II www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

Table of contents

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

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

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

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

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

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

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

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

Atm/Debit Cards ................................................................................... 3

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

Savings and Checking............................................................................ 5

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

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

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

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

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

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

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

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

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

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

Car Repossessions .............................................................................. 10

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

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

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

Dealing with Debt...................................................................................14

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

Financing Your Education......................................................16

Paying For College 101 ......................................................................... 16

Student Financial Aid ...........................................................................17

Employment ...........................................................................18

Employment Agencies......................................................................... 18

Work-At-Home Companies ............................................................... 18

Unemployment ...................................................................................... 19

Food And Nutrition ................................................................19

Healthy Food Choices.......................................................................... 19

Food Safety............................................................................................. 19

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

Going Green ............................................................................20

Buying Green ......................................................................................... 21

Reusing And Recycling ...................................................................... 21

Health Care ............................................................................21

Choosing A Doctor.............................................................................. 22

Choosing A Health Care Facility ...................................................... 22

Prescription Drugs .............................................................................. 23

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

Housing ..................................................................................24

Buying A Home...................................................................................... 24

Avoiding Foreclosure........................................................................... 25

Moving Companies............................................................................... 26

Home Improvement And Repairs ..................................................... 27

Renting/Leasing.................................................................................... 28

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

Auto Insurance...................................................................................... 29

Disability Insurance.............................................................................. 29

Health Insurance................................................................................... 30

Health Care Plans ................................................................................. 30

Homeowners’/Renters’ Insurance .................................................... 31

Life Insurance......................................................................................... 31

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

Other Insurance .................................................................................... 32

Internet....................................................................................33

Choosing Service Providers............................................................... 33

Online File Sharing ............................................................................... 33

Online Copyright Issues...................................................................... 34

Preventing Online Fraud...................................................................... 34

Spam ....................................................................................................... 36

Investing..................................................................................36

Online Trading ....................................................................................... 38

Financial Brokers And Advisors ....................................................... 38

Investing In Gold .................................................................................. 38

Retirement Planning............................................................................. 39

Phones.....................................................................................39

Slamming And Cramming.................................................................. 40

Cell Phones ............................................................................................ 40

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

Pay-As-You-Go Plans...........................................................................41

Voip...........................................................................................................41

Privacy Protection And Identity Theft ................................41

Reporting Identity Theft...................................................................... 42

Protecting Your Privacy....................................................................... 42

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

Medical Privacy...................................................................................... 43

Online Privacy ........................................................................................ 43

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

Your Rights: Shopping From Home.................................................. 44

Your Rights: 3-Day Cooling-Off Rule............................................... 44

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

Online Auctions And Sellers............................................................. 45

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

National Do Not Call Registry............................................................ 46

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

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

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

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

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

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

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

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

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

Internet Tv.............................................................................................. 49

TV Options............................................................................................. 50

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

Electricity And Natural Gas................................................................ 50

Water.........................................................................................................51

Wills & Funerals .....................................................................51

Planning For The End Of Life ..............................................................51

Wills ......................................................................................................... 52

Choose An Executor ........................................................................... 52

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

Veterans Cemeteries............................................................................ 53

Part II: Filing A Complaint..................................................54

Contact The Seller................................................................................ 54

Contact Third Parties........................................................................... 54

Dispute Resolution Programs............................................................ 56

Small Claims Court............................................................................... 56

Legal Help And Information............................................................... 56

Report Fraud & Safety Hazard............................................................ 57

Sample Complaint Letter.................................................................... 58

Part III: Key Information Resources .................................59

Emergency Preparedness................................................................... 59

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

For Persons With Disabilities............................................................ 60

For Military Personnel.......................................................................... 60

PART IV: Consumer Assistance Directory..........................63

Index .....................................................................................152
www.pueblo.gsa.gov 2011 Consumer Action Handbook 1

Quick Consumer Tips

Tips for Using 

This Handbook

This everyday guide to being a smart shopper is 

chock-full of helpful tips about preventing identity 

theft, understanding credit, filing a consumer 

complaint, and more. Use the margins to make 

notes, write questions, or record other useful 

information. The information and resources you’ll 

need are arranged as follows:

Part I—Be A Savvy Consumer

Read this section for advice before you make a 

purchase. To quickly locate specific topics and 

information, look in the Table of Contents and 

Index (p. 152).

Part II—Filing a Complaint

Turn to this section for suggestions on resolving 

consumer problems. The sample complaint letter 

on page 58 will help you present your case.

Part III—Key Information

Resources

Look here for a list of public resources and contact 

information.

Part IV—Consumer Assistance

Directory

Here you’ll find contact information for corporate 

offices, consumer organizations, trade groups, 

government agencies, and more. 

visit us online

A searchable version of this handbook is available 

online at www.ConsumerAction.gov and in Spanish 

at www.Consumidor.gov.

As a savvy consumer, you should always be on the 

alert for shady deals and scams. To avoid becoming 

a victim, keep these things in mind: 

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

Be wary of promises to fix your credit problems 

(p. 13), low-interest credit card offers, deals 

that let you skip credit card payments (p. 14), 

work-at-home job opportunities (p. 18), risk-free 

investments (p. 38), and free travel (p. 47).

2. Don’t share personal information with someone 

you don’t trust. Learn how to recognize fraud by 

following the advice on page 3. 

3.Beware of payday and tax refund loans. Interest 

rates on these loans are usually excessive. Even 

a cash advance on a credit card may be a better 

option. For more information, see page 16.

4.Real estate agents represent the seller, not the 

buyer. When buying, consider hiring an agent or 

lawyer to represent you (p. 24).

5. Home improvement (p. 27) and auto repairs (p. 9) 

are the subjects of frequent complaints. Getting a 

second opinion can help prevent costly mistakes 

and enable you to make better decisions. 

6.Think twice before you rent-to-own. Interest rates 

on rent-to-own purchases can be very high. If you 

miss a payment, you could end up with nothing. 

Consider buying secondhand at a thrift shop or 

through ads in your local newspaper. 

7. Be cautious of Buy Here, Pay Here lots. If you 

decide to buy a car from a used car lot, be sure to 

read all of the papers before you sign. Don’t sign 

contracts that allow the dealership to change the 

finance rate AFTER you leave the lot. 

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

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

with a death or debt).
2 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

Part I: Be A Savvy Consumer

buyer beware

BEFORE YOU BUY

To avoid problems and make better decisions, use 

this checklist BEFORE you make a purchase:

• Decide in advance exactly what you want and what 

you can afford. 

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

you trust for advice based on their experience. 

Gather information about the seller and the item 

or service you are purchasing.

• Review product test results and other information 

from consumer experts. See general resources in 

Part III (p. 59) or check the Handbook index 

(p. 152) for specific information.

• Get advice and price quotes from several sellers. 

• Make sure that the seller has all appropriate 

licenses. Doctors, lawyers, contractors, and other 

service providers must register with a state or 

local licensing agency (p. 116).

• Check out a company’s complaint record with your 

local consumer affairs office (p. 116) and Better 

Business Bureau (p. 67).

• Get a written copy of guarantees and warranties. 

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

policies. 

• Ask whom to contact if you have a question or 

problem. 

• Read and understand any contract or legal 

document you are asked to sign. Make sure there 

are no blank spaces. Insist that any extras you are 

promised be put in writing.

• Consider paying by credit card. If you have a 

problem, you can dispute a charge made on your 

credit card (p. 11).

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

includes donating to charity. 

Service Contracts and

Extended Warranties

Service contracts or “extended warranties” can 

add hundreds to your purchase price and are rarely 

worth the cost. Some duplicate warranty coverage 

you get automatically from a manufacturer or dealer. 

Ask these questions before you agree to one of 

these contracts:

• Does the dealer, the manufacturer, or an 

independent company back the service contract?

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

and where it will be done? 

• What happens to your coverage if the dealer or 

administrator goes out of business?

• Do you need prior authorization for repair work?

• Are there any situations when coverage can 

be denied? You may not have protection from 

common wear and tear, or if you fail to follow 

recommendations for routine maintenance.

Product Safety Recalls

Before you buy a used vehicle or other secondhand 

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

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

while others ask consumers to return the item for 

replacement or repair. Sometimes, a seller provides 

a part that reduces the danger of using the product.

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

vigilant. Each year, there are about 400 recalls of 

children’s products such as toys, clothing, and 

jewelry. Visit the websites in the “Check Here for 

Recalls” box for the latest safety recalls. You can 

also sign up for free e-mail notifications at 

www.cpsc.gov/cpsclist.aspx. This information 

could save a child’s life.

Check Here 

For Recalls • www.pueblo.gsa.gov

lists both governmentand industry-initiated 

recalls.

• www.recalls.gov lists government-initiated recalls that are 

gathered from federal agencies.

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

and equipment.

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

processed egg products.

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

devices, cosmetics, biologics, and pet food.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 3

buyer beware

Identifying and Stopping Fraud

Look for these warning signs to avoid fraud:

• You are asked for your bank account or credit card 

number. 

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

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

valuable item, but asks you for personal data to 

claim it.

• The solicitation looks like a government document 

and suggests that contest winnings or unclaimed 

assets are yours for a small fee. (The government 

doesn’t solicit money from citizens.)

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

or money orders to claim a prize, lottery, credit 

card, loan, or other valuable offer.

• An unknown caller claiming to be a lawyer or in 

law enforcement offers to help you get your money 

back (for a fee).

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

• A “repair person” suddenly finds a dangerous 

defect in your car or home.

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

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

better item” is available for slightly more money. 

• Someone is trying to scare you into purchasing 

credit protection plans.

To learn more about avoiding identity theft and 

fraud, go to page 41.

After You Buy

Even careful buyers can run into unforeseen 

problems later on. To minimize them, follow these 

steps after you buy:

• Save all papers that come with your purchase. 

Keep all contracts, sales receipts, canceled 

checks, owner’s manuals, and warranty 

documents. 

• Read and follow product and service instructions. 

The way you use or take care of a product might 

affect your warranty rights.

BANKING

ATM/Debit Cards

With a debit card and personal identification 

number (PIN), you can use an Automated Teller 

Machine (ATM) to withdraw cash, make deposits, 

or transfer funds between accounts. Some ATMs 

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

network or are making a transaction at a remote 

location.

Retail purchases can also be made with a debit 

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

Some banks charge customers a fee for debit card 

BUYER BEWARE

Fraud Alert

Be on the lookout for these common scams:

Fake Check Scams: You discover the check 

is worthless after you’ve deposited it and wired 

money back to the crook.

Sweetheart Swindles: Criminals befriend 

you in online chat rooms or dating sites, then 

request money as a favor or for accident or travel 

expenses. 

Auctions: Beware of fraudulent sellers and 

bogus merchandise.

Lotteries: Don’t fall for foreign lotteries; they’re 

illegal to play and may be a scam.

Advance Fee Loans and Credit: It’s illegal for 

telemarketers to charge a fee in advance for help 

getting a loan.

Quick Tips For Avoiding Fraud

Don’t give out personal information. Be 

suspicious of anyone you don’t know who asks 

for your Social Security Number, credit card 

number, bank account number, password, or 

other personal data. 

Don’t be intimidated. Be suspicious of calls 

or e-mails that want you to provide or verify 

personal information immediately. Tell them 

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

the e-mail.

Monitor your accounts. Review bank and 

credit card statements carefully, and report 

unauthorized transactions to your financial 

institution immediately.

Use a shredder. Tear or shred credit offers 

you receive in the mail, bank statements, 

insurance forms, and other papers with personal 

information.
4 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

BANKING

purchases made with a PIN. Although a debit card 

looks like a credit card, the money for the purchase 

is transferred immediately from your bank account 

to the store’s account. When you use a debit card, 

federal law also does not give you the right to stop 

payment. You must resolve the problem with the 

seller. 

If you suspect your debit card has been lost or 

stolen, call the card issuer immediately. While 

federal law limits your liability for a lost or stolen 

credit card to $50, your liability for unauthorized 

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

depending on how quickly you report the loss. 

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

you are not responsible for any unauthorized 

withdrawals. 

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

within two business days after you realize your 

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

loss between two and 60 days. 

• If you have not reported an unauthorized use 

of a debit or ATM card within 60 days after your 

bank mails the statement documenting the 

unauthorized use, you could lose all the money in 

your bank account as well as the unused portion 

of your line of credit established for overdrafts.

Check the policies of your card issuer. Some offer 

more generous limits on a voluntary basis. 

New Federal Reserve rules give debit and ATM card 

users additional protections covering overdrafts. 

Generally, banks cover your overdrafts by charging 

you a fee or offering an overdraft protection plan, 

similar to a line of credit. Under the new rules, if 

your bank pays overdrafts, you have the option to 

opt into this service for most ATM and debit card 

transactions. Banks must disclose this option, the 

amount of the overdraft fee, and the customer’s right 

to cancel this service. For more information, go to 

www.federalreserve.gov/consumerinfo.

Prepaid Cards

Prepaid cards issued by banks and other 

government-regulated organizations offer 

consumers a way to make payments and conduct 

other financial transactions. There are plenty of 

situations where a prepaid card might be the most 

convenient choice, but be sure you understand the 

key terms and conditions BEFORE you buy. 

Many cards carry protections similar to credit and 

debit cards. To obtain these benefits, you must 

follow the instructions for registering and activating 

your card. Be sure to record your card information, 

including the customer service telephone 

number on the back of the card, so you can get a 

replacement if yours is lost or stolen. 

If you have a problem with a prepaid card, first 

contact the customer service number. If the problem 

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

with the proper authorities:

• For cards issued by retailers, contact the FTC 

(p. 110). You may also file a complaint with your 

local consumer protection office (p. 116).

• For cards issued by national banks, contact the 

Office of the Comptroller of the Currency (p. 108).

• For cards issued by state banks, contact the FDIC 

(p. 109) or state banking authority (p. 130).

good news for gift cards

Under the new Credit Card Accountability 

Responsibility and Disclosure Act of 2009, gift 

cards and other similar cards cannot expire 

within five years from the date they were activated 

unless the expiration date is clearly disclosed. 

The law also prohibits an inactivity fee on gift 

cards except in certain circumstances, such 

as if there has been no transaction for at least 

12 months.

before you swipe your debit card

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

for your purchases, debit cards have some different levels of 

consumer protection and potential for consumer fees. Debit cards 

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

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

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

your bank may “lend” you the 

money and pay the overage. 

However, it may charge you up to 

$35 for this courtesy, even if the 

dollar amount the bank covered 

was small. There could also be 

fees applied to your card when 

you use your card with your PIN.

Debit cards don’t offer as much 

protection against fraudulent use, 

or if your card is lost or stolen. 

Also, if you need to dispute a 

purchase, you are in a weaker 

position because the merchant already has the money and will only 

return it if you win the dispute.

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

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

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

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

long as a week until the funds are available to you again.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 5

banking

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, and 

money market accounts are popular choices. Each 

has different rules and benefits that fit different 

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

consider:

Minimum deposit requirements. Some accounts 

can only be set up with a minimum dollar amount. 

If your account goes below the minimum, the 

bank may not pay you interest on the money you 

deposited and you may be charged extra fees.

Limits on withdrawals. Can you take money out 

whenever you want? Are there any penalties for 

doing so?

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

Daily, monthly, quarterly, yearly? To compare rates 

offered locally to those from financial institutions 

around the nation, visit www.bankrate.com.

Deposit insurance. Make sure your bank is 

a member of the Federal Deposit Insurance 

Corporation (FDIC). This organization protects 

the money in your checking and savings accounts, 

certificates of deposit, and IRA accounts up to 

$250,000. For more information, see page 109 or 

visit www.fdic.gov.

Credit unions. A credit union is a nonprofit, 

cooperative financial institution owned and run 

by its members. Like the FDIC does for banks, 

the National Credit Union Share Insurance Fund 

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

Convenience. How easy is it to put money in and 

take it out? Are there branches or ATMs close to 

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

Internet? 

If you are considering a checking account or another 

type of account with check-writing privileges, add 

these items to your list of things to think about:

Number of checks. Is there a maximum number 

of checks you can write per month without incurring 

a charge?

Account and check fees. Is there a monthly fee for 

the account or a charge for each check you write? 

Holds on checks. Is there a waiting period for 

checks to clear before you can withdraw the money 

from your account? 

Overdrafts. If you write a check for more money 

than you have in your account, what happens? 

You may be able to link your checking account to a 

savings account to protect yourself. 

Bounced checks. It’s your responsibility to have 

sufficient funds in your account to cover checks that 

you write. Your bank will charge you for insufficient 

funds. Bounced checks can also blemish your credit 

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

overdraft protection.

Unsolicited Checks And

Credit Offers

If you cash an unsolicited check you’ve received in 

the mail, you could be agreeing to pay for products 

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

those “guarantees” for credit cards or loans, without 

consideration of credit history, are probably a 

scam. Legitimate lenders never guarantee credit. 

For more information on how to identify fraudulent 

solicitations, see page 110 or visit www.ftc.gov. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

these convenience checks may carry higher fees, 

a higher interest rate, and other restrictions. If you 

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

protect yourself from dumpster divers and identity 

thieves.

Contact the proper regulatory agency below.

Type of Institution Regulatory Agency

State-chartered 

banks and trust 

companies 

Regulated by the Federal 

Deposit Insurance 

Corporation (p. 109) 

and by state banking 

authorities (p. 130)

Banks with National 

in the name or N.A. 

after the name 

Regulated by the Office 

of the Comptroller of the 

Currency, U.S. Department 

of the Treasury (p. 108)

Federal savings and 

loans and Federal 

savings banks

Regulated by the Office 

of Thrift Supervision, 

Department of the 

Treasury (p. 108)

Federally chartered 

credit unions

Regulated by the 

National Credit Union 

Administration (p. 110)

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 card. Some 

thieves even use binoculars or cameras to steal 

your PIN. If you suspect criminal activity, walk 

away and use a different ATM.
6 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

cars

CARS

Whether you are buying or leasing a vehicle, 

these tips will help you get the best deal and avoid 

problems:

• Decide what kind of vehicle best suits your needs 

and budget. 

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

your state or local consumer protection agency 

(p. 116) and Better Business Bureau (p. 67). If 

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

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

• Take a test drive. Drive at different speeds and 

check for smooth right and left turns. On a straight 

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

side.

• Handle trade-ins and financing separately from 

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

written price quote before you talk about a trade-in 

or dealer financing.

• Shop in advance and compare financing options 

at your credit union, bank, or finance company. 

Look at the total finance charges and the Annual 

Percentage Rate (APR), not just the monthly 

payment.

• Read and understand every document that you are 

asked to sign. 

• Don’t take possession of the car until all 

paperwork is final.

• Choose an auto insurance policy that is right for 

you (p. 29).

Buying A New Car

Do your research first and compare vehicles. Four 

key resources that offer vehicle performance, 

service, and safety information are: Consumer 

Reports (www.consumerreports.org), Motor Trend 

(www.motortrend.com), Car and Driver 

(www.caranddriver.com), and Edmunds automotive 

books and network (www.edmunds.com). 

• Research the dealer’s price for the car and 

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

know what the dealer paid for a vehicle. The dealer 

invoice price is available on a number of websites 

and in printed pricing guides. Consumer Reports 

offers the wholesale price: this figure factors in 

dealer incentives from a manufacturer and is a 

more accurate estimate of what a dealer is paying 

for a vehicle.

• Find out whether the manufacturer is offering 

rebates that will lower the cost. For more 

information, visit www.carsdirect.com and 

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

• Get price quotes from several dealers. Find out if 

the amounts quoted are the prices before or after 

rebates are deducted.

• Avoid low-value extras such as credit insurance, 

extended warranties, auto club memberships, 

rustproofing, and upholstery finishes. You do 

not have to purchase credit insurance in order to 

get a loan. See Service Contracts and Extended 

Warranties (p. 2) and Credit Insurance (p. 15).

 • Hybrid-electric cars are becoming popular 

among consumers interested in fuel economy 

and reducing their negative impact on the 

environment. These cars combine the benefits of 

gasoline engines and electric motors and can be 

configured to achieve different objectives such 

as improved fuel economy, increased power, or 

additional auxiliary power. Tax breaks may also 

be available for qualifying vehicle purchases. 

For more information about hybrids, electric 

vehicles, alternative fuels, and tax incentives, 

visit www.fueleconomy.gov. 

Buying A Used Car

• Learn what rights you have when buying a 

used car. Contact your state or local consumer 

protection office (p. 116).

• Find out in advance what paperwork you will need 

to register a vehicle. Contact your state’s motor 

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

motor_vehicles.shtml.

• Check prices of similar models using the NADA 

Official Used Car Guide (www.nadaguides.com) 

published by the National Automobile Dealers 

Association (p. 66) or the Kelley Blue Book 

GOVERNMENT FUEL ECONOMYWEB PAGES • www.epa.gov/emissweb is a green vehicle guide that can 

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

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

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

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

annual fuel estimates.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 7

cars

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

available at local libraries.

• Research the vehicle’s history. Ask the seller 

for details concerning past owners, use, and 

maintenance. Next, find out whether the car has 

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

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

The vehicle identification number (VIN) will help 

you do this.

• Your state motor vehicle department can research 

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

“rebuilt,” or similar notations. 

• The websites www.carfax.com and 

www.autocheck.com sell information on the 

history of vehicles gathered from state motor 

vehicle departments and other sources. These 

reports are helpful but do not guarantee that a 

vehicle is accident-free. 

• The National Highway Traffic Safety 

Administration’s (NHTSA) website 

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

vehicles and will let you search an online database 

of manufacturer service bulletins.

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

provides information on safety defects, recalls, 

and “lemons” as well as service bulletins.

• Visit www.safetyforum.com for a free online 

search of its database of “lemons” registered by 

previous owners.

• Make sure any mileage disclosures match the 

odometer reading on the car. 

• Check the warranty. If a manufacturer’s warranty 

is still in effect, contact the manufacturer to make 

sure you can use the coverage. 

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

writing and read it carefully.

• Have your mechanic inspect the car. Talk to the 

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

examination if the car passes inspection, 

but the seller will pay if significant problems 

are discovered. A qualified mechanic should 

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

undercarriage as well as the engine.

• Examine dealer documents carefully. Make sure 

you are buying—not leasing—the vehicle. Leases 

use terms such as “balloon payment” and “base 

mileage” disclosures.

Dealer Versus Private-Party

Purchases

In general, buying from a dealer is a safer option 

because you are dealing with an institution, which 

means you are better protected by law. The Federal 

Trade Commission requires dealers to post a 

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

truck on their lot. This Guide specifies whether the 

vehicle is being sold “as is” or with a warranty, and 

what percentage of repair costs a dealer will pay 

under the warranty. Keep in mind that private sellers 

generally have less responsibility than do dealers for 

defects or other problems. FTC rules do not apply to 

private-party sales.

Expect to pay higher prices at a dealer than if you 

buy from an individual. Many dealers inspect their 

cars and provide an inspection report with each 

one. However, this is no substitute for your own 

inspection. Some dealers provide limited warranties, 

and most sell extended warranties. Watch out for 

dealer warranties that are “power train” warranties 

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

warranties. It’s best to compare warranties that are 

available from other sources.

Some dealers provide “certified” cars. This 

generally means that the cars have had a more 

thorough inspection and come with a limited 

warranty. Prices for certified cars are generally 

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

and what is covered under the warranty.

Purchasing a car from a private seller may save 

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

stolen, damaged, or still under a finance agreement. 

If a private seller lies to you about the condition of 

the vehicle, you may sue the individual if you have 

evidence and you can find him or her. An individual 

is very unlikely to give a written warranty.

FINANCING

Most car buyers today need some form of financing 

to purchase a new vehicle. Many use direct lending, 

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

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

the amount financed, plus an agreed-upon finance 

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

vehicle dealership enter into a contract to purchase 

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8 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

cars

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, lowrate deals. Before you make a financing decision, it’s 

important to do your research:

• Decide in advance how much you can afford to 

spend and stick to your limit.

• Get a copy of your credit report and correct any 

errors before applying for a loan.

• Check buying guides to identify price ranges and 

best available deals.

More information about vehicle financing, deciding 

what you can afford, and consumer protections is 

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

autos/finance.shtm.

Leasing

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

vehicle. Monthly payments for a lease may be lower 

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

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

best deal, follow these points of advice in addition to 

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

• To help you compare leasing versus owning, 

the Consumer Leasing Act requires leasing 

companies to give you information on monthly 

payments and other charges. Check out 

www.leaseguide.com and www.leasecompare.com

for information on leases and current deals.

• Consider using an independent agent rather than 

the dealer; you might find a better deal. Most 

financial institutions that offer auto financing also 

offer leasing options.

• Ask for details on wear and tear standards. Dings 

that you regard as normal wear and tear could be 

billed as significant damage at the end of your 

lease.

• Find out how many miles you can drive in a 

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

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

additional mile.

• Check the manufacturer’s warranty. It should 

cover the entire lease term and the number of 

miles you are likely to drive.

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

before the end of your lease. There may be extra 

fees for doing so. 

• Ask what happens if the car is involved in an 

accident.

• Get all of the terms in writing. Everything included 

with the car should be listed on the lease to avoid 

your being charged for “missing” equipment later.

The Federal Reserve System offers a consumer 

guide to auto leasing at www.federalreserve.gov/

pubs/leasing.

Recalls, “Lemon” Laws, And

Secret Warranties

Sometimes a manufacturer makes a design or 

production mistake on a motor vehicle. A service 

bulletin notifies the dealer of the problem and how 

to resolve it. Because these free repairs are not 

publicized, they are called “secret warranties.” The 

National Highway Traffic Safety Administration 

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

service bulletins filed by manufacturers.

If you have a problem with a vehicle that is a 

safety hazard, check whether the manufacturer 

has recalled your vehicle. Go to www-odi.nhtsa.

dot.gov/recalls/recallsearch.cfm or call NHTSA 

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

Choose 

a Safe 

Vehicle

Crash tests 

can help you 

determine how 

well a vehicle 

will protect you 

in a crash. Here 

are different 

organizations 

that perform 

crash tests and 

rate vehicles: 

• The National Highway Traffic Safety Administration Each 

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

protect their occupants. NHTSA focuses on evaluating vehicle 

restraints such as air bags and safety belts.

• The Insurance Institute for Highway Safety A different 

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

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

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

Consumer Reports (www.consumerreports.org) rates vehicles 

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

results with a vehicle’s accident avoidance factors—emergency 

handling, braking, acceleration, and even driver comfort.

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

defects, contact NHTSA (p. 107). If a vehicle has been recalled, 

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

vehicles should also have a current safety inspection sticker if 

your state requires one.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 9

cars

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

vehicle (p. 64), and NHTSA. If a safety-related defect 

exists, the maker must fix it at no cost to you—even 

if your warranty has expired. 

If you have a vehicle with a unique problem that just 

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

Some states have laws concerning “lemons” that 

require a refund or replacement if a problem is 

not fixed within a reasonable number of tries or 

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

certain number of days. Contact your state or local 

consumer protection office (p. 116) to learn whether 

you have such protections and what steps you must 

take to get your problem solved. If you believe your 

car is a “lemon”:

• Give the dealer a list of the problems every time 

you bring it in for repairs.

• Get and keep copies of the repair orders listing the 

problems, the work done, and the dates that the 

car was in the shop.

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

report the problem. Check your owner’s manual or 

the directory for the auto manufacturer (p. 64). 

• Help other consumers avoid purchasing 

your “lemon” by registering it at 

www.safetyforum.com.

The Center for Auto Safety (p. 113) gathers 

information and complaints concerning safety 

defects, recalls, service bulletins, and state 

“lemon” laws. 

Renting

Federal law does not cover short-term car and truck 

rentals, but some state laws do. Contact your state 

or local consumer protection office (p. 116) for 

information or to file a complaint.

• Ask in advance whether there are any charges 

besides the stated rental fee. There may be an 

airport surcharge or drop-off fees, insurance fees, 

fuel charges, mileage fees, taxes, additional-driver 

fees, underage-driver fees, and equipment rental 

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

• Ask whether the rental company checks the 

driving records of customers when they arrive at 

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

you have a confirmed reservation.

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

insurance coverage. If you’re traveling on 

business, your employer may have insurance that 

covers accidental damage to the vehicle. You 

might also have coverage through your personal 

auto insurance, a motor club membership, or the 

credit card you use to reserve the rental.

• Carefully inspect the vehicle and its tires before 

renting.

• Check refueling policies and charges.

• Ask the rental company whether a deposit is 

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

deposit refund policies and procedures.

Repairs

Whenever you take a car to the repair shop:

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

an independent consumer-rating organization 

should be able to help you. Look for shops that 

display various certifications that are current. You 

should also check out the shop’s record with your 

state or local consumer protection office (p. 116) 

or Better Business Bureau (p. 67). 

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

problem.

• Make it clear that work cannot begin until you have 

a written estimate and you give your okay. Never 

sign a blank repair order. If the problem can’t 

be diagnosed on the spot, insist that the shop 

contact you for authorization once the trouble has 

been found.

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

Replace Tired Tires

Check the tread for wear. While the legal limit is 2/32 of an inch 

of tread depth, consider replacing tires when the tread reaches 

4/32 of an inch in depth. The small difference in tread can make 

a big difference in braking distance. Find the size and type of 

tire recommended by the manufacturer of your vehicle. Maintain 

proper pressure; keeping your tires properly inflated will improve 

gas mileage and increase the life of your tires.

MY DEALERSHIPWENT OUT OF

BUSINESS. WHAT HAPPENS TO

MYWARRANTY?

Even if your car dealership has gone out of 

business, you may still have coverage under 

your warranty. Manufacturer warranties are still 

valid and are not affected by dealer closures. 

However, you may have to travel farther to get a 

certified dealer that can honor the warranty. In 

the event that you bought a car from an affected 

dealership, the manufacturer should notify 

you about where to take your car for service. 

However, if you have a dealership-backed or 

third-party warranty and the dealership goes out 

of business, your warranty may be worthless.

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10 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

cars

• 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. 116). A consumer 

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

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

CAR Repossessions

When you borrow money to buy a car or truck, 

the lender can take your vehicle back if you miss a 

payment or in some other way violate the contract. 

You should also be aware that the lender: 

• Can repossess with cause without advance 

notice.

• Can insist you pay off the entire loan balance in 

order to get the repossessed vehicle back.

• Can sell the vehicle at auction.

• Might be able to sue you for the difference 

between the vehicle’s auction price and what 

you owe.

• Cannot break into your home or physically 

threaten someone while taking the vehicle.

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

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

and the lender reach an agreement, be sure to get 

the agreement in writing. Contact your state or 

local consumer protection office (p. 116) to find out 

whether your state gives you any additional rights.

CREDIT

Like everything else you buy, it pays to comparison 

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

on mortgages, auto loans, credit cards, home 

equity loans, and other banking products, visit 

www.bankrate.com. The Equal Credit Opportunity 

Act protects you when dealing with anyone who 

regularly offers credit, including banks, finance 

companies, stores, credit card companies, and 

credit unions. When you apply for credit, a creditor 

may not:

• Ask about or consider your sex, race, national 

origin, or religion.

• Ask about your marital status or your spouse—

unless you are applying for a joint account or 

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

community property state (Arizona, California, 

Idaho, Louisiana, Nevada, New Mexico, Texas, 

Washington, or Wisconsin).

• Ask about your plans to have or raise children.

• Refuse to consider public assistance income or 

regularly received alimony or child support.

• Refuse to consider income because of your sex or 

marital status or because it is from part-time work 

or retirement benefits.

Coming Soon: New Consumer 

Financial Protections

In 2010, Congress established new, farreaching consumer safeguards with passage 

of the Wall Street Reform and Consumer 

Protection Act. The new law created the 

Bureau of Consumer Financial Protection 

with authority to set clear rules for banks, 

mortgage companies, payday lenders, credit 

card lenders, and other financial service firms. 

For more information about the new law, go 

to www.financialstability.gov. Check for 

updates about the new consumer financial 

protection agency at www.federalreserve.gov. 

 

the truth about car title loans

Chances are you have seen or heard an ad for a car title loan to 

help you make ends meet. In a title loan, a consumer who needs 

quick cash uses the car title as collateral for a short-term loan. 

No job or postdated checks are required. Sounds simple enough, 

right? Wrong!

What the title lenders don’t say in their ads is that you have to turn 

over your car title and keys when you get the loan. They’ll lend 

you a small fraction of the car value at sky-high interest rates—as 

much as 25% for one month (300% APR)! At the end of the month 

you are expected to pay the whole amount back, plus the interest. 

If you can’t pay the loan, there are only two options. You could 

roll the loan over for another month, with more fees and interest. 

However, as the loan amount increases, it becomes almost 

impossible to repay the debt. The other option is for the lender 

to take possession of your car. Unfortunately, there is no federal 

regulation of title loans, but some states have put rules in place to 

regulate the interest these lenders charge. 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 11

credit

You Have The Right To: 

• Have credit in your birth name, your first name 

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

name and a combined last name.

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

necessary.

• Keep your own accounts after you change your 

name or marital status or if you retire, unless 

the creditor has evidence that you are unable or 

unwilling to pay.

• Know why a credit application is rejected—the 

creditor must give you the specific reasons or 

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

credit report it used to determine its rejection, if 

you ask within 60 days.

• Have accounts shared with your spouse reported 

in both of your names.

• Know how much it will cost to borrow money.

For additional information on credit, see Buying 

a Home (p. 24) and Cars (p. 6). Other sources of 

information include the HUD Housing Counseling 

Clearinghouse at 1-800-569-4287, the FTC (p. 110), 

and the National Consumer Law Center (p. 115). You 

have the right to a FREE annual Credit Report (see 

“FREE CREDIT REPORTS” box, p. 13).

Credit Cards

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

credit card offers in the mail. Examine the fine print 

carefully before you accept any offer for a credit or 

charge card. Look for:

• The Annual Percentage Rate (APR). If the 

interest rate is variable, how is it determined, and 

when can it change?

• The periodic rate. This is the interest rate used 

to figure the finance charge on your balance each 

billing period.

• The annual fee. While some cards have no 

annual fee, others expect you to pay an amount 

each year for being a cardholder. 

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

have to pay your bill before finance charges start. 

Without this period, you may have to pay interest 

from the date you use your card or the date the 

purchase is posted to your account. 

• The finance charges. Most lenders calculate 

finance charges using an average daily account 

balance, which is the average of what you owed 

each day in the billing cycle. Look for offers that 

use an adjusted balance, which subtracts your 

payment from your beginning balance. This 

method usually has the lowest finance charges. 

Check whether there is a minimum finance charge.

• Other fees. Ask about special fees when you 

get a cash advance, make a late payment, or go 

over your credit limit. Some companies charge 

a monthly fee regardless of whether you use 

your card.

The Fair Credit and Charge Card Disclosure Act 

requires credit and charge card issuers to include 

this information on credit applications. The Federal 

Trade Commission (p. 110) offers a wide range of 

free publications on credit and consumer rights at 

www.ftc.gov. The Federal Reserve Board 

(p. 109) provides a free brochure on choosing a 

credit card and a guide to credit protection laws at 

www.federalreserve.gov/consumerinfo. 

Comparing Cards

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

credit card tips and information.

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

features credit card surveys of interest rates, fees, 

and other terms from dozens of credit cards as 

well as free brochures and guides on choosing 

and using credit cards.

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

and offers e-mail newsletters for consumers, 

answers to frequently asked questions, and online 

credit card calculators.

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

reviews credit cards, and offers tips and credit 

card calculators.

Complaints

To complain about a problem with your credit card 

company, call the number on the back of your card 

and try to resolve it. If you fail to resolve the issue, 

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

regulatory agency. See the chart on page 5 to find 

the best federal or state regulatory agency 

to contact.

To complain about a credit bureau, a department 

store that offers credit, or other Federal Deposit 

Insurance Corporation (FDIC)-insured financial 

institution, write to the agency’s Consumer 

Response Center (p. 109). You may also file a 

complaint with the FTC at www.ftc.gov. 

Credit Card Billing Disputes 

Under the Fair Credit Billing Act, you have the right 

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

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

didn’t receive.

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

statement date of the bill with the disputed charge. 

• Include your name and account number, the 

date and amount of the disputed charge, and a 

complete explanation of why you are disputing 

the charge.

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12 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

credit

• To ensure it’s received, send your letter by 

certified mail, with a return receipt requested.

• The creditor or card issuer must acknowledge 

your letter in writing within 30 days of receiving it 

and conduct an investigation within 90 days. You 

do not have to pay the amount in dispute during 

the investigation.

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

account and remove any fees. 

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

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

with any related finance charges.

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

an appeal with the Office of the Comptroller of the 

Currency (p. 108).

Credit Reports And Scores

A credit report contains information on where you 

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

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

bankruptcy. Consumer Reporting Agencies (CRAs) 

gather this information and sell it to creditors, 

employers, insurers, and others. The most common 

type of CRA is the credit bureau. There are three 

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

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

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

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

or fraud alert 1-800-680-7289. 

FICO

The information in your credit report is used to 

calculate your FICO score, a number generally 

CARD Act Protections for Consumers

The Credit Card Accountability Responsibility & 

Disclosure (CARD) Act brought about sweeping 

protections for consumers. Among other things, your 

credit card company must comply with the rules below:

Fees

• Cannot change rates or fees without sending you a 

notice 45 days in advance in most cases.

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

be aware that the credit card company may close your 

account if you reject the fee increase and may require a 

higher monthly payment. 

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

regardless of how much you owe—unless one of your 

last six payments was late or the credit card company 

can justify a higher fee based on the cost of late 

payments.

• Cannot charge a late payment fee that is greater than 

your minimum payment.

• Cannot charge you an inactivity fee for not using your 

card.

• Cannot charge you more than one fee for a single 

late payment or any other violation of your cardholder 

agreement.

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

you opt in, stating that you want to allow transactions 

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

company allows the transaction without your opt-in, it 

cannot charge you a fee.

• Can impose only one fee per billing cycle for 

transactions that take you over your credit limit if you opt 

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

opt-in at any time. 

• Cannot impose annual fees, application fees, or other 

charges that total more than 25% of your initial credit 

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

Payments

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

balance if you make only minimum payments. 

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

before your payment is due.

• Must apply any payments above the minimum required 

amount to the balance with the highest interest rate, if 

you have more than one rate.

Interest Rates

• Cannot increase your rate for the first 12 months after 

you open an account unless you have a variable interest 

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

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

and don’t make payments as arranged. 

• Cannot charge higher rates for purchases made before 

you receive notice of a new rate. 

• Cannot use the double-cycle billing method when 

calculating interest; interest can only be charged on 

balances within the current billing cycle. 

• Cannot increase your Annual Percentage Rate (APR) 

without explaining why it is doing so. If your credit 

card company increases your APR, it generally must 

re-evaluate that rate increase every six months. Under 

some circumstances, it may have to reduce your rate 

after the evaluation. 

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

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

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

More information about CARD Act protections is available 

from www.federalreserve.gov/creditcard.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 13

credit

between 300 and 850. The acronym stands for Fair, 

Isaac and Company. The higher your score, the less 

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

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

apartment, or lower your insurance rate. Your FICO 

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

Free credit reports do not contain your credit score, 

although you can purchase it when 

you request your free annual credit report through 

www.annualcreditreport.com.

Tips for Building a Better Credit Score

• Pay your bills on time. Delinquent payments and 

collections negatively impact your score.

• Keep balances low on credit cards and other 

“revolving credit.” High outstanding debt lowers 

your score.

• Apply for, and open, new credit accounts only 

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

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

score.

• Pay off debt instead of moving it around. Owing 

the same amount, but having fewer open 

accounts, may lower your score.

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

credit history. Time is your ally in improving credit. 

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

suspicious of any deals that offer you a fast, easy 

solution.

Negative Information in Your Credit Report

Negative information concerning your use of credit 

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

bankruptcy can be kept for 10 years, and unpaid tax 

liens for 15 years. Information about a lawsuit or an 

unpaid judgment against you can be reported for 

seven years or until the statute of limitations runs 

out, whichever is longer. Inquiries remain on your 

report for two years.

Anyone who denies you credit, housing, insurance, 

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

the name, address, and telephone number of the 

credit reporting agency 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 credit reporting agency (CRA) and 

the company that provided the information to 

the CRA.

• Tell the CRA in writing what information 

you believe is inaccurate. Keep a copy of all 

correspondence.

Under the Fair Credit Reporting Act, the information 

provider is required to investigate and report the 

results to the CRA. If the information is found to 

be incorrect, it must notify all nationwide CRAs to 

correct your file. If the investigation does not solve 

your dispute, ask that your statement concerning 

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

dispute must be included whenever the CRA reports 

the negative item. 

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

and a personal debt repayment plan will improve 

your credit report. Credit repair companies advertise 

free credit reports

You can request a free credit report once a year 

from the three major credit reporting agencies—

Equifax, Experian, and TransUnion. You may 

want to request your credit reports one at a time, 

every four months, so you can monitor your credit 

throughout the year without having to pay for 

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

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

To order your free report, you must go through 

www.annualcreditreport.com or 

call 1-877-322-8228.

be alert: ‘credit repair’ scams

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

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

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

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

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

Credit File Rights under State and Federal Law” before you sign 

a contract. 

• The company cannot perform any services until you have signed 

a written contract and completed a three-day waiting period, 

during which time you can cancel the contract without paying 

any fees.

• The company cannot charge you until it has completed 

the promised services, according to the Credit Repair 

Organizations Act. 

• It is illegal to erase timely and accurate negative information 

contained in your credit history. 

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

file segregation) by requesting an Employer Identification 

Number from the IRS are also illegal.

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

copy of your credit report through www.annualcreditreport.

com, and by working with creditors to dispute incorrect 

information. 

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14 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

credit

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

believe it. Under the Credit Repair Organizations 

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

until they have completed promised services. They 

must also give you:

• A copy of the “Consumer Credit File Rights Under 

State and Federal Law” before you sign a contract.

• A written contract that spells out your rights and 

obligations.

• Three days to cancel without paying any fees.

Some credit repair companies promise to help you 

establish a whole new credit identity. You can be 

charged with fraud if you use the mail or telephone 

to apply for credit with false information. It is also 

a federal crime to make false statements on a loan 

or credit application, to give a false Social Security 

Number, or to obtain an Employer Identification 

Number from the Internal Revenue Service under 

false pretenses. If you have lost money to a credit 

repair scam, contact your state or local consumer 

affairs office (p. 116).

Dealing With Debt

The Fair Debt Collection Practices Act applies 

to those who collect debts owed to creditors for 

personal, family, and household debts—these 

include car loans, mortgages, charge accounts, and 

money owed for medical bills. A debt collector is 

someone hired to collect money you owe. 

Within five days after a debt collector first contacts 

you, the collector must send you a notice that tells 

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

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

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

the creditor to arrange for payment. If you believe 

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

writing and send a copy to the collection agency 

with a letter telling it not to contact you. 

A debt collector may not:

• Contact you at unreasonable times, for example, 

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

• Contact you at work if you tell the debt collector 

your employer disapproves.

• Contact you after you write a letter telling the 

collector to stop, except to notify you if the 

collector or creditor plans to take a specific action.

• Contact your friends, relatives, employer, or 

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

• Harass you with repeated telephone calls, profane 

language, or threats to harm you.

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

arrested.

• Threaten to have money deducted from your 

paycheck or to sue you, unless the collection 

agency or creditor intends to do so and it is legal.

To file a complaint, contact your state or local 

consumer protection agency (p. 116) and the Federal 

Trade Commission (p. 110).

Out-of-Control Debt

Counseling services are available to help people 

budget money and pay bills. Credit unions, 

extension offices, military family service centers, 

and religious organizations are among those that 

may offer free or low-cost credit counseling. 

Local, nonprofit agencies that provide educational 

programs on money management and help in 

developing debt payment plans operate under 

the name Consumer Credit Counseling Service 

(CCCS). They are members of the National 

Foundation for Credit Counseling (NFCC), an 

organization that supports a national network of 

credit counselors.

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.

bewaRE: offers to skip a PaymenT

If your credit company invites you to skip a 

monthly payment without a penalty, it is not doing 

you a favor. You will still owe finance charges 

on your unpaid balance, and interest could be 

adding up on any purchases you make after the 

due date you skipped. 

Debt Management Assistance

Several national nonprofit organizations also 

provide information and assist people with debt 

problems.

• American Consumer Credit Counseling; 

visit www.consumercredit.com or call 

1-800-769-3571.

• InCharge Institute of America; visit 

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

• Money Management International; visit 

www.moneymanagement.org or call 

1-866-889-9347.

• Myvesta; visit www.myvesta.org.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 15

credit

Typically, a counseling service will negotiate lower 

payments with your creditors, and then make the 

payments using money you send to it each month. 

The cost of setting up this debt-management plan is 

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

find the best counselor for you:

• What services do you offer? Look for an 

organization that offers budget counseling and 

money management classes as well as a debtmanagement plan. 

• Do you offer free information? Avoid 

organizations that charge for information or 

make you provide a lot of details about your 

problem first.

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

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

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

up. 

• How will the debt-management plan work? What 

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

regular reports on your accounts?

• Ask whether the counselor can get creditors to 

lower or eliminate interest and fees. If the answer 

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

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

organization won’t help you because you can’t 

afford to pay, go somewhere else for help.

• Will your counselor help you avoid future 

problems? Getting a plan for avoiding future debt 

is as important as solving the immediate debt 

problem.

• Ask for a contract. All verbal promises should be 

in writing before you pay any money.

• Are your counselors accredited or certified? 

Legitimate credit counseling firms are affiliated 

with the National Foundation for Credit 

Counseling (p. 150) or the Association of 

Independent Consumer Credit Counseling 

Agencies. 

Check with your local consumer protection agency 

(p. 116) and the Better Business Bureau (p. 67) to see 

whether any complaints have been filed about the 

counseling service you’re considering.

If you have concerns about approved credit 

counseling agencies or credit counseling providers, 

please contact the U.S. Trustee Program, visit 

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

Personal Bankruptcy

Bankruptcy generally is considered the debt 

management option of last resort because the 

results are long-lasting and far-reaching. The 

Bankruptcy Abuse and Prevention Act of 2005 

established more stringent rules for consumers 

and attorneys. 

The filing process may be difficult for debtors:

• Debtors must file documents, including itemized 

statements of monthly net income, proof of 

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

tax returns for the 

preceding year (four 

years for Chapter 13 

bankruptcies).

• Debtors must take 

a pre-filing credit 

counseling and 

post-filing education 

course to have debts 

discharged.

• Debtors face 

increased filing fees, 

plus fees for credit counseling/education.

• The bankruptcy petition and process are 

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

attorney.

The filing process for lawyers:

• An attorney’s signature on a petition certifies 

that the attorney has performed reasonable 

investigation into circumstances giving rise to the 

petition.

• Attorneys must carefully review documents such 

as tax returns and pay stubs as well as ask clients 

for credit reports.

• Attorneys are more apprehensive about 

sanctions.

LOANS

Home Equity Loans

A home equity loan could be a smart way to pay 

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

consider carefully before taking out a home equity 

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

you could lose your home.

Beware: Credit Insurance

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

salesperson may try to sell you credit insurance. 

Your credit card company may also encourage 

you to purchase credit insurance. The coverage 

may be promoted as a way for you to protect 

yourself if your property is damaged or lost. 

Other credit insurance promises to make loan 

payments if you are laid off, become disabled, or 

die. It is usually better to buy regular property, 

life, or disability insurance instead of credit 

insurance.

credit
16 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

Home equity loans can be either a revolving line 

of credit or a lump sum. Revolving credit lets you 

withdraw funds when you need them. A lump sum 

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

purpose, such as remodeling or tuition. Apply for 

a home equity loan through a bank or credit union 

first. These loans are likely to cost less than those 

offered by finance companies.

Please see the Housing section (p. 24) for helpful 

information about buying, leasing, renting, or 

repairing a home.

Installment Loans

Before you sign an agreement for a loan to buy a 

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

you fully understand all of the lender’s terms and 

conditions, including: 

• The dollar amount you are borrowing.

• The payment amounts and when they are due.

• The total finance charge, including all interest 

and fees you must pay to get the loan.

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

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

• Penalties for late payments.

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

the loan.

• Penalties if you pay the loan back early.

The Truth in Lending Act requires lenders to 

give you this information so you can compare 

different offers.

FINANCING YOUR

EDUCATION

Paying for College 101

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

expensive, especially if you or your child goes to 

a private school. How much it will cost depends 

on the college you choose. Once you’ve narrowed 

your college choice, contact it to find out how much 

the total cost will be and what scholarships and 

financial aid are available. 

High schools often hold free seminars on 

choosing and paying for college. Another source 

of information on financial assistance from both 

private and government sources is www.finaid.org. 

This site also offers calculators that can help you 

figure out how much school will cost, how much you 

need to save, and how much aid you will need.

Many state governments have created programs to 

make it easier for families to save for the education 

of their children. Visit www.collegesavings.org for 

links to information on the various state programs, 

such as 529 plans.

credit

Payday And Tax Refund Loans

Payday loans are illegal in some states. Recent 

changes in the law for payday lenders have also 

made payday loans illegal for members of the 

military. With a typical payday loan, you might 

write a personal check for $115 to borrow $100 for 

two weeks, until payday. The Annual Percentage 

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

repay the loan quickly, it may not appear such a 

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

that relatively small loan can grow into a major 

debt. At 390% interest, a $100 loan will become 

$490 in a year and $2,401 in two years.

Another high-cost way to borrow money is a 

tax refund loan. This type of credit lets you get 

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

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

of cash, avoid both of these loans by asking for 

more time to pay a bill or seeking a traditional 

loan. Even a cash advance on your credit card 

may cost less.

Federal Student Aid • Many helpful publications are available at 

www.edpubs.gov, or you can call 1-800-433-3243.

• The federal government’s direct loan website, 

www.dl.ed.gov, includes a servicing center.

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

Outlook Handbook, www.bls.gov/oco, 

provides information on various careers and 

their earning potential.

• The U.S. Department of Education’s site, 

www.ed.gov, offers several financial aid 

guides for consumers.

• The National Association of Student Financial 

Aid Administrators provides a “Cash for College 

Guide” with advice, tips, and information on 

financing your education at www.nasfaa.org.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 17

EDUCATION

Student Financial Aid

Student financial aid is available from a wide variety 

of sources, including the federal government, 

individual states, directly from colleges and 

universities, and from numerous other public and 

private agencies and organizations. Whatever the 

source, all forms of college aid fall into four basic 

categories:

• Grants. Gift aid 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 on campus while attending school. The 

money does not have to be repaid.

• Loans. Funds that are borrowed and must be 

repaid with interest. As a general rule, educational 

loans have more favorable terms and interest 

rates than traditional consumer loans.

• Scholarships. Offered by the school, local/

community organizations, private institutions, and 

trusts, scholarships do not have to be repaid and 

are generally awarded based on specific criteria.

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 Free 

Application for Federal Student Aid (FAFSA) 

application has been processed and to request a 

copy of your Student Aid Report (SAR). For FSAIC 

contact information, see page 101.

College Cost Reduction and Access Act

The College Cost Reduction and Access Act of 

2007 created two new federal programs: a new 

Public Service Loan Forgiveness Program and 

a new Income-Based Repayment plan for the 

repayment of federal loans. 

The Public Service Loan Forgiveness Program 

offers forgiveness for outstanding federal loans for 

individuals working full time in public service jobs. 

The Income-Based Repayment plan helps to make 

repaying education loans more affordable for lowincome borrowers. 

Both programs offer generous benefits, but the 

rules may seem complex, so it is important to get all 

of the details. For more information: 

• Department of Education: 

www2.ed.gov/fund/grants-college.html. 

• Federal Student Aid: www.studentaid.ed.gov.

• National Association of Student Financial Aid 

Administrators: www.nasfaa.org. 

Under a new law passed in 2010, the Student 

Aid & Fiscal Responsibility Act, certain student 

loans—Stafford, PLUS, and Consolidation Loans—

previously made by private lenders, will come 

directly from the U.S. Department of Education. 

More information about the new loans, including 

lower caps on monthly payments, can be found at 

www.studentaid.ed.gov. Additional information 

about student loans, jobs, and other topics is 

available at www.students.gov. 

Diploma Mills

If you’re ever tempted by an e-mail or ad claiming you can “earn 

a degree based on life experience,” don’t fall for it. Any company 

that offers degrees for a flat fee and requires little course work 

is a diploma mill. If the school is not recognized as an accredited 

institution by the Secretary of Education, you may not be able to 

receive financial aid and employers won’t recognize your degree. 

To check on a school’s accreditation by the Department of 

Education, visit www.ope.ed.gov/accreditation or search 

the Council for Higher Education Accreditation’s database at 

www.chea.org/search.

Beware: Scholarship and Financial Aid Scams

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

there are legitimate companies that will help guide you through the 

financial aid and college application process for a fee, disreputable 

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

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

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

believe it. Unscrupulous companies attach conditions that make 

it impossible to get the refund. 

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

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

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

school counselor.

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

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

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

If a company wants bank account information or your credit card 

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

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

asking for authorization to debit your checking account for an 

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

scam.

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

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

ignore the offer.

EDUCATION
18 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

EMPLOYMENT

EMPLOYMENT 

Times have changed for job searching, and 

numerous websites are now available that post jobs 

for private industry. Many companies also offer a 

way to apply online. However, these sites and new 

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

contacts, business organizations, and interviewing.

Employment Agencies

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

from employment agencies that promise wonderful 

opportunities. While some companies honestly 

want to help you, others are more interested in 

taking your money. Be wary of:

• Promises to get you a job and a guaranteed 

income.

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

refund if you are dissatisfied.

• Employment agencies whose ads read like job 

ads.

• Promotions of “previously undisclosed” 

government jobs. All federal jobs are announced 

to the public at www.usajobs.gov.

Get a copy of the employment agency contract and 

review it carefully before you pay any money. Check 

with your local consumer protection agency 

(p. 116) and the Better Business Bureau (p. 67) to 

see whether any complaints have been filed about a 

company. 

The Federal Trade Commission (p. 110) investigates 

businesses that fraudulently advertise employment 

openings and guarantee job placement. Contact the 

FTC if you have a complaint.

Work-At-Home Companies

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing, and assembly or 

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

one of America’s Fastest-Growing Industries. Earn 

thousands of dollars a month from your home!” 

Legitimate work-at-home program sponsors should 

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

they are selling. Here are some questions you might 

ask a promoter:

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

program sponsor to list every step of the job.)

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

commission?

• Who will pay me?

• When will I get my first paycheck?

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

program, including supplies, equipment, and 

membership fees? What will I get for my money?

The answers to these questions may help you 

determine whether a work-at-home program is 

appropriate for your circumstances and whether it is 

legitimate.

Multi-Level Marketing 

Some multi-level marketing plans are legitimate; 

however, others are illegal pyramid schemes. In 

pyramids, commissions are based on the number 

of distributors recruited. Most of the product sales 

are made to these distributors, not to consumers in 

general. The underlying goods and services, which 

vary from vitamins to car leases, serve only to make 

the schemes look legitimate. Most people end up 

with nothing to show for their money except the 

expensive products or marketing materials they were 

pressured to buy.

If you’re thinking about joining what appears to be 

a legitimate multi-level marketing plan, take time to 

learn about the plan:

• What is the company’s track record?

• What products does it sell?

Mystery Shopper Jobs

Mystery shopper jobs may seem easy and 

lucrative, but they may be fraudulent. According 

to the FTC, some scams require you to pay a 

fee for the privilege of working for the company. 

Other companies send you a fake cashier’s 

check to deposit; then they instruct you to send 

most of the money to another address and use 

only a small amount for the shopping trip. When 

the bank discovers that the check is not legal, 

you will be liable for repaying the money. For more 

information on mystery shopping, check your 

local bookstore, library, or the Mystery Shopping 

Providers Association at 

www.mysteryshop.org.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 19

FOOD AND NUTRITION

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

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

makes about its product?

• Is the product competitively priced?

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

• How much does it cost to join the plan?

• Are monthly minimum sales required to earn a 

commission?

• Will you be required to recruit new distributors to 

earn your commission?

Net-Based Business Opportunities

The Federal Trade Commission says that many 

Internet business opportunities are scams that 

promise more than they can possibly deliver. The 

companies lure would-be entrepreneurs with false 

promises of big earnings for little effort. Some tips 

for finding a legitimate opportunity:

• Consider the promotion carefully. 

• Study the business opportunity’s franchise 

disclosure document. 

• Get earnings claims in writing and compare them 

with the experience of previous franchise and 

business opportunity owners. 

• Visit previous franchise and business opportunity 

owners in person, preferably at their places of 

business. 

• Check out the company with the local consumer 

protection agency (p. 116) and Better Business 

Bureau (p. 67). See whether there have been any 

complaints. 

• If the business opportunity involves selling 

products from well-known companies, verify 

the relationship with the legal department of the 

company whose merchandise you would promote. 

• Consult an attorney, accountant, or other 

business advisor before you put any money down 

or sign any papers. 

• Take your time. Promoters of fraudulent business 

opportunities are likely to use high-pressure 

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

opportunity is legitimate, it will still be around 

when you’re ready to decide.

Unemployment

The government’s Unemployment Insurance 

Program provides benefits to eligible workers who 

become unemployed through no fault of their own 

and who meet other eligibility requirements. Each 

state administers its own program under federal 

guidelines. Eligibility requirements, benefit amounts, 

and length of benefits are determined by the states. 

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

unemployment-insurance/index.htm. 

FOOD AND NUTRITION

Healthy Food Choices

To help you make healthy food choices, the federal 

government posts dietary guidelines at 

www.health.gov/dietaryguidelines. Federal 

regulations also require many foods to identify fat 

content, fiber, and nutrients on their labels.

Food Safety

Food safety in the home revolves around three main 

functions: food storage, food handling, and cooking. 

Most experts agree that practicing a few simple 

rules focused on cleaning, separating, cooking, 

and chilling can prevent most food-borne illness in 

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

gateway to government food safety information, 

including publications you can download or request. 

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

safety alerts and recalls.

For more information, here are some additional 

resources:

• Centers for Disease Control and Prevention 

(p. 103).

• FDA’s Food Information and Seafood Hotline, 

1-888-SAFEFOOD (723-3366).

• Partnership for Food Safety Education at 

www.fightbac.org, the online resource for Fight 

Food for Thought

Check out these resources for advice, tips, and information 

on food shopping and nutrition:

• U.S. Department of Agriculture (p. 100).

• U.S. Food and Drug Administration (p. 103).

• Nutrition.gov (www.nutrition.gov).

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

www.nlm.nih.gov/medlineplus).

• Center for Nutrition Policy and Promotion 

(www.mypyramid.gov).

FOOD AND NUTRITION
20 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

food & Nutrition

BAC! for food safety and safe food handling 

information.

• U.S. Department of Health and Human Services 

(p. 102).

• USDA Food Safety and Inspection Service, 

www.fsis.usda.gov.

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

Weight Loss

The only proven way to help you lose weight is to 

burn more calories than you consume. If you need 

to lose weight, talk with your doctor about the 

options that are best for you. Most health experts 

agree that the best and safest way to lose weight is 

to modestly cut calories, eat a balanced diet, and 

exercise. People usually do best when they reduce 

their usual calorie intake or increase the calories 

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

enough for good nutrition yet lose about one to two 

pounds a week. Steer clear of harmful tactics such 

as smoking, fasting, purging, or abusing laxatives.

Avoid fad diets and other weight loss programs that 

promise fast results or limit your food choices. Ask 

yourself the following:

• How does the product or service work? Does 

the program emphasize diet, exercise, or a 

combination of both?

• How much will it cost? Ask for an itemized list that 

includes membership fees and fees for weekly 

visits. Ask whether there are extra fees for 

diagnostic tests, food, dietary supplements, or 

other products in the program.

• How well does it work? Ask to see the studies 

that back up success claims. Look for how many 

people completed the program, how much weight 

they lost, and how long they kept the weight off.

• What are the risks? Get details about possible 

side effects. Check with your doctor before you 

take prescriptions, over-the-counter weight loss 

drugs, or dietary supplements. Diets that require 

drastic food restriction should be under the 

supervision of a physician.

• How many calories will you eat each day? For diets 

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

doctor to make sure you get all of your nutrients.

• What are the staff qualifications? Ask about their 

training and experience.

• What type of attention will you receive? Will you 

get individual counseling or group support? How 

often?

Complaints concerning fraudulent weight loss 

claims should be directed to the Federal Trade 

Commission (p. 110).

GOING GREEN

“Going Green,” a relatively new term, means 

practicing an environmentally friendly and 

ecologically responsible lifestyle as well as 

making decisions to help protect the environment 

and sustain natural resources. There are lots 

of reasons to consider going green—too much 

trash, greenhouse gases, air and water pollution, 

damage to the ozone layer, and saving money. For 

example, switching all the light bulbs in a home from 

conventional incandescent light bulbs to compact 

Canceling Gym Memberships 

Signing up for a gym membership can be a great step, but it is 

important to know what commitments you are making before you 

sign on the dotted line. For example:

• Read the contract. Pay attention to cancellation policies, 

including whether there is an “exit fee” for breaking the 

agreement. 

• Know your state’s laws. Many states have consumer 

protections that offer a “cooling-off period” during which 

you can back out of contracts, including gym memberships. 

However, these laws vary from state to state. 

• Know your gym’s rules. Some gyms grant waivers if you 

are temporarily incapacitated, out of the area for an extended 

period, or move a certain distance away. These rules vary from 

gym to gym. 

• Cancel in writing. Always put your intention to cancel in 

writing, even if you are advised that is not necessary, and keep 

a copy of your letter. Make sure you follow the advance notice 

requirements in your contract. 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 21

HEALTH CARE

fluorescent light (CFL) bulbs could save about $40 

over the life of the bulb. Other examples include:

• Turning your thermostat down two degrees in 

winter and up two degrees in summer. 

• Making sure your walls and ceilings are well 

insulated.

• Replacing bathroom and kitchen faucets with lowflow models.

Buying Green

Buying environmentally friendly products is also an 

important step in going green. Many such 

products can be identified by the Energy Star Logo 

at www.energystar.gov or the 

Green Good Housekeeping 

Seal of Approval at www.

goodhousekeeping.com/producttesting/history.

You can also choose to buy organic 

or locally produced food and eco-friendly clothing. 

For more information about national standards 

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

Agriculture’s Agricultural Marketing Service at 

http://www.ams.usda.gov/AMSv1.0/nop. There are 

no national standards for organic clothing, but some 

fabrics to consider include organic cotton, bark 

cloth, and organic wool. 

Reusing and Recycling

Other good ways to go green include reusing 

products, instead of throwing them away, and 

recycling items made of materials such as glass, 

metal, plastic, or paper. 

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

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

curbside or recycling programs. It is easy to safely 

dispose of many products. Others, such as car 

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

solvents, require special handling. Many of these 

products can be donated or recycled through 

local government recycling centers and hazardous 

household item collection days, charitable 

organizations, or even electronics retailers. 

For more information about safely disposing of 

products that contain hazardous ingredients, visit 

the Environmental Protection Agency’s (EPA) 

website: www.epa.gov/epawaste. 

Many utility companies now offer curbside recycling 

programs that provide U.S. households with a 

responsible and convenient way to recycle materials. 

To locate information on recycling services and 

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

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

www.earth911.org.

HEALTH CARE

Thousands of resources are now available to help 

you make health care decisions. Be wary of websites 

sponsored by companies that are trying to sell you a 

particular treatment. It’s better to contact reputable 

associations or visit sites run by government 

agencies and recognized organizations such as the 

Mayo Clinic or the American Medical Association 

(AMA). This information should complement, not 

replace, what you receive from a doctor. Here are 

some sites that are generally recognized as reliable 

information sources:

• HealthierUS.gov, HealthFinder.gov, and

MedlinePlus (www.medlineplus.gov) provide 

information on health issues, health care 

programs, and organizations.

• Mayo Clinic (www.mayoclinic.com) and

American Medical Association 

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

and much more.

• Medical Library Association (www.mlanet.org) 

links to websites suggested by librarians.

HEALTH CARE

Examine Your Local Medical Facilities

Get statistics on medical facilities at these sources:

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

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

statistics and information.

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

area and health by age group.

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

Association.

• www.citizen.org links to a public interest organization that 

provides information on medical board disciplinary actions.
22 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

healthcare

• National Institute of Mental Health

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

research about understanding and treating 

mental illness.

• Substance Abuse and Mental Health 

Services Administration (www.samhsa.gov) 

provides information on prevention, treatment, 

and recovery from substance abuse or mental 

health issues. 

For information on health care plans or the new 2010 

Affordable Care Act, see page 30.

Choosing A Doctor

When searching for a primary care doctor, dentist, 

specialist, or other health care professional:

• Find out whether the health care professional 

is licensed in your state. A state or local 

occupational and professional licensing board will 

be able to give you this information (p. 116).

• Research whether the health care professional is 

board-certified in the appropriate specialty. Visit 

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

information.

• Ask how often the health care professional has 

done the procedure you need and his or her 

success rate. You may be able to find some of 

this information on the Internet. For example, 

the Centers for Disease Control and Prevention 

(CDC) reports the success rates and number of 

procedures performed by fertility clinics at 

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

data on the success of heart-bypass surgery.

• Check whether there have been any complaints or 

disciplinary actions taken. Visit www.docboard.

org and www.healthcarechoices.org for more 

information.

There are also pay-for-use sites with similar 

information, including www.QuestionableDoctors.

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

Visit www.healthfinder.gov for more advice on 

identifying providers.

Filing a Complaint

If you have a complaint about the medical services 

you received from a physician, you may file a 

complaint with your State Medical Board. For a 

complete directory from the Federation of State 

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

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

to get the phone number of your state medical board.

Choosing A Health care Facility

Report cards on the Internet can help you compare 

health care facilities. Three private websites that 

rate hospitals based on information collected 

from Medicare records and other sources are 

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

www.healthgrades.com. 

The Joint Commission on Accreditation of 

Healthcare Organizations (JCAHO) accredits 

hospitals as well as nursing homes and other health 

care organizations. Specially trained investigators 

assess whether these organizations meet set 

standards. At www.jointcommission.org you can 

check on a local facility, including how it compares 

with others. JCAHO also accepts consumer 

complaints. You can post a complaint on its website 

or call 1-800-994-6610.

If you are looking for a nursing home or other 

assisted-living facility, these organizations can help:

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

Department of Health and Human Services, will 

help you compare the facilities in many states. Go 

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

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

• Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking 

local and state support resources for the elderly 

(p. 103).

• The American Association of Homes and 

Services for the Aging (www.aahsa.org) is a trade 

group that represents many nonprofit facilities 

(p. 147).

MEDICARe FRAUD

Medicare fraud can occur when someone steals your Medicare 

number to obtain medical care, buy medication, or submit fake 

bills to Medicare in your name. Here are some ways that you can 

stop Medicare fraud:

• Guard your Medicare and Social Security numbers.

• Only give your Medicare number to your physician or other 

approved Medicare providers.

• Hang up the phone on telemarketers who pretend to be from 

Medicare or to be conducting a health care survey and request 

your Medicare or Social Security Number.

• Be suspicious of offers for free medical service in exchange 

for your Medicare number; if it is free, they don’t need your 

Medicare number.

• Review your Medicare statements to make sure that your 

account was not billed for services you did not receive. Report 

questionable charges to Medicare at 1-800-633-4227.

• For more tips on preventing Medicare fraud, visit 

www.stopmedicarefraud.gov.

If you suspect that you have been the victim of Medicare fraud, 

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

HHSTips@oig.hhs.gov.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 23

healthcare

• 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.

Naming a Durable Power of Attorney 

for Health Care 

A durable power of attorney for health care 

(sometimes called a durable medical power of 

attorney) specifies the person you’ve chosen to 

make medical decisions for you. It is activated when 

you’re unconscious or unable to make medical 

decisions, or when you have otherwise specified. 

You need to choose someone who meets the legal 

requirements in your state for acting as your agent. 

State laws vary, but most states disqualify anyone 

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

employees of your health care provider.

The person you name as your agent must:

• Be willing to speak and advocate on your behalf.

• Be willing to deal with conflict among friends and 

family members, if it arises.

• Know you well and understand your wishes.

• Be willing to talk with you about these issues.

• Be someone you trust with your life.

Prescription Drugs

Pharmacies may charge widely different prices 

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

comparison shop:

• Ask your physician and pharmacist whether a 

generic drug may be appropriate. Generics usually 

cost less than brand-name drugs. Many insurance 

companies use a multi-tier co-payment plan for 

prescription drugs. Be sure to ask before filling the 

prescription.

• Consider using a mail-order or online pharmacy, 

especially if you will be taking a drug for a long 

time; they often charge less.

An increasing number of consumers are replacing 

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

While there are online pharmacies that provide 

legitimate prescription services, there are also some 

questionable sites that make buying medicines 

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

pharmacy. Check with the National Association of 

Boards of Pharmacy to determine whether the site is 

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

or call 847-391-4406.

An online pharmacy should offer you access 

to a registered pharmacist who can answer any 

questions you might have about drug interactions, 

side effects, and other safety precautions. Be wary 

of sites that:

• Sell medications without a prescription.

• Sell medications not approved by the FDA.

• Advertise quick cures.

• Tell stories of “amazing results.”

If you suspect a site is not a licensed pharmacy, 

report it and any complaints to the Food and 

Drug Administration (p. 103) at www.fda.gov/oc/

buyonline/buyonlineform.htm.

Want to know the side effects of a particular 

medication? Curious whether a drug has been 

approved by the Food and Drug Administration? For 

answers to these questions and other information 

on approved prescription and over-the-counter 

and discontinued drugs, visit www.accessdata.

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

information, you can also contact the FDA (p. 103).

Medicare Prescription

Drug Coverage

Medicare offers prescription drug coverage to help 

you get the prescription drugs you need. Everyone 

with Medicare can join a drug plan to get this 

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

approved by Medicare, call 1-800-MEDICARE 

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

on drug discount cards to make sure you are getting 

the best deal. 

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

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

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

income and resources, you may get extra help to 

cover prescription drugs for little or no cost. For 

more information, contact the Centers for Medicare 

& Medicaid Services (p. 103). 

HEALTH CARE
24 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

housing

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

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

Type of Mortgage Pros Cons

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

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

If interest rates fall, you could be stuck 

paying a higher rate.

Adjustable-rate (ARM) or 

variable-rate mortgage 

Usually offers a lower initial rate of interest than 

fixed-rate loans. 

After an initial period, rates fluctuate over 

the life of the loan. When interest rates rise, 

generally so do your loan payments. 

FHA (Federal Housing 

Administration) loans

Allows buyers who may not qualify for a home 

loan to obtain one with a low down payment. 

The size of your loan may be limited. 

VA loan Guaranteed loans for eligible veterans, active 

duty personnel, and surviving spouses. Offers 

competitive rates, low or no down payments. 

The size of your loan may be limited.

Balloon mortgage Usually a fixed-rate loan with relatively low 

payments for a fixed period.

After an initial period, the entire balance 

of the loan is due immediately. This type of 

loan may be risky for some borrowers. 

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

monthly payments for a fixed term. 

After an initial period, the balance 

of the loan is due. This could mean 

higher payments, paying a lump sum, or 

refinancing. 

Reverse mortgage Allows seniors to convert equity in their homes 

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

interest as long as you live in the house. 

Subject to aggressive lending practices and 

false advertising promises, particularly by 

lenders that prey on seniors. Check to make 

sure the loan is Federally insured. 

HOUSING

The U.S. Department of Housing and Urban 

Development (HUD) funds housing counseling 

agencies throughout the country. These 

organizations can give you advice on buying a home, 

renting, defaults, foreclosures, credit issues, and 

reverse mortgages. To contact the agency nearest 

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

Homeowners with problems that could result in 

default of their mortgage or foreclosure on their 

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

If, in your housing search, you believe you are 

being discriminated against on the basis of your 

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

or disability, contact HUD’s Office of Fair Housing 

and Equal Opportunity (p. 105).

Buying A Home

Buying a home is one of the most complex financial 

decisions you’ll ever make. In addition to the 

financial and legal issues involved, real estate 

agents and lenders may not be acting in your best 

interest.

• Real estate agents represent the seller, not the 

buyer. Consider hiring a buyer’s agent who works 

for you, not for the seller. 

• Get prices on other homes. Knowing the price of 

other homes in a neighborhood will help you avoid 

paying too much.

• Have the property inspected. Use a licensed home 

inspector to carefully inspect the property before 

agreeing to buy it.

Mortgages

When shopping for a home mortgage, make sure 

you obtain all of the relevant information:

• Research current interest rates. Check the real 

estate section of your local newspaper, use the 

Internet, or call at least six lenders for information. 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 25

housing

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

mortgages. You may be able to save thousands of 

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

• Ask for details on the same loan amount, loan 

term, and type of loan from multiple lenders so 

that you can compare the information. Be sure 

to get the Annual Percentage Rate (APR), which 

takes into account not only the interest rate, but 

also points, broker fees, and other credit charges 

expressed as a yearly rate.

• Ask whether the rate is fixed or adjustable. 

The interest rate on adjustable-rate mortgages 

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

the mortgage. An increase of several percentage 

points might raise payments by hundreds of 

dollars per month.

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

the rate and loan payment could change.

• Find out how much down payment is required. 

Some lenders require 20% of the home’s purchase 

price as a down payment. But many lenders now 

offer loans that require less. In these cases, you 

may be required to purchase private mortgage 

insurance (PMI) to protect the lender if you fall 

behind on payments.

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

insurance will be. How much will the monthly 

mortgage payment be when the PMI premium is 

added, and how long you will be required to carry 

PMI?

• Ask whether you can pay off the loan early and 

whether there is a penalty for doing so.

There is a long list of sources for mortgages loans: 

mortgage banks, mortgage brokers, banks, thrifts 

and credit unions, home builders, real estate 

agencies, and Internet lenders. 

For more information on home buying and 

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

include the Mortgage Bankers Association at 

www.homeloanlearningcenter.com and the National 

Association of Realtors at www.realtor.org. 

Mortgage Transfers

New Federal Reserve rules help mortgage 

borrowers by requiring that mortgage companies 

notify them when their loans are transferred to 

another company. Before the new rules, if your loan 

was sold or transferred from your current lender to 

a new lender, the new lender did not have to tell you 

that it acquired your loan. The new rules ensure that 

you know who owns your loan, which is important 

information if you have questions or payment 

disputes or want to discuss loan modifications. 

Under the new rules, the company that takes over 

your loan must send you a notice within 30 days 

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

company that “services” or handles your loan might 

not change and you might continue to send your 

mortgage payments to the same address. If that loan 

servicer changes, you will receive a separate notice. 

For more information about servicing companies, 

read the Federal Trade Commission’s publication, 

“Mortgage Servicing: Making Sure Your Payments 

Count,” at www.ftc.gov/bcp/edu/pubs/consumer/

homes/rea10.shtm.

Avoiding 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 

housing

Mortgage Refinancing

Consider refinancing your mortgage if you can 

get a rate that is at least one percentage point 

lower than your existing mortgage rate and if 

you plan to keep the new mortgage for several 

years. When comparing mortgages, don’t forget 

to include the extra fees you must pay for the 

new mortgage. You may be able to get some 

fees waived if you are able to refinance with your 

current mortgage holder.

Before Choosing A Lender, 

Do Your Research • Get recommendations: Ask friends and 

family members for suggestions, especially if 

they’ve obtained a loan recently.

• Check credentials: Mortgage bankers 

are regulated by your state’s department 

of banking or division of real estate. Check 

with the one appropriate to your state to see 

whether a lender is in good professional 

standing. Mortgage brokers may or may not 

be state regulated. If not, check with the local 

chapter of the Mortgage Bankers Association 

of America or the Better Business Bureau 

(p. 67) to see whether your mortgage banker’s 

record is clean. 

• Do your homework: Learn about typical 

mortgages and ask a question when something 

looks amiss; a broker may be trying to pad 

closing costs or other fees at your expense.

• Be cautious online: There are plenty of 

attractive deals online, but first make sure 

you’re dealing with a reliable broker or lender.
26 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

housing

than your property is worth, a deficiency judgment 

is pursued. Both foreclosures and deficiency 

judgments have a negative impact on your future 

credit. You should avoid foreclosure if at all 

possible.

These steps can help:

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

having problems making your payments, call or 

write to your lender’s Loss Mitigation Department 

immediately. Explain your situation. Be prepared 

to provide financial information, such as your 

monthly income and expenses. Without this 

information, the lender may not be able to help.

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

for assistance if you abandon your property. For 

example, the Hope for Homeowners program 

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

• Contact a HUD-approved housing counselor. 

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

housing counseling agency nearest you. These 

agencies are valuable resources. 

• Contact Making Home Affordable for help. Call 

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

counselor who will guide you through your 

options for free.

HUD counselors frequently have information on 

services and programs offered by government 

agencies as well as private and community 

organizations that could help you. The housing 

counseling agency may also offer credit counseling. 

These services are usually free of charge.

For more information, resources are available at the 

following agencies:

• The U.S. Department of Housing and Urban 

Development (p. 105).

• The Federal Trade Commission (p. 110).

Additional advice, resources, and tips for 

homeowners can be found under Home Equity 

Loans (p. 15), Insurance (p. 31), and Home 

Improvement and Repairs (p. 27).

Moving Companies

Not all moving companies are the same. 

Although many are legitimate, some attempt to take 

advantage of their clients. Follow these guidelines to 

help you choose the right mover: 

Get a written estimate from several movers. Be 

wary of very low estimates. Some companies use 

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

money before they will remove your belongings from 

their truck.

Make sure the mover has an operating license.

For moves from one state to another, visit 

www.protectyourmove.gov to verify a mover’s 

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

county, or local consumer affairs agency (p. 116).

Make sure the mover has insurance. If furniture 

is damaged during the move, the mover’s insurance 

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

are limits to the coverage.

Check the mover’s track record. Contact your 

state or local consumer protection agency (p. 116) or 

Better Business Bureau (p. 67) to see whether there 

is a history of complaints.

Mortgage & FORECLOSURE SCAMS • Lease-back or rent-to-buy scams: You are asked to 

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

artist who promises to obtain better financing for your 

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

with the option to purchase the home back. However, 

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

agreement, you will lose your money and be evicted like 

any other tenant. 

• Fake “government” modification programs: These 

scams claim to be affiliated with the government or 

require that you pay high fees in order to benefit from 

government modification programs. Remember that you 

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

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

website names that make consumers think they are 

associated with the government.

• Refinance fraud: The scam artist offers to be an 

intermediary between you and your mortgage lender to 

negotiate a loan modification. The scam artist may even 

instruct you to make payments directly to him or her, 

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

scam artist will not forward the payments to your lender 

and you could still lose your home.

• “Eliminate your debt” claims: Some companies may 

make false legal claims that you are not required to repay 

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

eliminate your debt. Do not believe these claims.

• Refinance scams: You are encouraged to sign 

“foreclosure rescue” loan documents to refinance your 

loan. In reality, you have surrendered ownership of your 

home because the loan documents are actually deed 

transfer documents. You may falsely believe that your 

home has been saved from foreclosure until you receive 

an eviction notice months or even years later.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 27

housing

If you have a dispute with a moving company, you 

can file a complaint with the Federal Motor Carrier 

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

by visiting www.fmcsa.dot.gov.

Home Improvement And Repairs

Home improvements and repairs can cost 

thousands of dollars and are the subject of frequent 

complaints. When selecting a contractor:

• Get recommendations and references. Talk to 

friends, family, and others who have used the 

contractor for similar work.

• Get at least three written estimates. Insist the 

contractors come to your home to evaluate what 

needs to be done. Be sure the estimates are 

based on the same work so that you can make 

meaningful comparisons.

• Check contractor complaint records with your 

state or local consumer protection agency (p. 116) 

or Better Business Bureau (p. 67).

• Make sure the contractor meets licensing and 

registration requirements. Your state or local 

consumer protection agency (p. 116) can help you 

find out what the necessary requirements are.

• Get the names of suppliers and ask them whether 

the contractor makes timely payments.

• Contact your local building inspection department 

to check for permit and inspection requirements. 

Be wary if the contractor asks you to get the 

permit; it could mean the firm is not licensed.

• Be sure your contractor is insured. The contractor 

should have personal liability, property damage, 

and workers’ compensation insurance for workers 

and subcontractors. Also check with your 

insurance company to find out whether you are 

covered for any injury or damage that might occur.

• Insist on a written contract that states exactly 

what work will be done, the quality of materials 

that will be used, warranties, timetables, the 

names of any subcontractors, the total price of the 

job, and the schedule of payments.

• Try to limit your down payment. Some states 

have laws limiting the amount of down payment 

required.

• Understand your payment options. Compare the 

cost of getting your own loan versus contractor 

financing.

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

until you are satisfied with the work and know that 

subcontractors and suppliers have been paid. 

Some state laws allow unpaid subcontractors and 

suppliers to put a lien on your home for bills the 

contractor failed to pay.

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

the right to withhold payment to the credit card 

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

Be especially cautious if the contractor:

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

• Just happens to have material left over from a 

recent job.

• Offers you discounts for finding other customers.

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

estimates.

• Pressures you for an immediate decision.

• Can only be reached by leaving messages with an 

answering service.

• Drives an unmarked van.

• Has out-of-state license plates.

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

With most home improvements, federal law gives 

you three business days to cancel without penalty. 

See 3-Day Cooling-Off Rule (p. 44). Of course, you 

would be liable for any benefit already received. 

State laws may also provide some protection. And 

remember, if you finance home improvements with 

a home equity loan and don’t make your payments, 

you could lose your home; see Home Equity Loans 

(p. 15).

Beware of Foreclosure Rescue 

Scams—Help Is Free! • Beware of anyone who asks you to pay a 

fee in exchange for a counseling service or 

modification of a delinquent loan.

• Scam artists often target homeowners who are 

struggling to meet their mortgage commitment 

or are anxious to sell their homes. Recognize 

and avoid common scams. 

• Assistance from a HUD-approved 

housing counselor is free. Visit 

www.makinghomeaffordable.gov

or call the Homeowner’s HOPE Hotline, 

1-888-995-HOPE (4673). 

• Beware of people who pressure you to sign 

papers immediately or who try to convince you 

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

transfer the deed to your house over to them.

• Do not sign over the deed to your property to 

any organization or individual unless you are 

working directly with your mortgage company 

to forgive your debt.

housing
28 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

housing

Renting/Leasing

A lease is an agreement that outlines the 

obligations of the owner and the tenants of a house 

or apartment. It is a legally binding document that 

courts will generally uphold in legal proceedings, so 

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

lease agreement before you sign it. Some things to 

look for in a lease:

• Clauses that allow the landlord to change the 

terms of the lease after it is signed.

• Requirements/responsibilities of the tenants to 

do routine repairs such as lawn maintenance, 

cleaning, or notification about repairs.

• Restrictions that would prevent you from living 

normally or comfortably in the home.

• Term of the lease and any important dates such as 

when the rent is due or garbage pickup days.

Read the lease carefully and discuss anything you 

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

landlord responsibilities should be clearly stated. 

Always get a copy of the signed lease to keep in 

your records. Any clause or terms in the agreement 

affects ALL parties who sign.

Tenants who lease or rent property are protected by 

the Fair Housing Act. If you think your rights have 

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

HUD office nearest you (p. 105). You have one year 

after the alleged violation to file a complaint with 

HUD, but you should file as soon as possible.

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

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

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

public housing at www.hud.gov. The agency 

(p. 105) offers several housing assistance programs 

for tenants and landlords as well as information on 

rights of residents and displaced tenants. 

Ten Tips for Renters

 1. The best way to win over a prospective landlord 

is to be prepared by bringing with you a 

completed rental application; written references 

from previous landlords, employers, friends, 

and colleagues; and a current copy of your 

credit report.

 2. Carefully review all of the important conditions 

of the tenancy before you sign.

 3. To avoid disputes or misunderstandings with 

your landlord, get everything in writing.

 4. Ask about your privacy rights before you sign 

the lease. 

 5. Know your rights to live in a habitable rental 

unit—and don’t give them up.

 6. Keep communication open with your landlord.

 7. Purchase renters’ insurance to cover your 

valuables.

 8. Make sure the security deposit refund 

procedures are spelled out in your lease or 

rental agreement.

 9. Learn whether your building and neighborhood 

are safe, and what you can expect your landlord 

to do if they aren’t.

10. Know when to fight an eviction notice and when 

to move. Unless you have the law and provable 

facts on your side, fighting an eviction notice is 

usually shortsighted.

Landlords

The Department of Housing and Urban 

Development’s rental assistance program, also 

known as the Housing Choice Voucher Program, 

allows low-income families to lease privately owned 

rental housing. If you wish to rent to voucher 

holders, you should inform the local Housing 

Authority. For more information, visit www.hud.gov.

landlord in foreclosure?

If the property you live in goes in foreclosure, you still have 

rights as a renter. Under the Protecting Tenants at Foreclosure 

Act of 2009:

• All tenants are entitled to 90 days’ notice before being evicted 

due to foreclosure.

• Existing leases will be valid through the end of the lease term. If 

the lease ends in less than 90 days, you will have a minimum of 90 

days’ notice prior to eviction. 

• There is an exception: If the new owner plans to use the property 

as his or her primary residence, you may have to vacate within 90 

days (even if the lease extends longer than that period).

Making Home Affordable

The Making Home Affordable Program offers 

opportunities to modify or refinance your 

mortgage to make your monthly payments 

more affordable. It also includes the Home 

Affordable Foreclosure Alternatives Program for 

homeowners who are interested in a short sale or 

deed-in-lieu of foreclosure. Go to 

www.MakingHomeAffordable.gov 

or call the Homeowner’s HOPE Hotline, 

1-888-995-HOPE (4673). 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 29

insurance

INSURANCE

General sources of insurance information include 

the American Council of Life Insurers (p. 147), the 

Insurance Information Institute (p. 149), the National 

Association of Insurance Commissioners (p. 150), 

and your state insurance department (p. 134). You 

can also visit www.insure.com. 

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

auto, rental, or other:

• Find out whether your state insurance department 

offers any information concerning insurance 

companies and rates (p. 134). This is a good way 

to get a feeling for the range of prices and the 

lowest-cost providers in your area. 

• Check several sources for the best deal. 

Try getting quotes from a website such as 

www.insweb.com, but be aware that many 

online services may provide prices for just a few 

companies. An independent insurance agent who 

works with several insurers in your local area may 

be able to get you a better deal.

• Make sure the insurance company is licensed and 

covered by the state’s guaranty fund. The fund 

pays claims in case the company defaults. Your 

state insurance department (p. 134) can provide 

this information.

• Check the financial stability and soundness of 

the insurance company. Ratings from A.M. Best 

(www.ambest.com), Standard & Poor’s 

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

Investors Services (www.moodys.com) are 

available online and at most public libraries.

• Research the complaint record of the company. 

Contact your state insurance department (p. 134), 

or visit the website of the National Association of 

Insurance Commissioners (www.naic.org), which 

has a database of complaints filed with state 

regulators.

• Find out what others think about the company’s 

customer service. Consumers can rate 

homeowner insurance companies at 

www.jdpower.com/insurance.

• Once you pay your first insurance premium, 

make sure you receive a written policy. This tells 

you that the agent forwarded your premium to 

the insurance company. If you don’t receive a 

policy within 60 days, contact your agent and the 

insurance company.

If you suspect fraud, call the National Insurance 

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

information, check out www.insurancefraud.org.

Auto Insurance

The requirements for auto insurance vary from state 

to state. Check with your state insurance regulator 

(p. 134) to learn more about individual requirements 

as well as insurers you may be considering for your 

policy. 

To get the best coverage at the best price, get 

several quotes from insurance companies. It may 

save you hundreds of dollars a year. Other ways to 

reduce your insurance premium are:

• Raise your deductible on collision and 

comprehensive coverage. If you have an older car, 

you might want to drop this coverage altogether.

• Take advantage of discounts. You may be eligible 

for a discount based on the number of miles 

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

grades if you are a student; your driving record 

(no moving vehicle violations or accidents in three 

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

You might also be able to get discounts if you 

insure more than one vehicle, insure your vehicle 

and your home with the same company, have 

anti-theft devices, or have safety features such as 

air bags or anti-lock brake system.

You can also find valuable information about car 

ownership in the Cars section (p. 6).

Disability Insurance

Disability can be more disastrous financially than 

death. If you are disabled, you lose your earning 

power, but you still have living expenses and often 

huge expenses for medical care. When purchasing 

disability insurance, ask:

• How is disability defined? Some policies 

consider you disabled if you are unable to perform 

the duties of any job. Better plans pay benefits if 

you are unable to do the usual duties of your own 

occupation. 

• When do benefits begin? Most plans have a 

waiting period after an illness before payments 

begin.

insurance
30 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

insurance

• How long do benefits last? After the waiting 

period, payments are usually available until you 

reach age 65, though shorter or longer terms are 

also available.

• What dollar amount is promised? Can 

benefits be reduced by Social Security disability 

and workers’ compensation payments? Are the 

benefits adjusted for inflation? Will the policy 

provider continue making contributions to your 

pension plan so you have retirement benefits 

when the disability coverage ends? 

For more information on disability insurance, visit 

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

Health Insurance

New Law, New Coverage, More Choices 

The 2010 Affordable Care Act puts in place 

comprehensive health insurance reforms that will 

roll out over several years. Some new provisions 

are already in place; most changes will take affect 

by 2014. The law puts into place comprehensive 

health insurance reforms that will hold insurance 

companies more accountable and will lower health 

care costs, guarantee more health care choices, and 

enhance the quality of health care for all Americans. 

Major provisions affecting consumers include:

• Coverage for seniors who hit the Medicare 

Prescription Drug “donut hole,” including a rebate 

for those who reach the gap in drug coverage;

• Expanded coverage for young adults, allowing 

them to stay on their parents’ plan until they turn 

26 years old;

• Small-business tax credits to help these 

companies provide insurance coverage to their 

workers; and 

• Providing access to insurance for uninsured 

Americans with pre-existing conditions. 

For more information about the new law, go to 

www.healthcare.gov.

Group Policies 

Many consumers have health care coverage from 

their employers. Others have medical care paid 

through a government program such as Medicare 

(p. 103), Medicaid (p. 103), or the Veterans Health 

Administration (p. 108). 

If you have lost your group coverage from an 

employer as the result of unemployment, death, 

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

be able to continue your coverage temporarily under 

the Consolidated Omnibus Budget Reconciliation 

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

coverage. When one of these events occurs, you 

must be given at least 60 days to decide whether you 

wish to purchase the coverage.

Some states offer an insurance pool to residents 

who are unable to obtain coverage because of a 

health condition. To find out if a pool is available 

in your state, check with your state department of 

insurance (p. 134).

Most states also offer free or low-cost coverage for 

children who do not have health insurance. Visit 

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

(543-7669) for more information.

Health care Plans

When purchasing health insurance, your choices 

will typically fall into one of three categories:

• Traditional fee-for-service health insurance 

plans are usually the most expensive choice, but 

they offer you the most flexibility when choosing 

health care providers. 

• Health Maintenance Organizations (HMOs)

offer lower co-payments and cover the costs of 

more preventive care, but your choice of health 

care providers is limited. The National Committee 

for Quality Assurance evaluates and accredits 

HMOs. You can find out whether one is accredited 

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

also get this information, as well as report cards 

on HMOs, by visiting www.ncqa.org.

• Preferred Provider Organizations (PPOs)

offer lower co-payments like HMOs, but give you 

more flexibility when selecting a provider. A PPO 

gives you a list of providers you can choose from.

APPEALING HEALTH INSURance CLAIM DECISIONS

If your health insurer has denied coverage for medical care you 

received, you have a right to appeal the claim and ask that the 

company reverse its decision. You can be your own health care 

advocate. Here’s what you can do:

Step 1: Review your policy and explanation of benefits.

Step 2: Contact your insurer and keep detailed records of your 

contacts (copies of letters, time and date of conversations).

Step 3: Request documentation from your doctor or employer to 

support your case.

Step 4: Write a formal complaint letter explaining what care was 

denied and why you are appealing via the company’s internal 

review process.

Step 5: If the internal appeal is not granted through step 4, file a 

claim with your state’s insurance department (see p. 134). 

For more information, visit nclnet.org or statehealthfacts.org.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 31

insurance

WARNING: If you go outside the HMO or PPO

network of providers, you may have to pay a 

portion or all of the costs.

When choosing among different health care plans, 

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

questions, such as:

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

clinic, or pharmacy I choose?

• Are specialists such as eye doctors and dentists 

covered?

• Does the plan cover special conditions or 

treatments such as pregnancy, psychiatric care, 

and physical therapy?

• Does the plan cover home care or nursing home 

care?

• Will the plan cover all medications my physician 

may prescribe?

• What are the deductibles? Are there any 

co-payments?

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

pocket to cover expenses?

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

it handled? In some plans, you may be required 

to have a third party decide how to settle the 

problem.

Homeowners’/Renters’ Insurance

You may be able to save hundreds of dollars a year 

on homeowners’ insurance by shopping around. 

You can also save money by following these tips:

• Consider a higher deductible. Increasing your 

deductible by just a few hundred dollars can make 

a big difference in your premiums.

• Ask your insurance agent about discounts. You 

may be able to get a lower premium if your home 

has safety features such as dead-bolt locks, 

smoke detectors, an alarm system, storm shutters, 

or fire-retardant roofing material. Persons over 55 

years of age or long-term customers may also be 

offered discounts. 

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

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

the value of the land when deciding how much 

homeowners’ insurance to buy, you will pay more 

than you should.

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

you have the right type and amount of insurance. 

• Make certain you purchase enough coverage to 

replace what is insured. “Replacement” coverage 

gives you the money to rebuild your home and 

replace its contents. An “Actual Cash Value” 

policy is cheaper but pays only what your property 

is worth at the time of loss‒ your cost minus 

depreciation for age and wear.

• Ask about any special coverage you might 

need. You may have to pay extra for computers, 

cameras, jewelry, art, antiques, musical 

instruments, stamp collections, etc. 

• Remember that flood and earthquake damage 

are not covered by a standard homeowners’ 

policy. The cost of a separate earthquake policy 

will depend on the likelihood of earthquakes in 

your area. Homeowners who live in areas prone 

to flooding should take advantage of the National 

Flood Insurance Program (p. 105). 

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

carries insurance on your personal belongings. 

Purchase a separate policy for renters.

Life Insurance

Your need for life insurance will change with 

changes in your life. For example, the arrival of 

children usually triggers a sharp increase in the 

amount you will need. As children grow older 

and leave the nest, you will probably need less 

protection.

Term life insurance policies are the least costly. 

They pay death benefits but have no cash value if 

you decide to stop making payments. As the word 

“term” suggests, these policies are in effect for 

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

Medicare Beneficiaries

Medicare beneficiaries can compare HMO 

programs at www.medicare.gov and 

www.medicarenewswatch.com.

insurance
32 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

insurance

certain age are common. Visit www.accuquote.com

for online comparisons of term life insurance.

Whole life, universal life, and other cash value 

policies combine a long-term savings and 

investment product with life insurance. Canceling 

these policies after only a few years can more than 

double your life insurance costs.

Long-Term Care Insurance

Medical advances have resulted in an increased 

need for nursing home care and assisted living. 

Most health insurance plans and Medicare severely 

limit or exclude long-term care. Here are some 

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

• What qualifies you for benefits? Some 

insurers say you must be unable to perform a 

specific number of the following activities of 

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

chair, dressing, bathing, using the restroom, and 

remaining continent.

• What type of care is covered? Does the policy 

cover nursing home care? What about coverage 

for assisted-living facilities that provide less client 

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

your home, will it pay for care provided by visiting 

nurses and therapists? What about help with food 

preparation and housecleaning?

• What will the benefit amount be? Most plans 

are written to provide a specific dollar benefit per 

day. The benefit for home care is usually about 

half the nursing home benefit, but some policies 

pay the same for both forms of care. Other plans 

pay only for your actual expenses. 

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

a policy with lifetime benefits, but this can be very 

expensive. Other options for coverage are from 

one to six years. The average nursing home stay is 

about 2.5 years.

• Is the benefit adjusted for inflation? If you buy 

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

fixed daily benefit will not be enough by the time 

you need it.

• Is there a waiting period before benefits 

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

Other Insurance

• Travel Insurance. There are four kinds of 

travel insurance: Travel Cancellation Insurance, 

Baggage or Personal Effects Coverage, 

Emergency Medical Coverage, and Accidental 

Death. One helpful website is 

www.insuremytrip.com. See page 46 for additional 

insight on travel concerns and problems.

• Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the 

cost of restoring their identity and repairing credit 

reports. Some companies now include this as part 

of their homeowners’ insurance policy. Others sell 

it as a stand-alone policy. Ask your homeowner 

policy company for information.

• International Health Care Insurance. A policy 

that provides health coverage no matter where 

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

you can purchase it only for the time you will be 

out of the country. Contact your current health 

care provider for coverage information.

• Liability Insurance. Insurance for what the 

policyholder is legally obligated to pay because 

of bodily injury or property damage caused 

to another person. Search online or ask your 

personal insurance agent for more information.

• Umbrella Insurance. A policy that supplements 

the insurance you already have for home, auto, 

and other personal property. Umbrella insurance 

can help cover costs that exceed the limits of 

other policies.

Beware: Insurance Fraud • When shopping for insurance on 

the Internet, check that the website 

is secure (p. 34). Look for the lock 

icon (typically in the address bar) or a URL that 

begins “https:” and never provide personal 

data if you don’t trust the site.

• Be wary of people selling insurance door-todoor and over the telephone.

• Be suspicious if, after an accident, a stranger 

contacts you to offer “quick cash” or 

recommends a particular attorney or health 

care provider. Report the incident to your police 

department.

• Don’t give your insurance identification 

numbers to companies you don’t know.

• If you are in an accident, take pictures of the 

damage and the people involved. Ask for 

names, insurance information, telephone 

numbers, and driver’s license information from 

all those involved. Getting contact information 

for any witnesses is also a good idea.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 33

internet

INTERNET

Choosing Service Providers

To connect your computer to the Internet, you’ll 

need an Internet Service Provider (ISP). Some 

ISPs are large and well known, while others are 

literally one-person operations. Some companies 

limit their service to providing Internet access only. 

Others, such as a telephone or cable company, may 

offer Internet access as part of a larger package 

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

compare service providers and options to make sure 

you are getting what you want and the best deal 

possible to meet your needs. 

If you have limited Internet expertise, you may want 

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

usually offer user-friendly startup software. This 

software often includes features such as a browser, 

instant messaging, parental controls, and pop-up 

blockers. Many also offer 24-hour tech support. 

Of course, all of this convenience results in higher 

monthly user fees. Once you are comfortable with 

how the Internet works, you may discover you 

don’t need all the “extras” and can switch to a 

lower-cost ISP.

Whatever your present level of expertise, you will 

want to consider these factors when selecting a 

provider:

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

read web pages, a dial-up connection may be 

enough. But most people also want to download 

music or television shows or watch videos. For 

these, you will need a faster connection with 

broadband access, such as a digital subscriber 

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

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

phone number or a toll-free number for access? 

• Wireless access. Can you get a wireless 

connection for other computers in your home?

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

the service? What will be the storage limit on your 

mailbox? How many days does the ISP keep your 

mail before deleting it?

• Website space. Do you want to create a personal 

website? If so, find out whether your provider 

offers web space and software to create your 

page.

• Software. Is any software required to activate the 

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

of this software? Can you use whatever browser 

or e-mail program you’d like?

• Support. What kinds of support are available—

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

support? Are there any additional charges for 

support?

• Special features. What services are provided 

for spam blocking, virus protection, instant 

messaging, and chat rooms?

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

hours per month you can use the service? 

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

there any additional equipment or set-up fees? 

Online File Sharing

Every day, millions of computer users share files 

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

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

internet

Bundling and Other Promotions 

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

same provider? Buying a bundle of services from one provider 

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

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

contract. 

Special promotions such as introductory pricing may be enticing, 

but read the fine print. The promotion price probably does not 

include taxes or the cost of extra equipment or fees. Ask the 

provider to explain all the one-time, recurring, and special charges, 

including taxes and fees. Get all promises in writing. Ask when the 

special promotions end and what the post-promotion cost will be. 

Also find out whether you have to install any special equipment 

and whether the provider will help troubleshoot on the phone if 

you have any problems. 

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

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

you are online, review any frequently asked questions, minimum 

system requirements, and fine-print terms and conditions. Read 

the entire customer service agreement and print a copy for 

your records. For more information, go to www.ftc.gov/bcp/

consumer.shtm. For help deciding on the best values from 

Internet, telephone, and TV service providers; filing a complaint; 

or learning more about consumer protections, go to 

www.reboot.fcc.gov/consumers.
34 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

internet

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

you download special software that connects your 

computer to an informal network of other computers 

running the same software. The software is often 

free and easy to access.

However, file sharing can have a number of risks. 

For example, when you are connected to file-sharing 

programs, you could unknowingly allow others 

to copy private files you never intended to share. 

You could download material that is protected 

by copyright laws and find yourself mired in legal 

issues; you could download a virus or facilitate a 

security breach; or you could unwittingly download 

pornography labeled as something else.

To secure the personal information stored on your 

computer, the FTC suggests that you:

• Set up the file-sharing software very carefully.

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

program.

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

• Use an effective anti-virus program and update it 

regularly. 

• Talk with your family about file sharing.

For more information on P2P, visit 

www.onguardonline.gov.

Online Copyright Issues

Quite simply, it’s illegal to make or download 

unauthorized copies of software. Whether you are 

casually making a few copies for friends, lending 

disks, distributing and/or downloading pirated 

software via the Internet, or buying a single software 

program and then installing it on 100 computers, you 

are committing a copyright infringement. It doesn’t 

matter whether you make money doing it or not. If 

you or your company is caught copying software, 

you may be held liable under both civil and criminal 

law.

If the copyright owner brings a civil action against 

you, the owner can seek to stop you from using 

its software immediately and can also request 

monetary damages. The copyright owner can sue 

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

In addition, the government can prosecute you 

criminally for copyright infringement. If convicted, 

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

for up to five years, or both.

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

site sponsored by the U.S. Department of Justice 

(p. 106), or www.bsa.org, a site on online piracy 

issues managed by the Business Software Alliance.

Preventing Online Fraud

The Internet gives you easy access to information, 

entertainment, financial offers, and countless other 

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

you vulnerable to online scammers, identity thieves, 

and criminals. To guard against Internet fraud, 

follow these tips: 

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

• Company websites often provide information in 

a section called “About Us.” Some online sellers 

participate in programs, such as BBBOnLine, 

that help resolve problems. Look for a logo or 

endorsement seal on the company website; this is 

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

reliability.

• Check with state and/or local consumer offices.

• Another way to check online sellers is to look for 

other consumers’ comments. Visit www.bizrate.

com, where consumers rate online stores. Some 

Internet auction sites post ratings of sellers based 

on comments from buyers. Beware of too many 

glowing stories that might have been placed by 

sellers themselves.

Protect your personal information. Don’t provide 

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

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

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

to keep your account open or take advantage of a 

special offer. 

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

well as a firewall, and update them all regularly. 

Make sure your operating system and web 

browser are set up properly, and update them 

regularly as well.

• Protect your passwords. Don’t share your 

passwords with anyone. Memorize them. 

• Back up important files. Copy them onto 

another computer or a removable hard drive such 

as a flash memory stick. When you spill coffee 

on your laptop or if your computer stops working, 

you’ll be glad you did. 

PROTECTING CHILDREN ONLINE

The Children’s Online 

Privacy Protection Act 

requires commercial 

websites to obtain parental 

consent before collecting, 

using, or disclosing 

personal information from 

children under age 13. For 

more information, contact 

the FTC (p. 110) or visit 

www.ftc.gov.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 35

internet

Learn whom to contact if something goes wrong 

online. Report suspected fraud to your bank, credit 

card company, or relevant authority.

The FTC (p. 110) provides tips to help secure 

your computer, guard against Internet fraud, 

and protect your personal information. Visit 

www.onguardonline.gov for more information. 

To keep up to date with the latest computer threats, 

sign up for alerts from the Department of Homeland 

Security at www.uscert.gov.

Here are some other sources on protecting yourself 

and your family while using the Internet:

• GetNetWise (www.getnetwise.org) is a 

public service sponsored by Internet industry 

corporations and public interest organizations 

to help ensure that Internet users have safe, 

constructive, and educational or entertaining 

online experiences. 

• Internet Keep Safe Coalition

(www.ikeepsafe.org) is a coalition of 49 governors/

first spouses, law enforcement, the American 

Medical Association, the American Academy 

of Pediatrics, and other associations dedicated 

to helping parents, educators, and caregivers by 

providing tools and guidelines to teach children 

the safe and healthy use of technology.

• National Cyber Security Alliance

(www.staysafeonline.org) is a nonprofit 

organization that provides tools and resources 

to empower home users, small businesses, and 

schools, colleges, and universities to stay safe 

online.

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

site intended to help consumers understand 

the positive aspects of the Internet and how to 

manage a variety of safety and security issues that 

exist online.

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

Internet safety and help group comprised of 

unpaid volunteers around the world that provides 

education, assistance, and awareness on all 

aspects of cybercrime and abuse, privacy, 

security, and responsible technology use. Wired 

Safety is the parent group of www.teenangels.

org, FBI-trained teens and preteens who promote 

Internet safety.

Phishing Continues to Be a Problem

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

to steal identities as well as vital personal 

information such as credit card numbers, bank 

account PINs, and passwords. Phishing e-mails 

often ask you to verify this type of information. 

Legitimate companies never ask for your password 

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

the company directly. 

Social Networking 

Social networking sites such as Facebook, 

Twitter, LinkedIn, craigslist, and others continue 

to gain popularity. These sites make it easy to 

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

But recent reports involving privacy concerns and 

crimes should make users more careful about the 

information they share. Some tips to consider to 

protect your privacy and safety include: 

• Make your contact information private.

• Limit who can search your profile from Internet 

search engines.

• Manage who can view your images; untag photos 

if necessary.

• Create separate lists to manage who can see the 

information you’ve posted. 

• Be careful about who can see your status 

updates. 

• Refrain from telling people where you are at any 

specific time. 

• Be cautious about arranging meetings in person 

with online acquaintances. 

For more information go to: 

• Federal Communications Commission: 

www.reboot.fcc.gov/consumers.

• Federal Trade Commission: 

www.onguardonline.gov.

• GetNetWise: www.getnetwise.org. 

• Internet Keep Safe Coalition: 

www.ikeepsafe.org. 

• i-SAFE: www.i-safe.org. 

• National Center for Missing & Exploited Children: 

www.missingkids.com. 

• National Crime Prevention Council: 

www.ncpc.org; www.mcgruff.org. 

• National Cyber Security Alliance: 

www.staysafeonline.org. 

• Wired Safety: www.wiredsafety.org.

To file a complaint about fraudulent, deceptive, 

or unfair business practices, or for additional 

information, visit www.ftc.gov or call 

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

internet
36 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

internet

Don’t Take the Bait

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

card information or other personal information 

needs to be updated. They may even threaten to 

disable your account. Don’t believe it!

Spam

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

offensive. Pornographic spam causes many 

consumer complaints. Decrease the number of 

spam e-mails you receive by making it difficult for 

spammers to get and use your e-mail address:

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

JaneDoe@isp.com. Instead use numbers or other 

digits, such as Jane4oe6@isp.com.

• Use one e-mail address for close friends and 

family and another for everyone else. Free 

addresses are available from Yahoo!, Gmail, and 

Hotmail. You can also get a disposable forwarding 

address from www.spammotel.com. If an address 

attracts too much spam, get rid of it and establish 

a new one.

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

page. Spammers use software that harvests text 

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

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

graphic image, not text.

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

check its privacy policy.

• Uncheck any checked boxes. These often grant 

the site or its partners permission to contact you.

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

unless you trust the sender. This action tells the 

sender you’re there. 

• Never forward chain letters, petitions, or virus 

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

addresses.

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

spam from reporting to its sender that you’ve 

received it.

• Choose an Internet Service Provider (ISP) that 

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

not be filtering effectively. 

• Use spam-blocking software. Web browser 

software often includes free filtering options. 

You can also purchase special software that will 

accomplish this task. 

• Report spam. Alert your ISP that spam is slipping 

through its filters. The Federal Trade Commission 

also wants to know about “unsolicited commercial 

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

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

INVESTING

If you’ve paid off your credit card debt and you 

have a financial goal in mind, such as saving for 

retirement, paying for college, or buying a new 

house, then you have some homework to do before 

you invest your money. What is your tolerance for 

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

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

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

must investigate before you invest—and remember, 

every investment involves some degree of risk. Most 

securities are not insured by the Federal government 

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

through a bank or credit union that offers Federally 

insured savings accounts. Make sure you have 

answers to all of these questions before you invest:

• How quickly can you get your money back?

Stocks, bonds, and shares in mutual funds usually 

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

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

Other investments, such as limited partnerships, 

certificates of deposit (CDs), or IRAs, often 

restrict your ability to cash out your holdings.

• What can you expect to earn on your money?

While bonds generally promise a fixed return, 

earnings on most other securities go up and 

down with market changes. Keep in mind that just 

because an investment has done well in the past, 

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

• What type of earnings can you expect? Will 

you get income in the form of interest, dividends, 

or rent? Some investments, such as stocks and 

real estate, have the potential for earnings and 

growth in value. What is the potential for earnings 

over time?

• How much risk is involved? With any 

investment, there is always the risk that you 

won’t get your money back or the earnings 

promised. There is usually a trade-off between 

risk and reward—the higher the potential return, 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 37

investing

the greater the risk. The Federal government 

insures bank savings accounts and backs up U.S. 

Treasury securities (including savings bonds). 

See FDIC on page 109 and the chart on page 5 for 

regulatory information. Other investment options 

are not protected. 

• Are your investments diversified? Some 

investments perform better than others in certain 

situations. For example, when interest rates go 

up, bond prices tend to go down. One industry 

may struggle while another prospers. Putting your 

money in a variety of investment options can help 

to reduce your risk.

• Are there any tax advantages to a particular 

investment? U.S. Savings Bonds are exempt 

from state and local taxes. Municipal bonds are 

exempt from Federal income tax and, sometimes, 

state income tax as well. For special goals, such 

as paying for college and retirement, tax-deferred 

investments are available that let you postpone or 

even eliminate paying income taxes.

For more information about investing, check out 

the Securities and Exchange Commission’s (SEC) 

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

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

The SEC requires public companies to disclose 

financial and other information to help you make 

sound decisions. View the 

text of these files at www.

sec.gov/edgar.shtml, or call 

the SEC Toll-Free Investor 

Information Service at 

1-800-732-0330 to obtain free 

publications and investor 

alerts, or to learn how to file 

a complaint.

The Financial Industry Regulatory Authority 

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

and information for a wide range of stocks, bonds, 

mutual funds, and other securities through its 

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

The following companies rate the financial condition 

of corporations and municipalities issuing bonds. 

Their ratings are available online and at many public 

libraries:

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

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

For ratings of mutual funds, consult magazines 

such as Kiplinger’s Personal Finance, Money, Consumer 

Reports, Smart Money, and Worth. To compare 

expenses, use the Financial Industry Regulatory 

Authority (FINRA) Mutual Fund Expense Analyzer 

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

investing

If you need more information 

or have an investment advisor 

problem that you are unable to 

resolve directly, you can contact 

the SEC (p. 111) or FINRA (p. 149).

Type of Investment What is It? Risk Level

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

for savings for retirement. Investments may include variety of 

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

taxed until distributed.

Risk levels vary 

according to the 

holdings in the IRA.

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

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

Contributions are not tax-deductible.

Risk levels vary 

according to the 

holdings in the IRA.

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

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

certificate of deposit (CD). 

Low risk.

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

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

corporate or government debt obligations.

Low risk.

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

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

performance of the designated stock or bond index.

Risk level depends on 

which index the fund 

uses. A bond index 

fund involves a lower 

risk level than an index 

fund of emerging 

markets overseas.

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

rises or falls, so does the value of the stock.

Medium to high risk.

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

and/or money market securities. Costs and objectives vary. 

Risk levels vary 

according to the 

holdings in the mutual 

fund.
38 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

investing

Online Trading

Stocks can now be bought and sold with a mouse 

click from a wide range of online brokers, often with 

low transaction fees. However, the price of some 

stocks can instantly go from high to low. Online 

trading is quick and easy, but online investing takes 

time. Before you trade, ask questions and learn how 

to limit losses in this fast-moving marketplace by:

• Knowing what you’re buying. 

• Understanding why you’re buying or selling.

• Being aware of how quickly trading changes 

during fast markets.

Financial Brokers And Advisors

When selecting a broker or investment advisor, 

research the person’s education and professional 

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

• Has the person worked with others who have 

circumstances similar to yours? 

• Is the person licensed in your state? Your state 

securities regulator (p. 139) lists individuals and 

firms that are registered in your state. Ask if 

the regulatory office has any other background 

information. You can find out how to reach your state 

securities regulator by visiting www.nasaa.org.

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

received serious complaints from investors? Call 

your local state securities regulator or the SEC 

(p. 111). You can also check out 

www.finra.org/brokercheck or call FINRA at 

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

and disciplinary information.

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

flat fee, or a commission that depends on the 

investments you make? Does the person get 

a bonus from his or her firm for selling you a 

particular product?

• What are the fees for setting up and servicing your 

account?

Additional organizations that could be 

helpful are: 

• The Commodity Futures Trading Commission 

(CFTC) provides consumer alerts and advisories. 

Visit www.cftc.gov/ConsumerProtection. The 

Commission oversees the Reparations Program 

that resolves disputes between commodity 

customers and commodity professionals. You 

can institute “reparations” proceedings against 

commodity professionals registered with the 

Commission if they violate the anti-fraud or other 

provisions of the Commodity Exchange Act. To 

ask a question, report information, or submit a 

complaint, contact the CFTC (p. 111).

• Both the North American Securities 

Administrators Association and the National 

Futures Association (p. 151) can offer helpful 

information.

Investing in Gold

Many financial experts recommend buying gold as 

part of a balanced portfolio. Some suggest buying 

only a small amount because values can fluctuate; 

others recommend heavier investments.

There are a number of ways to invest in gold; 

common ones include bullion, certificates, and 

coins. Most people depend on an investment 

advisor or company to help them choose. Make sure 

the person or company you choose is licensed with 

your state securities administrator (p. 139). 

Also be aware that the U.S. Mint’s American 

Eagle Gold Bullion Coins are the only gold coins 

guaranteed by the U.S. government in terms of 

purity, weight, and content. They’re available from 

precious metal or collectible coin dealers, certain 

banks, and brokerage houses. If you’re considering 

investing in gold, do your homework first. Check the 

U.S. Mint website at www.usmint.gov. 

Another useful source for information on protecting 

yourself against scam artists touting coins and 

precious metals as safe investments to hedge 

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

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

Beware: Investment Fraud

Deceptive pitches for investments often misrepresent or leave 

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

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

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

prospectus or annual report. Beware if a salesperson:

• Encourages you to borrow money or cash in retirement funds 

to invest.

• Pressures you to invest immediately.

• Promises quick profits.

• Says the disclosure documents required by Federal law are just 

a formality.

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

• Sends material with typos or misspellings or not printed on 

letterhead.

• Does not send your money promptly.

• Offers to share inside information.

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

or “as safe as a CD.”

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

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

confidential.”
www.pueblo.gsa.gov 2011 Consumer Action Handbook 39

phones

Retirement Planning

Part of smart investing is planning for retirement. 

The average American spends 20 years in 

retirement, but less than half of Americans calculate 

how much they need to save for their retirement 

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

too late to start. 

The three major components of a retirement 

portfolio are generally benefits from pensions, 

savings and investments, and Social Security. 

If you are still working and your employer offers a 

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

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

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

place that you save. Make sure you understand how 

a job change might affect your employer-based 

retirement plan and what your options are for saving 

that money. If you switch jobs before you are fully 

vested, you may lose a significant amount of money. 

As you approach retirement, there are many factors 

to consider. Experts advise that you will need 

about 80% of your pre-retirement income in your 

retirement years. The exact amount, of course, 

depends on your individual needs. For example:

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

• Will your spouse or partner retire when you do?

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

own, or rent?

• Do you expect to work part time?

• Will you have the same medical insurance you had 

while working? Will coverage change?

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

might be costly? 

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

about your plans. 

For more information go to:

• AARP: www.aarp.org 

• American Savings Education Council: 

www.asec.org

• Certified Financial Planner Board of Standards: 

www.cfp.net

• Investopedia: 

www.investopedia.com/university/retirement

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

• The Investor’s Clearinghouse: 

www.investoreducation.org

• MyMoney.gov: www.mymoney.gov

• Securities and Exchange Commission: 

www.sec.gov

• Social Security Administration: 

www.socialsecurity.gov

PHONES

The choices for phone service have never been 

greater. Most consumers are now able to buy 

local and long-distance phone service from their 

telephone company, cable or satellite TV provider, 

or Internet service provider. Services such as voice 

mail, call waiting, caller ID, paging, and wireless 

service may be offered as a package deal or sold 

separately. Before you buy, compare services and 

prices, and think about what you really need:

• Whom do you call most often?

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

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

voice mail or will an answering machine do?

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

• How important is it for you to have your phone 

with you when you are away from home?

Find out how each company prices its services. 

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

requirements; flat monthly fees; or special plans? 

For example, wireless service may be cheaper 

than regular local service if you don’t make many 

calls. Make sure you’re comparing prices on similar 

plans and features. Understand that many service 

providers offer contracts for specific periods. Read 

the fine print and ask questions if there is anything 

you’re not clear about. 

The FCC (p. 109) offers consumer information about 

choosing a long-distance carrier, understanding 

new phone fees and taxes, and more at www.

fcc.gov/cib. The National Consumers League 

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

org/technology/88-telecommunications/228-

understanding-your-phone-bill) to help you 

understand phone charges and recognize fraud.

phones

Bundling, Promotions, and Deals 

For information about bundling Internet, telephone, and 

TV service, along with special promotions and deals, see 

Bundling and Other Promotions on page 33.
40 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

phones

Slamming and Cramming

“Slamming” occurs when a phone company 

illegally switches your phone service without your 

permission. If you notice a different company name 

on your bill or see phone charges that are higher 

than normal, take action:

• Contact the company that slammed you and ask 

to be switched back to your original company. 

Tell the company you are exercising your right to 

refuse to pay charges.

• Report the problem to your original company and 

ask to be enrolled in your previous calling plan. If 

you’re unable to resolve your complaint, contact 

the FCC (p. 109).

“Cramming” occurs when companies add charges 

to your phone bill without your permission. These 

charges may be for services such as voice mail, 

ringtones, or club memberships. You may not notice 

these monthly charges because they are relatively 

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

charges. 

Take These Steps to Avoid Slammers 

and Crammers:

• Block changes to your phone service. Ask 

your telephone service provider if it offers a 

blocking service, which usually requires the 

company to notify you before making any changes 

to your service.

• Read the fine print on contest entry forms and 

coupons. You could be agreeing to switch your 

phone service or to buy optional services.

• Watch out for impostors. Companies could 

falsely claim to be your regular phone company 

and offer some type of discount plan or change in 

billing. They may also say they are taking a survey 

or they may pretend to be a government agency.

• Beware of “negative option notices.” You can 

be switched or signed up for optional services 

unless you say “NO” to telemarketers.

• Examine your telephone bill carefully, 

including pages that show the details, and look for 

suspicious charges.

Your phone service cannot be shut off for refusal to 

pay for unauthorized services. For help, contact your 

local or state consumer protection agency (p. 116), 

state public utilities commission (p. 143), or the FCC 

(p. 109).

Cell Phones

Before you sign a contract and choose a plan and 

a company that meets your needs, you should ask 

these types of questions:

Where can you make and receive calls? Most 

providers now offer a choice of local, regional, or 

national plans. A local plan offers low-cost options 

if most of your calls are near your home. Regional 

plans cover a larger geographic area—sometimes 

several states. If you call outside the area covered by 

these plans, you will pay long-distance and roaming 

charges in addition to the airtime used. National 

plans are the most expensive, but they let you use 

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

How frequently will you use the phone? If you 

just want a phone for emergencies, an economy plan 

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

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

plan with several free hours and the lowest airtime 

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

a plan that will meet your needs and avoid surprises 

on your bills. Most services allow you to upgrade a 

plan without an added one-time charge.

Is a family plan option available? Instead 

of individual cell phone plans for each member 

of the family, you can share one cellular service 

plan and a pool of monthly usage minutes among 

several phones. The cost of the additional numbers 

per month is usually less than if you purchased 

individual accounts. 

Is there a trial period? Many people experience 

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

A trial period lets you test your service and try 

the features of the phone without incurring a 

termination fee.

Know your options. Make sure you are only buying 

the options or features you really need. It is always 

easier to upgrade a plan later if you feel you need 

another feature. 

What if you want to cancel your service? Most 

providers have a penalty. This is a concern if you 

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

Smart Phones

Smart phones are like miniature computers; they 

provide basic phone functions, along with advanced 

features, including browsing the Internet, accessing 

e-mail, interacting on online social networks, 

listening to music, watching videos, uploading 

pictures, and managing your calendar. They also 

allow use of a QWERTY keyboard to facilitate texting 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 41

PRIVACY

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

they would be on your computer keyboard.)

When shopping for a smart phone, consider 

these tips:

• Consider the shape and size of the phone.

• Make sure you can easily use the keypad to make 

calls or send messages.

• Do you need to access the Internet with your 

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

and how much it costs; compare options carefully. 

Data plans govern use and costs associated 

with mobile access for e-mail, text messaging, 

web browsing, social networking, and other 

applications. 

• Take advantage of special pricing and promotions.

• Learn the return and cancellation policies.

• Be wary of buying phone insurance, which may 

sound tempting, but consumer groups generally 

advise against it. 

Since smart phones are like miniature computers, 

many of the same privacy and safety concerns apply; 

however, unlike computers, these devices do not 

have anti-virus software to protect your phone from 

malware attacks. For more information on how to 

protect yourself from these concerns, see the Online 

Privacy (p. 43) and Internet (p. 33) sections.

Pay-As-You-Go Plans

If you want cell phone service only for emergencies 

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

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

prepaid cell phone before you commit to a long-term 

wireless contract. With a prepaid cell phone, there 

is no contract to sign and no monthly bill to worry 

about. You will know exactly how much you spend. 

The downside of prepaid plans is that you pay more 

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

extended period, you may lose the money in your 

account.

VoIP

Voice over Internet Protocol (VoIP) phone service 

is an option for anyone with a broadband Internet 

connection. Most telephone and cable companies 

offer VoIP service, as do private companies like 

Vonage and Skype. Some VoIP services only work 

using special phones, while other services allow you 

to use a traditional phone through an adaptor. For 

more information on whether VoIP is right for you, 

visit www.ftc.gov.

For help deciding on the best values from 

telephone, TV, and Internet service providers; filing 

a complaint; or learning more about consumer 

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

PRIVACY PROTECTION AND

IDENTITY THEFT 

Identity thieves steal your personal information to 

commit fraud. They can damage your credit status 

(p. 12) and cost you time and money to restore your 

good name. To reduce your risk of becoming a 

victim, follow the tips below:

Tips for Preventing Identity Loss

• Don’t carry your Social Security card in your 

wallet or write your number on your checks. Only 

give out your SSN when absolutely necessary.

• Protect your PIN. Never write a PIN on a 

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

wallet. 

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

hand to shield the keypad when using pay phones 

and ATMs.

• Collect mail promptly. Ask the post office to 

put your mail on hold when you are away from 

home for more than a day or two.

• Pay attention to your billing cycles. If bills or 

financial statements are late, contact the sender.

• Keep your receipts. Ask for carbons and 

incorrect charge slips as well. Promptly compare 

receipts with account statements. Watch for 

unauthorized transactions. 

• Tear up or shred unwanted receipts, credit 

offers, account statements, expired cards, etc., 

to prevent dumpster divers from getting your 

personal information.

• Store personal information in a safe place at 

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

• Don’t respond to unsolicited requests for 

personal information in the mail, over the phone, 

or online.

• Install firewalls and virus-detection software on 

your home computer. 

privacy
42 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

PRIVACY

• Check your credit report once a year. Check 

it more frequently if you suspect someone has 

gained access to your account information. See 

Credit Reports (p. 12).

Reporting Identity Theft

If you suspect or become a victim of identity theft, 

follow these steps:

• Report it to your financial institution. Call the 

phone number on your account statement or on 

the back of your credit or debit card. 

• Report the fraud to your local police. Keep a 

copy of the police report, which will make it easier 

to prove your case to creditors and retailers. 

• Contact the credit-reporting bureaus (p. 12) 

and ask them to flag your account with a fraud 

alert, which asks merchants not to grant new 

credit without your approval. 

If your identity has been stolen, you can use an 

ID Theft affidavit to report the theft to most of the 

parties involved. All three credit bureaus and 

many major creditors have agreed to accept the 

affidavit. Request a copy of the document by 

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

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

to file a complaint with the FTC.

The FTC also publishes a series of publications 

about the importance of personal information 

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

or request free copies of brochures by calling 

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

Protecting Your Privacy

Getting a credit card approved, transferring money 

from one account to another, renewing your 

driver’s license, getting a prescription from your 

doctor at your local pharmacy: think about how 

easily and quickly you can do these things today. A 

downside of this convenience is that there are more 

opportunities for your personal information to be 

changed, stolen, or reported inaccurately. To help 

protect your privacy, follow these tips:

• Look for privacy statements on websites, sales 

materials, and forms you fill out. If a website 

claims to follow a set of established voluntary 

standards, read the standards. Don’t assume it 

provides the level of privacy you want.

• Ask what information will be collected and how it 

may be used. 

• Be selective in what you put on warranty 

registration forms. The company only needs the 

purchase date, model/serial numbers, and how 

you can be contacted if there is a product recall. 

You can ignore questions not related to your 

purchase, such as your income and hobbies.

• Discuss privacy with others in your home. 

Everyone, even children, should understand 

what information is not appropriate to share on 

the phone, while using a computer, and in other 

situations.

Check with your state or local consumer agency 

(p. 116) to find out whether any state laws help 

protect your privacy. Some companies and industry 

groups have also adopted voluntary policies that 

address privacy concerns.

Financial Privacy

The Federal Deposit Insurance Corporation 

(p. 109) and other federal regulators require banks, 

insurance companies, brokerage firms, and certain 

businesses that share financial information to tell 

you their privacy policies. They must give you this 

information when you open an account and at least 

once every year. This includes:

• The kinds of information being collected.

• How the confidentiality and security of this 

information will be protected.

Medical Identity Theft

Medical identity theft, a twist on traditional 

identity theft, happens when someone steals your 

personal information. Like traditional identity 

theft, medical ID theft can affect your finances, 

but it also can take a toll on your health. Some 

ways you might detect medical ID theft include: 

• You get a bill for medical services you didn’t 

receive.

• A debt collector contacts you about a medical 

debt you don’t owe. 

• You find medical collection notices you don’t 

recognize on your credit report.

• Your health plan says you’ve reached your limit 

on benefits when you know you haven’t.

• You are denied insurance because your 

medical records show a condition you don’t 

have.

If you believe that a person, agency, or 

organization covered under the HIPAA Privacy 

Rule violated your health information privacy 

rights or committed another violation of the 

Privacy Rule, you may be able to file a written 

complaint with the Department of Health and 

Human Services, Office for Civil Rights 

(p. 102).

For more information, visit www.ftc.gov/bcp/

edu/pubs/consumer/idtheft/idt10.shtm.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 43

SMART SHOPPING

• What types of businesses may be provided this 

information.

If a business is going to share the information with 

anyone outside its corporate family, it must also give 

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

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

numbers may not be shared with third parties for 

marketing purposes.

Your credit information has additional privacy 

protections under the Fair Credit Reporting Act. 

Only people with a legitimate business need can 

get a copy of your report. An employer can only 

get your report with your written consent. For more 

information on your rights under this federal law 

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

reports, see Credit Reports and Scores on page 12.

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 (the Health Insurance 

Portability and Accountability Act, also known as 

HIPAA), which:

• Defines your rights over your health information.

• Sets rules and limits on who is allowed to receive 

and/or see your health information.

The U.S. Department of Health and Human Services 

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

368-1019) is an excellent resource for complete 

details and advice about the HIPAA ruling. Along 

with fact sheets and educational materials, the 

Office for Civil Rights provides a listing of resources 

for consumers, providers, and advocates. 

The Medical Information Bureau (MIB) is a data 

bank used by insurance companies that collects and 

shares information. You can request a copy of your 

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

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

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

to obtain a copy of your file.

If you believe that a person, agency, or organization 

covered under the HIPAA Privacy Rule violated 

your health information privacy rights or committed 

another violation of the Privacy Rule, you may be 

able to file written complaints with the Department 

of Health and Human Services, Office for Civil 

Rights (p. 102).

For more information on how the federal 

government protects your personal health 

information, visit the Department of Health and 

Human Services, Office for Civil Rights website at 

www.hhs.gov/ocr/privacy. 

Online Privacy

In addition to following the general advice on 

protecting your privacy, make sure you only use 

websites with acceptable privacy policies.

• Look for a privacy policy statement or seal that 

indicates the site abides by privacy standards. 

Take time to read how your privacy is protected.

• Look for signals that you are using a secure 

web page. A secure site encrypts or scrambles 

personal information so it cannot be easily 

intercepted. Signals include a screen notice that 

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

unbroken key in the bottom corner of your screen, 

or the first letters of the Internet address you are 

viewing changes from “http” to “https.”

Another threat to your privacy is spyware, which is 

sneaky software that rides its way onto computers 

when you download screensavers, games, music, 

and other applications. Spyware sends information 

about what you’re doing on the Internet to a third 

party, usually to target you with pop-up ads. 

Browsers like Internet Explorer and Firefox, and 

search engines like Google and Bing, enable 

you to block pop-ups. You can also install antispyware to stop this threat to your privacy. For more 

information, see the Internet section on page 33.

SMART HOME SHOPPING

Late delivery, shipment of wrong or damaged items, 

and hidden costs are common home shopping 

complaints. To avoid problems and resolve them 

more easily, follow the advice in the “Before You 

Buy” checklist (p. 2). In addition:

• Be wary of post office boxes and sellers in 

other countries. It may be difficult to find the seller 

to resolve a problem later.

• Know the total price. Make sure it includes all 

charges, shipping, handling, insurance, and taxes. 

Coupons and other discounts should be properly 

deducted.

SMART SHOPPING

See page 45 

for information 

on secure sites.
title

44 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

SMART SHOPPING

• Make sure you are clear on what you are 

buying. Watch for words such as “refurbished,” 

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

• Use your credit card, debit card, or bank 

account number for payment only, never to prove 

your identity. 

• Keep a record of your purchase. Save any 

information the seller gives you, such as product 

description, delivery date, cancellation policy, 

privacy policy, warranties, and order confirmation 

numbers. 

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

right to cancel and demand a refund.

Your Rights: Shopping From Home

When you order something by mail, phone, fax, or 

computer, the Federal Trade Commission (FTC) 

requires the company to:

• Ship the merchandise within the time promised, 

or if no specific delivery time was stated, within 30 

days of receiving your order.

• Notify you if the shipment cannot be made on 

time and give you the choice of waiting longer or 

getting a refund.

• Cancel your order and return your payment if the 

new shipping date cannot be met, unless you 

agree to another delay.

If you cancel, your money must be refunded within 

seven days (or your account must be credited 

within one billing cycle if you charged the order). 

The company can’t substitute a store credit. If you 

applied for a charge account with the merchant 

at the same time that you placed your order, 

the company has an extra 20 days to ship the 

merchandise to allow time for processing your 

application.

These FTC rules only apply to the first shipment 

of magazine subscriptions or other merchandise 

that you receive repeatedly. Orders for services (for 

example, photo finishing), sale of seeds and growing 

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

transactions, such as books and music clubs, are 

covered by a different FTC rule. There could also be 

laws or regulations in your state that apply. Report 

suspected violations to your state or local consumer 

protection agency (p. 116) and to the 

FTC (p. 110).

Your Rights: 3-Day

Cooling-Off Rule

This federal law, which dates back to 1972, was 

intended to protect consumers in their homes 

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

temporary business locations. According to the 

FTC, the 3-Day Cooling-Off Rule does NOT apply 

to the purchase of new automobiles or items sold 

online. It only applies when a company is selling 

something that costs $25 or more at a location other 

than its regular place of business.

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

must inform buyers of their right to cancel the sale 

and receive a full refund within three business days.

Be aware that there are situations in which the 

Cooling-Off Rule does not apply:

• You made the purchase entirely by mail or 

telephone.

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

the seller’s permanent business location.

• You signed a document waiving your right to 

cancel.

• Your purchase is not primarily for personal, family, 

or household use.

• You were buying real estate, insurance, securities, 

or a motor vehicle.

• You can’t return the item in a condition similar to 

how you received it. 

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

civic center, or school.

Remember, if you paid by credit card and are having 

difficulty getting your refund, you may also be able 

to dispute the charge with your credit card company 

under the Fair Credit Billing Act. See Credit Card 

Billing Disputes (p. 11).

Online shopping

Online shopping websites often offer great deals, 

variety, and convenience. But consumers need to 

be careful and make informed decisions about their 

purchases. Some tips for shopping safely online:

• Stick to websites that are known or recommended. 

• Compare prices and deals, including free 

shipping, extended service contracts, or other 

offers.

• Search for online coupons, known as promo 

codes, which may offer discounts or free shipping. 

Some sites offer promo codes for coupons for 

bricks-and-mortar stores.

• Get a complete description of the item and parts 

included, and the price, including shipping, 

delivery time, warranty information, return policy, 

and complaint procedure.

How To File A Complaint About A Sales Call

If you think a sales call is in violation of the Federal Trade 

Commission rule and want to file a complaint, use the online 

resource at www.ftccomplaintassistant.gov.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 45

• Before you finalize the order, make sure the 

quantity and total price are correct; don’t buy 11 

items when you only meant to buy one.

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

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

to debit cards, checks, cash, money orders, or 

other forms of payment.

• Use a secure browser. Look for an 

address that starts with “https” rather 

than “http.” Also look for a closed 

padlock icon, usually in the lower righthand corner of the screen.

• Print your purchase order with details of the 

product and your confirmation number.

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

Online Auctions and Sellers

Many people sell items on the Internet through 

auctions, classified ads, news groups, and chat 

rooms. Review the Internet section (p. 33) for safe 

shopping online as well as the general tips on 

shopping from home (p. 43).

• Check how the auction works. Can you cancel 

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

auction site apply to another. Some sites offer 

step-by-step instructions that will take you 

through the bidding process.

• Find out what protections you have. Does the site 

provide free insurance or guarantees for items 

that are not delivered or are not what the seller 

claimed?

• Follow the strategies used in any auction. Learn 

the value of the item before you begin bidding, 

then establish your top price and stick to it.

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

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

Auction companies often bar those who back out 

of a deal from future bidding.

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

use an escrow service. A third party holds your 

money until you get your purchase and approve 

release of your payment to the seller. There is a 

small fee, but the peace of mind is worth it. 

For more tips, check out the Federal Trade 

Commission’s “Internet Auctions: A Guide for 

Buyers and Sellers” at http://ftc.gov/bcp/edu/pubs/

consumer/tech/tec07.shtm.

TELEMARKETING & 

UNWANTED MAIL

What can you do about the growing pile of 

unwanted mail in your mailbox and unwelcome 

telemarketers on your phone? Actually, there’s a lot 

you can do:

• Tell companies you do business with to remove 

your name from customer lists they rent or sell to 

others. Look for information on how to opt out of 

marketing lists on sales materials, order forms, 

and websites.

• Use the services provided by the Direct Marketing 

Association to remove your name from most 

national telemarketing, mail, and e-mail lists 

(p. 149).

• Call the credit reporting agencies’ notification 

system at 1-888-567-8688. This will reduce the 

number of unsolicited credit and insurance offers 

you get. All three major credit bureaus participate 

in this program. 

• Under U.S. Postal Service rules, it is illegal to 

send mail that looks like it is from a government 

agency when it isn’t. It is also illegal to send mail 

that looks like a bill when nothing was ordered, 

unless it clearly states that it is not a bill. Report 

violations of this rule to the USPS (p. 112).

Opting Out

Tired of unwanted e-mail filling up your inbox? You can opt out 

of most unsolicited e-mail lists by going to the “unsubscribe” 

button, usually found at the bottom of the message. Some 

senders make the button difficult to find, so you may have to do 

some searching. 

In addition, the Direct Marketing Association lets you opt out 

of receiving unsolicited commercial mail from many national 

companies for five 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.

TELE

MARKETING

TELEMARKETING
46 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

National Do Not Call Registry

The federal government’s Do Not Call Registry 

allows you to permanently restrict telemarketing 

calls by registering your phone number at 

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

you receive telemarketing calls after your number 

has been in the national registry for three months, 

you can file a complaint using the same web page 

and toll-free number.

Placing your number on this national registry 

will stop most telemarketing calls, but not all of 

them. Calls that are still permitted include those 

from political organizations, charities, telephone 

surveyors, and some organizations with which you 

have a relationship.

Pre-recorded Messages

Pre-recorded sales calls or robocalls are illegal. 

Companies cannot transmit these messages to 

consumers who have not agreed, in writing, to 

accept such messages. Pre-recorded calls may 

only be made to residential telephone numbers in 

the following cases:

• Emergency calls needed to ensure your health 

and safety.

• Non-commercial calls.

• Calls that don’t include any unsolicited 

advertisements.

• Calls by, or on behalf of, tax-exempt nonprofit 

organizations.

• Calls for which you have given prior consent.

• Calls from entities with which you have an 

established business relationship.

If you receive pre-recorded telemarketing calls 

but have not agreed to get them, file a complaint 

with the FTC at www.donotcall.gov or by calling 

1-888-382-1222.

Telemarketing Sales Calls

A Federal Trade Commission rule defines what 

telemarketers can and cannot do when making a 

sales call. Callers must:

• Provide the seller’s name.

• Disclose that the call is a sales call.

• Tell you exactly what they’re trying to sell.

• Disclose the total cost and other terms of sale 

before you make any payment for goods or 

services.

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

cancellations.

If a prize is involved, the caller must give you the 

odds of winning, inform you that no purchase is 

necessary, and tell you how to get instructions for 

entering without buying anything.

It’s illegal for telemarketers to:

• Misrepresent what they’re offering.

• Call before 8 am or after 9 pm.

• Threaten, intimidate, or harass you, or call again if 

you ask them not to.

This FTC rule applies even when you receive a call 

from a telemarketer in another state or country. It 

also applies when you make a call to a company 

in another state or country in response to a mail 

solicitation.

The rule generally does not apply when you call 

to order from a catalog or in response to an ad on 

television or radio, or in a magazine or newspaper. 

It also does not apply to solicitations you receive 

by fax or e-mail. Beware that certain types of 

businesses, including nonprofit organizations, 

investment brokers and advisors, and banks and 

financial institutions, are exempt from the rule.

In addition, telemarketers are not allowed to use 

auto dialers to reach cell phones.

If you get a phone call from someone who says he or 

she is with your bank and/or credit company and the 

person asks you to provide or confirm any personal 

information:

• Do NOT answer any questions.

• Hang up immediately.

• Call your bank or credit company directly and 

describe what happened. 

TRAVEL

Whether reserving a hotel room, buying plane 

tickets, or making other travel arrangements, these 

tips will help you get the deal you’ve been promised:

• Plan as far ahead as you can. Special deals on 

hotel rooms and airline seats often sell out very 

quickly.

• Be flexible in your travel plans. Hotels usually 

offer better rates on days when they expect fewer 

guests. Once you get a fare quote from an airline, 

ask if you can save money by leaving a day earlier 

or later, by taking a different flight on the same 

TELEMARKETING
www.pueblo.gsa.gov 2011 Consumer Action Handbook 47

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. 116) and 

the Better Business Bureau (p. 67) to find their 

complaint history.

• Comparison shop. Determine the complete cost 

of the trip in dollars, including all service charges, 

taxes, processing fees, etc. 

• Beware of unusually cheap prices and 

freebies. It could be a scam, and you could end 

up paying more than the cost of a regular package 

tour.

• Make sure you understand the terms of the 

deal. If you hear you’ve won a free vacation, ask if 

you have to buy something in order to get it. If the 

destination is a beach resort, ask the seller how 

far the hotel is from the beach. Then ask the hotel.

• Ask about cancellation policies. You may want 

to look into trip insurance for added protection. 

www.insuremytrip.com offers pricing and policy 

information on plans from different companies 

and describes the different forms of policies 

available.

• Insist on written confirmations. Ask for written 

proof of reservations, rates, and dates.

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

a deposit or even pay in full for travel services 

before the trip. A credit card gives you the 

right to dispute charges for services that were 

misrepresented or never delivered. If a travel agent 

or service provider says you can’t leave for at least 

two months, be very cautious—the deadline for 

disputing a credit card charge is 60 days and most 

scam artists know this. (See Credit Card Billing 

Disputes, page 11).

In some states, travel sellers must be registered 

and insured. Advance payments for travel must 

be placed in an escrow account until services 

are provided. Prizes or “free” gifts may also be 

regulated. Contact your state or local consumer 

protection agency (p. 116) to find out about your 

rights and how to file complaints. The American 

Society of Travel Agents (p. 148) will also help 

resolve disputes with member agents.

Resolving Air Travel Problems

No matter how well you plan, you might encounter 

these common air travel hassles.

Delayed and Canceled Flights

Airline delays caused by bad weather, traffic 

control problems, and mechanical repairs are hard 

to predict. If your flight is canceled, most airlines 

will rebook you on the earliest flight possible to 

your destination, at no additional charge. If you’re 

able to find a flight on another airline, ask the first 

airline to endorse your ticket to the new carrier. This 

could save you a fare increase, but there is no rule 

requiring the airline to do this.

Each airline has its own policies about what it will 

do for delayed passengers; there are no federal 

requirements. If your flight is delayed or canceled, 

ask the airline whether it will pay for meals or a 

phone call. Contrary to what many people believe, 

airlines are not required to do so.

Delayed or Damaged Bags

If your bags aren’t on the conveyor belt when you 

arrive, file a report with the airline before you leave 

the airport:

• Insist the airline fill out a form and give you a copy, 

even if personnel say the bag will be on the next 

flight. 

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

and a phone number. 

• Confirm that the airline will deliver the bag to you 

without charge when it’s found.

Some airlines will give you money to purchase a few 

necessities. If they don’t provide you with cash, ask 

what types of articles are reimbursable and keep all 

receipts.

If a suitcase arrives damaged, the airline will usually 

pay for repairs. If an item can’t be fixed, the airline 

will negotiate to pay you its depreciated value. 

The same is true for belongings packed inside a 

suitcase. Of course, airlines may refuse to pay for 

damage if it was caused by your failure to pack 

something properly rather than by the airline’s 

handling.

Lost Bags

If your bag is declared officially lost, you will have 

to submit a second, more detailed form within a 

time period set by the airline. The information on 

the form is used to estimate the value of your lost 

belongings. Airlines can limit their liability for delay, 

loss, and damage to baggage; however, they must 

prominently display a sign that explains the limit. 

According to the Office of Aviation Consumer 

Protection and Enforcement (http://airconsumer.ost.

dot.gov/SA_Baggage_Limits.htm), the maximum 

an airline pays on lost bags and their contents 

travel

Travel
48 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

is limited to $3,300 per passenger on domestic 

flights, and approximately $1,500 per passenger 

for unchecked baggage on international flights. 

See www.thetravelinsider.info/travelaccessories/

lostbaggagerights.htm for more information on 

maximum liability, including special rates that 

change on a daily basis. 

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

check your homeowners’ or renters’ insurance to 

see if it covers losses away from home. Some credit 

card companies and travel agencies also offer 

optional or even automatic supplemental baggage 

coverage.

On those trips when you know you’re carrying more 

than the liability limits, you may want to ask about 

purchasing “excess valuation” from the airline when 

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

airline will sell you this protection. The airline may 

refuse, especially if the item is valuable or breakable.

Overbooked Flights

Selling more tickets than there are seats is not 

illegal. Most airlines overbook their flights to 

compensate for “no-shows.” If there are more 

passengers than seats just before a plane is 

scheduled to depart, you can be “bumped” or left 

behind against your will. Whether you are bumped 

or not may depend on when you officially checked 

in for your flight, so try to arrive early. The U.S. 

Department of Transportation requires airlines 

to ask people to give up their seats voluntarily, in 

exchange for compensation. 

Airlines decide what to offer volunteers, such as 

money, a free trip, food, or lodging.

Federal rules protect you if you are “bumped” 

on most flights within the United States and on 

outbound international flights. Passengers who are 

involuntarily bumped are protected under Federal 

Aviation Administration guidelines (www.faa.gov). 

If you volunteer to be bumped, your agreement 

with the airline is not regulated and will depend on 

negotiating at the gate. 

The airline must give you a written statement 

describing your rights, as well as the airline’s 

boarding priority rules and criteria. If the airline is 

not able to get you to your final destination within 

two hours of your original arrival time, you may be 

entitled to a maximum of $400 compensation ($800 

compensation on international flights within four 

hours of your original arrival time). The amount 

depends on the price of the ticket and the length of 

the delay. To receive this payment, you must have 

a confirmed reservation. You must also meet the 

airline’s deadlines for ticketing and check-in. 

An airline may offer you a free ticket on a future 

flight in place of a check, but you have the right to 

insist on a check.

Tarmac Delays

Under new federal rules, U.S. airlines operating 

domestic flights must allow passengers to deplane 

after a tarmac delay of three hours. The only 

exceptions allowed are for safety or security, or if air 

traffic control advises the pilot otherwise. Carriers 

are also required to provide adequate food and 

drinking water within two hours of being delayed 

on the tarmac; they must also maintain operable 

lavatories and, if necessary, provide medical 

attention.

There are other protections as well, such as 

prohibiting airlines from scheduling chronically 

delayed flights. For more information, go to 

www.dot.gov, and search for Airline Passenger 

Protections. 

Passports

A valid U.S. passport is required to enter and leave 

most foreign countries. The Passport Services 

Office provides information and services to 

American citizens about how to obtain, replace, 

or change a passport. To obtain a passport for the 

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

passport acceptance facilities located throughout 

the United States with:

• Two photographs of you taken within the last six 

months.

• Proof of U.S. citizenship.

• A valid form of photo identification (such as a 

driver’s license).

AIRLINE fees

Air travelers may choose from a wide variety of airfares. Compare 

rates online using airline websites or third-party reservation 

services. You can also contact a travel agent, another ticket outlet, 

or the airlines serving the places to which you want to travel. 

Watch for newspaper, magazine, and radio ads. Be wary of new 

companies serving the market; they may offer lower fares but may 

not yet have a track record for safety or reliability. 

Today, many airlines charge extra for checked baggage, advance 

seat assignments, meals, and/or other services. Airlines include 

information on these fees on their websites. Make sure you know 

what you are and are not getting. Also ask: 

• If you book a connecting flight, will your bags be transferred? 

• If your flight is canceled or experiences a lengthy delay, will your 

ticket be good on another carrier at no extra charge? 

• If you buy a discount fare and have to cancel your trip, can you 

apply your ticket to another trip in the future? If so, is there a fee 

or penalty? 

For more information, go to airconsumer.dot.gov/subjects.htm.

travel
www.pueblo.gsa.gov 2011 Consumer Action Handbook 49

Acceptance facilities include many federal, state, 

and probate courts; post offices; some public 

libraries; and a number of county and municipal 

offices. There are also 20 regional passport 

agencies, and one Gateway City Agency, that serve 

customers who are traveling within two weeks 

(14 days), or who need foreign visas for travel. 

Appointments are required in such cases.

All American citizens must now have a valid U.S. 

passport to re-enter the country, regardless of what 

nations they have been visiting while traveling. For 

more information on how to get a new passport, visit 

www.travel.state.gov/passport.

Travel Safety

Several federal agencies offer advice and 

information on the Internet that can help you have a 

safe trip. For advice on:

• Airline, highway, and rail safety information: 

Check out the U.S. Department of Transportation 

(p. 107) at www.dot.gov. Look up crash-safety 

reports on cars or find out how weather is 

affecting air travel and road conditions.

• Safe travel by air, land, and sea: Contact the 

Transportation Security Administration (p. 104) 

at www.tsa.gov/travelers. It posts tips on dealing 

with airline security checks, traveling with kids, 

and warnings on prohibited items. 

• What to do before, during, and when you 

return from a trip overseas: Visit the U.S. 

Department of State (p. 107) at www.state.gov/

travel. You can also get warnings on locations to 

avoid and what to do in an overseas emergency.

• Health-related travel information: Consult the 

Centers for Disease Control and Prevention 

(p. 103) at www.cdc.gov/travel. Research 

vaccination requirements, find information on how 

to avoid illnesses caused by food and 

water, and review inspection scores on specific 

cruise ships.

TV

Many changes have taken—and are continuing to 

take—place in the industry. Savvy consumers need 

to keep up with new rules, products, and services 

to make sure they are getting the best quality and 

taking advantage of the best offers. 

Cable

You can start with a basic lineup of channels and 

go from there. The more channels you want, the 

more it will cost. You may want to consider video 

on demand so you can order movies and sports 

events and watch them when you like (usually within 

a 24-hour window). You can also buy a bundle of 

services that includes digital TV, digital phone, and 

broadband Internet access at discounted rates. Bear 

in mind, however, that you may be asked to sign a 

contract for bundled services. 

Satellite

This requires a dish that’s mounted outside (service 

requires an unobstructed view of the satellite) and 

a receiver that’s placed by your television. Satellite 

TV may offer more channels than cable TV, and you 

can add a digital video recorder to record shows 

for viewing later. One downside to satellite TV is 

occasional interference during periods of rain or 

snow. Check with your satellite TV provider for 

channel options and prices. As with cable TV, you 

may be asked to sign a contract for a package of 

services.

Internet TV

If you have a high-speed Internet connection, 

you’re already able to watch thousands of videos 

on your computer. But movies and TV shows 

are also available and becoming more prevalent 

as large online companies start distributing TV 

programming. 

Beware: Timeshare Scams

Be suspicious of timeshare sales pitches 

that offer incentives for attending the sales 

presentation. Many use high-pressure sales 

tactics and don’t deliver the prizes they promise. 

One such scam promised everyone who 

attended a new sports boat; all they had to do 

was pay for delivery. The boat turned out to be a 

toy, and the company kept the delivery fees. Be 

sure you can afford before you buy; timeshares 

can be difficult to sell.

Bundling, Promotions, and Deals 

For information about bundling Internet, telephone, and TV 

service, along with special promotions and deals, see Bundling 

and Other Promotions on page 33.

TV

tV
50 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

TV Options

There are many choices for consumers looking to 

buy new televisions today:

• Direct View or Tube—This is a traditional TV 

that uses a cathode ray tube. It comes in many 

shapes and sizes, produces a good picture, is 

generally dependable, and—best of all—is less 

expensive than many other models. 

• DLP or Digital Light Processing—Many 

manufacturers produce this TV, which makes 

use of an optical semiconductor called a Digital 

Micromirror Device that depends on over a 

million tiny mirrors. DLPs come in rear and front 

projection. Some consumers are bothered by a 

“rainbow effect” on DLP screens, best described 

as flashes of light shadows seen on high-contrast 

images. 

• LCD or Liquid Crystal Display—Whether flat 

panel or rear projection, there are many types 

of LCD televisions on the market. Many people 

prefer flat panels because of their thin, lightweight 

construction. Some consumers complain of slow 

response times and a ghosting effect. 

• PDP or Plasma Display Panels—A favorite 

among consumers, plasma TVs come in a 

variety of flat panel models. They are generally 

dependable, competitively priced, and deliver a 

dramatic picture. The gases that power the picture 

cannot be refilled, but problems such as dead 

pixels, screen burn, and other screen distortions 

can generally be repaired. 

Before buying a new TV, do your homework. Visit 

stores and online sites to compare prices, models, 

and features. It is important to see the monitors 

in person before buying to make sure the one you 

select will meet your needs. For independent ratings 

and reviews, check out Consumer Reports at 

www.consumerreports.org. Additional information 

is also available at www.energystar.gov/index.

cfm?c=home_elec_details.fap_tv_whatelse. 

UTILITIES

In many states, consumers can choose their 

telephone and energy service provider. Contact your 

state utility commission (p. 143) to find out whether 

you have a choice. Some commissions will provide 

a list of service providers and advice on making a 

choice. Most state utility commissions will also take 

any complaints you have concerning utility sales and 

service.

Electricity And Natural Gas

If you have a choice of suppliers, ask:

• How much will it cost? How long can I depend 

on this rate? Will I be charged any other fees?

• Are there any other terms or conditions? For 

example, is there a fee if I cancel my agreement 

before the service period is up?

• Whom do I contact if I have a problem? Do 

you have a local customer service office?

For advice on how to save money on your energy 

bills, visit the U.S. Department of Energy at 

www.energysavers.gov or www.energystar.gov. 

You’ll find information to help save energy at home 

and work. The Energy Savers site also provides 

the latest updates on efficient, EPA-approved, and 

renewable energy, with links that take you directly to 

available federal resources. 

ENERGY STAR TVs

ENERGY 

STARqualified 

televisions use 

about 40% less 

energy than 

standard units. 

You can find 

the ENERGY STAR on everything from standard 

TVs, to HD-ready TVs, to the largest flat-screen 

plasma TVs.

Home electronics that have earned the ENERGY 

STAR deliver exceptional features, while using 

less energy. Saving energy helps you save 

money on utility bills and helps to protect the 

environment by reducing greenhouse gas 

emissions to counter climate change. For more 

information, go to www.energystar.gov.

TV
www.pueblo.gsa.gov 2011 Consumer Action Handbook 51

Water

The majority of consumers rely on local utilities to 

provide a safe and ample supply of water. Your local 

water agency is responsible for sending you an 

annual Consumer Confidence Report that should 

list the source of your water, what contaminants may 

be in the water, and information on the safety levels 

of contaminants and their effects on health.

For more information, call the Environmental 

Protection Agency’s Safe Drinking Water Hotline 

at 1-800-426-4791 or visit EPA’s website at 

www.epa.gov/safewater.

Wills & Funerals 

Planning For The End Of Life

It’s unfortunate how many people believe that 

estate planning is only for the wealthy. People at all 

economic levels benefit from an estate plan. Upon 

death, an estate plan legally protects and distributes 

property based on your wishes and the needs of 

your family and/or survivors with the fewest tax 

consequences.

Advance Medical Directives 

We all face the possibility that sometime during 

our lifetime, we may become incapacitated. This 

often happens when nearing death, but it can also 

be the result of a temporary condition. Many people 

assume their spouses or children will automatically 

be allowed to make financial and/or medical 

decisions for them, but this is not necessarily true. 

Advance directives are written documents that tell 

your doctors what kind of treatment you’ll want if 

you become unable to make medical decisions (for 

example, if you’re in a coma). Forms and laws vary 

from state to state, so it’s a good idea to understand 

the laws of the state where you live when you write 

advance directives. It’s also a good idea to make 

them before you are very ill. Federal law requires 

hospitals, nursing homes, and other institutions 

that receive Medicare or Medicaid funds to provide 

written information regarding advanced care 

directives to all patients upon admission.

A living will is one type of advance directive that 

goes into effect when a person is terminally ill. 

A living will does not give you the opportunity to 

select someone to make decisions for you, but it 

does allow you to specify the kind of treatment you 

want in specific situations. For example, you might 

choose to specify that you do not want to be treated 

with antibiotics if death is imminent. You can, if 

you choose, include an advance directive that you 

do not wish to be resuscitated if your heart stops 

or if you stop breathing. In this case, a Do Not 

Resuscitate (DNR) order would be entered on your 

medical chart.

Wills & Funerals

WATER SENSE MAKES SENSE Managing water is a growing concern in the 

United States. Communities across the country 

are starting to face challenges regarding water 

supply and water infrastructure. Many states 

that have projected population growth increases 

also have higher per 

capita water use. 

The EPA WaterSense 

program can help 

protect the future of 

our nation’s water 

supply by promoting 

water efficiency and 

enhancing the market 

for water-efficient 

products, programs, 

and practices. To 

learn more and see what you can do to conserve 

water, visit www.epa.gov/watersense.

Wills & Funerals
52 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

Wills

A will is the most practical first step in estate 

planning. It makes clear how you want your property 

to be distributed after you die. 

Writing a will can be as simple as typing out how 

you want your assets to be transferred to loved 

ones or charitable organizations after your death. If 

you don’t have a will when you die, your estate will 

be handled in probate, and your property could be 

distributed differently from what you would like.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all 

the rules of the estate disposition process in your 

state. For information about legal issues, see page 

56. Some states, for instance, have communityproperty laws that entitle your surviving spouse 

to keep half of your wealth after you die no matter 

what percentage you leave him or her. Fees for the 

execution of a will vary according to its complexity.

Choose an executor

An executor is the person who is responsible for 

settling the estate after death. Duties of an executor 

include:

• Taking inventory of property and belongings.

• Appraising and distributing assets.

• Paying taxes.

• Settling debts owed by the deceased.

Most important, the executor is legally obligated to 

act in the interests of the deceased, following the 

wishes provided by the will. Here again, it could 

be helpful to consult an attorney to help with the 

probate process or offer legal guidance. In most 

states, any person over the age of 18 who hasn’t 

been convicted of a felony can be named executor of 

a will. Some people choose a lawyer, accountant, or 

financial consultant based on his or her professional 

experience. Others choose a spouse, adult child, 

relative, or friend. Since the role of executor can be 

demanding, it’s often a good idea to ask the person 

if he or she is willing to serve.

If you’ve been named executor in someone’s will 

but are not able or do not want to serve, you need 

to file a “declination,” which is a legal document 

that declines your designation as an executor. The 

contingent executor named in the will then assumes 

responsibility. If no contingent executor is named, 

the court will appoint one.

Funerals

One of the most expensive purchases many 

consumers will ever make is the arrangement of a 

funeral. A traditional burial, including a casket and 

vault, costs about $7,000. Extras such as flowers, 

obituary notices, cards, and limousines can add 

thousands of dollars more. At such a highly 

emotional time, many people are easily swayed to 

believe that their decisions reflect how they feel 

about the deceased and wind up spending more 

than may be necessary.

Most funeral providers are professionals who work 

to serve their clients’ needs and best interests. 

Unfortunately, some do not. They may take 

advantage of clients by insisting on unnecessary 

services and overcharging consumers. That’s why 

there is a federal law, called the Funeral Rule, that 

regulates the actions of funeral directors, homes, 

and services.

Many funeral providers offer a variety of package 

plans that include products and services that are 

most commonly sold. Keep in mind, you are not 

obligated to buy a package plan; you have the 

right to buy the individual products and services 

you prefer. 

Review your estate plan

Once you’ve completed a will and estate plan, 

it’s a good idea to review it from time to time and 

consider changes if:

• The value of your assets changes.

• You marry, divorce, or remarry.

• You have a child.

• You move to a different state.

• The executor of your will dies or becomes 

incapacitated, or your relationship to your 

executor changes.

• One of your heirs dies.

• The laws affecting your estate change.

Rules To Remember When Writing AWill • In most states, you must be 18 years of age or older.

• To be valid, a will must be written when you are of sound 

judgment and have adequate mental capacity.

• The document must clearly state that it is your will.

• An executor of your will, who ensures your estate is distributed 

according to your wishes, must be named.

• It is not necessary to notarize or record your will, but doing so 

can safeguard any claims that it is invalid. To be valid, you must 

sign a will in the presence of at least two witnesses.

Wills & Funerals
www.pueblo.gsa.gov 2011 Consumer Action Handbook 53

As outlined by the Funeral Rule:

• You have the right to choose the funeral goods 

and services you want (with some exceptions).

• The funeral provider must state this “Rule” in 

writing on the general price list.

• If state or local law requires you to buy any 

particular item, the funeral provider must disclose 

it on the price list, with a reference to the specific 

law.

• The funeral provider may not refuse, or charge a 

fee, to handle a casket that you bought elsewhere.

• A funeral provider who offers cremations must 

make alternative containers available.

• For more information about the Funeral Rule, visit 

www.ftc.gov/bcp/edu/microsites/funerals.

Planning ahead is the best way to make informed 

decisions about funeral arrangements. An 

advance plan also spares your family from having 

to make choices in the middle of grief and under 

time constraints. Every family is different, and 

funeral arrangements are influenced by religious 

and cultural traditions, budgets, and personal 

preferences.

You are not legally required to use a funeral home 

to plan and conduct a funeral, but most people find 

that the services of a professional funeral home 

make it easier. 

Comparison shopping, either in person or by phone, 

can save you money and is much easier when done 

in advance. Many funeral homes will also send you a 

price list by mail, but this is not required by law. 

If you have a problem concerning funeral matters, 

it’s best to try to resolve it first with the funeral 

director. If you are dissatisfied, the Funeral 

Consumers Alliance (p. 114) 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. 116) or the Funeral Service Consumer 

Assistance Program at 1-800-662-7666. Most states 

have a licensing board that regulates the funeral 

industry. You can contact the board in your state for 

information or help.

Veterans Cemeteries

All veterans are entitled to a free burial in a national 

cemetery and a grave marker. This eligibility also 

applies to some civilians who have provided militaryrelated service and some Public Health Service 

personnel. Spouses and dependent children 

also are entitled to a lot and marker when buried 

in a national cemetery. There are no charges for 

opening or closing the grave, for a vault or liner, or 

for setting the marker in a national cemetery. For 

more information, visit the Department of Veterans 

Affairs (p. 108) at www.cem.va.gov.

Planning Wisely For A Funeral • Plan ahead.

• Shop around and compare prices in advance.

• Ask for a price list.

• Resist pressure.

• Avoid emotional overspending.

• Recognize your rights.

• Apply smart shopping techniques you’d use 

for other major purchases.

The Funeral Rule

A federal law makes it easier for you to choose 

only the goods and services you want or need 

when planning a funeral, and to pay only for 

those you select. The Funeral Rule, enforced by 

the Federal Trade Commission, requires funeral 

directors to give you itemized prices in person 

and, if you ask, over the phone.

Wills & Funerals

Wills & Funerals
54 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

Part II: filing a complaint

filing a complaint

Even the savviest consumer has problems with a 

good or service at one time or another. It is your 

right to complain if you have a genuine consumer 

problem. It is also your responsibility. A problem 

can’t be fixed if no one knows it exists.

Contact The Seller

The first step in resolving a consumer problem 

is contacting the seller. You can solve most 

consumer problems by talking to a salesperson or 

customer service representative. Do this as soon 

as possible because some retailers have time limits 

on returns and refunds. If this doesn’t work, ask 

for a supervisor or manager. If this fails, try going 

higher up, to the national headquarters of the seller 

or the manufacturer of the item. Many companies 

have a special customer relations or consumer 

affairs division whose primary function is solving 

consumer problems. Many companies provide a tollfree number or address for this office on the product 

label, warranty, or other papers, you received at the 

time of purchase. If this is not the case:

• Check the directory portion of this Handbook 

for the contact information of several hundred 

corporations (p. 73).

• Visit the company’s website, and look for a 

“Contact Us” link.

• Dial the directory of toll-free numbers at 1-800-

555-1212 to see whether the company has a tollfree number listed.

• Ask your local librarian to assist you. Most public 

libraries have reference books with contact 

information.

• As you do your search, keep in mind that the 

name of the manufacturer or parent company is 

often different from the brand name. The Thomas 

Register of American Manufacturers, a book available 

at many public libraries, lists the manufacturers of 

thousands of products.

• With each person you contact, calmly and 

accurately explain the problem and what action 

you would like to be taken. A written letter is a 

good strategy because you will have a record 

of your communication with the company. The 

sample letter (p. 58) will help you prepare a written 

complaint.

• Be brief and to the point. Note all important facts 

about your purchase, including what you bought, 

serial or model numbers, the name and location of 

the seller, and when you made the purchase. 

• State exactly what you want done about the 

problem and how long you are willing to wait for a 

response. Be reasonable.

• Don’t write an angry, sarcastic, or threatening 

letter. The person reading your letter probably 

was not responsible for your problem but could be 

very helpful in resolving it.

• Send your letter as certified mail or request 

delivery confirmation.

• Include copies of all documents regarding your 

problem. Keep the originals.

• Provide your name, address, and phone numbers. 

If an account is involved, be sure to include the 

account number.

• Keep a record of your efforts to contact the seller; 

include the name of the person with whom you 

spoke and what was done, if anything.

Contact Third Parties

Don’t give up if you are not satisfied with the seller’s 

response to your complaint. Once you have given 

the seller a reasonable amount of time to respond, 

consider filing a complaint with one or more of these 

outside organizations:

State or local consumer protection offices

(p. 116). 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. 130), 

securities (p. 139), insurance (p. 134), and utilities 

(p. 143) are regulated at the state level.

Local Politicians. Your local and state politicians 

may be able to assist with getting your complaint 

acted upon.

STEPS to Follow TO RESOLVE A Complaint

• Before starting, start a file or 

log to record all contacts and 

documents.

• Contact the seller.

• Contact the manufacturer.

• Contact industry trade 

associations.

• Contact local and state 

consumer protection/

regulatory/licensing officers.

• Contact the local BBB.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 55

filing a complaint

State and local licensing agencies. Doctors, 

lawyers, home improvement contractors, auto 

repair shops, debt collectors, and child care 

providers are required to register or be licensed. 

The board or agency that oversees this process may 

handle complaints and have the authority to take 

disciplinary action. Your state or local consumer 

protection office (p. 116) can help you identify the 

appropriate agency.

Better Business Bureaus (p. 67). This network 

of nonprofit organizations supported by local 

businesses tries to resolve buyer complaints against 

sellers. Records are kept on unresolved complaints 

as a source of information for the seller’s future 

customers. The umbrella organization for the BBBs 

assists with complaints concerning the truthfulness 

of national advertising and helps to settle disputes 

with automobile manufacturers through the BBB 

AUTO LINE program (p. 65).

Trade associations. Companies selling similar 

products or services often belong to an industry 

association that will help resolve problems between 

its members and consumers (p. 147).

National consumer organizations. Some of 

these organizations assist consumers with 

complaints. Others may be unable to help 

individuals but are interested in hearing about 

problems that could influence their education and 

advocacy efforts (p. 113).

Media programs. Local newspapers, radio 

stations, and television stations often have 

Action Lines or Hotline services that try to resolve 

consumer complaints they receive. To find these 

services, check with your local newspapers or 

broadcast stations. See the “Call for Action” box 

(p. 55).

Call for Action, Inc.

11820 Parklawn Dr., Suite 340

Rockville, MD 20852

Phone: 240-747-0229

Fax: 240-747-0239

Web: www.callforaction.org

Call for Action, Inc., is a nonprofit network of 

consumer hotlines that educate and assist consumers 

with consumer problems. Listed below are hotlines in 

major markets staffed with trained volunteers who offer 

advice and mediate complaints at no cost to consumers. 

Consumers in locations not listed should call the 

Network Hotline at 240-747-0225 (T, W, F 10 am–2 pm). 

WTAJ–TV

Altoona, PA

814-944-9336

M–F 1–3 pm

KKTV–TV

Colorado Springs, CO

719-457-8211

M–Th 11 am–1 pm

WKOW–TV

Madison, WI

608-661-2727

M–F 11 am–1 pm 

KTVI–TV

St. Louis, MO

636-282-2222

1-800-782-2222 (IL)

M–Th 11 am–1 pm

WAGA–TV

Atlanta, GA

404-879-4500

M–F 11 am–1 pm

WXYZ–TV

Detroit, MI

248-827-3362

M–Th 11 am–1 pm

WTMJ–TV

Milwaukee, WI

414-967-5495

M–Th 11 am–1 pm

WPRI–TV

Providence, RI

401-228-1850

M–Th 11 am–1 pm

WRDW–TV

Augusta, GA

803-442-4550

M–F 11 am–1 pm

WINK–TV

Fort Myers, FL

239-334-1111

T–Th 11 am–1 pm

WQAD–TV

Moline, IL

309-764-2255

M–F 11 am–1 pm

WFTS–TV

Tampa, FL

1-866-428-6397

M–F 11 am–1 pm 

WBZ Radio

Boston, MA

617-787-7070

M–F 11 am–1:30 pm

WHTM–TV

Harrisburg, PA

717-214-9187

T–Th 11 am–1 pm

WPIV–TV

Philadelphia, PA

1-866-978-4232

M–F 11 am–1 pm

WTOL–TV

Toledo, OH

419-255-2255

T–Th 11 am–1 pm 

WIVB–TV

Buffalo, NY

716-879-4900

M–F 11 am–1:30 pm

KSHB–TV

Kansas City, MO

816-932-4377

T–Th 10 am–1 pm

WTAE–TV

Pittsburgh, PA

412-244-4698

T–Th 9 am–1 pm

KJRH–TV

Tulsa, OK

918-748-1488

T–Th 9 am–noon

WJW–TV

Cleveland, OH

216-578-0700

M, W, Th 10 am–1:00 pm

M 5:30–6:30 pm

KTNV–TV

Las Vegas, NV

702-368-2255

M–F 11 am–1 pm 

KPNX–TV & KNAZ–TV & 

The Arizona Republic

Phoenix, AZ

602-260-1212 or

1-866-260-1212

M–F 11 am–1 pm

WTOP AM & FM

Washington, DC

301-652-4357

T–F 11 am–1 pm

filing a complaint
56 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

filing a complaint

Dispute Resolution Programs

Some companies and industries offer programs to 

address disagreements between buyers and sellers. 

The auto industry has several of these programs 

(p. 65). The Financial Industry Regulatory Authority 

(FINRA) offers a program to resolve investmentrelated disputes (p. 149). Some small claims courts 

also offer a dispute resolution program as an 

alternative to a trial.

Mediation, arbitration, and conciliation are three 

common types of dispute resolution. During 

mediation, both sides involved in the dispute meet 

with a neutral third party and create their own 

agreement jointly. In arbitration, the third party 

decides how to settle the problem. Request a copy 

of the rules of any program before making a decision 

to participate. You will want to know beforehand 

whether the decision is binding; some programs do 

not require both parties to accept the decision. Also 

ask whether participation in the program places any 

restrictions on your ability to take other legal action. 

The American Bar Association (p. 147) publishes 

a directory of state and local dispute resolution 

programs.

Small Claims Court

Small claims courts resolve disputes over small 

amounts of money. While the maximum amount 

that can be claimed differs from state to state, 

court procedures are generally simple, inexpensive, 

quick, and informal. Court fees are minimal, and you 

often get your filing fee back if you win your case. 

Typically, you will not need a lawyer—some states 

do not permit them. If you live in a state that allows 

lawyers, and the party you are suing brings one, 

don’t be intimidated. Most judges make allowances 

for consumers who appear without lawyers. Even 

though the court is informal, the judge’s decision 

must be followed.

If you file a case and win, the losing party should 

give you what the court says you are owed without 

further action on your part. But some losers refuse 

to follow the court’s decision. When this happens, 

you can go back to court and ask for the order 

to be enforced. Depending on local laws, law 

enforcement officials might sell a person’s property 

or take money from a bank account or business 

cash register. If the person who owes the money 

receives a salary, the court might order an employer 

to garnish (deduct money from) each paycheck to 

pay you.

Check your local telephone book under the 

municipal, county, or state government headings for 

small claims court offices. Ask the clerk how to use 

the small claims court. Before taking your own case 

to court, observe a small claims court session and 

ask the court if it has information that will help you 

prepare your presentation to the judge.

Legal Help And Information

If you need an attorney to advise or represent you, 

ask friends and family for recommendations. You 

can also contact the Lawyer Referral Service of your 

state, county, or city bar association listed 

in your local phone directory. Websites such as 

www.abalawinfo.org (American Bar Association) 

and www.nolo.com can help you with answers to 

general legal questions.

Tips for Choosing an Attorney

Many lawyers who primarily serve individuals and 

families are general practitioners with experience 

in frequently needed legal services, such as divorce 

and family matters, wills and probate, bankruptcy 

and debt problems, real estate, and criminal and/

or personal injury. Some have a narrower focus. Be 

sure the lawyer you are considering has experience 

in the area for which you are seeking help.

Once you’ve identified some candidates:

• Call each attorney on the telephone, describe your 

legal issue, and find out if he or she handles your 

situation.

• Ask if you will be charged for an initial 

consultation.

• Ask for an estimate of what the lawyer usually 

charges to handle your kind of case.

• Ask whether there are hourly charges or your 

attorney accepts a percentage of the settlement 

as a fee contingency.

Beware: Recovery Services

A scam artist has taken your money. Don’t be scammed again by 

a “recovery service” offering to get your money back for you. The 

service is just trying to take your last dime. There is no charge for 

filing a complaint with a government agency.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 57

filing a complaint

The initial consultation is an opportunity for you and 

the lawyer to get to know each other. After listening 

to the description of your case, the lawyer should be 

able to outline your rights and liabilities as well as 

alternative courses of action. The initial consultation 

is the lawyer’s opportunity to explain what he or she 

can do for you and how much it will cost. You should 

not hesitate to ask about the attorney’s experience 

in handling matters such as yours. Also, do not 

hesitate to ask about the lawyer’s fees and the likely 

results. If you are considering going beyond the 

initial consultation and hiring the lawyer, request a 

written fee agreement before proceeding.

What If You Can’t Afford a Lawyer?

If you cannot afford a lawyer, you may qualify for 

free legal help from a Legal Aid or Legal Services 

Corporation (LSC) office. These offices generally 

offer legal assistance for such things as landlordtenant relations, credit, utilities, family matters 

(for example, divorce and adoption), foreclosure, 

home equity fraud, Social Security, welfare, 

unemployment, and workers’ compensation. 

If the Legal Aid office in your area does not handle 

your type of case, it may refer you to other local, 

state, or national organizations that can provide 

help. Additional resources may be found at 

www.lawhelp.org or www.freeadvice.com.

• To find the Legal Aid office nearest to you, check 

a local telephone directory or contact:

National Legal Aid and Defender Association

1625 K St., NW, 8th Floor

Washington, DC 20006

Phone: 202-452-0620

: info@nlada.org

www.nlada.org

• To find the LSC office nearest you, check a local 

telephone directory or contact:

LSC Public Affairs

3333 K St., NW, 3rd Floor

Washington, DC 20007

Phone: 202-295-1500

www.lsc.gov

Free assistance could also be available from a law 

school program where students, supervised by 

attorneys, handle a variety of legal matters. Some 

of these programs are open to all, others limit their 

service to specific groups, such as senior citizens or 

low-income persons. Contact a law school in your 

area to find out whether such a program is available.

Report Fraud & Safety Hazard

If you suspect a law has been violated, contact your 

local or state consumer protection agency (p. 116). 

This agency may take action or refer you to another 

state organization that has authority where you live. 

A local law enforcement officer could also be able 

to provide advice and assistance.

Violations of federal laws should be reported to the 

federal agency responsible for enforcement. While 

federal agencies are rarely able to act on behalf 

of individual consumers, complaints are used to 

document patterns of abuse, allowing the agency to 

take action against a company. 

Throughout Part I of this Handbook, you will find 

references to federal agencies you can contact for 

more information, which is usually the same agency 

to contact with your complaint. You can also find 

the appropriate federal agency by using the Federal 

Agency Directory (p. 100).

People who have no intention of delivering what is 

sold, misrepresent items, send counterfeit goods, 

or otherwise try to trick you out of your money are 

committing fraud. If you suspect fraud, there are 

some additional steps to take:

• Contact the Federal Trade Commission (p. 110).

• Scams that use the mail or interstate delivery 

service should also be reported to the U.S. Postal 

Inspection Service (p. 112). It is illegal to use the 

mail to misrepresent or steal money.

Reporting fraud promptly improves your chances 

of recovering what you have lost and helps law 

enforcement authorities stop scams before others 

are victimized. 

If you suspect you have a product that poses a 

safety hazard, report the problem to the appropriate 

federal agency:

• Animal Products. Food and Drug 

Administration (p. 103)

• Automobiles. National Highway Traffic Safety 

Administration (p. 107)

• Consumer Household Products. U.S. 

Consumer Product Safety Commission (p. 100)

• Drugs, cosmetics, and medical devices. Food 

and Drug Administration (p. 103)

• Food. Food and Drug Administration (p. 103), 

U.S. Department of Agriculture (p. 100)

• Household Chemicals. Environmental 

Protection Agency (p. 108)

• Seafood. Food and Drug Administration (p. 103), 

U.S. Department of Commerce (p. 100)

• Toys, baby, and play equipment. U.S. 

Consumer Product Safety Commission (p. 100)

filing a complaint
58 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

Download a copy of the sample complaint letter at:

www.consumeraction.gov/caw_problems_sample_complaint.shtml

Sample Complaint Letter

Your Address

Your City, State, ZIP Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (if you have no specific contact)

Street Address

City, State, Zip Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name of the 

product, with serial or model number or service performed) at 

(location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed well 

(or the service was inadequate) because (state the problem). 

I am disappointed because (explain the problem: for 

example, the product does not work properly, the service 

was not performed correctly, I was billed the wrong 

amount, something was not disclosed clearly or was 

misrepresented, etc.).

To resolve the problem, I would appreciate your (state the 

specific action you want—money back, charge card credit, repair, 

exchange, etc.). Enclosed are copies (do not send originals) of my records 

(include receipts, guarantees, warranties, canceled checks, contracts, 

model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem and will 

wait until (set a time limit) before seeking help from a consumer 

protection agency or Better Business Bureau. Please contact me at 

the above address or by phone at (home and/or office numbers with 

area code).

Sincerely,

Your name

Enclosure(s)

• describe 

purchase

• name of product, 

serial number

• include date 

and place of 

purchase

• state 

problem

• give history

• ask for 

specific action

• enclose copies 

of documents

• allow time 

for action

• state how you can 

be reached

Keep copies of all of your letters, faxes, e-mails, receipts and related documents.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 59

KEY INFORMATION

RESOURCES

Federal Citizen Information Center (Fcic)

FCIC is a one stop source for answers to consumer 

questions and government information. Consumers 

can get information in one of four ways: printed 

publications through FCIC’s family of websites, 

online at www.pueblo.gsa.gov, by calling 1-800-FEDINFO, or through various social media channels. 

usa.gov

Portal to government representatives, services, and 

information at the federal, state, regional, and tribal 

levels at www.usa.gov. Similar information is posted 

in Spanish at www.gobiernousa.gov.

Center for the Study of Services

www.checkbook.org Evaluates quality and price for 

local services in major metropolitan areas.

Consumers Union (Cu)

www.consumerreports.org Researches and 

tests goods and services such as automobiles, 

appliances, food, clothing, luggage, and insurance. 

See page 114.

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.

Libraries

Publications from many of the organizations 

mentioned on this page are available at your local 

public library or by visiting www.publiclibraries.com.

emergency preparedness

Disasters can strike in many forms—fires, 

floods, hurricanes, tornadoes, and even national 

emergencies. Protecting yourself, your family, your 

pets, and your home or your business requires 

advance planning. It is equally important to know 

where to turn for help and information. You may 

even be eligible for government assistance. 

There are numerous sources of information to help 

you prepare. To get started, check out these sites: 

• www.ready.gov

• www.disasterassistance.gov

• www.fema.gov/areyouready 

• www.redcross.org

For Teachers

Teachers often use the Consumer Action Handbook 

to teach essential information about credit, 

insurance, major purchases, complaint letters, 

saving and investing, and other consumer topics. 

For classroom copies of the Handbook, e-mail action.

handbook@gsa.gov; include the name and address 

of your school and the number of copies you would 

like to receive. For additional resources, including 

lesson plans, go to www.ConsumerAction.gov/

caw_teachers.shtml. 

PART III: KEY INFORMATION RESOURCES

KEY INFOR

MATION RESOURCES

Services And Resources For Consumers With 

Disabilities

Relay Services: Telecommunications relay services link 

telephone conversations between individuals who use standard 

voice telephones and those who use text telephones (TTYs). 

Calls can be made from either type of telephone to the other type 

through the relay service.

Local Relay Services: States provide relay services for local 

and long-distance calls. Consult your local telephone directory for 

information on use, fees (if any), services, and dialing instructions 

for that area.

Federal Relay Service: The FRS, a program of the U.S. General 

Services Administration (GSA), provides access to TTY users 

who wish to conduct official business nationwide with and within 

the Federal government. The toll-free number is 1-866-377-8642. 

For more information on relay communications or to obtain a 

brochure on using the FRS, call 1-800-877-0996.

Other Services: Consumers who are deaf or hard of hearing, or 

who have speech impairment, and use a TTY may receive operator 

and directory assistance for calls by calling 1-800-855-1155. Check 

the introductory pages of your local telephone directory for 

additional TTY services.
60 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

KEY INFORMATION RESOURCES

For Persons with Disabilities

National Council on Disability

www.ncd.gov A federal agency whose mission is 

to improve the quality of life for Americans with 

disabilities and their families; see page 110.

National Disability Rights Network

www.ndrn.org Provides legally based advocacy 

services for people with disabilities.

Department of Education

www.ed.gov Provides training and information to 

parents of disabled children and to people who work 

with them; see page 101.

Department of Housing and 

Urban Development

www.hud.gov/offices/fheo/disabilities Learn more 

about the housing rights of people with disabilities, 

and the responsibilities of housing providers and 

building and design professionals; see page 105.

National Library Service for the Blind and 

Physically Handicapped

www.loc.gov/nls Administers a free loan service of 

recorded and Braille books and magazines, music 

scores in Braille and large print, plus specially 

designed playback equipment. 

For Military Personnel

Today’s military families face many common 

consumer challenges as well as the additional 

stress associated with frequent separation. To ease 

such difficulties, Family Centers, along with the 

other programs described below, provide help and 

support for military families. 

U.S. Military Family Centers

Located on most military installations, Family 

Centers provide information, life skills education, 

and support services to military members and their 

families. One key function of the Family Center is to 

link customers with appropriate services available 

in the local community and/or through state and 

federal assistance programs such as those related 

to health and human services, school systems, 

employment assistance, law enforcement, and 

recreation. 

If you cannot locate a Family Center, please contact 

your respective military branch’s headquarters 

office listed below. The designation “DSN,” 

preceding some of the phone numbers, refers to 

the military phone system and does not apply to the 

civilian sector.

Air Force Community Readiness and 

Family Support

AF/A1SF 4E235

Force Sustainment Division

1040 Air Force Pentagon

Washington, DC 20330-1040

Phone: 703-697-0067

www.afcrossroads.com

Air Force Crossroads is a comprehensive resource 

for Air Force members and their families relating to 

nearly every aspect of personal and professional life. 

With topics that cover, among others, health and 

wellness, finances, family matters, and recreation, 

the network includes access to the Air Force 

Spouse Forum, chat rooms, an employment forum, 

and a flea market, and links to news sources.

Marine Corps Community Services (Mccs)

3280 Russell Rd.

Quantico, VA 22134-5103

703-784-0275

DSN: 278-0275

Toll-free: 1-800-627-4637

www.usmc-mccs.org

The Personal and Family Readiness Division (MR) 

provides a number of Marine Corps personnel 

service programs, such as Casualty Assistance, 

DEERS Dependency Determination, Voting 

Assistance, Postal Services, and Personal Claims. 

MCCS delivers goods and services at over 2,250 

facilities and has a staff of more than 12,000 

employees worldwide.

Better Business Bureau

Military Line

The BBB Military Line, www.military.bbb.org, 

offers consumer education and advocacy to 

service members and their families. Five servicespecific sites contain current military-related 

consumer news as well as links to local BBBs and 

other sites with useful consumer information:

www.army.bbb.org

www.navy.bbb.org

www.airforce.bbb.org 

www.marinecorps.bbb.org

www.coastguard.bbb.org

Users may request reports, file complaints, and 

sign up for a custom consumer newsletter. At 

the local level, area BBBs provide educational 

briefings for military personnel and their families, 

and work with local businesses to promote 

ethical treatment of military consumers.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 61

KEY INFORMATION RESOURCES

Fleet and Family Support Programs

Commander, Navy Installations Command 

2713 Mitscher Rd., SW, Suite 300

Washington, DC 20373-5802

Toll-free: 1-800-372-5463

www.nffsp.org 

The Fleet and Family Support Program delivered by 

Commander, Navy Installations Command, provides 

support, references, information, and a wide 

range of assistance for members of the Navy and 

their families to meet the unique challenges of the 

military lifestyle. Up-to-date news, messages, links, 

and resources are provided, including assistance 

with relocation, employment, career and benefits, 

healthy lifestyles, casualties, domestic violence, and 

retirement.

Family and Morale, Welfare and Recreation 

Command Family Programs

Directorate, Army Community Service 

4700 King St.

Alexandria, VA 22302

Phone: 703-681-5375

DSN: 761-5375

MyArmyLifeToo

www.myarmylifetoo.com

This portal is the single gateway to comprehensive 

information on the support available to Army 

personnel and families, including resources to 

strengthen home and family life, Army basic 

training, lifelong learning, finances, employment, 

and relevant news, along with links to other key 

resources.

U.S. Coast Guard

2100 Second St., SW, Room 6320

Washington, DC 20593

Phone: 202-267-6160

Toll-free: 1-800-368-5647 (Safety)

Toll-free: 1-877-669-8724 (Recruiting)

www.uscg.mil 

The U.S. Coast Guard can provide key resources, 

including core publications, career information, and 

related news, as well as comprehensive background 

about its mission, community services, history, 

photos, and reports.

Military HOMEFRONT

www.militaryhomefront.dod.mil 

Military HOMEFRONT is the official Department 

of Defense website for information to help improve 

the quality of life for troops and their families. 

Members of all branches of the military service and 

their families will find reliable, up-to-date details 

and advice on such topics as education, housing, 

legal matters, parenting, personal finances, pay 

and benefits, relocation, and health care. Military 

HOMEFRONT also makes it easier for leaders to 

locate official quality-of-life program information 

and resources for its troops and families. In 

addition, service providers can access desk guides, 

policies, forms, and other resources.

Military Sentinel

www.ftc.gov/sentinel/military 

Military Sentinel is a gateway to consumer 

education materials covering a wide range of 

consumer protection issues, from auto leasing, 

to identity theft, to work-at-home scams. It allows 

members of the U.S. Armed Forces to enter 

consumer complaints directly into a database that is 

immediately accessible by over 500 law enforcement 

organizations throughout the United States, 

Canada, and Australia. These law enforcement 

agencies use this complaint data to target cases 

for prosecution and other enforcement measures. 

Members of the Judge Advocate General’s staff 

and others in the Department of Defense can 

also use this information to help protect armed 

services members and their families from consumer 

protection–related problems.

Predatory Lending Restrictions

As of October 1, 2007, the Talent-Nelson Amendment to the 

John Warner National Defense Authorization Act allows the 

Department of Defense to regulate the terms of payday loans, 

vehicle title loans, and tax refund loans to active-duty service 

members and their dependents. These three products have high 

interest rates, coupled with short payback terms.

The rule for service members and their dependents limits the 

Annual Percentage Rate on these loans to 36%. All fees and 

charges should be included in calculating the rate. The rule 

also prohibits contracts requiring the use of a check or access 

to a bank account, mandatory arbitration, or unreasonable 

legal notice. Any credit agreement subject to this regulation 

that fails to comply with the regulation is void and cannot be 

enforced. The rule further provides that a creditor or assignee 

who knowingly violates the regulation shall be subject to certain 

criminal penalties.

The Department of Defense strongly encourages service 

members and their families to choose alternatives that are 

specifically designed to help resolve financial crises, rebuild 

credit rating, and establish savings for emergencies. Payday 

loans, vehicle title loans, and tax refund loans can propel an 

already overextended borrower into a deeper spiral of debt.

KEY INFOR

MATION RESOURCES
62 www.ConsumerAction.gov To call or write an organization, use the directory beginning on page 63.

KEY INFORMATION RESOURCES

Military OneSource

www.militaryonesource.com 

Toll-free: 1-800-342-9647

Military OneSource is an excellent hub of 

information and assistance for military personnel 

and their families. This 24/7 resource offers a variety 

of services and tools to meet the special needs 

and improve the lives of service men and women, 

both personally and professionally. In addition to 

in-person counseling and direct links to all of the 

armed services home sites, Military OneSource 

offers advice and whom-to-contact information on 

matters such as health, education, training, moving, 

shopping, legal issues, and finances. Podcasts, 

webinars, discussion boards, and news feeds cover 

special topics and provide answers to help resolve 

problems.

Commissaries and Exchanges

Consumers who shop at military commissaries and 

exchanges and who have a question or problem 

should contact the local manager before contacting 

the regional office. If your problem is not resolved 

at the local level, then write or call the regional 

office nearest you. Be sure to discuss the problem 

with the local and regional offices of a commissary 

or exchange before contacting the national 

headquarters.

Wounded Warrior Resource Center

www.woundedwarriorresourcecenter.com

The Wounded Warrior Resource Center website 

(WWRC) provides wounded service members, 

their families, and caregivers with information they 

need in the areas of military facilities, health care 

services, and benefits. It supports access to the 

Wounded Warrior Resource Call Center and trained 

specialists who are available 24 hours a day, 7 days 

a week by phone at 1-800-342-9647 or by e-mail at 

wwrc@militaryonesource.com. Information is also 

available on how to connect to other families for 

support and recreation.

National Resource Directory

www.nationalresourcedirectory.gov

The National Resource Directory provides 

wounded, ill, and injured service members, veterans, 

their families, and those who support them, with 

a web-based “yellow book.” It has information on, 

and access to, the full range of medical and nonmedical services and resources needed to achieve 

their personal and professional goals across 

the transitions from recovery to rehabilitation to 

community reintegration. The National Resource 

Directory, an online partnership of the departments 

of Defense, Labor, and Veterans Affairs, provides 

links to the services and resources of federal, state, 

and local government agencies; veterans’ service, 

nonprofit, community-based, and philanthropic 

organizations; professional associations; and 

academic institutions. 
www.pueblo.gsa.gov 2011 Consumer Action Handbook 63

PART IV: consumer assistance directory

consumer assistance directory

Automotive Manufacturers................................ 64

Automotive Dispute Resolution Resources.............66

Better Business Bureaus.................................... 67

Corporate Consumer Contacts.......................... 73

Federal Agencies

Commission on Civil Rights.......................................100

Consumer Product Safety Commission.................100

Department of:

Agriculture..................................................................100

Commerce...................................................................100

Education.....................................................................101

Energy...........................................................................102

Health and Human Services....................................102

Homeland Security....................................................104

Housing and Urban Development .........................105

Interior..........................................................................106

Justice..........................................................................106

Labor.............................................................................106

State..............................................................................107

Transportation............................................................107

Treasury.......................................................................108

Veterans Affairs.........................................................108

Environmental Protection Agency............................108

Equal Employment Opportunity Commission........109

Federal Communications Commission...................109

Federal Deposit Insurance Corporation .................109

Federal Reserve System..............................................109

Federal Trade Commission........................................ 110

General Services Administration............................. 110

National Council on Disability................................... 110

National Credit Union Administration..................... 110

Office of Personnel Management............................. 110

Pension Benefit Guaranty Corporation....................111

Securities and Exchange Commission.....................111

Small Business Administration.................................111

Social Security Administration..................................111

U.S. Commodity Futures Trading Commission......111

U.S. Government Printing Office...............................111

U.S. Postal Service....................................................... 112

 SOCAP INTERNATIONAL

Many of the companies listed in this Handbook

are members of the Society of Consumer Affairs 

Professionals International (SOCAP). A professional 

organization established in 1973, the Society’s goal 

is to improve the marketplace for consumers by 

improving customer care through education and 

networking. SOCAP members are identified in the 

automotive and corporate directories by the SOCAP 

logo. For more information, contact SOCAP (p. 115). 

National Consumer Organizations...................113

State, County & City Consumer 

Protection Offices .............................................116

State Banking Authorities ................................130

State Insurance Regulators...............................134

State Securities Administrators .......................139

State Utilities Commissions .............................143

Trade & Professional Associations ..................147



 Email

KEY:

Provided financial support for the publication 

of the 2011 Consumer Action Handbook.

SOCAP International Member

TTY Numbers for people with hearing disabilities. 

For more information see the box on p. 59.
64 www.ConsumerAction.gov 

automotive

Acura

Customer Relations Department

1919 Torrance Blvd.

Mail Stop 500-2N7E

Torrance, CA 90501-2746

310-783-2000

Toll-free: 1-800-382-2238

www.acura.com

Alfa-Romeo

7454 Brokerage Dr.

Orlando, FL 32809

407-856-5000

www.alfaromeo.com

American Honda Motor 

Company, Inc. 

Honda Automobile Customer 

Service

1919 Torrance Blvd.

Mail Stop 500 - 2N7D

Torrance, CA 90501-2746

310-783-2000

Toll-free: 1-800-999-1009

www.honda.com

American Suzuki Motor 

Corporation 

Customer Relations Department

PO Box 1100

Brea, CA 92822-1100

714-572-1490 (Motorcycle/ATV/

Marine)

Toll-free: 1-800-934-0934 

(Automotive)

www.suzuki.com

Aston Martin

Customer Relations Department

U.S. National Headquarters

One Premier Pl.

Irvine, CA 92618

949-341-5800

www.astonmartin.com

Audi of America, Inc. 

Customer Relations

3800 W. Hamlin Rd.

Auburn Hills, MI 483226

Toll-free: 1-800-822-2834

: auditalk@audi.com

www.audiusa.com

BMW

Customer Relations

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07677-7731

201-307-4000

Toll-free: 1-800-831-1117

www.bmwusa.com

Buick

Customer Assistance Center

PO Box 33136

Detroit, MI 48232-5136

Toll-free: 1-800-521-7300

TTY: 1-800-735-2900

www.buick.com

Cadillac

Customer Assistance Center

PO Box 33169

Detroit, MI 48232-5169

Toll-free: 1-800-458-8006

TTY: 1-800-255-2683

www.cadillac.com

Chevrolet

Customer Assistance Center

PO Box 33170

Detroit, MI 48232-5170

Toll-free: 1-800-222-1020

TTY: 1-800-833-2438

www.chevrolet.com

Chrysler 

Chrysler Group, LLC

Customer Assistance Center

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll-free: 1-800-992-1997

www.chrysler.com

Dodge

Toll-free: 1-800-992-1997

www.dodge.com

Ferrari North America, Inc.

Corporate Office

250 Sylvan Ave.

Englewood Cliffs, NJ 07632

201-816-2600

www.ferrari.com

Ford Motor Company 

Customer Relationship Center

PO Box 6248

Dearborn, MI 48126

Toll-free: 1-800-392-3673

TTY: 1-800-232-5952

www.ford.com

GMC 

PO Box 33172

Detroit, MI 48232-5172

Toll-free: 1-800-462-8782

TTY: 1-800-462-8583

www.gmc.com

Hyundai Motor America 

PO Box 20850

Fountain Valley, CA 92728-0850

714-965-3000

Toll-free: 1-800-633-5151

: consumeraffairs@hmausa.com

www.hyundaiusa.com

Infiniti

See: Nissan North America, Inc.

Toll-free: 1-800-662-6200

www.infiniti.com

Isuzu Motors America, Inc.

Owner Relations Department

1400 S. Douglass Rd., Suite 100

Anaheim, CA 92806

714-935-9300

Toll-free: 1-800-255-6727

www.isuzu.com

Contacting Your Automotive Manufacturer

If you have a problem with a car purchased from a local dealer, first try to work 

it out with the dealer. If the problem is not resolved, contact the manufacturer’s 

regional or national office. Ask for the consumer affairs office. 

If you are still unsuccessful, consider contacting the automotive dispute resolution 

resources listed at the end of this section. The method used to resolve your 

dispute may be mediation, arbitration, or conciliation. Decisions of arbitrators 

are usually binding and must be accepted by both the customer and the business. 

Ask for a copy of the rules of the program before you file your case.

A local or state consumer agency (p. 116) 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.
Automotive

automotive

www.pueblo.gsa.gov 2011 Consumer Action Handbook 65

Jaguar Cars

555 MacArthur Blvd.

Mahwah, NJ 07430-2327

Toll-free: 1-800-452-4827

www.jaguarusa.com

Jeep

See: Chrysler

Toll-free: 1-800-992-1997

www.jeep.com/en

Kia Motors America, Inc. 

PO Box 52410

Irvine, CA 92619-2410

Toll-free: 1-800-333-4542

www.kia.com

Land Rover

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll-free: 1-800-637-6837

www.landroverusa.com

Lexus

A Division of Toyota Motor Sales, 

U.S.A., Inc.

PO Box 2991

Mail Drop L201

Torrance, CA 90501-2732

Toll-free: 1-800-255-3987

TTY: 711

www.lexus.com

Lincoln

See: Ford Motor Company

www.lincoln.com

Mazda North American 

Operations

PO Box 19734

Irvine, CA 92623-9734

Toll-free: 1-800-222-5500

www.mazdausa.com

Mercedes Benz USA, LLC 

Customer Assistance Center

Three Mercedes Dr.

Montvale, NJ 07645

Toll-free: 1-800-367-6372

www.mbusa.com

Mercury

See: Ford Motor Company

www.mercuryvehicles.com

Mitsubishi Motors North 

America, Inc.

Customer Relations

PO Box 6400

Cypress, CA 90630-0014

Toll-free: 1-888-648-7820

www.mitsubishicars.com

Nissan North America, Inc. 

PO Box 685003

Franklin, TN 37068-5003

Toll-free: 1-800-647-7261

www.nissanusa.com

Oldsmobile

Customer Assistance Center

PO Box 33171

Detroit, MI 48232-5171

Toll-free: 1-800-442-6537

TTY: 1-800-833-9935

www.oldsmobile.com

Peugeot Motors 

of America, Inc.

Overlook at Great Notch

150 Clove Rd.

Little Falls, NJ 07424

973-812-4444

www.peugeot.com

Pontiac

See: GMC

Toll-free: 1-800-762-2737

TTY: 1-800-833-9935

www.pontiac.com

Porsche Cars North 

America, Inc. 

Owner Relations

980 Hammond Dr., Suite 1000

Atlanta, GA 30328

Toll-free: 1-800-767-7243

www.porsche.com/usa

Saab Automobile USA

Customer Assistance Center

PO Box 33166

Detroit, MI 48232-5166

Toll-free: 1-800-955-9007

www.saabusa.com

Saturn 

See: GMC

Customer Assistance Center

Toll-free: 1-800-553-6000

www.saturn.com

Smart USA

2555 Telegraph Rd.

Bloomfield Hills, MI 48302

Toll-free: 1-800-762-7887

www.smartusa.com

Subaru of America, Inc. 

Customer/Dealer Services

Subaru Plaza

PO Box 6000

Cherry Hill, NJ 08034-6000

Toll-free: 1-800-782-2783

www.subaru.com

Toyota Motor Sales 

USA, Inc. 

Customer Experience Center

Department WC 11

19001 S. Western Ave.

Torrance, CA 90501

310-468-4000

Toll-free: 1-800-331-4331

TTY: 1-800-443-4999

www.toyota.com

Volkswagen Group of 

America, Inc. 

Customer Care

2200 Ferdinand Porshe Dr.

Herndon, VA 20171

Toll-free: 1-800-822-8987

www.vw.com or

volkswagengroupamerica.com

Volvo Cars of North America

Customer Care Center

One Volvo Dr.

PO Box 914

Rockleigh, NJ 07647

Toll-free: 1-800-458-1552

www.volvocars.com
66 www.ConsumerAction.gov 

automotive

Automotive Dispute 

Resolution Programs

BBB Auto Line

Council of Better Business 

Bureaus, Inc.

4200 Wilson Blvd., 8th Floor

Arlington, VA 22203-1838

703-276-0100

Toll-free: 1-800-955-5100

TTY: 703-276-1862

: info@cbbb.bbb.org

www.bbb.org

Third-party dispute resolution 

program for automobile 

manufacturers.

DOT Auto Safety Hotline

1200 New Jersey Ave., SE

NVS-216

Washington, DC 20590

Toll-free: 1-888-327-4236

TTY: 1-800-424-9153

www-odi.nhtsa.dot.gov/

contact.cfm

Consumers can contact the 

DOT Auto Safety Hotline to 

report safety defects in vehicles, 

tires, and child safety seats. 

Information is available about 

air bags, child safety seats, seat 

belts, and general highway safety. 

Consumers who experience a 

safety defect in their vehicle are 

encouraged to report the defect 

to the Hotline in addition to the 

dealer or manufacturer.

International Association of 

Lemon Law Administrators

www.ialla.net

This organization supports 

and promotes government 

agencies that administer motor 

vehicle warranty and related 

laws, through consumer and 

industry education and other 

intergovernmental activities.

Motorist Assurance 

Program (MAP)

201 Park Washington Ct.

Falls Church, VA 22046

703-532-2027

: map@motorist.org

www.motorist.org

MAP accredits those auto repair 

shops that apply and follow 

industry developed standards 

for inspecting vehicles as well 

as meet other requirements. 

MAP handles inquiries/disputes 

between accredited shops and 

customers and offers information 

to consumers about how to 

locate a repair shop, how to talk 

to a technician, and how to work 

successfully with auto repair 

shops.

National Automobile 

Dealers Association (NADA)

8400 Westpark Dr.

McLean, VA 22102

Toll-free: 1-800-252-6232

: nadainfo@nada.org

www.nada.org

NADA is a third-party dispute 

resolution organization. The 

national office makes referrals to 

state auto dealer associations.

RV Consumer Group

PO Box 520

Quilcene, WA 98376

360-765-3846

Toll-free: 1-800-405-3325 

(Order Desk)

: rvgroup@rv.org

www.rv.org

RV Consumer Group is a 

nonprofit organization dedicated 

to the safety of recreational 

vehicles. This group is not 

aligned or affiliated with the RV 

industry. It offers books and 

memberships to help consumers 

select the best RV for them.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 67

Better Business Bureaus

Better Business Bureaus

Council

Council of Better 

Business Bureaus, Inc. 

4200 Wilson Blvd. 

8th Floor

Arlington, VA 22203-1838

703-276-0100

www.cbbb.org

Alabama

Birmingham 

1210 S. 20th St.

Birmingham, AL 35205

205-558-2222

Boaz 

100 E. Bartlett Ave.

Boaz, AL 35957

256-840-3888

Cullman 

202 1st Ave., SE, Suite I

Cullman, AL 35055

256-775-2917

Decatur

254 Moulton St., E, 3rd Floor

Decatur, AL 35601

256-355-2226

Dothan

1971 S. Brannon Stand Rd., Suite 1

Dothan, AL 36305

334-794-0492

Florence

205 S. Seminary St., Suite 114

Florence, AL 35630

256-740-8224

Huntsville

107 Lincoln St., SE

Huntsville, AL 35801

256-533-1640

Mobile

3361 Cottage Hill Rd., Suite E

Mobile, AL 36606

251-433-5494

Montgomery

4750 Woodmere Blvd., Suite D

Montgomery, AL 36107

334-273-5530

Alaska

Anchorage

341 W. Tudor Rd., Suite 209

Anchorage, AK 99503

907-562-0704

Arizona

Phoenix

4428 N. 12th St.

Phoenix, AZ 85014-4585

602-264-1721

Prescott

1569 W. Gurley St.

Prescott, AZ 86305

928-772-3410

Sierra Vista

2160 E. Fry Blvd., Suite C5 PMB 172

Sierra Vista, AZ 85635

520-888-5353

Tucson

434 S. Williams Blvd., Suite 102

Tucson, AZ 85711

520-888-5353

Arkansas

Little Rock

12521 Kanis Rd.

Little Rock, AR 72211

501-664-7274

California

Bakersfield

1601 H St., Suite 101

Bakersfield, CA 93301

661-322-2074

Colton

315 N. La Cadena Dr.

Colton, CA 92324

909-825-7280

Culver City

6125 Washington Blvd., Suite 306

Culver City, CA 90232

310-945-3166

Fresno

4201 W. Shaw Ave., Suite 107

Fresno, CA 93722

559-222-8111

Long Beach

3363 Linden Ave., Suite A

Long Beach, CA 90807

562-216-9240

Oakland

1000 Broadway, Suite 625

Oakland, CA 94607

510-844-2000

Contacting 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, particularly unanswered or unsettled complaints or 

other problems; mediation and arbitration services; and information about charities 

and other organizations that are seeking public donations. They also provide 

ratings (A, B, C, D, or F) of local companies to express the BBB’s confidence 

that the company operates in a trustworthy manner and demonstrates a willingness 

to resolve customer concerns.

Complaints should be submitted in writing so that an accurate record exists of 

the dispute. The BBB will then present the complaint to the company involved. If 

the complaint is not resolved, the BBB may offer an alternative dispute settlement 

process. BBBs do not judge or rate individual products or brands, handle employer/

employee wage disputes, or give legal advice.

If you need help with a consumer question or complaint, call your local BBB or 

visit its website.

BBBOnLine (www.bbb.org/online) provides Internet users an easy way to verify 

the legitimacy of online businesses. Companies carrying the BBBOnLine seal have 

been checked out by the BBB and agree to resolve customer concerns.

The Council of Better Business Bureaus, the umbrella organization for the BBBs, 

can assist with complaints about the truthfulness and accuracy of national 

advertising claims, including children’s advertising; provide reports on national 

soliciting charities; and help to settle disputes with automobile manufacturers 

through the BBB AUTO LINE program (p. 66).
68 www.ConsumerAction.gov 

Placentia

550 W. Orangethorpe Ave.

Placentia, CA 92870

714-985-8922

Sacramento

3075 Beacon Blvd.

West Sacramento, CA 95691-3462

916-443-6843

San Diego

5050 Murphy Canyon Rd., Suite 110

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave.

San Jose, CA 95128

408-278-7400

Santa Barbara

213 Santa Barbara St.

Santa Barbara, CA 93101

805-963-8657

Stockton

11 S. San Joaquin St., 8th Floor

Stockton, CA 95202-3202

209-948-4880

Colorado

Colorado Springs

25 N. Wahsatch Ave.

Colorado Springs, CO 80903

719-636-1155

Denver

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fort Collins

8020 S. County Rd. 5, #100

Fort Collins, CO 80528

970-484-1348

Connecticut

Wallingford

94 S. Turnpike Rd.

Wallingford, CT 06492-4322

203-269-2700

Delaware

New Castle 

60 Reads Way

New Castle, DE 19720

302-230-0108

District of Columbia

Washington 

1411 K St., NW, 10th Floor

Washington, DC 20005-3404

202-393-8000

Florida

Clearwater 

2655 McCormick Dr.

Clearwater, FL 33759

727-535-5522

Jacksonville 

4417 Beach Blvd., Suite 202

Jacksonville, FL 32207

904-721-2288

Miami Lakes 

14750 N.W. 77 Ct., #317

Miami Lakes, FL 33016

561-842-1918

Orlando 

1600 S. Grant St.

Longwood, FL 32750

407-621-3300

Pensacola 

912 E. Gadsden St.

Pensacola, FL 32501

850-429-0002

Stuart 

101 S.E. Ocean Blvd., #202

Stuart, FL 34994

772-223-1492

West Palm Beach 

4411 Beacon Circle, Suite 4

West Palm Beach, FL 33407

561-842-1918

Georgia

Atlanta 

503 Oak Pl., Suite 590

Atlanta, GA 30349

404-766-0875

Augusta 

1227 Augusta West Pkwy.

Suite 15

Augusta, GA 30909

706-210-7676

Columbus

500 12th St.

Columbus, GA 31901

706-324-0712

Macon 

277 Martin Luther King Jr. Blvd. 

Suite 102

Macon, GA 31201-3495

478-742-7999

Savannah 

6606 Abercorn St., Suite 108C

Savannah, GA 31405-5817

912-354-7522

Hawaii

Honolulu 

1132 Bishop St., Suite 615

Honolulu, HI 96813-2822

808-536-6956

Idaho

Boise 

4355 Emerald St., Suite 290

Boise, ID 83706

208-342-4649

Idaho Falls 

453 River Pkwy.

Idaho Falls, ID 83402

208-523-9754

Illinois

Chicago 

330 N. Wabash Ave., Suite 2006

Chicago, IL 60611-7621

312-832-0500

Peoria 

112 Harrison St.

Peoria, IL 61602

309-688-3741

Rockford 

810 E. State St., 3rd Floor

Rockford, IL 61104-1001

815-963-2222

Indiana

Evansville 

5401 Vogel Rd., Suite 410

Evansville, IN 47715

812-473-0202

Fort Wayne

4011 Parnell Ave.

Fort Wayne, IN 46805

260-423-4433

Indianapolis

22 E. Washington St., Suite 200

Indianapolis, IN 46204-3584

317-488-2222

Better Business Bureaus
www.pueblo.gsa.gov 2011 Consumer Action Handbook 69

Better Business Bureaus

Merriville 

7863 Broadway, Suite 124

Merriville, IN 46410

219-791-9550

Osceola 

11606 McKinley Hwy.

Osceola, IN 46561

574-675-9315

Iowa

Bettendorf

2435 Kimberly Rd., Suite 260 N

Bettendorf, IA 52722-4100

563-355-6344

Des Moines 

505 5th Ave., Suite 950

Des Moines, IA 50309

515-243-8137

Kansas

Topeka 

501 S.E. Jefferson St., Suite 24

Topeka, KS 66607-1190

785-232-0454

Wichita 

345 N. Riverview St., Suite 720

Wichita, KS 67203

316-263-3146

Kentucky

Lexington 

1460 Newtown Pike

Lexington, KY 40511

859-259-1008

Louisville 

844 S. Fourth St.

Louisville, KY 40203-2186

502-583-6546

Louisiana

Alexandria 

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Baton Rouge 

748 Main St.

Baton Rouge, LA 70802

225-346-5222

Houma 

801 Barrow St., Suite 400

Houma, LA 70360

985-868-3456

Lafayette

4007 W. Congress St., Suite B

Lafayette, LA 70506

337-981-3497

Lake Charles 

2309 E. Prien Lake Rd.

Lake Charles, LA 70601

337-478-6253

Monroe

212 Walnut St., #210

Monroe, LA 71201

318-387-4600

New Orleans

710 Baronne St., Suite C

New Orleans, LA 70113

504-581-6222

Shreveport 

401 Edwards St., Suite 135

Shreveport, LA 71101

318-222-7575

Maine

Portland 

812 Stevens Ave.

Portland, ME 04103

207-878-2715

Maryland

Baltimore

1414 Key Hwy., Suite 100

Baltimore, MD 21230-5189

410-347-3990

Massachusetts

Natick 

235 W. Central St., Suite 1

Natick, MA 01760-3767

508-652-4800

Worcester 

340 Main St., Suite 802

Worcester, MA 01608

508-755-2548

Michigan

Grand Rapids 

40 Pearl St., NW, Suite 354

Grand Rapids, MI 49503

616-774-8236

Southfield 

30555 Southfield Rd., Suite 200

Southfield, MI 48076-7751

248-644-9100

Minnesota

Minneapolis/St. Paul 

2706 Gannon Rd.

St. Paul, MN 55116-2600

651-699-1111

Mississippi

Ridgeland 

601 Renaissance Way, Suite A

Ridgeland, MS 39157

601-707-0960

Missouri

Kansas City 

8080 Ward Pkwy., Suite 401

Kansas City, MO 64114

816-421-7800

Springfield 

430 S. Glenstone Ave., Suite A

Springfield, MO 65802

417-862-4222

St. Louis 

15 Sunnen Dr., Suite 107

St. Louis, MO 63143

314-645-3300

Nebraska

Lincoln 

3633 O St., Suite 1

Lincoln, NE 68510

402-436-2345

Omaha 

11811 P St.

Omaha, NE 68137

402-391-7612

Nevada

Las Vegas 

6040 S. Jones Blvd.

Las Vegas, NV 89118

702-320-4500

Reno 

991 Bible Way

Reno, NV 89502-2122

775-322-0657

New Hampshire

Concord 

25 Hall St., Suite 102

Concord, NH 03301

603-224-1991

BBBOnLine

provides 

Internet 

users an 

easy way to 

verify the 

legitimacy 

of online 

businesses.

www.bbb.org

Better Business Bureaus
70 www.ConsumerAction.gov 

New Jersey

Trenton 

1700 Whitehorse-Hamilton 

Square Rd., Suite D-5

Trenton, NJ 08690-3596

609-588-0808

New Mexico

Albuquerque 

2625 Pennsylvania St., NE 

Suite 2050

Albuquerque, NM 87110-3658

505-346-0110

Farmington 

306 N. Locke Ave.

Farmington, NM 87401-5855

505-326-6501

New York

Amherst 

100 Bryant Woods S

Amherst, NY 14228

716-881-5222

Farmingdale 

399 Conklin St., Suite 300

Farmingdale, NY 11735

212-533-6200

New York 

257 Park Ave. S, 4th Floor

New York, NY 10010-7384

212-533-6200

Rochester 

55 St. Paul St.

Rochester, NY 14604

585-423-6341

Tarrytown 

150 White Plains Rd., Suite 107

Tarrytown, NY 10591-5521

212-533-6200

North Carolina

Asheville 

112 Executive Park

Asheville, NC 28801

828-253-2392

Charlotte 

13860 Ballantyne Corp. Place 

Suite 225

Charlotte, NC 28277

704-927-8611

Greensboro 

3608 W. Friendly Ave.

Greensboro, NC 27410-4895

336-852-4240

Raleigh 

5540 Munford Rd., Suite 130

Raleigh, NC 27612-2621

919-277-4222

Winston-Salem 

500 W. 5th St., Suite 202

Winston-Salem, NC 27101-2728

336-725-8348

Ohio

Akron 

222 W. Market St.

Akron, OH 44303

330-253-4590

Canton 

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Cincinnati 

7 W. 7th St., Suite 1600

Cincinnati, OH 45202

513-421-3015

Cleveland 

2217 E. 9th St., Suite 200

Cleveland, OH 44115-1299

216-241-7678

Columbus 

1169 Dublin Rd.

Columbus, OH 43215-1005

614-486-6336

Dayton 

15 W. Fourth St., Suite 300

Dayton, OH 45402-1830

937-222-5825

Lima

219 N. McDonel St.

Lima, OH 45801

419-223-7010

Toledo 

Integrity Pl.

7668 King’s Pointe Rd.

Toledo, OH 43617

419-531-3116

Youngstown

International Towers

25 Market St.

Youngstown, OH 44501

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 

528 N. New St.

Bethlehem, PA 18018-5789

610-866-8780

Harrisburg 

1337 N. Front St.

Harrisburg, PA 17102

717-364-3250

Philadelphia 

1880 John F. Kennedy Blvd. 

Suite 1330

Philadelphia, PA 19103

215-985-9313

Pittsburgh 

400 Holiday Dr., Suite 220

Pittsburgh, PA 15220

412-456-2700

Scranton/Wilkes Barre 

4099 Birney Ave.

Moosic, PA 18507

570-614-4222

Puerto Rico

San Juan 

530 Avenida De La Constitucion 

#206

San Juan, PR 00901

787-289-8710

Rhode Island

Coventry 

475 Tiogue Ave.

Coventry, RI 02816

401-825-7900

South Carolina

Columbia 

1515 Burnette Dr.

Columbia, SC 29210

803-254-2525

Better Business Bureaus
www.pueblo.gsa.gov 2011 Consumer Action Handbook 71

Better Business Bureaus

Conway

314 Laurel St., #203

Conway, SC 29526

843-488-2227

Greenville 

408 N. Church St., Suite C

Greenville, SC 29601-2164

864-242-5052

South Dakota

Sioux Falls 

300 N. Phillips Ave., #202

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

1010 Market St., Suite 200

Chattanooga, TN 37402-2614

423-266-6144

Clarksville 

214 Main St.

Clarksville, TN 37040

931-503-2222

Columbia 

502 N. Garden St., Suite 801

Columbia, TN 38401

931-433-9501

Cookeville 

18 N. Jefferson Ave.

Cookeville, TN 38501

931-520-0008

Knoxville 

255 N. Peters Rd., Suite A

Knoxville, TN 37923

865-692-1600

Memphis 

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300

Murfreesboro 

1231 N.W. Broad St., Suite 313

Murfreesboro, TN 37129

615-242-4222

Nashville

201 4th Ave. N, Suite 100

Nashville, TN 37219

615-242-4222

Texas

Abilene 

3300 S. 14th St., Suite 307

Abilene, TX 79605-5052

325-691-1533

Amarillo 

720 S. Tyler St., Suite B112

Amarillo, TX 79101

806-379-6222

Austin 

1005 La Posada Dr.

Austin, TX 78752

512-445-2911

Beaumont 

550 Fannin St., Suite 100

Beaumont, TX 77701-2011

409-835-5348

College Station 

418 Tarrow St.

College Station, TX 77840-1822

979-260-2222

Corpus Christi 

719 S. Shoreline, Suite 304

Corpus Christi, TX 78401

361-852-4949

Dallas 

1601 Elm St., Suite 3838

Dallas, TX 75201-3093

214-220-2000

El Paso 

720 Arizona Ave.

El Paso, TX 79902

915-577-0191

Fort Worth 

101 Summit Ave., Suite 707

Fort Worth, TX 76102-5978

817-332-7585

Houston 

1333 W. Loop South, Suite 1200

Houston, TX 77027

713-868-9500

Longview 

2401 Judson Rd., #102

Longview, TX 75605

903-758-3222

Lubbock 

3333 66th St.

Lubbock, TX 79413-5711

806-763-0459

Midland 

10100 Liberator Ln.

Midland, TX 79711-0206

432-563-1880

San Angelo 

3134 Executive Dr., Suite A

San Angelo, TX 76904

325-949-2989

San Antonio 

1800 Northeast Loop 410 

Suite 400

San Antonio, TX 78217-5296

210-828-9441

Texarkana 

2002 Olive St., Suite 111

Texarkana, TX 75501

903-793-4565

Tyler 

3600 Old Bullard Rd.

Building 1, Suite 101

Tyler, TX 75701

903-581-5704

Weslaco 

2017 W. Expressway 83, Suite 4

Weslaco, TX 78596

956-968-3678

Wichita Falls 

4245 Kemp Blvd., Suite 900

Wichita Falls, TX 76308-2830

940-691-1172

Utah

Salt Lake City 

5673 S. Redwood Rd., Suite 22

Salt Lake City, UT 84123-5322

801-892-6009

Virginia

Norfolk 

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Richmond 

720 Moorefield Park Dr., Suite 300

Richmond, VA 23236

804-648-0016

Roanoke 

31 W. Campbell Ave.

Roanoke, VA 24011-1290

540-342-3455

Washington

Seattle 

1000 Station Dr., Suite 222

DuPont, WA 98327

206-431-2222

Spokane 

152 S. Jefferson St., Suite 200

Spokane, WA 99201

509-455-4200

Better Business Bureaus
72 www.ConsumerAction.gov 

Better Business Bureaus

West Virginia

Charleston 

910 Quarrier St., Suite 405-406

Charleston, WV 25301

304-345-7502

Wisconsin

Milwaukee 

10101 W. Greeenfield Ave. 

Suite 125

West Allis, WI 53214

414-847-6000
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 73

Corporate CONSUMER CONTACTS

A

A&W Restaurants, Inc.

See: YUM! Brands, Inc.

1900 Colonel Sanders Ln.

Louisville, KY 40213

Toll-free: 1-866-456-2929

www.awrestaurants.com

AAMCO Transmissions, Inc.

201 Gibraltar Rd.

Horsham, PA 19044

Toll-free: 1-800-523-0401

www.aamco.com

Abbott Nutrition Products 

Division 

Consumer Relations

625 Cleveland Ave.

Columbus, OH 43215-1754

614-624-7677

Toll-free: 1-800-227-5767

www.abbottnutrition.com

ABC, Inc.

Audience Relations Department

500 S. Buena Vista St.

Burbank, CA 91521-4551

818-460-7477

www.abc.com

Abercrombie & Fitch 

Customer Service

720 5th Ave., 8th Floor

New York, NY 10019

614-219-5380

: abercrombie@abercrombie.com

www.abercrombie.com

Accor North America

4001 International Pkwy.

Carrollton, TX 75007

Toll-free: 1-800-557-3435

www.accor-na.com

Adidas USA

Customer Service

5055 N. Greeley Ave.

Portland, OR 97217

Toll-free: 1-800-448-1796

: consumer.relations@

adidas.com

www.adidas.com 

Adobe Systems, Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll-free: 1-800-833-6687 

(Customer and Technical 

Support)

www.adobe.com

Aerus Electrolux Corporation

300 E. Valley Dr.

Bristol, VA 24201

Toll-free: 1-800-243-9078

: customerservice@

aerusonline.com

www.aerusonline.com

AETNA, Inc.

151 Farmington Ave.

Hartford, CT 06156

860-273-0123

www.aetna.com

Aflac

1932 Wynnton Rd.

Columbus, GA 31999

Toll-free: 1-800-992-3522

www.aflac.com

AirTran Airways

Customer Relations

1800 Phoenix Blvd. 

Suite 104

Atlanta, GA 30349

Toll-free: 1-866-247-2428

Toll-free: 1-800-965-2107 ext. 8900 

(Baggage)

www.airtran.com

A. J. Wright

See: TJX Companies, Inc.

Toll-free: 1-877-746-7259

www.aj-wright.com

Alamo Rent A Car

Customer Service Division

600 Corporate Park Dr.

St. Louis, MO 63105

Toll-free: 1-800-445-5664

www.alamo.com

Alaska Airlines

Customer Care

PO Box 24948-SEAGT

Seattle, WA 98124-0948

Toll-free: 1-800-654-5669 

(Customer Care)

Toll-free: 1-877-815-8253 

(Baggage)

www.alaskaair.com

Alberto Culver Company 

Consumer Relations

2525 Armitage Ave.

Melrose Park, IL 60160

708-450-3000

Toll-free: 1-800-333-0005

: actesting@alberto.com 

(Testing Hair Products)

www.alberto.com

Albertsons, Inc.

Customer Service

250 Parkcenter Blvd.

Boise, ID 83706

208-395-6200

Toll-free: 1-877-932-7948 

(Customer Service)

www.albertsons.com

Contacting Corporate Consumer Affairs Departments

The following directory lists the addresses and phone numbers for hundreds of 

corporations. Many companies have a consumer affairs department that handles 

consumer questions and concerns. Consumer affairs offices are set up within 

companies because they want to hear from you. If you do not find the company you 

are looking for, try checking your public libraries for the following resources:

• The Standard & Poor’s Register of Corporations Directors and Executives 

• Trade Names Directory

• Standard Directory of Advertisers

• Dun & Bradstreet Directory 

To identify the name of a company that manufactures a specific product, check 

the product label and other documents given to you at the time of your purchase. 

The Thomas Register of American Manufacturers, another resource available at many 

public libraries, might also be helpful. It lists the manufacturers of thousands 

of products.

If you have a complaint about an item or service, it is usually best to go back to the 

seller BEFORE you contact the companies in this directory. Follow up with a letter, 

phone call, or e-mail message to the consumer affairs department of the company 

to let it know about your complaint and whether the seller was able to resolve 

your problem. 
Corporate CONSUMER CONTACTS

74 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Alcon Laboratories, Inc. 

6201 South Freeway, TC-24

Fort Worth, TX 76134-2099

Toll-free: 1-800-862-5266

: consumeraffairs.ft.worth@

alconlabs.com

www.alconlabs.com

Allied Van Lines, Inc.

Customer Service

700 Oakmont Ln.

Westmont, IL 60559

Toll-free: 1-800-470-2851 

(Customer Service)

: custsvc@alliedvan.com

www.allied.com

Allstate Insurance Company

2775 Sanders Rd.

Northbrook, IL 60062

847-402-5000

Toll-free: 1-800-255-7828 (Claims)

www.allstate.com

Amana Appliances

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll-free: 1-866-616-2664

www.amana.com

Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

206-266-1000 (Corporate)

Toll-free: 1-800-201-7575 

(Customer Service)

www.amazon.com

AMC Entertainment, Inc.

PO Box 725489

Atlanta, GA 31139-9923

Toll-free: 1-888-440-8457

: CustomerService@

MovieTickets.com

www.amctheatres.com

America Online, Inc.

22000 AOL Way

Dulles, VA 20166

703-265-1000

Toll-free: 1-800-827-6364

www.aol.com

American Airlines, Inc.

PO Box 619612 Mail Drop 2400

Dallas/Fort Worth Airport, TX 

75261-9612

817-967-2000

www.aa.com

American Automobile 

Association (AAA) 

Member Relations

1000 AAA Dr., Mail Space 61

Heathrow, FL 32746

407-444-8402

www.aaa.com

American Eagle Outfitters

Customer Service

77 Hot Metal St.

Pittsburgh, PA 15203

Toll-free: 1-888-232-4535

: custserv@ae.com

www.ae.com

American Express 

Company 

Consumer Relations

777 American Express Way

Ft. Lauderdale, FL 33337

Toll-free: 1-800-297-6196 

(Consumer Relations)

Toll-free: 1-800-528-4800 

(Green Card Inquiries)

Toll-free: 1-800-327-2177 

(Gold Card Inquiries)

Toll-free: 1-800-525-3355 

(Platinum Card Inquiries)

Toll-free: 1-877-877-0987 

(Centurion Card Inquiries)

www.americanexpress.com

American Girl 

PO Box 620497

Middleton, WI 53562-0497

Toll-free: 1-800-360-1861

: im_cs@americangirl.com

www.americangirl.com

American Greetings 

Corporation

Consumer Relations

One American Rd.

Cleveland, OH 44144

216-252-7300

Toll-free: 1-800-711-4474 (Website)

Toll-free: 1-800-777-4891 

(Consumer Products)

: consumer.relations@

amgreetings.com

www.americangreetings.com

American Tourister

See: Samsonite Corporation

Toll-free: 1-800-765-2247

Toll-free: 1-800-262-8282 (Warranty 

and Repair)

: Questions@

AmericanTourister.com

www.americantourister.com

Amtrak

10 G St., NE

Washington, DC 20002

Toll-free: 1-800-872-7245

TTY: 1-800-523-6590

www.amtrak.com

Amway Corporation 

5101 Spaulding Plaza

Ada, MI 49355-0001

616-787-6000

Toll-free: 1-800-253-6500 

(Customer Service)

Toll-free: 1-800-529-8772 

(Personalized Health)

TTY: 1-800-548-3878 

: amway.customer.support@

amway.com

www.amway.com

Andersen Windows, Inc. 

100 4th Ave., N

Bayport, MN 55003-1096

651-264-5150 (Corporate)

Toll-free: 1-888-888-7020 (Service)

www.andersenwindows.com

Angie’s List

1030 E. Washington St.

Indianapolis, IN 46202

Toll-free: 1-888-888-5478

www.angieslist.com

Anheuser-Busch, Inc.

Customer Relationship Group

One Busch Pl.

St. Louis, MO 63118

Toll-free: 1-800-342-5283

www.anheuser-busch.com

Anthem

2015 Staples Mills Rd.

Richmond, VA 23230

804-354-7000

www.anthem.com

Apple Computer, Inc.

One Infinite Loop

Cupertino, CA 95014

408-996-1010

Toll-free: 1-800-676-2775 

(Customer Service)

Toll-free: 1-800-275-2273 

(Technical Support)

Toll-free: 1-800-767-2775 

(Service Support)

www.apple.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 75

Corporate CONSUMER CONTACTS

Applebee’s

11201 Renner Blvd.

Lenexa, KS 66219

913-890-0100

Toll-free: 1-888-592-7753

www.applebees.com

Arby’s Restaurant Group, Inc.

1155 Perimeter Center W, 12thFloor

Atlanta, GA 30338

678-514-4100

: customerfeedback@arbys.com

www.arbys.com

Armstrong World 

Industries, Inc.

Customer Service

PO Box 3001

Lancaster, PA 17604

717-397-0611

Toll-free: 1-800-233-3823

www.armstrong.com

Ashley Furniture

One Ashley Way

Arcadia, WI 54612

ashleyfurniturehomestore.com

AT&T, Inc.

Customer Relations

175 E. Houston St.

San Antonio, TX 78205

210-821-4105

Toll-free: 1-800-464-7928 

(Wireless Customer Service)

www.att.com

Atlas World Group, Inc.

Customer Service

1212 Saint George Rd.

Evansville, IN 47711-2364

Toll-free: 1-800-638-9797

www.atlasvanlines.com

Avis Rent-A-Car System

Customer Service

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.

Consumer Information Center

1251 Avenue of the Americas

New York, NY 10020

212-282-7000

Toll-free: 1-800-367-2866 

(Consumer Information)

Toll-free: 1-800-445-2866 

(Product Information)

www.avon.com

AXA Equitable Company, Inc. 

(AXA Financial, Inc.)

1290 Avenue of the Americas 

12th Floor

New York, NY 10104

212-554-1234

Toll-free: 1-877-222-2144

www.equitable.com

B

Bacardi USA, Inc. 

8900 Mountain Ave., Suite 105

New Providence, NJ 07974

Toll-free: 1-800-222-2734

: webmaster@bacardi.com

www.bacardi.com

Bally Total Fitness Corporation

Member Services

PO Box 1090

Norwalk, CA 90651-1090

Toll-free: 1-800-515-2582

Toll-free: 1-866-402-2559 (Member 

Services)

www.ballyfitness.com

Banana Republic

Customer Services

5900 N. Meadows Dr.

Grove City, OH 43123

Toll-free: 1-888-277-8953

TTY: 1-888-906-1345

: custserv@bananarepublic.com

www.bananarepublic.com

Bank of America Corporation

100 N. Tryon St.

Mail Code NC1-007-58-16

Charlotte, NC 28255-0001

Toll-free: 1-800-432-1000

TTY: 1-800-288-4408

www.bankofamerica.com

BankUnited

Call Center

7815 N.W. 148th St.

Miami Lakes, FL 33016

Toll-free: 1-877-779-2265

www.bankunited.com

Barnes & Noble

PO Box 111

Lyndhurst, NJ 07071

Toll-free: 1-800-944-7323

: customerservice@bn.com

www.bn.com

Baskin-Robbins

See:Dunkin Brands

781-737-3000

Toll-free: 1-800-859-5339

: support@baskinrobbins.com

www.baskinrobbins.com

Bass Pro Shops, Inc.

2500 E. Kearney St.

Springfield, MO 65898

Toll-free: 1-800-227-7776 (Catalog 

Headquarters)

Toll-free: 1-800-554-5488 

(Customer Service)

TTY: 1-800-442-5788 

www.basspro.com

Bassett Baby Furniture

3525 Fairystone Park Hwy.

PO Box 626

Bassett, VA 24055

Toll-free: 1-877-525-7070

: juvenile@bassettfurniture.com

www.bassettfurniture.com

Bath & Body Works

Customer Relations

Seven Limited Pkwy. E

Reynoldsburg, OH 43068

Toll-free: 1-800-756-5005

www.bathandbodyworks.com

Bayer HealthCare, LLC 

Consumer Care

36 Columbia Rd.

PO Box 1910

Morristown, NJ 07962-1910

973-254-5000

Toll-free: 1-800-331-4536

www.consumercare.bayer.com

Becton, Dickinson and 

Company 

One Becton Dr., Mail Code 376

Franklin Lakes, NJ 07417

201-847-6800

Toll-free: 1-888-237-2762 

(Customer Service)

Toll-free: 1-800-255-6334 

(Education Center)

Toll-free: 1-888-232-2737 

(Diabetes Care)

www.bd.com

Beech-Nut Nutrition 

Corporation 

Consumer Affairs

13023 Tesson Ferry Rd., Suite 105

St Louis, MO 63128

314-436-7667

Toll-free: 1-800-233-2468

: beech-nut@beech-nut.com

www.beechnut.com
Corporate CONSUMER CONTACTS

76 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Beiersdorf, Inc. 

Consumer Relations

Wilton Corporate Center

187 Danbury Rd.

Wilton, CT 06897

203-563-5800

Toll-free: 1-800-227-4703

www.beiersdorf.us

Bellisio Foods, Inc.

Customer Service 

PO Box 16630

Duluth, MN 55816

: info@bellisiofoods.com

www.bellisiofoods.com

Ben and Jerry’s 

Homemade, Inc.

Consumer Services

30 Community Dr.

South Burlington, VT 05403-6828

802-846-1500

www.benjerry.com

Benihana, Inc.

Customer Relations Manager

8685 N.W. 53rd Terrace

Miami, FL 33166

305-593-0770

Toll-free: 1-800-327-3369

: customerrelations@benihana.

com

www.benihana.com

Best Buy Company, Inc.

Corporate Customer Care

PO Box 9312

Minneapolis, MN 55440

612-291-1000

Toll-free: 1-888-237-8289

www.bestbuy.com

Best Western International, Inc.

Customer Relations

PO Box 42007

Phoenix, AZ 85080-2007

623-780-6000

Toll-free: 1-800-780-7234 

(Reservations Assistance)

Toll-free: 1-800-528-1238 

(Customer Relations)

TTY: 1-800-528-2222 

www.bestwestern.com

BIC Corp 

Consumer Affairs

One Bic Way, Suite 1

Shelton, CT 06484

203-783-2000

Toll-free: 1-800-546-1111

www.bicworld.com

Big Lots Stores, Inc.

Customer Service

300 Phillipi Rd.

Columbus, OH 43228-5311

614-278-6800

Toll-free: 1-800-877-1253

: talk2us@biglots.com

www.biglots.com

Birds Eye Foods, Inc. 

Consumer Relations

PO Box 3900

Peoria, IL 61612

585-383-1850

Toll-free: 1-800-563-1786 

(Birds Eye®, Freshlike, Nalley®

or Bernstein’s products)

Toll-free: 1-800-270-2743 

(Other Brands)

www.birdseyefoods.com

Bissell Homecare, Inc. 

PO Box 3606

Grand Rapids, MI 49501

616-453-4451

Toll-free: 1-800-237-7691

www.bissell.com

BJ’s Wholesale Club, Inc.

Member Care

One Mercer Rd.

Natick, MA 01760

Toll-free: 1-800-257-2582

www.bjs.com

Black & Decker, Inc. 

101 Schilling Rd.

Hunt Valley, MD 21031

410-716-3900

Toll-free: 1-800-544-6986 

(Customer Service/Product 

Support)

Toll-free: 1-888-678-7278 (Parts)

Toll-free: 1-800-328-0590 (DIY 

Books/Publishing)

www.blackanddecker.com

Blockbuster Entertainment 

Corporation

Customer Care

1201 Elm St.

Dallas, TX 75270

Toll-free: 1-866-692-2789 

(Blockbuster Online)

Toll-free: 1-800-406-6843 (In-Store)

: online.consumerrelations@

blockbuster.com

www.blockbuster.com

Bloomingdale’s, Inc.

Customer Service

PO Box 8215

Mason, OH 45040

Toll-free: 1-888-529-2254

Toll-free: 1-800-950-0047 

(Credit Inquiries)

www.bloomingdales.com

Bob Evans Farms, Inc. 

Consumer Relations

3776 S. High St.

Columbus, OH 43207

614-491-2225

Toll-free: 1-800-272-7675 

(Corporate Offices)

Toll-free: 1-800-939-2338

www.bobevans.com

Bojangles’ Restaurants, Inc.

Customer Relations

9432 Southern Pine Blvd.

Charlotte, NC 28273

Toll-free: 1-888-300-4265 

(Customer Service)

www.bojangles.com

Borders, Inc.

Customer Service

PO Box 7002

LaVergne, TN 37086

Toll-free: 1-800-770-7811

: ccare@borders.com

www.borders.com

BP Corporation

Consumer Relations

PO Box 3011

Naperville, IL 60566

Toll-free: 1-800-333-3991

: bpconsum@bp.com

www.bp.com

The Breathe Right ®

Company 

CNS, Inc.

PO Box 1467

Pittsburgh, PA 15230

Toll-free: 1-800-858-6673

: cnsinfo@consumerfirst.com

www.breatheright.com

Breyer’s Ice Cream

See: Unilever

www.breyers.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 77

Corporate CONSUMER CONTACTS

Bridgestone Retail 

Operations, LLC 

Consumer Affairs

PO Box 7988

Chicago, IL 60680-9534

Toll-free: 1-800-367-3872

: firestone_consumer_affairs@

inspyresolutions.com

firestonecompleteautocare.com

Brinker International

6820 LBJ Freeway

Dallas, TX 75240

972-980-9917

www.brinker.com

Brio Tuscan Grill

Guest Feedback

777 Goodale Blvd., Suite 100

Columbus, OH 43212

614-326-7944

Toll-free: 1-888-452-7286

www.brioitalian.com

Bristol-Myers Squibb 

Company 

Customer Relations

345 Park Ave.

New York, NY 10154

609-252-4000

Toll-free: 1-800-332-2056

www.bms.com

British Airways

Customer Relations

PO Box 690098

East Elmhurst, NY 11369

Toll-free: 1-800-247-9297

Toll-free: 1-800-828-8144 

(Baggage Claims)

Toll-free: 1-800-403-0882 

(Online Support)

TTY: 1-866-393-0961 

(Reservations)

www.britishairways.com

Brother International 

Corporation

Customer Service

100 Somerset Corporate Blvd.

Bridgewater, NJ 08807-0911

908-704-1700

Toll-free: 1-877-276-8437

www.brother-usa.com

Brown Shoe Company, Inc.

Consumer Care

8300 Maryland Ave.

St. Louis, MO 63105

314-854-4000

Toll-free: 1-800-766-6465

: info@brownshoe.com

www.brownshoe.com

Brown-Forman Beverages 

Worldwide

Consumer Support

3310 West End Ave., Suite 600

Nashville, TN 37203

502-585-1100

Toll-free: 1-800-753-4567

www.brown-forman.com

Buca di Beppo

1300 Nicollet Mall, Suite 5003

Minneapolis, MN 55403

612-225-3400

Toll-free: 1-866-328-2822

: famiglia@bucainc.com

www.bucadibeppo.com

Budget Rent A Car 

System, Inc.

Customer Service

Six Sylvan Way

Parsippany, NJ 07054

Toll-free: 1-800-214-6094 

(Customer Service)

Toll-free: 1-800-314-3932 

(Drivers with Disabilities)

Toll-free: 1-800-283-4382 

(Moving Truck Customer Service)

Toll-free: 1-800-527-0700 

(Reservations)

Toll-free: 1-800-354-2847 

(Roadside Assistance)

Toll-free: 1-800-404-8033 

(Technical Assistance)

TTY: 1-800-826-5510 (Hearing 

Impaired); 1-800-526-6408 

(Drivers with Disabilities)

www.budget.com

Bulova Corporation

Customer Relations

One Bulova Ave.

Woodside, NY 11377

718-204-3300 (Corporate)

Toll-free: 1-800-228-5682

Toll-free: 1-800-233-3357 

(Service and Parts)

: service@bulova.com

www.bulova.com

Burger King Corporation

Consumer Relations Department

5505 Blue Lagoon Dr.

Miami, FL 33126

305-378-3000 (Corporate)

305-378-3535

www.bk.com

Burlington Coat Factory Direct 

Corporation

1830 Route 130 N

Burlington, NJ 08016

609-387-7800

Toll-free: 1-888-223-2628

www.burlingtoncoatfactory.com

Bush Brothers & Company 

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

865-558-5445

: letters@bushbros.com

www.bushbeans.com

C

Cablevision Systems, Inc.

1111 Stewart Ave.

Bethpage, NY 11714

516-803-2300

Toll-free: 1-866-575-8000

www.cablevision.com

Calvin Klein

205 W. 39th St.

New York, NY 10018

212-719-2600

Toll-free: 1-866-513-0513

www.calvinklein.com 

Campbell Soup Company 

One Campbell Pl.

Camden, NJ 08103-1701

Toll-free: 1-800-257-8443

www.campbellsoup.com

Canon USA, Inc.

One Canon Plaza

Lake Success, NY 11042-1198

Toll-free: 1-800-828-4040

Toll-free: 1-800-652-2666

www.usa.canon.com

Capital One

PO Box 30285

Salt Lake City, UT 84130-0285

Toll-free: 1-800-955-7070

TTY: 1-800-206-7986

: webinfo@capitalone.com

www.capitalone.com
Corporate CONSUMER CONTACTS

78 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Captain D’s Seafood

1717 Elm Hill Pike, Suite A-1

Nashville, TN 37201

615-391-5461

Toll-free: 1-800-314-4819

www.captainds.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Pkwy., Suite 600

Centerville, VA 20120

703-218-0340

: carfaxwebsupport@carfax.com

www.carfax.com/help

Carnival Cruise Lines 

Guest Relations

3655 N.W. 87th Ave.

Miami, FL 33178-2428

Toll-free: 1-888-227-6482

Toll-free: 1-877-885-4856 

(Travel Hotline)

TTY: 1-800-972-4386

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

Carvel Corporation

Retail Stores/Food Service

301 Congress Ave., Suite 1100

Austin, TX 78701

512-236-3829

Toll-free: 1-800-322-4848

www.carvel.com

Casio, Inc.

570 Mt. Pleasant Ave.

Dover, NJ 07801

973-361-5400

Toll-free: 1-800-706-2534 (Repairs)

Toll-free: 1-800-435-7732 (Technical 

Support)

: memberservices@casio.com

www.casio.com

Casual Male Retail Group

Customer Service

555 Turnpike St.

Canton, MA 02021

Toll-free: 1-800-767-0319

: info@casualmale.com

www.cmrginc.com

The CBS Television 

Network 

Audience Services

524 W. 52nd St.

New York, NY 10019-6198

212-975-3247

: audsvcs@cbs.com

www.cbs.com

CEC Entertainment, Inc.

PO Box 152077

Irving, TX 75015

972-258-8507

Toll-free: 1-888-778-7193

www.chuckecheese.com

Chanel, Inc.

Consumer Relations

Nine W. 57th St., 44th Floor

New York, NY 10019

212-688-5055

Toll-free: 1-800-550-0005

:chanelcontactus@chanelusa.com

www.chanel.com

Chase Bank (J.P. Morgan 

Chase Bank)

270 Park Ave.

New York, NY 10017

212-270-6000 (Corporate)

Toll-free: 1-800-935-9935 

(Checking and Savings)

www.chase.com

Chattem, Inc.

Consumer Affairs

PO Box 22219

Chattanooga, TN 37409

423-821-4571

Toll-free: 1-888-442-4464

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400

Cincinnati, OH 45236

Toll-free: 1-888-372-9329

: comments@checkngo.com

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd.

Calabasas Hills, CA 91301

818-871-3000

www.thecheesecakefactory.com

Chevron Corporation

Dealer and Consumer Affairs

PO Box 4000

Bellaire, TX 77402-4000

925-842-1000

Toll-free: 1-800-962-1223

: conaffrs@chevron.com

www.chevron.com

Chicken of the Sea 

International

Consumer Affairs

PO Box 85568

San Diego, CA 91286

858-558-9662

Toll-free: 1-800-456-1511

www.chickenofthesea.com

Chick-fil-A, Inc.

5200 Buffington Rd.

Atlanta, GA 30349-2998

404-765-8000

Toll-free: 1-866-232-2040 

(Customer Feedback)

www.chick-fil-a.com

Children’s Place

500 Plaza Dr.

Secaucus, NJ 07094

Toll-free: 1-877-752-2387

www.childrensplace.com

Chili’s Grill and Bar

See: Brinker International

Toll-free: 1-800-983-4637 

(Guest Relations)

www.chilis.com

Chipotle Mexican Grill, Inc.

1401 Wynkoop St., Suite 500

Denver, CO 80202

303-595-4000

www.chipotle.com

Chuck E Cheese’s Restaurants

See: CEC Entertainment, Inc.

Toll-free: 1-888-778-7193 

(Guest Relations)

www.chuckecheese.com

Church & Dwight 

Company, Inc. 

Consumer and Professional 

Relations

469 N. Harrison St.

Princeton, NJ 08543-5297

609-683-5900

Toll-free: 1-800-524-1328

www.churchdwight.com

CIBA Vision

Consumer Relations

11460 Johns Creek Pkwy.

Duluth, GA 30097

678-415-3937

Toll-free: 1-800-875-3001

www.cibavision.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 79

Corporate CONSUMER CONTACTS

Citigroup, Inc.

Client Services

100 Citibank Dr.

San Antonio, TX 78245-9004

Toll-free: 1-800-627-3999

TTY: 1-800-788-0002

www.citibank.com

The Clorox Company 

Consumer Services

Mail Stop 2334

1221 Broadway

Oakland, CA 94612-1888

510-271-7000

Toll-free: 1-800-835-4523 (GLAD)

Toll-free: 1-800-227-1860 

(Household Cleaners)

Toll-free: 1-800-292-2200 

(Laundry Brands)

Toll-free: 1-800-426-6228 

(Insecticides)

www.thecloroxcompany.com

The Coca-Cola Company 

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

404-676-2121

Toll-free: 1-800-438-2653

TTY: 1-800-262-2653

www.thecocacolacompany.com

Coldwell Banker Real 

Estate Corporation

One Campus Dr.

Parsippany, NJ 07054

Toll-free: 1-877-373-3829

www.coldwellbanker.com

The Colgate-Palmolive 

Company 

Consumer Affairs

300 Park Ave.

New York, NY 10022

212-310-2000

Toll-free: 1-800-468-6502

: colgate-palmolive_consumer_

affairs@colpal.com

www.colgate.com

Colonial Penn Life Insurance

399 Market St., 5th Floor

Philadelphia, PA 19181

Toll-free: 1-877-877-8052

Toll-free: 1-800-523-9100

www.colonialpenn.com

Columbia House

Customer Service Center

PO Box 91601

Rantoul, IL 61866

Toll-free: 1-800-262-2001 (Video/

DVD)

: dvd_customer_service@

columbiahouse.com

www.columbiahouse.com

Combe, Inc. 

Consumer Resources 

1101 Westchester Ave.

White Plains, NY 10604-3597

914-694-5454

Toll-free: 1-800-431-2610 

(Consumer Resources)

Toll-free: 1-800-873-7400 (Product 

Questions)

www.combe.com

Comcast Corporation 

One Comcast Center

Philadelphia, 19103

Toll-free: 1-800-266-2278

www.comcast.com

ConAgra Foods 

Five ConAgra Dr.

Mail Stop 5-105

Omaha, NE 68103-0768

Toll-free: 1-877-266-2472

: consumeraffairs@

conagrafoods.com

www.conagrafoods.com

Conair Cuisinart Corporation

Consumer Affairs

150 Milford Rd.

East Windsor, NJ 08520

203-351-9000

Toll-free: 1-800-326-6247 

(Personal Care)

Toll-free: 1-800-334-4031 

(Oral Care)

: feedback@conair.com

www.conair.com

Continental Airlines, Inc. 

Customer Care -NH CCR

900 Grand Plaza Dr.

Houston, TX 77067-4323

Toll-free: 1-800-932-2732

Toll-free: 1-800-335-2247 

(Baggage)

TTY: 1-800-343-9195

: custo@coair.com

www.continental.com

Continental Tire North 

America, Inc.

Customer Relations

1830 MacMillian Park Dr.

Ft. Mill, SC 29707

704-583-3900

Toll-free: 1-800-847-3349

: consumerinfo@conti-na.com

www.continentaltire.com

Converse, Inc.

Customer Service Group

One High St.

North Andover, MA 01845-2601

Toll-free: 1-800-431-8862

Toll-free: 1-888-792-3307

: estore@converse.com

www.converse.com

Costco Wholesale Corporation

PO Box 34331

Seattle, WA 98124

Toll-free: 1-800-774-2678

Toll-free: 1-800-955-2292 

(Online Members)

www.costco.com

Coty Inc. 

Consumer Contact

1 Park Ave., 5th Floor

New York, NY 10016

212-479-4300

212-479-4399

Toll-free: 1-800-715-4023

www.coty.com

Cox Communications

1400 Lake Hearn Dr.

Atlanta, GA 30319

703-378-8422

www.cox.com

craigslist, Inc.

989 Market St.,

Suite 200

San Francisco, CA 94103

415-278-0404

: info@craigslistfoundation.org

www.craigslist.org

Crayola, LLC 

Consumer Affairs

PO Box 431

Easton, PA 18044-0431

610-253-6272

Toll-free: 1-800-272-9652

www.crayola.com
Corporate CONSUMER CONTACTS

80 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Creative Labs

Customer Service

1523 Cimarron Plaza

Stillwater, OK 74075

405-742-6600

405-742-6655 (Technical Support)

Toll-free: 1-800-998-1000 

(Customer Service)

Toll-free: 1-800-998-5227 

(Online Store)

http://support.creative.com

Cricket Wireless

10307 Pacific Center

San Diego, CA 92121

Toll-free: 1-800-274-2538

www.mycricket.com

Crowne Plaza

See: InterContinental Hotels 

Group PLC

Toll-free: 1-800-465-2680

www.crowneplaza.com

Cuisinart

Toll-free: 1-800-726-0190

: customerservice@cuisinart.

com

www.cuisinart.com

Curves International

100 Ritchie Rd.

Waco, TX 76712

Toll-free: 1-800-848-1096

www.curves.com

CVS Caremark Corporation

Customer Relations Department

1 CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll-free: 1-800-746-7287

Toll-free: 1-888-607-4287

: customercare@cvs.com

www.cvs.com

D

Dairy Queen Corporation 

Customer Relations

7505 Metro Blvd.

Minneapolis, MN 55439

952-830-0200

www.dairyqueen.com

The Dannon 

Company, Inc. 

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll-free: 1-877-326-6668

www.dannon.com

Darden Restaurants

PO Box 695011

Orlando, FL 32859-3330

407-245-4000

www.darden.com

Days Inns Worldwide, Inc.

See: Wyndham Hotel Group

Toll-free: 1-800-441-1618

www.daysinn.com

Dean & DeLuca

Customer Care

4115 E. Harry St.

Wichita, KS 67218

316-821-3200

Toll-free: 1-800-221-7714

: customercare@deandeluca.

com

www.deandeluca.com

Del Laboratories, Inc.

Consumer Relations

410 American Rd.

Morris Plains, NJ 07950

Toll-free: 1-800-953-5080

www.dellabs.com

Del Monte Foods Company 

Consumer Affairs

PO Box 193575

Pittsburgh, PA 15230-0080

415-247-3000

Toll-free: 1-800-543-3090

www.delmonte.com

Dell, Inc.

Customer Service

One Dell Way

Round Rock, TX 78682

Toll-free: 1-800-624-9897 

(Customer Service)

Toll-free: 1-866-243-9297 (Technical 

Support)

TTY: 1-877-335-5889

www.dell.com

Delta Air Lines, Inc. 

PO Box 20706

Atlanta, GA 30320-2598

404-715-2600

Toll-free: 1-800-325-8224 

(Baggage)

www.delta.com

Delta Faucets Company

55 E. 111th St.

Indianapolis, IN 46280

317-848-1812

Toll-free: 1-800-345-3358

: customerservice@deltafaucet.

com

www.deltafaucet.com

Denny’s Corporation

Call Center

203 E. Main St. P-8-6

Spartanburg, SC 29319

864-597-8000

Toll-free: 1-800-733-6697 

(Customer Service)

www.dennys.com

The Dial Corporation 

19001 N. Scottsdale Rd.

Scottsdale, AZ 85254-1619

480-754-3425

Toll-free: 1-800-258-3425

www.dialsoap.com

Diamond Foods, Inc. 

Consumer Affairs

1050 S. Diamond St.

Stockton, CA 95205-7087

209-467-6000

www.diamondfoods.com

Dick’s Sporting Goods

345 Court St.

Coraopolis, PA 15108

Toll-free: 1-877-846-9997

: customersupport@

dickssportinggoods.com

www.dickssportinggoods.com 

Dillard’s, Inc.

Customer Service Department

1600 Cantrell Rd.

Little Rock, AR 72201

501-376-5200

Toll-free: 1-800-345-5273

TTY: 1-800-444-1732

: questions@dillards.com

www.dillards.com

Diners Club International

Customer Service

PO Box 6500

Sioux Falls, SD 57117

702-797-5532

Toll-free: 1-800-234-6377

dinersclubinternational.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
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 81

Corporate CONSUMER CONTACTS

Discover Financial 

Services, Inc.

Card Customer Service

PO Box 30943

Salt Lake City, UT 84130-0943

224-405-0900 (Headquarters)

801-902-3100

Toll-free: 1-800-347-2683

TTY: 1-800-347-7449

www.discoverfinancial.com

Discovery Cruise Line

1775 N.W. 70th Ave.

Miami, FL 33126

305-597-0336

Toll-free: 1-800-259-1579

: customerservice@

discoverycruise.com

www.discoverycruise.com

Dish Network

Customer Service Center

9601 S. Meridian Rd.

Englewood, CO 80112

Toll-free: 1-888-686-2388

: feedback@customermail.

dishnetwork.com

www.dishnetwork.com

Dole Food Company, Inc. 

Consumer Center

PO Box 5700

Westlake Village, CA 91359-5700

818-874-4000

Toll-free: 1-800-356-3111

: Dole.Consumer.Center@dole.

com

www.dole.com

Dollar Rent A Car, Inc.

PO Box 33167

Tulsa, OK 74153-1167

918-669-3000

Toll-free: 1-800-800-5252 

(Customer Service)

Toll-free: 1-866-776-6667

TTY: 1-800-232-3301

: rhelpdesk@dollar.com

www.dollar.com

Domino’s Pizza, Inc.

30 Frank Lloyd Wright Dr.

PO Box 997

Ann Arbor, MI 48106

734-930-3030

Toll-free: 1-888-366-4667

www.dominos.com

Doubletree

See: Hilton Hospitality, Inc.

Toll-free: 1-800-222-8733

www.doubletree.com

Dr. Pepper/Snapple Group, Inc. 

Consumer Relations

5301 Legacy Dr.

Plano, TX 75024

972-673-7000

Toll-free: 1-800-696-5891

drpeppersnapplegroup.com

DSW

Customer Service

810 DSW Dr.

Columbus, OH 43219

Toll-free: 1-866-379-7463

www.dsw.com

Dunkin Brands 

Consumer Care

130 Royall St.

Canton, MA 02021

Toll-free: 1-800-859-5339

www.dunkindonuts.com

Dunlop Tire Corporation

See: Goodyear Tire & Rubber 

Company

Toll-free: 1-800-321-2136

www.dunloptire.com

DuPont Company

Corporate Information Center

1007 Market St.

Wilmington, DE 19898

302-774-1000

Toll-free: 1-800-441-7515

: info@dupont.com

www.dupont.com

Duracell North America

Consumer Affairs Department

PO Box 599

Cincinnati, OH 45202

Toll-free: 1-800-551-2355

TTY: 1-800-341-0654

www.duracell.com

E

Eagle Family Foods

One Strawberry Ln.

Orrville, OH 44667

Toll-free: 1-888-656-3245

www.eaglebrand.com

Eastman Kodak Company

Kodak Information Center/ 

Consumer Contact Center

343 State St.

Rochester, NY 14650

Toll-free: 1-800-235-6325 (Digital 

Cameras, Printer Docks, Photo 

Printers)

www.kodak.com

eBay, Inc.

2145 Hamilton Ave.

San Jose, CA 95125

408-376-7400

Toll-free: 1-800-322-9266

www.eBay.com

Eddie Bauer, Inc.

Customer Satisfaction Center

PO Box 7001

Groveport, OH 43125

Toll-free: 1-800-426-8020

TTY: 1-800-462-6757

: CustomerCare@csc.

eddiebauer.com

www.eddiebauer.com

eHarmony 

Customer Care

PO Box 60157

Pasadena, CA 91116

www.eharmony.com

The Electrolux Group

Consumer Assistance Center

250 Bobby Jones Expressway

Martinez, GA 30907

706-228-6615

Toll-free: 1-877-435-3287

www.electrolux.com

Eli Lilly & Company 

Consumer Communications

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll-free: 1-800-545-5979

www.lilly.com

Elizabeth Arden, Inc.

Consumer Relations Department

309 South St.

New Providence, NJ 07974

Toll-free: 1-800-326-7337

: consumer@elizabetharden.

com

www.elizabetharden.com

E-Machines

Gateway, Inc.

7565 Irvine Center Dr.

Irvine, CA 92618

Toll-free: 1-800-846-2000

www.emachines.com

Embassy Suites

See: Hilton Hospitality, Inc.

Toll-free: 1-800-362-2779

www.embassysuites.com
Corporate CONSUMER CONTACTS

82 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Enterprise Rent-a-Car

600 Corporate Park Dr.

St. Louis, MO 63105-4211

Toll-free: 1-800-264-6350

www.enterprise.com

Epson America, Inc.

3840 Kilroy Airport Way

Long Beach, CA 90806

Toll-free: 1-800-463-7766

Toll-free: 1-800-922-8911

www.epson.com

Equifax 

Office of Consumer Affairs

PO Box 740241

Atlanta, GA 30374

Toll-free: 1-800-685-1111

: individual.custserv@Equifax.com

www.equifax.com

Ernest & Julio Gallo Winery 

Consumer Relations

3840 Kilroy Airport Way

Long Beach, CA 90806

562-981-3840

Toll-free: 1-877-687-9463

: consumerrelations@ejgallo.

com

www.gallo.com

The Estee Lauder 

Companies, Inc. 

767 5th Ave.

New York, NY 10153

212-572-4200

Toll-free: 1-888-311-3883

: consumercommunicationslauder@esteelauder.com

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813

Toll-free: 1-888-324-3571

: orders@ethanallen.com

www.ethanallen.com

The Eureka Company

Consumer Service 

807 N. Main St.

Bloomington, IL 61701

Toll-free: 1-800-282-2886

www.eureka.com

Expedia, Inc.

Customer Support

333 108th Ave., NE

Bellevue, WA 98004

Toll-free: 1-800-397-3342

: travel@customercare.

expedia.com

www.expedia.com

Experian

National Consumer Assistance 

Center

PO Box 2104

Allen, TX 75013

Toll-free: 1-888-397-3742

www.experian.com

Exxon Mobil

Customer Relations

PO Box 1049

Buffalo, NY 14240-1049

Toll-free: 1-800-243-9966

www.exxonmobil.com

F

Facebook.com

1601 S. California Ave.

Palo Alto, CA 94304

650-543-4800

: info@facebook.com

www.facebook.com

Fairfield Inn

See: Marriott International, Inc.

www.fairfieldinn.com

Farmers Insurance

4680 Wilshire Blvd.

Los Angeles, CA 90010

Toll-free: 1-800-435-7764

www.farmers.com

FedEx Corporation 

Customer Relations

3875 Airways

Module H3 Department 4634

Memphis, TN 38116

Toll-free: 1-800-463-3339

TTY: 1-800-238-4461

www.fedex.com

FedExOffice

Customer Relations

PO Box 1935

Provo, UT 84603-9926

Toll-free: 1-800-463-3339

: fedexoffice.

customerrelations@fedex.com

www.fedex.com/us/office

Fingerhut Direct 

Marketing, Inc.

6250 Ridgewood Rd.

St. Cloud, MN 56303

Toll-free: 1-800-208-2500

: customerservice@fingerhut.

com

www.fingerhut.com

Fisher-Price

636 Girard Ave.

East Aurora, NY 14052

716-687-3000 (Headquarters)

Toll-free: 1-800-432-5437 

(Consumer Relations)

TTY: 1-800-382-7470

www.fisher-price.com

Florsheim, Inc.

333 W. Estabrook Blvd.

Glendale, WI 53212

Toll-free: 1-866-454-0449

: us.consumers@florsheim.com

www.florsheim.com

Flowers Foods, Inc.

1919 Flowers Cir.

Thomasville, GA 31757

229-226-9110

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

704-633-8250

Toll-free: 1-800-210-9569

www.FoodLion.com

Forever 21

Customer Service

2001 S. Alameda St.

Los Angeles, CA 90058

213-741-5100

Toll-free: 1-888-494-3837

www.forever21.com

Fortune Brands

Corporate Affairs Department

520 Lake Cook Rd.

Deerfield, IL 60015

847-484-4400

: mail@fortunebrands.com

www.fortunebrands.com

Frigidaire Home Products

PO Box 212378

Martinez, GA 30917

Toll-free: 1-800-374-4432

www.frigidaire.com

Frito-Lay

PO Box 660634

Dallas, TX 75266-6234

972-334-7000

Toll-free: 1-800-352-4477

www.fritolay.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 83

Corporate CONSUMER CONTACTS

Frontier Airlines, Inc.

Customer Relations

7001 Tower Rd.

Denver, CO 80249-7312

Toll-free: 1-800-265-5505

www.frontierairlines.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

630-719-7756

Toll-free: 1-800-736-3383

www.ftd.com

Fuji Photo Film USA, Inc.

Consumer Information 

Service Center

1100 King George Post

Edison, NJ 08837

Toll-free: 1-800-800-3854 ext. 3461

www.fujifilm.com

G

Gap, Inc.

Customer Relations

100 Gap Online Dr.

Grove City, OH 43123-8605

Toll-free: 1-800-427-7895

TTY: 1-888-906-1104

: custserv@gap.com

www.gap.com

Gateway, Inc.

PO Box 6137

Temple, TX 76503

Toll-free: 1-800-846-2000

www.gateway.com

Geico

One Geico Plaza

Washington, DC 20076

Toll-free: 1-800-861-8380

www.geico.com

General Electric Company

3135 Easton Turnpike

Fairfield, CT 06828

203-373-2211

Toll-free: 1-800-626-2000

www.ge.com

General Mills, Inc. 

PO Box 9452

Minneapolis, MN 55440

Toll-free: 1-800-248-7310

www.generalmills.com

General Motors Acceptance 

Corporation (GMAC)

PO Box 380901

Bloomington, MN 55438

Toll-free: 1-800-200-4622

Toll-free: 1-800-327-6278 

(Financing Questions)

TTY: 1-800-833-4622

www.gmacfs.com

Georgia-Pacific Corporation 

133 Peachtree St., NE

Atlanta, GA 30303

Toll-free: 1-800-283-5547 

(Consumer Products)

www.gp.com

Gerber Products Company 

Consumer Affairs

445 State St.

Fremont, MI 49413-0001

Toll-free: 1-800-443-7237

www.gerber.com

Giant Food, Inc.

8301 Professional Pl., Suite 115

Landover, MD 20785

301-341-4322

Toll-free: 1-888-469-4426

TTY: 301-200-8995

www.giantfood.com

GlaxoSmithKline Consumer 

Healthcare 

PO Box 1467

Pittsburgh, PA 15230

412-200-4000

Toll-free: 1-888-825-5249 

(Consumer Response Center)

: consumer.communications@

gsk.com

www.gsk.com

The Golden Grain Company

PO Box 049003

Chicago, IL 60604-9003

Toll-free: 1-800-421-2444

www.ricearoni.com

Gold’s Gym International

Customer Care Department

125 E. John Carpenter Freeway 

Suite 1300

Irving, TX 75062

214-574-4653

Toll-free: 1-866-465-3775

www.goldsgym.com 

Goodrich Corporation

PO Box 19001

Greenville, SC 29602-9001

Toll-free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire & 

Rubber Company

1144 E. Market St.

Akron, OH 44316-0001

330-769-2121

Toll-free: 1-800-321-2136

: consumer_relations@

goodyear.com

www.goodyear.com

Google.com

1600 Amphitheatre Pkwy.

Mountain View, CA 94043

650-253-0000

www.google.com

Graco Childrenís 

Products, Inc. 

150 Oaklands Blvd.

Exton, PA 19341

Toll-free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660362

Dallas, TX 75266-0689

214-849-8966

214-849-6246 (Baggage)

Toll-free: 1-800-231-2222 

(Fares/Schedules)

TTY: 1-800- 345-3109

www.greyhound.com

Guess?, Inc.

1444 S. Alameda St.

Los Angeles, CA 90021

213-765-3100

Toll-free: 1-877-444-8377

: customerservice@guess.com

www.guess.com

Guinness & Company

801 Main Ave.

Norwalk, CT 06851

203-229-2100

Toll-free: 1-800-521-1591

: guinness@consumer-care.net

www.guinness.com

H

H&R Block, Inc.

Customer Support

One HR Block Way

Kansas City, MO 64105

Toll-free: 1-800-472-5625

www.hrblock.com
Corporate CONSUMER CONTACTS

84 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Hallmark Cards, Inc.

Consumer Affairs

PO Box 419034

Mail Drop #216

Kansas City, MO 64141

816-274-5111

Toll-free: 1-800-425-5627

www.hallmark.com

Hampton Inn/Suites

See: Hilton Hospitality, Inc.

Toll-free: 1-800-426-7866

www.hamptoninn.com

Hanes Hosiery

Consumer Relations

PO Box 3013

Winston-Salem, NC 27105

Toll-free: 1-800-225-4872

www.haneshosiery.com

Harry & David

Customer Service

2500 S. Pacific Hwy.

Medford, OR 97501

541-864-2121

Toll-free: 1-877-322-1200

Toll-free: 1-800-345-5655

www.harryanddavid.com

Hartz Mountain Corporation

400 Plaza Dr.

Secaucus, NJ 07094

201-271-4800

Toll-free: 1-800-275-1414

www.hartz.com

Hasbro, Inc.

1027 Newport Ave.

Mail Stop A906

Pawtucket, RI 02861

401-727-6899

Toll-free: 1-800-255-5516 

(Consumer Affairs)

Toll-free: 1-800-242-7276

: customersupport@hasbro.com

www.hasbro.com

Heinz North America 

PO Box 57

Pittsburgh, PA 15230

Toll-free: 1-800-255-5750

: heinzconsumeraffairs@

us.hjheinz.com

www.heinz.com

Hershey Food Corporation 

100 Crystal A Dr.

Hershey, PA 17033

Toll-free: 1-800-468-1714

www.hersheys.com

Hertz Corporation

PO Box 26120

Oklahoma City, OK 73126-0120

Toll-free: 1-888-777-6095

TTY: 1-800-654-2280

www.hertz.com

Hewlett-Packard Company 

3000 Hanover St.

Bldg. 6A, Mail Stop 1247

Palo Alto, CA 94304

650-857-1501

Toll-free: 1-800-474-6836

www.hp.com

Hilton Garden Inn

See: Hilton Hospitality, Inc.

Toll-free: 1-877-782-9444

www.hiltongardeninn.com

Hilton Hospitality, Inc.

Guest Relations

755 Crossover Ln.

Bldg. A2

Memphis, TN 38117

901-374-6476

Toll-free: 1-800-445-8667

www.hilton.com

Holiday Inn/Holiday 

Inn Express

See: InterContinental 

Hotels Group

Toll-free: 1-800-465-4329

www.holiday-inn.com

Home Depot, Inc.

Customer Care

2455 Paces Ferry Rd.

Atlanta, GA 30339-4024

770-433-8211

Toll-free: 1-800-466-3337

Toll-free: 1-800-430-3376 

(Website Questions)

: customercare@homedepot.com

www.homedepot.com

Home Goods

See: TJX Companies, Inc.

Toll-free: 1-800-926-6299

www.homegoods.com

Home Shopping Network 

Customer Service

PO Box 9090

Clearwater, FL 33758

727-872-1000

Toll-free: 1-800-284-3900 

(Phone Orders)

Toll-free: 1-800-933-2887 

(Online Orders)

TTY: 1-800-753-5353

www.hsn.com

Homewood Suites

See: Hilton Hospitality, Inc.

Toll-free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

Consumer Response Center

7005 Cochran Rd.

Glenwillow, OH 44139

330-499-9499

Toll-free: 1-800-944-9200

www.hoover.com

Hormel Foods Company 

Consumer Affairs

One Hormel Pl.

Austin, MN 55912

Toll-free: 1-800-523-4635

www.hormel.com

Howard Johnson, Inc.

1910 8th Ave., NE

Aberdeen, SD 57402-4090

Toll-free: 1-800-544-9881

www.hojo.com

Humana, Inc.

500 W. Main St.

Louisville, KY 40202

502-580-1000

Toll-free: 1-800-448-6262

www.humana.com

Hyatt Hotels & Resorts 

Consumer Affairs

9805 Q St.

Omaha, NE 68127

402-592-6465

Toll-free: 1-800-323-7249

www.hyatt.com

I

IBM Corporation

One New Orchard Rd.

Armonk, NY 10504-1722

914-499-1900

Toll-free: 1-800-426-4968 

(Customer Service)

Toll-free: 1-800-426-7378 (Support)

TTY: 1-800-426-3383

: askibm@vnet.ibm.com

www.ibm.com

Ikea

420 Alan Wood Rd.

Conshohocken, PA 19428

Toll-free: 1-800-434-4532

www.ikea.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 85

Corporate CONSUMER CONTACTS

Intel

Consumer Relations

2200 Mission College Blvd.

Santa Clara, CA 95054

916-377-7000 (Customer Service)

916-356-8080 (Headquarters)

408-765-8080

www.intel.com

InterContinental Hotels 

Group PLC

Guest Relations

PO Box 30321

Salt Lake City, UT 84130-321

Toll-free: 1-800-621-0555

www.ihgplc.com

J

J. Crew

Customer Relations

One Ivy Crescent

Lynchburg, VA 24513-1001

Toll-free: 1-800-562-0258

: contactus@jcrew.com

www.jcrew.com

Jack in the Box 

9330 Balboa Ave.

San Diego, CA 92123-1516

858-571-2121

Toll-free: 1-800-955-5225 

(Guest Relations)

www.jackinthebox.com

Jackson Hewitt Tax Service, Inc.

Three Sylvan Way, Suite 301

Parsippany, NJ 07054

Toll-free: 1-877-476-3353

www.jacksonhewitt.com

Jarden Consumer 

Solutions, Inc. 

Consumer Affairs

2381 Executive Center Dr.

Boca Raton, FL 34331

Toll-free: 1-800-458-8407

Toll-free: 1-800-882-5842

www.sunbeam.com

JCPenney Company, Inc. 

Corporate Customer Relations

PO Box 10001

Dallas, TX 75301-7303

972-431-1000

Toll-free: 1-800-322-1189 

(Online Orders)

Toll-free: 1-800-709-5777 

(Phone Orders)

www.jcpenney.com

Jenny Craig, Inc.

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

760-696-4000 (Corporate)

Toll-free: 1-800-597-5366 

: WebCustomerService@

jennycraig.com

www.jennycraig.com

JetBlue Airways Corporation

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll-free: 1-800-538-2583

TTY: 1-800-336-5530

: promise@jetblue.com

www.jetblue.com

Jiffy Lube International, Inc.

PO Box 4458

Houston, TX 77210-4458

713-546-4100

Toll-free: 1-800-344-6933

www.jiffylube.com

John Hancock Financial 

Services, Inc.

601 Congress St.

Boston, MA 02210-2805

617-572-6000

Toll-free: 1-800-732-5543

TTY: 1-800-832-5282

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc. 

PO Box 726

Longhorne, PA 19047

908-874-1000

Toll-free: 1-800-526-3967

www.jnj.com

Johnson Publishing 

Company, Inc.

820 S. Michigan Ave.

Chicago, IL 60605

312-322-9200

www.johnsonpublishing.com

Just Born, Inc 

Customer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll-free: 1-888-645-3453 

(Consumer Relations)

: consumerrelations@justborn.

com

www.justborn.com

JVC Company of America 

Customer Relations

1700 Valley Rd.

Wayne, NJ 07490

973-317-5000

Toll-free: 1-800-252-5722

: customerrelation@

jvcamerica.com

www.jvcservice.com

K

Kao Brands Company 

Consumer Relations Department

2535 Spring Grove Ave.

Cincinnati, OH 45214

www.kaobrands.com

Kawasaki Motor 

Corporation, USA

Consumer Services

PO Box 25252

Santa Ana, CA 92799-5252

949-460-5688

Toll-free: 1-800-661-7433

www.kawasaki.com

Kellogg Company 

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

269-961-2000

Toll-free: 1-800-962-1413

www.kelloggcompany.com

Kelly Tires

See: Goodyear Tire & Rubber 

Company

Toll-free: 1-800-321-2136

www.kellytires.com

KFC

See: YUM! Brands, Inc.

PO Box 725489

Atlanta, GA 31139

Toll-free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation 

Consumer Services

Dept. INT

PO Box 2020

Neenah, WI 54957-2020

920-721-8000

Toll-free: 1-800-553-3639

Toll-free: 1-888-525-8388

www.kimberly-clark.com
Corporate CONSUMER CONTACTS

86 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

The Kirby Company 

Customer Relations

1920 W. 114th St.

Cleveland, OH 44102

216-228-2400

Toll-free: 1-800-494-8586

: consumer@kirbywhq.com

www.kirby.com

KitchenAid

553 Benson Rd.

Benton Harbor, MI 49022

269-923-5000

Toll-free: 1-800-422-1230 

(Large Appliances)

Toll-free: 1-800-541-6390 

(Small Appliances)

www.kitchenaid.com

Kmart Corporation

Customer Service

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500

Toll-free: 1-866-562-7848

: help@customerservice.kmart.com

www.kmart.com

Kohler Company

444 Highland Dr.

Kohler, WI 53044

920-457-4441

Toll-free: 1-800-456-4537 

(Customer Care – Plumbing Only)

www.kohler.com

Kohl’s Corporation 

Customer Service

N56 W. 17000 Ridgewood Dr.

Menomonee Falls, WI 53051

262-703-7000

Toll-free: 1-866-887-8884

Toll-free: 1-800-564-5740 (Credit)

: customer.service@kohls.com

www.kohls.com

Kona Grill, Inc.

7150 E. Camelback Rd., #220

Scottsdale, AZ 85251

480-922-8100

Toll-free: 1-866-328-5662

: comments@konagrill.com

www.konagrill.com

Kraft Foods, Inc. 

Consumer Response Center

One Kraft Court

Glenview, IL 60025

Toll-free: 1-800-323-0768

www.kraftfoods.com

Kroger Company

1014 Vine St.

Cincinnati, OH 45202-1100

Toll-free: 1-800-632-6900 

(Product Information)

Toll-free: 1-866-221-4141 

(Customer Comments)

www.kroger.com

L

LA Fitness International, LLC

Member Services

PO Box 54170

Irvine, CA 92619-1300

949-255-7200

www.lafitness.com

Land O’Lakes, Inc. 

Consumer Affairs

PO Box 64101

Mail Station 1070

St. Paul, MN 55164-0101

Toll-free: 1-800-328-4155 

(Consumer Affairs)

Toll-free: 1-800-328-9680 

(Corporate)

www.landolakes.com

Lands’ End, Inc.

One Lands’ End Ln.

Dodgeville, WI 53595

Toll-free: 1-800-963-4816

TTY: 1-800-541-3459 

: landsend@landsend.com

www.landsend.com

Lane Bryant

777 S. State Rd. 7

Margate, FL 33068

Toll-free: 1-866-886-4731

www.lanebryant.com

Lane Furniture

Consumer Services

PO Box 1627

Hwy. 145 S

Tupelo, MS 38802

662-566-7211

Toll-free: 1-877-405-3745

: service@lanefurniture.com

www.lanefurniture.com

La-Z-Boy, Inc.

Consumer Services

1284 N. Telegraph Rd.

Monroe, MI 48162-3309

734-241-2435

: cservice@la-z-boy.com

www.la-z-boy.com

Leap Wireless International

5887 Copley Dr.

San Diego, CA 92111

858-882-6000

Toll-free: 1-877-977-5327

www.leapwireless.com

LeapFrog Enterprises, Inc.

Consumer Service

6401 Hollis St., Suite 100

Emeryville, CA 94608-1071

Toll-free: 1-800-701-5327

: support@leapfrog.com

www.leapfrog.com

Lee Jeans

Consumer Services

9001 W. 67th St.

Merriam, KS 66202

Toll-free: 1-800-453-3348

www.lee.com

LEGO Systems Inc 

Consumer Affairs

555 Taylor Rd.

PO Box 1138

Enfield, CT 06083-1138

Toll-free: 1-800-422-5346 

(Product Support)

Toll-free: 1-800-838-9647 

(Customer Service)

www.lego.com

Lennox Industries, Inc. 

Consumer Affairs

PO Box 799900

Dallas, TX 75379-9900

972-497-5799

Toll-free: 1-800-953-6669 

(Customer Care)

www.lennox.com

LensCrafters

4000 Luxottica Pl.

Mason, OH 45040

513-765-6000

www.lenscrafters.com

Levi Strauss & Company 

1155 Battery St.

San Francisco, CA 94111

415-501-6000

Toll-free: 1-866-860-8907

: customerservice@

levisstore.com

www.levi.com

Lexmark International, Inc.

740 W. New Circle Rd.

Lexington, KY 40550

Toll-free: 1-800-539-6275

www.lexmark.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 87

Corporate CONSUMER CONTACTS

LG Electronics, Inc. 

Customer Service

PO Box 240007

201 James Record Rd.

Huntsville, AL 35813

Toll-free: 1-800-243-0000 

(Corporate)

Toll-free: 1-800-793-8896

www.lge.com

Liberty Mutual 

Insurance Group 

Consumer Affairs

175 Berkeley St.

Mail Stop 10B

Boston, MA 02116

617-357-9500

Toll-free: 1-800-344-0197

: PresidentialSvcTeam@

LibertyMutual.com

www.libertymutual.com

Lillian Vernon Corporation

Customer Service

100 Lillian Vernon Dr.

Virginia Beach, VA 23479-0002

Toll-free: 1-800-901-9291

TTY: 303-682-7999

www.lillianvernon.com

Limited Brands, Inc.

Customer Service

Three Limited Pkwy.

Columbus, OH 43230

614-415-7000

Toll-free: 1-800-945-5088

www.limitedbrands.com

LinkedIn Corporation

2029 Stierlin Ct.

Mountain View, CA 94043

www.linkedin.com

Little Tikes 

Consumer Services

2180 Barlow Rd.

Hudson, OH 44236

Toll-free: 1-800-321-0183

: customer.service@mgae.com

www.littletikes.com

L.L. Bean, Inc.

15 Casco St.

Freeport, ME 04033-0001

207-552-3028

Toll-free: 1-800-441-5713

TTY: 1-800-545-0090

www.llbean.com

Loehmann’s

2500 Halsey St.

Bronx, NY 10461

Toll-free: 1-800-366-5634 (Press 6)

www.loehmanns.com

Long John Silver’s 

Restaurants, Inc.

See: YUM! Brands, Inc.

1900 Colonel Sanders Ln.

Louisville, KY 40213

Toll-free: 1-888-806-3474

www.ljsilvers.com

Longhorn Steakhouse

See: Darden Restaurants

407-245-4000

www.longhornsteakhouse.com

L’Oreal USA 

575 Fifth Ave.

New York, NY 10017

212-818-1500 (Headquarters)

Toll-free: 1-800-322-2036 

(Cosmetics)

Toll-free: 1-800-631-7358 (Hair)

www.lorealusa.com

Lowe’s

Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll-free: 1-800-445-6937

Toll-free: 1-800-890-5932 (Order 

Inquiries)

Toll-free: 1-800-444-1408 

(Customer Account Inquiries)

www.lowes.com

M

MAACO Enterprises, Inc.

610 Freedom Business Center, 

Suite 200

King of Prussia, PA 19406

610-265-6606

Toll-free: 1-800-523-1180

www.maaco.com

Macy’s 

Customer Service

PO Box 8113

Mason, OH 45040

Toll-free: 1-800-526-1202 

(Customer Service)

Toll-free: 1-877-493-9207 (Credit)

www.macys.com

Magic Chef

Magic Chef Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll-free: 1-800-688-1120

www.magicchef.com

Magnavox

See: Philips Consumer 

Electronics North America

Toll-free: 1-800-705-2000

www.magnavox.com

Marriott International, Inc.

1818 N. 90th St.

Omaha, NE 68114

Toll-free: 1-800-535-4028

: customer.care@marriott.com

www.marriott.com

Mars Chocolate 

North America 

800 High St.

Hackettstown, NJ 07840

908-852-1000

Toll-free: 1-800-222-0293

: askus@masterfoodsusa.com

www.masterfoods.com

Marshalls, Inc.

See: TJX Companies, Inc.

Toll-free: 1-888-627-7425

www.marshallsonline.com

Massachusetts Mutual 

Insurance Company 

(Mass Mutual) 

Assistant Vice President, 

Customer Relations

1295 State St.

Springfield, MA 01111-0001

Toll-free: 1-800-487-7844

Toll-free: 1-800-272-2216 

(Life & Long Term Insurance)

www.massmutual.com

MasterCard Worldwide

(Contact your issuing bank first)

Toll-free: 1-800-622-7747

TTY: 1-800-300-3069

www.mastercard.com

Match.com, LLC

PO Box 25458

Dallas, TX 75225

www.match.com
Corporate CONSUMER CONTACTS

88 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Mattel, Inc. 

333 Continental Blvd.

El Segundo, CA 90245-5012

310-252-2000

Toll-free: 1-800-524-8697

TTY: 1-800-382-7470

: www.service.mattel.com

www.mattel.com 

Maybelline, Inc.

PO Box 1010

Clark, NJ 07066-1010

Toll-free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Mayflower Dr.

Fenton, MO 63026

636-305-4000

Toll-free: 1-800-241-1321

www.mayflower.com

Maytag

Maytag Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll-free: 1-800-344-1274 (Customer 

Experience Center)

www.maytag.com

McCormick & Company, 

Inc. 

211 Schilling Circle

Hunt Valley, MD 21031

410-527-6000

Toll-free: 1-800-632-5847

www.mccormick.com

McCormick and Schmick’s 

Seafood Restaurants

720 S.W. Washington St., Suite 550

Portland, OR 97205

503-226-3440

mccormickandschmicks.com

McDonald’s Corporation 

Customer Satisfaction 

Department 

2111 McDonald’s Dr.

Oak Brook, IL 60523

Toll-free: 1-800-244-6227

www.mcdonalds.com

McKee Foods Corporation 

PO Box 750

Collegedale, TN 37315

Toll-free: 1-800-522-4499

www.mckeefoods.com

Medco Health Solutions, Inc.

Public Affairs

100 Parsons Pond Dr.

Franklin Lakes, NJ 07417

201-269-3400

Toll-free: 1-800-631-7780

www.medco.com

Meineke Car Care Centers, Inc.

Customer Relations Department

PO Box 32401

128 S. Tryon St., Suite 900

Charlotte, NC 28232-2401

704-377-3070

Toll-free: 1-800-447-3070

www.meineke.com

The Mentholatum 

Company, Inc.

Consumer Affairs

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll-free: 1-800-688-7660

www.mentholatum.com

Merrill Lynch & Company, Inc.

(Contact local branch 

manager first)

250 Vesey St.

New York, NY 10080

212-449-1000

Toll-free: 1-800-637-7455

TTY: 1-800-262-3340

www.merrilllynch.com

MetLife, Inc.

200 Park Ave.

New York, NY 10166

Toll-free: 1-800-638-5433

www.metlife.com

Michelin North America, Inc. 

Consumer Relations Department

PO Box 19001

Greenville, SC 29650

Toll-free: 1-800-847-3435

www.michelin-us.com

Michelina’s

See: Bellisio Foods, Inc.

218-723-5555

: michelinas@bellisiofoods.com

www.michelinas.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

1300 Arlington Heights Rd.

Itasca, IL 60143

Toll-free: 1-800-621-8545

www.midas.com 

Midwest Airlines

6744 S. Howell Ave., HQ-23

Oak Creek, WI 53154

414-570-4118

Toll-free: 1-800-452-2022

www.midwestairlines.com

MillerCoors 

Consumer Affairs

3939 W. Highland Blvd.

Milwaukee, WI 53208

414-931-2000

Toll-free: 1-800-645-5376

: contact@millercoors.com

www.millercoors.com 

Milton Bradley

See: Hasbro, Inc.

Toll-free: 1-888-836-7025

: customersupport@hasbro.com

www.hasbro.com/miltonbradley

Mitsubishi Digital Electronics 

America, Inc.

Consumer Relations Department 

9351 Jeronimo Rd.

Irvine, CA 92618

Toll-free: 1-800-332-2119

: mdeaservice@mdea.com

www.mitsubishi-tv.com

Money Management 

International 

9009 W. Loop South, 7th Floor

Houston, TX 77096-1719

1-866-889-9347

www.moneymanagement.org

Morgan Stanley

1585 Broadway

New York, NY 10036

212-761-4000

Toll-free: 1-800-733-2307

Toll-free: 1-866-227-2256

: clientadvocate@

morganstanley.com

www.morganstanley.com

Motel 6

Guest Relations

PO Box 326

Worthington, OH 43085

614-601-4089

Toll-free: 1-800-557-3435

www.motel6.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 89

Corporate CONSUMER CONTACTS

Motorola, Inc.

Corporate Communications

1303 E. Algonquin Rd.

Schaumburg, IL 60196

847-576-5000

Toll-free: 1-800-331-6456

TTY: 847-538-7116

www.motorola.com

Motts, Inc.

Consumer Relations

900 King St.

Rye Brook, NY 10573

Toll-free: 1-800-426-4891

www.motts.com

Movado Group, Inc.

650 From Rd., Suite 375

Paramus, NJ 07652-3556

201-267-8000

Toll-free: 1-800-810-2311

www.movadogroupinc.com

Mutual of Omaha Insurance 

Company

Customer Service

Mutual of Omaha Plaza

Omaha, NE 68175

402-342-7600

Toll-free: 1-800-775-6000 

(Individual Service Policies)

Toll-free: 1-800-948-9478 

(Operator)

: individualclaims@

mutualofomaha.com

www.mutualofomaha.com

Myspace.com

8391 Beverly Blvd., #349

Los Angeles, CA 90048

310-969-7400

: info@myspace.com

www.myspace.com

N

Nabisco Foods Group

See: Kraft Foods, Inc.

Toll-free: 1-800-622-4726

www.nabiscoworld.com

National Amusements, Inc.

PO Box 9126

Dedham, MA 02027-9126

781-461-1600

: customer_service@nationalamusements.com

national-amusements.com

National Car Rental 

System, Inc.

Customer Services

8420 St. John Industrial Dr.

St. Louis, MO 63114

Toll-free: 1-800-468-3334

www.nationalcar.com

Nationwide

Customer Relations

One Nationwide Plaza

Columbus, OH 43215-2220

Toll-free: 1-877-669-6877 (Auto 

and Property Insurance)

Toll-free: 1-800-882-2822 

(General Inquiries)

Toll-free: 1-800-848-6331 

(Investments)

www.nationwide.com

NaturaLawn of America

One E. Church St.

Fredrick, MD 21701

301-694-5440

Toll-free: 1-800-989-5444

: natural@nl-amer.com

www.nl-amer.com

Nautica Enterprises, Inc.

Consumer Relations

40 W. 57th St.

New York, NY 10019

212-541-5757

Toll-free: 1-866-376-4184

www.nautica.com

NBC Universal, Inc.

Viewer Relations

30 Rockefeller Plaza

New York, NY 10112

212-664-2333

www.nbc.com

The Neiman-Marcus 

Group, Inc. 

Customer Relations

PO Box 650589

Dallas, TX 75265-0589

214-761-2660

Toll-free: 1-888-888-4757

www.neimanmarcus.com

Nestlé Purina PetCare 

Company

Office of Consumer Affairs

Checkerboard Square

St. Louis, MO 63164

314-982-1000

Toll-free: 1-800-778-7462

www.purina.com

Nestlé USA 

800 N. Brand Blvd.

Glendale, CA 91203

Toll-free: 1-800-225-2270

www.nestle.com

Nestlé Waters North 

America, Inc.

777 W. Putnam Ave.

PO Box 2313

Greenwich, CT 06830-5091

203-531-4100

Toll-free: 1-866-676-1672

www.nestle-watersna.com

Netflix

Customer Service

100 Winchester Circle

Los Gatos, CA 95032

Toll-free: 1-866-716-0414

www.netflix.com

Neutrogena Corporation

Consumer Affairs

199 Grandview Rd.

Skillman, NJ 08558

Toll-free: 1-800-582-4048

: ntgweb@neuus.jnj.com

www.neutrogena.com

New England Financial

See: MetLife, Inc.

Toll-free: 1-800-388-4000

www.nefn.com

New York and Company

450 W. 33rd St., Fifth Floor

New York, NY 10001

Toll-free: 1-800-961-9906

www.nyandcompany.com

New York Life 

Insurance Company

One Rockwood Rd.

Sleepy Hollow, NY 10591

914-846-3876

www.newyorklife.com

Newport News

See: Spiegel Brands, Inc.

5100 City Line Rd.

Hampton, VA 23630-5100

757-827-7010

Toll-free: 1-800-222-5680

: customercare@newportnews.com

www.newport-news.com

Newsweek, Inc.

PO Box 5571

Harlan, IA 51593

Toll-free: 1-800-631-1040

www.newsweek.com
Corporate CONSUMER CONTACTS

90 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Corporate CONSUMER CONTACTS

Nexxus Products Company

See: Alberto Culver Company

Toll-free: 1-800-444-6399

www.nexxusproducts.com

Nickelodeon

1515 Broadway

New York, NY 10036

212-846-2543

www.nick.com

Nike, Inc. 

Consumer Services

PO Box 4027

One Bowerman Dr.

Beaverton, OR 97005

503-671-6453

Toll-free: 1-800-344-6453

www.nike.com

Nikon, Inc.

1300 Walt Whitman Rd.

Melville, NY 11747-3064

631-547-4200

310-414-8107 (Parts)

Toll-free: 1-800-645-6689 

(Technical)

Toll-free: 1-800-645-6678

(Service & Repair)

www.nikonusa.com

Nine West Group, Inc.

Customer Relations

9 West Plaza

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll-free: 1-800-999-1877

www.ninewest.com

Nintendo 

4820 150th Ave., NE

Redmond, WA 98052

Toll-free: 1-800-255-3700

www.nintendo.com

Nordstrom, Inc.

1700 7th Ave., Suite 300

Seattle, WA 98101

Toll-free: 1-888-282-6060

www.nordstrom.com

Norelco Consumer 

Products Company

See: Philips Consumer Electronics 

North America

Toll-free: 1-800-243-3050

www.norelco.com

North American Van Lines

North American Claims 

Department

PO Box 988

Ft. Wayne, IN 46801-0988

Toll-free: 1-800-348-3746

www.navl.com

The North Face, Inc.

14450 Doolittle Dr.

San Leandro, CA 94577

Toll-free: 1-800-863-1968 

(Customer Service)

Toll-free: 1-866-715-3223 

(Warranties)

: tnf_consumerservices@vfc.

com

www.thenorthface.com

Northwestern Mutual Life 

Insurance Company

Corporate Relations

720 E. Wisconsin Ave.

Milwaukee, WI 53202

414-271-1444

www.northwesternmutual.com

Norwegian Cruise Lines

Customer Relations

7665 Corporate Center Dr.

Miami, FL 33126

Toll-free: 1-866-625-1164

www.ncl.com

Novartis Pharmaceuticals 

Corporation 

One Health Plaza

East Hanover, NJ 07936-1080

862-778-8300

Toll-free: 1-800-742-2422

Toll-free: 1-888-669-6682

www.pharma.us.novartis.com

The NutraSweet Company

Customer Service

10 S. Wacker Dr.

Chicago, IL 60606

Toll-free: 1-800-323-5321

www.nutrasweet.com

NutriSystem, Inc.

300 Welsh Rd.

Bldg. One, Suite 100

Horsham, PA 19044

215-706-5300

Toll-free: 1-800-585-5483

www.nutrisystem.com

O

Ocean Spray Cranberries, Inc. 

Consumer Affairs Department

One Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

508-946-1000

Toll-free: 1-800-662-3263

www.oceanspray.com

Office Depot, Inc.

6600 N. Military Trail

Boca Raton, FL 33496

561-438-4800

Toll-free: 1-800-463-3768

Toll-free: 1-800-721-8344 

(Technical)

: customer.relations@

officedepot.com

www.officedepot.com

OfficeMax, Inc.

Customer Service

263 Shuman Blvd.

Naperville, IL 60563

630-438-7800

Toll-free: 1-800-283-7674

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

420 Decker Dr.

Irving, TX 75062

Toll-free: 1-800-809-6664

www.omnihotels.com

On the Border

See: Brinker International

Toll-free: 1-800-983-4637

www.ontheborder.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 91

Corporate CONSUMER CONTACTS

1-800-FLOWERS

Customer Satisfaction 

Department

One Old Country Rd., Suite 500

Carle Place, NY 11514

Toll-free: 1-800-356-9377

www.1800flowers.com

Orbitz, Inc. 

Customer Service

500 W. Madison St.

Chicago, IL 60661

312-894-5000

312-416-0018

Toll-free: 1-888-656-4546

www.orbitz.com

Orkin

2170 Piedmont Rd., NE

Atlanta, GA 30324

Toll-free: 1-800-346-7546

Toll-free: 1-888-675-4662

www.orkin.com

Ortho-McNeil 

Customer Communications Center

1125 Trenton-Harbourton Rd.

PO Box 200

Titusville, NJ 08560-200

Toll-free: 1-800-526-7736

www.ortho-mcneil.com

Oster

See: Jarden Consumer 

Solutions, Inc.

931-668-4121

Toll-free: 1-800-339-2547

www.oster.com

Outback Steakhouse

2202 N. West Shore Blvd. 

5th Floor

Tampa, FL 33607

813-282-1225

: newsoutback@outback.com

www.outback.com

Overstock.com

6350 S. 3000 E

Salt Lake City, UT 84121

Toll-free: 1-800-843-2446

www.overstock.com

Owens Corning

Consumer Relations

One Owens Corning Pkwy.

Toledo, OH 43659-0001

419-248-8000

Toll-free: 1-800-438-7465

: answers@answers.

owenscorning.com

www.owenscorning.com

P

Palm, Inc.

Customer Service

950 W. Maude Ave.

Sunnyvale, CA 94085

408-617-7000

Toll-free: 1-800-881-7256

Toll-free: 1-888-956-7256 

(Computer Software)

www.palm.com

Panasonic Company

Consumer Affairs

Panazip 2F-3

One Panasonic Way

Secaucus, NJ 07094

201-348-7000

Toll-free: 1-800-211-7262

www.panasonic.com

Panera Bread

6710 Clayton Rd.

Richmond Heights, MO 63117

314-633-7100

Toll-free: 1-800-301-5566

www.panerabread.com

Papa John’s International, Inc.

PO Box 99900

Louisville, KY 40269

502-261-4987

Toll-free: 1-877-547-7272

www.papajohns.com

Pathmark Stores, Inc.

Two Paragon Dr.

Montvale, NJ 07645

Toll-free: 1-866-443-7374

: customers@pathmark.com

www.pathmark.com

Payless ShoeSource

Customer Service

3231 S.E. Sixth Ave.

Topeka, KS 66607

Toll-free: 1-877-474-6379

: CustomerService@csr.

payless.com

www.payless.com

PayPal.com

2211 N. First St.

San Jose, CA 95131

402-935-2050

www.paypal.com

PearleVision

4000 Luxottica Pl.

Mason, OH 45040

Toll-free: 1-800-937-3937

www.pearlevision.com

Pennzoil

See: Shell Oil Company

Corporate Communications

Pennzoil Pl.

PO Box 2967

Houston, TX 77252-2967

713-546-4000

Toll-free: 1-800-237-8045

www.pennzoil.com

Pep Boys Auto

311 W. Allegheny Ave.

Philadelphia, PA 19132

Toll-free: 1-800-737-2697

: custserv@pepboys.com

www.pepboys.com

Pepperidge Farm, Inc. 

595 Westport Ave.

Norwalk, CT 06851

Toll-free: 1-888-737-7374

www.pepperidgefarm.com

Pepsi-Cola Company 

Public Affairs

700 Anderson Hill Rd.

Purchase, NY 10577

914-253-2000

Toll-free: 1-800-433-2652

www.pepsico.com

Perdue Farms, Inc. 

Consumer Relations

PO Box 1656

Horsham, PA 19044-6656

Toll-free: 1-800-473-7383

www.perdue.com

PETCO

9125 Rehco Rd.

San Diego, CA 92121

Toll-free: 1-888-824-7257

www.petco.com

PetSmart, Inc.

Customer Service

1435 International Dr.

Eau Claire, WI 54701

Toll-free: 1-888-839-9638

: CustomerCare@petsmart.

com

www.petsmart.com

P.F. Chang’s China Bistro, Inc.

7676 E. Pinnacle Peak Rd.

Scottsdale, AZ 85255

480-888-3000

Toll-free: 1-866-732-4264

www.pfchangs.com
Corporate CONSUMER CONTACTS

92 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Pfizer, Inc.

Consumer Affairs

PO Box 2219

Chattanooga, TN 37409-0219

212-733-2323

Toll-free: 1-800-879-3477 

(Prescription Medicines)

Toll-free: 1-800-438-1985 

(Medical Questions)

Toll-free: 1-800-223-0182 

(Over-the-Counter)

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

Philip Morris USA 

PO Box 18583

Pittsburgh, PA 15236

804-274-2000

Toll-free: 1-800-343-0975

www.philipmorrisusa.com

Philips Consumer Electronics 

North America 

3000 Minuteman Rd., Mail Stop 109

Andover, MA 01810

Toll-free: 1-888-744-5477 

(Televisions)

Toll-free: 1-800-555-0050 (Lighting)

Toll-free: 1-866-473-6736 (Kitchen)

www.philips.com

Phillips-Van Heusen 

Corporation

Customer Services

1001 Frontier Rd., Mail Stop # 44

Bridgewater, NJ 08807

908-685-0050

Toll-free: 1-800-388-9122 

(Van Heusen)

Toll-free: 1-800-950-2277 (Bass)

Toll-free: 1-800-866-7292 (Izod)

Toll-free: 1-866-214-6694 

(Calvin Klein)

www.pvh.com

Pioneer Electronics 

Service, Inc.

Customer Service

2265 E. 220th 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 

14841 Dallas Pkwy.

Dallas, TX 75254

Toll-free: 1-800-948-8488

www.pizzahut.com

Playskool

See: Hasbro, Inc.

Toll-free: 1-800-752-9755

Toll-free: 1-800-242-7276

: customersupport@hasbro.com

www.hasbro.com/playskool/

Playstation

See: Sony Corporation of America

Toll-free: 1-800-345-7669

www.us.playstation.com

Polaroid Corporation

Customer Care Center

4400 Baker Ave.

Minnetonka, MN 55343

Toll-free: 1-800-765-2764 

(Product Support)

Toll-free: 1-888-312-2615 

(Order Support)

: info@polaroid.com

www.polaroid.com

Polo/Ralph Lauren Corporation

625 Madison Ave., 11th Floor

New York, NY 10022

Toll-free: 1-888-475-7674

: customerassistance@

ralphlauren.com

www.polo.com

Popeyes Louisiana Kitchen 

AFC Enterprises

Customer Relations

5555 Glenridge Connector, NE 

Suite 300

Atlanta, GA 30342

404-459-4450

Toll-free: 1-877-767-3937

: popeyescommunications@

popeyes.com

www.afce.com

Prestige Brands 

90 N. Broadway

Irvington, NY 10533

Toll-free: 1-800-443-4908

www.prestigebrandsinc.com

Price Chopper 

Supermarkets 

Consumer Services

461 Nott St.

Schenectady, NY 12308

518-355-5000

Toll-free: 1-800-666-7667

www.pricechopper.com

Priceline

800 Connecticut Ave.

Norwalk, CT 06854

Toll-free: 1-800-774-2354

www.priceline.com

Princess Cruise Lines

24844 Avenue Rockefeller

Santa Clarita, CA 91355

Toll-free: 1-800-774-6237

: customerrelations@

princesscruises.com

www.princess.com

The Procter & 

Gamble Company 

Consumer Relations

PO Box 599

Cincinnati, OH 45202

513-983-1100

(Toll-free numbers appear 

on all labels)

www.pg.com

The Progressive Corporation

Customer Service

6300 Wilson Mills Rd.

Mayfield Village, OH 44143

440-461-5000 (Corporate)

Toll-free: 1-800-776-4737

www.progressive.com

Prudential Financial, Inc.

Policyowner Relations Department

One Corporate Dr.

Shelton, CT 06484

Toll-free: 1-800-778-2255 

(Insurance)

Toll-free: 1-888-778-2888 

(Annuities)

TTY: 1-800-526-8061

www.prudential.com

Publishers Clearing House 

382 Channel Dr.

Port Washington, NY 11050

516-883-5432

Toll-free: 1-800-337-4724

www.pch.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 93

Corporate CONSUMER CONTACTS

Publix

PO Box 407

Lakeland, FL 33802-0407

Toll-free: 1-800-242-1227

www.publix.com

Q

Qdoba Mexican Grill

4865 Ward Rd., Suite 500

Wheat Ridge, CO 80033-1902

720-898-2300

Toll-free: 1-888-497-3622

: info@qdoba.com

www.qdoba.com

The Quaker Oats Company

Consumer Response/QTG

PO Box 049003

Chicago, IL 60604-9003

312-821-1000

Toll-free: 1-800-367-6287

www.quakeroats.com

QuikTrip Corporation

PO Box 3475

Tulsa, OK 74101

918-615-7700

www.quiktrip.com

Quizno’s

1001 17th St., Suite 200

Denver, CO 80202

720-359-3300 (Headquarters)

Toll-free: 1-866-486-2783 

(Customer Comments)

www.quiznos.com

QVC, Inc.

Customer Service

1200 Wilson Drive at Studio Park

West Chester, PA 19380

Toll-free: 1-800-367-9444

TTY: 1-800-544-3316

: QVCcares@QVC.com

www.qvc.com

R

Radio Shack Corporation

Customer Care

Riverfront Campus 

Mail Stop #CF3-311

300 Radio Shack Circle

Fort Worth, TX 76102-1964

817-415-3011 (Corporate)

Toll-free: 1-800-843-7422

www.radioshack.com 

Radisson Hotels & Resorts

11340 Blondo St., Suite 100

Omaha, NE 68164

Toll-free: 1-888-201-1719

www.radisson.com

Ramada Inn

See: Wyndham Hotel Group

Toll-free: 1-800-828-6644

www.ramada.com

Rayovac Corporation

PO Box 44960

Madison, WI 53744

Toll-free: 1-800-237-7000

: consumers@rayovac.com

www.rayovac.com

Readers Digest 

Association, Inc. 

Customer Service

Readers Digest Rd.

Pleasantville, NY 10570-7000

914-238-1000

Toll-free: 1-800-846-2100

TTY: 1-800-735-4327 

www.readersdigest.com

Reckitt Benckiser, Inc. 

Consumer Relations

Morris Corporate Center IV

399 Interpace Pkwy., PO Box 225

Parsippany, NJ 07054-0225

973-404-2600

Toll-free: 1-877-870-8174 

(Lysol Purifiers)

Toll-free: 1-888-265-3343 (MSDS)

Toll-free: 1-800-333-3899

Toll-free: 1-800-228-4722 

(Household)

Toll-free: 1-800-841-1256 

(Food Products)

Toll-free: 1-800-260-1066 

(Spray ‘N Wash)

: corpcomms@

reckittbenckiser.com

www.reckittbenckiser.com

Red Lobster 

5900 Lake Ellenor Dr.

Orlando, FL 32809

407-245-4000

Toll-free: 1-800-562-7837

www.redlobster.com

Regal Ware, Inc.

1675 Reigle Dr.

Kewaskum, WI 53040

262-626-2121

www.regalware.com

Remington Products Company

See: Rayovac Corporation

Toll-free: 1-800-736-4648

www.remington-products.com

Rent-A-Center

Customer Service

5501 Headquarters Dr.

Plano, TX 75024

Toll-free: 1-800-422-8186

www.rentacenter.com

Residence Inn

See: Marriott International, Inc.

Toll-free: 1-800-228-2800

www.residenceinn.com

Rich Products

Corporate Quality Assurance

PO Box 20670

127 Airport Rd.

St. Simons Island, GA 31522

912-638-5000

Toll-free: 1-888-732-7251

www.rich.com

Rite Aid Corporation

PO Box 3165

Harrisburg, PA 17105

717-761-2633

Toll-free: 1-800-748-3243

Toll-free: 1-888-213-9920 (Rebates)

www.riteaid.com

Rolex Watch U.S.A., Inc.

665 5th Ave., 5th Floor

New York, NY 10022

212-758-7700

www.rolex.com

Roto-Rooter Corporation

2500 Chemed Center

225 E. 5th St.

Cincinnati, OH 45202

513-762-6690

515-223-1343 (Corporate)

Toll-free: 1-800-438-7686 

www.roto-rooter.com

Royal Caribbean International

Corporate Guest Relations

1050 Caribbean Way

Miami, FL 33132

Toll-free: 1-800-256-6649

Toll-free: 1-800-398-9819 (Website)

www.royalcarribean.com
Corporate CONSUMER CONTACTS

94 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Rubbermaid

Consumer Services 

3220 W. Market St.

Fairlawn, OH 44333

Toll-free: 1-888-895-2110

www.rubbermaid.com

Ruth’s Chris Steakhouse

400 International Pkwy., #100

Heathrow, FL 32746-5500

407-333-7440

www.ruthschris.com

S

Safeway, Inc.

Customer Service Center

MS 10501

PO Box 29093

Phoenix, AZ 85038-9093

Toll-free: 1-877-723-3929

www.safeway.com

Saks Fifth Avenue

Customer Relations

PO Box 10327

Jackson, MS 39289

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

Toll-free: 1-888-746-7726

www.samsclub.com

Samsonite Corporation

Consumer Relations

575 West St., Suite 110

Mansfield, MA 02048

Toll-free: 1-800-262-8282

www.samsonite.com

Samsung Electronics America 

Customer Service and 

Technical Support

400 Valley Rd., Suite 201

Mount Arlington, NJ 07856

Toll-free: 1-800-726-7864

Toll-free: 1-888-987-4357 

(Mobile Phones)

www.samsung.com

Sanofi-Aventis

55 Corporate Dr.

Bridgewater, NJ 08807-2854

Toll-free: 1-800-981-2491

www.sanofi-aventis.us

Sara Lee Foods 

Consumer Affairs

PO Box 756

Neenah, WI 54957-0756

Toll-free: 1-800-323-7117 (Bakery)

Toll-free: 1-800-925-3326 (Meats)

Toll-free: 1-800-392-7733 (Body Care)

www.saraleefoods.com

Sargento Foods Inc. 

One Persnickety Pl.

Plymouth, WI 53073

920-893-8484

Toll-free: 1-800-243-3737 

(Consumer Affairs)

www.sargento.com

SC Johnson and Son, Inc. 

1525 Howe St.

Racine, WI 53403-5011

Toll-free: 1-800-494-4855 

(Consumer Resource Center)

www.scjohnsonwax.com

The Scotts Company 

Consumer Service

14111 Scottslawn Rd.

Marysville, OH 43041

Toll-free: 1-800-543-8873 

(Product Questions)

Toll-free: 1-888-270-3714

www.scotts.com

Seabourn Cruise Line

Guest Services

6100 Blue Lagoon Dr., Suite 400

Miami, FL 33126

305-463-3000 (Corporate)

Toll-free: 1-800-929-9391

www.seabourn.com

Sealy Corporation

Consumer Support

One Office Pkwy. at Sealy Dr.

Trinity, NC 27370

Toll-free: 1-800-697-3259

www.sealy.com

Sears, Roebuck and Company

Sears National Customer Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

847-286-2500 (Headquarters)

Toll-free: 1-800-549-4505 (Retail)

Toll-free: 1-800-697-3277 (Online)

TTY: 1-800-659-7017

www.sears.com

Seiko Instruments USA, Inc.

Customer Service

2990 Lomita Blvd.

Torrance, CA 90505

Toll-free: 1-800-757-1011 

(Home Office Products)

Toll-free: 1-866-587-6573 

(Consumer Products)

: customerservice@siu-austin.

com

www.seikoinstruments.com

Seneca Foods Corporation

3736 S. Main St.

Marion, NY 14505

315-926-8100 (Headquarters)

Toll-free: 1-800-872-1110 

: consumer_affairs@

senecafoods.com

www.senecafoods.com

Serta, Inc. 

Customer Service

Three Golf Center #392

Hoffman Estates, IL 60169

847-645-0200

Toll-free: 1-888-557-3782

: customer.service@serta.com

www.serta.com

7-Eleven, Inc

Customer Relations

Location 231

PO Box 711

Dallas, TX 75221

972-828-7011

Toll-free: 1-800-255-0711

www.7-Eleven.com

Sharp Electronics Corporation

Customer Service

Sharp Plaza

Mahwah, NJ 07495

201-529-8200

Toll-free: 1-800-237-4277

www.sharpusa.com

Shell Oil Company

Customer Care

PO Box 2463

Houston, TX 77252

713-241-6161 (Headquarters)

Toll-free: 1-888-467-4355

Toll-free: 1-800-331-3703 

(Shell Card)

: ShellCustomerCare@shell.com

www.shellus.com

Sheraton Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

914-640-8100

www.sheraton.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 95

Corporate CONSUMER CONTACTS

Sherwin-Williams Company

Midland Building

101 Prospect Ave., NW

PO Box 647

Cleveland, OH 44115

216-515-4825

Toll-free: 1-800-474-3794

www.sherwin-williams.com

Simmons Bedding Company

Consumer Services

1900 Beaver Ridge Circle

Norcross, GA 30071

770-512-7700 (Headquarters)

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

Sonesta International Hotels 

Corporation

116 Huntington Ave.

Boston, MA 02116

617-421-5400 (Corporate)

617-421-5447 (Guest Relations)

Toll-free: 1-800-766-3782

: info@sonesta.com

www.sonesta.com

Sony Corporation of America 

Consumer Information Service 

Center

12451 Gateway Blvd.

Fort Myers, FL 33913

Toll-free: 1-800-222-7669

www.sony.com

Southwest Airlines

Customer Relations Department

PO Box 36647-1CR

Dallas, TX 75235-1647

214-792-4223 (Customer Relations)

Toll-free: 1-800-435-9792

Toll-free: 1-800-826-6667 (Spanish)

TTY: 1-800-533-1305

www.southwest.com

Spiegel Brands, Inc.

Customer Satisfaction

One Spiegel Ave.

Hampton, VA 23630-5367

1-800-474-5555

Toll-free: 1-800-222-5680

: clientservices@spiegel.com

www.spiegel.com

Spirit Airlines

2800 Executive Way

Miramar, FL 33025

: spiritair@mailnj.custhelp.com 

www.spiritair.com

Sprint Nextel

KSOPHT0101-Z4300

6391 Sprint Pkwy.

Overland Park, KS 66251-4300

Toll-free: 1-888-211-4727 

(Sprint Phones)

Toll-free: 1-800-639-6111 

(Nextel Phones)

Toll-free: 1-800-877-4646 

(Wireline Service)

www.sprint.com/consumerinfo

Stanley Hardware (Division 

of the Stanley Works)

Customer Service

480 Myrtle St.

New Britain, CT 06053

Toll-free: 1-800-622-4393

www.stanleyhardware.com

Staples, Inc.

Consumer Affairs

500 Staples Dr.

Framingham, MA 01702

508-253-5000

Toll-free: 1-800-378-2753

Toll-free: 1-800-338-0252 

(Store Relations)

www.staples.com

Starbucks

Customer Relations

PO Box 3717

Seattle, WA 98124-3717

Toll-free: 1-800-235-2883 

(Customer Relations)

Toll-free: 1-800-782-7282 

(Card Services)

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc. 

1111 Westchester Ave.

White Plains, NY 10604

914-640-8100

Toll-free: 1-800-328-6242

: customercare@

starwoodhotels.com

www.starwoodhotels.com

State Farm

Executive Customer Service

One State Farm Plaza

Bloomington, IL 61710

309-766-6393

Toll-free: 1-877-734-2265 (Bank)

Toll-free: 1-800-447-4930 

(Investments)

: info@statefarm.com

www.statefarm.com

SteinMart

1200 Riverplace Blvd.

Jacksonville, FL 32207

904-346-1500

Toll-free: 1-888-783-4662

www.steinmart.com

Subway

325 Bic Dr.

Milford, CT 06461-3059

Toll-free: 1-800-888-4848

www.subway.com

Suntrust

PO Box 4418

GA-Atlanta-0795

Atlanta, GA 30302-4418

Toll-free: 1-800-786-8787

www.suntrust.com

Symantec Corporation

Customer Service

350 Ellis St.

Mountain View, CA 94043

408-517-8000

www.symantec.com

T

Taco Bell

See: YUM! Brands, Inc.

Customer Relations

17901 Von Karman Ave.

Irvine, CA 92614

949-863-4500

Toll-free: 1-800-822-6235

www.tacobell.com

Talbots

Customer Service Department

One Talbots Dr.

Hingham, MA 02043

781-741-4028

Toll-free: 1-800-992-9010

TTY: 1-800-624-9179

: customerservice@talbots.com

www.talbots.com
Corporate CONSUMER CONTACTS

96 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Target Stores 

Guest Relations and Quality 

Assurance

33 S. 6th St.

PO Box 1392

Minneapolis, MN 55440-9350

612-307-9800

Toll-free: 1-800-440-0680

TTY: 1-800-755-5852 

www.target.com

TEAC America, Inc. 

Customer Service

7733 Telegraph Rd.

Montebello, CA 90640

323-726-0303 

(Sales and Technical)

323-727-7627 (Service)

: custser@teac.com

www.teac.com

Teleflora

11444 W. Olympic Blvd. 

4th Floor

Los Angeles, CA 90064

Toll-free: 1-800-835-3356

: service@teleflora.com

www.teleflora.com

Terminix

Customer Service

860 Ridge Lake Rd.

Memphis, TN 38120

Toll-free: 1-800-837-6464

www.terminix.com

Texas Instruments, Inc.

Consumer Relations

12500 TI Blvd.

Dallas, TX 75243

972-917-8324 (Technical Support)

972-995-2011

Toll-free: 1-800-842-2737

www.ti.com

T.G.I. Friday’s

4201 Marsh Ln.

Carrollton, TX 75007

Toll-free: 1-800-374-4297 (Option 1)

www.tgifridays.com

Thrifty Car Rental

PO Box 35250

Tulsa, OK 74153

918-669-2168

Toll-free: 1-800-847-4389

TTY: 1-888-332-3677

: customercare@thrifty.com

www.thrifty.com

Time, Inc.

Consumer Affairs

3000 University Center Dr.

Tampa, FL 33612-6408

813-979-6625

Toll-free: 1-866-550-6934

: subsvcs@time.customersvc.com

www.time.com

Time Warner, Inc.

One Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

Timex Corporation

Customer Service

PO Box 2740

Little Rock, AR 72203

501-372-1111

Toll-free: 1-800-448-4639

: custserv@timex.com

www.timex.com

TJ Maxx

See: TJX Companies, Inc.

508-390-3000

Toll-free: 1-800-926-6299

www.tjmaxx.com

TJX Companies, Inc.

770 Cochituate Rd.

Framingham, MA 01701

508-390-1000

Toll-free: 1-877-746-7259 

(A. J. Wright)

Toll-free: 1-800-926-6299 (TJ Maxx)

Toll-free: 1-800-888-0776 

(Home Goods)

Toll-free: 1-888-627-7425 

(Marshalls)

www.tjx.com

T-Mobile Wireless

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll-free: 1-877-453-1304 

(Customer Care)

Toll-free: 1-800-866-2453 

(Product Questions)

TTY: 1-877-296-1018

www.tmobile.com

Top-Flite Professional Golf 

Company

Consumer Department

2180 Rutherford Rd.

Carlsbad, CA 92008

760-931-1771

Toll-free: 1-866-834-6532

www.topflite.com

The Toro Company 

Consumer Division

8111 Lyndale Ave., S

Bloomington, MN 55420

612-888-8801

Toll-free: 1-800-348-2424

: consumer.service@toro.com

www.toro.com

Toshiba America

82 Totowa Rd.

Wayne, NJ 07470

Toll-free: 1-800-631-3811

: customer_support@tacp.com

www.tacp.toshiba.com

Totes/Isotoner

Customer Service

9655 International Blvd.

Cincinnati, OH 45246-5658

513-682-8200

Toll-free: 1-800-762-8712

: customerservice@totes.com

www.totes.com

Toys R Us

Guest Relations

One Geoffrey Way

Wayne, NJ 07470-2030

973-617-3500

Toll-free: 1-800-869-7787

www.toysrus.com

Trader Joe’s

PO Box 5049

Monrovia, CA 91017

626-599-3700 ext. 3035

www.traderjoes.com

Trane

Residential Customer Relations

One Centennial Ave.

Piscataway, NJ 08854

Toll-free: 1-888-232-5290

www.trane.com

TransUnion, LLC 

PO Box 2000

Chester, PA 19022

610-546-4600

Toll-free: 1-800-888-4213 

(Obtain a Report)

Toll-free: 1-800-916-8800 

(Disputes)

Toll-free: 1-800-680-7289 (Frauds)

: fvad@transunion.com

www.transunion.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 97

Corporate CONSUMER CONTACTS

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 5MS

Hartford, CT 06183

Toll-free: 1-866-336-2077 

(Customer Advocacy)

Toll-free: 1-800-252-4633 

(Claim Inquiry)

www.travelers.com

Travelocity.com LP

Customer Service

3150 Sabre Dr.

Southlake, TX 76092

Toll-free: 1-888-872-8356

Toll-free: 1-800-255-1068 

(Last Minute Service)

Toll-free: 1-877-815-5446 

(Cruise Service)

TTY: 1-800-555-7585

www.travelocity.com

Travelodge

See: Wyndham Hotel Group

Toll-free: 1-800-835-2424

www.travelodge.com

True Value Company

Customer Service

8600 W. Bryn Mawr Ave.

Chicago, IL 60631-3505

773-695-5000

www.truevalue.com

TruGreen Lawn Care

Service Master Company

860 Ridge Lake Blvd. 

Mail Stop A4-4081

Memphis, TN 38120

Toll-free: 1-866-789-3205 

(Customer Relations)

Toll-free: 1-888-937-3783 (Service 

Master Brands)

www.trugreen.com

Turtle Wax, Inc.

PO Box 247

Willowbrook, IL 60559-0247

Toll-free: 1-800-887-8539

www.turtlewax.com

TV Guide

Customer Relations

11 W. 42nd St.

Sixteenth Floor

New York, NY 10036

Toll-free: 1-800-866-1400

: feedback@tvguide.com

www.tvguide.com

Twitter.com

795 Folsom St., Suite 600

San Francisco, CA 94107

415-896-2008

: help@twitter.com

www.twitter.com

Tyson Foods 

Consumer Relations CP631

2200 Don Tyson Pkwy.

Springdale, AR 72762

Toll-free: 1-800-233-6332

Toll-free: 1-800-643-3410 

(Switchboard)

www.tyson.com

U

U-Haul International

Customer Service

2727 N. Central Ave.

Phoenix, AZ 85004

602-263-6771

Toll-free: 1-800-789-3638 

(Customer Service)

www.uhaul.com

Uniden America Corporation

4700 Amon Carter Blvd.

Fort Worth, TX 76155

817-858-3300

Toll-free: 1-800-297-1023

TTY: 1-800-874-9314 

: cservice@uniden.com

www.uniden.com

Unilever 

920 Sylvan Ave., 2nd Floor

Englewood Cliffs, NJ 07632

Toll-free: 1-800-621-2013

www.unilever.com

Uniroyal Tires

Consumer Care Department

PO Box 19001

Greenville, SC 29602-9001

Toll-free: 1-877-458-5878

www.uniroyal.com

United Airlines

Customer Relations

PO Box 66100

Chicago, IL 60666

Toll-free: 1-877-228-1327

Toll-free: 1-800-221-6903 

(Baggage)

Toll-free: 1-800-864-8331 

(Customer Relations)

TTY: 1-800-323-0170

www.ual.com

United Healthcare

Customer Service

PO Box 740815

Atlanta, GA 30374-0815

Toll-free: 1-888-545-5205

www.uhc.com

United Online, Inc.

LNR Warner Center

21301 Burbank Blvd.

Woodland Hills, CA 91367

818-287-3000

www.unitedonline.com

United Parcel Service (UPS)

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.

One United Dr.

Fenton, MO 63026

636-343-3900

Toll-free: 1-800-948-4885

www.unitedvanlines.com

Uno Chicago Grill

100 Charles Park Rd.

Boston, MA 02132

617-323-9200

Toll-free: 1-866-600-8667

: mail@unos.com

www.unos.com

US Airways

Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

480-693-0800

Toll-free: 1-866-523-5333

TTY: 1-800-245-2966

www.usairways.com

US Bancorp

800 Nicollet Mall

Minneapolis, MN 55402

TTY: 1-800-872-2657

www.usbank.com

V

The Valvoline Company

Customer Service

PO Box 14000

Lexington, KY 40512

Toll-free: 1-800-832-6825

www.valvoline.com
Corporate CONSUMER CONTACTS

98 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Verizon Communications, 

Inc. 

1320 N. Courthouse Rd.

Ninth Floor

Arlington, VA 22201

Toll-free: 1-800-621-9900

TTY: 1-800-974-6006 

www.verizon.com

Viacom, Inc.

Corporate Relations

1515 Broadway, 51st Floor

New York, NY 10036

212-258-6000

www.viacom.com

Victoria’s Secret Stores

Customer Service

North American Office

PO Box 16589

Columbus, OH 43216-6589

Toll-free: 1-800-411-5116

Toll-free: 1-800-474-7834 (Spanish)

Toll-free: 1-800-888-8200 

(Victoria’s Secret Direct)

TTY: 1-800-666-0268

: service@victoriassecret.com

www.victoriassecret.com

Virgin Atlantic Airways, Ltd.

PO Box 570

Canton, MA 02021

Toll-free: 1-800-821-5438

: customer.relations.us@fly.

virgin.com

www.virgin-atlantic.com

Virgin Mobile USA, LLP

10 Independence Blvd.

Warren, NJ 07059

Toll-free: 1-866-794-8049

: execescalations@

virginmobileusa.com

www.virginmobileusa.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 194607

San Francisco, CA 94119-4607

Toll-free: 1-800-847-2911

: askvisausa@visa.com

www.visa.com

Vonage

Customer Care

23 Main St.

Holmdel, NJ 07733

Toll-free: 1-866-243-4357

www.vonage.com

The Vons Companies, Inc.

Toll-free: 1-877-723-3929

www.vons.com

W

W Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

914-640-8100

www.whotels.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)

TTY: 1-877-924-7889 

www.walgreens.com

Wal-Mart Stores, Inc. 

Customer Service

702 S.W. 8th St.

Bentonville, AR 72716-0117

479-273-4000

Toll-free: 1-800-925-6278

Toll-free: 1-800-966-6546 

(Website Questions)

: help@walmart.com

www.wal-mart.com

Walter Drake, Inc.

PO Box 3680

Oshkosh, WI 54903-3680

Toll-free: 1-800-858-4979

TTY: 1-920-231-5506

www.wdrake.com

Wegman’s Food Markets

Consumer Affairs

1500 Brooks Ave.

PO Box 30844

Rochester, NY 14603-0844

Toll-free: 1-800-934-6267

www.wegmans.com

Weight Watchers 

International 

Corporate Affairs

11 Madison Ave.,

17th Floor

New York, NY 10010

212-817-4200

516-390-1400

Toll-free: 1-800-651-6000

: customerservice@

weightwatchers.com

www.weightwatchers.com

Wells Fargo & Company 

PO Box 5277

Sioux Falls, SD 57117

Toll-free: 1-800-869-3557 (General)

Toll-free: 1-800-956-4442 (Online)

Toll-free: 1-866-867-5568 (Report 

Online Fraud)

TTY: 1-800-877-4833 

www.wellsfargo.com

Wendy’s International, Inc.

One Dave Thomas Blvd.

Dublin, OH 43017-0256

614-764-3100 ext. 2032

Toll-free: 1-800-443-7266

: Consumer_Relations@

Wendys.com

www.wendys.com

Western Union Financial 

Services, Inc.

Quality & Customer Service

12500 E. Belford Ave.

Greenwood Village, CO 80112

720-332-1000

Toll-free: 1-800-325-6000

Toll-free: 1-800-448-1492 (Fraud)

www.westernunion.com

Westin

See: Starwood Hotels 

& Resorts Worldwide, Inc.

914-640-8100

www.westin.com

Wet Seal, Inc.

26972 Burbank

Foothill Ranch, CA 92610

Toll-free: 1-866-746-7938

: customerservice@wetseal.com

www.wetseal.com

Whirlpool Corporation

2000 N. M-63

Benton Harbor, MI 49022

269-923-5000

Toll-free: 1-800-344-1274 (Maytag)

Toll-free: 1-800-422-1230 

(KitchenAid)

: info@whirlpool.com

www.whirlpoolcorp.com

Whole Foods Markets, Inc.

550 Bowie St.

Austin, TX 78703

512-542-0878

: customer.questions@

wholefoods.com

www.wholefoods.com
Corporate CONSUMER CONTACTS

 SOCAP International Member 2011 Consumer Action Handbook 99

Corporate CONSUMER CONTACTS

Williams-Sonoma, Inc.

10000 Covington Cross Dr.

Las Vegas, NV 89144

702-360-7000

Toll-free: 1-877-812-6235

: CustomerService@williamssonoma.com

www.williams-sonoma.com

Winn-Dixie Stores, Inc.

5050 Edgewood Ct.

Jacksonville, FL 32254

904-783-5000

Toll-free: 1-866-946-6349

: Svc_WDCustResp@winndixie.com

www.winn-dixie.com

Winnebago Industries

Owner Relations

PO Box 152

Forest City, IA 50436-0152

641-585-3535

Toll-free: 1-800-537-1885

: or@winnabagoind.com

www.winnebagoind.com

Wrangler

PO Box 21488

Greensboro, NC 27420-1488

336-332-3564

Toll-free: 1-888-784-8571

: wranglerweb@vfc.com

www.wrangler.com

Wyndham Hotel Group

Customer Service

22 Sylvan Way

Parsipanny, NJ 07054

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 1st Ave.

Sunnyvale, CA 94089

408-349-5070 (Customer Care)

408-349-3300

Toll-free: 1-866-562-7219 

(Customer Care)

: cc-advoc@yahoo-inc.com

www.yahoo.com

Yamaha Motor Corporation

6555 Katella Ave.

Cypress, CA 90630

714-761-7435

Toll-free: 1-800-962-7926 

(Customer Relations)

Toll-free: 1-800-252-5265 

(Yamaha Card)

www.yamaha-motor.com

YUM! Brands, Inc.

Customer Relations

1441 Gardiner Ln.

Louisville, KY 40213

Toll-free: 1-800-544-5774

www.yum.com

Z

Zales Jewelers

Customer Service

901 W. Walnut Hill Ln.

MS 5B

Irving, TX 75038-1003

Toll-free: 1-800-311-5393

: CustomerService@zales.com

www.zales.com

Zappos.com

Customer Loyalty

2280 Corporate Cir., Suite 100

Henderson, NV 89074

Toll-free: 1-800-927-7671

: cs@zappos.com

www.zappos.com

Zenith Electronics Corp.

See: LG Electronics, Inc.

Customer Service

2000 Millbrook Dr.

Lincolnshire, IL 60069

1-847-941-8000 (Corporate)

Toll-free: 1-877-993-6484

www.zenithservice.com
federal agencies

100 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Commission on Civil Rights

624 9th St., NW

Washington, DC 20425

202-376-8128 (Publications)

Toll-free: 1-800-552-6843 (Complaint Referrals)

TTY: 202-376-8116 (Nationwide Complaint Referral)

: referrals@usccr.gov

www.usccr.gov

The Commission on Civil Rights is an independent, 

bipartisan agency charged with monitoring federal 

civil rights enforcement.

Consumer Product Safety Commission 

(CPSC)

4330 East West Hwy.

Bethesda, MD 20814

Toll-free: 1-800-638-2772 (CPSC Hotline; 

8:30 am-5 pm ET)

TTY: 1-800-638-8270

: info@cpsc.gov

www.cpsc.gov

www.recalls.gov (Government Recalls)

The CPSC protects the public from unreasonable 

risks of serious injury or death from thousands of 

types of consumer products under its jurisdiction, 

including products that pose a fire, electrical, 

chemical, or mechanical hazard or can injure children.

Department of Agriculture (USDA) 

Center for Nutrition Policy and Promotion

3101 Park Center Dr., 10th Floor

Alexandria, VA 22302-1594

703-305-7600

www.cnpp.usda.gov

www.mypyramid.gov

The USDA Center for Nutrition Policy and Promotion 

(CNPP) works to improve the health and well-being 

of Americans by developing and promoting dietary 

guidance that links scientific research to the nutrition 

needs of consumers.F

Food and Nutrition Service

3101 Park Center Dr., Room 926

Alexandria, VA 22302

703-305-2281

: webmaster@fns.usda.gov

www.fns.usda.gov

FNS provides children and low-income people access 

to food, a healthful diet, and nutrition education.

General Information Line

1400 Independence Ave., SW

Washington, DC 20250

202-720-2791

www.usda.gov

This automated information line provides answers 

regarding USDA programs and activities.

Meat and Poultry Hotline

Food Safety and Inspection Service

Toll-free: 1-888-674-6854 (10 am-4 pm ET, English/

Spanish)

TTY: 1-800-256-7072

: mphotline.fsis@usda.gov

www.fsis.usda.gov

This toll-free service helps prevent food-borne illness 

by answering questions about the safe storage, 

handling, and preparation of meat, poultry, and

egg products.

National Institute of Food and Agriculture 

1400 Independence Ave., SW

Mail Stop 2215

Washington, DC 20250-2215

202-720-7947

www.nifa.usda.gov

www.extension.org

To find your local Cooperative Extension office, 

consult the county government listings in your local 

telephone directory.

Department of Commerce

Bureau of the Census

4600 Silver Hill Rd.

Washington, DC 20233

301-763-4636

Toll-free: 1-800-923-8282

TTY: 1-800-877-8339

www.census.gov

The Census Bureau collects information about the 

population of the United States as well as data about 

the economy.

Weights and Measures Division (WMD)

National Institute of Standards and Technology

100 Bureau Dr., Stop 2600

Gaithersburg, MD 20899-2600

301-975-4004

: owm@nist.gov

www.nist.gov/owm

The WMD promotes uniformity in U.S. weights and 

measures laws, regulations, and standards to achieve 

equity between buyers and sellers in the marketplace.

Contacting Federal Agencies

Many federal agencies have enforcement and/or complainthandling duties for products and services used by the general 

public. Others act for the benefit of the public, but do not resolve 

individual consumer problems. Agencies also create fact sheets, 

booklets, and websites that may be helpful when making purchase 

decisions or dealing with consumer problems. Some agencies 

provide timely information to citizens through profile pages on 

various social media outlets, blogs, and instant messaging. If you 

need help in deciding which federal agency to contact, check the 

index at the end of this book or call the Federal Citizen Information 

Center (FCIC) toll-free, 1-800-FED-INFO (333-4636).
 SOCAP International Member 2011 Consumer Action Handbook 101

federal agencies

Federal Agencies

Seafood Inspection Program

National Oceanic and Atmospheric 

Administration (NOAA)

1315 East West Hwy., F/SI-Room 10837

Silver Spring, MD 20910

301-713-2355

Toll-free: 1-800-422-2750

: NMFS.Seafood.Services@noaa.gov

seafood.nmfs.noaa.gov

NOAA oversees fisheries management in the United 

States and provides a voluntary inspection service 

to the industry. The NOAA Seafood Inspection 

Program offers product quality evaluation, grading, 

and certification services. NOAA provides official 

marks to eligible products, such as U.S. Grade A, 

Processed Under Federal Inspection (PUFI), and 

Lot Inspection.

United States Patent and Trademark Office

Office of the General Counsel

U.S. Patent and Trademark Office

PO Box 15667

Arlington, VA 22215

Toll-free: 1-800-786-9199

TTY: 571-272-9950

: TrademarkAssistanceCenter@uspto.gov

www.uspto.gov

Commissioner for Trademarks

Attn: MPU

PO Box 1451

Alexandria, VA 22313-1451

: TrademarkAssistanceCenter@uspto.gov

www.uspto.gov/trademarks

Commissioner for Patents

PO Box 1450

Alexandria, VA 22313-1450

: usptoinfo@uspto.gov

www.uspto.gov/patents

The USPTO grants trademarks and patents to protect 

investments of those who develop new ideas and 

technologies.

Department of Education (ED)

The Education Publications Center (EDPUBS)

PO Box 22207

Alexandria, VA 22304

Toll-free: 1-877-433-7827

TTY: 1-877-576-7734

: edpubs@inet.ed.gov

www.edpubs.gov

This office helps consumers identify and order free 

publications and resources from the U.S. Department 

of Education.

Federal Student Aid Information Center

319-337-5665

Toll-free: 1-800-433-3243

Toll-free: 1-800-621-3115 (Defaulted Loans)

Toll-free: 1-800-557-7392 (Loan Consolidation)

TTY: 1-800-730-8913 (Spanish speakers are available) 

: OPE_SFA@ed.gov

www.ed.gov/finaid/landing.jhtml?src=ln

www.studentaid.ed.gov (For Students)

www.ifap.ed.gov (For Financial Aid Professionals)

www.dl.ed.gov (Information about Direct Loans)

The Center provides information about federal 

student aid for teachers, parents, students, 

administrators, and others. It provides comprehensive 

information on federal student aid programs, 

including a Financial Aid and Scholarship Wizard, 

college savings calculator, and a career finder.

Office for Civil Rights (OCR)

202-245-6800 

Toll-free: 1-800-421-3481

TTY: 1-877-521-2172

: ocr@ed.gov

www.ed.gov/about/offices/list/ocr

This offices works to ensure equal access to 

education and resolve complaints of discrimination.

Office of Postsecondary Education (OPE)

1990 K St., NW

Washington, DC 20006

202-502-7750

www2.ed.gov/about/offices/list/ope/index.html

www.ope.ed.gov/accreditation (Searchable 

Accreditation Database)

OPE develops programs to increase access to 

postsecondary education. This office works with 

state accreditation agencies to recognize institutions 

of higher learning that provide quality education.

Office of Special Education and 

Rehabilitative Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-2800

202-245-7468

Toll-free: 1-800-872-5327

TTY: 202-205-4208

ed.gov/about/offices/list/osers/index.html

ed.gov/about/offices/list/osers/osep/index.html

(Office of Special Education Programs)

ed.gov/about/offices/list/osers/rsa/index.html 

(The Rehabilitation Services Administration)

ed.gov/about/offices/list/osers/nidrr/index.html 

(The National Institute of Disability & Rehabilitation 

Research)

OSERS provides a wide array of supports to parents 

and individuals, school districts, and states in 

three main areas: special education, vocational 

rehabilitation, and research.
federal agencies

102 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Office of Vocational and Adult 

Education (OVAE)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7700

: ovae@ed.gov

OVAE administers and coordinates programs that 

are related to adult education and literacy, career and 

technical education, and community colleges.

Department of Energy (DOE)

Public Affairs

1000 Independence Ave., SW

Washington, DC 20585

202-586-5575

Toll-free: 1-800-342-5363

www.doe.gov

www.energy.gov/forconsumers.htm

(Consumer Site)

Energy Efficiency and Renewable 

Energy (EERE)

Office of the Assistant Secretary

Mail Stop EE-1

Department of Energy

Washington, DC 20585

202-586-9220

202-586-0303

Toll-free: 1-877-337-3463

: eereic@ee.doe.gov

www.eere.energy.gov/consumer

The EERE Information Center answers questions 

about EERE’s products, services, and technology 

programs, and refers callers to the most appropriate 

EERE resources.

Department of Health and Human Services 

(HHS)

HHS-TIPS Fraud Hotline

Office of Inspector General (OIG)

Attn: HOTLINE

PO Box 23489

Washington, DC 20026

Toll-free: 1-800-447-8477

TTY: 1-800-377-4950 

: HHSTips@oig.hhs.gov

www.oig.hhs.gov

The mission of the Office of Inspector General (OIG) 

is to protect the integrity of HHS programs, as well 

as the health and welfare of the beneficiaries of 

those programs.

National Health Information Center (NHIC)

PO Box 1133

Washington, DC 20013-1133

301-565-4167

Toll-free: 1-800-336-4797

: info@nhic.org

www.health.gov/nhic

www.healthfinder.gov

www.healthfinder.gov/espanol(in Spanish)

NHIC is a health information referral service that 

links consumers and health professionals with 

organizations best able to provide answers to their 

health-related questions.

Office for Civil Rights (OCR)

Filing Complaints with OCR

200 Independence Ave., SW

Room 509F, HHH Building

Washington, DC 20201

Toll-free: 1-800-368-1019

TTY: 1-800-537-7697

: OCRMail@hhs.gov

www.dhhs.gov/ocr

OCR helps to protect you from discrimination in 

certain health care and social service programs.

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)

1250 Maryland Ave., SW, 8th Floor

Washington, DC 20024

Toll-free: 1-800-394-3366 (8:30 am-5:30 pm, ET)

: info@childwelfare.gov

www.childwelfare.gov

Child Welfare Information Gateway connects child 

welfare and related professionals to comprehensive 

information and resources to help protect children 

and strengthen families.

National Runaway Switchboard (NRS)

Administration for Children & Families (ACF)

3080 N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll-free: 1-800-786-2929 (24 hrs./7 days a week)

: info@nrscrisisline.org

www.1800runaway.org 

The mission of the National Runaway Switchboard 

(NRS) is to help 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.
 SOCAP International Member 2011 Consumer Action Handbook 103

federal agencies

Federal Agencies

Office of Child Support Enforcement (OCSE)

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

202-401-9373

www.acf.hhs.gov/programs/cse/

The OCSE ensures that assistance in obtaining 

support (both financial and medical) is available 

to children through locating parents, establishing 

paternity and support obligations, and enforcing 

those obligations.

Administration on Aging (AoA)

One Massachusetts Ave., NW

Washington, DC 20001

202-619-0724

: aoainfo@aoa.hhs.gov

www.aoa.gov 

AoA is the federal focal point and advocate agency 

for older persons and their concerns. AoA works to 

heighten awareness among other federal agencies, 

organizations, groups, and the public about the 

valuable contributions that older Americans make 

to the nation. AoA also alerts others to the needs 

of vulnerable older people. Through information, 

referral and outreach efforts at the community 

level, AoA seeks to educate older people and their 

caregivers about the benefits and services available 

to help them.

Eldercare Locator

Administration on Aging (AoA)

Toll-free: 1-800-677-1116 (M-F, 9 am-8 pm ET)

TTY: 1-800-677-1116

: eldercarelocator@n4a.org

www.eldercare.gov

Administered by the National Association of Area 

Agencies on Aging (n4a), the Eldercare Locator is 

the first step in finding resources for older adults 

in any U.S. community. This free national service 

of the Administration on Aging provides an instant 

connection to resources that enable older persons 

to live independently in their communities and offers 

support for caregivers. 

Centers for Disease Control and Prevention 

(CDC)

1600 Clifton Rd.

Atlanta, GA 30333

Toll-free: 1-800-232-4636 (24 hrs./7 days a week, 

English and Spanish)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov

www.cdc.gov/spanish (in Spanish)

CDC collaborates to create the expertise, information, 

and tools that people and communities need to 

protect their health through health promotion; prevent 

disease, injury, and disability; and prepare for new 

health threats.

CDC National STD Hotline

Centers for Disease Control and Prevention (CDC)

Toll-free: 1-800-232-4636 (24 hrs./7 days a week, 

English and Spanish)

TTY: 1-888-232-6348

: dstd@cdc.gov

www.cdc.gov/std

www.cdc.gov/std/Spanish/default.htm

(in Spanish)

HIV/AIDS Prevention

Centers for Disease Control and Prevention (CDC)

Toll-free: 1-800-232-4636 (24 hrs./7 days a week, 

English and Spanish)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov/hiv

www.cdc.gov/hiv/spanish/ (in Spanish)

The Division of HIV/AIDS Prevention provides 

national leadership of and support for HIV prevention 

research and the development, implementation, 

and evaluation of evidence-based HIV prevention 

programs serving persons affected by, or at risk for, 

HIV infection.

Centers for Medicare & Medicaid Services 

(CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll-free: 1-800-633-4227 (Medicare Service Center)

Toll-free: 1-800-447-8477 (Medicare Fraud Hotline)

TTY: 1-877-486-2048

www.cms.gov

The Medicare Service Center answers your questions 

about Medicare topics, manages your orders of 

Medicare publications, provides detailed information 

about the Medicare managed care plans in your 

area, and shares Medicare health plan quality and 

customer satisfaction information. Contact the 

Center to obtain the phone number of your state 

Medicaid office.

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993

Toll-free: 1-888-463-6332

www.fda.gov

The FDA is responsible for protecting the public 

health by ensuring 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.
federal agencies

104 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

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 am-4 pm ET)

www.fda.gov/Food

The CFSAN Information Line is a general information 

line for questions pertaining to food safety and applied 

nutrition.

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

: NIHinfo@od.nih.gov

www.nih.gov

www.salud.nih.gov (Spanish)

The National Institutes of Health (NIH) is the primary federal 

agency for conducting and supporting medical research.

AIDSinfo

National Institutes of Health (NIH)

PO Box 6303

Rockville, MD 20849-6303

301-315-2816

Toll-free: 1-800-448-0440 (English/Spanish 12 pm-5 pm)

TTY: 1-888-480-3739

: ContactUs@aidsinfo.nih.gov

aidsinfo.nih.gov

www.aidsinfo.nih.gov/infoSIDA (Spanish)

www.aidsinfo.nih.gov/LiveHelp (Real-time, online 

assistance M-F, 12 pm - 4 pm ET. Spanish-speaking 

agents available) 

AIDSinfo offers the latest Federally approved 

information on HIV/AIDS clinical research, treatment 

and prevention, and medical practice guidelines for 

people living with HIV/AIDS, their families and friends, 

health care providers, scientists, and researchers.

National Cancer Institute (NCI)

National Institutes of Health

NCI Public Inquiries Office

6116 Executive Blvd., Suite 300

Bethesda, MD 20892-8322

Toll-free: 1-800-422-6237 (M-F, 8 am-8 pm ET, 

English/Spanish)

: cancergovstaff@mail.nih.gov (English); 

nciespanol@mail.nih.gov (Spanish)

www.cancer.gov

www.cancer.gov/espanol (Spanish)

https://cissecure.nci.nih.gov/livehelp/

welcome.asp (Live help online chat, M-F, 8 am-11 pm)

NCI coordinates the National Cancer Program, which 

conducts and supports research, training, health 

information dissemination, and other programs with 

respect to the cause, diagnosis, prevention, and treatment 

of cancer, rehabilitation from cancer, and the continuing 

care of cancer patients and their families.

National Institute of Allergy 

and Infectious Diseases

National Institutes of Health (NIH)

6610 Rockledge Dr.

MSC 6612

Bethesda, MD 20892-6612

301-496-5717

Toll-free: 1-866-284-4107

: ocpostoffice@niaid.nih.gov

www.niaid.nih.gov

NIAID provides health information on allergic, 

infectious, and immunologic diseases. Diseases 

include food allergy, sinusitis, and genital herpes. 

Consumers can call or write to the Institute with 

questions and can order publications over the phone 

or on the website.

National Institute of Mental Health

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 8184, MSC 9663

Bethesda, MD 20892-9663

301-443-4513

Toll-free: 1-866-615-6464

TTY: 301-443-8431, 1-866-415-8051

: nimhinfo@nih.gov

www.nimh.nih.gov

NIMH is the federal agency that conducts and 

supports research that seeks to understand, 

treat, and prevent mental illness. Contact NIMH 

for information on the symptoms, diagnosis, and 

treatment of mental disorders; clinical trials and 

research. A publication ordering system is available 

on the NIMH website. Some publications are available 

in Spanish.

Department of Homeland Security (DHS)

Washington, DC 20528

202-282-8000

www.dhs.gov

Transportation Security Administration (TSA)

601 S. 12th St.

Arlington, VA 20598

Toll-free: 1-866-289-9673

: TSA-ContactCenter@dhs.gov

www.tsa.gov

The TSA can assist you with questions or concerns 

about travel tips, permitted and prohibited items, 

and information on filing a claim for items that were 

damaged or lost during a TSA screening.
 SOCAP International Member 2011 Consumer Action Handbook 105

federal agencies

Federal Agencies

U.S. Citizenship and Immigration 

Services (USCIS)

Toll-free: 1-800-375-5283 (National Customer 

Service Center)

TTY: 1-800-767-1833

www.uscis.gov

The USCIS is responsible for processing immigration 

and naturalization applications and establishing 

policies regarding immigration services.

U.S. Customs and Border Protection (CBP)

1300 Pennsylvania Ave., NW

Washington, DC 20229

703-526-4200 

Toll-free: 1-877-227-5511

TTY: 1-866-880-6582

www.cbp.gov

CBP prevents individuals from entering the country 

illegally or bringing harmful and illegal substances 

into the U.S. It also protects agricultural products 

from pests and American businesses from theft of 

their intellectual property.

Federal Emergency Management Agency 

(FEMA)

500 C St., SW

Washington, DC 20472

Toll-free: 1-800-621-3362

TTY: 1-800-462-7585

www.fema.gov

www.ready.gov (Disaster Preparedness)

www.listo.gov (Disaster Preparedness, Spanish)

www.disasterassistance.gov

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 20782-7055

Toll-free: 1-800-621-3362

TTY: 1-800-462-7585

: AskFEMA@dhs.gov

www.fema.gov/assistance/index.shtm

National Flood Insurance Program (NFIP)

FEMA

500 C St., SW

Washington, DC 20472

Toll-free: 1-800-621-3362

TTY: 1-800-427-5593

: FloodSmart@dhs.gov

www.floodsmart.gov

National Flood Insurance Program (NFIP) provides 

a means for property owners to financially protect 

themselves. The NFIP offers flood insurance to 

homeowners, renters, and business owners if their 

community participates in the NFIP.

Department of Housing and Urban 

Development (HUD)

Fair Housing and Equal Opportunity (FHEO)

451 7th St., SW, Room 5204

Washington, DC 20410-2000

202-708-4252

Toll-free: 1-800-669-9777 (Complaints Hotline)

TTY: 1-800-927-9275

www.hud.gov/offices/fheo/

www.hud.gov/offices/fheo/online-complaint.

cfm (Online Form)

www.hud.gov/complaints/housediscrim.cfm

FHEO enforces federal laws and establishes policies 

that make sure all Americans have equal access to 

the housing of their choice. If you believe that you 

have been the victim of housing discrimination, file a 

complaint with this office.

Department of Housing

451 7th St., SW

Washington, DC 20410

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 and 

regulates the housing industry business. 

Federal Housing Administration (FHA)

Department of Housing

451 7th St., SW

Washington, DC 20410

Toll-free: 1-800-225-5342

TTY: 1-877-833-2483

: info@fhaoutreach.com

portal.hud.gov

FHA provides mortgage insurance on single-family, 

multi-family, manufactured home, and hospital loans 

made by FHA-approved lenders throughout the 

United States and its territories.

Office of Manufactured Housing Programs

Department of Housing

Office of Deputy Assistant Secretary for Regulatory 

Affairs and Manufactured Housing

451 7th St., SW, Room 9164

Washington, DC 20410-8000

202-708-1112

Toll-free: 1-800-927-2891

TTY: 202-708-1455

: mhs@hud.gov

www.hud.gov/offices/hsg/sfh/mhs/mhshome.

cfm

The Manufactured Housing Program is a consumer 

protection program that regulates the construction 

of certain factory-built housing units, called 

“manufactured homes.” HUD works with 37 states to 

respond to consumer complaints. 
federal agencies

106 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Office of RESPA and Interstate Land Sales

Department of Housing

Office of the Deputy Assistant Secretary for 

Regulatory Affairs and Manufactured Housing

451 7th St., SW, Room 9154

Washington, DC 20410

202-708-0502

Toll-free: 1-800-225-5342

TTY: 202-708-1455

: hsg-respa@hud.gov

www.hud.gov/offices/hsg/sfh/res/respa_

hm.cfm (RESPA)

www.hud.gov/offices/hsg/sfh/ils/ilshome.cfm

(Interstate Land Sales)

This office handles complaints and provides 

information regarding real estate loan transactions 

and borrower rights under the Real Estate Settlement 

Procedures Act (RESPA). The Interstate Land Sales 

program protects consumers from fraud and abuse in 

the sale or lease of land.

Department of the Interior (DOI)

Fish and Wildlife Service

Mail Stop 3351

Washington, DC 20240

202-208-5634 (Public Affairs routes all calls from here)

Toll-free: 1-800-344-9453

www.fws.gov

The Fish and Wildlife Service works to conserve, 

protect, and enhance fish, wildlife and plants, and 

their habitats.

National Park Service (NPS)

1849 C St., NW

Room 7012

Washington, DC 20240

202-208-6843 (Public Affairs routes all calls from here)

www.nps.gov

www.recreation.gov (Federal recreational activities 

and reservations)

NPS preserves the nation’s national parks and 

historic landmarks so that individuals may enjoy the 

natural environment for years to come.

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, F 9:00 am-5:30 pm ET, 

T 12:30 pm-5:30 pm ET)

TTY: 1-800-514-0383

www.ada.gov

This service permits businesses, state and local 

governments, or others to call and ask questions 

about general or specific ADA requirements, 

including questions about the ADA Standards for 

Accessible Design.

U.S. Trustee Program

Executive Offices for U.S. Trustees

20 Massachusetts Ave., NW

Suite 8000

Washington, DC 20530

202-307-1399

: ustrustee.program@usdoj.gov

www.justice.gov/ust

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.

Department of Labor (DOL)

Employee Benefits Security Administration 

(EBSA)

Office of Participant Assistance

Department of Labor, Room N5623

200 Constitution Ave., NW

Washington, DC 20210

Toll-free: 1-866-444-3272

TTY: 1-877-889-5627

www.dol.gov/ebsa

The EBSA provides information and assistance on 

private sector, employer-sponsored retirement benefit 

and health benefit plans.

Job Corps

200 Constitution Ave., NW

Suite N4463

Washington, DC 20210

202-693-3000

Toll-free: 1-800-733-5627

: national_office@jobcorps.gov

www.jobcorps.gov

Job Corps is a no-cost education and vocational 

training program that helps young people (ages 

16 to 24) improve the quality of their lives through 

vocational and academic training.

National Contact Center

Toll-free: 1-866-487-2365

TTY: 1-877-889-5627

: http://www.dol.gov/dol/contact/contact-email.htm

www.dol.gov

Occupational Safety and Health Administration 

(OSHA)

Department of Labor

200 Constitution Ave., NW

Washington, DC 20210

Toll-free: 1-800-321-6742

TTY: 1-877-889-5627

www.osha.gov

OSHA ensures safe and healthful working conditions 

by setting and enforcing standards and by providing 

training, outreach, education, and assistance.
 SOCAP International Member 2011 Consumer Action Handbook 107

federal agencies

Federal Agencies

Office of Disability Employment Policy (ODEP)

200 Constitution Ave., NW, Room S1303

Washington, DC 20210

202-693-7880

Toll-free: 1-866-633-7365

TTY: 202-693-7881 or 1-877-889-5627

www.dol.gov/odep

ODEP works to create policies to ensure that people 

with disabilities are fully integrated in the workforce.

Veteran’s Employment and Training Service 

(VETS)

Department of Labor, Room S1325

200 Constitution Ave., NW

Washington, DC 20210

Toll-free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov/vets

VETS provides resources to prepare and assist 

veterans obtain meaningful careers and maximize 

their employment opportunities.

Department of State

National Passport Information Center (NPIC)

Toll-free: 1-877-487-2778

TTY: 1-888-874-7793

travel.state.gov/passport

Contact the NPIC for information on U.S. passports, 

including the status of pending applications, as well 

as the locations of passport acceptance facilities.

Overseas Citizens Services

Bureau of Consular Affairs

Room 4811

Washington, DC 20520-4818

202-647-5225 (Emergencies and Non-emergencies, 

M-F, 8:15 am-10 pm ET)

202-647-4000 (After hours emergencies, Sundays, 

and holidays ask for the duty officer)

Toll-free: 1-888-407-4747

travel.state.gov/travel

Contact the State Department for help with 

emergencies and non-emergencies affecting private 

Americans abroad.

Visa Services

Washington, DC 20520

202-663-1225 (M-F, 8:30 am-5:00 pm ET)

Emergency after hours: 202-647-1512

: usvisa@state.gov

travel.state.gov/visa

Contact Visa Services for information on U.S. 

visas for foreigners.

Department of Transportation (DOT)

Aviation Consumer Protection Division (ACPD)

Office of the Assistant General Counsel for Aviation 

Enforcement and Proceedings

1200 New Jersey Ave., SE

Washington, DC 20590

202-366-2220 (Airline Service Complaints)

Toll-free: 1-800-778-4838 (Air travelers with 

disabilities hotline)

TTY: 202-366-0511

TTY: 1-800-455-9880 

: airconsumer@dot.gov

airconsumer.ost.dot.gov/problems.htm

airconsumer.ost.dot.gov/spanish/index.cfm

(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 on 

consumer protection matters.

Federal Aviation Administration (FAA)

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll-free: 1-866-835-5322

www.faa.gov

The FAA works to ensure that all air travel is safe.

Federal Motor Carrier Safety Administration 

(FMCSA)

1200 New Jersey Ave., SE

Suite W60-300

Washington, DC 20590

202-366-2519

Toll-free: 1-800-832-5660 (FMCSA Information Line)

TTY: 1-800-877-8339

www.fmcsa.dot.gov

www.protectyourmove.gov (Interstate moving 

information)

The FMCSA provides information about your 

rights when moving across state lines (interstate 

moves). Consumers should submit household 

goods, commercial complaints, or dangerous safety 

violations involving a commercial truck or bus to 

this agency.

National Highway Traffic Safety 

Administration (NHTSA)

1200 New Jersey Ave., SE

West Bldg.

Washington, DC 20590

Toll-free: 1-888-327-4236 (Vehicle Safety Hotline)

TTY: 1-800-424-9153

: https://www.nhtsa.dot.gov/email.cfm

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. 
federal agencies

108 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Department of the Treasury

Bureau of the Public Debt

Treasury Direct

PO Box 7015

Parkersburg, WV 26106-7015

Toll-free: 1-800-722-2678

www.publicdebt.treas.gov

www.treasurydirect.gov

This agency borrows moneys to make sure that 

the federal government continues to operate. You 

can contact it to purchase bonds or to check on the 

maturity of bonds you have already purchased.

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

TTY: 713-658-0340

www.helpwithmybank.gov

The OCC charters, regulates, and supervises all 

national banks.

Internal Revenue Service (IRS)

Toll-free: 1-800-829-1040 (Help for Individuals)

Toll-free: 1-800-829-1954 (Refund Status)

TTY: 1-800-829-4059

www.irs.gov

Free tax help is available from the Internal Revenue 

Service at www.IRS.gov 24 hours a day, seven days 

a week. Numerous online applications, resources, 

and taxpayer assistance services are available. Learn 

about electronic filing options, look up the status of 

your refund, print tax forms and instructions, and

look for preparers who can electronically file tax 

returns. If your personal tax questions require face-toface assistance, visit the Taxpayer Assistance Centers 

closest to you. Locations are listed on www.IRS.gov.

Office of Thrift Supervision (OTS)

1700 G St., NW

Washington, DC 20552

Toll-free: 1-800-842-6929

TTY: 1-800-877-8339

www.ots.treas.gov

The OTS supervises federal savings and loans and 

federal savings banks and handles complaints about 

these organizations.

United States Mint

Customer Service Center

2799 Reeves Rd.

Plainfield, IN 46168

Toll-free: 1-800-872-6468 (8:00 am-12:00 am ET)

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) 

1722 I St., NW

Washington, DC 20421

Toll-free: 1-800-827-1000

TTY: 1-800-829-4833

www.va.gov

For information about VA medical care or benefits, 

write, call or visit your nearest VA facility. 

Consumer Affairs Service

810 Vermont Ave., NW

Washington, DC 20420

202-461-7402

TTY: 1-800-829-4833

www.va.gov

Contact Consumer Affairs Service for consumer 

information or general assistance.

National Cemetery Administration (NCA)

810 Vermont Ave., NW

Washington, DC 20420

202-461-6240

TTY: 1-800-829-4833

www.cem.va.gov

Contact the NCA for information about burials, 

headstones or markers, the State Cemetery Grants 

Program, and presidential memorial certificates 

for veterans.

Veterans Benefits Administration (VBA)

810 Vermont Ave., NW

Washington, DC 20420

202-461-9763 (Publications Only)

Toll-free: 1-800-827-1000

TTY: 1-800-829-4833

www.vba.va.gov/VBA

The VBA helps veterans receive benefits, such as 

educational and financial resources.

Veterans Health Administration (VHA)

810 Vermont Ave., NW

Washington, DC 20420

Toll-free: 1-877-222-8387

www.va.gov/health

VHA serves the needs of America’s veterans by 

providing primary care, specialized care, and related 

medical and social support services.

Environmental Protection Agency (EPA)

Energy Star Program

1200 Pennsylvania Ave., NW

Room 6202J

Washington, DC 20460

703-412-3086

Toll-free: 1-888-782-7937

: hotline@energystar.gov

www.energystar.gov

The ENERGY STAR label is awarded to products for 

the home and office that are highly energy-efficient. 

The program encourages the use of energy-efficient 

products that both protect the environment and save 

consumers money.
 SOCAP International Member 2011 Consumer Action Handbook 109

federal agencies

Federal Agencies

Indoor Environments Division

Mail Code 6609J

Washington, DC 20460

202-343-9370

Toll-free: 1-800-438-4318

: IAQINFO@aol.com

www.epa.gov/iaq/iaqxline.html

This agency is a central source of information on 

indoor air quality. It is responsible for implementing 

the Indoor Environments Program, a voluntary (nonregulatory) program to address indoor air pollution.

National Pesticide Information Center

Oregon State University

333 Weniger Hall

Corvallis, OR 97331-6502

Toll-free: 1-800-858-7378 (6:30 am-4:30 pm, PT)

: npic@ace.orst.edu

npic.orst.edu

This service 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.

Safe Drinking Water Hotline

Safe Drinking Water Hotline, 4606M

1200 Pennsylvania Ave., NW

Washington, DC 20460

703-412-3330

Toll-free: 1-800-426-4791 (10 am-4 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 groundwater. 

Equal Employment Opportunity 

Commission (EEOC)

131 M St., NE

Washington, DC 20507

202-663-4900

Toll-free: 1-800-669-4000

TTY: 202-663-4494

: info@eeoc.gov

www.eeoc.gov

The EEOC enforces laws that make discrimination 

illegal in the workplace. The commission oversees 

all types of work situations, including hiring, firing, 

promotions, harassment, training, wages, and 

benefits.

Federal Communications Commission 

(FCC)

Consumer Center

445 12th St., SW

Washington, DC 20554

Toll-free: 1-888-225-5322

TTY: 1-888-835-5322

: fccinfo@fcc.gov

http://reboot.fcc.gov/consumers

www.fcc.gov/cgb

FCC accepts public inquiries, informal complaints, 

and questions regarding cable, radio, satellite, 

telephone, television, and wireless services.

Wireless Telecommunications Bureau (WTB)

445 12th St., SW

Washington, DC 20554

Toll-free: 1-877-480-3201

TTY: 717-338-2824

wireless.fcc.gov

The WTB handles the majority of FCC’s wireless 

telecommunication programs. It provides 

guidance for consumers about selecting wireless 

communication providers and products.

Federal Deposit Insurance Corporation 

(FDIC) 

Division of Supervision and Consumer Protection

Consumer Response Center

2345 Grand Blvd., Suite 1200

Kansas City, MO 64108

Toll-free: 1-877-275-3342

TTY: 1-800-925-4618

www.fdic.gov

www2.fdic.gov/starsmail/index.asp (Online 

Consumer Assistance Form)

FDIC responds to questions about federal deposit 

insurance coverage and handles complaints and 

inquiries about FDIC-insured state banks that are not 

members of the Federal Reserve System.

Federal Reserve System

Federal Reserve Consumer Help

PO Box 1200

Minneapolis, MN 55480

Toll-free: 1-888-851-1920 (8:00 am-6:00 pm CT)

TTY: 1-877-766-8533 (8:00 am-6:00 pm CT) 

: consumerhelp@federalreserve.gov

www.federalreserveconsumerhelp.gov

This division receives and tracks consumer complaints 

and questions regarding practices by banks and 

other financial institutions supervised by the Board of 

Governors of the Federal Reserve System.
federal agencies

110 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

Federal Trade Commission (FTC) 

Bureau of Consumer Protection 

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll-free: 1-877-382-4357

TTY: 1-866-653-4261

www.ftc.gov

www.onguardonline.gov (online security tips)

www.admongo.gov (advertising literacy for kids)

The FTC works for the consumer to prevent 

fraudulent, deceptive, and unfair business practices 

in the marketplace and to provide information to 

help consumers spot, stop, and avoid them. To file 

a complaint or to get free information on consumer 

issues, visit the website or call the toll-free number 

provided. The FTC records consumer complaints 

(Internet, telemarketing, identity theft, and other 

fraud-related complaints) into the Consumer Sentinel 

Network, a secure, online database and investigative 

tool available to hundreds of law enforcement 

agencies.

General Services Administration (GSA) 

Federal Citizen Information Center (FCIC) 

1275 First St., NE

11th Floor

Washington, DC 20417

For catalog orders, send your name and address to: 

Catalog, Pueblo, CO 81009

202-501-1794

Toll-free: 1-800-FED-INFO (333-4636)

www.usa.gov (U.S. government’s official web portal)

www.pueblo.gsa.gov (FCIC homepage)

www.ConsumerAction.gov (consumer information 

and tips)

www.info.gov (citizen services)

www.kids.gov (government websites for kids)

www.gobiernousa.gov (USA.gov in Spanish)

www.consumidor.gov (consumer information in 

Spanish)

FCIC publishes the free, quarterly Consumer 

Information Catalog, which lists more than 200 free 

and low-cost federal booklets on a wide variety of 

consumer topics, and maintains a family of websites 

to help provide free, timely, and useful information 

to citizens. Consumers can get the information they 

need in three ways: through printed publications, by 

calling the toll-free phone number, or by visiting www.

USA.gov, the U.S. government’s official web portal.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll-free: 1-800-488-3111

www.govsales.gov

GSA helps federal agencies dispose of unneeded 

property by selling it directly to the public. It sells 

personal property, real estate, and vehicles to the 

public through online auctions. 

National Council on Disability (NCD)

Director of Communications

1331 F St., NW

Suite 850

Washington, DC 20004

202-272-2004

TTY: 202-272-2074

: ncd@ncd.gov

www.ncd.gov

The NCD is an independent federal agency that 

makes recommendations to the President and 

Congress on policies affecting Americans with 

disabilities. NCD works to empower individuals with 

disabilities and to promote equal opportunity.

National Credit Union Administration 

(NCUA)

1775 Duke St.

Alexandria, VA 22314-3428

703-518-6300

Toll-free: 1-800-827-9650 (Fraud Hotline)

: consumerassistance@ncua.gov

www.ncua.gov

NCUA is the federal agency that charters and 

supervises federal credit unions and insures savings 

in federal and most state-chartered credit unions 

across the country through the National Credit Union 

Share Insurance Fund.

Office of Personnel Management (OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

TTY: 202-606-2532

: general@opm.gov

www.opm.gov

www.usajobs.gov (Federal employment 

information)

OPM manages the civil service of the federal 

government, coordinates the recruitment of new 

government employees, and manages their health 

insurance and retirement benefits programs. It also 

provides resources for locating student jobs, summer 

jobs, scholarships, and internships.
 SOCAP International Member 2011 Consumer Action Handbook 111

federal agencies

Federal Agencies

Pension Benefit Guaranty Corporation 

(PBGC)

Customer Contact Center

Alexandria, VA 22315-1750

Toll-free: 1-800-400-7242

TTY: 1-800-877-8339 (Federal relay service) 

: mypension@pbgc.gov

www.pbgc.gov

www.pbgc.gov/about/contact.html

The PBGC protects the retirement incomes of 

workers in private sector defined pension benefit 

plans. When you call, it helps to have your Social 

Security Number and your plan’s name or number.

Securities and Exchange Commission 

(SEC) 

Office of Investor Education and Advocacy 

(OIEA) 

100 F St., NE

Washington, DC 20549-0213

Toll-free: 1-800-732-0330

: help@sec.gov

www.investor.gov (Investor information)

www.sec.gov/complaint.shtml (Complaint form)

The SEC’s Office of Investor Education and Advocacy 

provides a variety of services to help individuals 

address the problems and questions they may face 

as an investor. OIEA’s investor website contains an 

extensive collection of free information on investing 

wisely and avoiding fraud.

Small Business Administration (SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

202-205-6740

Toll-free: 1-800-827-5722 (Information)

TTY: 704-344-6640

: answerdesk@sba.gov

www.sba.gov

The SBA helps Americans start, build, and grow 

businesses. Through an extensive network of field 

offices and partnerships, the SBA aids, counsels, and 

protects the interests of small-business concerns.

Social Security Administration (SSA)

Office of Public Inquiries

6401 Security Blvd.

Baltimore, MD 21235

Toll-free: 1-800-772-1213

TTY: 1-800-325-0778 (M-F, 7 am-7 pm ET) 

www.socialsecurity.gov (Spanish)

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

TTY: 202-418-5514

: questions@cftc.gov

www.cftc.gov

The mission of the CFTC is to protect market users 

and the public from fraud, manipulation, and abusive 

practices related to the sale of commodity and financial 

futures and options, and to foster open, competitive, 

and financially sound futures and option markets. 

The CFTC investigates and prosecutes commodities 

fraud, including foreign currency schemes, energy 

manipulation, and hedge fund fraud, and works with 

other federal and state agencies to bring criminal 

and other actions. The CFTC also engages in public 

education and outreach by participating in consumer 

groups and issuing Consumer Advisories and other 

educational materials.

U.S. Government Printing Office (GPO)

732 N. Capitol St., NW

Washington, DC 20401

202-512-1800

www.gpo.gov

GPO prints, authenticates, catalogs, sells, and 

distributes America’s documents of democracy. It 

also produces The Congressional Record, Federal 

Register, and the Annual Budget, along with 

thousands of other titles. The newly renovated GPO 

Bookstore offers titles involving military, history, and 

health. Even children’s books are available.
federal agencies

112 www.ConsumerAction.gov  Provided financial support for the publication of the Consumer Action Handbook.

U.S. Postal Service (USPS)

Vice President and Consumer Advocate

475 L’Enfant Plaza, SW

Room 10427

Washington, DC 20260-4258

202-268-2282

Toll-free: 1-800-275-8777

TTY: 1-877-889-2457

www.usps.gov

The U.S. Postal Service Consumer Advocate 

listens to the voice of the customer and amplifies 

the message to postal management. The Consumer 

Advocate also channels information from the Postal 

Service to customers on postal policy and procedures 

and on ways to get the most from the Post Office.

United States Postal Inspection Service

Criminal Investigations Service Center

Attn: Mail Fraud

222 S. Riverside Plaza, Suite 1250

Chicago, IL 60606-6100

Toll-free: 1-877-876-2455

postalinspectors.uspis.gov

If you believe you have been the victim of a crime 

involving the U.S. mail or need assistance with 

postal-related problems of a law enforcement nature, 

you should contact your nearest Postal Inspection 

Service office. Addresses and telephone numbers 

can be found in the government pages of your 

telephone book or on the organization’s website.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 113

National Consumer ORGANIZATIONS

National Consumer ORGANIZATIONS

AARP

601 E St., NW

Washington, DC 20049

Toll-free: 1-888-687-2277

TTY: 1-877-434-7589

: member@aarp.org

www.aarp.org

AARP is committed to addressing 

the consumer problems and 

issues that affect the financial 

security of people 50 years and 

older. Through advocacy at the 

federal and state levels, AARP 

works to make the marketplace 

safer for all consumers. AARP 

also employs a variety of 

strategies to help AARP members 

protect themselves from fraud and 

deceptive practices.

American Council on 

Consumer Interests (ACCI)

5100 E. Vogel Rd., Suite 202

Evansville, IN 47715

812-470-1985

: information@

consumerinterests.org

www.consumerinterests.org

ACCI is a consumer policy 

research and education 

organization consisting of a worldwide community of researchers, 

educators, and related 

professionals.

American Council on 

Science and Health (ACSH)

1995 Broadway, 2nd Floor

New York, NY 10023-5860

212-362-7044

: acsh@acsh.org

www.acsh.org

A nonprofit public education 

group, ACSH provides consumers 

with up-to-date, scientifically 

sound information on the 

relationship among human health 

and chemicals, foods, lifestyles, 

and the environment. Booklets 

and special reports on 

a variety of topics are available.

Center for Auto Safety (CAS)

1825 Connecticut Ave., NW

Suite 330

Washington, DC 20009-5708

202-328-7700

www.autosafety.org

CAS advocates on behalf of 

consumers in auto safety and 

quality, fuel efficiency, emissions, 

and related issues. For advice 

on specific problems, CAS 

requests that consumers write a 

brief statement of the problem or 

question, including the year, make, 

and model of the vehicle. Mail it with 

a stamped, self-addressed envelope 

to the address above.

Center for Science in the Public 

Interest (CSPI)

1875 Connecticut Ave., NW, Suite 300

Washington, DC 20009

202-332-9110

: cspi@cspinet.org

www.cspinet.org

A nonprofit, membership 

organization, CSPI conducts 

research, education, and advocacy 

on nutrition, health, food safety, 

and related issues. It also provides 

consumers with current information 

about their health and well-being 

via its monthly Nutrition Action 

Healthletter.

Center for the Study 

of Services (CSS)

1625 K St., NW, 8th Floor

Washington, DC 20006

202-347-7283

Toll-free: 1-800-213-7283

: questions@cssresearch.org

www.checkbook.org

www.cssresearch.org

CSS provides consumers with 

information to help them get highquality services and products 

at the best possible prices. The 

organization publishes Consumers’ 

Checkbook so that consumers can 

evaluate the quality and prices of 

service firms and stores in their 

local area.

Coalition Against 

Insurance Fraud

1012 14th St., NW, Suite 200

Washington, DC 20005

202-393-7330

: info@insurancefraud.org

www.insurancefraud.org

The Coalition is an alliance of 

consumer groups, government 

agencies, and insurance 

companies dedicated to 

combating all forms of insurance 

fraud through advocacy and 

public information. It conducts 

research, develops public 

education programs, and provides 

information on how to avoid 

becoming a victim of insurance 

fraud.

Consumer Action

221 Main St., Suite 480

San Francisco, CA 94105

415-777-9635 

(Consumer Complaints)

415-777-9648

TTY: 415-777-9456

: info@consumer-action.org

www.consumer-action.org

An education and advocacy 

organization specializing in credit, 

finance, and telecommunications 

issues, Consumer Action offers a 

multi-lingual consumer complaint 

hotline and consumer education 

materials in as many as eight 

languages. Community-based 

organizations can request these 

free publications in bulk.

Contacting National Consumer Organizations

National Consumer Organizations are committed to assisting consumers and 

protecting their rights via advocacy, research, and outreach efforts. Some 

organizations assist individuals with problems, while others collect consumer 

complaints and statistics to better understand consumer trends and direct their 

advocacy efforts. 
114 www.ConsumerAction.gov 

National Consumer ORGANIZATIONS

Consumer Federation 

of America (CFA)

1620 I St., Suite 200

Washington, DC 20006

202-387-6121

: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy 

and education organization. It 

represents consumer interests on 

issues such as telephone service, 

insurance and financial services, 

product safety, indoor air pollution, 

health care, product liability, 

and utility rates. It develops and 

distributes studies of various 

consumer issues, as well as 

printed consumer guides.

Consumers Union (CU)

101 Truman Ave.

Yonkers, NY 10703-1057

914-378-2000

914-378-2455 (Consumer Policy 

Institute)

Toll-free: 1-800-879-9848 

(Consumer Reports magazine)

Toll-free: 1-866-208-9427 

(ConsumerReports.org)

www.consumersunion.org

www.consumerreports.org

CU, publisher of Consumer 

Reports, is an independent, 

nonprofit testing and 

information organization 

serving only consumers. CU 

is a comprehensive source for 

unbiased advice about products 

and services, personal finance, 

health and nutrition, and other 

consumer concerns. CU tests 

products, informs the public, 

and protects consumers. CU’s 

Advocacy Offices provide tools to 

consumers to make their concerns 

heard by government and industry. 

Its Consumer Policy Institute 

conducts research and education 

projects on such issues as 

pesticides, toxic air pollution, and 

community right-to-know laws.

Families USA

1201 New York Ave., NW

Suite 1100

Washington, DC 20005

202-628-3030

: info@familiesusa.org

www.familiesusa.org

A national, nonprofit membership 

organization committed to 

comprehensive reform of health 

and long-term care, Families USA 

creates 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 smallbusiness owners, travel discounts, 

and a Consumer Hotline/Library.

Funeral Consumers 

Alliance (FCA)

33 Patchen Rd.

South Burlington, VT 05403

802-865-8300

Toll-free: 1-800-765-0107

: info@funerals.org

www.funerals.org

FCA protects a consumer’s right 

to choose a dignified, meaningful, 

affordable funeral. In addition 

to informing the public about 

its options and rights, FCA will 

assist in mediating complaints. 

Local affiliates around the country 

conduct funeral price surveys and 

counsel members and the general 

public.

Jump$tart Coalition for 

Personal Financial Literacy

919 18th St., NW, Suite 300

Washington, DC 20006

202-466-8604

Toll-free: 1-888-453-3822

: info@jumpstartcoalition.org

www.jumpstart.org

The Coalition encourages 

curriculum enrichment to ensure 

that basic personal financial 

management skills are attained 

during the K–college educational 

experience.

Kids in Danger (KID)

116 W. Illinois St., Suite 5E

Chicago, IL 60654

312-595-0649

: email@kidsindanger.org

www.kidsindanger.org

KID is dedicated to educating 

parents, training engineers, 

designers, and manufacturers, and 

advocating for improvements in the 

safety of children’s products.

The Medicare Rights Center

520 Eighth Ave.

North Wing, 3rd Floor

New York City, NY 10018

212-869-3850

: info@medicarerights.org

www.medicarerights.org

The Medicare Rights Center 

works to ensure access to 

affordable health care for older 

adults and people with disabilities 

through counseling and advocacy, 

educational programs, and 

public policy initiatives. It works 

with clients nationwide through 

phone hotlines, Internet services, 

a large volunteer network, and 

community programs.

 Provided financial support for the publication of the Consumer Action Handbook.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 115

National Consumer ORGANIZATIONS

National Consumer ORGANIZATIONS

National Association 

of Consumer Agency 

Administrators (NACAA)

PO Box 40542

Nashville, TN 37204

615-498-1563

www.nacaa.net

An association of the 

administrators of local, state, and 

federal government consumer 

protection agencies, NACAA 

provides training programs and 

annual conferences for consumer 

affairs professionals.

National Community 

Reinvestment Coalition 

(NCRC)

727 15th St., NW, Suite 900

Washington, DC 20005-2112

202-628-8866

: member@ncrc.org

www.ncrc.org

NCRC works to end discriminatory 

banking practices and increase 

the flow of private capital 

and credit into underserved 

communities across the country. 

It also offers a housing counseling 

network to help prospective and 

current homeowners.

National Consumer Law Center 

(NCLC)

Seven Winthrop Square

Boston, MA 02110-1245

617-542-8010

: consumerlaw@nclc.org

www.consumerlaw.org

NCLC is an advocacy and 

research organization focusing 

on the needs of low-income and 

other disadvantaged consumers. 

It concentrates on working for 

fairness in financial services, 

wealth building and financial 

health, ending predatory lending 

and consumer fraud, and the 

protection of basic energy and 

utility services. Limited resources 

prevent the organization from 

responding to individual inquiries.

The National Consumer 

Protection Technical 

Resource Center

PO Box 388

Waterloo, IA 50704-0388

Toll-free: 1-877-808-2468

: info@smpresource.org

www.smpresource.org

The Center is funded by the 

U.S. Administration on Aging 

to support community-based 

Senior Medicare Patrol Programs 

(SMP). The SMP projects use 

the skills and expertise of retired 

professionals to help Medicare 

and Medicaid beneficiaries avoid, 

detect, and prevent health care 

fraud and abuse.

National Consumers 

League (NCL)

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

www.nclnet.org

www.lifesmarts.org

www.fraud.org

www.fakechecks.org (Fake 

check scams)

The NCL provides government, 

businesses, and other 

organizations with the consumer’s 

perspective on consumer issues 

and workplace concerns. The 

League sponsors the LifeSmarts 

competition to develop the 

consumer and marketplace 

knowledge of teenagers. NCL also 

works to provide consumers with 

the information they need to avoid 

becoming victims of telemarketing 

and Internet fraud and to 

help them communicate their 

complaints to law enforcement.

National Council on the Aging 

(NCOA)

1901 L St., NW, 4th Floor

Washington, DC 20036

202-479-1200

Toll-free: 1-800-424-9046

TTY: 202-479-6674

: info@ncoa.org

www.ncoa.org

NCOA is a national voice for older 

adults — especially those who are 

vulnerable and disadvantaged —

and the community organizations 

that serve them.

Public Citizen, Inc.

1600 20th St., NW

Washington, DC 20009

202-588-1000

: pcmail@citizen.org

www.citizen.org

Public Citizen represents 

consumer interests through 

lobbying, litigation, research, 

and publications in the areas 

of product liability, health care 

delivery, safe medical devices 

and medications, and sustainable 

energy use. 

Society of Consumer Affairs 

Professionals International 

(SOCAP) 

675 N. Washington St., Suite 200

Alexandria, VA 22314

703-519-3700

: socap@socap.org

www.socap.org

SOCAP provides training, 

conferences, and publications 

to encourage and promote 

effective communication and 

understanding among business, 

government and consumers, 

and to define and advance the 

consumer affairs profession.

U.S. Public Interest Research 

Group (U.S. PIRG)

44 Winter St., 4th Floor

Boston, MA 02108

617-747-4370

: uspirg@pirg.org

www.uspirg.org

U.S. PIRG is the national office 

for the state public interest 

research groups. The PIRGs are 

consumer and environmental 

advocacy groups that address 

issues such as bank fees, identity 

theft, credit bureau abuses, clean 

air and clean water, right to know, 

campaign finance reform, and 

various others. U.S. PIRG does 

not handle individual consumer 

complaints directly but measures 

complaint levels to gauge the need 

for remedial legislation.
116 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

Alabama

State Offices

Alabama Office of the

Attorney General

Consumer Affairs Section

500 Dexter Ave.

Montgomery, AL 36130

334-242-7334

Toll-free: 1-800-392-5658 (AL)

www.ago.state.al.us

Alaska

State Offices

Consumer Protection Unit

Office of the Attorney General

1031 W. 4th Ave., Suite 200

Anchorage, AK 99501-5903

907-269-5100

Toll-free: 1-888-576-2529

www.law.state.ak.us

Arizona

State Offices

Arizona Office of the 

Attorney General – Phoenix

Consumer Information 

and Complaints

1275 W. Washington St.

Phoenix, AZ 85007

602-542-5763 (Phoenix)

Toll-free: 1-800-352-8431 (AZ)

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the 

Attorney General – Tucson

Consumer Information 

and Complaints

South Bldg., Suite 315

400 W. Congress St.

Tucson, AZ 85701-1367

520-628-6504

Toll-free: 1-800-352-8431 (AZ)

: consumerinfo@azag.gov

www.azag.gov

Arkansas

State Offices

Arkansas Office of the 

Attorney General

Consumer Protection Division

323 Center St., Suite 200

Little Rock, AR 72201

501-682-2341 (Consumer Hotline)

501-682-2007 

(Attorney General’s Operator)

Toll-free: 1-800-482-8982 

(Consumer Hotline)

TTY: 501-682-6073

: consumer@arkansasag.gov

www.arkansasag.gov

California

State Offices

California Bureau of 

Automotive Repair

Department of Consumer Affairs

10240 Systems Pkwy.

Sacramento, CA 95827

Toll-free: 1-800-952-5210 

(Consumer Questions)

Toll-free: 1-866-799-3811 

(Complaint Intake)

: bareditor@dca.ca.gov

www.autorepair.ca.gov

California Department 

of Consumer Affairs

Consumer Information Division

1625 N. Market Blvd., Suite N 112

Sacramento, CA 95834

916-445-1254

Toll-free: 1-800-952-5210

TTY: 916-928-1227

TTY: 1-800-326-2297

: dca@dca.ca.gov

www.dca.ca.gov

California Office 

of the Attorney General

PO Box 944255

Public Inquiry Unit

Sacramento, CA 94244-2550

916-322-3360

Toll-free: 1-800-952-5225 (CA)

TTY: 1-800-735-2929

www.caag.state.ca.us

Contractors State 

License Board

9821 Business Park Dr.

Sacramento, CA 95827

916-255-2924 (Northern CA)

562-345-7600 (Southern CA)

Toll-free: 1-800-321-2752

www.cslb.ca.gov

County Offices

Contra Costa County District 

Attorney’s Office

Special Operations Division - 

Consumer Fraud

900 Ward St., 4th Floor

Martinez, CA 94553

925-957-8604

www.co.contra-costa.ca.us

Fresno County District 

Attorney’s Office 

Consumer & Environmental 

Protection Division 

929 L St.

Fresno, CA 93721

559-488-3156

: damail@co.fresno.ca.us

www.co.fresno.ca.us

Kern County District 

Attorney’s Office

Consumer Protection Unit

Justice Building

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-2340

: investigation@co.kern.ca.us

www.co.kern.ca.us/da

Contacting Your Local Consumer Protection Offices 

State, county, and city consumer offices offer a variety of important services. 

They might mediate complaints, conduct investigations, prosecute offenders of 

consumer laws, license and regulate professionals, provide educational materials, 

and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that it is familiar 

with local businesses, ordinances, and state laws. 

Other local consumer and non-profit organizations may provide consumer 

assistance and work with the state consumer office. Be sure to contact your state 

consumer protection office to get more information about other local resources.

Before sending a written complaint, call the office to confirm that it handles the type 

of complaint you have and determine whether complaint forms are provided. Many 

offices distribute consumer materials specifically geared to state laws and local 

issues. Ask whether any information is available regarding your problem.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 117

State, county & City Consumer Protection offices

State & Local

Los Angeles County 

Department of Consumer 

Affairs

500 W. Temple St., Room B-96

Los Angeles, CA 90012-2722

213-974-1452

Toll-free: 1-800-593-8222 

(L.A. County)

TTY: 213-626-0913

: dca@dca.lacounty.gov

dca.lacounty.gov

Marin County District 

Attorney’s Office

Consumer Protection Unit

3501 Civic Center Dr.

Hall of Justice, Room 130

San Rafael, CA 94903

415-499-6450

: consumer@co.marin.ca.us

www.co.marin.ca.us

Monterey County District 

Attorney’s Office

Consumer Protection Division

1200 Aguajito Rd., Room 301

Monterey, CA 93940

831-755-5073 (Salinas)

831-647-7770 (Monterey)

831-385-8373 (King City)

www.co.monterey.ca.us

Napa County District 

Attorney’s Office

Consumer/Environmental 

Protection Division

931 Parkway Mall

Napa, CA 94559

707-253-4059 (Hotline)

www.countyofnapa.org

Orange County District 

Attorney’s Office

Consumer Protection Unit

401 Civic Center Dr., W

Santa Ana, CA 92701

714-648-3600

: consumercomplaint@

da.ocgov.com

orangecountyda.com

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway

San Diego, CA 92101

619-531-4040

619-531-3507 (Hotline)

www.sdcda.org

San Francisco County District 

Attorney’s Office

Consumer and Environmental 

Protection Unit

732 Brannan St.

San Francisco, CA 94102

415-551-9595 (Hotline)

www.sfdistrictattorney.org

San Luis Obispo County 

District Attorney’s Office

Economic Crime Unit

Consumer Fraud Department

1050 Monterey St., Room 223

County Courthouse Annex

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

San Mateo County District 

Attorney’s Office

Consumer & Environmental Unit

400 County Center, 3rd Floor

Hall of Justice and Records

Redwood City, CA 94063

650-363-4651

650-363-4636 (Bureau of 

Investigation)

www.co.sanmateo.ca.us

Santa Barbara County District 

Attorney’s Office

Consumer Protection Unit

312-D E. Cook St.

Santa Maria, CA 93454

805-346-7632

www.countyofsb.org/da

Santa Clara County District 

Attorney’s Office

Consumer Protection Unit

West Wing

70 W. Hedding St.

San Jose, CA 95110

408-792-2880

: consumer_mediation@

da.sccgov.org

www.santaclara-da.org

Santa Cruz County District 

Attorney’s Office

Division of Consumer Affairs

701 Ocean St., Room 200

Santa Cruz, CA 95060

831-454-2050

TTY: 831-454-2123

: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Solano County District 

Attorney’s Office

Department of Resource 

Management

Consumer Protection Unit

675 Texas St., Suite 5400

Fairfield, CA 94533

707-784-6765

: RMHelp@solanocounty.com

www.co.solano.ca.us/depts/da/

Stanislaus County District 

Attorney’s Office

Consumer Protection Unit

832 12th St., Suite 300

Modesto, CA 95354

209-525-5550

www.stanislaus-da.org

Ventura County District 

Attorney’s Office

Consumer Mediation Section

800 S. Victoria Ave.

Ventura, CA 93009

805-654-3110

da.countyofventura.org

City Offices

Los Angeles City 

Attorney’s Office

Consumer Protection Unit

200 N. Main St., Room 500 CHE

Los Angeles, CA 90012

213-978-8070

TTY: 212-978-8310

atty.lacity.org

San Diego City 

Attorney’s Office

Consumer and Environmental 

Protection Unit

1200 3rd Ave., #1620

San Diego, CA 92101

619-533-5600

TTY: 619-702-7198

: cityattorney@sandiego.gov

www.sandiego.gov/

cityattorney

Santa Monica City 

Attorney’s Office

Consumer Protection Unit

1685 Main St., 3rd Floor

Santa Monica, CA 90401

310-458-8336

TTY: 310-458-8696

: consumer.mailbox@smgov.net

www.smgov.net/atty
118 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

Colorado

State Offices

AARP ElderWatch

1301 Pennsylvania St., #280

Denver, CO 80203

303-222-4444

Toll-free: 1-800-222-4444

: aarpelderwatch@aarp.org

www.aarpelderwatch.org

Colorado Office of the 

Attorney General

Consumer Protection Division

1525 Sherman St., 7th Floor

Denver, CO 80203

303-866-4500

Toll-free: 1-800-222-4444

: stop.fraud@state.co.us

coloradoattorneygeneral.gov

County Offices

Fourth Judicial District 

Attorney’s Office

Economic Crimes Division

El Paso and Teller Counties

105 E. Vermijo Ave.

Colorado Springs, CO 80903

719-520-6000

www.4thjudicialda.com

Pueblo County District 

Attorney’s Office

701 Court St.

Pueblo, CO 81003

719-583-6030

www.co.pueblo.co.us

Weld County District 

Attorney’s Office

PO Box 1167

915 10th St.

Greeley, CO 80632-1167

970-356-4010

www.co.weld.co.us

City Offices

Denver District 

Attorney’s Office

Economic Crimes Unit

201 W. Colfax Ave.

Denver, CO 80202

720-913-9179

: info@denverda.org

www.denverda.org

Connecticut

State Offices

Department of 

Consumer Protection

165 Capitol Ave.

Hartford, CT 06106-1630

860-713-6100 (Consumer 

Information Complaints)

860-713-6050 (Main)

Toll-free: 1-800-842-2649

TTY: 860-713-7240

: trade.practices@ct.gov

www.ct.gov/dcp

City Offices

Middletown Office of 

Consumer Protection

Director of Consumer Protection

245 deKoven Dr.

Middletown, CT 06457

860-344-3491

TTY: 860-344-3521

www.cityofmiddletown.com

Delaware

State Offices

Delaware Office of 

Attorney General

Delaware Department of Justice

Consumer Protection Division

Carvel State Office Building 

820 N. French St.

Wilmington, DE 19801

302-577-8600

Toll-free: 1-800-220-5424

: consumer.protection@state.

de.us

www.attorneygeneral.

delaware.gov

District of Columbia

District of Columbia Offices 

Department of Consumer 

and Regulatory Affairs

Government of the District of 

Columbia

1100 4th St., SW

Washington, DC 20024

202-442-4400

202-442-9828 (Deceptive Business 

Practices)

: dcra@dc.gov

www.dcra.dc.gov

www.consumer.dc.gov

(DC consumer website)

Office of the Attorney General

Consumer Complaints

441 4th St., NW, Suite 600 S 

Washington, DC 20001

202-442-9828 (Hotline)

www.oag.dc.gov

www.consumer.dc.gov (DC 

consumer website)

Florida

State Offices

Florida Department of 

Agriculture and Consumer 

Services

Division of Consumer Services

Terry Lee Rhodes Building

2005 Apalachee Pkwy.

Tallahassee, FL 32399-6500

850-488-2221

Toll-free: 1-800-435-7352 (FL)

Toll-free: 1-800-352-9832 (Spanish)

www.800helpfla.com

Florida Office of the 

Attorney General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3990

Toll-free: 1-866-966-7226 (FL)

TTY: 1-800-955-8771

myfloridalegal.com

Seniors vs. Crime

Office of the Attorney General

www.seniorsvscrime.com

Regional Offices

Ft. Lauderdale Branch – 

Office of the Attorney General

Economic Crimes Division

110 S.E. 6th St., 9th Floor

Fort Lauderdale, FL 33301-5000

954-712-4600

myfloridalegal.com

Jacksonville Branch – 

Office of the Attorney General

Economic Crimes Division

1300 Riverplace Blvd., Suite 405

Jacksonville, FL 32207

904-348-2720

myfloridalegal.com
www.pueblo.gsa.gov 2011 Consumer Action Handbook 119

State, county & City Consumer Protection offices

State & Local

Orlando Branch – Office 

of the Attorney General

Economic Crimes Division

135 W. Central Blvd., Suite 1000

Orlando, FL 32801

407-999-5588

myfloridalegal.com

Tampa Branch – Office of the 

Attorney General

Economic Crimes Division

3507 E. Frontage Rd., Suite 325

Concourse Center 4

Tampa, FL 33607-1795

813-287-7950

myfloridalegal.com

West Palm Beach Branch – 

Office of the Attorney General

Economic Crimes Division

1515 N. Flagler Dr., Suite 900

West Palm Beach, FL 33401

561-837-5000

myfloridalegal.com

County Offices

Broward County Consumer 

Affairs Division

115 S. Andrews Ave., A460

Fort Lauderdale, FL 33301

954-357-5350

: consumer@broward.org

www.broward.org/

permittingandlicensing

Hillsborough County Consumer 

Protection Agency

1101 E. 139th Ave.

Tampa, FL 33613

813-903-3430

www.hillsboroughcounty.org/

consumerprotection

Miami-Dade County Consumer 

Services Department

140 W. Flagler St., Suites 901-904

Miami, FL 33130

305-375-3677

: consumer@miamidade.gov

www.miamidade.gov/csd

Office of the State Attorney 

for Miami-Dade County

Economic Crime Division

1350 N.W. 12th Ave.

Miami, FL 33136-2111

305-547-0671

www.miamisao.com

Orange County 

Consumer Fraud Unit

PO Box 1673

415 N. Orange Ave.

Orlando, FL 32802

407-836-2490

: fraudhelp@sao9.org

www.orangecountyfl.net

Palm Beach County Consumer 

Affairs Division

50 S. Military Trail

West Palm Beach, FL 33415

561-712-6600

Toll-free: 1-888-852-7362 (Boca/ 

Delray/Glades)

www.pbcgov.com/consumer

Pinellas County Office of 

Consumer Protection

15251 Roosevelt Blvd., Suite 209

Clearwater, FL 33760

727-464-6200

TTY: 727-464-6088

: consumer@pinellascounty.org

www.pinellascounty.org/

consumer

Georgia

State Offices

Georgia Governor’s Office 

of Consumer Affairs

Two Martin Luther King Jr. Dr., 

Suite 356

Atlanta, GA 30334-4600

404-651-8600

Toll-free: 1-800-869-1123 

(Outside Atlanta)

consumer.georgia.gov

Hawaii

State Offices

Hawaii Department of Commerce 

and Consumer Affairs

Office of Consumer Protection

345 Kekuanaoa St., Suite 12

Hilo, HI 96720

808-933-0910

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca

Hawaii Department of Commerce 

and Consumer Affairs

Office of Consumer Protection

235 S. Beretania St.

Honolulu, HI 96813

808-586-2630

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca/ocp

Hawaii Department of Commerce 

and Consumer Affairs

Office of Consumer Protection

1063 Lower Main St., Suite C-216

Wailuku, HI 96793

808-984-8244

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca/ocp

Idaho

State Offices

Idaho Attorney General’s Office

Consumer Protection Division

PO Box 83720

954 W. Jefferson, 2nd Floor

Boise, ID 83720-0010

208-334-2424

Toll-free: 1-800-432-3545 (ID)

www2.state.id.us/ag

Illinois

State Offices

Illinois Office of the Attorney 

General – Carbondale

Consumer Fraud Bureau

1001 E. Main St.

Carbondale, IL 62901

618-529-6400

Toll-free: 1-800-243-0607 (Hotline)

Toll-free: 1-866-310-8398 (Spanish)

TTY: 1-877-675-9339 (Toll-free)

: ag_consumer@atg.state.il.us

illinoisattorneygeneral.gov

Illinois Office of the Attorney 

General – Chicago

Consumer Fraud Bureau

100 W. Randolph St., 12th Floor

Chicago, IL 60601

312-814-3000

Toll-free: 1-800-386-5438 (IL)

Toll-free: 1-866-310-8398 (Spanish)

TTY: 1-800-964-3013 

: ag_consumer@atg.state.il.us

illinoisattorneygeneral.gov
120 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

Illinois Office of the Attorney 

General – Springfield

Consumer Fraud Division

500 S. 2nd St.

Springfield, IL 62706

217-782-1090

Toll-free: 1-800-243-0618 

(Fraud Hotline, IL)

Toll-free: 1-866-310-8398 (Spanish)

TTY: 1-877-844-5461 

: ag_consumer@atg.state.il.us

illinoisattorneygeneral.gov

Regional Offices

Chicago South Regional Office 

of the Attorney General

7906 S. Cottage Grove Ave.

Chicago, IL 60619

773-488-2600

illinoisattorneygeneral.gov

Chicago West Regional Office 

of the Attorney General

306 N. Pulaski Rd.

Chicago, IL 60624

773-265-8808

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

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

illinoisattorneygeneral.gov

Northern Illinois Regional 

Office of the Attorney General

200 S. Wyman St., Suite 307

Zeke Giorgi Center

Rockford, IL 61101

815-967-3883

TTY: 815-967-3891

illinoisattorneygeneral.gov

West Central Illinois Regional 

Office of the Attorney General

628 Maine St.

Quincy, IL 62301

217-223-2221

TTY: 217-223-2254

illinoisattorneygeneral.gov

County Offices

Cook County State 

Attorney’s Office

Consumer Fraud Unit

69 W. Washington St., Suite 3130

Chicago, IL 60602

312-603-8600

312-603-8700 (Consumer Line)

: consumer@cookcountygov.

com.

www.statesattorney.org/

index2/consumer_fraud.html

City Offices

Chicago Division of Business 

Affairs and Consumer 

Protection

City Hall, Room 800

121 N. LaSalle St.

Chicago, IL 60602

312-744-6060

TTY: 312-744-8705

www.cityofchicago.org/

ConsumerServices

Des Plaines Consumer 

Protection Office

1420 Miner St., Suite 401

Des Plaines, IL 60016

847-391-5303

: consumerprotection@

desplaines.org

www.desplaines.org

Indiana

State Offices

Office of Attorney General

Consumer Protection Division

302 W. Washington St., 5th floor

Indianapolis, IN 46204

317-232-6330

Toll-free: 1-800-382-5516 

(Consumer Hotline)

www.indianaconsumer.com

Iowa

State Offices

Office of the Iowa 

Attorney General

Consumer Protection Division

1305 E. Walnut St.

Des Moines, IA 50319

515-281-5926

Toll-free: 1-888-777-4590 (IA)

: consumer@ag.state.ia.us

IowaAttorneyGeneral.org

Kansas

State Offices

Office of Kansas Attorney

Consumer Protection & 

Antitrust Division

120 S.W. 10th St., Suite 430

Topeka, KS 66612-1597

785-296-3751 (Consumer Infoline)

Toll-free: 1-800-432-2310 (KS)

TTY: 785-291-3767

: cprotect@ksag.org

www.ksag.org

County Offices

Consumer Protection Division

Douglas County District 

Attorney’s Office

111 E. 11th St.

Lawrence, KS 66044

785-330-2849 (Consumer Hotline)

785-841-0211 (Main)

: districtattorney@douglascounty.com

www.douglas-county.com/

depts/da/da_home.aspx

Johnson County District 

Attorney’s Office

Consumer Fraud Unit

PO Box 728

Olathe, KS 66051

913-715-3003 (Consumer Hotline)

da.jocogov.org

Sedgwick County District 

Attorney’s Office

Consumer Fraud & Economic 

Crime Unit

1900 E. Morris St.

Wichita, KS 67211

316-660-3600

Toll-free: 1-800-432-6878 (KS)

: consumer@sedgwick.gov

www.sedgwickcounty.org/da

Kentucky

State Offices

Kentucky Office of the 

Attorney General

Consumer Protection Division

1024 Capital Center Dr.

Frankfort, KY 40601

502-696-5389

Toll-free: 1-888-432-9257 (Hotline)

: consumer.protection@ag.ky.gov

www.ag.ky.gov/cp
www.pueblo.gsa.gov 2011 Consumer Action Handbook 121

State, county & City Consumer Protection offices

State & Local

County Offices

Kentucky Office of the 

Attorney General

Consumer Protection Division 

for Jefferson, Bullitt or Oldham 

Counties

310 Whittington Pkwy., Suite 101

Louisville, KY 40222

502-429-7134

Toll-free: 1-888-432-9257 (Hotline)

: consumer.protection@ag.ky.gov

www.ag.ky.gov

Louisiana

State Offices

Louisiana Office of 

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

County Offices

Jefferson Parish District 

Attorney’s Office

Economic Crime Unit

200 Derbigny St.

Gretna, LA 70053-5894

504-361-2920

Maine

State Offices

Bureau of Consumer 

Credit Protection

35 State House Station

Augusta, ME 04333-0035

207-624-8527

Toll-free: 1-800-332-8529 (ME)

TTY: 1-888-577-6690 

www.credit.maine.gov

Maine Attorney General’s Office

Consumer Information and 

Mediation Service

Six State House Station

Augusta, ME 04333

207-626-8849

Toll-free: 1-800-436-2131 

(Consumer Protection)

: consumer.mediation@maine.

gov

www.maine.gov/ag

Maryland

State Offices

Maryland Office of 

Attorney General

Consumer Protection Division

200 Saint Paul Pl.

Baltimore, MD 21202-2021

410-528-8662 

(Consumer Complaints)

410-576-6550 

(Consumer Information)

410-528-1840 (Medical billing 

complaints)

Toll-free: 1-888-743-0023

Toll-free: 1-877-261-8807 (Health 

plan decision appeals)

TTY: 410-576-6372 (MD)

: consumer@oag.state.md.us

www.oag.state.md.us/

consumer

Regional Offices

Maryland Attorney General’s 

Office – Eastern Shore

Consumer Protection Division

201 Baptist St., Suite 30

Salisbury, MD 21801-4976

410-713-3620

Toll-free: 1-888-743-0023 (Baltimore 

office)

TTY: 410-576-6372

www.oag.state.md.us/

consumer

Maryland Attorney General’s 

Office – Southern Maryland

PO Box 745

Hughesville, MD 20637

Toll-free: 1-866-366-8343

www.oag.state.md.us/

Consumer

Maryland Attorney Generals’ 

Office – Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104

Hagerstown, MD 21740

301-791-4780

TTY: 410-576-6372 

(Baltimore office)

www.oag.state.md.us/

consumer

County Offices

Howard County Office 

of Consumer Affairs

Box 220

6751 Columbia Gateway Dr.

Columbia, MD 21046

410-313-6420

TTY: 410-313-6401

: consumer@howardcountymd.

gov

www.howardcountymd.gov

Montgomery County Office 

of Consumer Protection

100 Maryland Ave., Suite 330

Rockville, MD 20850

240-777-3636

240-777-3681 (Anonymous 

consumer tip-line)

TTY: 240-773-3556

: ConsumerProtection@

montgomerycountymd.gov

www.montgomerycountymd.

gov/consumer

Massachusetts

State Offices

Massachusetts Office 

of the Attorney General

Consumer Complaints and 

Information

One Ashburton Pl.

Boston, MA 02108

617-727-8400 (Consumer Hotline)

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Office of Consumer Affairs 

and Business Regulation

10 Park Plaza, Suite 5170

Boston, MA 02116

617-973-8700 (General Information)

Toll-free: 1-888-283-3757 

(MA, Consumer Hotline)

TTY: 1-800-720-3480

www.mass.gov/Consumer

Regional Offices

Office of the Attorney General – 

Central Massachusetts Division

One Exchange Pl.

Worcester, MA 01608

508-792-7600

TTY: 617-727-4765

: ago@state.ma.us

mass.gov/ago
122 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

Office of the Attorney General – 

Southern Massachusetts 

Division

105 William St., 1st Floor

New Bedford, MA 02740

508-990-9700

: ago@state.ma.us

mass.gov/ago

Office of the Attorney General – 

Western Massachusetts 

Division

1350 Main St., 4th Floor

Springfield, MA 01103

413-784-1240

TTY: 617-727-4765 (Boston office)

: ago@state.ma.us

www.mass.gov/ago

County Offices

Norfolk District 

Attorney’s Office

Consumer Protection Division

1515 Hancock St., 4th Floor

Quincy, MA 02169

617-769-6118 (Hotline)

www.mass.gov/da/norfolk

Northwestern District 

Attorney’s Office – 

Franklin County

Consumer Protection Unit

13 Conway St.

Greenfield, MA 01301

413-774-5102

northwesterndistrictattorney.org

Northwestern District 

Attorney’s Office – 

Hampshire County

One Gleason Plaza

Northampton, MA 01060

413-586-9225

northwesterndistrictattorney.org

City Offices

Boston Consumer 

Affairs & Licensing

One City Hall Plaza, Room 817

Boston, MA 02201-2039

617-635-3834

: MOCAL@cityofboston.gov

www.cityofboston.gov/

consumeraffairs

Cambridge Consumers’ 

Council

831 Massachusetts Ave.

Cambridge, MA 02139

617-349-6150

TTY: 617-349-6112

: Consumer@CambridgeMA.gov

www.cambridgema.gov/

consumer

Newton-Brookline 

Consumer Office

1000 Commonwealth Ave.

Newton City Hall

Newton Centre, MA 02459

617-796-1292

TTY: 617-796-1089

: consumer@newtonma.gov

www.ci.newton.ma.us

Revere Consumer 

Affairs Office

150 Beach St.

Revere, MA 02151

781-286-8114

www.revere.org

Springfield Mayor’s Office 

of Consumer Information

36 Court St.

City Hall, Room 315

Springfield, MA 01103-1699

413-787-6437

TTY: 413-787-6154

: moci@springfieldcityhall.com

www.springfieldcityhall.com

Michigan

State Offices

Office of the Attorney General

Consumer Protection Division

PO Box 30213-7713

Lansing, MI 48909

517-373-1140

Toll-free: 1-877-765-8388

www.michigan.gov/ag

County Offices

Macomb County Consumer 

Protection Department

Office of the Prosecuting Attorney

One S. Main St., 3rd Floor

Mt. Clemens, MI 48043

586-469-5350

www.macombcountymi.gov

City Offices

Detroit Consumer Advocacy

Northwest Activity Center

18100 Meyers Rd., Suite 105

Detroit, MI 48235

313-224-6995

www.ci.detroit.mi.us

Minnesota

State Offices

Office of the Attorney General

Consumer Services Division

445 Minnesota St.

1400 Bremer Tower

St. Paul, MN 55101

651-296-3353

Toll-free: 1-800-657-3787

TTY: 651-297-7206 or 

1-800-366-4812

www.ag.state.mn.us

City Offices

Minneapolis Department 

of Regulatory Services 

Division of Licenses & 

Consumer Services 

350 S. 5th St.

City Hall, Room 1C

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

www.ci.minneapolis.mn.us/

business-licensing

Mississippi

State Offices

Mississippi Department of 

Agriculture and Commerce

Bureau of Regulatory Services 

Consumer Protection

PO Box 1609

Jackson, MS 39215

601-359-1148

www.mdac.state.ms.us

Mississippi Office 

of the Attorney General

Consumer Protection Division

PO Box 22947

Jackson, MS 39225-2947

601-359-4230

Toll-free: 1-800-281-4418 (MS)

www.ago.state.ms.us
www.pueblo.gsa.gov 2011 Consumer Action Handbook 123

State, county & City Consumer Protection offices

State & Local

Missouri

State Offices

Missouri Attorney 

General’s Office

Consumer Protection Unit

PO Box 899

Jefferson City, MO 65102

573-751-3321

Toll-free: 1-800-392-8222 (Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Montana

State Offices

Montana Office of 

Consumer Protection

PO Box 200151

2225 11th Ave.

Helena, MT 59620-0151

406-444-4500

Toll-free: 1-800-481-6896

: contactocp@mt.gov

www.doj.mt.gov/consumer

Nebraska

State Offices

Office of the Attorney General

Consumer Protection Division

2115 State Capitol

Lincoln, NE 68509

402-471-2682

Toll-free: 1-800-727-6432 (NE)

Toll-free: 1-888-850-7555 (Spanish)

Toll-free: 1-888-287-0778 

(Senior Hotline)

www.ago.ne.gov

Nevada

State Offices

Bureau of Consumer Protection

Office of the Attorney General

Carson City, NV

www.fightfraud.nv.gov

New Hampshire

State Offices

Office of the Attorney General

Consumer Protection and 

Antitrust Bureau

33 Capitol St.

Concord, NH 03301

603-271-3641

Toll-free: 1-888-468-4454 

(Consumer Protection Hotline)

TTY: 1-800-735-2964 (NH) 

: DOJ-CPB@doj.nh.gov

www.doj.nh.gov/consumer

New Jersey

State Offices

Department of Law 

and Public Safety

Division of Consumer Affairs

PO Box 45025

Newark, NJ 07101

973-504-6200

Toll-free: 1-800-242-5846 (NJ)

TTY: 973-504-6588

: askconsumeraffairs@lps.

state.nj.us

www.njconsumeraffairs.gov

County Offices

Atlantic County Division 

of Consumer Affairs

1333 Atlantic Ave.

Atlantic City, NJ 08401

609-343-2376

www.aclink.org/law

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 

and Measures

PO Box 6000

Mount Holly, NJ 08060-6000

609-265-5054 (Consumer Affairs)

609-265-5098 (Weights & Measures)

: consumer@co.burlington.nj.us

www.co.burlington.nj.us

Camden County Office of 

Consumer Protection/Weights 

and Measures

512 Lakeland Rd., Suite 158

Blackwood, NJ 08012

856-374-6161 

(Consumer Protection)

856-374-6001 

(Weights & Measures)

www.camdencounty.com

Cape May County 

Consumer Affairs

Four Moore Rd., DN 310

Cape May Court House, NJ 

08210-1601

609-463-6475

: consumer@co.cape-may.nj.us

www.capemaycountygov.net

Cumberland County 

Department of 

Consumer Affairs

788 E. Commerce St.

Bridgeton, NJ 08302

856-453-2203

www.co.cumberland.nj.us

Essex County Division of 

Consumer Services

50 S. Clinton St., Suite 3201

East Orange, NJ 07018

973-395-8350

www.essex-countynj.org/

Gloucester County Department 

of Consumer Affairs

254 County House Rd.

Clarksboro, NJ 08020

856-384-6855

TTY: 856-232-9543

www.co.gloucester.nj.us/

Government/Departments/

ConsumerAffairs/main.cfm

Hudson County Division 

of Consumer Affairs

583 Newark Ave.

Jersey City, NJ 07306

201-795-6295 (Hotline)

www.hudsoncountynj.org

Hunterdon County Office 

of Consumer Affairs

PO Box 2900

Flemington, NJ 08822

908-806-5174

www.co.hunterdon.nj.us/

consumeraffairs.htm
124 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

Mercer County 

Consumer Affairs

PO Box 8068

640 S. Broad St.

Trenton, NJ 08650-0068

609-989-6671

www.mercercounty.org

Middlesex County 

Consumer Affairs

75 Bayard St., 2nd Floor 

Room 290

Middlesex County Administration 

Building

New Brunswick, NJ 08901

732-745-3875

: consumer@co.middlesex.

nj.us

www.co.middlesex.nj.us/

consumeraffairs/index.asp

Monmouth County Department 

of Consumer Affairs

One E. Main St.

Hall of Records Annex

Freehold, NJ 07728

732-431-7900

www.visitmonmouth.com

Ocean County Department 

of Consumer Affairs

PO Box 2191

1027 Hooper Ave., Building 2

Toms River, NJ 08754-2191

732-929-2105

: ConsumerAffairs@co.ocean.

nj.us

www.co.ocean.nj.us

Passaic County Department of 

Consumer Protection/Weights 

and Measures

Dept. of Law

1310 Route 23 N

Wayne, NJ 07470

973-305-5881 (Consumer 

Protection)

973-305-5750 (Weights & 

Measures)

www.passaiccountynj.org

Somerset County Division 

of Consumer Protection

PO Box 3000

20 Grove St.

Somerville, NJ 08876-1262

908-203-6080

: consumerprotection@

co.somerset.nj.us

www.co.somerset.nj.us

Union County Division 

of Consumer Affairs

300 North Ave., E

Westfield, NJ 07090

908-654-9840

www.unioncountynj.org

City Offices

Nutley Consumer Affairs

c/o Department of Public Affairs

149 Chestnut St.

Nutley, NJ 07110

973-284-4975

www.nutleynj.org

Plainfield Action Services

510 Watchung Ave.

City Hall Annex

Plainfield, NJ 07060

908-753-3519

www.plainfield.com

Secaucus Department 

of Consumer Affairs

1203 Patterson Plank Rd.

Municipal Government Center

Secaucus, NJ 07094

201-330-2008

www.njconsumeraffairs.gov/

ocp/countyoff.htm

Union Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5477

www.uniontownship.com

New Mexico

State Offices

Office of the Attorney General

Consumer Protection Division

PO Drawer 1508

Santa Fe, NM 87504-1508

505-827-6060

Toll-free: 1-800-678-1508

www.nmag.gov

New York

State Offices

New York State Consumer 

Protection Board

Five Empire State Plaza, Suite 2101

Albany, NY 12223

518-474-8583

Toll-free: 1-800-697-1220

: webmaster@consumer.state.ny.us

www.nysconsumer.gov

Office of the Attorney General – 

Albany Office

Bureau of Consumer Frauds 

and Protection

State Capitol

Albany, NY 12224-0341

518-474-5481

Toll-free: 1-800-771-7755 (NY)

TTY: 1-800-788-9898 

www.ag.ny.gov

Office of the Attorney General – 

New York City Office

Bureau of Consumer Frauds 

and Protection

120 Broadway, 3rd Floor

New York, NY 10271-0332

212-416-8000

Toll-free: 1-800-771-7755 (Hotline)

TTY: 1-800-788-9898 

www.ag.ny.gov

Regional Offices

Binghamton Regional Office

Office of the Attorney General

44 Hawley St.

State Office Building, 17th Floor

Binghamton, NY 13901

607-721-8771

TTY: 1-800-788-9898

www.ag.ny.gov

Brooklyn Regional Office

Office of the Attorney General

55 Hanson Pl., Suite 1080

Brooklyn, NY 11217

718-722-3949

Toll-free: 1-800-771-7755 

(Consumer Helpline)

TTY: 1-800-788-9898 

www.ag.ny.gov

Buffalo Regional Office

Office of the Attorney General

350 Main St.

Main Place Tower, Suite 300A

Buffalo, NY 14202

716-853-8400

TTY: 1-800-788-9898

www.ag.ny.gov

Harlem Regional Office

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
www.pueblo.gsa.gov 2011 Consumer Action Handbook 125

State, county & City Consumer Protection offices

State & Local

Nassau Regional Office

Office of the Attorney General

200 Old Country Rd.

Mineola, NY 11501-4241

516-248-3302

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898 

www.ag.ny.gov

Plattsburgh Regional Office

Office of the Attorney General

43 Durkee St., Suite 700

Plattsburgh, NY 12901-2958

518-562-3288

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Poughkeepsie Regional Office

Office of the Attorney General

235 Main St.

Poughkeepsie, NY 12601-3194

845-485-3900

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Rochester Regional Office

Office of the Attorney General

144 Exchange Blvd., Suite 200

Rochester, NY 14614-2176

585-546-7430

585-327-3240 (Consumer Frauds)

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898 

www.ag.ny.gov

Suffolk Regional Office

Office of the Attorney General

300 Motor Pkwy., Suite 205

Hauppauge, NY 11788

631-231-2424

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Syracuse Regional Office

Office of the Attorney General

615 Erie Blvd., W, Suite 102

Syracuse, NY 13204

315-448-4800

315-448-4848 (Consumer Frauds)

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898 

www.ag.ny.gov

Utica Regional Office

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

Office of the Attorney General

317 Washington St.

Dulles State Office Building

Watertown, NY 13601

315-785-2444

Toll-free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Westchester Regional Office

Office of the Attorney General

101 E. Post Rd.

White Plains, NY 10601-5008

914-422-8755

Toll-free: 1-800-771-7755 

(Consumer Helpline)

TTY: 1-800-788-9898

www.ag.ny.gov

County Offices

Albany County Department 

of Consumer Affairs

112 State St., Suite 1207-08

Albany, NY 12207

518-447-7581

: consumer_complaints@

albanycounty.com

www.albanycounty.com

Dutchess County Department 

of Consumer Affairs

98 Peach Rd.

Poughkeepsie, NY 12601

845-486-2949

: consumeraffairs@

co.dutchess.ny.us

www.dutchessny.gov

Erie County District 

Attorney’s Office

Consumer Fraud Bureau

107 Delaware Ave., 4th Floor

Statler Towers

Buffalo, NY 14202

716-853-8404 (Consumer Fraud)

716-853-8400

Toll-free: 1-800-771-7755 (NY)

www.ag.ny.gov

Nassau County Office of 

Consumer Affairs

200 County Seat Dr.

Mineola, NY 11501

516-571-2600

www.nassaucountyny.gov

Orange County Department 

of Consumer Affairs

99 Main St.

Goshen, NY 10924

845-360-6700

www.co.orange.ny.us

Putnam County Department 

of Consumer Affairs

110 Old Route 6, Bldg. 3

Carmel, NY 10512

845-225-2039

www.putnamcountyny.com

Rockland County Office 

of Consumer Protection

18 New Hempstead Rd., 6th Floor

New City, NY 10956

845-708-7600

www.co.rockland.ny.us

Schenectady County 

Department of Consumer 

Affairs/Bureau of Weights 

& Measures

64 Kellar Ave.

Schenectady, NY 12306

518-356-7473 (Consumer Affairs)

518-356-6795 (Weights & 

Measures)

schenectadycounty.com

Ulster County Consumer 

Fraud Bureau

20 Lucas Ave.

Kingston, NY 12401-3708

845-340-3260

www.ulstercountyny.gov/

consumerfraud

Westchester County 

Department of Consumer 

Protection

112 E. Post Rd., 4th Floor

White Plains, NY 10601

914-995-2155

: conpro@westchestergov.com

www.westchestergov.com/

consumer
126 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

City Offices

Colonie Consumer 

Protection Board

Memorial Town Hall

Newtonville, NY 12128

518-783-2787

www.colonie.org

Mt. Vernon Office of 

Consumer Affairs

One Roosevelt Square, Room 11

City Hall

Mount Vernon, NY 10550

914-665-2433

www.cmvny.com

New York City Department 

of Consumer Affairs

42 Broadway

New York, NY 10004

212-639-9675

TTY: 212-487-2710

www.nyc.gov/consumers

Schenectady Bureau of 

Consumer Protection

105 Jay St.

City Hall, Room 204

Schenectady, NY 12305

518-382-5061

Yonkers Consumer 

Protection Bureau

87 Nepperhan Ave., Room 212

Yonkers, NY 10701

914-377-6808

914-377-3000 (Helpline)

www.yonkersny.gov

North Carolina

State Offices

North Carolina Department 

of Agriculture and 

Consumer Services

1001 Mail Service Center

Raleigh , NC 27699-1001

919-733-7125

www.agr.state.nc.us/index.htm

North Carolina Office of the 

Attorney General

Consumer Protection Division

Mail Service Center 9001

Raleigh, NC 27699-9001

919-716-6000

Toll-free: 1-877-566-7226 (NC)

www.ncdoj.gov

North Dakota

State Offices

Office of the Attorney General

Consumer Protection and 

Antitrust Division

1050 E. Interstate Ave., Suite 200

Gateway Professional Center

Bismarck, ND 58503-5574

701-328-3404

Toll-free: 1-800-472-2600

TTY: 1-800-366-6888

: ndag@nd.gov

www.ag.nd.gov

Ohio

State Offices

Ohio Attorney General’s Office 

Consumer Protection Section 

30 E. Broad St., 14th Floor

Columbus, OH 43215-3400

614-466-4320

Toll-free: 1-800-282-0515

ohioattorneygeneral.gov

www.speakoutohio.gov

(consumer website)

County Offices

Summit County Office 

of Consumer Affairs

175 S. Main St., Suite 209

Akron, OH 44308

330-643-2879

: consumeraffairs@summitoh.net

www.co.summit.oh.us/

conaffairs.htm

Oklahoma

State Offices

Oklahoma Attorney General 

Consumer Protection Unit 

313 N.E. 21st St.

Oklahoma City, OK 73105

405-521-3921

405-521-2029 (Consumer Hotline)

www.oag.ok.gov

Oklahoma Department 

of Consumer Credit

4545 N. Lincoln Blvd., Suite 164

Oklahoma City, OK 73105-3408

405-521-3653

Toll-free: 1-800-448-4904 

(Consumer Hotline)

: webmaster@okdocc.state.ok.us

www.okdocc.state.ok.us

Oregon

State Offices

Oregon Department of Justice

Financial Fraud/Consumer 

Protection Section

1162 Court St., NE

Salem, OR 97301-4096

503-378-4320 (Salem)

503-229-5576 (Portland)

Toll-free: 1-877-877-9392 (OR)

TTY: 1-800-735-2900

: consumer.hotline@doj.

state.or.us

www.doj.state.or.us

Pennsylvania

State Offices

Pennsylvania Office of the 

Attorney General 

Bureau of Consumer Protection 

Strawberry Square, 14th Floor

Harrisburg, PA 17120

717-787-9707

Toll-free: 1-800-441-2555 (PA)

Toll-free: 1-888-520-6680 

(Home Improvement)

www.attorneygeneral.gov

Regional Offices

Erie Regional Office – Bureau 

of Consumer Protection

Office of the Attorney General

1001 State St., 10th Floor

Erie, PA 16501

814-871-4371

www.attorneygeneral.gov

Philadelphia Regional Office – 

Bureau of Consumer Protection

Office of the Attorney General

21 S. 12th St., 2nd Floor

Philadelphia, PA 19107

215-560-2414

www.attorneygeneral.gov

Pittsburgh Regional Office – 

Bureau of Consumer Protection

Office of the Attorney General

564 Forbes Ave.

Manor Complex, 6th Floor

Pittsburgh, PA 15219

412-565-5135

Toll-free: 1-800-441-2555

www.attorneygeneral.gov
www.pueblo.gsa.gov 2011 Consumer Action Handbook 127

State, county & City Consumer Protection offices

State & Local

Scranton Regional Office –

Bureau of Consumer Protection

Office of the Attorney General

101 Penn Ave.

100 Samter Building

Scranton, PA 18503

570-963-4913

www.attorneygeneral.gov

County Offices

Bucks County Department 

Consumer Protection

50 N. Main St.

Doylestown, PA 18901

215-348-7442

Toll-free: 1-800-942-2669

: consumerprotection@

co.bucks.pa.us

www.buckscounty.org

Delaware County 

Consumer Affairs

201 W. Front St.

Government Center Building

Media, PA 19063

610-891-4865

www.co.delaware.pa.us/

consumeraffairs

Puerto Rico

State Offices

Department de Asuntos 

Del Consumidor

Minillas Station

Apartado 41059

Santurce, PR 00940

787-722-7555

www.daco.gobierno.pr

Rhode Island

State Offices

Rhode Island Department 

of the Attorney General 

Consumer Protection Unit 

150 S. Main St.

Providence, RI 02903

401-274-4400

TTY: 401-453-0410

: contactus@riag.ri.gov

www.riag.state.ri.us

South Carolina

State Offices

South Carolina Department

of Consumer Affairs

PO Box 5757

3600 Forest Dr., 3rd Floor

Columbia, SC 29250-5757

803-734-4200

Toll-free: 1-800-922-1594 (SC)

: scdca@scconsumer.gov

www.scconsumer.gov

South Dakota

State Offices

South Dakota Office of the 

Attorney General – Consumer 

Affairs

1302 E. Hwy. 14, Suite 3

Pierre, SD 57501-8053

605-773-4400

Toll-free: 1-800-300-1986 (SD)

TTY: 605-773-6585

: consumerhelp@state.sd.us

www.state.sd.us/atg

Tennessee

State Offices

Tennessee Department of 

Commerce and Insurance

Division of Consumer Affairs

500 James Robertson Pkwy. 

5th Floor

Nashville, TN 37243-0600

615-741-4737

Toll-free: 1-800-342-8385 (TN)

: consumer.affairs@tn.gov

www.tn.gov/consumer

Tennessee Office of 

the Attorney General

Consumer Advocate and 

Protection Division

PO Box 20207

Nashville, TN 37202-0207

615-741-1671

www.attorneygeneral.state.

tn.us

Texas

State Offices

Texas Office of the 

Attorney General

Consumer Protection Department

PO Box 12548

Austin, TX 78711-2548

512-463-2100

Toll-free: 1-800-621-0508

www.oag.state.tx.us

Regional Offices

Office of the Attorney 

General – Dallas Region

Consumer Protection Division

1412 Main St., Suite 810

Dallas, TX 75202

214-969-7639

www.oag.state.tx.us

Office of the Attorney 

General – El Paso Region

Consumer Protection Division

401 E. Franklin Ave., Suite 530

El Paso, TX 79901

915-834-5800

www.oag.state.tx.us

Office of the Attorney 

General – Houston Region 

Consumer Protection Division 

808 Travis St., Suite 1520

Houston, TX 77002-1702

713-223-5886

Toll-free: 1-800-252-8011 (TX)

Toll-free: 1-800-621-0508

www.oag.state.tx.us

Office of the Attorney 

General – Lubbock Region

Consumer Protection Division

4630 50th St., Suite 500

Lubbock, TX 79414-3520

806-747-5238

www.oag.state.tx.us

Office of the Attorney 

General – McAllen Region

Consumer Protection Division

3201 N. McColl Rd., Suite B

McAllen, TX 78501-1685

956-682-4547

Toll-free: 1-800-252-8011 (TX)

www.oag.state.tx.us
128 www.ConsumerAction.gov 

State, county & City Consumer Protection offices

Office of the Attorney 

General – San Antonio Region

Consumer Protection Division

115 E. Travis St., Suite 925

San Antonio, TX 78205-1605

210-224-1007

Toll-free: 1-800-252-8011 (TX)

www.oag.state.tx.us

County Offices

Dallas County District 

Attorney’s Office

Check Division/ID Fraud

133 N. Industrial Blvd., LB 19

Dallas, TX 75207

214-653-3672

www.dallasda.com

Harris County Consumer 

Fraud Division

District Attorney’s Office

1201 Franklin St., Suite 600

Houston, TX 77002-1923

713-755-5836

app.dao.hctx.net

Utah

State Offices

Utah Department of Commerce

Division of Consumer Protection

PO Box 146704

160 E. 300 S

Salt Lake City, UT 84114-6704

801-530-6601

: consumerprotection@utah.gov

www.consumerprotection.

utah.gov

Vermont

State Offices

Vermont Agency of Agriculture, 

Food, and Markets

Food Safety and Consumer 

Protection

116 State St.

Montpelier, VT 05620

802-828-2436

www.vermontagriculture.com

Vermont Office 

of the Attorney General 

Consumer Assistance Program 

146 University Pl.

Burlington, VT 05405

802-656-3183

Toll-free: 1-800-649-2424 (VT)

: consumer@uvm.edu

www.atg.state.vt.us

Virgin Islands

State Offices

Department of Licensing 

and Consumer Affairs

8201 Sub Base, Suite 1

Property and Procurement Bldg.

St. Thomas, VI 00802

340-774-3130

www.dlca.gov.vi

Virgin Islands Deptartment

of Licensing and 

Consumer Affairs

3000 Golden Rock Shopping 

Center, Suite 9

St. Croix, VI 00820

340-773-2226

www.dlca.gov.vi

Virginia

State Offices

Virginia Beach Office of the 

Commonwealth’s Attorney

Consumer Affairs Division

2425 Nimmo Pkwy.

Judicial Center, Building 10B

Virginia Beach, VA 23456

757-385-5836

: OCACAAdmin@vbgov.com

www.vbgov.com/dept/oca/

Virginia Department of 

Agriculture and Consumer 

Services 

Office of Consumer Affairs 

102 Governor St.

Richmond, VA 23219

804-786-2042

Toll-free: 1-800-552-9963 (VA)

TTY: 1-800-828-1120

: webmaster.vdacs@vdacs.

virginia.gov

www.vdacs.virginia.gov

Virginia Office of the Attorney 

General – Civil Division 

Antitrust and Consumer Litigation 

Section 

900 E. Main St.

Richmond, VA 23219

804-786-2116

Toll-free: 1-800-451-1525

: mail@oag.state.va.us

www.vaag.com/consumer

County Offices

Fairfax County Department 

of Cable Communications 

and Consumer Protection

12000 Government Center Pkwy., 

Suite 433

Fairfax, VA 22035

703-222-8435 (General)

TTY: 711

www.fairfaxcounty.gov/

consumer.htm

City Offices

Alexandria Office of 

Consumer Affairs

City Hall, 301 King St., Room 1900

Alexandria, VA 22313

703-746-4350

www.alexandriava.gov/citizen

Washington

State Offices

Washington Office 

of the Attorney General

Toll-free: 1-800-551-4636

TTY: 1-800-833-6384

www.atg.wa.gov

Regional Offices

Bellingham Consumer 

Protection Division (Island, 

San Juan, Skagit, and 

Whatcom Counties)

Office of the Attorney General

103 E. Holly St., Suite 308

Bellingham, WA 98225-4728

360-738-6185

Toll-free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov

Seattle Consumer 

Protection Division 

(N. King, Snohomish, Clallam, 

and Jefferson Counties and 

Bainbridge Island)

Office of the Attorney General

800 5th Ave., Suite 2000

Seattle, WA 98104

206-464-6684

Toll-free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov
www.pueblo.gsa.gov 2011 Consumer Action Handbook 129

State, county & City Consumer Protection offices

State & Local

Spokane Consumer Protection 

Division (Eastern Washington)

Office of the Attorney General

1116 W. Riverside Ave.

Spokane, WA 99201-1194

509-456-3123

Toll-free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov

Tacoma Consumer 

Protection Division (Pierce, 

Mason, Grays Harbor, Kitsap, 

and South King Counties)

Office of the Attorney General

PO Box 2317

Tacoma, WA 98401-2317

253-593-2904

Toll-free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov

Vancouver Consumer 

Protection Division (Clark, 

Cowlitz, Pacific, Skamania, 

Wahkiakum, Lewis, and 

Thurston Counties)

Office of the Attorney General

1220 Main St., Suite 549

Vancouver, WA 98660-2964

360-759-2150

Toll-free: 1-800-551-4636 (WA)

TTY: 1-800-833-6384

www.atg.wa.gov/consumer

West Virginia

State Offices

Consumer Protection Division

Office of the Attorney General

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll-free: 1-800-368-8808 (WV)

: consumer@wvago.gov

www.wvago.gov

Wisconsin

State Offices

Wisconsin Department 

of Agriculture, Trade and 

Consumer Protection

Bureau of Consumer Protection

2811 Agriculture Dr.

PO Box 8911

Madison, WI 53708-8911

608-224-4976

Toll-free: 1-800-422-7128 (WI)

TTY: 608-224-5058

: hotline@datcp.state.wi.us

www.datcp.state.wi.us

Regional Offices

Northwest Regional Office

Department of Agriculture, Trade 

& Consumer Protection

3610 Oakwood Hills Pkwy.

Eau Claire, WI 54701

Toll-free: 1-800-422-7128

TTY: 608-224-5058

: hotline@datcp.state.wi.us

www.datcp.state.wi.us

County Offices

Racine County Sheriff’s 

Department

Consumer Fraud Investigation

717 Wisconsin Ave.

Racine, WI 53403

262-636-3126

Toll-free: 1-800-242-4202

: RCSheriff@goracine.org

www.racineco.com

Wyoming

State Offices

Wyoming Office of the 

Attorney General 

Consumer Protection Unit 

123 State Capitol

Cheyenne, WY 82002

307-777-7874

Toll-free: 1-800-438-5799

attorneygeneral.state.wy.us
STATE BANKING AUTHORITIES

130 www.ConsumerAction.gov 

Alabama

State Banking Department

PO Box 4600

Montgomery, AL 36103-4600

334-242-3452

Toll-free: 1-866-465-2279

www.banking.alabama.gov

Alaska

Division of Banking 

and Securities

Department of Commerce, 

Community and Economic 

Development

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll-free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@commerce.state.ak.us

www.commerce.state.ak.us/

bsc/home.htm

Arizona

Department of 

Financial Institutions

2910 N. 44th St., Suite 310

Phoenix, AZ 85018

602-771-2800

: consumeraffairs@azdfi.gov

www.azdfi.gov

Arkansas

State Bank Department

400 Hardin Rd., Suite 100

Little Rock, AR 72211

501-324-9019

: asbd@banking.state.ar.us

accessarkansas.org/bank

California

State Department of 

Financial Institutions

45 Fremont St., Suite 1700

San Francisco, CA 94105-2219

415-263-8500

916-322-0622 

(Consumer Services)

Toll-free: 1-800-622-0620 (CA)

: consumer@dfi.ca.gov

www.dfi.ca.gov

Colorado

Division of Banking

Department of Regulatory 

Agencies

1560 Broadway, Suite 975

Denver, CO 80202

303-894-7575

: banking@dora.state.co.us

www.dora.state.co.us/banking

Connecticut

Connecticut Department of 

Banking

Government Relations and 

Consumer Affairs

260 Constitution Plaza

Hartford, CT 06103

860-240-8299

Toll-free: 1-800-831-7225

www.state.ct.us/dob

Delaware

Office of the State Bank 

Commissioner

555 E. Loockerman St., Suite 210

Dover, DE 19901

302-739-4235

www.banking.delaware.gov

District of Columbia

Department of Insurance, 

Securities and Banking

Attn: Consumer Protection 

Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000 (General Information)

202-442-7843

: disb@dc.gov

www.disb.dc.gov

Florida

Office of Financial Regulation

Division of Financial Institutions

200 E. Gaines St.

Tallahassee, FL 32399-0371

850-410-9800

Toll-free: 1-800-848-3792 (FL)

: ofr@flofr.com

www.flofr.com

Georgia

Department of Banking and 

Finance

2990 Brandywine Rd., Suite 200

Atlanta, GA 30341-5565

770-986-1633

Toll-free: 1-888-986-1633 (GA)

www.gadbf.org

Hawaii

Division of Financial 

Institutions

Department of Commerce and 

Consumer Affairs

PO Box 2054

Honolulu, HI 96805

808-586-2820

808-274-3141 (Kauai)

808-984-2400, ext. 62820# (Maui)

808-974-4000, ext. 62820# (HI)

TTY: 808-586-2820

: dfi@dcca.hawaii.gov

www.hawaii.gov/dcca/dfi

Idaho

Department of Finance

Financial Institutions Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll-free: 1-888-346-3378 (ID)

: finance@finance.idaho.gov

finance.idaho.gov

STATE BANKING AUTHORITIES

Contacting Your Local Banking Authority 

The officials listed below regulate and supervise state-chartered banks. Many 

of them handle or refer problems and complaints about other types of financial 

institutions as well. Some also answer general questions about banking and 

consumer credit. If you are dealing with a federally chartered bank, check "Federal 

Agencies" on page 100. Also see the chart in the “Banking” section on page 5.
STATE BANKING AUTHORITIES

www.pueblo.gsa.gov 2011 Consumer Action Handbook 131

STATE BANKING AUTHORITIES

Illinois

Division of Banks 

and Real Estate

122 S. Michigan Ave., Suite 1900

Chicago, IL 60603

312-793-3000

Toll-free: 1-877-793-3470

TTY: 312-793-0291

www.idfpr.com

Indiana

Department of Financial 

Institutions

30 S. Meridian St., Suite 300

Indianapolis, IN 46204

317-232-3955

Toll-free: 1-800-382-4880 (IN)

www.in.gov/dfi

Iowa

Division of Banking

200 E. Grand Ave., Suite 300

Des Moines, IA 50309-1827

515-281-4014

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 S.W. Jackson St., Suite 300

Topeka, KS 66603-3714

785-296-2266

Toll-free: 1-877-387-8523 

(Consumer Helpline)

www.osbckansas.org

Kentucky

Department of Financial 

Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll-free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions

36 State House Station

Augusta, ME 04333-0036

207-624-8570

Toll-free: 1-800-965-5235

TTY: 207-624-8563

www.maine.gov/pfr/

financialinstitutions

Maryland

Commissioner of Financial 

Regulation

500 N. Calvert St., Suite 402

Baltimore, MD 21202

410-230-6100

Toll-free: 1-888-784-0136 (MD)

TTY: 410-767-2117

: finreg@dllr.state.md.us

www.dllr.state.md.us/finance

Massachusetts

Division of Banks

One South Station, 3rd floor

Boston, MA 02110

617-956-1501

Toll-free: 1-800-495-2265 (MA)

TTY: 617-956-1577

: dobconsumer.assistan@state.

ma.us

www.mass.gov/dob

Michigan

Office of Financial and 

Insurance Regulation

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll-free: 1-877-999-6442

: ofir-info@michigan.gov

www.michigan.gov/ofir

Minnesota

Financial Examinations 

Division

Department of Commerce

85 7th Pl., E, Suite 500

St. Paul, MN 55101

651-296-2135

TTY: 651-296-2860

: financial.commerce@state.

mn.us

www.commerce.state.mn.us

Mississippi

Department of Banking and 

Consumer Finance

501 N. West St.

901 Woolfolk Building, Suite A

Jackson, MS 39201

601-359-1031

Toll-free: 1-800-844-2499 (MS)

: webmaster@dbcf.state.ms.us

www.dbcf.state.ms.us

Missouri

Department of Finance

301 W. High St., Room 630

PO Box 716

Jefferson City, MO 65102

573-751-3242

: finance@dof.mo.gov

finance.mo.gov

Montana

Division of Banking & Financial 

Institutions

PO Box 200546

301 S. Park Ave., Suite 316

Helena, MT 59620-0546

406-841-2920

Toll-free: 1-800-914-8423

TTY: 406-444-1421

www.banking.mt.gov

Nebraska

Department of Banking 

& Finance

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Toll-free: 1-877-471-3445

www.ndbf.ne.gov

Nevada

Financial Institutions Division

Department of Business & 

Industry

PO Box 3239

Carson City, NV 89702

702-486-4120

Toll-free: 1-866-858-8951 (NV)

: FIDMaster@fid.state.nv.us

www.fid.state.nv.us

STATE BANKING AUTHORITIES
STATE BANKING AUTHORITIES

132 www.ConsumerAction.gov 

New Hampshire

State Banking Department

53 Regional Dr., Suite 200

Concord, NH 03301

603-271-3561

Toll-free: 1-800-437-5991

TTY: 1-800-735-2964

: NHBD@Banking.State.NH.US

www.nh.gov/banking

New Jersey

Department of Banking 

and Insurance

PO Box 471

Trenton, NJ 08625

609-292-7272

Toll-free: 1-800-446-7467

www.njdobi.org/

New Mexico

Financial Institutions Division

Regulation and Licensing 

Department

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4885

www.rld.state.nm.us/FID/

New York

Banking Department

Consumer Help Unit

One State St.

New York, NY 10004-1417

212-709-3530

Toll-free: 1-877-226-5697 (NY)

: consumer@banking.state.

ny.us

www.banking.state.ny.us

North Carolina

Commissioner of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

919-733-3016

Toll-free: 1-888-384-3811

www.nccob.org

North Dakota

Department of Financial 

Institutions

2000 Schafer St., Suite G

Bismarck, ND 58501-1204

701-328-9933

TTY: 1-800-366-6888 (ND) 

: dfi@nd.gov

www.nd.gov/dfi

Ohio

Division of Financial 

Institutions

Department of Commerce

77 S. High St., 21st Floor

Columbus, OH 43215-6120

614-728-8400

Toll-free: 1-866-278-0003

TTY: 1-800-750-0750

: webdfi@dfi.com.state.oh.us

www.com.ohio.gov/fiin

Oklahoma

State Banking Department

2900 N. Lincoln Blvd.

Oklahoma City, OK 73105

405-521-2782

www.osbd.state.ok.us

Oregon

Department of Consumer & 

Business Services

Division of Finance and Corporate 

Securities

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll-free: 1-866-814-9710

: dcbs.dfcsmail@state.or.us

dfcs.oregon.gov

Pennsylvania

Department of Banking

Consumer Services

17 N. Second St., Suite 1300

Harrisburg, PA 17101-2290

717-787-2665

Toll-free: 1-800-722-2657

TTY: 1-800-679-5070

www.banking.state.pa.us

Puerto Rico

Office of the Commissioner 

of Financial Institutions

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

www.cif.gov.pr

Rhode Island

Division of Banking

Department of Business 

Regulation

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9503 

: bankinquiry@dbr.state.ri.us

www.dbr.state.ri.us

South Carolina

Office of the Commissioner 

of Banking

State Board of Financial 

Institutions

1205 Pendleton St., Suite 305

Columbia, SC 29201

803-734-2001

banking.sc.gov

South Dakota

Division of Banking

217 1⁄2 W. Missouri Ave.

Pierre, SD 57501-4590

605-773-3421

: drr.banking.info@state.sd.us

www.state.sd.us/banking

Tennessee

Department of Financial 

Institutions

Consumer Resources Division

414 Union St., Suite 1000

Nashville, TN 37219

615-253-2023

Toll-free: 1-800-778-4215

: TDFI.ConsumerResources@

state.tn.us

www.tennessee.gov/tdfi

STATE BANKING AUTHORITIES
STATE BANKING AUTHORITIES

www.pueblo.gsa.gov 2011 Consumer Action Handbook 133

STATE BANKING AUTHORITIES

Texas

Department of Banking

2601 N. Lamar Blvd., Suite 201

Austin, TX 78705

512-475-1300

Toll-free: 1-877-276-5554 

(Consumer Hotline)

: consumer.complaints@

banking.state.tx.us

www.banking.state.tx.us

Utah

Department of Financial 

Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

801-538-8830

www.dfi.utah.gov

Vermont

Department of Banking, 

Insurance, Securities and 

Health Care Administration

89 Main St., Drawer 20

Montpelier, VT 05620-3101

802-828-3301

802-828-3307 (Banking)

: bankdiv@bishca.state.vt.us

www.bishca.state.vt.us

Virgin Islands

Division of Banking 

and Insurance

Office of the Lieutenant Governor

#18 Kongens Gade

St. Thomas, VI 00802

340-774-7166

www.ltg.gov.vi

Virginia

Bureau of Financial Institutions

PO Box 640

Richmond, VA 23218

804-371-9657 (General Information)

804-371-9705 (Complaints)

Toll-free: 1-800-552-7945 (VA)

TTY: 804-371-9206

: bfiquestions@scc.virginia.gov

www.scc.virginia.gov

Washington

Department of Financial 

Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8700

Toll-free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

Division of Banking

One Players Club Dr., Suite 300

Charleston, WV 25311

304-558-2294

Toll-free: 1-800-642-9056 (WV)

www.wvdob.org

Wisconsin

Department of Financial 

Institutions

Division of Banking

PO Box 7846

Madison, WI 53707-7846

608-261-7577

Toll-free: 1-800-452-3328 (WI)

TTY: 608-266-8818

: askthesecretary@dfi.state.

wi.us

www.wdfi.org

Wyoming

Division of Banking

Herschler Building, 3rd Floor, E

122 W. 25th St.

Cheyenne, WY 82002

307-777-7797

audit.state.wy.us/banking

STATE BANKING AUTHORITIES
134 www.ConsumerAction.gov 

STATE Insurance REGULATORS

Alabama

Department of Insurance

PO Box 303351

Montgomery, AL 36130-3351

334-241-4141 (Consumer Services)

334-269-3550

: ConsumerServices@

insurance.alabama.gov

www.aldoi.gov

Alaska

Division of Insurance

Department of Commerce, 

Community and Economic 

Development

550 W. 7th Ave., Suite 1560

Robert B. Atwood Building

Anchorage, AK 99501-3567

907-269-7900

TTY: 907-465-5437

: insurance@alaska.gov

www.dced.state.ak.us/

insurance

Division of Insurance

Department of Commerce, 

Community and Economic 

Development

9th Floor State Office Building

333 Willoughby Ave.

Juneau, AK 99811-0805

907-465-2515

TTY: 907-465-5437

: insurance@alaska.gov

www.dced.state.ak.us/

insurance

Arizona

Department of Insurance

Consumer Affairs Division

2910 N. 44th St., Suite 210

Phoenix, AZ 85018-7269

602-364-2499

602-364-3100 (Switchboard)

Toll-free: 1-800-325-2548 (AZ)

: consumers@azinsurance.gov

www.id.state.az.us

Arkansas

Insurance Department

Consumer Services Division

1200 W. Third St.

Little Rock, AR 72201-1904

501-371-2640(Consumer Services)

501-371-2600

Toll-free: 1-800-282-9134 (AR)

Toll-free: 1-800-852-5494 

(Consumer Services)

Toll-free: 1-866-660-0888 (Criminal 

Investigations - Insurance Fraud)

: insurance.consumers@

arkansas.gov

www.insurance.arkansas.gov

California

California Department of 

Insurance

Consumer Services Division

300 S. Spring St., South Tower

Los Angeles, CA 90013

213-897-8921

Toll-free: 1-800-927-4357 (CA)

TTY: 1-800-482-4833

www.insurance.ca.gov

Department of Managed Health 

Care 

California HMO Help Center

980 9th St., Suite 500

Sacramento, CA 95814-2725

Toll-free: 1-888-466-2219

TTY: 1-877-688-9891

: GenInfo@dmhc.ca.gov

www.hmohelp.ca.gov

Colorado

Division of Insurance

1560 Broadway, Suite 850

Denver, CO 80202

303-894-7499 (Consumer Information)

303-894-7490

Toll-free: 1-800-930-3745 (CO)

TTY: 711

: insurance@dora.state.co.us

www.dora.state.co.us/Insurance

Connecticut

Insurance Department

Consumer Affairs Division

PO Box 816

Hartford, CT 06142-0816

860-297-3800

Toll-free: 1-800-203-3447 (CT)

: cid.ca@ct.gov

www.ct.gov/cid

Delaware

Delaware Insurance 

Department

841 Silver Lake Blvd.

Dover, DE 19904

302-674-7310

Toll-free: 1-800-282-8611

: consumer@state.de.us

www.delawareinsurance.gov

District of Columbia

Department of Insurance, 

Securities and Banking

Attn: Consumer Protection 

Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000 (Switchboard)

202-442-7843

: disb@dc.gov

www.disb.dc.gov

Florida

Office of Insurance Regulation

Department of Financial Services

200 E. Gaines St.

Tallahassee, FL 32399-0305

850-413-3140

Toll-free: 1-877-693-5236

TTY: 1-800-640-0886

www.floir.com

Georgia

Insurance and Safety Fire 

Commissioner

West Tower, Suite 716

Two Martin Luther King, Jr., Dr.

Atlanta, GA 30334

404-656-2070

Toll-free: 1-800-656-2298 (GA)

TTY: 711

www.gainsurance.org

STATE Insurance REGULATORS

Contacting Your Local Insurance Regulator 

The officials listed below enforce laws and regulations for each type of insurance. 

Many of these offices can also provide you with information to help you make 

informed insurance-buying decisions. See the “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.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 135

STATE Insurance REGULATORS

STATE Insurance REGULATORS

Hawaii

Insurance Division

Department of Commerce and 

Consumer Affairs

PO Box 3614

Honolulu, HI 96811

808-586-2790

: insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/areas/ins

Idaho

Department of Insurance

Consumer Affairs Bureau

PO Box 83720

700 W. State St.

Boise, ID 83720-0043

208-334-4250

Toll-free: 1-800-721-3272 (ID)

www.doi.idaho.gov

Illinois

Division of Insurance – Chicago

Department of Financial and 

Professional Regulation

100 W. Randolph St., Suite 9-301

Chicago, IL 60601-3395

312-814-2427

TTY: 312-814-2603

: doi.director@illinois.gov

www.insurance.illinois.gov

Division of Insurance – 

Springfield

Department of Financial and 

Professional Regulation

320 W. Washington St.

Springfield, IL 62767-0001

217-782-4515

Toll-free: 1-877-527-9431 (Office of 

Consumer Health Insurance)

Toll-free: 1-866-445-5364 

(Consumer Assistance Hotline)

TTY: 217-524-4872

: doi.director@illinois.gov

www.insurance.illinois.gov

Indiana

Department of Insurance

Consumer Services Division

311 W. Washington St., Suite 300

Indianapolis, IN 46204

317-232-2395

Toll-free: 1-800-622-4461 (IN)

: consumerservices@idoi.

in.gov

www.in.gov/idoi

Iowa

Division of Insurance

330 Maple St.

Des Moines, IA 50319-0065

515-281-5705

Toll-free: 1-877-955-1212 (IA)

www.iid.state.ia.us

Kansas

Kansas Insurance Department

Consumer Assistance Division

420 S.W. 9th St.

Topeka, KS 66612

785-296-3071

Toll-free: 1-800-432-2484 (KS)

TTY: 1-877-235-3151

: commissioner@

ksinsurance.org

www.ksinsurance.org

Kentucky

Department of Insurance

Consumer Protection and 

Education Division

PO Box 517

Frankfort, KY 40602-0517

502-564-6034

Toll-free: 1-800-595-6053

TTY: 1-800-462-2081

insurance.ky.gov

Louisiana

Department of Insurance

PO Box 94214

Baton Rouge, LA 70804

225-342-5900

Toll-free: 1-800-259-5300

: public@ldi.state.la.us

www.ldi.state.la.us

Maine

Bureau of Insurance

34 State House Station

Augusta, ME 04333-0034

207-624-8475

Toll-free: 1-800-300-5000 (ME)

TTY: 1-888-577-6690

: Insurance.PFR@maine.gov

www.maine.gov/insurance

Maryland

Insurance Administration

Consumer Division

Suite 2700

525 Saint Paul Pl.

Baltimore, MD 21202

410-468-2000

Toll-free: 1-800-492-6116

TTY: 1-800-735-2258

www.mdinsurance.state.md.us

Massachusetts

Division of Insurance

Consumer Service Section

Suite 5170

Ten Park Plaza

Boston, MA 02110

617-973-8700

617-973-8787 (Consumer Hotline)

www.state.ma.us/doi

Michigan

Office of Financial and 

Insurance Regulation

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll-free: 1-877-999-6442

: ofir-ins-info@michigan.gov

www.michigan.gov/ofir

Minnesota

Department of Commerce

Market Assurance Division

85 7th Place E, Suite 500

St. Paul, MN 55101

651-296-2488

Toll-free: 1-800-657-3602 (MN)

TTY: 651-296-2860

: market.assurance@state.

mn.us

www.insurance.mn.gov

Mississippi

Department of Insurance

PO Box 79

Jackson, MS 39205

601-359-3569

Toll-free: 1-800-562-2957 (MS)

: consumer@mid.state.ms.us

www.mid.state.ms.us

STATE Insurance REGULATORS
136 www.ConsumerAction.gov 

STATE Insurance REGULATORS

Missouri

Missouri Department of 

Insurance, Financial, and 

Professional Registration

Consumer Affairs Division

PO Box 690

Jefferson City, MO 65102-0690

573-751-2640 

573-751-4126 (General Information)

Toll-free: 1-800-726-7390 (MO)

TTY: 573-526-4536

www.insurance.mo.gov

Montana

Montana State Auditor’s Office

Insurance Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll-free: 1-800-332-6148 (MT)

TTY: 406-444-3246

: stateauditor@mt.gov

www.sao.mt.gov

Nebraska

Department of Insurance

941 O St., Suite 400

Terminal Building

Lincoln, NE 68508-3690

402-471-0888 (Lincoln)

402-471-2201

Toll-free: 1-877-564-7323 (NE)

TTY: 1-800-833-7352

: DOI.ConsumerAffairs@

nebraska.gov

www.doi.ne.gov

Nevada

Division of Insurance

Department of Business 

and Industry

1818 E. College Pkwy., Suite 103

Carson City, NV 89706

775-687-0700

: cscc@doi.state.nv.us

www.doi.state.nv.us

Division of Insurance

Department of Business 

and Industry

2501 E. Sahara Ave., #302

Las Vegas, NV 89104

702-486-4009

www.doi.state.nv.us

New Hampshire

Department of Insurance

21 S. Fruit St., Suite 14

Concord, NH 03301

603-271-2261

Toll-free: 1-800-852-3416 (NH)

TTY: 1-800-735-2964 (NH)

: consumerservices@ins.

nh.gov

www.nh.gov/insurance

New Jersey

Department of Banking 

and Insurance

Consumer Inquiry and Case 

Preparation Unit

PO Box 471

Trenton, NJ 08625-0471

609-292-7272

Toll-free: 1-800-446-7467

www.njdobi.org

New Mexico

Department of Insurance

PO Box 1269

Santa Fe, NM 87504-1269

505-827-4592

Toll-free: 1-888-427-5772 (NM)

www.nmprc.state.nm.us

New York

Consumer Services Bureau

NYS Insurance Department

One Commerce Plaza

Albany, NY 12257

518-474-6600

Toll-free: 1-800-342-3736 (NY)

: consumers@ins.state.ny.us

www.ins.state.ny.us

Consumer Services Bureau

Insurance Department

25 Beaver St.

New York, NY 10004

212-480-6400

Toll-free: 1-800-342-3736 (NY)

: consumers@ins.state.ny.us

www.ins.state.ny.us

North Carolina

Department of Insurance

1201 Mail Service Center

Raleigh, NC 27699-1201

919-807-6750 (Consumer Services) 

Toll-free: 1-800-546-5664 (NC) 

(Consumer Services)

: consumer@ncdoi.net

www.ncdoi.com

North Dakota

Insurance Department

State Capitol, 5th Floor

600 E. Boulevard Ave.

Bismarck, ND 58505-0320

701-328-2440

Toll-free: 1-800-247-0560 (ND)

TTY: 1-800-366-6888

: insurance@nd.gov

www.nd.gov/ndins

Ohio

Department of Insurance

Office of Consumer Services

Suite 300

50 W. Town St., 3rd Floor

Columbus, OH 43215

614-644-2673

Toll-free: 1-800-686-1526 

(Consumer Hotline)

Toll-free: 1-800-686-1527 

(Fraud Hotline)

Toll-free: 1-800-686-1578 

(Senior Hotline)

TTY: 614-644-3745

www.insurance.ohio.gov

Oklahoma

Insurance Department

PO Box 53408

Oklahoma City, OK 73152-3408

405-521-2991

Toll-free: 1-800-522-0071 (OK)

www.ok.gov/oid

STATE Insurance REGULATORS
www.pueblo.gsa.gov 2011 Consumer Action Handbook 137

STATE Insurance REGULATORS

STATE Insurance REGULATORS

Oregon

Insurance Division

PO Box 14480

Salem, OR 97309-0405

503-947-7984

Toll-free: 1-888-877-4894 (OR)

: cp.ins@state.or.us

insurance.oregon.gov

Pennsylvania

Bureau of Consumer Service

Insurance Department

1209 Strawberry Square

Harrisburg, PA 17120

717-787-2317

Toll-free: 1-877-881-6388

TTY: 717-783-3898

: ra-in-consumer@state.pa.us

www.insurance.state.pa.us

Puerto Rico

Office of the Commissioner 

of Insurance

B5 Tabonuco St. 

Suite 216 PMB 356

Guaynabo, PR 00968-3029

787-722-8686

787-304-8686

Toll-free: 1-888-722-8686

www.ocs.gobierno.pr

Rhode Island

Insurance Division

Department of Business 

Regulation

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9520

: insuranceinquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Consumer Services

Department of Insurance

PO Box 100105

Columbia, SC 29202-3105

803-737-6180

Toll-free: 1-800-768-3467 (SC)

: consumers@doi.sc.gov

www.doi.sc.gov

South Dakota

Division of Insurance

Department of Revenue and 

Regulation

445 E. Capital Ave.

Pierre, SD 57501

605-773-3563

: insurance@state.sd.us

www.state.sd.us/drr

Tennessee

Department of Commerce 

and Insurance

Consumer Affairs Division

Davy Crockett Tower

500 James Robertson Pkwy.

Nashville, TN 37243-0565

615-741-4737

615-741-2241 (General Information)

Toll-free: 1-800-342-8385 (TN)

www.tn.gov/commerce

Texas

Department of Insurance

Consumer Protection (111-1A)

PO Box 149091

Austin, TX 78714-9091

512-463-6515

Toll-free: 1-800-252-3439

: consumerprotection@tdi.

state.tx.us

www.tdi.state.tx.us

Utah

Department of Insurance

State Office Building, Room 3110

Salt Lake City, UT 84114-6901

801-538-3800

Toll-free: 1-800-439-3805 (UT)

TTY: 801-538-3826

www.insurance.utah.gov

Vermont

Insurance Division – 

Consumer Services 

Department of Banking, Insurance, 

Securities and Health Care 

Administration

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

802-828-2900 (Health Insurance)

Toll-free: 1-800-964-1784

Toll-free: 1-800-631-7788 (Health 

Insurance)

www.bishca.state.vt.us

www.vthealthinsurance.info

(Vermont Health Insurance)

Virgin Islands

Division of Banking 

and Insurance

5049 Kongens Gade

St. Thomas, VI 00802

340-774-7166

www.ltg.gov.vi

Virginia

Bureau of Insurance

State Corporation Commission

PO Box 1157

Richmond, VA 23218

804-371-9741 (Insurance)

804-371-9967 (Corporation 

Commission)

Toll-free: 1-800-552-7945 (VA)

Toll-free: 1-877-310-6560 

(Consumer Service Hotline)

TTY: 804-371-9206

: bureauofinsurance@scc.

virginia.gov

www.scc.virginia.gov

Washington

Office of the Insurance 

Commissioner

PO Box 40256

Olympia, WA 98504-0256

360-725-7080

Toll-free: 1-800-562-6900 (WA)

TTY: 360-586-0241

: cap@oic.wa.gov

www.insurance.wa.gov

STATE Insurance REGULATORS
138 www.ConsumerAction.gov 

STATE Insurance REGULATORS

West Virginia

Offices of the Insurance 

Commissioner

PO Box 50540

1124 Smith St.

Charleston, WV 25305-0540

304-558-3386

Toll-free: 1-888-879-9842 (WV)

TTY: 1-800-435-7381

: consumer.service@

wvinsurance.gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner 

of Insurance

PO Box 7873

125 S. Webster St.

Madison, WI 53707-7873

608-266-0103

Toll-free: 1-800-236-8517 (WI)

TTY: Dial 711 (ask for 608-266-3586)

: ocicomplaints@wisconsin.gov

oci.wi.gov

Wyoming

Department of Insurance

Consumer Affairs Section

106 E. 6th Ave.

Cheyenne, WY 82002

307-777-7402

Toll-free: 1-800-438-5768 (WY)

insurance.state.wy.us

STATE Insurance REGULATORS
STATE Securities ADMINISTRATORS

www.pueblo.gsa.gov 2011 Consumer Action Handbook 139

STATE Securi

ties AD

MINIS

TRA

TORS

Alabama

Securities Commission

PO Box 304700

Montgomery, AL 36130-4700

334-242-2984

Toll-free: 1-800-222-1253 (AL)

: asc@asc.alabama.gov

www.asc.state.al.us

Alaska

Division of Banking and 

Securities

Department of Commerce, 

Community and Economic 

Development

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll-free: 1-888-925-2521 (AK)

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.state.ak.us

Arizona

Securities Division

Arizona Corporation Commission

1300 W. Washington St., 3rd Floor

Phoenix, AZ 85007

602-542-4242

Toll-free: 1-866-837-4399 (AZ)

: SecuritiesDiv@azcc.gov

www.azinvestor.gov

Arkansas

Arkansas Securities 

Department

201 E. Markham St.

Heritage West Building, Suite 300

Little Rock, AR 72201-1692

501-324-9260

Toll-free: 1-800-981-4429

: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Department of Corporations

Consumer Services Office

1515 K St., Suite 200

Sacramento, CA 95814

916-445-2205

Toll-free: 1-866-275-2677

TTY: 1-800-735-2966

www.corp.ca.gov

Colorado

Division of Securities

Department of Regulatory 

Agencies

1560 Broadway, Suite 900

Denver, CO 80202

303-894-2320

TTY: 1-800-659-2656

: securities@dora.state.co.us

www.dora.state.co.us/

securities

Connecticut

Department of Banking

Securities and Business 

Investments Division

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8230

Toll-free: 1-800-831-7225

: banking.complaints@ct.gov

www.ct.gov/dob

Delaware

Division of Securities

Department of Justice

820 N. French St., 5th Floor

State Office Building

Wilmington, DE 19801

302-577-8424

TTY: 302-577-5783

www.state.de.us/securities

District of Columbia

Department of Insurance, 

Securities and Banking

Attn: Consumer Protection 

Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

202-442-7843

: disb@dc.gov

disb.dc.gov

Florida

Division of Securities

Office of Financial Regulation

Attn: Securities Area Financial 

Manager 

200 E. Gaines St. 

Tallahassee, FL 32399-0374

850-410-9500

Toll-free: 1-800-848-3792 

(FL Consumer Helpline)

TTY: 1-800-640-0886

: ofr@flofr.com

www.flofr.com

Georgia

Division of Securities and 

Business Regulation

Office of the Secretary of State

Suite 802, West Tower

Two Martin Luther King Jr. Dr., SE

Atlanta, GA 30334

404-656-3920

Toll-free: 1-888-733-7427

: securities@sos.state.ga.us

www.sos.ga.gov/securities

Contacting Your Local Securities Administrator 

State securities regulators protect the investing public. Each state has its own 

laws and regulations for securities brokers and securities, including stocks, 

mutual funds, commodities, real estate, etc. The agencies listed below enforce 

these laws and regulations; they also license securities professionals, register 

securities, and investigate consumer complaints. While these agencies do not 

provide investment advice, many of them offer educational resources so investors 

can make informed investment decisions. 

If you have a question or complaint about an investment, call the company or 

bank involved. If you are not satisfied with the response you get, call your state 

securities agency. See the “Investing” section in Part I of this Handbook for 

additional advice and sources of assistance (p. 36).
STATE Securities ADMINISTRATORS

140 www.ConsumerAction.gov 

Hawaii

Securities Enforcement Branch

Business Registration Division

Department of Commerce and 

Consumer Affairs

335 Merchant St.

Honolulu, HI 96813

808-984-8244

: seb@dcca.hawaii.gov

www.hawaii.gov/dcca

Idaho

Department of Finance

Securities Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll-free: 1-888-346-3378 (ID)

: finance@finance.idaho.gov

finance.idaho.gov

Illinois

Securities Department

Secretary of State

213 State Capitol

Springfield, IL 62756

217-782-2256

Toll-free: 1-800-628-7937 (IL)

TTY: 1-888-261-5112

www.sos.state.il.us

Indiana

Securities Division

Office of the Secretary of State

302 W. Washington St., Room E-111

Indianapolis, IN 46204

317-232-6681

Toll-free: 1-800-223-8791 (IN)

www.state.in.us/sos/securities

Iowa

Securities and Regulated 

Industries Bureau

340 Maple St.

Des Moines, IA 50319-0066

515-281-5705

Toll-free: 1-877-955-1212 (IA)

: iowasec@iid.state.ia.us

www.iid.state.ia.us

Kansas

Office of the Securities 

Commissioner

Suite 600

109 S.W. 9th St.

Topeka, KS 66612

785-296-3307

Toll-free: 1-800-232-9580 (KS)

: ksc@ksc.ks.gov

www.ksc.ks.gov

Kentucky

Division of Securities

Department of Financial 

Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601-3868

502-573-3390

Toll-free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Securities Division

Office of Financial Institutions

PO Box 94095

Baton Rouge, LA 70804

225-925-4660

: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Office of Securities

121 State House Station

Augusta, ME 04333-0121

207-624-8551

Toll-free: 1-877-624-8551 (ME)

TTY: 207-624-8563

www.maine.gov/pfr/securities

Maryland

Securities Division

Office of the Attorney General

200 Saint Paul Pl.

Baltimore, MD 21202-2020

410-576-6360

Toll-free: 1-888-743-0023 (MD)

TTY: 410-576-6372

: securities@oag.state.md.us

www.oag.state.md.us

Massachusetts

Securities Division

Office of the Secretary of the 

Commonwealth

One Ashburton Pl., 17th Floor, 

Room 1701

Boston, MA 02108

617-727-3548

Toll-free: 1-800-269-5428 (MA)

TTY: 617-878-3889

: securities@sec.state.ma.us

www.sec.state.ma.us/sct

Michigan

Securities Division

Office of Financial and Insurance 

Regulation

PO Box 30220

Lansing, MI 48909

517-373-0220

Toll-free: 1-877-999-6442

: ofis-sec-info@michigan.gov

www.michigan.gov/ofis

Minnesota

Department of Commerce

Market Assurance Division

85 7th Pl., E, Suite 500

St. Paul, MN 55101

651-296-4973

651-296-2488

Toll-free: 1-800-657-3602 (MN)

TTY: 651-296-2860

: securities.commerce@state.

mn.us

www.commerce.state.mn.us

Mississippi

Securities Division

Business Regulation and 

Enforcement

Office of the Secretary of State

PO Box 136

Jackson, MS 39205

601-359-1350

Toll-free: 1-800-804-6364

www.sos.state.ms.gov

Missouri

Commissioner of Securities

600 W. Main St.

Jefferson City, MO 65101

573-751-4136

Toll-free: 1-800-721-7996 (MO)

: securities@sos.mo.gov

www.sos.mo.gov

STATE Securities ADMINISTRATORS
STATE Securities ADMINISTRATORS

www.pueblo.gsa.gov 2011 Consumer Action Handbook 141

STATE Securi

ties AD

MINIS

TRA

TORS

Montana

Montana State Auditor’s Office

Securities Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll-free: 1-800-332-6148 (MT)

: stateauditor@mt.gov

www.sao.mt.gov

Nebraska

Bureau of Securities

Department of Banking & Finance

PO Box 95006

Lincoln, NE 68509-5006

402-471-3445

Toll-free: 1-877-471-3445

www.ndbf.org

Nevada

Securities Division

Office of the Secretary of State

555 E. Washington Ave., 

Suite 5200 

Las Vegas, NV 89101

702-486-2440

: nvsec@sos.nv.gov

www.sos.state.nv.us

New Hampshire

Bureau of Securities 

Regulation

107 N. Main St., #204

Concord, NH 03301

603-271-1463

www.sos.nh.gov/securities

New Jersey

Bureau of Securities

Department of Law and 

Public Safety

PO Box 47029

Newark, NJ 07101

973-504-3600

Toll-free: 1-866-446-8378 (NJ)

: Askbureauofsecurities@dca.

lps.state.nj.us

www.njsecurities.gov

New Mexico

Securities Division

Regulation & Licensing 

Department

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4580

Toll-free: 1-800-704-5533 (NM)

www.rld.state.nm.us/

securities

New York

Investor Protection Bureau

Office of the Attorney General

120 Broadway, 23rd Floor

New York, NY 10271

212-416-8200

Toll-free: 1-800-771-7755

www.oag.state.ny.us

North Carolina

Securities Division

PO Box 29622

Raleigh, NC 27626-0622

919-733-3924

Toll-free: 1-800-688-4507 (Investor 

Hotline)

www.sosnc.com

North Dakota

Securities Department

600 E. Boulevard Ave.

State Capitol, 5th Floor

Bismarck, ND 58505-0510

701-328-2910

Toll-free: 1-800-297-5124 (ND)

: ndsecurities@nd.gov

www.ndsecurities.com

Ohio

Division of Securities

22nd Floor

77 S. High St.

Columbus, OH 43215-6131

614-644-7381

614-466-6140 (Enforcement)

Toll-free: 1-800-788-1194 (Investor 

Protection Hotline)

: securitiesgeneral.questions@

com.state.oh.us

www.com.ohio.gov/secu

Oklahoma

Department of Securities

First National Center

120 N. Robinson Ave., Suite 860

Oklahoma City, OK 73102

405-280-7700

: general@securities.state.

ok.gov

www.securities.ok.gov

Oregon

Division of Finance and 

Corporate Securities

Department of Consumer & 

Business Services

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

dfcs.oregon.gov

Pennsylvania

Securities Commission

Office of the Secretary

1010 N. 7th St.

Eastgate Office Building 

2nd Floor

Harrisburg, PA 17102-1410

717-787-8061

Toll-free: 1-800-600-0007 (PA)

: pscwebmaster@state.pa.us

www.psc.state.pa.us

Puerto Rico

Office of the Commissioner 

of Financial Institutions

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

www.cif.gov.pr

Rhode Island

Securities Division

Department of Business 

Regulation

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9527

TTY: 711 (In Rhode Island Only)

: SecuritiesInquiry@dbr.state.

ri.us

www.dbr.state.ri.us
STATE Securities ADMINISTRATORS

142 www.ConsumerAction.gov 

South Carolina

Securities Division

Office of the Attorney General

PO Box 11549

Columbia, SC 29211-1549

803-734-9916 (Securities)

803-734-3970 (Attorney General)

www.scattorneygeneral.com/

securities

South Dakota

Division of Securities

445 E. Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

: drr.securities@state.sd.us

www.state.sd.us/dcr/securities

Tennessee

Securities Division

Department of Commerce and 

Insurance

500 James Robertson Pkwy. 

Suite 680

Davy Crockett Tower

Nashville, TN 37243

615-741-2947

Toll-free: 1-800-863-9117 (TN)

: Securities.1@tn.gov

www.state.tn.us/commerce/

securities

Texas

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

www.ssb.state.tx.us

Utah

Division of Securities

Department of Commerce

PO Box 146760

Salt Lake City, UT 84114-6760

801-530-6600

Toll-free: 1-800-721-7233 (UT)

E-mail: security@utah.gov

www.securities.utah.gov

Vermont

Securities Division

Department of Banking, 

Insurance, Securities, & Health 

Care Administration

89 Main St.

Montpelier, VT 05620-3101

802-828-3420

Toll-free: 1-877-550-3907

www.vermontsecurities.info

Virginia

Division of Securities and Retail 

Franchising

State Corporation Commission

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll-free: 1-800-552-7945 (VA)

TTY: 804-371-9206

: SRF_General@scc.virginia.

gov

www.scc.virginia.gov/srf

Washington

Division of Securities

Department of Financial 

Institutions

PO Box 41200

Olympia, WA 98504-1200

360-902-8760

Toll-free: 1-877-746-4334

TTY: 360-664-8126

: investorcomplaints@dfi.

wa.gov

www.dfi.wa.gov

West Virginia

Securities Commission

State Auditor’s Office

200 W. Main St.

Clarksburg, WV 26301

304-627-2415

Toll-free: 1-888-368-9507 (Check 

Registration & Background)

Toll-free: 1-888-509-6567 

(Enforcement)

: securities@wvsao.gov

www.wvsao.gov/

securitiescommission

Wisconsin

Division of Securities

Department of Financial 

Institutions

PO Box 1768, 4th Floor

Madison, WI 53701-1768

608-266-1064

Toll-free: 1-800-472-4325 (WI)

TTY: 608-266-8818

www.wdfi.org

Wyoming

Compliance Division

Office of the Secretary of State

200 W. 24th St.

State Capitol Building

Cheyenne, WY 82002-0020

307-777-7370

: compliance@state.wy.us

soswy.state.wy.us
www.pueblo.gsa.gov 2011 Consumer Action Handbook 143

STATE utilities COMMISSIONS

STATE utili

ties COMMISSIONS

Alabama

Public Service Commission

PO Box 304260

Montgomery, AL 36130

334-242-5025

Toll-free: 1-800-392-8050 (AL) 

(Complaint Hotline)

www.psc.state.al.us

Alaska

Regulatory Commission of 

Alaska

Consumer Protection Department

701 W. 8th Ave., Suite 300

Anchorage, AK 99501-3469

907-276-6222

Toll-free: 1-800-390-2782

TTY: 907-276-4533

: rca.mail@alaska.gov

rca.alaska.gov

Arizona

Utilities Division

Arizona Corporation Commission

Consumer Services Section

1200 W. Washington St.

Phoenix, AZ 85007-2996

602-542-4251

Toll-free: 1-800-222-7000 (AZ)

: mailmaster@azcc.gov

www.cc.state.az.us

Arkansas

Public Service Commission

Consumer Services Division

1000 Center St.

PO Box 400

Little Rock, AR 72203-0400

501-682-2051

501-682-1718 (Complaints)

Toll-free: 1-800-482-1164 (AR)

TTY: 1-800-682-2698 

: consumerissues@psc.state.

ar.us

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave., Room 2250

San Francisco, CA 94102

415-703-2782

Toll-free: 1-800-649-7570 (CA)

TTY: 1-800-229-6846

: public.advisor@cpuc.ca.gov

www.cpuc.ca.gov

Colorado

Public Utilities Commission

Consumer Protection Division

1560 Broadway, Suite 250

Denver, CO 80202

303-894-2070

Toll-free: 1-800-456-0858 (CO)

TTY: 303-894-2512

: puc@dora.state.co.us

www.dora.state.co.us/puc

Connecticut

Department of Public Utility 

Control

10 Franklin Square

New Britain, CT 06051

860-827-1553

Toll-free: 1-800-382-4586 (CT)

TTY: 860-827-2837

www.state.ct.us/dpuc

Delaware

Public Service Commission

861 Silver Lake Blvd.

Cannon Building, Suite 100

Dover, DE 19904

302-736-7500

Toll-free: 1-800-282-8574 (DE)

TTY: 302-736-7500

www.depsc.delaware.gov

District of Columbia

DC Public Service Commission

Office of Consumer Services

1333 H St., NW

Room 600, East Tower

Washington, DC 20005

202-626-5120

www.dcpsc.org

Florida

Florida Public Service 

Commission

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6100

Toll-free: 1-800-342-3552 (FL)

TTY: 1-800-955-8771

: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

Consumer Affairs Division

244 Washington St., SW

Atlanta, GA 30334

404-656-4501

Toll-free: 1-800-282-5813 (GA)

: gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 S. King St., Room 103

Honolulu, HI 96813

808-586-2020

: Hawaii.PUC@hawaii.gov

www.hawaii.gov/budget/puc

Contacting Your Local Utilities Commission 

State utilities commissions regulate services and rates for 

gas, electricity, and telephones in your state. In some states, 

the utility commissions regulate other services such as water, 

transportation, and the moving of household goods. Rates for 

utilities and services provided between states are regulated by 

the federal government. 

Many utility commissions handle consumer complaints. 

Sometimes, if they receive a number of complaints about the 

same utility matter, they will conduct investigations.
144 www.ConsumerAction.gov 

STATE utilities COMMISSIONS

Idaho

Public Utilities Commission

Consumer Assistance Section

PO Box 83720

Boise, ID 83720-0074

208-334-0369 (Complaint Line)

208-334-0300

Toll-free: 1-800-432-0369 (ID) 

(Complaint Line)

TTY: 1-800-377-3529 (Toll-free)

www.puc.idaho.gov

Illinois

Commerce Commission

Consumer Affairs

527 E. Capitol Ave.

Springfield, IL 62701

217-782-2024

Toll-free: 1-800-524-0795 (IL)

TTY: 1-800-858-9277

www.icc.illinois.gov 

Indiana

Utility Regulatory Commission

Consumer Affairs Division

101 W. Washington St. 

Suite 1500E

Indianapolis, IN 46204

317-232-2712

Toll-free: 1-800-851-4268 (IN)

TTY: 317-232-8556

www.IN.gov/iurc

Iowa

Utilities Board

Customer Service Group

350 Maple St.

Des Moines, IA 50319-0069

515-281-3839

Toll-free: 1-877-565-4450 (IA)

: iubcustomer@iub.state.ia.us

www.state.ia.us/iub

Kansas

Corporation Commission

Office of Public Affairs and 

Consumer Protection

1500 S.W. Arrowhead Rd.

Topeka, KS 66604

785-271-3140

Toll-free: 1-800-662-0027 (KS)

TTY: 1-800-766-3777

: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

PO Box 615

211 Sower Blvd.

Frankfort, KY 40602

502-564-3940

Toll-free: 1-800-772-4636 

(KY-Complaints)

TTY: 1-800-648-6056

www.psc.state.ky.us

Louisiana

Public Service Commission

602 N. Fifth St., Galvez Building 

12th Floor

PO Box 91154

Baton Rouge, LA 70821-9154

225-342-4404

Toll-free: 1-800-256-2397 (LA)

www.lpsc.org

Maine

Public Utilities Commission

Consumer Assistance Division

18 State House Station

242 State St.

Augusta, ME 04333-0018

207-287-3831

Toll-free: 1-800-452-4699 (ME)

TTY: 1-800-437-1220 

: maine.puc@maine.gov

www.state.me.us/mpuc

Maryland

Public Service Commission

Six Saint Paul St., 16th Floor

Baltimore, MD 21202-6806

410-767-8000

Toll-free: 1-800-492-0474

TTY: 1-800-201-7165

: mpsc@psc.state.md.us

www.psc.state.md.us

Massachusetts

Department of 

Telecommunications 

and Cable

1000 Washington St., Suite 820 

Boston, MA 02118

617-305-3580

Toll-free: 1-800-392-6066 

(Consumer Line)

TTY: 1-800-974-6006

www.mass.gov/dtc

Michigan

Public Service Commission

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll-free: 1-800-292-9555 (MI)

: mpsc_commissioners@

michigan.gov

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

Consumer Affairs Office

121 7th Pl. E, Suite 350

St. Paul, MN 55101-2147

651-296-0406

Toll-free: 1-800-657-3782

: consumer.puc@state.mn.us

www.puc.state.mn.us

Mississippi

Public Service Commission

PO Box 1174

Woolfolk Building

Jackson, MS 39215

601-961-5430 (Central District)

601-961-5450 (Chairman & 

Northern District)

601-961-5440 (Southern District)

Toll-free: 1-800-356-6430 

(Central District)

Toll-free: 1-800-356-6428 

(Chairman & Northern District)

Toll-free: 1-800-356-6429 (Southern 

District)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services Department

PO Box 360

200 Madison St.

Jefferson City, MO 65102

573-751-3234

Toll-free: 1-800-392-4211 (MO)

TTY: 573-22-9061 or 711

: pscinfo@psc.mo.gov

www.psc.mo.gov

Montana

Public Service Commission

PO Box 202601

Helena, MT 59620-2601

406-444-6199

Toll-free: 1-800-646-6150 (MT)

TTY: 406-444-6199

www.psc.mt.gov
www.pueblo.gsa.gov 2011 Consumer Action Handbook 145

STATE utilities COMMISSIONS

STATE utili

ties COMMISSIONS

Nebraska

Public Service Commission

PO Box 94927

1200 N St., Suite 300

Lincoln, NE 68509-4927

402-471-3101

Toll-free: 1-800-526-0017 (NE)

TTY: 402-471-0213

www.psc.state.ne.us

Nevada

Public Utilities Commission

Consumer Division

1150 E. William St.

Carson City, NV 89701-3109

775-684-6100

702-486-2600 (Las Vegas)

Toll-free: 1-800-992-0900, 

ext. 46101 (NV)

pucweb1.state.nv.us/pucn

New Hampshire

Public Utilities Commission

21 S. Fruit St., Suite 10

Concord, NH 03301-2429

603-271-2431

Toll-free: 1-800-852-3793 (NH)

TTY: 1-800-735-2964 (NH) 

: puc@puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

Division of Customer Assistance

Two Gateway Center, 8th Floor

Newark, NJ 07102

973-648-2350

Toll-free: 1-800-624-0241 (NJ)

Toll-free: 1-800-624-0331 

(Cable Complaint)

www.bpu.state.nj.us

New Mexico

Utilities Division

Public Regulation Commission

Consumer Relations Division

PO Box 1269

Santa Fe, NM 87504-1269

505-827-6940

Toll-free: 1-888-427-5772

TTY: 505-827-6911

: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Department of Public Service

Office of Consumer Services

Three Empire State Plaza

Albany, NY 12223

518-474-7080

Toll-free: 1-800-342-3377 (NY - 

General Complaints)

Toll-free: 1-888-697-7728 

(Competition Information)

: secretary@dps.state.ny.us

www.askpsc.com

North Carolina

NC Utilities Commission

Consumer Services

4325 Mail Service Center

Raleigh, NC 27699-4325

919-733-9277

Toll-free: 1-866-380-9816

: consumer.services@ncmail.

net

www.ncuc.commerce.state.

nc.us

North Dakota

Public Service Commission

12th Floor

600 E. Boulevard Ave., Dept. 408

Bismarck, ND 58505-0480

701-328-2400

TTY: 1-800-366-6888 (ND) 

: ndpsc@nd.gov

www.psc.state.nd.us

Ohio

Ohio Consumers’ Counsel

10 W. Broad St., 18th Floor 

Suite 1800

Columbus, OH 43215

614-466-8574 (outside OH)

Toll-free: 1-877-742-5622

: occ@occ.state.oh.us

www.pickocc.org

Public Utilities Commission

180 E. Broad St.

Columbus, OH 43215

614-466-3292

Toll-free: 1-800-686-7826 (OH)

TTY: 1-800-686-1570 (OH) 

www.puco.ohio.gov

Oklahoma

Corporation Commission

PO Box 52000

Oklahoma City, OK 73152-2000

405-521-2211

Toll-free: 1-800-522-8154 (OK)

TTY: 405-521-3513

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Division

PO Box 2148

550 Capitol St., NE, Suite 215 

Salem, OR 97308-2148

503-378-6600 (Consumer Services)

503-378-8962 (Information Office)

Toll-free: 1-800-522-2404 

(OR Consumer Services)

TTY: 1-800-648-3458 (OR) 

: puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Pennsylvania Office of 

Consumer Advocate

Office of the Attorney General

5th Floor, Forum Place

555 Walnut St.

Harrisburg, PA 17101-1923

717-783-5048 (Utilities Only)

Toll-free: 1-800-684-6560 (PA)

: consumer@paoca.org

www.oca.state.pa.us

Public Utility Commission

Bureau of Consumer Services

PO Box 3265

Harrisburg, PA 17105-3265

717-783-7349

Toll-free: 1-800-782-1110 (Local 

Phone Service Complaints)

Toll-free: 1-800-692-7380 

(Customer Hotline)

www.puc.state.pa.us

Puerto Rico

Public Service Commission

(Pda. 18-Santurce)

500 Ave. Roberto H. Todd

San Juan, PR 00907-3981

787-756-1919
146 www.ConsumerAction.gov 

STATE utilities COMMISSIONS

Rhode Island

Public Utilities Commission

89 Jefferson Blvd.

Warwick, RI 02888

401-941-4500

TTY: 401-277-3500

: consumer.section@ripuc.org

www.ripuc.org

South Carolina

Consumer Services Division

Office of Regulatory Staff

1401 Main St., Suite 900

Columbia, SC 29201

803-737-5230

Toll-free: 1-800-922-1531 (SC)

TTY: 803-737-5175 

TTY: 1-800-334-2217 (SC) 

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave.

Pierre, SD 57501-5070

605-773-3201

Toll-free: 1-800-332-1782 

(Consumer Affairs)

: PUCConsumerInfo@state.

sd.us

www.puc.sd.gov

Tennessee

Tennessee Regulatory 

Authority

Consumer Services Division

460 James Robertson Pkwy.

Nashville, TN 37243-0505

615-741-2904

Toll-free: 1-800-342-8359 

(Consumer Services)

TTY: 1-888-276-0677

www.state.tn.us/tra

Texas

Public Utility Commission

PO Box 13326

1701 N. Congress Ave.

Austin, TX 78711-3326

512-936-7000

Toll-free: 1-888-782-8477 (Hotline)

TTY: 512-936-7136

: customer@puc.state.tx.us

www.puc.state.tx.us

Utah

Public Service Commission

160 E. 300 S

Salt Lake City, UT 84114-6751

801-530-6652

801-530-6716

Toll-free: 1-800-874-0904 (UT)

TTY: 801-530-6769

: psccal@utah.gov

www.psc.utah.gov

Vermont

Public Service Board

112 State St., 4th Floor

Montpelier, VT 05620-2701

802-828-2358

TTY: 1-800-253-0191 (VT)

: psb.clerk@state.vt.us

www.psb.vermont.gov

Virginia

State Corporation Commission

Bureau of Public Utilities

PO Box 1197

Richmond, VA 23218

804-371-9420

Toll-free: 1-800-552-7945 (VA)

TTY: 804-371-9206

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

PO Box 47250

1300 S. Evergreen Park Dr., SW

Olympia, WA 98504-7250

360-664-1160

TTY: 1-800-416-5289

: consumer@utc.wa.gov

www.utc.wa.gov

West Virginia

Public Service Commission

Customer Assistance

201 Brooks St.

PO Box 812

Charleston, WV 25323

304-340-0300

Toll-free: 1-800-642-8544

www.psc.state.wv.us

Consumer Advocate Division

723 Kanawha Blvd., E 

Union Building, Suite 700

Charleston, WV 25301

304-558-0526

www.cad.state.wv.us

Wisconsin

Public Service Commission

Consumer Affairs Unit

PO Box 7854

Madison, WI 53707-7854

608-266-2001

Toll-free: 1-800-225-7729

TTY: 608-267-1479

psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Suite 300

Cheyenne, WY 82002

307-777-7427

Toll-free: 1-888-570-9905 (WY)

TTY: 307-777-7427

: wpsc_complaints@state.wy.us

psc.state.wy.us

 Provided financial support for the publication of the Consumer Action Handbook.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 147

trade & professional associations

trade & professional associations

AFSA Education 

Foundation (AFSAEF) 

919 18th St., NW Suite 300

Washington, DC 20006-5517

202-466-8611

Toll-free: 1-888-400-7577

: info@afsaef.org

www.afsaef.org

The AFSAEF mission is to 

educate all consumers about the 

benefits of responsible money 

management so they can make 

informed financial decisions, 

understand the credit process, 

and seek help if credit problems 

occur. Its MoneySKILL® program 

educates young adults on 

personal finance concepts in 

the areas of income, expenses, 

assets, liabilities, and risk 

management to empower them to 

make sound financial decisions.

American Arbitration 

Association

1633 Broadway, 10th Floor

New York, NY 10019

Toll-free: 1-800-778-7879

www.adr.org

This is a not-for-profit public 

service organization committed 

to the resolution of disputes 

through arbitration, mediation, 

conciliation, and other voluntary 

procedures.

American Association of 

Homes and Services for 

the Aging (AAHSA) 

2519 Connecticut Ave., NW

Washington, DC 20008-1520

202-783-2242

: info@aahsa.org

www.aahsa.org

AAHSA is committed to 

advancing the vision of healthy, 

affordable, ethical aging services 

for America. The association 

represents not-for-profit nursing 

homes, continuing care retirement 

communities, assisted-living and 

senior housing facilities, and 

community service organizations.

American Bankers Association 

(ABA)

1120 Connecticut Ave., NW

Washington, DC 20036

Toll-free: 1-800-226-5377

www.aba.com

ABA represents the concerns 

of banks and their employees. It 

provides consumer education 

materials on request.

American Bar Association

321 N. Clark St.

Chicago, IL 60654-7598

312-988-5000

: askaba@abanet.org

www.abanet.org

The Bar Association publishes 

a directory of state and local 

alternative dispute resolution 

programs and provides consumer 

information on request.

American Cleaning 

Institute® (ACI) 

1331 L St., NW, Suite 650

Washington, DC 20005

202-347-2900

: info@cleaninginstitute.org

www.cleaninginstitute.org

The American Cleaning 

Institute® (formerly the Soap 

and Detergent Association) 

has been providing consumers 

with accurate information about 

cleaning products since 1926. ACI 

is the consumer source for free/

low-cost educational materials 

designated to help individuals, 

families, and communities stay 

clean, safe and healthy at home, 

work, and school.

American Council of 

Life Insurers

101 Constitution Ave., NW 

Suite 700

Washington, DC 20001-2133

202-624-2000

www.acli.com

This association represents the 

interests of over 500 insurance 

companies that provide life 

insurance, pensions and 

annuities, long-term care, and 

disability income insurance.

American Health 

Care Association

1201 L St., NW

Washington, DC 20005

202-842-4444

www.ahca.org

This federation of affiliated state 

health organizations advocates for 

quality care and services for frail, 

elderly, and disabled Americans.

American Institute of Certified 

Public Accountants

(AICPA)

220 Leigh Farm Rd.

Durham, NC 27707

919-402-4500

Toll-free: 1-888-777-7077 

(Ethics Hotline)

: service@aicpa.org

www.aicpa.org

AICPA ensures that accountancy 

gains respect as a profession and 

is practiced by ethical, competent 

professionals.

Contacting Trade & Professional Organizations 

Companies that manufacture similar products or offer similar services often 

belong to an industry association. These associations help resolve problems 

between their member companies and consumers. Most also provide consumer 

information through publications and websites. 

If you have a problem with a company and cannot resolve it by working directly 

with that firm, ask whether the company is a member of an association. Then 

check this section to see whether the association is listed. If the association is 

not included here, your local library has reference materials to help you find the 

appropriate contact.
148 www.ConsumerAction.gov 

trade & professional associations

American Moving and Storage 

Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Toll-free: 1-888-849-2672

: info@moving.org

www.moving.org

AMSA is a national trade 

association offering a wealth 

of information on its consumer 

website, including a Mover 

Referral Service. It also sponsors 

a dispute settlement program to 

help consumers resolve loss and 

damage claims on interstate moves.

American Pharmacists 

Association (APhA)

2215 Constitution Ave., NW

Washington, DC 20037

202-628-4410

Toll-free: 1-800-237-2742

www.pharmacist.com

The APhA empowers its members 

to improve medication use and 

advance patient care through 

information, education, and 

advocacy.

American Society of 

Travel Agents, Inc. (ASTA)

Consumer Affairs

1101 King St., Suite 200

Alexandria, VA 22314

703-739-2782

: consumeraffairs@asta.org

www.astanet.com

ASTA is an association of travel 

industry professionals. It provides 

training and education 

to professionals and travel tips 

for consumers.

America’s Health Insurance 

Plans (AHIP)

601 Pennsylvania Ave., NW

South Bldg., Suite 500

Washington, DC 20004

202-778-3200

www.ahip.org

AHIP is the national association 

representing nearly 1,300 member 

companies providing health 

insurance coverage to more than 

200 million Americans. Member 

companies offer medical, longterm care, disability income, 

dental, supplemental, stop-loss 

insurance, and reinsurance to 

consumers, employers, and 

public purchasers. 

Association of Credit and 

Collection Professionals (ACA)

PO Box 390106

Minneapolis, MN 55439-0106

952-926-6547

: aca@acainternational.org

www.acainternational.org

ACA International is the leading 

trade association for credit and 

collection companies.

ACA International 

Education Foundation

PO Box 390106

Minneapolis, MN 55439

952-926-6547

: aca@acainternational.org

www.askdoctordebt.com

ACA International Education 

Foundation’s primary mission is to 

educate consumers challenged by 

debt. It works to inform consumers 

of their rights when contacted by 

creditors.

Automotive Recyclers 

Association (ARA)

9113 Church St.

Manassas, VA 20110

571-208-0428

Toll-free: 1-888-385-1005

www.a-r-a.org

ARA is dedicated to the efficient 

removal and reuse of automotive 

parts, and the safe disposal of 

inoperable motor vehicles.

Better Hearing 

Institute (BHI)

1441 I St. NW, Suite 700

Washington, DC 20005

202-449-1100

Toll-free: 1-800-327-9355

: mail@betterhearing.org

www.betterhearing.org

BHI is a not-for-profit corporation 

that educates the public about 

hearing loss and what can be done 

about it.

Blue Cross and Blue 

Shield Association

Consumer Affairs

1310 G St., NW

Washington, DC 20005

202-626-4780

www.bluecares.com

BCBSA is a national federation of 

39 independent, community-based 

and locally operated Blue Cross 

and Blue Shield companies. 

Boat Owners Association of 

The United States (BOATU.S.)

880 S. Pickett St.

Alexandria, VA 22304-0730

703-823-9550

703-461-2856

: consumerprotection@

boatus.com

www.boatus.com

my.boatus.com/consumer/

database.aspx, (Consumer 

Complaint Database)

BoatU.S. provides savings, 

service, and representation for 

millions of recreational boat 

owners nationwide.

Cellular Telecommunications 

and Internet Association 

(CTIA)

1400 16th St., NW, Suite 600

202-736-3200

www.ctia.org

CTIA oversees certification 

programs to ensure a high 

standard of quality for wireless 

consumers.

 Provided financial support for the publication of the Consumer Action Handbook.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 149

trade & professional associations

trade & professional associations

Certified Financial Planner 

Board of Standards, Inc. (CFP)

1425 K St., NW, Suite 500

Washington, DC 20005

202-379-2200

Toll-free: 1-888-487-1497

: mail@cfpboard.org

www.cfp.net

Certified Financial Planner 

Board of Standards is a 

regulatory organization that 

fosters professional standards 

in personal financial planning. 

The CFP Board works to ensure 

that the public benefits from 

competent financial planning. 

The CFP Board certifies 

financial planners who meet its 

requirements by granting use of 

its trademarks.

Children’s Advertising Review 

Unit (CARU)

70 W. 36th St., 12th Floor

New York, NY 10018

212-947-5137

Toll-free: 866-334-6272, ext. 111

: caru@caru.bbb.org

www.caru.org

CARU handles consumer 

complaints about truth and 

accuracy of advertising directed to 

children under 12 years of age.

Consumer Electronics 

Association (CEA)

1919 S. Eads St.

Arlington, VA 22202

703-907-7600

Toll-free: 1-866-858-1555

: cea@ce.org

www.ce.org

CEA represents corporations 

involved in the design, 

development, manufacturing, 

and distribution of consumer 

electronics.

Credit Union National 

Association (CUNA)

5710 Mineral Point Rd.

Madison, WI 53705-0431

Toll-free: 1-800-356-9655

www.cuna.org

CUNA provides representation, 

information, and public relations 

for more than 90% of credit unions 

through credit union leagues 

throughout the nation.

Direct Marketing 

Association (DMA)

Department of Corporate 

Responsibility

1615 L St., NW, Suite 1100

Washington, DC 20036

202-955-5030

: consumer@the-dma.org

www.dmachoice.org

The DMA is the trade association 

for organizations involved in direct 

marketing via direct mail, catalogs, 

the Internet, telemarketing, 

magazines, and newspaper and 

TV ads. DMA’s consumer website 

offers consumers options (free of 

charge) to better manage their mail.

Direct Selling 

Association (DSA)

1667 K St., NW

Suite 1100

Washington, DC 20006

202-452-8866

: info@dsa.org

www.dsa.org

DSA is the trade association 

of firms that manufacture and 

distribute goods and services sold 

directly to consumers. 

Distance Education and 

Training Council (DETC)

1601 18th St., NW, Suite 2

Washington, DC 20009

202-234-5100

www.detc.org

The DETC is a voluntary, nongovernmental, educational 

organization that accredits 

distance education institutions.

Financial Industry Regulatory 

Authority (FINRA) 

Office of Dispute Resolution

1736 K St., NW

Washington, DC 20006

301-590-6500 (Call Center)

Toll-free: 1-800-289-9999 (Broker 

Check Hotline)

www.finra.org

FINRA is the largest independent 

regulator for all securities firms 

doing business in the U.S. The 

organization operates the largest 

dispute resolution forum in the 

securities industry for disputes 

between investors and securities 

firms.

Financial Planning 

Association(FPA)

4100 E. Mississippi Ave., Suite 400

Denver, CO 80246-3053

Toll-free: 1-800-322-4237

: fpa@fpanet.org

www.fpanet.org

The FPA is a leadership and 

advocacy organization connecting 

those who provide services with 

the consumers they serve. This 

organization is a resource for 

the public to find educational 

resources and financial planners 

to deliver advice using an ethical, 

objective, client-centered process.

Food Marketing 

Institute (FMI)

2345 Crystal Dr., Suite 800

Arlington, VA 22202

202-452-8444

www.fmi.org

FMI conducts programs in 

research, education, industry 

relations, and public affairs on 

behalf of grocery retailers and 

wholesalers.

Grocery Manufacturers 

Association (GMA)

1350 I St. NW, Suite 300

Washington, DC 20005

202-639-5900

Toll-free: 1-800-355-0983

www.gmaonline.org

www.makingfoodbetter.com

GMA represents food, beverage, 

and consumer products companies. 

The Association helps to 

ensure the safety and security of 

consumer packaged goods. 

Insurance Information Institute 

(III)

Consumer Affairs

110 William St.

New York, NY 10038

212-346-5500

: info@iii.org

www.iii.org

III is a nonprofit, communications 

organization supported by the 

property/casualty insurance 

industry that works to improve 

public understanding of 

insurance.
150 www.ConsumerAction.gov 

trade & professional associations

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. 

International Cemetery, 

Cremation and Funeral 

Association (ICCFA)

107 Carpenter Dr.

Suite 100

Sterling, VA 20164

703-391-8400

Toll-free: 1-800-645-7700

www.iccfa.com

ICCFA is the trade association 

dedicated to funerals and final 

resting places. It provides 

management guidance to 

members and advocates for 

consumer choice and dispute 

resolution in circumstances 

surrounding final arrangements.

Mortgage Bankers Association 

of America (MBA)

1717 Rhode Island Ave., NW 

Suite 400

Washington, DC 20036

202-557-2700

www.mbaa.org

The MBA is the national 

association representing the 

real estate finance industry, 

including mortgage banking firms, 

commercial banks, life insurance 

companies, title companies, and 

savings and loan associations.

Mystery Shopping Providers 

Association (MSPA)

4230 LBJ Freeway, Suite 414

Dallas, TX 75244

www.mysteryshop.org

The MSPA is the largest 

professional trade association 

dedicated to improving service 

quality using anonymous 

resources.

National Advertising Review 

Council (NARC)

National Advertising Division

70 W. 36th St., 13th Floor

New York, NY 10018

Toll-free: 1-866-334-6272

www.narcpartners.org

www.nadreview.org

NARC fosters truth and accuracy 

in national advertising through 

voluntary self-regulation.

National Association of 

Attorneys General (NAAG)

2030 M St., NW, 8th Floor

Washington, DC 20036

202-326-6000

www.naag.org

This organization facilitates 

communication among attorneys 

general, who are responsible 

for enforcing civil laws in their 

respective states. The AG offices 

often oversee state government 

regulation agencies and represent 

the public interest.

National Association of 

Home Builders (NAHB)

1201 15th St., NW

Washington, DC 20005

202-266-8200

Toll-free: 1-800-368-5242

: info@nahb.com

www.nahb.org

NAHB’s mission is to enhance 

the climate for housing and the 

building industry.

National Association of 

Insurance Commissioners 

(NAIC)

Executive Headquarters

2301 McGee St., #800

Kansas City, MO 64108

816-842-3600

Toll-free: 1-866-470-6242

: webpost@naic.org

www.naic.org 

www.InsureUonline.org

(consumer insurance information)

NAIC is a national organization 

of insurance regulators. The 

organization helps insurance 

regulators facilitate the fair and 

equitable treatment of insurance 

consumers and promote 

competitive markets.

National Association 

of Professional 

Insurance Agents (PIA)

400 N. Washington St.

Alexandria, VA 22314

703-836-9340

: piainfo@pianet.org

www.pianet.com

This association provides 

practical advice about purchasing 

personal insurance through its 

national outreach program.

National Association 

of Realtors (NAR)

430 N. Michigan Ave.

Chicago, IL 60611-4087

312-329-8200

Toll-free: 1-800-874-6500

www.realtor.org

NAR, organization of real estate 

agents, develops standards for 

effective and ethical real estate 

business practices.

National Foundation for Credit 

Counseling (NFCC)

801 Roeder Rd., Suite 900

Silver Spring, MD 20910

Toll-free: 1-800-388-2227

www.nfcc.org

The NFCC promotes the national 

agenda for financially responsible 

behavior and builds capacity for 

its members to deliver the highestquality financial education and 

counseling services.

National Funeral Directors 

Association (NFDA)

13625 Bishop’s Dr.

Brookfield, WI 53005-6607

262-789-1880

Toll-free: 1-800-228-6332

: nfda@nfda.org

www.nfda.org

NFDA helps consumers make 

informed decisions about funeral 

services and offers a third-party 

dispute resolution program for 

complaints regarding funeral 

homes.

 Provided financial support for the publication of the Consumer Action Handbook.
www.pueblo.gsa.gov 2011 Consumer Action Handbook 151

trade & professional associations

trade & professional associations

National Futures 

Association (NFA) 

300 S. Riverside Plaza, Suite 1800

Chicago, IL 60606-6615

312-781-1300

Toll-free: 1-800-621-3570

: information@nfa.futures.org

www.nfa.futures.org

NFA is the industry-wide selfregulatory organization for 

the U.S. futures industry. NFA 

provides innovative and efficient 

regulatory programs and services 

that safeguard the integrity of the 

derivatives markets. Consumers 

should contact NFA regarding any 

firm or individual who solicits them 

for investments in futures, options 

on futures, or foreign currency.

National Institute for 

Automotive Service 

Excellence (ASE) 

101 Blue Seal Dr., SE, Suite 101

Leesburg, VA 20175

703-669-6600

Toll-free: 1-888-273-8378

: webmaster@ase.com

www.ase.com

ASE is an independent 

organization that works to 

improve the quality of automotive 

service and repair through 

the voluntary testing and 

certification of automotive repair 

professionals. ASE publishes 

several consumer publications 

about auto maintenance and 

repair.

North American Consumer 

Protection Investigators 

(NACPI)

: webmaster@nacpi.org

www.nacpi.org

NACPI provides training and 

support for consumer protection 

investigators in government 

agencies at all levels. NACPI 

does not investigate individual 

consumer complaints, but helps 

investigators share information of 

mutual concern.

North American Securities 

Administrators Association, 

Inc. (NASAA)

750 1st St., NE, Suite 1140

Washington, DC 20002

202-737-0900

: info@nasaa.org

www.nasaa.org

NASAA is an international 

organization devoted to investor 

protection. NASAA is the voice 

of the 50 state securities agencies 

responsible for grassroots 

investor protection, investor 

education, and efficient capital 

formation.

Tire Industry 

Association (TIA)

1532 Pointer Ridge Pl., Suite G

Bowie, MD 20716-1883

301-430-7280

Toll-free: 1-800-876-8372

: info@tireindustry.org

www.tireindustry.org

TIA represents all members of the 

tire industry, including companies 

that manufacture, sell, recycle, 

or retread tires, along with their 

suppliers.

Toy Industry 

Association, Inc. (TIA)

1115 Broadway, Suite 400

New York, NY 10010

212-675-1141

: info@toyassociation.org

www.toy-tia.org

www.toyinfo.org

TIA is the not-for-profit trade 

association for producers and 

importers of toys and youth 

entertainment products sold in 

North America. 

United States Tour 

Operators Association 

(USTOA)

275 Madison Ave., Suite 2014

New York, NY 10016

212-599-6599

: information@ustoa.com

www.ustoa.com

USTOA is comprised of 

companies that conduct business 

in the U.S. and offer tours and 

packages throughout the world.
152 www.ConsumerAction.gov 

index

A

AARP

contact information, 113

retirement planning resource, 39

ABA. See American Bankers Association; 

American Bar Association

ACA International Education Foundation, 148

Adjustable-rate mortgages, 24, 25

Administration for Children and Families, 102

Administration on Aging, 103

Advance medical directives, 51

Advertisements

fraudulent employment opportunity 

advertisements, 18

Standard Directory of Advertisers, 73

Affordable Care Act, 30

AFSA Education Foundation, 147

Aging. See Elderly persons; Medicare; 

Retirement plans; specific organizations

AHA. See American Hospital Association

Air Force Community Readiness and Family 

Support, 60

Air travel

airline fees, 48

delayed or canceled flights, 47, 48

delayed or damaged baggage, 47

lost baggage, 47-48

overbooked flights, 48

tarmac delays, 48

Airlines. See Air travel

A.M. Best

insurance company ratings, 29

AMA. See American Medical Association

American Arbitration Association, 147

American Association of Homes and 

Services for the Aging, 22, 147

American Association of Retired Persons. 

See AARP

American Bankers Association, 147

American Bar Association, 147

American Cleaning Institute, 147

American Consumer Credit Counseling, 14

American Council of Life Insurers, 29, 147

American Council on Consumer Interests, 

113

American Council on Science and Health, 

113

American Health Care Association, 147

American Hospital Association, 21

American Institute of Certified Public 

Accountants, 147

American Medical Association, 21

American Moving and Storage Association, 

148

American Pharmacists Association, 148

American Savings Education Council, 39

American Society of Travel Agents, Inc., 148

Americans with Disabilities Act, information 

line, 106

America’s Health Insurance Plans, 148

Annual Percentage Rate, 6, 11, 12, 16, 25, 61

APR. See Annual Percentage Rate

Arbitration, for dispute resolution, 56

Armed forces. See Military personnel

ARMs. See Adjustable-rate mortgages

Assisted-living facilities, 22-23. See also Longterm care insurance; Nursing homes

Assisted Living Federation of America, 23

Association of Credit and Collection 

Professionals, 148

Association of Independent Consumer Credit 

Counseling Agencies, 15

ATM cards

overdraft protections, 4

reporting missing cards, 4

using, 3

Attorneys. See Lawyers

Auctions, online, 45

Automobiles. See Cars

Automotive Recyclers Association, 148

Aviation Consumer Protection Division, 107

B

Baggage

airline fees for, 48

delayed or damaged, 47

insurance coverage, 32

lost bags, 47-48

Balloon mortgage, 24

Bankruptcy

credit reports and scores and, 12

filing for, 15

personal, 15

Banks and banking

ATM/debit cards, 3-4

checking accounts, 5

FDIC insurance for, 37

savings accounts, 5, 37

state banking authorities, 5, 130-133

BBBs. See Better Business Bureaus

Better Business Bureaus

BBB Auto Line, 65

BBB Military Line, 60

BBB OnLine, 34

description of services, 55, 67

state-by-state listing and contact 

information, 67-72

Better Hearing Institute, 148

Blind persons, services for, 60

Blue Cross and Blue Shield Association, 148

Boat Owners Association of the United 

States, 148

Bonds. See Investments

Brokers

financial, 38

real estate, 25

Bundling, 33, 39, 49

Bureau of Consumer Financial Protection, 10

Bureau of Consumer Protection, 110

Bureau of the Public Debt, 108

Buy Here, Pay Here lots, 1

C

Cable TV service, 49

Call for Action consumer hotlines, 55

Cars

BBB Auto Line, 65

buying tips, 6

choosing a safe vehicle, 8

contact information, 64-65

dealer versus private-party purchases, 7

dispute resolution programs, 65-66

fuel economy, 6

insurance for, 29

leasing, 8

“lemon” laws, 8-9, 66

new, 6

recalls, 8

rentals, 9

repairs, 1, 9-10

reporting safety hazards, 57

repossessions, 10

“secret warranties,” 8

tire replacement, 9

title loans, 10, 61

used, 6-7

CDC. See Centers for Disease Control and 

Prevention

Cell phones

services, 40

telemarketing and, 46

Cellular Telecommunications and Internet 

Association, 148

Cemeteries. See also Funerals

for veterans, 53

Center for Auto Safety, 7, 9, 113

Center for Food Safety and Applied Nutrition 

Information Line, 104

Center for Nutrition Policy and Promotion, 

19, 100

Center for Science in the Public Interest, 113

Center for the Study of Services, 59, 113

Centers for Disease Control and Prevention

contact information, 103

fertility clinic success rates, 22

food safety, 19

health-related travel information, 49

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. 73), 

and “Automotive Manufacturers and Dispute Resolution Resources” (p. 64).
www.pueblo.gsa.gov 2011 Consumer Action Handbook 153

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index

HIV/AIDS Prevention Division, 103

National STD Hotline, 103

Centers for Medicare & Medicaid Services, 

23, 103

Certified Financial Planner Board of 

Standards, 39, 149

CFTC. See U.S. Commodity Futures Trading 

Commission

Checking accounts, general information, 5

Checks, unsolicited, 5

Child Support Enforcement, Office of, 103

Child Welfare Information Gateway, 102

Children

advance medical directives and, 51

government agency sources, 102

information for parents of children with 

disabilities, 59, 60

insurance coverage, 30

Internet and, 34, 35

Children’s Advertising Review Unit, 149

Children’s Online Privacy Protection Act, 34

Cities, consumer protection offices, 116-120

Citizenship, passports and, 48-49, 107

Civil Rights, Commission on, 100

Civil Rights, Office for, 43, 101, 102

Coalition Against Insurance Fraud, 113

COBRA. See Consolidated Omnibus Budget 

Reconciliation Act

College Cost Reduction and Access Act, 17

Colleges and universities

diploma mills, 17

financing options, 16-17

Commissaries and exchanges, for military 

personnel, 62

Commission on Accreditation of 

Rehabilitation Facilities, 23

Commission on Civil Rights, 100

Commodity Exchange Act, 38

Complaints. See also Directories

contacting the seller, 54

contacting third parties, 54-56

credit bureaus, 11

credit cards, 11

debt collectors, 14

dispute resolution programs, 56, 65-66

filing steps, 54

funerals, 53

health care providers, 22

legal help and information, 56-57

recovery services, 55

reporting fraud and safety hazards, 57

sales calls, 44

sample complaint letter, 58

small claims court, 56

written, 54, 58

Comptroller of the Currency, Office of the, 5, 

12, 108

Computers. See Internet; Software

Conciliation, for dispute resolution, 56

Consolidated Omnibus Budget Reconciliation 

Act, insurance coverage, 30

Consumer Action, 113

Consumer Advocate, U.S. Postal Service, 112

Consumer Affairs Service, 108

Consumer Center, 109

Consumer Electronics Association, 149

Consumer Federation of America, 114

Consumer Leasing Act, 8

Consumer organizations. See also specific 

organizations

corporate consumer contacts, 73-99

description of services, 55

list of, and contact information, 113-115

state, county, and city consumer 

protection offices, 116-129

Consumer Product Safety Commission

contact information, 100

reporting toy safety hazards to, 57

Consumer protection offices, state-by-state 

listing, 116-129

Consumer Reporting Agencies, 12-13

Consumer rights

credit, 11

debt collection, 14

financial protection, 10

health insurance claims, 30

illegal questions when applying for credit, 

10

installment loans, 16

out-of-control debt, 14-15

payday loans, 16, 61

shopping from home, 44

tax refund loans, 16, 61

Consumer tips and warnings, 1

Consumers Union, 8, 59, 114

Convenience checks, 5

Cooling-off period. See 3-Day Cooling-Off 

Rule

Copyright issues, Internet and, 34

Corporations

contact information, directory of, 73-99

financial condition ratings, 37

Council for Higher Education, 17

Council of Better Business Bureaus, Inc., 67

Counties, consumer protection offices, 

116-129

CPSC. See Consumer Product Safety 

Commission

Craigslist, 35

Cramming, telephone service and, 40

Credit. See also Debt; Loans

consumer rights, 11

debt management, 14-15

Equal Credit Opportunity Act provisions, 

10

illegal questions when applying for, 10

information sources, 11

privacy issues, 43

unsolicited offers of, 5

Credit bureaus

complaints about, 11

contact information, 12

free credit reports, 13, 42

reporting identity theft to, 42

Credit Card Accountability Responsibility and 

Disclosure Act, provisions, 4, 12

Credit cards. See also ATM cards; Debit 

cards; Prepaid cards

billing disputes, 11-12

cash advances, 1

comparing cards, 11

complaints about, 11

fees and finance charges, 11

general information, 11

lost or stolen, 14

low-interest offers, 1

paying for travel with, 47

skipping payments, 1, 14

Credit counseling, 14-15

Credit insurance, 15

Credit Repair Organizations Act, 14

“Credit repair” scams, 13

Credit reports and scores

checking annually, 42

FICO score, 12-13

free reports, 11, 13

negative information and, 13-14

tips for building a better score, 13

Credit Union National Association, 149

Credit unions

debt counseling, 14

description, 5

CU. See Consumers Union

D

Deaf or hard of hearing persons, telephone 

services for, 59

Debit cards

overdraft protections, 4

reporting missing cards, 4

using, 3-4

Debt. See also Bankruptcy; Credit; Loans

counseling services, 14-15

managing, 14

Diets and dieting. See Weight loss

Direct Marketing Association, 45, 149

Direct Selling Association, 149

Directories

Better Business Bureaus, state-by-state 

listing, 67-72

car manufacturers, 64-65

corporate consumer contacts, 73-99

dispute resolution programs, 65-66

Dun & Bradstreet Directory, 73

federal government agencies, 100-112

national consumer organizations, 113-115

Standard Directory of Advertisers, 73

state, county, and city consumer 

protection offices, 116-129

state banking authorities, 130-133

state insurance regulators, 134-138

state securities administrators, 139-142

state utilities commissions, 143-146

trade and professional associations, 

147-151

Trade Names Directory, 73

Disabilities, persons with

Americans with Disabilities Act 

information line, 106

services and resources for, 59, 60, 110

wounded armed services members, 62

Disability Employment Policy, Office of, 107

Disability insurance, 29-30

Discrimination, housing, 24

Dispute resolution programs, 56, 65-66
154 www.ConsumerAction.gov 

index

Distance Education and Training Council, 149

Do Not Call Registry, 46

Do Not Resuscitate orders, 51

Doctors, choosing, 22

DOE. See U.S. Department of Energy

DOI. See U.S. Department of the Interior

DOL. See U.S. Department of Labor

DOT. See U.S. Department of Transportation

Dumpster divers, 5, 41

Dun & Bradstreet Directory, 73

Durable power of attorney for health care, 23

E

E-mail. See Internet

Earth 911 hotline, 21

ED. See U.S. Department of Education

EDPUBS. See Education Publications Center

Education. See Colleges and universities; 

Student financial aid

Education Publications Center, 101

EEOC. See Equal Employment Opportunity 

Commission

Eldercare Locator, 22, 103

Elderly persons. See also Medicare

American Association of Homes and 

Services for the Aging, 22

assisted-living facilities, 22-23

Eldercare Locator, 22, 103

long-term care insurance, 32

nursing homes, 22-23

retirement planning, 39

Electricity, questions to ask about, 50

Emergency preparedness, information 

sources, 59, 105

Employee Benefits Security Administration, 

106

Employment

Internet-based opportunities, 19

multi-level marketing plans, 18-19

mystery shopper jobs, 18

Occupational Outlook Handbook from the 

U.S. Department of Labor, 16

Unemployment Insurance Program, 19

work-at-home opportunities, 1, 18

Employment agencies, 18

Energy Efficiency and Renewable Energy, 102

Energy Star Program, 21, 108

Environmental issues

buying “green” products, 21, 50

Going Green, 20-21

reusing and recycling, 21

Environmental Protection Agency

Energy Savers site, 50

Energy Star Program, 21, 108

Indoor Environments Division, 109

National Pesticide Information Center, 109

National Service Center for Environmental 

Publications, 109

safe disposal of hazardous products, 21

Safe Drinking Water Hotline, 51, 109

WaterSense program, 51

EPA. See Environmental Protection Agency

Equal Credit Opportunity Act, 10

Equal Employment Opportunity Commission, 

109

Equifax, 12

Estate planning. See Wills

Executors, for wills, 52

Experian, 12

Extended warranties, 2

F

FAA. See Federal Aviation Administration

Facebook, 35

FAFSA. See Free Application for Federal 

Student Aid

Fair Credit and Charge Card Disclosure Act, 

11

Fair Credit Billing Act, 11, 44

Fair Credit Reporting Act, 13, 43

Fair Debt Collection Practices Act, 14

Fair Housing and Equal Opportunity, 105

Fair Housing and Equal Opportunity Act, 24

Families. See also Children

family centers and programs for military 

personnel, 60-62

government agency sources, 102

Families USA, 114

Family and Morals, Welfare and Recreation 

Command Family Programs, 61

FCC. See Federal Communications 

Commission

FCIC. See Federal Citizen Information Center

FDA. See Food and Drug Administration

FDIC. See Federal Deposit Insurance 

Corporation

Federal Aviation Administration, 107

Federal Citizen Information Center, 59, 110

Federal Communications Commission

Consumer Center, 109

Internet safety information, 35

slamming and cramming reports, 40

telephone service, 39, 40

Wireless Telecommunications Bureau, 109

Federal Deposit Insurance Corporation

bank account insurance, 37

Consumer Response Center, 11

contact information, 109

financial privacy and, 42-43

unsolicited checks and credit offers and, 5

Federal Emergency Management Agency, 

105

Federal Housing Administration

contact information, 105

home loans, 24

Federal Motor Carrier Safety Administration, 

107

Federal Relay Service, 59

Federal Reserve System

choosing a credit card, 11

consumer guide to auto leasing, 8

Consumer Help, 109

contact information, 109

credit protection laws guide, 11

mortgage transfer rules, 25

Federal Student Aid Information Center, 17, 

101

Federal Trade Commission

Bureau of Consumer Protection, 110

Buyer’s Guide for cars, 7

credit and consumer rights publications, 

11

fraudulent employment opportunity 

advertisements, 18

Funeral Rule, 52-53

housing counseling, 26

identity theft reports, 42

“Internet Auctions: A Guide for Buyers 

and Sellers,” 45

Internet-based business opportunities, 19

Internet services and, 33, 34, 35

“Mortgage Servicing: Making Sure Your 

Payments Count,” 25

OnGuardOnline site, 35

reporting fraud to, 57

robocalls, 46

shopping from home rules, 44

spam, reporting, 36

telemarketing rules, 46

3-Day Cooling-Off Rule, 27, 44

Federal Work-Study Program, 17

Federation of American Consumers and 

Travelers, 114

Federation of State Medical Boards, 22

FEMA. See Federal Emergency Management 

Agency

Fertility clinics, success rates, 22

FHA. See Federal Housing Administration

FICO scores, 12-13

File sharing, online, 33-34

Financial brokers and advisors, selecting, 38

Financial Industry Regulatory Authority

contact information, 149

dispute resolution programs, 56

Market Data Center, 37

Mutual Fund Expense Analyzer, 37

toll-free telephone number, 38

Financial Planning Association, 149

Financial privacy, 42-43

FINRA. See Financial Industry Regulatory 

Authority

Fish and Wildlife Service, 106

Fixed-rate mortgages, 24, 25

Fleet and Family Support Programs, 61

Flood insurance, 31, 105

Flying. See Air travel

Food. See also Nutrition

Food Information and Seafood Hotline, 19

resources, 19

safety issues, 19-20, 57

Food, Nutrition and Consumer Services, 100

Food and Drug Administration

Food Information and Seafood Hotline, 19

online prescription drug purchases, 23

recall information, 2

reporting safety hazards to, 57

Food Marketing Institute, 149

Foreclosure

avoiding, 25-26

of leased properties, 28

scams involving, 26, 27

Fraud. See also Identity theft
www.pueblo.gsa.gov 2011 Consumer Action Handbook 155

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index

common scams, 3

credit bureaus and, 12

credit card information and, 14

diploma mills, 17

fraudulent employment opportunity 

advertisements, 18

HHS-TIPS fraud hotline, 102

identifying and stopping, 3

insurance, 32

Internet and, 34-36

Internet-based business opportunities, 19

investments and, 38

Medicare, 22

mortgage and foreclosure scams, 26, 27

reporting, 57

scholarship scams, 17

student financial aid scams, 17

telephone services, 40

timeshare properties, 49

tips on avoiding, 1, 3

weight loss programs, 20

Free Application for Federal Student Aid, 17

FSAIC. See Federal Student Aid Information 

Center

FTC. See Federal Trade Commission

Funeral Consumers Alliance, 53, 114

Funeral Service Consumer Assistance 

Program, 53

Funerals. See also Wills

costs involved, 52

Funeral Rule on, 52-53

planning for, 53

G

General Services Administration

Federal Citizen Information Center, 110

recall information, 2

Surplus Federal Property Sales, 110

telephone relay service, 59

GetNetWise, 35

Gift cards, 4

Gold, investing in, 38

Government agencies. See also specific 

agencies

directory of, 100-112

federal job announcements, 18

federal student aid, 16, 17

link to government representatives, 

services, and information, 59

recall information, 2

Government Printing Office, 111

GPO. See Government Printing Office

Grants, for education, 17

Green Good Housekeeping Seal of Approval, 

21

“Green” products, 21

Grocery Manufacturers Association, 149

GSA. See General Services Administration

Gym memberships, signing up for, 20

H

Handbook

classroom copies for teachers, 59

tips on using, 1

Health care

advance medical directives and, 51

choosing a doctor, 22

complaints about, 22

Do Not Resuscitate orders, 51

durable power of attorney, 23

health-related travel information, 49

medical identity theft, 42

medical privacy, 43

Medicare fraud, 22

prescription drugs, 23

reporting safety hazards, 57

Web site resources, 21-22

Health care facilities

local, 21

selection criteria, 22-23

Health care professionals, choosing, 22

Health insurance. See also Long-term care 

insurance

group policies, 30

international health care plans, 32

medical identity theft, 42

new provisions, 30

questions to ask about, 31

types of plans, 30-31

Health Insurance Portability and 

Accountability Act

Privacy Rule, 43

Health Maintenance Organizations

description, 30

Medicare beneficiaries, 31

Health records, 43

HealthFinder.gov, 21

HealthierUS.gov, 21

Hearing loss. See Deaf or hard of hearing 

persons

HHS. See U.S. Department of Health and 

Human Services

Higher education. See Colleges and 

universities; Student financial aid

HIPAA. See Health Insurance Portability and 

Accountability Act

HIV/AIDS Prevention, 103

HMOs. See Health Maintenance 

Organizations

Home equity loans, 15-16

Home improvements. See also Repairs

contractor selection tips, 27

getting a second opinion, 1

3-Day Cooling-Off Rule, 27

Home inspections, 24

Homeowner’s HOPE hotline, 27, 28

Homeowners’ insurance, 31

Hotlines

Auto Safety Hotline, 66

Call for Action consumer hotlines, 55

Earth 911, 21

Food Information and Seafood Hotline, 19

HHS-TIPS fraud hotline, 102

Homeowner’s HOPE, 27, 28

Meat and Poultry Hotline, 20, 100

National Insurance Crime Bureau, 29

National STD Hotline, 103

Safe Drinking Water Hotline, 51, 109

Housing. See also Home equity loans; 

Home improvements; Mortgages; U.S. 

Department of Housing and Urban 

Development

buying a home, 24-25

counseling, 11, 24, 26

discrimination, 24

foreclosure avoidance, 25-26

Homeowner’s HOPE hotline, 27, 28

homeowners’ insurance, 31

moving companies, 26-27

rent-to-own properties, 1, 26

renters’ insurance, 31

renting or leasing properties, 28

rights of persons with disabilities, 60

HUD. See U.S. Department of Housing and 

Urban Development

I

Identity theft. See also Fraud; Privacy issues

insurance, 32

medical identity theft, 42

online purchases and, 34-35

prevention tips, 41-42

reporting, 42

IIHS. See Insurance Institute for Highway 

Safety

InCharge Institute of America, 14

Income-Based Repayment plan, for federal 

loans, 17

Individual retirement accounts. See 

Investments

Indoor Environments Division, 109

Installment loans, 16

Insurance

auto, 29

credit, 15

disability, 29-30

flood, 31, 105

fraud, 32

general tips, 29

health care, 30-31

homeowners’, 31

identity-theft, 32

international health care, 32

liability, 32

life, 29, 31-32

long-term care, 32

private mortgage, 25

renters’, 31

state insurance regulators, directory of, 

134-138

travel, 32

umbrella policies, 32

Insurance Information Institute, 149

Insurance Institute for Highway Safety, 8

Interest rates. See also Loans; Mortgages

on credit cards, 12

rent-to-own purchases, 1

savings and checking accounts, 5

Internal Revenue Service, 108

International Association of Lemon Law 

Administrators, 66

International Association of Movers, 150

International Cemetery, Cremation and 

Funeral Association, 150

International health care insurance, 32

Internet. See also specific Web sites

bundling services, 33, 39, 49

business opportunities, 19

computer threat alerts, 35

copyright issues, 34
156 www.ConsumerAction.gov 

index

file sharing, 33-34

firewalls for, 41

fraud issues, 34-36

investing online, 38

online auctions and sellers, 45

online prescription drug purchases, 23

online privacy, 43

online shopping, 44-45

phishing, 35-36

protecting children, 34

service provider selection, 33, 36

social networking, 35

spam, 36

TV service, 49

unwanted e-mail, 45

Voice over Internet Protocol telephone 

service, 41

Internet Keep Safe Coalition, 35

Investments

financial brokers and advisors, 38

fraud issues, 38

gold, 38

online trading, 38

publications concerning, 37

questions to ask before investing, 36-37

retirement plans, 37, 39

risk-free, 1

state securities administrators, 139-142

state securities regulators, 38

types (table), 37

Investopedia, 39

Investor Education and Advocacy, Office of, 

111

IRAs, 36, 37

IRS. See Internal Revenue Service

J

JCAHO. See Joint Commission on 

Accreditation of Healthcare 

Organizations

Job Corps, 106

Jobs. See Employment

John Warner National Defense Authorization 

Act, Talent-Nelson amendment, 61

Joint Commission on Accreditation of 

Healthcare Organizations, 22

Jump $tart Coalition for Personal Financial 

Literacy, 114

K

Kelley Blue Book, 6-7

Kids in Danger, 114

L

Land sales, 106

Landlords, 28

Lawyers

bankruptcy filing, 15

filing complaints and, 56-57

free legal help, 57

initial consultation, 56-57

selection criteria, 56

wills and, 52

Leases

cars, 8

houses, 28, 31

Leasing properties. See Renting or leasing 

properties

Legal Aid offices, 57

Legal Services Corporation offices, 57

“Lemon” laws, 8-9, 66

Letters, for written complaints, 54, 58

Liability insurance, 32

Libraries

blind and physically handicapped 

persons, 60

information source for, 59

medical, 21

Life insurance

information sources, 29

term policies, 31-32

universal life policies, 32

whole life policies, 32

LinkedIn, 35

Living wills, 51

Loans. See also Banks and banking; Credit; 

Debt; Mortgages

car title loans, 10, 61

home equity, 15-16

installment, 16

payday, 1, 16, 61

predatory lending restrictions, 61

student, 16-17

tax refund, 1, 16, 61

Long-term care insurance, 32. See also 

Assisted-living facilities; Nursing homes

LSC Public Affairs, 57

M

Mail, unwanted, 45

Making Home Affordable program, 26, 27, 28

Manufactured Housing Programs, Office of, 

105

Marine Corps Community Services, 60

Mayo Clinic, 21

MCCS. See Marine Corps Community 

Services

Media, consumer complaint resolution and, 

56

Mediation, for dispute resolution, 56

Medicaid. See also Centers for Medicare and 

Medicaid Services

coverage, 30

Medical devices, reporting safety hazards, 57

Medical identity theft, 42

Medical Information Bureau, 43

Medical Library Association, 21

Medical privacy, 43

Medicare. See also Centers for Medicare and 

Medicaid Services

fraudulent claims, 22

HMO programs, 31

nursing home facilities, 22

prescription drug coverage, 23, 30

Medicare Rights Center, 114

MedlinePlus, 19, 21

MIB. See Medical Information Bureau

Military HOMEFRONT, 61

Military OneSource, 62

Military personnel. See also U.S. Department 

of Defense; Veterans

BBB Military Line, 60

cemeteries for veterans, 53

commissaries and exchanges, 62

family support organizations, 60-62

home loans, 24

predatory lending and, 61

wounded armed service member 

resources, 62

Military Sentinel, 61

Money Management International, 14

Moody’s Investors Services

corporate financial condition ratings, 37

insurance company ratings, 29

Mortgage Bankers Association of America, 

25, 150

Mortgages. See also Home equity loans; 

Housing; Loans

choosing a lender, 25

down payments, 25

private mortgage insurance, 25

refinancing, 25

scams involving, 26, 27

transfers, 25

types of (table), 24

Motorist Assurance Program, 66

Moving companies, 26-27

Multi-level marketing plans, 18-19

Mutual funds, 37

MyArmyLifeToo, 61

MyMoney, 39

Mystery Shopping Providers Association, 150

Myvesta, 14

N

NADA. See National Automobile Dealers 

Association

NASFAA. See National Association of 

Student Financial Aid Administrators

National Advertising Review Council, 150

National Association of Attorneys General, 

150

National Association of Boards of Pharmacy, 

23

National Association of Consumer Agency 

Administrators, 115

National Association of Home Builders, 150

National Association of Insurance 

Commissioners, 29, 150

National Association of Professional 

Insurance Agents, 150

National Association of Realtors, 150

National Association of Student Financial Aid 

Administrators

“Cash for College Guide,” 16

loan forgiveness and reduction 

information, 17

National Automobile Dealers Association

contact information, 66

Official Used Car Guide, 6

National Center for Missing and Exploited 

Children, 35

National Community Reinvestment Coalition, 

115

National Consumer Law Center, 11, 115
www.pueblo.gsa.gov 2011 Consumer Action Handbook 157

index

index

National Consumer Protection Technical 

Resource Center, 115

National Consumers League, 39, 115

National Contact Center, 106

National Council on Disability, 60, 110

National Council on the Aging, 115

National Credit Union Administration

contact information, 110

unsolicited checks and credit offers and, 5

National Crime Prevention Council, 35

National Cyber Security Alliance, 35

National Disability Rights Network, 60

National Flood Insurance Program, 31, 105

National Foundation for Credit Counseling, 

14-15, 150

National Funeral Directors Association, 150

National Futures Association, 38, 151

National Health Information Center, 102

National Highway Traffic Safety 

Administration, 7, 8, 9, 57, 107

National Institute for Automotive Service 

Excellence, 151

National Institute of Allergy and Infectious 

Diseases, 104

National Institute of Food and Agriculture, 

59, 100

National Institute of Mental Health, 22

National Institutes of Health, 104

National Insurance Crime Bureau, hotline, 29

National Legal Aid and Defender Association, 

57

National Library Service for the Blind and 

Physically Handicapped, 60

National Park Service, 106

National Pesticide Information Center, 109

National Resource Directory, 62

National Runaway Switchboard, 102

National Service Center for Environmental 

Publications, 109

National STD Hotline, 103

Natural disasters. See Emergency 

preparedness

Natural gas, 50

NCD. See National Council on Disability

NCUA. See National Credit Union 

Administration

NFCC. See National Foundation for Credit 

Counseling

NHTSA. See National Highway Traffic Safety 

Administration

NIFA. See National Institute of Food and 

Agriculture

NIH. See National Institutes of Health

NIMH. See National Institute of Mental Health

North American Consumer Protection 

Investigators, 151

North American Securities Administrators 

Association, 38, 151

Nursing Home Compare, 22

Nursing homes. See also Assisted-living 

facilities; Long-term care insurance

long-term care insurance and, 32

selection of, 22-23

Nutrition. See also Food; Weight loss

federal dietary guidelines, 19

resources, 19, 100

O

Occupational Safety and Health 

Administration, 106

Office of Child Support Enforcement, 103

Office of Disability Employment Policy, 107

Office of Investor Education and Advocacy, 

111

Office of Manufactured Housing Programs, 

105

Office of Personnel Management, 110

Office of Postsecondary Education, 101

Office of RESPA and Interstate Land Sales, 

106

Office of Special Education and Rehabilitative 

Services, 101

Office of Thrift Supervision, 108

Office of Vocational and Adult Education, 102

Online issues. See Internet

OPM. See Office of Personnel Management

Opt-out, 45

OSHA. See Occupational Safety and Health 

Administration

Overseas Citizens Services, 107

P

Partnership for Food Safety Education, 19-20

Passport requirements, 48-49

Patents, 101

Pay-as-you-go telephones, 41

Payday loans, 1, 16, 61

PBGC. See Pension Benefit Guaranty 

Corporation

Pension Benefit Guaranty Corporation, 111

Pharmacies, 23

Phishing, 35-36

Phones. See Telephone services

PIN numbers

ATM/debit cards, 3-4

protecting your number, 5, 41

PIRG. See U.S. Public Interest Research 

Group

Postal Inspection Service, 112

Postsecondary Education, Office of, 101

Powers of attorney

durable power of attorney for health care, 

23

PPOs. See Preferred Provider Organizations

Pre-recorded sales calls, 46

Predatory lending, 10, 16, 61

Preferred Provider Organizations, 30

Prepaid cards, 4. See also Credit cards

Prescription drugs

Medicare and, 23

prices for, 23

reporting safety hazards, 57

Privacy issues. See also Identity theft

credit information, 43

financial privacy, 42-43

medical privacy, 43

online privacy, 43

privacy protection tips, 42

protecting children online, 34

social networking sites, 35

Private mortgage insurance, 25

Product recalls, 2

Professional associations. See Trade and 

professional associations

Public Citizen, Inc., 115

Public Inquiries, Office of, 111

Public Service Loan Forgiveness Program, 17

Purchases, general tips, 2

Pyramid schemes, 18

R

Real estate agents, 1, 24

Recalls

cars, 8

foods, 19

products, 2

Recovery services, 55

Recycling, 21

Relay Services, 59

Rent-to-own purchases, 1, 26

Rental cars, 9

Renters’ insurance, 31

Renting or leasing properties

landlords, 28

renters’ insurance, 31

tips, 28

Repairs. See also Home improvements

cars, 1, 9-10

“credit repair” scams, 13

Repossessions, of cars, 10

RESPA and Interstate Land Sales, Office of, 

106

Retirement plans

information sources, 39

investment plans, 37

questions to ask about, 39

Reusing products, 21

Reverse mortgages, 24

Revolving credit, 13, 16

Robocalls, 46

RV Consumer Group, 66

S

Safe Drinking Water Hotline, 51, 109

Safety issues

cars, 8

food, 19-20

product safety recalls, 2

reporting safety hazards, 57

travel, 49

water, 51

SAMHSA. See Substance Abuse and Mental 

Health Services Administration

Satellite TV service, 49

Savings accounts

federal government insurance for, 37

general information, 5

SBA. See Small Business Administration
158 www.ConsumerAction.gov 

index

Scholarships, 17

Seafood

Food Information and Seafood Hotline, 19

inspection program, 101

reporting safety hazards, 57

SEC. See Securities and Exchange 

Commission

Securities and Exchange Commission

contact information, 111

free publications, 37

investment tips and resources, 37, 39

Office of Investor Education and 

Advocacy, 111

Service contracts, 2

Shopping from home

consumer rights, 44

online auctions and sellers, 45

online shopping, 44-45

sales call complaints, 44

3-Day Cooling-Off Rule, 44

tips on, 43-44

Shoulder Surfers, 5, 41

Slamming, telephone service and, 40

Small Business Administration, 111

Small claims court, 56

Smart phones, 40-41

SOCAP. See Society of Consumer Affairs 

Professionals International

Social networking, 35

Social Security, 39

identity theft and, 41

Social Security Administration

Office of Public Inquiries, 111

Society of Consumer Affairs Professionals, 

63, 115

Software. See also Internet

anti-virus, 34

copyright issues, 34

spam-blocking, 36

Spam, Internet and, 36

Special Education and Rehabilitative 

Services, Office of, 101

Speech impairments, persons with, 

telephone services for, 59

SSA. See Social Security Administration

Standard & Poor’s

corporate financial condition ratings, 37

insurance company ratings, 29

Register of Corporations Directors and 

Executives, 73

Standard Directory of Advertisers, 73

States

banking authorities, 5, 130-133

community property, 10

consumer protection offices, 54, 116-129

gym membership protections, 20

insurance coverage, 30

insurance regulators, 134-138

licensing agencies, 2, 55

medical boards, 22

regulatory agencies, 54

securities administrators, 139-142

securities regulators, 38

state-by-state listing and contact 

information for Better Business 

Bureaus, 67-72

student financial aid, 16

telephone relay services, 59

Unemployment Insurance Programs, 19

utilities commissions, 50, 143-146

Staysafe, 35

Stocks, 37

Student Aid and Fiscal Responsibility Act, 17

Student financial aid, 16-17

Substance Abuse and Mental Health 

Services Administration, 22

Suitcases. See Baggage

Surplus Federal Property Sales, 110

T

Tax issues. See also Internal Revenue 

Service

investments, 37

Tax refund loans, 1, 16, 61

Teachers, information sources, 59

Telemarketing

Do Not Call Registry, 46

FTC rules, 46

pre-recorded sales calls, 46

robocalls, 46

Telephone services. See also Telemarketing

bundling, 33

cell phones, 40

pay-as-you-go plans, 41

questions to ask about, 39

relay services for persons with disabilities, 

59

shopping from home, 44

slamming and cramming, 40

smart phones, 40-41

types of services, 39

Voice over Internet Protocol, 41

Television

bundling services, 33

buying new TVs, 50

cable, 49

ENERGY STAR-qualified TV sets, 50

Internet, 49

satellite, 49

service types, 49

types of television sets, 50

Text telephones, relay services, 59

Thomas Register of American 

Manufacturers, 54

3-Day Cooling-Off Rule

home improvements, 27

home shopping, 44

Thrift Supervision, Office of, 108

Timeshare properties, 49

Tire Industry Association, 151

Tires, replacing, 9

Toll-free telephone numbers. See also 

specific directories and organizations

Federal Trade Commission, 42

FINRA, 38

list of, 54

Medical Information Bureau, 43

National Runaway Switchboard, 102

relay services, 59

SEC Toll-Free Investor Information 

Service, 37

Wounded Warrior Resource Center, 62

Toy Industry Association Inc., 151

Toys, reporting safety hazards, 57

Trade and professional associations

contact information, 147-151

description of services, 55

Trade Names Directory, 73

Trademarks, 101

Transportation Security Administration, 49, 

104

TransUnion, 12

Travel

free travel offers, 1

health-related information, 49

passports, 48-49, 107

paying by credit card for, 47

resolving air travel problems, 47-48

safety issues, 49

timeshare properties, 49

tips on, 46-47

Travel agents, 47

Travel insurance, 32, 47

Trustee Program, 15, 106

TSA. See Transportation Security 

Administration

TTYs. See Text telephones

Twitter, 35

U

Umbrella insurance policies, 32

Unemployment Insurance Program, 19

United States Tour Operators Association, 

151

U.S. Citizenship and Immigration Services, 

105

U.S. Coast Guard, 61

U.S. Commodity Futures Trading 

Commission

contact information, 111

Reparations Program, 38

U.S. Customs and Border Protection, 105

U.S. Department of Agriculture

Agricultural Marketing Service, 21

Center for Nutrition Policy and Promotion, 

100

Food, Nutrition and Consumer Services, 

100

Food Safety and Inspection Service, 20

food safety information, 19-20

general information line, 100

Meat and Poultry Hotline, 20, 100

National Institute of Food and Agriculture, 

100

recall information, 2

U.S. Department of Commerce

Bureau of the Census, 100

Commissioner for Patents, 101

Commissioner for Trademarks, 101

Patent and Trademark Office, 101

reporting food safety hazards to, 57

Seafood Inspection Program, 101

Weights and Measures Division, 100
www.pueblo.gsa.gov 2011 Consumer Action Handbook 159

index

index

U.S. Department of Defense. See Military 

personnel; Veterans

National Resource Directory, 62

predatory lending restrictions, 61

U.S. Department of Education

Education Publications Center, 101

federal student aid, 16, 17

Federal Student Aid Center, 17, 101

information for persons with disabilities, 60

Office for Civil Rights, 101

Office of Postsecondary Education, 101

Office of Special Education and 

Rehabilitative Services, 101

Office of Vocational and Adult Education, 

102

U.S. Department of Energy

Energy Efficiency and Renewable Energy, 

102

Public Affairs office, 102

tips on saving money on utilities, 50

U.S. Department of Health and Human 

Services

Administration for Children and Families, 

102

Administration on Aging, 103

Center for Food Safety and Applied 

Nutrition Information Line, 104

Centers for Disease Control and 

Prevention, 19, 22, 49, 103

Centers for Medicare and Medicaid 

Services, 23, 103

Child Welfare Information Gateway, 102

Eldercare Locator, 22, 103

Food and Drug Administration, 2, 19, 23, 

57, 103

food safety information, 20

HHS-TIPS fraud hotline, 102

National Health Information Center, 102

National Institute of Allergy and Infectious 

Diseases, 104

National Institute of Mental Health, 104

National Institutes of Health, 104

National Runaway Switchboard, 102

Nursing Home Compare, 22

Office for Civil Rights, 43, 102

Office of Child Support Enforcement, 103

U.S. Department of Homeland Security, 104

computer threat alerts, 35

Federal Emergency Management Agency, 

105

National Flood Insurance Program, 31, 105

Transportation Security Administration, 

49, 104

U.S. Citizenship and Immigration Services, 

105

U.S. Customs and Border Protection, 105

U.S. Department of Housing and Urban 

Development

Department of Housing, 105-106

Fair Housing and Equal Opportunity, 105

Federal Housing Administration, 24, 105

Housing Choice Voucher Program, 28

Housing Counseling Clearinghouse, 11, 

24, 26

housing rights of persons with disabilities, 

60

Office of Fair Housing, 24, 105

Office of Manufactured Housing 

Programs, 105

Office of RESPA and Interstate Land 

Sales, 106

U.S. Department of Justice

Americans with Disabilities Act 

information line, 106

online copyright issues, 34

Trustee Program, 15, 106

U.S. Department of Labor

Employee Benefits Security 

Administration, 106

Investor’s Clearinghouse, 39

Job Corps, 106

National Contact Center, 106

National Resource Directory, 62

Occupational Outlook Handbook, 16

Occupational Safety and Health 

Administration, 106

Office of Disability Employment Policy, 107

Veteran’s Employment and Training 

Service, 107

U.S. Department of State

National Passport Information Center, 107

Overseas Citizens Services, 107

Passport Services Office, 48-49

Visa Services, 107

U.S. Department of the Interior

Fish and Wildlife Service, 106

National Park Service, 106

U.S. Department of the Treasury

Bureau of the Public Debt, 108

Internal Revenue Service, 108

Office of the Comptroller of the Currency, 

5, 12, 108

Office of Thrift Supervision, 108

unsolicited checks and credit offers and, 5

U.S. Mint, 108

U.S. Department of Transportation

Auto Safety Hotline, 66

Aviation Consumer Protection Division, 107

Federal Aviation Administration, 107

Federal Motor Carrier Safety 

Administration, 107

National Highway Traffic Safety 

Administration, 107

Office of Aviation Consumer Protection, 

47-48

travel safety issues, 49

U.S. Department of Veterans Affairs

cemeteries for veterans, 53

Consumer Affairs Service, 108

home loans, 24

National Cemetery Administration, 108

National Resource Directory, 62

Veterans Benefits Administration, 108

Veterans Health Administration, 108

U.S. Government Printing Office, 111

U.S. Military Family Centers, 60

U.S. Mint

American Eagle Gold Bullion Coins, 38

contact information, 108

U.S. Postal Service

Consumer Advocate, 112

Postal Inspection Service, 112

reporting mail fraud to, 57

unwanted mail, 45

U.S. Public Interest Research Group, 115

U.S. savings bonds, 37

U.S. Veterans Administration. See also U.S. 

Department of Veterans Affairs

USCIS. See U.S. Citizenship and Immigration 

Services

USDA. See U.S. Department of Agriculture

USPS. See U.S. Postal Service

Utilities

electricity, 50

natural gas, 50

state utilities commissions, 143-146

tips on saving money on, 50

water, 51

V

VA. See U.S. Department of Veterans Affairs

Vacations. See Travel

Vehicle title loans, 10, 61

Vehicles. See Cars

Veterans. See also Military personnel; U.S. 

Department of Veterans Affairs

cemeteries for, 53

Veterans Administration. See U.S. 

Department of Veterans Affairs

Veterans Benefits Administration, 108

Veteran’s Employment and Training Service, 

107

Veterans Health Administration

contact information, 108

insurance coverage, 30

VHA. See Veterans Health Administration

Visa Services, 107

Vocational and Adult Education, Office of, 102

Voice over Internet Protocol phone service, 41

VoIP. See Voice over Internet Protocol phone 

service

W

Wall Street Reform and Consumer Protection 

Act, 10

Warranties

dealer closures and, 9

extended, 2

“secret warranties” for cars, 8

Water

Safe Drinking Water Hotline, 51, 109

safety of and tips on saving or reducing 

use of, 51

WaterSense program, 51

Websites. See Internet; specific organizations 

and government agencies

Weight loss, 20

Wills. See also Funerals

advance medical directives, 51

executor selection, 52

living wills, 51

reviewing periodically, 52

rules to remember when writing, 52

Wired Safety, 35

Wireless Telecommunications Bureau, 109

Work-at-home opportunities, 1, 18

Work-study programs, 17

Wounded Warrior Resource Center, 62

WWRC. See Wounded Warrior Resource 

Center