CONSUMER ACTION 

HANDBOOK

U.S. General Services Administration

CONSUMER

ACTION

HANDBOOK

 Brought to you by
CONTRIBUTORS

USAGov would like to express its gratitude to the partners listed below who 

helped make possible the publication of the Consumer Action Handbook.

American Financial Services Association Education Foundation

The Colgate-Palmolive Company

Financial Industry Regulatory Authority

National Futures Association

Securities and Exchange Commission

Society of Consumer Affairs Professionals
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook I

Technology Transformation Service

April 2017

Welcome to USAGov’s Consumer Action Handbook. I’m excited that you added this resource to 

your consumer toolkit.

When you shop, you want to get the best value, without being taken advantage of. You want to 

feel confident about your purchases, regardless of what you buy, where you shop, or how you 

pay. The tips and resources in this Handbook can help you achieve these goals.

The Consumer Action Handbook brings together consumer information from across government. 

It includes practical questions to ask and factors to consider when you buy products and services. 

The Handbook features topics that affect everyone, such as credit reports and identity theft. It 

also addresses specific issues, like managing someone else’s finances and gas pump 

skimming. You’ll also find tips for detecting and reporting scams, throughout the book. Use our 

consumer assistance directory and sample complaint letter to file a consumer complaint.

USAGov guides you to the government services you need to make your life easier. In addition to 

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

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

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

social media (Facebook, Twitter, and Instagram) to discover more government information and 

services.

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

Wishing you all the best,

Marietta Jelks

Editor-in-Chief, Consumer Action Handbook
II www.USA.gov To contact an organization, use the directory beginning on page 64 

QUICK CONSUMER TIPS

USING THIS HANDBOOK

This everyday guide to being a smart shopper is full of 

helpful tips about preventing identity theft, understanding 

credit, filing a consumer complaint, and more. The 

information and resources you will need are arranged as 

follows:

PART I—BE A SAVVY CONSUMER

Read this section for advice before you make a purchase. 

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

quickly locate specific topics and information.

PART II—KEY INFORMATION RESOURCES

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

with disabilities, and military families.

PART III—FILE A COMPLAINT

Turn to this section for suggestions on resolving consumer 

problems. The sample complaint letter on page 60 will help 

you present your case.

PART IV—CONSUMER ASSISTANCE 

DIRECTORY

Find contact information for corporate offices, consumer 

organizations, trade groups, government agencies, state 

authorities and more. 

VISIT US ONLINE

Visit www.USA.gov and in Spanish at 

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

resources, and tools. You can also download an electronic 

version of the Handbook and hundreds of other consumer 

publications at Publications.USA.gov.

QUICK CONSUMER TIPS

Always be on the alert for shady deals and scams. Keep 

these things in mind to avoid becoming a victim: 

•	 Be wary of promises of “no risks” or guaranteed 

earnings. 

•	 Beware of emails or calls asking you to confirm your 

bank account, credit card number, PIN, or social security 

number. 

•	 Create unique usernames, passwords for your email and 

onlline accounts. Use a PIN, two-factor authentication 

and other security features.

•	 Don’t sign a contract with blank spaces or incomplete 

terms. Read and understand any contract, legal 

document, or terms of service before you sign or click “I 

Agree”.

•	 Don’t feel pressured by calls or emails, supposedly from 

the government or creditors, that threaten you if you 

don’t send payment immediately. 

•	 Get estimates from several contractors for home or car 

repairs. Make sure the estimates are for the exact same 

repairs for a fair comparison.

•	 Read retailers refund, return, and early termination or 

cancellation policies, before you buy.

•	 Be cautious of shopping on public wi-fi networks, that 

don’t encrypt your information.

•	 Beware if someone calls you, claiming that you owe 

money, demanding a payment by wire transfer or 

branded gift card.

•	 Look for the padlock icon in the bottom right-hand 

corner of your screen or a URL that begins with “https” 

to ensure that your payment information is transmitted 

securely. 

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

purchases during times of duress.

•	 Notify your lender immediately if you are having difficulty 

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

payment plan.

•	 Protect access and use of your digital wallet (connected 

to your mobile phone or payment app) with a PIN or your 

fingerprints.

•	 Read the privacy policy and security statement on 

apps you download to make sure that your personal 

information is secure.

•	 Sign up to receive text messages to alert you when 

your credit card is used. These texts help you catch 

fraudulent purchases immediately.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 1

TABLE OF CONTENTS

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

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

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

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

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

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

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

Banking................................................................. 6

Savings And Checking....................................................6

Mobile Banking..................................................................7

ATM/Debit Cards.............................................................7

Unsolicited Checks And Credit Offers .......................8

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

Cars........................................................................ 9

Buying A Car.....................................................................9

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

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

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

Repairs..............................................................................12

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

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

Car Sharing Services.....................................................13

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

Loans.................................................................................14

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

Credit Reports And Scores..........................................16

Dealing With Debt .........................................................17

Education ............................................................ 19

Paying For College.........................................................19

Employment.........................................................21

Work-At-Home Companies ........................................21

Unemployment ...............................................................22

Food And Nutrition............................................. 22

Healthy Food Choices ...................................................22

Food Safety......................................................................22

Saving Money On Groceries........................................23

Organic Foods.................................................................23

Health Care ......................................................... 24

Choose A Doctor...........................................................24

Choose A Health Care Facility ...................................24

Medical Billing.................................................................25

Prescription Drugs ........................................................26

Advance Medical Directives .......................................26

Housing............................................................... 27

Buy A Home.....................................................................27

Home Foreclosure..........................................................28

Moving Companies ........................................................29

Home Improvements And Repairs ............................29

Renting And Leasing.....................................................30

Insurance..............................................................31

Auto Insurance ...............................................................31

Disability Insurance.......................................................32

Health Insurance ............................................................32

Homeowners and Renters Insurance ........................33

Life Insurance..................................................................33

Long-Term Care Insurance ..........................................34

Other Insurance .............................................................34

Investing.............................................................. 35

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

Commodities...................................................................37

Real Estate........................................................................37

Retirement Planning......................................................38

Privacy And Identity Theft................................ 38

Report Identity Theft......................................................39

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

Education Privacy...........................................................40

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

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

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

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

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

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

TV ......................................................................................45

Telemarketing And Unwanted Mail................... 46

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

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

Telemarketing Sales Calls............................................47

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Dispute Resolution Programs.....................................61

Small Claims Court........................................................61

Legal Help And Information.........................................61

Report Fraud And Safety Hazards .............................62

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

Index...................................................................138
2 www.USA.gov To contact an organization, use the directory beginning on page 64 

PART I: BE A SAVVY CONSUMER

BUYER BEWARE QUICK TIPS FOR AVOIDING FRAUD

There are a variety of consumer fraud. Here are some tips 

to help you avoid being a victim:

•	 Don’t give out personal information. Don’t share 

your Social Security number, birthdate, credit card 

number, bank account number, passwords, or other 

personal data, especially if you didn’t initiate it. 

•	 Don’t be intimidated. Imposters may call and tell 

you that you must wire money or you’ll face arrest, 

deportation, or auditing by the IRS.

•	 Don’t pay with a wire transfer or gift cards. 

Scammers call and try to force you to pay them with 

specific branded gift cards or with a wire transfer.

•	 Don’t rely on caller ID displays. Scammers can 

change the display to a name, company, or government 

agency that you trust.

•	 Ignore unsolicited offers. Don’t respond if someone 

you do not know asks you to send money or money 

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

valuable offer.

buy an item. This right applies to in-store, online, or 

catalog purchases. A standard warranty is part of the 

item you purchased. There is no additional cost for this 

protection from the company. There are three main types of 

warranties:

•	 Written warranties are printed and come with the item you 

purchased. In order for a written warranty to take effect, 

or to make a claim against it, the seller or manufacturer 

may require you to perform specific maintenance or that 

you use the item as instructed.

•	 Spoken warranties are verbally communicated to you by 

a salesperson or service provider. These warranties are 

often for services, like free repairs. If you receive a spoken 

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

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

service that was promised to you.

•	 Implied warranties promise that the item you purchased 

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

under the circumstances that it was designed for. 

These warranties are created by state laws, and are not 

specifically stated or written.

The warranty often begins on the date of purchase, but it 

could start the date the product was manufactured. Ask a 

seller when the warranty period starts, before you buy. If 

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

it is still covered under the implicit warranty laws in your 

state,. If you bought an item “as is”, an implicit warranty 

doesn’t apply. 

BEFORE YOU BUY

Use this checklist BEFORE you make a purchase to avoid 

problems and make better decisions:

•	 Decide in advance exactly what you want and set a 

budget. 

•	 Do your research. Ask family and friends for advice based 

on their experience. Research the seller and the item or 

service you are purchasing.

•	 Review product test results from consumer experts and 

comments from past customers. 

•	 Get price quotes from several sellers.

•	 Verify that service providers have appropriate licenses. 

Doctors, lawyers, contractors, and other service 

providers must register with a state or local licensing 

agency.

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

consumer affairs office (p. 106).

•	 Get a written copy of guarantees and warranties. 

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

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

•	 Read and understand any contract or legal document you 

are asked to sign or give agreement to online 

(by clicking “I Agree”). Don’t sign a contract with blank 

spaces or incomplete terms. Insist that any extras you are 

promised be put in writing.

•	 Consider payment options. If you have a problem with a 

credit card purchase, you can dispute the charge (p. 15).

•	 Check your browser settings when shopping online if 

you don’t want your shopping history shared with data 

brokers.

•	 Find out if a subscription or membership automatically 

renews and how to cancel it. (See “Subscription Boxes” 

on page 5)

•	 Find out if reward points expire or how the seller applies 

reward points to your purchases. 

WARRANTIES

A warranty is the promise that a manufacturer or seller 

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

requires that you have access to warranties before you 

Service Contracts and Extended Warranties

Service contracts or “extended warranties” extend the 

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

additional purchase. Sellers offer these service contracts at 
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BUYER BEWARE

BUYER BEWARE

the time of purchase, and sometimes months or years after 

your purchase. They are commonly offered when you buy 

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

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

to you with high pressure sales tactics. Some extended 

warranties duplicate the warranty coverage that you get 

automatically from a manufacturer or seller. These add-ons 

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

buy an extended warranty:

•	 Does the seller, the manufacturer, or another company 

back the service contract?

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

where will it be done? 

•	 What happens to your coverage if the dealer or 

administrator goes out of business?

•	 Do you need prior authorization for repair work?

•	 Are there any situations when coverage can be denied? 

You may not have protection from common wear and tear, 

or if you failed to follow recommendations for routine 

maintenance.

Remember, an extended warranty doesn’t cover pre-existing 

conditions, so check an item out before you buy.

CHECK FOR RECALLS

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

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

others ask consumers to return the item for replacement or 

repair. Check for recalls through media outlets, individual 

manufacturers, and these government websites:

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

federal agencies.

•	 www.nhtsa.gov publishes safety information on vehicles 

and equipment such as children’s car seats.

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

or processed egg products.

•	 www.fda.gov lists recalls for food, medicines, medical 

devices, cosmetics, biologics, radiation emitting 

products, veterinary drugs, and pet food.

POP-UP SHOPS

A pop-up shop is a temporary store in a mall, vacant 

storefront, or city center. Pop-up shops allow you to test 

products, try new brands, or have in-person interaction 

with an online retailer. Since pop-up shops will shut down, 

you should pay extra attention to your consumer rights. 

Before you buy, ask:

•	 Are you familiar with the brand? If not, check the reviews 

of past customers or consumer protection offices in 

places where they have set up in the past.

•	 Can you return or exchange merchandise or get a 

refund? What is the process?

•	 Does the 3-Day Cooling-Off Rule apply? Purchases for 

$130 or more in a temporary location should be covered.

•	 How does the company secure your credit card number 

or electronic payment information?

•	 How can you contact the seller, after the pop up store 

closes?

Inspect items or try on clothing before leaving the shop. 

Also, consider paying with a credit card so that you can 

dispute the charge if the item doesn’t work.

Problems with Warranties

If you have problems receiving the services that were 

promised in your warranty, you can report your dispute. 

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

Then file a complaint with the retailer; if the retailer cannot 

help, contact the manufacturer. If neither the retailer nor 

manufacturer can help, file a complaint with your local 

consumer protection agency (p. 106).

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

more information about warranties.

SHOPPING FROM HOME

Late delivery, shipment of wrong or damaged items, and 

hidden costs are common complaints when you shop from 

home. To avoid problems and resolve them more easily, 

follow the advice in the Before You Buy checklist 

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

•	 Be wary of post office boxes and sellers in other 

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

problem later.

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

shipping, handling, insurance, and taxes. Coupons and 

other discounts should be deducted properly.

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

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

“discontinued.”

•	 Prepare to provide the security code on the back of 

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

ensure that the card is in your possession. 

•	 Keep a record of your purchase. Save any information 

the seller gives you, such as order confirmation number, 

product description, delivery date, cancellation policy, 

privacy policy, and warranties. 

•	 Keep track of your order. If it arrives late, you have the 

right to cancel and demand a refund.

Your Rights

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

Federal Trade Commission (FTC) requires the company to:
4 www.USA.gov To contact an organization, use the directory beginning on page 64 

BUYER BEWARE

•	 Ship the merchandise within the time promised, or if 

no specific delivery time was stated, within 30 days of 

receiving your order.

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

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

•	 Cancel your order and return your payment if the new 

shipping date cannot be met, unless you agree to another 

delay.

If you cancel your order, your money must be refunded 

within seven days; if you paid with a credit card, your 

account must be credited within one billing cycle. The 

company cannot substitute a store credit. If you applied for 

a credit account with the merchant at the same time that you 

placed your order, the company has an extra 20 days to ship 

the merchandise to allow time for processing your credit 

application.

These FTC rules only apply to the first shipment of 

magazine subscriptions or other merchandise you receive 

repeatedly. Your state may also have rules that apply. 

Report suspected violations to your state or local consumer 

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

3-Day Cooling-Off Rule

This federal law protects consumers in their homes during 

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

locations. The 3-Day Cooling-Off Rule does not apply to 

new automobile purchases or items sold online. It only 

applies when a company is selling something that costs $25 

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

business locations.

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

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

full refund within three business days.

There are situations in which the Cooling-Off Rule does not 

apply:

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

telephone.

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

seller’s permanent business location.

•	 You signed a document waiving your right to cancel.

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

household use.

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

motor vehicle.

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

you received it. 

Remember, if you paid by credit card and have difficulty 

getting your refund, you may also be able to dispute the 

charge with your credit card company under the Fair Credit 

Billing Act. See Credit Card Billing Disputes (p. 15).

SHOPPING WITH VIRTUAL CURRENCY

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

store, and send value over the Internet. Some sellers 

accept virtual currencies as a form of payment. Before you 

click “Buy Now”, ask:

•	 How much will one unit buy? The value of the currency 

can change, which affects the price of an item.

•	 Can you return or exchange merchandise? Check the 

seller’s return and exchange policies.

•	 What are the protections from fraud? Virtual currencies 

don’t have the same protections as credit cards for 

unauthorized purchases.

•	 What are your options if the seller doesn’t deliver the 

item you purchased?

•	 How is your purchase information protected? All 

purchases made with virtual currencies are recorded in 

a public ledger. This ledger includes the address of your 

virtual currency wallet, which can be traced to you. 

Report problems with virtual currencies to the Consumer 

Financial Protection Bureau at www.consumerfinance.

gov/complaint.

ECOMMERCE ARBITRAGE

Normally when you buy an item online from a seller 

through a larger website, the seller fills your order from 

their inventory. But sometimes, the seller doesn’t have 

the item in their inventory. Instead the seller buys it from 

another retailer (not a wholesaler), and sells it to you at 

a higher price. You’ll receive the item directly from the 

second retailer, instead of the seller you actually paid.

As the customer, you are on the bad end of the deal. You 

could have bought the item directly from the same retailer 

as your seller did, at a lower price. Also, if you have a 

problem with the item, you must resolve it with your seller, 

who would actually have to resolve it with the company they 

bought it from. That could make it harder to get a refund.

When you buy online, research the item from multiple 

sellers. Consider shipping costs and taxes. Look at where 

the item is being shipped from. If that location is different 

from the seller’s location, that could be a red flag.

Online Shopping

Online shopping websites often offer great deals, variety, 

and convenience. However, consumers need to be careful 

and make informed decisions about their purchases. Some 

tips for shopping safely online:

•	 Stick to websites that are known or recommended. 

•	 Compare prices and deals, including free shipping, 

extended service contracts, or other offers.

•	 Search for online coupons and promo codes for 

discounts or free shipping.

•	 Get a complete description of the item and parts 

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

the delivery time, warranties, return policy, and complaint 

procedures.

•	 Read reviews from consumers and independent experts.

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

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

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

payment apps.

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

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

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

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

these may not be secure, and your payment information 

could be stolen over the network.

•	 Print or save your purchase order with details of the 

product and your confirmation number.

Visit www.consumer.ftc.gov for more online shopping 

information.

AFTER YOU BUY

Even careful buyers can run into problems after a purchase. 

To minimize them, follow these steps after you buy:

•	 Save all papers that come with your purchase. Keep 

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

manuals, and warranty documents. 

•	 Read and follow product and service instructions. The 

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

warranty rights.

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

price of the item you bought has decreased within a 

certain number of days. 

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

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

You can dispute a purchase that you made using a mobile 

app like any other credit card purchase (p. 15). Verify the 

mobile app dispute process with your card issuer.

SUBSCRIPTION BOXES

Subscription boxes programs deliver food, beauty 

products, and clothing to your doorstep. You receive a box 

on a regular (weekly or monthly) basis for a set price. 

Subscription boxes are a convenient way to sample new 

products and styles. Some boxes also offer your favorite 

items on a regular basis. Before you subscribe, ask:

•	 How much does the subscription cost?

•	 How often do you receive shipments 

•	 Is your subscription automatically renewed? 

•	 Can you cancel your subscription? 

•	 How are items chosen for you? Companies can use 

formulas, surveys, monthly themes, or an expert curator 

makes selections.

•	 Can you get better deals or merchandise in a store? 

•	 Can you pick the items that you receive in your box? 

•	 Are the products of high quality? For food deliveries, 

does the food stay fresh and at the right temperatures?

•	 Does the company automatically charge your credit 

card? Check out the “Recurring Payments” box on p. 27.

•	 What is the return policy for items you don’t like? 

•	 Can you skip deliveries? If so, how far in advance do you 

need to inform the company? 

If this is part of a free trial offer, that enrolls you in a 

subscription, remember you must contact the company to 

cancel. See www.consumer.ftc.gov/articles/0101-free-trialoffers for more tips.

BEWARE: FAKE SHOPPING APPS

BUYER BEWARE

Scammers create imposter, or fake, apps of your 

favorite retailers. Fake apps can install malware on 

your smartphone. They could also steal the payment 

information you saved in the app or login credentials for 

other apps. Beware if a shopping app has:

•	 No history of previous versions.

•	 A description with incorrect spelling and grammar.

•	 Very few or only negative user reviews in the app 

store.

Download a retailer’s app directly from their website. 

If you suspect that an app is a fake, delete and report 

it to the app store. Visit www.consumer.ftc.gov/

articles/0515-apps-help-you-shop-stores for more 

information about apps.

Returns and Exchanges

Sometimes you may need to return or exchange an item you 

purchased. Retailers can create their own return policies, 

as long as they are posted in a place that you can find them 

easily. Most retailers’ policies require you to return the item 

within a set number of days, with your receipt, and original 

packaging. 

Refunds are normally given in the same form of payment 

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

the seller may give you a store credit instead. For online 

purchases, check the seller’s policy to find out if return 

shipping is free. Use the return label if they provided one. If 

your online purchase came from a seller that has a physical 

stores, ask if you can return the item to a nearby store.

Exchanges may be limited to a “like” item, if the item is 

available. For online purchases, you may have to call the 

retailer’s customer service number to initiate the exchange.

To make your return or exchange go smoothly:

•	 Read the seller’s return, exchange, and refund policy before 

you make your purchase.

•	 Present your original receipt, gift receipt, or packing slip.

•	 Find out if there is a restocking fee for the return.
6 www.USA.gov To contact an organization, use the directory beginning on page 64 

BUYER BEWARE

•	 Check for the number of days you have to return or exchange 

the item. If you have to ship it back, take the number of days in 

transit into account.

•	 In most cases, the item you’re returning must be unopened or 

unused.

•	 Send back all the required pieces, accessories, and 

instructions that were included with the item. Some sellers 

may not give you a refund if these items are missing.

Your state consumer protection office (p. 106) may offer more 

protections with returns and exchanges. Also, your credit card 

issuer may extend the window of time that you can return an 

item that you purchased with that card.

BANKING

Your bank accounts are primary ways to store your money, 

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

bank, consider the actual products and services, location of 

branches, fees, and online and mobile banking features. 

SAVINGS AND CHECKING

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

there are a lot of options. Savings accounts, checking 

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

accounts are popular choices. Each has different rules and 

benefits that fit different needs. The bank or credit union 

must provide you with the account terms and conditions 

when you open your account. When choosing the one that 

is right for you, consider:

Minimum deposit requirements. Do you have to keep a 

minimum dollar amount in your account to earn interest or 

avoid account maintenance fees?

Limits on withdrawals. Are there any penalties for the 

number of times you withdraw money from your account?

Interest. Can you earn interest on your accounts? How 

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

or credit unions to see and compare their current published 

rates.

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

bank or credit union’s website or app? 

Deposit insurance. Is the bank insured by the Federal 

Deposit Insurance Corporation (FDIC)? Is the credit union 

insured by the National Credit Union Share Insurance 

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

institution. If you hold a joint account in the same bank 

where you have individual accounts. the joint account is 

insured separately for up to $250,000. 

Mobile banking. How do you access mobile banking 

features?

Convenience. Are there branches or ATMs close to where 

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

Money transfer. Does the bank have a system that lets you 

transfer money to your accounts at other banks or to other 

people?

Transaction Ordering. How are your transactions ordered 

(based on the time, type of transaction, or dollar amount)? 

The method could cause you to overdraft your account. 

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 limit on the number of 

checks you can write per month?

Holds on checks. What is the waiting period for checks 

to clear before you can withdraw the money from your 

account?

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

Account fees. Does the bank charge maintenance, 

withdrawal, or minimum balance fees? 

Overdrafts and Bounced Checks

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

or use your debit card for an amount greater than the 

MANAGING SOMEONE ELSE’S BANK ACCOUNT

If you manage finances for a loved one, you’ll need access 

to their bank accounts. There are two common methods to 

have access:

•	 Power of attorney - allows you to make financial 

transactions on behalf of another person while they are 

alive. If the account holder dies, your power of attorney 

rights end. You can’t use the account to pay bills or have 

the authority to close the account.

•	 Joint account- allows you to share ownership of the

account. You have the authority to use or close the

account if the other account holder dies. However, if

the other account holder wanted their money to go

to someone else after their death, that could cause

challenges with the beneficiaries.

No matter what structure works best, remember to act 

in the other person’s best interest, manage the money 

carefully, keep their money separate from your own, and 

keep good financial records. Visit www.consumerfinance.

gov/managing-someone-elses-money for more details.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 7

BANKING

BANKING

amount of money in your account? It depends on whether 

or not you opted in for overdraft protection:

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

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

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

will transfer money from your savings account or a line of

credit, for a fee. Your bank will pay for transactions and

charge you a fee, for each payment it covers for you.

Visit www.fdic.gov/consumers/overdraft to learn more.

MOBILE BANKING

Banks offer access to their services from a mobile phone or 

tablet. Your bank may also offer a mobile app to keep track 

of your account balance, pay bills, or transfer funds. To get 

the best of these benefits and protect yourself:

•	 Make sure that your mobile device and your banking app

are password protected.

•	 Access your accounts on secured connections.

•	 Sign up for text message alerts to know when

transactions affect your account, or if your account

balance goes below a minimum threshold.

•	 Enable two factor authentication or thumbprints to secure

access to your account.

•	 Use fraud protection features, so you will know if

someone else tries to change your password or account

information.

It’s important to back up the data stored on your mobile 

devices, in case you lose it. If you can’t recover your phone 

or tablet, do a remote wipe, to remove sensitive information, 

including your banking information. If you backed up your 

data, the information can be restored on a replacement 

device. 

Mobile Deposits

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

camera, and then upload and deposit it in your account. 

Remember, if you make a deposit through your mobile app 

the funds won’t be immediately available. Some banks hold 

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

they are available to you. Before you snap that picture of 

your check:

•	 Find out how long your bank holds the funds from mobile

deposits.

•	 Keep the physical check, just in case there is a problem.

After it has cleared, shred it.

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

fees charged monthly, or per transaction?

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

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

•	 Read your bank’s rules for mobile deposits.

Contact the Federal Deposit Insurance Corporation (p. 102) 

for more information on mobile banking.

MOBILE PAYMENTS 

You can pay for purchases with a digital wallet connected 

to a mobile phone app, fitness tracker, key fob, or smart 

watch. When it’s time to pay, 

you just hold your device near 

a mobile payment terminal. 

Before you use these services, 

ask: 

•	 How does the bank or credit

card issuer verify that it’s

really you connecting a

payment method to the digital wallet?

•	 How does the payment system verify your purchases

(fingerprint, PIN, text message)?

•	 How does the mobile payment app protect you as it

transmits your payment information to a seller?

•	 Who is liable for fraudulent charges - you or your credit

card issuer? Many card issuers don’t hold you liable for

fraudulent purchases through mobile payments. But that

isn’t always the case.

•	 Is it possible to freeze your digital wallet if your device is

lost or stolen? Can this be done remotely?

•	 How do you dispute a charge?

Consumer Action offers more tips at www.consumeraction.org/modules/articles/your_digital_dollars-mobile_

banking_and_mobile_payments.

ATM/DEBIT CARDS

You can use a debit card and personal identification 

number (PIN) to withdraw cash from an automated teller 

machine (ATM), make deposits, or transfer funds between 

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

of the bank’s ATM network.

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

cautious about using your card online, if your card will be 

out of your sight (sit down restaurants), places where the 

final amount is uncertain (hotels), or where the card slot 

could have been tampered with (self pay kiosks).

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 or service provider’s account. Federal 

law does not allow you to stop payment on debit card 

purchase.

Be suspicious of “shoulder surfers”, people who lurk 

around while you are using your debit card at an ATM or 

point of sale machine. If you suspect criminal activity, stop 

your transaction and walk away.

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

the card issuer immediately. Your liability for unauthorized 

use of your ATM or debit card will vary, depending on how 

quickly you report the loss. 
8 www.USA.gov To contact an organization, use the directory beginning on page 64 

BANKING

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

not responsible for any unauthorized withdrawals. 

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

two business days after you realize your debit card 

is missing. It increases to $500 if you report the loss 

between two and 60 days. 

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

ATM card within 60 days after the statement documenting 

the unauthorized use, you could lose all of the money in 

your bank account and the unused portion of your line of 

credit established for overdrafts.

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

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

has been used fraudulently. 

Check the policies of your card issuer; some offer more 

generous protections from fraud. 

UNSOLICITED CHECKS AND CREDIT OFFERS 

Legitimate credit offers often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

convenience checks carry higher fees, a higher interest 

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

be sure to shred them to protect yourself from “dumpster 

divers” and identity thieves.

Beware of checks from someone in a foreign country who 

claims that you have won a foreign lottery, checks for 

investment opportunities, or online purchases. These could 

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

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

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

If you cash a fraudulent unsolicited check , you could be 

agreeing to pay for products or services you do not want 

or need. In addition, those “guarantees” for credit cards or 

loans, without consideration of credit history, are probably a 

scam. Legitimate lenders never guarantee credit. 

BANKING SCAMS

Be aware of these common signs of banking scams:

•	 Scammers create fake versions of your mobile banking 

app, to gain access to your account. 

•	 Text messages that claim to be from your bank that 

require you to verify your bank account number or PIN.

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

as part of a fake lottery or sweepstakes.

Take steps to protect yourself:

•	 Download the bank’s app directly from a link on their 

website to be sure it’s the real version.

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

bank account.

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

For more information or to file a complaint, contact:

•	 Your bank or credit union’s fraud department.

•	 The Federal Trade Commission (p. 102).

PREPAID CARDS

Prepaid cards, prepaid debit, or stored value cards allow 

you to make purchases and conduct financial transactions. 

Prepaid cards can be helpful if you don’t have a bank 

account or a credit history. Read the card’s terms and 

conditions before you buy it. 

Prepaid cards carry protections similar to credit and debit 

cards. To obtain the benefits, follow the instructions to 

register and activate your card. Store your card number 

and customer service telephone number, separately, so you 

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

prepaid card issuers may charge fees for card activation, 

maintenance, and cash withdrawals.

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

Funds on gift cards can’t expire within five years of when 

it was activated, unless the terms of expiration are clearly 

disclosed. However, if you don’t use the card, the money 

stored on it can be sent to the unclaimed money office in 

your state or the state where the card issuer is incorporated. 

Visit www.usa.gov/unclaimed-money to locate missing 

money.

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

customer service number. Some cards are issued by state 

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

bank or issuer, file a complaint with the proper authorities.

Contact the proper regulatory agency below:

TYPE OF INSTITUTION REGULATORY AGENCY

State-chartered banks and 

trust companies 

Federal Deposit Insurance 

Corporation (p. 102) 

and state banking 

authorities (p. 119)

Banks with National 

in their name or N.A. 

after their name 

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 100)

Federal savings and 

loans and federal 

savings banks

Office of the Comptroller 

of the Currency, U.S. 

Department of the Treasury 

(p. 100)

Federally chartered 

credit unions

National Credit Union 

Administration (p. 102)

State-chartered banks that 

are members of the Federal 

Reserve System

Federal Reserve System 

(p. 102)
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 9

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CARS

CHOOSE A SAFE VEHICLE

Crash tests can 

help you determine 

how well a vehicle 

will protect you 

in a crash. These 

organizations 

perform crash tests 

and rate vehicles: 

•	 The National Highway Traffic Safety 

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

crashes vehicles head-on into a wall and bashes them 

broadside to test their ability to protect their occupants. 

NHTSA focuses on evaluating vehicle restraints such as 

air bags and safety belts.

•	 The Insurance Institute for Highway Safety. A 

different test by the IIHS (www.iihs.org) uses offsetfrontal car crashes to assess the protection a vehicle’s 

structure provides.

•	 Consumer Reports. The annual auto issue of 

Consumer Reports (www.consumerreports.org) rates 

vehicles in terms of overall safety. Its safety score 

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

acceleration, and even driver comfort.

BUYING A CAR

Whether you buy or lease a vehicle, these tips will help you 

get the best deal and avoid problems:

•	 Decide what kind of vehicle best suits your needs and 

budget. 

•	 Check out the seller. Research car dealers with your 

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

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

individual, check the title to make sure you are dealing 

with the vehicle’s owner. 

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

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

sure the vehicle does not pull to one side.

•	 Handle trade-ins and financing separately from your 

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

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

•	 Shop in advance for an auto loan. Compare financing 

options at credit unions, banks, or finance companies. 

Consider the total finance charges and the Annual 

Percentage Rate (APR), not just the monthly payment.

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

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

structure, and performance.

•	 Read the fine print in ads and promotions. Often, you 

must have a high credit score to qualify for low monthly 

payments, no down payment, or to skip a payment.

•	 Read and understand every document you sign. 

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

approved.

•	 Consider the effect that different models will have on your 

insurance policy and premiums (p. 31). 

•	 Compare miles-per-gallon ratings of vehicle models and 

their annual fuel estimates. Visit www.fueleconomy.gov to 

research mileage and fuel efficiency reports.

Buying a New Car

Do your research first and compare vehicles. 

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

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

what the dealer paid for a vehicle. Locate the wholesale 

price. This figure factors in dealer incentives from a 

manufacturer and is a more accurate estimate of what a 

dealer paid for a vehicle.

•	 Find out whether the manufacturer offers rebates that will 

lower the cost of the vehicle. 

•	 Get price quotes from several dealers. Ask if the quotes 

are the prices before or after rebates are deducted.

•	 Avoid buying credit insurance, extended warranties, auto 

club memberships, rustproofing, and upholstery finishes. 

If these costs are rolled up in your vehicle loan, you’ll 

have to pay interest on them. See “Service Contracts and 

Extended Warranties” (p. 2).

Buying a Used Car 

•	 Contact your state or local consumer protection office 

(p. 106) to learn about your rights when buying a used car.

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

what paperwork you will need to register a vehicle. 

•	 Check prices of similar models using the NADA Official 

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

National Automobile Dealers Association, or the Kelley 

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

available at local libraries.
10 www.USA.gov To contact an organization, use the directory beginning on page 64 

CARS

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

concerning past owners, use, and maintenance. Find out 

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

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

vehicle history reports gathered from state motor vehicle 

departments and other sources. These reports are 

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

been recalled.

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

vehicle department. Make sure there isn’t a lien against it.

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

provides information on safety defect recalls and 

complaints.

•	 Compare the mileage disclosures to the car’s odometer 

reading. 

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

in effect, contact the manufacturer to make sure you can 

use the coverage. 

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

read it carefully.

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

agree in advance that you will pay for the examination 

if the car passes inspection, but the seller will pay 

if significant problems are discovered. A qualified 

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

undercarriage, as well as the engine.

•	 Examine dealer documents carefully. Make sure you are 

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

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

Dealer Versus Private-Party Purchases

The Federal Trade Commission requires dealers to post a 

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

their lot. This guide specifies whether the vehicle is being 

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

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

costs a dealer will pay under the warranty. Keep in mind 

that private sellers generally have less responsibility than 

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

apply to private-party sales.

Buying a used car from a dealer is often more expensive 

than buying from an individual. Many dealers inspect their 

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

substitute for your own inspection. Some dealers provide 

limited warranties, and most sell extended warranties. 

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

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

a mechanic before you buy. Watch out for dealer warranties 

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

warranties with ones that are available from other sources. 

Some dealers sell “certified” used cars. This 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. 

If you still owe money on your trade-in, make sure that the 

new dealership pays off the existing loan. There isn’t a law 

that requires a dealer to pay off the loan within a specific 

number of days.

Buying a used car from a dealer offers more protections, 

because you are dealing with an institution, which must 

abide by consumer laws. Purchasing a car from a private 

seller may save you money, but there are risks. The 

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

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

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

evidence. An individual is very unlikely to provide a written 

warranty.

 BEWARE: CAR HACKING

Cars include computer systems, such as Bluetooth, 

navigation and entertainment systems, Wi-Fi, and key 

fobs. This technology is convenient, but hackers can 

use these systems to hack into your car, remotely. They 

can take control of important functions, like steering or 

braking, or access apps and phone logs. If you connect 

your mobile phone to your car, through Bluetooth, your 

contacts, personal information, and payment details 

stored in apps could be stolen. Take steps to protect 

your car, your safety, and other drivers on the road:

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

them.

•	 Ask your mechanic to install security updates and 

patches to make your car’s systems more secure. 

•	 Clear the memory in your car’s GPS, or Bluetooth 

connection between your car and phone. especially 

in rental cars or if you participate in car sharing.

FINANCING

Most buyers need some form of financing to purchase 

a vehicle. Many use direct lending, that is, a loan from a 

finance company, bank, or credit union. In direct lending, a 

buyer agrees to pay the amount financed, plus an agreedupon finance charge, over a specified time period. Once 

a buyer and a vehicle dealership enter into a contract to 

purchase a vehicle, the buyer uses the loan proceeds from 

the direct lender to pay the dealership for the vehicle. 

Another common form is dealership financing, which 

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

decision, it is important to do your research:

•	 Set your budget and stick to that limit.

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

before applying for a loan.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 11

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•	 Check car buying guides to identify price ranges and best 

available deals.

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

you to add features and extended warranties to drive up 

the amount of your loan.

•	 Request a loan that does not include a prepayment 

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

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

before you sign it. Make sure your income is reported 

correctly.

•	 Get a copy of all your signed paperwork. 

More information about vehicle financing, deciding what 

you can afford, and consumer protections is available 

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

complaint to file a complaint about your auto loan.

 BEWARE: GAS PUMP SKIMMNG

Skimmers are devices that steal your credit or debit 

card number. Thieves get this information by placing 

the skimmer over the credit card slot at gas pumps (and 

ATMs). They may also collect your PIN by attaching 

a video camera or another keypad over the real one to 

record your keystrokes. Beware of a gas pump if:

•	 The card reader moves or is unsteady. Tug on the 

card slot to check if it moves.

•	 The card reader looks differently than those at the 

other pumps.

•	 The keypad feels strange, thicker, or isn’t secure. 

•	 The edges of the card reader unit look like someone 

tried to pry it open or the lock is broken.

•	 The security seal over the front panel of the gas 

pump is broken.

Prevent gas skimmer fraud by paying with the gas 

station attendant instead of at the pump. If the card 

reader seems suspicious, report it to the gas station 

attendant. 

If you have been a victim of credit or debit card fraud, 

alert your card issuer.

LEASING

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

Monthly payments for a lease may be lower than loan 

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

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

general suggestions for buying a car (p. 9) and these tips:

•	 Compare leasing versus owning. The Consumer Leasing 

Act requires leasing companies to give you information on 

monthly payments and other charges. 

•	 Shop around to compare lease offers from multiple 

dealers.

•	 Find out what the down payment, or capitalized cost 

reduction, is for the lease. Consumers with better credit 

scores qualify for the low down payments and rates that 

are advertised in commercials and online.

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

include the down payment. A lease with a higher down 

payment and low monthly payments may be a better deal 

for you.

•	 Consider using an independent agent rather than a car 

dealership; you might find a better deal. Most financial 

institutions that offer auto financing also offer leasing 

options.

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

you regard as normal wear and tear could be billed as 

significant damage at the end of your lease.

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

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

of 10 to 25 cents for each additional mile.

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

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

drive.

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

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

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

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

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

charged for “missing” equipment.

Get more information about auto leases from www.

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

RECALLS, LEMON LAWS, AND SECRET 

WARRANTIES

Sometimes a manufacturer makes a design or production 

mistake on a motor vehicle. A technical service bulletin 

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

They are called “secret warranties” because these free 

repairs are not publicized, 

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

check whether the manufacturer has recalled your vehicle. 

Find information about recalls, and other safety defects 

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

SearchSafetyIssues or call the DOT’s Vehicle Safety 

Hotline at 1-888-327-4236. You should report hazards that 

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

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

VehicleComplaint/. If there is a safety-related defect, the 

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

has expired.

“Lemon” Laws

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

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

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

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

to state, but the criteria to qualify as a lemon often includes 
12 www.USA.gov To contact an organization, use the directory beginning on page 64 

CARS

these conditions:

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

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

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

engine, transmission, or steering controls.

•	 You have to have given repair shops a reasonable number 

of attempts to fix the problem.

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

it for a certain number of days within the year.

Contact your state or local consumer protection office 

(p. 106) to learn whether you have such protections and 

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

believe your car is a “lemon”:

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

it in for repairs.

•	 Get and keep copies of the repair orders listing the 

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

shop.

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

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

of automotive manufacturers (p. 65). 

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

complaints concerning safety defects, recalls, technical 

service bulletins, and state “lemon” laws. 

REPAIRS

Whenever you take a car to the repair shop:

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

independent consumer-rating organization should be 

able to help you. Look for shops that display various 

certifications that are current. You should also check 

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

protection office (p. 106), or the Better Business Bureau 

(p. 67).

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

problem.

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

estimate (in writing, preferably) and you approve it. 

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

diagnosed on the spot, insist that the shop contact you to 

get your approval once it has found the problem.

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

•	 Follow the warranty instructions if a repair is covered 

under warranty.

•	 Get all repair warranties in writing.

•	 Keep copies of all paperwork.

Some states, cities, and counties have laws that deal 

with auto repairs. Contact your state or local consumer 

protection office (p. 106) for information on the laws in your 

state. View the FTC’s consumer guide to auto repair at 

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

more information.

CAR REPOSSESSIONS 

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

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

the contract. The lender: 

•	 Can repossess with cause without advance notice.

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

repossessed vehicle back.

•	 Can sell the vehicle at auction.

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

vehicle’s auction price and what you owe.

•	 Cannot break into your home or physically threaten 

someone while taking the vehicle.

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

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

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

your car. 

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

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

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

local consumer protection office (p. 106) to find out whether 

your state gives you any additional rights.

RENTING

Before renting a car:

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

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

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

equipment rental (for GPS and car seats).

•	 Check in advance to be sure you are not duplicating 

insurance coverage. If you decline coverage, make sure 

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

also have coverage through your personal auto insurance 

(p. 31), an auto club membership, or the credit card you 

use to reserve the rental. 

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

charged for services you did not request.

•	 Carefully inspect the vehicle and its tires before renting, 

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

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

together to verify that you did not damage it.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 13

CREDIT

CREDIT

•	 Check refueling policies and charges. Some rental 

companies, particularly at airports, require you to refuel 

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

when you return the car.

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

holds on the funds in your checking account. 

•	 If you connect your mobile device to the car’s Wi-Fi or 

infotainment system, clear the rental car’s Bluetooth 

memory, including in car GPS, phone’s call log, and 

contacts from the car memory. 

Visit www.insureuonline.org/consumer_auto_car_rental_

insurance.htm for more information about renting a car and 

the insurance options. Some states have laws to address 

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

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

information or to file a complaint.

CAR SHARING SERVICES

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

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

you can now subscribe to services offered by car sharing 

companies. These companies allow you to borrow a vehicle 

for short-term use, without the cost of car ownership. These 

car sharing services charge members on an hourly basis, as 

opposed to a daily or weekly rate. Do some research. Talk to 

subscribers or read online reviews about their experiences. 

Ask about:

•	 Fees. What are the fees the company charges (annual 

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

cancel or are denied membership?

•	 Availability of cars. Are there cars available at times 

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

reserve a vehicle?

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

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

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

same condition as when you borrowed it.

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

or does the company pay for it?

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

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

dedicated customer service hotline?

•	 Cancellation. How far in advance must you give notice 

in order to cancel a reservation or your membership? 

Can the company cancel your membership without 

notification?

•	 Damages. Are you responsible for damages, even 

if they were not your fault or they happened after you 

returned the car? This is especially important if you return 

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

•	 Insurance. Is insurance included? You may be insured 

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

for this service.

CAR SCAMS

Be aware of these common signs of car scams:

•	 Dealer promises to pay the loan balance on your trade in 

vehicle, but doesn’t pay.

•	 The dealership calls you after purchase to say that 

financing fell through. Now you have to sign new 

paperwork with higher interest rates, after you already 

have the car.

•	 Mechanics use scare tactics to convince you to get 

services you don’t need. 

Take steps to prevent being a victim:

•	 Contact your dealer about the status of warranties and 

service packages.

•	 Pay off existing car loans before trading the car in.

•	 Set up financing with a bank or lender before going to 

the dealership

•	 Get written estimates for repair work.

For more information or to file a complaint, contact:

•	 State consumer protection office (p. 106).

•	 Federal Trade Commission (p. 102).

CREDIT

Credit is the opportunity to borrow money from a bank, 

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

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

loans can affect your ability to get other loans, rent an 

apartment, insurance rates, or get a job. Not having a credit 

history can also increase the interest rates for borrowing 

money and the amount you pay for apartment or utility 

service deposits. 

The Equal Credit Opportunity Act offers you protection. 

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

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

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

Mexico, Texas, Washington, or Wisconsin).

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

•	 Refuse to consider public assistance income, regularly 

received alimony, or child support.

•	 Refuse to consider income because of your sex or marital 

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

benefits.

You have the right to: 

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

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

combined last name.

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

necessary.

•	 Keep your own accounts after you change your name 

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

evidence that you are unable or unwilling to pay.

•	 Know why a credit application is rejected—the creditor 

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

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

determine its rejection, if you ask within 60 days.

•	 Have accounts shared with your spouse reported in both 

of your names.

•	 Know how much it will cost to borrow money.

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

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

www.consumerfinance.gov/fair-lending. 

LOANS

There are different types of loans. Some are secured 

loans, where you pledge collateral. Collateral is an item 

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

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

you can’t repay the loan, the lender will take your collateral 

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

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

Lenders consider these as more risky than secured loans, 

so they charge a higher interest rate for them. 

Home Equity Loans

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

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

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

bills, and home repairs. If you are unable to make payments 

on time, you could lose your home.

Home equity loans can be either a revolving line of credit 

or a lump sum. Revolving credit lets you withdraw funds 

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

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

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

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

by finance companies.

If you rent your home, or even a room, on a short term basis 

it may be harder to refinance or get a home equity loan. 

CREDIT

Lenders may consider your home a commercial property, 

instead of a personal residence. As a result, the lender may 

deny your home equity loan application or charge a higher 

interest rate.

Installment Loans

Installment loans are loans that are repaid over time with 

a set number of scheduled payments. The most common 

installment loans are mortgages or car loans. Before you 

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

large purchase, make sure you fully understand all of the 

lender’s terms and conditions, including: 

•	 The dollar amount you are borrowing.

•	 The payment amounts and when they are due.

•	 The total finance charge, including all interest and fees 

you must pay to get the loan.

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

of the loan.

•	 Penalties for late payments.

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

•	 Penalties if you pay the loan back early.

The Truth in Lending Act requires lenders to give you this 

information so you can compare different offers. 

CREDIT CARDS

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

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

borrowed. Having a credit card is sometimes necessary to 

make travel reservations and create online accounts. Some 

sellers, in fact, only accept credit or debit card payments. 

There are many types of credit cards with various features. 

The card you choose depends on how you plan to use it. 

Are you going to use it for everyday purchases or larger 

purchases? Do you plan to pay off your balance each 

month?

 When you apply for a credit card, consider:

•	 Variable Annual Percentage Rate (APR). If the 

interest rate is variable, how is it determined, and when 

can it change?

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

the finance charge on your balance each billing period.

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

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

cardholder. 

•	 Rewards programs. Can you earn points for flights, 

hotel stays, and gift certificates for stores or services? 

Use online tools to find the card that offers the best 

rewards for you. 

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

your bill before finance charges start. Without this period, 

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

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

•	 Finance charges. Most lenders calculate finance 

charges using an average daily account balance, which 

is the average of what you owed each day in the billing 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 15

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

subtracts your payment from your beginning balance. 

This method usually has the lowest finance charges. 

Check whether there is a minimum finance charge.

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

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

credit card companies also charge a monthly fee. Be 

careful: sometimes companies will upsell by offering 

other services such as credit protection, insurance, or 

debt coverage, that you don’t need.

•	 Terms and conditions. Read the agreement before 

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

the requirements, such as mandatory arbitration or 

repossession clauses.

•	 Balance carry over. Charge cards require you to pay 

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

Typical credit cards allow you to carry a balance.

•	 Security features. Does the card issuer offer fraud 

alerts or text messages immediately after purchases, or 

let you turn your card on and off?

Protect your physical card and the credit card number. If a 

thief gets it, they can make a duplicate card to use in stores. 

He or she could use your number online or save it in a digital 

wallet. If you lose your credit card or it is stolen, call the 

issuer immediately. Once you report it, you have no further 

responsibility for unauthorized charges. Your maximum 

liability under federal law is $50 per card.

The Fair Credit and Charge Card Disclosure Act requires 

credit and charge card issuers to include the interest rates, 

terms and conditions, and fees on credit applications. You 

can also do your own research. There are many websites 

available to help you compare credit cards; some provide 

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

You have a right to cancel your card at any time. However, 

that doesn’t cancel any outstanding balance on the card. 

Continue paying the credit card bill until the balance is $0. 

If you used this credit card number for recurring charges, 

such as insurance premiums or gym memberships, 

make sure to update your payment information. See the 

“Recurring Payments” box on page 27 for more information.

Visit www.consumerfinance.gov/credit-cards/

knowbeforeyouowe to view an interactive version of a 

sample credit card bill.

CREDIT

CREDIT

The Consumer Financial Protection Bureau (CFPB) 

provides information on selecting a credit card appropriate 

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

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

CHIP AND PIN CREDIT CARDS

Chip and PIN credit cards offer you additional protection 

from fraud. The chip makes it difficult for a counterfeiter to 

produce a fake credit card using your payment information.

Even with more security features, you still need to secure 

your credit cards. Check your statements regularly, don’t 

share your PIN, and report suspected fraud to your credit 

card issuer. Visit www.consumerfinance.gov for more 

information.

ORDER YOUR FREE CREDIT REPORTS

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

of the three major credit reporting agencies—Equifax, 

Experian, and TransUnion. If you ask the credit bureaus 

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

may want to request your credit reports one at a time, every 

four months, so you can monitor your credit throughout 

the year without having to pay for a report. Order your free 

report, through www.annualcreditreport.com or call 

1-877-322-8228.

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

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

address correct?

•	 Are employers, creditors, or home addresses listed that 

don’t belong to you? 

•	 Are account statuses correctly reported as open, 

closed, or delinquent? 

•	 Do judgements, such as liens or bankruptcies, appear 

correctly? 

If there are any inaccuracies, contact the credit reporting 

agency and creditor that furnished that information to 

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

complaint with the Consumer Financial Protection Bureau. 

Complaints

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

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

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

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

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

the best federal or state regulatory agency to contact.

Contact the CFPB to complain about a credit bureau. For 

complaints about a department store that offers credit, 

or other Federal Deposit Insurance Corporation (FDIC)-

insured financial institution, write to the agency’s Consumer 

Response Center (p. 102). 

Credit Card Billing Disputes 

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

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

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

receive. To dispute these charges:

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

statement date of the bill with the disputed charge. 

•	 Include your name and account number, the date 

and amount of the disputed charge, and a complete 

explanation of why you are disputing the charge. Send 
16 www.USA.gov To contact an organization, use the directory beginning on page 64 

CREDIT

your letter by certified mail. Request a return receipt, to 

make sure it is received.

The creditor or card issuer must:

•	 Acknowledge your letter in writing within 30 days of 

receiving it and conduct an investigation within 90 days of 

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

dispute during the investigation.

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

error. 

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

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

finance charges.

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

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

the creditor, unless your credit card agreement includes a 

mandatory arbitration clause (p. 62).

CREDIT REPORTS AND SCORES

A credit report contains past information on where you 

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

have filed for bankruptcy. Credit reporting agencies (CRAs) 

gather this information and sell it to creditors, employers, 

insurers, and others. The most common type of CRA is the credit bureau. There are three major credit bureaus: 

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

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

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

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

1-888-909-8872 to place a fraud alert.

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

or dispute with a credit reporting agency.

CREDIT CARD BALANCE TRANSFERS

If you want to reduce your debt, you could transfer other 

credit balances to a credit card with a lower interest rate. 

The card issuer may also offer a low teaser interest rate, 

0-5%, for a set introductory period. Use an online balance 

transfer calculator to see if you’ll actually save money by 

consolidating your debt. Consider all the factors before 

you transfer a balance: 

•	 Will you qualify for the advertised interest rates and 

teaser rates? Only people with good or excellent credit 

scores qualify for the advertised rates.

•	 How long will the teaser rate be in effect? 

•	 Will your budget allow you to pay the balance off before 

the introductory period ends?

•	 How much is the balance transfer fee? The card 

issuer will assess a balance transfer fee, often 3-5% 

of the transferred balance. You must pay this amount 

immediately. 

•	 What is the maximum amount you can transfer? 

•	 Will you lose the introductory rate if you are late making 

a payment?

Continue paying on your existing credit card balance, until 

you get a confirmation that balance has transferred. Visit 

www.consumerfinance.gov and studentaid.ed.gov/sa/

repay-loans/consolidation to learn more about other debt 

and student loan consolidation.

SOFT AND HARD CREDIT INQUIRIES

Soft and hard credit inquiries are two ways of pulling your 

credit report. Both give a company access to your credit 

history, but they are used for different reasons and have 

different impacts on your credit score.

A soft inquiry occurs when a company pulls your credit 

report, without you initiating it. Lenders and credit 

companies do a soft inquiry to decide whether or not to 

pre-approve you for credit. Employers, current lenders, 

and landlords may also do a soft pull. Downloading your 

own credit report is another example of a soft inquiry. Soft 

inquiries don’t affect your credit score. 

A hard inquiry occurs when a lender pulls your credit 

report to make a lending decision, after you apply for 

credit. You have to authorize hard inquiries. Each hard 

inquiry can reduce your credit score. If there are hard 

inquiries on your credit report, that you didn’t authorize, it 

could be fraud. Dispute hard inquiries you didn’t authorize 

with the creditor listed and the credit bureaus. If neither 

will help, file a complaint with the CFPB (p. 93). 

Credit Scores 

A credit score is a number that lenders and other 

companies use to evaluate your credit risk, at one point 

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

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

Credit scores are based on the information in your credit 

reports, such as: 

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

•	 Available credit. What is the total amount of credit 

available across all of your accounts?

•	 Credit utilization. How much of your available credit 

are you using?

•	 Inquiries and new accounts. Have you recently 

applied for credit or purchased items that required a 

company to review your credit reports?

•	 Type of accounts. What is the mix between your 

mortgage, car loans, credit cards, and other credit 

accounts?

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

your oldest and newest accounts, along with the average 

across all accounts?

There is no universal credit score; there are different 

versions, created by different companies. Each credit score 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 17

CREDIT

CREDIT

provider uses their own formula to create a score for you 

and places different amounts of emphasis on these factors.

Although you can get your free credit reports from 

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

get your credit score. Some credit card issuers include a 

credit score to card holders on their credit card statement.

Tips for Building a Better Credit History

•	 Pay your bills on time. Delinquent payments and 

collections negatively affect your score.

•	 Keep balances low on credit cards and other “revolving 

credit.” High outstanding debt lowers your score.

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

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

•	 Pay off debt instead of moving it around. 

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

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

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

deals that offer you a fast, easy solution.

Negative Information in Your Credit Report

Negative information concerning your use of credit 

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

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

personal debt repayment plan will improve your credit 

history. A bankruptcy can be kept on your credit report 

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

liens indefinitely. Information about a lawsuit or an unpaid 

judgment against you can be reported for seven years or 

until the statute of limitations runs out, whichever is longer. 

Hard inquiries remain on your report for two years.

Other negative items that can land on your credit report 

are outstanding parking fines and local government debts, 

once turned over to a collection agency.

A company can deny you credit, housing, insurance, or 

a job as a result of a credit report. If this happens, the 

company must give you the name, address, and telephone 

number of the CRA that provided the report. Under the Fair 

Credit Reporting Act (FCRA), you have the right to request 

a free report within 60 days if a company denies you credit 

based on the report. 

Incorrect Information in Your Credit Report

If there is inaccurate or incomplete information in your 

credit report:

•	 Contact the CRA and the company that provided the 

information.

•	 Tell the CRA in writing what information you believe is 

inaccurate. Keep a copy of all correspondence.

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

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

your report to the major credit reporting agency’s online 

dispute website when you submit your dispute.

Under the FCRA, the information provider is required to 

investigate and report the results to the credit reporting 

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

FCRA requires that company to notify all nationwide credit 

reporting agencies to correct your file. If the investigation 

does not solve your dispute, ask that your statement 

concerning the dispute be included in your file. A notice 

of your dispute must be included whenever the credit 

reporting agency reports the negative item. If the creditor 

that supplied the information about you goes out of 

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

agency must remove the item from your credit report.

DEALING WITH DEBT 

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

your own. Contact your creditors and inform them that you 

are having difficulty making payments; they may be able to 

modify your payment plan. First, develop a realistic budget 

so you can see your income and expenses in one place 

and look for ways to save money. Visit www.consumer.gov/

articles/1002-making-budget#!what-it-is for help in creating 

a budget.

Debt Collection

The Fair Debt Collection Practices Act applies to those 

who collect debts owed to creditors for personal, family, 

and household expenditures. These debts include car 

loans, mortgages, charge accounts, and money owed for 

medical bills. A debt collector is someone hired to collect 

money you owe. 

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

collector must send you a written notice that tells you the 

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

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

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

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

the creditor in writing and send a copy to the collection 

agency with a letter telling it not to contact you. 

A debt collector may not:

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

am or after 9 pm, unless you agree.

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

employer disapproves.
18 www.USA.gov To contact an organization, use the directory beginning on page 64 

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

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

to take a specific action.

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

except to find out where you live and work.

•	 Harass you with repeated telephone calls, profane 

language, or threats to harm you.

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

•	 Threaten to have money deducted from your paycheck 

or to sue you, unless the collection agency or creditor 

intends to do so and it is legal.

File a complaint about a debt collection company with 

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

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

consumer protection agency (p. 106).

Credit Counseling Services

Counseling services are available to help you budget money 

and pay bills. Credit unions, extension offices, military 

family service centers, and religious organizations offer free 

or low-cost credit counseling. 

Some local nonprofit agencies provide educational 

programs on money management. They can also help you 

develop debt payment plans. Make certain that the agency is 

accredited by a nationally recognized association of credit 

counselors.

Typically, a counseling service will negotiate lower 

payments with your creditors, and then make the payments 

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

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

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

•	 What services do you offer? Look for an organization 

that offers budget counseling and money management 

classes as well as debt-management planning. 

•	 Do they offer free information? Avoid organizations that 

charge for information or make you provide a lot of details 

about your problem first.

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

Beware of agencies that charge large up-front fees.

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

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

reports on your accounts?

•	 Can they negotiate with creditors to lower or eliminate 

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

creditors to verify the agreement.

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

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

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

somewhere else for help.

•	 Will the counselor help you prevent future debt 

problems? Getting a plan for avoiding future debt is as 

important as solving the immediate debt problem.

CREDIT

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

writing before you pay any money.

•	 Are your counselors accredited or certified? Legitimate 

credit counseling firms are affiliated with the National 

Foundation for Credit Counseling (p. 137) or the Financial 

Counseling Association of America (p. 136). 

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

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

complaints have been filed about the counseling service 

you are considering.

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

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

counseling agencies or credit counseling providers. 

Credit repair companies advertise that they can erase bad 

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

Repair Organizations Act, credit repair companies cannot 

require you to pay until they have completed promised 

services. They must also give you:

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

Federal Law before you sign a contract.

•	 A written contract that spells out your rights and 

obligations.

•	 Three days to cancel without paying any fees.

Some credit repair companies promise to help you establish 

a whole new credit identity. You can be charged with 

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

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

false statements on a loan or credit application, to give 

a false Social Security number, or to obtain an Employer 

Identification Number from the Internal Revenue Service 

under false pretenses. Contact your state consumer affairs 

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

CREDIT SCAMS

Be aware of these common signs of credit scams:

•	 A credit repair company offers to issue a credit profile 

number to rebuild your credit. These numbers are often 

stolen social security numbers.

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

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

Take these steps to avoid being a victim:

•	 Don’t accept offers for a new ID number as a way to 

improve your credit.

•	 Get your credit reports at www.annualcreditreport.com

to verify credit accounts in your name.

For more information or to file a complaint, contact:

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

•	 Consumer Financial Protection Bureau (p. 93).
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 19

EDUCATION

EDUCATION

EDUCATION

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

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

compare financial aid packages, and how to repay any 

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

collegescorecard.ed.gov to determine the quality of a 

school by viewing cost data, students’ graduation rates. The 

website also offers data on graduates’ ability to repay loans, 

and earnings after graduation.

You should also check that the school is accredited by a 

nationally recognized accrediting agency. Accreditation 

ensures that education programs meet acceptable levels of 

quality. Start your search for an accredited schools at ope.

ed.gov/accreditation.

FOR-PROFIT SCHOOLS

For-profit colleges offer a flexible way to attend college, but 

some of them don’t live up to their promises. 

Some recruiters use high pressure sales tactics to rush 

you into enrolling. They may overstate the qualifications of 

instructors, lie about the school’s accreditation or ability 

to transfer credits, overpromise on your job prospects, 

exaggerate graduation rates, and the success of previous 

graduates. Unlike traditional colleges, you must sign a 

contract before starting classes. If you have a problem 

with the school’s program or policies, you may be banned 

from suing, due to a mandatory arbitration clause in the 

contract. If you enroll at a for-profit school:

•	 Read the terms and conditions of the contract closely. 

Don’t feel rushed to review the materials, costs, and/or 

intimidated to ask questions.

•	 Beware if a recruiter encourages you to provide false 

information on your FAFSA.

•	 Investigate the accreditation of the school at 

ope.ed.gov/accreditation/Search.aspx.

•	 Research the number of former students that have 

defaulted on student loans and/or dropped out.

•	 Ask what is the average amount of debt students have 

once they complete the program or when they drop out.

•	 Find out how many people have graduated from the 

same major and have found gainful employment in their 

area of study.

PAYING FOR COLLEGE

Many state governments have created 529 Plans that help 

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

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

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

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

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

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

College savings plans allow you to invest money in several 

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

education. There may also be tax benefits, such as credits 

and deductions, when you contribute to some college savings 

plans. Visit www.irs.gov/uac/tax-benefits-for-educationinformation-center for more information.

Resources

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

studentaid.ed.gov, provides information on preparing 

for and funding education beyond high school with 

details on federal aid programs. The Consumer Financial 

Protection Bureau offers tools and calculators at www.

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

to compare financial aid offers, and interactive wizards to 

create a plan for repaying student loans. The website

www.finaid.org offers calculators to help you determine 

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

how much aid you will need.

Download the Department of Education’s checklists 

that explain how to apply for financial aid and college at 

studentaid.ed.gov/sa/prepare-for-college/checklists. 

Also, the National Association of Student Financial Aid 

Administrators provides advice, tips, and information on 

financing your education at www.nasfaa.org.

Financial Aid

Student financial aid is available from a variety of sources, 

including the federal government, individual states, colleges 

and universities, and other public and private agencies and 

organizations. The four basic types of college aid are:

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

generally awarded according to financial need.

•	 Work-Study. The Federal Work-Study Program is a 

federally funded source of financial assistance used to 

offset financial education costs. Students who qualify 

earn money by working while attending school. This 

money does not have to be repaid.
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EDUCATION

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

community organizations, private institutions, and trusts. 

Scholarships do not have to be repaid and are generally 

awarded based on specific criteria.

•	 Loans. Funds are borrowed and must be repaid with 

interest. As a general rule, federal student loans have 

more favorable terms and lower interest rates than 

traditional consumer loans.

Applying for Aid

You must complete and submit a Free Application for 

Federal Student Aid (FAFSA) to apply for federal student 

aid. You can now file your FAFSA starting on October 1, to 

qualify for funding for the next school year. FAFSA on the 

Web is the quickest and easiest method of applying. Go to 

fafsa.ed.gov to apply. 

You can hire a college aid planner, a professional to guide 

you through the FAFSA process. This planner’s role is 

to improve your application so you can qualify for the 

most financial aid. If you use this service, remember that 

they are not certified like financial planners or certified 

public accountants. If you only need a small amount of 

help contact your school, counselor, or public library, for 

free. If the planner charges fees, but doesn’t deliver on its 

promises, it could be a scam. Learn more about financial 

aid scams at studentaid.ed.gov/sa/types/scams.

Federal Student Aid Information Center

The Federal Student Aid Information Center (FSAIC) can 

answer your federal student financial aid questions and 

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

FSAIC automated response system to find out whether your 

EDUCATION SCAMS

Be aware of these common signs of education scams:

•	 Ads promote ways that can wipe out student loan debt.

•	 Companies charge money for access to scholarships 

but don’t deliver.

•	 IRS imposters call and threaten you with a fraudulent 

“student tax” that you must pay or face arrest.

Take steps to protect yourself:

•	 Talk to guidance counselors at school to get scholarship 

information for free. 

•	 Research companies that claim to help you with your 

education finances.

•	 Don’t give payment information to anyone who has 

called you demanding immediate payment.

For more information or to file a complaint, contact:

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

•	 The Federal Trade Commission (p. 102).

•	 Consumer Financial Protection Bureau (p. 93).

FAFSA has been processed and to request a copy of your 

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

see page 94.

Federal Loan Program Repayment Information

•	 Public Service Loan Forgiveness Program. Offers 

forgiveness for outstanding federal loans for individuals 

working full time in public service jobs. 

•	 Income-Based Repayment Plan. Helps to make 

repaying education loans more affordable for low-income 

borrowers. 

For more information on these programs as well as other 

repayment resources and tools, visit these resources:

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

studentaid.ed.gov/sa/repay-loans

•	 National Association of Student Financial Aid 

Administrators: www.nasfaa.org

•	 Consumer Financial Protection Bureau’s Know Before 

You Owe repayment tool at www.consumerfinance.gov/

paying-for-college/repay-student-debt.

Comparing Student Loans

Not all student loans are the same, especially federal and 

private loans. Federal student loans are offered through the 

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

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

lower interest rates than private loans. While federal loans 

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

make this a requirement. Visit studentaid.ed.gov/sa/types/

loans/federal-vs-private to learn more about the difference 

between these loans. 

Before you get a loan, determine how much money you 

need to borrow and only borrow that amount. When you 

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

loan you have. Once your student loan becomes due:

•	 Maintain accurate records of your loan, including the loan 

agreement, interest rates, and account numbers.

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

•	 Make certain that the loan servicer has your current 

contact and bank account information (if payments are 

withdrawn automatically).

Use the Consumer Financial Protection Bureau’s tools at 

www.consumerfinance.gov/paying-for-college to compare 

financial aid offers.

Receiving Student Aid

Your school must make your federal student aid available 

to you, without charging excessive fees to access the 

funds. You have the right to have the money deposited into 

a bank account that you already have, without any penalty. 

A college must provide a list of the options for receiving 

your financial aid, without showing bias to any option. Your 

school can’t require you to open an account with a specific 

bank or a prepaid card to receive your money. Contact the 

Department of Education (p. 94) to learn more about federal 

student aid disbursements. 
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EMPLOYMENT

EMPLOYMENT

Defaulting on Student Loans

A default means you failed to make scheduled payments on 

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

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

days have passed without a payment. The consequences of 

default can include: 

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

immediately due and payable.

•	 Your loan account is assigned to a collection agency.

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

damaging your credit rating. 

•	 Your federal and state taxes may be withheld through a 

tax offset. This means that the Internal Revenue Service 

can take your federal and state tax refund to collect on 

your defaulted student loan debt.

•	 Your employer can withhold money from your pay and 

send the money to the government. This process is called 

wage garnishment.

Contact your loan servicer immediately if you are having 

difficulty making your payments. The servicer may be able 

to help by changing your repayment plan, switching the due 

date, getting a deferment or forbearance, or consolidating 

your student loans.

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

information to avoid defaulting on your student loan.

EMPLOYMENT

Numerous websites post private industry job openings. In 

addition, all federal government jobs are announced to the 

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

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

not replace traditional and proven job-hunting approaches 

such as networking, personal contacts, business 

organizations, and interviewing.

Read your entire employment contract. Some employers 

include a mandatory arbitration clause in your contract. This 

prevents you from suing them for any wrongdoing, abuse, or 

harassment. See “Mandatory Aribitration” (p. 62).

WORK-AT-HOME COMPANIES 

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing, and assembly or 

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

of America’s Fastest-Growing Industries. Earn thousands 

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

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

questions you might ask a promoter:

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

sponsor to list every step of the job.

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

commission?

•	 Who will pay me?

•	 When will I get my first paycheck?

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

including supplies, equipment, and membership fees? 

What will I get for my money?

The answers to these questions may help you determine 

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

circumstances, and whether it is legitimate.

Direct Selling 

Direct selling is a way to sell products directly to customers, 

often in their homes. As a seller you are an independent 

consultant, not an employee of the manufacturer. You buy 

your inventory from the manufacturer, then advertise the 

merchandise to potential customers. 

Multi-level marketing programs involve selling products 

and then recruiting and training other people to sell 

products. You can earn commissions on the products 

you sell and the sales of consultants you recruited. Some 

EMPLOYMENT SCAMS

Be aware of these common signs of employment scams:

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

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

services promised.

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

require you to spend your own money for equipment and 

supplies.

Take steps to protect yourself:

•	 Check out the reputation of employment agencies or 

companies offering work with your state’s attorney 

general (p. 137).

•	 Meet with the job promoter in person to talk about tasks, 

salaries, and logistics.

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

For more information or to file a complaint, contact:

•	 Your state consumer protection offices (p. 106).

•	 The Federal Trade Commission (p. 102).
22 www.USA.gov To contact an organization, use the directory beginning on page 64 

EMPLOYMENT

multilevel marketing programs are illegal pyramid schemes. 

In pyramids, commissions are based on the number of 

distributors recruited, rather than selling actual products.

If you are considering direct selling, ask plenty of questions:

•	 Do you have to sign a distributor agreement? Read it

closely before you agree to be a consultant.

•	 Can you attract and maintain regular customers?

•	 What is a realistic amount of income you can expect?

•	 Are there reports of deceptive practices by the selling

plan or by a recruiter?

•	 How much does it cost to sell this product? In addition to

start up costs, consider annual fees, shipping costs, fuel,

and advertising.

•	 How much merchandise do you have to buy for inventory?

•	 Are monthly minimum sales required to earn a

commission?

•	 Will you be required to recruit new distributors to earn

your commission?

•	 What are the return policies for merchandise you didn’t

sell?

The Direct Selling Association (DSA) has a code of 

conduct for companies to follow. Report violations to the 

DSA at www.dsa.org/consumerprotection/filing-a-codecomplaint. Report deceptive direct selling to the Federal 

Trade Commission (p. 102).

SHARING ECONOMY AND TAXES

You may be responsible for paying taxes on the income 

you receive from driving paying passengers in your private 

car or renting out your home. If you rent out your home, 

you may also need to collect occupancy tax from renters. 

Keep track of the income and expenses used for this work. 

The IRS offers more information if you work in the sharing 

economy at www.IRS.gov. 

UNEMPLOYMENT 

The government’s Unemployment Insurance Program 

provides benefits to eligible workers who become 

unemployed through no fault of their own and who meet 

other eligibility requirements. Each state administers 

its own program under federal guidelines. Eligibility 

requirements, benefit amounts, and length of benefits are 

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

unemployment-insurance/index.htm for more information.

Some states offer extended unemployment benefits for 

eligible recipients. Visit workforcesecurity.doleta.gov for the 

latest information regarding your state’s benefit programs. 

If you are unemployed you may also lose employer 

sponsored benefits. Check how benefits, such as your 

health insurance and money in your 401K or other retirement 

plans are affected. 

FOOD AND NUTRITION

Consumers have a wide variety of food choices available. 

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

your budget. 

HEALTHY FOOD CHOICES

To help you make healthy food choices, the federal 

government posts dietary guidelines at health.gov/

dietaryguidelines. Federal regulations also require many

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

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

information about food labels.

Check out these resources for advice, tips, and information 

on food shopping and nutrition:

•	 U.S. Department of Agriculture (p. 93)

•	 U.S. Food and Drug Administration (p. 96)

•	 Nutrition.gov (www.nutrition.gov)

•	 MedlinePlus.gov (www.medlineplus.gov)

•	 Center for Nutrition Policy and Promotion

(www.cnpp.usda.gov)

•	 Choose My Plate (www.choosemyplate.gov)

FOOD SAFETY

Food safety in the home revolves around three main 

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

practicing a few simple rules for cleaning, separating, 

cooking, and chilling, you can prevent most foodborne 

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

your gateway to government food safety information. 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. 94)

www.cdc.gov/foodsafety

•	 FDA’s Food Information Hotline

www.fda.gov/Food

Toll free: 1-888-723-3366

•	 Partnership for Food Safety Education

www.fightbac.org
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FOOD AND NUTRITION

FOOD AND NUTRITION

•	 USDA Food Safety and Inspection Service 

www.fsis.usda.gov/wps/portal/fsis/home

•	 USDA Meat and Poultry Hotline 

Toll free: 1-888-674-6854

Food Product Dating

The dates printed on milk, meat, poultry, and egg cartons. 

can be confusing. But you could be throwing food out too 

early and wasting money. The printed dates relate to the 

item’s peak quality, not to the safety of the food. USDA 

offers these explanations of the dates:

•	 Sell by - the last date that a store can have an item on 

display for sale.

•	 Best if used by - Recommended date to use by for best 

quality and taste.

•	 Use-By - the last date recommended for the use of the 

product while at peak quality.

Store your food promptly for safety and highest quality. Use 

the storage chart on this page for recommendations for the 

length of time to store food in your refrigerator. 

Download the FoodKeeper app on your mobile phone, or 

call the Meat and Poultry Hotline (p. 93) for more detailed 

information.

Storage times for the refrigerator:

TYPE OF FOOD SAFE STORAGE )(40 °F)

Bacon 7 days

Eggs (in the shell) 3-5 weeks

Fresh beef, lamb, or pork 3-5 days

Fresh fish or shellfish 1-2 days

Hamburger and ground 

meats

1-2 days

Hot dogs 1 week (opened pack)

2 weeks (unopened pack)

Luncheon meat 3-5 days (opened pack)

2 weeks (unopened pack)

Poultry 1-2 days

Cooked leftovers 3-4 days

FOOD SCAMS

Be aware of these common signs of food scams:

•	 Farm raised seafood falsely labeled as the more 

expensive wild versions. 

•	 Door to door salesmen use high pressure tactics to sell 

meat, supposedly leftover from a previous delivery.

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

quality (and more expensive version) promised. 

Take steps to protect yourself:

•	 Shop at grocers and markets you trust.

For more information or to file a complaint, contact:

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

SAVING MONEY ON GROCERIES

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

within your food budget. Follow these tips to get the most 

from your grocery budget:

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

home before grocery shopping.

•	 Make a shopping list and stick to it.

•	 Use apps to compare prices between grocery stores so 

that you can get the best deal.

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

best deal. 

•	 Buy the generic store brand versions of foods.

•	 Take advantage of store loyalty savings programs, as well 

as clipping coupons and online discounts.

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

manufacturers have reduced the amount of food in the 

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

the same as a price increase.

•	 Visit your local farmers market to find fresh produce. Find 

your local farmers market at www.ams.usda.gov/localfood-directories/farmersmarkets.

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

plentiful, the prices tend to be lower.

If you need assistance with food expenses, you may qualify 

for assistance from the Supplemental Nutrition Assistance 

Program (SNAP). Learn more at www.fns.usda.gov/snap/

supplemental-nutrition-assistance-program-snap. The 

Senior Farmers Market Nutrition Program issues coupons 

to low-income seniors for use at farmers markets. Details 

are available at www.fns.usda.gov/sfmnp/overview.

ORGANIC FOODS

Organic foods are grown and processed according to 

USDA regulations and follow specific rules concerning pest 

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

foods tend to be more expensive than conventionally grown 

foods. The USDA does not claim that organic food is safer 
24 www.USA.gov To contact an organization, use the directory beginning on page 64 

FOOD AND NUTRITION

or healthier than other foods.

Look for the USDA organic seal to verify that 

food is certified organic. Visit www.ams.usda.

gov for more information about organic foods.

Other common labels that help you choose 

certain types of food products include: 

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

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

access to food, fresh water, and the outdoors.

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

products labeled as “natural” must be minimally processed 

and contain no artificial ingredients.

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

nutrients from grass throughout their life, while organic 

animals’ pasture diet may be supplemented with grain.

HEALTH CARE

There are plenty of resources available to help you make

health care decisions. Be wary of websites sponsored by

companies selling a particular treatment. Contact trusted

associations or visit websites run by government agencies 

and recognized organizations. This information should not 

replace, what you receive from a doctor. Some sites that 

share trustworthy information include:

•	 Cleveland Clinic (myclevelandclinic.org) Offers articles,

videos, and tools to help you manage your health.

•	 HealthFinder.gov (healthfinder.gov)—Provides

information and tools to help you stay healthy.

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

symptoms, diseases and procedures.

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

Provides links to websites suggested by librarians.

•	 MedlinePlus(www.medlineplus.gov)—Provides

information on illnesses, diseases, and wellness issues.

CHOOSE A DOCTOR

When searching for a doctor, dentist, or other health care 

professional:

•	 Find out whether he or she is licensed in your state. A

state or local occupational and professional licensing

board can give you this information.

•	 Research whether he or she 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 performed

the procedure you need or has treated your condition. You

may be able to find some of this information online.

•	 Check whether there have been any complaints or

disciplinary actions taken against the provider. Visit

docboard.org for more information. There are also pay-foruse sites with similar information. Visit www.healthfinder.

gov and www.ahrq.gov/patients-consumers for more

advice on identifying and working with providers.

•	 Find out which doctors participate in your health

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

providers (facilities, radiologists, anesthesiologists) are

also covered by your plan, to avoid surprise bills.

Consider these questions regarding your health care 

provider and his or her practice:

•	 Do the office hours work with your schedule?

•	 Does the doctor have privileges to practice medicine at

the hospital you prefer?

•	 Do you feel that you communicate well with each other?

Does the doctor listen to your concerns and explain

diagnoses, benefits of new treatments, and prescriptions

clearly?

•	 What is the doctor’s appointment cancellation policy?

•	 Will you have to pay for a cancelled appointment?

Filing a Complaint

File a complaint with your state medical board if you have 

a complaint about the medical services you received from 

a physician. Visit www.fsmb.org/state-medical-boards/

contacts or call 817-868-4000 to get the contact information 

of your state’s medical board.

CHOOSE A HEALTH CARE FACILITY 

Online report cards can help you compare health care 

facilities. U.S. News and World Reports rates hospitals 

based on information collected from Medicare records 

and other sources. Visit www.usnews.com/rankings for 

rankings. Compare doctors and health care facilities at 

www.healthgrades.com. 

When determining the best health care facility for you, 

consider these factors:

•	 Does the facility accept payment from your insurance

plan?

•	 Does your doctor have practice privileges to provide

treatment to patients at the facility?

•	 What is the quality of the facility?

•	 Does the facility specialize in services and procedures

that fit with your medical needs?
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HEALTH CARE

HEALTH CARE

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

Find health care facilities in your area at 

www.findahealthcenter.hrsa.gov.

Patient Portals

A patient portal is a website, sponsored by a health 

care facility or health insurer, that gives you electronic 

access to your medical information. You may access 

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

prescriptions, and more. Some portals also provide medical 

advice or have medical staff that provide medical care or 

diagnose symptoms remotely. Visit www.HealthIT.gov or 

contact your health providers for more information.

Elder Care 

The need for services for seniors has grown. The Eldercare 

Locator (www.eldercare.gov) connects older Americans 

and their caregivers with information on senior services. 

Visit acl.gov/Get_Help/Help_Older_Adults/Index.aspx for a 

list of resources to connect older persons, caregivers, and 

professionals with important federal, national, and local 

programs.

If you are looking for a nursing home or other 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 facilities in many states. Go to www.medicare.

gov/nursinghomecompare or call 1-800-633-4227.

•	 Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking local 

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

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

nonprofit organizations that meet the needs of the elderly.

•	 The Commission on Accreditation of Rehabilitation 

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

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

•	 The Joint Commission accredits hospitals, nursing 

homes, and other health care organizations. Check out a 

local facility at their website www.qualitycheck.org. 

Read the contracts with long term care facilities carefully. 

Your contract with a nursing home or assisted living facility 

may include a mandatory arbitration clause that will require 

you to resolve a dispute through arbitration. However, in 

2016 a rule was issued that prohibits mandatory arbitration 

clauses from being included in new contracts with nursing 

homes.

MEDICAL BILLING

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

for the services. For planned medical care, ask questions 

beforehand:

•	 Will there be separate charges for the surgeons, trauma 

teams, anesthesia, dietetics, or other specialists? Are 

they all contracted with your health insurance plan?

•	 How much are facility, activation, or emergency room 

fees? 

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

pay?

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

needed? These items can add to the cost of a hospital 

stay.

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

routine physical exam?

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

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

procedure?

After you receive medical attention, your health insurance 

company will send you a statement or explanation of 

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

amount that your insurance paid, and the amount that you 

are responsible for paying. 

•	 Carefully review both the explanation of benefits from your 

insurance company and invoices from medical providers.

•	 Request line item billing from hospitals if you are 

questioning hospital charges.

HEALTH CARE SCAMS

Be aware of these common signs of health care scams:

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

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

breakthroughs, and cures for serious diseases.

•	 Companies sell fraudulent products (wristbands, 

patches, sprays) to prevent Zika virus.

Take steps to protect yourself:

•	 Talk to your doctor before you take any medication that 

he or she didn’t prescribe.

•	 Don’t share your Medicare or health insurance number 

in exchange for a “free” treatment.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102).

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

•	 Food and Drug Administration (p. 96).
26 www.USA.gov To contact an organization, use the directory beginning on page 64 

HEALTH CARE

•	 Make sure that the medical billing codes, from the service 

provider and your insurer, match the treatment you 

received. Your insurer and the health care provider may 

use different codes, but they should reflect the same 

service.

•	 Find out how to enroll in balance billing for outstanding 

invoices.

•	 Can you get a refund for prepaid medical services or 

stays in long term facilities or hospice centers?

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

your insurance company and medical billing offices.

Use the sample complaint letter (p. 60) if you need to 

dispute a medical bill.

Inpatient or Outpatient Status

The amount you pay out of pocket for a hospital stay 

depends on if your stay is considered inpatient or outpatien

(“under observation”). Even if you stay in the hospital for 

several days, you may still be considered an outpatient. The

hospital must inform you of your status, orally or in writing. 

Patients covered by Medicare must receive a Medicare 

Outpatient Observation Notice (MOON). If they don’t tell 

you, ask for your status.

You often pay more for outpatient stays than inpatient 

hospitalization. In addition, your health insurer or Medicare 

may deny coverage for follow-up services in skilled nursing 

homes.

t 

PRESCRIPTION DRUGS 

Prescription drugs can be a major expense. Before filling 

a prescription, make certain that your pharmacy has your 

current health and prescription insurance information on 

record so you get the best price possible. 

If you have difficulty paying for your medications, contact 

the manufacturer. Some manufacturers have patient 

assistance programs to help you afford your medication.

Online Pharmacies

You may get your prescription filled through an online 

pharmacy. There are legitimate online pharmacies, but also 

some fraudulent ones. They advertise prescription drugs 

for very low prices, but don’t treat your condition. They 

may also charge you for medicines you never received. Be 

suspicious if an online pharmacy:

•	 Allows you to buy medication without a prescription from 

your doctor.

•	 Offers medication at deep discounts that seem too good 

to be true.

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

•	 Sends unsolicited emails (spam) offering cheap drugs.

•	 Does not have a licensed pharmacist available to answer 

your questions.

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

of safe online pharmacies and get more tips to protect 

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

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

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

Medicare Prescription Drug Coverage

Medicare offers prescription drug coverage to senior 

citizens and others who need financial assistance. 

Prescription coverage is available under Part D of the 

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

Advantage Plan. Everyone with Medicare can join a drug 

plan to get this coverage. Not all Medicare drug plans 

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

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

“Medicare Approved” seal on drug discount cards to make 

sure you are getting the best deal. 

Medicare prescription drug coverage pays expenses up 

to a certain dollar amount; once your prescription costs 

exceed that amount, there is a temporary limit on what your 

prescription drug plan will cover. However, once your out-ofpocket spending reaches a higher ceiling, your prescription 

coverage will kick back in. Any amount of prescription drug 

spending between these two limits is called the coverage 

gap or Medicare “donut hole.” If you have limited income 

and resources, you may get extra help to cover prescription 

drugs for little or no cost. Contact the Centers for Medicare 

& Medicaid Services (p. 96) or visit www.medicare.gov for 

more information about Medicare benefits.

CROWDFUNDING

You may use crowdfunding websites to raise money to pay 

for medical expenses, education, or emergencies. 

If you create a crowdfunding campaign, the money you 

collect may be taxed by the IRS. You could also lose your 

eligibility for Medicaid, Social Security income, or food 

vouchers. Contact your local Medicaid , Social Security, or 

SNAP benefits offices to learn how crowdfunding affects 

your eligibilty for benefits.

ADVANCE MEDICAL DIRECTIVES

Advance directives are written documents that tell your 

doctors what kind of treatment you want if you become 

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

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

idea to understand the laws in your state when you write 

advance directives. Also, complete these documents before 

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

your primary care physician. Federal law requires hospitals, 

nursing homes, and other institutions that receive Medicare 

or Medicaid funds to provide written information regarding 

advance medical directives to all patients upon admission.

A living will is one type of advance directive that goes into 

effect when a person is terminally ill. A living will does not 

give you the opportunity to select someone to make medical 

decisions for you, but it does allow you to specify the kind 

of treatment you want in specific situations. For example, 

you might choose to specify that you do not want to be 

treated with antibiotics if death is imminent. You can, if you 
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choose, include an advance directive that you do not wish to 

be resuscitated if your heart stops or if you stop breathing. 

In this case, a Do Not Resuscitate (DNR) order would be 

entered on your medical chart. 

Naming a Durable Power of Attorney 

for Health Care 

A durable power of attorney for health care (sometimes 

called a durable medical power of attorney) specifies the 

person you have chosen to make medical decisions for you. 

A durable power of attorney is activated when you are 

unconscious, or unable to make medical decisions. You 

need to choose someone who meets the legal requirements 

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

most states disqualify anyone under the age of 18, your health 

care provider, or employees of your health care provider.

The person you choose as your agent must:

•	 Be willing to speak and advocate on your behalf.

•	 Be willing to deal with conflict among friends and family 

members, if it arises.

•	 Know you well and understand your wishes.

•	 Be willing to talk with you about these issues.

•	 Be someone you trust with your life.

An emergency contact is not the same as a durable power 

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

but your emergency contact isn’t automatically allowed to 

make medical decisions for you.

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

about choosing people to act on your behalf, such as 

trustees and executors.

HOUSING

Buying or renting a home are some of the most significant 

expenses that you may have as a consumer. There are many 

decisions to make, such as choosing the best housing 

option for you, how to finance it, and choosing movers and 

contractors for home repairs. Use the resources from the 

U.S. Department of Housing and Urban Development at 

www.hud.gov, the Consumer Financial Protection Bureau at 

www.consumerfinance.gov/owning-a-home, as well as 

your local housing department so you know your rights and 

responsibilities. 

RECURRING PAYMENTS

Recurring, or automatic payments, occur when you allow 

a company to withdraw money from your bank account, 

or post to a credit card, on a regular basis. They are a 

convenient way to pay regular expenses, like a mortgage 

or monthly rent, insurance, gym memberships, and 

subscriptions. However, it can be a challenge to dispute 

a payment or cancel a service. Before a company collects 

automatic payments, it must:

•	 Inform you of the terms and conditions.

•	 Get your consent to collect automatic payments.

•	 Tell you how to stop the payments.

Keep your payment information up to date if you sign up 

for recurring payments. Also, mark payments on your 

calendar, to avoid overdrafts.

You have the right to cancel automatic payments but this 

does not cancel your contract with the company. Dispute 

unauthorized automatic charges with your bank or credit 

card company within 60 days. FIle a complaint with the 

FTC (p. 102) if the terms of the service were misleading. 

Complain to the CFPB (p. 93) for any problems with the 

billing.

BUY A HOME

Buying a home is one of the most complex financial 

decisions you will ever make. There are many financial 

and legal issues involved. In addition, you need housing 

professionals, real estate agents, lenders, and home 

inspectors acting in your best interest. Before you buy:

•	 Get a copy of your credit report (p. 15). Your credit report 

affects the interest rates, terms of loans, and the amount 

of a down payment.

•	 Attend home buying workshops, sponsored by local 

organizations or work with a HUD-certified housing 

counselor.

•	 Hire a buyer’s agent who works for you. 

•	 Get prices of similar homes in the neighborhood. 

Knowing these prices can help you avoid overpaying.

•	 Have the property inspected. Use a licensed home 

inspector to look over the property before you buy it.

Mortgages

A mortgage is a loan to purchase a home, where the home 

is the collateral to secure the loan. When shopping for a 

home mortgage, get all of the relevant information:

•	 Research current interest rates. Check the real estate 

section of your local newspaper, use the Internet, or call 

several lenders for information. 
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HOUSING

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

mortgages. Shorter-term mortgages can reduce the 

amount of interest you pay.

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

type of loan from multiple lenders so you can compare 

the information. Be sure to get the APR, which takes into 

account the interest rate, points, broker fees, and other 

credit charges expressed as a yearly rate.

•	 Ask whether the rate is fixed or adjustable. The interest 

rate on adjustable-rate mortgages (ARMs) can vary a 

great deal over the lifetime of the mortgage. An increase 

of several percentage points might raise payments by 

hundreds of dollars per month.

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

rate and loan payment can change.

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

lenders require 20% of the home’s purchase price as a 

down payment. But many lenders offer loans that require 

less. In these cases, you may be required to purchase 

private mortgage insurance (PMI) to protect the lender if 

you fall behind on payments.

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

will be. How much will the monthly mortgage payment be 

when the PMI premium is added, and how long will you be 

required to pay PMI?

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

there is a penalty for doing so.

•	 How much will the property taxes be on the home? This 

expense is often included in your monthly mortgage 

payment.

When you shop for a mortgage, a lender will give you a 

loan estimate form. This form should highlight the main 

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

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

lenders, these forms will help you compare loan options.

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

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

Three business days before the closing, your lender must 

give you a Closing Disclosure. Compare this document 

to the loan estimate you received from the lender in the 

beginning of the home buying journey. Be sure there are no 

discrepancies to avoid costly surprises at closing.

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

samples of both documents, a home loan toolkit and other 

guides for the home buying process.

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

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

consider:

TYPE OF MORTGAGE PROS CONS

Adjustable-rate (ARM) 

or variable-rate mortgage

Usually offers a lower initial rate of interest than 

fixed-rate loans. 

After an initial period, rates fluctuate over 

the life of the loan. When interest rates 

rise, generally so do your loan payments

Balloon mortgage Usually a fixed-rate loan with relatively low 

payments for a fixed period.

After an initial period, the entire balance 

of the loan is due immediately. This type of 

loan may be risky for some borrowers. 

Federal Housing 

Administration (FHA) 

loan

Allows buyers who may not qualify for a home 

loan to obtain one with a low down payment. 

The size of your loan may be limited. 

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

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

If interest rates fall, you could be stuck 

paying a higher rate.

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

monthly payments for a fixed term. .

After an initial period, the balance 

of the loan is due. This could mean 

higher payments, paying a lump sum, or 

refinancing. 

Reverse mortgage Allows seniors to convert equity in their homes 

to cash. You don’t have to pay back the loan and 

interest as long as you live in the house.

The entire loan amount is due immediately 

once the borrower no longer resides in the 

home. This can cause problems for the 

borrower’s estate. 

Veterans Administration 

(VA) loan

Guaranteed loans for eligible veterans, active 

duty personnel, and surviving spouses. Offers 

competitive rates, low or no down payments. 

The size of your loan may be limited. 

HOME FORECLOSURE

Foreclosure is the legal means that your lender can take to 

repossess your home. If you owe more than your property 

is worth, a deficiency judgment is pursued. This action 
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would require you to pay the difference between the amount 

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

deficiency judgments appear on your credit report. 

Take these steps to avoid foreclosure:

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

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

Loss Mitigation Department immediately. Be prepared

to provide financial information, such as your monthly

income and expenses. Without this information, the

lender may not be able to help you.

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

you abandon your property.

•	 Contact a HUD-approved housing counselor.

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

housing counseling agency nearest you.

•	 Contact Making Home Affordable for help. Visit www.

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

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

to a HUD-approved credit counselor who will guide you 

through your options for free.

Beware of offers and sales pitches that target homeowners 

who are struggling to make mortgage payments. Additional 

advice, resources, and tips for homeowners can be found 

under Home Equity Loans (p. 14) and Homeowners and 

Renters Insurance (p. 33).

MOVING COMPANIES

Not all moving companies are the same. Although many 

are legitimate, some attempt to take advantage of their 

clients. Movers may raise the price of the move, after 

your possessions are on their truck, and threaten to hold 

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

guidelines to help you choose the right mover: 

•	 Make sure the mover has an operating license. Visit www.

protectyourmove.gov to verify a mover’s license for moves

from one state to another (inter-state). Check your state,

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

moves within a state (intra-state).

•	 Confirm that the mover has insurance. If items are

damaged during the move, the mover’s insurance should

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

to the coverage. Visit www.fmcsa.dot.gov/protect-yourmove/valuation-insurance for more information about the

levels of mover’s insurance coverage.

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

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

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

complaints.

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

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

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

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

your belongings from their truck.

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

and packing materials, before you move.

HOUSING

If you have a dispute with a moving company, file

a complaint with the Federal Motor Carrier Safety

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

www.fmcsa.dot.gov.

HOME IMPROVEMENTS AND REPAIRS

Home improvements and repairs can cost thousands of

dollars and are the subject of frequent complaints.

When selecting a contractor:

•	 Get recommendations and references. Talk to friends,

family, and others who have used the contractor for

similar work.

•	 Get at least three written estimates. Insist that

contractors come to your home to evaluate what needs

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

work so you can make meaningful comparisons.

•	 Check contractor complaint records with your state or

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

Business Bureau (p. 67).

•	 Make sure the contractor meets licensing and registration

requirements. Your state or local consumer protection

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

requirements.

•	 Get the names of suppliers and ask them whether the

contractor makes timely payments.

•	 Contact your local building inspection department to

check the permit and inspection requirements. Be wary

if the contractor asks you to get the permit; it could mean

the firm is not licensed.

•	 Be sure your contractor is insured. The contractor should

have personal liability, property damage, and workers’

compensation insurance for workers and subcontractors.

•	 Insist on a written contract that states exactly what work

will be done, the quality of materials that will be used,

warranties, timetables, the names of any subcontractors,

the total price of the job, and the schedule of payments.

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

limiting the amount of down payment required.

•	 Understand your payment options. Compare the cost of

getting your own loan versus contractor financing.

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

are satisfied with the work and know that subcontractors
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HOUSING

and suppliers have been paid. Beware: some state laws 

allow unpaid subcontractors and suppliers to put a lien 

on your home for bills the contractor failed to pay.

HOUSING SCAMS

Be aware of these common signs of housing scams:

•	 Foreclosure rescue companies offer to negotiate directly 

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

them instead of your loan servicer.

•	 A lender encourages you to lie about your income, 

expenses, or cash available for down payments in order 

to get a loan.

•	 You are asked to sign purchase or sale documents 

without reviewing them, or with blank spaces.

Take steps to protect yourself:

•	 Research lenders and realtors.

•	 Attend homebuyer classes through a HUD-certified 

housing counselling agency.

For more information or to file a complaint, contact:

•	 The Consumer Financial Protection Bureau (p. 93).

•	 The Department of Housing and Urban Development 

(p. 98).

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

to withhold payment to the credit card company until 

problems are corrected.

Be especially cautious if the contractor:

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

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

•	 Offers you discounts for finding other customers.

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

•	 Pressures you for an immediate decision.

•	 Can only be reached by leaving messages with an 

answering service.

•	 Has no physical address for the business.

•	 Has out-of-state license plates.

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

With most home improvements, federal law gives you 

three business days to cancel without penalty. See the 

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

any benefit already received. State laws may also provide 

some protection. And remember, if you finance home 

improvements with a home equity loan (p. 14) and do not 

make your payments, you could lose your home.

RENTING AND LEASING

You may choose to rent a home, instead of buying one. 

Renting offers flexibility, and eliminates some major 

expenses, like property taxes, down payment, and property 

maintenance. Take these steps and be prepared when you 

meet with a prospective landlord:

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

before starting your apartment search.

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

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

your prospective landlord has any existing complaints 

from previous tenants.

•	 Bring a completed rental application with you; written 

references from previous landlords, employers, friends, 

and colleagues.

•	 Get all promises for discounts or amenities in writing.

•	 Know your rights to live in a habitable rental unit.

•	 Keep communication open with your landlord.

•	 Purchase renters insurance to cover your valuables. 

See more information under Homeowners and Renters 

Insurance (p. 33).

•	 Make sure the security deposit refund procedures are 

spelled out in your lease or rental agreement.

•	 Find out how disputes are handled with your landlord.

A lease is a legally binding agreement that outlines the 

obligations of a property owner and the tenants. Read the 

lease carefully and discuss anything you do not understand. 

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

responsibilities that are included. Some things to look for in 

a lease:

•	 Clauses that allow the landlord to change the terms of the 

lease after it is signed.

•	 Requirements and responsibilities of the tenants and 

landlord to do routine repairs such as lawn maintenance, 

cleaning, or notification about needed repairs. All 

responsibilities should be stated clearly. 

•	 Restrictions that would prevent you from living normally 

or comfortably in the home.

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

the rent is due or garbage pickup days.

•	 Extra fees for parking spaces or storage, garbage 

collection, water, and pets. 

•	 Information regarding utility providers, how to arrange for 

service, and whether the landlord or tenant is responsible 

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

Always get a copy of the signed lease to keep in your 

records. Any clause or terms in the agreement affects all 

parties who sign.

The Fair Housing Act protects tenants who lease or rent 

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

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

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

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

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

visit www.hud.gov/local.

If you need help finding affordable housing, there are 

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

which are state-owned, affordable rental homes for low-
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INSURANCE

income families, the elderly, and people with disabilities. 

You may also apply for the Housing Choice Voucher 

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

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

(p. 98) offers several housing assistance programs for 

tenants and landlords as well as information on rights 

of residents and displaced tenants. Visit www.usa.gov/

finding-home for more information about affordable 

housing programs. 

INSURANCE

Insurance protects you from financial loss in the event 

of a disaster or other hardship. By purchasing insurance 

policies, you can receive reimbursement for losses due to 

car accidents, property theft, natural disasters, medical 

expenses, and loss of income due to disability or death.

Get insurance information from the American Council of 

Life Insurers (p. 135), the Insurance Information Institute 

(p. 136), the National Association of Insurance 

Commissioners (p. 137), and your state insurance 

department (p. 123), or www.insure.com. 

When buying any type of insurance, you should:

•	 Find out whether your state insurance department (p. 123) 

offers any information about insurance companies and 

rates.

•	 Check several sources for the best deal. Search online or 

with an independent insurance agent. These agents work 

with several insurers and may be able to get you a better 

deal.

•	 Make sure the insurance company is licensed and 

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

claims in case the company defaults. Your state insurance 

department (p. 123) can provide this information.

•	 Ask your insurance agent about discounts. You could 

get a lower premium if you have safety features in your 

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

alarm system, storm shutters, or fire-retardant roofing 

material. Similarly, you may save on car insurance based 

on your car’s safety features, the number of miles you 

drive, your age (turning 25 or 50), your good grades (if 

you are a student) and/or your driving record (no moving 

vehicle violations or accidents in three years). You might 

also be able to get discounts if you are a member of civic 

or alumni associations, or insure your vehicle and home 

with the same company.

•	 Take major life changes (had a child, bought a home) into 

account. Life events affect your insurance needs.

•	 Consider a higher deductible. Increasing your deductible 

by just a few hundred dollars can make a big difference in 

your premiums.

•	 Check the financial stability and soundness of the 

insurance company.

•	 Research the complaint record of the insurance company. 

Contact your state insurance department (p. 123), or visit 

the website of the National Association of Insurance 

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

complaints filed with state regulators.

•	 Find out what others think about the company’s customer 

service. Consumers can rate homeowner insurance 

companies at www.jdpower.com/industry/insurance.

•	 Make sure you receive a written policy. This tells you 

that the agent forwarded your premium to the insurance 

company. If you do not receive a policy within 60 days, 

contact your agent and the insurance company.

•	 Shop around, even if you are satisfied with your current 

insurer. Your insurer may increase your rates annually, 

just because they can. Make sure your rate is still 

competitive for the level of coverage you need.

If you suspect fraud, call the National Insurance Crime 

Bureau’s hotline at 1-800-835-6422. Check out 

www.insurancefraud.org for more information.

AUTO INSURANCE

Auto insurance protects you from paying the full cost for 

vehicle repairs and medical expenses due to a collision. 

A number of things affect the premiums you pay for this 

protection, including your: 

•	 gender

•	 age

•	 marital status

•	 credit history

•	 car’s make and model

•	 city and neighborhood

Types of Auto Insurance

Every state requires drivers to carry minimum levels of 

auto insurance coverage, or the equivalent in financial 

responsibility waivers. These requirements ensure that you 

can pay for property damages or medical expenses. There 

are several components that can make up your insurance 

policy:

•	 Liability coverage protects you if you are at fault for 

a collision. It pays for medical expenses and vehicle 

damage for the other driver and passengers. 
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INSURANCE

•	 Uninsured motorist coverage pays for damages to your

car and medical expenses if an uninsured driver hits your

car.

•	 Collision coverage pays to repair your vehicle, if you

were at fault for the collision.

•	 Underinsured motorist coverage pays damages for

your car if someone hits it, but doesn’t have enough

insurance to cover your medical expenses and car

damages.

•	 Comprehensive coverage pays for damages to your car

due to theft, fire, or falling objects.

Auto insurance requirements vary from state to state, 

but liability coverage is mandatory in most states. You 

may choose to opt out of certain types of coverage, 

depending on your budget and car’s age. Check with your 

state insurance regulator (p. 123) to learn more about its 

requirements and to research insurers. 

Read the declarations page of your auto insurance policy. 

This summary includes your policy’s important details: 

the duration of coverage, annual premium, the maximum 

amount your insurance company will pay out for each type 

of claim, and how your premium payment is split between 

each part of your coverage.

Talk to your insurer if you drive your personal car as part of 

the shared services industry. Personal auto insurance may 

not be available if you drive for paying customers.

DISABILITY INSURANCE

Disability insurance helps you replace lost income, if 

you are unable to work due to sickness or injury. Many 

employers offer some type of disability insurance coverage 

for employees, or you can get an individual disability 

insurance policy. There are two types of disability policies: 

short-term disability (STD) and long-term disability (LTD). 

Short-term disability policies have a maximum benefit of 

two years, while long-term disability policies have benefits 

that can last the rest of your life. 

When purchasing disability insurance, ask:

•	 How is disability defined? Some policies consider you

disabled if you are unable to perform the duties of any job.

Some plans pay benefits if you are unable to do the usual

duties of your own occupation.

•	 When do benefits begin? Most plans have a waiting

period before payments begin.

•	 How long do benefits last? After a specified waiting

period, LTD payments are usually available until you

reach age 65. Shorter or longer terms are also available.

•	 What dollar amount is promised? Can benefits be

reduced by Social Security disability and workers’

compensation payments? Are the benefits adjusted

for inflation? Will the policy provider continue making

contributions to your pension plan so you have retirement

benefits when the disability coverage ends?

Get more information from the Insurance Information 

Institute at www.iii.org.

HEALTH INSURANCE

Group Policies 

Many consumers have health care coverage from their 

employers. Others have medical care paid through a 

government program such as Medicare (p. 96), Medicaid 

(p. 96), or the Veterans Health Administration (p. 101).

If you have lost your group coverage from an employer 

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

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

coverage temporarily under the Consolidated Omnibus 

Budget Reconciliation Act (COBRA). You, not the 

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

occur, you must be given at least 60 days to decide whether 

you wish to purchase the coverage.

Medicare and Medicaid

There are also health insurance programs for people who 

are seniors, disabled, or have low incomes.

•	 Medicare provides health insurance for people who are

65 years or older, some younger people with disabilities,

and those with kidney failure.

•	 Medicaid provides health insurance for people with low

incomes, children, and pregnant women. Eligibility is

determined by your state.

Contact the Centers for Medicare & Medicaid Services

(p. 96) for more information on benefits.

Most states also offer free or low-cost coverage for children

who do not have health insurance. Visit 

www.insurekidsnow.gov or call 1-877-543-7669 for more 

information.

Health Care Plans

When purchasing health insurance, your choices typically

will fall into one of three categories:

• Traditional fee-for-service health insurance plans are

usually the most expensive choice, but they offer you the

most flexibility in choosing health care providers.

• Health maintenance organizations (HMOs) offer

lower co-payments and cover the costs of more preventive 

care, but your choice of health care providers is limited. 

The National Committee for Quality Assurance evaluates 

and accredits HMOs. You can find out whether one is 

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

also get report cards on HMOs by visiting www.ncqa.org.

• Preferred provider organizations (PPOs) offer lower

co-payments like HMOs, but give you more flexibility in

selecting a health care provider. A PPO gives you a list of

providers you can choose from. 

If you go outside the HMO or PPO network of providers, you 

may have to pay a portion or all of the cost. When choosing 

among different health care plans, 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?
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•	 Are specialists such as eye doctors and dentists covered?

•	 Does the plan cover special conditions or treatments such 

as pregnancy, psychiatric care, and physical therapy?

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

•	 Will the plan cover all medications my physician may 

prescribe?

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

Deductibles are the amount you must pay before your 

insurance company will pay a claim. These differ from 

co-payments, which are the amount of money you pay 

when you receive medical services or a prescription.

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

to cover expenses?

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

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

third party decide how to settle the problem.

HOMEOWNERS AND RENTERS INSURANCE

Homeowners or renters insurance protects your home and 

personal property against damage or loss, and insures you 

in case someone gets hurt while on your property. Your 

insurance rate is affected by the estimated cost to rebuild 

your home, claim histories in your area, neighborhood, your 

personal claim history, and your credit score. 

Homeowners or renters insurance may pay claims for:

•	 Damage to your home, garage, and other outbuildings.

•	 Loss of furniture and other personal property due to 

damage or theft.

•	 Additional living expenses if you rent temporary quarters 

while your house is being repaired.

 Homeowners or renters insurance may also:

•	 Include liability for bodily injury and property damage that 

you cause to others through negligence.

•	 Include liability for accidents happening in and around 

your home, as well as away from home, for which you are 

responsible.

•	 Pay for injuries occurring in and around your home to 

anyone other than you or your family.

•	 Provide limited coverage for money, gold, jewelry, and 

stamp and coin collections.

•	 Cover personal property in storage or away in dorm rooms.

Keep these tips in mind when shopping for homeowners 

insurance:

•	 Insure your house, not the land under it. If you don’t 

subtract the value of the land when deciding how much 

homeowners insurance to buy, you will pay more than you 

should for your policy. Use a home insurance calculator to 

determine the cost of rebuilding. Compare this amount to 

the value of your home insurance policy.

•	 Make certain you purchase enough coverage to replace 

what is insured. “Replacement Cost Coverage” gives you 

the money to rebuild your home and replace its contents. 

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

difference between your property’s worth at the time of 

loss minus depreciation for age and wear.

•	 Ask about any special coverage you might need. You may 

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

antiques, musical instruments, or stamp collections. 

•	 Remember that flood and earthquake damage are not 

covered by a standard homeowners policy. The cost of a 

separate earthquake policy will depend on the likelihood 

of earthquakes in your area. Homeowners who live in 

areas prone to flooding should take advantage of the 

National Flood Insurance Program (p. 98). 

•	 Hurricane damage may be covered partially. However, you 

may be required to pay a deductible for this coverage.

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

insurance on your personal belongings. Purchase a 

separate policy for renters.

If you rent your home out, ask your insurance agent if you 

need to add to your policy, since you will be using your 

home for commercial purposes. Your insurance company 

may charge rates for a business instead of a homeowner. 

If you rent through a home sharing company, find out if it 

offers insurance protection for hosts. 

LIFE INSURANCE

A life insurance policy is a contract between you and an 

insurance company. It states that you will pay premiums 

over time. In exchange, the company will pay a lump sum 

amount upon your death to a designated beneficiary. The 

proceeds from your life insurance policy can help pay bills 

and help support your surviving family members’ living 

expenses.

There are two main types of life insurance policies:

•	 Whole (or universal) life insurance policies are considered 

permanent. As long as you pay the premium, the policy 

is in effect. Whole life insurance policies also have an 

investment or savings component. This means that you 

accumulate cash value over the life of the policy, so you 

can borrow money from these policies if you need to.

•	 Term life insurance policies are in effect for a certain 

period of time, or term. If you have this type of policy and 

pass away during the policy’s term then the insurance 

company will pay a benefit. If you live past the time that 

INSURANCE

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

INSURANCE

the policy is in effect, the insurance company won’t pay a 

benefit or give you a refund. 

Term life insurance policies are usually less expensive 

than whole life insurance policies. This is because term life 

insurance policies only cover a set amount of time, while 

whole life insurance policies are intended to be permanent 

and because part of your premium is put away for savings.

If you have misplaced a life insurance policy, your state’s 

insurance commission may be able to help you locate it. Or 

you can search for it at www.policylocator.org.

Document the insurance company’s name, policy number, 

and contact information for your beneficiary. If you are a 

beneficiary, contact the life insurer to claim your benefit. 

The insurance company may not automatically notify you 

that you are owed a death benefit. If the insurance company 

knows that a customer has died, but can’t locate the 

beneficiaries, the company must send the benefits to the 

state’s unclaimed property office. Research on 

www.unclaimed.org to find out if there is a death benefit in 

your name.

Avoid losing your life insurance policy benefits by alerting 

the policy beneficiaries and filing a copy of the policy with 

your will.

LONG-TERM CARE INSURANCE

Medical advances have resulted in a greater need for nursing 

home care and assisted-living. Most health insurance plans 

and Medicare severely limit or exclude long-term care. You 

should consider these costs as you plan for your retirement.

Here are some questions to ask when considering a 

separate long-term care insurance policy: 

•	 What qualifies you for benefits? Some insurers say 

you must be unable to perform a specific number of the 

following activities of daily living: eating, walking, getting 

from bed to a chair, dressing, bathing, using the restroom, 

and remaining continent.

•	 What type of care is covered? Does the policy cover 

nursing home care? What about coverage for assistedliving facilities that provide less client care than a nursing 

home? If you want to stay in your home, will it pay for care 

provided by visiting nurses and therapists? What about 

help with food preparation and housecleaning?

•	 What will the benefit amount be? Most plans are 

written to provide a specific dollar benefit per day. The 

benefit for home care is usually about half the nursing 

home benefit, but some policies pay the same for both 

forms of care. Other plans pay only for your actual 

expenses. 

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

with lifetime benefits, but this can be very expensive. 

Other options for coverage are from one to six years. The 

average nursing home stay is about 2.5 years.

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

before age 60, you face the risk that a fixed daily benefit 

will not be enough by the time you need it.

•	 Is there a waiting period before benefits begin?

A 20 to 100-day period is not unusual. 

Visit https://longtermcare.acl.gov for more information.

INSURANCE SCAMS

Be aware of these common signs of insurance scams:

•	 You may pay your insurance premium but your agent 

keeps the money instead of forwarding it to the company.

•	 Scammers pose as insurance agents or are unlicensed 

to sell insurance.

•	 A series of brokers and re-insurers receive a portion of 

the money you paid for your premium, until there is no 

money left to actually send to the insurance company.

•	 You get notification for claims against your policy that 

you didn’t file or services you didn’t receive.

Take steps to protect yourself:

•	 Make sure to get a confirmation from the insurance 

company that your payment was received for the entire 

amount.

•	 Confirm with your insurance regulator that your 

insurance agent is licensed to sell insurance.

•	 Read claims and explanation of benefits statements 

closely, and check for errors.

For more information or to file a complaint, contact:

•	 Your state insurance regulator (p. 123).

AUTOMATED INSURANCE PAYMENTS?

Does your insurance company automatically withdraw 

your premiums from your bank account? Read “Recurring 

Payments” on page 27 to be sure of your rights. 

OTHER INSURANCE 

•	 Catastrophic Health Care Insurance. A health plan 

that only covers certain types of expensive care, like 

hospitalizations.

•	 College Tuition Insurance. Get a tuition refund if you 

must withdraw because of a serious injury or illness. 

However, your college may issue a partial refund without 

this insurance.

•	 Dental and Vision Insurance. Some companies that 

offer health insurance plans may also allow employees to 

purchase separate dental and vision plans, which are not 

part of most standard health plans.

•	 Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the cost of 

restoring their identity and repairing credit reports. This 

insurance may be part of your homeowners insurance 

policy or as a stand-alone policy. 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 35

INVESTING

INVESTING

•	 International Health Care Insurance. A policy that 

provides health coverage no matter where you are in the 

world. The policy term is flexible, so you can purchase it 

only for the time you will be out of the country.

•	 Liability Insurance. Insurance for what the policyholder 

is legally obligated to pay because of bodily injury or 

property damage caused to another person.

•	 Shared Services Insurance. Find out what insurance 

you need if you rent your home out or use your car to drive 

others for a fee.

•	 Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical 

Coverage, and Accidental Death. Visit www.insuremytrip.

com to learn more. 

•	 Umbrella Insurance. A policy that supplements the 

insurance you already have for home, auto, and other 

personal property. Umbrella insurance can help cover 

costs that exceed the limits of other policies.

Contact your current insurance provider or state insurance 

commission for more information on these insurance policies.

INVESTING

If you have a financial goal in mind, such as saving for 

retirement, paying for college, or buying a house, then you 

may decide to invest your money to earn enough to fund 

your goals. Before you invest, make sure you have answers 

to all of these questions:

•	 How quickly can you get your money back? Stocks, 

bonds, and shares in mutual funds usually can be sold at 

any time, but there is no guarantee you will get back all the 

money you invested. Other investments, such as limited 

partnerships, certificates of deposit (CDs), or IRAs, often 

restrict your ability to cash out your holdings.

•	 What can you expect to earn on your money? While 

bonds generally promise a fixed return, earnings on most 

other securities go up and down with market changes. 

Keep in mind that just because an investment has done 

well in the past, there is no guarantee it will do well in the 

future.

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

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

investments, such as stocks and real estate, have the 

potential for earnings and growth in value. What is the 

potential for earnings over time?

•	 How much risk is involved? With any investment, there 

is always the risk that you will not get your money back 

or the earnings promised. There is usually a trade-off 

between risk and reward—the higher the potential return, 

the greater the risk. While the federal government backs 

U.S. Treasury securities, it does not protect against loss 

on any other investments.

•	 Are your investments diversified? Some investments 

perform better than others in certain situations. For 

example, when interest rates go up, bond prices tend 

to go down. One industry may struggle while another 

prospers. Putting your money in a variety of investment 

options can reduce your risk.

•	 Are there any tax advantages to a particular 

investment? U.S. Savings Bonds are exempt from state 

and local taxes. Municipal bonds are exempt from federal 

income tax and, sometimes, state income tax as well. 

Tax-deferred investments for special goals, such as 

paying for college and retirement, let you postpone or 

even avoid paying income taxes.

Check out the Securities and Exchange Commission’s 

(SEC’s) website, www.investor.gov for more information 

about investing. Be sure to note specific tips at 

www.investor.gov/introduction-investing/basics/saveinvest. The SEC requires public companies to disclose 

financial and other information to help you make sound 

decisions. View the text of these files at www.sec.gov/

edgar.shtml. Contact the SEC’s Investor Information 

Service at 1-800-732-0330 to ask your investment-related 

questions, get alerts, and learn how to file a complaint.

The Financial Industry Regulatory Authority (FINRA) 

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

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

securities through its Market Data Center at finra-markets.

morningstar.com/MarketData/Default.jsp.

Some companies rate the financial health of corporations 

and municipalities issuing bonds. Their ratings are available 

online and at many public libraries. For ratings of mutual 

funds, consult personal finance magazines or websites.

FINANCIAL BROKERS AND ADVISORS

A financial professional can help you reach your financial 

goals. 

When selecting a broker or investment advisor, research 

the person’s education, professional history, as well as the 

firm the person works for. Ask:

•	 Has the person worked with others who have 

circumstances similar to yours? 
36 www.USA.gov To contact an organization, use the directory beginning on page 64 

INVESTING

•	 Do you communicate well with each other? Does the 

advisor listen to your needs? Will he or she keep you 

updated on your investments?

•	 Is the person licensed in your state? Your state securities 

administrator (p. 127) lists individuals and firms that are 

registered in your state. Ask whether the regulatory office 

has any other background information. You can find 

out how to reach your state securities administrator by 

visiting www.nasaa.org.

•	 Has the person been in trouble with regulators or 

received serious complaints from investors? Call your 

local state securities administrator or the SEC (p. 103). 

Check BrokerCheck at brokercheck.finra.org to find 

licensing, employment, and disciplinary information.

•	 Is the advisor tied to a specific investment firm or does he 

work independently? Independent advisors don’t have to 

promote specific funds and can offer flexible investments.

•	 What are the fees for servicing your account? Firms can 

charge based on the number of trades or the amount of 

your assets.

TYPE OF INVESTMENT WHAT IS IT? RISK LEVEL

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

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

corporate or government debt obligations.

Low risk.

Commodities Physical commodities, such as an agricultural product (grains) or 

a natural resource (like gold). A futures contract is an agreement 

to purchase or sell a commodity for delivery in the future.

High risk.

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

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

performance of the designated stock or bond index. 

Risk level depends on 

which index the fund 

uses. A bond index 

fund involves a lower 

risk level than an index 

fund of emerging 

markets overseas.

Market-linked CDs 

(or structured CDs)

Returns are linked to the future performance of a market index 

and may include stocks, bonds, foreign currency, or other assets. 

These are designed for a long-term commitment (up to 20 years).

Medium to high risk.

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

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

certificate of deposit (CD).

Low risk.

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

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

Risk levels vary 

according to the 

holdings in the mutual 

fund.

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

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

Contributions are not tax-deductible.

Risk levels vary 

according to the 

holdings in the IRA.

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

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

Medium to high risk.

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

advantages for savings for retirement. Investments may include 

a variety of securities. Contributions may be tax-deductible; 

earnings are not taxed until distributed.

Risk levels vary 

according to the 

holdings in the IRA.

Licenses and Professional Titles

An advisor can have multiple titles and be authorized to 

provide multiple services, including investment services, 

financial planning, and insurance products. Check FINRA’s 

Investment Professional tool at www.finra.org/investors/

professional-designations to understand the designations, 

the educational and ethical requirements to earn them, and 

the organizations that offer them. The SEC, FINRA, and 

state regulators do not grant or endorse any professional 

titles. Professional titles are not the same as licenses 

or registrations. A license is granted by government 

authorities, and offer you legal protection.

Suitability Versus Fiduciary Standards

When you interview potential financial planners, ask if they 

operate under a suitabilility or fiduciary standard.

•	 Suitability standard applies to broker-dealers. This 

standard requires brokers to evaluate an investment 

option and determine that it can suit your needs, based 

on your financial situation. However, they are also 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 37

concerned about how their recommendations benefit 

their company financially. 

•	 Fiduciary standard rules apply to investment advisors.

This standard requires the advisor to put your best

interest first. They must give advice based on detailed

and thorough research, and fully disclose all important

facts. In addition, they avoid conflicts of interest, putting

your financial interest above their own.

Additional organizations that could be helpful are: 

•	 The Commodity Futures Trading Commission’s

(CFTC) www.smartcheck.gov is a collection of free tools

to check the background of financial professionals.

•	 Both the North American Securities Administrators

Association (p. 137) and the National Futures Association

(p. 137) can offer helpful information.

•	 FINRA (p. 136) provides a dispute resolution program

among investors, brokers, and brokerage firms. Senior

investors can call 1-844-574-3577 for help with brokerage

accounts and investments.

•	 The SEC’s Investment Adviser Public Disclosure website,

adviserinfo.sec.gov provides information on a firm or

individual’s registrations, experience, and disciplinary

action.

•	 www.SaveAndInvest.org offers unbiased information and

strategies to help you avoid investment fraud.

INVESTING

COMMODITIES

Trading in commodity futures is different from investing. 

Commodity futures are an agreement to buy or sell a 

specific quantity of a variety of commodities such as 

precious metals, grains, or other natural resources. Trading 

commodity futures and options is a volatile, complex and 

INVESTING SCAMS

Be aware of these common signs of investment scams:

•	 Scammers offer free lunches or seminars, posing as

financial planners to pitch appealing investment offers.

•	 Offers for high or guaranteed profits.

•	 Sales pitches saying the investment is “risk-free”.

•	 Pressure to invest immediately or limited opportunities.

•	 Pyramid schemes, where investors make money from

recruiting more investors, rather than from sales or

profits from a stock or product.

Take steps to protect yourself:

•	 Research investment opportunities and investment

professionals.

•	 Get all details of an investment in writing.

For more information or to file a complaint, contact:

•	 Your state securities administrator (p. 127).

•	 The Securities and Exchange Commission (p. 103).

•	 Financial Industry Regulatory Authority (p. 136).

risky venture that is rarely suitable for individual investors or

“retail customers.” Before participating in the commodities

market, check the registration status and background of the

person and company at www.nfa.futures.org/basicnet.

Anyone who trades or gives advice to the public about

futures and other derivatives must be registered with the

National Futures Association (p. 137). The CFTC also

provides additional information about how to protect

yourself before and during trading in the commodities and 

options markets at www.cftc.gov/ConsumerProtection.

REAL ESTATE

There are multiple ways to invest in real estate:

•	 Investment property - You buy a house, apartment

building, or commercial space to rent to tenants.

•	 Real estate investment group - You buy property from one

of these companies and rent it out to a tenant. The real estate

investment group provides property management services,

including maintenance and tenant selection, in exchange for

a portion of the rent.

•	 Real estate investment trusts (REIT) - A REIT is a

security that invests in real estate and sells shares of

ownership to investors. Shares are sold on the major

exchanges, like any other stock.

•	 Real estate trading (“flipping”) - You buy a property, with

the goal of reselling it for a profit in the short term. The price

increase and profits are due to an active property market or

major property renovations and improvements.

Be cautious of pitches or ads that promise great returns in 

a short time period from investing in real estate, or promise 

huge profits without risk. It generally takes a significant 

amount of time to earn money from investing in real estate. 

These are often a scam. 

Before you select a real estate investment, consider these 

questions. 

•	 What are your goals? Do you want to earn revenue from

rental payments, make a profit when you sell the property,

or both?

•	 Have you done research? Research neighborhoods

and prices. Look at properties and set criteria to

evaluate potential properties that you would like to buy.

Understand the housing market and determine if prices

are increasing, or if there is a need or demand for rental

property in the neighborhood.

•	 Do you plan to hire a realtor? A licensed realtor can

help you locate properties, share information about an

area’s pricing, zoning rules, and growth potential.

•	 Do you plan to be a landlord or hire a property

manager? There are major responsibilities involved with

managing a property, such as selecting tenants, paying

mortgage and insurance, maintenance and repairs,

collecting rent, and handling tenant complaints and

disputes. A qualified property manager could cut into

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

INVESTING

your profits, but if they are experienced, could help save 

you money in the operations of your property.

•	 Do you have enough for a down payment? You may

be required to pay 20% or more as a down payment.

Mortgages for investment property don’t qualify for

private mortgage insurance or a reduced down payment.

•	 Can you afford to own a rental property? In addition

to the mortgage, you need a cash reserve to pay for

repairs, taxes, and unexpected expenses. You should also

have money set aside for months when your building is

vacant, so that you are still able to pay the mortgage.

•	 Have you shopped around? Compare interest rates

that banks are offering on mortgages for investment

properties. They are often higher than the interest rate on

a mortgage for a primary residence, as these mortgages

are more risky to a bank.

RETIREMENT PLANNING

As you approach retirement, there are many factors to 

consider. Experts advise that you will need about 80% of 

your pre-retirement income in your retirement years. The 

exact amount depends on your individual needs. If you have 

a financial advisor, talk to him or her about your plans.

Some questions to ask:

•	 At what age do you plan to retire?

•	 Will your spouse or partner retire when you do?

•	 How much will your housing expenses be? Will you

downsize, own, or rent your home?

•	 Do you expect to work part time?

•	 Will you have the same medical insurance you had while

working? Will coverage change?

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

be costly?

In addition to maintaining your lifestyle during retirement, 

you may need to purchase long-term health insurance 

(p. 34) or pay for assisted-living services (p. 25). 

Use interactive tools and calculators to help you plan your 

retirement. The Consumer Financial Protection Bureau’s 

interactive retirement tool at www.consumerfinance.

gov/retirement/before-you-claim can get you started. It 

shows you how your social security retirement benefits will 

change, based on factors like your age, life expectancy, or 

marital status. Also, use estimators, like the ones at www.

choosetosave.org/ballpark, to learn how much you need to 

save to retire comfortably.

For more information go to: 

• AARP (www.aarp.org)

• American Savings Education Council (www.asec.org)

• Certified Financial Planner Board of Standards

(www.cfp.net )

• Investopedia

(www.investopedia.com/university/retirement)

• U.S. Department of Labor (www.dol.gov/agencies/

ebsa) 

• The Investor’s Clearinghouse

(www.investoreducation.org)

• MyMoney.gov (www.mymoney.gov)

• MyRA (MyRA.gov)

• Securities and Exchange Commission

(www.sec.gov or www.investor.gov)

• Social Security Administration (www.ssa.gov)

PRIVACY AND IDENTITY THEFT

Your personal information is a valuable resource for 

identity thieves, scammers, and even to corporations. 

Data breaches highlight how important it is for you and 

companies you do business with protect your privacy.

Identity thieves steal your personal information to commit 

fraud. They can damage your credit status and cost you 

time and money to restore your good name. You may not 

know that you are the victim of ID theft until you experience 

a financial consequence (mystery bills, credit collections, 

denied loans). Follow these tips to protect yourself: 

•	 Secure your social security number. Don’t carry it

in your wallet. Only give out your social security number

when absolutely necessary.

•	 Protect your PIN. Don’t share your PIN with others or

keep it in your wallet.

•	 Watch out for “shoulder surfers.” Shield the keypad

when typing your passwords on computers and at ATMs.

•	 Be skeptical. Don’t respond to unsolicited requests

for personal information (your name, birthdate, social

security number, or bank account number) by phone,

mail, or online.

•	 Collect mail promptly. Ask the post office to hold your

mail when you are away from home for a few days.

•	 Pay attention to your billing cycles. If bills or financial

statements are late, contact the sender.

•	 Keep your receipts. Compare receipts with account

statements.

•	 Tear up or shred receipts, credit offers, account

statements, and expired cards, to prevent “dumpster

divers” from getting your personal information.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 39

PRIVACY AND IDENTITY THEFT

PRIVACY AND IDENTITY THEFT 

•	 Store personal information in a safe place at home 

and at work. 

•	 Install firewalls and virus-detection software on your

computer, tablet, or mobile phones.

• Create complex passwords that identity thieves cannot

guess easily.

•	 Send a copy of the death certificate of a loved one

to the IRS. This can prevent tax ID theft for a deceased

person or their spouse.

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

frequently if you suspect someone has gained access to

your account information. See “Order Your Free Credit

Reports” (p. 15).

REPORT IDENTITY THEFT

If you are a victim of identity theft, report it immediately. 

Visit identitytheft.gov to report it and get a recovery plan. 

Follow these steps:

•	 Report it to your financial institutions. Call the phone

number on your account statement or on the back of your

credit or debit card.

•	 File a report with the Federal Trade Commission.

This detailed report is also called an ID theft affidavit.

•	 Report the fraud to your local police. Keep a copy of

the police report, which will make it easier to prove your

case to creditors and retailers. Together, your ID theft

affidavit and your police report make up your ID theft 

report. 

• Contact the credit reporting agencies (p. 16) and ask

them to flag your account with a fraud alert. This informs

merchants not to grant new credit without your approval.

An ID theft report will help you deal with the credit 

reporting agencies and companies that extended credit to 

the identity thief using your name. Visit 

identitytheft.gov/Steps for more information about creating 

an ID theft report. You can file your complaint or by calling 

toll free 1-877-438-4338.

ID THEFT

Here are some common schemes that ID thieves use to 

steal your identity. 

Telemarketing. An ID thief may call you, making 

fraudulent offers for products, benefits or medical 

services. The caller will require you to provide personal 

information, such as your social security number, birth 

date, or Medicare ID number.

Tax ID theft. In some cases, phony tax preparers steal 

your social security number and sell it to scammers. 

In others, someone files a tax return, using your social 

security number. For more information contact the IRS’ 

Taxpayer Advocate Service at 1-877-275-8271 or visit 

www.irs.gov/advocate.

Medical ID theft. Medical service providers can take 

advantage of access to your insurance information to 

get medical services in your name, or to issue fraudulent 

billing to you and your health insurer.

Child ID theft. Children’s IDs are vulnerable because 

children don’t need to file taxes or use their social security 

numbers to apply for loans for many years. By the time they 

are adults, the damage has already been done. Find out if 

your state allows you to freeze your child’s credit report.

Follow the steps listed on identitytheft.gov for a full guide on 

how to limit the impact of identity theft.

PROTECT YOUR PRIVACY

Companies, known as data brokers collect your income, 

family size, shopping habits, online behavior, credit card 

use, and your demographic information to create a profile 

about your lifestyle. Unlike credit reports, you can’t review 

them or correct mistakes. These reports can also lead to 

discrimination, where some consumers are only targeted 

with high interest loans or inferior financial products.

Some of the personal information you give willingly, but 

other bits of information are collected without you realizing 

it. Your mobile phone, apps, wearable fitness trackers, or 

baby monitors can transmit your personal information. 

Brokers analyze your data to understand your behavior, and 

sell it to marketers and retailers. 

Retailers use your information to offer targeted promotions, 

customize online ads, and adjust prices for items. Take 

these steps to protect your privacy:

•	 If you apply for a store loyalty card, do not include your full

name so that it, and your purchase behavior, cannot be

connected to your other consumer profiles.

•	 Use cash rather than electronic payment options.

•	 Don’t use free instore Wi-Fi connections.

•	 Be careful about what you post on social media. Data

brokers may scrape information you post to enhance the

information that they have in your consumer profile.

•	 Disable cookies when shopping online, to prevent

companies from tracking your online browsing behavior.

•	 Beware of using cell phones in stores or using the public

Wi-Fi in a store. By using these networks, stores may know

which items you looked at and which aisles you visited.

•	 Read privacy statements on websites, sales materials,

and forms. If a website claims to follow a set of

established voluntary standards, read the standards.

Don’t assume it provides the level of privacy you want.

•	 Ask how your personal information will be stored and

used.

•	 Only provide the purchase date, model and serial

numbers, and your contact information on warranty

registration forms.

•	 Opt-out if you do not want the company to share your

email address with other companies.

Check with your state or local consumer protection agency 
40 www.USA.gov To contact an organization, use the directory beginning on page 64 

PRIVACY AND IDENTITY THEFT

(p. 106) to find out whether any state laws help protect your 

privacy. Some companies and industry groups have also 

adopted voluntary policies that address privacy concerns.

PRIVACY SCAMS

Be aware of these common signs of identity theft and 

privacy scams:

•	 You receive emails or phone calls asking you to verify 

your social security number, birthdate, account 

numbers, or passwords.

•	 You stop receiving mail, such as credit card or bank 

statements.

Take steps to protect yourself:

•	 Shred sensitive documents that include your personal 

information.

•	 Don’t respond to requests for personal information in 

emails or by phone, or with any stranger.

•	 Get a free copy of your credit report to verify that no one 

opened accounts in your name.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102).

•	 Your local police department.

EDUCATION PRIVACY

Education privacy deals with the storage, control, sharing, 

and destruction of students’ educational records. The 

Federal Education Rights and Privacy Act (FERPA) gives 

parents of school aged children (kindergarten through 

12th grade) access to their education records. This act 

also limits who the school can share the information with, 

such as other schools, without permission from a student’s 

parent. Take action:

•	 Opt out of having your child’s personal information used for 

directories that can be shared with third parties. 

•	 Ask for documentation about the purpose of the data 

collection, if a school says that data collection is required. 

Find out how the data will be used, stored, and destroyed.

For more information, visit www2.ed.gov/policy/gen/guid/

fpco/ferpa/index.html or call 1-800-872-5327.

Data breaches are also a threat to privacy, especially 

at colleges and universities. Social security numbers, 

birthdates, grades, addresses and other personal 

information are compromised in a breach. These breaches 

can impact students’ academic records and financial 

aid, while making them vulnerable to identity theft. If 

your college has experienced a data breach find out what 

protections the school has put in place. The Privacy 

Rights Clearinghouse offers more information about your 

education privacy rights www.privacyrights.org.

FINANCIAL PRIVACY

The Federal Deposit Insurance Corporation and other 

federal regulators require banks, insurance companies, 

brokerage firms, and certain businesses that share financial 

WHAT TO DO AFTER A DATA BREACH

Data breaches at organizations can make you vulnerable to 

fraud and identity theft. Take action if your information has 

been compromised:

•	 Sign up for a free credit monitoring service, if it is offered 

by the organization that experienced the breach. This 

can alert you if credit accounts are opened in your 

information.

•	 Change passwords on any accounts connected to your 

compromised information.

•	 Place freezes on your credit reports with the credit 

reporting agencies (Equifax, Experian, and TransUnion). 

•	 Request new cards, if the breach involved a credit or 

debit card. 

•	 Check your bank or credit card statements closely. 

Report suspicious charges to the fraud department.

Learn more at identitytheft.gov/Info-Lost-or-Stolen.

information to inform you of their privacy policies. They 

must give you their privacy policy when you open an 

account, and again, at least once every year. This includes:

•	 The kinds of personal information being collected.

•	 How the confidentiality and security of your personal 

information will be protected.

•	 What types of businesses may be provided your personal 

and account information.

If a business plans to share your information with other 

companies it must also give you the chance to “opt-out” or 

say “no” to information sharing. Even if you do not opt-out, 

your account numbers may not be shared with third parties 

for marketing purposes.

You cannot prevent certain types of information from being 

shared. This includes information that is publicly available, 

needed to conduct normal business, or protect against 

fraud. Also, a bank can share your information with a 

partner company to market products.

Your credit information has additional privacy protections 

under the Fair Credit Reporting Act. Only people with a 

legitimate business need can get a copy of your report. 

Unless prohibited by state law, an employer can get your 

report with your written consent. The “Order Your Free 

Credit Reports” box on page 15 explains your rights under 

this federal law, and how to get a copy of your credit reports.

MEDICAL PRIVACY

Personal information you give to your doctor is shared 

with insurance companies, pharmacies, researchers, and 

employers based on specific regulations. The privacy of 

your health records is protected by federal law, specifically 

under the Health Insurance Portability and Accountability 

Act (HIPAA). The Act:
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•	 Defines your rights over your health information.

•	 Sets rules and limits on who is allowed to receive and/or 

see your health information.

HIPAA does not protect the information you transmit on 

health related websites, apps, in home medical tests, and 

wearable devices. 

The Department of Health and Human Services, Office 

for Civil Rights (p. 95) is a resource for complete details 

and advice about the HIPAA ruling. The Office for Civil 

Rights also provides a listing of resources for consumers, 

providers, and advocates, along with fact sheets and other 

educational materials. 

You may need to get a copy of your medical reports and 

tests, especially if you need to show them to a new doctor 

or specialist. Request your records from medical pviders 

and the hospital where medical services were provided, for 

a fee.

If you believe that a person, agency, or organization 

covered under the HIPAA Privacy Rule violated your health 

information privacy rights or violated the Privacy Rule, file 

a written complaint with the Department of Health and 

Human Services, Office for Civil Rights (p. 95).

Visit the U.S. Department of Health and Human Services, 

Office for Civil Rights website at www.hhs.gov/hipaa for 

more information on how the federal government protects 

your personal health information. 

ONLINE PRIVACY

Take steps to protect your privacy online.

•	 Look for a privacy policy statement or seal that indicates 

the site abides by privacy standards. Take the time to read 

how your privacy is protected.

•	 Look for signals that you are using a secure web page. 

Signs include a screen notice that says you are on a 

secure site, a closed padlock or unbroken key in the 

bottom corner of your screen, or a change in the first 

letters of the Internet address you are viewing from “http” 

to “https.”

•	 Sign up for two factor authentication to add another layer 

of security when logging in to accounts.

•	 Guard wireless speakers, mice, and other connected 

devices. Hackers can use them to access information 

stored on your computer

•	 Secure information on smartphones. Password protect 

your phone and apps, such as mobile wallets or bank 

accounts that can be hacked. 

Another threat to your privacy is spyware. Spyware sends 

information about your online activities to a third party, 

usually to target you with pop-up ads. Install anti-spyware 

software to stop this threat, and update them regularly. 

TELECOMMUNICATIONS

Choices for phone service, Internet, and television have 

never been greater. As devices have multiple functions, 

such as the ability to watch television shows on your 

computer or surf the Internet using your phone, your 

choices about each of these services may overlap. Most 

consumers are now able to bundle phone, TV, and Internet 

service for a discount. However, buying a bundle of services 

could make it difficult to change providers for any one 

service if you are tied into a long-term contract. Before you 

buy, compare service providers to make sure you get the 

service and features you want, for the best price.

INTERNET

Choosing Service Providers

You will need an Internet Service Provider (ISP) to connect 

your computer to the Internet. Some companies limit their 

service to providing Internet access only. Others, such as a 

telephone or cable company, may offer Internet access as 

part of a larger package of services. 

Consider these factors when selecting a provider:

•	 Speed. How fast can you download or upload files? 

•	 Availability. Which companies offer service in your 

area? 

•	 Wireless access. Can you get a wireless connection for 

multiple computers and devices in your home?

•	 Email. Do email accounts come with the service? What 

will be the storage limit on your mailbox? 

•	 Software. Is any software required to activate the 

service? 

•	 Technical support. What kinds of technical support are 

available—phone, email, chat? Is the support free?

•	 Data caps. How much data can you use each month? 

•	 Terms of service. Is there a limit to the amount of data 

you can use per month? Do you have to sign an annual 

contract with the ISP?

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

fees for renting a modem or set up?
42 www.USA.gov To contact an organization, use the directory beginning on page 64 

TELECOMMUNICATIONS

BEWARE: JUICE JACKING

Public charging kiosks let you charge your phone 

while you are on the go. Beware: charging stations 

can threaten the security of your 

mobile phone. The same USB cord 

you use to connect your phone to 

the kiosk is also used to transfer 

and sync files. If a hacker tampers 

with the kiosk, they can steal, or 

“jack” passwords, contacts and 

credit card numbers while your 

phone charges. Hackers could also 

connect a video connector split 

screen to simultaneously display 

everything you type and click on 

another screen in another location. 

If you use a charging station turn your phone off 

completely. Avoid using the preattached cords.

The FCC’s broadband label (p. 43) helps you compare 

internet service providers’ prices, data allowances, and 

speed. ISPs aren’t required to use this format, but they are 

required to disclose this information to the public.

If you have a low household income, you may qualify for 

low-cost Internet service. Check with the Internet service 

providers in your area or your public utility commission 

(p. 131) for details. 

Wi-Fi (Wireless)

Going wireless provides you with the freedom to use 

computers and devices in multiple locations. However, with 

this increased freedom comes the danger of increased 

vulnerability. Wireless Internet requires you to have access 

to a wireless network via a wireless router. It is important 

that you secure your network so strangers (or neighbors) 

cannot use your network without your knowledge (also 

known as “piggybacking”). Also, computer hackers could 

use your network to access personal information you 

save on, or send from, your computer. This is particularly 

BILL CREEP

If you’ve ever had a bill for service steadily rise over a few 

years, then you have experienced “bill creep”, where the 

costs of a monthly expense creeps up. The price increases 

are usually small dollar amounts, but they can add up over 

time. Take these steps to protect yourself from bill creep:

•	 Review your monthly statements to know what you’re 

really paying. 

•	 Cancel features that you don’t actually use.

•	 Consider unbundling services. 

•	 Negotiate lower rates with the service provider.

•	 Find out if the service provider has a deal to reward 

longtime customers. 

•	 Research cheaper options that meet your needs.

•	 If your discount prices are going to expire at a certain 

date, mark the date on your calendar and make an active 

decision to cancel your service or see if you can get a 

better deal.

important if you conduct financial transactions online. If you 

use the wireless (Wi-Fi) network at bookstores, airports, 

coffee shops, retailers, or other public places, there are 

other precautions you should take to protect your privacy.

At home:

•	 Turn on encryption. When you buy a wireless router, 

it is important to turn on the encryption feature. This 

scrambles information that you send over the Internet so 

other people cannot access it. 

•	 Rename your router. Change the name from the 

manufacturer’s default name to something only you 

would know.

•	 Change the password. Routers come with a standard 

password. Create a new one with a mix of letters, 

numbers, and special characters. 

•	 Turn off your router when you are not using it.

•	 Be aware of cookies and device identifiers. Websites 

place cookies on your computer to collect information 

about the pages you visit. Device identifiers monitor the 

apps you use on your device. Visit www.consumer.ftc.

gov/articles/0042-online-tracking for more information.

On public wireless networks:

•	 Don’t assume the network is secure. Most public 

wireless networks do not encrypt information you send. 

Avoid sending private information from public locations. 

Or, consider using a virtual private network (VPN) to 

secure information you send via public networks.

•	 Verify that you are connecting to a trusted network. 

Some scammers create free, unsecured Wi-Fi networks, 

similar to the names of trusted ones. If you use it, they can 

steal all the information (usernames, passwords, account 

numbers) that you enter.
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•	 Use encrypted websites. If you send sensitive 

information from a public network, make certain that the 

URL starts with “https” (“s” means secure). Look for that 

on every page you visit.

•	 Log out of websites after you finish using them rather 

than using “remember me” features. 

Visit www.consumer.ftc.gov for more information about 

wireless computing.

Spam 

Spam is unsolicited commercial email. You can reduce the 

amount of spam email you receive by making it difficult for 

spammers to get, and use, your email address:

•	 Don’t use an obvious email address, such as JaneDoe@

isp.com. Instead use numbers or special characters, such 

as Jane4oe6@isp.com.

•	 Use one email address for close friends and family 

and another for everyone else. 

•	 Don’t post your email address on a public web page. 

Spammers use software that harvests text addresses. 

Substitute “jane4oe6 at isp dot com” for “jane4oe6@isp.

com,” or display your address as a graphic image, instead 

of the text.

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

its privacy policy.

•	 Uncheck any checked boxes. Otherwise, you may be 

giving permission for the website and its partners to 

contact you.

•	 Don’t click on an email’s “unsubscribe” link unless you 

trust the sender. This action tells the sender you are there. 

•	 Never forward chain letters, petitions, or virus warnings. lt 

could be a spammer’s trick to collect addresses.

•	 Disable your email “preview pane.” This stops spam from 

reporting to its sender that you have received the email.

•	 Choose an email system that filters email. If you get lots 

of spam, it may not be filtering effectively. 

•	 Use spam-blocking software. Web browser software 

often includes free filtering options. You can also 

purchase special software that will accomplish this task. 

•	 Report spam. Alert your ISP that spam is slipping 

through its filters. The FTC also wants to know about 

“unsolicited commercial email.” Forward spam to spam@

uce.gov. Visit www.consumer.ftc.gov/articles/0038-spam

for more information.

PHONES

Most consumers are now able to buy local and longdistance phone service from their telephone company, 

cable or satellite TV provider, or ISP. Services such as voice 

mail, call waiting, caller ID, and wireless may be offered as 

a package deal or sold separately. Before you buy, compare 

services and prices and think about what you really need.

Find out how each company prices its services. Are there 

minimum use, time-of-day, or distance requirements; flat 

monthly fees; or special plans? For example, wireless 

service may be cheaper than regular local service if you do 

not make many calls. Make sure you are comparing prices 

on similar plans and features. Read the fine print and ask 

questions if there is anything you are not clear about. 

The Federal Communications Commission (p. 101) offers 

information about choosing a long-distance carrier, 

understanding new phone fees and taxes, and more at 

www.fcc.gov/consumers. The FCC also offers information 

to help you understand phone charges at 

transition.fcc.gov/cgb/consumerfacts/understanding.pdf.

Slamming and Cramming

“Slamming” occurs when a phone company illegally 

switches your phone service without your permission. 

“Cramming” occurs when a company adds charges to your 

phone bill without your permission. These charges may be 

unnoticed because they are relatively small ($5 to $30).
44 www.USA.gov To contact an organization, use the directory beginning on page 64 

TELECOMMUNICATIONS

Take these steps to avoid slammers and crammers:

•	 Block changes to your phone service. Ask your 

telephone service provider to notify you before making 

any changes to your service.

•	 Read the fine print on contest entry forms and coupons. 

You could be agreeing to switch your phone service or to 

buy optional services.

•	 Watch out for impostors. Companies could falsely 

claim to be your regular phone company and offer some 

type of discount plan or change in billing. They may also 

say they are taking a survey or they may pretend to be a 

government agency.

•	 Beware of “negative option notices.” You can be 

switched or signed up for optional services unless you 

say “NO” to telemarketers.

•	 Examine your telephone bill carefully, including pages 

that show the details, and look for suspicious charges.

Your phone service cannot be shut off for refusal to pay 

for unauthorized services. Contact your local or state 

consumer protection agency (p. 106), state public utilities 

commission (p. 131), or the FCC (p. 101) for help.

BEWARE: MOBILE PHONE HIJACKING

Mobile phone account hijacking happens when a thief 

takes ownership of your phone number. You won’t be 

receive phone calls and text messages, but you will get 

a bill for a new mobile phone. 

This scam happens when a thief takes a fake ID, in your 

name, to your wireless provider’s retail store. The thief 

will tell the customer service representative that “you” 

need a new phone or that your SIM card is damaged. 

He or she gets the new phone, connected to your phone 

number. Your phone will stop working immediately. 

This scam can have far reaching effects, especially 

if you use your mobile phone number for two factor 

authentication (2FA) to log in to bank or social media 

accounts.

Opt in to your mobile provider’s extra security features 

to preent being a victim of this scam. 

If you have been a victim of mobile phone hijacking:

•	 Contact your mobile phone carrier if your phone 

suddenly stops working.

•	 Review the bills from your mobile service provider

•	 Report the incident at IdentityTheft.gov. 

•	 Change passwords and PINs for your mobile phone 

and any accounts you normally access from your 

phone.

Cell Phones

Before you choose a plan and a company that meets your 

needs, you should consider these questions:

Where can you make and receive calls? Most providers 

now offer a choice of local or national plans. A local plan 

offers low-cost options if most of your calls are made near 

your home or specific calling areas. National plans are the 

most expensive, but they let you use your phone anywhere 

in the country for a single per-minute price. 

How frequently will you use the phone? If you don’t use 

your phone often, a few minutes a month may be all you 

need. On the other hand, if your cell phone is your primary 

phone, a plan with the lowest airtime rate is a wiser choice. 

Is a family plan option available? You can share one 

cellular service plan and a pool of monthly usage minutes 

among several phone lines. The cost of the additional lines 

per month is usually less than if you purchased individual 

accounts. 

Parental controls? Can you set controls that filter how 

your child uses a mobile phone?

Device upgrades. How often can you upgrade your smart 

phone? What fees do you pay for this service?

What if you want to cancel your service? Read your 

contract to see if you have to pay a termination fee or if there 

is a clause that allows you to cancel for free. 

Several large mobile service providers have stopped 

offering standard two-year contract plans, with a reduced 

price for the phone. Instead, they will sell the phone at full 

price, either paid at once or over the life of the phone. The 

companies may also lease the phone to you, but you will 

have to return it to the company when you get a new one.

Be sure to keep track of your usage and understand your 

cell phone bill to avoid “bill shock.” Visit www.fcc.gov/

general/bill-shock to learn how to better monitor your 

usage. 

Smart Phones

Smart phones are like miniature computers. They provide 

basic phone functions, along with advanced features, 

including browsing the Internet, accessing email, 

interacting on online social networks, listening to music, 

watching videos, uploading pictures, and using apps. 

When shopping for a smart phone, consider these tips:

•	 Compare the cost of data plans. These plans govern use 

and costs associated with mobile access for email, web 

browsing, social networking, and applications. 

•	 Take advantage of special pricing and promotions.

•	 Will the service provider “throttle”, or reduce the speed of 

your data transmission after you hit a certain amount of 

usage? If so, will you get a warning beforehand?

•	 Is there a limit on the amount of data you can use each 

month?

•	 Be wary of buying phone insurance, which may sound 

tempting; consumer groups generally advise against it.

Since smart phones are like miniature computers, many 

of the same privacy and safety concerns apply. See Online 

Privacy (p. 41) for more information on how to protect 

yourself from these concerns. 
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Pay-As-You-Go Plans

If you don’t plan to use a cell phone often or only for 

emergencies, you may want to consider a prepaid cell 

phone before you commit to a long-term wireless contract. 

With a prepaid cell phone, there is no contract to sign and 

no monthly bill. You will know exactly how much you spend. 

The downside of prepaid plans is that you pay more per 

minute and, if you do not use the phone for an extended 

period of time, you may lose the balance in your account.

TV

There are many choices for consumers looking to buy a 

new television. Before buying a new TV, do your homework. 

It is important to see the screens in person before buying 

to make sure the one you select will meet your needs. For 

independent ratings and reviews, check out Consumer 

Reports at www.consumerreports.org. Once you have a 

television, there are several options for tuning into the 

channels. In addition to free television, you can subscribe to 

cable, satellite or Internet TV.

Cable

You can start with a basic lineup of channels and later 

add additional tiers of channels. The more channels you 

want, the more it will cost. You may want to consider video 

on demand so you can order movies and sports events 

and watch them when you like (usually within a 24-hour 

window). You can also buy a bundle of services that 

includes digital TV, digital phone, and broadband Internet 

access at discounted rates. Keep in mind, however, that you 

may be asked to sign a contract for bundled services. 

Satellite

This service requires a dish that is mounted outside 

your home (service requires an unobstructed view of the 

satellite) and a receiver that is placed by your television. 

Satellite TV offers comparable channels to cable TV, and 

you can add a digital video recorder to record shows for 

viewing later. Check with your satellite TV provider for 

channel options and prices. As with cable TV, you may 

be asked to sign a contract for a package of services. One 

downside to satellite TV is occasional interference during 

periods of rain or snow. Find out if there are additional fees 

for the repositioning of a satellite dish due to bad weather, 

or for damages due to falling tree limbs.

Internet TV

If you have a high-speed Internet connection, you are 

already able to watch videos on your computer. There are 

also subscription streaming services that use your Wi-fi 

connection to show programming on your computer or TV. 

Before you choose, find out:

•	 Is a set top box required to use the service? Does it 

include its own Wi-Fi connection?

•	 Do you pay a flat monthly fee or pay per each episode or 

movie you watch?

•	 Do you have to sign a contract for the streaming service?

•	 How are you able cancel the service and stop automatic 

payments?

•	 Does the streaming service offer programs you want to 

see? Does the program catalog feature new releases?

•	 Are you more interested in movies, TV series or original 

programming? Not all streaming services provide all 

types of video content.

•	 What is the quality of the video?

TELECOMMUNICATIONS SCAMS 

Be aware of these common signs of telecommunications 

scams:

•	 You receive a call, or pop-up notice on your screen, with 

a false claim that your computer is infected with a virus. 

•	 Scammers send emails that include links that can 

install viruses, freeze your computer, or ask you to share 

personal information.

•	 Scammers set up free public Wi-Fi hotspots. They 

can detect and steal everything you type, including 

passwords and credit card numbers.

•	 You make a spelling error when typing in a website URL 

of a popular website. Scammers set up fake websites 

that lead to the incorrectly spelled websites, to install 

malware or collect your personal information.

Take steps to protect yourself:

•	 Hang up or don’t respond to emails or calls about 

viruses on your computer. 

•	 Don’t click on links in emails or ads from companies you 

don’t know. This “click-bait” can download malware onto 

your computer or smartphone.

•	 Don’t use unsecured or unknown Wi-Fi hotspots.

•	 Access websites through bookmarks or saved searches.

For more information or to file a complaint, contact:

•	 The Federal Communications Commission (p. 101).

•	 The Federal Trade Commission (p. 102).

TELECOMMUNICATIONS
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TELEMARKETING AND UNWANTED MAIL

TELEMARKETING AND UNWANTED 

MAIL

What can you do about the growing pile of unwanted mail in 

your mailbox and unwelcome telemarketers on your phone? 

Actually, there are several things you can do:

•	 Tell companies you do business with to remove your

name from customer lists they rent or sell to others. Look

for information on how to opt-out of marketing lists on

sales materials, order forms, and websites.

•	 Opt-out of receiving unsolicited commercial mail

from many national companies for three years. Visit

dmachoice.thedma.org to register. Use the services

provided by the Data & Marketing Association (p. 136) to

remove your name from most national telemarketing, mail,

and email lists.

•	 If you would like to opt-out of credit and insurance offers,

call the credit reporting agencies’ notification system at

1-888-567-8688 or visit www.optoutprescreen.com (note:

you will have to share your social security number).

•	 Under U.S. Postal Service (USPS) rules, it is illegal to

send mail that looks like it is from a government agency

when it is not. It is also illegal to send mail that looks like a

bill when nothing was ordered, unless it clearly states that

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

(p. 103).

NATIONAL DO NOT CALL REGISTRY

The federal government’s Do Not Call Registry allows you 

to restrict telemarketing calls permanently by registering 

your phone number at www.donotcall.gov or by calling 

1-888-382-1222. If you receive telemarketing calls after your

number has been in the national registry for 31 days, you

can file a complaint using the same web page and toll free

number. Contact your state’s consumer protection office

(p. 106) to find out if your state has its own Do Not Call

(DNC) list and how you can add your number to it.

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.

You can register landline and cell phone numbers on the Do 

Not Call Registry (www.donotcall.gov).

There are other ways to block unwanted calls:

•	 Mobile apps that allow you to create a list of phone

numbers that can’t call you.

•	 Built in features on your mobile phone.

•	 Call blocking devices.

•	 Your phone carrier can allow you to create a list of phone

numbers to block.

PRE-RECORDED MESSAGES

Pre-recorded sales calls or robocalls are illegal. Companies 

cannot transmit these messages or send text messages to 

consumers who have not agreed, in writing, to accept such 

messages. A company cannot contact you based on a prior 

business relationship. Pre-recorded calls may only be made 

to residential telephone numbers in the following cases:

•	 Emergency calls needed to ensure your health and safety.

•	 Calls that do not include any unsolicited advertisements.

•	 Calls by, or on behalf of, tax-exempt nonprofit

organizations.

•	 Calls for which you have given prior consent.

TELEMARKETING SCAMS

Be aware of these common signs of telemarketing scams:

•	 Someone calls and pressures you to make a purchase or

donate to a fake charity.

•	 A telemarketer asks “Can you hear me?”, so that they

can record you saying “Yes”. Your “yes”can be used as

proof that you agreed to buy their product or agreed to

charges on your credit card.

•	 You are told you’ve won a prize or lottery, but you must

pay a tax or fee to claim it.

Take steps to protect yourself:

•	 Register for the National Do Not Call Registry, at

www.donotcall.gov, and your state’s do not call registry,

if it has one.

•	 Research charities before you donate, using the Wise

Giving Alliance, Charity Navigator, or Guidestar.

•	 Don’t answer questions from telemarketers.

For more information or to file a complaint, contact:

•	 The Federal Communications Commission (p. 101).

•	 The Federal Trade Commission (p. 102).

•	 Your state consumer protection office (p. 106).
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Phone carriers aren’t prohibited from offering robocall

blocking. Contact your phone company, mobile or landline,

and ask them to offer call blocking technology. Visit www.

fcc.gov/stop-unwanted-calls to learn more.

If you receive pre-recorded telemarketing calls but have not

agreed to get them, file a complaint with the FCC at 

www.donotcall.gov or by calling 1-888-225-5322. You should 

also be able to block robocalls on your landline or mobile

phone.

TELEMARKETING SALES CALLS

The FTC Telemarketing Sales Rule defines what

telemarketers can and cannot do when making a sales call.

Callers must:

•	 Provide the seller’s name.

•	 Disclose that the call is a sales call.

•	 Tell you exactly what they are trying to sell.

•	 Disclose the total cost and other terms of sale before you 

make any payment for goods or services.

•	 Tell you if they do not allow refunds, exchanges, or 

cancellations.

If a prize is involved, the caller must give you the odds of 

winning, inform you that no purchase is necessary, and 

tell you how to get instructions for entering without buying 

anything. It is illegal for telemarketers to:

•	 Misrepresent what they are offering.

•	 Call before 8 am or after 9 pm.

•	 Threaten, intimidate, or harass you, or call again if you 

ask them not to.

•	 Require you to pay with a money transfer service or 

a reloadable prepaid card, both of which are favored 

payment methods for scammers. 

This rule applies even when you receive a call from a 

telemarketer in another state or country. It also applies 

when you make a call to a company in another state or 

country in response to a mail solicitation.

The rule generally does not apply when you call to order 

from a catalog or in response to an ad on television or radio, 

or in a magazine or newspaper. It also does not apply to 

solicitations you receive by fax or email. Beware that certain 

types of businesses, including nonprofit organizations, 

investment brokers and advisors, and banks and financial 

institutions, are exempt from the rule.

The Federal Communications Commission also has the 

Telephone Consumer Protection Act to protect you from 

unwanted calls. Under this rule, you can revoke consent 

at any time, even if you previously agreed to receive calls 

from a company. Also, a company can’t limit your access to 

sales or offers, based on whether or not you agree to accept 

telemarketing calls. 

Some telemarketers advertise “free” trial offers to entice 

new customers. They may ask for your credit card number, 

when you agree to the free offer. But beware, these free 

trials often aren’t free. The seller may use the “free to 

pay” conversion tactic, where the free offer automatically 

converts to a monthly subscription for the product. You will 

be charged monthly for the items, and it can be difficult to 

cancel the subscription. Before you accept that free offer, 

ask if they automatically convert the trial to a paid service 

and how you can opt-out. Otherwise you could find yourself 

paying for items you don’t want. 

TRAVEL

Whether reserving a hotel room, buying plane tickets, or 

making other travel arrangements, these tips will help you 

get the deal that best suits your needs:

•	 Plan as far ahead as you can. Special deals on hotel 

rooms and airline seats often sell out very quickly.

•	 Be flexible in your travel plans. Hotels usually offer 

better rates on days when they expect fewer guests. Find 

out if you can save on flights by leaving a day earlier or 

later, flying at a different time of day, or using a different 

airport. Changing planes during your trip is sometimes 

cheaper than a nonstop flight.

•	 Check out the seller. Research travel agents with past 

customers. Make sure you are booking your travel with a 

legitimate travel booking site, not a fake.

•	 Comparison shop. Determine the complete cost of the 

trip in dollars, including all service charges, baggage fees, 

taxes, and processing fees. 

•	 Beware of unusually cheap prices and freebies. 

These could be a scam, and you could end up paying 

more than the cost of a regular package tour. 

•	 Make sure you understand the terms of the deal. If 

you hear you have won a free vacation, ask whether you 

have to buy something in order to get it. Verify locations 

and amenities, especially if you are renting a private 

home.

•	 Ask about cancellation policies. Airlines will either 

let you either hold a reservation for 24 hours without 

charging or cancel a paid reservation within 24 hours of 

purchase. This cancellation policy is for non-refundable 

tickets in the U.S., that were booked with the airline, at 
48 www.USA.gov To contact an organization, use the directory beginning on page 64 

least seven days in advance. Look into travel insurance for 

added protection (p. 35)

•	 Insist on written confirmations. Ask for written proof

of reservations, rates, and dates.

•	 Ask for the total price. Some airlines may sell each item

separately, so the advertised price is much less than what

you have to actually pay.

•	 Pay by credit card. Paying by credit card gives you

the right to dispute charges for services that were

misrepresented or never delivered. Your credit card may

also offer insurance for booked travel and car rentals.

•	 Do you have valid ID? The Transportation Security

Administration requires you to have a secure state

drivers’ license, identification card, or passport in

order to fly. Find out the approval status of your state’s

identification cards at www.dhs.gov/real-id-enforcementbrief.

•	 Car rental. Are you renting a car? See “Renting” on page

12 to know your rights.

In some states, travel sellers must be registered and 

insured. Advance payments for travel must be placed in an 

escrow account until services are provided. Prizes or “free” 

gifts may also be regulated. Contact your state consumer 

TRAVEL

protection agency (p. 106) to find out about your rights and 

how to file complaints. 

RESOLVE AIR TRAVEL PROBLEMS

No matter how well you plan, you might encounter these 

common air travel hassles.

Delayed and Canceled Flights

Airline delays caused by bad weather, traffic control 

problems, and mechanical repairs are hard to predict. If 

your flight is canceled, most airlines will rebook you on the 

next flight possible to your destination, at no additional 

charge. If you are able to find another flight on another 

airline, ask the first airline to endorse your ticket to the other 

carrier. This could save you from a fare increase, but there 

is no rule requiring the airline to do so.

Each airline has its own policies about what it will do for 

delayed passengers; there are no federal requirements. If 

your flight is delayed or canceled, ask the airline whether it 

will pay for meals or lodging. Airlines may offer these as a 

courtesy, but they are not required to do so.

Delayed or Damaged Bags

If your bags are not on the conveyor belt when you arrive, 

file a report with the airline before you leave the airport:

•	 Insist the airline fill out a form and give you a copy, even if

personnel say the bags will be on the next flight.

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

phone number.

•	 Confirm that the airline will deliver the bags to you without

charge when they are found.

Some airlines will give you money to purchase a few 

necessities. If they do not provide you with cash, ask what 

types of articles are reimbursable and keep all receipts.

If a suitcase arrives damaged, the airline may pay for repairs 

if you file a claim immediately (before you leave the airport). 

If an item cannot be fixed, the airline will negotiate to pay 

you its depreciated value. The same is true for belongings 

packed inside a suitcase. However, airlines may refuse 

to pay for damage if it was caused by your failure to pack 

something properly rather than by the airline’s handling.

TRAVEL FEES

Fees are a common part of travel. While some fees are 

easy to understand, others have become more confusing.

Air Travel

•	 Seat selection. You may pay a fee for the privilege of

choosing your seat when you book your flight.

•	 Baggage. Airlines may charge for checked and carry-on

baggage.

•	 Rewards tickets. If the actual flight is with a partner

airline, rather than the airline you earn points with, you

may have to pay a fee..

Car Rental

•	 Surcharges. Beware of other costs, such as energy

surcharges, concession fees, and facility fees.

•	 Building projects fees. Car rentals can include a fee

to pay for airport improvements or the city’s building

projects.

Hotels and Lodging

•	 Resort fees. Fees for fitness centers, golf courses, and

other amenities, whether or not you use them.

•	 Mini-bar. Restocking fees to replace items you

purchased.

•	 Wi-Fi. Your hotel may charge to use their Wi-Fi network

Contact airlines, car rental companies, and hotels to get 

an explanation of fee policies before you book your travel. 

Contact them after your trip if you see charges you don’t 

understand on your receipt or credit card statement.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 49

Lost Bags

If your bag is declared officially lost, you will have to submit 

a second, more detailed form within a time period set by the 

airline. The information on the form is used to estimate the 

value of your lost belongings. Airlines can limit their liability 

for delay, loss, and damage to baggage; however, they must 

prominently display this information (on the website and/ 

or at the ticket counter) that explains the limit. According 

to the Department of Transportation an airline must pay 

a maximum of $3,500 on lost bags and their contents per 

passenger on domestic flights, and approximately $1,685 

per passenger for baggage on international flights. 

If the airline’s offer does not cover your loss fully, check your 

homeowner’s or renter’s insurance to see whether it covers 

losses away from home. Some credit card companies 

and travel agencies also offer optional or even automatic 

supplemental baggage coverage.

On those trips when you know you are carrying more than 

the liability limits, you may want to ask about purchasing 

“excess valuation” insurance from the airline when you 

check in. There is no guarantee the airline will sell you this 

protection. The airline may refuse, especially if the item is 

valuable or breakable.

Overbooked Flights

It is not illegal to sell more tickets than there are seats for 

a flight. Most airlines overbook their flights to compensate 

for “no-shows.” If there are more passengers than seats 

just before a plane is scheduled to depart, you can be 

“bumped” or left behind against your will. Whether you 

are bumped may depend on when you officially checked 

in for your flight, so check-in early. The U.S. Department 

of Transportation requires airlines to ask people to give 

up their seats voluntarily in exchange for compensation. 

Airlines decide what to offer volunteers, such as money, a 

free trip, food, or lodging.

Passengers who are bumped involuntarily on most flights 

within the United States, and on outbound international 

flights are protected under Federal Aviation Administration 

guidelines (www.faa.gov). If you volunteer to be bumped, 

your agreement with the airline is not regulated and will 

depend on negotiating at the gate. 

The airline must give you a written statement describing 

your rights as well as the airline’s boarding priority rules 

and criteria. If the airline is able to get you to your final 

destination within two hours of your original arrival time, 

there is no monetary compensation. If that is not possible, 

the airline must pay you an amount equal to 200% of your 

one-way fare, with a maximum of $675. To receive this 

payment, you must have a confirmed reservation. You must 

also meet the airline’s deadlines for ticketing and check-in. 

An airline may offer you a free ticket on a future flight in 

place of a check, but you have the right to insist on a check.

CRUISES

Taking a cruise can be a fun way to travel and enjoy an allinclusive vacation. Before you sail, you should know that 

your ticket is also a binding contractual agreement between 

you and the cruise ship company, so it is important to read 

all of the terms and conditions in the ticket contract. You 

must agree to the terms, exactly as they are written, or you 

cannot take the cruise. Before you book tickets on a cruise, 

research the company and the ship’s history. 

Some things to look out for when reading the contract:

•	 Cancellation policy. What are your rights if you have 

to cancel your trip? How far in advance do you have to 

cancel in order to get a refund? Will it be a partial or a full 

refund? 

•	 Understand your legal rights. Your contract may limit 

your ability to sue the company or specify the time frame 

and location where a court case must be filed.

•	 Itinerary changes. The itinerary and ports of call can be 

changed at the captain’s discretion. 

•	 Refunds. Are you able to get a refund for your ticket? If 

so, what portion of the cruise price will be refunded?

Visit www.transportation.gov/mission/safety/passengercruise-ship-information for more cruise safety resources.

TRAVEL SCAMS

Be aware of these common signs of travel scams:

•	 Phone calls or emails that say you have “won” a free 

vacation, but must pay a service fee in order to claim it.

•	 Scammers call selling fake vacation packages, putting 

pressure on you to “act now” to get a very low price.

•	 You qualify for travel at a low price, but find out about 

additional fees or requirements to book a second trip at a 

higher price.

•	 You prepay for a vacation package, but when it is time to 

travel, the reservation doesn’t exist.

Take steps to protect yourself:

•	 Don’t pay for “free” vacation prizes. 

•	 Ask questions before buying vacation packages, 

including cancellation policies.

•	 Verify ticket numbers with the airlines, cruiselines, and 

hotels, not just the reservation with the travel agency.

•	 Don’t give in to pressure to buy now. Do your research 

beforehand. 

•	 Use credit cards to book travel, so that you can dispute 

charges for services you didn’t receive.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102).

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

TRAVEL

TRAVEL

TRAVEL SAFETY

Several federal agencies offer advice and information on 

the Internet or mobile apps that can help you have a safe 

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

TRAVEL

For advice on:

•	 Airline, highway, and rail safety information:

Check out the U.S. Department of Transportation (p. 100)

at www.transportation.gov to look up crash-safety reports

on cars and road conditions. Find out how weather is

affecting air travel at www.fly.faa.gov and

www.faa.gov/passengers.

•	 Safe travel by air, land, and sea: Refer to the

Transportation Security Administration (p. 97) at

www.tsa.gov/travel. This website posts tips on dealing

with airline security checks, traveling with kids, and

warnings on prohibited items.

•	 International travel: Before travelling internationally,

enroll in the Smart Travel Enrollment Program (STEP) to

get updates about the country you will be visiting. Visit

step.state.gov/step to get warnings on locations to avoid,

and tips on what to do in an overseas emergency.

•	 Health-related travel information: Consult the Centers

for Disease Control and Prevention (p. 94) at

www.cdc.gov/travel. Research vaccination requirements, 

find information on how to avoid illnesses caused by food 

and water, and review sanitation inspection scores on 

specific cruise ships.

UTILITIES

HEATING YOUR HOME WITH OIL

If you heat your home with oil, you have to choose an oil 

provider, a pricing system, and a service plan. When you 

shop for a home heating oil provider, ask:

How is the oil priced per gallon?

•	 Fixed rate. The same price throughout the season

•	 Market rate. You pay whatever the rate is on the day

your oil is delivered.

•	 Capped rate. Your price can’t exceed a set amount.

What are your payment options?

•	 Prepay. You pay before the season starts.

•	 Cash on Delivery (C.O.D.). You pay for your oil upon

delivery.

What type of oil provider do you need?

•	 Full service. The company offers a service contract, for

automatic delivery, emergency service, or equipment

maintenance.

•	 Discount companies. The company only delivers oil.

Contact your state consumer protection agency (p. 106) or 

utility commission (p. 131) for more information.

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 131) to find out whether you have a choice. 

Some commissions will provide a list of service providers 

and advice on making a choice, and most state utility 

commissions will take any complaints you have about utility 

sales and services.

STARTING UTILITY SERVICE

When you move into a new home or apartment, you may 

also be required to have the utility services (electricity, gas, 

water, waste removal, and cable) started in your name. Your 

city or county government may handle some services, such 

as water, sewer, and garbage collection. If you live in an 

apartment or are leasing a house from a homeowner, the 

landlord may handle this for you, but that is not required. 

Notify the utility provider in advance of the date you need 

service to start. If you are moving, remember to have service 

turned off at your old address. 

Each company may require you to pay a fee to start service. 

You may also be required to pay a deposit or allow the 

company to check your credit to establish service at your 

home. If any of these companies fails to meet its service 

requirements, file a complaint with the company. If that does 

not work, contact your state utility commission (p. 131). 

In addition to your actual service, you may have other fees 

on your bill, such as administrative fees, public surcharges, 

or local taxes. Contact the service provider if you see 

charges you do not understand or did not authorize, or if 

you have difficulty making timely payments.

If you have difficulty paying your bills, especially for 

electricity or gas, help is available. Contact the company 

to find out if it has a program in place to help consumers. 

Also, your state’s utility commission (p. 131) may 

sponsor a program to either reduce your bill or make 

your payments based on a set amount of your income 

each month. Programs like these from utility companies 

and local government are usually based on your income. 

You may also consider applying for help through the Low 

Income Home Energy Assistance Program (LIHEAP). 

The benefits vary from state to state. Visit www.acf.hhs.

gov/ocs/programs/liheap or call 1-866-674-6327 for more 

information.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 51

WILLS AND FUNERALS

WILLS AND FUNERALS

UTILITY SCAMS

Be aware of these common signs of utility scams:

•	 You receive a call claiming that your service will be cut 

off immediately, unless you pay with a prepaid gift card.

•	 Someone calls you, pretending to be a government 

employee. He or she claims that you qualify for a grant to 

pay your utility bill, in full.

•	 Someone claiming to be with your local utility company 

comes to your home during a power outage and offers to 

reconnect your service, if you pay with cash.

Take steps to protect yourself:

•	 Don’t give in to pressure to pay a utility bill that requires 

you to pay with a branded gift card. 

•	 Verify assistance programs with your utility provider or 

state utility commission.

•	 Call the utility company to verify that it authorized 

someone to come to your home. Ask about service fees.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 103).

•	 Your state utility commission (p. 131).

WILLS AND FUNERALS

People at all economic levels benefit from an estate 

plan. An estate plan legally protects and distributes your 

property based on your wishes and the needs of your family 

and/or survivors with the fewest tax consequences.

As you make plans for the end of life, it is important to 

share details with family ahead of time. Make sure you know 

whose names are on accounts with you, and their rights 

to the account after your death (See “Managing Someone 

Else’s Bank Account” on page 6) so that they can have 

access to them after your death. If you are married, make 

sure your spouse knows how to access all of your accounts. 

You may also have a durable financial power of attorney to 

manage your finances if you are unable to do so.

WILLS

A will states how you want your property to be distributed 

after you die. Writing a will can be as simple as typing out 

how you want your assets to be transferred to loved ones 

or charitable organizations. If you do not have a will when 

you die, your estate will be handled in probate. In probate, 

your property could be distributed differently from what you 

would like. When writing your will, remember:

•	 In most states, you must be 18 years of age or older.

•	 You must be 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.

•	 You must sign your will in the presence of at least two 

witnesses, for it to be valid. Your will doesn’t have to be to 

notarized, but doing so can safeguard any claims that it is 

invalid.

•	 A financial will and testament supersedes a last will and 

testament when bestowing financial assets.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all of the rules 

of the estate disposition process in your state. Some states, 

for instance, have community property laws that entitle your 

surviving spouse to keep at least half of your wealth after 

WRITE A DIGITAL ASSET PLAN

Many things you use are intangible, like digital music and 

photos, streaming music and TV, social media websites, 

email accounts, and reward points. 

A digital asset plan explains how you would like these 

assets and online accounts to be handled after your death. 

Appoint someone you trust as an digital asset executor. 

This person will close accounts, social media profiles, 

and handle all of your digital assets. When writing a digital 

asset plan:

•	 Review the terms and conditions of each company where 

you have digital assets and profiles to know their policies 

when a customer dies. Find out if any companies will 

allow you assign access to someone else, ahead of time.

•	 State if you would like your social medial profiles to be 

closed or keep it open for friends and family.

•	 Provide a list of the companies where you have digital 

accounts, screen lock for your cell phone, usernames 

and passwords with your will.

•	 Include the credit card or bank account numbers that are 

used to pay for fee-based service so that the executor 

can stop the charges.

•	 Stipulate in your will that the executor of your digital 

asset plan should have a copy of your death certificate. 

He or she may need this in order to take any actions on 

your behalf.
52 www.USA.gov To contact an organization, use the directory beginning on page 64 

WILLS AND FUNERALS

you die, no matter what percentage you leave him or her in 

your will. Fees for the execution of a will vary according to 

its complexity. See page 61 for more on finding legal help. 

Choose an Executor 

An executor is the person responsible for settling the estate 

after your death. Duties of an executor include:

•	 Taking inventory of property and belongings.

•	 Appraising and distributing assets according to the will.

•	 Paying taxes.

•	 Settling debts owed by the deceased.

The executor is legally obligated to act in the interests of 

the deceased, following the wishes stated in the will. In 

most states, any person over the age of 18 who has not been 

convicted of a felony can be named executor of a will. Some 

people choose a lawyer, accountant, or financial consultant 

based on his or her professional experience. Others choose 

a spouse, adult child, relative, or friend. Since the role of 

executor can be demanding, it is often a good idea to ask 

the person if he or she is willing to serve.

If you have been named executor in someone’s will but 

are not able or do not want to serve, you need to file a 

“declination,” which is a legal document that declines your 

designation as an executor. The contingent executor named 

in the will then assumes responsibility. If a contingent 

executor isn’t named, the court will appoint one.

Beneficiaries

As you write your will, you need to decide who you want 

to inherit your assets. Primary beneficiaries are your first 

choice to receive your assets. You should also choose 

secondary or contingent beneficiaries. A secondary 

beneficiary will receive your assets if your primary 

beneficiary dies before you do or doesn’t meet a condition 

(ex. age) for inheritance. Designating a secondary 

beneficiary can also prevent going through probate, which 

can be time consuming and expensive. Use specific names, 

instead of broad categories like “nieces”, when naming 

beneficiaries in your will.

You should also add primary and secondary beneficiaries 

on your individual bank accounts, the deeds to your homes 

and cars, contents of your safe deposit boxes, investments, 

and insurance policies to make it easier to transfer the 

assets. 

Remember that giving someone power of attorney does not 

automatically make this person a beneficiary of your assets. 

After you die, this person will not have the right to the 

money or even the right to access your account. If you want 

this person to be a beneficiary, you must state it in your will.

TRUSTS

A trust is a legal document that states how you, the grantor, 

want your assets and possessions to be managed and 

distributed to your beneficiaries. 

A living trust (inter vivos) is one that a grantor sets up 

while still alive, while an after-death trust (testamentary) is 

usually established by a will after your death. Living trusts 

can be irrevocable (can’t be changed) or revocable (can be 

changed). The most common type of trust is the revocable 

living trust.

Any person who owns assets can create a trust. However, it 

does take time to set up a trust, and requires documentation 

to transfer your personal assets, bank accounts, deeds, 

and investments to the trust. It is recommended that you 

work with an estate attorney or financial planner to create 

the trust. Find out the licensing requirements with your 

state’s Bar, securities administrator, or other regulatory 

offices. Be wary of pitches for creating a living trust from a 

salesperson; they could be a scam.

Some common reasons for setting up a trust include:

•	 Providing for minor children or family members who are 

inexperienced or unable to handle financial matters.

•	 Arranging for management of personal assets if you 

aren’t able to handle them yourself.

•	 Avoiding probate and immediately transferring assets to 

beneficiaries upon death.

•	 Reducing estate taxes and providing money to pay for 

them.

•	 Maintaining your privacy. The terms of a trust are not 

public record, unlike wills.

The costs to set up a trust vary, depending on its complexity 

and the assets that have to be managed in the trust. 

Role of a Trustee

A trustee is the person(s) or company that you choose to 

oversee your trust. The trust establishes who the trustee 

is, and states the guiding principles that the trustee should 

adhere to in managing the trust. The trustee can be a 

spouse, partner, family member, financial professional or a 

bank’s trust department. 

The trustee is responsible for managing the assets in the 

trust, even while you are alive but are physically or mentally 

incapacitated. Upon your death, the trustee gathers 

your assets, pays any outstanding expenses, debts, and 

taxes, and then distributes the remaining assets to your 

beneficiaries.

FUNERALS

One of the largest expenses many consumers will face is 

arranging for a funeral. Extras such as flowers, obituary 

notices, and limousines can add to the cost. At such a 

highly emotional time, many people are easily swayed to 

believe that their decisions reflect how they feel about 

the deceased and wind up spending more than may be 

necessary.

Most funeral providers are professionals who work to serve 

their clients’ needs and best interests. Unfortunately, some 

do not and may take advantage of clients by insisting on 

unnecessary services and overcharging consumers. The 

Funeral Rule is a federal rule that regulates the actions of 

funeral directors, homes, and services.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 53

Many funeral providers offer a variety of package plans that 

include products and services that are most commonly 

sold. Keep in mind, you are not obligated to buy a package. 

You have the right to buy the individual products and 

services you prefer. As outlined by the Funeral Rule:

•	 The funeral provider must state this “Rule” in writing on 

the general price list.

•	 You have the right to choose the funeral goods and 

services you want (with some exceptions).

•	 If state or local law requires you to buy any particular 

item, the funeral provider must disclose it on the price list, 

with a reference to the specific law.

•	 The funeral provider may not refuse, or charge a fee, to 

handle a casket that you bought elsewhere.

•	 A funeral provider who offers cremations must make 

alternative urns available.

•	 When prepaying for funeral services, do not agree to 

give the check from the life insurance company directly to 

the funeral home. You are paying for specific goods and 

services, and signing over the life insurance check might 

result in a significant overpayment for services rendered.

If you chose cremation, the price listed may not actually 

include the cost of the process. Ask the funeral home 

to state that cost to you. Visit www.consumer.ftc.gov/

articles/0070-shopping-funeral-services for more 

information about the Funeral Rule.

Planning ahead is the best way to make informed decisions 

about funeral arrangements. An advance plan also spares 

your family from having to make choices in the middle of 

grief and under time constraints. Every family is different, 

and funeral arrangements are influenced by religious and 

cultural traditions, budgets, and personal preferences.

You are not legally required to use a funeral home to 

plan and conduct a funeral, but most people find that the 

services of a professional funeral home make the process 

easier. Comparison shopping, either in person or by phone, 

can save you money and is much easier when done in 

advance. Visit funerals.org to learn more about how to 

select a funeral home and research its history. Many funeral 

homes will also send you a price list by mail, but this is not 

required by law. 

If you have a problem concerning funeral matters, it is best 

to try to resolve it first with the funeral home director. If 

you are dissatisfied, the Funeral Consumers Alliance (p. 

105) may be able to advise you on how best to resolve your 

issue. You can also contact your state or local consumer 

protection agency (p. 106) or the Funeral Service Consumer 

Assistance Program at 1-800-662-7666. Most states have a 

licensing board that regulates the funeral industry. You can 

contact the board in your state for information or help.

Prepaying

Millions of Americans have entered into contracts to 

prearrange their funerals and prepay some or all of the 

expenses involved. Various states have laws to help ensure 

that these advance payments are available to pay for the 

funeral products and services when they are needed; 

however, protections vary widely from state to state. Some 

state laws require the funeral home or cemetery to place a 

percentage of the prepayment in a state-regulated trust or 

to purchase a life insurance policy with the death benefits 

assigned to the funeral home or cemetery. For a list of 

questions to consider before prepaying for a funeral, visit 

www.consumer.ftc.gov/articles/0305-planning-your-ownfuneral.

WILL AND FUNERAL SCAMS

Be aware of these common signs of will and funeral scams:

•	 You are told that you must buy all services and burial 

materials as part of a package.

•	 You agree to prepay for funeral and burial services, but 

the company that you pay to handle it uses your money 

for other purposes instead.

•	 Aggressive sales tactics to get you to prepay for your 

burial, sell you trusts, or write your will.

Take steps to protect yourself:

•	 Research and interview several service providers. 

•	 Get price lists, so that you can make comparisons.

•	 Read the contract before you sign and get all promises in 

writing. Don’t leave blank spaces.

For more information or to file a complaint, contact:

•	 The Federal Trade Commission (p. 102).

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

WILLS AND FUNERALS

WILLS AND FUNERALS
54 www.USA.gov To contact an organization, use the directory beginning on page 64. 

PART II: KEY INFORMATION RESOURCES

KEY INFORMATION RESOURCES

SERVICES AND RESOURCES FOR PERSONS 

WITH DISABILITIES

Relay Services: Telecommunications relay services 

link telephone conversations between individuals who 

use standard voice telephones and those who use text 

telephones (TTYs). Calls may be made from either type of 

telephone to the other type through the relay service.

Local Relay Services: States provide relay services for 

local and long-distance calls. Consult your local telephone 

directory for information on use, fees (if any), services, and 

dialing instructions for that area.

Federal Relay 

Service: The FRS, a 

program of the U.S. 

General Services 

Administration (GSA), 

provides access to 

TTY users who wish 

to conduct official 

business nationwide 

with, and within, the federal government. The toll free 

number is 1-800-877-8339. For more information on relay 

communications, or to obtain a brochure on using the FRS, 

call 1-800-877-0996.

Other Services: Consumers who are deaf or hard of 

hearing, or who have a speech impairment and use a TTY, 

may receive operator and directory assistance for calls by 

dialing 1-800-855-1155. Check the introductory pages of 

your local telephone directory for additional TTY services.

USAGov

USAGov helps you find answers you can trust about 

government programs and services. Get tips and answers 

to your government questions in English and Spanish 

through the websites USA.gov and GobiernoUSA.gov, 

on the phone at 1-844-872-4681, email, or chat, and social 

media.

Center for the Study of Services

Center for the Study of Services evaluates the quality and price 

for local services in major metropolitan areas. 

Visit www.checkbook.org or see page 104.

Consumer Reports

Consumer Reports researches and tests goods and 

services such as automobiles, appliances, food, clothing, 

luggage, and insurance. Visit www.consumerreports.org or 

see page 104.

Consumer World

Consumer World website links consumers to resources, 

news articles, alerts about corporations, and government 

agencies that affect you. Visit www.consumerworld.org.

Government Publishing Office

Pueblo.GPO.gov is the website to visit to order publications 

on a variety of topics from the federal government.

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 extension.org or see page 93.

Libraries

Publications from the organizations mentioned on this page 

are available at your local public library or by visiting 

www.publiclibraries.com.

EMERGENCY PREPAREDNESS

Disasters can strike in many forms—fires, floods, 

hurricanes, tornadoes, and even national emergencies. 

Protecting yourself, your family, your pets, and your home 

or your business requires advance planning. It is equally 

important to know where to turn for help and information. 

There are numerous sources of information to help you 

prepare. To get started, check out these websites: 

•	 www.disasterassistance.gov

•	 www.fema.gov

•	 www.ready.gov

•	 www.redcross.org

Visit www.ready.gov/financial-preparedness to get 

resources to help you make a pre-disaster financial plan. 

Create a home inventory of your belongings, before a 

disaster happens. This inventory can be helpful if you have 

to file a claim against your home insurance policy. In case 

of a disaster, make certain that you have your ID, cash, debit 

and credit cards, and a list of your account numbers and 

insurance policy numbers. 

The Department of Housing and Urban Development’s 

(HUD) Office of Lead Hazard Control and Healthy Homes 

offers a Disaster Recovery Toolkit. This kit provides tips 

to make your home safe to live in after a fire, flood, or 

other nature disaster. Learn how to save and clean your 

possessions and rebuild stronger to prevent damages in 

the future. Visit www.hud.gov/healthyhomes to get the 
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KEY INFORMATION RESOURCES

disaster recovery toolkit and download the app on your 

mobile device.

FOR PERSONS WITH DISABILITIES

These programs and services offer help and support to 

persons with disabilities.

Department of Education

Provides training and information to parents of disabled 

children and to people who work with them. See page 94 or 

visit www.ed.gov.

Department of Housing and Urban Development

Protects the housing rights of people with disabilities, and 

the responsibilities of housing providers and building and 

design professionals. Visit www.hud.gov/offices/fheo/

disabilities or see page 98.

National Council on Disability

A federal agency with the mission to improve the quality of 

life for Americans with disabilities and their families. Visit 

www.ncd.gov.

National Disability Rights Network

Provides legal based advocacy services for people with 

disabilities. Visit www.ndrn.org.

National Library Service for the Blind and Physically 

Handicapped

Administers a free loan service of recorded and Braille 

books and magazines, music scores in Braille and large 

print, plus specially designed playback equipment. Visit 

www.loc.gov/nls.

FOR MILITARY PERSONNEL

Today’s military families face many common consumer 

challenges as well as the additional stress associated with 

frequent moves and separation. To ease such difficulties, 

Family Centers, along with the other programs described in 

this section, provide help and support for military families. 

ACCESS TO THE SHARING ECONOMY

Some industries, such as car and home-sharing services, 

purchased only through apps, may not be required to 

comply with the Americans with Disabilities Act. They may 

be exempt if they are a technology company that contracts 

out the actual work, like driving and hosting, to private 

individuals. 

Before ordering services from these companies, find out 

if the service can accommodate wheelchairs, walkers, 

or service animals. If possible, contact the individual 

providing the service, or a hotline, to inform him or her of 

your needs. Visit www.ada.gov for more information about 

your rights under the Americans with Disabilities Act.

KEY INFORMATION RESOURCES

U.S. Military Family Centers

Located on most military installations, Family Centers 

provide information, life skills education, and support 

services to military members and their families. Family 

Centers link people with appropriate services available 

in the local community and/or through state and federal 

assistance programs in health and human services, school 

systems, employment assistance, law enforcement, and 

recreation. 

Air Force Airman and Family Readiness

Airman and Family Readiness Centers (A&FRC) are 

located on every Air Force installation and offer a wealth 

of resources to airmen and their families. They provide 

consultations on financial management, transition 

assistance, spouse employment, readiness, deployment, 

family life, and relocation assistance.

RESOURCES FOR MILITARY FAMILIES

Check with family readiness centers on your installation 

to get access to financial help. The Consumer Financial 

Protection Bureau’s Office of Servicemember Affairs 

offers resources to help plan your financial future and 

prevent being a victim of fraud at www.consumerfinance.

gov/servicemembers. The Federal Trade Commission 

offers information about consumer issues that affect 

service members at www.military.consumer.gov. The 

Better Business Bureau also offers consumer education 

and advocacy through their Military Line at www.

bbbmarketplacetrust.org/category/291048/military-andveterans. File complaints about scams with the FTC 

(p. 102). Contact the CFPB (p. 93) for complaints about 

financial products.
56 www.USA.gov To contact an organization, use the directory beginning on page 64. 

BEWARE: FRAUDS AGAINST SERVICEMEN

Servicemembers are appealing targets for scammers. 

They receive a steady paycheck, reenlistment bonuses, 

and deployment pay. In addition, military families move 

frequently and do not know which sellers to avoid. Scam 

artists also know that military personnel are required 

to keep their finances in good shape and may be more 

likely to pay a fake debt to keep their finances in good 

standing.

Take steps to protect yourself and your finances:

•	 Be wary of sellers or “investment professionals” that 

use their connection to the military to make a sale. 

•	 Change your mailing address when you are 

restationed. 

•	 Place an active duty alert with the credit reporting 

agencies. This limits scammers from applying for 

credit in your name while you are deployed.

•	 Know your rights. The Servicemember Civil Relief Act 

protects you from default judgements and allows you 

to cancel contracts and leases. Visit scra.dmdc.osd.

mil for more information.

Fleet and Family Support Programs

www.ffsp.navy.mil

The Fleet and Family Support Program provides support, 

references, information, and a wide range of assistance for 

members of the Navy and their families to meet the unique 

challenges of the military lifestyle. 

Marine Corps Community Services (MCCS)

www.usmc-mccs.org

The Personal and Family Readiness Division provides 

programs for Marines and their families, such as education 

and transition assistance, fitness and recreation, 

deployment support, child care and youth activities, 

counseling and victim support.

U.S. Army Family and Morale, Welfare and Recreation

www.armymwr.com

This office provides support to Army personnel and 

families, including resources to strengthen home and family 

life, finances, and employment.

U.S. Coast Guard

www.uscg.mil

The U.S. Coast Guard offers key resources, including 

publications, career information, and related news. It also 

covers background about its mission, community services, 

history, photos, and reports.

FedsHireVets

Veterans Employment Program Office

U.S. Office of Personnel Management

1900 E St., NW

Washington, DC 20415

Phone: 202-606-7304

www.fedshirevets.gov

FedsHireVets is a one-stop resource for federal veteran 

employment information. 

Military Consumer

www.military.consumer.gov

Military Consumer empowers active duty and retired 

servicemembers, military families, veterans and civilians 

in the military community. Use these free resources as the 

first line of defense against fraud and make better-informed 

decisions when managing your money.

Military OneSource

Phone: 1-800-342-9647

www.militaryonesource.mil 

Military OneSource is a comprehensive resource for military 

members and their families, relating to nearly every aspect 

of personal and professional life. Topics include health 

and wellness, finances, family matters, and resiliency. The 

website features blogs, discussion boards, and podcasts.

Commissaries and Exchanges

Consumers who have a question about, or problem with, 

a military commissary or exchange should contact the 

local manager before contacting the regional office. If your 

problem is not resolved at the local level, write to or call the 

regional office nearest you. 

eBenefits National Resource Directory

www.nationalresourcedirectory.gov

The National Resource Directory is a partnership of the 

Departments of Defense and Veterans Affairs. This online 

directory connects service members and veterans with 

resources to benefit them and their families.

SaveandInvest.org

www.saveandinvest.org/military

It’s crucial that military personnel have access to financial 

education resources that enable them to make prudent 

saving and investing decisions for themselves and their 

families. This site offers online and on-the-ground training 

to support military personnel at key financial milestones.

National Cemetery Administration

All veterans are entitled to a free burial in a national 

cemetery and a grave marker. Spouses, dependent children, 

as well as some civilians and Public Health Service 

personnel may also be entitled to a burial and marker 

in a national cemetery. Visit www.cem.va.gov or contact 

the Department of Veterans Affairs, National Cemetery 

Administration (p. 101) to learn more.

KEY INFORMATION RESOURCES
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 57

KEY INFORMATION RESOURCES

FOR SENIORS

Today’s seniors face many consumer challenges. They have 

to make complicated decisions about finances, retirement, 

and healthcare. 

In addition, seniors must stay on the alert for the latest 

scams and frauds. They typically have a retirement “nest 

egg,” own equity in their homes that can be converted to 

cash, and have excellent credit. As seniors are considered 

as trusting and polite, scam artists take advantage of this, 

knowing older individuals might find it difficult to just say 

“no.” Finally, seniors are especially vulnerable to ID theft, 

as they frequently share their personal information (SSN, 

Medicare numbers) with doctors’ offices, caregivers, 

financial advisors, and other support professionals.

To ease these challenges, the resources described here 

provide help and support to seniors. 

Spending and Money Management

Sticking to a budget can be hard – especially if you are on a 

fixed income. You can get help planning your expenses, and 

learn how to reduce your costs.

•	 HUD Housing Counseling – Get help locating housing, 

and choosing the best option when buying, selling, or 

financing a home. Call 1-800-569-4287 or visit www.hud.

gov/offices/hsg/sfh/hcc/hcs.cfm to locate a counseling 

agency in your community.

•	 MyMoney.gov – This website offers a collection of 

financial resources to help you throughout several life 

stages and major financial decisions.

•	 Money Smart for Older Adults – This guide from 

the Federal Deposit Insurance Corporation and the 

Consumer Financial Protection Bureau helps seniors 

avoid frauds and scams, work with caregivers, and be 

financially fit. Download an electronic version at files.

consumerfinance.gov/f/201306_cfpb_msoa-participantguide.pdf.

•	 National Institute on Aging – Find resources for 

seniors to get help with food costs. You can learn how to 

plan a food budget, and figure out ways to save money 

when grocery shopping. Call 1-800-225-2225 or visit 

www.nia.nih.gov.

•	 Senior Farmers Market Nutrition Program – Run by 

state agencies, this program provides low-income seniors 

with coupons that can be exchanged for eligible foods 

at farmers markets, roadside stands, and communitysupported agriculture programs. Visit www.fns.usda.gov/

sfmnp/senior-farmers-market-nutrition-program-sfmnp

to find your state’s office.

•	 AARP (p. 104) – Resources and tips to help consumers, 

50 years and over, get discounts on daily life and major 

purchases. Call 1-888-687-2277 or visit www.aarp.org for 

more information.

Individual restaurants, retailers, and pharmacies offer 

discounts to seniors on their purchases. Your state may 

also offer a discount card for use at companies or specific 

types of services where you live. Contact the Department of 

Aging in your state for more information.

BEWARE: FRAUDS AGAINST SENIORS

KEY INFORMATION RESOURCES

Common types of frauds against seniors include:

•	 Caregiver fraud - A staff member at a nursing home, 

friend, or family member steals your money.

•	 Funeral and cemetery fraud - You pay unnecessary 

charges for funeral and burial services. 

•	 Health care or health insurance fraud - You 

receive bills for medical services or equipment that 

you never received or ordered. 

•	 Housing fraud - Real estate professionals attempt 

to gain access to the equity from your property. They 

may also fail to explain repayment requirements on 

reverse mortgages.

•	 ID theft - Scam artists use your personal information 

to apply for loans, file taxes, or get medical care.

•	 Internet fraud - Emails, online ads, pop ups, and 

search results to trick you into sending money and 

personal information.

•	 Investment schemes - Seniors may fall victim to 

advanced fee schemes, pyramid schemes, and other 

financial crimes.

•	 Telemarketing fraud - Scammers call, selling bogus 

products and services over the phone.

Contact your state consumer protection office (p. 106)

or the federal agencies listed in the chart on page 58 to 

report fraud. 

Saving & Investing

Knowing how to safely save and invest can make a big 

difference in your retirement years. Protect your hardearned money and make the most of it. 

•	 Office of Financial Protection for Older 

Americans – This office at the Consumer Financial 

Protection Bureau (p. 93) gives seniors information 

and tools to safely navigate financial decisions. Explore 
58 www.USA.gov To contact an organization, use the directory beginning on page 64. 

resources and tools for preventing others from taking 

your savings, understanding financial options after the 

loss of a loved one, and learning about your financial 

options later in life. This office also offers publications for 

financial caregivers, who are managing money for loved 

ones. Call 1-855-411-2372 or visit www.consumerfinance.

gov/older-americans.

•	 Pension Benefit Guaranty Corporation (PBGC, 

p. 103) – PBGC insures most private sector defined 

pensions. Contact the PBGC if you had a defined pension 

through your employer, but you aren’t able to locate it or 

your pension plan failed. Call 1-800-400-7242 or visit www.

pbgc.gov to locate your benefits.

•	 Securities and Exchange Commission (SEC, p. 103) – 

This agency offers resources to help you invest safely and 

protect your investments from fraud. Call 1-800-732-0330 

or visit online at www.investor.gov/seniors.

•	 Social Security Administration (SSA, p. 103) – SSA 

offers a retirement planner to help you determine the 

right time to start collecting social security benefits. 

For more information on planning for retirement, family 

benefits, the difference between the Retirement Age and 

the Stop Work Age, and a step-by-step guide through the 

retirement process. Call 1-800-772-1213 or visit 

www.ssa.gov/planners/retire.

PROTECT YOURSELF FROM SCAMS

Take the steps to better protect yourself and your money 

from scams. 

•	 Don’t respond to unsolicited advertisements or calls. 

Stop telemarketing calls by signing up for the National 

Do Not Call Registry at www.donotcall.gov at 1-888-382-

1222.

•	 Opt-out of credit card offers. Call 1-888-567-8688 or go 

online to www.optoutprescreen.com (you will have to 

give your social security number). 

•	 Research charities, sweepstakes, or raffles. Call 1-877-

829-5500 to get information about charities. Call 1-800-

372-8347 for information about sweepstakes/mail fraud.

•	 Request your credit report every 12 months from the 

three national credit bureaus. Call 1-877-322-8228 or visit 

www.annualcreditreport.com to get your report. See the 

“Order Your Free Credit Reports” box (p. 15).

•	 Take your time. Don’t give in to high-pressure sales 

pitches, being rushed to participate or peer influence. 

•	 Don’t disclose financial or personal information if you 

feel unsure.

•	 Research before you invest. Beware of investments 

that guarantees high profits and returns, with little 

risk. 

KEY INFORMATION RESOURCES

TYPE OF FRAUD WHERE TO REPORT IT CONTACT INFORMATION

Financial Services Consumer Financial Protection Bureau Phone: 1-855-411-2372

Online: www.consumerfinance.gov/complaint

Housing U.S. Department of Housing and Urban 

Development

Phone: 1-800-669-9777

Online: portal.hud.gov/hudportal/HUD?src=/

complaints_home

Identity Theft Federal Trade Commission Phone: 1-877-382-4357

Online: www.ftccomplaintassistant.gov

Internet Internet Crime Complaint Center (IC3) Online: www.ic3.gov

Investments Securities and Exchange Commission

FINRA 

Phone: 1-800-732-0330

Online: www.sec.gov/complaint.shtml

FINRA Phone: 1-844-574-3577

Medicare U.S. Department of Health and Human 

Services, Office of the Inspector General 

Phone: 1-800-447-8477

Online: oig.hhs.gov/fraud/report-fraud

Not Sure What Type of 

Complaint 

Senate Special Committee on Aging Fraud Phone: 1-855-303-9470

Online: www.aging.senate.gov/fraud-hotline

Health and Safety

Seniors are living longer and healthier lives than ever 

before, but unexpected accidents, illnesses, or injuries can 

quickly change your needs. It’s important to understand 

and prepare for making those crucial legal, financial, and 

housing decisions.

•	 Eldercare Locator (p. 96) - The Eldercare Locator 

connects older Americans, their families, and caregivers 

with trustworthy services provided by local agencies, 

state, and community organizations to help older adults 

live independently and safely in their homes for as long as 

possible. Call 1-800-677-1116 or visit www.eldercare.gov

for more information.

•	 Longtermcare.gov – The website longtermcare.acl.gov

helps you plan for the possibility of long-term care. It 

gives you time to learn about services in your community, 

and allows you to make important housing, health, legal, 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 59

FILE A COMPLAINT

and financial decisions while you are still able. Review 

your Social Security, pension, and savings so you’re 

financially prepared for your future.

•	 Medicare – Medicare offers health insurance to seniors. 

Call 1-800-633-4227 or visit www.medicare.gov to learn 

more about the different plans.

•	 Senior Health – The website nihseniorhealth.gov

makes age-related health information from the National 

Institutes of Health easily accessible for older adults and 

caregivers. 

•	 Ready.gov - Ready.gov/seniors helps you prepare for a 

natural disaster or emergency. Get information to make 

sure that you still receive federal benefits, shelter, and any 

medical attention you may need. 

FILE A COMPLAINT

Even the savviest consumer has problems with a product 

or service at one time or another. It is your right to complain 

if you have a genuine consumer problem. It is also your 

responsibility. A problem cannot be fixed if no one knows it 

exists. Use the graphic on page 61 to learn the basic steps 

to file a consumer complaint.

CONTACT THE SELLER

The first step in resolving a consumer problem is to contact 

the seller. You can solve most consumer problems by talking 

to a local salesperson or representative. If this fails, try 

going higher up to the national headquarters of the seller or 

the manufacturer of the item.

Many companies have a customer relations or consumer 

affairs division whose primary function is solving consumer 

problems. You can often contact this division through a toll 

free number, postal mail, online form or contact information 

listed on the product label or warranty. If this is not the 

case:

PART III: FILE A COMPLAINT

•	 Check the Corporate Consumer Directory portion of this 

Handbook for the contact information of several hundred 

corporations (p. 72).

•	 Visit the company’s website and look for a “Contact Us”, 

“About Us”, Customer Service”, or “Privacy Policy” link.

•	 Dial the directory of toll free numbers at 1-800-555-1212 to 

see whether the company has a toll free number listed.

•	 Ask your local librarian to assist you. Most public libraries 

have reference books with corporate contact information.

•	 As you do your search, keep in mind that the name of 

the manufacturer or parent company is often different 

from the brand name. ThomasNet, an online database of 

manufacturers, may be helpful.

•	 With each person you contact, calmly and accurately 

explain the problem and what action you would like to be 

taken. A written letter is a good strategy because you will 

have a record of your communication with the company. 

The sample letter (p. 60) will help you prepare a written 

complaint.

•	 Be brief and to the point. Note all important facts about 

your purchase, including what you bought, serial or model 

numbers, the name and location of the seller, and when 

you made the purchase. 

•	 State exactly what you want done about the problem 

and how long you are willing to wait for a response. Be 

reasonable.

•	 Don’t write an angry, sarcastic, or threatening letter. The 

person reading your letter probably was not responsible 

for your problem but could be very helpful in resolving it.

•	 Send your letter by certified mail or request delivery 

confirmation.

•	 Include copies of all documents regarding your problem. 

Keep the originals.

•	 Provide your name, address, and phone numbers. If an 

account is involved, include the account number.

•	 Keep a record of your efforts to contact the seller; include 

the name of the person with whom you spoke and what 

was done, if anything. You should also keep a record of 

the dates and times of your contact.

•	 If you use a company’s online complaint form, print the 

screen or take a sceenshot before you click “submit” so 

that you have a record of your complaint.

CONTACT THIRD PARTIES

Don’t give up if you are not satisfied with the seller’s 

response to your complaint. Once you have given the seller 

a reasonable amount of time to respond, consider filing a 

complaint with one or more of these outside organizations:

State or local consumer protection offices (p. 106). 

These government agencies mediate complaints, conduct 

investigations, and prosecute those who break consumer 

laws.

State regulatory agencies that have jurisdiction over the 

business. For example, banking (p. 119), insurance 
60 www.USA.gov To contact an organization, use the directory beginning on page 64. 

SAMPLE COMPLAINT LETTER

Keep copies of all of your letters, emails, warranties, work orders, order confirmation numbers, 

receipts, owner’s manuals and related documents.

Your Address

Your City, State, ZIP Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (if you have no specific contact)

Street Address

City, State, ZIP Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired/serviced) 

a (name of the product, with serial or model number or service 

performed) at (location, date and other important details of the 

transaction).

Unfortunately, your product (or service) has not 

performed well (or the service was inadequate) because 

(state the problem). I am disappointed because (explain 

the problem: for example, the product does not work 

properly, the service was not performed correctly, I was billed 

the wrong amount, something was not disclosed clearly or was 

misrepresented, etc.).

To resolve the problem, I would appreciate if you would (state 

the specific action you want—money back, charge card credit, repair, 

exchange, etc.). Enclosed are copies (do not send originals) of my 

records (include receipts, guarantees, warranties, canceled checks, 

contracts, model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my 

problem and will wait until (set a time limit) before 

seeking help from a consumer protection agency or 

Better Business Bureau. Please contact me at the above 

address or by phone at (home and/or office numbers with area 

code).

• include the 

name of product, 

serial/model number

• include date 

and place of 

purchase • describe the 

purchase

• state problem

• give history

• ask for 

specific action

• enclose copies 

of documents

• allow time 

for action

• state how you can be 

reached

Sincerely,

Your name

Enclosure(s)

Download a copy of the sample complaint letter at: www.usa.gov/complaint-letter
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 61

FILE A COMPLAINT

(p. 123), securities (p. 127), and utilities (p. 131) are regulated 

at the state level.

State and local licensing agencies. Doctors, lawyers, 

home improvement contractors, auto repair shops, realtors, 

debt collectors, and child care providers are required 

to register or be licensed. The board or agency that 

oversees this process may handle complaints and have 

the authority to take disciplinary action. Your state or local 

consumer protection office (p. 106) can help you identify the 

appropriate agency.

Better Business Bureau (p. 67). This network of nonprofit 

organizations supported by local businesses tries to 

resolve buyer complaints against sellers. Records are kept 

on unresolved complaints as a source of information for the 

seller’s future customers. The umbrella organization for the 

BBBs assists with complaints concerning the truthfulness 

of national advertising and helps to settle “lemon law” 

disputes with automobile manufacturers through the BBB 

AUTO LINE program (p. 66).

Trade associations. Companies that sell or produce 

similar products or services often belong to an industry 

association that will help resolve problems between its 

members and consumers (p. 135).

FILE A COMPLAINT

National consumer organizations. Some of these 

organizations assist consumers with complaints (p. 104).

Media programs. Local newspapers, radio stations, 

and television stations often have action lines or hotline 

services that try to resolve consumer complaints they 

receive. Call for Action, Inc. (p. 104) is a nonprofit network 

of consumer hotlines that educate and assist individuals 

with consumer problems.

DISPUTE RESOLUTION PROGRAMS

ome companies and industries offer programs to 

ddress disagreements between buyers and sellers. The 

uto industry (p. 66) has several of these programs. The 

inancial Industry Regulatory Authority (p. 136) offers a 

rogram to resolve investment-related disputes. 

ediation, arbitration, and conciliation are three common 

ypes of dispute resolution. During mediation, both sides 

nvolved in the dispute meet with a neutral third party and 

reate their own agreement jointly. In arbitration, the third 

arty decides how to settle the problem. Conciliation is 

imilar; however, you and the other party meet with the 

onciliator separately (not a group meeting). Request 

 copy of the rules of any program before deciding to 

articipate. You will want to know beforehand whether 

he decision is binding; some programs do not require 

oth parties to accept the decision. Also ask whether 

articipation in the program places any restrictions on your 

bility to take other legal action.

MALL CLAIMS COURT

mall claims courts resolve disputes over small amounts of 

oney. Court procedures are generally simple, inexpensive, 

uick, and informal. Additionally court fees are minimal. 

ou probably will not need a lawyer. Even though the court 

s informal, the judge’s decision must be followed.

f you file a case and win, the losing party should give you 

hat the court says you are owed without further action on 

our part. If the losing party refuses to follow the court’s 

ecision, you can go back to court and ask for the order to 

e enforced. Depending on local laws, law enforcement 

fficials might sell a person’s property, or take money from 

 bank account or business cash register. 

ontact your municipal, county, or state government to find 

mall claims court offices. If you have more questions, the 

ourt’s clerk may be able to answer your questions. 

EGAL HELP AND INFORMATION

f you need an attorney to advise or represent you, ask 

riends and family for recommendations. You can also 

ontact the Lawyer Referral Service of your state, county, 

r city bar association listed in your local phone directory. 

ebsites such as www.americanbar.org (American Bar 

ssociation) and www.nolo.com can help you with answers 

o general legal questions.

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

FILE A COMPLAINT

Choosing an Attorney

Many lawyers who primarily serve individuals and families 

are general practitioners with experience in frequently 

needed legal services, such as divorce and family matters, 

wills and probate, bankruptcy and debt problems, real 

estate, and criminal and/or personal injury. Be sure the 

lawyer you are considering has experience in the area for 

which you are seeking help.

Once you have identified some candidates:

•	 Call each attorney and describe your legal issue to find 

out whether they handle your situation.

•	 Ask if you will be charged for an initial consultation.

•	 Ask for an estimate of what the lawyer usually charges to 

handle your kind of case.

•	 Ask whether there are hourly charges, or if your attorney 

accepts a percentage of the settlement as a contingency 

fee. If the lawyer is paid by a contingency fee, then he or 

she will only receive a payment if they win your case.

The initial consultation is an opportunity for you and the 

lawyer to get to know each other. After listening to the 

description of your case, the lawyer should be able to 

outline your rights and liabilities, as well as alternative 

courses of action. The initial consultation is the lawyer’s 

opportunity to explain what he or she can do for you and 

how much it will cost. You should not hesitate to ask about 

the attorney’s experience in handling matters such as yours. 

Also, do not hesitate to ask about the lawyer’s fees and the 

likely results. If you are considering going beyond the initial 

consultation and hiring the lawyer, request a written fee 

agreement before proceeding.

MANDATORY ARBITRATION

Mandatory arbitration clauses in contracts prevent you 

from filing a lawsuit against a company. These clauses are 

fairly common in automotive, credit card, and cell phone 

contracts. But now, they are appearing in the terms and 

conditions on websites, coupons, or corporate social 

media profiles. While arbitration can be a less expensive 

form of dispute resolution, it is sometimes seen as an 

unfair practice to make arbitration a requirement before a 

negative incident has happened or knowing how serious 

the problem is. Also, the decisions are binding, so you 

can’t appeal the decision, even if the company was severely 

negligent. 

Before you sign a contract or even use a website, read the 

contract or terms of service for mentions of “arbitration”, 

“binding arbitration” or “resolution programs”; This 

language is often in the fine print of the contract and can 

be easily missed. Also, note that some companies may 

let you opt-out of these clauses, if you do so within a set 

period of time.

ONLINE REVIEWS

Have you ever posted a review of a company on social 

media or a review website, after a bad experience? You 

have the right to post comments about a company’s 

product or service. A company can’t forbid you to post 

honest comments about its products or services. It also 

can’t threaten financial penalties or legal action if you do 

so. If a company threatens you about a comment, file a 

complaint with the Federal Trade Commission (p. 102) or 

your state consumer protection office (p. 106).

What If You Cannot Afford a Lawyer?

If you cannot afford a lawyer, you may qualify for free legal 

help from a Legal Aid or Legal Services Corporation (LSC) 

office. These offices generally offer legal assistance for 

such things as landlord-tenant relations, credit, utilities, 

family matters (for example, divorce and adoption), 

foreclosure, home equity fraud, Social Security benefits, 

welfare, unemployment, and workers’ compensation. If 

the Legal Aid office in your area does not handle your type 

of case, it may refer you to other local, state, or national 

organizations that can provide help. 

•	 To find the Legal Aid office nearest to you, check a local 

telephone directory or contact:

National Legal Aid & Defender Association

1901 Pennsylvania Ave., NW Suite 500

Washington, DC 20006

Phone: 202-452-0620

www.nlada.org

•	 To find the Legal Services Corporation (LSC) office closest 

to you, check a local telephone directory or contact:

Legal Services Corporation Public Affairs

3333 K St., NW

Washington, DC 20007

Phone: 202-295-1500

www.lsc.gov

Free assistance may also be available from a local law 

school program where students, supervised by attorneys, 

handle a variety of legal matters. Some of these programs 

are open to all; others limit their service to specific groups, 

such as senior citizens or low-income persons. 

REPORT FRAUD AND SAFETY HAZARDS

If you suspect a law has been violated, contact your local 

or state consumer protection agency (p. 106). This agency 

may take action or refer you to another state organization 

that has authority where you live. A local law enforcement 

officer may also be able to provide advice and assistance.

Violations of federal laws should be reported to the 

federal agency responsible for enforcement. While federal 

agencies are rarely able to act on behalf of individual 

consumers, complaints are used to document patterns 

of abuse, allowing the agency to take action against a 

company or industry. 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 63

FILE A COMPLAINT

If you suspect fraud, there are some additional steps to 

take:

•	 Report the fraud to the Federal Trade Commission 

(p. 102).

•	 Report scams that use the mail or interstate delivery 

service to the U.S. Postal Inspection Service (p. 103). It is 

illegal to use the mail to misrepresent or steal money.

•	 Report scams that are Internet-based to the Internet 

Crime Complaint Center at www.ic3.gov.

Reporting fraud promptly improves your chances of 

recovering what you have lost and helps law enforcement 

authorities stop scams before others are victimized. 

If you suspect you have a product that poses a health or 

safety hazard, report the problem to the appropriate federal 

agency:

FILE A COMPLAINT

TYPE OF PRODUCT REGULATORY AGENCY

Animal Products Food and Drug 

Administration (p. 96)

Automobiles National Highway Traffic 

Safety Administration (p. 

100)

Car Safety Seats National Highway Traffic 

Safety Administration (p. 

100)

Consumer Household 

Products

U.S. Consumer Product 

Safety Commission (p. 93)

Drugs, Cosmetics, and 

Medical Devices

Food and Drug 

Administration (p. 96)

Food Food and Drug 

Administration (p. 96) 

and U.S. Department of 

Agriculture (p. 93)

Household Chemicals Environmental Protection 

Agency (p. 101)

Seafood Food and Drug 

Administration (p. 96) 

and U.S. Department of 

Commerce (p. 94)

Toys, Baby Products, and 

Play Equipment

U.S. Consumer Product 

Safety Commission (p. 93)
64 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

PART IV: CONSUMER ASSISTANCE DIRECTORY

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

Automotive Manufacturers..........................................65

Automotive Dispute Resolution Programs ......................... 66

Better Business Bureaus..............................................67

Corporate Consumer Contacts....................................72

Federal Agencies ..........................................................93

Commission on Civil Rights.................................................... 93

Consumer Financial Protection Bureau............................... 93

Consumer Product Safety Commission.............................. 93

Department of:

Agriculture............................................................................... 93

Commerce................................................................................ 94

Education.................................................................................. 94

Energy........................................................................................ 94

Health and Human Services................................................. 94

Homeland Security..................................................................97

Housing and Urban Development ...................................... 98

Interior....................................................................................... 98

Justice....................................................................................... 99

Labor.......................................................................................... 99

State........................................................................................... 99

Transportation....................................................................... 100

Treasury.................................................................................. 100

Veterans Affairs.....................................................................101

Environmental Protection Agency........................................101

Equal Employment Opportunity Commission....................101

Federal Communications Commission...............................101

Federal Deposit Insurance Corporation .............................102

Federal Maritime Commission ..............................................102

Federal Reserve System..........................................................102

Federal Trade Commission....................................................102

General Services Administration.........................................102

National Credit Union Administration.................................102

Office of Personnel Management.........................................103

Pension Benefit Guaranty Corporation...............................103

Securities and Exchange Commission ...............................103

Small Business Administration............................................103

Social Security Administration.............................................103

U.S. Commodity Futures Trading Commission.................103

U.S. Postal Service...................................................................103

National Consumer Organizations............................ 104

State, County, and City 

Consumer Protection Offices.................................... 106

State Banking Authorities ..........................................119

State Insurance Regulators........................................ 123

State Securities Administrators ................................ 127

State Utilities Commissions ...................................... 131

Trade & Professional Associations ........................... 135

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

SOCAP INTERNATIONAL 

Many of the companies listed in this Handbook are members of 

the Society of Consumer Affairs Professionals International 

(SOCAP). Formed in 1973, SOCAP is composed of over 2,000 

best-in-class customer care executives and professionals 

from over 100 brand name companies throughout the U.S. 

and Canada. SOCAP is committed to promoting customer 

care and engagement as competitive advantages. However, 

SOCAP International does not investigate or accept individual 

consumer complaints. SOCAP members are identified in the 

automotive and corporate directories by the SOCAP logo (see 

Key at right). For more information, contact SOCAP (p.137).

KEY:

 Email

t Provided financial support for the publication

of the Consumer Action Handbook.

SOCAP International Member

TTY Numbers for people with hearing disabilities.

For more information see the box on page 54.
SOCAP International Member Consumer Action Handbook 65

AUTOMOTIVE MANUFACTURERS

AUTOMOTIVE

AUTOMOTIVE MANUFACTURERS

Contact Your Automotive Manufacturer

If you have a problem with a car you purchased from a local dealer, first try to 

work it out with the dealer. Contact the manufacturer’s regional or national 

office. Ask for the Consumer Affairs Office If the problem is not resolved. 

If you are still unsuccessful, consider contacting the automotive dispute 

resolution resources listed at the end of this section. The method used to 

resolve your dispute may be mediation, arbitration, or conciliation. Decisions 

of arbitrators are usually binding and must be accepted by both the customer 

and the business. Ask for a copy of the rules of the program before you file your 

case. See page 61 for an overview of dispute resolution programs.

A local or state consumer agency (p. 106) could also be a useful resource in 

resolving problems with your vehicle. If you have a new vehicle, be sure to ask 

whether you have any protection under a state “lemon” law (p. 11).

Acura

AUTOMOTIVE

Client Relations

1919 Torrance Blvd. 

Mail Stop 500-2N7E

Torrance, CA 90501-2746

Toll free: 1-800-382-2238

: acr@ahm.acura.com

www.acura.com

Airstream, Inc. 

419 West Pike St. PO Box 629

Jackson Center, OH 45334-0629

Toll free: 1-877-596-6111

www.airstream.com

American Honda Motor Company, 

Inc. 

Customer Service

1919 Torrance Blvd. 

Mail Stop 500-2N-7A

Torrance, CA 90501-2746

Toll free: 1-800-999-1009

www.honda.com

Audi of America

Customer Experience Center

3800 Hamlin Rd. 

Auburn Hills, MI 48326

Toll free: 1-800-822-2834

: auditalk@audi.com

www.audiusa.com

BMW of North America, LLC

Customer Relations

300 Chestnut Ridge Rd. 

Woodcliff Lake, NJ 07677-7731

Toll free: 1-800-831-1117

: customerrelations@bmwusa.com

www.bmwusa.com

Buick

Customer Relations

PO Box 33136 

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

www.buick.com

Cadillac

Customer Assistance Center

PO Box 33169 

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

www.cadillac.com

Chevrolet

Customer Relations Center

PO Box 33136 

Detroit, MI 48323-5136

Toll free: 1-800-222-1020

www.chevrolet.com

Dodge

See: Fiat Chrysler Automobiles 

Toll free: 1-800-423-6343

www.dodge.com

Fiat Chrysler Automobiles

Customer Care

PO Box 21-8004 

Auburn Hills, MI 48321-8004

Toll free: 1-800-334-9200

www.fcanorthamerica.com

Ford Motor Company 

Customer Relationship Center

PO Box 6248 

Dearborn, MI 48126

Toll free: 1-800-392-3673

TTY: 1-800-232-5932

www.ford.com

General Motors 

PO Box 33170

Detroit, MI 48232-5170

www.gm.com

GMC

Customer Relations Center

PO Box 33172 

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

www.gmc.com

Harley-Davidson

Customer Care

3700 W. Juneau Ave. 

Milwaukee, WI 53208

Toll free: 1-800-258-2464

www.harley-davidson.com

Hyundai Motor America 

Consumer Affairs

PO Box 20850 

Fountain Valley, CA 92728-0850

Toll free: 1-800-633-5151

: consumeraffairs@hmausa.com

www.hyundaiusa.com

Infiniti

See: Nissan North America, Inc. 

Toll free: 1-800-662-6200

www.infinitiusa.com

Isuzu Motors America, LLC

Owner Relations

1400 S. Douglass Rd., Suite 100 

Anaheim, CA 92806

714-935-9300

Toll free: 1-800-255-6727

www.isuzu.com

Jaguar Cars 

Customer Relationship Center 

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-452-4827

www.jaguarusa.com

Jeep

See: Fiat Chrysler Automobiles 

Toll free: 1-877-426-5337

www.jeep.com

Kawasaki Motor Corporation, USA

Consumer Services

PO Box 25252 

Santa Ana, CA 92799-5252

949-460-5688

www.kawasaki.com

Kia Motors America, Inc. 

Consumer Affairs

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
66 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Lexus 

PO Box 2991 Mail Drop L201

Torrance, CA 90509

Toll free: 1-800-255-3987

www.lexus.com

Lincoln

P.O. Box 6248 

Dearborn, MI 48126

Toll free: 1-800-521-4140

TTY: 1-800-232-5952

www.lincoln.com

Mazda North American Operations

Customer Assistance Center

PO Box 19734 

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

www.mazdausa.com

Mercedes-Benz USA, LLC

Customer Assistance Center

3 Mercedes Dr. 

Montvale, NJ 07645

Toll free: 1-800-367-6372

www.mbusa.com

Mercury

See: Ford Motor Company

Toll free: 1-800-393-3673

www.mercuryvehicles.com

Mitsubishi Motors North America, 

Inc.

Customer Relations

PO Box 6400 

Cypress, CA 90630-9998

Toll free: 1-888-648-7820

www.mitsubishicars.com

Nissan North America, Inc. 

Consumer Affairs

PO Box 685003 

Franklin, TN 37068-5003

Toll free: 1-800-647-7261

www.nissanusa.com

Pontiac

See: GMC 

Toll free: 1-800-762-2737

: cac@pontiac.com

www.pontiac.com

Porsche Cars North America, Inc.

One Porsche Dr. 

Atlanta, GA 30354

Toll free: 1-800-767-7243

www.porsche.com/usa

Saturn

See: GMC 

Toll free: 1-800-553-6000

: cac@saturn.com

www.saturn.com

Smart USA

See: Mercedes-Benz USA, LLC 

Toll free: 1-800-762-7887

www.smartusa.com

Subaru of America, Inc. 

Customer/Retailer Services

Subaru Plaza PO Box 6000

Cherry Hill, NJ 08034-6000

Toll free: 1-800-782-2783

www.subaru.com

Suzuki Motor of America, Inc.

Customer Service

PO Box 1100 

Brea, CA 92822

Toll free: 1-800-934-0934

www.suzuki.com

Tesla Motors

3500 Deer Creek Rd.

Palo Alto, CA 94304

Toll free: 1-877-798-3752

: servicehelpNA@tesla.com

www.teslamotors.com

Toyota Motor Sales U.S.A., Inc. 

PO Box 259001

Plano, TX 75025-9001

Toll free: 1-800-331-4331

www.toyota.com

Volkswagen of America, Inc. 

Customer Care

3800 Hamlin Rd. 

Auburn Hills, MI 48326

Toll free: 1-800-822-8987

: VWCustomerCARE@vw.com

www.vw.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

Winnebago Industries, Inc.

Owner Relations

PO Box 152 

Forest City, IA 50436

641-585-3535

Toll free: 1-800-537-1885

: or@winnebagoind.com

www.winnebagoind.com

Yamaha Motor Corporation, USA

Customer Relations

6555 Katella Ave. 

Cypress, CA 90630

Toll free: 1-800-962-7926 

Toll free: 1-800-252-5265 (Credit card)

www.yamaha-motor.com

Automotive Dispute Resolution 

Programs

BBB AUTO LINE

Council of Better Business Bureaus

3033 Wilson Blvd., Suite 600

Arlington, VA 22201

703-276-0100

Toll free: 1-800-955-5100

www.bbb.org/autoline

The BBB AUTO LINE is a dispute

resolution program for consumers with

lemon law complaints. The program

covers car warranty issues against

participating manufacturers.

Consumer Financial Protection 

Bureau (CFPB)

P.O. Box 4503

Iowa City, IA 52244

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov

The CFPB supervises and accepts

complaints related to the servicing of

vehicle loans and problems that occur

while shopping for a vehicle loan.

DOT Auto Safety Hotline

1200 New Jersey Ave., SE 

West Building

Washington, DC 20590

Toll free: 1-888-327-4236

www.nhtsa.gov

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 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.

National Center for Dispute 

Settlement (NCDS)

12900 Hall Rd., Suite 401 

Sterling Heights, MI 48313

586-226-2470

: info@ncdsusa.org

www.ncdsusa.org

NCDS is a neutral administrator of

disputes regarding auto warranties.

NCDS facilitates the process under

their rules, under the guidance of an

independent arbitrator.

AUTOMOTIVE MANUFACTURERS
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 67

BETTER BUSINESS BUREAUS

BETTER BUSINESS BUREAUS

Contact Your Local Better Business Bureau

Better Business Bureaus (BBBs) offer a variety of consumer services, 

including consumer education materials, business reports and researching 

unanswered consumer complaints, mediation, and arbitration services. They 

also offer information about charities and other organizations that seek public 

donations through the Wise Giving Alliance, give.org. 

Council

3033 Wilson Blvd., Suite 600 

Arlington, VA 22201

703-276-0100

Alabama

Birmingham

2101 Highland Ave., Suite 410 

Birmingham, AL 35205

205-558-2222

Boaz

100 Bartlett Ave. 

Boaz, AL 35957

256-840-3888

Cullman

PO Box 189 

Cullman, AL 35056

256-775-2917

Decatur

254 Moulton St., E 

Decatur, AL 35601

256-355-2226

Dothan

1971 S. Brannon Stand Rd., Suite 1 

Dothan, AL 36305

334-794-0492

Florence

205 S. Seminary St., Suite 114 

Florence, AL 35630

256-740-8224

Huntsville

210A Exchange Pl. 

Huntsville, AL 35806

256-533-1640

Mobile

3 Dauphin St., Suite 2 

Mobile, AL 36602

251-433-2227

Alaska

Anchorage

341 W. Tudor Rd., Suite 209 

Anchorage, AK 99503

907-644-5200

Arizona

Lake Havasu City

60 S. Acoma Blvd., Unit B102 

Lake Havasu City, AZ 86403

928-302-3701

Phoenix

1010 E. Missouri Ave. 

Phoenix, AZ 85014

Toll free: 1-877-291-6222

Prescott

213 Grove Ave. 

Prescott, AZ 86301

928-772-3410

Tucson

5151 E. Broadway Blvd., Suite 100 

Tucson, AZ 85711

520-888-5353

Yuma

350 W. 16 St., Suite 205 

Yuma, AZ 85364

928-919-7940

Arkansas

Little Rock

12521 Kanis Rd. 

Little Rock, AR 72211

501-664-7274

California

Bakersfield

1601 H St., Suite 101 

Bakersfield, CA 93301

Toll free: 1-800-675-8118

Fresno

2600 W. Shaw Ln. 

Fresno, CA 93711

559-222-8111

Los Angeles

835 Wilshire Blvd., Suite 600 

Los Angeles, CA 90017

213-631-3600

Oakland

1000 Broadway, Suite 625 

Oakland, CA 94607

510-844-2000

Sacramento

3075 Beacon Blvd. 

West Sacramento, CA 95691

916-443-6843

San Diego

4747 Viewridge Ave., Suite 200 

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave. 

San Jose, CA 95128

408-278-7400

Santa Barbara

211 E. Victoria St. 

Santa Barbara, CA 93101

805-963-8657

Colorado

Colorado Springs

25 N. Wahsatch Ave., Suite 100

Colorado Springs, CO 80903

719-636-1155

Denver

3801 E. Florida Ave., Suite 350 

Denver, CO 80210

303-758-2100

Fort Collins

8020 S. County Rd. 5, Suite 100 

Fort Collins, CO 80528

970-484-1348

Pueblo

503 N. Main St., Suite 520 

Pueblo, CO 81003

719-542-1605

Connecticut

Hartford

29 Berlin Rd. 

Cromwell, CT 06416

860-740-4500

Delaware

New Castle

60 Reads Way 

New Castle, DE 19720

302-221-5255

District of Columbia

Washington

1411 K St., NW, 10th Floor 

Washington, DC 20005

202-393-8000

Florida

Clearwater

2655 McCormick Dr. 

Clearwater, FL 33759

727-535-5522
68 

BETTER BUSINESS BUREAUS

Jacksonville

4417 Beach Blvd., Suite 202 

Jacksonville, FL 32207

904-721-2288

Longwood

1600 S. Grant St. 

Longwood, FL 32750

407-621-3300

Miami

14750 N.W. 77 Ct., Suite 317 

Miami Lakes, FL 33016

305-827-5363

Pensacola

912 E. Gadsden St. 

Pensacola, FL 32501

850-429-0002

Stuart

101 E. Ocean Blvd., Suite 202 

Stuart, FL 34994

772-223-1492

West Palm Beach

4411 Beacon Circle, Suite 4 

West Palm Beach, FL 33407

561-842-1918

Georgia

Atlanta

503 Oak Pl., Suite 590 

Atlanta, GA 30349

404-766-0875

Augusta

1227 Augusta West Pkwy., Suite 3 

Augusta, GA 30909

706-210-7617

Columbus

500 12th St. 

Columbus, GA 31901

706-324-0712

Macon

277 Martin Luther King, Jr. Blvd. 

Suite 201

Macon, GA 31201

478-742-7999

Savannah

6555 Abercorn St., Suite 120 

Savannah, GA 31405

912-354-7521

Hawaii

Honolulu

1132 Bishop St., #615

Honolulu, HI 96813

Toll Free: 1-877-222-6551

 www.USA.gov

Idaho

Boise

125 E. 50 St. 

Garden City, ID 83714

208-342-4649

Illinois

Chicago

330 N. Wabash Ave., Suite 3120 

Chicago, IL 60611

312-832-0500

Peoria

8100 N. University St. 

Peoria, IL 61615

309-688-5124

Rockford

401 W. State St., Suite 500 

Rockford, IL 61101

815-963-2222

Indiana

Elkhart

PO Box 1174

Elkhart, IN 46515

574-675-9351

Evansville

3101 N. Green River Rd., Suite 410 

Evansville, IN 47715

812-473-0202

Fort Wayne

4011 Parnell Ave. 

Fort Wayne, IN 46805

260-423-4433

Indianapolis

151 N. Delaware St., Suite 2020 

Indianapolis, IN 46204

317-488-2222

Iowa

Bettendorf

2435 Kimberly Rd., Suite 245 S 

Bettendorf, IA 52722

563-355-1705

Cedar Rapids

1239 1st Ave., Suite A 

Cedar Rapids, IA 52402

319-365-1190

Des Moines

2625 Beaver Ave. 

Des Moines, IA 50310

515-243-8137

Kansas

Wichita

125 S. Washington St., Suite 100 

Wichita, KS 67202

316-263-3146

Kentucky

Lexington

1390 Olivia Ln., Suite 100 

Lexington, KY 40511

859-259-1008

Louisville

844 S. Fourth St. 

Louisville, KY 40203

Toll free: 1-800-388-2222

Louisiana

Alexandria

5220-C Rue Verdun 

Alexandria, LA 71303

318-473-4494

Baton Rouge

748 Main St. 

Baton Rouge, LA 70802

225-346-5222

Houma

801 Barrow St., Suite 400 

Houma, LA 70360

985-868-3456

Lafayette

4007 W. Congress St., Suite B 

Lafayette, LA 70506

337-981-3497

Lake Charles

2309 E. Prien Lake Rd. 

Lake Charles, LA 70601

337-478-6253

Monroe

1900 N. 18th St. 

Monroe, LA 71201

318-387-4600

New Orleans

3421 N. Causeway Blvd., Suite 505 

Metairie, LA 70002

504-581-6222

Shreveport

2006 E. 70th St. 

Shreveport, LA 71105

318-797-1330
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 69

BETTER BUSINESS BUREAUS

BETTER BUSINESS BUREAUS

Maryland

Baltimore

502 S. Sharp St., Suite 1200 

Baltimore, MD 21201

410-347-3990

Massachusetts

Marlborough

290 Donald Lynch Blvd., Suite 102 

Marlborough, MA 01752

508-652-4800

Worcester

6 Park Ave., Suite 100 

Worcester, MA 01605

Toll free: 1-866-566-9222

Michigan

Detroit

20300 W. Twelve Mile Rd., Suite 202 

Southfield, MI `48076

248-223-9400

Grand Rapids

2627 E. Beltline Ave., SE, Suite 320 

Grand Rapids, MI 49546

616-774-8236

Minnesota

Minneapolis

220 S. River Ridge Circle 

Burnsville, MN 55337

651-699-1111

Mississippi

Jackson

660 Katherine Dr., Suite 400 

Flowood, MS 39232

601-398-1700

Missouri

Cape Girardeau

3065 William St., Suite 202 

Cape Girardeau, MO 63703 

573-803-3190

Columbia

3610 Buttonwood Dr., Suite 200 

Columbia, MO 65201

573-886-8965

Kansas City

8080 Ward Pkwy., Suite 401 

Kansas City, MO 64114

816-421-7800

Springfield

2754 S. Campbell Ave. 

Springfield, MO 65807

417-862-4222

St. Louis

211 N. Broadway, Suite 2060 

St. Louis, MO 63102

314-645-3300

Nebraska

Lincoln

300 N. 44th St., Suite 100 

Lincoln, NE 68503

402-436-2345

Omaha

11811 P St. 

Omaha, NE 68137

402-391-7612

Nevada

Las Vegas

6040 S. Jones Blvd. 

Las Vegas, NV 89118

702-320-4500

Sparks

4834 Sparks Blvd., Suite 102 

Sparks, NV 89436

775-322-0657

New Hampshire

Concord

48 Pleasant St. 

Concord, NH 03301

603-224-1991

New Jersey

Hamilton

1262A Whitehorse Hamilton Square Rd. 

Bldg. A, Suite 202

Hamilton, NJ 08690

609-588-0808

New Mexico

Albuquerque

7007 Jefferson St., NE, Suite A 

Albuquerque, NM 87109

505-346-0110

Farmington

308 N. Locke Ave. 

Farmington, NM 87401

505-326-6501

New York

Amherst

100 Bryant Woods South 

Amherst, NY 14228

716-881-5222 

Farmingdale

399 Conklin St., Suite 300 

Farmingdale, NY 11735

516-420-0500

New York

30 E. 33rd St., 12th Floor 

New York, NY 10016

212-533-6200

Email: inquiry@newyork.bbb.org

Tarrytown

150 White Plains Rd., Suite 107 

Tarrytown, NY 10591

914-333-0550

North Carolina

Asheville

112 Executive Park 

Asheville, NC 28801

828-253-2392

Charlotte

9719 Northeast Pkwy.

Matthews, NC 28105

704-927-8611

Greensboro

529 College Rd., Suite G 

Greensboro, NC 27410

336-852-4240

Raleigh

5540 Munford Rd., Suite 130 

Raleigh, NC 27612

919-277-4222

Winston-Salem

119 Brookstown Ave., Suite 304 

Winston-Salem, NC 27101

336-725-8348

North Dakota

Fargo 

51 N. Broadway, Suite 604 

Fargo, ND 58102

Toll free: 1-800-646-6222

Ohio

Akron

222 W. Market St. 

Akron, OH 44303

330-253-4590
70 

BETTER BUSINESS BUREAUS

 www.USA.gov

Canton

1434 Cleveland Ave., NW 

Canton, OH 44703

330-454-9401

Cincinnati

1 E. 4th St., Suite 600 

Cincinnati, OH 45202

513-421-3015

Cleveland

2800 Euclid Ave., 4th Floor 

Cleveland, OH 44115

216-241-7678

Columbus

1169 Dublin Rd. 

Columbus, OH 43215

614-486-6336

Dayton

15 W. Fourth St., Suite 300 

Dayton, OH 45402

937-222-5825

Lima

219 N. McDonel St. 

Lima, OH 45801

419-223-7010

Toledo

Integrity Place 7668 King’s Pointe Rd.

Toledo, OH 43617

Toll free: 1-800-743-4222

Youngstown

201 E. Commerce St. 

Youngstown, OH 44503

330-744-3111

Oklahoma

Oklahoma City

17 S. Dewey St. 

Oklahoma City, OK 73102

405-239-6081

Tulsa

4937 S. 78th E. Ave.

Tulsa, OK 74145

918-492-1266

Pennsylvania

Bethlehem

50 W. North St. 

Bethlehem, PA 18018

610-866-8780

Erie

1001 State St. 

Erie, PA 16501

Toll free: 877-267-5222

Harrisburg

1337 N. Front St. 

Harrisburg, PA 17102

717-364-3250

Philadelphia

1880 John F. Kennedy Blvd., Suite 1330 

Philadelphia, PA 19103

215-985-9313

Pittsburgh

400 Holiday Dr., Suite 220 

Pittsburgh, PA 15220

Toll free: 1-877-267-5222

Scranton

1054 Oak St. 

Scranton, PA 18508

570-342-5100

South Carolina

Columbia

2442 Devine St. 

Columbia, SC 29205

803-254-2525 

Conway

1121 3rd Ave. 

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C 

Greenville, SC 29601

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., Suite 100 

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

508 N. Market St. 

Chattanooga, TN 37405

423-266-6144

Clarksville

420 Madison St. 

Clarksville, TN 37041

931-503-2222

Columbia

PO Box 1594

Columbia, TN 38402

931-388-9222

Cookeville

18 N. Jefferson St. 

Cookeville, TN 38501

931-520-0000

Franklin

367 Riverside Dr., Suite 110 

Franklin, TN 37064

615-242-4222

Knoxville

255 N. Peters Rd., Suite 102 

Knoxville, TN 37923

865-692-1600

Memphis

3693 Tyndale Dr. 

Memphis, TN 38125

901-759-1300

Murfreesboro

530 Uptown Square 

Murfreesboro, TN 37129

615-242-4222

Nashville

201 4th Ave. N., Suite 100 

Nashville, TN 37219

615-242-4222

Texas

Abilene

3300 S. 14th St., Suite 307 

Abilene, TX 79605-5052

325-691-1533

Amarillo

600 S. Tyler St., Suite 1300 

Amarillo, TX 79101

806-379-6222

Austin

1005 La Posada Dr. 

Austin, TX 78752

512-445-2911

Beaumont

550 Fannin St., Suite 100 

Beaumont, TX 77701

409-835-5348

Corpus Christi

802 N. Carancahua St. 

Corpus Christi, TX 78401

361-852-4949

Dallas

1601 Elm St., Suite 1600 

Dallas, TX 75201

214-220-2000

El Paso

550 E. Paisano Dr.

El Paso, TX 79901

915-577-0191
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 71

BETTER BUSINESS BUREAUS

BETTER BUSINESS BUREAUS

Fort Worth

1300 Summit Ave., Suite 700 

Fort Worth, TX 76102

Toll free: 1-800-621-8566

Houston

1333 W. Loop South, Suite 1200 

Houston, TX 77027

713-868-9500

Longview

102 Commander Dr., Suite 7 

Longview, TX 75605

903-758-3222

Lubbock

3333 66 St. 

Lubbock, TX 79413

806-763-0459

Midland

306 W. Wall St., Suite 1350 

Midland, TX 79701

432-563-1880

San Angelo

3149 Executive Dr. 

San Angelo, TX 76904

325-949-2989

San Antonio

425 Soledad St., Suite 500 

San Antonio, TX 78205

210-828-9441

Tyler

3600 Old Bullard Rd. Building 1, Suite 101

Tyler, TX 75701

903-581-5704

Waco

200 W. Hwy 6, Suite 225 

Waco, TX 76712

254-755-7772

Weslaco

502 E. Expressway 83, Suite C 

Weslaco, TX 78596

956-968-3678

Wichita Falls

2107 Kemp Blvd. 

Wichita Falls, TX 76309

940-691-1172

Utah

Salt Lake City

3703 W. 6200 South 

Salt Lake City, UT 84129

801-892-6009

Virginia

Norfolk

586 Virginian Dr. 

Norfolk, VA 23505

757-531-1300

Richmond

720 Moorefield Park Dr., Suite 300 

Richmond, VA 23236

804-648-0016

Roanoke

5115 Bernard Dr., Suite 202 

Roanoke, VA 24018

540-342-3455

Washington

DuPont

1000 Station Dr., Suite 222 

DuPont, WA 98327

206-431-2222

Spokane

152 S. Jefferson, Suite 200 

Spokane, WA 99201

509-455-4200

West Virginia

Charleston

1018 Kanawha Blvd. E, Suite 301 

Charleston, WV 25301

304-345-7502

Wisconsin

Appleton

1047 N. Lynndale Dr., Suite 1A 

Appleton, WI 54914

920-734-4352

Milwaukee

10019 W. Greeenfield Ave. 

Milwaukee, WI 53214

414-847-6000
72 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Contact Corporate Consumer Affairs Departments

The following directory lists the contact information for hundreds of 

corporations. Many companies have a consumer affairs department that 

handles consumer questions and concerns. If you do not find the company 

you are looking for, check your public libraries for the following resources:

• The Standard & Poor’s Register of Corporations, Directors and Executives

•	 Trade Names Directory

•	 Standard Directory of Advertisers

• Dun & Bradstreet Directory

Check the product label and other documents given to you at the time of 

your purchase to identify the product’s manufacturer. ThomasNet, an online 

database of manufacturers, might also be helpful.

If you have a complaint about an item or service, it is often best to go back to 

the seller BEFORE you contact the companies in this directory. Follow up with 

a letter, phone call, or email message to the consumer affairs department 

of the company to report your complaint, and whether the seller was able to 

resolve your problem. You may express your complaint on a company’s social 

media profile to get quick attention to your problem.

A

AAA Life

Customer Support

17900 N. Laurel Park Dr. 

Livonia , MI 48152-3985

Toll free: 1-800-684-4222

: claimssvc@aaalife.com

www.aaalife.com

AAMCO Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd. 

Horsham, PA 19044

Toll free: 1-800-523-0401

www.aamco.com

Aaron’s, Inc.

400 Galleria Pkwy, SE, Suite 300 

Atlanta, GA 30339

Toll free: 1-877-607-9999

www.aarons.com

Abbott Nutritional and 

Pharmaceutical Products

Consumer Relations

625 Cleveland Ave. 

Columbus, OH 43215

Toll free: 1-800-227-5767

www.abbottnutrition.com

Abercrombie & Fitch 

6301 Fitch Path 

New Albany, OH 43054

614-219-5380

Toll free: 1-866-681-3115

: abercrombie@abercrombie.com

www.abercrombie.com

Acer America Corporation

Customer Service

333 W. San Carlos St., Suite 1500 

San Jose, CA 95110

408-533-7700

www.acer.com

Adidas America, Inc.

Consumer Relations

5055 N Greeley Ave.

Portland, OR 97217

Toll free: 1-800-982-9337

www.adidas.com

Aetna, Inc.

151 Farmington Ave. 

Hartford, CT 06156

Toll free: 1-800-872-3862

www.aetna.com

Aflac

1932 Wynnton Rd. 

Columbus, GA 31999

Toll free: 1-800-992-3522

www.aflac.com

AIG

PO Box 305355 

Nashville, TN 37230-5355

Toll free: 1-800-888-2452

www.aig.com

Airbnb, Inc.

888 Brannan St. 

San Francisco, CA 94103

415-800-5959

www.airbnb.com

Alamo Rent A Car

See: Enterprise Rent-a-Car 

Toll free: 1-844-357-5138

TTY: 1-800-522-9292

www.alamo.com

Alaska Airlines

Customer Care

PO Box 24948-SEAGT 

Seattle, WA 98124-0948

Toll free: 1-800-654-5669

Toll free: 1-877-815-8253 (Lost baggage)

www.alaskaair.com

Albertsons, Inc.

Customer Support Center

Mail Stop 10501 

PO Box 29093

Arizona, AZ 85038

Toll free: 1-877-723-3929

www.albertsons.com

Alcon Laboratories, Inc.

Customer Service

6201 South Freeway 

Fort Worth, TX 76134

Toll free: 1-800-757-9195

www.alcon.com

Aldi, Inc. 

Customer Service

1200 N. Kirk Rd. 

Batavia, IL 60510

www.aldi.us

Allegiant Travel Company

Customer Relations 

PO Box 371477 

Las Vegas, NV 89137

702-505-8888

Toll free: 1-866-719-3910

TTY: 702-430-3283

www.allegiantair.com

Allergan, Inc.

Customer Relations

Morris Corporate Center III 

400 Interpace Pkwy.

Parsippany, NJ 07054

Toll free: 1-800-678-1605

www.allergan.com

Allied Van Lines, Inc.

Customer Service

One Parkview Plaza 

Oakbrook Terrace, IL 60181

Toll free: 1-800-470-2851

: custsvc@alliedvan.com

www.allied.com

Allstate Insurance Company

PO Box 660598 

Dallas, TX 75266-0598

Toll free: 1-800-255-7828

TTY: 1-800-877-8973

www.allstate.com
SOCAP International Member Consumer Action Handbook 73

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Amana Appliances

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-866-616-2664

www.amana.com

Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

Toll free: 1-888-280-4331

www.amazon.com

American Airlines, Inc.

Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

817-967-2000

Toll free: 1-800-535-5225

Toll free: 1-800-892-3624

www.aa.com

American Eagle Outfitters

Customer Service

77 Hot Metal St.

Pittsburgh, PA 15203

Toll free: 1-888-232-4535

www.ae.com

American Express Company

Customer Service

PO Box 981540

El Paso, TX 79998-1540

Toll free: 1-800-528-4800

Toll free: 1-877-297-4438 (Gift Cards)

TTY: 1-800-221-9950

www.americanexpress.com

Amplify Snack Brands

500 W. 5th St., Suite 1350 

Austin, TX 78701

512-600-9893

: info@amplifysnacks.com

amplifysnackbrands.com 

Amtrak

Customer Relations

60 Massachusetts Ave., NE 

Washington, DC 20002

Toll free: 1-800-872-7245

TTY: 1-800-523-6590

www.amtrak.com

Andersen Windows, Inc. 

Customer Service

100 4th Ave., N 

Bayport, MN 55003

Toll free: 1-888-888-7020

www.andersenwindows.com

Anheuser-Busch, Inc.

One Busch Pl. 

St. Louis, MO 63118

Toll free: 1-800-342-5283

: crg@anheuser-busch.com

www.anheuser-busch.com

Anthem

Medical Claims Department

PO Box 105187 

Atlanta, GA 30348-5187

www.anthem.com

Anytime Fitness, LLC

Customer Service

111 Weir Dr. 

Woodbury, MN 55125

Toll free: 1-800-704-5004

651-438-5000

www.anytimefitness.com

Apple Computer, Inc.

One Infinite Loop 

Cupertino, CA 95014

Toll free: 1-800-442–4000 (Beats 

headphones)

Toll free: 1-800-275-2273 (iPod, iPad, and 

Mac technical support)

Toll free: 1-800-694-7466 (iPhone 

technical support)

TTY: 1-877-204-3930

www.apple.com

Applebee’s

450 N. Brand Blvd.

Glendale, CA 91203

Toll free: 1-888-592-7753

www.applebees.com

Arby’s Restaurant Group, Inc.

1155 Perimeter Center W 

Atlanta, GA 30338

678-514-4100

Toll free: 1-800-599-2729

: customerservice@arbys.com

www.arbys.com

Ariens Company 

Customer Service

655 W. Ryan St. 

Brillion, WI 54110

920-756-4688

www.ariens.com

Ashley Furniture Industries, Inc.

Consumer Affairs

One Ashley Way 

Arcadia, WI 54612

Toll free: 1-866-436-3393

www.ashleyfurniture.com

Associated Bank 

We Care Department

1305 Main St., Mail Stop 7722 

Stevens Point, WI 54481

Toll free: 1-800-685-6895

: wecare@associatedbank.com

www.associatedbank.com

Asus Computer International

800 Corporate Way 

Fremont, CA 94539

510-739-3777

Toll free: 1-888-678-3688

www.asus.com

AT & T, Inc.

Customer Service

208 S. Acard St. 

Dallas, TX 75202

210-821-4105

Toll free: 1-800-331-0500 (Wireless

Customer Service)

Toll free: 1-855-288-2727 (Home

Security)

Toll free: 1-800-288-2020 (Home phone,

Internet, and Digital TV)

www.att.com

Atlas World Group, Inc.

Customer Service

1212 Saint George Rd. 

Evansville, IN 47711

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.

Customer Service

777 Third Ave.

New York, NY 10017

212-282-7000

Toll free: 1-800-367-2866

Toll free: 1-800-500-2866

: dearavon@avon.com

www.avon.com

B

Bacardi USA, Inc. 

Consumer Affairs

2701 S. Le Jeune Rd. 

Coral Gables, FL 33134

Toll free: 1-800-222-2734

www.bacardi.com

Banana Republic

Customer Service

5900 N. Meadows Dr. 

Grove City, OH 43123

Toll free: 1-888-277-8953

: custserv@bananarepublic.com

www.bananarepublic.com

Bank of America Corporation

Customer Service

PO Box 25118 

Tampa, FL 33622-0900

Toll free: 1-800-432-1000

TTY: 1-800-288-4408

www.bankofamerica.com
74 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Barnes & Noble

PO Box 111 

Lyndhurst, NJ 07071

Toll free: 1-800-843-2665

: customerservice@bn.com

www.barnesandnoble.com

Bass Pro Shops

2500 E. Kearney St. 

Springfield, MO 65898

Toll free: 1-800-227-7776

www.basspro.com

Bassett Furniture

3525 Fairystone Park Hwy. 

PO Box 626

Bassett, VA 24055

Toll free: 1-877-525-7070 (Furniture)

Toll free: 1-800-308-7485 (Baby Furniture)

Toll free: 1-800-697-3259 (Mattresses)

www.bassettfurniture.com

Bausch & Lomb 

Consumer Affairs, Dept. 9563

1400 N. Goodman St. 

Rochester, NY 14692

Toll free: 1-800-553-5340

www.bausch.com

Bayer Consumer Health 

Consumer Relations

100 Bayer Blvd. 

Whippany, NJ 07981

Toll free: phone numbers appear on all 

labels

www.bayercare.com

BB&T

CEO Line

PO Box 632 

Whiteville, NC 28472

Toll free: 1-800-226-5228

TTY: 1-888-833-4228

: ceoline@bbandt.com

www.bbt.com

Bed Bath and Beyond

Customer Service

650 Liberty Ave. 

Union, NJ 07083

Toll free: 1-800-462-3966

www.bedbathandbeyond.com

Beech-Nut Nutrition Corporation

Consumer Affairs

One Nutritious Pl. 

Amsterdam, NY 12010

Toll free: 1-800-233-2468

www.beechnut.com

Beiersdorf, Inc. 

Consumer Relations

45 Danbury Rd.

Wilton, CT 06897

Toll free: 1-800-227-4703

www.beiersdorfusa.com

Bellisio Foods, Inc. 

Consumer Affairs

PO Box 16630 

Duluth, MN 55816

Toll free: 1-800-446-5469

: info@bellisiofoods.com

www.bellisiofoods.com

Ben & Jerry’s Homemade, Inc. 

Consumer Services

30 Community Dr. 

South Burlington, VT 05403

802-846-1500

www.benjerry.com

Best Buy Company, Inc.

Customer Care

7601 Penn Ave., S 

Richfield, MN 55423

Toll free: 1-888-237-8289

: onlinestore@bestbuy.com

www.bestbuy.com

Best Western International, Inc.

Customer Care

PO Box 10203 

Phoenix, AZ 85064

Toll free: 1-800-528-1238

www.bestwestern.com

BFGoodrich Tires

Consumer Care 

PO Box 19001 

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

BIC Corporation

Consumer Affairs

One Bic Way, Suite 1 

Shelton, CT 06484

Toll free: 1-800-546-1111

www.bicworld.com

Big Lots Stores, Inc.

Customer Care

300 Phillipi Rd. 

Columbus, OH 43228-5311

Toll free: 1-866-244-5687

www.biglots.com

Birchbox

28 E 28th St. 

New York , NY 10016

Toll free: 1-877-487-7272

: info@birchbox.com

www.birchbox.com

Birds Eye Foods, Inc.

Pinnacle Consumer Relations

PO Box 971 

Miami, FL 33152

Toll free: 1-800-432-3102

www.birdseye.com

Bissell Homecare, Inc.

Consumer Care

PO Box 3606 

Grand Rapids, MI 49501

Toll free: 1-800-237-7691

www.bissell.com

BJ’s Wholesale Club, Inc.

Member Care

25 Research Dr. 

Westborough, MA 01581

Toll free: 1-800-257-2582

Toll free: 1-866-425-7932

www.bjs.com

Bloomingdale’s, Inc.

Customer Service

PO Box 8067 

Mason, OH 45040

Toll free: 1-800-777-0000

www.bloomingdales.com

Blue Cross Blue Shield

225 N. Michigan Ave. 

Chicago, IL 60601

www.bcbs.com

Bob Evans Farms, Inc.

Consumer Relations

8111 Smith’s Mill Rd. 

New Albany, OH 43054

Toll free: 1-800-939-2338

www.bobevans.com

Bosch Home Appliance 

Corporation

1901 Main St., Suite 600 

Irvine, CA 92614

Toll free: 1-800-944-2904

: Bosch-USA-Questions@bshg.

com

www.bosch-home.com 

Bridgestone Americas, Inc. 

535 Marriott Dr. 

PO Box 140990

Nashville, TN 37214-0990

615-937-1000

www.bridgestoneamericas.com

Brinker International

6820 LBJ Freeway 

Dallas, TX 75240

972-980-9917

www.brinker.com

Brio Tuscan Grille

Guest Feedback

777 Goodale Blvd., Suite 100 

Columbus, OH 43212

Toll free: 1-888-452-7286

: GuestServices@bbrg.com

www.brioitalian.com
SOCAP International Member Consumer Action Handbook 75

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Bristol-Myers Squibb Company

Customer Relations

345 Park Ave. 

New York, NY 10154

Toll free: 1-800-332-2056

www.bms.com

British Airways

Customer Relations

PO Box 300686 

Jamaica, NY 11430-0686

312-843-5794

Toll free: 1-800-828-8144

TTY: 1-866-393-0961

www.britishairways.com

Brookstone

Customer Care Center

1655 Bassford Dr. 

Mexico, MO 65265

Toll free: 1-800-846-3000

www.brookstone.com

Brown-Forman Beverages 

Worldwide

Consumer Support

850 Dixie Hwy. 

Louisville, KY 40210

Toll free: 1-800-753-4567

: Brown-Forman@b-f.com

www.brown-forman.com

Budget Car Rental

Customer Service

PO Box 699000 

Tulsa, OK 74169-9000

Toll free: 1-800-214-6094

TTY: 1-800-826-5510

: budgetcustomerservice@

budgetgroup.com

www.budget.com 

Burger King Corporation

Guest Relations

5505 Blue Lagoon Dr. 

Miami, FL 33126

Toll free: 1-866-394-2493

www.bk.com

Burlington Stores, Inc.

Customer Relations 

2006 Route 130 N 

Florence Township, NJ 08518

Toll free: 1-855-355-2875

www.burlingtoncoatfactory.com

Bush Brothers & Company 

Consumer Relations

PO Box 52330 

Knoxville, TN 37950-2330

Toll free: 1-800-590-3797

www.bushbeans.com

C

Campbell Soup Company 

Consumer Affairs

1 Campbell Place 

Camden, NJ 08103

Toll free: 1-800-257-8443

www.campbellsoup.com

Capital One

General Correspondence

PO Box 30285 

Salt Lake City, UT 84130-0287

Toll free: 1-800-227-4825 (Credit Cards)

Toll free: 1-866-750-0873 (Online 

Banking)

www.capitalone.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Pkwy., Suite 600 

Centerville, VA 20120

www.carfax.com

Carnival Cruise Line

Guest Care

3655 N.W. 87th Ave. 

Miami, FL 33178-2428

Toll free: 1-800-929-6400

: guestcare@carnival.com

www.carnival.com

Carrier Air Conditioning Company

One Carrier Pl. 

Farmington, CT 06032

Toll free: 1-800-227-7437

www.carrier.com

Centurylink

100 Centurylink Dr. 

Monroe, LA 71203

Toll free: 1-888-723-8010

TTY: 1-800-223-3131

: prismsupport@centurylink.com

www.centurylink.com

Charles Schwab

Toll free: 1-866-855-9102

www.schwab.com

Charter Spectrum

400 Atlantic St., 10th Floor 

Stamford, CT 06901

203-905-7800

Toll free: 1-888-438-2427

www.charter.com

Chattem, Inc.

Consumer Affairs

PO Box 2219 

Chattanooga, TN 37409-0219

Toll free: 1-888-442-4464

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400 

Cincinnati, OH 45236

Toll free: 1-888-561-2274

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd. 

Calabasas Hills, CA 91301

818-871-3000

www.thecheesecakefactory.com

Chick-fil-A, Inc.

Chick-fil-A Cares

PO Box 725489 

Atlanta, GA 31139-9923

Toll free: 1-866-232-2040

www.chick-fil-a.com

Children’s Place

Customer Service

500 Plaza Dr. 

Secaucus, NJ 07094

Toll free: 1-877-752-2387

www.childrensplace.com

Chili’s

See: Brinker International 

Toll free: 1-800-983-4637 (Gift cards)

www.chilis.com

Chipotle Mexican Grill, Inc.

1401 Wynkoop St., Suite 500 

Denver, CO 80202

303-595-4000

www.chipotle.com

Chobani

Customer Service

147 State Highway 320 

Norwich, NY 13815

Toll free: 1-877-847-6181

: contact@chobani.com

www.chobani.com

Choice Hotels 

Guest Relations

6811 E. Mayo Blvd., Suite 100 

Phoenix, AZ 85054

Toll free: 1-800-300-8800

www.choicehotels.com

Church & Dwight Company, Inc. 

Consumer Relations

Princeton South Corporate Center 

500 Charles Ewing Blvd.

Ewing, NJ 08628

Toll free: 1-800-833-9532

www.churchdwight.com

Cigna

900 Cottage Grove Rd. 

Bloomfield , CT 06002

Toll free: 1-800-997-1654

www.cigna.com
76 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Citibank, Inc.

Client Services 

100 Citibank Dr.

San Antonio, TX 78245-9004

Toll free: 1-800-374-9700 (Banking)

Toll free: 1-800-950-5114 (Credit Cards)

TTY: 1-877-693-0372 (Banking)

TTY: 1-800-325-2865 (Credit Cards)

www.citibank.com

Citizens Bank

One Citizens Plaza 

Providence, RI 02903 

Toll free: 1-800-922-9999

www.citizensbank.com

The Clorox Company 

Consumer Services

PO Box 24305 

Oakland, CA 94623-1305

Toll free: 1-800-292-2200 (Laundry)

Toll free: 1-800-227-1860 (Household 

Cleaning)

www.thecloroxcompany.com

The Coca-Cola Company 

Industry and Consumer Affairs

PO Box 1734 

Atlanta, GA 30301

Toll free: 1-800-438-2653

www.coca-colacompany.com

The Colgate-Palmolive 

Company t

Consumer 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

Customer Service

399 Market St. 

Philadelphia, PA 19181

Toll free: 1-800-523-9100

www.colonialpenn.com

Combe, Inc. 

1101 Westchester Ave. 

White Plains, NY 10604

Toll free: 1-800-431-2610

www.combe.com

Comcast Corporation

One Comcast Center 

Philadelphia, PA 19103

Toll free: 1-800-266-2278

Toll free: 1-800-934-6489 (Xfinity)

www.comcast.com

ConAgra Foods 

Consumer Affairs

One ConAgra Dr. 

Omaha, NE 68102

Toll free: 1-877-266-2472

: consumeraffairs@conagrafoods.

com

www.conagrafoods.com

Conair Corporation

Customer Support

1 Cummings Point Rd. 

Stamford, CT 06902

Toll free: 1-800-334-4031

: feedback@conair.com

www.conair.com

Costco Wholesale Corporation

Member Service

PO Box 34331 

Seattle, WA 98124

Toll free: 1-800-774-2678

Toll free: 1-800-955-2292 (Online 

Members)

: customerservice@costco.com

www.costco.com

Coty Inc. 

Consumer Affairs

500 American Rd. 

Morris Plains, NJ 07950

Toll free: 1-800-372-8201 (Clairol/

Covergirl/MaxFactor)

Toll free: 1-866-722-4146 (Wella retail 

products sold in beauty supply stores)

Toll free: 1-800-810-1330 (Hugo Boss, 

Gucci, Escada fragrances)

Toll free: 1-800-715-4023 (All other 

brands and fragrances)

www.coty.com

Cox Communications

6205-B Peachtree Dunwoody Road NE 

Atlanta, GA 30328

Toll free: 1-888-566-7751

: coxcorp.customerrelations@cox.

com

www.cox.com

Cracker Barrel Old Country Store

PO Box 787 

Lebanon, TN 37087

Toll free: 1-800-333-9566

www.crackerbarrel.com

Crate and Barrel

Customer Service 

1860 W. Jefferson Ave. 

Naperville, IL 60540

Toll free: 1-800-967-6696

: customer_service@crateandbarrel.

com

www.crateandbarrel.com 

Crayola, LLC 

Consumer Affairs

PO Box 431 

Easton, PA 18044-0431

Toll free: 1-800-272-9652

www.crayola.com

Cricket Wireless

575 Morosgo Dr NE 

Atlanta, GA 30324

Toll free: 1-800-274-2538

www.cricketwireless.com

Crowne Plaza

See: InterContinental Hotels Group, 

PLC

www.crowneplaza.com

Crunch Fitness

3595 Mt. Diablo Blvd., Suite 300 

Lafayette, CA 94549

925-297-6360

: info@nev.com

www.crunch.com

Cuisinart 

Customer Service

150 Milford Rd. 

East Windsor , NJ 08520

Toll free: 1-800-726-0190

: customerservice@cuisinart.com

www.cuisinart.com

Curves International

5770 Fleet St. 

Carlsbad, CA 92008

Toll free: 1-877-673-3144

www.curves.com

CVS Corporation

Customer Relations 

One CVS Dr. 

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287 (In-Store)

Toll free: 1-866-389-2727 (Minute Clinic)

Toll free: 1-888-607-4287 (Online)

www.cvs.com

D

Dairy Queen Corporation 

Customer Relations

7505 Metro Blvd. 

Minneapolis, MN 55439

952-830-0200

Toll free: 1-866-793-7582

www.dairyqueen.com

The Dannon Company, Inc. 

Consumer Response Center

PO Box 1625 

Horsham, PA 19044

Toll free: 1-877-326-6668

www.dannon.com
SOCAP International Member Consumer Action Handbook 77

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Darden Restaurants 

Guest Relations

PO Box 695011 

Orlando, FL 32869-5011

407-245-4000

www.darden.com

Days Inn Worldwide, Inc.

See: Wyndham Hotel Group 

Toll free: 1-800-441-1618

www.daysinn.com

Dean Foods 

Consumer Affairs

PO Box 961447 

El Paso, TX 79996

Toll free: 1-800-395-7004

: deanfoods@casupport.com

www.deanfoods.com

Del Monte Foods Company

Consumer Affairs

890 Mountain Ave., Suite 105 

New Providence, NJ 07974

Toll free: 1-800-543-3090

www.delmonte.com

Dell, Inc.

Customer Service

One Dell Way 

Round Rock, TX 78682

Toll free: 1-800-624-9897 

TTY: 1-877-335-5889

www.dell.com

Delta Air Lines, Inc. 

Customer Care

PO Box 20980 Department 980

Atlanta, GA 30320-2980

404-209-3434 (Disability Assistance)

Toll free: 1-800-455-2720

www.delta.com

Denny’s Corporation

Call Center

203 E. Main St., P-7-3 

Spartanburg, SC 29319

Toll free: 1-800-733-6697

www.dennys.com

Diageo North America, Inc. 

Consumer Care

24440 W. 143 St. 

Plainfield, IL 60544

815-267-4400

www.diageo.com

Diamond Foods, Inc. 

Consumer Affairs

1050 S. Diamond St. 

Stockton, CA 95205

209-467-6000

www.diamondfoods.com

Dick’s Sporting Goods

345 Court St. 

Coraopolis, PA 15108

Toll free: 1-877-846-9997

www.dickssportinggoods.com

Dillard’s, Inc.

Customer Service 

PO Box 486 

Little Rock, AR 72203

501-376-5200

Toll free: 1-800-345-5273

TTY: 1-800-444-1732

: questions@dillards.com

www.dillards.com

Diners Club 

PO Box 6101 

Carol Stream, IL 60197-6101

Toll free: 1-800-234-6377

TTY: 1-866-889-0889

www.dinersclubus.com

DIRECTV Enterprises, Inc.

PO Box 6550 

Greenwood Village, CO 80155-6550

Toll free: 1-800-531-5000

TTY: 1-800-779-4388

www.directv.com

Discover Financial Services, Inc.

Card Customer Service

PO Box 30943 

Salt Lake City, UT 84130-0943

801-902-3100

Toll free: 1-800-347-2683

TTY: 1-800-347-7449

www.discover.com

Dish 

9601 S. Meridian Blvd. 

Englewood, CO 80112

Toll free: 1-855-612-3321

www.dish.com

Ditech Financial, LLC 

1100 Virginia Dr., Suite 100A 

Fort Washington, PA 19034

Toll free: 1-800-700-9212

www.ditech.com

Dole Food Company, Inc. 

Consumer Center

PO Box 5700 

Thousand Oaks, CA 91359-5700

Toll free: 1-800-356-3111

www.dole.com

Dollar General Corporation

Customer Service

100 Mission Ridge 

Goodlettsville, TN 37072

Toll free: 1-877-463-1553

: custsvc@dollargeneral.com

www.dollargeneral.com

Dollar Rent A Car, Inc.

Customer Service 

PO Box 26120 

Tulsa, OK 73126

Toll free: 1-800-800-5252

www.dollar.com

Dollar Shave Club

PO Box 5688 

Santa Monica, CA 90409-5688

: members@dollarshaveclub.com

www.dollarshaveclub.com

Domino’s Pizza, Inc. 

Customer Service

30 Frank Lloyd Wright Dr. 

Ann Arbor, MI 48105

734-930-3030

: customercare@

dominoscustomercare.com

www.dominos.com 

Doubletree

See: Hilton Hospitality, Inc. 

Toll free: 1-800-222-8733

TTY: 1-800-368-1133

www.doubletree.com

Dr. Pepper/Snapple Group, Inc. 

Consumer Relations

PO Box 869077 

Plano, TX 75086-9077

972-673-7000

Toll free: 1-800-696-5891

www.drpeppersnapplegroup.com

Duracell Inc.

Toll free: 1-800-551-2355

www.duracell.com

Dyson, Inc.

600 W. Chicago Ave., Suite 275 

Chicago, IL 60654

Toll free: 1-844-679-1647

: questions@dyson.com

www.dyson.com

E

E*Trade Securities, LLC

PO Box 484 

Jersey City, NJ 07303-0484

Toll free: 1-800-387-2331

www.etrade.com

E. & J. Gallo Winery 

Consumer Information Center

1541 Cummins Dr.

Modesto, CA 95358

Toll free: 1-877-687-9463

: consumerrelations@intuitionwines.

com

www.gallo.com 
78 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Eastern Mountain Sports

Customer Service

1 Vose Farm Rd. 

Peterborough, NH 03458

Toll free: 1-888-463-6367

www.ems.com

eBay, Inc.

583 W. eBay Way 

Draper, UT 84020

www.eBay.com

Eddie Bauer, Inc.

Customer Service

PO Box 7001 

Groveport, OH 43125

Toll free: 1-800-426-8020

www.eddiebauer.com

Edward Jones

Client Relations

12555 Manchester Rd. 

Saint Louis , MO 63131

Toll free: 1-800-441-2357

 www.edwardjones.com

The Electrolux Group

Kitchen and Laundry Consumer 

Assistance Center

PO Box 212237 (Kitchen & Laundry) 

Augusta, GA 30907

Toll free: 1-877-435-3287

Vacuums and Air Cleaners

PO Box 3900

Peoria, IL 61612 

Toll free: 1-800-896-9756

www.electrolux.com

Eli Lilly Company 

Lilly Corporate Center 

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979 

www.lilly.com

Elizabeth Arden, Inc. 

Consumer Affairs

309 South St. 

New Providence, NJ 07974

Toll free: 1-800-326-7337

: consumer@elizabetharden.com

www.elizabetharden.com

Embassy Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com

Energizer 

Customer Support

533 Maryville University Dr. 

St. Louis, MO 63141

Toll free: 1-800-383-7323

www.energizer.com

Enterprise Rent-a-Car

600 Corporate Park Dr. 

Saint Louis, MO 63105

Toll free: 1-855-266-9565

TTY: 1-866-534-9270

: customercare@erac.com

www.enterprise.com

Equifax

PO Box 740241 

Atlanta, GA 30374

Toll free: 1-800-685-1111

www.equifax.com

Equinox

Member Services

1 Park Ave. 

New York, NY 10016

212-774-6363

Toll free: 1-866-332-6549

www.equinox.com

The Estee Lauder 

Companies, Inc. 

Consumer Care

767 5th Ave. 

New York, NY 10153

212-572-4200

: consumercare-us@gcc.elc.estee.

com

www.elcompanies.com

Ethan Allen, Inc.

Client Services

PO Box 1966 

Danbury, CT 06813

Toll free: 1-888-324-3571

: orders@ethanallen.com

www.ethanallen.com

Etsy

Support Team

117 Adams St. 

Brooklyn, NY 11201

www.etsy.com

The Eureka Company

See: Electrolux (Vacuums and Air 

Cleaners)

Toll free: 1-800-282-2886

www.eureka.com

Eveready

533 Maryville University Dr. 

St. Louis, MO 63141

Toll free: 1-800-383-7323

www.eveready.com

Expedia, Inc. 

Customer Support

333 108th Ave., NE 

Bellevue, WA 98004

Toll free: 1-800-397-3342

www.expedia.com

Experian

475 Anton Blvd. 

Costa Mesa, CA 92626

Toll free: 1-888-397-3742

: support@experiandirect.com

www.experian.com

Express Scripts

1 Express Way 

St Louis, MO 63121

Toll free: 1-800-282-2881

www.express-scripts.com

F

Facebook, Inc.

1601 Willow Rd. 

Menlo Park, CA 94025

650-543-4800

www.facebook.com

Fairfield Inn

See: Marriott International, Inc.

Toll free: 1-800-721-7033

www.fairfieldinn.com

Farmers Insurance

6301 Owensmouth Ave. 

Woodland Hills, CA 91367

Toll free: 1-888-327-6335

TTY: 1-888-891-1660

www.farmers.com

FedEx Corporation

Customer Relations

3875 Airways Blvd. 

Module H3 Department 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

TTY: 1-800-238-4461

www.fedex.com

Fidelity Investments, LLC

PO Box 770001 

Cincinnati, OH 45277

Toll free: 1-800-343-3548

www.fidelity.com

Fifth Third Bank

Customer Service

PO Box 4444 

Cincinnati, OH 45263-4444

Toll free: 1-800-972-3030

TTY: 1-800-546-7068

www.53.com

Fisher-Price

See: Mattel, Inc.

Toll free: 1-800-432-5437

www.fisher-price.com

Florist.com

Customer Service

3113 Woodcreek Dr. 

Downers Grove, IL 60515

Toll free: 1-800-425-0622

www.florist.com
SOCAP International Member Consumer Action Handbook 79

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Flowers Foods, Inc. 

1919 Flowers Circle 

Thomasville, GA 31757

229-226-9110

Toll free: 1-866-245-8921

www.flowersfoods.com

Food Lion, Inc.

PO Box 1330 

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569

www.foodlion.com

Foot Locker

Customer Care

PO Box 8066 

111 S. 1st Ave.

Wausau, WI 54402-8066

Toll free: 1-800-991-6815

: customercare@footlocker.com

www.footlocker.com

Frigidaire Home Products

PO Box 212378 

Augusta, GA 30907

Toll free: 1-800-374-4432

www.frigidaire.com

Frito-Lay

Consumer Relations

PO Box 660634 

Dallas, TX 75266-0634

Toll free: 1-800-352-4477

www.fritolay.com

Frontier Airlines, Inc.

Customer Relations

7001 Tower Rd. 

Denver, CO 80249

801-401-9000

www.flyfrontier.com

Frontier Communications

401 Merritt 7 

Norwalk, CT 06851

Toll free: 1-800-921-8101

www.frontier.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr. 

Downers Grove, IL 60515

Toll free: 1-800-736-3383

www.ftd.com

G

GameStop

Guest Service

625 Westport Pkwy. 

Grapevine, TX 76051

Toll free: 1-800-883-8895

www.gamestop.com

Gap, Inc.

Customer Service

100 Gap Online Dr. 

Grove City, OH 43123

Toll free: 1-800-427-7895

TTY: 1-888-906-1104

: custserv@gap.com

www.gap.com

Gateway, Inc.

Customer Service

PO Box 6137 

Temple, TX 76503

Toll free: 1-866-539-3901

www.gateway.com

GEICO

One GEICO Plaza 

Washington, DC 20076

Toll free: 1-800-861-8380 (Car Insurance)

Toll free: 1-888-532-5433 (Life Insurance)

TTY: 1-800-833-8255

www.geico.com

General Electric Appliances

PO Box 1780 

Rapid City, SD 57709

203-373-2211

Toll free: 1-800-626-2000 (Appliances)

Toll free: 1-800-435-4448 (Lighting)

www.ge.com

General Mills, Inc. 

Consumer Services

PO Box 9452 

Minneapolis, MN 55440

Toll free: 1-800-248-7310

www.generalmills.com

Georgia-Pacific Corporation 

Consumer Affairs

133 Peachtree St., NE 

Atlanta, GA 30303

Toll free: 1-800-283-5547

www.gp.com

Gerber Products Company

445 State St. 

Fremont, MI 49413

Toll free: 1-800-284-9488

www.gerber.com

Get Me

1130 N. Westmoreland Rd. 

DeSoto , TX 75115

: support@getme.com

Toll free: 1-844-625-2273

www.getme.com

Gett

237 W. 35th St., Suite 200 

New York, NY 10001

Toll free: 1-855-200-4388

www.gett.com

Gillette

See: Procter & Gamble 

Toll free: 1-800-445-5388

www.gillette.com

GlaxoSmithKline Consumer 

Healthcare 

Response Center

5 Crescent Dr. 

Philadelphia, PA 19112

Toll free: 1-888-825-5249 (Prescription 

drugs)

Toll free: 1-800-245-1040 (Nonprescription drugs)

www.us,gsk.com

Gold’s Gym International

Customer Support

4001 Maple Ave., Suite 200 

Dallas, TX 75219

214-574-4653

www.goldsgym.com

The Golden Grain Company

PO Box 049003 

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

Toll free: 1-800-570-8719

www.ricearoni.com

The Goodyear Tire & Rubber 

Company

200 Innovation Way 

Akron, OH 44316

330-796-2121

Toll free: 1-800-321-2136

www.goodyear.com

Google.com

1600 Amphitheatre Pkwy. 

Mountain View, CA 94043

650-253-0000

www.google.com

Google Payment Corporation

PO Box 727 

Mountain View, CA 94042

Toll free: 1-855-492-5538

www.google.com

Graco Children’s Products, Inc.

Consumer Care

4110 Premier Dr. 

High Point, NC 27265

Toll free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660691 Mail Stop 470

Dallas, TX 75266-0691

214-849-8966 (Refunds)

214-849-6246 (Baggage)

Toll free: 1-800-231-2222

Toll free: 1-800-531-5332 (in Spanish)

TTY: 1-800- 345-3109

www.greyhound.com
80 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Guess?, Inc.

Customer Care

1444 S. Alameda St. 

Los Angeles, CA 90021

Toll free: 1-877-444-8377

www.guess.com

Guinness Company

See: Diageo North America, Inc. 

: guinness@consumer-care.net

www.guinness.com

Guthy | Renker 

3340 Ocean Park Blvd. 

Santa Monica, CA 90405

Toll free: 1-888-651-6602

: customerservice@guthy-renker.com

www.guthy-renker.com

H

H&R Block, Inc.

Customer Support

One H&R Block Way 

Kansas City, MO 64105

Toll free: 1-800-472-5625

www.hrblock.com

Haagen Dazs

Consumer Services

PO Box 2178 

Wilkes-Barre, PA 18703

Toll free: 1-800-767-0120

www.haagendazs.com

The Hain Celestial Group, Inc. 

1111 Marcus Ave. 

Lake Success, NY 11042

Toll free: 1-877-612-4246

www.hain.com

Hampton Inn & Suites

See: Hilton Hospitality, Inc. 

Toll free: 1-800-426-7866

www.hamptoninn.com

Hanes Brands

Customer Services

PO Box 748 

Rural Hall, NC 27098

Toll free: 1-800-832-0594 (Delivery 

questions)

Toll free: 1-800-994-4348 (Retail 

purchases)

www.hanes.com

Harris Teeter, Inc.

Customer Relations

PO Box 10100 

Matthews, NC 28106-0100

Toll free: 1-800-432-6111

: customerrelations@harristeeter.

com

www.harristeeter.com

Harry & David

Customer Service

2500 S. Pacific Hwy. 

Medford, OR 97501

Toll free: 1-877-322-1200

: service@harryanddavid.com

www.harryanddavid.com

Hasbro, Inc.

Consumer Care

PO Box 200 

Pawtucket, RI 02862-0200

Toll free: 1-800-255-5516

Toll free: 1-888-836-7025 (Games)

Toll free: 1-800-752-9755 (Preschool 

products)

: customersupport@hasbro.com

www.hasbro.com

Henkel Consumer Goods (Dial and 

Purex)

7201 E. Henkel Way 

Scottsdale, AZ 85255

480-754-3425

www.henkel-northamerica.com

Heritage Home Group

Consumer Services

1925 Eastchester Dr. 

High Point, NC 27265

336-888-4900 

www.heritagehome.com

Hershey Company 

Consumer Relations

100 Crystal A Dr. 

Hershey, PA 17033

Toll free: 1-800-468-1714

www.hersheys.com

Hertz Corporation

Customer Relations

PO Box 26120 

Oklahoma City, OK 73126

Toll free: 1-800-654-4173

TTY: 1-800-654-2280

www.hertz.com

Hewlett-Packard Company

1501 Page Mill Rd. 

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-752-0900

www.hp.com

Hilton Garden Inn

See: Hilton Hospitality, Inc. 

Toll free: 1-877-782-9444

www.hiltongardeninn.com

Hilton Hospitality, Inc.

Guest Assistance

7930 Jones Branch Dr. 

McLean, VA 22102

703-883-1000

Toll free: 1-800-445-8667

www.hilton.com

Hitachi America, Ltd.

Customer Service

PO Box 99652 

Troy, MI 48099

Toll free: 1-800-448-2244

: 800Hitachi@hal.hitachi.com

www.hitachi-america.us

Holiday Inn/Holiday Inn Express

See: InterContinental Hotels Group 

Toll free: 1-855-914-1701

TTY: 1-800-334-5194

www.holiday-inn.com

Home Depot, Inc.

Customer Care

2455 Paces Ferry Rd. 

Atlanta, GA 30339

Toll free: 1-800-466-3337

: thdCustomerCare@homedepot.com

www.homedepot.com

Home Goods

See: TJX Companies, Inc. 

Toll free: 1-800-888-0776

www.homegoods.com

Homewood Suites

See: Hilton Hospitality, Inc. 

Toll free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

7005 Cochran Rd. 

Glenwillow, OH 44139

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Corporation 

Consumer Response

1 Hormel Pl. 

Austin, MN 55912

Toll free: 1-800-523-4635

www.hormel.com

Hostess Brands, LLC 

Consumer Affairs

PO Box 419593 

Kansas City, MO 64141

Toll free: 1-800-483-7253

hostessbrands.com

Howard Johnson, Inc.

See: Wyndham Hotel Group

Toll free: 1-800-544-9881

www.hojo.com
 SOCAP International Member Consumer Action Handbook 81

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

HSBC Bank USA, N.A. 

Customer Service

PO Box 2013 

Buffalo, NY 14240

Toll free: 1-800-975-4722 

TTY: 1-800-898-5999

: customerrelations@hsbc.com

www.us.hsbc.com

HSN

Customer Service

PO Box 9090 

Clearwater, FL 33758

Toll free: 1-800-284-3900 (Phone)

Toll free: 1-800-933-2887 (Online)

www.hsn.com

HTC America, Inc.

308 Occidental Ave. South, Suite 300 

Seattle, WA 98104

Toll free: 1-866-449-8358

TTY: 1-855-580-2302

www.htc.com

Hulu.com

2500 Broadway, 2nd Floor 

Santa Monica, CA 90404

www.hulu.com

Humana, Inc.

Correspondence Office

PO Box 14601 

Lexington, KY 40512-4601

Toll free: 1-800-833-6917 (Individual 

policies)

Toll free: 1-800-448-6262 (Employee 

sponsored policies)

www.humana.com

Hyatt Hotels & Resorts 

Consumer Affairs

9805 Q St. 

Omaha, NE 68127

402-592-6465

Toll free: 1-800-323-7249

TTY: 1-800-228-9548

www.hyatt.com

I

Ikea

Customer Relations

420 Alan Wood Rd. 

Conshohocken, PA 19428

Toll free: 1-888-888-4532 (In-Store 

questions)

Toll free: 1-888-434-4532 (Online Store 

questions)

: UScustomercare259@ikea.com

www.ikea.com

Innovis

Consumer Assistance

PO Box 1640 

Pittsburgh, PA 15230-1640

Toll free: 1-800-540-2505

www.innovis.com

InterContinental Hotels Group PLC 

Guest Relations

PO Box 30321 

Salt Lake City, UT 84130-0321

Toll free: 1-800-621-0555

www.ihgplc.com

J

J. Crew

Customer Relations

One Ivy Crescent 

Lynchburg, VA 24513

Toll free: 1-800-562-0258

: help@jcrew.com

www.jcrew.com

The J.M. Smucker Company 

One Strawberry Ln. 

Orrville, OH 44667

Toll free: 1-888-550-9555

www.jmsmucker.com

J.P. Morgan Chase Bank

National Bank By Mail

PO Box 36520 

Louisville, KY 40233

Toll free: 1-800-935-9935

Toll free: 1-877-242-7372 (Online 

Banking)

TTY: 1-800-242-7383

www.chase.com

Jack In The Box, Inc.

9330 Balboa Ave. 

San Diego, CA 92123

858-522-4716

www.jackinthebox.com

Jackson Hewitt, Inc.

Client Care

501 N. Cattlemen Rd., Suite 300 

Sarasota, FL 34232

Toll free: 1-800-234-1040

www.jacksonhewitt.com

Jarden Consumer Solutions, Inc. 

Consumer Affairs

2381 NW Executive Center Dr. 

Boca Raton, FL 33431

Toll free: 1-800-777-5452

www.jardencs.com

JCPenney Company, Inc.

Corporate Customer Care

PO Box 10001 

Dallas, TX 75301

Toll free: 1-800-322-1189

www.jcpenney.com

Jenny Craig, Inc.

Customer Care

5770 Fleet St. 

Carlsbad, CA 92008

Toll free: 1-866-706-4042

: WebCustomerService@jennycraig.

com

www.jennycraig.com

Jet.com

221 River St., 8th Floor

Hoboken, NJ 07030

Toll free: 1-855-538-4323

: help@jet.com

www.jet.com

JetBlue Airways Corporation

Customer Relations

PO Box 17435 

Salt Lake City, UT 84117

Toll free: 1-800-538-2583

Toll free: 1-866-538-5438 (Baggage)

www.jetblue.com

Jiffy Lube International, Inc.

Customer Service

PO Box 4427 

Houston, TX 77210-4458

Toll free: 1-800-344-6933

www.jiffylube.com

John Deere

Customer Assistance

One John Deere Pl.

Moline, IL 61265

Toll free: 1-800-537-8233

www.deere.com

John Hancock Financial Services, 

Inc.

Customer Service Center R-03

1 John Hancock Way, Suite 1350 

Boston, MA 02217-1350

Toll free: 1-800-387-2747

TTY: 1-800-832-5282

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc. 

One Johnson & Johnson Plaza 

New Brunswick, NJ 08933

732-524-0400

www.jnj.com

Joss & Main

See: Wayfair, LLC 

Toll free: 1-800-632-8158

www.jossandmain.com

Just Born, Inc. 

Consumer Relations

1300 Stefko Blvd. 

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453

www.justborn.com
82 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

JVC Company of America

Customer Care

1700 Valley Rd. 

Wayne, NJ 07470

Toll free: 1-800-252-5722

www.jvc.com

K

Kaiser Permanente

Member Services

4460 Hacienda Dr. 

Pleasanton, CA 94588

Toll free: 1-800-556-7677

kaiserpermanente.org

Kao Brands Company 

Consumer Relations

2535 Spring Grove Ave. 

Cincinnati, OH 45214

513-421-1400

www.kaobrands.com

Kate Spade

Customer Service

2 Park Ave. 

New York, NY 10016

Toll free: 1-866-999-5283

: customer_care@katespade.com

www.katespade.com

KAYAK.com

Seven Market St. 

Stamford, CT 06902

Toll free: 1-855-529-2501

www.kayak.com

Kellogg Company 

Consumer Affairs

PO Box CAMB 

Battle Creek, MI 49016

Toll free: 1-800-962-1413

www.kelloggs.com

Keurig Green Mountain, Inc. 

33 Coffee Ln. 

Waterbury, VT 05676 

Toll free: 1-866-901-2739

: csrah@keurig.com

www.keurig.com

KFC

See: YUM! Brands, Inc. 

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation 

Dept. INT PO Box 2020

Neenah, WI 54957-2020

Toll free: 1-888-525-8388

www.kimberly-clark.com

The Kirby Company

Consumer Relations

1920 W. 114th St. 

Cleveland, OH 44102

Toll free: 1-800-494-8586

www.kirby.com

KitchenAid

Customer Experience Center

553 Benson Rd., Mail Drop 8060

Benton Harbor, MI 49022

Toll free: 1-800-541-6390

www.kitchenaid.com

Kmart Corporation

See: Sears

Toll free: 1-800-416-4565

www.kmart.com

Kohl’s Corporation

Customer Service

PO Box 3120 

Milwaukee, WI 53201

Toll free: 1-855-564-5705

Toll free: 1-855-564-5748 (Credit)

www.kohls.com

The Kraft Heinz Company 

Consumer Relations

200 E. Randolph St. 

Chicago, IL 60601

Toll free: 1-877-535-5666

www.kraftfoods.com

Kroger Company

Customer Service

1014 Vine St. 

Cincinnati, OH 45202

Toll free: 1-800-576-4377

www.kroger.com

L

LA Fitness International, LLC

Member Services

PO Box 54170 

Irvine, CA 92619-4170

: contact@fitnessintl.com

www.lafitness.com

La Quinta Inns & Suites

Guest Assistance

909 Hidden Ridge, Suite 600 

Irving, TX 75038

Toll free: 1-800-642-4241

www.lq.com

La-Z-Boy, Inc.

1 La-Z-Boy Dr. 

Monroe, MI 48162

Toll free: 1-855-802-6636

www.la-z-boy.com

Lancôme

Customer Care

PO Box 2007 

Westfield, NJ 07091

Toll free: 1-800-526-2663

www.lancome-usa.com

Land O’Lakes, Inc. 

Consumer Affairs

4001 Lexington Ave., N 

Arden Hills, MN 55126

Toll free: 1-800-328-4155 (Consumer 

Affairs)

Toll free: 1-800-328-9680 (Corporate)

www.landolakes.com

Lands’ End, Inc.

Customer Service

One Lands’ End Ln. 

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459

www.landsend.com

LeapFrog Enterprises, Inc.

Customer Support

6401 Hollis St., Suite 100 

Emeryville, CA 94608

Toll free: 1-800-701-5327

: support@leapfrog.com

www.leapfrog.com

Lee Jeans

Consumer Services

One Lee Dr. 

Merriam, KS 66202

Toll free: 1-800-453-3348

www.lee.com

LEGO Systems, Inc.

Consumer Affairs

PO Box 1138 

Enfield, CT 06083-1138

Toll free: 1-800-835-4386 

www.lego.com

Lennox Industries, Inc.

Customer Care

PO Box 799900 

Dallas, TX 75379

Toll free: 1-800-953-6669

www.lennox.com

Lenovo

Customer Service

1009 Think Pl. 

Morrisville, NC 27560

Toll free: 1-855-253-6686

www.lenovo.com

LensCrafters

4000 Luxottica Pl. 

Mason, OH 45040

Toll free: 1-877-753-6727

TTY: 1-855-589-8891

www.lenscrafters.com
SOCAP International Member Consumer Action Handbook 83

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Levi Strauss Company

1155 Battery St. 

San Francisco, CA 94111

Toll free: 1-866-860-8907

www.levi.com

LG Electronics, Inc.

Customer Service

1000 Sylvan Ave. 

Englewood Cliffs, NJ 07632

Toll free: 1-800-243-0000

www.lg.com

Liberty Mutual Insurance Group 

Customer Service

100 Liberty Way 

Dover, NH 03820

Toll free: 1-888-398-8924 (Auto and 

Home Insurance)

Toll free: 1-800-225-2467 (Claim Status)

Toll free: 1-800-451-7065 (Life Insurance)

www.libertymutual.com

Life Time Fitness

2902 Corporate Pl. 

Chanhassen, MN 55317

408-765-8080

Toll free: 1-855-430-5433

www.lifetimefitness.com

Little Tikes

Consumer Services

2180 Barlow Rd. 

Hudson, OH 44236

Toll free: 1-800-321-0183

www.littletikes.com

L.L. Bean, Inc.

Dept. CFM 

Freeport, ME 04033

207-552-3028

Toll free: 1-800-441-5713

TTY: 1-800-545-0090

www.llbean.com

L’Oréal USA 

Consumer Relations

575 Fifth Ave. 

New York, NY 10017

212-818-1500 

Toll free: 1-800-322-2036

www.lorealusa.com

Lowe’s

Customer Care

PO Box 1111 

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

: customercare@lowes.com

www.lowes.com

Lyft, Inc.

2300 Harrison St. 

San Francisco, CA 94110

415-206-1570

www.lyft.com

M

MAACO Enterprises, Inc.

440 S. Church St., Suite 700 

Charlotte, NC 28202

Toll free: 1-800-523-1180

www.maaco.com

Macy’s

Credit and Customer Services

PO Box 8113 

Mason, OH 45040

Toll free: 1-877-876-2297

Toll free: 1-888-257 6757 (Credit)

www.macys.com

Magnavox

Toll free: 1-800-605-8610 (TV, DVD 

Player, Blu-ray Disc Player)

Toll free: 1-800-705-2000 (All other 

products)

www.magnavox.com

Marc Jacobs

Toll free: 1-877-707-6272

: customerservice@marcjacobs.com

www.marcjacobs.com

Marriott International, Inc.

Guest Services

910 W. Legacy Center Way, Suite 100 

Midvale, UT 84047

Toll free: 1-800-721-7033

www.marriott.com

Mars, Incorporated 

800 High St. 

Hackettstown, NJ 07840

www.mars.com

Marshalls, Inc.

See: TJX Companies, Inc. 

Toll free: 1-888-627-7425

www.marshallsonline.com

Mary Kay, Inc. 

PO Box 799045 

Dallas, TX 75379

Toll free: 1-800-627-9529

www.marykay.com

Massachusetts Mutual Insurance 

Company (Mass Mutual)

Customer Relations

1295 State St. 

Springfield, MA 01111

Toll free: 1-800-272-2216 (Annuities, 

Disability Income, and Life Insurance)

Toll free: 1-888-505-8952 (Long Term 

Insurance)

www.massmutual.com

MasterCard Worldwide

Consumer Inquiries

(Contact your issuing bank first) 

2000 Purchase St.

Purchase, NY 10577

914-249-2000

Toll free: 1-800-627-8372

www.mastercard.us

Mattel, Inc.

Consumer Relations

333 Continental Blvd. 

El Segundo, CA 90245

Toll free: 1-800-524-8697

TTY: 1-800-382-7470

: service@mattel.com

www.mattel.com

Maybelline, Inc.

Customer Care

PO Box 1010 

Clark, NJ 07066

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Mayflower Dr. 

Fenton, MO 63026

Toll free: 1-800-241-1321

Toll free: 1-800-325-9970

www.mayflower.com

Maytag

Customer Service

553 Benson Rd. 

Benton Harbor, MI 49022

Toll free: 1-800-344-1274

www.maytag.com

McCain Foods USA, Inc. 

2275 Cabot Dr. 

Lisle, IL 60532

Toll free: 1-800-938-7799

: contactus@mccain.com

www.mccainusa.com

McCormick & Company, Inc. 

211 Schilling Circle 

Hunt Valley, MD 21031

Toll free: 1-800-632-5847

: consumer_affairs@mccormick.com

www.mccormick.com

McDonald’s Corporation 

2111 McDonald’s Dr. 

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McKee Foods Corporation 

Consumer Services

PO Box 750 

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com
84 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Mead Johnson

2701 Patriot Blvd., 4th Floor 

Glenview, IL 60026

Toll free: 1-800-222-9123

www.meadjohnson.com

Megabus

349 First St. 

Elizabeth, NJ 07206

Toll free: 1-877-462-6342

www.megabus.com

Meijer, Inc. 

2929 Walker Ave., NW

Grand Rapids, MI 49544

Toll free: 1-877-363-4537

www.meijer.com

Meineke Car Care Centers, Inc.

Toll free: 1-800-447-3070

www.meineke.com

Men’s Warehouse

Customer Relations- Department C105

6380 Rogerdale Rd. 

Houston, TX 77072

Toll free: 1-800-851-6744

www.menswarehouse.com

Merrill Lynch Company, Inc.

4 World Financial Center 

250 Vesey St.

New York, NY 10080

Toll free: 1-800-637-7455

TTY: 1-866-657-3323

: general_askml@ml.com

www.ml.com

Merry Maids

PO Box 751017 

Memphis, TN 38175-1017

Toll free: 1-800-798-8000

www.merrymaids.com

MetLife, Inc.

200 Park Ave. 

New York, NY 10166

Toll free: 1-800-638-5000 (LIfe 

Insurance)

Toll free: 1-800-422-4272 (Auto and 

Home Insurance)

Toll free: 1-800-308-0179 (Long Term 

insurance)

www.metlife.com

Michael Kors 

11 W. 42 St. 

New York, NY 10036

Toll free: 1-866-709-5677

TTY: 1-855-889-5677

: customerservice@michaelkors.com

www.michaelkors.com

Michelin North America, Inc. 

Consumer Care 

PO Box 19001 

Greenville, SC 29602-9001

Toll free: 1-866-866-6605

www.michelinman.com

Micro Center

Customer Service

4119 Leap Rd. 

Hilliard, OH 43026

614-850-3675

www.microcenter.com

Microsoft Corporation

Customer Service

One Microsoft Way 

Redmond, WA 98052

425-882-8080

Toll free: 1-800-642-7676

TTY: 1-800-892-5234

www.microsoft.com

Midas, Inc.

Consumer Relations

823 Donald Ross Rd. 

Juno Beach, FL 33408

Toll free: 1-800-621-8545

www.midas.com

MillerCoors

Consumer Affairs

250 S. Wacker Dr. 

Chicago, IL 60606

Toll free: 1-800-645-5376

www.millercoors.com

Mitsubishi Electric Visual Solutions 

America, Inc.

Consumer Relations 

10833 Valley View St., Suite 300 

Cypress, CA 90630

Toll free: 1-800-332-2119

www.mitsubishi-tv.com

Molson Coors

Consumer Information Center

1801 California St., Suite 4600 

Denver, CO 80202

Toll free: 1-800-645-5376

www.molsoncoors.com

Mondelez International 

100 Deforest Ave. 

East Hanover, NJ 07936

Toll free: 1-855-535-5648

www.mondelezinternational.com

Morgan Stanley

Client Advocate

PO Box 95002 

South Jordan, UT 84095

Toll free: 1-866-227-2256

: clientadvocate@morganstanley.

com

www.morganstanley.com

Motel 6

Guest Relations

PO Box 326 

Worthington, OH 43085

Toll free: 1-800-557-3435

: guestrelations@motel6.com

www.motel6.com

Motorola, Inc.

222 W. Merchandise Mart Plaza, Suite 

1800 

Chicago, IL 60654

Toll free: 1-800-734-5870

TTY: 1-888-390-6456

www.motorola.com

Mott’s LLP

Consumer Relations

PO Box 869077 

Plano, TX 75086-9077

Toll free: 1-800-426-4891

www.motts.com

Mutual of Omaha Insurance 

Company

Customer Service

3300 Mutual of Omaha Plaza 

Omaha, NE 68175

Toll free: 1-866-293-8529 

Toll free: 1-800-775-1000 (Claims)

www.mutualofomaha.com

N

National Car Rental System, Inc.

See: Enterprise Rent-a-Car 

Toll free: 1-844-393-9989

TTY: 1-800-328-6323

www.nationalcar.com

Nationstar Mortgage, LLC

Customer Relations 

PO Box 619098 

Dallas, TX 75261

Toll free: 1-888-480-2432

 www.nationstarmtg.com

Nationwide Mutual Insurance 

Company

Customer Advocacy

One Nationwide Plaza 

Columbus, OH 43215

Toll free: 1-800-882-2822 (Customer 

advocacy)

Toll free: 1-877-848-6331 (Claims)

www.nationwide.com

Nautica Enterprises, Inc.

Consumer Relations

500 Nautica Way 

Martinsville, VA 24112

Toll free: 1-866-376-4184

: Nautica_Consumer_Relations@

VFC.com

www.nautica.com
 SOCAP International Member Consumer Action Handbook 85

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

The Neiman-Marcus Group, Inc. 

Customer Care

PO Box 650589 

Dallas, TX 75265

Toll free: 1-888-888-4757

: neimanmarcus@customercare.

neimanmarcus.com

www.neimanmarcus.com

Nestlé Purina PetCare Company 

Consumer Affairs

PO Box 2530 

Largo, FL 33779

Toll free: 1-800-778-7462

www.purina.com

Nestlé USA 

Office of Consumer Services

800 N. Brand Blvd. 

Glendale, CA 91203

Toll free: 1-800-225-2270

: nestleconsumerservice@

casupport.com

www.nestleusa.com

Nestlé Waters North America, Inc. 

900 Long Ridge Rd., Building 2

Stamford, CT 06902

Toll free: 1-888-747-7437

www.nestle-watersna.com

Netflix

Customer Service

100 Winchester Circle 

Los Gatos, CA 95032

Toll free: 1-866-579-7172

www.netflix.com

Neutrogena Corporation

Consumer Affairs 

199 Grandview Rd.

Skillman, NJ 08558

Toll free: 1-800-582-4048

www.neutrogena.com

New York & Company

Customer Service

330 W. 34 St. 

New York, NY 10001

Toll free: 1-800-324-1952

Toll free: 1-800-961-9906

: service@nyandcompany.com

www.nyandcompany.com

New York Life Insurance Company

51 Madison Ave. 

New York, NY 10010

Toll free: 1-800-225-5695

www.newyorklife.com

Newell Rubbermaid, Inc. 

Consumer Care

4110 Premier Dr. 

High Point, NC 27265

Toll free: 1-888-895-2110

www.rubbermaid.com

Nike, Inc.

Consumer Services

One Bowerman Dr.

Beaverton, OR 97005

Toll free: 1-800-806-6453

www.nike.com

Nine West Holdings, Inc.

Customer Service

1411 Broadway, 22nd Floor 

New York, NY 10018

Toll free: 1-800-999-1877

: customer_relations@ninewest.com

www.ninewest.com

Nintendo

4600 150th Ave. NE 

Redmond, WA 98052

Toll free: 1-800-255-3700

www.nintendo.com

Nordstrom, Inc.

Customer Service

1600 7th Ave., Suite 2600 

Seattle, WA 98101

Toll free: 1-888-282-6060

www.nordstrom.com

North American Van Lines

Customer Service

PO Box 988 

Ft. Wayne, IN 46801-0988

Toll free: 1-800-348-2111

: customer.service@navl.com

www.northamerican.com

The North Face, Inc.

Customer Service

2701 Harbor Bay Pkwy. 

Alameda, CA 94502

Toll free: 1-888-863-1968

Toll free: 1-855-500-8639 (Warranties)

: tnfsupport@vfc.com

www.thenorthface.com

Northwestern Mutual Life Insurance 

Company

720 E. Wisconsin Ave. 

Milwaukee, WI 53202

Toll free: 1-866-950-4644

www.northwesternmutual.com

Norwegian Cruise Lines

Guest Relations

7665 Corporate Center Dr. 

Miami, FL 33126

Toll free: 1-866-625-1164

Toll free: 1-866-584-9756 (Special Needs)

www.ncl.com

Novartis Pharmaceuticals 

Corporation 

Customer Interaction Center

One Health Plaza 

East Hanover, NJ 07936

Toll free: 1-888-669-6682

www.pharma.us.novartis.com

Nutrisystem, Inc. 

Customer Service

600 Office Center Dr. 

Fort Washington, PA 19034

Toll free: 1-800-585-5483

: customerservice@nutrisystem.com

www.nutrisystem.com

O

Ocean Spray Cranberries, Inc. 

Consumer Affairs 

One Ocean Spray Dr. 

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

www.oceanspray.com

Ocwen Loan Servicing, LLC

PO Box 24736 

West Palm Beach, FL 33416-4736

Toll free: 1-800-746-2936

www.ocwencustomers.com

Office Depot, Inc.

6600 N. Military Trail 

Delray Beach, FL 33496

Toll free: 1-800-463-3768

www.officedepot.com

Old Navy

Customer Service

200 Old Navy Ln. 

Grove City, OH 43123

Toll free: 1-800-653-6289

TTY: 1-800-449-4253

: custserv@oldnavy.com

www.oldnavy.com

Olive Garden

See: Darden Restaurants

Toll free: 1-800-331-2729

www.olivegarden.com

Omni Hotels & Resorts

Guest Relations

4001 Maple Ave. 

Dallas, TX 75219

Toll free: 1-800-809-6664

www.omnihotels.com

1-800-FLOWERS

Customer Service

One Old Country Rd., Suite 500 

Carle Place, NY 11514

Toll free: 1-800-716-4851

www.1800flowers.com
86 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Orbitz, LLC 

Customer Service

500 W. Madison St., Suite 1000 

Chicago, IL 60661

Toll free: 1-844-663-2266

www.orbitz.com

Oster

See: Jarden Consumer Solutions, Inc. 

Toll free: 1-800-334-0759

www.oster.com

Outback Steakhouse

2202 N. West Shore Blvd., 5th Floor 

Tampa, FL 33607

813-282-1225

: news@outback.com

www.outback.com

Overstock.com

Customer Service

6350 S. 3000, E 

Salt Lake City, UT 84121

801-559-3816

Toll free: 1-800-843-2446

: customercare@overstock.com

www.overstock.com

P

P.F. Chang’s China Bistro, Inc.

7676 E. Pinnacle Peak Rd. 

Scottsdale, AZ 85255

Toll free: 1-866-732-4264

www.pfchangs.com

Panasonic Corporation of North 

America

Customer Experience 

661 Independence Pkwy. 

Chesapeake, VA 23320

Toll free: 1-800-211-7262

Toll free: 1-800-405-0652 (Online Store)

: panasonicwebcasesf@

us.panasonic.com

www.panasonic.com

Panera Bread

Customer Service

3630 S. Geyer Rd. 

St. Louis, MO 63127

Toll free: 1-855-372-6372

www.panerabread.com

Papa John’s International, Inc.

Customer Care

PO Box 99900 

Louisville, KY 40269-9990

Toll free: 1-877-547-7272

www.papajohns.com

PayPal.com

2211 N. First St.

San Jose, CA 95131

Toll free: 1-888-221-1161

www.paypal.com

PearleVision

Customer Services

4000 Luxottica Pl. 

Mason, OH 45040

Toll free: 1-800-937-3937

www.pearlevision.com

Pella Corp.

Customer Service

102 Main St. 

Pella, IA 50219

Toll free: 1-877-473-5527

www.pella.com

Pep Boys Auto

Customer Service

3111 W. Allegheny Ave. 

Philadelphia, PA 19132

Toll free: 1-800-737-2697

: contactus@pepboys.com

www.pepboys.com

Pepperidge Farm, Inc. 

See: Campbell Soup Company 

Toll free: 1-888-737-7374

www.pepperidgefarm.com

PepsiCo, Inc. 

700 Anderson Hill Rd. 

Purchase, NY 10577

Toll free: 1-800-433-2652

www.pepsico.com

Perdue Farms, Inc. 

Consumer Relations

PO Box 788 

Kings Mountain, NC 28086

Toll free: 1-800-473-7383

www.perdue.com

Perrigo 

515 Eastern Ave. 

Allegan, MI 49010

Toll free: 1-866-703-4222 (Vitamins)

Toll free: 1-800-719-9260 (Over the 

Counter)

Toll free: 1-866-634-9120 (Prescription 

Drugs)

Toll free: 1-800-272-5095 (Infant products)

Toll free: 1-800-224-7387 (Animal products)

www.perrigo.com

Petco

10850 Via Frontera 

San Diego, CA 92127

Toll free: 1-877-738-6742

www.petco.com

PetSmart, Inc.

Customer Service

19601 N. 27th Ave. 

Phoenix, AZ 85027

Toll free: 1-888-839-9638

: customercare@petsmart.com

www.petsmart.com

Pfizer, Inc.

Customer Service

235 E. 42 St. 

New York, NY 10017

212-733-2323 (Corporate)

Toll free: 1-800-879-3477 

www.pfizer.com

Pharmavite Corporation 

Consumer Affairs

PO Box 9606 

Mission Hills, CA 91346-9606

818-221-6200

Toll free: 1-800-276-2878 (Nature Made)

Toll free: 1-888-676-9569 (Soy Joy)

www.pharmavite.com

Philips Consumer Electronics 

North America

Customer Service

3000 Minuteman Rd. 

Andover, MA 01810

Toll free: 1-866-309-5962 (Televisions)

Toll free: 1-800-635-6156 (Life Line)

www.usa.philips.com

Pier 1 Imports 

Customer Service

100 Pier 1 Pl. 

Ft. Worth, TX 76102

Toll free: 1-800-245-4595

: CustomerService@pier1.com

www.pier1.com

Pinnacle Foods 

Consumer Relations

PO Box 971 

Miami, FL 33152

Toll free: 1-800-432-3102

www.pinnaclefoods.com

Pioneer Electronics Service, Inc.

Customer Service

1925 E. Dominguez St. 

Long Beach, CA 90810

Toll free: 1-800-228-7221

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Dr. 

Rome, GA 30161

Toll free: 1-800-747-3554

www.us.pirelli.com

Pizza Hut

7100 Corporate Dr. 

Plano, TX 75024

972-338-7700

Toll free: 1-800-948-8488

www.pizzahut.com
 SOCAP International Member Consumer Action Handbook 87

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Planet Fitness

Member Services

26 Fox Run Rd. 

Newington, NH 03801

Toll free: 1-844-880-7180

www.planetfitness.com

Playskool

See: Hasbro, Inc. 

Toll free: 1-800-752-9755

www.hasbro.com/en-us/brands/

playskool

Playstation

See: Sony Corporation of America 

Toll free: 1-800-345-7669

www.playstation.com

Playtex Products, Inc.

Consumer Affairs

5901 West Side Ave., Suite 400 

North Bergen, NJ 07047

Toll free: 1-888-310-4290

www.playtexproducts.com

PNC Bank

249 5th Ave., One PNC Plaza

Pittsburgh, PA 15222

Toll free: 1-888-762-2265 (Bank 

Accounts)

Toll free: 1-800-558-8472 (Credit cards)

TTY: 1-800-531-1648

www.pnc.com

Popeyes Louisiana Kitchen

Guest Hospitality

400 Perimeter Center Terrace, Suite 1000 

Atlanta, GA 30346

Toll free: 1-877-767-3937

www.popeyes.com

Post Holdings, Inc. 

Consumer Affairs 

20802 Kensington Blvd 

Lakeville, MN 55044

Toll free: 1-800-431-7678

www.postfoods.com

Prestige Brands

Consumer Affairs

660 White Plains Rd., Suite 205 

Tarrytown, NY 10591

www.prestigebrandsinc.com

Price Chopper Supermarkets 

Consumer Services

461 Nott St. 

Schenectady, NY 12308

Toll free: 1-800-666-7667

www.pricechopper.com

Priceline.com, LLC

800 Connecticut Ave. 

Norwalk, CT 06854

Toll free: 1-877-477-5807

www.priceline.com

Primerica

Client Service

1 Primerica Pkwy. 

Duluth, GA 30099

Toll free: 1-800-257-4725 (Life Insurance)

Toll free: 1-800-544-5445 (Investments)

: plic@primerica.com

www.primerica.com

Princess Cruise Lines

Customer Relations

24305 Town Center Dr. 

Santa Clarita, CA 91355

Toll free: 1-800-774-6237

: customerrelations@

princesscruises.com

www.princess.com

The Procter & Gamble Company 

Consumer Relations

PO Box 599 

Cincinnati, OH 45202

513-983-1100

Toll free: (phone numbers appear on 

labels)

www.us.pg.com

The Progressive Corporation

Customer Service

6300 Wilson Mills Rd. 

Mayfield Village, OH 44143

Toll free: 1-800-776-4737

www.progressive.com

Prudential Financial, Inc.

One Corporate Dr. 

Shelton, CT 06484

Toll free: 1-800-778-2255 (Insurance)

Toll free: 1-888-778-2888 (Annuities)

Toll free: 1-800-732-0416 (Long term 

care)

TTY: 1-800-778-8633

www.prudential.com

Public Storage

Customer Service

PO Box 25050 

Glendale, CA 91221-5050

Toll free: 1-800-567-0759

www.publicstorage.com

Publishers Clearing House 

Consumer Affairs

101 Winners Circle 

Port Washington, NY 11050

Toll free: 1-800-459-4724

: abuse@pch.com (Sweepstakes 

scams using PCH name)

www.pch.com

Publix Super Markets 

Customer Care

PO Box 407 

Lakeland, FL 33802-0407

Toll free: 1-800-242-1227

www.publix.com

PVH Corporation

Customer Services

1001 Frontier Rd., Mail Stop 44 

Bridgewater, NJ 08807

Toll free: 1-800-388-9122 (Van Heusen)

Toll free: 1-800-866-7292 (Izod)

Toll free: 1-866-214-6694 (Calvin Klein)

Toll free: 1-800-866-6922 (Tommy 

Hilfiger)

www.pvh.com

Q

The Quaker Oats Company

PO Box 049003 

Chicago, IL 60604-9003

Toll free: 1-800-367-6287

www.quakeroats.com

Quizno’s

7595 Technology Way, Suite 200 

Denver, CO 80237

720-359-3300 (Headquarters)

Toll free: 1-866-486-2783

www.quiznos.com

QVC, Inc.

Customer Service

1200 Wilson Dr. at Studio Park 

West Chester, PA 19380

Toll free: 1-888-345-5788

TTY: 800-544-3316

www.qvc.com

R

Radisson Hotels

Customer Care

11340 Blondo St., Suite 100 

Omaha, NE 68164

Toll free: 1-888-288-8889

www.radisson.com

Ralph Lauren Corporation

Customer Assistance

625 Madison Ave. 

New York, NY 10022

Toll free: 1-888-475-7674

: CustomerAssistance@

RalphLauren.com

www.ralphlauren.com

Ramada Inn

See: Wyndham Hotel Group 

Toll free: 1-800-828-6644

www.ramada.com

Rayovac Corporation

Consumer Services

PO Box 620992 

Middleton, WI 53562-0992

Toll free: 1-800-237-7000

www.rayovac.com
88 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Reckitt Benckiser Group PLC 

Consumer Relations

PO Box 224 

Parsippany, NJ 07054-0224

Toll free: 1-800-228-4722

www.rb.com

Red Lobster

Guest Relations

PO Box 4969 

Orlando, FL 32801-4969

Toll free: 1-800-562-7837

www.redlobster.com

Red Robin Gourmet Burgers 

6312 S. Fiddler’s Green Circle 

Suite 200 N

Greenwood Village, CO 80111

Toll free: 1-877-733-6543

TTY: 1-866-251-3752

www.redrobin.com

Reebok, Inc.

See: Adidas America, Inc.

Toll free: 1-866-870-1743

www.reebok.com

Regent Seven Seas Cruises

7665 Corporate Center Dr. 

Miami, FL 33126

Toll free: 1-844-473-4368

www.rssc.com

Remington Products Company

Consumer Services

PO Box 1

DeForest, WI 53532

Toll free: 1-800-392-6544

: contactus@remingtonproducts.

com

www.remington-products.com

Rent-A-Center

Customer Care

5501 Headquarters Dr. 

Plano, TX 75024

Toll free: 1-800-422-8186

www.rentacenter.com

Residence Inn

See: Marriott International, Inc. 

www.residenceinn.com

Revlon, Inc. 

Consumer Affairs

1501 Williamsboro St. 

Oxford, NC 27565

Toll free: 1-800-473-8566

www.revlon.com

Rich Products

Consumer Relations

PO Box 20670 

St. Simons Island, GA 31522

Toll free: 1-888-732-7251

: rsp-consumer.relations@rich.com

Rite Aid Corporation

Customer Support

30 Hunter Ln. 

Camp Hill, PA 17011

717-761-2633

Toll free: 1-800-748-3243

www.riteaid.com

Roku, Inc.

150 Winchester Circle

Los Gatos, CA 95032

Toll free: 1-888-600-7658

: customerservice@roku.com

www.roku.com

Royal Caribbean Cruises Ltd.

Corporate Guest Relations

1050 Caribbean Way 

Miami, FL 33132

Toll free: 1-800-256-6649

www.royalcaribbean.com

S

SafeAuto Insurance

Customer Service

PO Box 182109 

Columbus, OH 43218-2109

Toll free: 1-800-723-3288

: CSD@safeauto.com

www.safeauto.com

Safeway, Inc.

Customer Service Center

MS 10501 PO Box 29093

Phoenix, AZ 85038

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

: servi ce@saks.com

www.saks.com

Sam’s Club

Member Service 

2101 S.E. Simple Savings Dr.

Bentonville, AR 72716-0745

Toll free: 1-888-746-7726

www.samsclub.com

Samsung Electronics America

Customer Service and Technical 

Support

85 Challenger Rd. 

Ridgefield Park, NJ 07660

Toll free: 1-800-726-7864

TTY: 1-888-899-7608

www.samsung.com

Sargento Foods, Inc. 

Consumer Affairs

One Persnickety Place 

Plymouth, WI 53073

Toll free: 1-800-243-3737

www.sargento.com

SC Johnson and Son, Inc. 

1525 Howe St. 

Racine, WI 53403

Toll free: 1-800-558-5252

www.scjohnson.com

The Schwan Food Company 

Customer Service

115 W. College Dr. 

Marshall, MN 56258

Toll free: 1-800-533-5290

www.theschwanfoodcompany.com

The Scotts Company 

Help Center

14111 Scottslawn Rd. 

Marysville, OH 43041

Toll free: 1-888-270-3714

www.scotts.com

Seabourn Cruise Line

Guest Relations

300 Elliott Ave. W 

Seattle, WA 98119

Toll free: 1-866-755-5619

: guestrelations@seabourn.com

www.seabourn.com

Sealy Corporation

Consumer Support

One Office Parkway at Sealy Dr. 

Trinity, NC 27370

Toll free: 1-800-697-3259

: consumersupport@sealy.com

www.sealy.com

Sears

Executive Customer Relations

3333 Beverly Rd. 

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505 (Retail)

Toll free: 1-800-697-3277 (Online)

www.sears.com

Seneca Foods Corporation

Consumer Affairs

100 Gambee Rd. 

Geneva, NY 14456

315-926-8100

Toll free: 1-800-872-1110

: customer_service@senecafoods.

com

www.senecafoods.com
 SOCAP International Member Consumer Action Handbook 89

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Serta, Inc.

Customer Service

Three Golf Center #392 

Hoffman Estates, IL 60169

Toll free: 1-888-557-3782

www.serta.com

7-Eleven, Inc

Customer Relations

PO Box 711

Dallas, TX 75221-0711

972-828-7011

Toll free: 1-800-255-0711

www.7-Eleven.com

Sharp Electronics Corporation

Customer Service

One Sharp Plaza 

Mahwah, NJ 07495

Toll free: 1-800-237-4277

www.sharpusa.com

Sheraton Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc. 

Toll free: 1-800-325-3535

www.sheraton.com

Shiseido

900 Third Ave., 15th Floor 

New York, NY 10022

Toll free: 1-866-758-5966

: customerservice@shiseidousa.com

www.shiseido.com

Simmons Bedding Company

Consumer Services

One Concourse Pkwy., Suite 800 

Atlanta, GA 30328

Toll free: 1-877-399-9397

: customerassistance@simmons.com

www.simmons.com

SlimFast Foods Company

Toll free: 1-800-754-6327

www.slimfast.com

Sling Television

9601 S. Meridian Blvd. 

Englewood, CO 80112

Toll free: 1-888-309-0838

: support@sling.com

www.sling.com

Smithfield Foods

200 Commerce St. 

Smithfield, VA 23430

Toll free: 1-855-411-7675

: consumeraffairs@smithfield.com

www.smithfield.com

Sonesta International Hotels 

Corporation

255 Washington St. 

Newton, MA 02458

Toll free: 1-800-766-3782

www.sonesta.com

Sony Corporation of America

11 Madison Ave. 

New York, NY 10010

Toll free: 1-888-476-6972

Toll free: 1-888-715-7669

www.sony.com

Southwest Airlines

Customer Relations 

PO Box 36647-1CR 

Dallas, TX 75235

Toll free: 1-855-234-4654

Toll free: 1-800-435-9792 (Baggage)

TTY: 1-800-533-1305

www.southwest.com

Spirit Airlines

2800 Executive Way 

Miramar, FL 33025

801-401-2220

: support@spirit.com

www.spiritair.com

Sprint

KSOPHT0101-Z4300 

6391 Sprint Pkwy.

Overland Park, KS 66251-4300

Toll free: 1-888-211-4727 (Mobile 

Phones)

Toll free: 1-877-877-8748 (Wireline 

Service)

Toll free: 1-855-639-4644 (Prepaid 

Service)

www.sprint.com

Stanley Black & Decker, Inc.

1000 Stanley Dr. 

New Britain, CT 06053

860-225-5111

www.stanleyblackanddecker.com

Staples, Inc.

Consumer Affairs

500 Staples Dr. 

Framingham, MA 01702

Toll free: 1-800-333-3330

www.staples.com

Starbucks

Customer Service

PO Box 6363 

Dover, DE 19905-6363

Toll free: 1-800-782-7282

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc. 

Customer Service

PO Box 6020 

Lancaster, CA 93539-6020

Toll free: 1-800-328-6242

: starwood.preferred.guest@

starwoodhotels.com

www.starwoodhotels.com

State Farm

Customer Service

One State Farm Plaza 

Bloomington, IL 61710

309-766-2311

Toll free: 1-800-782-8332

www.statefarm.com

Stop & Shop Supermarket 

Company, Inc.

Consumer Relations

1385 Hancock St. 

Quincy, MA 02169

Toll free: 1-800-767-7772

www.stopandshop.com

StubHub, Inc.

199 Fremont St., Floor 4 

San Francisco, CA 94105

Toll free: 1-866-788-2482

www.stubhub.com

Subway

325 Sub Way 

Milford, CT 06461

Toll free: 1-800-888-4848

www.subway.com

Suntrust

PO Box 85024 

Richmond, VA 23285-5024

Toll free: 1-800-786-8787

TTY: 1-800-854-8965

www.suntrust.com

T

T-Mobile Wireless

Customer Relations

PO Box 37380 

Albuquerque, NM 87176-7380

Toll free: 1-877-453-1304 

TTY: 1-877-296-1018

www.tmobile.com

Taco Bell

Customer Relations

1 Glen Bell Way 

Irvine, CA 92618

Toll free: 1-800-822-6235

www.tacobell.com

Talbots

Customer Service Department

One Talbots Dr. 

Hingham, MA 02043

781-741-4028

Toll free: 1-800-992-9010

TTY: 1-800-624-9179

: customer.service@talbots.com

www.talbots.com
90 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

Target Stores

Guest Relations and Quality Assurance

PO Box 9350 

Minneapolis, MN 55440

Toll free: 1-800-440-0680

TTY: 1-800-755-5852

: guest.relations@target.com

www.target.com

TD Ameritrade

Investor Services

PO Box 2209 

Omaha, NE 68103-2209

Toll free: 1-800-669-3900

TTY: 1-888-723-8503

www.tdameritrade.com

TD Bank, N.A.

Customer Service

PO Box 219 

Lewiston, ME 04243-0219

Toll free: 1-888-751-9000

www.tdbank.com

TEAC America, Inc.

Customer Service

1834 Gage Rd. 

Montebello, CA 90640

323-726-0303

: custser@teac.com or dsvce@teac.

com (Service and Repair)

www.teac.com

Teleflora

Customer Service

11444 West Olympic Blvd. 4th Floor 

Los Angeles, CA 90064

Toll free: 1-800-493-5610

www.teleflora.com

TGI Friday’s

Guest Relations

4201 Marsh Ln. 

Carrollton, TX 75007

Toll free: 1-800-374-3297

: tgifguestrelations@cybercrs.net

www.tgifridays.com

365 by Whole Foods Market Inc.

See: Whole Foods Market 

www.365bywfm.com

3M

Customer Service

3M Center 

St. Paul, MN 55144

Toll free: 1-800-364-3577

www.3m.com

Thrifty Car Rental

Customer Service

PO Box 26120 

Oklahoma City, OK 73126

Toll free: 1-800-334-1705

www.thrifty.com

Thrivent

Member Relations

4321 N. Ballard Rd. 

Appleton, WI 54919

Toll free: 1-800-847-4836

 www.thrivent.com

TicketMaster

Fan Support

1000 Corporate Landing 

Charleston, WV 25311

Toll free: 1-800-653-8000

www.ticketmaster.com

Time Warner Cable Enterprises, 

LLC

60 Columbus Circle, 16th Floor 

New York, NY 10023

Toll free: 1-800-892-4357

www.timewarnercable.com

TJ Maxx

See: TJX Companies, Inc. 

Toll free: 1-800-926-6299

www.tjmaxx.com

TJX Companies, Inc.

770 Cochituate Rd. 

Framingham, MA 01701

508-390-1000

www.tjx.com

The Toro Company 

Customer Care

8111 Lyndale Ave., S 

Bloomington, MN 55420

Toll free: 1-888-384-9939

www.toro.com

Toshiba America

Digital Products Division

9740 Irvine Blvd. 

Irvine, CA 92618

Toll free: 1-800-457-7777 (Computers)

Toll free: 1-800-631-3811 (TVs)

www.tacp.toshiba.com

Toys “R” Us

Customer Relations

One Geoffrey Way 

Wayne, NJ 07470

973-617-3500

Toll free: 1-800-869-7787

: contactus@toysrus.com

www.toysrus.com

Trader Joe’s

PO Box 5049 

Monrovia, CA 91017

626-599-3817

www.traderjoes.com

Trane

Consumer Relations

PO Box 4400 

Bridgeton, MO 63044

Toll free: 1-800-945-5884

www.trane.com

TransUnion, LLC

Consumer Solutions

PO Box 2000 

Chester, PA 19016

Toll free: 1-800-888-4213 (Obtain a 

Report)

Toll free: 1-800-916-8800 (Disputes)

Toll free: 1-800-680-7289 (Frauds)

www.transunion.com

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 

Hartford, CT 06183

Toll free: 1-866-336-2077 (Customer 

Advocacy)

Toll free: 1-800-252-4633 (Claim Inquiry)

www.travelers.com

Travelocity.com LP

Customer Care

5400 LBJ Fwy., Suite 500 

Dallas, TX 75240

Toll free: 1-888-872-8356

www.travelocity.com

Travelodge

See: Wyndham Hotel Group

Toll free: 1-800-835-2424

www.travelodge.com

Travelzoo 

590 Madison Ave. 

New York, NY 10022

Toll free: 1-877-665-0000

: support@travelzoo.com

www.travelzoo.com

True Value Company

Customer Service

8600 W. Bryn Mawr Ave. 

Chicago, IL 60631

Toll free: 1-800-897-3112

www.truevalue.com

TruGreen Lawn Care

860 Ridge Lake Blvd. 

Memphis, TN 38120

Toll free: 1-800-458-4186

www.trugreen.com

24 Hour Fitness

Member Services

PO Box 2689 

Carlsbad, CA 92018

Toll free: 1-800-432-6348

www.24hourfitness.com
 SOCAP International Member Consumer Action Handbook 91

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS

Twitter.com

1355 Market St., Suite 900

San Francisco, CA 94103

415-222-9670

www.twitter.com

Tyson Foods 

Consumer Relations 

PO Box 2020, CP631 

Springdale, AR 72765-2020

Toll free: 1-800-233-6332

: comments@tyson.com

www.tyson.com

U

U-Haul International

Customer Service

2727 N. Central Ave.

Phoenix, AZ 85004

Toll free: 1-800-789-3638

www.uhaul.com

U.S. Cellular

Customer Service

8410 W. Bryn Mawr Ave. 

Chicago, IL 60631-3486

Toll free: 1-888-944-9400

www.uscellular.com

Uber

1455 Market St. 

San Francisco, CA 94103

Toll free: 1-800-353-8237

www.uber.com

Under Armour, Inc.

Customer Service

1020 Hull St., Suite 300 

Baltimore, MD 21230

Toll free: 1-888-727-6687

: customerservice@underarmour.

com

www.underarmour.com

Unilever 

Consumer Services

920 Sylvan Ave. 

Englewood Cliffs, NJ 07632

Toll free: 1-800-298-5018

www.unilever.com

Uniroyal Tires

Consumer Care

PO Box 19001 

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

United Airlines

Customer Care

900 Grand Plaza Dr., NHCCR 

Houston, TX 77067

Toll free: 1-800-864-8331

Toll free: 1-800-335-2247 (Baggage)

Toll free: 1-877-624-2660 (Post-travel 

Feedback)

TTY: 1-800-323-0170

www.united.com

United Healthcare 

www.uhc.com

United Parcel Service (UPS)

Customer Service

55 Glenlake Pkwy., NE 

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056

www.ups.com

United Van Lines, Inc.

Claim Dept.

Toll free: 1-800-325-9970 (Claims)

Toll free: 1-877-740-3040

www.unitedvanlines.com

Uno Pizzeria & Grill

100 Charles Park Rd. 

Boston, MA 02132

617-323-9200

: mail@unos.com

www.unos.com

US Bancorp

US Bancorp Center 

800 Nicollet Mall

Minneapolis, MN 55402

Toll free: 1-800-872-2657

TTY: 1-800-685-5065

www.usbank.com

USAA Federal Savings Bank

10750 McDermott Fwy. 

San Antonio, TX 78288

210-531-8722

Toll free: 1-800-531-8722

www.usaa.com

V

Vanguard

Client Support 

PO Box 1110 

Valley Forge , PA 19482-1110

Toll free: 1-877-662-7447

TTY: 1-800-749-7273

www.vanguard.com

Vera Bradley 

Customer Service

11222 Stonebridge Rd. 

Roanoke, IN 46783

Toll free: 1-888-855-8372

: customercare@verabradley.com

www.verabradley.com

Verizon Communications, Inc.

Residential Phone, Internet and TV

PO Box 4846

Trenton, NJ 08650-4846

Toll free: 1-800-837-4966

TTY: 1-800-974-6006

www.verizon.com

Verizon Wireless

Correspondence Team 

PO Box 5029 

Wallingford, CT 06492

TTY: 1-888-262-1999

www.verizonwireless.com

Viking Cruises

Customer Service

5700 Canoga Ave.

Woodland Hills, CA 91367

Toll free: 1-855-338-4546

www.vikingcruises.com

Virgin Atlantic Airways, Ltd.

PO Box 570 

Canton, MA 02021

Toll free: 1-888-747-7474

: customer.relations.us@fly.virgin.

com

www.virgin-atlantic.com

Virgin Mobile USA, LLP

Customer Care

PO Box 4600 

Reston, VA 20195

Toll free: 1-888-322-1122

www.virginmobileusa.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 8999 

San Francisco, CA 94128

Toll free: 1-800-847-2911

: askvisausa@visa.com

www.visa.com

Vizio

39 Tesla

Irvine, CA 92618

Toll free: 1-855-833-3221

: techsupport@vizio.com

www.vizio.com

Vonage

Customer Care

23 Main St. 

Holmdel, NJ 07733

Toll free: 1-866-243-4357

www.vonage.com
92 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

The Vons Companies, Inc.

See: Safeway, Inc. 

Toll free: 1-877-723-3929

www.vons.com

Voya

230 Park Ave. 

New York, NY 10169

Toll free: 1-800-584-6001 (Retirement 

Plans)

Toll free: 1-877-886-5050 (Life 

Insurance)

www.voya.com

W

W Hotels

See: Starwood Hotels & Resorts 

Worldwide

Toll free: 1-877-946-8357

www.whotels.com

Wakefern Food Corp. 

Customer Service

PO Box 7812 

Edison, NJ 08818

908-527-3300

www.wakefern.com

Wal-Mart Stores, Inc.

Customer Service

702 SW 8th St. 

Bentonville, AR 72716

Toll free: 1-800-925-6278

Toll free: 1-800-966-6546 (Online Store)

www.walmart.com

Walgreens 

Consumer Relations

1419 Lake Cook Rd. Mail Stop #L390

Deerfield, IL 60015

Toll free: 1-800-925-4733 

www.walgreens.com

Wayfair, LLC

4 Copley Pl., Floor 7 

Boston , MA 02116

Toll free: 1-866-263-8325

www.wayfair.com

Wegmans Food Markets

Consumer Affairs

1500 Brooks Ave. 

PO Box 30844

Rochester, NY 14603-0844

Toll free: 1-800-934-6267

www.wegmans.com

Weight Watchers International

Corporate Affairs

675 Sixth Ave., 6th Floor 

New York, NY 10010

Toll free: 1-800-651-6000

www.weightwatchers.com

Wells Fargo Company 

Customer Service

PO Box 560948 

Charlotte, NC 28256

Toll free: 1-800-869-3557

TTY: 1-800-877-4833

www.wellsfargo.com

The Wendy’s Group

Customer Service

One Dave Thomas Blvd. 

Dublin, OH 43017

Toll free: 1-888-624-8140

www.wendys.com

Western Union Financial Services, 

Inc.

Customer Advocate Department

PO Box 6036 

Englewood, CO 80112

Toll free: 1-800-325-6000

TTY: 1-800-877-8973

: customeradvocatedept@

westernunion.com

www.westernunion.com

Westin

See: Starwood Hotels & Resorts 

Worldwide, Inc. 

Toll free: 1-800-937-8461

www.westin.com

Whirlpool Corporation

Customer Service

553 Benson Rd. 

Benton Harbor, MI 49022

Toll free: 1-866-698-2538

www.whirlpool.com

Whitewave Foods 

Consumer Affairs

1225 17th St., Suite 1000 

Denver, CO 80202

Toll free: 1-800-878-9762

Toll free: 1-888-820-9283

www.whitewave.com

Whole Foods Market, Inc.

Customer Service

550 Bowie St. 

Austin, TX 78703

512-477-4455

www.wholefoods.com

Williams-Sonoma, Inc.

Customer Service

3250 Van Ness Ave. 

San Francisco, CA 94109

Toll free: 1-877-812-6235

: customerservice@williamssonoma.com

www.williams-sonoma.com

Wrangler

Consumer Relations

PO Box 21488 

Greensboro, NC 27420

Toll free: 1-888-784-8571

www.wrangler.com

Wyndham Hotel Group

Customer Service

1910 8th Ave., NE 

Aberdeen, SD 57401

Toll free: 1-800-347-7559

www.wyndhamworldwide.com

X

Xbox

See: Microsoft Corporation 

Toll free: 1-800-469-9269

TTY: 1-866-740-9269

www.xbox.com

Y

Yahoo! Online

Customer Care

701 First Ave. 

Sunnyvale, CA 94089

408-349-5070

www.yahoo.com

Yokohama Tire USA 

Consumer Affairs

1 MacArthur Pl., Suite 800 

Santa Ana, CA 92707

Toll free: 1-800-722-9888

www.yokohamatire.com

YUM! Brands, Inc.

Customer Relations

1900 Colonel Sanders Lane 

Louisville, KY 40213

502-874-8300

www.yum.com

Z

Zappos.com

Customer Loyalty

400 Stewart Ave. 

Las Vegas, NV 89101

Toll free: 1-800-927-7671

: cs@zappos.com

www.zappos.com

Zipcar

35 Thomson Pl. 

Boston, MA 02210

Toll free: 1-866-494-7227

www.zipcar.com

CORPORATE CONSUMER CONTACTS
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 93

FEDERAL AGENCIES

FEDERAL AGENCIES

Contact Federal Agencies

Many federal agencies have enforcement and/or 

complaint-handling duties for products and services 

used by the general public. Others act for the benefit 

of the public, but do not resolve individual consumer 

problems. Agencies also create printed publications, 

and websites that may be helpful when making purchase 

decisions or dealing with consumer problems. Some 

agencies provide timely information to citizens through 

profile pages and videos on social media outlets, blogs, 

text messages, and news feeds. Call toll free 1-844-872-

4681 to get help determining the right agency to contact. 

Commission on Civil Rights

Public Affairs Unit

1331 Pennsylvania Ave., NW

Suite 1150

Washington, DC 20425

202-376-7700

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (Complaint Referrals)

TTY: 1-800-877-8339 (Complaint Referral)

: referrals@usccr.gov

www.usccr.gov

The U.S. Commission on Civil Rights is an independent, 

bipartisan agency that monitors federal civil rights 

enforcement. The agency’s complaint referral services 

puts you in contact with an office that can help you file a 

discrimination complaint.

Consumer Financial Protection Bureau (CFPB)

PO Box 4503

Iowa City, IA 52244

Toll free: 1-855-411-2372 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-855-729-2372

www.consumerfinance.gov

The CFPB ensures that financial products and services work 

for consumers. The Bureau provides educational materials 

and accepts complaints. It supervise banks, lenders, credit 

unions, credit reporting agencies, debt collection companies, 

and credit and debt repair services. CFPB also makes loan 

disclosures clearer so consumers can understand their 

rights and responsibilities.

Consumer Product Safety Commission (CPSC)

4330 East West Hwy.

Bethesda, MD 20814

301-504-7923

Toll free: 1-800-638-2772 (8:00 am - 5:30 pm, ET)

TTY: 301-595-7054

www.cpsc.gov

www.recalls.gov (Government recalls)

www.saferproducts.gov (Report incidents, injuries or 

safety concerns)

www.cpsc.gov/es/SeguridadConsumidor (in Spanish)

The CPSC protects the public from unreasonable risks of 

serious injury or death from thousands of types of consumer 

products, including products that pose a fire, electrical, 

chemical, or mechanical hazard or can injure children.

Department of Agriculture (USDA)

Center for Nutrition Policy and Promotion (CNPP)

3101 Park Center Dr., 10th Floor

Alexandria, VA 22302

703-305-7600

Toll free: 1-888-779-7264

www.cnpp.usda.gov

www.choosemyplate.gov (Dietary Guidelines)

www.supertracker.usda.gov (Food and exercise tracker)

The CNPP develops and promotes dietary guidance to 

improve the health and well-being of consumers.

Food and Nutrition Service (FNS)

3101 Park Center Dr.

Alexandria, VA 22302

703-305-2062

www.fns.usda.gov

FNS provides children and low-income people access to 

food, a healthful diet, and nutrition education. The agency 

manages several programs, including Supplemental 

Nutrition Assistance Program (SNAP), school meals, and 

Women, Infants and Children (WIC).

Meat and Poultry Hotline

Food Safety and Inspection Service

1400 Independence Ave., SW

Washington, DC 20250

Toll free: 1-888-674-6854 (10:00 am - 4:00 pm, ET)

: mphotline.fsis@usda.gov

www.fsis.usda.gov

This hotline answers questions about the safe storage, 

handling, and preparation of meat, poultry, and egg products 

to help you prevent foodborne illness.

National Institute of Food and Agriculture (NIFA)

1400 Independence Ave., SW

Mail Stop 2201

Washington, DC 20250

www.nifa.usda.gov

www.nifa.usda.gov/partners-and-extension-map

(Find local Extension offices)

www.extension.org (Information from extension 

educators)

NIFA shares research-based information on health, nutrition, 

and personal finance topics through a network of county 

extension offices. The educators in extension offices 

conduct workshops, create, and distribute publications. 

Check the county government listings in your local telephone 

directory to find your local Cooperative Extension office.
94 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Department of Commerce (DOC)

Seafood Inspection Program

National Oceanic and Atmospheric Administration (NOAA)

1315 East West Hwy.

Silver Spring, MD 20910

301-427-8300

Toll free: 1-800-422-2750

: NMFS.Seafood.Services@noaa.gov

www.seafood.nmfs.noaa.gov

www.fishwatch.gov (Choose seafood)

The Seafood Inspection Program offers consumer tips on 

purchasing, storing, and preparing fish and shellfish.

United States Patent and Trademark Office (USPTO)

PO Box 1450

Alexandria, VA 22313-1450

Toll free: 1-800-786-9199 (M-F, 8:30 am - 8:00 pm, ET)

TTY: 1-800-877-8339

: usptoinfo@uspto.gov

www.uspto.gov

The USPTO grants patents for intellectual property and 

trademarks for brand names symbols, protecting the rights of 

inventors and designers.

Department of Education (ED)

The Education Publications Center (EDPUBS)

PO Box 22207

Alexandria, VA 22304

Toll free: 1-877-433-7827 (9:00 am - 6:00 pm, ET, English and 

Spanish)

TTY: 1-877-576-7734

: customerservice@edpubs.gov

www.edpubs.gov

EDPUBS offers free publications and resources from the 

U.S. Department of Education.

Federal Student Aid Information Center

PO Box 84

Washington, DC 20044

334-523-2691

Toll free: 1-800-433-3243 (English and Spanish)

TTY: 1-800-730-8913 (English and Spanish)

www.studentaid.ed.gov

www.fafsa.ed.gov (Free Application for Federal Student 

Aid)

Federal Student Aid provides grants, work-study, and federal 

loans for students attending career schools, colleges, and 

universities. The agency also oversees the Free Application 

for Federal Student Aid (FAFSA).

Office for Civil Rights (OCR)

400 Maryland Ave., SW

Washington, DC 20202-1100

202-245-6100

Toll free: 1-800-421-3481

TTY: 1-800-877-8339

: ocr@ed.gov

www.ed.gov/ocr

The OCR ensures equal access to education and resolves 

complaints of discrimination.

Office of Career, Technical, and Adult Education 

(OCTAE)

400 Maryland Ave., SW

Washington, DC 20202

202-245-7700

Toll free: 1-800-872-5327 (Multiple languages)

: octae@ed.gov

www2.ed.gov/octae

OCTAE administers and coordinates programs that are 

related to adult education and literacy, career and technical 

education, and community colleges.

Office of Postsecondary Education (OPE)

400 Maryland Ave., SW

Washington, DC 20202

202-453-6914

www2.ed.gov/ope

www.ed.gov/accreditation (Searchable Accreditation 

Database)

OPE develops programs to increase access to postsecondary 

education. This office works with state accreditation 

agencies to recognize institutions of higher learning that 

provide quality education, and provides a searchable 

database of accredited postsecondary institutions and 

programs.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202

202-245-7468

www2.ed.gov/osers

OSERS provides resources to parents and individuals, school 

districts and states in three main areas: special education, 

vocational rehabilitation, and research.

Department of Energy (DOE)

Energy Efficiency and Renewable Energy (EERE)

Office of the Assistant Secretary

Department of Energy

Mail Stop EE-1

Washington, DC 20585

202-586-9220

energy.gov/eere/office-energy-efficiency-renewableenergy

energy.gov/energysaver/energy-saver (Energy Saver)

EERE provides tips and information on products, services, 

rebates, and tax credits to save money and energy.

Department of Health and Human Services 

(HHS)

Centers for Disease Control and Prevention (CDC)

1600 Clifton Rd.

Atlanta, GA 30329-4027

Toll free: 1-800-232-4636 (8:00 am - 8:00 pm, ET, in English and 

Spanish)

TTY: 1-888-232-6348

www.cdc.gov

www.cdc.gov/spanish (in Spanish)
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 95

FEDERAL AGENCIES

FEDERAL AGENCIES

www.cdc.gov/std (Sexually transmitted diseases 

resources)

www.cdc.gov/std/Spanish (Sexually transmitted 

diseases resources, in Spanish)

www.cdc.gov/hiv (HIV and AIDs research and resources)

www.cdc.gov/hiv/spanish (HIV and AIDs research and 

resources, in Spanish)

CDC protects the country from health, safety, and security 

threats. The CDC also promotes healthy behaviors and 

communities. This agency also conducts research and 

provides resources for people that live with HIV, AIDs, and 

sexually transmitted diseases.

Health Resources and Services Administration 

(HRSA)

5600 Fishers Ln.

Rockville, MD 20857

www.hrsa.gov

findahealthcenter.hrsa.gov (Find a local health center)

HRSA improves access to health care services for people 

that are geographically isolated, uninsured, or medically 

vulnerable.

HHS-TIPS Fraud Hotline

Office of Inspector General

Attn: OIG Hotline Operations

PO Box 23489

Washington, DC 20026

Toll free: 1-800-447-8477

TTY: 1-800-377-4950

www.oig.hhs.gov

www.stopmedicarefraud.gov (Report Medicare Fraud)

The Office of Inspector General (OIG) protects the integrity 

of HHS programs, as well as the health and welfare of those 

programs’ beneficiaries.

HIV.gov

330 C Street, SW Room L100

Washington, DC 20024

www.hiv.gov

HIV.gov works to increase knowledge about HIV/AIDS and 

access to HIV services for people at-risk for or living with HIV.

National Health Information Center

1101 Wootton Pkwy., Suite LL100

Rockville, MD 20852

240-453-8280

: nhic@hhs.gov

www.health.gov/nhic

www.healthfinder.gov (Tools for healthy living)

www.healthfinder.gov/espanol (in Spanish)

NHIC is a health information referral service that links 

consumers and health professionals with organizations best 

able to provide answers to their health-related questions.

Office for Civil Rights (OCR)

200 Independence Ave., SW

Room 509F, HHH Building

Washington, DC 20201

Toll free: 1-800-368-1019

TTY: 1-800-537-7697

: ocrmail@hhs.gov

www.hhs.gov/ocr

OCR helps to protect you from discrimination in certain 

healthcare and social service programs as well as protects 

the privacy of your health information.

Substance Abuse and Mental Health Services 

Administration (SAMHSA)

5600 Fishers Lane

Rockville, MD 20857

Toll free: 1-877-726-4727

Toll free: 1-800-273-8255 (Suicide Prevention)

TTY: 1-800-487-4889

TTY: 1-800-799-4889 (Suicide Prevention Lifeline)

www.samhsa.gov

SAMHSA helps people that live with mental illness or are 

dealing with substance abuse. The agency works to connect 

mental health professionals and treatment centers with 

people that need their services through a referral hotline and 

an online treatment center locator.

Vaccines.gov

www.vaccines.gov

Vaccines.gov provides information about vaccines, 

vaccinations, and immunizations through each stage of life.

Administration for Children & Families (ACF)

330 C St., SW

Washington, DC 20201

www.acf.hhs.gov

The ACF funds state, territory, local, and tribal organizations 

to provide family assistance (welfare), child support, child 

care, Head Start, child welfare, and other programs relating 

to children and families.

Child Welfare Information Gateway

Administration for Children & Families (ACF)

Children’s Bureau / ACYF

330 C St., SW

Washington, DC 20201

Toll free: 1-800-394-3366 (9:30 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 Safeline (NRS)

Administration for Children & Families (ACF)

3141B N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-786-2929 (24 hrs./7 days a week)

www.1800runaway.org

NRS helps keep America’s runaway and at-risk youth 

safe and off the streets. The organization is the federally 

designated national communication system for runaway and 

homeless youth.
96 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Office of Child Support Enforcement (OCSE)

Administration for Children & Families (ACF)

330 C St., SW

Washington, DC 20201

202-401-9373

: ocsehotline@acf.hhs.gov

www.acf.hhs.gov/programs/css

OCSE assures financial and medical support to children. The 

office locates parents, establishes paternity, and enforcing 

support obligations.

Administration for Community Living (ACL)

330 C St., SW

Washington, DC 20201

202-401-4634

: aclinfo@acl.hhs.gov

www.acl.gov

Administration on Aging (AoA)

www.aoa.gov

The AoA promotes the well-being of older individuals by 

providing services and programs designed to help them live 

independently in their homes and communities.

Eldercare Locator

Administration on Aging (AoA)

Toll free: 1-800-677-1116 (M-F, 9:00 am - 8:00 pm ET)

: eldercarelocator@n4a.org

www.eldercare.gov

The Eldercare Locator is a free national service that offers 

resources to help older persons live independently and 

supports caregivers. The Eldercare Locator is a public 

service of the Administration on Aging.

Centers for Medicare & Medicaid Services (CMS)

7500 Security Blvd.

Baltimore, MD 21244

www.cms.gov

Center for Medicaid and CHIP Services (CMCS)

Toll free: 1-877-267-2323

TTY: 1-866-226-1819

www.medicaid.gov

www.insurekidsnow.gov (health insurance for children)

CMCS is the federal agency responsible for Medicaid 

and Child Health Insurance Programs (CHIP). Medicaid 

and CHIP provide health insurance for people with lower 

incomes, children, pregnant women, the elderly, and people 

with disabilities. Eligibility is determined by each state.

Medicare Service Center

Toll free: 1-800-633-4227

TTY: 1-877-486-2048

www.medicare.gov

www.mymedicare.gov (Personalized Medicare benefits)

The Medicare Service Center provides information on 

Medicare topics, manages orders of Medicare publications, 

provides detailed information about Medicare plans in your 

area, and helps locate health care providers that participate 

in Medicare.

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993

Toll free: 1-888-463-6332

www.fda.gov

www.fda.gov/ForConsumers

The FDA protects the public health. It assures the safety, 

efficacy, and security of human and veterinary drugs, 

biological products, medical devices, the nation’s food 

supply, cosmetics, and products that emit radiation. The FDA 

also provides accurate, science-based health information to 

the public.

Center for Food Safety and Applied Nutrition 

Information Line (CFSAN)

Food and Drug Administration (FDA)

Outreach and Information Center

5001 Campus Dr.

College Park, MD 20740

Toll free: 1-888-723-3366 (M-F, 10:00 am - 4:00 pm, ET)

www.fda.gov/Food

CFSAN ensures that the nation’s food supply is safe, 

sanitary, wholesome, and honestly labeled, and that cosmetic 

products are safe and properly labeled. The CFSAN 

Information Line is a general information line for questions 

about food safety.

Center for Tobacco Products (CTP)

10903 New Hampshire Ave.

Bldg. 71, Room G335

Silver Spring, MD 20993

Toll free: 1-877-287-1373 (9:00 - 4:00 pm, ET)

: ASKCTP@fda.hhs.gov

www.fda.gov/tobaccoproducts

The CTP sets standards for tobacco products and label 

requirements, and enforces advertising restrictions.

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

: NIHinfo@od.nih.gov

www.nih.gov

www.medlineplus.gov (online health library)

www.medlineplus.gov/spanish (online health library, in 

Spanish)

NIH conducts and supports medical research and its 

application to enhance health, lengthen life, and reduce 

illness and disability.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 97

FEDERAL AGENCIES

FEDERAL AGENCIES

AIDSinfo

National Institutes of Health (NIH)

PO Box 4780

Rockville, MD 20849-6303

301-315-2816

Toll free: 1-800-448-0440 (M-F, 1:00 pm - 4:00 pm, ET, English 

and Spanish)

TTY: 1-888-480-3739

: ContactUs@aidsinfo.nih.gov

www.aidsinfo.nih.gov

infoSIDA.nih.gov (in Spanish)

AIDSinfo offers the latest federally approved information 

on HIV/AIDS clinical research, treatment and prevention, 

and medical practice guidelines for people living with HIV/

AIDS, their families and friends, health care providers, and 

researchers.

National Cancer Institute (NCI)

National Institutes of Health (NIH)

BG 9609 MSC 9760

9609 Medical Center Dr.

Bethesda, MD 20892-9760

Toll free: 1-800-422-6237 (M-F, 8:00 am - 8:00 pm ET, English 

and Spanish)

www.cancer.gov

www.cancer.gov/espanol (in Spanish)

NCI’s National Cancer Program conducts and supports 

research, training, and health information dissemination. It 

also provides programs that address the prevention, cause, 

diagnosis, treatment, and rehabilitation from cancer. The NCI 

also focuses on the continuing care of cancer patients and 

their families.

National Institute of Allergy and Infectious Diseases 

(NIAID)

National Institutes of Health (NIH)

5601 Fishers Lane

MSC 9806

Bethesda, MD 20892-9806

301-496-5717

Toll free: 1-866-284-4107 (8:30 am - 5:00 pm)

TTY: 1-800-877-8339

: ocpostoffice@niaid.nih.gov

www.niaid.nih.gov

NIAID provides health information on allergic, infectious, and 

immunologic diseases.

National Institute of Mental Health (NIMH)

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 6200, MSC 9663

Bethesda, MD 20892-9663

Toll free: 1-866-615-6464 (8:30 am - 5:00 pm, ET)

TTY: 1-866-415-8051

: NIMHinfo@nih.gov

www.nimh.nih.gov

NIMH is the federal agency that conducts and supports 

research that seeks to understand, treat, and prevent mental 

illness.

Department of Homeland Security (DHS)

245 Murray Lane, SW

Washington, DC 20528

202-282-8000

202-282-8495 (Comment Line)

www.dhs.gov

www.dhs.gov/en-espanol (in Spanish)

DHS’s missions include preventing terrorism and enhancing 

security, managing U.S. borders, administering immigration 

laws, securing cyberspace; and ensuring disaster resilience.

Transportation Security Administration (TSA)

601 S. 12th St.

TSA-9

Arlington, VA 20598

Toll free: 1-866-289-9673 (M-F, 8:00 am - 11:00 pm, ET, SatSun/holidays 9:00 am - 8:00 pm, ET)

www.tsa.gov

The TSA can assist you with questions or concerns about 

travel tips, permitted and prohibited items, and information 

on filing a claim for items that were damaged or lost during a 

TSA screening.

U.S. Citizenship and Immigration Services (USCIS)

Information and Customer Service Division

111 Massachusetts Ave., NW

MS 2260

Washington, DC 20529

Toll free: 1-800-375-5283 (National Customer Service Center)

TTY: 1-800-767-1833

www.uscis.gov

www.uscis.gov/es (in Spanish)

The USCIS is responsible for processing immigration 

and naturalization applications, and establishing policies 

regarding immigration services.

U.S. Computer Emergency Readiness Team (USCERT)

Attn: NPPD/CS&C/NCCIC/US-CERT

Mail Stop 0635

245 Murray Lane, SW Bldg. 410

Washington, DC 20528

Toll free: 1-888-282-0870

: info@us-cert.gov

www.us-cert.gov

U.S.-CERT strives for a safer Internet by responding to major 

cybersecurity incidents and analyzing threats.

U.S. Customs and Border Protection (CBP)

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-325-8000

Toll free: 1-877-227-5511

TTY: 1-800-877-8339

www.cbp.gov

CBP prevents individuals from entering the country illegally 

or bringing harmful and illegal substances into the US. It 

also protects agricultural products from pests and American 

businesses from theft of their intellectual property.
98 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Federal Emergency Management Agency (FEMA)

500 C St., SW

Washington, DC 20472

202-646-2500

Toll free: 1-800-621-3362 (Disaster survivors)

TTY: 1-800-462-7585 (Disaster survivors)

www.fema.gov

www.fema.gov/es (in Spanish)

www.ready.gov (Disaster preparedness)

www.ready.gov/es (Disaster preparedness, in Spanish)

FEMA helps 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

Toll free: 1-800-621-3362 (M-F, 7:00 am - 11:00 pm)

TTY: 1-800-462-7585

: FEMA-ContactUs@fema.dhs.gov

www.disasterassistance.gov

www.disasterassistance.gov/es (Disaster assistance, in 

Spanish)

FEMA Disaster Assistance provides information about how 

you can get help before, during, or after a disaster and apply 

for assistance from the federal government. This office also 

provides information to help you prepare for, respond to, and 

recover from disasters.

National Flood Insurance Program (NFIP)

Federal Emergency Management Agency

500 C St., SW

Washington, DC 20472

Toll free: 1-888-379-9531

TTY: 1-800-427-5593

: FloodSmart@dhs.gov

www.FloodSmart.gov

The NFIP offers flood insurance to homeowners, renters, and 

business owners if their community participates in the NFIP.

Department of Housing and Urban Development 

(HUD)

Office of Fair Housing and Equal Opportunity (FHEO)

451 7th St., SW, Room 5204

Washington, DC 20410

Toll free: 1-800-669-9777 (Complaints Hotline, English and 

Spanish)

TTY: 1-800-927-9275

www.hud.gov/offices/fheo

www.hud.gov/complaints/housediscrim.cfm

FHEO enforces federal laws and establishes policies that 

make sure all Americans have equal access to the housing of 

their choice. File a complaint with this office if you believe that 

you have been the victim of housing discrimination.

Department of Housing

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-569-4287 (Find a housing counselor)

TTY: 202-708-1455

www.hud.gov/counselors (Housing counseling)

portal.hud.gov/portal/page/portal/HUD/program_

offices/housing

The Department of Housing provides public services through 

its nationally administered programs. It oversees the Federal 

Housing Administration mortgage insurance program, 

housing counselors, and regulates the housing industry 

business.

Federal Housing Administration (FHA)

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-225-5342 (English and Spanish)

TTY: 1-800-877-8339

: answers@hud.gov

portal.hud.gov/hudportal/HUD?src=/program_

offices/housing/fhahistory

FHA provides mortgage insurance on single-family, 

multifamily, and manufactured homes made by FHAapproved lenders.

Office of Manufactured Housing Programs

Office of Risk Management and Regulatory Affairs 

451 7th St., SW, Room 9168

Washington, DC 20410-8000

202-708-6423

Toll free: 1-800-927-2891 (English and Spanish)

TTY: 202-708-1455

: mhs@hud.gov

www.hud.gov/mhs

The Manufactured Housing Program regulates the 

construction of factory-built or manufactured homes.

Department of the Interior (DOI)

Fish and Wildlife Service

1849 C St., NW

Washington, DC 20240

Toll free: 1-800-344-9453 (M-F, 8:00 am - 8:00 pm, ET)

www.fws.gov

The Fish and Wildlife Service conserves, protects and 

enhances fish, wildlife and plants, and their habitats.

National Park Service (NPS)

1849 C St., NW

Washington, DC 20240

202-208-6843

Toll free: 1-877-444-6777 (Recreation.gov reservation line)

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.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 99

FEDERAL AGENCIES

FEDERAL AGENCIES

Department of Justice (DOJ)

Americans with Disabilities Act (ADA) Information 

Line

Civil Rights Division

Disability Rights Section–NYA

950 Pennsylvania Ave., NW

Washington, DC 20530

202-307-0663

Toll free: 1-800-514-0301 (M-W and F, 9:30 am - 5:30 pm, ET, 

Th 12:30 pm - 5:30 pm, ET)

TTY: 1-800-514-0383

www.ada.gov

This service permits businesses, state and local 

governments, or others to call and ask questions about 

general or specific ADA requirements including questions 

about the ADA Standards for Accessible Design.

U.S. Trustee Program

Executive Offices for U.S. Trustees

441 G St., NW

Suite 6150

Washington, DC 20530

202-514-4100

: ustrustee.program@usdoj.gov

www.justice.gov/ust

The Trustee Program monitors the conduct of bankruptcy 

parties and private estate trustees. It also identifies and 

investigates bankruptcy fraud and abuse. The Program also 

approves credit counseling agencies and debtor education 

providers, both of which are required for persons that are 

going through the bankruptcy process.

Department of Labor (DOL)

Employee Benefits Security Administration (EBSA)

Office of Outreach, Education, and Assistance

200 Constitution Ave., NW Suite N-5623

Washington, DC 20210

Toll free: 1-866-444-3272 (M-F, 8:30 am - 4:30 pm, ET)

TTY: 1-877-889-5627 (M-F, 8:00 am - 8:00 pm, ET)

www.dol.gov/ebsa

EBSA provides information and assistance on private sector, 

employer-sponsored retirement and health benefit plans. 

The agency educates plan participants, beneficiaries, and 

sponsors to ensure that they have access to documents and 

to help them understand their rights and responsibilities.

Job Corps

200 Constitution Ave., NW, Suite N4463

Washington, DC 20210

202-693-3000

Toll free: 1-800-733-5627

TTY: 1-877-889-5627

: national_office@jobcorps.gov

www.jobcorps.gov

Job Corps Is a free education and vocational training 

program that helps young people learn a career, earn a high 

school diploma or GED, and find employment.

National Contact Center

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

www.dol.gov

The Department of Labor National Contact Center provides 

employees and employers with a reliable resource for 

accurate and current information for all DOL programs.

Occupational Safety and Health Administration 

(OSHA)

U.S. Department of Labor

200 Constitution Ave., NW 

Room N3626

Washington, DC 20210

Toll free: 1-800-321-6742

TTY: 1-877-889-5627

www.osha.gov

OSHA ensures safe and healthful working conditions by 

setting and enforcing standards and by providing training, 

outreach, education and assistance.

Office of Disability Employment Policy (ODEP)

U.S. Department of Labor

200 Constitution Ave., NW

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 1-877-889-5627

: odep@dol.gov

www.dol.gov/odep

ODEP creates policies to ensure that people with disabilities 

are fully integrated into 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

www.veterans.gov (Employment resources)

VETS provides resources to prepare and assist veterans to 

obtain meaningful careers and maximize their employment 

opportunities.

Department of State (DOS)

National Passport Information Center (NPIC)

Passport Services

Toll free: 1-877-487-2778 (M-F, 8:00 am - 10:00 pm, Sat 10:00 

am - 3:00 pm, ET)

TTY: 1-888-874-7793

: NPIC@state.gov

travel.state.gov

The NPIC provides information about U.S. passports, 

including the status of pending applications, as well as the 

locations of the passport application acceptance facilities.
100 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Overseas Citizens Services

Bureau of Consular Affairs

202-501-4444 (from overseas, M-F, 8:00 am - 8:00 pm, ET, 

except federal holidays)

Toll free: 1-888-407-4747 (Emergencies and non-emergencies, 

M-F, 8:00 am - 8:00 pm, ET, except federal holidays)

travel.state.gov

Contact the State Department for help with emergencies and 

non-emergencies affecting private Americans while traveling 

abroad.

Visa Services

603-334-0700 (7:00 am - 12:00 am)

travel.state.gov/content/visas/en.html

Visa Services issues visas for people trhat plan to visit the 

United States.

Department of Transportation (DOT)

Aviation Consumer Protection Division (ACPD)

Office of Aviation Enforcement and Proceedings

1200 New Jersey Ave., SE, C-75

Washington, DC 20590

202-366-2220 (Airline service complaints)

Toll free: 1-800-778-4838 (Air travelers with disabilities 

hotline)

TTY: 202-366-0511; Toll free: 1-800-455-9880 (Air travelers with 

disabilities hotline)

www.transportation.gov/airconsumer

airconsumer.ost.dot.gov/spanish (in Spanish)

The ACPD verifies airlines’ compliance with aviation 

consumer protection requirements. It also accepts 

complaints from the public on consumer protection matters, 

like lost baggage, ticketing, or boarding.

Federal Aviation Administration (FAA)

800 Independence Ave., SW

Washington, DC 20591

Toll free: 1-866-835-5322

www.faa.gov

The FAA ensures that all air travel is safe. The FAA sets 

requirements for aircraft safety and manages the air traffic 

controls for flight departures and arrrivals. 

Federal Motor Carrier Safety Administration (FMCSA)

1200 New Jersey Ave., SE

Washington, DC 20590

Toll free: 1-800-832-5660 (Information line)

www.fmcsa.dot.gov

www.protectyourmove.gov (Interstate moving 

information)

The FMCSA provides information about your rights when 

moving across state lines (interstate moves). Consumers 

should submit household goods commercial complaints or 

dangerous safety violations involving a commercial truck or 

passenger bus to the FMCSA.

National Highway Traffic Safety Administration 

(NHTSA)

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236 (Vehicle Safety Hotline)

TTY: 1-800-424-9153

www.nhtsa.gov

www.safercar.gov (Safety ratings and car recalls)

NHTSA ensures motor vehicle and highway safety. It 

provides information to the public, such as safety recalls, a 

vehicle safety hotline. NHTSA also promotes the use of child 

safety seats, seatbelts, and air bags.

Department of the Treasury

Bureau of the Fiscal Service

Toll free: 1-800-304-3107 (Questions about debt owed to U.S.)

www.fiscal.treasury.gov

www.treasurydirect.gov (Treasury bonds)

This bureau operates the government’s collection and 

deposit systems, and borrows money (savings bonds) 

through Treasury Direct.

Internal Revenue Service (IRS)

Toll free: 1-800-829-1040 (Help for individuals)

TTY: 1-800-829-4059

www.irs.gov

www.irs.gov/help-resources/contact-your-local-irsoffice (Find a local taxpayer assistance center)

The IRS is responsible for collecting taxes for the federal 

government and enforcing tax laws.

MyRA

Toll free: 1-855-406-6972

TTY: 1-855-408-6972

: myRA@treasury.gov

MyRA.gov

MyRA is a savings account to help you save money for 

retirement, without fees or minimum deposit requirements.

Office of the Comptroller of the Currency (OCC)

Customer Assistance Group

1301 McKinney St., Suite 3450

Houston, TX 77010

Toll free: 1-800-613-6743 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 713-658-0340

www.helpwithmybank.gov

The OCC charters and supervises all national banks and 

federal savings associations. It also supervises the federal 

branches and agencies of foreign banks. OCC ensures 

that financial institutions operate in compliance with laws 

requiring that consumers receive fair treatment and access to 

financial products.

United States Mint

Customer Service Center

1201 Elm St., Suite 400

Dallas, TX 75270

Toll free: 1-800-872-6468

TTY: 1-888-321-6468 (M-F 8:30 am - 5:00 pm, ET)

www.usmint.gov

The Mint produces the coins that circulate throughout the 

US. It also produces special edition coinage that can be 

purchased for coin collections.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 101

FEDERAL AGENCIES

FEDERAL AGENCIES

Department of Veterans Affairs (VA) 

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-800-827-1000 (Benefits)

Toll free: 1-877-222-8387 (Health care)

Toll free: 1-844-698-2311 (MyVA)

www.va.gov

www.va.gov/directory (Find the VA facility in your area)

www.cem.va.gov (National Cemetery Administration)

www.benefits.va.gov/benefits (Veterans Benefits 

Administration)

www.va.gov/health (Veterans Health Administration)

The VA oversees and administers benefits for veterans 

and their families. Some programs include home loans, 

life insurance policies, financing education through the GI 

bill, job training, health resources, and burials at veterans’ 

cemeteries. For information about VA benefits, write, call or 

visit your nearest VA facility.

Environmental Protection Agency (EPA)

Indoor Environments Division

1200 Pennsylvania Ave., NW

Mail Code 6609T

Washington, DC 20460

202-343-9370

www.epa.gov/indoor-air-quality-iaq

This agency is a central source of information on indoor 

air quality. It is responsible for implementing the Indoor 

Environments Program, a voluntary (non-regulatory) program 

to address indoor air pollution.

National Pesticide Information Center (NPIC)

Oregon State University

310 Weniger Hall

Corvallis, OR 97331

Toll free: 1-800-858-7378 (M-F, 11:00 am - 3:00 pm, ET, Multiple 

languages)

: npic@ace.orst.edu

npic.orst.edu

NPIC 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

Toll free: 1-800-490-9198

: nscep@lmsolas.com

www.epa.gov/nscep

NSCEP distributes EPA’s publications to the public. 

Consumers can order copies by phone and mail, or download 

digital versions of the publications.

Safe Drinking Water Hotline

Office of Ground Water and Drinking Water

1200 Pennsylvania Ave., NW

Mail Code 4606M

Washington, DC 20460

Toll free: 1-800-426-4791 (M-F, 10:00 am - 4:00 pm, ET, English 

and Spanish)

www.epa.gov/your-drinking-water

The Safe Drinking Water Hotline provides information about 

local drinking water quality, drinking water standards, and 

public drinking systems.

Safer Choice Program

Office of Pollution Prevention & Toxics (OPPT)

1200 Pennsylvania Ave., NW

Mail Code 7406-M

Washington, DC 20460

www.epa.gov/saferchoice

Safer Choice helps consumers, businesses, and purchasers 

find products that perform well and are safer for human 

health and the environment.

Equal Employment Opportunity Commission 

(EEOC)

131 M St., NE

Washington, DC 20507

202-663-4900

Toll free: 1-800-669-4000

TTY: 1-800-669-6820

: info@eeoc.gov

www.eeoc.gov

The EEOC enforces laws that make discrimination illegal in 

the workplace. The commission oversees work situations 

including hiring, firing, promotions, harassment, training, 

wages, and benefits.

Federal Communications Commission (FCC)

Consumer and Governmental Affairs Bureau (CGB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-225-5322 (8:00 am - 5:00 pm, ET, English and 

Spanish)

TTY: 1-888-835-5322

www.fcc.gov/consumer-governmental-affairs-bureau

CGB serves as the public face of the commission through 

outreach and education. Their Consumer Center is 

responsible for responding to consumer inquiries and 

complaints regarding cable, radio, satellite, telephone, 

television and wireless services.
102 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

FEDERAL AGENCIES

Federal Deposit Insurance Corporation (FDIC) 

Division of Depositor and Consumer Protection

Consumer Response Center

1100 Walnut St., Box #11

Kansas City, MO 64106

Toll free: 1-877-275-3342 (Call center)

Toll free: 1-877-378-9581 (M-F, 9:30 am - 5:30 pm ET, complaints)

Toll free: 1-877-275-3342

TTY: 1-800-925-4618

www.fdic.gov

FDIC insures bank deposits and supervises financial 

institutions. The consumer response center responds to 

questions about federal deposit insurance and handles 

complaints and inquiries about FDIC-insured state banks.

Federal Maritime Commission

Consumer Affairs & Dispute Resolution Services

800 N. Capitol St., NW

Washington, DC 20573

202-523-5807

Toll free: 1-866-448-9586

: complaints@fmc.gov

www.fmc.gov

FMC assists consumers engaged in disputes with 

transporting carriers, ocean transportation intermediaries 

and cruise operators.

Federal Reserve System

Federal Reserve Consumer Help

PO Box 1200

Minneapolis, MN 55480

Toll free: 1-888-851-1920 (9:00 am - 7:00 pm, ET)

TTY: 1-877-766-8533 (9:00 am - 7:00 pm, ET)

www.federalreserveconsumerhelp.gov

This division receives and tracks consumer complaints and 

questions regarding practices by banks and other financial 

institutions supervised by the Board of Governors of the 

Federal Reserve System.

Federal Trade Commission (FTC) 

Bureau of Consumer Protection

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

202-326-2222

Toll free: 1-877-382-4357 (Complaints)

TTY: 1-866-653-4261 (Complaints)

www.ftc.gov

www.consumer.ftc.gov (Consumer protection)

www.consumer.gov (Consumer information basics)

www.consumidor.ftc.gov (Consumer protection, in 

Spanish)

www.consumidor.gov (Consumer information basics, in 

Spanish)

www.ftccomplaintassistant.gov (File a complaint)

www.identitytheft.gov (Report identity theft)

www.robodeidentidad.gov (Report identity theft, in 

Spanish)

The FTC works to prevent fraudulent, deceptive, and unfair 

business practices in the marketplace and to provide 

information to help consumers avoid them.

General Services Administration

Fleet Vehicle Sales

1800 F St., NW

Suite 3400

Washington, DC 20405

: autoauctions@gsa.gov

autoauctions.gsa.gov

Fleet Vehicle Sales sells previously government-owned cars, 

trucks and other vehicles to consumers. These vehicles are 

sold at a discount through regional auctions.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll free: 1-866-333-7472

: gsaauctionshelp@gsa.gov

www.gsa.gov

www.gsaauctions.gov, (GSA online auctions)

GSA helps federal agencies dispose of unneeded property 

by selling directly to the public. It sells personal property, real 

estate, and vehicles to the public through online auctions.

USAGov 

Technology Transformation Service

1800 F St., NW, 4th Floor

Washington, DC 20405

Toll free: 1-844-872-4681 (8:00 am - 8:00 pm, ET, in English and 

Spanish)

www.USA.gov (U.S. government’s official web portal)

www.Publications.USA.gov (View and download federal 

government publications)

www.Kids.gov (Government websites for kids)

www.GobiernoUSA.gov (USA.gov in Spanish)

USAgov helps people access government information, 

through a family of websites, toll free number, email and chat.

National Credit Union Administration (NCUA)

Office of Consumer Financial Protection & Access

1775 Duke St.

Alexandria, VA 22314-3428

703-518-1140

Toll free: 1-800-755-1030

: ocfpamail@ncua.gov

www.ncua.gov

www.mycreditunion.gov (Consumer information)

NCUA 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.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 103

FEDERAL AGENCIES

FEDERAL AGENCIES

Office of Personnel Management (OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

www.opm.gov

www.usajobs.gov (Federal employment information)

OPM manages the civil service of the federal government, 

coordinates recruiting of new government employees, and 

manages their health insurance and retirement benefits 

programs. OPM also provides resources for locating 

student jobs, summer jobs, scholarships, and internships.

Pension Benefit Guaranty Corporation (PBGC)

PO Box 151750

Alexandria, VA 22315-1750

Toll free: 1-800-400-7242 (M-F, 8:00 am-7:00 pm, ET)

: mypension@pbgc.gov

www.pbgc.gov

The PBGC protects the retirement incomes of workers in 

private sector defined pension benefit plans. When you 

call, have your social security number and your plan’s name 

or number.

Securities and Exchange Commission (SEC) t

Office of Investor Education and Advocacy (OIEA)

100 F St., NE

Washington, DC 20549

202-551-6551

Toll free: 1-800-732-0330

: help@sec.gov

www.sec.gov

www.investor.gov (Investor information)

OIEA provides investor educational materials and tools. 

The office also accepts investor complaints and answers 

questions.

Small Business Administration (SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

Toll free: 1-800-827-5722

: answerdesk@sba.gov

www.sba.gov

The SBA helps Americans start, build and grow 

businesses. Through an extensive network of field offices 

and partnerships the SBA aids, counsels, assists and 

protects the interests of small business concerns.

Social Security Administration (SSA)

Office of Public Inquiries

6401 Security Blvd.

1100 West High Rise

Baltimore, MD 21235

Toll free: 1-800-772-1213

TTY: 1-800-325-0778 (M-F, 7:00 am - 7:00 pm, ET)

www.ssa.gov

www.ssa.gov/myaccount (Account management)

www.ssa.gov/espanol (in Spanish)

SSA provides retirement, survivors and disability benefits, 

as well as administers Supplemental Security Income (SSI) 

payments.

U.S. Commodity Futures Trading Commission 

(CFTC)

Office of External Affairs

Three Lafayette Center

1155 21st St., NW

Washington, DC 20581

202-418-5000

Toll free: 1-866-366-2382 (Consumer assistance and 

complaints)

TTY: 202-418-5428

: questions@cftc.gov

www.cftc.gov

www.cftc.gov/consumerprotection

www.smartcheck.gov (Research the background of 

financial professionals)

CFTC protects market users and the public from fraud, 

manipulation, and abusive practices related to the sale of 

commodity and financial futures and options. It also fosters 

open, competitive, and financially sound futures and 

option markets. The CFTC investigates and prosecutes 

commodities fraud, including foreign currency schemes, 

energy manipulation and hedge fund fraud, and works with 

other federal and state agencies to bring criminal and other 

actions.

U.S. Postal Service (USPS)

United States Postal Inspection Service (USPIS)

Criminal Investigations Service Center

Attn: Mail Fraud

433 W. Harrison St., Room 3255

Chicago, IL 60699

Toll free: 1-877-876-2455 (8:00 am - 4:30, all time zones)

postalinspectors.uspis.gov

The USPIS investigates criminals who misuse the postal 

system to defraud or endanger the public. To report a mail 

related crime, contact your nearest USPIS office.
104 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

NATIONAL CONSUMER ORGANIZATIONS

Contact National Consumer Organizations

National consumer organizations are committed to 

assisting consumers and protecting their rights via 

advocacy, research, and outreach efforts. Some 

organizations assist individuals with problems, while 

others collect consumer complaints and statistics to 

better understand consumer trends and direct their 

advocacy efforts. 

AARP

601 E St., NW 

Washington, DC 20049

Toll free: 1-888-687-2277

Toll free: 1-877-342-2277 (in Spanish)

: member@aarp.org

www.aarp.org

AARP addresses the consumer problems and issues that 

especially impact the financial security of people 50 years 

and older. Through advocacy, AARP works to make the 

marketplace safer for all consumers and empowers members 

to protect themselves from fraud and deceptive practices.

American Council on Science and Health (ACSH)

110 E. 42nd St., Suite 1300

New York, NY 10017

212-362-7044

Toll free: 1-866-905-2694

: acsh@acsh.org

www.acsh.org

ACSH provides consumers with scientifically sound 

information on the relationship between human health and 

chemicals, foods, lifestyles, and the environment. Booklets 

and special reports on a variety of topics are available.

Call for Action

11820 Parklawn Dr., Suite 340 

Rockville, MD 20852

240-747-0229

www.callforaction.org

Call for Action is a nonprofit network of consumer 

hotlines. Their trained volunteers help consumers resolve 

problems with businesses, government agencies and other 

organizations.

Center for Auto Safety (CAS)

1825 Connecticut Ave., NW, Suite 330 

Washington, DC 20009

202-328-7700

: info@autosafety.org

www.autosafety.org

CAS advocates on behalf of consumers in auto safety and 

quality, fuel efficiency, emissions, and related issues.

Center for Science in the Public Interest (CSPI)

1220 L St., NW, Suite 300 

Washington, DC 20005

202-332-9110

: cspi@cspinet.org

www.cspinet.org

CSPI conducts research on nutrition, health, food safety 

and related issues. It also provides consumers with current 

information about their health and well being via their 

monthly Nutrition Action Healthletter.

Center for the Study of Services (CSS)

1625 K St., NW, 8th Floor 

Washington, DC 20006

Toll free: 1-800-213-7283

www.checkbook.org

CSS publishes Consumers’ CHECKBOOK so that 

consumers can evaluate the quality and prices of service 

firms and stores in their local area.

Coalition Against Insurance Fraud

1012 14th St., NW, Suite 200 

Washington, DC 20005

202-393-7330

: info@insurancefraud.org

www.insurancefraud.org

The Coalition is an alliance of consumer groups, government 

agencies, and insurance companies dedicated to combating 

insurance fraud through research and public information.

Consumer Action

1170 Market St., Suite 500 

San Francisco, CA 94102

415-777-9635

: hotline@consumer-action.org

www.consumer-action.org

Consumer Action is an education and advocacy organization 

specializing in finance, privacy, insurance, and healthcare 

issues. Consumer Action offers a multi-lingual consumer 

complaint hotline, and consumer education materials in 

several languages. 

Consumer Federation of America (CFA)

1620 I St., NW, Suite 200 

Washington, DC 20006

202-387-6121

: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy and education organization. It 

represents consumer interests on issues such as telephone 

service, insurance and financial services, product safety, 

health care, product liability and utilities. It develops and 

distributes studies of various consumer issues, as well as 

consumer guides.

Consumers Reports

101 Truman Ave. 

Yonkers, NY 10703

914-378-2000

Toll free: 1-800-666-5261

Toll free: 1-800-333-0663

www.consumerreports.org

Consumer Reports publishes a magazine of the same name. 

It is an independent, nonprofit testing and information 

organization serving only consumers. Consumer Reports is 

a comprehensive source for unbiased advice about products 

and services, personal finance, health and nutrition, and 

other categories based on their independent tests.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 105

NATIONAL CONSUMER ORGANIZATIONS

NATIONAL CONSUMER ORGANIZATIONS

Families USA

1201 New York Ave., NW, Suite 1100 

Washington, DC 20005

202-628-3030

: info@familiesusa.org

www.familiesusa.org

Families USA creates materials to educate and mobilize 

consumers on healthcare issues.

Funeral Consumers Alliance (FCA)

33 Patchen Rd. 

South Burlington, VT 05403

802-865-8300

www.funerals.org

FCA protects a consumer’s right to choose a dignified and 

affordable funeral. Local affiliates of FCA provide funeral 

planning information and some conduct funeral price 

surveys.

The Medicare Rights Center

266 W. 37 St., 3rd Floor 

New York City, NY 10018

Toll free: 1-800-333-4114 

: info@medicarerights.org

www.medicarerights.org

The Medicare Rights Center helps people with Medicare 

get the health care and medications they need and make the 

most of their Medicare rights and options.

National Consumers League

1701 K St., NW, Suite 1200 

Washington, DC 20006

202-835-3323

: info@nclnet.org

www.nclnet.org

www.fraud.org

www.lifesmarts.org

The NCL provides government and businesses with the 

consumer’s perspective on consumer issues and workplace 

concerns. The League sponsors the LifeSmarts competition, 

which is designed to develop the consumer and marketplace 

knowledge of teenagers. NCL also provides consumers with 

information to avoid becoming victims of fraud and to convey 

their complaints to law enforcement.

National Council on the Aging (NCOA)

251 18 St., S, Suite 500

Arlington, VA 22202

571-527-3900

www.ncoa.org

NCOA is a national voice for older adults, especially those 

who are vulnerable and disadvantaged, and the community 

organizations that serve them.

Senior Medicare Patrol National Resource Center 

(SMP)

PO Box 388 

Waterloo, IA 50704-0388

Toll free: 1-877-808-2468

: info@smpresource.org

www.smpresource.org

The SMP educates the public about health care fraud. 

The organization teaches Medicare beneficiaries and their 

families how to detect health care fraud and helps them use 

the services of their local SMP.

The Federation of American Consumers and Travelers 

(FACT)

318 Hillsboro Ave. 

PO Box 104

Edwardsville, IL 62025

Toll free: 1-800-872-3228

: cservice@usafact.org

www.usafact.org

FACT is a national not-for-profit consumer group that 

provides help to individuals and small associations. FACT 

provides disaster aid, assistance for small business owners, 

travel discounts, and a Consumer Hotline/Library.
106 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Contact Your Local Consumer Protection Offices

State, county, and city consumer protection offices offer a variety of important 

services. They might mediate complaints, conduct investigations, prosecute 

offenders of consumer laws, license and regulate professionals, provide 

educational materials, and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that it is 

familiar with local businesses, ordinances, and state laws. 

You can also contact your state consumer protection office to get more 

information about other local resources or nonprofit organizations that help 

consumers.

Before sending a written complaint, call the office to confirm that it handles 

the type of complaint you have. Many offices distribute consumer materials 

specifically geared to state laws and local issues. Ask whether any information 

is available regarding your problem.

Note: Toll free phone numbers may be restricted to use only within the state 

listed. 

Alabama

State Office

Alabama Office of the Attorney 

General

Consumer Interest Division

501 Washington Ave. 

Montgomery, AL 36104

334-242-7335

Toll free: 1-800-392-5658

www.ago.state.al.us

Alaska

State Office

Alaska Office of the Attorney 

General

Consumer Protection Unit

1031 W. 4th Ave., Suite 200 

Anchorage, AK 99501

907-269-5200

Toll free: 1-888-576-2529

: consumerprotection@alaska.gov

www.law.alaska.gov/consumer

Arizona

State Offices

Arizona Office of the Attorney 

General - Phoenix

Consumer Information and Complaints

1275 W. Washington St. 

Phoenix, AZ 85007

602-542-5763

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Prescott

Consumer Information and Complaints

1000 Ainsworth Dr., Suite A-210 

Prescott, AZ 86305

928-778-1265

Toll free: 1-800-352-8431

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Tucson

Consumer Information and Complaints

400 W. Congress St. 

South Bldg., Suite 315

Tucson, AZ 85701

520-628-6504

Toll free: 1-800-352-8431 

: consumerinfo@azag.gov

www.azag.gov

Arkansas

State Office

Arkansas Office of the Attorney 

General

Consumer Protection Division

323 Center St., Suite 200 

Little Rock, AR 72201

501-682-2341

Toll free: 1-800-482-8982

: Consumer@ArkansasAG.gov

www.arkansasag.gov

California

State Offices

California Bureau of Automotive 

Repair

Consumer Information Center

10949 N. Mather Blvd. 

Rancho Cordova, CA 95670

Toll free: 1-800-952-5210

Toll free: 1-866-799-3811

: 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: 1-800-326-2297

: dca@dca.ca.gov

www.dca.ca.gov

California Office of the Attorney 

General

Public Inquiry Unit 

PO Box 944255

Sacramento, CA 94244-2550

916-322-3360

Toll free: 1-800-952-5225

TTY: 1-800-735-2929

www.oag.ca.gov

Contractors State License Board

9821 Business Park Dr. 

Sacramento, CA 95827

916-255-3900 (Headquarters)

916-255-2924 (Northern CA)

562-345-7600 (Southern CA)

Toll free: 1-800-321-2752

www.cslb.ca.gov

County Offices

Contra Costa County District 

Attorney’s Office

Special Operations Division

Consumer Protection Unit

900 Ward St., 4th Floor 

Martinez, CA 94553

925-957-8604

www.contracosta.ca.gov/3173/

Consumer-Protection-Civil-Unit

Fresno County District Attorney’s 

Office

Consumer and Environmental 

Protection Division

2220 Tulare St., Suite 1000 

Fresno, CA 93721

559-600-3156

: damail@co.fresno.ca.us

www.co.fresno.ca.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 107

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Kern County District Attorney’s 

Office

Consumer Protection Unit

Justice Building 

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-2340

: investigation@co.kern.ca.us

www.co.kern.ca.us/da

Los Angeles County Department of 

Consumer Affairs

500 W. Temple St., Room B96 

Los Angeles, CA 90012

213-974-1452

Toll free: 1-800-593-8222

TTY: 213-626-0913

: info@dcba.lacounty.gov

dca.lacounty.gov

Marin County District Attorney’s 

Office

Consumer Protection Unit

Hall of Justice, Room 130 

San Rafael, CA 94903

415-473-6495

TTY: 415-473-3232

www.marincounty.org/depts/da

Monterey County District Attorney’s 

Office

Consumer Protection Division

1200 Aguajito Rd., Room 301 

Monterey, CA 93940

831-647-7770 

www.co.monterey.ca.us

Napa County District Attorney’s 

Office

Consumer Affairs

931 Parkway Mall 

Napa, CA 94559

707-253-4059

Toll free: 1-800-464-4211

: daconsumer@countyofnapa.org

www.countyofnapa.org

Orange County District Attorney’s 

Office

Consumer Protection Unit

401 Civic Center Dr., W 

PO Box 808

Santa Ana, CA 92701

714-834-3600

714-834-6553

orangecountyda.org

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway 

San Diego, CA 92101

619-531-4040

619-531-3507

www.sdcda.org

San Francisco County District 

Attorney’s Office

Consumer Protection Unit

850 Bryant St. 

San Francisco, CA 94112

415-551-9595

415-553-9535

www.sfdistrictattorney.org

San Luis Obispo County District 

Attorney’s Office

Economic Crime Unit

County Courthouse Annex 

1050 Monterey St., Room 223

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

San Mateo County District 

Attorney’s Office

Consumer and Environmental 

Protection

Hall of Justice and Records 

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651

da.smcgov.org

Santa Barbara County District 

Attorney’s Office

Consumer Protection Unit

312-D E. Cook St. 

Santa Maria, CA 93454

805-346-7540

www.countyofsb.org/da

Santa Clara County District 

Attorney’s Office

Consumer Protection Unit

70 W. Hedding St. West Wing, 4th Floor

San Jose, CA 95110

408-792-2880

: consumer@da.sccgov.org

www.sccgov.org

Santa Cruz County District 

Attorney’s Office

Consumer Protection

701 Ocean St., Room 200 

Santa Cruz, CA 95060

831-454-2050

: dao@santacruzcounty.us

www.co.santa-cruz.ca.us

Solano County District Attorney’s 

Office

Consumer and Environmental Crimes

675 Texas St., Suite 4500

Fairfield, CA 94533

707-784-6859

: dacepu@solanocounty.com

www.co.solano.ca.us/depts/da

Stanislaus County District 

Attorney’s Office

Consumer Protection Unit

832 12th St., Suite 300 

Modesto, CA 95354

209-525-5550

www.stanislaus-da.org

Ventura County District Attorney’s 

Office

Consumer Mediation Section

800 S. Victoria Ave., Suite 314 

Ventura, CA 93009

805-662-1750

805-654-3110

www.vcdistrictattorney.com

City Offices

Los Angeles City Attorney’s Office

Consumer Protection

200 N. Main St. City Hall East, Suite 800

Los Angeles, CA 90012

213-978-8040

www.lacityattorney.org

San Diego City Attorney’s Office

Consumer and Environmental 

Protection Unit

1200 3rd Ave., Suite 700 

San Diego, CA 92101

619-533-5500

619-533-5600

: cityattorney@sandiego.gov

www.sandiego.gov/cityattorney

Santa Monica City Attorney’s Office

Consumer Protection Unit

1685 Main St., 3rd Floor 

Santa Monica, CA 90401

310-458-8336

TTY: 310-458-8696

: consumer.mailbox@smgov.net

www.smgov.net/atty

Colorado

State Office

Colorado Office of the Attorney 

General

Consumer Protection Section

1300 Broadway, 7th Floor 

Denver, CO 80203

Toll free: 1-800-222-4444

www.stopfraudcolorado.gov
108 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Offices

Fourth Judicial District Attorney’s 

Office

Economic Crimes Division - El Paso and 

Teller Counties

105 E. Vermijo Ave.

Colorado Springs, CO 80903

719-520-6000

www.4thjudicialda.com

Pueblo County District Attorney’s 

Office

Economic Crimes Unit

701 Court St. 

Pueblo, CO 81003

719-583-6030

county.pueblo.org

Weld County District Attorney’s 

Office

PO Box 1167 

Greeley, CO 80632-1167

970-356-4010 

: weldda@co.weld.co.us

www.weldgov.com

City Office

Denver District Attorney’s Office

Economic Crimes Unit

201 W. Colfax Ave. 

Denver, CO 80202

720-913-9179

: info@denverda.org

www.denverda.org

Connecticut

State Offices

Connecticut Department of 

Consumer Protection

165 Capitol Ave. 

Hartford, CT 06106

860-713-6300

Toll free: 1-800-842-2649

TTY: 860-713-7240

: dcp.frauds@ct.gov

www.ct.gov/dcp

Connecticut Office of the Attorney 

General

Consumer Assistance Unit

55 Elm St. 

Hartford, CT 06106

860-808-5420

www.ct.gov/ag

Delaware

State Office

Delaware Department of Justice

Consumer Protection Division 

Carvel State Building 

820 N. French St., 5th Floor

Wilmington, DE 19801

302-577-8600

Toll free: 1-800-220-5424

: consumer.protection@state.de.us

www.attorneygeneral.delaware.

gov

District of Columbia

City Offices

District of Columbia Department of 

Consumer and Regulatory Affairs

1100 4th St., SW 

Washington, DC 20024

202-442-4400

: dcra@dc.gov

dcra.dc.gov

District of Columbia Office of the 

Attorney General

Consumer Protection and Public 

Advocacy

441 4th St., NW 

Washington, DC 20001

202-442-9828

: consumer.protection@dc.gov

oag.dc.gov/service/consumerprotection-and-public-advocacy

Florida

State Offices

Florida Department of Agriculture 

and Consumer Services

Division of Consumer Services

PO Box 6700 

Tallahassee, FL 32399-6700

850-410-3800

Toll free: 1-800-435-7352

Toll free: 1-800-352-9832

www.freshfromflorida.com

Florida Department of Financial 

Services

Division of Consumer Services

200 E. Gaines St. 

Tallahassee, FL 32399

850-413-3089

Toll free: 1-877-693-5236

: Consumer.Services@myfloridacfo.

com

www.myfloridacfo.com/Division/

Consumers

Florida Office of the Attorney 

General

The Capitol PL-01

Tallahassee, FL 32399

850-414-3990

Toll free: 1-866-966-7226 (Fraud)

Toll free: 1-800-321-5366 (Lemon Law)

Toll free: 1-800-203-3099 (Seniors vs 

Crime)

TTY: 1-800-955-8771

www.myfloridalegal.com

www.seniorsvscrime.com

Regional Offices

Ft. Lauderdale Branch - Office of the 

Attorney General

Consumer Protection Division

110 S.E. 6th St., 9th Floor 

Fort Lauderdale, FL 33301

954-712-4600

Toll free: 1-866-966-7226

www.myfloridalegal.com

Jacksonville Branch - Office of the 

Attorney General

Consumer Protection Division

1300 Riverplace Blvd., Suite 405 

Jacksonville, FL 32207

904-348-2720

Toll free: 1-866-966-7226

www.myfloridalegal.com

Miami Branch - Office of the 

Attorney General

Consumer Protection Division

1 S.E, 3rd Ave., 9th Floor 

Miami, FL 33131

305-377-5835

Toll free: 1-866-966-7226

www.myfloridalegal.com

Orlando Branch - Office of the 

Attorney General

Consumer Protection Division

135 W. Central Blvd., Suite 670 

Orlando, FL 32801

407-316-4840

Toll free: 1-866-966-7226

www.myfloridalegal.com

Tampa Branch - Office of the 

Attorney General

Consumer Protection Division

Concourse Center 4 

3507 E. Frontage Rd., Suite 325

Tampa, FL 33607

813-287-7950

Toll free: 1-866-966-7226

www.myfloridalegal.com
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 109

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

West Palm Beach Branch - Office of 

the Attorney General

Consumer Protection Division

1515 N. Flagler Dr., Suite 900 

West Palm Beach, FL 33401

561-837-5007

Toll free: 1-866-966-7226

www.myfloridalegal.com

County Offices

Broward County Permitting, 

Licensing and Consumer Protection 

Division

1 N. University Dr., Box 302 

Plantation, FL 33324

954-357-5350

www.broward.org/

permittingandlicensing

Hillsborough County Consumer 

Protection Agency

410 30th St., SE, Suite 104 

Ruskin, FL 33570

813-903-3430

www.hillsboroughcounty.org/

consumerprotection

Miami-Dade County Regulatory and 

Economic Resources Department

Consumer Services

601 N.W. 1st Ct., 18th Floor 

Miami, FL 33136

786-469-2333

: consumer@miamidade.gov

www.miamidade.gov/economy

Orange County Consumer Fraud 

Unit

415 N. Orange Ave. 

Orlando, FL 32801

407-836-2490

: fraudhelp@sao9.org

www.orangecountyfl.net

Palm Beach County Consumer 

Affairs Division

50 S. Military Tr., Suite 201 

West Palm Beach, FL 33415

561-712-6600

Toll free: 1-888-852-7362

www.pbcgov.com/consumer

Pinellas County Office of Consumer 

Services

14250 49th St. N, Suite 1000, Room 2 

Clearwater, FL 33762

727-464-6200

: consumer@pinellascounty.org

www.pinellascounty.org/consumer

Georgia

State Office

Georgia Office of the Attorney 

General

Department of Law

Consumer Protection Unit

2 Martin Luther King, Jr. Dr., SE 

Suite 356

Atlanta, GA 30334

404-651-8600

Toll free: 1-800-869-1123

consumer.georgia.gov

Hawaii

State Offices

Hawaii Department of Commerce 

and Consumer Affairs - Honolulu 

Office of Consumer Protection

Leiopapa A Kamehameha Building

235 S. Beretania St., Suite 801 

Honolulu, HI 96813

808-586-2630

808-587-4272

: ocp@dcca.hawaii.gov

www.cca.hawaii.gov/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Hilo

Office of Consumer Protection

120 Pauahi St., Suite 212 

Hilo, HI 96720

808-933-0910

808-587-4272

: ocp@dcca.hawaii.gov

www.cca.hawaii.gov/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Wailuku

Office of Consumer Protection

1063 Lower Main St., Suite C-216 

Wailuku, HI 96793

808-243-4648

808-984-2400

: ocp@dcca.hawaii.gov

www.cca.hawaii.gov/ocp

Hawaii Office of the Attorney 

General

425 Queen St. 

Honolulu, HI 96813

808-586-1500

ag.hawaii.gov

Idaho

State Office

Idaho Office of the Attorney General

Consumer Protection Division

954 W. Jefferson St., 2nd Floor 

Boise, ID 83720

208-334-2424

Toll free: 1-800-432-3545

www.ag.idaho.gov

Illinois

State Offices

Illinois Office of the Attorney 

General - Carbondale

Consumer Protection Division

601 S. University Ave. 

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-675-9339

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney 

General - Chicago

Consumer Protection Division

100 W. Randolph St. 

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-800-964-3013

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney 

General - Springfield

Consumer Protection Division

500 S. 2nd St. 

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-844-5461

www.illinoisattorneygeneral.gov

Regional Offices

Chicago South Regional Office of 

the Attorney General

8100 S. Stony Island, Suite C 

Chicago, IL 60617

773-768-5926

TTY: 1-866-717-8798

www.illinoisattorneygeneral.gov
110 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Chicago West Regional Office of the 

Attorney General

306 N. Pulaski Rd. 

Chicago, IL 60624

773-265-8808

TTY: 1-866-717-8804

www.illinoisattorneygeneral.gov

East Central Illinois Regional Office 

of the Attorney General

1776 E. Washington St. 

Urbana, IL 61802

217-278-3366

TTY: 217-278-3371

www.illinoisattorneygeneral.gov

Metro East Illinois Regional Office of 

the Attorney General

201 W. Pointe Dr., Suite 7 

Belleville, IL 62226

618-236-8616

TTY: 618-236-8619

www.illinoisattorneygeneral.gov

Northern Illinois Regional Office of 

the Attorney General

Zeke Giorgi Center 

200 S. Wyman St., Suite 307

Rockford, IL 61101

815-967-3883

TTY: 815-967-3891

www.illinoisattorneygeneral.gov

West Central Illinois Regional Office 

of the Attorney General

628 Maine St. 

Quincy, IL 62301

217-223-2221

TTY: 217-223-2254

www.illinoisattorneygeneral.gov

City Offices

Chicago Division of Business Affairs 

and Consumer Protection

121 N. LaSalle St., 8th Floor 

Chicago, IL 60602

312-744-6060

TTY: 312-744-1944

www.cityofchicago.org/

ConsumerServices

Des Plaines Consumer Protection 

Commission

1420 Miner St., 6th Floor 

Des Plaines, IL 60016

847-391-5303

: consumerprotection@desplaines.

org

www.desplaines.org

Indiana

State Office

Indiana Office of the Attorney 

General

Consumer Protection Division

302 W. Washington St., 5th Floor 

Indianapolis, IN 46204

317-232-6330

Toll free: 1-800-382-5516

www.in.gov/attorneygeneral

Iowa

State Office

Iowa Office of the Attorney General

Consumer Protection Division

1305 E. Walnut St. 

Des Moines, IA 50319

515-281-5926

Toll free: 1-888-777-4590

: consumer@iowa.gov

www.iowaattorneygeneral.gov

Kansas

State Office

Kansas Office of the Attorney 

General

Consumer Protection Division

120 S.W. 10th Ave., 2nd Floor 

Topeka, KS 66612

785-296-3751

Toll free: 1-800-432-2310

www.ag.ks.gov

County Offices

Douglas County District Attorney’s 

Office

Consumer Protection Unit

111 E. 11th St. 

Lawrence, KS 66044

785-330-2849

785-841-0211

: districtattorney@douglas-county.

com

www.douglascountyks.org/

depts/district-attorney/consumerprotection-unit-cpu

Johnson County District Attorney’s 

Office

Consumer Protection Division

PO Box 728 

Olathe, KS 66051

913-715-3003

da.jocogov.org

Sedgwick County District Attorney’s 

Office

Consumer Protection Division

535 N. Main St. 

Wichita, KS 67203

316-660-3600

Toll free: 1-800-432-6878

: consumer@sedgwick.gov

www.sedgwickcounty.org/da

Kentucky

State Offices

Kentucky Office of the Attorney 

General

Consumer Protection Division

1024 Capital Center Dr., Suite 200 

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257

ag.ky.gov/family/

consumerprotection

Kentucky Office of the Attorney 

General - Louisville

Consumer Protection Division

310 Whittington Pkwy., Suite 101 

Louisville, KY 40222

502-429-7134

Toll free: 1-888-432-9257

www.ag.ky.gov/family/

consumerprotection

Kentucky Office of the Attorney 

General - Prestonsburg

361 N. Lake Dr. 

Prestonsburg, KY 41653

606-889-1821

Toll free: 1-888-432-9257 

www.ag.ky.gov/family/

consumerprotection

Louisiana

State Office

Louisiana Office of the Attorney 

General

Consumer Protection Section

PO Box 94005 

Baton Rouge, LA 70804

225-326-6465

Toll free: 1-800-351-4889

: ConsumerInfo@ag.louisiana.gov

www.ag.state.la.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 111

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Parish Office

Jefferson Parish District Attorney’s 

Office

Economic Crime Unit

200 Derbigny St. 

Gretna, LA 70053

504-361-2920

www.jpda.us

Maine

State Offices

Bureau of Consumer Credit 

Protection

35 State House Station 

Augusta, ME 04333

207-624-8527

Toll free: 1-800-332-8529

www.credit.maine.gov

Maine Office of the Attorney General

Consumer Information and Mediation 

Service

6 State House Station 

Augusta, ME 04333

207-626-8849

Toll free: 1-800-436-2131

: consumer.mediation@maine.gov

www.maine.gov/ag

Maryland

State Office

Maryland Office of the Attorney 

General

Consumer Protection Division

200 Saint Paul Pl. 

Baltimore, MD 21202

410-576-6550

410-528-8662 (Consumer Mediation)

410-528-1840 (Medical Billing 

Complaints)

Toll free: 1-888-743-0023 (Switchboard)

Toll free: 1-877-261-8807 (Health plan 

decison appeals)

TTY: 410-576-6372

: consumer@oag.state.md.us

www.marylandattorneygeneral.gov

Regional Offices

Maryland Attorney General’s Office - 

Eastern Shore

Consumer Protection Division

201 Baptist St. 

Salisbury, MD 21801

410-713-3620

: consumer@oag.state.md.us

www.marylandattorneygeneral.gov

Maryland Attorney General’s Office - 

Prince George

Consumer Protection Divison

9200 Basil Ct., Suite 301 

Largo, MD 20774

301-386-6200

: consumer@oag.state.md.us

www.marylandattorneygeneral.gov

Maryland Attorney General’s Office - 

Southern Maryland

15045 Burnt Store Rd. 

Hughesville, MD 20637

301-274-4620

Toll free: 1-866-366-8343

: consumer@oag.state.md.us

www.marylandattorneygeneral.gov

Maryland Attorney General’s Office - 

Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104 

Hagerstown, MD 21740

301-791-4780

: consumer@oag.state.md.us

www.marylandattorneygeneral.gov

County Offices

Howard County Office of Consumer 

Protection

6751 Columbia Gateway Dr., Suite 200 

Columbia, MD 21046

410-313-6420

: consumer@howardcountymd.gov

www.marylandattorneygeneral.gov

Montgomery County Office of 

Consumer Protection

100 Maryland Ave., Suite 330 

Rockville, MD 20850

240-777-3636

240-777-3681 (Anonymous tip line)

: ConsumerProtection@

montgomerycountymd.gov

www.marylandattorneygeneral.gov

Massachusetts

State Offices

Massachusetts Office of Consumer 

Affairs & Business Regulation

10 Park Plaza, Suite 5170 

Boston, MA 02116

617-973-8787

Toll free: 1-888-283-3757

TTY: 1-800-720-3480

www.mass.gov/ocabr

Massachusetts Office of the 

Attorney General

Consumer Advocacy & Response 

Division 

One Ashburton Pl., 18th Floor 

Boston, MA 02108

617-727-8400

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Regional Offices

Massachusetts Office of the 

Attorney General - New Bedford

Consumer Advocacy & Response 

Division

105 William St., 1st Floor 

New Bedford, MA 02740

508-990-9700

617-727-8400

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of the 

Attorney General - Springfield

Consumer Advocacy & Response 

Division

1350 Main St., 4th Floor 

Springfield, MA 01103

413-784-1240

617-727-8400

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Massachusetts Office of the 

Attorney General - Worchester

Consumer Assistance & Response 

Division

10 Mechanic St., Suite 301 

Worcester, MA 01608

508-792-7600

617-727-8400

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

County Offices

Norfolk District Attorney’s Office

Consumer Protection Division

45 Shawmut Rd. 

Canton, MA 02021

781-830-4800

www.norfolkda.com

Northwestern District Attorney’s 

Office - Franklin County

Consumer Protection Unit

13 Conway St. 

Greenfield, MA 01301

413-774-3186

www.northwesternda.org
112 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Northwestern District Attorney’s 

Office - Hampshire County

Consumer Protection Division

One Gleason Plaza 

Northampton, MA 01060

413-586-9225

: NWD.CPU@MassMail.State.

MA.US

www.northwesternda.org

Springfield Mayor’s Office of 

Consumer Information

City Hall, Room 315 

36 Court St.

Springfield, MA 01103

413-787-6437

TTY: 413-787-6154

: moci@springfieldcityhall.com

www.springfieldcityhall.com

City Offices

Boston Consumer Affairs and 

Licensing

1 City Hall Square, Room 817 

Boston, MA 02201

617-635-4165

: mocal@boston.gov

www.boston.gov/ departments/

consumer-affairs-and-licensing

Cambridge Consumers Council

831 Massachusetts Ave., 1st Floor 

Cambridge, MA 02139

617-349-6150

TTY: 617-349-6112

: consumer@cambridgema.gov

www.cambridgema.gov/

consumercouncil

Newton Consumer Affairs

Newton City Hall, Room B07 

1000 Commonwealth Ave.

Newton Centre, MA 02459

617-796-1292

TTY: 617-796-1089

: consumer@newtonma.gov

www.newtonma.gov/gov/

consumer.asp

Revere Consumer Affairs Office

281 Broadway 

Revere, MA 02151

781-286-8114

www.revere.org/departments/

consumer-affairs

Michigan

State Office

Michigan Office of the Attorney 

General

Consumer Protection Division

PO Box 30213 

Lansing, MI 48909

517-373-1140

Toll free: 1-877-765-8388

www.michigan.gov/ag

Minnesota

State Office

Minnesota Office of the Attorney 

General

Consumer Assistance

445 Minnesota St., Suite 1400

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787

TTY: 1-800-366-4812

www.ag.state.mn.us

City Office

Minneapolis Department of 

Business Licenses & Consumer 

Services

350 S. 5th St., Room 1C

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

: minneapolis311@minneapolismn.

gov

www.ci.minneapolis.mn.us/

licensing

Mississippi

State Office

Mississippi Department of 

Agriculture and Commerce

Regulatory Services Bureau 

Consumer Protection

PO Box 1609 

Jackson, MS 39215

601-359-1148

: cp@mdac.ms.gov

www.mdac.ms.gov

Mississippi Office of the Attorney 

General

Consumer Protection Division

PO Box 22947 

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418

www.ago.state.ms.us

Mississippi Office of the Attorney 

General - Biloxi

Consumer Protection Division

1141 Bayview Ave., Suite 402 

Biloxi, MS 39530

228-386-4400

Toll free: 1-855-667-5599

www.ago.state.ms.us

Missouri

State Office

Missouri Office of the Attorney 

General

Consumer Protection Division

207 W. High St. 

PO Box 899

Jefferson City, MO 65102

573-751-3321

Toll free: 1-800-392-8222

: consumer.help@ago.mo.gov

www.ago.mo.gov

Regional Offices

Missouri Office of the Attorney 

General - Cape Girardeau

Consumer Protection Division

2860 Kage Rd. 

Cape Girardeau, MO 63701

573-290-5679

Toll free: 1-800-392-8222

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - Kansas City

Consumer Protection Division

615 E. 13th St., Suite 401 

Kansas City, MO 64106

816-889-5000

Toll free: 1-800-392-8222

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - Springfield

Consumer Protection Division

149 Park Central Sq., Suite 1017 

Springfield, MO 65806

417-895-6567

Toll free: 1-800-392-8222

: consumer.help@ago.mo.gov

www.ago.mo.gov

Missouri Office of the Attorney 

General - St Louis

Consumer Protection Division

815 Olive St., Suite 200 

St. Louis, MO 63101

314-340-6816

Toll free: 1-800-392-8222

: consumer.help@ago.mo.gov

www.ago.mo.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 113

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Montana

State Office

Montana Department of Justice

Office of Consumer Protection

PO Box 200151 

Helena, MT 59620-0151

406-444-4500

Toll free: 1-800-481-6896

: contactocp@mt.gov

dojmt.gov/consumer

Nebraska

State Office

Nebraska Office of the Attorney 

General

Consumer Protection Division

2115 State Capitol 

Lincoln, NE 68509

402-471-2682

Toll free: 1-800-727-6432

Toll free: 1-888-850-7555 (in Spanish)

: ago.consumer@nebraska.gov

www.ago.nebraska.gov

Nevada

State Offices

Nevada Department of Business and 

Industry

Consumer Affairs

555 E. Washington Ave., Suite 4900 

Las Vegas, NV 89101

702-486-2750

Toll free: 1-844-594-7275

: consumerhelp@business.nv.gov

consumeraffairs.nv.gov

Nevada Office of the Attorney 

General - Carson City

100 N. Carson St. 

Carson City, NV 89701

775-684-1100

702-486- 3132 (Consumer Hotline)

: Aginfo@ag.nv.gov

www.ag.nv.gov

Nevada Office of the Attorney 

General - Las Vegas

555 E. Washington Ave., Suite 3900 

Las Vegas, NV 89101

702-486-3420

702-486-3132 (Consumer Hotline)

: Aginfo@ag.nv.gov

www.ag.nv.gov

Nevada Office of the Attorney 

General - Reno

5420 Kietzke Lane, Suite 202 

Reno, NV 89511

775-687-2100

702-486-3132 (Consumer Hotline)

: Aginfo@ag.nv.gov

www.ag.nv.gov

New Hampshire

State Office

New Hampshire Office of the 

Attorney General

Consumer Protection and Antitrust 

Bureau

33 Capitol St. 

Concord, NH 03301

603-271-3643

603-271-3641 (Consumer Hotline)

Toll free: 1-888-468-4454

TTY: 1-800-735-2964

: doj-cpb@doj.nh.gov

www.doj.nh.gov/consumer

New Jersey

State Office

New Jersey Department of Law and 

Public Safety

Division of Consumer Affairs

PO Box 45025 

Newark, NJ 07101

973-504-6200

Toll free: 1-800-242-5846

: AskConsumerAffairs@dca.lps.

state.nj.us

www.njconsumeraffairs.gov

County Offices

Bergen County Office of Consumer 

Protection

One Bergen County Plaza 

Hackensack, NJ 07601

201-336-6400

www.co.bergen.nj.us

Burlington County Office of 

Consumer Affairs/Weights & 

Measures

15 Pioneer Blvd. 

Westampton, NJ 08060

609-265-5054

609-265-5098

: consumer@co.burlington.nj.us

www.co.burlington.nj.us

Cape May County Consumer Affairs

4 Moore Rd., DN 310 

Cape May Court House, NJ 08210

609-886-2903

: consumer@co.cape-may.nj.us

capemaycountynj.gov

Cumberland County Department of 

Consumer Affairs

220 Laurel St. 

Bridgeton, NJ 08302

856-451-0925

851-453-2203 

www.co.cumberland.nj.us

Essex County Division of Citizen 

Services

Consumer Advocate

50 S. Clinton St., Suite 5400 

East Orange, NJ 07018

973-395-8360

www.essex-countynj.org

Gloucester County Office of 

Consumer Affairs and Weights & 

Measures

254 County House Rd. 

Clarksboro, NJ 08020

856-384-6855

www.co.gloucester.nj.us/depts/c/

cpwm/default.asp

Hudson County Division of 

Consumer Protection

567 Pavonia Ave., 4th Floor 

Jersey City, NJ 07306

201-795-6295

: hcdca@hcnj.us

www.hudsoncountynj.org/

consumer-affairs

Mercer County Office of Consumer 

Affairs

640 S. Broad St. 

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

www.mercercounty.org

Middlesex County Division of 

Consumer Affairs and Weights & 

Measures

711 Jersey Ave. 

New Brunswick, NJ 08901

732-745-3875

732-745-3872

: consumer@co.middlesex.nj.us

www.co.middlesex.nj.us/

Government/Departments/PSH/

Pages/Office_Inspections.aspx
114 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Monmouth County Division of 

Consumer Affairs

Hall of Records Annex 

1 E. Main St.

Freehold, NJ 07728

732-431-7900

: consumeraffairs@co.monmouth.

nj.us

www.visitmonmouth.com

Ocean County Department of 

Consumer Affairs

1027 Hooper Ave., Bldg. 2 

Toms River, NJ 08754

732-929-2105 (Consumer Affairs)

732-929-2166 (Weights & Measures)

: OceanCountyConsumerAffairs@

co.ocean.nj.us

www.co.ocean.nj.us/Consumer

Passaic County Department of 

Consumer Protection and Weights & 

Measures

1310 Route 23 N 

Wayne, NJ 07470

973-305-5881

www.passaiccountynj.org

Union County Department of Public 

Safety

Office of Consumer Affairs

300 North Ave., E 

Westfield, NJ 07090

908-654-9840

www.ucnj.org

New Mexico

State Office

New Mexico Office of Attorney 

General

Consumer Protection Division

PO Drawer 1508 

Santa Fe, NM 87504-1508

505-490-4060 (Santa Fe)

505-717-3500 (Albuquerque)

575-339-1120 (Las Cruces)

Toll free: 1-800-678-1508

www.nmag.gov

New York

State Offices

New York Department of State

Division of Consumer Protection

Consumer Assistance Unit

99 Washington Ave. 

Albany, NY 12231

518-474-8583

Toll free: 1-800-697-1220

www.dos.ny.gov/

consumerprotection

Office of the Attorney General - 

Albany 

Consumer Frauds Bureau

State Capitol 

Albany, NY 12224-0341

518-776-2307

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Office of the Attorney General - New 

York City 

Consumer Frauds Bureau

120 Broadway, 3rd Floor 

New York, NY 10271-0332

212-416-8300

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Regional Offices

Binghamton Regional Office of the 

Attorney General

State Office Building, 17th Floor 

44 Hawley St.

Binghamton, NY 13901

607-251-2770

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Brooklyn Regional Office of the 

Attorney General

55 Hanson Pl., Suite 1080 

Brooklyn, NY 11217

718-560-2040

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Buffalo Regional Office of the 

Attorney General

Main Place Tower, Suite 300A 

350 Main St.

Buffalo, NY 14202

716-853-8404

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Harlem Regional Office of the 

Attorney General

163 W. 125th St., Suite 1324 

New York, NY 10027

212-364-6010

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Nassau Regional Office of the 

Attorney General

200 Old Country Rd., Suite 240 

Mineola, NY 11501

516-248-3301

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Plattsburgh Regional Office of the 

Attorney General

43 Durkee St., Suite 700 

Plattsburgh, NY 12901

518-562-3282

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Poughkeepsie Regional Office of the 

Attorney General

One Civic Center Plaza, Suite 401 

Poughkeepsie, NY 12601

845-485-3900

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Rochester Regional Office of the 

Attorney General

144 Exchange Blvd., Suite 200 

Rochester, NY 14614

585-546-7430

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Suffolk Regional Office of the 

Attorney General

300 Motor Pkwy., Suite 230 

Hauppauge, NY 11788

631-231-2401

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Syracuse Regional Office of the 

Attorney General

615 Erie Blvd. W, Suite 104 

Syracuse, NY 13204

315-448-4848

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Utica Regional Office of the Attorney 

General

207 Genesee St., Room 508 

Utica, NY 13501

315-864-2000

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 115

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Watertown Regional Office of the 

Attorney General

Dulles State Office Building 

317 Washington St.

Watertown, NY 13601

315-523-6080

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Westchester Regional Office of the 

Attorney General

44 S. Broadway 

White Plains, NY 10601

914-422-8794

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

County Offices

Albany County Department of 

Consumer Affairs

Consumer Affairs

112 State St., Room 1212 

Albany, NY 12207

518-447-7581

: consumer_complaints@

albanycounty.com

www.albanycounty.com 

Nassau County Office of Consumer 

Affairs

240 Old Country Rd., 3rd Floor 

Mineola, NY 11501

516-571-2600

www.nassaucountyny.gov

Orange County Department of 

Consumer Affairs and Weights & 

Measures

4 Glenmere Cove Rd., Room 39 

Goshen, NY 10924

845-360-6700

www.co.orange.ny.us

Putnam County Department of 

Consumer Affairs

Donald. B. Smith County Government 

Campus 

110 Old Route 6, Bldg. 3

Carmel, NY 10512

845-808-1617

: PutnamConsumerAffairs@

putnamcountyny.gov

www.putnamcountyny.com/

consumer-affairs

Rockland County Office of 

Consumer Protection and Weights & 

Measures

18 New Hempstead Rd. 

New City, NY 10956

845-708-7600

www.rocklandgov.com/

departments/consumerprotection-weights-and-measures

Schenectady County Department 

of Consumer Affairs/Bureau of 

Weights & Measures

64 Kellar Ave. 

Schenectady, NY 12306

518-356-7473

518-356-6795

www.schenectadycounty.com

Ulster County Consumer Affairs

380 Boulevard 

Kingston, NY 12401

845-340-3260

ulstercountyny.gov/consumerfraud

Westchester County Department of 

Consumer Protection

148 Martine Ave., Room 407 

White Plains, NY 10601

914-995-2155

: conpro@westchestergov.com

consumer.westchestergov.com

City Offices

Mt. Vernon Office of Consumer 

Affairs/Bureau of Weights and 

Measures

City Hall 

One Roosevelt Square

Mt. Vernon, NY 10550

914-665-2433

cmvny.com/departments/

consumer-affairs

New York City Department of 

Consumer Affairs

Consumer Services Division

42 Broadway, 9th Floor 

New York, NY 10004

212-639-9675

TTY: 212-504-4115

www.nyc.gov/consumers

Town of Colonie Attorney

Consumer Protection Board

Memorial Town Hall 

534 Loudon Rd.

Newtonville, NY 12128

518-783-2790

www.colonie.org/attorney

Yonkers Consumer Protection 

Bureau

87 Nepperhan Ave., Room 212 

Yonkers, NY 10701

914-377-3000

www.yonkersny.gov

North Carolina

State Offices

North Carolina Department of 

Agriculture and Consumer Services

1001 Mail Service Center 

Raleigh, NC 27699-1001

919-707-3000

www.ncagr.gov

North Carolina Office of the Attorney 

General

Consumer Protection Division

Mail Service Center 9001 

Raleigh, NC 27699-9001

919-716-6000

919-716-0058 (in Spanish)

Toll free: 1-877-566-7226

www.ncdoj.gov

North Dakota

State Office

North Dakota Office of the Attorney 

General

Consumer Protection

Gateway Professional Center 

1050 E. Interstate Ave., Suite 200

Bismarck, ND 58503

701-328-3404

Toll free: 1-800-472-2600

TTY: 1-800-366-6888

: ndag@nd.gov

www.ag.nd.gov

Ohio

State Office

Ohio Office of the Attorney General

Consumer Protection Section

30 E. Broad St., 14th Floor 

Columbus, OH 43215

614-466-4986

Toll free: 1-800-282-0515

www.ohioattorneygeneral.gov

County Offices

Cuyahoga County Department of 

Consumer Affairs

2079 E. 9th St. 

Cleveland, OH 44115

216-443-7035

consumeraffairs.cuyahogacounty.

us
116 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Summit County Office of Consumer 

Affairs

Ohio Building 

175 S. Main St., Suite 209

Akron, OH 44308

330-643-2879

: consumeraffairs@summitoh.net

consumeraffairs.summitoh.net

Oklahoma

State Offices

Oklahoma Department of Consumer 

Credit

3613 N.W. 56th St., Suite 240 

Oklahoma City, OK 73112

405-521-3653

Toll free: 1-800-448-4904

www.ok.gov/okdocc

Oklahoma Office of the Attorney 

General

Public Protection Unit

313 N.E. 21st St. 

Oklahoma City, OK 73105

405-521-3921 (Oklahoma City)

918-581-2885 (Tulsa)

www.oag.ok.gov

Oregon

State Office

Oregon Department of Justice

Consumer Protection Section

1162 Court St., NE 

Salem, OR 97301

503-378-4320 (Salem)

503-229-5576 (Portland)

Toll free: 1-877-877-9392

TTY: 1-800-735-2900

: help@oregonconsumer.gov

www.doj.state.or.us/consumer

Pennsylvania

State Office

Pennsylvania Office of the Attorney 

General

Bureau of Consumer Protection

Strawberry Square, 15th Floor 

Harrisburg, PA 17120

717-787-3391

Toll free: 1-800-441-2555

Toll free: 1-888-520-6680 (Home 

Contractors)

: consumers@attorneygeneral.gov

www.attorneygeneral.gov

Regional Offices

Erie Regional Office of the Attorney 

General

Bureau of Consumer Protection

4801 Atlantic Ave. 

Erie, PA 16506

814-871-4371

www.attorneygeneral.gov

Philadelphia Regional Office of the 

Attorney General

Bureau of Consumer Protection

21 S. 12th St., 2nd Floor 

Philadelphia, PA 19107

215-560-2414

www.attorneygeneral.gov

Pittsburgh Regional Office of the 

Attorney General

Bureau of Consumer Protection

Manor Complex, 6th Floor 

564 Forbes Ave.

Pittsburgh, PA 15219

412-565-5135

www.attorneygeneral.gov

Scranton Regional Office of the 

Attorney General

Bureau of Consumer Protection

417 Lackawanna Ave. 

Scranton, PA 18503

570-963-4913

www.attorneygeneral.gov

State College Regional Office of the 

Attorney General

Bureau of Consumer Protection

444 E. College Ave., Suite 440 

State College, PA 16801

814-863-3900

www.attorneygeneral.gov

County Offices

Bucks County Department of 

Consumer Protection/Weights and 

Measures

1260 Almshouse Rd., 1st Floor 

Doylestown, PA 18901

215-348-6060

Toll free: 1-800-942-2669

: consumerprotection@buckscounty.

org

www.buckscounty.org

Delaware County Consumer Affairs

Government Center Building 

201 W. Front St.

Media, PA 19063

610-891-4865

: delcoca@co.delaware.pa.us

www.co.delaware.pa.us/

consumeraffairs

Puerto Rico

State Office

Puerto Rico Department of 

Consumer Affairs

Ave. José De Diego, Pda. 22

Centro Gubernamental Minillas 

Edificio Torre Norte, Piso 7

San Juan, PR 00940

787-722-7555

daco.pr.gov

Rhode Island

State Office

Rhode Island Department of the 

Attorney General

Consumer Protection Unit

150 S. Main St. 

Providence, RI 02903

401-274-4400

: consumers@riag.ri.gov

www.riag.state.ri.us

South Carolina

State Office

South Carolina Department of 

Consumer Affairs

PO Box 5757 

Columbia, SC 29250

803-734-4200

Toll free: 1-800-922-1594 

www.consumer.sc.gov

South Dakota

State Office

South Dakota Office of the Attorney 

General

Division of Consumer Protection

1302 E. Hwy. 14, Suite 3 

Pierre, SD 57501

605-773-4400

Toll free: 1-800-300-1986 

TTY: 605-773-6585

: consumerhelp@state.sd.us

atg.sd.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 117

STATE, COUNTY, AND CITY

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Tennessee

State Offices

Tennessee Department of 

Commerce and Insurance

Division of Consumer Affairs

500 James Robertson Pkwy., 12th Floor 

Nashville, TN 37243

615-741-4737

Toll free: 1-800-342-8385

: consumer.affairs@tn.gov

www.tn.gov/consumer

Tennessee Office of the Attorney 

General

Consumer Advocate and Protection 

Division

PO Box 20207 

Nashville, TN 37202-0207

615-741-1671

www.tn.gov/attorneygeneral

Texas

State Office

Texas Office of the Attorney General

Consumer Protection Division

PO Box 12548 

Austin, TX 78711-2548

512-463-2185

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Regional Offices

Dallas Regional Office of the 

Attorney General 

Consumer Protection Division

1412 Main St., Suite 810 

Dallas, TX 75202

214-969-7639

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

El Paso Regional Office of the 

Attorney General

Consumer Protection Division

401 E. Franklin Ave., Suite 530 

El Paso, TX 79901

915-834-5800

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Houston Regional Office of the 

Attorney General

Consumer Protection Division

808 Travis St., Suite 1520 

Houston, TX 77002

713-223-5886

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

Pharr Regional Office of the Attorney 

General

Consumer Protection Division

3508 N. Jackson Rd., Suite 1500 

Pharr, TX 78577

956-682-4547

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

San Antonio Regional Office of the 

Attorney General

Consumer Protection Division

115 E. Travis St., Suite 925 

San Antonio, TX 78205

210-225-4191

Toll free: 1-800-621-0508

www.texasattorneygeneral.gov

County Office

Harris County District Attorney’s 

Office

Consumer Fraud

1201 Franklin St., Suite 600 

Houston, TX 77002

713-274-5555

app.dao.hctx.net

Utah

State Offices

Utah Department of Commerce

Division of Consumer Protection

160 E. 300 S, 2nd Floor 

PO Box 146704

Salt Lake City, UT 84114-6704

801-530-6601

Toll free: 1-800-721-7233

: consumerprotection@utah.gov

www.consumerprotection.utah.

gov

Utah Office of the Attorney General

PO Box 142320 

Salt Lake City, UT 84114-2320

Toll free: 1-800-244-4636

: uag@utah.gov

attorneygeneral.utah.gov

Vermont

State Offices

Vermont Agency of Agriculture, 

Food, and Markets

Consumer Protection Section

116 State St. 

Montpelier, VT 05620

802-828-2426

: AGR.ConsumerProtection@state.

vt.us

www.agriculture.vermont.gov

Vermont Office of the Attorney 

General

Consumer Assistance Program

146 University Pl. 

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424

: consumer@uvm.edu

ago.vermont.gov

Virgin Islands

State Offices

Virgin Islands Department of 

Licensing and Consumer Affairs

Golden Rock Shopping Center 

3000 Estate Golden Rock, Suite 9

St. Croix, VI 00820

340-713-3522

www.dlca.vi.gov

Virgin Islands Department of 

Licensing and Consumer Affairs

Property and Procurement Bldg. 

8201 Sub Base, Suite 1

St. Thomas, VI 00802

340 714-3522

www.dlca.vi.gov

Virginia

State Office

Virginia Office of the Attorney 

General

Consumer Protection Section

202 N. 9th St. 

Richmond, VA 23219

804-786-2042

Toll free: 1-800-552-9963

www.oag.state.va.us

Regional Offices

Northern Virginia Regional Office of 

the Attorney General

10555 Main St., Suite 350 

Fairfax, VA 22030

703-277-3540

www.oag.state.va.us

Southwest Regional Office of the 

Attorney General

204 Abingdon Pl. 

Abingdon, VA 24211

276-628-2759

www.oag.state.va.us

Western Regional Office of the 

Attorney General

3033 Peters Creek Rd. 

Roanoke, VA 24019

540-562-3570

www.oag.state.va.us
118 www.USA.gov t 

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Office

Fairfax County Department of Cable 

and Consumer Services

12000 Government Center Pkwy. 

Suite 433 

Fairfax, VA 22035

703-222-8435

www.fairfaxcounty.gov/dccs

Washington

State Office

Washington Office of the Attorney 

General

PO Box 40100 

1125 Washington St., SE

Olympia, WA 98504-0100

360-753-6200

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Regional Offices

Bellingham Regional Office of the 

Attorney General

Consumer Protection Division

103 E. Holly St., Suite 310 

Bellingham, WA 98225

360-676-2037

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Kennewick Regional Office of the 

Attorney General

Consumer Protection Division

8127 W. Klamath Ct., Building 6, Suite A

Kennewick, WA 99336

509-734-7285

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Seattle Regional Office of the 

Attorney General

Consumer Protection Division

800 5th Ave., Suite 2000 

Seattle, WA 98104

206-464-7744

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Spokane Regional Office of the 

Attorney General

Consumer Protection Division

1116 W. Riverside Ave., Suite 100 

Spokane, WA 99201

509-456-3123

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Tacoma Regional Office of the 

Attorney General

Consumer Protection Division

1250 Pacific Ave., Suite 105 

Tacoma, WA 98401

253-593-5243

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Vancouver Office of the Attorney 

General

Consumer Protection Division

1220 Main St., Suite 510 

Vancouver, WA 98660

360-759-2100

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

West Virginia

State Office

West Virginia Office of the Attorney 

General

Consumer Protection Division

PO Box 1789 

Charleston, WV 25326

304-558-8986

Toll free: 1-800-368-8808

: consumer@wvago.gov

www.ago.wv.gov

Wisconsin

State Offices

Wisconsin Department of 

Agriculture, Trade and Consumer 

Protection

Bureau of Consumer Protection

PO Box 8911 

2811 Agriculture Dr.

Madison, WI 53708-8911

608-224-5012

Toll free: 1-800-422-7128

TTY: 608-224-5058

: datcphotline@wisconsin.gov

datcp.wi.gov

Wisconsin Department of Justice

Consumer Protection and Antitrust Unit

PO Box 7857 

Madison, WI 53707-7857

608-266-1221

Toll free: 1-800-998-0700

www.doj.wisconsin.gov

Wyoming

State Office

Wyoming Office of the Attorney 

General

Consumer Protection Unit

Kendrick Building 

2320 Capitol Ave.

Cheyenne, WY 82002

307-777-8962

Toll free: 1-800-438-5799

: AG.Consumer@wyo.gov

ag.wyo.gov/cpu

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 119

STATE BANKING AUTHORITIES

STATE BANKING AUTHORITIES

Contact Your Local Banking Authority 

The officials listed below regulate and supervise state-chartered banks. Many 

of them handle or refer problems and complaints about other types of financial 

institutions as well. Some also answer general questions about banking and 

consumer credit. If you are dealing with a federally-chartered bank, check the 

directory of federal agencies on page 93. Also see the chart in the Banking 

section on page 8. 

Note: Toll free phone numbers may be restricted to use only within the state 

listed.

Alabama

State Banking Department

Consumer Affairs

PO Box 4600 

Montgomery, AL 36103

334-242-3452

Toll free: 1-866-465-2279

www.banking.alabama.gov

Alaska

Department of Commerce, 

Community & Economic 

Development

Division of Banking and Securities

PO Box 110807 

Juneau, AK 99811

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.alaska.gov

Arizona

Department of Financial Institutions

Consumer Affairs

2910 N. 44th St., Suite 310 

Phoenix, AZ 85018

602-771-2800

Toll free: 1-800-544-0708

: consumeraffairs@azdfi.gov

www.azdfi.gov

Arkansas

State Bank Department

400 Hardin Rd., Suite 100 

Little Rock, AR 72211

501-324-9019

: asbd@banking.state.ar.us

banking.arkansas.gov

California

Department of Business Oversight

Consumer Services

1515 K St., Suite 200 

Sacramento, CA 95814

916-327-7585

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies

Division of Banking

1560 Broadway, Suite 975 

Denver, CO 80202

303-894-7575

: dora_bankingwebsite@state.co.us

www.colorado.gov/dora/divisionbanking

Connecticut

Department of Banking

Government Relations and Consumer 

Affairs

260 Constitution Plaza 

Hartford, CT 06103

860-240-8299

Toll free: 1-800-831-7225

Toll free: 1-877-472-8313 (Foreclosure 

assistance hotline)

www.ct.gov/dob

Delaware

Office of the State Bank 

Commissioner

555 E. Loockerman St., Suite 210 

Dover, DE 19901

302-739-4235

: bankcommissioner@state.de.us

www.banking.delaware.gov

District of Columbia

Department of Insurance, Securities 

& Banking

Consumer Services

810 1st St., NE, Suite 701 

Washington, DC 20002

202-727-8000

: disb@dc.gov

disb.dc.gov

Florida

Office of Financial Regulation

Division of Financial Institutions

200 E. Gaines St. 

Tallahassee, FL 32399

850-487-9687

www.flofr.com

Georgia

Department of Banking and Finance

2990 Brandywine Rd., Suite 200 

Atlanta, GA 30341

770-986-1633

Toll free: 1-888-986-1633

www.dbf.georgia.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Division of Financial Institutions

PO Box 2054 

Honolulu, HI 96805

808-586-2820 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644

: dfi@dcca.hawaii.gov

www.cca.hawaii.gov/dfi

Idaho

Department of Finance

Financial Institutions Bureau

PO Box 83720 

Boise, ID 83720

208-332-8000

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov
120 www.USA.gov t 

STATE BANKING AUTHORITIES

Illinois

Department of Financial and 

Professional Regulation

Division of Banking

320 W. Washington St. 

Springfield, IL 62786

Toll free: 1-844-768-1713

TTY: 1-866-325-4949

www.idfpr.com

Indiana

Department of Financial Institutions

30 S. Meridian St., Suite 300 

Indianapolis, IN 46204

317-232-3955

Toll free: 1-800-382-4880

www.in.gov/dfi

Iowa

Division of Banking

200 E. Grand Ave., Suite 300 

Des Moines, IA 50309

515-281-4014

: idobcomplaints@idob.state.ia.us

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 S.W. Jackson St., Suite 300 

Topeka, KS 66603

785-296-2266

Toll free: 1-877-387-8523 

: complaints@osbckansas.org

www.osbckansas.org

Kentucky

Department of Financial Institutions

1025 Capitol Center Dr., Suite 200 

Frankfort, KY 40601

502-573-3390

Toll free: 1-844-354-0613

: kfi.complaints@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

PO Box 94095 

Baton Rouge, LA 70804-9095

225-925-4660

Toll free: 1-888-525-9414

: complaints@ofi.la.gov

www.ofi.state.la.us

Maine

Bureau of Financial Institutions

Consumer Outreach Program

36 State House Station 

Augusta, ME 04333-0036

207-624-8570

Toll free: 1-800-965-5235

: bfi.info@maine.gov

www.maine.gov/pfr/

financialinstitutions

Maryland

Department of Labor, Licensing and 

Regulation

Commissioner of Financial Regulation

500 N. Calvert St., Suite 402 

Baltimore, MD 21202

410-230-6077

Toll free: 1-888-784-0136

: DLFRComplaints-DLLR@

maryland.gov

www.dllr.state.md.us/finance

Massachusetts

Office of Consumer Affairs and 

Business Regulation

Division of Banks 

Consumer Assistance Unit

1000 Washington St., 10th Floor 

Boston, MA 02118

617-956-1500

Toll free: 1-800-495-2265

TTY: 617-956-1577

www.mass.gov/dob

Michigan

Department of Insurance and 

Financial Services

PO Box 30220 

Lansing, MI 48909-7720

517-284-8800

Toll free: 1-877-999-6442

: difs-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Financial Institutions Division

85 7th Pl. E, Suite 500 

St. Paul, MN 55101

651-539-1600

Toll free: 1-800-657-3602

: consumer.protection@state.mn.us

mn.gov/commerce

Mississippi

Department of Banking and 

Consumer Finance

PO Box 12129 

Jackson, MS 39236-2129

601-321-6901

Toll free: 1-800-844-2499

www.dbcf.state.ms.us

Missouri

Division of Finance

Truman State Office Building, Room 630

Jefferson City, MO 65102

573-751-3242

: finance@dof.mo.gov

www.finance.mo.gov

Montana

Division of Banking and Financial 

Institutions

PO Box 200546 

Helena, MT 59620

406-841-2920

TTY: 406-841-2974

: banking@mt.gov

www.banking.mt.gov

Nebraska

Department of Banking and Finance

Financial Institutions Division

PO Box 95006 

Lincoln, NE 68509-5006

402-471-2171

Toll free: 1-877-471-3445

www.ndbf.ne.gov

Nevada

Department of Business and 

Industry

Financial Institutions Division

2785 E. Desert Inn Rd. 

Las Vegas, NV 89121

702-486-4120

Toll free: 1-866-858-8951

: fidmaster@fid.state.nv.us

fid.nv.gov

New Hampshire

State Banking Department

53 Regional Dr., Suite 200 

Concord, NH 03301

603-271-3561

Toll free: 1-800-437-5991

: nhbd@banking.nh.gov

www.nh.gov/banking
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 121

STATE BANKING AUTHORITIES

STATE BANKING AUTHORITIES

New Jersey

Department of Banking and 

Insurance

Consumer Inquiry and Response Center

PO Box 040

Trenton, NJ 08625

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Regulation and Licensing 

Department

Financial Institutions Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4885

www.rld.state.nm.us/

financialinstitutions

New York

Department of Financial ServicesMain Office 

One State St.

New York, NY 10004-1511

212-480-6400

www.dfs.ny.govt

Department of Financial Services

Consumer Assistance Unit

1 Commerce Plaza 

Albany, NY 12257

212-480-6400

Toll free: 1-800-342-3736

www.dfs.ny.gov

North Carolina

Commissioner of Banks

4309 Mail Service Center 

Raleigh, NC 27699-4309

919-733-3016

www.nccob.gov

North Dakota

Department of Financial Institutions

2000 Schafer St., Suite G 

Bismarck, ND 58501

701-328-9933

TTY: 1-800-366-6888

: dfi@nd.gov

www.nd.gov/dfi

Ohio

Department of Commerce

Division of Financial Institutions

77 S. High St., 21st Floor 

Columbus, OH 43215

614-728-8400

Toll free: 1-866-278-0003

: web.dfi@com.ohio.gov

www.com.ohio.gov/fiin

Oklahoma

State Banking Department

2900 N. Lincoln Blvd. 

Oklahoma City, OK 73105

405-521-2782

www.ok.gov/banking

Oregon

Department of Consumer and 

Business Services

Division of Financial Regulation

PO Box 14480 

Salem, OR 97309

503-378-4140

Toll free: 1-866-814-9710

: dcbs.dfcsmail@oregon.gov

dfcs.oregon.gov

Pennsylvania

Department of Banking and 

Securities

Consumer Services

17 N. Second St., Suite 1300 

Harrisburg, PA 17101

717-787-1854

Toll free: 1-800-600-0007

TTY: 1-800-679-5070

www.dobs.pa.gov

Puerto Rico

Office of the Commissioner of 

Financial Institutions

PO Box 11855 

San Juan, PR 00910-3855

787-723-3131

www.ocif.gobierno.pr

Rhode Island

Department of Business Regulation

Division of Banking

1511 Pontiac Ave., Bldg. 68-2 

Cranston, RI 02920

401-462-9500

www.dbr.state.ri.us

South Carolina

Office of the Commissioner of 

Banking

Board of Financial Institutions

1205 Pendleton St., Suite 305 

Columbia, SC 29201

803-734-2001

www.banking.sc.gov

South Dakota

Department of Labor and Regulation

Division of Banking

1601 N. Harrison Ave., Suite 1 

Pierre, SD 57501

605-773-3421

: banking@state.sd.us

dlr.sd.gov/banking

Tennessee

Department of Financial Institutions

Tennessee Tower, 26th Floor 

312 Rosa L. Parks Ave.

Nashville, TN 37243

615-253-2023

Toll free: 1-800-778-4215

: tdfi.consumerresources@tn.gov

www.tennessee.gov/tdfi

Texas

Department of Banking

Consumer Assistance 

2601 N. Lamar Blvd. 

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554

: consumer.complaints@dob.texas.

gov

www.dob.texas.gov

Utah

Department of Financial Institutions

PO Box 146800 

Salt Lake City, UT 84114-6800

801-538-8830

: dfi@utah.gov

www.dfi.utah.gov/financialinstitutions
122 www.USA.gov t 

STATE BANKING AUTHORITIES

Vermont

Department of Financial Regulation

Banking Division

89 Main St. 

Montpelier, VT 05620

802-828-3301

Toll free: 1-888-568-4547 

: dfr.bnkconsumer@vermont.gov

www.dfr.vermont.gov

Virgin Islands

Office of the Lieutenant Governor

Division of Banking and Insurance

1131 King St., Suite 101 

Christiansted, St. Croix, VI 00820

340-773-6459

ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Financial Institutions

PO Box 640 

Richmond, VA 23218-0640

804-371-9657

Toll free: 1-800-552-7945

: bfiquestions@scc.virginia.gov

www.scc.virginia.gov/bfi

Washington

Department of Financial Institutions

Division of Consumer Services

PO Box 41200 

Olympia, WA 98504-1200

360-902-8703

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

Division of Financial Institutions

900 Pennsylvania Ave., Suite 306

Charleston, WV 25302

304-558-2294

www.dfi.wv.gov

Wisconsin

Department of Financial Institutions

Division of Banking 

Bureau of Consumer Affairs 

PO Box 8041

Madison, WI 53708-8041

608-264-7969

www.wdfi.org

Wyoming

Department of Audit

Division of Banking

Herschler Building, 3rd Floor, East

122 W. 25th St. 

Cheyenne, WY 82002

307-777-7797

: WyomingBankingDivision@wyo.

gov

audit.wyo.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 123

STATE INSURANCE REGULATORS

STATE INSURANCE REGULATORS

Contact Your Local Insurance Regulator 

The offices listed below enforce laws and regulations for each type of 

insurance. Many of these offices can also provide you with information to help 

you make informed insurance-buying decisions. See the Insurance section in 

Part I of this Handbook for advice (p. 31). 

If you have a question or complaint about your insurance company’s policies, 

contact the company before you contact your state insurance regulator.

Note: Toll free phone numbers may be restricted to use only within the state listed.

Alabama

Department of Insurance

Consumer Services

PO Box 303351 

Montgomery, AL 36130-3351

334-241-4141

: ConsumerServices@insurance.

alabama.gov

www.aldoi.gov

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Insurance

Consumer Services

550 W. 7th Ave., Suite 1560

Anchorage, AK 99501

907-269-7900

Toll free: 1-800-467-8725

: insurance@alaska.gov

www.commerce.alaska.gov/web/

ins

Arizona

Department of Insurance

Consumer Services

2910 N. 44th St., Suite 210 

Phoenix, AZ 85018

602-364-2499

602-364-2977 (in Spanish)

Toll free: 1-800-325-2548

: consumers@azinsurance.gov

www.insurance.az.gov

Arkansas

Insurance Department

Consumer Services 

1200 W. 3rd St. 

Little Rock, AR 72201

501-371-2640

Toll free: 1-800-852-5494

: insurance.consumers@arkansas.

gov

www.insurance.arkansas.gov

California

Department of Insurance

Consumer Services Division

300 Capitol Mall, Suite 1700 

Sacramento, CA 95814

Toll free: 1-800-927-4357 

TTY: 1-800-482-4833

www.insurance.ca.gov

Department of Managed Health Care

California Help Center

980 9th St., Suite 500 

Sacramento, CA 95814

Toll free: 1-888-466-2219

TTY: 1-877-688-9891

www.dmhc.ca.gov

Colorado

Department of Regulatory Agencies

Division of Insurance

1560 Broadway, Suite 850 

Denver, CO 80202

303-894-7490

Toll free: 1-800-930-3745 

: insurance@dora.state.co.us

www.dora.colorado.gov/insurance

Connecticut

Insurance Department

Consumer Affairs 

PO Box 816 

Hartford, CT 06142-0816

860-297-3900

Toll free: 1-800-203-3447

: insurance@ct.gov

www.ct.gov/cid

Delaware

Insurance Department

Consumer Services

841 Silver Lake Blvd. 

Dover, DE 19904

302-674-7310

Toll free: 1-800-282-8611

: consumer@state.de.us

www.delawareinsurance.gov

District of Columbia

Department of Insurance, Securities 

and Banking

Consumer Services 

810 First St., NE, Suite 701 

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

disb.dc.gov

Florida

Office of Insurance Regulation

Consumer Services

200 E. Gaines St. 

Tallahassee, FL 32399

850-413-3140

www.floir.com

Georgia

Insurance and Safety Fire 

Commissioner

Consumer Services

2 Martin Luther King, Jr., Dr. 

West Tower, Suite 716

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298 

www.oci.ga.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Insurance Division

PO Box 3614 

Honolulu, HI 96811

808-586-2790 (Honolulu)

808-974-4000 (Hawaii)

808-274-3141 (Kauai)

808-984-2400 (Maui)

Toll free: 1-800-468-4644

: insurance@dcca.hawaii.gov

www.cca.hawaii.gov/ins
124 www.USA.gov t 

STATE INSURANCE REGULATORS

Idaho

Department of Insurance

Consumer Services

700 W. State St., 3rd Floor 

Boise, ID 83720-0043

208-334-4319

Toll free: 1-800-721-3272 

: consumeraffairs@doi.idaho.gov

www.doi.idaho.gov

Illinois

Illinois Department of Insurance

320 W. Washington St. 

Springfield, IL 62767

217-782-4515

Toll free: 1-877-527-9431

Toll free: 1-866-445-5364

TTY: 1-866-323-5321

: doi.infodesk@illinois.gov

insurance.illinois.gov

Indiana

Department of Insurance

Consumer Services

311 W. Washington St., Suite 300 

Indianapolis, IN 46204

317-232-2395

Toll free: 1-800-622-4461

: consumerservices@idoi.in.gov

www.in.gov/idoi

Iowa

Insurance Division

Market Regulation Bureau

601 Locust St., 4th Floor 

Des Moines, IA 50309

515-281-6348

Toll free: 1-877-955-1212

www.iid.state.ia.us

Kansas

Insurance Department

Consumer Assistance Division

420 S.W. 9th St. 

Topeka, KS 66612

785-296-7829

Toll free: 1-800-432-2484

TTY: 1-877-235-3151

: webcomplaints@ksinsurance.org

www.ksinsurance.org

Kentucky

Department of Insurance

Consumer Protection Division

PO Box 517 

Frankfort, KY 40602-0517

502-564-6034

Toll free: 1-800-595-6053

TTY: 1-800-648-6056

: doi.info@ky.gov

insurance.ky.gov

Louisiana

Department of Insurance

Office of Consumer Advocacy

PO Box 94214 

Baton Rouge, LA 70804-9214

225-219-4775

225-342-5900

Toll free: 1-800-259-5301

: consumeradvocacy@ldi.la.gov

www.ldi.louisiana.gov

Maine

Department of Professional and 

Financial Regulation

Bureau of Insurance

34 State House Station 

Augusta, ME 04333

207-624-8475

Toll free: 1-800-300-5000

: Insurance.PFR@maine.gov

www.maine.gov/pfr/insurance

Maryland

Insurance Administration

Consumer Division

200 St. Paul Pl., Suite 2700 

Baltimore, MD 21202

410-468-2000

Toll free: 1-800-492-6116

TTY: 1-800-735-2258

www.insurance.maryland.gov/

Consumer

Massachusetts

Office of Consumer Affairs & 

Business Regulation

Division of Insurance

Consumer Services Section

1000 Washington St., Suite 810 

Boston, MA 02118

617-521-7794

Toll free: 1-877-563-4467

TTY: 1-800-720-3480

: doicss.mailbox@state.ma.us

www.mass.gov/doi

Michigan

Department of Insurance and 

Financial Services

PO Box 30220 

Lansing, MI 48909

517-284-8800

Toll free: 1-877-999-6442

: difs-ins-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Insurance Division

85 7th Pl. E, Suite 500 

St. Paul, MN 55101

651-539-1600

Toll free: 1-800-657-3602

: consumer.protection@state.mn.us

mn.gov/commerce/consumers/

your-insurance

Mississippi

Insurance Department

Consumer Services Division

PO Box 79 

Jackson, MS 39205-0079

601-359-3569

Toll free: 1-800-562-2957

: consumer@mid.ms.gov

www.mid.ms.gov

Missouri

Department of Insurance, Financial, 

and Professional Registration

Consumer Affairs Division

PO Box 690 

Jefferson City, MO 65102-0690

Toll free: 1-800-726-7390

TTY: 573-526-4536

: consumeraffairs@insurance.

mo.gov

www.insurance.mo.gov

STATE INSURANCE REGULATORS
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 125

STATE INSURANCE REGULATORS

STATE INSURANCE REGULATORS

Montana

Commissioner of Securities and 

Insurance

Insurance Division

840 Helena Ave. 

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

TTY: 406-444-3426

www.csimt.gov

Nebraska

Department of Insurance

Consumer Affairs

PO Box 82089 

Lincoln, NE 68501-2089

402-471-2201

Toll free: 1-877-564-7323

TTY: 1-800-833-7352

: DOI.ConsumerAffairs@nebraska.

gov

www.doi.ne.gov

Nevada

Department of Business and 

Industry

Division of Insurance

Consumer Services Section

1818 E. College Pkwy., Suite 103 

Carson City, NV 89706

775-687-0700

Toll free: 1-888-872-3234

: cscc@doi.state.nv.us

doi.nv.gov

Nevada Department of Business and 

Industry

Division of Insurance

Consumer Services and Enforcement

2501 E. Sahara Ave., Suite 302 

Las Vegas, NV 89104

702-486-4009

Toll free: 1-888-872-3234

doi.nv.gov

New Hampshire

Insurance Department

Consumer Services Division

21 S. Fruit St., Suite 14 

Concord, NH 03301

603-271-2261

Toll free: 1-800-852-3416

TTY: 1-800-735-2964

: consumerservices@ins.nh.gov

www.nh.gov/insurance

New Jersey

Department of Banking and 

Insurance

Consumer Inquiries and Complaints

PO Box 471 

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Superintendent of Insurance

Consumer Assistance Bureau

PO Box 1689 

Santa Fe, NM 87504-1689

505-827-4601

Toll free: 1-855-427-5674

www.osi.state.nm.us

New York

Department of Financial Services

Insurance Department 

Consumer Assistance Unit

One Commerce Plaza 

Albany, NY 12257

212-480-6400

Toll free: 1-800-342-3736

www.dfs.ny.gov

North Carolina

Department of Insurance

Consumer Services

1201 Mail Service Center 

Raleigh, NC 27699-1201

919-807-6750

Toll free: 1-855-408-1212

www.ncdoi.com

North Dakota

Insurance Department

Consumer Assistance Center

1701 S. 12th St. 

Bismarck, ND 58504

701-328-2440

Toll free: 1-800-247-0560

TTY: 1-800-366-6888

: insurance@nd.gov

www.nd.gov/ndins

Ohio

Department of Insurance

Consumer Affairs

50 W. Town St., Suite 300 

Columbus, OH 43215

614-644-2658

Toll free: 1-800-686-1526

Toll free: 1-800-686-1527 (Fraud Hotline)

TTY: 614-644-3745

www.insurance.ohio.gov

Oklahoma

Insurance Department

Consumer Assistance 

Five Corporate Plaza 

3625 N.W. 56th St., Suite 100

Oklahoma City, OK 73112

405-521-2991

Toll free: 1-800-522-0071

www.ok.gov/oid

Oregon

Division of Financial Regulation

Insurance Division

PO Box 14480 

Salem, OR 97309-0405

503-947-7984

Toll free: 1-888-877-4894

: cp.ins@oregon.gov

www.oregon.gov/dcbs/insurance/

Pages/aboutus.aspx

Pennsylvania

Insurance Department

Consumer Services

1209 Strawberry Square 

Harrisburg, PA 17120

717-783-2153

Toll free: 1-877-881-6388

TTY: 717-783-3898

www.insurance.pa.gov

Puerto Rico

Office of the Commissioner of 

Insurance

B5 Calle Tabonuco, Suite 216 PMB 356 

Guaynabo, PR 00968-3029

787-304-8686

www.ocs.gobierno.pr/ocspr

STATE INSURANCE REGULATORS
126 www.USA.gov t 

STATE INSURANCE REGULATORS

Rhode Island

Department of Business Regulation

Insurance Division

1511 Pontiac Ave., Bldg. 69-2

Cranston, RI 02920

401-462-9520

: DBR.Insurance@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Department of Insurance

Consumer Services

PO Box 100105 

Columbia, SC 29202-3105

803-737-6180

Toll free: 1-800-768-3467

: consumers@doi.sc.gov

www.doi.sc.gov

South Dakota

Department of Labor and Regulation

Division of Insurance

124 S. Euclid Ave., 2nd Floor 

Pierre, SD 57501

605-773-3563

: insurance@state.sd.us

www.dlr.sd.gov/insurance

Tennessee

Department of Commerce and 

Insurance

Consumer Insurance Services

500 James Robertson Pkwy.

Nashville, TN 37243

615-741-2218

Toll free: 1-800-342-4029 

www.tn.gov/commerce

Texas

Department of Insurance

Consumer Protection (111-1A)

PO Box 149091 

Austin, TX 78714-9091

Toll free: 1-800-252-3439

: consumerprotection@tdi.texas.gov

www.tdi.texas.gov

Utah

Insurance Department

Consumer Service

State Office Building, Suite 3110 

450 N. State St.

Salt Lake City, UT 84114

801-538-3800

Toll free: 1-800-439-3805

TTY: 801-538-3826

www.insurance.utah.gov

Vermont

Department of Financial Regulation

Insurance Consumer Services

89 Main St. 

Montpelier, VT 05620-3101

802-828-3302

Toll free: 1-800-964-1784

: dfr.insuranceinfo@vermont.gov

www.dfr.vermont.gov

Virgin Islands

Division of Banking and Insurance

5049 Kongens Gade 

St. Thomas, VI 00802

340-774-7166

ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Insurance

PO Box 1157 

Richmond, VA 23218-1157

804-371-9741

Toll free: 1-877-310-6560

TTY: 804-371-9206

: bureauofinsurance@scc.virginia.

gov

www.scc.virginia.gov

Washington

Office of the Insurance 

Commissioner

Consumer Protection

PO Box 40256 

Olympia, WA 98504-0256

360-725-7080

Toll free: 1-800-562-6900

TTY: 360-586-0241

www.insurance.wa.gov

West Virginia

Offices of the Insurance 

Commissioner

Consumer Service 

PO Box 50540 

Charleston, WV 25305-0540

304-558-3386

Toll free: 1-888-879-9842

TTY: 1-800-435-7381

: OICConsumerServices@wv.gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner of 

Insurance

PO Box 7873 

Madison, WI 53707-7873

608-266-3585

Toll free: 1-800-236-8517

: ocicomplaints@wisconsin.gov

oci.wi.gov

Wyoming

Department of Insurance

Consumer Affairs Section

106 E. 6th Ave. 

Cheyenne, WY 82001

307-777-7402

Toll free: 1-800-438-5768

doi.wyo.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 127

STATE SECURITIES ADMINISTRATORS

STATE SECURITIES ADMINISTRATORS

Contact Your Local Securities Administrator

State securities regulators protect the investing public. Each state has its own 

laws and regulations for securities brokers and securities, including stocks, 

mutual funds, commodities, real estate, and more. The agencies listed below 

enforce these laws and regulations. They also license securities professionals, 

register securities, and investigate consumer complaints. While these 

agencies do not provide investment advice, many of them offer educational 

resources so investors can make informed investment decisions. 

Contact the company involved if you have a question or complaint about an 

investment. If you are not satisfied with the response you get, contact your 

state securities administrator. 

Note: Toll free phone numbers may be restricted to use only within the state 

listed. 

Alabama

Securities Commission

PO Box 304700 

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253

: asc@asc.alabama.gov

www.asc.state.al.us

Alaska

Department of Commerce, 

Community, and Economic 

Development

Division of Banking and Securities

550 West 7th Ave., Suite 1850 

Anchorage, AK 99501

907-269-8140

Toll free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.alaska.gov

Arizona

Corporation Commission

Securities Division

1300 W. Washington St., 3rd Floor 

Phoenix, AZ 85007

602-542-4242

Toll free: 1-866-837-4399

: securitiesdiv@azcc.gov

www.azinvestor.gov

Arkansas

Securities Department

Heritage West Building, Suite 300 

201 E. Markham St.

Little Rock, AR 72201

501-324-9260

Toll free: 1-800-981-4429

: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Department of Business Oversight

Consumer Services

1515 K St., Suite 200 

Sacramento, CA 95814

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies

Division of Securities

1560 Broadway, Suite 900 

Denver, CO 80202

303-894-2320

: dora_securitieswebsite@state.

co.us

www.colorado.gov/pacific/dora

Connecticut

Department of Banking

Securities and Business Investments 

Division

260 Constitution Plaza 

Hartford, CT 06103-1800

860-240-8230

Toll free: 1-800-831-7225

www.ct.gov/dob

Delaware

Department of Justice

Investor Protection Unit

Carvel State Office Building, 5th Floor 

820 N. French St.

Wilmington, DE 19801

302-577-8424

: Investor.Protection@state.de.us

www.attorneygeneral.delaware.

gov/fraud/ipu

District of Columbia

Department of Insurance, Securities 

and Banking

Consumer Services

810 1st St., NE, Suite 701 

Washington, DC 20002

202-727-8000

: disb.complaints@dc.gov

disb.dc.gov

Florida

Office of Financial Regulation

Division of Securities

200 E. Gaines St. 

Tallahassee, FL 32399

850-487-9687

www.flofr.com

Georgia

Secretary of State

Securities Division

2 Martin Luther King Dr., SE 

Suite 313, West Tower

Atlanta, GA 30334

404-654-6023

Toll free: 1-844-753-7825

www.sos.ga.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Business Registration Division

Commissioner of Securities 

PO Box 40

Honolulu, HI 96810

808-586-2744 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644 (Lanai and 

Molokai)

Toll free: 1-877-447-2267 (Scams)

: seb@dcca.hawaii.gov

www.cca.hawaii.gov/sec
128 www.USA.gov t 

STATE SECURITIES ADMINISTRATORS

Idaho

Department of Finance

Securities Bureau

PO Box 83720 

Boise, ID 83720

208-332-8000

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov

Illinois

Secretary of State

Securities Department

421 E. Capitol Ave., 2nd Floor 

Springfield, IL 62701

217-782-2256

www.cyberdriveillinois.com/

departments/securities/home.html

Secretary of State

Securities Department

69 W. Washington St., Room 1220 

Chicago, IL 60602

312-793-3384

www.cyberdriveillinois.com/

departments/securities/home.html

Indiana

Secretary of State

Securities Division

302 W. Washington St., Room E111

Indianapolis, IN 46204

317-232-6681

Toll free: 1-800-223-8791

www.in.gov/sos/securities/index.

htm

Iowa

Securities Bureau

601 Locust St., 4th Floor 

Des Moines, IA 50309

515-281-5705

: iowasec@iid.state.ia.us

iid.iowa.gov

Kansas

Office of the Securities 

Commissioner

109 S.W. 9th St., Suite 600

Topeka, KS 66612

785-296-3307

Toll free: 1-800-232-9580

www.ksc.ks.gov

Kentucky

Department of Financial Institutions

Securities Division

1025 Capitol Center Dr., Suite 200 

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

Securities Division

8660 United Plaza Blvd., 2nd Floor

Baton Rouge, LA 70809

225-925-4512

Toll free: 1-877-516-3653

: ofila@ofi.la.gov

www.ofi.state.la.us

Maine

Department of Professional and 

Financial Regulation

Office of Securities

121 State House Station 

Augusta, ME 04333

207-624-8551

Toll free: 1-877-624-8551

www.maine.gov/pfr/securities

Maryland

Office of the Attorney General

Securities Division

200 Saint Paul Pl. 

Baltimore, MD 21202

410-576-6360

Toll free: 1-888-743-0023

TTY: 410-576-6372

: securities@oag.state.md.us

www.marylandattorneygeneral.

gov/Pages/Securities/defaut.aspx

Massachusetts

Secretary of the Commonwealth

Securities Division

McCormack Building One Ashburton 

Pl., 17th Floor

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428 

TTY: 617-878-3889

: securities@sec.state.ma.us

www.sec.state.ma.us/sct/sctidx.

htm

Michigan

Department of Licensing and 

Regulatory Affairs

Securities Division

PO Box 30018 

Lansing, MI 48909

517-335-5237

: LARA-CSCL-Securities-Audit@

michigan.gov

www.michigan.gov/securities

Minnesota

Department of Commerce

Securities Unit

85 7th Pl. E, Suite 500 

St. Paul, MN 55101

651-539-1638

: securities.commerce@state.mn.us

mn.gov/commerce

Mississippi

Secretary of State

Securities Division

PO Box 136 

Jackson, MS 39205-0136

601-359-1334

www.sos.ms.gov

Missouri

Office of the Secretary of State

Investor Protection & Securities 

600 W. Main St. 

Jefferson City, MO 65101

573-751-4136

Toll free: 1-800-721-7996

: securities@sos.mo.gov

www.sos.mo.gov/securities

Montana

Office of the State Auditor

Commissioner of Securities and 

Insurance

Securities Department 

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

TTY: 406-444-3246

www.csimt.gov/securities
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 129

STATE SECURITIES ADMINISTRATORS

STATE SECURITIES ADMINISTRATORS

Nebraska

Department of Banking and Finance

Bureau of Securities

PO Box 95006 

Lincoln, NE 68509-5006

402-471-3445

Toll free: 1-877-471-3445

www.ndbf.ne.gov

Nevada

Office of the Secretary of State 

Securities Division

555 E. Washington Ave., Suite 5200

Las Vegas, NV 89101

702-486-2440

: nvsec@sos.nv.gov

www.nvsos.gov

New Hampshire

Bureau of Securities Regulation

107 N. Main St., #204 

Concord, NH 03301

603-271-1463

Toll free: 1-800-994-4200

: securities@sos.nh.gov

sos.nh.gov/sec_reg.aspx

New Jersey

Office of the Attorney General

Bureau of Securities

153 Halsey St., 6th Floor 

Newark, NJ 07102

973-504-3600

Toll free: 1-866-446-8378 

: njbos@dca.lps.state.nj.us

www.njconsumeraffairs.gov/bos

New Mexico

Regulation and Licensing 

Department

Securities Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87504

505-476-4580

Toll free: 1-800-704-5533 

www.rld.state.nm.us/securities

New York

Office of the Attorney General

Investor Protection Bureau

120 Broadway, 23rd Floor 

New York, NY 10271

212-416-8222

: Investor.Complaints@ag.ny.gov

www.ag.ny.gov/bureau/investorprotection-bureau

North Carolina

Secretary of State

Securities Division

PO Box 29622 

Raleigh, NC 27626-0622

919-733-3924

Toll free: 1-800-688-4507

: secdiv@sosnc.gov

www.sosnc.gov/sec

North Dakota

Securities Department

State Capitol, 5th Floor 

600 E. Boulevard Ave.

Bismarck, ND 58505

701-328-2910

Toll free: 1-800-297-5124

: ndsecurities@nd.gov

www.nd.gov/securities

Ohio

Department of Commerce

Division of Securities

77 S. High St., 22nd Floor 

Columbus, OH 43215

614-644-7381

Toll free: 1-877-683-7841 

: securitiesgeneral.questions@com.

state.oh.us

www.com.ohio.gov/secu

Oklahoma

Department of Securities

204 N. Robinson Ave., Suite 400 

Oklahoma City, OK 73102

405-280-7700

www.securities.ok.gov

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities

PO Box 14480 

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

: dcbs.dfcsmail@state.or.us

dfr.oregon.gov

Pennsylvania

Securities Commission

17 N. 2nd St., Suite 1300 

Harrisburg, PA 17101

717-787-1854

Toll free: 1-800-722-2657 

www.dobs.pa.gov/Consumers

Puerto Rico

Office of the Commissioner of 

Financial Institutions

Securities Division

PO Box 11855 

San Juan, PR 00910-3855

787-723-3131

: valores@ocif.gobierno.pr

www.ocif.gobierno.pr

Rhode Island

Department of Business Regulation

Securities Division

1511 Pontiac Ave. 

Cranston, RI 02920

401-462-9527

: DBR.SecInquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Office of the Attorney General

Securities Division

PO Box 11549 

Columbia, SC 29211-1549

803-734-9916

www.scag.gov/scsecurities

South Dakota

Department of Labor and Regulation

Division of Securities

124 S. Euclid Ave., Suite 104 

Pierre, SD 57501

605-773-4823

www.dlr.sd.gov/securities
130 www.USA.gov t 

STATE SECURITIES ADMINISTRATORS

Tennessee

Department of Commerce and 

Insurance

Securities Division

500 James Robertson Pkwy., 8th Floor 

Nashville, TN 37243-0575

615-741-2947

Toll free: 1-800-863-9117

: Ask.tdci@TN.Gov

tn.gov/commerce/section/

securities

Texas

State Securities Board

PO Box 13167 

Austin, TX 78711-3167

512-305-8300

www.ssb.texas.gov

Utah

Department of Commerce

Division of Securities

PO Box 146760 

Salt Lake City, UT 84114-6760

801-530-6600

Toll free: 1-800-721-7233

: securities@utah.gov

www.securities.utah.gov

Vermont

Department of Financial Regulation

Securities Division

89 Main St. 

Montpelier, VT 05620

802-828-3420

: dfr.securitiesinfo@vermont.gov

www.dfr.vermont.gov

Virginia

State Corporation Commission

Division of Securities and Retail 

Franchising

PO Box 1197 

Richmond, VA 23218

804-371-9051

Toll free: 1-800-552-7945

TTY: 804-371-9206

: SRF_General@scc.virginia.gov

www.scc.virginia.gov/srf

Washington

Department of Financial Institutions

Division of Securities

PO Box 41200 

Olympia, WA 98504-1200

360-902-8760

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

State Auditor’s Office

Securities Commission

1900 Kanawha Blvd., E 

Building 1, Room W-100

Charleston, WV 25305

304-558-2251

: securities@wvsao.gov

www.wvsao.gov/Securities

Wisconsin

Department of Financial Institutions

Division of Securities

PO Box 1768

Madison, WI 53701-1768

608-266-1064

www.wdfi.org

Wyoming

Office of the Secretary of State

Compliance Division

2020 Carey Ave., Suite 700

Cheyenne, WY 82002

307-777-7370

: Compliance@wyo.gov

soswy.state.wy.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 131

STATE UTILITIES COMMISSIONS

STATE UTILITIES COMMISSIONS

Contact Your Local Utilities Commission 

State utilities commissions regulate services and rates for gas, electricity, and 

telephones in your state. In some states, the utility commissions regulate other 

services such as water, transportation, and the moving of household goods. 

Rates for utilities and services provided between states are regulated by the 

federal government. 

Many utilities commissions handle consumer complaints. Sometimes, if they 

receive a number of complaints about the same utility matter, they will conduct 

investigations.

Note: Toll free phone numbers may be restricted to use only within the state 

listed.

Alabama

Alabama Public Service 

Commission

Consumer Services

PO Box 304260 

Montgomery, AL 36130

334-242-5218

Toll free: 1-800-392-8050

www.psc.alabama.gov

Alaska

Regulatory Commission

Consumer Protection and Information 

Section

701 W. 8th Ave., Suite 300 

Anchorage, AK 99501

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4533

: cp.mail@alaska.gov

rca.alaska.gov

Arizona

Corporation Commission

Utilities Division

Consumer Services

1200 W. Washington St. 

Phoenix, AZ 85007

602-542-4251

Toll free: 1-800-222-7000

www.azcc.gov

Arkansas

Public Service Commission

Consumer Services Division

PO Box 400 

Little Rock, AR 72203-0400

501-682-1718

Toll free: 1-800-482-1164

TTY: 1-800-682-2698

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave. 

San Francisco, CA 94102

415-703-2782

Toll free: 1-800-649-7570

TTY: 1-866-836-7825

: consumer-affairs@cpuc.ca.gov

consumers.cpuc.ca.gov

Colorado

Public Utilities Commission

Consumer Assistance Unit

1560 Broadway, Suite 250 

Denver, CO 80202

303-894-2000

Toll free: 1-800-456-0858 

: dora_puc_complaints@state.co.us

www.colorado.gov/pacific/dora

Connecticut

Department of Energy and 

Environmental Protection

Public Utilities Regulatory Authority

Consumer Affairs Unit

10 Franklin Square 

New Britain, CT 06051

Toll free: 1-800-382-4586

TTY: 860-827-2837

: dpuc.information@po.state.ct.us

www.ct.gov/pura

Delaware

Public Service Commission

Cannon Building, Suite 100 

861 Silver Lake Blvd.

Dover, DE 19904

302-736-7500

Toll free: 1-800-282-8574

www.depsc.delaware.gov

District of Columbia

Public Service Commission

Office of Consumer Services

1325 G St., NW, Suite 800 

Washington, DC 20005

202-626-5120

www.dcpsc.org

Florida

Public Service Commission

2540 Shumard Oak Blvd. 

Tallahassee, FL 32399-0850

850-413-6100

Toll free: 1-800-342-3552

TTY: 1-800-955-8771

: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

Consumer Affairs Division

244 Washington St., SW 

Atlanta, GA 30334

404-656-4501

Toll free: 1-800-282-5813

: gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 S. King St., Room 103 

Honolulu, HI 96813

808-586-2020

: Hawaii.puc@hawaii.gov

www.puc.hawaii.gov

Idaho

Public Utilities Commission

Consumer Assistance 

PO Box 83720 

Boise, ID 83720-0074

208-334-0369

Toll free: 1-800-432-0369

www.puc.idaho.gov

Illinois

Commerce Commission

Consumer Services Division

527 E. Capitol Ave. 

Springfield, IL 62701

217-782-2024

Toll free: 1-800-524-0795

TTY: 1-800-858-9277

www.icc.illinois.gov
132 www.USA.gov t 

STATE UTILITIES COMMISSIONS

Indiana

Utility Regulatory Commission

Consumer Assistance Section

101 W. Washington St., Suite 1500E 

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268

TTY: 317-232-8556

www.in.gov/iurc

Iowa

Utilities Board

Customer Service 

1375 E. Court Ave., Room 69 

Des Moines, IA 50319

515-725-7321

Toll free: 1-877-565-4450

: customer@iub.iowa.gov

iub.iowa.gov

Kansas

Corporation Commission

Office of Public Affairs and Consumer 

Protection

1500 S.W. Arrowhead Rd. 

Topeka, KS 66604-4027

785-271-3140

Toll free: 1-800-662-0027

TTY: 1-800-766-3777

: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

Consumer Services

PO Box 615 

211 Sower Blvd.

Frankfort, KY 40602

502-564-3940

Toll free: 1-800-772-4636

TTY: 1-800-648-6056

: psc.consumer.inquiry@ky.gov

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154 

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397 

www.lpsc.louisiana.gov

Maine

Public Utilities Commission

Consumer Assistance Division

18 State House Station 

Augusta, ME 04333

207-287-3831

Toll free: 1-800-452-4699

TTY: 1-800-437-1220

: maine.puc@maine.gov

www.maine.gov/mpuc

Maryland

Public Service Commission

6 St. Paul St., 16th Floor 

Baltimore, MD 21202

410-767-8000

Toll free: 1-800-492-0474

TTY: 1-800-201-7165

www.psc.state.md.us

Massachusetts

Department of Public Utilities

Consumer Division

One South Station 

Boston, MA 02110

617-737-2836

Toll free: 1-877-886-5066

: DPUConsumer.Complaints@state.

ma.us

www.mass.gov/dpu

Michigan

Public Service Commission

PO Box 30221 

Lansing, MI 48909

517-284-8100

Toll free: 1-800-292-9555

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

Consumer Affairs Office

121 7th Pl. E, Suite 350 

St. Paul, MN 55101

651-296-0406

Toll free: 1-800-657-3782

: consumer.puc@state.mn.us

www.mn.gov/puc

Mississippi

Public Service Commission

PO Box 1174 

Jackson, MS 39215-1174

601-961-5430 (Central District)

601-961-5450 (Northern District)

601-961-5440 (Southern District)

Toll free: 800-356-6430 (Central District)

Toll free: 800-356-6428 (Northern 

District)

Toll free: 800-356-6429 (Southern 

District)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services

200 Madison St. 

PO Box 360

Jefferson City, MO 65102-0360

Toll free: 1-800-392-4211

TTY: 1-866-735-2460

: pscinfo@psc.mo.gov

www.psc.mo.gov

Montana

Public Service Commission

PO Box 202601 

Helena, MT 59620-2601

406-444-6150

Toll free: 1-800-646-6150

TTY: 406-444-4212

: psc_complaint@mt.gov

www.psc.mt.gov

Nebraska

Public Service Commission

1200 N St., Suite 300 

Lincoln, NE 68508

402-471-3101

Toll free: 1-800-526-0017

TTY: 402-471-0213

www.psc.nebraska.gov

Nevada

Public Utilities Commission - 

Northern NV

Consumer Complaint Resolution 

Division

1150 E. William St. 

Carson City, NV 89701

775-684-6100

: puccompliance@puc.nv.gov

puc.nv.gov
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 133

STATE UTILITIES COMMISSIONS

STATE UTILITIES COMMISSIONS

Public Utilities Commission - 

Southern NV

Consumer Complaint Resolution 

Division

9075 W. Diablo Dr., Suite 250 

Las Vegas, NV 89148

702-486-2600

: puccompliance@puc.nv.gov

puc.nv.gov

New Hampshire

Public Utilities Commission

Consumer Affairs Division

21 S. Fruit St., Suite 10 

Concord, NH 03301-2429

603-271-2431

Toll free: 1-800-852-3793

TTY: 1-800-735-2964

: puc@puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

Division of Customer Assistance

44 S. Clinton Ave. 

Trenton, NJ 08625

609-341-9188

Toll free: 1-800-624-0241

Toll free: 1-800-624-0331 (Cable TV)

www.bpu.state.nj.us

New Mexico

Public Regulation Commission

Consumer Relations Division

1120 Paseo de Peralta 

PO Box 1269

Santa Fe, NM 87504

Toll free: 1-888-427-5772

: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Department of Public Service

Office of Consumer Services

3 Empire State Plaza 

Albany, NY 12223-1350

Toll free: 1-800-342-3377

Toll free: 800-342-3355

TTY: 1-800-662-1220

: complaint.filing@dps.ny.gov

www.askpsc.com

North Carolina

Utilities Commission

Consumer Services

4325 Mail Service Center 

Raleigh, NC 27699-4300

919-733-9277

Toll free: 1-866-380-9816

: Consumer.Services@psncuc.

nc.gov

www.ncuc.net

North Dakota

Public Service Commission

600 E. Boulevard Ave., Dept. 408 

Bismarck, ND 58505

701-328-2400

Toll free: 1-877-245-6685

TTY: 1-800-366-6888

: ndpsc@nd.gov

www.psc.nd.gov

Ohio

Consumers’ Counsel

10 W. Broad St., Suite 1800 

Columbus, OH 43215

614-466-8574

Toll free: 1-877-742-5622

: occ@occ.ohio.gov

www.occ.ohio.gov

Public Utilities Commission

180 E. Broad St. 

Columbus, OH 43215

614-466-3292

Toll free: 1-800-686-7826

www.puco.ohio.gov

Oklahoma

Corporation Commission

Consumer Services

PO Box 52000 

Oklahoma City, OK 73152-2000

405-522-2331

Toll free: 1-800-522-8154

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Section

PO Box 1088 

Salem, OR 97308-1088

503-378-6600

Toll free: 1-800-522-2404

: puc.consumer@state.or.us

www.puc.state.or.us

Pennsylvania

Office of Consumer Advocate

Office of the Attorney General

555 Walnut St. 

Forum Place, 5th Floor

Harrisburg, PA 17101

717-783-5048

Toll free: 1-800-684-6560 

: consumer@paoca.org

www.oca.state.pa.us

Pennsylvania Public Utility 

Commission

Bureau of Consumer Services

PO Box 3265 

Harrisburg, PA 17105-3265

Toll free: 1-800-692-7380 

www.puc.state.pa.us

Puerto Rico

Public Service Commission

PO Box 190870 

San Juan, PR 00918

787-756-1919

www.csp.gobierno.pr

Rhode Island

Public Utilities Commission

Consumer Section

89 Jefferson Blvd. 

Warwick, RI 02888

401-780-9700

www.ripuc.org

South Carolina

Office of Regulatory Staff

Consumer Services Division

1401 Main St., Suite 900 

Columbia, SC 29201

803-737-5230

Toll free: 1-800-922-1531

TTY: 1-800-334-2217

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave. 

Pierre, SD 57501

605-773-3201

Toll free: 1-800-332-1782

: PUCconsumerinfo@state.sd.us

www.puc.sd.gov
134 www.USA.gov

t 

STATE UTILITIES COMMISSIONS

Tennessee

Regulatory Authority

Consumer Services Division

502 Deaderick St., 4th Floor 

Nashville, TN 37243

615-741-2904

Toll free: 1-800-342-8359

TTY: 1-888-276-0677

www.tn.gov/tra

Texas

Public Utility Commission

Customer Protection Division

PO Box 13326 

Austin, TX 78711-3326

512-936-7120

Toll free: 1-888-782-8477

TTY: 1-800-735-2988 : customer@puc.texas.gov

www.puc.texas.gov

Utah

Public Service Commission

Division of Public Utilities

PO Box 146751 

Salt Lake City, UT 84114-6751

801-530-7622

Toll free: 1-800-874-0904 : psc@utah.gov

psc.utah.gov

Vermont

Public Service Board

Consumer Affairs and Public 

Information Division

112 State St., 3rd Floor 

Montpelier, VT 05620

802-828-2332

Toll free: 1-800-622-4496

TTY: 1-800-734-8390 : psd.consumer@vermont.gov

psb.vermont.gov

Virginia

State Corporation Commission

Division of Public Utility Regulation

PO Box 1197 

Richmond, VA 23218

804-371-9611

Toll free: 1-800-552-7945

TTY: 804-371-9206 : EnergyReg@scc.virginia.gov

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

Consumer Protection

PO Box 47250 

Olympia, WA 98504-7250

360-664-1160

Toll free: 1-888-333-9882

TTY: 360-586-8203 : consumer@utc.wa.gov

www.utc.wa.gov

West Virginia

Consumer Advocate Division

723 Kanawha Blvd., E 

Union Building, Suite 700

Charleston, WV 25301

304-558-0526

www.cad.state.wv.us

Public Service Commission

Customer Assistance

PO Box 812 

201 Brooks St.

Charleston, WV 25323

Toll free: 1-800-642-8544

www.psc.state.wv.us

Wisconsin

Public Service Commission

Consumer Affairs

PO Box 7854 

Madison, WI 53707-7854

608-266-2001

Toll free: 1-800-225-7729

TTY: 608-267-1479

psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Suite 300 

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905 : wpsc_complaints@wyo.gov

psc.state.wy.us
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 135

TRADE & PROFESSIONAL ASSOCIATIONS

TRADE & PROFESSIONAL ASSOCIATIONS

Contact Trade & Professional Associations 

Companies that manufacture similar products or offer 

similar services often belong to an industry association. 

These associations help resolve problems between 

their member companies and consumers. Most also 

provide consumer information through publications and 

websites. 

America’s Health Insurance Plans (AHIP)

601 Pennsylvania Ave., NW 

South Bldg., Suite 500

Washington, DC 20004

202-778-3200

: info@ahip.org

www.ahip.org

America’s Health Insurance Plans (AHIP) is the national 

association representing the health insurance industry. 

Member companies offer health insurance through employersponsored coverage, individual insurance policies, and 

public health insurance programs. 

American Arbitration Association (AAA)

120 Broadway, 10th Floor 

New York, NY 10271

Toll free: 1-800-778-7879

www.adr.org

AAA is a not-for-profit public service organization 

committed to the resolution of disputes through arbitration, 

mediation, conciliation and other voluntary procedures.

American Bankers Association (ABA)

1120 Connecticut Ave., NW 

Washington, DC 20036

Toll free: 1-800-226-5377

www.aba.com

ABA represents the concerns of banks and their employees. 

The ABA’s Community Engagement Foundation offers 

personal finance resources to help consumers make financial 

choices and responsibilities.

American Cleaning Institute (ACI)

1331 L St., NW, Suite 650 

Washington, DC 20005

202-347-2900

: info@cleaninginstitute.org

www.cleaninginstitute.org

ACI provides free/low cost educational materials, designed 

to help people make safe choices for cleaning products.

American Council of Life Insurers (ACLI)

101 Constitution Ave., NW Suite 700

Washington, DC 20001-2133

202-624-2000

Toll free: 1-877-674-4659

: contact@acli.com

www.acli.com

ACLI is a trade association of insurance companies. It also 

offer consumer information on various types of insurance.

American Financial Services Association Education 

Foundation (AFSAEF) t

919 18th St., NW Suite 300 

Washington, DC 20006-5517

Toll free: 1-888-400-7577

: info@afsaef.org

www.afsaef.org

The AFSAEF mission is to educate consumers on personal 

finance concepts, to help them realize the benefits of 

responsible money management, and understand the credit 

process. Their MoneySKILL program educates young adults 

on the personal finance concepts in the areas of income, 

expenses, assets, liabilities and risk management.

American Institute of Certified Public Accountants 

(AICPA)

220 Leigh Farm Rd. 

Durham, NC 27707

919-402-4500

Toll free: 1-888-777-7077 

www.aicpa.org

www.360financialliteracy.org

AICPA works to ensure that the public remains confident in 

the integrity, competence and professionalism of CPAs.

American Moving & Storage Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Toll free: 1-888-849-2672

www.moving.org

AMSA is the trade association for the professional moving 

and storage industry. The organization also offers moving 

related information to consumers, and sponsors a dispute 

resolution program to resolve loss and damage claims on 

interstate moves. 

Association for Financial Counseling and Planning 

Education (AFCPE)

79 S. State St., Suite D3 

Westerville, OH 43081

614-368-1055

www.afcpe.org

AFCPE trains and provides certification for financial 

counselors. It also provides a database for consumers to find 

a financial counselor in their area.

Cellular Telecommunications and Internet 

Association (CTIA)

1400 16th St., NW, Suite 600 

Washington, DC 20036

202-736-3200

www.ctia.org

CTIA is the trade association for the wireless 

telecommunications industry. It provides consumer 

resources for choosing wireless devices and plans, and tips 

to protect the information on your device.
136 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

TRADE & PROFESSIONAL ASSOCIATIONS TRADE & PROFESSIONAL ASSOCIATIONS

Certified Financial Planner Board of Standards

1425 K St., NW, Suite 800 

Washington, DC 20005

202-379-2200

Toll free: 1-800-487-1497

: mail@cfpboard.org

www.cfp.net

www.letsmakeaplan.org

The CFP Board certifies financial planners who meet its 

requirements by granting use of their trademarks.

Commission on Accreditation of Rehabilitation 

Facilities (CARF)

6951 E. Southpoint Rd. 

Tucson, AZ 85756

Toll free: 1-888-281-6531

TTY: 520-495-7077

www.carf.org

CARF is a not-for-profit organization that accredits 

rehabilitation, addiction, retirement living, and other human 

services. The organization provides an online search tool 

to find services that match your needs and other consumer 

resources.

Consumer Technology Association (CTA)

1919 S. Eads St. 

Arlington, VA 22202

703-907-7600

Toll free: 1-866-858-1555

www.cta.tech

CTA represents corporations involved in the design, 

development, manufacturing and distribution of consumer 

electronics. It offers free consumer guides.

Data & Marketing Association (DMA)

Department of Corporate Responsibility

1615 L St., NW 

Washington, DC 20036

212-768-7277

www.DMAchoice.org

The DMA is the trade association for organizations involved 

in direct marketing via direct mail, catalogs, the Internet, 

telemarketing, magazines, newspaper and TV ads. DMA 

offers free options that allow consumers to manage their 

physical and electronic mail.

Direct Selling Education Foundation (DSEF)

1667 K St., NW, Suite 1100 

Washington, DC 20006

202-452-8866

: info@dsef.org

www.dsef.org

DSEF educates the public on the benefits of direct selling for 

individuals, communities, and the entire economy.

Financial Counseling Association of America (FCAA)

611 Pennsylvania Avenue, SE, Suite 1600 

Washington, DC 20003

Toll free: 1-866-694-7253

www.fcaa.org

FCAA represents not-for-profit credit counseling companies 

and sets industry standards for member companies. It also 

provides financial education materials directly to the public.

Financial Industry Regulatory Authority (FINRA) t

1735 K St., NW 

Washington, DC 20006

301-590-6500

Toll free: 1-800-289-9999 (BrokerCheck)

Toll free: 1-844-574-3577

www.finra.org

brokercheck.finra.org

FINRA is the largest independent regulator for all securities 

firms doing business in the US. The organization operates 

the largest resolution forum for disputes between investors 

and securities firms. Use the BrokerCheck tool to check the 

background of individual investment professionals and firms.

Financial Planning Association (FPA)

7535 E. Hampden Ave., Suite 600 

Denver, CO 80231

Toll free: 1-800-322-4237

: info@onefpa.org

www.plannersearch.org

The Financial Planning Association is a trade organization 

for financial planners. FPA ensures that planners adhere to a 

code of ethics and provides guides, brochures, and financial 

worksheets for consumers.

Insurance Information Institute (III)

110 William St. 

New York, NY 10038

212-346-5500

www.iii.org

The III is a nonprofit communications organization supported 

by the property/casualty insurance industry that works to 

improve public understanding of insurance.

International Association of Movers (IAM)

5904 Richmond Hwy., Suite 404 

Alexandria, VA 22303

703-317-9950

: info@iamovers.org

www.iamovers.org

IAM is a global association of movers and forwarders. IAM 

offers consumer tips for moving, domestically or 

internationally.

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 a trade association for the cemetery, funeral service, 

cremation and memorialization profession. The ICCFA 

assists consumers directly through information resources 

and a dispute resolution service.
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 137

TRADE & PROFESSIONAL ASSOCIATIONS

TRADE & PROFESSIONAL ASSOCIATIONS

LeadingAge

2519 Connecticut Ave., NW

Washington, DC 20008

202-783-2242

: info@leadingage.org

www.leadingage.org

LeadingAge represents not-for-profit nursing homes, 

continuing care retirement communities, assisted 

living, senior housing facilities, and community service 

organizations. Consumers may search LeadingAge’s online 

database for providers and facilities that fit their needs.

National Association of Attorneys General (NAAG)

2030 M St., NW, 8th Floor 

Washington, DC 20036

202-326-6000

: feedback@naag.org

www.naag.org

NAAG facilitates communication among attorneys general, 

who are responsible for enforcing civil laws in their respective 

states. The AG offices often oversee state government 

regulation agencies and represent the public interest.

National Association of Home Builders (NAHB)

1201 15th St., NW 

Washington, DC 20005

Toll free: 1-800-368-5242

: info@nahb.org

www.nahb.org

NAHB represents the home building industry. It provides 

information for consumers interested in buying, financing, 

building or remodeling their home. The NAHB also offers a 

searchable directory of builders.

National Association of Insurance Commissioners 

(NAIC)

1100 Walnut St., Suite 1500 

Kansas City, MO 64106-2197

816-842-3600

Toll free: 1-866-470-6242

: webpost@naic.org

www.naic.org

www.insureuonline.org

NAIC is a national organization of insurance regulators. The 

organization helps insurance regulators facilitate the fair and 

equitable treatment of consumers.

National Foundation for Credit Counseling (NFCC)

2000 M St., NW, Suite 505

Washington, DC 20036

Toll free: 1-800-388-2227

: info@nfcc.org

www.nfcc.org

The NFCC member agencies provide financial education 

directly to the public. NFCC also sets standards for quality 

credit counseling. 

National Funeral Directors Association (NFDA)

13625 Bishop’s Dr. 

Brookfield, WI 53005

262-789-1880

Toll free: 1-800-228-6332

: nfda@nfda.org

www.nfda.org

NFDA is the trade association for funeral service providers. 

NFDA’s Funeral Service Help Line helps consumers make 

informed decisions about funeral services and address 

concerns about funeral service experiences.

National Futures Association (NFA) t

300 S. Riverside Plaza, Suite 1800 

Chicago, IL 60606

312-781-1410

Toll free: 1-800-621-3570

: information@nfa.futures.org

www.nfa.futures.org

NFA is the industrywide self-regulatory organization for 

the U.S. derivatives industry. NFA provides innovative and 

efficient regulatory programs and services that safeguard the 

integrity of the derivatives markets. NFA’s Information Center 

offers answers to industry related questions.

National Institute for Automotive Service Excellence 

(ASE)

1503 Edwards Ferry Rd., NE, Suite 401

Leesburg, VA 20176

703-669-6600

Toll free: 1-800-390-6789

: contactus@ase.com

www.ase.com

ASE is an independent organization that works to improve 

the quality of automotive service and repair through the 

voluntary testing and certification of automotive repair 

professionals.

North American Securities Administrators 

Association, Inc.

750 1st St., NE, Suite 1140 

Washington, DC 20002

202-737-0900

www.nasaa.org

NASAA is the voice of state securities agencies responsible 

for investor protection and education and efficient capital 

formation.

Society of Consumer Affairs Professionals 

International (SOCAP) t

625 N. Washington St., Suite 304 

Alexandria, VA 22314

703-519-3700

: socap@socap.org

www.socap.org

SOCAP provides training, conferences and publications 

to encourage and promote effective communication 

and understanding among business, government and 

consumers; and to define and advance the consumer affairs 

profession.
138 www.USA.gov 

INDEX

This alphabetical index will help you find the right organization to contact for information or for 

assistance with your complaint. First, look for the specific topic, for example, Cars. Under this topic 

there will be one or more contacts, followed by the Handbook page number(s). Sometimes you will 

be directed to “See” another entry for information and a list of contacts. “See also” references 

direct you to other topics that might be related to your problem and may help you locate the right 

contact. For company names see the alphabetical listings under “Corporate Consumer Contacts” 

(p. 72), and “Automotive Manufacturers” (p. 65).

A

AARP. 104

retirement planning information, 38

ABA. See American Bar Association

Accreditation, 19, 94

Accidental death insurance, 35

Accreditation, 19

Actual cash value, 33

Active duty alert, 56

Adjustable balance, 15

Adjustable-rate mortgages, 28

Administration for Children & Families, 95 

Administration for Community Living, 96

Administration on Aging, 96

Advance medical directives, 26

Advertisements

buying a car, 9

credit card transfers, 16

direct selling, 21

leases, 11

pre-recorded messages, 46

pop-up, 41

real estate investment, 37

Standard Directory of Advertisers, 72

student loan debt, 20

Advisors 

college aid planner, 20

financial, 35

Aging. See Seniors

AIDSinfo, 97

Air Force Airmen and Family Readiness, 55

Air travel

delayed or canceled flights, 48

delayed or damaged baggage, 48

lost baggage, 49

overbooked flights, 49

Airline Passenger Protections, 49

Airlines. See Air travel

America’s Health Insurance Plans, 135

American Arbitration Association, 135

American Bankers Association, 135

American Bar Association, 61

American Cleaning Institute, 135

American Council of Life Insurers, 135

American Council on Science and Health, 104

American Financial Services Association Education 

Foundation, 135

American Institute of Certified Public Accountants, 135

American Moving and Storage Association, 135

American Savings Education Council, 38

Americans with Disabilities Act Information Line, 99

Annual fee, 14

Annual Percentage Rate

cars, 9

credit cards, 14

installment loans, 14

mortgages, 28

Anti-spyware software, 41

AoA. See Administration on Aging

Apps (applications)

fake banking, 8

fake shopping, 5

grocery shopping, 23

mobile banking, 7

mobile payments, 7

travel safety, 49

APR. See Annual Percentage Rate

Arbitration, 61, 62

Armed Forces. See Military personnel

ARMs. See Adjustable-rate mortgages

As is, 10

Assisted-living facilities 

long-term care insurance, 34

selection of, 24

Association for Financial Counseling and Planning 

Education, 135

ATM cards, 7

Attorneys. See Lawyers

Automatic payments, 27, 34

subscription boxes, 5

Automobiles. See Cars

Aviation Consumer Protection Division, 100

B

Baggage

delayed or damaged, 48

insurance coverage, 35

lost, 48-49

Balance billing, 26

Balaance carry over, 15

Balance transfers, 16

fee, 16

teaser rate, 16

Balloon mortgages, 28 

Balloon payments 

leases, 10

mortgages, 28

Banking

ATM cards, 7

checking accounts, 6

debit cards, 7

fees, 6

financial privacy, 40

joint account, 6

mobile banking, 7

mobile payments, 7

power of attorney, 6

prepaid cards, 8 

regulatory authorities, 8

savings accounts, 6

state banking authorities, 119

transaction reordering, 6

unsolicited checks and offers, 8

Bankruptcy

credit reports, 16, 17

Base mileage, 10

BBBs. See Better Business Bureaus

Beneficiaries

contingent beneficiaries, 52

life insurance policy, 34

trusts, 52

wills, 52

Best if used by date, 23

Better Business Bureaus

BBB Auto Line, 66

BBB Military Line, 55 

complaint mediation, 61

state-by-state listing and contact information, 67

Bill creep, 42

Bill shock, 44

Billing codes, 26

Blind persons. See Disabilities, persons with

Blocking 

changes to phone service, 44

spam, 43

telemarketing, 46, 47

Bond funds, 36

Bonds, 36

Bounced checks, 6

BrokerCheck, 36

Brokers 

data, 39

financial, 35

Bundled services, 45

Bureau of Fiscal Service, 100

Buyer’s agent, 27

C

Cable TV service, 45

Call for Action Inc., 61, 104

Capitalized cost reduction, 11

Car hacking, 10

Car sharing, 10, 13

Card reader, 11

Career, Technical, and Adult Education, Office of, 94

Cars

BBB Auto Line, 66

buying tips, 9

dealer purchases, 10

dispute resolution programs, 66

financing, 10

hacking, 10

insurance, 31

leasing, 11

lemon laws, 11

loan packing, 11

manufacturer contact information, 65

new, 9

prepayment penalty, 11

private-party purchases, 10

recalls, 11

renting, 12

repairs, 12

repossessions, 12

safety considerations, 9

secret warranties, 11 

sharing, 13

trade-in, 9, 10, 13

used, 9

Catastrophic health care insurance, 34

CDC. See Centers for Disease Control and Prevention

Cell phones

mobile payments, 7 

services, 44-45

Cellular Telecommunications and Internet Association, 

135

Cemeteries. See also Funerals

for veterans, 56, 101
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INDEX

INDEX

Center for Auto Safety, 10, 104

Center for Food Safety and Applied Nutrition 

Information Line, 96

Center for Medicaid and CHIP Services, 96

Center for Nutrition Policy and Promotion, 93

Center for Science in the Public Interest, 104

Center for the Study of Services, 104

Center for Tobacco Products, 96

Centers for Disease Control and Prevention, 94

food safety information, 22

health-related travel information, 50

Centers for Medicare & Medicaid Services, 96

Certificate of deposit, 6, 35, 36

Certified Financial Planner Board of Standards, 136

CFPB. See Consumer Financial Protection Bureau

CFTC. See Commodity Futures Trading Commission

Charge card, 15

Checking accounts, 6

Checks

bounced, 6

holds on, 6

overdrafts, 6

unsolicited, 8

Child Support Enforcement, Office of, 96

Child Welfare Information Gateway, 95

Children. See also Families

government agency sources, 95

insurance coverage, 32

National Runaway Safeline, 95

Chip and PIN, 15

City consumer protection offices, 106-118

Civil Rights, Office for, 

Department of Education, 94

Department of Health and Human Services, 41, 95

Click-bait, 45

CMS. See Centers for Medicare & Medicaid Services

Coalition Against Insurance Fraud, 104

COBRA. See Consolidated Omnibus Budget 

Reconciliation Act

Collateral, 14

College aid planner, 20

College savings plans, 19

College tuition insurance, 34 

Colleges and universities

college accreditation, 19

financing options, 19

for-profit, 19

Commissaries and exchanges, 56

Commission on Accreditation of Rehabilitation 

Facilities, 136

Commission on Civil Rights, 93

Commodities, 36, 37

Commodity futures, 37

Commodity Futures Trading Commission, 103

Community property, 51

Complaints

contact sellers, 59

contact third parties, 59

credit bureaus, 16

credit cards, 15

debt collectors, 18

dispute resolution programs, 61

financial brokers and advisors, 35, 36

fraud reporting, 64

health care providers, 24

insurance companies, 31

landlord, 30

legal help, 61

mandatory arbitration, 21, 62

resolving, 59

safety hazards reporting, 64

sample complaint letter, 60

small claims court, 61 

telemarketing, 47

virtual currency, 4 

Comprehensive coverage, 32

Comptroller of the Currency, Office of the 100

regulatory authority, 8

Computer hackers, 42

Computers. See also Internet; Software

Conciliation, 61

Consolidated Omnibus Budget Reconciliation Act, 32

Consumer Action, 7, 104

Consumer Federation of America, 104

Consumer Financial Protection Bureau, 93

automotive dispute resolution program, 66

credit card company complaints, 15

credit reporting agencies, 16

military personnel services, 55

Money Smart for Older Adults, 57

Office of Financial Protection for Older Americans, 

57 

Office of Servicemember Affairs, 55

paying for college, 20

retirement calculators, 38

Consumer Leasing Act, 11

Consumer organizations, 104-105

complaint mediation, 61

Consumer Product Safety Commission, 93

reporting safety hazards to, 63

Consumer protection offices 106-118

complaint mediation, 59

Consumer Reports, 9, 54, 104

choose a safe vehicle, 9

television reviews, 45 

Consumer rights

3-Day Cooling Off Rule, 4

applying for credit, 14

credit reports, 15

debt collection, 17

installment loans, 14

overbooked flights, 49

questions creditors may not ask, 13-14

shopping from home, 3-4

Consumer Technology Association, 136

Consumer World, 54

Contingency fee, 62

Contingent beneficiaries, 52

Contract

after you buy, 5

before you buy, 2

cable TV, 45

cell phones, 44

credit counseling services, 18

credit repair companies, 18

cruises, 49

employment, 21

for-profit schools, 19

heating oil, 50

home improvements, 29

Internet TV, 45

leases, 30

life insurance, 32

mandatory arbitration clauses, 62

prepaid funerals, 53

quick consumer tips, II

service contract, 2

Servicemember Civil Relief Act, 56

Convenience checks, 8 

Cookies, 39, 42

Cooling-off rule. See 3-Day Cooling-Off Rule

Corporate consumer contacts, 72-92

Co-payment, 32, 33

Co-signer

apply for credit, 14

student loans, 20

Council of Better Business Bureaus, Inc., 67

County consumer protection offices, 106-118

Courts, small claims, 61

CPSC. See Consumer Product Safety Commission

Cramming

telephone service, 43

CRAs. See Credit reporting agencies

Credit. See also Credit cards; Debt; Loans; Mortgages

consumer rights, 14

counseling services, 18 

Equal Credit Opportunity Act provisions, 13

free credit reports, 15

privacy issues, 40

questions creditors may not ask, 14

repair companies, 18

reports, 16

scores, 16

unsolicited offers, 8

Credit bureaus, 16

complaints about, 15

credit report information, 16

free credit reports, 15

reporting identity theft, 39 

Credit cards. See also ATM cards; Debit cards

Annual Percentage Rate, 14

balance transfers, 16

billing disputes, 15

chip and PIN, 15

complaints, 15

considerations when applying for, 15

fees, 14

finance charges, 14

fraud alerts, 15

interest rates, 14

lost, 15

mobile payments, 7

rewards programs, 14

security features, 15

stolen, 15

travel services, 48

Credit counseling services, 18

Credit inquiry, 16

Credit profile number, 18

Credit Repair Organizations Act, 18 

Credit reporting agencies, 16

Credit reports and scores, 16

accuracy, 15

credit bureaus, 16

factors, 16

free reports, 15

hard inqury, 16

homeowners insurance, 33

incorrect information, 17

negative information, 17

privacy protection, 40

renting housing property, 30

soft inquiry, 16

tips for improving, 17

Credit unions, 6, 8

Crowdfunding, 26

Cruises, 49

Cryptocurrencies, See virtual currency
140 

INDEX

D

Damages 

car sharing, 13

insurance, 31-32

satellite TV, 45

Data & Marketing Association, 136

Data breach, 40

Data brokers, 2, 39

Deaf or hard of hearing persons

telephone services for, 54

Dealership financing, 10

Debit cards

liability, 7-8

mobile payments, 7

PIN numbers, 7

prepaid cards, 8

reporting missing cards, 8

using, 6

Debt. See also Credit; Loans

counseling services, 18

credit card balance transfer, 16

debt collection, 17

ghost, 18

phantom, 18

reducing, 16, 17

Declarations, 32

Declination, 52

Deductible, 31, 33

Default

insurance companies, 31

student loans, 21

Deferment, 21

Deficiency judgement, 28

Dental insurance, 34

Deposit 

foreign checks, 8

mobile, 7

security for home rental, 30

utility service, 50

Deposit insurance, 6

Derivatives, 37

Dietary guidelines, 22

Digital asset plan, 51 

Digital wallet, 7

Direct lending, 10

Direct selling, 21

Direct Selling Education Foundation, 136

Directories

Better Business Bureaus, state-by-state listing, 

67-71

car manufacturers, 65-66

corporate consumer contacts, 72-92

automotive dispute resolution programs, 66

federal government agencies, 93-103

national consumer organizations, 104-105

National Resource Directory, 56

Standard Directory of Advertisers, 72

state banking authorities, 119-122

state insurance regulators, 123-126

state securities administrators, 127-130

state utilities commissions, 131-134

state, county, and city consumer protection offices, 

106-118

trade and professional associations, 135-137

Disabilities, persons with

American with Disabilities Act information line, 99

information resources, 54

library services for, 55

shared services, 55

telephone relay services, 54

Disability Employment Policy, Office of, 99

Disability insurance, 32

Disasters. See Emergency preparedness

Disputes

credit card billing, 15

credit reporting agency, 16

health care plans, 33

mobile payments, 7

moving company, 29

travel, 48

warranties, 3

Dispute resolution programs

automotive, 66

investments, 37

types of, 61

Distributor agreement, 22

DNR. See Do Not Resuscitate orders

Do Not Call Registry, 46

Do Not Resuscitate order, 27

Doctor selection, 24

DOE. See U.S. Department of Energy

DOI. See U.S. Department of the Interior

Donut hole, 26

DOL. See U.S. Department of Labor

DOT. See U.S. Department of Transportation

Drugs. See Prescription drugs

Dumpster divers, 8, 38

Dun & Bradstreet Directory, 72

Durable power of attorney for health care, 27

E

Earthquake insurance, 33

eBenefits National Resource Directory, 56

Ecommerce Arbitrage, 4

ED. See U.S. Department of Education

EDPUBS. See Education Publications Center

Education. See also Colleges and universities; Student 

financial aid

Education privacy, 40 

Education Publications Center, 94

Educational tax benefits, 19

EEOC. See Equal Employment Opportunity Commission

Eldercare Locator, 25, 58, 96

Elderly persons. See Seniors

Email spam, 43

Emergency medical coverage, 35

Emergency preparedness, 54

seniors, 59

Employee Benefits Security Administration, 99

Employer Identification Number, 18

Employment

direct selling, 21

sharing economy, 22 

Unemployment Insurance Program, 22

work-at-home companies, 21

Energy Efficiency and Renewable Energy, 94

Environmental Protection Agency, 101

Indoor Environments Division, 101

National Pesticide Information Center, 101

National Service Center for Environmental 

Publications, 101

reporting safety hazards to, 63

Safe Drinking Water Hotline, 101

EPA. See Environmental Protection Agency

Equal Credit Opportunity Act, 13

Equal Employment Opportunity Commission, 101

Equifax, 16

Equity, 11

Escrow account, 48

Estate planning. See Wills

Estimates

car repairs, 12

fuel, 9

home improvement, 29

legal fees, 62

moving companies, 29

Executors 52

declination, 52

Experian, 16

Excess valuation, 49

Explanation of benefits, 25

Extended warranties, 2

buying a new car, 9

buying a used car, 10

F

529 Plans, 19

FAA. See Federal Aviation Administration

FAFSA. See Free Application for Federal Student Aid

Fair Credit and Charge Card Disclosure Act, 15

Fair Credit Billing Act, 15

Fair Credit Reporting Act, 17

Fair Debt Collection Practices Act, 17 

Fair Housing Act, 30

Fair Housing and Equal Opportunity, Office of, 98

Fake shopping apps, 5

Families. See also Children

government agency sources, 95

support programs for military personnel, 55

Families USA, 105

Family and Morale, Welfare and Recreation, 56

Family Centers, 55

Farmers markets, 23, 57

FCC. See Federal Communications Commission

FCRA. See Fair Credit Reporting Act

FDA. See Food and Drug Administration

FDIC. See Federal Deposit Insurance Corporation

Federal agencies. See Government agencies

Federal Aviation Administration, 49, 100

Federal Communications Commission, 101

broadband label, 43

Consumer and Governmental Affairs Bureau, 101

phone bills, 43

slamming and cramming, 44

Federal Deposit Insurance Corporation, 102

Consumer Response Center, 102

Division of Depositor and Consumer Protection, 102

financial privacy and, 40

Money Smart for Older Adults, 57

regulatory authority, 8

Federal Education Rights and Privacy Act, 40

Federal Emergency Management Agency, 98

Federal Housing Administration, 98

mortgage loans, 28

Federal Maritime Commission, 102

Federal Motor Carrier Safety Administration, 100

Federal Relay Service, 54

Federal Reserve Consumer Help, 102

Federal Reserve System, 102

regulatory authority, 8

Federal Student Aid Information Center, 94

Federal student loan, 20

Federal Trade Commission, 102

Bureau of Consumer Protection, 102

fraud reporting, 63

Funeral Rule, 52-53

identity theft reports, 39

shopping from home requirements, 3-4 

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INDEX

Telemarketing Sales Calls, 47

3-Day Cooling-Off Rule, 4

Federal Student Loans, 20

Federal Work-Study Program, 19

Federation of State Medical Boards, 24

FedsHireVets, 56

Fee-for-service health insurance, 32

FEMA. See Federal Emergency Management Agency

FEMA Disaster Assistance, 98

FHA. See Federal Housing Administration

Fiduciary standard, 36-37

Finance charges, 14

Financial aid. See Student financial aid

Financial brokers and advisors, 35

Financial Industry Regulatory Authority, 136

dispute resolution programs, 37

investment information, 35

licenses, 36

senior hotline, 37, 58 

Financial Planning Association, 136

Financial privacy, 40

FINRA. See Financial Industry Regulatory Authority

Firewalls, 39

Fish and Wildlife Service, 98

Fixed-rate mortgages, 28

Fleet and Family Support Programs, 56

Fleet Vehicle Sales, 102

Flipping, 37

Flood insurance, 33

Flying. See Air travel

FMCSA. See Federal Motor Carrier Safety 

Administration

Food. See also Nutrition

farmers’ markets, 23

healthy choices, 22

organic, 23 

product dating, 23

recalls, 3

resources, 22

safety issues, 22

saving money on groceries, 23

storage time, 23

subscription boxes, 5

Supplemental Nutrition Assistance Program, 23

Food and Drug Administration, 96

food and nutrition information, 22

prescription drug information, 26

recalls, 3

reporting safety hazards to, 63

Food and Nutrition Services, 93

Food product dating, 23

Food Information Hotline, 22

Food Safety and Inspection Services, 3, 23, 93

For-profit schools, 19

Forbearance, 21

Foreclosure, 28

Fraud. See also Identity theft

employment opportunity advertisements, 21

foreclosure rescue, 29

home improvement contractors, 30

identifying, 2

insurance, 31

military personnel, 56

postal related, 46, 63

reporting, 63

scholarships, 20

seniors, 58

tips for avoiding, 2

Free Application for Federal Student Aid, 20

Free-range animals, 24

FRS. See Federal Relay Service

FSAIC. See Federal Student Aid Information Center

FTC. See Federal Trade Commission

Fuel estimates, 9

Funeral Consumers Alliance, 53, 105

Funeral Rule, 53

Funeral Service Consumer Assistance Program, 53

Funerals, 52

prepaying, 53

G

Garnishment, 21

Gas pump skimming, 11

General Services Administration, 102

Fleet Vehicle Sales, 102

Gobierno.USA.gov, 54, 102

Publications.USA.gov, II, 102

Surplus Federal Property Sales, 102

telephone relay service, 54

USAGov, 54, 102

Ghost debt, 18

Gift card, 2, 8

Government agencies. See also specific agencies

directory of federal agencies, 93-103

directory of state and local agencies, 106-134

federal job announcements, 21

GPS

car hacking, 10

car rentals, 12-13

Grace period, 14

Grants, education, 19

Grass-fed animals, 24

Grocery buying tips, 23

GSA. See General Services Administration

Guaranty fund, 31

H

Hackers, 

cars, 10

Wi-Fi, 42

Hard credit inquiry, 16

Health Care

advance medical directives, 26 

complaints, 24

Do Not Resuscitate order, 27 

doctor selection, 24

durable power of attorney, 27

Eldercare Locator, 25, 58, 96

health care facility selection, 24

information resources, 24 

insurance, 32

medical billing, 25

medical identity theft, 39

medical privacy, 40

Medicare prescription drug coverage, 26

patient portals, 25

prescription drugs, 26 

reporting safety hazards, 63

Health care facilities selection, 24

Health care professionals selection, 24

Health insurance. See also Long-term care insurance; 

Medicaid; Medicare

catastrophic, 34

group policies, 32

international plans, 35 

questions to ask about, 32-33

types of plans, 32

Health Insurance Portability and Accountability Act, 

40-41

Health Maintenance Organizations, 32

Health records privacy, 41

Health Resources and Services Administration, 95

HealthFinder.gov, 24

HealthIT.gov, 25

Heating oil, 50

HHS. See U.S. Department of Health and Human 

Services

HHS-TIPS fraud hotline, 95

Higher education. See Colleges and universities; 

Student financial aid

HIPAA. See Health Insurance Portability and 

Accountability Act

HIV.gov, 95

HMOs. See Health Maintenance Organizations

Home equity loans, 14

Home improvement contractors, 29-30, 61

Home shopping. See Shopping from home

Homeowner’s insurance, 33

actual cash value, 33

replacement coverage, 33

Homes. See Housing

Hotels. See Travel

Hotlines

Auto Safety Hotline, 66

Call for Action Consumer Hotlines, 61

FINRA Senior Hotline, 37, 58

Food Information Hotline, 22

HHS-TIPS Fraud Hotline, 95

Meat and Poultry Hotline, 93

National Insurance Crime Bureau, 31

Safe Drinking Water Hotline, 101

Senate Special Committee on Aging Fraud Hotline, 

58

Vehicle Safety Hotline, 100

Housing. See also Mortgages; U.S. Department of 

Housing and Urban Development

avoiding foreclosure, 28

buying a home, 27

counseling agencies, 27, 29

foreclosure rescue scams, 30

home equity loans, 14

home improvement, 29

homeowner’s insurance, 33

housing counselor, 27, 29

leasing properties, 30

moving companies, 29 

property inspections, 27, 29

renters’ insurance, 33

renting properties, 30

repairs, 29

rights of persons with disabilities, 55

Housing Choice Voucher Program, 31

Housing counselor, 27, 29

https, 5, 41, 43

HUD. See U.S. Department of Housing and Urban 

Development

I

IC3. See Internet Crime Complaint Center

Identity theft. See also Fraud; Privacy issues

children, 39

common schemes, 39

insurance for, 34

medical identity theft, 39

prevention tips, 38

reporting, 39

tax, 39

Identity Theft Affidavit, 39

Identity theft report, 39

IIHS. See Insurance Institute for Highway Safety

Implied warranty, 2
142 

INDEX

Imposters, 

avoiding fraud, 2

education, 20

shopping apps, 5

Income-Based Repayment Plan, 20

Index funds, 36

Individual retirement accounts, 35

Indoor Environments Division, 101

Information resources, 54-59

Inpatient, 26

Installment loans, 14

Insurance

auto, 31

catastrophic health care, 34

children, 32

college tuition, 34

complaints, 31

considerations when buying, 31

declarations page, 32

dental, 34

deposit insurance, 6

disability, 32 

fraud, 31

flood, 33, 98

health, 32

health care plans, 32

home improvement contractors, 29

homeowner’s, 33

identity theft, 34

information sources, 31

international health care, 35

liability, 35

life, 33

long-term care, 34

moving companies, 29

private mortgage insurance, 28, 38

renters’, 33

shared services, 32

state insurance regulators, 123-126

travel, 35

umbrella policies, 35

unemployment, 22

vision, 34

Insurance Information Institute, 31, 136

Insurance Institute for Highway Safety, 9

Interest-only mortgages, 28

Interest rates. See also Loans

credit cards, 14

mortgages, 28

savings and checking accounts, 6

student loans, 20

teaser rates, 16

Internal Revenue Service, 100

student loan default, 21

International Association of Movers, 136

International Cemetery, Cremation and Funeral 

Association, 136

International health insurance, 35

Internet. See also Shopping from home; 

Telecommunications

cookies, 39, 42

digital asset plan, 51

firewalls, 39 

mobile banking, 7

online pharmacies, 26

online privacy, 41

password security, 39

patient portals, 25

routers, 42

service provider selection, 41

shopping online, 4

smart phones, 44

Smart TV, 45

spam, 43

spyware, 41

TV service, 45

wireless, 42

Internet Crime Complaint Center, 58, 63

Internet Service Provider, 41

Investment Adviser Public Disclosure, 37

Investments

BrokerCheck, 36

commodities, 37

considerations when investing, 35

financial brokers and advisors, 35-37

FINRA Senior Hotline, 37, 58

information sources, 35

real estate, 37

retirement planning, 38

SmartCheck, 37

state securities administrators, 127-130

types of (table), 36

Investopedia, 38

Investor Education and Advocacy, Office of, 103

Investor Information Service, 35

Investor’s Clearinghouse, 38

IRAs. See Individual retirement accounts

IRS. See Internal Revenue Service

ISP. See Internet Service Provider

J

Job Corps, 99

Jobs. See Employment

Joint accounts, 6

Joint Commission, 25 

Juice jacking, 42 

K

Kelley Blue Book, 9

L

Landlords, 30-31, 37

real estate, 37

Lawyer Referral Service, 61

Lawyers

choosing, 62

free legal help, 62

initial consultation, 62

selection criteria, 62

small claims court, 61

trusts, 52

wills, 51

LeadingAge, 25, 137

Leases

cars, 11

housing property, 30

Legal Aid offices, 62

Legal Services Corporation offices, 62

Letter

credit card billing dispute, 15

debt collectors, 17

fair housing, 30

foreclosure, 29

sample complaint letter, 60

Lemon laws, 11-12

Liability coverage, 31

Liability insurance, 35

Libraries

blind and physically handicapped persons, 55

public library website, 54

Licensing, 

before you buy, 2

choosing a doctor, 24

financial professionals, 36

home improvement contractors, 29

home inspector, 27

insurance company, 31

realtors, 37

Liens

credit report, 15, 17

used car, 10

Life insurance 

beneficiary, 34, 52

term, 33

universal, 33

whole, 33

LIHEAP. See Low Income Home Energy Assistance 

Program

Limited warranties, 10

Living wills, 26

Loans. See also Credit; Debt; Mortgages

car financing, 10

co-signer, 14, 20

home equity loans, 14

installment, 14

mortgages, 27

packing, 11

student loans, 20

Loan packing, 11

Local relay service, 54

Long-distance service. See Telephone services

Long-term care insurance, 34, 58

Long-term disability insurance, 32

Low Income Home Energy Assistance Program, 50

Lump sum

home equity loans, 14

interest-only mortgages, 28

life insurance, 33

M

Making Home Affordable Program, 29

Malware, 45

fake shopping apps, 5

Mandatory arbitration clauses, 62

credit card terms and conditions, 15

employment contracts, 21

for-profit schools, 19

long term care facilities, 25

Manufactured Housing Programs, Office of, 98

Marine Corps Community Services, 56

Market Data Center, 35

Market-linked CDs, 36

Mayo Clinic, 24

MCCS. See Marine Corps Community Services

Meat and Poultry Hotline, 23, 93

Media

consumer complaint resolution, 61

Mediation, 61

Medicaid

Centers for Medicare & Medicaid Services, 96

coverage, 32

groups covered, 32

Medical billing, 25

Medical device safety, 3, 63

Medical directives, 26

Medical identity theft, 39

Medical Library Association, 24

Medicare

Centers for Medicare & Medicaid Services, 96

coverage gap, 26

groups covered, 32

long-term insurance, 34

nursing home facilities, 24

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INDEX

prescription drug coverage, 26

seniors, 59

Medicare Outpatient Observation Notice, 26

Medicare Rights Center, 105

Medicare Service Center, 96

Medicine. See Prescription drugs

MedlinePlus, 22, 24, 96

Military OneSource, 56 

Military personnel. See also U.S. Department of 

Defense; U.S. Department of Veterans Affairs

cemeteries for veterans, 56

Family Centers, 55-56

family support organizations, 56

frauds, 56

resources, 55

Mobile banking, 7

Mobile deposits, 7 

Mobile payments, 7

digital wallet, 7

disputes, 5, 7

keyring fob, 7 

Money market funds, 36

Money transfer, 6 

Mortgages. See also Home equity loans; Housing; 

Loans

adjustable-rate, 28

balloon, 28

choosing a lender, 28

down payments, 28

Federal Housing Administration, 28, 98

fixed-rate, 28

foreclosure, 28

interest-only, 28

interest rates, 27

Making Home Affordable Program, 29

private mortgage insurance, 28

real estate investments, 37

refinancing, 28

reverse, 28, 57

types of (table), 28

Moving companies, 29

Multi-level marketing plans, 21

Mutual funds, 35, 36

MyMoney, 38, 57

MyRA, 38, 100 

N

NADA. See National Automobile Dealers Association

NADA Official Used Car Guide, 9

NASFAA. See National Association of Student Financial 

Aid Administrators

National Association of Attorneys General, 137

National Association of Home Builders, 137

National Association of Insurance Commissioners, 137

National Association of Student Financial Aid 

Administrators, 20

National Automobile Dealers Association, 9

National Cancer Institute, 97

National Cemetery Administration, 56, 101

National Center for Dispute Settlement, 66

National Committee for Quality Assurance, 32

National consumer organizations, 104-105

National Consumers League, 105

National Contact Center, 99

National Council on the Aging, 105

National Council on Disability, 55

National Credit Union Administration, 102

National Credit Union Share Insurance Fund, 6

regulatory authority, 8

National Credit Union Share Insurance Fund, 6

National Disability Rights Network, 55

National Flood Insurance Program, 33, 98

National Foundation for Credit Counseling, 137

National Funeral Directors Association, 137

National Futures Association, 137

National Health Information Center, 95

National Highway Traffic Safety Administration, 100

car safety information, 9

car service bulletin database, 11

recall information website, 3

reporting safety hazards to, 63

National Institute for Automotive Service Excellence, 

137

National Institute of Allergy and Infectious Diseases, 97

National Institute of Food and Agriculture, 54, 93

National Institute of Mental Health, 97

National Institute on Aging, 57

National Institutes of Health, 96

National Insurance Crime Bureau Hotline, 31

National Legal Aid and Defender Association, 62 

National Library Service for the Blind and Physically 

Handicapped, 55

National Park Service, 98

National Passport Information Center, 99

National Pesticide Information Center, 101

National Runaway Safeline, 95

National Service Center for Environmental Publications, 

101

Natural disasters. See Emergency preparedness

Natural food, 24

NCD. See National Council on Disability

NCUA. See National Credit Union Administration

NCUSIF. See National Credit Union Share Insurance 

Fund

Negative option, 44

NFCC. See National Foundation for Credit Counseling

NHTSA. See National Highway Traffic Safety 

Administration

NIFA. See National Institute of Food and Agriculture

NIH. See National Institutes of Health

NIMH. See National Institute of Mental Health

North American Securities Administrators Association, 

137

Nursing Home Compare, 25

Nursing homes

long-term care insurance, 34

selection of, 24-25

Nutrition. See also Food

dietary guidelines, 22

resources, 22

O

Occupancy tax, 22

Occupational Safety and Health Administration, 99

OCTAE. See Office of Career, Technical, and Adult 

Education.

Office of Career, Technical, and Adult Education, 94

Office for Civil Rights, 

Department of Health and Human Services, 95

Department of Education, 94

medical privacy, 41

Office of Child Support Enforcement, 96

Office of Disability Employment Policy, 99

Office of Fair Housing and Equal Opportunity, 98

Office of Financial Protection for Older Americans, 57

Office of Investor Education and Advocacy, 103

Office of Manufactured Housing Programs, 98

Office of Personnel Management, 103

Office of Pollution Prevention and Toxics, 101

Office of Postsecondary Education, 94

Office of Servicemember Affairs, 55

Office of Special Education and Rehabilitative 

Services, 94

Office of the Comptroller of the Currency, 100

regulatory authority, 8

Online bill pay, 6

Online reviews, 62

car sharing services, 13

car sharing, 13

Online shopping, 4

ecommerce arbitrage, 4

Opt-out, 

auto insurance, 32

credit car offers, 58

free trial offers, 47

mandatory arbitration, 62

privacy, 39

unwanted mail, 46

OPM. See Office of Personnel Management

Organic foods, 23

OSHA. See Occupational Safety and Health 

Administration

Outpatient, 26

Overdraft, 6-7

Overseas Citizens Services, 100

P

Partnership for Food Safety Education, 22

Passports, 48, 99

Password 

digital asset plan, 51

mobile banking, 7

online privacy, 41

privacy, 38

Wi-Fi, 42

Patient portals, 25

Pay-as-you-go 

telephone plans, 45

PBGC. See Pension Benefit Guaranty Corporation

Pension Benefit Guaranty Corporation, 103

for seniors, 58

Pensions, 58

disability insurance, 32

Periodic rate, 14

Personnel Management, Office of, 103

Persons with disabilities. See Disabilities, persons with

Phantom debt, 18

Phones. See Telephone services

Physician selection, 24

Piggybacking, 42

PINs

ATM/debit cards, 7

gas pump skimming, 11

chip and PIN credit cards, 15

mobile phone hijacking, 44

protecting, 38

PMI. See Private mortgage insurance

Pollution Prevention and Toxics, Office of, 101

Pop-up shops, 3

Postsecondary Education, Office of, 94

Powers of attorney

banking, 6

health care, 27

wills, 52

PPOs. See Preferred Provider Organizations

Pre-existing conditions, 

warranties, 3
144 

INDEX

used cars, 10

Preferred Provider Organizations, 32

Premium, 31

insurance scams, 34

life insurance, 34

PMI, 28

Prepaid 

cards, 8

funerals, 53

phone plans, 45

tuition plans, 19

Prepaid cards, 8

Prepaid tuition plans, 19

Pre-payment penalty, 

car financing, 11

mortgages, 28

Pre-recorded sales calls, 46

Prescription drugs

information concerning, 26

Medicare coverage, 26

online pharmacies, 26

reporting safety hazards, 63

Primary care providers, 24

Privacy issues. See also Identity theft

car hacking, 10

data breach, 40

education privacy, 40

financial privacy, 40

medical privacy, 40

online privacy, 41

privacy protection tips, 39

Private mortgage insurance, 27, 38

Private student loans, 20

co-signer, 20

Probate

beneficiaries, 52

trusts, 52

wills, 51

Product safety recalls, 3

Professional associations contact information, 135-137

Property inspection, 27

Public Health Service, 55

Public Inquiries, Office of, 103

Public Service Loan Forgiveness Program, 20

Pyramid schemes, 

investment scams, 37

multilevel marketing, 22

R

Real estate, 37

Real estate agents 

buy a home, 27

flipping, 37

real estate investment, 37

Real estate investment trusts, 37

Recalls

cars, 3, 11

foods, 3, 22

product safety, 3

Receipts 

complaint letter, 60

retuns, 5 

Recruiting

direct selling, 21

for-profit schools, 19

Recurring payments, 27

credit cards, 15

subcription boxes, 5

Red Cross, 54

REIT. See Real estate investment trusts

Refinancing mortgages, 14

Refunds, 5

policies, 2

Register of Corporations, Directors and Executives, 72

Relay services, 54

Renters’ insurance, 33

Renting property

affordable housing, 30-31

cars, 12

Fair Housing Act, 30

housing property, 30

insurance, 33

leases, 11

security deposits, 30

Repairs

cars, 12 

credit, 18

housing, 29

Replacement value, 33 

Repossession of cars, 12

clauses, 15

starter interrupt device, 12

Resort fee, 48

Restocking fee, 5, 48

Retirement planning, 38

Returns, 5

ecommerce arbitrage, 4

policies, 2

pop-up shops, 3

Reverse mortgages, 28

scams, 57

Reviews

online, 62

pop-up shops, 3

shopping apps, 5

Revolving credit 

home equity loan, 14

build a better credit history, 17

Reward programs, 2

credit cards, 14

digital asset plan, 51

Robocalls, 46

Roth IRAs, 36

S

Safe Drinking Water Hotline, 101

Safety issues

cars, 9

food, 22

product safety recalls, 3

reporting safety hazards, 63

travel, 49-50

Sales calls, 47

SAMHSA. See Substance Abuse and Mental Health 

Services Administration

Sample complaint letter, 60

Satellite TV service, 45 

Savings accounts

considerations in choosing, 6

overdraft protection, 7

Savings bonds, 35

SBA. See Small Business Administration

Scams. See Fraud

banking, 8

car, 13

credit, 18

education, 20

employment, 21

food, 23

health care, 25

housing, 30

insurance, 34

investment, 37

privacy, 40

seniors, 57

servicemen, 56

telecommunications, 45

telemarketing, 46

travel, 49

wills, 53

Scholarships, 20

Seafood Inspection Program, 94

SEC. See Securities and Exchange Commission

Secret warranties, 11

Secure browser, 5

Secured loan, 14

Securities administrators, 36, 127

Securities and Exchange Commission, 103

complaints against financial brokers and advisors, 

35

Investment Adviser Public Disclosure, 37

Investor Information Service, 35 

Office of Investor Education and Advocacy, 103

retirement planning information, 38

seniors, 58

Security deposits, 30

Sell by date, 23

Sellers 

contacting, 59

direct, 21

Senate Special Committee on Aging Fraud Hotline, 58

Senior Medicare Patrol National Resource Center, 105

Senior Farmers’ Market Nutrition Program, 23, 57

Seniors 

AARP, 57

Administration on Aging, 96

assisted-living facilities, 25

disaster preparation, 59

discounts, 57

Eldercare Locator, 25, 58

FINRA senior hotline, 58

frauds, 57

health and safety, 58

housing counseling, 57

investing, 58

long-term care, 34, 59

Medicare, 59

Money Smart for Older Adults, 57

MyMoney.gov, 57

nursing home selection, 25

Office of Financial Protection for Older Americans, 

57

pensions, 58

prevent frauds, 58

report frauds, 58

saving, 57

Senate Special Committee on Aging Fraud Hotline, 

58

Senior Farmers Market Nutrition Program, 23, 57

Social Security, 58

spending, 57

Service contracts, 2

buying a new car, 9

Service Member Affairs, Office of, 55

Servicemember Civil Relief Act, 56

Shared services, 32

car, 13

insurance, 32, 35

persons with disabilities, 55

taxes, 22

Sharing economy, 22

Shopping from home

www.USA.gov 
1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 145

INDEX

INDEX

consumer tips, 3

online shopping, 4

3-Day Cooling-Off Rule, 4

Short-term disability insurance, 32

Shoulder surfers, 7, 38

Skimming, 11

Slamming

telephone service, 43

Small Business Administration, 103

Small claims court, 61

Smart phones, 44

SmartCheck, 37

SOCAP. See Society of Consumer Affairs Professionals 

International

Social Security, 38

Social Security Administration, 103

retirement planning information, 38

seniors, 58

Social Security Numbers

free credit report, 15

identity theft, 39

protect your identity, 38 

Society of Consumer Affairs Professionals 

International, 64, 137

Soft credit inquiry, 16

Software. See also Internet

malware, 5, 45

spam-blocking, 43 

spyware, 41

virus detection, 39

Spam, 43

online pharmacies, 26

Special Education and Rehabilitative Services, 

Office of, 94

Spoken warranties, 2 

Spyware, 41

SSA. See Social Security Administration

Standard Directory of Advertisers, 72

Starter interrupt device, 12

Statements

bill creep, 42

credit card disputes, 15

explanation of benefits, 25, 34

medical bills, 25

overbooked flights, 49

prevent ID theft, 38

unsolicited checks, 8

States

529 plans, 19

banking authorities, 119-122

Better Business Bureau state-by-state listing, 67-71

consumer protection offices, 106-118

Do Not Call Registry, 46

guaranty fund, 31

insurance regulators, 123-126

medical boards, 24

motor vehicle department, 9

regulatory agencies, 106-134

securities administrators, 127-130

student financial aid, 19

telephone relay services, 54

unemployment benefits, 22

utilities commissions, 131-134

Stocks, 35, 36

Stored value cards, 8

Streaming services, 45

Structured CDs, 36

Student Aid Report, 20

Student financial aid

applying for, 20

college aid planner, 20

college savings plans, 19

comparing loans, 20

defaulting, 21

education tax benefits, 19

federal loans, 20

federal loan repayment, 20

Federal Student Aid Information Center, 20, 94

financial aid scams, 20

pre-paid tuition plans, 19

private loans, 20

receiving, 20

types of, 19-20

Student loans

co-signer, 20

federal loans, 20

private loans, 20

Subscription

magazine, 4

boxes, 5

recurring payments, 27

telemarketing, 47

Subscription boxes, 5

Substance Abuse and Mental Health Services 

Administration, 95

Suitability standard, 36

Supplemental Nutrition Assistance Program, 23

Surplus Federal Property Sales, 102

T

Tax issues. See also Internal Revenue Service

applying for student aid, 20

credit report, 17

defaulted student loans, 21

ecommerce arbitrage, 4

education tax benefits, 19

executor, 52

ID theft, 38, 57

investments, 34 

occupancy, 22

paying for college, 19

sharing economy, 22

trusts, 52

Tax liens, 17

Tax offset, 21

Teaser rates, 16 

Technical service bulletin, 11, 12 

Telecommunications. 

cell phones, 44

Internet, 41

relay services, 54

smart phones, 44

telephone service, 42 

television service, 45

Telemarketing

Do Not Call Registry, 46

ID theft, 39

opt out, 46

pre-recorded messages, 46

sales calls, 47

Telemarketing Sales Rule, 47

Telemarketing Sales Rule, 47

Telephone services

cell phones, 44

comparing services, 44

cramming, 43

pay-as-you-go plans, 45

relay services for persons with disabilities, 54

slamming, 43

smart phones, 44

Television

buying a new TV, 45

cable, 45

Internet, 45

satellite, 45

streaming, 45

Tenant rights, 30

Term life insurance, 33-34

Terms and conditions

car leases, 11

credit cards, 14

cruises, 49

housing lease, 30

installment loans, 14

prepaid cards, 8

recurring payments, 27

savings and checking accounts, 6

Terms of sale, 47

Terms of service

Internet, 41

mandatory arbitration, 62

Text message alerts 

credit cards, 15

mobile banking, 7

Text telephones, 54

Third parties, 

contacting, 61

dispute resolution program, 61

extended warranties, 3

health care disputes, 33

spyware, 41

ThomasNet, 59

3-Day Cooling-Off Rule

home improvements, 29

home shopping, 4

Throttle, 44

Tickets

cruises, 49

overbooked flights, 49 

Toll free telephone numbers

AnnualCreditReport.com, 15

Do Not Call Registry, 46

FINRA Senior Hotline, 58

identity theft reporting, 39

Military OneSource, 56

National Runaway Safeline, 95

relay services, 54

Investor Information Service, 35

Vehicle Safety Hotline, 11

Toy safety, 63

Trade and professional associations, 135-137

complaint mediation, 61

Trade Names Directory, 72

Trade-in, 9, 10, 13

Transaction reordering, 6

Transportation Security Administration, 50, 97

TransUnion, 16

Travel

air travel problems, 48

fees, 48

cancellation policies, 47

cruises, 49

health-related information, 50

insurance, 35

passports, 48

safety, 49 

tips on, 47

Travel insurance, 35

Trustee Program, 99

Trustee, 52

Trusts, 52

Truth in Lending Act, 14
146 

INDEX

 www.USA.gov

TSA. See Transportation Security Administration

TTY, 54

U

Umbrella insurance policies, 35

Under observation, 26

Underinsured motorist coverage, 32

Unemployment Insurance Program, 22

Uninsured motorist coverage, 32

United States Mint, 101

United States Patent and Trademark Office, 94

Universal life insurance, 33

Unsecured loan, 14

Unsolicited checks, 8 

Unsolicited commercial email, 43

U.S. Citizenship and Immigration Services, 97

U.S. Coast Guard, 56

U.S. Computer Emergency Readiness Team, 97

U.S. Customs and Border Protection, 97

U.S. Department of Agriculture, 93

Center for Nutrition Policy and Promotion, 93

farmers markets, 23

food and nutrition information, 22

Food and Nutrition Service, 93 

food safety information, 23

Meat and Poultry Hotline, 93

National Institute of Food and Agriculture, 93

organic food certification, 23-24

reporting safety hazards, 63

Supplemental Nutrition Assistance Program, 23, 57

U.S. Department of Commerce, 94

Patent and Trademark Office, 94

reporting food safety hazards to, 63 

Seafood Inspection Program, 94

U.S. Department of Defense. See also Military 

personnel; U.S. Department of Veteran Affairs

National Resource Directory, 57

U.S. Department of Education, 94

college accreditation, 19

Education Publications Center, 94

federal student aid, 20

Federal Student Aid Information Center, 20, 94

Free Application for Federal Student Aid, 20

information resources for persons with disabilities, 

56

Office of Career, Technical, and Adult Education, 94

Office for Civil Rights, 94

Office of Postsecondary Education, 94

Office of Special Education and Rehabilitative 

Services, 94

U.S. Department of Energy, 94

Energy Efficiency and Renewable Energy, 94

U.S. Department of Health and Human Services, 94

Administration for Children & Families, 95

Administration for Community Living, 96

Administration on Aging, 96

Center for Food Safety and Applied Nutrition 

Information Line, 96

Centers for Disease Control and Prevention, 94

Center for Tobacco Products, 96

Centers for Medicare & Medicaid Services, 96

Child Welfare Information Gateway, 95

Eldercare Locator, 96

Food and Drug Administration, 96

Health Resources and Services Administration, 95

HHS-TIPS Fraud Hotline, 95

HIV.gov, 95

medical privacy information, 41 

National Health Information Center, 95

National Institute of Allergy and Infectious Diseases, 

97

National Institute of Mental Health, 97

National Institutes of Health, 96

National Runaway Safeline, 95

Office for Civil Rights, 95

Office of Child Support Enforcement, 96

Substance Abuse and Mental Health Services 

Administration, 95

U.S. Department of Homeland Security, 97

Federal Emergency Management Agency, 98 

National Flood Insurance Program, 98

Transportation Security Administration, 97

U.S. Citizenship and Immigration Services, 97

U.S. Computer Emergency Readiness Team, 97

U.S. Customs and Border Protection, 97

U.S. Department of Housing and Urban Development, 98

Department of Housing, 98 

Federal Housing Administration, 28, 98

housing counselor, 27, 29

information resources for persons with disabilities, 

55

Office of Fair Housing and Equal Opportunity, 98

Office of Manufactured Housing Programs, 98

U.S. Department of the Interior, 98

Fish and Wildlife Service, 98 

National Park Service, 98

U.S. Department of Justice, 99

Trustee Program, 99

U.S. Department of Labor, 99

Employee Benefits Security Administration, 99

Job Corps, 99

National Contact Center, 99

Occupational Safety and Health Administration, 99

Office of Disability Employment Policy, 99

retirement planning information, 38

Veteran’s Employment and Training Service, 99

U.S. Department of State, 99

U.S. Department of Transportation, 100

airline fees regulations, 49 

Auto Safety Hotline, 66

Aviation Consumer Protection Division, 100

Federal Aviation Administration, 100

Federal Motor Carrier Safety Administration, 100

National Highway Traffic Safety Administration, 9, 

63, 100

travel safety information, 50

Vehicle Safety Hotline, 11

U.S. Department of the Treasury, 100

Bureau of the Fiscal Service, 100

Internal Revenue Service, 100

MyRA, 38, 100 

Office of the Comptroller of the Currency, 100

U.S. Mint, 100

U.S. Department of Veterans Affairs, 101

cemeteries for veterans, 56

mortgage loans, 28

National Cemetery Administration, 56, 101 

National Resource Directory, 56

Veterans Benefits Administration, 101

Veterans Health Administration, 101

U.S. Military Family Centers, 55

U.S. Postal Inspection Service, 103

U.S. Postal Service, 103

reporting mail fraud to, 63

unwanted mail, 46

U.S. Savings Bonds, 35

U.S. Trustee Program, 18, 99

U.S. Veterans Administration. See U.S. Department of 

Veterans Affairs

USCIS. See U.S. Citizenship and Immigration Services

USDA. See U.S. Department of Agriculture

Use by, 23

Used cars, 9

USPS. See U.S. Postal Service

Utilities

starting service, 50

state utilities commissions, 131-134

V

VA. See U.S. Department of Veterans Affairs

Vaccines,gov, 95

Valuation insurance 

movers, 29

lost baggage, 49

Variable rate 

credit cards, 14

mortgage, 28

Vehicle Safety Hotline, 11, 66

Vehicles. See Cars

Veterans. See also Military personnel; U.S. Department 

of Veterans Affairs

cemeteries for, 56

FedsHireVets, 56

Veterans Administration. See U.S. Department of 

Veterans Affairs

Veterans Benefits Administration, 101

Veteran’s Employment and Training Service, 99

Veterans Health Administration, 101

insurance coverage, 32

VETS. See Veteran’s Employment and Training Service

VHA. See Veterans Health Administration

Virtual currency, 4

Visa Services, 100

Vision insurance, 34

W

Warranties

car repairs, 12

extended, 2-3

implied, 2

leases, 11

limited, 10

pre-exisitng conditions, 10

problems with, 3

sample complaint letter, 60

secret, 11

spoken, 2

written, 2

used cars, 10

Websites. See Internet; specific organizations and 

government agencies

Whole life insurance, 33

Wi-Fi. See Wireless Internet

Wills. See also Trusts

beneficiary selection, 52

considerations when writing, 51

digital asset plan 51

estate planning, 51

executor selection, 52

importance of, 51

Wireless Internet, 42

online shopping, 5

public Wi-Fi, 42

travel fee, 48

Work-at-home companies, 21 

Work-study programs, 19

Written warranties, 2 
ORDER THE CONSUMER ACTION HANDBOOK

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Single copies of the current Consumer Action Handbook are 

available by writing:

Consumer Action Handbook

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