CONSUMER ACTION 

HANDBOOK

USA.gov/consumer

Be a Smarter Consumer

2014

GSA Federal Citizen Information Center
CONTRIBUTORS

GSA Oce of Citizen Services and Innovative Technologies

January 2014

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

Innovative Technologies, I welcome you to the 2014 Consumer Action Handbook. First published 

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

1997, the Handbook continues to be one of the most popular publications from the federal 

government. Whether you are looking for helpful tips on everyday consumer matters or you need 

trustworthy guidance for major purchases, the Consumer Action Handbook can help you.

It’s hard work being an informed consumer. The effort it takes to compare products, protect your 

identity, and stay abreast of the latest scams can be a full time job. The Handbook makes it 

easier, by compiling practical consumer information into one comprehensive resource. Each 

edition of the Handbook covers topics that matter to you, such as buying a home, paying for 

college, and choosing a car repair shop. This year, I am excited to introduce new information on 

over 20 new topics, such as getting free copies of specialty consumer reports, timeshare resale, 

and affinity fraud. The sample complaint letter and directory of corporate and government

consumer protection agencies take the guesswork out of filing a complaint.

The Consumer Action Handbook isn’t the only source for reliable information from the 

government. Be sure to visit USA.gov and GobiernoUSA.gov (in Spanish) all year long to get 

answers to your questions. If you prefer speaking to a person, call 1-800-FED-INFO (333-4636) 

to get answers to your questions. You can also order or download electronic versions of this 

Handbook and hundreds of other government publications at Publications.USA.gov.

Please let me know what you think of the Consumer Action Handbook and if you have 

suggestions. I really am listening. Some content updates in this version are based on readers’ 

comments. You can email action.handbook@gsa.gov or reach us on social media at 

www.facebook.com/USAgov or twitter.com/USAgov.

Sincerely,

Marietta Jelks

Editor-in-Chief, Consumer Action Handbook

American Financial Services Association 

Education Foundation

The Colgate-Palmolive Company

Department of Veterans Affairs

Federal Deposit Insurance Corporation

Federal Trade Commission

Kellogg Company

LeadingAge

Money Management International

National Futures Association

The Procter & Gamble Company

City of Pueblo, CO

Securities and Exchange Commission

Society of Consumer Affairs Professionals 

International

Unilever

U.S. Commodity Futures Trading Commission

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

below who helped make possible the publication of the 2014 Consumer Action Handbook.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook I

GSA Administrator

January 2014

Welcome to the 2014 edition of the U.S. General Services Administration’s (GSA) Consumer 

Action Handbook. The mission of GSA is to deliver the best possible value to the government

and the American people. This handbook offers the American people the resources and advice

that they will need to help them achieve those kinds of savings in their everyday lives.

Every day the women and men of GSA are committed to providing cost savings, efficiency, and 

excellent customer service -- both for our partners and for the American people. These are goals

that everyone can relate to. Every American wants to get the most for their money. GSA is

proud to offer this Handbook full of practical tips to help you achieve the same goals that we are

working toward across government.

This Handbook will assist you in making informed choices when buying the products and 

services that matter to you. Topics such as loans, mobile phones and housing, along with 

information on the latest frauds and scams are all included. It also provides the resources you

need to ensure that you are getting the support and protection you need as a consumer.

This Handbook, which is updated annually by GSA’s Office of Citizen Services and Innovative

Technologies, is also available online with interactive features at USA.gov/consumer. I hope

that you take advantage of this Handbook and the information it provides, and share it with your 

family and friends.. 

Sincerely, 

Dan Tangherlini

Acting Administrator

 January 2014

Welcome to the Consumer Action Handbook.

From buying a home to raise a family in to securing a loan to pursue an education,

financial decisions have tremendous potential to make our lives better. Having

the tools to understand and make the most of these decisions is vital not only to

individuals, but also to our economy, which is fueled by consumers. 

That is why my Administration remains committed to strengthening consumer

protections and helping people make sound decisions in the marketplace. We are

working with the Department of Justice and independent regulators to fight for

consumers by taking enforcement action against deceptive practices, replacing

confusing language in financial documents, and providing educational resources

so Americans can make informed choices.

The Consumer Action Handbook is one of these important resources. With

practical tools and tips on a broad range of topics, including credit and loans,

insurance and identity theft, and mobile purchases, this handbook can help

individuals and families navigate their financial future.

I encourage all Americans to take advantage of this valuable information, which

is also available online with interactive features at www.USA.gov/Consumer. 

 
II www.USA.gov To contact an organization, use the directory beginning on page 62. 

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. 

To quickly locate specific topics and information, look in the 

Table of Contents (p. 1) and Index (p. 139).

PART II—FILING A COMPLAINT

Turn to this section for suggestions on resolving consumer 

problems. The sample complaint letter on page 57 will help 

you present your case.

PART III—KEY INFORMATION RESOURCES

Look here for a list of public resources for teachers, 

disabled consumers, and military families.

PART IV—CONSUMER ASSISTANCE 

DIRECTORY

Here you will find contact information for corporate offices, 

consumer organizations, trade groups, government 

agencies, and more. 

VISIT US ONLINE

A searchable version of this Handbook is available online at 

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

You can also order or download an electronic version of the 

Handbook and hundreds of other consumer publications at 

Publications.USA.gov.

 

 

QUICK CONSUMER TIPS

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

shady deals and scams. To avoid becoming a victim, keep 

these things in mind: 

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

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

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

2. Don’t share personal information with someone you 

don’t trust. Learn how to recognize fraud. 

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

these loans are usually excessive. A cash advance on a 

credit card may be a better option.

4. Read and understand any contract, legal document or 

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

not sign a contract with blank spaces or where the terms 

are incomplete. Some contracts include a clause that 

prohibits you from taking legal action and require you to 

engage in mandatory arbitration with a company in the 

case of a dispute. 

5. Get estimates from several contractors for home or car 

repairs. Make sure the estimates are for the exact same 

repairs for a fair comparison.

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

the store’s refund, return and early termination/

cancellation policies, especially for services and 

facilities that charge monthly fees.

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

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

incorrect, speak up. Remember, when shopping online, 

your purchase may include additional fees, such as 

shipping, handling, and convenience fees that are not 

calculated until you check out.

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

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

that begins with “https” to ensure that your payment 

information is transmitted securely. 

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

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

death or debt). 

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

notify your lender immediately so that you can work out 

a payment plan.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 1

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Dealer Versus Private-Party Purchases...................10

FInancing..........................................................................10

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

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

Renting.............................................................................. 11

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

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

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

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

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

FICO...................................................................................14

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

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

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

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

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

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

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

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

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

Food Safety......................................................................21

Saving Money On Groceries........................................21

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

Going Green ........................................................ 22

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

Reusing And Recycling.................................................22

Health Care ......................................................... 23

Choosing A Doctor........................................................23

Choosing A Health Care Facility ................................23

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

Medicare Prescription Drug Coverage......................25

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

Housing............................................................... 26

Buying A Home...............................................................26

Avoiding Foreclosure ....................................................28

Moving Companies ........................................................28

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

Renting/Leasing .............................................................29

Insurance............................................................. 30

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

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

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

Health Care Plans...........................................................31

Homeowners/Renters Insurance................................32

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

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

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

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

Online Trading.................................................................35

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

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

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

Privacy And Identity Theft................................ 37

Reporting Identity Theft................................................37

Protecting Your Privacy.................................................37

Financial Privacy.............................................................38

Medical Privacy...............................................................38

Online Privacy..................................................................39

Telecommunications.......................................... 39

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

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

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

Telemarketing And Unwanted Mail................... 45

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

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

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

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

Resolving Air Travel Problems....................................48

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

Travel Safety....................................................................50

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

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

Billing.................................................................................50

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

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

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

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

PART II: Filing a Complaint............................... 54

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

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

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

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

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

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

Sample Complaint Letter..............................................57

PART III: Key Information Resources .............. 58

Emergency Preparedness ............................................58

For Teachers....................................................................58

For Persons With Disabilities......................................59

For Military Personnel ...................................................59

PART IV: Consumer Assistance Directory ...... 62

TABLE OF CONTENTS
2 www.USA.gov To contact an organization, use the directory beginning on page 62. 

BUYER BEWARE

BEFORE YOU BUY

To avoid problems and make better decisions, use this 

checklist BEFORE you make a purchase:

•	 Decide in advance exactly what you want and what you

can afford. 

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

trust for advice based on their experience. Gather 

information about the seller and the item or service you 

are purchasing.

•	 Review product test results from consumer experts and

comments from past customers. See Key Information 

Resources (p. 58).

•	 Get advice and price quotes from several sellers.

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

lawyers, contractors, and other service providers must 

register with a state or local licensing agency.

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

consumer affairs office (p. 107) and Better Business 

Bureau (p. 65).

•	 Get a written copy of guarantees and warranties.

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

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

•	 Read and understand any contract or legal document you

are asked to sign or give agreement to online 

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

spaces or the terms are incomplete. Insist that any extras 

you are promised be put in writing.

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

can dispute a charge made on your credit card 

(p. 13).

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

donating to charity. 

SERVICE CONTRACTS AND EXTENDED 

WARRANTIES

Service contracts or “extended warranties” extend the 

guarantee or promise that a product will work, for an 

additional cost. Sellers offer these service contracts at 

the time of purchase. Third party firms may also try to sell 

you a warranty; some even make cold calls to you with

high pressure sales tactics. Some extended warranties 

duplicate warranty coverage that you get automatically from 

a manufacturer or seller, so this add-on may not be worth 

the cost. Ask these questions before you agree to one of 

these contracts:

•	 Does the dealer, the manufacturer, or an independent

company back the service contract?

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

where will it be done? 

•	 What happens to your coverage if the dealer or

administrator goes out of business?

•	 Do you need prior authorization for repair work?

•	 Are there any situations when coverage can be denied?

You may not have protection from common wear and 

tear, or if you fail to follow recommendations for routine 

maintenance.

PART I: BE A SAVVY CONSUMER

DRIP PRICING

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

out that there are additional, sometimes mandatory, 

fees that were not included in the advertised price? If 

so, you have been the victim of drip pricing. Drip pricing 

makes it difficult for consumers to determine the full cost 

and compare similar options, when all the fees are not 

disclosed up front. You can protect yourself by reading the 

policies before completing the sale and asking questions of 

sales personnel. Also, if you have charged your purchase 

on your credit card, you may be able to dispute the extra 

fees if they are more than you had agreed to with the seller.

QUICK TIPS FOR AVOIDING FRAUD

There are many varieties of consumer fraud, but the most 

common ones are variations of fake check scams, credit 

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

tips to help you avoid being a victim:

•	 Don’t give out personal information. Be suspicious 

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

Security number, birthdate, credit card number, bank 

account number, password, or other personal data. 

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

that want you to provide or verify personal information 

immediately. Answer that you are not interested and 

hang up or don’t reply to the email.

•	 Monitor your accounts. Review bank and credit 

card statements carefully, and report unauthorized 

transactions to your financial institution immediately.

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

statements, insurance forms, and other papers with 

personal information.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 3

PRODUCT SAFETY RECALLS

Before you buy a used or second-hand product, check to be 

sure that it has not been recalled for safety reasons. Some 

recalls ban the sale of an item, while others ask consumers 

to return the item for replacement or repair. Sometimes, a 

seller will provide a part that reduces the danger of using 

the product.

If you are buying a product for a child, such as toys, clothing, 

cribs, and costume jewelry, be especially careful. Visit the 

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

latest safety recalls. You can also sign up for free email 

notifications at www.recalls.gov/list.html or download the 

mobile app from apps.usa.gov.

IDENTIFYING AND STOPPING FRAUD

Look for these warning signs to avoid fraud: 

• 	You are asked for your bank account or credit card

number. 

•	 Someone you do not know offers you the chance to

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

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

•	 The solicitation looks like a government document and

suggests that contest winnings or unclaimed assets are 

yours for a small fee. (The government does not solicit 

money from citizens.)

•	 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.

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

enforcement offers to help you get your money back 

(for a fee).

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

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

your car or home.

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

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

item” is available for slightly more money. 

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

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

page 37.

SHOPPING FROM HOME

Late delivery, shipment of wrong or damaged items, and 

hidden costs are common complaints when consumers 

shop from home. To avoid problems and resolve them more 

easily, follow the advice in the Before You Buy checklist (p. 

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

• Be wary of post office boxes and sellers in other 

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

problem later.

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

shipping, handling, insurance, and taxes. Coupons and 

other discounts should be deducted properly.

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

Watch for words such as “refurbished,” “reconditioned,” 

“closeout,” or “discontinued.”

• The security code on the back of your credit card offers 

you extra protections on online purchases. 

• Keep a record of your purchase. Save any information 

the seller gives you, such as order confirmation number, 

product description, delivery date, cancellation policy, 

privacy policy and warranties. 

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

to cancel and demand a refund.

BUYER BEWARE

BUYER BEWARE

CHECK HERE FOR RECALLS

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

federal agencies.

• www.nhtsa.gov publishes safety information on 

vehicles and equipment such as children’s car seats.

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

poultry, or processed egg products.

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

medical devices, cosmetics, biologics, radiation 

emitting products, veterinary drugs and pet food.

• Report incidents and safety concerns with consumer 

products, search for incidents, reported by others at 

www.saferproducts.gov.

DYNAMIC PRICING

Have you ever viewed a product while shopping online, and 

noticed that the price had changed from when you looked 

at it yesterday? You have experienced dynamic pricing, 

when a retailer changes an item’s price multiple times over 

a few days, or even within hours. 

Dynamic pricing practices are common with online 

retailers, airlines and tickets for professional sporting 

events. Retailers adjust prices based on their inventory, 

your shopping history on their site, and your online 

browsing behavior. Sports teams may adjust ticket prices 

based on how well the team is performing, ticket inventory 

and even the day of the week. Make dynamic pricing work 

to your advantage by:

• 	Using price tracker websites to compare the prices at

different retailers. 

• 	Using price predictor websites to track if the price is

expected to go up or down. 

• 	Clearing your Internet cookies so online retailers

cannot use your browsing history to adjust prices.
4 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Your Rights

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

the Federal Trade Commission (FTC) requires the company 

to:

•	 Ship the merchandise within the time promised, or if

no specific delivery time was stated, within 30 days of 

receiving your order.

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

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

•	 Cancel your order and return your payment if the new

shipping date cannot be met, unless you agree to another 

delay.

If you cancel your order, your money must be refunded 

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

your account must be credited within one billing cycle. The 

company cannot substitute a store credit. If you applied for 

a charge account with the merchant at the same time that 

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

to ship the merchandise to allow time for processing your 

credit application.

These FTC rules only apply to the first shipment of 

magazine subscriptions or other merchandise you receive 

repeatedly. Your state may also have rules that apply. 

Report suspected violations to your state or local consumer 

protection agency (p. 107) and to the FTC (p. 103).

3-Day Cooling-Off Rule

This federal law protects consumers in their homes 

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

business locations. According to the FTC, the 3-Day 

Cooling-Off Rule does NOT apply to the purchase of new 

automobiles or items sold online. It only applies when a 

company is selling something that costs $25 or more at a 

location other than its regular place of business.

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

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

full refund within three business days.

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

Rule does not apply:

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

telephone.

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

seller’s permanent business location.

•	 You signed a document waiving your right to cancel.

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

household use.

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

motor vehicle.

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

you received it. 

Remember, if you paid by credit card and are having 

difficulty getting your refund, you may also be able to 

dispute the charge with your credit card company 

under the Fair Credit Billing Act. See Credit Card Billing 

Disputes (p. 13).

Online Shopping

Online shopping websites often offer great deals, variety, 

and convenience. However, consumers need to be careful 

and make informed decisions about their purchases. Some 

tips for shopping safely online:

•	 Stick to websites that are known or recommended.

•	 Compare prices and deals, including free shipping,

extended service contracts, or other offers.

•	 Search for online coupons, known as promo codes,

which may offer discounts or free shipping.

•	 Get a complete description of the item and parts

included, and the price, including shipping, delivery 

time, warranty information, return policy, and complaint 

procedure.

GREY CHARGES

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

see a small charge on your credit card statement that you 

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

there are several common types:

• Unintended subscriptions. You thought you made a 

one time purchase, but it was really a subscription.

• Zombie fees. Membership fees that you had cancelled, 

but the fees will not stop.

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

converts it to a paid subscription.

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

realize that you were buying others at the same time.

Take these steps to protect yourself from grey charges:

• Before you buy, read the terms of service. Disclosures 

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

entire document. 

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

a set date.

• Read your credit card statements closely. Pay attention 

to the names of companies and charges for small 

amounts.

• Contact the seller to have the grey charges removed.

• Dispute the charges with your credit card company.

BUYER BEWARE

BUYING TICKETS ONLINE

When buying tickets online, be mindful of convenience 

or venue fees that can raise the price. Also, be mindful 

of the fine print. Some tickets are tied to your credit card, 

restricting your ability to donate, give them as gifts or 

resell them if you cannot attend because the same credit 

card must be shown at the event venue to enter. 
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 5

•	 Read reviews from other consumers and independent

experts.

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

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

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

payment.

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

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

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

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

these may not be secure, and your payment information 

could be stolen over the network. See Wi-Fi (p. 40) for 

more information.

•	 Print or save your purchase order with details of the

product and your confirmation number.

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

Online Auctions and Sellers

Many people sell items on the Internet through auctions 

and classified ads. Review the Internet section (p. 40) as 

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

prevent being a victim of online fraud. When participating in 

an online auction, remember to: 

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

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

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

will take you through the bidding process.

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

free insurance or guarantees for items that are not 

delivered or are not what the seller claimed?

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

of the item before you begin bidding, then establish your 

top price and stick to it.

•	 Read past customers’ ratings and comments to

determine if the seller is reputable and delivers quality 

products, as promised.

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

highest bidder, you have bought it. Auction companies 

often bar those who back out of a deal from future 

bidding.

•	 If the seller cannot accept payment by credit card, use an

escrow service. A third party holds your money until you 

get your purchase and approve release of your payment 

to the seller. 

For more tips, visit the Federal Trade Commission’s website 

at www.consumer.ftc.gov.

AFTER YOU BUY

Even careful buyers can run into unforeseen problems later 

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

•	 Save all papers that come with your purchase. Keep

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

manuals, and warranty documents. 

•	 Read and follow product and service instructions. The

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

warranty rights.

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

complaint (p. 54).

BANKING

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

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

you have to consider the actual products and services it 

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

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

transactions online or at automated teller machines, you 

want to choose a bank with quality customer service. Also, 

consider the variety of products that the bank provides;

some banks may specialize in checking and savings 

accounts, while others are full-service banks, offering loans 

and CDs. You do not have to maintain all of your accounts 

at one bank; you can have relationships with several to get

the best rates on different services.

BANKING

BANKING

ONLINE SHOPPING TIPS

Use these tips to get the most out of your online shopping:

• Find out if the retailer offers free shipping if your 

purchase is sent to their nearby store, instead of your 

home.

• Plan your purchases so that you can use standard 

(cheapest) shipping and still receive your purchase on 

time. 

• Determine if your purchase qualifies for discounted 

or free shipping if your purchase total meets a certain 

amount.

• Use a price predictor website to help you determine if an 

item’s price is expected to go up or down.

• Compare current prices of same the product across 

several websites.

Visit www.consumer.ftc.gov for more on online shopping.
6 www.USA.gov To contact an organization, use the directory beginning on page 62. 

SAVINGS AND CHECKING

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

there are a lot of options. Savings accounts, checking 

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

accounts are popular choices. Each has different rules and 

benefits that fit different needs. The bank must provide 

you with the account terms and conditions when you open 

your account. When choosing the one that is right for you, 

consider:

Minimum deposit requirements. Some accounts can 

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

account goes below the minimum, the bank may not pay 

you interest on the money you deposited and you may be 

charged extra fees.

Limits on withdrawals. Can you take money out whenever 

you want? Are there any penalties for doing so?

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

Daily, monthly, quarterly, yearly? You can check with banks 

or credit unions to see and compare their current published 

rates.

Deposit insurance. Make sure your bank is a member of 

the Federal Deposit Insurance Corporation (FDIC). This 

agency protects the money in your checking and savings 

accounts, certificates of deposit (CDs), and Individual 

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

Credit unions. A credit union is a nonprofit, cooperative 

financial institution owned and run by its members. Like 

the FDIC does for banks, the National Credit Union Share 

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

$250,000. 

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

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

and live? Can you bank by phone or Internet? 

If you are considering a checking account or another type 

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

your list of things to think about:

Number of checks. Is there a maximum number of checks 

you can write per month without incurring a charge?

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

charge for each check you write? 

Holds on checks. Is there a waiting period for checks 

to clear before you can withdraw the money from your 

account?

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

Account fees. Banks can charge fees on your checking 

or savings account to cover things like maintenance, 

withdrawals, or minimum balance rules. However, the bank 

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

agreement and notify you when changes occur. Practices 

vary from bank to bank, but each must inform you of the fee 

change on your statement, or in a separate letter. 

Overdrafts and bounced checks. What happens if you 

try to cash a check, withdraw money, or use your debit 

card for an amount greater than the amount of money in 

your account? Will the bank assess a bounced check or 

overdraft fee? Will your bank pay for the item, even though 

there were insufficient funds in the account? 

PEER-TO-PEER PAYMENTS

A peer-to-peer payment (P2P) is an electronic way to pay 

other people. If you need to pay a friend, you just need 

his or her cell phone number or email address — no bank 

account required. When you send money, the recipient will 

receive a text message or email with a code to receive the 

payment.

If you transfer the money using your bank, your bank will 

deduct the money from your checking account; other P2P

companies will allow you to make payments with your 

credit or debit card, or your bank account. There is a fee for 

using P2P to send money, either a flat rate or a percentage 

of the payment amount. 

If your P2P account is hacked, federal laws protect you 

from fraudulent charges, just like if you lost your credit 

or debit card. In general, you are liable for up to $50 of 

fraudulent charges. For more information, visit 

www.consumer-action.org/news/articles/peer_to_peer_

payments_survey_may_2013.

BANKING

NEW RULES FOR REMITTANCES

If you send money to family or friends in another country, 

you have new consumer protections. You now have the 

ability to compare offers, cancel the transaction and file a 

complaint. Your rights include:

Written estimate for comparison. A remittance 

company must give you a written estimate that includes 

the transfer amount, taxes, fees, exchange rate, and the 

amount the recipient will receive.

Receipt. After you choose an offer, the remittance 

company must give you a receipt that confirms the details 

of the transaction.

The right to cancel. You have 30 minutes to change your 

mind and cancel the remittance for a full refund. This is 

also stated on the receipt.

Handle disputes or file a complaint. The receipt must 

include contact information for the company if you need to 

dispute an error. It must also include contact information 

for filing a complaint with your state regulator and the 

Consumer Financial Protection Bureau (p. 93).
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 7

ATM/DEBIT CARDS

With a debit card and personal identification number 

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

withdraw cash, make deposits, or transfer funds between 

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

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

location.

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

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

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

is transferred immediately from your bank account to the 

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

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

resolve problems directly with the seller. 

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

the card issuer immediately. While federal law limits your 

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

for unauthorized use of your ATM or debit card can be 

much greater, depending on how quickly you report the 

loss. 

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

are not responsible for any unauthorized withdrawals. 

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

two business days after you realize your debit card is 

missing and increases to $500 if you report the loss 

between two and 60 days. 

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

or ATM card within 60 days after your bank mails the 

statement documenting the unauthorized use, you could 

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

the unused portion of your line of credit established for 

overdrafts.

Check the policies of your card issuer; some offer more

generous limits on a voluntary basis. 

If your bank offers an overdraft service, you must opt-in 

to this service for most ATM and debit card transactions 

before the bank may impose any fees. Banks must disclose 

this option, the amount of the overdraft coverage fee, 

and the customer’s right to cancel this service. For more 

information, go to www.fdic.gov/consumers/overdraft.

UNSOLICITED CHECKS AND CREDIT OFFERS 

If you cash an unsolicited check, you could be agreeing 

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

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

without consideration of credit history, are probably a 

scam. Legitimate lenders never guarantee credit. 

Legitimate offers of credit often come in the form of 

“convenience checks,” which credit card companies 

enclose with your monthly statement. However, 

convenience checks may carry higher fees, a higher interest 

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

be sure to shred them to protect yourself from “dumpster 

divers” and identity thieves.

Watch out for checks from someone in a foreign country 

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

accepting foreign checks for investment opportunities or 

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

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

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

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

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

PREPAID CARDS

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

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

Banks and retailers issue them to offer consumers a way to 

make payments and conduct other financial transactions. 

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

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

terms and conditions BEFORE you buy. 

Many cards carry protections similar to credit and debit 

cards. To obtain these benefits, you must follow the 

instructions for registering and activating your card. 

Be sure to record your card information, including the 

customer service telephone number listed on the back of 

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

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

charge fees for card activation, maintenance, and cash 

withdrawals.

PHISHING SCAMS

“Phishing” is the use of fraudulent email designed to steal 

identities as well as vital personal information such as 

credit card numbers, bank account PINs, and passwords. 

Phishing emails often ask you to verify this type of 

information. Scammers also go “smishing,” or phishing 

using text messages, by asking you to verify or confirm 

sensitive information. Legitimate companies never ask for 

your password or account number via email. If you are not 

sure whether the email is trustworthy, call the company 

directly and forward the email to spam@uce.gov. If you 

believe you have received a phishing email, don’t hit reply! 

The email may even threaten to disable your account. 

Don’t believe it!

BANKING

BANKING

PROTECT YOUR PIN

Beware of “shoulder surfers.” Be suspicious of anyone 

lurking around an ATM or watching over your shoulder 

while you use your debit or ATM card. Some thieves 

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

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

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

use a different ATM.
8 www.USA.gov To contact an organization, use the directory beginning on page 62. 

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

the customer service number. If the problem still is not 

resolved, file a complaint with the proper authorities:

• For cards issued by retailers, contact the FTC (p. 103).

You may also file a complaint with your local consumer 

protection office (p. 107).

• For cards issued by national banks, contact the Office of

the Comptroller of the Currency (p. 101).

• For cards issued by state banks, contact the FDIC

(p. 103) or state banking authority (p. 120).

For more information, visit the Network Branded Prepaid 

Card Association at www.nbpca.com.

Government Benefits on Prepaid Cards 

Many government agencies deliver financial benefits using 

prepaid cards. All Supplemental Nutrition Assistance 

Program (SNAP) benefits are paid via electronic benefit 

cards. All Social Security benefits must be paid via direct 

deposit or a prepaid debit card, which comes with federal 

consumer protections. 

Contact the proper regulatory agency below: 

CARS

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

help you get the best deal and avoid problems:

•	 Decide what kind of vehicle best suits your needs and

budget. 

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

state or local consumer protection agency (p. 107) and 

Better Business Bureau (p. 65). If you are buying from an 

individual, check the title to make sure you are dealing 

with the vehicle’s owner. 

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

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

sure the vehicle does not pull to one side.

•	 Handle trade-ins and financing separately from your

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

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

•	 Shop in advance and compare financing options at your

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

finance charges and the Annual Percentage Rate (APR), 

not just the monthly payment.

•	 Read and understand every document you are asked

to sign. 

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

final.

• 	Choose an auto insurance policy that is right for you

(p. 30).

BANKING

GOVERNMENT FUEL ECONOMY WEB PAGES

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

tool helps you find the cleanest and most fuel-efficient 

vehicles to meet your needs. 

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

ratings of different vehicle models manufactured since 

the mid-1980s and calculates annual fuel estimates. 

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

economy of different types of vehicles (diesel, hybrid, 

electric, gasoline).

Type of Institution Regulatory Agency

State-chartered banks and 

trust companies 

Federal Deposit Insurance 

Corporation (p. 103) 

and state banking 

authorities (p. 120)

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. 101)

Federal savings and 

loans and federal 

savings banks

Office of the Comptroller of the 

Currency, U.S. Department of 

the Treasury (p. 101)

Federally chartered 

credit unions

National Credit Union 

Administration (p. 104)

State-chartered banks that 

are members of the Federal 

Reserve System

Federal Reserve System 

(p. 103)
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 9

BUYING A NEW CAR

Do your research first and compare vehicles. 

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

is easier to get the best price when you know what the 

dealer paid for a vehicle. The dealer invoice price is 

available on a number of websites and in printed pricing 

guides. Try to locate the wholesale price; this figure

factors in dealer incentives from a manufacturer and is 

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

vehicle.

•	 Find out whether the manufacturer is offering rebates

that will lower the cost. 

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

amounts quoted are the prices before or after rebates are 

deducted.

•	 Avoid low-value extras such as credit insurance,

extended warranties, auto club memberships, 

rustproofing, and upholstery finishes. You do not have 

to purchase credit insurance to get a loan. See Service 

Contracts and Extended Warranties (p. 2).

•	 Hybrid cars are popular among consumers interested

in fuel economy and reducing their negative impact 

on the environment. These cars combine the benefits 

of gasoline engines and electric motors and can be 

configured to achieve different objectives, such as 

improved fuel economy, increased power, or additional 

auxiliary power. Also look for the Smartway logo to 

identify cleaner, more fuel-efficient cars and trucks; visit

www.epa.gov/smartwaylogistics/vehicles/smartwaycertified.htm for more information. For more information 

about hybrids, electric vehicles, and alternative fuels, visit 

www.fueleconomy.gov. 

BUYING A USED CAR 

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

contact your state or local consumer protection office (p. 

107).

•	 Find out in advance what paperwork you will need to

register a vehicle. Contact your state’s motor vehicle 

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

shtml.

•	 Check prices of similar models using the NADA Official 

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

National Automobile Dealers Association or the Kelley 

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

available at local libraries.

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

concerning past owners, use, and maintenance; you

should also find out whether the car has been damaged 

in a flood, crash, or labeled a “lemon”. Also visit 

www.vehiclehistory.gov to buy vehicle history reports 

gathered from state motor vehicle departments and other 

sources. These reports are helpful but do not guarantee 

that a vehicle is accident-free.

•	 Your state motor vehicle department can research the

car’s title history. 

•	 The National Highway Traffic Safety Administration’s

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

an online database of manufacturer technical service 

bulletins and review crash test ratings. 

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

provides information on safety defect recalls, complaints 

and technical service bulletins.

CARS

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.hwysafety.org) uses 

offset-frontal car crashes to assess the protection a 

vehicle’s structure provides.

•	 Consumer Reports. The annual auto issue of 

Consumer Reports (www.consumerreports.org) rates 

vehicles in terms of overall safety. Its safety score 

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

acceleration, and even driver comfort.

•	 The National Motor Vehicle Title Information 

System. The NMVTIS (www.vehiclehistory.gov) 

provides information about a vehicle’s history and 

condition, including information about its title, odometer 

reading, brand history, and, in some cases, theft.

You can also report safety risks to NHTSA (www.nhtsa.gov). 

•	 Safercar.gov (www.safercar.gov) allows you to 

identify and report problems with your vehicle, tires, 

equipment or car seats.

To find out whether a manufacturer has recalled a car for 

safety defects, contact NHTSA (p. 101). If a vehicle has 

been recalled, ask 

the dealer for proof 

that the defect has 

been repaired. Used 

vehicles should also 

have a current safety 

inspection sticker if 

your state requires 

one.
10 www.USA.gov To contact an organization, use the directory beginning on page 62. 

•	 Make sure any mileage disclosures match the odometer

reading on the car. 

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

in effect, contact the manufacturer to make sure you can 

use the coverage. 

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

read it carefully.

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

agree in advance that you will pay for the examination 

if the car passes inspection, but the seller will pay 

if significant problems are discovered. A qualified 

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

bags, and undercarriage as well as the engine.

•	 Examine dealer documents carefully. Make sure you are

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

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

DEALER VERSUS PRIVATE-PARTY 

PURCHASES

The FTC requires dealers to post a Buyer’s Guide in the 

window of each used car or truck on their lot. This guide 

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

vehicle’s current condition, without a warranty) or with a 

warranty, and what percentage of repair costs a dealer 

will pay under the warranty. Keep in mind that private 

sellers generally have less responsibility than dealers do 

for defects or other problems. FTC rules do not apply to 

private-party sales.

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

an individual. Many dealers inspect their cars and provide 

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

substitute for your own inspection. Some dealers provide 

limited warranties, and most sell extended warranties. 

Watch out for dealer warranties that are “power train” 

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

warranties. It is best to compare warranties that are 

available from other sources.

Some dealers sell “certified” cars. This generally means 

that the cars have had a more thorough inspection and 

come with a limited warranty. Prices for certified cars are 

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

and what is covered under the warranty.

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

because you are dealing with an institution, which means 

you are better protected by law. Purchasing a car from 

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

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

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

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

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

unlikely to provide a written warranty.

FINANCING

Most car buyers today need some form of financing to 

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

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

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

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

a buyer and a vehicle dealership enter into a contract to 

purchase a vehicle, the buyer uses the loan proceeds from 

the direct lender to pay the dealership for the vehicle. 

Another common form is dealership financing, which offers 

convenience, financing options, and sometimes special, 

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

a financing decision, it is important to do your research:

•	 Decide in advance how much you can afford to spend

and stick to your limit.

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

before applying for a loan.

•	 Check buying guides to identify price ranges and best

available deals.

More information about vehicle financing, deciding what 

you can afford, and consumer protections is available 

at www.consumer.ftc.gov/articles/0056-understandingvehicle-financing. If you need to file a complaint about your 

auto loan, visit www.consumerfinance.gov.

LEASING

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

Monthly payments for a lease may be lower than loan 

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

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

advice in addition to the general suggestions for buying a 

car (p. 8):

•	 To help you compare leasing versus owning, the

Consumer Leasing Act requires leasing companies to 

give you information on monthly payments and other 

charges. 

•	 Shop around to compare lease offers from multiple

dealers.

•	 Find out what the down payment, or capitalized cost

reduction, is for the lease. Consumers with better credit 

scores qualify for the low down payments and rates that 

are advertised in commercials.

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

include down payment. A lease with a higher down 

CARS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 11

payment and low monthly payments may be a better deal 

for you.

•	 Consider using an independent agentratherthan the

dealer; you might find a better deal. Most financial

institutions that offer auto financing also offer leasing 

options.

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

you regard as normal wear and tear could be billed as 

significant damage at the end of your lease.

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

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

of 10 to 25 cents for each additional mile.

•	 Check the manufacturer’s warranty; it should coverthe

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 caris involved in an accident.

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

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

charged for “missing” equipment later.

You can get more information about auto leases from the 

website www.consumerfinance.gov/askcfpb.

RECALLS, “LEMON” LAWS, AND SECRET 

WARRANTIES

Sometimes a manufacturer makes a design or production 

mistake on a motor vehicle. A technical service bulletin 

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

Because these free repairs are not publicized, they are called 

“secret warranties.” The National Highway Traffic Safety 

Administration maintains a database of technical service 

bulletins filed by manufacturers.

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

check whether the manufacturer has recalled your vehicle. 

You can find information about technical service bulletins, 

recalls, and other safety defects in NHTSA’s database 

at www-odi.nhtsa.dot.gov/recalls/recallsearch.cfm or 

call DOT’s Vehicle Safety Hotline at 1-800-424-9393. You 

should report hazards that are not listed to your dealer, the 

manufacturer of the vehicle (p. 63), and NHTSA at wwwodi.nhtsa.dot.gov/ivoq. If a safety-related defect exists, the 

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

has expired. 

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

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

have laws concerning “lemons” that require a refund or 

replacement if a problem is not fixed within a reasonable 

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

have not been able to use your vehicle for a certain number 

of days. Contact your state or local consumer protection 

office (p. 107) to learn whether you have such protections 

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

you believe your car is a “lemon”:

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

it in for repairs.

•	 Get and keep copies of the repair orders listing the

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

shop.

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

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

for the auto manufacturer (p. 63). 

The Center for Auto Safety (p. 105) gathers information and 

complaints concerning safety defects, recalls, technical 

service bulletins, and state “lemon” laws. 

RENTING

Before renting a car:

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

There may be an airport surcharge or fees for dropoff, insurance, fuel, mileage, taxes, additional-drivers, 

underage-drivers (younger than 25), and equipment 

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

drip pricing on page 2.

•	 Ask whether the rental company checks the driving

records of customers when they arrive at the counter. 

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

reservation.

•	 Check in advance to be sure you are not duplicating

insurance coverage. If you decline coverage, make sure 

to get it in writing to prevent surprise charges. If you are 

traveling on business, your employer may have insurance 

that covers accidental damage to the vehicle. You might 

also have coverage through your personal auto insurance 

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

use to reserve the rental.

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

mistakenly charged for services you did not request, such 

as GPS or equipment rental insurance.

•	 Carefully inspect the vehicle and its tires before renting

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

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

car together to verify that you did not damage it.

•	 Check refueling policies and charges. Some rental

companies, particularly at airports, may require you to 

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

receipt when you return the car.

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

holds on the funds in your checking account. See “Credit 

Card Blocking” on page 47. 

•	 Ask the rental company whether a deposit is required

or if a block is placed on your credit card. If so, ask for 

a clear explanation of the deposit refund policies and 

procedures. 

For more information about renting a car and the insurance 

options, visit www.insureuonline.org/consumer_auto_car_

rental_insurance.htm.

CARS

CARS
12 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Some state have laws to address your rights with shortterm car and truck rentals. Contact your state or local 

consumer protection office (p. 107) for information or to file 

a complaint.

REPAIRS

Whenever you take a car to the repair shop:

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

independent consumer-rating organization should be 

able to help you. Look for shops that display various 

certifications that are current. You should also check 

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

protection office (p. 107) or the Better Business Bureau 

(p. 65). 

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

problem.

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

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

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

diagnosed on the spot, insist that the shop contact you 

for authorization once it has found the problem.

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

•	 Follow the warranty instructions if a repair is covered

under warranty.

•	 Get all repair warranties in writing.

•	 Keep copies of all paperwork.

Some states, cities, and counties have special laws that 

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

state, contact your state or local consumer protection office 

(p. 107). A consumer guide to auto repair is available at 

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

CAR REPOSSESSIONS 

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

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

other way violate the contract. You should also be aware 

that the lender: 

•	 Can repossess with cause without advance notice

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

repossessed vehicle back

•	 Can sell the vehicle at auction

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

vehicle’s auction price and what you owe

•	 Cannot break into your home or physically threaten

someone while taking the vehicle

If you know you 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. 107) to find out whether 

your state gives you any additional rights.

CREDIT 

Like everything else you buy, it pays to comparison shop 

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

cards, home equity loans, and other banking products. The 

Equal Credit Opportunity Act protects you when dealing 

with anyone who regularly offers credit, including banks, 

finance companies, stores, credit card companies, and 

credit unions. When you apply for credit, a creditor may not:

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

religion.

•	 Ask about your marital status or your spouse—unless

you are applying for a joint account or relying on your 

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

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

Mexico, Texas, Washington, or Wisconsin).

•	 Ask about your plans to have or raise children.

•	 Refuse to consider public assistance income or regularly

received alimony or child support.

•	 Refuse to consider income because of your sex or marital

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

benefits.

You have the right to: 

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

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

combined last name.

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

necessary.

•	 Keep your own accounts after you change your name

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

evidence that you are unable or unwilling to pay.

•	 Know why a credit application is rejected—the creditor

must give you the specific reasons or tell you where and 

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

determine its rejection, if you ask within 60 days.

•	 Have accounts shared with your spouse reported in both

of your names.

•	 Know how much it will cost to borrow money.

CARS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 13

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

gov/articles/0347-your-equal-credit-opportunity-rights. 

Other sources of information include the HUD Housing 

Counseling Clearinghouse at 1-800-569-4287, the Consumer 

Financial Protection Bureau and the FTC. 

CREDIT CARDS

There are many types of credit cards with various features, 

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

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

use it for everyday purchases or larger purchases? Do you 

plan to pay your balance off each month?

 When you apply for a credit card, consider:

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

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

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

the finance charge on your balance each billing period.

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

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

cardholder. 

• Rewards programs. Can you earn points for flights, 

hotel stays, and gift certificates to your favorite retailers? 

Use 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 

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

subtracts your payment from your beginning balance. 

This method usually has the lowest finance charges. 

Check whether there is a minimum finance charge.

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

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

Some credit card companies also charge a monthly fee. 

Be careful: sometimes companies may also try to upsell 

by offering other services such as credit protection, 

insurance, or debt coverage. Visit www.federalreserve.

gov/creditcard/fees.html for more information. 

The Fair Credit and Charge Card Disclosure Act requires 

credit and charge card issuers to include this information 

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

There are many websites available to help you compare 

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

credit cards, and calculators.

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

visit www.federalreserve.gov/creditcard.

The Consumer Financial Protection Bureau (CFPB) 

provides useful information for consumers on selecting 

a credit card appropriate for their needs. See “How 

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

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

Complaints

To complain about a problem with your credit card company, 

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

it with the CFPB (p. 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.

To complain about a credit bureau, contact the CFPB;

for complaints about a department store that offers 

credit, or other Federal Deposit Insurance Corporation 

(FDIC)-insured financial institution, write to the agency’s 

Consumer Response Center (p. 103). You may also file a 

complaint with the FTC at www.consumer.ftc.gov. 

Credit Card Billing Disputes 

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

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

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

receive.

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

statement date of the bill with the disputed charge. 

•	 Include your name and account number, the date

and amount of the disputed charge, and a complete 

explanation of why you are disputing the charge. To 

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

with a return receipt requested.

CREDIT

CREDIT

LOST AND STOLEN CREDIT CARDS

Immediately call the card issuer when you suspect a credit 

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

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

unauthorized charges. In any event, your maximum liability 

under federal law is $50 per card.

Retailers are permitted to charge or surcharge on your 

credit card purchases, up to 3%, of your total purchase. 

If a retailer charges a surcharge, it must be clearly 

disclose this in the store and on your receipt. 

These checkout fees may also come in the form of a 

discount to consumers that pay with cash. Retailers in 

CA, CO, CT, FL, KS, MA, ME, NY, OK, and TX are not 

permitted to charge credit card surcharges.

Retailers are also allowed to set a $10 minimum 

purchase amount for credit card purchases. However, 

they cannot charge fees or set minimum purchase 

amounts on debit card purchases. For more 

information on credit card surcharges, visit 

www.knowyourcard.org.

 BEWARE: CREDIT CARD SURCHARGES
14 www.USA.gov To contact an organization, use the directory beginning on page 62. 

•	 The creditor or card issuer must acknowledge your letter

in writing within 30 days of receiving it and conduct an 

investigation within 90 days of receiving your letter. You 

do not have to pay the amount in dispute during the 

investigation.

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

and remove any fees. 

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

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

finance charges.

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

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

the creditor.

CREDIT REPORTS AND SCORES

A credit report contains information on where you work 

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

been sued or arrested or have filed for bankruptcy. Credit 

reporting agencies (CRAs) gather this information and sell 

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

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

major credit bureaus: 

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

To place a fraud alert on your credit report, call 

1-888-766-0008. 

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

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

fraud alert 1-800-680-7289. 

The CFPB (p. 93) is responsible for overseeing the credit 

reporting agencies and receive complaints about them.

FICO 

The information in your credit report is used to calculate 

your FICO score, a number generally between 300 and 850. 

The acronym stands for Fair, Isaac and Company. The 

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

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

a loan, rent an apartment, or lower your insurance rate. 

Your FICO score is available from www.myfico.com for a 

fee. Free credit reports do not contain your credit score, 

although you can purchase it when you request your free 

annual credit report through www.annualcreditreport.com.

Tips for Building a Better Credit Score

•	 Pay your bills on time. Delinquent payments and

collections negatively affect your score.

•	 Keep balances low on credit cards and other “revolving

credit.” High outstanding debt lowers your score.

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

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

probably will not raise your score.

•	 Pay off debt instead of moving it around.

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

history. Time is your ally in improving credit. There is no 

“quick fix” for a bad credit score, so be suspicious of any 

deals that offer you a fast, easy solution.

Negative Information in Your Credit Report

Negative information concerning your use of credit can 

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

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

unpaid tax liens indefinitely. Information about a lawsuit or 

an unpaid judgment against you can be reported for seven 

years or until the statute of limitations runs out, whichever 

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

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

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

address, and telephone number of the CRA that provided 

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

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

company denies you credit based on the report. 

If there is inaccurate or incomplete information in your 

credit report:

•	 Contact the CRA and the company that provided the

information.

•	 Tell the CRA in writing what information you believe is

inaccurate. Keep a copy of all correspondence.

Under the FCRA, the information provider is required 

CREDIT CARDS DENIED IN ERROR

When your credit card issuer suspects fraudulent activity 

on your credit card, it triggers a red flag to deny the charge. 

In general, that is a great protection. But if it is you making 

the purchase and not a thief, it can be frustrating. Some 

purchase patterns that could cause your purchase to be 

denied include:

•	 A purchase for a small dollar amount, followed by a large

purchase amount. Credit card thieves sometimes make a 

small dollar “test purchase” followed by a big ticket item, 

so this raises a red flag. 

•	 Multiple purchases back-to-back in a short span of time.

•	 Making purchases in a new city, in a different part of town,

or in stores where you do not normally shop.

While inconvenient, remember these protections are in place 

to keep you from being a victim of fraud. Take these steps to 

prevent or deal with a credit card purchase being denied by 

mistake:

•	 Inform your credit card company if you will be using your

card out of town (especially internationally).

•	 Update your billing address if you move, so that the

company recognizes the new pattern of purchases as the 

new normal.

•	 Make sure the company has your cell phone number so

that the company has a way to contact you faster to verify 

or authorize a purchase.

• Contact your credit company immediately if your purchase

is denied.

CREDIT
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 15

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

information is found to be incorrect, the FCRA requires 

that company to notify all nationwide CRAs to correct your 

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

your statement concerning the dispute be included in your 

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

CRA reports the negative item. 

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

a personal debt repayment plan will improve your credit 

history. Credit repair companies advertise that they can 

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

Credit Repair Organizations Act, credit repair companies 

cannot require you to pay until they have completed 

promised services. They must also give you:

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

and Federal Law” before you sign a contract

•	 A written contract that spells out your rights and

obligations

•	 Three days to cancel without paying any fees

Some credit repair companies promise to help you 

establish a whole new credit identity. You can be charged 

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

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

false statements on a loan or credit application, to give 

a false Social Security number, or to obtain an Employer 

Identification Number from the Internal Revenue Service 

under false pretenses. If you have lost money to a credit 

repair scam, contact your state or local consumer affairs 

office (p. 107).

DEALING WITH DEBT 

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

work on your own. First, develop a realistic budget so you 

can see your income and expenses in one place and look 

for ways to save money. For help in creating a budget, visit 

www.mymoney.gov or www.consumer.gov/articles/1002-

making-budget#!what-it-is. Also, contact your creditors 

and inform them that you are having difficulty making 

payments; they may be able to modify your payment plan.

Debt Collection

The Fair Debt Collection Practices Act applies to those 

who collect debts owed to creditors for personal, family, 

and household expenditures. These debts include car 

loans, mortgages, charge accounts, and money owed for 

medical bills. A debt collector is someone hired to collect 

money you owe. 

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

collector must send you a written notice that tells you the 

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

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

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

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

the creditor in writing and send a copy to the collection 

agency with a letter telling it not to contact you. 

A debt collector may not:

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

am or after 9 pm, unless you agree.

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

employer disapproves.

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

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

to take a specific action.

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

except to find out where you live and work.

•	 Harass you with repeated telephone calls, profane

language, or threats to harm you.

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

•	 Threaten to have money deducted from your paycheck

or to sue you, unless the collection agency or creditor 

intends to do so and it is legal.

To file a complaint about a debt collection company, 

contact the FTC (p. 103) and your state or local consumer 

protection agency (p. 107).

Credit Counseling Services

Counseling services are available to help people budget 

money and pay bills. Credit unions, extension offices, 

military family service centers, and religious organizations 

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

counseling. 

Some local nonprofit agencies provide educational 

programs on money management and can help you 

develop debt payment plans. Make certain that the agency 

is accredited by the Council on Accreditation (COA) 

or the International Organization for Standardization 

(ISO). The counselor should also be certified by the 

Association of Independent Consumer Credit Counseling 

Agencies (AICCCA) or the National Foundation for Credit 

Counseling (NFCC).

CREDIT

CREDIT

ORDER YOUR FREE CREDIT REPORTS

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

of the three major credit reporting agencies—Equifax, 

Experian, and TransUnion. You may want to request your 

credit reports one at a time, every four months, so you can 

monitor your credit throughout the year without having to 

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

will charge you a fee to obtain your report.) To order your 

free report, you must go through www.annualcreditreport.

com or call 1-877-322-8228. Also, find out about getting 

free copies of specialty consumer reports (p. 38).
16 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Typically, a counseling service will negotiate lower 

payments with your creditors, and then make the payments 

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

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

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

•	 What services do you offer? Look for an organization

that offers budget counseling and money management 

classes as well as debt-management planning. 

•	 Do you offer free information? Avoid organizations that

charge for information or make you provide a lot of details 

about your problem first.

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

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

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

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

reports on your accounts?

•	 Can they get creditors to lower or eliminate interest and

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

this.

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

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

you because you cannot afford to pay, go somewhere 

else for help.

•	 Will the counselor help you prevent future debt

problems? Getting a plan for avoiding future debt is as 

important as solving the immediate debt problem.

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

writing before you pay any money.

•	 Are your counselors accredited or certified? Legitimate

credit counseling firms are affiliated with the NFCC (p. 

138) or the Association of Independent Consumer Credit 

Counseling Agencies (p. 136). 

Check with your local consumer protection agency (p. 107) 

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

complaints have been filed about the counseling service 

you are considering.

If you have concerns about approved credit counseling 

agencies or credit counseling providers, please contact the 

U.S. Trustee Program at www.justice.gov/ust or call 202-

514-4100.

Personal Bankruptcy

Bankruptcy generally is considered the debt management 

option of last resort because the results are long-lasting 

and far-reaching. The Bankruptcy Abuse and Prevention 

Act of 2005 established more stringent rules for consumers 

and attorneys. 

The filing process may be difficult for debtors:

•	 Debtors must file documents, including itemized

statements of monthly net income, proof of income 

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

preceding year (four years for Chapter 13 bankruptcies).

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

an approved credit counseling provider, visit www.justice.

gov/ust.

•	 Debtors face increased filing fees, plus fees for credit

counseling/education.

•	 The bankruptcy petition and process are complicated,

so it is very difficult to file without an attorney. However, 

attorneys are more apprehensive about filing bankruptcy 

because of sanctions. 

The filing process for lawyers:

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

attorney has performed reasonable investigation into 

circumstances giving rise to the petition.

•	 Attorneys must carefully review documents such as tax

returns and pay stubs and ask clients for credit reports.

LOANS

There are different types of loans. Some are secured 

loans, where you pledge collateral. Collateral is an item 

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

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

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

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

unsecured loans, do not use property as collateral. Lenders 

consider these as more risky than secured loans, so they 

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

unsecured loans, although some consumers have secured 

credit cards. Two very common secured loans are home 

equity and installment loans.

Home Equity Loans

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

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

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

bills, and home repairs. Consider carefully before taking out 

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

time, you could lose your home.

Home equity loans can be either a revolving line of credit or 

a lump sum. Revolving credit lets you withdraw funds when 

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

for a particular purpose, such as remodeling or tuition. 

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

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

by finance companies.

See Housing (p. 26) for helpful information about buying, 

leasing, renting, or repairing a home.

Installment Loans

Installment loans are loans that are repaid over time with 

a set number of scheduled payments; the most common

installment loans are home or car loans. Before you sign 

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

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

terms and conditions, including: 

•	 The dollar amount you are borrowing.

•	 The payment amounts and when they are due.

CREDIT
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 17

•	 The total finance charge, including all interest and fees

you must pay to get the loan.

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

term of the loan.

•	 Penalties for late payments.

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

•	 Penalties if you pay the loan back early.

The Truth in Lending Act requires lenders to give you this 

information so you can compare different offers. 

EDUCATION

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

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

for and funding education beyond high school with details 

on federal aid programs. Another source of information 

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

calculators to help you determine how much school will 

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

will need.

There are steps you can take as you plan for college 

expenses. Check the Department of Education’s graphic 

that shows how to apply for financial aid and college at 

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

PAYING FOR COLLEGE 101

Many state governments have created 529 Plans that make it 

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

plans, which can be sponsored by states or institutions 

of higher learning, encourage saving for future college 

costs, and the earnings grow tax-free. There are two 

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

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

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

at the future (higher) cost once your child is in college. 

College savings plans allow you to invest money in several 

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

child’s college education. For more information about the 

different types of 529 Plans and the plans available in each 

state, visit www.collegesavings.org.

Financial Aid

Student financial aid is available from a variety of sources, 

including the federal government, individual states, 

colleges and universities, and other public and private 

agencies and organizations. The four basic types of college 

aid are:

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

generally awarded according to financial need.

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

is a federally funded source of financial assistance used 

to offset financial education costs. Students who qualify 

earn money by working while attending school. This 

money does not have to be repaid.

•	 Loans. Funds are borrowed and must be repaid with 

interest. As a general rule, federal student loans have 

more favorable terms and lower interest rates than 

traditional consumer loans do.

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

community organizations, private institutions, and trusts. 

Scholarships do not have to be repaid and are generally 

awarded based on specific criteria.

Applying for Aid

You must complete and submit a Free Application for 

Federal Student Aid (FAFSASM) to apply for federal student 

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

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

EDUCATION

EDUCATION

COLLEGE ACCREDITATION

Accreditation ensures that education provided by 

institutions of higher education meets acceptable levels 

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

publish a list of nationally recognized accrediting agencies 

that it determines to be reliable authorities on the quality of 

education or training provided by the institutions of higher 

education and the higher education programs they accredit. 

You can access the list at www.ope.ed.gov/accreditation.

FEDERAL STUDENT AID

•	 You can order many helpful publications at

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

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

website, www.studentaid.ed.gov.

•	 The National Association of Student Financial Aid

Administrators provides advice, tips, and information on 

financing your education at www.nasfaa.org.
18 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Education Tax Benefits

The federal government allows you to receive tax credits, 

deductions, and savings plans that can help with your 

expenses for higher education. The tax credits can reduce 

the amount of income tax you have to pay, while deductions 

reduce the amount of your income that is taxable. Visit 

www.irs.gov/uac/Tax-Benefits-for-Education:-InformationCenter for information on specific types of credits and 

deductions. 

Federal Student Aid Information Center

The Federal Student Aid Information Center (FSAIC) can 

answer your federal student financial aid questions and can 

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

FSAIC automated response system to find out whether your 

FAFSASM has been processed and to request a copy of your 

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

see page 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. 

Both programs offer generous benefits, but the rules may 

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

For more information on these programs as well as other 

repayment options: 

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

studentaid.ed.gov/repay-loans

•	 National Association of Student Financial Aid

Administrators: www.nasfaa.org

Comparing Student Loans

The Consumer Financial Protection Bureau (CFPB) has 

a Know Before You Owe Student Loan website, www.

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

you compare financial aid offers from multiple colleges. 

Defaulting on Student Loans

You can take steps to avoid defaulting on your student loan. 

Before you get the loan, determine how much money you 

need to borrow and only borrow that amount. When you get 

the loan, make certain that you understand the details such 

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

your student loan becomes due:

•	 Maintain accurate records of your loan, including the loan

agreement, interest rates, and account numbers.

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

•	 Make certain that the loan servicer has your current

contact and bank account information (if payments are 

withdrawn automatically).

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

student loan as scheduled. Your loan becomes delinquent 

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

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

The consequences of default can be severe, including: 

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

immediately due and payable.

•	 Your loan account is assigned to a collection agency.

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

damaging your credit rating. 

•	 Your federal and state taxes may be withheld through a

tax offset. This means that the Internal Revenue Service 

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

your defaulted student loan debt.

•	 Your employer can withhold money from your pay and

send the money to the government. This process is called 

wage garnishment.

If you are having difficulty making your payments, contact 

your loan servicer immediately. The servicer may be able to 

help by changing your repayment plan, switching the due 

date, getting a deferment or forbearance, or consolidating 

your student loans.

For information to help you avoid defaulting, visit 

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

Some companies offer to help you find scholarships, for a 

fee. If the company asks you for money up front, but does 

not deliver on its promises to find scholarships, it could be 

a scam. Red flags include:

•	 A “money-back guarantee.” Unscrupulous companies

attach conditions that make it impossible to get the 

refund. 

•	 “Secret scholarships.” Beware if a company claims to

have inside knowledge of scholarship resources.

•	 Companies that charge ongoing “monthly” or “weekly”

fees for their services.

Remember, you can get free scholarship information 

from a school counselor, the libary and the Department of 

Education (p. 94). 

Learn more about financial aid scams at 

www.studentaid.ed.gov/types/scams. If you have been 

the victim of a financial aid scam, report it to the Federal 

Trade Commission at www.ftc.gov/complaint.

EDUCATION

 BEWARE: SCHOLARSHIP AND FINANCIAL AID SCAMS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 19

EMPLOYMENT

Times have changed for job searching, and numerous 

websites are now available that post private industry jobs. 

Many companies also offer a way to apply online. However, 

these sites and new methods do not replace traditional 

and proven job-hunting approaches such as networking, 

personal contacts, business organizations, 

and interviewing.

EMPLOYMENT AGENCIES AND RECRUITERS

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

employment agencies or receive calls from recruiters that 

promise wonderful opportunities. While some companies 

honestly want to help you, others are more interested in 

taking your money. Be wary of:

•	 Promises to get you a job and a guaranteed income

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

you are dissatisfied

•	 Employment agencies whose ads read like job ads

•	 Promotions of “previously undisclosed” government

jobs. All federal jobs are announced to the public at 

www.usajobs.gov.

Get a copy of the employment agency contract and review 

it carefully before you pay any money. Check with your 

local consumer protection agency (p. 107) and the Better 

Business Bureau (p. 65) to see whether any complaints 

have been filed about a company. 

The Federal Trade Commission (p. 103) investigates 

businesses that fraudulently advertise employment 

openings and guarantee job placement. Contact the FTC if 

you have a complaint. 

WORK-AT-HOME COMPANIES 

Not all work-at-home opportunities deliver on their 

promises. Some classic work-at-home schemes are 

medical billing, envelope stuffing, and assembly or 

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

of America’s Fastest-Growing Industries. Earn thousands 

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

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

questions you might ask a promoter:

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

sponsor to list every step of the job.)

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

commission?

•	 Who will pay me?

•	 When will I get my first paycheck?

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

including supplies, equipment, and membership fees? 

What will I get for my money?

The answers to these questions may help you determine 

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

circumstances and whether it is legitimate.

Multilevel Marketing 

Some multilevel marketing plans are legitimate; however,

others are illegal pyramid schemes. In pyramids, 

commissions are based on the number of distributors 

recruited, rather than actual products that are sold. 

If you are thinking about joining what appears to be a 

legitimate multilevel marketing plan, take time to learn about 

the plan:

•	 What is the company’s track record?

•	 What products does it sell?

•	 Does it sell products to the public at large?

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

about its product?

•	 Is the product competitively priced?

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

•	 How much does it cost to join the plan?

•	 Are monthly minimum sales required to earn a

commission?

•	 Will you be required to recruit new distributors to earn

your commission?

EMPLOYMENT

EMPLOYMENT

PRE-EMPLOYMENT CREDIT CHECKS

Potential employers are not just reading your résumé;

they are also reviewing your credit history to find out:

•	 If you pay your bills on time.

•	 How much money you owe.

•	 If someone has sued you.

Potential employers must notify you and ask your 

permission before they request or use your credit 

report. 

Be proactive and get a copy of your report before you 

begin your job search so you will know beforehand what 

companies see and correct inaccuracies.

If a company decides not to hire you because of your 

credit report, it must tell you so, as well as your rights to 

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

of the report.
20 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Net-Based Business Opportunities

Many Internet business opportunities are scams that 

promise more than they can possibly deliver. These 

companies lure would-be entrepreneurs with false 

promises of big earnings for little effort. Some tips for 

finding a legitimate opportunity:

•	 Consider the promotion carefully.

•	 Study the business opportunity’s franchise disclosure

document. 

•	 Get earnings claims in writing and compare them with

the experience of previous franchise and business 

opportunity owners. 

•	 Visit previous franchise and business opportunity

owners in person, preferably at their places of business. 

•	 Check out the company with the local consumer

protection agency (p. 107) and Better Business Bureau (p. 

65) to see whether there have been any complaints. 

•	 If the business opportunity involves selling products from

well-known companies, verify the relationship with the 

legal department of the company whose merchandise you 

would promote. 

•	 Consult an attorney, accountant, or other business

advisor before you put any money down or sign any 

papers. 

•	 Take your time. Promoters of fraudulent business

opportunities are likely to use high-pressure sales 

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

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

decide.

Unemployment 

The government’s Unemployment Insurance Program 

provides benefits to eligible workers who become 

unemployed through no fault of their own and who meet 

other eligibility requirements. Each state administers 

its own program under federal guidelines. Eligibility 

requirements, benefit amounts, and length of benefits are 

determined by the states. For more information, 

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

index.htm. 

In addition, some states are extending unemployment 

benefits for eligible recipients for up to 13 additional weeks. 

Visit www.workforcesecurity.doleta.gov for the latest 

information regarding your state’s benefit programs. 

FOOD AND NUTRITION

Consumers have a wide variety of food choices available. 

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

your budget. 

HEALTHY FOOD CHOICES

To help you make healthy food choices, the federal 

government posts dietary guidelines at www.health.gov/

dietaryguidelines. Federal regulations also require many

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

labels. For more information about food labels, visit 

www.fda.gov/Food/ResourcesForYou/Consumers.

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. 97)

•	 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)

EMPLOYMENT

SUPPLEMENTAL NUTRITION ASSISTANCE 

PROGRAM (SNAP)

The Supplemental Nutrition Assistance Program (SNAP) 

helps low-income people buy the food they need to 

maintain good health. To receive these benefits, you must 

apply for benefits in your state. The availability of benefits 

may vary from state to state. You may qualify if you are: 

• Working forlow wages or working part time

• Unemployed

• Receiving welfare or other public assistance payments

• Elderly or disabled and low-income

• Homeless

Benefits are distributed on a prepaid electronic benefit 

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

stores. For more information about applying for benefits 

in your state, visit www.fns.usda.gov/snap/supplementalnutrition-assistance-program-snap.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 21

FOOD SAFETY

Food safety in the home revolves around three main 

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

practicing a few simple rules for cleaning, separating, 

cooking, and chilling, you can prevent most food-borne 

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

is your gateway to government food safety information, 

including publications you can download or request. You 

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

alerts and recalls.

For more information, here are some additional resources:

•	 Centers for Disease Control and Prevention (p. 96)

•	 FDA’s Food Information Hotline,

1-888-723-3366

•	 Partnership for Food Safety Education,

www.fightbac.org

•	 USDA Food Safety and Inspection Service,

www.fsis.usda.gov

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

SAVING MONEY ON GROCERIES

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

within your food budget. Here are some tips to help you get 

the most from your grocery budget:

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

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

you already have.

•	 Make a shopping list and stick to it.

•	 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. Remember 

that stores retain your purchase habits and use them for 

marketing purposes. See Protecting Your Privacy (p. 37) 

for more information.

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

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

waste. 

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

manufacturers have reduced the amount of food in the 

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

basically the same as a price increase.

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

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

deals. Fresh food spoils quickly, so do not buy more than 

you can eat or freeze. Find your local farmers market at 

search.ams.usda.gov/farmersmarkets.

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

plentiful, the prices tend to be lower.

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

do not bring their own bags.

ORGANIC FOODS

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

and protect the environment. These foods are grown and 

processed according to USDA regulations and follow 

specific rules concerning pest control, raising animals, and 

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

foods tend to be more expensive than conventionally grown 

foods, and that the USDA does 

not claim that organic food is 

safer or more nutritious than other 

foods.

To make sure a product is 

certified organic, look for the 

USDA organic seal. You can 

also tell whether produce was 

grown organically by checking 

the price look up code (PLU); if

the first number starts with a 4, then the food was grown 

conventionally, if it starts with a 9, it was grown organically. 

Other common labels that help you choose certain types of 

food products include: 

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

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

access to food, fresh water, and the outdoors.

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

products labeled as “natural” must be minimally processed 

and contain no artificial ingredients.

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

nutrients from grass throughout their life, while organic 

animals’ pasture diet may be supplemented with grain.

For more information about organic foods, visit 

www.ams.usda.gov.

FOOD AND NUTRITION

FOOD AND NUTRITION

FARMERS’ MARKETS ARE FOR EVERYONE

Your local farmers’ market is a great place to purchase 

fresh produce. FInd markets close to you at 

search.ams.usda.gov/farmersmarkets. 

States, U.S. territories, and some Indian tribal governments 

issue coupons to low-income seniors that they can 

exchange for food at farmers’ markets. Visit 

www.fns.usda.gov/sfmnp/overview to learn how to apply 

for this program in your state.

There is a similar program to help low-income mothers 

purchase fresh produce through the WIC Farmers’ Market 

Nutrition Program. Find the agency that administers your 

state’s program at 

www.fns.usda.gov/wic/Contacts/farm.htm.
22 www.USA.gov To contact an organization, use the directory beginning on page 62. 

GOING GREEN

“Going Green” means practicing an environmentally 

friendly and ecologically responsible lifestyle as well as 

making decisions to help protect the environment and 

sustain natural resources. There are lots of reasons to 

consider going green—too much trash, greenhouse gases, 

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

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

in a home from conventional incandescent light bulbs to 

compact fluorescent light (CFL) bulbs could save about $40 

over the life of the bulb. Other examples include:

•	 Turn your thermostat down two degrees in winter and up

two degrees in summer.

•	 Make sure your walls and ceilings are well insulated.

•	 Replace bathroom and kitchen faucets with low-flow

models.

For more ideas to help the environment and your wallet, 

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

BUYING GREEN

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

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

to help you navigate the complex world of green products. 

The EPA also has a number of eco-labeling partnership 

programs to help you identify greener, safer, and more 

efficient products. Look for these EPA program labels when 

buying:

•	 Energy Star—For energy-efficient electronics and 

appliances (www.energystar.gov)

•	 WaterSense—For water-efficient products 

(www.epa.gov/watersense)

•	 Design for the Environment (DfE)—For household 

cleaners and other products that have been determined 

to be safer for both your health and the environment 

(www.epa.gov/dfe)

•	 SmartWay Certified Vehicle—For cleaner, more fuel 

efficient cars and trucks 

(www.epa.gov/smartway)

You can also choose to buy organic or locally produced 

food and eco-friendly clothing. For more information 

about national standards covering organic food, go to the 

U.S. Department of Agriculture’s Agricultural Marketing 

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

national standards for organic clothing, but some fabrics to 

consider include organic cotton, bark cloth, bamboo, and 

organic wool. 

By making greener product choices, you are saving money 

on utilities and fuel, and protecting the public health and 

the environment.

REUSING AND RECYCLING

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

ways that respect and protect the environment: 

•	 Use fewer products and follow instructions for product

use. 

•	 Conserve energy, water, and materials.

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

plastic, or paper. 

•	 Dispose of products properly.

Many utility companies offer curbside recycling programs 

that provide U.S. households with a responsible and 

convenient way to recycle materials. To locate information 

on recycling services and efforts in your area, check with 

your local government.

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

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

solvents, require special handling. You can dispose of 

these products responsibly through your local household 

hazardous waste (HHW) collection facility or at your local 

government’s annual HHW collection day. Some items may 

be given to charitable organizations or even dropped off at 

electronics retailers. Contact the EPA (p. 102) to help you 

make the right decisions about the best way to dispose of 

potentially hazardous waste.

GOING GREEN

ENERGY STAR APPLIANCES

ENERGY STAR-qualified appliances use about 33% less 

energy than standard units. You 

can find the ENERGY STAR logo 

on TVs, clothes washers and 

dryers, water heaters, furnaces. 

and many other products.

Home electronics that have earned 

the ENERGY STAR rating deliver 

exceptional features while using 

less energy. Saving energy helps 

you save money on utility bills and helps to protect the 

environment by reducing greenhouse gas emissions to 

counter climate change. For more information, visit www.

energystar.gov.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 23

HEALTH CARE

There are plenty of resources available to help you make 

health care decisions. Be wary of websites sponsored by 

companies that are trying to sell you a particular treatment. 

It is better to contact reputable associations or visit sites 

run by government agencies and recognized organizations 

such as the Mayo Clinic or the American Medical 

Association (AMA). This information should complement, 

not replace, what you receive from a doctor. Here are some 

sites that are generally recognized as reliable information 

sources:

• HealthCare.gov (www.healthcare.gov) Learn about the 

Health Insurance Marketplace and apply online. 

•	 HealthFinder.gov (www.healthfinder.gov) provides 

information and tools to help you stay healthy.

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

diseases and much more.

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

websites suggested by librarians.

•	 MedlinePlus ® (www.medlineplus.gov) provides 

information on illnesses, diseases, and wellness issues. 

CHOOSING A DOCTOR

When searching for a primary care doctor, dentist, 

specialist, or other health care professional:

•	 Find out whether the health care professional is

licensed in your state. A state or local occupational and 

professional licensing board will be able to give you this 

information.

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

•	 Ask how often the health care professional has done the

procedure you need or has treated your condition. You 

may be able to find some of this information online. 

•	 Check whether there have been any complaints or

disciplinary actions taken against the provider you 

are researching. Visit www.docboard.org for more 

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

information. Visit www.healthfinder.gov and

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

providers.

•	 Find out what doctors participate in your health insurance

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

(radiologists, anesthesiologists) are also covered by your 

plan, to avoid surprise bills.

Consider these questions regarding your health care 

provider and his or her practice: 

•	 Does the doctor participate in your insurance plan?

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

does it have hours during times when you can make an 

appointment?

•	 Does the doctor have privileges to practice medicine at

the hospital you prefer? 

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

you communicate well with each other and that he or 

she listens to your concerns and explains diagnoses and 

benefits of new treatments and prescriptions clearly?

•	 What is the doctor’s appointment cancellation policy?

Will you have to pay for a cancelled appointment?

Filing a Complaint

If you have a complaint about the medical services you 

received from a physician, you may file a complaint with 

your state medical board. For a complete directory from the 

Federation of State Medical Boards, visit www.fsmb.org/

directory_smb.html. You can also call the Federation at 817-

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

board.

CHOOSING A HEALTH CARE FACILITY 

Online report cards can help you compare health care 

facilities. Compare doctors and health care facilities at 

www.healthgrades.com. In addition, www.usnews.com

rates hospitals based on information collected from 

Medicare records and other sources. The Affordable Care 

Act requires all hospitals to report performance publically.

When determining the best health care facility for you, 

consider these factors:

• Does the facility accept payment from your insurance

plan?

• Does your doctor have practice privileges to provide

treatment to patients at the facility?

• What is the quality of the facility?

• Does the facility specialize in services and procedures

that fit with your medical needs?

• Is the facility in an area you can travel to and from

easily? Find health care facilities in your area at 

findahealthcenter.hrsa.gov/Search_HCC.aspx.

Elder Care 

The need for services for seniors has become more 

important. The Eldercare Locator (www.eldercare.gov), 

a public service of the Administration for Community 

Living, U.S. Department of Health and Human Services, is 

a nationwide service that connects older Americans and 

HEALTH CARE

HEALTH CARE
24 www.USA.gov To contact an organization, use the directory beginning on page 62. 

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.

The Joint Commission accredits hospitals as well as 

nursing homes and other health care organizations. 

Specially trained investigators assess whether these 

organizations meet set standards. At www.qualitycheck.

org, you can check on a local facility, including how it 

compares with others. The Joint Commission also accepts 

consumer complaints. You can post a complaint on its 

website, www.jointcommission.org.

If you are looking for a nursing home or other assistedliving facility, these organizations can help:

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

Department of Health and Human Services, will help 

you compare the facilities in many states. Go to www.

medicare.gov/nhcompare/home.asp or call 

1-800-633-4227.

•	 Eldercare Locator (www.eldercare.gov) provides 

information and referral services for those seeking local 

and state support resources for the elderly (p. 96).

•	 LeadingAge’s (www.leadingage.org) Consumer Hub 

helps you locate nonprofit organizations that meet the 

needs of the elderly.

•	 The Assisted Living Federation of America

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

assisted-living facilities; call 703-894-1805.

•	 The Commission on Accreditation of Rehabilitation

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

qualifying facilities; call 1-888-281-6531 (p. 137).

PRESCRIPTION DRUGS 

Your pharmacist oversees an important part of your health 

care by providing the medications prescribed by other 

health care professionals. It is important that you are 

proactive and communicate honestly with your pharmacist. 

Make certain that your pharmacy has your current health 

and prescription insurance on record so you get the best 

price possible. 

If you have difficulty paying for your medications, contact 

the manufacturer; some pharmaceutical companies

have patient assistance programs to help you afford your 

medication.

You may decide to replace a trip to the pharmacy with a 

visit to an online pharmacy. While there are legitimate 

online pharmacies, there are also some fraudulent ones 

that advertise prescription drugs for low prices. Beware: 

they can cause you more harm than good, by selling you 

medications that are counterfeit and do not treat your 

condition. 

Fraudulent online pharmacies can also hurt your wallet. 

They may not have security processes in place to protect 

your personal information (ex. credit card numbers and 

your home address), putting your privacy at risk. They 

may also charge you for medicines you never received. Be 

suspicious if an online pharmacy:

•	 allows you to buy medication without a prescription from

your doctor.

HEALTH CARE

Scam artists see changes in health insurance rules as an 

opportunity to take advantage of consumers. This could 

not only impact your wallet but also your health care 

coverage. Take these steps to protect yourself from frauds:

• Don’t pay anyone to help you navigate the Health

Insurance Marketplace. There are official navigators that 

can help you get to the plan that suits you best, but they 

will not charge a fee or try to sell you a particular plan. 

• Don’t give personal information to someone you don’t

know who calls you, claiming to be from the government 

or Medicare. 

• Know the important dates: the open enrollment period

for 2014 ran from Oct 1, 2013- March 31, 2014. If you signed 

up before or after those dates, it likely was a fraud. The 

proposed open enrollment for 2015 runs from Nov. 15, 

2014- Jan. 15, 2015.

• Ask questions if anything is unclear. Double check

information that is confusing. 

If you suspect fraud, file a complaint with your local police 

deparment and with the FTC at www.ftc.gov/complaint. 

Also, contact the Health Insurance Marketplace at 1-800-

318-2158 so your situation can be handled. For more 

information about health insurance related scams, read 

this resource from the FTC: www.consumer.ftc.gov/

articles/pdf-0120-suspect-a-health-care-scam.pdf.

 BEWARE: HEALTH INSURANCE SCAMS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 25

•	 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.

You can check FDA’s 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 Food and Drug 

Administration at www.fda.gov/Safety/ReportaProblem/

ucm059315.htm.

MEDICARE PRESCRIPTION DRUG COVERAGE

Medicare offers prescription drug coverage to help senior 

citizens and others who need medical assistance get the 

prescription drugs they need, under Part D of the program 

(or Part C if you are enrolled in the Medicare Advantage 

Plan). Everyone with Medicare can join a drug plan to get 

this coverage. Not all Medicare drug plans are the same, 

however. If you are not sure whether a drug plan is approved 

by Medicare, call 1-800-633-4227. Look for the “Medicare 

Approved” seal on drug discount cards to make sure you 

are getting the best deal. 

Medicare prescription drug coverage pays expenses up to 

$2,850; once your prescription costs exceeds that amount,

you will no longer have coverage and will be responsible 

for the full cost of your drugs. However, once your out-ofpocket spending reaches $4,550, your prescription coverage 

will kick back in. Any amount of prescription drug spending 

between $2,850 and $4,550 is called the coverage gap or 

Medicare “donut hole.” In 2014, if you reach the coverage 

gap, you will automatically get a 52.5% discount on covered 

brand-name drugs and a 28% discount on generic drugs. 

If you have limited income and resources, you may get 

extra help to cover prescription drugs for little or no cost. 

For more information, contact the Centers for Medicare & 

Medicaid Services (p. 96). 

For more information about Medicare, go to www.medicare.

gov.

ADVANCE MEDICAL DIRECTIVES 

We all face the possibility that we may become 

incapacitated sometime during our lifetime. This often 

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

of a temporary condition. Many people assume their 

spouses or children will automatically be allowed to make 

financial and/or medical decisions for them, but this is not 

necessarily true. 

Advance directives are written documents that tell your 

doctors what kind of treatment you want if you become 

unable to make medical decisions (for example, if you are 

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

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

you live when you write advance directives. It is also a 

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

requires hospitals, nursing homes, and other institutions 

that receive Medicare or Medicaid funds to provide written 

information regarding advance medical directives to all 

patients upon admission.

A living will is one type of advance directive that goes into 

effect when a person is terminally ill. A living will does 

not give you the opportunity to select someone to make 

decisions for you, but it does allow you to specify the kind of 

treatment you want in specific situations. For example, you 

might choose to specify that you do not want to be treated 

with antibiotics if death is imminent. You can, if you choose, 

include an advance directive that you do not wish to be 

resuscitated if your heart stops or if you stop breathing. 

In this case, a Do Not Resuscitate (DNR) order would be 

entered on your medical chart.

Naming a Durable Power of Attorney 

for Health Care 

A durable power of attorney for health care (sometimes 

called a durable medical power of attorney) specifies the 

person you have chosen to make medical decisions for you. 

MEDICAL IDENTITY THEFT

Medical identity theft can occur when someone steals 

your personal information number to obtain medical care, 

buy medication, or submit fake claims to your insurer or 

Medicare in your name. To prevent medical identity theft, 

you can:

•	 Guard your Social Security, Medicare, and health

insurance identification numbers. Only give your 

number to your physician or other approved health care 

providers.

•	 Review your explanation of benefits or Medicare

Summary Notice to make sure that the claims match the 

services you received. Report questionable charges to 

your health insurance provider or Medicare.

•	 Request and carefully review a copy of your medical

records for inaccuracies and conditions that you don’t 

have.

If you believe you have been a victim of medical identity 

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

www.ftccomplaintassistant.gov and your health insurance 

company’s fraud department. If you suspect that you have 

been the victim of Medicare fraud, contact the 

U.S. Department of Health and Human Services’ Inspector 

General at 1-800-447-8477 or by email at HHSTips@oig.

hhs.gov.

For more information about Medicare fraud, visit 

www.stopmedicarefraud.gov.

HEALTH CARE

HEALTH CARE
26 www.USA.gov To contact an organization, use the directory beginning on page 62. 

It is activated when you are unconscious, or unable to make 

medical decisions. You need to choose someone who 

meets the legal requirements in your state for acting as your 

agent. State laws vary, but most states disqualify anyone 

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

of your health care provider.

The person you choose as your agent must:

•	 Be willing to speak and advocate on your behalf	

•	 Be willing to deal with conflict among friends and family

members, if it arises

•	 Know you well and understand your wishes

•	 Be willing to talk with you about these issues

•	 Be someone you trust with your life

HOUSING

When choosing among housing options, there are many 

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

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

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

Housing and Urban Development (HUD) funds housing 

counseling agencies throughout the country to help you 

make these decisions. These organizations can give you 

advice on buying a home, renting, defaults, foreclosures, 

credit issues, and reverse mortgages. To contact the 

agency nearest you, call 1-800-569-4287 or visit www.

hud.gov. Homeowners with problems that could result in 

default on their mortgage or foreclosure on their property 

are encouraged to immediately contact a HUD-approved 

housing counseling agency.

If you believe you are being discriminated against 

during your housing search because of your race, color, 

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

contact HUD’s Office of Fair Housing and Equal 

Opportunity (p. 98).

BUYING A HOME

Buying a home is one of the most complex financial 

decisions you will ever make. In addition to the financial and

legal issues involved, real estate agents and lenders may 

not be acting in your best interest.

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

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

the seller. 

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

homes in a neighborhood will help you avoid paying too 

much.

•	 Have the property inspected. Use a licensed home

inspector to inspect the property carefully before you 

agree to buy it.

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

ongoing homeowners association or condo fees. 

Mortgages

When shopping for a home mortgage, make sure you 

obtain all of the relevant information:

•	 Research current interest rates. Check the real estate

section of your local newspaper, use the Internet, or call 

several lenders for information. 

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

mortgages. You may be able to save thousands of dollars 

in interest charges by getting the shortest-term mortgage 

you can afford.

•	 Ask for details on the same loan amount, loan term, and

type of loan from multiple lenders so you can compare 

the information. Be sure to get the APR, which takes into 

account not only the interest rate, but also points, broker 

fees, and other credit charges expressed as a yearly rate.

•	 Ask whether the rate is fixed or adjustable. The interest

rate on adjustable-rate mortgages (ARMs) can vary a 

great deal over the lifetime of the mortgage. An increase 

of several percentage points might raise payments by 

hundreds of dollars per month.

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

rate and loan payment can change.

•	 Find out how much of a down payment is required. Some

lenders require 20% of the home’s purchase price as a 

down payment. But many lenders now offer loans that 

require less. In these cases, you may be required to 

purchase private mortgage insurance (PMI) to protect the 

lender if you fall behind on payments.

HEALTH CARE

MORTGAGE REFINANCING

Refinancing your mortgage can help you save money. 

Some factors that make it a good idea, include:

•	 a decrease in interestrates.

•	 a change in the length of your mortgage.

•	 a change in the type of mortgage (fixed vs adjustable).

For an overview, review the Federal Reserve’s publication 

www.federalreserve.gov/pubs/refinancings/default.htm.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 27

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

will be. How much will the monthly mortgage payment be 

when the PMI premium is added, and how long you will 

be required to carry PMI?

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

there is a penalty for doing so.

There is a long list of sources for mortgage loans: 

mortgage banks, mortgage brokers, banks, thrifts and 

credit unions, home builders, real estate agencies, and 

Internet lenders. 

For more information on home buying and mortgages, visit 

www.hud.gov. Other good sources include the Mortgage 

Bankers Association at www.homeloanlearningcenter.com

and NeighborWorks America’s home ownership website at 

www.keystomyhome.org.

Mortgage Transfers

Mortgage companies must notify you when your loan is 

sold to another company. The rules ensure that you know 

who owns your loan, which is important information if you 

have questions or payment disputes or want to discuss 

loan modifications. Under these rules, the company that 

takes over your loan must send you a notice within 30 days 

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

that “services” or handles your loan might not change, and 

you might continue to send your mortgage payments to the 

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

a separate notice. 

For more information about servicing companies, visit 

the CFPB’s overview at www.consumerfinance.gov/

askcfpb/215/what-happens-if-my-servicer-changes-whatdo-i-do.html.

HOUSING

HOUSING

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

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

consider:

TYPE OF MORTGAGE PROS CONS

Adjustable-rate (ARM) 

or variable-rate mortgage

Usually offers a lower initial rate of interest than 

fixed-rate loans. 

After an initial period, rates fluctuate over 

the life of the loan. When interest rates 

rise, generally so do your loan payments.

Balloon mortgage Usually a fixed-rate loan with relatively low 

payments for a fixed period.

After an initial period, the entire balance 

of the loan is due immediately. This type of 

loan may be risky for some borrowers. 

Federal Housing 

Administration (FHA) 

loans

Allows buyers who may not qualify for a home 

loan to obtain one with a low down payment. 

The size of your loan may be limited. 

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

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

If interest rates fall, you could be stuck 

paying a higher rate.

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

monthly payments for a fixed term. 

After an initial period, the balance 

of the loan is due. This could mean 

higher payments, paying a lump sum, or 

refinancing. 

Reverse mortgage Allows seniors to convert equity in their homes 

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

interest as long as you live in the house. 

Subject to aggressive lending practices 

and false advertising promises, particularly 

by lenders that prey on seniors. Check to 

make sure the loan is Federally insured. 

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.

Beware of companies that pressure you into buying a 

certified copy of your title or deed. You do not have to 

use a private company to obtain a certified copy of the 

deed to your home. In many states you can obtain this 

document from your local Registrar of Deeds for free 

or at a low cost. Some companies may even state that 

they are endorsed by the government. Don’t believe it;

the government does not endorse any company selling 

these products.

 BEWARE: TITLE AND DEED SCAMS
28 www.USA.gov To contact an organization, use the directory beginning on page 62. 

AVOIDING FORECLOSURE

If you miss your mortgage payments, foreclosure may 

occur. This is the legal means your lender can use to 

repossess your home. If you owe more than your property 

is worth, a deficiency judgment is pursued. A deficiency 

judgement would require you to pay the difference 

between the amount you owe and your home’s value. Both 

foreclosures and deficiency judgments have a negative 

impact on your credit history. 

These steps can help:

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

problems making your payments, call or write to your 

lender’s Loss Mitigation Department immediately. 

Explain your situation. Be prepared to provide financial 

information, such as your monthly income and expenses. 

Without this information, the lender may not be able to 

help you.

•	 Stay in your home for now; you may not qualify for

assistance if you abandon your property. 

•	 Contact a HUD-approved housing counselor.

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

housing counseling agency nearest you. These agencies 

are valuable resources. 

• 	Contact Making Home Affordable for help. Call

1-888-995-4673, or 1-877-304-9709 for hearing-impaired 

homeowners, to talk to a HUD-approved credit counselor 

who will guide you through your options for free.

HUD counselors frequently have information on services 

and programs offered by government agencies as well 

as private and community organizations that could help 

you. The housing counseling agency may also offer credit 

counseling. These services are usually free of charge.

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

Housing and Urban Development (p. 98).

Additional advice, resources, and tips for homeowners 

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

Homeowners/Renters Insurance (p. 32).

MOVING COMPANIES

Not all moving companies are the same. Although many are 

legitimate, some attempt to take advantage of their clients. 

Follow these guidelines to help you choose the right mover: 

Get a written estimate from several movers. Be wary of 

very low estimates. Some companies quote a low price to 

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

remove your belongings from their truck.

Make sure the mover has an operating license.

For moves from one state to another, visit 

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

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

consumer affairs agency (p. 107).

Make sure the mover has insurance. If furniture is 

damaged during the move, the mover’s insurance should 

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

coverage. For more information about the levels of mover’s 

insurance coverage, visit 

www.protectyourmove.gov/consumer/awareness/

valuation/valuation-insurance.htm.

Check the mover’s record. Contact your state or 

local consumer protection agency (p. 107) or the Better 

Business Bureau (p. 65) to see whether there is a history of 

complaints.

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

file a complaint with the Federal Motor Carrier Safety 

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

fmcsa.dot.gov.

HOME IMPROVEMENT AND REPAIRS 

Home improvements and repairs can cost thousands of 

dollars and are the subject of frequent complaints. 

When selecting a contractor:

•	 Get recommendations and references. Talk to friends,

family, and others who have used the contractor for 

similar work.

•	 Get at least three written estimates. Insist the contractors

come to your home to evaluate what needs to be done. 

Be sure the estimates are based on the same work so you 

can make meaningful comparisons.

•	 Check contractor complaint records with your state or

local consumer protection agency (p. 107) or the Better 

Business Bureau (p. 65).

• 	Make sure the contractor meets licensing and registration

requirements. Your state or local consumer protection 

agency (p. 107) can help you determine the necessary 

requirements.

•	 Get the names of suppliers and ask them whether the

contractor makes timely payments.

•	 Contact your local building inspection department to

check for permit and inspection requirements. Be wary if 

the contractor asks you to get the permit; it could mean

the firm is not licensed.

•	 Be sure your contractor is insured. The contractor should

have personal liability, property damage, and workers’ 

compensation insurance for workers and subcontractors. 

Also check with your insurance company to find out 

HOUSING

Beware of offers targeting homeowners who are 

struggling to make mortgage payments. Contact 

www.makinghomeaffordable.gov for help refinancing 

your mortgage. This program also includes the Home 

Affordable Foreclosure Alternatives Program for 

Homeowners who are interested in a short sale or 

deed - in lieu of foreclosure. If you need help with 

your mortgage or need to file a complaint about a 

foreclosure rescue scam, contact Making Home 

Affordable at 1-888-995-4673.

 BEWARE: FORECLOSURE RESCUE SCAMS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 29

whether you are covered for any injury or damage that 

might occur.

•	 Insist on a written contract that states exactly what work

will be done, the quality of materials that will be used, 

warranties, timetables, the names of any subcontractors, 

the total price of the job, and the schedule of payments.

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

limiting the amount of down payment required.

•	 Understand your payment options. Compare the cost of

getting your own loan versus contractor financing.

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

until you are satisfied with the work and know that 

subcontractors and suppliers have been paid. Some state 

laws allow unpaid subcontractors and suppliers to put a 

lien on your home for bills the contractor failed to pay.

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

to withhold payment to the credit card company until 

problems are corrected (p. 13).

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). Of course, you would be liable for 

any benefit already received. State laws may also provide 

some protection. And remember, if you finance home 

improvements with a home equity loan (p. 16) and do not 

make your payments, you could lose your home.

RENTING/LEASING

A lease is an agreement that outlines the obligations of 

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

legally binding document that courts will generally uphold 

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

the exact terms of the lease agreement before you sign it. 

Before agreeing to lease an apartment to you, a landlord 

may review your credit report, so you may want to get a copy 

before you start your apartment search. Some things to 

look for in a lease:

•	 Clauses that allow the landlord to change the terms of the

lease after it is signed.

•	 Requirements/responsibilities of the tenants to do

routine repairs such as lawn maintenance, cleaning, or 

notification about needed repairs.

•	 Restrictions that would prevent you from living normally

or comfortably in the home.

•	 Terms of the lease and any important dates such as when

the rent is due or garbage pickup days.

•	 Extra fees for parking spaces or storage, garbage

collection, and pets. 

•	 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).

Read the lease carefully and discuss anything you do not 

understand or any issues you might have. All landlord 

responsibilities should be stated clearly. Always get a copy 

of the signed lease to keep in your records. Any clause or 

terms in the agreement affects ALL parties who sign.

Check with the Better Business Bureau (p. 65) or your local 

consumer protection office (p. 107) to determine if your 

prospective landlord has any existing complaints from 

previous tenants.

The Fair Housing Act protects tenants who lease or rent 

property. If you think your rights have been violated, you 

may write a letter to or call the HUD office nearest you 

(p. 98). You have one year after the alleged violation to 

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

possible.

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

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

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

housing at www.hud.gov. HUD (p. 98) offers several 

housing assistance programs for tenants and landlords 

as well as information on rights of residents and displaced 

tenants. 

The best way to win over a prospective landlord is to be 

prepared by:

•	 Bringing a completed rental application with you; written

references from previous landlords, employers, friends, 

and colleagues; and a current copy of your credit report

and rental history report (see “Specialty Consumer 

Reports” box, page 38).

•	 Carefully review the lease before you sign.

•	 Get all promises in writing.

•	 Know your rights to live in a habitable rental unit—and

don’t give them up.

•	 Keep communication open with your landlord.

•	 Purchase renters insurance to cover your valuables. See

more information under Homeowners/Renters Insurance 

(p. 32).

HOUSING

HOUSING

GET YOUR FREE RENTAL HISTORY REPORT

Are you thinking about moving to a new apartment? Be 

sure to order a free copy of your tenant history report. 

Your new landlord will use one to help determine if they 

will rent a home to you. Find out how in the “Get Your Free 

Specialty Consumer Report” box on p. 38.
30 www.USA.gov To contact an organization, use the directory beginning on page 62. 

•	 Make sure the security deposit refund procedures are

spelled out in your lease or rental agreement.

INSURANCE

General sources of insurance information include the 

American Council of Life Insurers (p. 136), the Insurance 

Information Institute (p. 137), the National Association 

of Insurance Commissioners (p. 138), and your state 

insurance department (p. 124). You can also visit 

www.insure.com. 

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

or other), you should:

•	 Find out whether your state insurance department (p. 124)

offers any information concerning insurance companies 

and rates. 

•	 Check several sources for the best deal. Try getting

quotes online, but be aware that many online services 

may provide prices for just a few companies. An 

independent insurance agent who works with several 

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

•	 Make sure the insurance company is licensed and

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

claims in case the company defaults. Your state 

insurance department (p. 124) can provide this 

information.

•	 Check the financial stability and soundness of the

insurance company. Ratings from A.M. Best 

(www.ambest.com), Standard & Poor’s 

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

Service (www.moodys.com) are available online and at 

most public libraries.

•	 Research the complaint record of the company. Contact

your state insurance department (p. 124), or visit the 

website of the National Association of Insurance 

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

complaints filed with state regulators.

•	 Find out what others think about the company’s customer

service. Consumers can rate homeowner insurance 

companies at www.jdpower.com/insurance.

•	 Once you pay your first insurance premium, make sure

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

forwarded your premium to the insurance company. If you 

do not receive a policy within 60 days, contact your agent 

and the insurance company.

If you suspect fraud, call the National Insurance Crime 

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

check out www.insurancefraud.org.

AUTO INSURANCE

Auto insurance requirements vary from state to state. 

Check with your state insurance regulator (p. 124) to learn 

more about individual requirements as well as insurers you 

may be considering for your policy. 

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

quotes from insurance companies; it may save you

hundreds of dollars a year. Other ways to reduce your 

insurance premium include:

•	 Raise your deductible on collision and comprehensive

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

this coverage altogether.

•	 Take advantage of discounts. You may be eligible for a

discount based on the number of miles you drive; your

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

student; your driving record (no moving vehicle violations

or accidents in three years); or if you have taken a safedriving course. You might also be able to get discounts 

if you insure more than one vehicle, insure your vehicle 

and your home with the same company, have anti-theft 

devices, or have safety features such as air bags or antilock brake system.

You can also find valuable information about car ownership 

in Cars (p. 8), as well as information about insurance for 

rental cars (p. 11).

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. 

HOUSING

GET A COPY OF YOUR INSURANCE REPORTS

Are you thinking about purchasing a new homeowner’s 

or auto insurance policy? Be sure to order a free copy of 

your insurance claim reports that your insurer will use to 

determine if they will sell you a policy. Find out how in the 

“Get Your Free Specialty Consumer Report” box (p. 38).
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 31

When purchasing disability insurance, ask:

• How is disability defined? Some policies consider you 

disabled if you are unable to perform the duties of any 

job. Better plans pay benefits if you are unable to do the 

usual duties of your own occupation. 

• When do benefits begin? Most plans have a waiting 

period after an illness before payments begin.

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

payments are usually available until you reach age 65, 

though shorter or longer terms are also available.

• What dollar amount is promised? Can benefits be 

reduced by Social Security disability and workers’ 

compensation payments? Are the benefits adjusted 

for inflation? Will the policy provider continue making 

contributions to your pension plan so you have retirement 

benefits when the disability coverage ends? 

For more information on disability insurance, visit 

www.iii.org.

HEALTH INSURANCE

Affordable Care Act 

The Affordable Care Act (ACA) put comprehensive health 

insurance reforms in place, beginning in 2010. The law is 

intended to lower health care costs, provide more health 

care choices, and enhance the quality of health care for all 

Americans. Major provisions affecting consumers include:

•	 Coverage for seniors who hit the Medicare Prescription

Drug “donut hole,” (p. 25) including a rebate for those 

who reach the gap in drug coverage.

•	 Expanded coverage for young adults, allowing them to

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

•	 Providing access to insurance for uninsured Americans

with pre-existing conditions. 

•	 Expanded preventive care (for example, wellness

visits and mammograms) to Medicare and Medicaid 

participants.

•	 Medical coverage to children not eligible for care under

Medicaid. 

For more information about the law as well as basic 

information about health insurance, go to www.hhs.gov/

healthcare/facts/index.html. 

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. 102). 

If you have lost your group coverage from an employer 

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

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

coverage temporarily under the Consolidated Omnibus 

Budget Reconciliation Act (COBRA). You, not the 

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

occur, you must be given at least 60 days to decide whether 

you wish to purchase the coverage.

Medicare and Medicaid

There are also health insurance programs for people who 

are seniors, disabled, or have low incomes.

• Medicaid provides health insurance for people with low 

incomes, children, and pregnant women. Eligibility is 

determined by your state.

• Medicare provides health insurance for people who are 

65 years or older, some younger people with disabilities, 

and those with kidney failure. 

Contact the Centers for Medicare & Medicaid Services 

(p. 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 provider. A PPO gives you a list of providers 

you can choose from.

WARNING: If you go outside the HMO or PPO 

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

all of the cost.

When choosing among different health care plans, you will 

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

as:

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

pharmacy I choose?

•	 Are specialists such as eye doctors and dentists

covered?

INSURANCE

INSURANCE

HEALTHCARE.GOV 

Healthcare.gov is your best source for information about 

the Health Care Insurance Marketplace. You can learn 

how the Marketplace works, who can apply for insurance, 

how to get insurance, how to lower your costs, and more. 

When you are ready to apply and enroll in a health plan, 

Healthcare.gov is the place for that too.
32 www.USA.gov To contact an organization, use the directory beginning on page 62. 

•	 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/RENTERS INSURANCE

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

homeowners insurance by shopping around. You can also 

save money by following these tips:

•	 Consider a higher deductible. Increasing your deductible

by just a few hundred dollars can make a big difference in 

your premiums.

•	 Ask your insurance agent about discounts. You may

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

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

alarm system, storm shutters, or fire-retardant roofing 

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

customers may also be offered discounts. 

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

disaster, the land is still there. If you do not subtract the 

value of the land when deciding how much homeowners 

insurance to buy, you will pay more than you should.

•	 Make certain you purchase enough coverage to replace

what is insured. “Replacement” coverage gives you the 

money to rebuild your home and replace its contents. 

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

difference between your property’s worth at the time of 

loss minus depreciation for age and wear.

•	 Ask about any special coverage you might need. You may

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

antiques, musical instruments, stamp collections, etc. 

•	 Remember that flood and earthquake damage are not

covered by a standard homeowners policy. The cost of a 

separate earthquake policy will depend on the likelihood 

of earthquakes in your area. Homeowners who live in 

areas prone to flooding should take advantage of the 

National Flood Insurance Program (p. 98). 

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

insurance on your personal belongings. Purchase a 

separate policy for renters.

LIFE INSURANCE

Your need for life insurance will change over the course 

of your life. For example, events such as buying a home, 

marriage, or the arrival of children usually trigger a sharp 

increase in the amount you will need. As children grow 

older and leave the nest, you will probably need less 

protection. You should also consider your life insurance 

policies as you are planning for retirement (p. 36).

Term life insurance policies are the least costly. They pay 

death benefits but have no cash value if you decide to stop 

making payments. As the word “term” suggests, these 

policies are in effect for a specific period—one year or until 

you reach a certain age are common. 

Whole life, universal life, and other cash value policies 

combine a long-term savings and investment product with 

life insurance. Canceling these policies after only a few 

years can more than double your life insurance costs. 

If you have misplaced a life insurance policy, your state’s 

insurance commission may be able to help you locate it. 

Or you can search for it at www.policylocator.org. If the 

insurance company knows that an insured person has died, 

but cannot locate the beneficiaries, the company must turn 

the benefits over to the state’s unclaimed property office 

PROTECT YOUR PROPERTY IN STORAGE

Storage units are a common way to store items that you do 

not have room for or use infrequently. Take these steps to 

protect your possessions from theft and damage:

•	 Get insurance. Contact your insurance provider to find 

out whether or not the contents of your storage unit 

are covered under your homeowner’s policy. If so, ask if 

there is a monetary limit for the coverage. Is the coverage 

for the depreciated cash value or the replacement value? 

The storage company may also offer insurance policies.

•	 Maintain an inventory. Use an online home inventory 

system, such as the Insurance Information Institute’s 

“Know Your Stuff” tool (www.knowyourstuff.org), to 

keep track of the items in your storage unit. 

•	 Be selective. Avoid keeping documents with your 

personal information (social security numbers, 

birthdates) that can be stolen and used by ID thieves. 

Keep important documents in a place with more 

controlled access.

INSURANCE
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 33

at www.unclaimed.org. Check with that office if you believe 

that you are due a benefit.

You can avoid losing your life insurance policy by alerting 

the policy beneficiaries and filing a copy with your will.

LONG-TERM CARE INSURANCE

Medical advances have resulted in greater need for nursing 

home care and assisted-living. Most health insurance plans 

and Medicare severely limit or exclude long-term care. You 

should consider these costs as you plan for your retirement 

(p. 36).

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. 

OTHER INSURANCE 

• Catastrophic Health Care Insurance. A health plan 

that only covers certain types of expensive care, like 

hospitalizations.

• Dental and Vision Insurance. Some companies that 

offer health insurance plans may also allow employees to 

purchase separate dental and vision plans, which are not 

part of most standard health plans.

• Identity Theft Insurance. This type of insurance 

provides reimbursement to crime victims for the cost of 

restoring their identity and repairing credit reports. This 

insurance may be part of your homeowner’s insurance 

policy or as a stand-alone policy. 

• International Health Care Insurance. A policy that 

provides health coverage no matter where you are in the 

world. The policy term is flexible, so you can purchase it 

only for the time you will be out of the country.

• Liability Insurance. Insurance for what the policyholder 

is legally obligated to pay because of bodily injury or 

property damage caused to another person.

• Travel Insurance. There are four kinds of travel 

insurance: Travel Cancellation Insurance, Baggage 

or Personal Effects Coverage, Emergency Medical 

Coverage, and Accidental Death. To learn more, a helpful 

website is www.insuremytrip.com. See page 47 for 

additional insight on travel concerns and problems.

• Umbrella Insurance. A policy that supplements the 

insurance you already have for home, auto, and other 

personal property. Umbrella insurance can help cover 

costs that exceed the limits of other policies.

Contact your current insurance provider or state insurance 

commission for more information on these insurance 

policies.

INVESTING

If you have a financial goal in mind, such as saving for 

retirement, paying for college, or buying a new house, then 

you may decide to invest your money to earn enough to 

fund your goals. Before you invest, do some homework. 

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

in? Stocks? Bonds? Mutual funds? Do you want to open an 

IRA or buy an annuity? Does your employer offer a 401(k)? 

Remember, every investment involves some degree of risk. 

Most securities are not insured by the federal government if 

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

a bank or credit union that offers federally insured savings 

accounts. Make sure you have answers to all of these 

questions before you invest:

• How quickly can you get your money back? Stocks, 

bonds, and shares in mutual funds usually can be sold 

at any time, but there is no guarantee you will get back all 

the money you paid for them. Other investments, such 

as limited partnerships, certificates of deposit (CDs), or 

IRAs, often restrict your ability to cash out your holdings.

INVESTING

INVESTING
34 www.USA.gov To contact an organization, use the directory beginning on page 62. 

• 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. Taxdeferred investments for special goals, such as paying for 

college and retirement, are available that let you postpone 

or even avoid paying income taxes.

For more information about investing, check out the 

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

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

www.investor.gov/Saving-and-Investing. The SEC 

requires public companies to disclose financial and other 

information to help you make sound decisions. View 

INVESTING

TYPE OF INVESTMENT WHAT IS IT? RISK LEVEL

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

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

corporate or government debt obligations.

Low risk.

Commodities Physical commodities, such as an agricultural product or a 

natural resource (like gold). A futures contract is an agreement to 

purchase or sell a commodity for delivery in the future.

High risk.

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

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

performance of the designated stock or bond index. 

Risk level depends on 

which index the fund 

uses. A bond index 

fund involves a lower 

risk level than an index 

fund of emerging 

markets overseas.

Market-linked CDs 

(or structured CDs)

Returns are linked to the future performance of a market index 

and may include stocks, bonds, foreign currency, or other assets. 

These are designed for long-term commitment (up to 20 years).

Medium to high risk.

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

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

certificate of deposit (CD).

Low risk.

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

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

Risk levels vary 

according to the 

holdings in the mutual 

fund.

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

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

Contributions are not tax-deductible.

Risk levels vary 

according to the 

holdings in the IRA

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

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

Medium to high risk.

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

advantages for savings for retirement. Investments may include 

a variety of securities. Contributions may be tax-deductible;

earnings are not taxed until distributed.

Risk levels vary 

according to the 

holdings in the IRA
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 35

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 www.finra.org/

marketdata.

The following companies rate the financial condition of 

corporations and municipalities issuing bonds. Their 

ratings are available online and at many public libraries:

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

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

For ratings of mutual funds, consult personal finance 

magazines.

ONLINE TRADING

Stocks can be bought and sold with a mouse click from a 

wide range of online brokers, often with low transaction 

fees. However, the value of some stocks can instantly go 

from high to low. Online trading is quick and easy, but 

online investing requires research and takes time. Before 

you trade, ask questions and learn how to limit losses in 

this fast-moving marketplace by:

•	 Knowing what you are buying.

•	 Understanding why you are buying or selling.

•	 Being aware of how quickly trading changes during fast

markets.

Like other purchases, you should set a price limit, to avoid 

buying or selling at prices higher or lower than you wanted. 

For more detailed information about online investing, visit 

www.investor.gov.

FINANCIAL BROKERS AND ADVISORS

A financial professional can have multiple titles and 

be authorized to provide multiple services, including 

investment, financial planning, and insurance products. 

Keep in mind that a professional title is not the same as 

a license. When researching a financial professional, 

find out what the titles and licenses mean, as well as the 

educational, work experience, and ethical requirements;

check FINRA’s Investment Professional tool at www.finra.

org/Investors/ToolsCalculators/ProfessionalDesignations

to understand the designations and the organizations that 

offer them. Remember, that the SEC, FINRA, and state 

regulators do not grant or endorse any professional titles. 

When selecting a broker or investment advisor, research 

the person’s education and professional history as well as 

the firm the person works for. Ask:

•	 Has the person worked with others who have

circumstances similar to yours? 

•	 Is the person licensed in your state? Your state securities

regulator (p. 128) lists individuals and firms that are 

registered in your state. Ask whether the regulatory office 

has any other background information. You can find out 

how to reach your state securities regulator by visiting 

www.nasaa.org.

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

received serious complaints from investors? Call your 

local state securities regulator or the SEC (p. 104). You 

can also check out www.finra.org/brokercheck to find 

licensing, employment, and disciplinary information.

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

commission that depends on the investments you make? 

Does the person get a bonus from his or her firm for 

selling you a particular product?

•	 What are the fees for setting up and servicing your

account?

INVESTING

INVESTING

Affinity frauds are investment scams that target specific 

groups, such as the elderly, religious or ethnic communities. 

The investment promoters involved in these scams often 

are (or pretend to be) members of the group. 

Affinity fraud usually involves either a fake investment or an 

investment where the scammer lies about the investment’s 

risk of loss, earnings or historical performance. Many 

affinity frauds are Ponzi or pyramid schemes. 

Take these steps to avoid being a victim of affinity fraud:

•	 Research the investment promoter’s professional

background (even if you know him or her), as well as the 

investment itself. Use independent information, not just 

brochures provided by the promoter.

•	 Check to see if this person is licensed and verify with the

SEC (p. 104) and your state’s securities regulator.

•	 Don’t make an investment based solely on the

recommendation of a member of an organization or 

group to which you belong.

•	 Beware of promises of spectacular profits or

“guaranteed” returns, with little risk. 

•	 Be skeptical if the details of the investment opportunity

are not in writing. 

•	 Don’t be pressured orrushed into buying an investment.

Contact the SEC (p. 104) or your state’s securities 

administrator (p. 128) if you have questions about 

investments or to file a complaint about investment fraud.

 BEWARE: AFFINITY FRAUD
36 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Additional organizations that could be helpful are:

•	 The Commodity Futures Trading Commission

(CFTC) provides consumer alerts and advisories. 

Visit www.cftc.gov/ConsumerProtection. The CFTC 

oversees the Reparations Program that resolves 

disputes between commodity customers and commodity 

professionals. You can institute “reparations” 

proceedings against commodity professionals registered 

with the CFTC if they violate the anti-fraud or other 

provisions of the Commodity Exchange Act. To ask a 

question, report information, or submit a complaint, 

contact the CFTC (p. 104).

•	 Both the North American Securities Administrators

Association and the National Futures Association 

(p. 138) can offer helpful information.

•	 FINRA (p. 137) provides a dispute resolution program

among investors, brokers, and brokerage firms.

•	 SaveAndInvest.org offers unbiased information and 

strategies to help you avoid investment fraud.

INVESTING IN GOLD AND COMMODITIES 

Some financial experts recommend buying precious metals 

as part of a balanced portfolio. Some suggest buying 

only a small amount because values can fluctuate; others

recommend larger investments.

There are a number of ways to invest in precious metals;

common ones include bullion, certificates, and coins. Most 

people depend on an investment advisor or company to 

help them choose. Make sure the person and company you 

choose is licensed with a government agency. If you are 

considering investing in coins, check the U.S. Mint website 

at www.usmint.gov. Before you purchase coins or coinrelated products, research the seller with a government 

agency, such as your state consumer protection office 

(p. 107)or the Federal Trade Commission (p. 103) or other 

sources such as the Better Business Bureau (p. 65).

Trading in commodity futures is different from investing. 

Commodity futures are an agreement to buy or sell a 

specific quantity of a variety of commodities such as 

precious metals, grains, or other natural resources. 

Trading commodity futures and options is a volatile, 

complex and risky venture that is rarely suitable for 

individual investors or “retail customers.” Before 

participating in the commodities market, check the 

registration status and background of the person and 

company at www.nfa.futures.org/basicnet. Anyone who 

trades or gives advice to the public about futures must be 

registered with the National Futures Association (p. 138). 

The CFTC also provides additional information about 

how to protect yourself before and during trading in the 

commodities and options markets at 

www.cftc.gov/ConsumerProtection.

RETIREMENT PLANNING

Part of smart investing is planning for retirement. The 

average American spends 20 years in retirement, but fewer 

than half of Americans calculate how much they need to 

save for their retirement years. Regardless of your age, it is 

never too early or too late to start. 

The three major components of a retirement portfolio are 

generally benefits from pensions, savings and investments, 

and Social Security. 

If you are still working and your employer offers a plan, find 

out how it works. If your employer has a 401(k) plan and 

offers to put some money in if you do (called a match), this 

should be the first place where you save. Make sure you 

understand how a job change might affect your employerbased retirement plan and what your options are for saving 

that money. If you switch jobs before you are fully vested, 

you may lose a significant amount of money invested. 

As you approach retirement, there are many factors to 

consider. Experts advise that you will need about 80% of 

your pre-retirement income in your retirement years. The 

exact amount, of course, depends on your individual needs. 

For example:

•	 At what age do you plan to retire?

•	 Will your spouse or partner retire when you do?

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

rent your home?

•	 Do you expect to work part time?

•	 Will you have the same medical insurance you had while

working? Will coverage change?

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

be costly? 

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

your plans. 

In addition to planning to maintain your lifestyle during 

retirement, you may need to purchase long-term health 

insurance (p. 33) or to pay for assisted-living services 

(p. 24). 

For more information go to: 

•	 AARP: www.aarp.org

•	 American Savings Education Council: www.asec.org

•	 Certified Financial Planner Board of Standards:

www.cfp.net

•	 Investopedia:

www.investopedia.com/university/retirement

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

•	 The Investor’s Clearinghouse:

www.investoreducation.org

•	 MyMoney.gov: www.mymoney.gov

•	 Securities and Exchange Commission:

www.sec.gov or www.investor.gov

•	 Social Security Administration:

www.socialsecurity.gov

INVESTING
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 37

PRIVACY AND IDENTITY THEFT

Identity thieves steal your personal information to commit 

fraud. They can damage your credit status and cost you 

time and money to restore your good name. You may not 

know that you are the victim of ID theft until you experience 

a financial consequence (mystery bills, credit collections, 

denied loans) down the road from actions that the thief 

has taken with your ID. To reduce your risk of becoming a 

victim, follow these tips:

• Don’t carry your Social Security card in your wallet 

or write your number on your checks. Only give out your 

social security number (SSN) when absolutely necessary.

• Protect your PIN. Never write a PIN on a credit/debit 

card or on a slip of paper kept in your wallet. 

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

to shield the keypad when typing your passwords on 

computers and at ATMs.

• Phone or mail solicitations. Be skeptical when 

salespersons call and ask for your name, birthdate, social 

security number, or bank account number.

• Collect mail promptly. Ask the post office to put your 

mail on hold when you are away from home for more than 

a day or two.

• Pay attention to your billing cycles. If bills or financial 

statements are late, contact the sender.

• Keep your receipts. Ask for carbons and incorrect 

charge slips as well. Promptly compare receipts 

with account statements. Watch for unauthorized 

transactions. 

• Tear up or shred unwanted receipts, credit offers, 

account statements, expired cards, etc., to prevent 

“dumpster divers” (p. 7) from getting your personal 

information.

• Store personal information in a safe place at home 

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

• Don’t respond to unsolicited requests for personal 

information in the mail, over the phone, or online.

• Install firewalls and virus-detection software on your 

home computer. 

• Create complex passwords that identity thieves cannot 

guess easily. 

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

frequently if you suspect someone has gained access to 

your account information. See Free Credit Reports 

(p. 15).

REPORTING IDENTITY THEFT

If you are a victim of identity theft, follow these steps:

• Report it to your financial institution. Call the phone 

number on your account statement or on the back of your 

credit or debit card. 

• Report the fraud to your local police. Keep a copy of 

the police report, which will make it easier to prove your 

case to creditors and retailers. 

• Contact the credit reporting bureaus (p. 14) and ask 

them to flag your account with a fraud alert, which asks 

merchants not to grant new credit without your approval. 

If your identity has been stolen, the Federal Trade 

Commission recommends that you create an ID theft 

report. This report will help you deal with the credit 

reporting agencies and companies that extended credit 

to the identity thief using your name. In order to file an ID 

theft report, first report the crime to the FTC and print a 

copy of the details. This detailed report is also called an 

ID theft affidavit. Then file the crime with your local police 

department; get a copy of that report. Together, your ID

theft affidavit and your police report make up your ID theft 

report. For more information about creating an ID theft 

report, visit www.consumer.ftc.gov/articles/0277-createidentity-theft-report. You can file your complaint with the 

FTC at www.ftccomplaintassistant.gov or by calling toll free 

1-877-438-4338.

PROTECTING YOUR PRIVACY

Today, it’s quick and easy to get a credit card approved, 

transfer money from one account to another, renew your 

driver’s license, fill a prescription from your doctor at your 

local pharmacy, use store loyalty cards, and purchase

PRIVACY AND IDENTITY THEFT

PRIVACY

PROTECT YOUR ACCOUNTS WITH TWO 

FACTOR AUTHENTICATION

Two factor authentication on websites is an easy and 

effective way to secure your online accounts. You still enter 

a username and password when logging in, but there is an 

additional step. The website will either send a text or call 

you with a unique, short single-use code that you will type 

in on the login page. You don’t have to remember or record 

this code or download any software. And even if a hacker 

steals your password, they will not be able to access your 

account without access to your phone to receive the text 

message or phone call with the code.
38 www.USA.gov To contact an organization, use the directory beginning on page 62. 

products online. But you pay for this convenience by 

providing more opportunities for your personal information 

to be changed, stolen, or reported inaccurately. Companies 

can also use the information you have shared to direct their 

future marketing efforts or sell the information to other 

companies. 

To help protect your privacy, follow these tips:

•	 Look for privacy statements on websites, sales materials,

and forms you fill out. If a website claims to follow a set 

of established voluntary standards, read the standards. 

Don’t assume it provides the level of privacy you want.

•	 Ask how your personal information will be stored and

used. 

•	 Only provide the purchase date, model/serial numbers,

and your contact information on warranty registration 

forms. 

•	 Discuss privacy with others in your home. Everyone,

even children, should understand what information is 

not appropriate to share on the phone, while using a 

computer, tablet, smart phone and in other situations.

Check with your state or local consumer agency (p. 107) to 

find out whether any state laws help protect your privacy. 

Some companies and industry groups have also adopted 

voluntary policies that address privacy concerns.

FINANCIAL PRIVACY

The FDIC (p. 103) and other federal regulators require 

banks, insurance companies, brokerage firms, and certain 

businesses that share financial information to inform you of 

their privacy policies. They must give you this information 

when you open an account and at least once every year. 

This includes:

•	 The kinds of information being collected.

•	 How the confidentiality and security of your information

will be protected.

•	 What types of businesses may be provided this

information.

If a business is going to share the information with anyone 

outside its corporate family, it must also give you the 

chance to “opt-out” or say no to information sharing. Even 

if you do not opt-out, your account numbers may not be 

shared with third parties for marketing purposes.

You cannot prevent certain types of information from being 

shared, including information needed to conduct normal 

business or protect against fraud, or information that is 

already publicly available. Also, a bank can share your 

information with a partner company to market products.

Your credit information has additional privacy protections 

under the Fair Credit Reporting Act. Only people with a 

legitimate business need can get a copy of your report. 

An employer can only get your report with your written 

consent. For more information on your rights under this 

federal law, and to find out how you can get a copy of your 

credit reports, see Credit Reports and Scores on page 14.

MEDICAL PRIVACY

Personal information you give to your doctor is shared 

with insurance companies, pharmacies, researchers, and 

employers based on specific regulations. The privacy of 

your health records is protected by federal law, specifically 

under the Health Insurance Portability and Accountability 

Act, also known as HIPAA. The Act:

•	 Defines your rights over your health information.

•	 Sets rules and limits on who is allowed to receive and/or

see your health information.

The Department of Health and Human Services, Office for 

Civil Rights (p. 95) is an excellent resource for complete 

details and advice about the HIPAA ruling. The Office for 

Civil Rights provides a listing of resources for consumers, 

providers, and advocates, along with fact sheets and other 

educational materials. 

PRIVACY AND IDENTITY THEFT

SPECIALTY CONSUMER REPORTS

Credit reports are not the only reports that you can get 

for free (see “Order Your Free Credit Reports”, p. 15). 

The same law that allows you to get a free credit report 

each year also allows you to get a copy of specialty 

consumer reports. Just like Equifax, Experian, and 

TransUnion collect your credit information, there are 

other companies that collect information about your 

medical, insurance, rental/tenant and alternative credit 

histories. Landlords, insurers and other companies buy 

these reports to help them decide whether or not they 

will offer their services to you.

Just like your credit reports, you have the right to a free 

annual report from each specialty consumer reporting 

agency. Since there is no centralized place to order these 

reports (like www.annualcreditreports.com for credit 

reports), you must contact each agency individually.

If you are planning to rent an apartment, ask the landlord 

for the name of the screening company that they use 

and request a copy of your report in advance. Similarly if 

you are getting a new insurance policy, you can contact 

the consumer reporting agencies that collect related 

information. If there is a mistake on your report, you have a 

right to correct it.

For a list of specialty consumer agencies, visit 

files.consumerfinance.gov/f/201207_cfpb_list_consumerreporting-agencies.pdf and www.privacyrights.org/fs/

fs6b-SpecReports.htm. If you need to file a complaint 

about a consumer reporting agency, contact the 

Consumer Financial Protection Bureau (p. 93) and the 

Federal Trade Commission (p. 103).
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 39

You can request a copy of your medical records from 

the provider or from the hospital where medical services 

were provided. You will probably be charged a fee to cover 

retrieving and mailing copies to you.

If you believe that a person, agency, or organization 

covered under the HIPAA Privacy Rule violated your health 

information privacy rights or committed another violation of 

the Privacy Rule, you may be able to file a written complaint 

with the Department of Health and Human Services, Office 

for Civil Rights (p. 95).

For more information on how the federal government 

protects your personal health information, visit the U.S. 

Department of Health and Human Services, Office for Civil 

Rights website at www.hhs.gov/ocr/privacy. 

ONLINE PRIVACY

In addition to following the general advice on protecting 

your privacy, make sure you only use websites with 

acceptable privacy policies.

•	 Look for a privacy policy statement or seal that indicates

the site abides by privacy standards. Take the time to read 

how your privacy is protected.

•	 Look for signals that you are using a secure web page. A

secure site encrypts or scrambles personal information 

so it cannot be intercepted easily. Signals include a 

screen notice that says you are on a secure site, a closed 

padlock or unbroken key in the bottom corner of your 

screen, or the first letters of the Internet address you are 

viewing change from “http” to “https.”

Another threat to your privacy is spyware, software that is 

secretly installed when you download screensavers, games, 

music, and other applications. Spyware sends information 

about your online activities to a third party, usually to target 

you with pop-up ads. Browsers and search engines, enable 

you to block pop-ups. You can also install anti-spyware 

software to stop this threat to your privacy. For more 

information, see Internet on page 40.

TELECOMMUNICATIONS

Choices for phone service, Internet, and television have 

never been greater. As devices have multiple functions, 

such as the ability to watch television shows on your 

computer or surf the Internet using your phone, your 

decisions about each of these services may overlap. Most 

consumers are now able to bundle phone, TV, and Internet 

service for a discount; however, buying a bundle of services

could make it more difficult to change providers for any 

one service if you are tied into a long-term contract. Before 

you buy, it is important to compare service providers and 

options to make sure you are getting what you want as well 

as the best deal possible to meet your needs.

TELECOMMUNICATIONS

TELECOMMUNICATIONS

SENIORS AND ID THEFT

Seniors are vulnerable to identity theft. Here are some 

common schemes that ID thieves use to steal the identity 

of seniors. 

Telemarketing. An ID thief may call, making fraudulent 

offers for products, benefits or medical services. The 

caller will require you to provide personal information, 

such as your social security number, birthday, or Medicare 

ID number.

Tax ID theft. Phony tax preparers steal your social 

security number and sell it to scammers. ID thieves may 

also read obituaries so that they can file a tax return in 

the deceased person’s name. This can be a problem for 

a surviving spouse, when he or she tries to file taxes later 

in the tax season. For more information contact the IRS’ 

Taxpayer Advocate Service at 1-877-275-8271 or visit 

www.irs.gov/uac/Taxpayer-Advocate-Service-6. 

Medical ID theft. In general, seniors have more contact 

with medical service providers that can take advantage 

of access to their insurance information to get medical 

services in your name or to issue fraudulent billing to you 

and your health insurer.

Nursing home and long-term care. Staff at these 

facilities have access to seniors’ personal information 

on file, as well as the potential misuse or theft of seniors’ 

finances (for example check books or bank statements in 

the senior’s room) . You can report this fraud to the 

long-term care ombudsman in your state at 

www.ltcombudsman.org/ombudsman.

Follow the steps listed in “Reporting Identity Theft” (p. 37) 

to report ID theft or report it to the U.S. Senate’s Special 

Committee on Aging’s Fraud Hotline at 1-855-303-9470 or at 

www.aging.senate.gov/fraud-hotline.
40 www.USA.gov To contact an organization, use the directory beginning on page 62. 

INTERNET

Choosing Service Providers

To connect your computer to the Internet, you will need an 

Internet Service Provider (ISP). Some companies limit their 

service to providing Internet access only. Others, such as a 

telephone or cable company, may offer Internet access as 

part of a larger package of services. 

Consider these factors when selecting a provider:

• Speed. If you only want to check email and read web 

pages, a dial-up connection may be enough. But if you 

want to download music or television shows or watch 

videos, you will need a faster connection with broadband 

access, such as a digital subscriber line (DSL), cable 

modem, or satellite.

• Availability. Which companies offer service in your 

area? 

• Wireless access. Can you get a wireless connection for 

other computers in your home?

• 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? 

• Support. What kinds of support are available—phone, 

email, chat, etc.? Is the support free?

• Special features. What services are provided for spam 

blocking, virus protection, instant messaging, and chat 

rooms?

• Terms of service. Is there a limit to the amount of data 

you can use per month? 

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

fees for renting a modem or set up? 

Wi-Fi (Wireless)

Going wireless provides you with the freedom to use 

your computer in multiple locations. However, with 

this increased freedom comes the danger of increased 

vulnerability. Wireless Internet requires that you have 

access to a wireless network via a wireless router. It is 

important that you secure your network so strangers 

(or neighbors) cannot use your network without your 

knowledge (also known as “piggybacking”). Also, 

computer hackers could use your network to access 

personal information you save on/or send from your 

computer. This is particularly important if you conduct 

financial transactions online. If you use the wireless (WiFi) network at bookstores, airports, coffee shops, or other 

public places, there are other precautions you should take 

to protect your privacy.

At home:

• Turn on encryption. When you buy a wireless router, 

it is important to turn on the encryption feature. This 

scrambles information that you send over the Internet so 

other people cannot access it. 

• Rename your router. Change the name from the 

manufacturer’s default name to something only you 

would know.

• Change the password. Routers come with a standard 

password. Create a new one with a mix of letters, 

numbers, and special characters. 

• Turn off your router when you are not using it.

• Be aware of cookies. Cookies are small text files 

that some websites place on your computer to collect 

information about the pages you view and your activities 

on the site. They also allow the site to recognize you when 

you return. For more information, visit www.ftc.gov/ftc/

cookies.shtm.

On public wireless networks:

• Don’t assume the network is secure. Most public 

wireless networks do not encrypt information you send. 

Avoid sending private information from public locations. 

Or, consider using a virtual private network (VPN) to 

secure information you send via public networks.

• Use encrypted websites. If you must send sensitive 

information from a public network, make certain that URL 

starts with “https” (“s” means secure). Look for that on 

every page you visit.

TELECOMMUNICATIONS

DO YOU REALLY OWN THOSE SONGS?

Today many consumers purchase music as digital 

downloads to play on digital music players or mobile 

devices. However, just because you buy the file, does not 

mean you actually own the song. A media service provider 

sells you a license to listen to your downloaded music, but 

that license may restrict your ability to lend, burn a copy, 

share, or transfer the contents to your music library. You 

may be able to use the songs on several devices; the rules

vary from provider to provider. Before you download or 

click “I Agree,” know your rights under the terms of service 

agreement. For more information about digital copyright, 

contact the United States Patent and Trademark Office (p. 94). 

PROTECTING CHILDREN ONLINE

The Children’s Online Privacy Protection Act (COPPA) 

requires websites and apps to obtain parental consent 

before collecting, using, or disclosing personal 

information submitted or uploaded by children under the 

age of 13. 

In 2013, the FTC updated the list of children’s personal 

information to include usernames, mobile device IDs, 

IP addresses, photos, videos or audio voice recordings 

of the child. It also restricts websites from collecting a 

child’s name, address, phone number, and email address. 

Visit www.onguardonline.gov/blog/if-theyre-app-y-and-youknow-itto find more ways to keep your children safe online.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 41

• Log off sites after you finish using them rather than 

using “remember me” features. 

For more information about wireless computing, visit www.

onguardonline.gov.

Online File Sharing

Every day, millions of computer users share files online. 

Whether music, games, video, or software, peer-to-peer 

(P2P) file sharing allows users to share all kinds of content. 

To share files, you download special software that connects 

your computer to an informal network of other computers 

running the same software. The software is often free and 

easy to access.

However, file sharing can have a number of risks. For 

example, when you are connected to file sharing programs, 

you unknowingly could allow others to copy private files you 

never intended to share. You could download material that 

is protected by copyright laws and find yourself with legal 

issues as a result; you could download a virus or facilitate

a security breach; or you could unwittingly download

pornography labeled as something else.

To secure the personal information stored on your 

computer, the FTC suggests that you:

•	 Be aware of spyware and use a good anti-spyware

program.

•	 Close your connection when you are not using it.

•	 Use an effective anti-virus program and update it

regularly. 

•	 Talk with your family about file sharing.

Visit www.onguardonline.gov for more information.

Online Copyright Issues

It is illegal to make or download unauthorized copies of 

software or online media, such as books, music, and 

videos. Whether you are casually making a few copies for 

friends, lending disks, distributing and/or downloading 

pirated software via the Internet, or buying a single 

software program and then installing it on many computers, 

you are committing a copyright infringement. It does not 

matter whether or not you make money doing it. If you or 

your company is caught copying software, you may be held 

liable under both civil and criminal law. If the copyright 

owner brings a civil action against you, the owner can 

seek to stop you from using its software immediately and 

can request monetary damages. The copyright owner can 

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

addition, the government can prosecute you criminally for 

copyright infringement. If convicted, you can be fined up to 

$250,000, sentenced to jail for up to five years, or both.

For more information, visit the Business Software Alliance, 

www.bsa.org/anti-piracy.

Preventing Online Fraud

The Internet gives you easy access to information, 

shopping, entertainment, financial offers, and countless 

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

you vulnerable to online scammers, identity thieves, and 

criminals. Online frauds are not limited to fake companies. 

Thieves will often try to disguise a fraudulent website by 

giving the site a URL close to the URL of a legitimate, wellknown site. Internet criminals try to trick customers of these 

legitimate sites into sharing their personal information on 

fake sites, so they can use that information for identity theft 

or credit card fraud schemes. Some scam artists have even 

used the names of government agencies in emails and fake 

online ads to collect consumers’ personal information. 

To guard against Internet fraud, follow these tips: 

•	 Know your seller. If you do not, do some research.

•	 Company websites often provide information in 

a section called “About Us.” Some online sellers 

participate in programs, such as BBBOnLine, that help 

resolve problems. Look for a logo or endorsement seal 

on the company website; this indication, however, is not a

guarantee of the seller’s reliability.

•	 Check with state and/or local consumer offices (p. 107).

• Reading comments from other consumers is another 

way to check the integrity of online sellers. Some Internet 

auction sites post ratings of sellers based on buyers’ 

comments. Beware of too many glowing stories the 

sellers themselves might have placed.

•	 Protect your personal information. Don’t provide it 

in response to an email, a pop-up, or a website you have 

linked to from an email or web page.

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

your account open or take advantage of a special offer. 

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

a firewall, and update them all regularly. Make sure your 

operating system and web browser are set up properly 

and update them regularly as well.

•	 Protect your passwords. Don’t share your passwords 

with anyone. Memorize them. 

•	 Don’t take the bait. Don’t reply to email messages 

that claim your credit card information or other personal 

information needs to be updated. 

•	 Back up important files. Copy them onto another 

computer or a removable hard drive such as a USB drive. 

Learn whom to contact if something goes wrong online. 

Report suspected fraud to your bank, credit card company, 

or relevant authority.

The website www.onguardonline.gov provides tips to help 

secure your computer, guard against Internet fraud, and 

protect your personal information. If you have been the 

victim of an online fraud, report it to the Internet Crime 

Complaint Center at www.ic3.gov. 

To keep up to date with the latest computer threats, sign up 

for alerts from the U.S. Department of Homeland Security 

at www.us-cert.gov.

TELECOMMUNICATIONS

TELECOMMUNICATIONS
42 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Spam 

Email spam is not just unwanted; it can be offensive.

Decrease the number of spam emails you receive by making 

it difficult for spammers to get and use your email address:

•	 Don’t use an obvious email address, such as JaneDoe@

isp.com. Instead use numbers or other digits, 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.

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

•	 Disable your email “preview pane.” This stops spam from

reporting to its sender that you have received it.

•	 Choose an ISP that filters email. If you get lots of spam,

your ISP may not be filtering effectively. 

•	 Use spam-blocking software. Web browser software

often includes free filtering options. You can also 

purchase special software that will accomplish this task. 

•	 Report spam. Alert your ISP that spam is slipping

through its filters. The FTC also wants to know about 

“unsolicited commercial email.” Forward spam to 

spam@uce.gov. For more information, visit 

www.onguardonline.gov/articles/0038-spam.

PHONES

The choices for phone service have never been greater. 

Most consumers are now able to buy local and longdistance phone service from their telephone company, 

cable or satellite TV provider, or ISP. Services such as voice 

mail, call waiting, caller ID, and wireless may be offered as 

a package deal or sold separately. Before you buy, compare 

services and prices and think about what you really need:

•	 Whom do you call most often?

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

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

•	 How important is it for you to have your phone with you

when you are away from home?

Find out how each company prices its services. Are there 

minimum use, time-of-day, or distance requirements; flat

monthly fees; or special plans? For example, wireless

service may be cheaper than regular local service if you 

do not make many calls. Make sure you are comparing 

prices on similar plans and features. Understand that many 

service providers offer contracts for specific periods. Read 

the fine print and ask questions if there is anything you are 

not clear about. 

The Federal Communications Commission (p. 102) offers 

consumer information about choosing a long-distance 

carrier, understanding new phone fees and taxes, and 

more at www.fcc.gov/consumers. The FCC also offers 

information to help you understand phone charges at 

transition.fcc.gov/cgb/consumerfacts/understanding.pdf.

Slamming and Cramming

“Slamming” occurs when a phone company illegally 

switches your phone service without your permission. If

TELECOMMUNICATIONS

EARLY UPGRADES: ARE THEY WORTH IT?

It seems that right after you get a new cell phone, a newer 

one with improved features comes out. Standard mobile 

service contracts allow you to upgrade your phone after 

two years. Several major carriers are offering a new type 

of contract that allows you to upgrade sooner. While the 

standard phone contracts require you to pay only a portion 

of the phone’s full cost (up to $250), these new plans may 

require you to pay the full cost of the phone ($600 or more). 

Before you sign up for these early upgrade plans, do your 

homework. Some questions you should ask include:

•	 Is there an upgrade fee?

•	 Does the upgrade fee include insurance?

•	 How soon after you sign your contract can you get an

upgrade?

•	 Are you required to pay a down payment? Is a down

payment required for each upgrade?

•	 Does your old phone have to work and be in good

physical condition (e.g. no cracked screen) to take 

advantage of the upgrade plan?

•	 How frequently can you upgrade (once ortwice a year)?

•	 How many months will you have to pay forthe full price

of the phone?

•	 Is the early upgrade option available with all of the

carrier’s plans or only select ones?

•	 What percentage of the phone’s full value are you

responsible for paying before you are eligible for an 

upgrade? After how many months?

Keep in mind that if you have an early upgrade plan and 

pay the entire phone’s price, you may still be required to 

return the phone to the provider on your next upgrade. 

Also, if you owe money for the phone, you may not be able 

to switch carriers until the balance is paid.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 43

you notice a different company name on your bill or see 

phone charges that are higher than normal, contact the 

company that slammed you and ask to be switched back to 

your original company. Tell the company you are exercising 

your right to refuse to pay charges, then report the problem 

to your original company and ask to be re-enrolled in your 

previous calling plan. 

“Cramming” occurs when companies add charges to your 

phone bill without your permission. These charges may be 

for services such as voice mail, ringtones, or subscriptions. 

You may not notice these monthly charges because they are 

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

charges. 

Take These Steps to Avoid Slammers and Crammers:

• Block changes to your phone service. Ask your 

telephone service provider if it offers a blocking or 

account protection service, which usually requires the 

company to notify you before making any changes to your 

service.

• Read the fine print on contest entry forms and coupons. 

You could be agreeing to switch your phone service or to 

buy optional services.

• Watch out for impostors. Companies could falsely 

claim to be your regular phone company and offer some 

type of discount plan or change in billing. They may also 

say they are taking a survey or they may pretend to be a 

government agency.

• Beware of “negative option notices.” You can be 

switched or signed up for optional services unless you 

say “NO” to telemarketers.

• Examine your telephone bill carefully, including pages 

that show the details, and look for suspicious charges.

Your phone service cannot be shut off for refusal to pay for 

unauthorized services. For help, contact your local or state 

consumer protection agency (p. 107), state public utilities 

commission (p. 132), or the FCC (p. 102).

Cell Phones

Before you sign a contract and choose a plan and a 

company that meets your needs, you should ask these 

types of questions:

Where can you make and receive calls? Most providers 

now offer a choice of local, regional, or national plans. A 

local plan offers low-cost options if most of your calls are 

near your home. Regional plans cover a larger geographic 

area—sometimes several states. If you call outside the 

area covered by these plans, you will pay long-distance and 

roaming charges in addition to the airtime used. National 

plans are the most expensive, but they let you use your 

phone anywhere in the country for a single per-minute 

price. 

How frequently will you use the phone? If you just 

want a phone for emergencies, an economy plan with a 

few minutes a month may be all you need. On the other 

hand, if your cell phone is your primary phone, a plan with 

the lowest airtime rate is a wiser choice. If you plan to use 

texting, pick a plan that will meet your needs and avoid 

surprises on your bills. Most services allow you to upgrade 

a plan without an added one-time charge.

TELECOMMUNICATIONS

LOST OR STOLEN CELL PHONES 

Mobile phones are a vital part of life. You may store 

passwords, account numbers, phone numbers, addresses 

all in this one device. If your phone is lost or stolen, your 

privacy, identity, and bank accounts could also be in 

jeopardy. 

Cell phone carriers and manufacturers have taken steps 

to protect you, in these situations. The carriers manage 

stolen phone databases, where they can record your 

phone’s unique ID number when you report it missing. 

This makes it impossible for your lost or stolen phone to 

be reactivated on their network (also called “bricking”). 

There are also apps available to help you locate your 

phone. Take steps to protect your phone’s content and 

your privacy:

• Set up a PIN or password to access your phone’s home

screen and settings.

• Export and backup your sensitive information onto an

external device, like a USB drive.

• Report yourlost or stolen phone to your cell phone

carrier and the police immediately. Keep your cell phone 

provider’s phone number in a separate place so that you 

can report your lost phone. Ask for written confirmation 

from your carrier to verify that you reported your phone 

missing.

• If you report your phone lost or stolen to your carrier, you

are responsible for all fees incurred before you report it, 

but no charges after you report it missing.

• Ask your carrierto remotely delete the content, contacts

and apps on your phone. 

Get more information on this topic from the FCC 

www.fcc.gov/guides/stolen-and-lost-wireless-devices.

TELECOMMUNICATIONS
44 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Is a family plan option available? You can share one 

cellular service plan and a pool of monthly usage minutes 

among several phone lines. The cost of the additional 

numbers per month is usually less than if you purchased 

individual accounts. 

Is there a trial period? There are “dead spots” where a cell 

phone does not work in certain calling areas. A trial period 

lets you test your service and try the features of the phone 

without incurring a termination fee.

Know your options. Make sure you are only buying the 

options or features you really need. 

What if you want to cancel your service? Most 

providers charge a penalty. This is a concern if you have to 

move out of the area covered by your plan. Be sure to keep 

track of your usage and understand your cell phone bill to 

avoid “bill shock.” Visit www.fcc.gov/encyclopedia/billshock to learn more about reading your cell phone bill and 

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. They 

also allow use of a QWERTY keyboard to make texting and

emailing easy. (The keys are arranged the same way they 

are on a computer keyboard.)

When shopping for a smart phone, consider these tips:

•	 Consider the shape and size of the phone.

•	 Make sure you can use the keypad easily or use the finger

swipe technology to make calls and send messages.

•	 Compare the cost of data plans. These plans govern use

and costs associated with mobile access for email, web 

browsing, social networking and applications. 

•	 Take advantage of special pricing and promotions.

•	 Is there a limit on the amount of data you can use each

month?

•	 Be wary of buying phone insurance, which may sound

tempting; consumer groups generally advise against it.

Since smart phones are like miniature computers, many of 

the same privacy and safety concerns apply; however, unlike

computers, these devices do not have anti-virus software to 

protect them from malware attacks. For more information 

on how to protect yourself from these concerns, see Online 

Privacy (p. 39) and Internet (p. 40). 

Pay-As-You-Go Plans

If you want cell phone service only for emergencies, or you 

are not sure how much you will actually use a cell phone 

once you get it, you may want to consider a prepaid cell 

phone before you commit to a long-term wireless contract. 

With a prepaid cell phone, there is no contract to sign and 

no monthly bill. You will know exactly how much you spend. 

The downside of prepaid plans is that you pay more per 

minute, and, if you do not use the phone for an extended 

period, you may lose the money in your account.

TV

There are many choices for consumers looking to buy 

new televisions today. Before buying a new TV, do your 

homework. It is important to see the monitors in person 

before buying to make sure the one you select will meet 

your needs. For independent ratings and reviews, check out 

Consumer Reports at www.consumerreports.org. Additional 

information is also available at www.energystar.gov.

TELECOMMUNICATIONS

MOBILE PAYMENTS USING A DIGITAL WALLET

Paying for your purchases using a smart phone app has 

become more common and convenient. In a sense you 

have a digital wallet 

that contains your 

credit card numbers, 

store loyalty cards, 

and even digital 

coupons. When you 

get to the checkout 

counter, you pay by 

swiping your phone 

at the checkout. You 

can also use it online. 

Before you decide 

to use a digital 

wallet provider, 

make certain that 

your phone has the 

required chip that 

allows you to use the mobile payment app. Also find out 

how the mobile wallet service ensures the security of your 

cards and each transaction. Some questions to ask: 

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

stolen?

• Are the details of your purchases shared or sold for

marketing purposes?

• Is there a PIN to secure access to your digital wallet?

• Are there other security measures in place (encryption

of your cards, security codes)?

• Can you freeze or delete your accountremotely (via

phone or website) if your phone is lost or stolen?

• Who is responsible forfraudulent or unauthorized

purchases, and what is your liability if this happens?

• How do you dispute a purchase?

For more information about mobile payments, review 

Consumer Action’s article at www.consumer-action.org/

modules/articles/your_digital_dollars-mobile_banking_

and_mobile_payments.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 45

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 go from 

there. The more channels you want, the more it will cost. 

You may want to consider video on demand so you can 

order movies and sports events and watch them when you 

like (usually within a 24-hour window). You can also buy a 

bundle of services that includes digital TV, digital phone, 

and broadband Internet access at discounted rates. Keep in 

mind, however, that you may be asked to sign a contract for 

bundled services. 

Satellite

This requires a dish that is mounted outside (service 

requires an unobstructed view of the satellite) and a 

receiver that is placed by your television. Satellite TV offers 

comparable channels to cable TV, and you can add a digital 

video recorder to record shows for viewing later. Check with 

your satellite TV provider for channel options and prices. 

As with cable TV, you may be asked to sign a contract for 

a package of services. One downside to satellite TV is 

occasional interference during periods of rain or snow. Find 

out if there additional fees for repositioning of a satellite 

dish to due to bad weather or for damages due to falling 

tree limbs.

Internet TV

If you have a high-speed Internet connection, you are 

already able to watch thousands of videos on your 

computer. Movies and TV shows are also available and 

becoming more prevalent as large online companies start 

distributing TV programming. You may even be able to 

connect your computer to your television so that shows you 

would normally watch online can project on a larger screen. 

Several services allow Internet streaming for a fee, along 

with free access to shows on network websites.

TELEMARKETING AND UNWANTED 

MAIL

What can you do about the growing pile of unwanted mail 

in your mailbox and unwelcome telemarketers on your 

phone? Actually, there are several things you can do:

•	 Tell companies you do business with to remove your

name from customer lists they rent or sell to others. Look 

for information on how to opt-out of marketing lists on 

sales materials, order forms, and websites.

•	 Use the services provided by the Direct Marketing

Association (p. 137) to remove your name from most 

national telemarketing, mail, and email lists.

•	 Call the credit reporting agencies’ notification system at

1-888-567-8688. This will reduce the number of unsolicited 

credit and insurance offers you get. All three major credit 

bureaus (p. 14) participate in this program. 

•	 Under U.S. Postal Service (USPS) rules, it is illegal to

send mail that looks like it is from a government agency 

when it is not. It is also illegal to send mail that looks like 

a bill when nothing was ordered, unless it clearly states 

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

USPS (p. 104).

NATIONAL DO NOT CALL REGISTRY

The federal government’s Do Not Call Registry allows you 

to restrict telemarketing calls permanently by registering 

your phone number at www.donotcall.gov or by calling 

1-888-382-1222. If you receive telemarketing calls after your 

number has been in the national registry for three months, 

you can file a complaint using the same web page and toll 

free number. 

Placing your number on this national registry will stop 

most telemarketing calls, but not all of them. Calls that are 

TELEMARKETING AND UNWANTED MAIL

TELEMARKETING
46 www.USA.gov To contact an organization, use the directory beginning on page 62. 

still permitted include those from political organizations, 

charities, telephone surveyors, and some organizations 

with which you have a relationship.

In addition, the standard has always been that 

telemarketers are not allowed to call cell phones. Cell 

phone numbers can also be added to the Do Not Call 

Registry (www.donotcall.gov), but it is not necessary, since 

telemarketers are already forbidden to call them.

PRE-RECORDED MESSAGES

Pre-recorded sales calls or robocalls are illegal. Companies 

cannot transmit these messages or send text messages 

to consumers who have not agreed, in writing, to accept 

such messages. A company cannot contact you based on 

a prior business relationship. Pre-recorded calls may only 

be made to residential telephone numbers in the following 

cases:

•	 Emergency calls needed to ensure your health and safety.

•	 Calls that do not include any unsolicited advertisements.

•	 Calls by, or on behalf of, tax-exempt nonprofit

organizations.

•	 Calls for which you have given prior consent.

If you receive pre-recorded telemarketing calls but have not 

agreed to get them, file a complaint with the FCC at www.

donotcall.gov or by calling 1-888-225-5322.

TELEMARKETING SALES CALLS

The 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.

This FTC rule applies even when you receive a call from 

a telemarketer in another state or country. It also applies 

when you make a call to a company in another state or 

country in response to a mail solicitation.

The rule generally does not apply when you call to order 

from a catalog or in response to an ad on television or radio, 

or in a magazine or newspaper. It also does not apply to 

solicitations you receive by fax or email. Beware that certain 

types of businesses, including nonprofit organizations, 

investment brokers and advisors, and banks and financial 

institutions, are exempt from the rule.

If you get a phone call from someone who says he or she is 

with your bank and/or credit company and the person asks 

you to provide or confirm any personal information:

•	 Do NOT answer any questions.

•	 Hang up immediately.

•	 Call your bank or credit card company directly and

describe what happened. 

TELEMARKETING AND UNWANTED MAIL

TEXT MESSAGE SPAM

Spam text messages can be annoying, but did you know 

they are illegal? Some common scams use text message 

spam to lure you into revealing personal information 

in exchange for a “free gift”, like a gift card or vacation 

package.

How it works: In order to collect your gift, the message 

will instruct you to reply to the text with your personal 

information such as a bank account or your social security 

number. The spammer may charge your bank account 

so you can claim your “free gift” that you will probably 

never receive. In certain situations, spammers then sell 

your personal information to outside parties, leaving you 

vulnerable to identity theft. 

Take these steps to limit your chances of getting scammed:

• Register your number on the National Do Not Call

List .

• Delete spams messages.

• Never click on links provided in spam messages.

Links often carry malware or send you to fake 

websites.

• Never reply to these texts or give out your personal

information.

• Report the text spam to your cell phone carrier by

forwarding the message to 7726 (SPAM).

• Report any unwanted commercial text messages to

the FTC at www.consumer.ftc.gov.

SCAMS USING GOVERNMENT AGENCY NAMES

Be suspicious of phone calls, texts, or emails that claim to be 

from the government. Scammers sometimes use government 

agency names, or fake ones that sound real. They may 

contact you saying that you either owe money or the 

government has money for you. Contact the agency involved 

in this claim, using the contact information in the USA.

gov Index of U.S. Government Departments and Agencies 

at www.usa.gov/directory/federal/index.shtml and not the 

contact information that the caller or email provides. If you 

suspect a scam, report it to the FTC (p. 103) and your state 

consumer protection office (p. 107).
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 47

TRAVEL

TRAVEL

TRAVEL

Whether reserving a hotel room, buying plane tickets, or 

making other travel arrangements, these tips will help you 

get the deal you have been promised:

• Plan as far ahead as you can. Special deals on hotel 

rooms and airline seats often sell out very quickly.

• Be flexible in your travel plans. Hotels usually offer 

better rates on days when they expect fewer guests. 

Once you get a fare quote from an airline, ask if you can 

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

different flight on the same day, or by using a different 

airport. Changing planes during your trip is sometimes 

cheaper than a nonstop flight.

• Check out the seller. Ask tour operators and travel 

agents whether they belong to a professional association, 

then check to see if they are members in good standing. 

Contact your state or local consumer protection agency 

(p. 107) and the Better Business Bureau (p. 65) to find 

their complaint history.

• Comparison shop. Determine the complete cost of the 

trip in dollars, including all service charges, baggage 

fees, taxes, processing fees, etc. 

• Beware of unusually cheap prices and freebies. 

These could be a scam, and you could end up paying 

more than the cost of a regular package tour. See 

information on Drip Pricing on page 2.

• Make sure you understand the terms of the deal. If 

you hear you have won a free vacation, ask whether you 

have to buy something in order to get it. If the destination 

is a beach resort, ask the seller how far the hotel is from 

the beach. Then ask the hotel.

• Ask about cancellation policies. You may want to 

look into travel insurance for added protection (see page 

33). There are websites that offer pricing and policy 

information on plans from different companies and 

describe the different forms of policies available.

• Insist on written confirmations. Ask for written proof 

of reservations, rates, and dates.

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

even pay in full for travel services before the trip. Paying 

by credit card gives you the right to dispute charges for 

services that were misrepresented or never delivered. If a 

travel agent or service provider says you cannot leave for 

at least two months, be very cautious—the deadline for 

disputing a credit card charge is 60 days, and most scam 

artists know this. (See Credit Card Billing Disputes, page 

13).

In some states, travel sellers must be registered and 

insured. Advance payments for travel must be placed in an 

escrow account until services are provided. Prizes or “free” 

gifts may also be regulated. Contact your state or local 

consumer protection agency (p. 107) to find out about your 

rights and how to file complaints. 

OPTING OUT

Tired of unwanted email filling up your inbox? You can 

opt-out of most unsolicited email lists by going to the 

“unsubscribe” button, usually found at the bottom of the 

message. Some senders make the button difficult to find, 

so you may have to do some searching. 

In addition, the Direct Marketing Association (p. 137) lets 

you opt-out of receiving unsolicited commercial mail from 

many national companies for three years. You can register 

with this service for a small fee, but your registration only 

applies to organizations that use the association’s Mail 

Preference Service. To register, go to www.dmachoice.

org. If you would like to opt-out of credit and insurance 

offers, you can call 1-888-567-8688 or go online at www.

optoutprescreen.com, which is managed by the major 

credit reporting companies.

CREDIT CARD BLOCKING

When you check into a hotel or pick up your rental car, 

and give the clerk your credit card, the clerk will place a 

“block” on your card. This means that the hotel or rental 

company estimates the amount of your total charges and 

electronically tells your credit card company to hold that 

amount of money on your line of credit. When you check 

out, and settle your bill with the same credit card, the hold 

will be removed from your card. However, if you choose 

to pay the final rental cost with a different credit card, the 

hold will not be removed from the prior card, and your 

credit limit will still be reduced by that amount, for up to 15 

days. In order to avoid this problem:

• Pay forthe hotel stay or carrental using the same card

you gave when you checked in.

• If you use a different credit card at checkout, ask the

clerk to clear the block on the prior card.
48 www.USA.gov To contact an organization, use the directory beginning on page 62. 

RESOLVING AIR TRAVEL PROBLEMS

No matter how well you plan, you might encounter these 

common air travel hassles.

Delayed and Canceled Flights

Airline delays caused by bad weather, traffic control 

problems, and mechanical repairs are hard to predict. If 

your flight is canceled, most airlines will rebook you on the 

earliest flight possible to your destination, at no additional 

charge. If you are able to find a flight on another airline, ask 

the first airline to endorse your ticket to the new carrier. This 

could save you from a fare increase, but there is no rule 

requiring the airline to do this.

Each airline has its own policies about what it will do for 

delayed passengers; there are no federal requirements. If

your flight is delayed or canceled, ask the airline whether it 

will pay for meals, lodging or a phone call. Contrary to what 

many people believe, airlines are not required to do so.

Delayed or Damaged Bags

If your bags are not on the conveyor belt when you arrive, 

file a report with the airline before you leave the airport:

•	 Insist the airline fill out a form and give you a copy, even if

personnel say the bags will be on the next flight. 

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

phone number. 

•	 Confirm that the airline will deliver the bag to you without

charge when it is found.

Some airlines will give you money to purchase a few 

necessities. If they do not provide you with cash, ask what 

types of articles are reimbursable and keep all receipts.

If a suitcase arrives damaged, the airline may pay for repairs 

if you file a claim immediately (before you leave the airport). 

If an item cannot be fixed, the airline will negotiate to pay 

you its depreciated value. The same is true for belongings 

packed inside a suitcase. However, airlines may refuse 

to pay for damage if it was caused by your failure to pack 

something properly rather than by the airline’s handling.

Lost Bags

If your bag is declared officially lost, you will have to 

submit a second, more detailed form within a time period 

set by the airline. The information on the form is used to 

estimate the value of your lost belongings. Airlines can 

limit their liability for delay, loss, and damage to baggage;

however, they must prominently display this information 

(on the website and/ or at the ticket counter) that explains 

the limit. According to the Office of Aviation Enforcement 

and Proceedings(airconsumer.ost.dot.gov/SA_Baggage_

Limits.htm), the maximum an airline pays on lost bags 

and their contents is limited to $3,400 per passenger on 

domestic flights, and approximately $1,500 per passenger 

for unchecked baggage on international flights. See www.

thetravelinsider.info/travelaccessories/lostbaggagerights.

htm for more information on maximum liability, including 

special rates that change daily.

If the airline’s offer does not cover your loss fully, check 

your homeowner’s or renter’s insurance to see whether 

it covers losses away from home. Some credit card 

companies and travel agencies also offer optional or even 

automatic supplemental baggage coverage.

On those trips when you know you are carrying more than 

the liability limits, you may want to ask about purchasing 

“excess valuation” insurance from the airline when you 

check-in. Of course, there is no guarantee the airline will 

sell you this protection. The airline may refuse, especially if 

the item is valuable or breakable.

Overbooked Flights

Selling more tickets than there are seats is not illegal. 

Most airlines overbook their flights to compensate for 

“no-shows.” If there are more passengers than seats 

just before a plane is scheduled to depart, you can be 

“bumped” or left behind against your will. Whether you 

are bumped may depend on when you officially checked in 

for your flight, so check-in early. The U.S. Department of 

Transportation requires airlines to ask people to give 

TRAVEL

AIRLINE FEES

Many airlines charge extra fees for checked baggage and 

some charge for carry-ons. Others charge for advance 

seat assignments, meals, unaccompanied minors, 

and other services. The Department of Transportation 

has ruled that an airline must prominently disclose all 

mandatory taxes and fees on their website. The airline 

must also refund baggage fees if it loses your baggage. 

In addition, airlines are required to include all government 

taxes and fees in the advertised price. However, air carriers 

may still charge optional fees not included in the standard 

price. Each airline’s fee schedule is different, so check 

with the airline before you head to the airport. For more 

information, go to airconsumer.dot.gov/subjects.htm.

Keep in mind—using frequent flyer points does not 

necessarily mean you are exempt from additional fees. 

When booking a flight using frequent flyer points, airlines 

may still charge you a booking fee.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 49

up their seats voluntarily, in exchange for compensation. 

Airlines decide what to offer volunteers, such as money, a 

free trip, food, or lodging.

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

flights within the United States and on outbound 

international flights. Passengers who are bumped 

involuntarily are protected under Federal Aviation 

Administration guidelines (www.faa.gov). If you volunteer 

to be bumped, your agreement with the airline is not 

regulated and will depend on negotiating at the gate. 

The airline must give you a written statement describing 

your rights as well as the airline’s boarding priority rules 

and criteria. If the airline is able to get you to your final 

destination within two hours of your original arrival time, 

there is no monetary compensation. If that is not possible, 

the airline must pay you an amount equal to 200% of your 

one-way fare, with a maximum of $650. To receive this 

payment, you must have a confirmed reservation. You must 

also meet the airline’s deadlines for ticketing and check-in. 

An airline may offer you a free ticket on a future flight in 

place of a check, but you have the right to insist on a check.

Tarmac Delays

Under federal rules, U.S. airlines operating domestic 

flights must allow passengers to deplane after a tarmac 

delay of three hours. The only exceptions allowed are for 

safety or security, or if air traffic control advises the pilot 

otherwise. Carriers are also required to provide adequate 

food and drinking water within two hours of being delayed 

on the tarmac; they must also maintain operable lavatories

and, if necessary, provide medical attention. You can file 

a complaint at www.dot.gov/airconsumer/file-consumercomplaint.

There are other protections as well, such as prohibiting 

airlines from scheduling chronically delayed flights. For 

more information, go to www.dot.gov/airconsumer, and 

search for Airline Passenger Protections. 

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 

TRAVEL

TRAVEL

Fraudulent timeshare resell companies take advantage 

of people that want to sell their property, by charging 

large upfront fees and urging owners to act fast. Before 

you sell, consider these tips to avoid being scammed:

•	 Don’t fall for promises and guarantees of a quick sale

•	 Be leery of pressure to act immediately or claims that

“we’ve got a buyer right here”.

•	 Research complaints against the reseller with the

state’s attorney general (or consumer protection 

office) and Better Business Bureau in the state where 

the timeshare property is located.

•	 Ask if the reselleris licensed to sellreal estate in the

state where the property is located. Verify with that 

state’s real estate commission.

•	 Don’t pay upfront fees, based on a promise.

•	 Get everything in writing.

•	 Only pay forfees after yourtimeshare is sold, like if

you sold your primary home.

For more information about timeshare scams visit 

www.ftc.gov/travel. If you have been the victim of this 

type of fraud, file a complaint with the Federal Trade 

Commission and the state regulators. 

KNOW YOUR RIGHTS BEFORE YOU SAIL

While there are no federal laws that protect cruise 

passengers right now, the Cruise Line International 

Association (CLIA) enacted the “Cruise Passenger Bill of 

Rights”. This document is considered a legally enforceable 

contract and includes the following protections:

Medical Care

• You have the right to emergency care while on an

oceanic cruise.

• If food, water,restroom facilities or medical care cannot

be provided, you have the right to disembark from the 

ship.

Emergency

• Crew Members must be trained in emergency protocol.

• There must be a backup emergency power source in

case of power failure.

Mechanical Failure/Cancellation

• You are entitled to a fullrefund if a cruise is completely

cancelled or a partial refund, if the trip ends early due to 

mechanical failure.

• If a cruise ends early due to mechanical failure, you have

the right to an overnight stay at an unscheduled port and 

transportation to the original port of disembarkation. 

• You must have access to up-to-date information and

changes to the itinerary in cases of mechanical failure. 

For more information on the “Passenger Bill of Rights” or 

to read the document in full, check out www.cruising.org.

 BEWARE: TIMESHARE RESALE SCHEMES
50 www.USA.gov To contact an organization, use the directory beginning on page 62. 

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. Some cruises require you to 

cancel 50 or more days in advance of the departure date. 

What are your rights if you have to cancel your trip? 

How far in advance do you have to cancel in order to get 

a refund? Will it be a partial refund or for the full ticket 

price? 

• Understand your legal rights. Your contract limits your 

ability to sue the company or specifies the time frame and 

location where a court case must be filed.

• Itinerary changes. The itinerary and ports of call can be 

changed at the captain’s discretion. 

• Refunds. Are you able to get a refund if you depart 

early? If so, what portion of the cruise price will be 

refunded.

TRAVEL SAFETY

Several federal agencies offer advice and information on 

the Internet or mobile apps available at apps.usa.gov that 

can help you have a safe trip. For advice on:

• Airline, highway, and rail safety information: 

Check out the U.S. Department of Transportation 

(p. 100) at www.dot.gov. Look up crash-safety reports 

on cars or find out how weather is affecting air travel 

and road conditions at www.fly.faa.gov or www.faa.gov/

passengers.

• Safe travel by air, land, and sea: Contact the 

Transportation Security Administration (p. 98) at www.

tsa.gov/travelers. This site posts tips on dealing with 

airline security checks, traveling with kids, and warnings 

on prohibited items. 

• What to do before, during, and when returning from 

a trip overseas: Visit the U.S. Department of State (p. 

100) at www.state.gov/travel. You can also get warnings 

on locations to avoid and what to do in an overseas 

emergency.

• Health-related travel information: Consult the Centers 

for Disease Control and Prevention (p. 96) at 

www.cdc.gov/travel. Research vaccination requirements, 

find information on how to avoid illnesses caused by food 

and water, and review sanitation inspection scores on 

specific cruise ships.

UTILITIES

In many states, consumers can choose their telephone 

and energy service provider. Contact your state utility 

commission (p. 132) to find out whether you have a choice. 

Some commissions will provide a list of service providers 

and advice on making a choice, and most state utility 

commissions will take any complaints you have concerning 

utility sales and service.

STARTING UTILITY SERVICE

When you move into a new home or apartment, you may 

also be required to have the utilitie 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. If 

you request service, provide as much advance notice to the 

utility company as you can, at least one week in advance 

of the date you need service to start. Also, if you are 

relocating, do not forget to have service turned off at your 

old address. Each company may require you to pay a fee to 

start service. You may also be required to pay a deposit or 

allow the company to check your credit to establish service 

at your home. If any of these companies fails to meet its 

service requirements, file a complaint with the company;

you may be able to get a refund of your installation fee. If 

that does not work, contact your state’s utility commission 

(p. 132). 

BILLING

Once you have established service, you should start 

receiving your bills at regular intervals, normally monthly or 

quarterly. Utility bills are based on the amount of energy or 

water you actually use. However, if you live in an apartment 

complex, the amount you pay for some utilities may be 

prorated or split, based on a mathematical formula, among 

TRAVEL
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 51

all of the residents in your community, no matter how 

energy conscious you are. If the amount of energy varies 

by season, you may decide to sign up for a budget billing 

program. These programs allow you to smooth out your 

monthly payments by paying more in lighter-use months, 

so your bills are still manageable in months with heavier 

use. Contact your utility companies to sign up for these 

programs. To learn ways to save on your energy bill, see 

Going Green (p. 22).

In addition to your actual service, you may have other fees 

on your bill, such as administrative fees, public surcharges, 

or local taxes. Contact the service provider if you see 

charges you 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. 132) 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. For more information, visit

www.acf.hhs.gov/programs/ocs/programs/liheap or call

1-866-674-6327.

WILLS AND FUNERALS

People at all economic levels benefit from an estate plan. 

Upon death, an estate plan legally protects and distributes 

property based on your wishes and the needs of your family 

and/or survivors with the fewest tax consequences.

WILLS

A will is the most practical first step in estate planning. It 

makes clear how you want your property to be distributed 

after you die. Writing a will can be as simple as typing out 

how you want your assets to be transferred to loved ones 

or charitable organizations. If you do not have a will when 

you die, your estate will be handled in probate, and your 

property could be distributed differently from what you 

would like.

It may help to get legal advice when writing a will, 

particularly when it comes to understanding all of the 

rules of the estate disposition process in your state. For 

information about legal issues, see page 55. Some states, 

for instance, have community-property laws that entitle 

your surviving spouse to keep at least half of your wealth 

after you die, no matter what percentage you leave him 

or her in your will. Fees for the execution of a will vary 

according to its complexity.

Choose an Executor 

An executor is the person who is responsible for settling 

the estate after death. Duties of an executor include:

•	 Taking inventory of property and belongings.

•	 Appraising and distributing assets.

•	 Paying taxes.

•	 Settling debts owed by the deceased.

WILLS AND FUNERALS

WILLS AND FUNERALS

SWITCHING UTILITY PROVIDERS

Your state’s public utilities commission may allow you 

to “un-bundle” your electric (or gas) service, so that you 

purchase your electricity from one company and the 

delivery of the electricity from a separate company. The 

electricity supplier will generate your electricity, but your 

local utility company will still deliver the electricity to your 

home. Some suppliers may call you or advertise specials 

to encourage you to switch your service. Before you decide 

which option is best for you, ask these questions:

• How do the supplier’s rates compare to the rates of your

utility company?

• Is the energy rate fixed or does it vary from month to

month?

• What otherfees ortaxes will be charged?

• How long does the contract last? Are there penalties if

you cancel early?

• Will the rates change overthe life of the contract?

• Will you receive one combined bill that includes charges

from both the supplier and utility company?

• Is there a special offer orincentive for signing up?

• Is the company licensed by your state’s public utility

commission?

For more information on switching utility suppliers, 

contact your state’s public utilities commission (p. 132).

WHAT IS PROBATE?

Probate is a legal process that takes place after you die. 

It involves proving that your will is valid, identifying all of 

your property, paying debts and taxes, and distributing 

your remaining property as the will directs.
52 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Most important, the executor is legally obligated to act in 

the interests of the deceased, following the wishes stated in 

the will. Here again, it can be helpful to consult an attorney 

to help with the probate process or offer legal guidance. 

In most states, any person over the age of 18 who has not 

been convicted of a felony can be named executor of a will. 

Some people choose a lawyer, accountant, or financial 

consultant based on his or her professional experience. 

Others choose a spouse, adult child, relative, or friend. 

Since the role of executor can be demanding, it is often a 

good idea to ask the person if he or she is willing to serve.

If you have been named executor in someone’s will but 

are not able or do not want to serve, you need to file a 

“declination,” which is a legal document that declines your 

designation as an executor. The contingent executor named 

in the will then assumes responsibility. If no contingent 

executor is named, the court will appoint one.

Choose Beneficiaries

As you write your will, you need to decide who you want 

to inherit your assets to ensure that your possessions 

are transferred as you want. Primary beneficiaries are 

your first choice to receive your assets. You should also 

consider choosing secondary or contingent beneficiaries.

If your primary beneficiary dies before you do or does not 

meet a condition (ex. age) for inheritance, your secondary 

beneficiaries will receive your assets. Designating a 

secondary beneficiary can also prevent going through 

probate, which can be time consuming and expensive. Use 

specific names instead of broad categories like “nieces and 

nephews” when naming beneficiaries in your will.

You should also add primary and secondary beneficiaries 

on your individual bank accounts, the deeds to your homes 

and cars, contents of your safe deposit boxes, investments 

and insurance policies to make it easier to transfer the 

assets. Also, remember that establishing someone as a 

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 to even access your 

account. If you want this person to be a beneficiary, you 

must state it in your will.

FUNERALS

One of the most expensive purchases many consumers 

will ever make is arranging for a funeral. A traditional 

burial, including a casket and vault, costs about $7,000. 

Extras such as flowers, obituary notices, cards, and 

limousines can add thousands of dollars more. At such 

a highly emotional time, many people are easily swayed 

to believe that their decisions reflect how they feel about 

the deceased and wind up spending more than may be 

necessary.

Most funeral providers are professionals who work to serve 

their clients’ needs and best interests. Unfortunately, some 

do not. They may take advantage of clients by insisting 

on unnecessary services and overcharging consumers. 

That is why there is a federal law, called the Funeral Rule 

that regulates the actions of funeral directors, homes, and 

services.

Many funeral providers offer a variety of package plans that 

include products and services that are most commonly 

sold. Keep in mind, you are not obligated to buy a package 

plan; you have the right to buy the individual products and

services you prefer. As outlined by the Funeral Rule:

WILLS AND FUNERALS

RULES TO REMEMBER WHEN WRITING A WILL

•	 In most states, you must be 18 years of age or older.

•	 To be valid, a will must be written when you are of sound

judgment and have adequate mental capacity.

•	 The document must clearly state that it is your will.

•	 An executor of your will, who ensures your estate is

distributed according to your wishes, must be named.

• It is not necessary to notarize orrecord your will, but

doing so can safeguard any claims that it is invalid. To be 

valid, you must sign a will in the presence of at least two 

witnesses.

• A financial will and testament will always supersede a

last will and testament when bestowing financial assets.

WRITE A SOCIAL MEDIA WILL

Social media are a part of daily life, so what happens to the 

online content you created once you die? If you are active 

online, you should consider creating a social media will, 

or statement of how you would like your online identity to 

be handled. You should appoint someone you trust as an 

online executor. This person will be responsible for closing 

your email accounts, social media profiles, and blogs after 

you are deceased. Take these steps to help you write a 

social media will:

•	 Review the privacy policies and the terms and conditions

of each website where you have a presence.

•	 State how you would like your profiles to be handled.

You may want to cancel your profile completely or keep it 

up for friends and family to visit. Some sites allow users 

to create a memorial profile where other users can still 

see your profile but cannot post anything new.

•	 Give the responsible person a document that lists all of

the websites where you have a profile, along with your 

usernames and passwords.

•	 Stipulate in your will that the online executor should have

a copy of your death certificate. The online executor may 

need this as proof for websites to take any actions on 

your behalf.

•	 Check to see if social media sites have account

management features that let you proactively assign 

access to friends and family, after you die.

Download a social media will template from 

www.usa.gov/topics/money/personal-finance/wills.shtml.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 53

•	 You have the right to choose the funeral goods and

services you want (with some exceptions).

•	 The funeral provider must state this “Rule” in writing on

the general price list.

•	 If state or local law requires you to buy any particular

item, the funeral provider must disclose it on the price list, 

with a reference to the specific law.

•	 The funeral provider may not refuse, or charge a fee, to

handle a casket that you bought elsewhere.

•	 A funeral provider who offers cremations must make

alternative urns available.

•	 When prepaying for funeral services, do not agree to

give the check from the life insurance company directly to 

the funeral home. You are paying for specific goods and 

services, and signing over the life insurance check might 

result in a significant overpayment for services rendered.

For more information about the Funeral Rule, visit 

www.ftc.gov/bcp/edu/microsites/funerals.

Planning ahead is the best way to make informed decisions 

about funeral arrangements. An advance plan also spares 

your family from having to make choices in the middle of 

grief and under time constraints. Every family is different, 

and funeral arrangements are influenced by religious and 

cultural traditions, budgets, and personal preferences.

You are not legally required to use a funeral home to 

plan and conduct a funeral, but most people find that the 

services of a professional funeral home make the process 

easier. Comparison shopping, either in person or by phone, 

can save you money and is much easier when done in 

advance. Visit www.funerals.org to learn more about how to 

select a funeral home and research its history. Many funeral 

homes will also send you a price list by mail, but this is not 

required by law. If you have a problem concerning funeral 

matters, it is best to try to resolve it first with the funeral 

director. If you are dissatisfied, the Funeral Consumers 

Alliance (p. 106) may be able to advise you on how best 

to resolve your issue. You can also contact your state or 

local consumer protection agencies (p. 107) 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.

VETERANS CEMETERIES

All veterans are entitled to a free burial in a national 

cemetery and a grave marker. This eligibility also applies to 

some civilians who have provided military-related service 

and some Public Health Service personnel. 

Spouses and dependent children also are entitled to a lot 

and marker when buried in a national cemetery. There are 

no charges for opening or closing the grave, for a vault or 

liner, or for setting the marker in a national cemetery. For 

more information, visit the Department of Veterans Affairs, 

National Cemetery Administration (p. 101) at www.cem.

va.gov.

WILLS AND FUNERALS

WILLS AND FUNERALS

THE FUNERAL RULE

A federal law makes it easier for you to choose only the 

goods and services you want or need when planning a 

funeral, and to pay only for those you select. The Funeral 

Rule, enforced by the FTC, requires funeral directors to 

give you itemized prices in person and, if you ask, over the 

phone.
54 www.USA.gov To contact an organization, use the directory beginning on page 62. 

PART II: FILING A COMPLAINT

STEPS TO FOLLOW TO RESOLVE A COMPLAINT

•	 Before beginning, start a file orlog to record all contacts

and documents.

•	 Contact the seller.

• Contact the manufacturer.

•	 Contact industry trade associations.

•	 Contact the consumer protection/regulatory/licensing

officers in the state where the company is located.

• Contact the local Better Business Bureau.

FILING A COMPLAINT

Even the savviest consumer has problems with a good or 

service at one time or another. It is your right to complain 

if you have a genuine consumer problem. It is also your 

responsibility. A problem cannot be fixed if no one knows it 

exists.

CONTACT THE SELLER

The first step in resolving a consumer problem is 

contacting the seller. You can solve most consumer 

problems by talking to a salesperson or customer service 

representative. Do this as soon as possible because some 

retailers have time limits on returns and refunds. If this does 

not work, ask for a supervisor or manager. If this fails, try 

going higher up to the national headquarters of the seller or 

the manufacturer of the item.

Many companies have a special customer relations or 

consumer affairs division whose primary function is 

solving consumer problems. Many companies provide a 

toll free number or address for this office on the product 

label, warranty, or other papers you received at the time of 

purchase. If this is not the case:

•	 Check the Corporate Consumer Directory portion of this

Handbook for the contact information of several hundred 

corporations (p. 70).

•	 Visit the company’s website and look for a “Contact Us”

link.

•	 Dial the directory of toll free numbers at 1-800-555-1212 to

see whether the company has a toll free number listed.

•	 Ask your local librarian to assist you. Most public

libraries have reference books with 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. 57) will help you prepare a written 

complaint.

•	 Be brief and to the point. Note all important facts about

your purchase, including what you bought, serial or 

model numbers, the name and location of the seller, and 

when you made the purchase. 

•	 State exactly what you want done about the problem

and how long you are willing to wait for a response. Be 

reasonable.

•	 Don’t write an angry, sarcastic, or threatening letter. The

person reading your letter probably was not responsible 

for your problem but could be very helpful in resolving it.

•	 Send your letter as certified mail or request delivery

confirmation.

•	 Include copies of all documents regarding your problem.

Keep the originals.

•	 Provide your name, address, and phone numbers. If

an account is involved, be sure to include the account 

number.

•	 Keep a record of your efforts to contact the seller; include

the name of the person with whom you spoke and what 

was done, if anything. 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. 107). 

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. 120), insurance 

(p. 124), securities (p. 128), and utilities (p. 132) are regulated 

at the state level.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 55

FILING A COMPLAINT

FILING A COMPLAINT

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. 107) can help you identify the 

appropriate agency.

Better Business Bureaus (p. 65). This network of 

nonprofit organizations supported by local businesses tries 

to resolve buyer complaints against sellers. Records are 

kept on unresolved complaints as a source of information 

for the seller’s future customers. The umbrella organization 

for the BBBs assists with complaints concerning the 

truthfulness of national advertising and helps to settle 

“lemon law” disputes with automobile manufacturers 

through the BBB AUTO LINE program (p. 64).

Trade associations. Companies selling similar products 

or services often belong to an industry association that 

will help resolve problems between its members and 

consumers (p. 136).

National consumer organizations. Some of these 

organizations assist consumers with complaints. Others 

may be unable to help individuals but are interested 

in hearing about problems that could influence their 

education and advocacy efforts (p. 105).

Media programs. Local newspapers, radio stations, 

and television stations often have action lines or hotline 

services that try to resolve consumer complaints they 

receive. Call for Action, Inc. is a nonprofit network of 

consumer hotlines that educate and assist individuals 

with consumer problems. For more information, visit www.

callforaction.org to find your local action office, or call 240-

747-0229. 

DISPUTE RESOLUTION PROGRAMS

Some companies and industries offer programs to 

address disagreements between buyers and sellers. The 

auto industry (p. 64) has several of these programs. The 

Financial Industry Regulatory Authority (p. 137) offers a 

program to resolve investment-related disputes. Some 

small claims courts also offer a dispute resolution program 

as an alternative to a trial. 

Mediation, arbitration, and conciliation are three common 

types of dispute resolution. During mediation, both sides 

involved in the dispute meet with a neutral third party and 

create their own agreement jointly. In arbitration, the third 

party decides how to settle the problem. Conciliation is 

similar; however, you and the other party meet with the

conciliator separately (not a group meeting). Request 

a copy of the rules of any program before deciding to 

participate. You will want to know beforehand whether 

the decision is binding; some programs do not require

both parties to accept the decision. Also ask whether 

participation in the program places any restrictions on your 

ability to take other legal action.

Some contracts include a clause that prohibits you from 

taking legal action and require you to engage in mandatory 

arbitration with a company in the case of a dispute. The 

clause may limit your ability to take a case to court. Be sure 

to read contracts carefully to see whether they include 

a mandatory arbitration clause. If you do not wish to 

be prohibited from taking legal action if needed, you can 

choose not to purchase an item from the company. If you 

have no other option, write on the contract that you don’t 

agree with the clause and initial next to the statement.

SMALL CLAIMS COURT

Small claims courts resolve disputes over small amounts 

of money. While the maximum amount that can be claimed 

differs from state to state, court procedures are generally 

simple, inexpensive, quick, and informal. Court fees are 

minimal, and you often get your filing fee back if you win 

your case. Typically, you will not need a lawyer— however, 

some states do not permit them. If you live in a state that 

allows lawyers, and the party you are suing brings one, 

do not be intimidated. Most judges make allowances for 

consumers who appear without lawyers. Even though the 

court is informal, the judge’s decision must be followed.

If you file a case and win, the losing party should give you 

what the court says you are owed without further action on 

your part. But sometimes the losing party refuses to follow 

the court’s decision. When this happens, you can go back 

to court and ask for the order to be enforced. Depending on 

local laws, law enforcement officials might sell a person’s 

property or take money from a bank account or business 

cash register. If the person who owes the money receives 

a salary, the court might order an employer to garnish 

(deduct money from) a portion of each paycheck to pay you.

Check your local telephone book under the municipal, 

county, or state government headings for small claims 

court offices. Ask the clerk how to use the small claims 

court. Before taking your own case to court, observe a 

small claims court session and ask the court whether it has 

information that will help you prepare your presentation to 

the judge.

LEGAL HELP AND INFORMATION

If you need an attorney to advise or represent you, ask 

friends and family for recommendations. You can also 

contact the Lawyer Referral Service of your state, county, 

or city bar association listed in your local phone directory. 

Websites such as www.americanbar.org (American Bar 

Association) and www.nolo.com can help you with answers 

to general legal questions.

Tips for Choosing an Attorney

Many lawyers who primarily serve individuals and families 

are general practitioners with experience in frequently 
56 www.USA.gov To contact an organization, use the directory beginning on page 62. 

needed legal services, such as divorce and family matters, 

wills and probate, bankruptcy and debt problems, real 

estate, and criminal and/or personal injury. Some have a 

narrower focus. Be sure the lawyer you are considering has 

experience in the area for which you are seeking help.

Once You Have Identified Some Candidates:

•	 Call each attorney on the telephone, describe your legal

issue, and find out whether he or she handles your 

situation.

•	 Ask if you will be charged for an initial consultation.

•	 Ask for an estimate of what the lawyer usually charges to

handle your kind of case.

•	 Ask whether there are hourly charges or your attorney

accepts a percentage of the settlement as a contingency 

fee. If the lawyer is paid by a contingency fee, then the he 

or she will only receive a payment if he or she wins 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.

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. Additional resources 

may be found at www.lawhelp.org or www.freeadvice.com.

•	 To find the Legal Aid office nearest to you, check a local

telephone directory or contact:

National Legal Aid and Defender Association

1140 Connecticut Ave., NW, Suite 900

Washington, DC 20036

Phone: 202-452-0620

www.nlada.org

•	 To find the Legal Services Corporation (LSC) office near

you, check a local telephone directory or contact:

Legal Services Corporation Public Affairs

3333 K St., NW, 3rd Floor

Washington, DC 20007

Phone: 202-295-1500

www.lsc.gov

Free assistance may also be available from a law school 

program where students, supervised by attorneys, handle a 

variety of legal matters. Some of these programs are open 

to all; others limit their service to specific groups, such

as senior citizens or low-income persons. Contact a law 

school in your area to find out whether such a program is 

available.

REPORT FRAUD AND SAFETY HAZARDS

If you suspect a law has been violated, contact your local 

or state consumer protection agency (p. 107). 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.

People who have no intention of delivering what is sold, 

misrepresent items, sell counterfeit goods, or otherwise try 

to trick you out of your money are committing fraud.

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. 

You can find the appropriate federal agency by using the 

Federal Agency Directory (p. 93).

FILING A COMPLAINT

SAY NO TO NOTARIOS

In some countries, “notarios” help with legal problems. 

However, in the United States notarios have no legal 

authority to practice law, file legal documents on your 

behalf, or help you solve a consumer problem. If you need 

help with a legal issue, contact a lawyer with the American 

Bar Association (www.americanbar.org) or seek help from 

Legal Aid (www.nlada.org) or Legal Services (www.lsc.gov).
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 57

SAMPLE COMPLAINT LETTER

SAMPLE COMPLAINT LETTER

Download a copy of the sample complaint letter at:

www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

Your Address

Your City, State, ZIP Code

Date

Name of Contact Person, if available

Title, if available

Company Name

Consumer Complaint Division (if you have no specific contact)

Street Address

City, State, ZIP Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired/serviced) 

a (name of the product, with serial or model number or service 

performed) at (location, date and other important details of the 

transaction).

Unfortunately, your product (or service) has not performed 

well (or the service was inadequate) because (state the 

problem). I am disappointed because (explain the problem: 

for example, the product does not work properly, the service was 

not performed correctly, I was billed the wrong amount, something was not 

disclosed clearly or was misrepresented, etc.).

To resolve the problem, I would appreciate if you would (state the specific 

action you want—money back, charge card credit, repair, exchange, 

etc.). Enclosed are copies (do not send originals) of my records 

(include receipts, guarantees, warranties, canceled checks, contracts, 

model and serial numbers, and any other documents).

I look forward to your reply and a resolution to my problem and 

will wait until (set a time limit) before seeking help from a 

consumer protection agency or Better Business Bureau. 

Please contact me at the above address or by phone at 

(home and/or office numbers with area code).

Sincerely,

Your name

Enclosure(s)

• describe 

purchase

• name of product, 

serial/model number

• include date 

and place of 

purchase

• state 

problem

• give history

• ask for 

specific action

• enclose copies 

of documents

• allow time 

for action

• state how you can 

be reached

Keep copies of all of your letters, emails, warranties, work orders, order confirmation numbers, 

receipts, owner’s manuals and related documents.
58 www.USA.gov To contact an organization, use the directory beginning on page 62. 

If you suspect fraud, there are some additional steps to 

take:

•	 Contact the Federal Trade Commission (p. 103).

Please note—the FTC does not handle individual 

consumer complaints.

•	 Report scams that use the mail or interstate delivery

service to the U.S. Postal Inspection Service (p. 104). It is 

illegal to use the mail to misrepresent or steal money.

•	 Report scams that are Internet-based to the Internet

Crime Complaint Center at www.ic3.gov.

Reporting fraud promptly improves your chances of 

recovering what you have lost and helps law enforcement 

authorities stop scams or safety hazards before others are 

victimized. 

If you suspect you have a product that poses a safety 

hazard, report the problem to the appropriate federal 

agency:

• Animal Products. Food and Drug Administration 

(p. 97)

• Automobiles. National Highway Traffic Safety 

Administration (p. 101)

• Consumer Household Products. U.S. Consumer 

Product Safety Commission (p. 93)

• Drugs, Cosmetics, and Medical Devices. Food and 

Drug Administration (p. 97)

• Food. Food and Drug Administration (p. 97), U.S. 

Department of Agriculture (p. 93)

• Household Chemicals. Environmental Protection 

Agency (p. 102)

• Seafood. Food and Drug Administration (p. 97), U.S. 

Department of Commerce (p. 94)

• Toys, Baby Products, and Play Equipment. U.S. 

Consumer Product Safety Commission (p. 93)

KEY INFORMATION RESOURCES

Federal Citizen Information Center (FCIC)

FCIC is a one-stop source that provides government 

information and services directly to the public. FCIC offers 

information across various channels, including websites 

USA.gov and GobiernoUSA.gov (in Spanish), order print 

publications at Publications.USA.gov and through the 

Consumer Information Catalog. You can also get answers to 

your government questions by telephone at 1-888-333-4636, 

and via social media on Facebook at www.facebook.com/

USAgov, and Twitter @USAgov.

Center for the Study of Services

www.checkbook.org Evaluates quality and price for local 

services in major metropolitan areas; see page 105.

Consumer Reports

www.consumerreports.org Researches and tests goods 

and services such as automobiles, appliances, food, 

clothing, luggage, and insurance; see page 106.

Consumer World

www.consumerworld.org A public service website with 

links to hundreds of consumer resources, corporations and 

government agencies.

National Institute of Food and Agriculture (NIFA) 

Programs cover food and nutrition, housing, gardening, 

budgeting, using credit, saving for retirement, and more. 

Visit www.nifa.usda.gov or www.extension.org. See page 93.

Libraries

Publications from many of the organizations mentioned 

on this page are available at your local public library or by 

visiting www.publiclibraries.com.

EMERGENCY PREPAREDNESS

Disasters can strike in many forms—fires, floods, 

hurricanes, tornadoes, and even national emergencies. 

Protecting yourself, your family, your pets, and your home 

or your business requires advance planning. It is equally 

important to know where to turn for help and information. 

You may even be eligible for government assistance. 

There are numerous sources of information to help you 

prepare. To get started, check out these sites: 

• www.disasterassistance.gov

• www.fema.gov

• www.ready.gov

• www.redcross.org

In case of a disaster, make certain that you have your ID, 

cash, debit and credit cards, and a list of your account 

numbers and insurance policy numbers. Visit 

www.ready.gov/financialpreparedness to get resources to 

help you make a pre-disaster financial plan. It is also helpful 

to have a home inventory of your belongings; you can

create one online that you can access anywhere at www.

knowyourstuff.org. 

FOR TEACHERS

Teachers often use the Consumer Action Handbook to 

teach essential information about credit, insurance, 

major purchases, complaint letters, saving and investing, 

and other consumer topics. For classroom copies of the 

Handbook, email action.handbook@gsa.gov; include

PART III: KEY INFORMATION RESOURCES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 59

the name and address of your school and the number of 

copies you would like to receive. 

FOR PERSONS WITH DISABILITIES

National Council on Disability

www.ncd.gov A federal agency whose mission is to 

improve the quality of life for Americans with disabilities 

and their families.

National Disability Rights Network

www.ndrn.org Provides legally based advocacy services for 

people with disabilities.

Department of Education

www.ed.gov Provides training and information to parents 

of disabled children and to people who work with them; see

page 94.

Department of Housing and Urban Development

www.hud.gov/offices/fheo/disabilities Learn more about 

the housing rights of people with disabilities, and the 

responsibilities of housing providers and building and 

design professionals; see page 98.

National Library Service for the Blind and Physically 

Handicapped

www.loc.gov/nls Administers a free loan service of 

recorded and Braille books and magazines, music scores 

in Braille and large print, plus specially designed playback 

equipment. 

FOR MILITARY PERSONNEL

Today’s military families face many common consumer 

challenges as well as the additional stress associated 

with frequent separation. To ease such difficulties, Family 

Centers, along with the other programs described below, 

provide help and support for military families. 

U.S. Military Family Centers

Located on most military installations, Family Centers 

provide information, life skills education, and support 

services to military members and their families. One 

key function of the Family Center is to link people with 

appropriate services available in the local community and/

or through state and federal assistance programs such 

as those related to health and human services, school 

systems, employment assistance, law enforcement, and 

recreation. 

Air Force Community Readiness and Family Support

Airman and Family Readiness Centers (A&FRC) are 

located on every Air Force Installation and offer a wealth 

of resources to airmen and their families. One-on-one 

consultations are available on information such as financial 

management, transition assistance, spouse employment, 

readiness, deployment, family life and relocation 

assistance.

KEY INFORMATION RESOURCES

KEY INFORMATION RESOURCES

SERVICES AND RESOURCES FOR CONSUMERS 

WITH DISABILITIES

Relay Services:

Telecommunications relay 

services link telephone 

conversations between 

individuals who use 

standard voice telephones 

and those who use text 

telephones (TTYs). Calls 

may be made from either 

type of telephone to the 

other type through the relay service.

Local Relay Services: States provide relay services for 

local and long-distance calls. Consult your local telephone 

directory for information on use, fees (if any), services, and 

dialing instructions for that area.

Federal Relay Service: The FRS, a program of the U.S. 

General Services Administration (GSA), provides access 

to TTY users who wish to conduct official business 

nationwide with and within the federal government. The 

toll free number is 1-800-877-8339. 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 speech impairment and use a TTY, 

may receive operator and directory assistance for calls by 

calling 1-800-855-1155. Check the introductory pages of 

your local telephone directory for additional TTY services.

RESOURCES FOR MILITARY FAMILIES

Be sure to take advantage of resources designed for 

military personnel and their families. Check with family 

readiness centers on your installation to get access 

to financial help. The 

Consumer Financial 

Protection Bureau’s Office 

of Servicemember Affairs 

offers resources to plan 

your financial future and 

prevent being victim of fraud 

at www.consumerfinance.

gov/servicemembers. The 

Better Business Bureau also 

offers consumer education 

and advocacy to service 

members through their Military Line® at www.military.bbb.

org. If you need to file a complaint, you can file it with the 

FTC (p. 103) or the CFPB (p. 93).
60 www.USA.gov To contact an organization, use the directory beginning on page 62. 

Fleet and Family Support Programs

Commander, Navy Installations Command 

716 Sicard St., SE Suite 1000

Washington Navy Yard, DC 20374-5140

www.ffsp.navy.mil

The Fleet and Family Support Program delivered by 

Commander, Navy Installations Command, provides 

support, references, information and a wide range of 

assistance for members of the Navy and their families to 

meet the unique challenges of the military lifestyle. Up-todate news, messages, links and resources are provided, 

including assistance with relocation, employment, career 

and benefits, healthy lifestyles, casualties, domestic 

violence, and retirement.

Marine Corps Community Services (MCCS)

Headquarters and Service Battalion, Henderson Hall

1550 Southgate Rd.

Building 29, Room 305

Arlington, VA 22214-5103

Phone: 703-614-7171

www.usmc-mccs.org

The Personal and Family Readiness Division (MR) provides 

a number of Marine Corps personnel service programs, 

such as Casualty Assistance, DEERS Dependency 

Determination, Voting Assistance, Postal Services, and 

Personal Claims.

US Army

Family and Morale, Welfare and Recreation Command

Directorate, Army Community Service

4700 King St., NW

Alexandria, VA 22302

Phone: 703-681-5375

www.myarmyonesource.com

This portal is the single gateway to comprehensive 

information on the support available to Army personnel 

and families, including resources to strengthen home and 

family life, Army basic training, lifelong learning, finances, 

employment, and relevant news, along with links to other 

key resources.

U.S. Coast Guard

Office of Worklife 

2100 Second St., SW, Stop 7013

Washington, DC 20593-7001

Phone: 202-372-4084

www.uscg.mil

The U.S. Coast Guard can provide key resources, including 

core publications, career information, and related news, 

as well as comprehensive background about its mission, 

community services, history, photos, and reports.

FedsHireVets

Veterans Employment Program Office

U.S. Office of Personnel Management

1900 E St., NW

Washington, DC 20415-0001

Phone: 202-606-5090

www.fedshirevets.gov

FedsHireVets is a one-stop resource for federal veteran 

employment information. 

Military OneSource

Phone: 1-800-342-9647

www.militaryonesource.mil 

Military OneSource is a comprehensive resource for 

military members and their families, relating to nearly every 

aspect of personal and professional life. With topics that 

range from health and wellness, finances, family matters 

and resiliency. The website includes blogs, discussion 

boards, podcasts and live chat.

Consumer Sentinel Military 

www.ftccomplaintassistant.gov 

Consumer Sentinel allows members of the military to 

enter consumer complaints directly into a database. Law 

enforcement agencies, members of the Judge Advocate 

General’s staff and the Department of Defense can access 

the database to help protect armed services members and 

KEY INFORMATION RESOURCES

Soldiers, sailors, and airmen are an appealing target for 

scammers, for several reasons. Many servicemembers 

are young and making major financial decisions for 

the first time. They receive a steady paycheck, plus 

reenlistment bonuses and deployment pay. In addition, 

military families move frequently and do not know 

which sellers to avoid. Scam artists also know that 

military personnel are required to keep their finances in 

good shape and may be more likely to pay a fake debt, 

to keep their finances in good standing.

You can 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. This could be a fraud in disguise. See “Beware: 

Affinity Fraud” (p. 35).

•	 Protect yourself from identity theft by changing your

mailing address when you are restationed. 

•	 Contact the creditreporting agencies to place

an active duty alert on your accounts. This limits 

the ability of ID thieves to apply for credit while a 

servicemember is deployed.

•	 Know yourrights. The Servicemember Civil Relief

Act extends consumers rights to service personnel;

there is added protection from default judgements 

as well as the ability to cancel contracts and 

leases. Visit www.dmdc.osd.mil/appj/scra for more 

information.

 BEWARE: FRAUDS AGAINST SERVICEMEN
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 61

their families from consumer protection–related problems.

Commissaries and Exchanges

Consumers who shop at military commissaries and 

exchanges and who have a question or problem should 

contact the local manager before contacting the regional 

office. If your problem is not resolved at the local level, write 

or call the regional office nearest you. 

National Resource Directory

www.nationalresourcedirectory.gov

The National Resource Directory provides wounded, ill, and 

injured service members, veterans, and their families with 

a web-based “yellow book.” It has information on the full 

range of medical and non-medical services and resources 

needed to achieve their personal and professional goals 

across the transitions from recovery to rehabilitation to 

community reintegration. The National Resource Directory, 

an online partnership of the Departments of Defense, 

Labor, and Veterans Affairs, provides links to the services 

and resources of federal, state, and local government 

agencies; veterans’ service, nonprofit, community-based,

and philanthropic organizations; professional associations;

and academic institutions. 

SaveandInvest.org

www.saveandinvest.org/militarycenter

Whether on-base or deployed overseas, it is crucial that 

military personnel have access to financial education 

information that enables them to make prudent saving and 

investing decisions for themselves and their families. This 

site offers online and on-the-ground training to support 

military personnel at key financial milestones.

KEY INFORMATION RESOURCES

KEY INFORMATION RESOURCES

Unfortunately, the scams don’t stop after you retire 

from the military; veterans, particularly those age

65 and over, are targeted with financial scams. 

Fraudulent financial advisors may offer to help 

you qualify for both your VA Aid and Attendance 

(A&A) benefits and Medicaid services, by moving 

your money into a trust. However, you could lose 

your eligibility for Medicaid services and have to pay 

back the A&A benefits if this shift does not meet 

Medicaid’s rules. Plus, this advisor could run off with 

the money that you have placed in the trust account.

If you are approached with this offer, beware of:

•	 A financial planner or adviserthat calls, mails, or

comes to your door offering their services.

•	 Charges you a fee (from $100 to $1000)to help you

apply for benefits; There is no cost forthe forms or

to apply for VA benefits.

•	 Urges you to transfer money to a trust orinvest in

certain financial products in order to qualify for 

pension benefits.

For more information on these scams read the FTC’s 

article at www.consumer.ftc.gov/articles/0349-

veterans-pensions. If you have been the victim of a 

veteran’s benefit scheme, file a complaint with your 

state’s consumer protection office (p. 107) and the 

Federal Trade Commission (p. 103).

 BEWARE: PENSION POACHING
62 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

PART IV: CONSUMER ASSISTANCE DIRECTORY

 SOCAP INTERNATIONAL 

Many of the companies listed in this Handbook are members of 

the Society of Consumer Affairs Professionals International 

(SOCAP). Formed in 1973, SOCAP is composed of over 2,000 

best-in-class customer care executives and professionals 

from over 100 brand name companies throughout the U.S. 

and Canada. SOCAP is committed to promoting customer 

care and engagement as competitive advantages. However, 

SOCAP International does not investigate or accept individual 

consumer complaints. SOCAP members are identified in the 

automotive and corporate directories by the SOCAP logo (see 

Key at right). For more information, contact SOCAP (p.138).

t

 E-mail

Provided financial support for the publication 

of the 2014 Consumer Action Handbook.

SOCAP International Member

TTY Numbers for people with hearing disabilities. 

For more information see the box on page 59.

KEY:

PART IV: Consumer Assistance Directory ................62

Automotive Manufacturers..........................................63

Automotive Dispute Resolution Programs......................... 64

Better Business Bureaus..............................................65

Corporate Consumer Contacts....................................70

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................................................. 95

Homeland Security................................................................. 98

Housing and Urban Development ...................................... 98

Interior....................................................................................... 99

Justice....................................................................................... 99

Labor.......................................................................................... 99

State......................................................................................... 100

Transportation....................................................................... 100

Treasury...................................................................................101

Veterans Affairs.....................................................................101

Environmental Protection Agency........................................102

Equal Employment Opportunity Commission....................102

Federal Communications Commission...............................102

Federal Deposit Insurance Corporation .............................103

Federal Maritime Commission ..............................................103

Federal Reserve System..........................................................103

Federal Trade Commission....................................................103

General Services Administration.........................................103

National Credit Union Administration.................................104

Office of Personnel Management.........................................104

Pension Benefit Guaranty Corporation...............................104

Securities and Exchange Commission ...............................104

Small Business Administration............................................104

Social Security Administration.............................................104

U.S. Commodity Futures Trading Commission.................104

U.S. Postal Service...................................................................104

National Consumer Organizations............................ 105

State, County, and City 

Consumer Protection Offices.................................... 107

State Banking Authorities ......................................... 120

State Insurance Regulators........................................ 124

State Securities Administrators ................................ 128

State Utilities Commissions ...................................... 132

Trade & Professional Associations ........................... 136

Index............................................................................ 139
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 63

AUTOMOTIVE MANUFACTURERS

Acura

1919 Torrance Blvd. 

Mail Stop 500-2N7E

Torrance, CA 90501-2746

Toll free: 1-800-382-2238

: acr@ahm.acura.com

www.acura.com

American Honda Motor 

Company, Inc. 

1919 Torrance Blvd.

Mail Stop 500-2N-7A

Torrance, CA 90501-2746

Toll free: 1-800-999-1009

www.honda.com

American Suzuki Motor 

Corporation 

PO Box 1100

Brea, CA 92822

714-572-1490 (Motorcycle/ATV/Marine)

Toll free: 1-800-934-0934 (Automotive)

www.suzuki.com

Audi of America, Inc. 

3800 Hamlin Rd.

Auburn Hills, MI 48326

Toll free: 1-800-822-2834

www.audiusa.com

BMW of North America, LLC 

300 Chestnut Ridge Rd.

Woodcliff Lake, NJ 07677-7731

Toll free: 1-800-831-1117

: customerrelations@bmwusa.

com

www.bmwusa.com

Buick 

PO Box 33136

Detroit, MI 48232-5136

Toll free: 1-800-521-7300

www.buick.com

Cadillac

PO Box 33169

Detroit, MI 48232-5169

Toll free: 1-800-458-8006

www.cadillac.com

Chevrolet

PO Box 33170

Detroit, MI 48232-5170

Toll free: 1-800-222-1020

www.chevrolet.com

Chrysler Group, LLC 

PO Box 21-8004

Auburn Hills, MI 48321-8004

Toll free: 1-800-247-9753

www.chrysler.com

Dodge 

PO Box 21-8007

Auburn Hills, MI 48321-8007

Toll free: 1-800-423-6343

www.dodge.com

Ferrari North America, Inc.

250 Sylvan Ave.

Englewood Cliffs, NJ 07632

201-816-2600

Toll free: 1-866-551-2828

: support@ferrarisupport.com

www.ferrari.com

Ford Motor Company 

PO Box 6248

Dearborn, MI 48126

Toll free: 1-800-392-3673

TTY: 1-800-232-5952

www.ford.com

GMC 

PO Box 33172

Detroit, MI 48232-5172

Toll free: 1-800-462-8782

www.gmc.com

Harley-Davidson USA

3700 W. Juneau Ave.

Milwaukee, WI 53208

Toll free: 1-800-258-2464

www.harley-davidson.com

Hyundai Motor America 

PO Box 20850

Fountain Valley, CA 92728-0850

714-965-3000

Toll free: 1-800-633-5151

: consumeraffairs@hmausa.com

www.hyundaiusa.com

Infiniti

See: Nissan North America, Inc.

Toll free: 1-800-662-6200

www.infiniti.com

Isuzu Motors America, LLC

1400 S. Douglass Rd., Suite 100

Anaheim, CA 92806

714-935-9300

Toll free: 1-800-255-6727

www.isuzu.com

Jaguar Cars 

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-452-4827

www.jaguarusa.com

Jeep 

See: Chrysler Group, LLC

Toll free: 1-877-426-5337

www.jeep.com/en

Kawasaki Motor Corporation, USA

PO Box 25252

Santa Ana, CA 92799-5252

Toll free: 1-866-802-9381

www.kawasaki.com

Kia Motors America, Inc. 

PO Box 52410

Irvine, CA 92619-2410

Toll free: 1-800-333-4542

www.kia.com

Land Rover 

Customer Relationship Center

555 MacArthur Blvd.

Mahwah, NJ 07430

Toll free: 1-800-637-6837

www.landroverusa.com

Contacting Your Automotive Manufacturer

If you have a problem with a car purchased from a local dealer, first try to work 

it out with the dealer. If the problem is not resolved, contact the manufacturer’s 

regional or national office. Ask for the Consumer Affairs Office. 

If you are still unsuccessful, consider contacting the automotive dispute 

resolution resources listed at the end of this section. The method used to 

resolve your dispute may be mediation, arbitration, or conciliation. Decisions 

of arbitrators are usually binding and must be accepted by both the customer 

and the business. Ask for a copy of the rules of the program before you file your 

case. See page 55 for an overview of dispute resolution programs.

A local or state consumer agency (p. 107) could also be a useful resource in 

resolving problems with your vehicle. If you have a new vehicle, be sure to ask 

whether you have any protection under a state “lemon” law (p. 11).

AUTOMOTIVE
64 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Lexus

PO Box 2991

Mail Drop L201

Torrance, CA 90509-2991

Toll free: 1-800-255-3987

www.lexus.com

Lincoln

See: Ford Motor Company

Toll free: 1-800-521-4140

www.lincoln.com

Mazda North American Operations

PO Box 19734

Irvine, CA 92623-9734

Toll free: 1-800-222-5500

www.mazdausa.com

Mercedes-Benz USA, LLC 

Three Mercedes Dr.

Montvale, NJ 07645

Toll free: 1-800-367-6372

www.mbusa.com

Mercury

PO Box 6128

Dearborn, MI 48121

Toll free: 1-800-521-4140

www.mercuryvehicles.com

Mitsubishi Motors North America, 

Inc. 

PO Box 6400

Cypress, CA 90630-9998

Toll free: 1-888-648-7820

www.mitsubishicars.com

Nissan North America, Inc. 

PO Box 685003

Franklin, TN 37068-5003

Toll free: 1-800-647-7261

www.nissanusa.com

Oldsmobile

PO Box 33171

Detroit, MI 48232-5171

Toll free: 1-800-442-6537

TTY: 1-800-833-9935

: cac@oldsmobile.com

www.oldsmobile.com

Pontiac

See: GMC

Detroit, MI 48232-5172

Toll free: 1-800-762-2737

: cac@pontiac.com

www.pontiac.com

Porsche Cars North America, Inc.

Owner Relations

980 Hammond Dr., Suite 1000

Atlanta, GA 30328

Toll free: 1-800-767-7243

www.porsche.com/usa

Saturn

PO Box 33173

Detroit, MI 48232-5173

Toll free: 1-800-553-6000

: cac@saturn.com

www.saturn.com

Smart USA

See: Mercedes-Benz USA, LLC

Toll free: 1-800-762-7887

www.smartusa.com

Subaru of America, Inc. 

Subaru Plaza

PO Box 6000

Cherry Hill, NJ 08034-6000

Toll free: 1-800-782-2783

www.subaru.com

Toyota Motor Sales U.S.A., Inc. 

Department WC 11

19001 S. Western Ave.

Torrance, CA 90501

310-468-4000

Toll free: 1-800-331-4331

www.toyota.com

Volkswagen Group of 

America, Inc. 

3800 Hamlin Rd.

Auburn Hills, MI 48326

Toll free: 1-800-822-8987

www.vw.com

Volvo Cars of North America, LLC 

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 50436-0152

641-585-3535

Toll free: 1-800-537-1885

: info@winnabagoind.com

www.winnebagoind.com

Yamaha Motor Corporation

Customer Relations

6555 Katella Ave.

Cypress, CA 90630

714-761-7435

Toll free: 1-800-962-7926 

Toll free: 1-800-252-5265 (Yamaha 

Card)

www.yamaha-motor.com

Automotive Dispute Resolution 

Programs

BBB AUTO LINE

Council of Better Business Bureaus, 

Inc.

3033 Wilson Blvd., Suite 600

Arlington, VA 22201

703-276-0100

Toll free: 1-800-955-5100

www.bbb.org/us/auto-line-lemonlaw

The BBB AUTO LINE is a dispute 

resolution program for consumers with 

“lemon” law complaints. The program 

covers car warranty issues against 

participating manufacturers.

Consumer Financial Protection 

Bureau (CFPB)

1700 G St., NW

Washington, DC 20552

202-435-7000

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov

The CFPB supervises and accepts 

complaints related to your vehicle 

loans and financing problems or if you 

encountered problems while shopping 

for your vehicle loan.

DOT Auto Safety Hotline

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236

TTY: 1-800-424-9153

www.nhtsa.gov/Contact

Consumers who experience a safety 

defect in their vehicles, tires, and child 

safety seats 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
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 65

BETTER BUSINESS BUREAUS

Council

Arlington

3033 Wilson Blvd., Suite 600

Arlington, VA 22201

703-276-0100

Alabama

Birmingham

1210 S. 20th St.

Birmingham, AL 35205

205-558-2222

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

960 S. Schillinger Rd., Suite I

Mobile, AL 36695

251-433-5494

Alaska

Anchorage

341 W. Tudor Rd., Suite 209

Anchorage, AK 99503

907-562-0704

Arizona

Phoenix

4428 N. 12th St.

Phoenix, AZ 85014

602-264-1721

Prescott

1569 W. Gurley St.

Prescott, AZ 86305

928-772-3410

Tucson

5151 E. Broadway Blvd., Suite 100

Tucson, AZ 85711

520-888-5353

Yuma

350 W. 16th St., Suite 205

Yuma, AZ 85364

928-772-3410

Arkansas

Little Rock

12521 Kanis Rd.

Little Rock, AR 72211

501-664-7274

California

Bakersfield

1601 H St., Suite 101

Bakersfield, CA 93301

661-322-2074

Fresno

4201 W. Shaw Ave., Suite 107

Fresno, CA 93722

559-222-8111

Los Angeles

: help@la.bbb.org

Oakland

1000 Broadway, Suite 625

Oakland, CA 94607

510-844-2000

Placentia

550 W. Orangethorpe Ave.

Placentia, CA 92870

714-985-8922

Sacramento

3075 Beacon Blvd.

West Sacramento, CA 95691

916-443-6843

San Diego

4747 Viewridge Ave., Suite 200

San Diego, CA 92123

858-496-2131

San Jose

1112 S. Bascom Ave.

San Jose, CA 95128

408-278-7400

Santa Barbara

PO Box 129

Santa Barbara, CA 93102

805-963-8657

BETTER BUSINESS BUREAUS

Contacting Your Local Better Business Bureau

Better Business Bureaus (BBBs) are non-profit organizations that encourage 

honest advertising and selling practices, and are supported primarily by local 

businesses. BBBs offer a variety of consumer services, including consumer 

education materials; business reports, researching unanswered consumer

complaints or other problems; mediation and arbitration services; and

information about charities and other organizations that are seeking public 

donations. They also provide ratings (A, B, C, D, or F) of local companies to 

express the BBB’s confidence that the company operates in a trustworthy 

manner and demonstrates a willingness to resolve customer concerns.

Complaints should be submitted in writing so that an accurate record exists of 

the dispute. The BBB will then present the complaint to the company involved. 

If the complaint is not resolved, the BBB may offer an alternative dispute 

settlement process. BBBs do not judge or rate individual products or brands, 

handle employer/employee wage disputes, or give legal advice.

If you need help with a consumer question or complaint, contact your local BBB 

or visit its website.

BBBOnLine (www.bbb.org/online) provides Internet users an easy way to 

verify the legitimacy of online businesses. Companies carrying the BBBOnLine

seal have been checked out by the BBB and agree to resolve customer concerns.

The Council of Better Business Bureaus, the umbrella organization for the 

BBBs, can assist with complaints about the truthfulness and accuracy of 

national advertising claims, including children’s advertising; provide reports

on national soliciting charities; and help to settle disputes with automobile

manufacturers through the BBB Auto Line program (p. 64).
66 

BETTER BUSINESS BUREAUS

Colorado

Colorado Springs

25 N. Wahsatch Ave.

Colorado Springs, CO 80903

719-636-1155

Denver

1020 Cherokee St.

Denver, CO 80204-4039

303-758-2100

Fort Collins

8020 S. County Rd. 5, Suite 100

Fort Collins, CO 80528

970-484-1348

Pueblo

503 N. Main St., Suite #106 LL 

Pueblo, CO 81003

719-542-1605

Connecticut

Wallingford

94 S. Turnpike Rd.

Wallingford, CT 06492

203-269-2700

Delaware

Wilmington

60 Reads Way

New Castle, DE 19720

302-221-5255

District Of Columbia

Washington

1411 K St., NW, Suite 1000

Washington, DC 20005

202-393-8000

Florida

Clearwater

2655 McCormick Dr.

Clearwater, FL 33759

727-535-5522

Jacksonville

4417 Beach Blvd., Suite 202

Jacksonville, FL 32207-4783

904-721-2288

Miami

14750 N.W. 77 Ct., Suite 317

Miami Lakes, FL 33016

305-827-5363

Orlando

1600 S. Grant St.

Longwood, FL 32750

407-621-3300

Pensacola

912 E. Gadsden St.

Pensacola, FL 32501

850-429-0002

Stuart

101 E. Ocean Blvd., Suite 202

Stuart, FL 34994

772-223-1492

West Palm Beach

4411 Beacon Circle, Suite 4

West Palm Beach, FL 33407

561-842-1918

Georgia

Atlanta

503 Oak Pl., Suite 590

Atlanta, GA 30349

404-766-0875

Augusta

1227 Augusta West Pkwy., Suite 15

Augusta, GA 30909

706-210-7676

Columbus

PO Box 2587

Columbus, GA 31902

706-324-0712

Macon

277 Martin Luther King, Jr. Blvd.

Suite 102

Macon, GA 31201

478-742-7999

Savannah

6555 Abercorn St., Suite 120

Savannah, GA 31405-5817

912-354-7521

Hawaii

Honolulu

1132 Bishop St., Suite 615

Honolulu, HI 96813-2813

808-536-6956

Idaho

Boise

1200 N. Curtis Rd.

Boise, ID 83706

208-342-4649

Idaho Falls

420 Memorial Dr.

Idaho Falls, ID 83402

208-523-9754

Illinois

Chicago

330 N. Wabash Ave., Suite 3120

Chicago, IL 60611

312-832-0500

Peoria

112 Harrison St.

Peoria, IL 61602

309-688-3741

Rockford

401 W. State St., Suite 500

Rockford, IL 61101

815-963-2222

Indiana

Evansville

3101 N. Green River Rd., Suite 410

Evansville, IN 47715

812-473-0202

Fort Wayne

4011 Parnell Ave.

Fort Wayne, IN 46805

260-423-4433

Indianapolis

151 N. Delaware St., Suite 2020

Indianapolis, IN 46204-2599

317-488-2222

Osceola

10775 McKinley Hwy., Suite B

Osceola, IN 46561

574-675-9351

Schereville

222 Indianapolis Blvd., Suite 201-A

Schereville, IN 46375

219-227-8400

Iowa

Bettendorf

2435 Kimberly Rd., Suite 245 S

Bettendorf, IA 52722

515-243-8137

Cedar Rapids

1239 1st Ave., SE, Suite A

Cedar Rapids, IA 52402

515-243-8137

Des Moines

505 5th Ave., Suite 950

Des Moines, IA 50309

515-243-8137

Kansas

Wichita

345 N. Riverview St., Suite 720

Wichita, KS 67203

316-263-3146

 www.USA.gov
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 67

BETTER BUSINESS BUREAUS

Kentucky

Lexington

1390 Olivia Ln., Suite 100

Lexington, KY 40511

859-259-1008

Louisville

844 S. Fourth St.

Louisville, KY 40203

502-583-6546

Louisiana

Alexandria

5220-C Rue Verdun

Alexandria, LA 71303

318-473-4494

Baton Rouge

748 Main St.

Baton Rouge, LA 70802-5526

225-346-5222

Houma

801 Barrow St., Suite 400

Houma, LA 70360

985-868-3456

Lafayette

4007 W. Congress St., Suite B

Lafayette, LA 70506

337-981-3497

Lake Charles

2309 E. Prien Lake Rd.

Lake Charles, LA 70601

337-478-6253

Monroe

1900 N. 18th St., Suite 411 

Monroe, LA 71201

318-387-4600

New Orleans

710 Baronne St., Suite C

New Orleans, LA 70113

504-581-6222

Shreveport

2006 E. 70th St.

Shreveport, LA 71105

318-797-1330

Maryland

Baltimore

502 S. Sharp St., Suite 1200

Baltimore, MD 21201

410-347-3990

Massachusetts

Marlborough

290 Donald Lynch Blvd., Suite 102

Marlborough, MA 01752-4705

508-652-4800

Worcester

6 Park Ave., Suite 100

Worcester, MA 01605

Toll free: 1-866-566-9222

Michigan

Detroit

26777 Central Park Blvd., Suite 100

Southfield, MI 48076-4163

248-223-9400 

Grand Rapids

2627 E. Beltline Ave., SE, Suite 320

Grand Rapids, MI 49546

616-774-8236

Minnesota

Minneapolis/St. Paul

220 S. River Ridge Circle 

Burnsville, MN 55337

651-699-1111

Mississippi

Jackson

505 Avalon Way, Suite B

Brandon, MS 39047

601-398-1700

Missouri

Columbia

3610 Buttonwood Dr., Suite 200

Columbia, MO 65201

573-886-8965

Kansas City

8080 Ward Pkwy., Suite 401

Kansas City, MO 64114

816-421-7800

Springfield

430 S. Glenstone Ave., Suite A

Springfield, MO 65802

417-862-4222

St. Louis

211 N. Broadway, Suite 2060

St. Louis, MO 63102

314-645-3300

Nebraska

Lincoln

300 N. 44 St.

Lincoln, NE 68503

402-436-2345

Omaha

11811 P St.

Omaha, NE 68137

402-391-7612

Nevada

Las Vegas

6040 S. Jones Blvd.

Las Vegas, NV 89118

702-320-4500

Reno

4834 Sparks Blvd., Suite 102

Sparks, NV 89436

775-322-0657

New Hampshire

Concord

48 Pleasant St.

Concord, NH 03301

603-224-1991

New Jersey

Trenton

1262 Whitehorse Hamilton Square Rd.

Bldg. A, Suite 202

Hamilton, NJ 08690-3596

609-588-0808

New Mexico

Albuquerque

2625 Pennsylvania St., NE, Suite 2050

Albuquerque, NM 87110-3658

505-346-0110

Farmington

308 N. Locke Ave.

Farmington, NM 87401-5855

505-326-6501

New York

Amherst/Buffalo

100 Bryant Woods South

Amherst, NY 14228

716-881-5222

Farmingdale/Long Island

399 Conklin St., Suite 300

Farmingdale, NY 11735

516-420-0500

New York

30 E. 33rd St., 12th Floor

New York, NY 10016

212-533-6200

Rochester

16 E. Main St., Suite 800

Reynolds Arcade Building

Rochester, NY 14614

716-881-5222

Tarrytown

150 White Plains Rd., Suite 107

Tarrytown, NY 10591-5521

914-333-0550

BETTER BUSINESS BUREAUS
68 www.USA.gov 

BETTER BUSINESS BUREAUS

North Carolina

Asheville

112 Executive Park

Asheville, NC 28801

828-253-2392

Charlotte

13860 Ballantyne Corporate Place

Suite 225

Charlotte, NC 28277

704-927-8611

Greensboro

529 College Rd., Suite G

Greensboro, NC 27410

336-852-4240

Raleigh

5540 Munford Rd., Suite 130

Raleigh, NC 27612-2655

919-277-4222

Winston-Salem

500 W. 5th St., Suite 202

Winston-Salem, NC 27101-2728

336-725-8348

Ohio

Akron

222 W. Market St.

Akron, OH 44303

330-253-4590

Canton

1434 Cleveland Ave., NW

Canton, OH 44703

330-454-9401

Cincinnati

7 W. 7th St., Suite 1600

Cincinnati, OH 45202

513-421-3015

Cleveland

2800 Euclid Ave., 4th Floor

Cleveland, OH 44115

216-241-7678

Columbus

1169 Dublin Rd.

Columbus, OH 43215-1005

614-486-6336

Dayton

15 W. Fourth St., Suite 300

Dayton, OH 45402

937-222-5825

Lima

219 N. McDonel St.

Lima, OH 45801

419-223-7010

Toledo

Integrity Place

7668 King’s Pointe Rd.

Toledo, OH 43617

419-531-3116

Youngstown

PO Box 1495

Youngstown, OH 44501

330-744-3111

Oklahoma

Oklahoma City

17 S. Dewey St.

Oklahoma City, OK 73102-2400

405-239-6081

Tulsa

1722 S. Carson Ave., Suite 3200

Tulsa, OK 74119

918-492-1266

Oregon

Lake Oswego

4004 S.W. Kruse Way Pl., Suite 375

Lake Oswego, OR 97035

503-212-3022

Pennsylvania

Bethlehem

50 W. North St.

Bethlehem, PA 18018

610-866-8780

Harrisburg

1337 N. Front St.

Harrisburg, PA 17102

717-364-3250

Philadelphia

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

215-985-9313

Pittsburgh

400 Holiday Dr., Suite 220

Pittsburgh, PA 15220

Toll free: 1-877-267-5222

Scranton/ Wilkes Barre

1054 Oak St.

Scranton, PA 18508

570-342-5100

Puerto Rico

San Juan

530 Avenida De La Constitucion, #206

San Juan, PR 00901

787-289-8710

South Carolina

Columbia

2442 Devine St.

Columbia, SC 29205

803-254-2525

Conway

1121 3rd Ave.

Conway, SC 29526

843-488-2227

Greenville

408 N. Church St., Suite C

Greenville, SC 29601

864-242-5052

South Dakota

Sioux Falls

300 N. Phillips Ave., Suite 202

Sioux Falls, SD 57104

605-271-2066

Tennessee

Chattanooga

508 N. Market St.

Chattanooga, TN 37405

423-266-6144

Clarksville

214 Main St.

Clarksville, TN 37040

931-503-2222

Columbia

502 N. Garden St., Suite 201

Columbia, TN 38401

931-388-9222

Cookeville

18 N. Jefferson St.

Cookeville, TN 38501

931-520-0008

Franklin

367 Riverside Dr., Suite 110

Franklin, TN 37064

615-250-7431

Knoxville

255 N. Peters Rd., Suite A

Knoxville, TN 37923

865-692-1600

Memphis

3693 Tyndale Dr.

Memphis, TN 38125

901-759-1300

Murfreesboro

530 Uptown Square

Murfreesboro, TN 37129

615-242-4222
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 69

BETTER BUSINESS BUREAUS

Nashville

201 4th Ave. N., Suite 100

Nashville, TN 37219

615-242-4222

Texas

Abilene

3300 S. 14th St., Suite 307

Abilene, TX 79605-5052

325-691-1533

Amarillo

720 S. Tyler St., Suite B112

Amarillo, TX 79101

806-379-6222

Austin

1005 La Posada Dr.

Austin, TX 78752

512-445-2911

Beaumont

550 Fannin St., Suite 100

Beaumont, TX 77701

409-835-5348

College Station

418 Tarrow St.

College Station, TX 77840-1822

979-260-2222

Corpus Christi

719 S. Shoreline, Suite 304

Corpus Christi, TX 78401

361-852-4949

Dallas

1601 Elm St., Suite 3838

Dallas, TX 75201

214-220-2000

El Paso

550 E. Paisano

El Paso, TX 79901

915-577-0191

Fort Worth

1300 Summit Ave., Suite 101

Fort Worth, TX 76102

817-332-7585

Houston

1333 W. Loop South, Suite 1200

Houston, TX 77027

713-868-9500

Longview

102 Commander Dr., Suite 7

Longview, TX 75605

903-758-3222

Lubbock

3333 66th St.

Lubbock, TX 79413

806-763-0459

Midland

306 W. Wall St., Suite 1350

Midland, TX 79701

432-563-1880

San Angelo

3134 Executive Dr., Suite A

San Angelo, TX 76904

325-949-2989

San Antonio

425 Soledad St., Suite 500

San Antonio, TX 78205

210-828-9441

Tyler

3600 Old Bullard Rd.

Building 1, Suite 101

Tyler, TX 75701

903-581-5704

Waco

200 W. Hwy 6, Suite 225

Waco, TX 76712

254-755-7772

Weslaco

502 E. Expressway 83, Suite C

Weslaco, TX 78596

956-968-3678

Wichita Falls

2107 Kemp Blvd.

Wichita Falls, TX 76309

940-691-1172

Utah

Salt Lake City

5673 S. Redwood Rd., Suite 22

Salt Lake City, UT 84123

801-892-6009

Virginia

Norfolk

586 Virginian Dr.

Norfolk, VA 23505

757-531-1300

Richmond

720 Moorefield Park Dr., Suite 300

Richmond, VA 23236

804-648-0016

Roanoke

5115 Bernard Dr., Suite 202

Roanoke, VA 24018

540-342-3455

Washington

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

Madison

14 W. Mifflin St., Suite 220

Madison, WI 53703

608-268-2221

Milwaukee

10101 W. Greeenfield Ave., Suite 125

Milwaukee, WI 53214

414-847-6000

BETTER BUSINESS BUREAUS
70 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

CORPORATE CONSUMER CONTACTS

A

AAMCO Transmissions, Inc.

Consumer Affairs

201 Gibraltar Rd.

Horsham, PA 19044

Toll free: 1-800-523-0401

www.aamco.com

Abbott Nutrition Products Division 

Consumer Relations

625 Cleveland Ave.

Columbus, OH 43215-1754

Toll free: 1-800-227-5767

www.abbottnutrition.com

ABC, Inc.

Audience Relations Dept.

PO Box 3000

Neenah, WI 54957

818-460-7477

www.abc.com

Abercrombie & Fitch 

Customer Service

200 Abercrombie Way

New Albany, OH 43054

614-219-5380

Toll free: 1-866-681-3115

: abercrombie@abercrombie.com

www.abercrombie.com

Accor North America

4001 International Pkwy.

Carrollton, TX 75007

972-360-9000

www.accor-na.com

Adidas America, Inc.

Customer Service

5055 N. Greeley Ave.

Portland, OR 97217

Toll free: 1-800-448-1796

: consumer.relations@adidas.com

www.adidas.com

Adobe Systems, Inc.

345 Park Ave.

San Jose, CA 95110-2704

408-536-6000

Toll free: 1-800-833-6687 (Customer and 

Technical Support)

www.adobe.com

Aetna, Inc.

151 Farmington Ave.

Hartford, CT 06156

Toll free: 1-800-872-3862

www.aetna.com

Aflac

1932 Wynnton Rd.

Columbus, GA 31999

Toll free: 1-800-992-3522

www.aflac.com

AirTran Airways, Inc.

Customer Relations

5230 Clipper Dr., Suite 200

GC 4RC

Atlanta, GA 30349-8127

Toll free: 1-866-247-2428

Toll free: 1-800-965-2107 ext. 8900 

(Baggage)

TTY: 1-800-868-8833 

www.airtran.com

Alamo Rent A Car

Customer Care

8420 St. John Industrial Dr.

Saint Louis, MO 63114

Toll free: 1-888-233-8749 

TTY: 1-800-522-9292

www.alamo.com

Alaska Airlines

Customer Care

PO Box 24948-SEAGT

Seattle, WA 98124-0948

Toll free: 1-800-654-5669

Toll free: 1-877-815-8253 (Baggage)

TTY: 1-800-682-2221 

www.alaskaair.com

Albertsons, Inc.

Customer Service

250 Parkcenter Blvd.

Boise, ID 83706

Toll free: 1-877-932-7948

: albertsonscustomercare@

albertsons.com

www.albertsons.com

Alcon Laboratories, Inc. 

Customer Service

6201 South Fwy.

Fort Worth, TX 76134-2001

Toll free: 1-800-862-5266

www.alconlabs.com

Allied Van Lines, Inc.

Customer Service

700 Oakmont Ln.

Westmont, IL 60559

Toll free: 1-800-470-2851 

: custsvc@alliedvan.com

www.allied.com

Allstate Insurance Company

PO Box 12055

1819 Electric Rd., SW

Roanoke, VA 24018

Toll free: 1-800-255-7828 

TTY: 1-800-877-8973

www.allstate.com

Amana Appliances

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-866-616-2664

www.amana.com

Amazon.com, Inc.

Customer Service

PO Box 81226

Seattle, WA 98108-1226

Toll free: 1-866-216-1072

www.amazon.com

Contacting Corporate Consumer Affairs Departments

The following directory lists the addresses and phone numbers for hundreds 

of corporations. Many companies have a consumer affairs department that 

handles consumer questions and concerns. Consumer affairs offices are set 

up within companies because they want to hear from you. If you do not find the 

company you are looking for, try checking your public libraries for the following 

resources:

•	 The Standard & Poor’s Register of Corporations, Directors and Executives

•	 Trade Names Directory

•	 Standard Directory of Advertisers

•	 Dun & Bradstreet Directory

To identify the name of a company that manufactures a specific product, check 

the product label and other documents given to you at the time of your purchase. 

ThomasNet, an online database of manufacturers, might also be helpful.

If you have a complaint about an item or service, it is usually best to go back to 

the seller BEFORE you contact the companies in this directory. Follow up with 

a letter, phone call, or e-mail message to the consumer affairs department of 

the company to let it know about your complaint and whether the seller was 

able to resolve your problem. You may express your complaint on a company’s 

social media profile to get quick attention to your problem.
 SOCAP International Member 2014 Consumer Action Handbook 71

CORPORATE CONSUMER CONTACTS

AMC Entertainment, Inc.

PO Box 725489

Atlanta, GA 31139-9923

www.amctheatres.com

American Airlines, Inc.

Customer Relations

PO Box 619612 Mail Drop 2400

Dallas/Fort Worth Airport, TX 

75261-9612

817-967-2000

Toll free: 1-800-535-5225 (Baggage)

www.aa.com

American Automobile 

Association (AAA) 

Member Relations

1000 AAA Dr., Mail Space 61

Heathrow, FL 32746

407-444-8402

Toll free: 1-866-636-2377

www.aaa.com

American Eagle Outfitters

Customer Service

77 Hot Metal St.

Pittsburgh, PA 15203

Toll free: 1-888-232-4535

www.ae.com

American Express Company 

Customer Service

PO Box 981535

El Paso, TX 79998-1535

Toll free: 1-800-528-4800

Toll free: 1-877-297-4438 (Gift Cards)

TTY: 1-800-221-9950

www.americanexpress.com

American Girl 

PO Box 620497

Middleton, WI 53562-0497

Toll free: 1-800-360-1861

www.americangirl.com

American Greetings Corporation

Consumer Relations

One American Rd.

Cleveland, OH 44144

Toll free: 1-800-777-4891 (Consumer 

Products)

: consumer.relations@amgreetings.

com

www.americangreetings.com

American Tourister

See: Samsonite Corporation

Toll free: 1-800-765-2247

Toll free: 1-800-262-8282 (Warranty and 

Repair)

: questions@

americantourister.com

www.americantourister.com

America Online, Inc.

Member Services

22000 AOL Way

Dulles, VA 20166

Toll free: 1-800-827-6364 

TTY: 1-800-759-3323

www.aol.com

Amtrak

Customer Relations

60 Massachusetts Ave., NE

Washington, DC 20002

Toll free: 1-800-872-7245

TTY: 1-800-523-6590

www.amtrak.com

Amway Corporation

Customer Service - North American 

Business Region

7575 Fulton St., E

Ada, MI 49355-0001

Toll free: 1-800-253-6500 

Toll free: 1-800-529-8772 (Personalized 

Health)

TTY: 1-800-548-3878

www.amway.com

Andersen Windows, Inc. 

Window Care Call Center

100 4th Ave., N

Bayport, MN 55003-1096

Toll free: 1-888-888-7020 (Service)

www.andersenwindows.com

Angie’s List

1030 E Washington St.

Indianapolis, IN 46202

Toll free: 1-888-944-5478

www.angieslist.com

Anheuser-Busch, Inc. 

Customer Relationship Group

One Busch Pl.

St. Louis, MO 63118

Toll free: 1-800-342-5283

www.anheuser-busch.com

Anthem/Blue Cross Blue Shield

www.anthem.com

Applebee’s

8140 Ward Pkwy.

Kansas City, MO 64114

Toll free: 1-888-592-7753

www.applebees.com

Apple Computer, Inc.

One Infinite Loop

Cupertino, CA 95014

Toll free: 1-800-676-2775 (Customer 

Service)

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

Arby’s Restaurant Group, Inc.

1155 Perimeter Center W, 12th Floor

Atlanta, GA 30338

678-514-4100

www.arbys.com

Atlas World Group, Inc.

Customer Service

1212 Saint George Rd.

Evansville, IN 47711-2364

Toll free: 1-800-638-9797

www.atlasvanlines.com

AT & T, Inc.

Customer Relations

175 E. Houston St.

San Antonio, TX 78205

210-821-4105

Toll free: 1-800-464-7928 (Wireless 

Customer Service)

www.att.com

Avis Rent-A-Car System

Customer Service

Toll free: 1-800-352-7900

TTY: 1-800-331-2323

: custserv@avis.com

www.avis.com

Avon Products, Inc.

Customer Service

777 Third Ave.

New York, NY 10017

212-282-7000

Toll free: 1-800-367-2866 

: dearavon@avon.com

www.avon.com

B

Bacardi USA, Inc. 

Consumer Affairs

2701 S. Le Jeune Rd.

Coral Gables, FL 33134

Toll free: 1-800-222-2734

www.bacardi.com

Bally Total Fitness Corporation

Member Services

PO Box 96241

Washington, DC 20090-6241

Toll free: 1-866-402-2559 

www.ballyfitness.com

Banana Republic

Customer Services

5900 N. Meadows Dr.

Grove City, OH 43123

Toll free: 1-888-277-8953

TTY: 1-888-906-1345

: custserv@bananarepublic.com

www.bananarepublic.com

CORPORATE CONSUMER CONTACTS
72 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Bank of America Corporation

PO Box 25118

Tampa, FL 33622-5118

Toll free: 1-800-432-1000

TTY: 1-800-288-4408

www.bankofamerica.com

Barnes & Noble

Toll free: 1-800-843-2665

www.bn.com

Baskin-Robbins

Toll free: 1-800-859-5339

www.baskinrobbins.com

Bassett Furniture

3525 Fairystone Park Hwy.

PO Box 626

Bassett, VA 24055

Toll free: 1-877-308-7485 (Baby 

Furniture)

Toll free: 1-800-525-7070

Toll free: 1-800-697-3259 (Mattresses)

www.bassettfurniture.com

Bayer HealthCare, LLC 

Consumer Care

36 Columbia Rd.

PO Box 1910

Morristown, NJ 07962-1910

Toll free: 1-800-331-4536

www.bayercare.com

Becton, Dickinson and Company 

Customer Service

One Becton Dr.

Franklin Lakes, NJ 07417-1880

201-847-6800

Toll free: 1-888-237-2762 

www.bd.com

Beech-Nut Nutrition Corporation 

Consumer Affairs

100 Hero Dr.

Amsterdam, NY 12010

314-436-7667

Toll free: 1-800-233-2468

: beech-nut@beech-nut.com

www.beechnut.com

Beiersdorf, Inc. 

Consumer Relations

45 Danbury Rd.

Wilton, CT 06897

Toll free: 1-800-227-4703

www.beiersdorf.us

Bellisio Foods, Inc.

Consumer Affairs

PO Box 16630

Duluth, MN 55816

: info@bellisiofoods.com

www.bellisiofoods.com

Ben & Jerry’s Homemade, Inc. 

Consumer Services

30 Community Dr.

South Burlington, VT 05403-6828

802-846-1500

www.benjerry.com

Benihana, Inc.

8750 N.W. 36th St., Suite 300

Miami, FL 33178

www.benihana.com

Best Buy Company, Inc. 

Customer Care

PO Box 9312

Minneapolis, MN 55440-9312

Toll free: 1-888-237-8289

: onlinestore@bestbuy.com

www.bestbuy.com

Best Western International, Inc.

Customer Service

PO Box 10203

Phoenix, AZ 85064

Toll free: 1-800-528-1238 

TTY: 1-800-528-2222

: customerservice@

bestwestern.com

www.bestwestern.com

BIC Corporation 

Consumer Affairs

One Bic Way, Suite 1

Shelton, CT 06484-6299

Toll free: 1-800-546-1111

www.bicworld.com

Big Lot Stores, Inc.

Customer Service

300 Phillipi Rd.

Columbus, OH 43228-5311

Toll free: 1-800-877-1253

: talk2us@biglots.com

www.biglots.com

Birds Eye Foods, Inc. 

Consumer Relations

PO Box 3900

Peoria, IL 61612

Toll free: 1-800-432-3102

www.birdseye.com

Bissell Homecare, Inc. 

Customer Service

PO Box 3606

Grand Rapids, MI 49501

Toll free: 1-800-237-7691

www.bissell.com

BJ’s Wholesale Club, Inc.

Member Care

25 Research Dr.

Westborough, MA 01581

Toll free: 1-800-257-2582

Toll free: 1-866-425-7932 (Online 

inquiries)

www.bjs.com

Black & Decker, Inc. 

Customer Service

701 E. Joppa Rd.

Joppa, MD 21286

410-716-3900

Toll free: 1-800-544-6986 

www.blackanddecker.com

Bloomingdale’s, Inc.

Customer Service

PO Box 8215

Mason, OH 45040

Toll free: 1-800-777-0000

www.bloomingdales.com

Bob Evans Farms, Inc. 

Consumer Relations

3776 S. High St.

Columbus, OH 43207

Toll free: 1-800-939-2338

www.bobevans.com

Bojangles Restaurants, Inc.

Customer Relations

9432 Southern Pine Blvd.

Charlotte, NC 28273

Toll free: 1-888-300-4265 

www.bojangles.com

BP Corporation

Consumer Relations

28301 Ferry Rd.

Warrenville, IL 60555

Toll free: 1-800-333-3991

: bpconsum@bp.com

www.bp.com

Bridgestone Retail Operations, 

LLC 

Consumer Affairs

PO Box 6397

Bloomingdale, IL 60108

Toll free: 1-800-367-3872

: firestone_consumer_affairs@

inspyresolutions.com

www.firestonecompleteautocare.

com

Brinker International

6820 LBJ Freeway

Dallas, TX 75240

972-980-9917

www.brinker.com

Brio Tuscan Grill

Guest Feedback

777 Goodale Blvd., Suite 100

Columbus, OH 43212

Toll free: 1-888-452-7286

www.brioitalian.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 73

Bristol-Myers Squibb Company 

Customer Relations

345 Park Ave.

New York, NY 10154

Toll free: 1-800-332-2056

: drug.information@bms.com

www.bms.com

British Airways

Customer Relations

PO Box 300686

Jamaica, NY 11430-0686

Toll free: 1-800-247-9297

Toll free: 1-800-828-8144 (Baggage 

Claims)

Toll free: 1-800-403-0882 (Online 

Support)

TTY: 1-866-393-0961 

www.britishairways.com

Brown-Forman Beverages 

Worldwide

Consumer Support

850 Dixie Hwy.

Louisville, TN 40210

Toll free: 1-800-753-4567

www.brown-forman.com

Brown Shoe Company, Inc.

Consumer Care

8300 Maryland Ave.

St. Louis, MO 63105

Toll free: 1-800-766-6465

: info@brownshoe.com

www.brownshoe.com

Buca di Beppo

Guest Services

4700 Millenia Blvd., Suite 400

Orlando, FL 32839

: famiglia@bucainc.com

www.bucadibeppo.com

Budget Rent A Car System, Inc.

Customer Service

Six Sylvan Way

Parsippany, NJ 07054

Toll free: 1-800-214-6094 

TTY: 1-800-826-5510

www.budget.com

Bulova Corporation

Customer Relations

One Bulova Ave.

Woodside, NY 11377

Toll free: 1-800-228-5682

: service@bulova.com

www.bulova.com

Burger King Corporation

Consumer Relations Dept.

5505 Blue Lagoon Dr.

Miami, FL 33126

Toll free: 1-866-394-2493

www.bk.com

Burlington Coat Factory Direct 

Corporation

Customer Relations Dept.

1830 Route 130 N

Burlington, NJ 08016

Toll free: 1-888-223-2628

www.burlingtoncoatfactory.com

Bush Brothers & Company 

Consumer Relations

PO Box 52330

Knoxville, TN 37950-2330

Toll free: 1-800-590-3797

: letters@bushbros.com

www.bushbeans.com

C

Calvin Klein

See: Phillips-Van Heusen Corporation

www.calvinklein.com

Campbell Soup Company 

Consumer Affairs

One Campbell Place

Camden, NJ 08103-1701

Toll free: 1-800-257-8443

www.campbellsoup.com

Canon USA, Inc.

One Canon Plaza

Lake Success, NY 11042-1198

Toll free: 1-800-652-2666

TTY: 1-866-251-3752

www.usa.canon.com

Capital One 

General Correspondence

PO Box 30285

Salt Lake City, UT 84130-0285

1-800-955-7070

TTY: 1-800-206-7986

: webinfo@capitalone.com

www.capitalone.com

Captain D’s Seafood

624 Grassmere Park Dr., Suite 30

Nashville, TN 37211

Toll free: 1-800-314-4819

www.captainds.com

Carfax, Inc.

Consumer Affairs

5860 Trinity Pkwy., Suite 600

Centerville, VA 20120

703-218-0340

: carfaxwebsupport@carfax.com

www.carfax.com/help

Carnival Cruise Lines 

Guest Relations

3655 N.W. 87th Ave.

Miami, FL 33178-2428

Toll free: 1-800-929-6400

: guestcare@carnival.com

www.carnival.com

Carrier Air Conditioning Company

Customer Relations

PO Box 4808, Carrier Pkwy.

Syracuse, NY 13221-4808

Toll free: 1-800-227-7437

www.residential.carrier.com

Carvel Corporation

Retail Stores/Food Service

11401 Century Oaks Terrace, Suite 400

Austin, TX 78758

Toll free: 1-800-322-4848

www.carvel.com

Casio, Inc.

570 Mt. Pleasant Ave.

Dover, NJ 07801

973-361-5400

Toll free: 1-800-706-2534 (Repairs)

Toll free: 1-800-435-7732 (Technical 

Support)

: memberservices@casio.com

www.casio.com

Casual Male Retail Group

Customer Service

555 Turnpike St.

Canton, MA 02021

Toll free: 1-800-746-7395

: info@casualmale.com

The CBS Television Network 

Audience Services

51 W. 52nd St.

New York, NY 10019

212-975-4321

www.cbs.com

Chanel, Inc.

Customer Care

Nine W. 57th St., 44th Floor

New York, NY 10019

Toll free: 1-800-550-0005

: customercare@chanelusa.com

www.chanel.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
74 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Chase Bank (J.P. Morgan Chase 

Bank)

PO Box 36520

Louisville, KY 40233-6520

212-270-6000 (Corporate)

Toll free: 1-800-935-9935 (Checking and 

Savings)

TTY: 1-800-242-7383

www.chase.com

Chattem, Inc. 

Consumer Affairs

PO Box 22219

Chattanooga, TN 37409

Toll free: 1-888-442-4464

www.chattem.com

Check ‘n Go

7755 Montgomery Rd., Suite 400

Cincinnati, OH 45236

Toll free: 1-888-372-9329

: comments@checkngo.com

www.checkngo.com

The Cheesecake Factory

26901 Malibu Hills Rd.

Calabasas Hills, CA 91301

818-871-3000

www.thecheesecakefactory.com

Chevron Corporation

Consumer Connection Center

PO Box 4000

Bellaire, TX 77402-4000

www.chevron.com

Chick-fil-A, Inc.

Customer Feedback

PO Box 500367

Atlanta, GA 31150

404-765-8000

Toll free: 1-866-232-2040 

www.chick-fil-a.com

Children’s Place

Customer Service

500 Plaza Dr.

Secaucus, NJ 07094

Toll free: 1-877-752-2387

www.childrensplace.com

Chili’s Grill and Bar

See: Brinker International

Toll free: 1-800-983-4637 (Guest 

Relations)

www.chilis.com

Chipotle Mexican Grill, Inc.

1401 Wynkoop St., Suite 500

Denver, CO 80202

303-595-4000

: customerservice@chipotle.com

www.chipotle.com

Choice Hotels 

Guest Relations

6811 E. Mayo Blvd., Suite 100

Phoenix, AZ 85054

Toll free: 1-800-300-8800

www.choicehotels.com

Church & Dwight Company, Inc. 

Consumer and Professional Relations

500 Charles Ewing Blvd.

Ewing, NJ 08628

Toll free: 1-800-524-1328

www.churchdwight.com

Citibank, Inc. 

Client Services

100 Citibank Dr.

San Antonio, TX 78245-9004

Toll free: 1-800-627-3999 (Banking)

Toll free: 1-800-950-5114 (Credit Cards)

TTY: 1-800-788-0002

www.citibank.com

The Clorox Company 

Consumer Services

Mail Stop 2334

1221 Broadway

Oakland, CA 94612-1888

Toll free: 1-800-835-4523 (GLAD)

Toll free: 1-800-227-1860 (Household 

Cleaners)

Toll free: 1-800-292-2200 (Laundry 

Brands)

Toll free: 1-800-426-6228 (Insecticides)

www.thecloroxcompany.com

The Coca-Cola Company 

Industry and Consumer Affairs

PO Box 1734

Atlanta, GA 30301

Toll free: 1-800-438-2653

www.thecocacolacompany.com

Coldwell Banker Real Estate 

Corporation

Customer Service

One Campus Dr.

Parsippany, NJ 07054

Toll free: 1-877-373-3829

www.coldwellbanker.com

The Colgate-Palmolive t

Company 

Consumer Affairs

300 Park Ave.

New York, NY 10022

Toll free: 1-800-468-6502

: colgate-palmolive_consumer_

affairs@colpal.com

www.colgate.com

Colonial Penn Life Insurance

Customer Service

399 Market St.

Philadelphia, PA 19181

Toll free: 1-877-877-8052 (General 

Questions)

Toll free: 1-800-523-9100 (Customer 

Service and Claims)

www.colonialpenn.com

Combe, Inc. 

Consumer Resources 

1101 Westchester Ave.

White Plains, NY 10604-3597

Toll free: 1-800-431-2610 

www.combe.com

Comcast Corporation

One Comcast Center

Philadelphia, PA 19103

Toll free: 1-800-266-2278

Toll free: 1-800-934-6489 (Xfinity)

www.comcast.com

ConAgra Foods 

Consumer Affairs

One ConAgra Dr.

Omaha, NE 68102

Toll free: 1-800-722-1344

: consumeraffairs@conagrafoods.

com

www.conagrafoods.com

Conair Cuisinart Corporation

Consumer Affairs

150 Milford Rd.

East Windsor, NJ 08520

203-351-9000

Toll free: 1-800-326-6247 (Personal Care)

Toll free: 1-800-334-4031 (Oral Care)

Toll free: 1-800-726-0190

: feedback@conair.com

www.conair.com

Costco Wholesale Corporation

Member Service

PO Box 34622

Seattle, WA 98124

Toll free: 1-800-774-2678

Toll free: 1-800-955-2292 (Online 

Members)

: customerservice@costco.com

www.costco.com

Coty Inc. 

Consumer Affairs

500 American Rd.

Morris Plains, NJ 07950

Toll free: 1-800-715-4023

Toll free: 1-800-953-5080 (Sally Hansen 

and N.Y.C. New York Color brands)

www.coty.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 75

Cox Communications

1550 W. Deer Valley Rd.

Phoenix, AZ 85027

ww2.cox.com

Cracker Barrel Old Country Store

PO Box 787

Lebanon, TN 37088-0787

Toll free: 1-800-333-9566

www.crackerbarrel.com

craigslist, Inc.

www.craigslist.org

Crate and Barrel

Customer Service Dept.

1860 W. Jefferson Ave.

Naperville, IL 60540-3918

Toll free: 1-800-967-6696

: customer_service@crateandbarrel.

com

www.crateandbarrel.com

Crayola, LLC 

Consumer Affairs

PO Box 431

Easton, PA 18044-0431

Toll free: 1-800-272-9652

www.crayola.com

Cricket Wireless

5887 Copley Dr.

San Diego, CA 92111

858-882-6000

Toll free: 1-800-274-2538

www.mycricket.com

Crowne Plaza

See: InterContinental Hotels Group, 

PLC

Toll free: 1-800-465-2680

www.crowneplaza.com

Curves International

100 Ritchie Rd.

Woodway, TX 76712

Toll free: 1-800-848-1096

www.curves.com

CVS Corporation

Customer Relations Dept.

One CVS Dr.

Woonsocket, RI 02895

401-765-1500

Toll free: 1-800-746-7287 (In-Store)

Toll free: 1-888-607-4287 (Online)

: customercare@cvs.com

www.cvs.com

D

Dairy Queen Corporation 

Customer Relations

7505 Metro Blvd.

Minneapolis, MN 55439

952-830-0200

www.dairyqueen.com

The Dannon Company, Inc. 

Consumer Response Center

PO Box 90296

Allentown, PA 18109-0296

Toll free: 1-877-326-6668

www.dannon.com

Darden Restaurants 

PO Box 695011

Orlando, FL 32859-5011

407-245-4000

: dardeninfo@darden.com 

www.darden.com

Days Inns Worldwide, Inc.

PO Box 4090

Aberdeen, SD 57401

Toll free: 1-800-441-1618

www.daysinn.com

Dean & DeLuca

Customer Care

2526 E. 36 Circle N

Wichita, KS 67219

316-821-3200

Toll free: 1-800-221-7714

: customercare@deandeluca.com

www.deandeluca.com

Dell, Inc.

Customer Service

One Dell Way

Round Rock, TX 78682

Toll free: 1-800-624-9897 (Customer 

Service)

Toll free: 1-866-243-9297 (Technical 

Support)

TTY: 1-877-335-5889

www.dell.com

Del Monte Foods Company 

Consumer Affairs

PO Box 80

Pittsburgh, PA 15230-0080

415-247-3000

Toll free: 1-800-543-3090

www.delmonte.com

Delta Air Lines, Inc. 

Customer Care

PO Box 20980

Department 980

Atlanta, GA 30320-2980

404-773-0305

404-209-3434 (Disability Assistance)

Toll free: 1-800-325-8224 (Baggage)

www.delta.com

Delta Faucets Company

55 E. 111th St.

Indianapolis, IN 46280

317-848-1812

Toll free: 1-800-345-3358

: customerservice@

deltafaucet.com

www.deltafaucet.com

Denny’s Corporation

Call Center

203 E. Main St. P-8-6

Spartanburg, SC 29319

Toll free: 1-800-733-6697 (Customer 

Service)

www.dennys.com

Dial Soap

See: Henkel Consumer Goods

www.dialsoap.com

Diamond Foods, Inc. 

Consumer Affairs

1050 S. Diamond St.

Stockton, CA 95205-7087

209-467-6000

www.diamondfoods.com

Dick’s Sporting Goods

345 Court St.

Coraopolis, PA 15108

Toll free: 1-877-846-9997

: customersupport@

dickssportinggoods.com

www.dickssportinggoods.com

Dillard’s, Inc.

Customer Service Dept.

PO Box 486

Little Rock, AR 72203

501-376-5200

Toll free: 1-800-345-5273

TTY: 1-800-444-1732

: questions@dillards.com

www.dillards.com

Diners Club International

Customer Service

PO Box 6101

Carol Stream, IL 60197-6101

Toll free: 1-800-234-6377

www.dinersclubus.com

DIRECTV Enterprises, Inc.

PO Box 6550

Greenwood Village, CO 80155-6550

Toll free: 1-800-531-5000

TTY: 1-800-779-4388

www.directv.com

Discover Financial Services, Inc.

Card Customer Service

PO Box 30943

Salt Lake City, UT 84130-0943

801-902-3100

Toll free: 1-800-347-2683

TTY: 1-800-347-7449

www.discoverfinancial.com

Dish Network

Toll free: 1-888-333-3474

: feedback@customermail.

dishnetwork.com

www.dishnetwork.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
76 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Dole Food Company, Inc. 

Consumer Center

PO Box 5700

Thousand Oaks, CA 91359-5700

Toll free: 1-800-356-3111

: Dole.Consumer.Center@dole.com

www.dole.com

Dollar Rent A Car, Inc.

Customer Service 2W2

PO Box 33167

Tulsa, OK 74153-1167

918-669-3000

Toll free: 1-800-800-5252 (Customer 

Service)

: rhelpdesk@dollar.com

: internethelpdesk@dollar.com (for 

speech and hearing impaired)

www.dollar.com

Domino’s Pizza, Inc. 

Customer Service

30 Frank Lloyd Wright Dr.

PO Box 997

Ann Arbor, MI 48106

734-930-3030

www.dominos.com

DoubleTree

See: Hilton Hospitality, Inc.

Toll free: 1-800-222-8733

TTY: 1-800-368-1133

www.doubletree.com

Dr. Pepper/Snapple Group, Inc. 

Consumer Relations

PO Box 869077

Plano, TX 75086-9077

972-673-7000

Toll free: 1-800-696-5891 

www.drpeppersnapplegroup.com

DSW

Customer Service

810 DSW Dr.

Columbus, OH 43219

Toll free: 1-866-379-7463

www.dsw.com

Dunkin Donuts 

Consumer Care

130 Royall St.

Canton, MA 02021

Toll free: 1-800-859-5339

www.dunkindonuts.com

DuPont Company

Corporate Information Center

Chestnut Run Plaza 705/GS38

PO Box 80705

Wilmington, DE 19880-0705

Toll free: 1-800-441-7515

: info@dupont.com

www.dupont.com

Duracell North America

Consumer Relations

Berkshire Corporate Park

Bethel, OH 06801

Toll free: 1-800-551-2355

www.duracell.com

E

Eagle Family Foods

Consumer Response

One Strawberry Ln.

Orrville, OH 44667

Toll free: 1-888-656-3245

www.eaglebrand.com

Eastman Kodak Company

Information Center/ Consumer Contact 

Center

343 State St.

Rochester, NY 14650

Toll free: 1-800-235-6325 (Digital 

Cameras, Printer Docks, Photo 

Printers)

Toll free: 1-800-242-2424

www.kodak.com

eBay, Inc. 

2065 Hamilton Ave.

San Jose, CA 95125

Toll free: 1-800-322-9266

www.eBay.com

Eddie Bauer, Inc.

Customer Satisfaction Center

PO Box 7001

Groveport, OH 43125

Toll free: 1-800-426-8020

TTY: 1-800-462-6757

: CustomerCare@csc.eddiebauer.

com

www.eddiebauer.com

eHarmony, Inc.

Customer Care

PO Box 3640

Santa Monica, CA 90408

Toll free: 1-800-951-2023

www.eharmony.com

E. & J. Gallo Winery 

Consumer Relations

600 Yosemite Blvd.

Modesto, CA 95354-2760

Toll free: 1-877-687-9463

: consumerrelations@ejgallo.com

www.gallo.com

The Electrolux Group

Consumer Assistance Center

2715 Washington Rd.

Augusta, GA 30909

Toll free: 1-877-435-3287

www.electrolux.com

Eli Lilly Company 

Consumer Communications

Lilly Corporate Center

Indianapolis, IN 46285

317-276-2000

Toll free: 1-800-545-5979

www.lilly.com

Elizabeth Arden, Inc. 

Consumer Affairs

309 South St.

New Providence, NJ 07974

Toll free: 1-800-326-7337

: consumer@elizabetharden.com

www.elizabetharden.com

eMachines

See: Gateway, Inc.

7565 Irvine Center Dr.

Irvine, CA 92618

Toll free: 1-800-846-2000

www.emachines.com

Embassy Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-362-2779

www.embassysuites.com

Enterprise Rent-a-Car

600 Corporate Park Dr.

Saint Louis, MO 63105-4211

Toll free: 1-800-264-6350

: customerservice@enterprise.com

www.enterprise.com

Equifax 

Office of Consumer Affairs

PO Box 740241

Atlanta, GA 30374

Toll free: 1-800-685-1111

www.equifax.com

The Estee Lauder 

Companies, Inc. 

Consumer Care

767 5th Ave.

New York, NY 10153

212-572-4200

Toll free: 1-888-378-3359

: consumercare-us@gcc.elc.estee.

com

www.elcompanies.com

Ethan Allen, Inc.

PO Box 1966

Danbury, CT 06813

Toll free: 1-888-324-3571

: orders@ethanallen.com

www.ethanallen.com

The Eureka Company

Consumer Service Dept.

PO Box 3900

Peoria, IL 61701

Toll free: 1-800-282-2886

www.eureka.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 77

Expedia, Inc. 

Customer Support

333 108th Ave., NE

Bellevue, WA 98004

Toll free: 1-800-787-7186

www.expedia.com

Experian 

National Consumer Assistance Center

PO Box 2002

Allen, TX 75013

Toll free: 1-888-397-3742

: support@experiandirect.com

www.experian.com

Express Scripts

Toll free: 1-800-631-7780

www.express-scripts.com

Exxon Mobil

Customer Relations

PO Box 1049

Buffalo, NY 14240-1049

Toll free: 1-800-243-9966

www.exxonmobil.com

F

Facebook, Inc.

1601 S. California Ave.

Palo Alto, CA 94304

650-543-4800

: info@facebook.com

www.facebook.com

Fairfield Inn

See: Marriott International, Inc.

Toll free: 1-800-721-7033

www.fairfieldinn.com

Farmers Insurance

4680 Wilshire Blvd.

Los Angeles, CA 90010

Toll free: 1-800-435-7764

TTY: 1-888-891-1660 

www.farmers.com

FedEx Corporation 

Customer Relations

3875 Airways Blvd.

Module H3 Department 4634

Memphis, TN 38116

Toll free: 1-800-463-3339

TTY: 1-800-238-4461

www.fedex.com

Fingerhut Direct Marketing, Inc.

Customer Service

6250 Ridgewood Rd.

St. Cloud, MN 56303

Toll free: 1-800-208-2500

: customerservice@fingerhut.com

www.fingerhut.com

Fisher-Price

Consumer Affairs

636 Girard Ave.

East Aurora, NY 14052

716-687-3000

Toll free: 1-800-432-5437

TTY: 1-800-382-7470

: fpconaff@fisher-price.com

www.fisher-price.com

Florsheim, Inc.

Customer Service

333 W. Estabrook Blvd.

Glendale, WI 53212

Toll free: 1-866-454-0449

: us.consumers@florsheim.com

www.florsheim.com

Flowers Foods, Inc. 

1919 Flowers Circle

Thomasville, GA 31757

229-226-9110

www.flowersfoods.com

Food Lion, Inc.

Customer Relations

PO Box 1330

Salisbury, NC 28145-1330

Toll free: 1-800-210-9569

www.FoodLion.com

Forever 21

Customer Service

3880 N. Mission Rd.

Los Angeles, CA 90031

213-741-5100

Toll free: 1-888-494-3837

www.forever21.com

Fortune Brands

Corporate Affairs Dept.

520 Lake Cook Rd.

Deerfield, IL 60015

847-484-4400

: mail@fortunebrands.com

www.fortunebrands.com

Frigidaire Home Products

PO Box 212378

Augusta, GA 30909

Toll free: 1-800-374-4432

www.frigidaire.com

Frito-Lay 

Consumer Affairs

PO Box 660634

Dallas, TX 75266-6234

972-334-7000

Toll free: 1-800-352-4477

www.fritolay.com

Frontier Airlines, Inc.

Customer Relations

7001 Tower Rd.

Denver, CO 80249-7312

Toll free: 1-800-432-1359

www.frontierairlines.com

FTD, Inc.

Customer Service

3113 Woodcreek Dr.

Downers Grove, IL 60515

630-719-7756

Toll free: 1-800-736-3383

www.ftd.com

Fuji Photo Film USA, Inc.

Consumer Information Service Center

1100 King George Post

Edison, NJ 08837

Toll free: 1-800-800-3854

www.fujifilm.com

G

Gap, Inc.

Customer Relations

100 Gap Online Dr.

Grove City, OH 43123-8605

Toll free: 1-800-427-7895

TTY: 1-888-906-1104

: custserv@gap.com

www.gap.com

Gateway, Inc.

Customer Service

PO Box 6137

Temple, TX 76503

www.gateway.com

GEICO

One GEICO Plaza

Washington, DC 20076

Toll free: 1-877-418-1312 (Car)

Toll free: 1-888-395-1200 (Home)

Toll free: 1-888-532-5433 (Life)

TTY: 1-800-833-8255

www.geico.com

General Electric Company

3135 Easton Turnpike

Fairfield, CT 06828

203-373-2211

Toll free: 1-800-626-2005

www.ge.com

General Mills, Inc. 

Consumer Services

PO Box 9452

Minneapolis, MN 55440

Toll free: 1-800-248-7310

www.generalmills.com

Georgia-Pacific Corporation 

Consumer Affairs

133 Peachtree St. NE

Atlanta, GA 30303

Toll free: 1-800-283-5547 (Consumer 

Products)

TTY: 1-800-283-5547 ext. 5

www.gp.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
78 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Gerber Products Company

Consumer Affairs

445 State St.

Fremont, MI 49413-0001

Toll free: 1-800-284-9488

www.gerber.com

Giant Food, Inc.

8301 Professional Pl., Suite 115

Landover, MD 20785

301-341-4322

Toll free: 1-888-469-4426

TTY: 301-200-8995

www.giantfood.com

GlaxoSmithKline Consumer 

Healthcare 

Consumer Information

PO Box 13398

Five Moore Dr.

Research Triangle Park, NC 27709

412-200-4000

Toll free: 1-888-825-5249 (Prescription 

Drugs)

Toll free: 1-800-245-1040 (NonPrescription)

: consumer.communications@

gsk.com

www.gsk.com

The Golden Grain Company

PO Box 049003

Chicago, IL 60604-9003

Toll free: 1-800-421-2444

Toll free: 1-800-570-8719 (in Spanish)

www.ricearoni.com

Golds Gym International

Customer Care Dept.

125 E. John Carpenter Freeway

Suite 1300

Irving, TX 75062

214-574-4653

www.goldsgym.com

Goodrich Corporation

Consumer Relations Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-788-8899

www.bfgoodrichtires.com

The Goodyear Tire Rubber 

Company

200 Innovation Way

Akron, OH 44316-0001

330-796-2121

Toll free: 1-800-321-2136

: consumer_relations@goodyear.

com

www.goodyear.com

Google.com

1600 Amphitheatre Pkwy.

Mountain View, CA 94043

650-253-0000

www.google.com

Graco Children’s Products, Inc. 

Consumer Services

710 Stockton Dr.

Exton, PA 19341

Toll free: 1-800-345-4109

www.gracobaby.com

Greyhound Lines, Inc.

PO Box 660691

Mail Stop 470

Dallas, TX 75266-0691

214-849-8966

214-849-6246 (Baggage)

Toll free: 1-800-531-5332 (in Spanish)

TTY: 1-800- 345-3109

www.greyhound.com

Guess? Inc.

Customer Service

1444 S. Alameda St.

Los Angeles, CA 90021

213-765-3100

Toll free: 1-877-444-8377

www.guess.com

Guinness Company

801 Main Ave.

Norwalk, CT 06851

203-229-2100

Toll free: 1-800-521-1591

: guinness@consumer-care.net

www.guinness.com

H

Hallmark Cards, Inc.

Consumer Affairs

PO Box 419034

Mail Drop #216

Kansas City, MO 64141

Toll free: 1-800-425-5627

www.hallmark.com

Hampton Inn & Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-426-7866

www.hamptoninn.com

H & R Block, Inc.

Customer Support

One H & R Block Way

Kansas City, MO 64105

Toll free: 1-800-472-5625

www.hrblock.com

Hanes Hosiery

Consumer Relations

PO Box 3013

Winston-Salem, NC 27102

Toll free: 1-800-225-4872

www.haneshosiery.com

Harry & David

Customer Service

2500 South Pacific Hwy.

Medford, OR 97501-2675

541-864-2121

Toll free: 1-877-322-1200

: service@harryanddavid.com

www.harryanddavid.com

Hartz Mountain Corporation

Consumer Affairs

400 Plaza Dr.

Secaucus, NJ 07094

Toll free: 1-800-275-1414

www.hartz.com

Hasbro, Inc.

Consumer Affairs 

PO Box 200

Dept. C-847

Pawtucket, RI 02862-0200

401-727-6899

Toll free: 1-800-255-5516 

: customersupport@hasbro.com

www.hasbro.com

Heinz North America 

Consumer Resource Center/Consumer 

Affairs

PO Box 57

Pittsburgh, PA 15230

Toll free: 1-800-255-5750

: heinzconsumeraffairs@us.hjheinz.

com

www.heinz.com

Henkel Consumer Goods 

19001 N. Scottsdale Rd.

Scottsdale, AZ 85255

480-754-3425

Toll free: 1-800-258-3425

www.henkelna.com

Hershey 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

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 79

Hewlett-Packard Company 

3000 Hanover St.

Bldg. 6A. Mail Stop 1247

Palo Alto, CA 94304

650-857-1501

Toll free: 1-800-474-6836

www.hp.com

Hillshire Brands 

Consumer Affairs

PO Box 3901

Peoria, IL 61612

Toll free: 1-800-261-4754 (Foodservice)

Toll free: 1-800-323-7117 (Desserts)

www.hillshirebrands.com

Hilton Garden Inn

See: Hilton Hospitality, Inc.

Toll free: 1-877-782-9444

www.hiltongardeninn.com

Hilton Hospitality, Inc.

Guest Assistance

2050 Chenault Dr.

Carrollton, TX 75006

972-770-6100

Toll free: 1-800-445-8667

TTY: 1-800-368-1133

www.hilton.com

Hitachi America, Ltd.

Customer Service

PO Box 99652

Troy, MI 48099

Toll free: 1-800-448-2244

: customerservice.ce@hal.hitachi.

com

www.hitachi.com

Holiday Inn/Holiday Inn Express

See: InterContinental Hotels Group

Toll free: 1-800-465-4329

www.holiday-inn.com

Home Depot, Inc.

Customer Care

2455 Paces Ferry Rd.

Atlanta, GA 30339-4024

Toll free: 1-800-466-3337

Toll free: 1-800-430-3376 (Website 

Questions)

: customercare@homedepot.com

www.homedepot.com

Home Goods

See: TJX Companies, Inc.

Toll free: 1-800-888-0776

www.homegoods.com

Home Shopping Network

Customer Service

PO Box 9090

Clearwater, FL 33758

Toll free: 1-800-284-3900 (Phone)

Toll free: 1-800-933-2887 (Online)

www.hsn.com

Homewood Suites

See: Hilton Hospitality, Inc.

Toll free: 1-800-225-5466

www.homewoodsuites.com

Hoover Company

TTI Floor Care North America

7005 Cochran Rd.

Glenwillow, OH 44139

Toll free: 1-800-944-9200

www.hoover.com

Hormel Foods Company 

Consumer Affairs

One Hormel Pl.

Austin, MN 55912

Toll free: 1-800-523-4635

www.hormel.com

Howard Johnson, Inc.

PO Box 4090

Aberdeen, SD 57401

Toll free: 1-800-544-9881

www.hojo.com

Humana, Inc.

PO Box 14601

Lexington, KY 40512-4601

502-580-1000

Toll free: 1-800-448-6262

www.humana.com

Hyatt Hotels & Resorts 

Consumer Affairs

9805 Q St.

Omaha, NE 68127

Toll free: 1-800-233-1234

TTY: 1-800-228-9548

www.hyatt.com

I

IBM Corporation

One New Orchard Rd.

Armonk, NY 10504-1722

914-499-1900

Toll free: 1-800-426-4968 (Customer 

Service)

TTY: 1-800-426-3383

www.ibm.com

Ikea

Customer Relations

420 Alan Wood Rd.

Conshohocken, PA 19428

Toll free: 1-888-888-4532 (In-Store)

Toll free: 1-888-434-4532 (Online)

: Customer_Care@ushelp.ikea.com

www.ikea.com

Intel

Consumer Relations

2200 Mission College Blvd.

Santa Clara, CA 95054

408-765-8080 (Headquarters)

www.intel.com

InterContinental Hotels Group 

PLC

Guest Relations

PO Box 30321

Salt Lake City, UT 84130-321

Toll free: 1-800-621-0555

www.ihgplc.com

J

Jack In The Box, Inc.

Guest Relations

9330 Balboa Ave.

San Diego, CA 92123-1516

858-571-2121

Toll free: 1-800-955-5225 

www.jackinthebox.com

Jackson Hewitt Tax Service, Inc.

Three Sylvan Way, Suite 301

Parsippany, NJ 07054

Toll free: 1-800-234-1040

www.jacksonhewitt.com

Janssen Pharmaceuticals, Inc. 

1125 Trenton-Harbourton Rd.

PO Box 200

Titusville, NJ 08560

Toll free: 1-800-526-7736

www.janssenpharmaceuticalsinc.

com

Jarden Consumer Solutions, Inc. 

Consumer Affairs

2381 Executive Center Dr.

Boca Raton, FL 34331

Toll free: 1-800-458-8407

www.sunbeam.com

JCPenney Company, Inc.

Corporate Customer Relations

PO Box 10001

Dallas, TX 75301-7311

Toll free: 1-800-322-1189 

www.jcpenney.com

J. Crew

Customer Relations

One Ivy Crescent

Lynchburg, VA 24513-1001

Toll free: 1-800-562-0258

: contactus@jcrew.com

www.jcrew.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
80 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Jenny Craig, Inc.

Customer Care

5770 Fleet St.

Carlsbad, CA 92008

760-696-4000

Toll free: 1-800-597-5366

: WebCustomerService@jennycraig.

com

www.jennycraig.com

JetBlue Airways Corporation

Customer Relations

PO Box 17435

Salt Lake City, UT 84117-7435

Toll free: 1-800-538-2583

TTY: 1-800-336-5530

www.jetblue.com

Jiffy Lube International, Inc.

Customer Service

PO Box 4427

Houston, TX 77210-4458

Toll free: 1-800-344-6933

www.jiffylube.com

John Hancock Financial Services, 

Inc.

601 Congress St.

Boston, MA 02210-2805

617-572-6000

Toll free: 1-800-732-5543

TTY: 1-800-832-5282

www.johnhancock.com

Johnson & Johnson Consumer 

Products, Inc. 

PO Box 726

Langhorne, PA 19047-0726

732-524-0400

Toll free: 1-800-526-3967

www.jnj.com

Just Born, Inc 

Consumer Relations

1300 Stefko Blvd.

Bethlehem, PA 18017

610-867-7568

Toll free: 1-888-645-3453 (Consumer 

Relations)

: consumerrelations@justborn.com

www.justborn.com

JVC Company of America 

Customer Care

1700 Valley Rd.

Wayne, NJ 07470

Toll free: 1-800-252-5722

www.jvcservice.com

K

Kao Brands Company 

Consumer Relations Dept.

2535 Spring Grove Ave.

Cincinnati, OH 45214

www.kaobrands.com

Kellogg Company t

Consumer Affairs

PO Box CAMB

Battle Creek, MI 49016

Toll free: 1-800-962-1413

www.kelloggcompany.com

KFC

1441 Gardiner Ln.

Louisville, KY 40213

Toll free: 1-800-225-5532

www.kfc.com

Kimberly-Clark Corporation 

Consumer Services

Dept. INT

PO Box 2020

Neenah, WI 54957-2020

Toll free: 1-888-525-8388

www.kimberly-clark.com

The Kirby Company 

Customer Relations

1920 W. 114th St.

Cleveland, OH 44102

Toll free: 1-800-494-8586

: consumer@kirbywhq.com

www.kirby.com

KitchenAid

Customer Experience Center

PO Box 218

St. Joseph, MI 49085

Toll free: 1-800-541-6390 

www.kitchenaid.com

Kmart Corporation

Customer Service

Toll free: 1-866-562-7848

: help@customerservice.kmart.com

www.kmart.com

Kohl’s Corporation 

Customer Service

N56 W. 17000 Ridgewood Dr.

Menomonee Falls, WI 53051

262-703-7000

Toll free: 1-866-887-8884

Toll free: 1-800-564-5740 (Credit)

: customer.service@kohls.com

www.kohls.com 

Kohler Company

444 Highland Dr.

Kohler, WI 53044

920-457-4441

Toll free: 1-800-456-4537 

www.kohler.com

Kraft Foods, Inc. 

Consumer Relations

One Kraft Court

Glenview, IL 60025

Toll free: 1-877-535-5666

www.kraftfoods.com

Kroger Company

1014 Vine St.

Cincinnati, OH 45202-1100

Toll free: 1-800-576-4377

www.kroger.com

L

LA Fitness International, LLC

Member Services

PO Box 54170

Irvine, CA 92619-1300

www.lafitness.com

Land O’Lakes, Inc. 

Consumer Affairs

PO Box 64050

St. Paul, MN 55164-9784

Toll free: 1-800-328-4155 (Consumer 

Affairs)

Toll free: 1-800-328-9680 (Corporate)

www.landolakes.com

Lands’ End, Inc.

Customer Service

1 Lands’ End Ln.

Dodgeville, WI 53595

Toll free: 1-800-963-4816

TTY: 1-800-541-3459

: landsend@landsend.com

www.landsend.com

Lane Bryant

777 S. State Rd. 7

Margate, FL 33068

Toll free: 1-866-886-4731

www.lanebryant.com

Lane Furniture

Consumer Services

PO Box 1627

Hwy. 145 South

Tupelo, MS 38802

Toll free: 1-877-405-3745

: service@lanefurniture.com

www.lanefurniture.com

La-Z-Boy, Inc.

Consumer Services

1284 N. Telegraph Rd.

Monroe, MI 48162-3309

Toll free: 1-800-375-6890

: cservice@la-z-boy.com

www.la-z-boy.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 81

LeapFrog Enterprises, Inc.

Customer Support

6401 Hollis St., Suite 100

Emeryville, CA 94608-1071

Toll free: 1-800-701-5327 

Toll free: 1-866-334-5327 (Online Store)

: support@leapfrog.com

www.leapfrog.com

Lee Jeans

Consumer Services

9001 W. 67th St.

Merriam, KS 66202

Toll free: 1-800-453-3348

www.lee.com

Leggs Products

Consumer Services

PO Box 3013

Winston-Salem, NC 27102 

Toll free: 1-800-925-4872

www.leggs.com

LEGO Systems, Inc. 

Consumer Affairs

555 Taylor Rd.

PO Box 1138

Enfield, CT 06083-1138

Toll free: 1-800-835-4386

www.lego.com

Lennox Industries, Inc. 

Consumer Affairs

PO Box 799900

Dallas, TX 75379

Toll free: 1-800-953-6669 

www.lennox.com

LensCrafters

4000 Luxottica Pl.

Mason, OH 45040

Toll free: 1-877-753-6727

TTY: 1-855-589-8891

www.lenscrafters.com

Levi Strauss Company 

1155 Battery St.

San Francisco, CA 94111

Toll free: 1-866-860-8907

: customerservice@levisstore.com

www.levi.com

Lexmark International, Inc.

740 W. New Circle Rd.

Lexington, KY 40550

Toll free: 1-800-539-6275

www.lexmark.com

LG Electronics, Inc 

Customer Service

PO Box 240007

201 James Record Rd.

Huntsville, AL 35813

Toll free: 1-800-243-0000 (Appliances)

www.lge.com

Liberty Mutual Insurance Group 

Customer Service

100 Liberty Way

Dover, NH 03820

Toll free: 1-800-398-8924

: Liberty.Service@libertymutual.com

www.libertymutual.com

Lillian Vernon Corporation

Customer Service

PO Box 35980

Colorado Springs, CO 80935-5980

Toll free: 1-800-545-5426

www.lillianvernon.com

Limited Brands, Inc.

Customer Service

Three Limited Pkwy.

Columbus, OH 43230

614-415-7000

Toll free: 1-800-945-5088

www.limitedbrands.com

LinkedIn Corporation

2029 Stierlin Ct.

Mountain View, CA 94043

www.linkedin.com

Little Tikes 

Consumer Services

2180 Barlow Rd.

Hudson, OH 44236

Toll free: 1-800-321-0183

: littletikes.cares@littletikescare.com

www.littletikes.com

L.L. Bean, Inc.

Dept. CFM

Freeport, ME 04033-0001

207-552-3028

Toll free: 1-800-441-5713

TTY: 1-800-545-0090

www.llbean.com

Loehmann’s

Customer Service

2500 Halsey St.

Bronx, NY 10461

Toll free: 1-855-563-4626

: customerservice@loehmanns.com

www.loehmanns.com

Longhorn Steakhouse

See: Darden Restaurants

407-245-4000

www.longhornsteakhouse.com

Long John Silver’s Restaurants, 

Inc.

: LJScares@LJSilvers.com

www.ljsilvers.com

L’Oreal USA 

575 Fifth Ave.

New York, NY 10017

212-818-1500 (Headquarters)

Toll free: 1-800-322-2036 

www.lorealusa.com

Lowe’s

Customer Care

PO Box 1111

North Wilkesboro, NC 28656

Toll free: 1-800-445-6937

: customercare@lowes.com

www.lowes.com

M

MAACO Enterprises, Inc.

440 S. Church St., Suite 700

Charlotte, NC 28202

704-377-8855

Toll free: 1-800-523-1180

: web.comments@drivenbrands.com

www.maaco.com

Macy’s 

Customer Service

PO Box 8113

Mason, OH 45040

Toll free: 1-800-526-1202 (Customer 

Service)

Toll free: 1-877-493-9207 (Credit)

www.macys.com

Magic Chef

Customer Service

777 Mark St.

Wood Dale, IL 60191-2802

Toll free: 1-888-775-0202

www.magicchef.com

Magnavox

Toll free: 1-800-605-8610 (TV, DVD 

Player, Blu-ray Disc Player)

Toll free: 1-800-705-2000

www.magnavox.com

Marriott International, Inc.

Guest Relations

1818 N. 90th St.

Omaha, NE 68114-1315

Toll free: 1-800-535-4028

: customer.care@marriott.com

www.marriott.com

Mars Chocolate North America 

800 High St.

Hackettstown, NJ 07840

908-852-1000

: askus@masterfoodsusa.com

www.masterfoods.com

Marshalls, Inc.

See: TJX Companies, Inc.

Toll free: 1-888-627-7425

www.marshallsonline.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
82 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Massachusetts Mutual Insurance 

Company (Mass Mutual)

Customer Relations

1295 State St.

Springfield, MA 01111-0001

Toll free: 1-800-272-2216 (Life Insurance)

Toll free: 1-800-505-8952 (Long Term 

Insurance)

www.massmutual.com

MasterCard Worldwide

Consumer Inquiries

(Contact your issuing bank first)

2000 Purchase St.

Purchase, NY 10577

Toll free: 1-800-307-7309 

: Consumer_Inquiries@mastercard.

com

www.mastercard.com

Match.com, LLC 

PO Box 25472

Dallas, TX 75225

www.match.com

Mattel, Inc. 

Worldwide Consumer Affairs

333 Continental Blvd.

El Segundo, CA 90245-5012

310-252-2000

Toll free: 1-800-524-8697

TTY: 1-800-382-7470

www.mattel.com

Maybelline, Inc.

Consumer Affairs

PO Box 1010

Clark, NJ 07066

Toll free: 1-800-944-0730

www.maybelline.com

Mayflower Transit, LLC

One Mayflower Dr.

St. Louis, MO 63026

636-305-4000

Toll free: 1-800-241-1321

Toll free: 1-800-325-9970 (Claims)

www.mayflower.com

Maytag

See: Whirlpool Corporation

Toll free: 1-800-344-1274 

www.maytag.com

McCormick & Company, Inc. 

Consumer Affairs

211 Schilling Circle

Hunt Valley, MD 21031

410-527-6000

Toll free: 1-800-632-5847

www.mccormick.com

McCormick and Schmick’s

1510 W. Loop South

Houston, TX 77027

713-850-1010

Toll free: 1-800-552-6379

www.mccormickandschmicks.com

McDonald’s Corporation 

Customer Satisfaction Dept.

2111 McDonald’s Dr.

Oak Brook, IL 60523

Toll free: 1-800-244-6227

www.mcdonalds.com

McKee Foods Corporation 

PO Box 750

Collegedale, TN 37315

Toll free: 1-800-522-4499

www.mckeefoods.com

Meineke Car Care Centers, Inc.

Customer Service

128 S. Tryon St., Suite 900

Charlotte, NC 28202

704-377-8855

Toll free: 1-800-447-3070

www.meineke.com

The Mentholatum Company, Inc.

Consumer Affairs

707 Sterling Dr.

Orchard Park, NY 14127

716-677-2500

Toll free: 1-800-688-7660

www.mentholatum.com

Merck & Co., Inc.

One Merck Dr.

PO Box 100

Whitehouse Station, NJ 08889-0100

908-423-1000

Toll free: 1-800-444-2080

Toll free: 1-800-727-5400 (Patient 

Assistance)

www.merck.com

Merrill Lynch Company, Inc.

(Contact local branch manager first)

4 World Financial Center

250 Vesey St.

New York, NY 10080

Toll free: 1-800-637-7455

TTY: 1-800-657-3323

: general_askml@ml.com

www.merrilllynch.com

Merry Maids

See: Service Master Company

Toll free: 1-800-637-7962

: contactus@merrymaids.com

www.merrymaids.com

MetLife, Inc.

1095 Avenue of the Americas

New York, NY 10036

Toll free: 1-800-638-5433

www.metlife.com

Michelinas

See: Bellisio Foods, Inc.

Toll free: 1-800-446-5469

: michelinas@bellisiofoods.com

www.michelinas.com

Michelin North America, Inc.

Consumer Care Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-866-866-6605

www.michelinman.com

Microsoft Corporation

Customer Service

One Microsoft Way

Redmond, WA 98052-6399

425-882-8080

Toll free: 1-800-642-7676

TTY: 1-800-892-5234

www.microsoft.com

Midas, Inc. 

Consumer Relations

823 Donald Ross Rd.

Juno Beach, FL 33408

Toll free: 1-800-621-8545

www.midas.com

MillerCoors 

Consumer Affairs

250 S. Wacker Dr.

Chicago, IL 60606-5888

Toll free: 1-800-645-5376

: contact@millercoors.com

www.millercoors.com

Mitsubishi Digital Electronics 

America, Inc.

Consumer Relations Dept.

9351 Jeronimo Rd.

Irvine, CA 92618

Toll free: 1-800-332-2119

: tvsupport@mevsa.com

www.mitsubishi-tv.com

Mondelez International

Consumer Relations

100 Deforest Ave.

East Hanover, NJ 07936

Toll free: 1-855-535-5648

www.snackworks.com

Money Management t

International 

14141 Southwest Fwy., Suite 1000

Sugar Land, TX 77478-3494

Toll free: 1-866-889-9347

www.moneymanagement.org

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 83

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

614-601-4089

Toll free: 1-800-557-3435

www.motel6.com

Motorola, Inc.

Corporate Communications

600 N. US Highway 45

Libertyville, IL 60048

847-523-5000

Toll free: 1-800-734-5870

TTY: 1-888-390-6456

www.motorola.com

Motts, Inc.

Consumer Relations

PO Box 869077

Plano, TX 75086-9077

Toll free: 1-800-426-4891

www.motts.com

Movado Group, Inc.

650 From Rd., Suite 375

Paramus, NJ 07652-3556

201-267-8000

Toll free: 1-800-810-2311

www.movadogroupinc.com

Mutual of Omaha Insurance 

Company

Customer Service

Mutual of Omaha Plaza

Omaha, NE 68175

Toll free: 1-800-228-7104 

Toll free: 1-800-775-1000 (Claims)

www.mutualofomaha.com

N

National Amusements, Inc.

Customer Service

PO Box 9108

846 University Ave.

Norwood, MA 02062-9108

: customer_service@nationalamusements.com

www.showcasecinemas.com

National Car Rental System, Inc.

Customer Services

8420 St. John Industrial Dr.

St. Louis, MO 63114

Toll free: 1-800-468-3334

TTY: 1-800-328-6323

www.nationalcar.com

Nationwide Mutual Insurance 

Company

Customer Advocacy

One Nationwide Plaza

Columbus, OH 43215-0220

Toll free: 1-877-669-6877 (Auto and 

Property Insurance)

Toll free: 1-800-882-2822 (General 

Inquiries)

Toll free: 1-800-848-6331 (Investments)

www.nationwide.com

NaturaLawn of America

One E. Church St.

Fredrick, MD 21701

301-694-5440

Toll free: 1-800-989-5444

: natural@naturalawn.com 

www.naturalawn.com

Nautica Enterprises, Inc.

Consumer Relations

40 West 57th St.

New York, NY 10019

Toll free: 1-866-376-4184

www.nautica.com

NBC Universal, Inc.

Viewer Relations

30 Rockefeller Plaza

New York, NY 10112

212-664-2333

www.nbc.com

The Neiman-Marcus Group, Inc. 

Customer Relations

PO Box 650589

Dallas, TX 75265-0589

214-761-2660

Toll free: 1-888-888-4757

www.neimanmarcus.com

Nestlé Purina PetCare Company 

Office of Consumer Affairs

Checkerboard Square

St. Louis, MO 63164

314-982-1000

Toll free: 1-800-778-7462

www.purina.com

Nestlé USA 

Office of Consumer Services 

800 N. Brand Blvd.

Glendale, CA 91203

Toll free: 1-800-225-2270

www.nestle.com

Nestlé Waters North America, Inc. 

900 Long Ridge Rd.

Building 2

Stamford, CT 06902-1138

203-531-4100

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

: ntgweb@neuus.jnj.com

www.neutrogena.com

New England Financial

See: MetLife, Inc.

Toll free: 1-800-388-4000

www.nefn.com

New York & Company

Customer Service

450 W. 33rd St.

Fifth Floor

New York, NY 10001

Toll free: 1-800-723-5333 (In-Store)

Toll free: 1-800-961-9906 (Online)

: service@nyandcompany.com

www.nyandcompany.com

New York Life Insurance Company

Corporate Compliance Dept.

One Rockwood Rd.

Sleepy Hollow, NY 10591

Toll free: 1-800-710-7945 

www.newyorklife.com

Nickelodeon

1515 Broadway

New York, NY 10036

212-846-2543

www.nick.com

Nike, Inc. 

Consumer Services

One Bowerman Dr.

Beaverton, OR 97005-6453

Toll free: 1-800-806-6453

Toll free: 1-800-344-6453 (Corporate)

www.nike.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
84 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Nikon, Inc.

Consumer Affairs

1300 Walt Whitman Rd.

Melville, NY 11747-3064

631-547-4200

310-414-8107 (Parts)

Toll free: 1-800-645-6687 (Technical and 

Service Repair)

www.nikonusa.com

Nine West Group, Inc.

Customer Relations

9 West Plaza

1129 Westchester Ave.

White Plains, NY 10604

914-640-6400

Toll free: 1-800-999-1877

www.ninewest.com

Nintendo 

4600 150th Ave. NE

Redmond, WA 98052

Toll free: 1-800-255-3700

www.nintendo.com

Nokia USA

Customer Contact Center

6021 Connection Dr.

Irving, TX 75039

Toll free: 1-888-665-4228

TTY: 1-800-246-6542

: customercare@nokia.com

www.nokiausa.com

Nordstrom, Inc.

Customer Service

1600 7th Ave., Suite 2600 

Seattle, WA 98101

Toll free: 1-888-282-6060

TTY: 1-800-685-2100

www.nordstrom.com

North American Van Lines

North American Claims Dept.

PO Box 988

Ft. Wayne, IN 46801-0988

Toll free: 1-800-348-2111

: claims@navl.com

www.northamerican.com

The North Face, Inc.

Customer Service

2013 Farallon Dr.

San Leandro, CA 94577

Toll free: 1-800-863-1968

Toll free: 1-855-500-8639 (Warranties)

: tnfsupport@vfc.com

www.thenorthface.com

Northwestern Mutual Life Insurance 

Company

Corporate Relations

720 E. Wisconsin Ave.

Milwaukee, WI 53202-4797

414-271-1444

www.northwesternmutual.com

Norwegian Cruise Lines

Guest Relations

7665 Corporate Center Dr.

Miami, FL 33126

Toll free: 1-866-625-1164

Toll free: 1-866-584-9756 (Special Needs)

www.ncl.com

Novartis Pharmaceuticals 

Corporation 

Customer Interaction Center

One Health Plaza

East Hanover, NJ 07936

Toll free: 1-888-669-6682

www.pharma.us.novartis.com

The NutraSweet Company

Customer Service

10 S. Wacker Dr.

Chicago, IL 60606

Toll free: 1-800-323-5321

www.nutrasweet.com

NutriSystem, Inc.

Customer Service

600 Office Center Dr.

Fort Washington, PA 19034

215-706-5300

Toll free: 1-800-585-5483

: customerservice@nutrisystem.

com.

www.nutrisystem.com

O

Ocean Spray Cranberries, Inc. 

Consumer Affairs Dept.

One Ocean Spray Dr.

Lakeville-Middleboro, MA 02349

Toll free: 1-800-662-3263

www.oceanspray.com

Office Depot, Inc.

6600 N. Military Trail 

Boca Raton, FL 33496

Toll free: 1-800-463-3768

www.officedepot.com

OfficeMax, Inc.

Customer Service

263 Shuman Blvd.

Naperville, IL 60563

630-438-7800

Toll free: 1-800-283-7674

: online@officemax.com

www.officemax.com

Old Navy

Customer Relations

200 Old Navy Ln.

Grove City, OH 43123-8605

Toll free: 1-800-653-6289

TTY: 1-800-449-4253

: custserv@oldnavy.com

www.oldnavy.com

Olive Garden

PO Box 695017

Orlando, FL 32869

Toll free: 1-800-331-2729

www.olivegarden.com

Olympus America

3500 Corporate Pkwy.

PO Box 610

Center Valley, PA 18034-0610

Toll free: 1-800-622-6372 

Toll free: 1-888-553-4448 (Digital 

Cameras)

www.olympusamerica.com

Omni Hotels

Guest Relations

420 Decker Dr.

Irving, TX 75062

Toll free: 1-800-809-6664

www.omnihotels.com

1-800-FLOWERS

Customer Satisfaction Dept.

One Old Country Rd., Suite 500

Carle Place, NY 11514

Toll free: 1-800-356-9377

Toll free: 1-800-716-4851 (Customer 

Service)

www.1800flowers.com

On the Border

See: Brinker International

Toll free: 1-800-682-6882

www.ontheborder.com

Orbitz, Inc. 

Customer Service

500 W. Madison St., Suite 1000

Chicago, IL 60661

Toll free: 1-888-656-4546

www.orbitz.com

Orkin

Customer Care Center

2170 Piedmont Rd., NE

Atlanta, GA 30324

Toll free: 1-888-675-4662

www.orkin.com

Oster

See: Jarden Consumer Solutions, Inc.

Toll free: 1-800-334-0759

www.oster.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 85

Outback Steakhouse

2202 N. West Shore Blvd., Suite 500

Tampa, FL 33607-5761

813-282-1225

: newsoutback@outback.com

www.outback.com

Overstock.com

Customer Service

6350 S. 3000 E

Salt Lake City, UT 84121

Toll free: 1-800-843-2446

www.overstock.com

Owens Corning

Consumer Relations

One Owens Corning Pkwy.

Toledo, OH 43659

Toll free: 1-800-438-7465

: answers@answers.owenscorning.

com

www.owenscorning.com

P

Panasonic Corporation of North 

America

Customer Experience Dept.

661 Independence Pkwy.

Chesapeake, VA 23320

Toll free: 1-800-211-7262

Toll free: 1-800-405-0652 (Online store)

www.panasonic.com

Panera Bread

3630 S. Geyer Rd.

St. Louis, MO 63127

www.panerabread.com

Papa John’s International, Inc.

PO Box 99900

Louisville, KY 40269-9990

Toll free: 1-877-547-7272

www.papajohns.com

Pathmark Stores, Inc.

Customer Relations

Two Paragon Dr.

Montvale, NJ 07645

Toll free: 1-866-443-7374

: customers@pathmark.com

www.pathmark.com

Payless ShoeSource

Customer Service

3231 S.E. Sixth Ave.

Topeka, KS 66607

Toll free: 1-877-474-6379

: customerservice@csr.payless.com

www.payless.com

PayPal.com

2211 N. First St.

San Jose, CA 95131

Toll free: 1-888-221-1161

www.paypal.com

PearleVision

Customer Service

4000 Luxottica Pl.

Mason, OH 45040

Toll free: 1-800-937-3937

TTY: 1-855-589-8891

www.pearlevision.com

Pennzoil

See: Shell Oil Company

713-546-4000

Toll free: 1-800-237-8645

: generalpublicenquiries-us@shell.

com

www.pennzoil.com

Pep Boys Auto

3111 W. Allegheny Ave.

Philadelphia, PA 19132

Toll free: 1-800-737-2697

: contactus@pepboys.com

www.pepboys.com

Pepperidge Farm, Inc. 

Consumer Affairs

595 Westport Ave.

Norwalk, CT 06851

Toll free: 1-888-737-7374

www.pepperidgefarm.com

Pepsi-Cola Company 

Consumer Relations

One Pepsi Way

Somers, NY 10589

Toll free: 1-800-433-2652

www.pepsico.com

Perdue Farms, Inc. 

Consumer Relations

PO Box 788

Kings Mountain, NC 28086

Toll free: 1-800-473-7383

www.perdue.com

Petco

Toll free: 1-877-738-6742

www.petco.com

PetSmart, Inc.

Toll free: 1-888-839-9638 (Customer 

Service)

: customercare@petsmart.com

www.petsmart.com

P.F. Changs China Bistro, Inc.

7676 E. Pinnacle Peak Rd.

Scottsdale, AZ 85255

Toll free: 1-866-732-4264

www.pfchangs.com

Pfizer, Inc. 

Consumer Affairs

235 E. 42nd St.

New York, NY 10017

212-733-2323

Toll free: 1-800-879-3477 

Toll free: 1-800-438-1985 (Medical 

Questions)

www.pfizer.com

Pharmavite Corporation 

Consumer Affairs

PO Box 9606

Mission Hills, CA 91346-9606

818-221-6200

Toll free: 1-800-276-2878 (Nature Made)

Toll free: 1-888-676-9569 (Soy Joy)

www.pharmavite.com

Philip Morris USA 

Quality Dept.

PO Box 18583

Pittsburgh, PA 15236

804-274-2000

Toll free: 1-800-343-0975

www.philipmorrisusa.com

Philips Consumer Electronics 

North America 

Customer Service

3000 Minuteman Rd., Mail Stop 109

Andover, MA 01810

Toll free: 1-888-744-5477 

www.philips.com

Phillips-Van Heusen Corporation

Customer Services

1001 Frontier Rd., Mail Stop 44

Bridgewater, NJ 08807

Toll free: 1-800-388-9122 (Van Heusen)

Toll free: 1-800-950-2277 (Bass)

Toll free: 1-800-866-7292 (Izod)

Toll free: 1-866-214-6694 (Calvin Klein)

Toll free: 1-800-950-2277 (G.H. Bass)

www.pvh.com

Pioneer Electronics Service, Inc.

Toll free: 1-800-228-7221(Parts)

Toll free: 1-800-421-1404 (General 

Service)

www.pioneerelectronics.com

Pirelli Tire Corporation

100 Pirelli Dr.

Rome, GA 30161

Toll free: 1-800-747-3554

www.us.pirelli.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
86 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Pizza Hut 

7100 Corporate Dr.

Plano, TX 75024

972-338-7700

Toll free: 1-800-948-8488

www.pizzahut.com

Playskool

See: Hasbro, Inc.

Toll free: 1-800-752-9755

: customersupport@hasbro.com

www.hasbro.com/playskool

Playstation

See: Sony Corporation of America

Toll free: 1-800-345-7669

www.us.playstation.com

Playtex Products, Inc. 

Consumer Affairs

890 Mountain Ave.

New Providence, NJ 07974

Toll free: 1-888-310-4290

www.playtexproductsinc.com

Polaroid Corporation

Toll free: 1-800-765-2764 (Product 

Support)

www.polaroid.com

Polo/Ralph Lauren Corporation

Consumer Relations

625 Madison Ave., 11th Floor

New York, NY 10022

Toll free: 1-888-475-7674

: customerassistance@ralphlauren.

com

www.polo.com

Popeyes Louisiana Kitchen 

Guest Hospitality

PO Box 725489

Atlanta, GA 31139

Toll free: 1-877-767-3937

: popeyescommunications@

popeyes.com

www.popeyes.com

Prestige Brands 

Office of Consumer Affairs

90 N. Broadway

Irvington, NY 10533

Toll free: 1-800-443-4908

www.prestigebrandsinc.com

Price Chopper Supermarkets 

Consumer Services

461 Nott St.

Schenectady, NY 12308

518-355-5000

Toll free: 1-800-666-7667

www.pricechopper.com

Priceline

800 Connecticut Ave.

Norwalk, CT 06854

Toll free: 1-877-477-5807

www.priceline.com

Princess Cruise Lines

Customer Relations

24305 Town Center Dr.

Santa Clarita, CA 91355

Toll free: 1-800-774-6237

: customerrelations@

princesscruises.com

www.princess.com

The Procter & Gamble t

Company 

Consumer Relations

PO Box 599

Cincinnati, OH 45201

513-983-1100

Toll free: (phone numbers appear on all 

labels)

www.pg.com

The Progressive Corporation

Customer Service

6300 Wilson Mills Rd.

Mayfield Village, OH 44143

440-461-5000 (Corporate)

Toll free: 1-800-776-4737

www.progressive.com

Prudential Financial, Inc.

Policyowner Relations Dept.

One Corporate Dr.

Shelton, CT 06484

Toll free: 1-800-778-2255 (Insurance)

Toll free: 1-888-778-2888 (Annuities)

Toll free: 1-800-732-0416 (Long-Term 

Care)

TTY: 1-800-526-8061

www.prudential.com

Public Storage

Customer Service

PO Box 25050

Glendale, CA 91221-5050

Toll free: 1-800-765-2764

www.publicstorage.com

Publishers Clearing House 

Consumer Affairs

101 Winners Circle

Port Washington, NY 11050

Toll free: 1-800-459-4724

Toll free: 1-800-392-4190 (Sweepstakes 

scams using PCH name)

www.pch.com

Publix 

Consumer Relations

PO Box 407

Lakeland, FL 33802-0407

Toll free: 1-800-242-1227

www.publix.com

Purex

See: Henkel Consumer Goods

Toll free: 1-800-457-8739

www.purex.com

Q

Qdoba Mexican Grill

4865 Ward Rd., Suite 500

Wheat Ridge, CO 80033-1902

720-898-2300

Toll free: 1-888-497-3622

www.qdoba.com

The Quaker Oats Company 

Consumer Response/QTG

PO Box 049003

Chicago, IL 60604-9003

312-821-1000

Toll free: 1-800-367-6287

www.quakeroats.com

QuikTrip Corporation

PO Box 3475

Tulsa, OK 74101

918-615-7700

Toll free: 1-800-848-1966

www.quiktrip.com

Quiznos

1001 17th St., Suite 200

Denver, CO 80202

720-359-3300 (Headquarters)

Toll free: 1-866-486-2783 (Customer 

Comments)

www.quiznos.com

QVC, Inc.

Customer Service

1200 Wilson Drive at Studio Park

West Chester, PA 19380

Toll free: 1-800-345-5788

TTY: 1-800-544-3316

www.qvc.com

R

Radio Shack Corporation

Customer Care

Riverfront Campus

Mail Stop #CF4-216

300 Radio Shack Circle

Fort Worth, TX 76102-1964

817-415-3011

Toll free: 1-800-843-7422

: radioshack.customer.care@

radioshack.com

www.radioshack.com

Radisson Hotels 

11340 Blondo St., Suite 100

Omaha, NE 68164

Toll free: 1-800-615-7253

www.radisson.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 87

Ramada Inn

See: Wyndham Hotel Group

Toll free: 1-800-828-6644

www.ramada.com

Rayovac Corporation

Consumer Service

601 Rayovac Dr.

Madison, WI 53711

Toll free: 1-800-237-7000

www.rayovac.com

Readers Digest Association, Inc. 

Customer Service

PO Box 6095

Harlan, IA 51593

Toll free: 1-877-732-4438

TTY: 1-800-735-4327

: customercare@rd.com

www.rd.com

Reckitt Benckiser Group PLC 

Consumer Relations

PO Box 224

Parsippany, NJ 07054-0224

Toll free: 1-800-228-4722 

: corpcomms@reckittbenckiser.com

www.reckittbenckiser.com

Red Lobster

Guest Relations

PO Box 695017

Orlando, FL 32869

407-245-4000

Toll free: 1-800-562-7837

www.redlobster.com

Regal Ware, Inc.

Consumer Service

1675 Reigle Dr.

Kewaskum, WI 53040

262-626-2121

: customerservice@regalware.com

www.regalware.com

Remington Products Company

Consumer Services

PO Box 1

DeForest, WI 53532

Toll free: 1-800-392-6544

: contactus@remingtonproducts.

com

www.remington-products.com

Rent-A-Center

Customer Service

5501 Headquarters Dr.

Plano, TX 75024

Toll free: 1-800-422-8186

www.rentacenter.com

Residence Inn

See: Marriott International, Inc.

Toll free: 1-800-228-2800

www.residenceinn.com

Rich Products 

Consumer Relations

PO Box 20670

127 Airport Rd.

St. Simons Island, GA 31522

912-638-5000

Toll free: 1-888-732-7251

: rsp-consumer.relations@rich.com

www.rich.com

Rite Aid Corporation

Customer Support

PO Box 3165

Harrisburg, PA 17105

717-761-2633

Toll free: 1-800-748-3243

Toll free: 1-888-213-9920 (Rebates)

TTY: 1-800-821-1833

www.riteaid.com

Rolex Watch U.S.A., Inc.

665 5th Ave., 5th Floor

New York, NY 10022

212-758-7700

www.rolex.com

Roto-Rooter Corporation

225 E. 5th St.

Cincinnati, OH 45202

513-762-6690

Toll free: 1-800-438-7686

www.roto-rooter.com

Royal Caribbean International

Corporate Guest Relations

1050 Caribbean Way

Miami, FL 33132

Toll free: 1-800-256-6649

Toll free: 1-800-398-9819 (Website)

www.royalcaribbean.com

Rubbermaid

Consumer Services 

3320 W. Market St.

Fairlawn, OH 44333

Toll free: 1-888-895-2110

www.rubbermaid.com

Ruth’s Chris Steakhouse

Ruth’s Hospitality Group, Inc.

1030 W. Canton Ave., Suite 100

Winter Park, FL 32789

407-333-7440

www.ruthschris.com

S

SafeAuto Insurance

Customer Service

PO Box 182109

Columbus, OH 43218-2109

Toll free: 1-800-723-3288

: CSD@safeauto.com

www.safeauto.com

Safeway, Inc.

Customer Service Center

MS 10501

PO Box 29093

Phoenix, AZ 85038-9093

Toll free: 1-877-723-3929

www.safeway.com

Saks Fifth Avenue

Customer Relations

PO Box 10327

Jackson, MS 39289

212-940-5027

Toll free: 1-877-551-7257

: service@saks.com

www.saks.com

Sam’s Club

Member Service

2101 S.E. Simple Savings Dr.

Bentonville, AR 72716-0745

Toll free: 1-888-746-7726

www.samsclub.com

Samsonite Corporation

Customer Service

575 West St., Suite 110

Mansfield, MA 02048

Toll free: 1-800-765-2247

Toll free: 1-800-262-8282 (Warranty)

: questions@samsonite.com

www.samsonite.com

Samsung Electronics America

Customer Service and Technical 

Support

85 Challenger Rd.

Ridgefield Park, NJ 07660

Toll free: 1-800-726-7864 

Toll free: 1-888-987-4357 (Mobile 

Phones)

TTY: 1-888-899-7608

www.samsung.com

Sanofi-Aventis

55 Corporate Dr.

Bridgewater, NJ 08807-2854

Toll free: 1-800-981-2491

www.sanofi-aventis.us

Sargento Foods, Inc. 

Consumer Affairs

One Persnickety Place

Plymouth, WI 53073

920-893-8484 (Corporate)

Toll free: 1-800-243-3737 

www.sargento.com

SC Johnson and Son, Inc. 

1525 Howe St.

Racine, WI 53403

Toll free: 1-800-494-4855

www.scjohnson.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
88 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

The Scotts Company 

Help Center

14111 Scottslawn Rd.

Marysville, OH 43041

Toll free: 1-888-270-3714

www.scotts.com

Seabourn Cruise Line

Guest Relations

300 Elliott Ave. W

Seattle, WA 98119

206-626-9179

Toll free: 1-866-755-5619

: guestrelations@seabourn.com

www.seabourn.com

Sealy Corporation

Consumer Support

One Office Parkway at Sealy Dr.

Trinity, NC 27370

Toll free: 1-800-697-3259

: consumersupport@sealy.com

www.sealy.com

Sears

Executive Customer Relations

3333 Beverly Rd.

Mail Stop RR

Hoffman Estates, IL 60179

847-286-2500

Toll free: 1-800-549-4505 (Retail)

Toll free: 1-800-697-3277 (Online)

TTY: 1-800-659-7017

www.sears.com

Seiko Instruments USA, Inc.

Customer Service

2990 Lomita Blvd.

Torrance, CA 90505

Toll free: 1-800-757-1011

www.seikoinstruments.com

Seneca Foods Corporation

Consumer Affairs

3736 S. Main St.

Marion, NY 14505

315-926-8100

Toll free: 1-800-872-1110

www.senecafoods.com

Serta, Inc. 

Customer Service

Three Golf Center #392

Hoffman Estates, IL 60169

847-645-0200

Toll free: 1-888-557-3782

: customer.service@serta.com

www.serta.com

Service Master Company

860 Ridge Lake Blvd.

Memphis, TN 38120

www.servicemaster.com

7-Eleven, Inc

Customer Relations

PO Box 711

Dallas, TX 75221-0711

972-828-7011

Toll free: 1-800-255-0711

www.7-Eleven.com

Sharp Electronics Corporation

Customer Service

Sharp Plaza

Mahwah, NJ 07495

Toll free: 1-800-237-4277

www.sharpusa.com

Shell Oil Company

Customer Care

PO Box 2463

Houston, TX 77252

713-241-6161 (Headquarters)

Toll free: 1-888-467-4355

Toll free: 1-800-331-3703 (Shell Card)

: ShellCustomerCare@shell.com

www.shellus.com

Sheraton Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

Toll free: 1-800-325-3535

www.sheraton.com

Sherwin-Williams Company

Midland Building

101 Prospect Ave., NW

PO Box 647

Cleveland, OH 44115

Toll free: 1-800-474-3794

www.sherwin-williams.com

Shoneys, Inc.

Guest Relations

1717 Elm Hill Pike, Suite B-1

Nashville, TN 37210

615-391-5395

Toll free: 1-877-377-2233

: helpdesk@shoneys.com

www.shoneys.com

Simmons Bedding Company

Consumer Service

One Concourse Pkwy., Suite 800

Atlanta, GA 30328-6188

Toll free: 1-877-399-9397

: customerassistance@simmons.

com

www.simmons.com

Slim-Fast Foods Company

Consumer Service Dept.

920 Sylvan Ave.

Second Floor

Englewood Cliffs, NJ 07632

Toll free: 1-800-754-6327

: support@slimfast.com

www.slimfast.com

Sonesta International Hotels 

Corporation

255 Washington St.

Newton, MA 02458

617-421-5447

Toll free: 1-800-766-3782

: info@sonesta.com

www.sonesta.com

Sony Corporation of America

Customer Service

Consumer Information Service Center

12451 Gateway Blvd.

Fort Myers, FL 33913

239-768-7547 (Consumer Eletronics)

Toll free: 1-800-345-7669 (PlayStation)

www.sony.com

Southwest Airlines

Customer Relations Dept.

PO Box 36647-1CR

Dallas, TX 75235

214-932-0333

Toll free: 1-800-435-9792

TTY: 1-800-533-1305

www.southwest.com

Spiegel Brands, Inc

: customerservice@spiegel.com

www.spiegel.com

Spirit Airlines

2800 Executive Way

Miramar, FL 33025

Toll free: 1-800-772-7117

: customer@spirit.com

www.spiritair.com

Springs Global U.S., Inc.

Public Relations Dept. 

PO Box 70

Fort Mill, SC 29716

803-547-1500

Toll free: 1-888-926-7888

Toll free: 1-800-221-6352 (Window 

Products)

www.springs.com

Sprint Nextel

KSOPHT0101-Z4300

6391 Sprint Pkwy.

Overland Park, KS 66251-4300

Toll free: 1-888-211-4727 (Sprint Phones)

Toll free: 1-800-639-6111 (Nextel Phones)

Toll free: 1-800-877-4646 (Wireline 

Service)

www.sprint.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 89

Stanley Hardware

Customer Service

480 Myrtle St.

New Britain, CT 06053

Toll free: 1-800-622-4393

www.stanleyhardware.com

Staples, Inc.

Consumer Affairs

500 Staples Dr.

Framingham, MA 01702

Toll free: 1-800-378-2753

www.staples.com

Starbucks

Customer Relations

PO Box 3717

Seattle, WA 98124-3717

Toll free: 1-800-782-7282

www.starbucks.com

Starwood Hotels & Resorts 

Worldwide, Inc. 

Customer Service

PO Box 6020

Lancaster, CA 93539

Toll free: 1-800-328-6242

www.starwoodhotels.com

State Farm

Customer Service

One State Farm Plaza

Bloomington, IL 61710

309-766-2311

Toll free: 1-800-782-8332

: info@statefarm.com

www.statefarm.com

SteinMart

1200 Riverplace Blvd.

Jacksonville, FL 32207

904-346-1500

Toll free: 1-888-783-4662

: e-customerservice@steinmart.com

www.steinmart.com

Stop & Shop Supermarket 

Company, Inc.

Customer Service Dept.

1385 Hancock St.

Quincy, MA 02169

Toll free: 1-800-767-7772

www.stopandshop.com

StubHub, Inc.

199 Fremont St., Suite 300

San Francisco, CA 94105

: customerservice@stubhub.com

www.stubhub.com

Subway

325 Bic Dr.

Milford, CT 06461

Toll free: 1-800-888-4848

www.subway.com

SunTrust

PO Box 85024

Richmond, VA 23285-5024

Toll free: 1-800-786-8787

TTY: 1-800-854-8965

www.suntrust.com

Symantec Corporation

Customer Service

350 Ellis St.

Mountain View, CA 94043

Toll free: 1-800-721-3934

www.symantec.com

T

Taco Bell

Customer Relations

1 Glen Bell Way

Irvine, CA 92618

Toll free: 1-800-822-6235

www.tacobell.com

Talbots

Customer Service Dept.

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

Target 

Guest Relations and Quality Assurance

PO Box 9350

Minneapolis, MN 55440

Toll free: 1-800-440-0680

: guest.relations@target.com

www.target.com

TEAC America, Inc. 

Customer Service

7733 Telegraph Rd.

Montebello, CA 90640

323-726-0303

323-727-7627 (Service)

: custser@teac.com (Technical)

: factoryservice@teac.com (Service 

and Repair)

www.teac.com

Teleflora

PO Box 60910

Los Angeles, CA 90060-0910

Toll free: 1-800-835-3356

: service@teleflora.com

www.teleflora.com

Terminix

See: Service Master Company

Toll free: 1-800-837-6464

: terminixcares@terminix.com

www.terminix.com

Texas Instruments, Inc.

Consumer Relations

PO Box 660199

Dallas, TX 75266-0199

972-995-2011

Toll free: 1-800-842-2737

www.ti.com

TGI Fridays

Guest Relations

4201 Marsh Ln.

Carrollton, TX 75007

Toll free: 1-800-374-4297

www.tgifridays.com

3M

Customer Relations

3M Center

St. Paul, MN 55144-1000

651-737-6501

Toll free: 1-800-364-3577

www.3m.com

Thrifty Car Rental

PO Box 35250

Tulsa, OK 74153

918-669-2168

Toll free: 1-800-847-4389

TTY: 1-888-332-3677

: customercare@thrifty.com

www.thrifty.com

TicketMaster

Fan Support

1000 Corporate Landing

Charleston, WV 25311

Toll free: 1-800-653-8000

www.ticketmaster.com

Time, Inc.

Consumer Affairs

3000 University Center Dr.

Tampa, FL 33612-6408

813-979-6625

Toll free: 1-866-550-6934

: subsvcs@time.customersvc.com

www.time.com

Time Warner, Inc.

One Time Warner Center

New York, NY 10019

212-484-8000

www.timewarner.com

Timex Corporation

Customer Service

1302 Pike Ave.

North Little Rock, AR 72114

501-372-1111

Toll free: 1-800-448-4639

: custserv@timex.com

www.timex.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
90 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

TJ Maxx

See: TJX Companies, Inc.

508-390-3000

Toll free: 1-800-926-6299

www.tjmaxx.com

TJX Companies, Inc.

770 Cochituate Rd.

Framingham, MA 01701

508-390-1000

Toll free: 1-800-926-6299 (TJ Maxx)

Toll free: 1-800-888-0776 (Home Goods)

Toll free: 1-888-627-7425 (Marshalls)

www.tjx.com

T-Mobile Wireless

Customer Relations

PO Box 37380

Albuquerque, NM 87176-7380

Toll free: 1-877-453-1304 (Customer 

Care)

Toll free: 1-800-866-2453 (Product 

Questions)

TTY: 1-877-296-1018

www.tmobile.com

The Toro Company 

Consumer Customer Care

8111 Lyndale Ave., S

Bloomington, MN 55420

Toll free: 1-888-384-9939

: consumer.service@toro.com

www.toro.com

Toshiba America

Digital Products Division

9740 Irvine Blvd.

Irvine, CA 92618-1697

Toll free: 1-800-631-3811

Toll free: 1-800-457-7777 (Computers)

: customer_support@tacp.com

www.tacp.toshiba.com

Totes/Isotoner

Customer Service

9655 International Blvd.

Cincinnati, OH 45246-5658

513-682-8200 (Warranties)

Toll free: 1-800-762-8712

Toll free: 1-800-281-4535 (Online 

Purchases)

: customeraffairs@totes.com

www.totes.com

Toys R Us

Guest Relations

1 Geoffrey Way

Wayne, NJ 07470

973-617-3500

Toll free: 1-800-869-7787

: contactus@toysrus.com 

www.toysrus.com

Trader Joe’s

PO Box 5049

Monrovia, CA 91016

626-599-3817

www.traderjoes.com

Trane

Consumer Relations

20 Corporate Woods Dr.

Bridgeton, MO 63044

903-581-3660 

www.trane.com

TransUnion, LLC

Consumer Solutions

PO Box 2000

Chester, PA 19022

Toll free: 1-800-888-4213 (Obtain a 

Report)

Toll free: 1-800-916-8800 (Disputes)

Toll free: 1-800-680-7289 (Frauds)

: fvad@transunion.com (Fraud 

Victims)

www.transunion.com

Travelers Companies, Inc.

Consumer Affairs

One Tower Square 8MS

Hartford, CT 06183

Toll free: 1-866-336-2077 (Customer 

Advocacy)

Toll free: 1-800-252-4633 (Claim Inquiry)

www.travelers.com

Travelocity.com LP

Customer Service

11603 Crosswinds Way, Suite 125

San Antonio, TX 78233

Toll free: 1-888-872-8356

TTY: 1-800-555-7585

: travelocity@travelocity.com

www.travelocity.com

Travelodge

See: Wyndham Hotel Group

Toll free: 1-800-835-2424

www.travelodge.com

True Value Company

Customer Service

8600 W. Bryn Mawr Ave.

Chicago, IL 60631-3505

Toll free: 1-877-502-4641

www.truevalue.com

TruGreen Lawn Care

Service Master Company

860 Ridge Lake Blvd.

Memphis, TN 38120

Toll free: 1-877-905-5147

: customercare@trugreenmail.com

www.trugreen.com

Turtle Wax, Inc.

Consumer Affairs

PO Box 247

Willowbrook, IL 60559-0247

Toll free: 1-800-887-8539

www.turtlewax.com

TV Guide

Customer Relations

1800 N. Highland Ave.

7th Floor

New York, CA 90028

Toll free: 1-800-866-1400

: feedback@tvguide.com

www.tvguide.com

Twitter.com

1355 Market St.

Suite 900

San Francisco, CA 94103

www.twitter.com

Tyson Foods 

Consumer Relations CP631

PO Box 2020

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

Uniden America Corporation

Customer Service

4700 Amon Carter Blvd.

Fort Worth, TX 76155

817-858-3300

Toll free: 1-800-297-1023

TTY: 1-800-874-9314

: cservice@uniden.com

www.uniden.com

Unilever t 

Consumer Services

920 Sylvan Ave.

Englewood Cliffs, NJ 07632

Toll free: 1-800-298-5018

: comments@unilever.com

www.unilever.com

Uniroyal Tires

Consumer Care Dept.

PO Box 19001

Greenville, SC 29602-9001

Toll free: 1-877-458-5878

www.uniroyal.com

CORPORATE CONSUMER CONTACTS
 SOCAP International Member 2014 Consumer Action Handbook 91

United Airlines

Customer Care

900 Grand Plaza NHCCR

Houston, TX 77067-4323

Toll free: 1-800-864-8331

Toll free: 1-800-335-2247 (Baggage)

TTY: 1-800-323-0170

: customervoice9@united.com

www.ual.com

United Healthcare

Customer Service

PO Box 740815

Atlanta, GA 30374-0815

Toll free: 1-888-545-5205

www.uhc.com

United Online, Inc.

LNR Warner Center

21301 Burbank Blvd.

Woodland Hills, CA 91367

www.unitedonline.com

United Parcel Service (UPS)

Customer Service

55 Glenlake Pkwy., NE

Atlanta, GA 30328

Toll free: 1-800-742-5877

TTY: 1-800-833-0056

www.ups.com

United Van Lines, Inc.

Claim Dept.

One United Dr.

St. Louis, MO 63026

Toll free: 1-800-948-4885

www.unitedvanlines.com

Uno Chicago Grill

100 Charles Park Rd.

Boston, MA 02132

617-323-9200

Toll free: 1-866-600-8667

: mail@unos.com

www.unos.com

US Airways

Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

480-693-0800

Toll free: 1-800-428-4322

TTY: 1-800-245-2966

www.usairways.com

US Bancorp

US Bancorp Center

800 Nicollet Mall

Minneapolis, MN 55402

Toll free: 1-800-872-2657

TTY: 1-800-685-5065

www.usbank.com

V

The Valvoline Company

Customer Service

PO Box 14000

Lexington, KY 40512

Toll free: 1-800-832-6825

www.valvoline.com

Verizon Communications, Inc. 

(Contact the Verizon office in your 

geographic area first)

Toll free: 1-800-837-4966

TTY: 1-800-974-6006

www.verizon.com

Viacom, Inc.

1515 Broadway 

New York, NY 10036

212-258-6000

www.viacom.com

Victoria’s Secret Stores

Customer Service

North American Office

PO Box 16589

Columbus, OH 43216-6589

Toll free: 1-800-411-5116 

TTY: 1-800-695-1788

: customercare@victoriassecret.com

www.victoriassecret.com

Virgin Atlantic Airways, Ltd.

PO Box 570

Canton, MA 02021

Toll free: 1-800-821-5438

TTY: 1-800-847-4641

: customer.relations.us@fly.virgin.

com

www.virgin-atlantic.com

Virgin Mobile USA, LLP

Customer Resolutions

10 Independence Blvd.

Warren, NJ 07059

Toll free: 1-888-322-1122

: ourteam@virginmobileusa.com

www.virginmobileusa.com

Visa USA, Inc.

(Contact your issuing bank first)

PO Box 194607

San Francisco, CA 94119-4607

Toll free: 1-800-847-2911

: askvisausa@visa.com

www.visa.com

Vonage

Customer Care

23 Main St.

Holmdel, NJ 07733

Toll free: 1-866-243-4357

www.vonage.com

The Vons Companies, Inc.

See: Safeway, Inc.

Toll free: 1-877-723-3929

www.vons.com

W

W Hotels

See: Starwood Hotels & Resorts 

Worldwide, Inc.

www.whotels.com

Walgreens 

Consumer Relations

200 Wilmot Rd.

Deerfield, IL 60015

Toll free: 1-800-925-4733 (In-Store)

Toll free: 1-877-250-5823 (Online)

www.walgreens.com

Wal-Mart Stores, Inc. 

Customer Relations

702 S.W. 8th St.

Bentonville, AR 72716

Toll free: 1-800-925-6278

Toll free: 1-800-966-6546 (Website 

Questions)

www.wal-mart.com

Walter Drake, Inc.

Customer Service

250 City Center

Oshkosh, WI 54906

Toll free: 1-855-202-7393

www.wdrake.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

11 Madison Ave., 17th Floor

New York, NY 10010

Toll free: 1-800-651-6000

: customerservice@weightwatchers.

com

www.weightwatchers.com

Wells Fargo Company 

Customer Service 

PO Box 560948

Charlotte, NC 28256

Toll free: 1-800-869-3557 (General)

TTY: 1-800-877-4833

www.wellsfargo.com

The Wendy’s Group

One Dave Thomas Blvd.

Dublin, OH 43017

Toll free: 1-800-624-8140

www.wendys.com

CORPORATE CONSUMER CONTACTS

CORPORATE CONSUMER CONTACTS
92 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Western Union Financial Services, 

Inc.

Customer Advocate Dept.

PO Box 6036

Englewood, CO 80112

Toll free: 1-800-325-6000

Toll free: 1-800-448-1492 (Fraud)

TTY: 1-800-877-8973

www.westernunion.com

Westin

See: Starwood Hotels & Resorts 

Worldwide, Inc.

Toll free: 1-800-937-8461

www.westin.com

Wet Seal, Inc.

26972 Burbank

Foothill Ranch, CA 92610

Toll free: 1-866-746-7938

: customerservice@wetseal.com

www.wetseal.com

Whirlpool Corporation

Customer Service

553 Benson Rd.

Benton Harbor, MI 49022

Toll free: 1-800-688-2002

Toll free: 1-800-344-1274 (Maytag)

Toll free: 1-800-422-1230 (KitchenAid)

: whirlpool_customerexperience@

whirlpool.com

www.whirlpool.com

Whole Foods Markets, Inc.

550 Bowie St.

Austin, TX 78703

512-542-0878

: customer.questions@wholefoods.

com

www.wholefoods.com

Williams-Sonoma, Inc.

10000 Covington Cross Dr.

Las Vegas, NV 89144

Toll free: 1-877-812-6235

: CustomerService@williamssonoma.com

www.williams-sonoma.com

Winn-Dixie Stores, Inc.

Customer Service

PO Box B

Jacksonville, FL 32203-0297

Toll free: 1-866-946-6349

: Svc_WDCustResp@winn-dixie.

com

www.winn-dixie.com

Wrangler

Consumer Relations

PO Box 21488

Greensboro, NC 27420-1488

Toll free: 1-888-784-8571

: wranglerweb@vfc.com

www.wrangler.com

Wyndham Hotel Group

Customer Service

1910 8th Ave., NE

Aberdeen, SD 57401

Toll free: 1-800-466-1589

www.wyndhamworldwide.com

X

Xbox

See: Microsoft Corporation

Toll free: 1-800-469-9269

TTY: 1-866-740-9269

www.xbox.com

Xerox Corporation 

Customer Relations

PO Box 4505

45 Glover Ave.

Norwalk, CT 06856

203-968-3000

Toll free: 1-877-979-8498 (Customer 

Relations)

Toll free: 1-888-339-7887 (Billing)

Toll free: 1-800-821-2797 (Customer 

Technical Support)

Toll free: 1-800-275-9376

: webmaster@xerox.com

www.xerox.com

Y

Yahoo! Online

Customer Care

701 First Ave.

Sunnyvale, CA 94089

408-349-5070 (Customer Care)

Toll free: 1-866-318-0612 (Customer 

Care)

www.yahoo.com

YUM! Brands, Inc.

Customer Relations

1900 Colonel Sanders Lane

Louisville, KY 40213

Toll free: 1-800-225-5532 (KFC)

Toll free: 1-800-948-8488 (Pizza Hut) 

Toll free: 1-800-822-6235 (Taco Bell)

www.yum.com

Z

Zales Jewelers

Customer Service

PO Box 152771

Irving, TX 75038-1003

Toll free: 1-800-311-5393

www.zales.com

Zappos.com

Customer Loyalty

2280 Corporate Circle, Suite 100

Henderson, NV 89074

Toll free: 1-800-927-7671

: cs@zappos.com

www.zappos.com

Zenith Electronics Corporation

Customer Service

2000 Millbrook Dr.

Lincolnshire, IL 60069

847-941-8000

www.zenith.com

CORPORATE CONSUMER CONTACTS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 93

Commission on Civil Rights

Public Affairs Unit

1331 Pennsylvania Ave., NW, Suite 1150

Washington, DC 20425

202-376-8591

202-376-8128 (Publications)

Toll free: 1-800-552-6843 (Complaint Referrals)

TTY: 1-800-877-8339 (Nationwide Complaint Referral)

: referrals@usccr.gov

www.usccr.gov

The U.S. Commission on Civil Rights is an independent, 

bipartisan agency charged with monitoring federal civil rights 

enforcement. The agency’s complaint referral services help 

to place you in contact with an office that can help you file a 

discrimination complaint.

Consumer Financial Protection Bureau (CFPB)

1700 G St., NW

Washington, DC 20552

Toll free: 1-855-411-2372

TTY: 1-855-729-2372

: info@consumerfinance.gov

www.consumerfinance.gov

The CFPB ensures that financial products and services work 

for consumers. The Bureau helps consumers by providing 

educational materials and accepts complaints. They also 

supervise banks, lenders, credit unions, as well as large non 

bank entities, such as credit reporting agencies and debt 

collection companies. CFPB also works to make credit card, 

mortgage, and other loan disclosures clearer so consumers 

can understand their rights and responsibilities.

Consumer Product Safety Commission (CPSC)

4330 East West Highway

Bethesda, MD 20814

301-504-7923

Toll free: 1-800-638-2772 (8:00 am - 5:30 pm, ET)

TTY: 1-800-638-8270

: info@cpsc.gov

www.cpsc.gov

www.recalls.gov (Government Recalls)

www.saferproducts.gov (Report incidents, injuries or 

safety concerns)

www.cpsc.gov/es/SeguridadConsumidor/CPSC-enEspanol (in Spanish)

The CPSC protects the public from unreasonable risks of 

serious injury or death from thousands of types of consumer 

products under its jurisdiction, including products that pose 

a fire, electrical, chemical, or mechanical hazard or can injure 

children.

Department of Agriculture (USDA)

Center for Nutrition Policy and Promotion (CNPP)

3101 Park Center Dr., 10th Floor

Alexandria, VA 22302-1594

703-305-7600

www.cnpp.usda.gov

www.nutrition.gov (Nutrition information)

www.choosemyplate.gov (Dietary guidelines)

www.cnpp.usda.gov/Publications.htm (free digital 

publications)

The CNPP works to improve the health and well-being of 

Americans by developing and promoting dietary guidance 

that links scientific research to the nutrition needs of 

consumers.

Food and Nutrition Service (FNS)

3101 Park Center Dr.

Alexandria, VA 22302

www.fns.usda.gov

www.fns.usda.gov/forms (Library of forms for food 

assistance programs)

FNS provides children and low-income people access to 

food, a healthful diet, and nutrition education. The agency 

works to achieve this goal through several programs, 

including the Supplemental Nutrition Assistance Program 

(SNAP), school meals, and Women, Infants and Children 

(WIC).

Meat and Poultry Hotline

Food Safety and Inspection Service

Toll free: 1-888-674-6854 (10:00 am – 4:00 pm, ET)

: mphotline.fsis@usda.gov

www.fsis.usda.gov

This toll free service helps prevent foodborne illness by 

answering questions about the safe storage, handling, and 

preparation of meat, poultry, and egg products.

National Institute of Food and Agriculture (NIFA)

1400 Independence Ave., SW

Mail Stop 2201

Washington, DC 20250-2215

202-720-4423

www.nifa.usda.gov

www.extension.org (Information from extension 

educators)

NIFA responds to issues that are critical to daily life (health, 

nutrition, parenting, personal finances) by sharing, relevant 

research-based information through a network of county 

extension offices. The educators in extension offices 

conduct workshops, create, and distribute publications. To 

find your local Cooperative Extension office, consult the 

county government listings in your local telephone directory 

or visit www.csrees.usda.gov/Extension.

FEDERAL AGENCIES

Contacting 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 1-800-333-4636 to 

get help determining the right agency to contact.

FEDERAL AGENCIES
94 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Department of Commerce (DOC)

Seafood Inspection Program

National Oceanic and Atmospheric Administration (NOAA)

1315 East West Highway

Silver Spring, MD 20910

301-713-2355

Toll free: 1-800-422-2750

: NMFS.Seafood.Services@noaa.gov

www.seafood.nmfs.noaa.gov

www.fishwatch.gov (choosing seafood)

NOAA oversees fisheries management in the United States 

and provides a voluntary inspection service to the industry. 

The NOAA Seafood Inspection Program offers consumer 

tips on storing, purchasing and preparing seafood (fish and 

shellfish).

United States Patent and Trademark Office (USPTO)

PO Box 1450

Alexandria, VA 22313-1450

Toll free: 1-800-786-9199

TTY: 1-800-877-8339

: usptoinfo@uspto.gov

www.uspto.gov

The USPTO grants patents for intellectual property and 

trademarks for brand names symbols, protecting the rights of 

inventors and designers.

Department of Education (ED)

The Education Publications Center (EDPUBS)

PO Box 22207

Alexandria, VA 22304

Toll free: 1-877-433-7827 (9:00 am - 6:00 pm, ET, English and 

Spanish)

TTY: 1-877-576-7734

: edpubs@edpubs.ed.gov

www.edpubs.gov

This office helps consumers identify and order free 

publications and resources from the U.S. Department of 

Education.

Federal Student Aid Information Center

PO Box 84

Washington, DC 20044-0084

319-337-5665

Toll free: 1-800-433-3243 (English and Spanish)

TTY: 1-800-730-8913 (English and Spanish)

: FederalStudentAidCustomerService@ed.gov

www.studentaid.ed.gov

Federal Student Aid provides over $150 billion in grants, 

work-study, and federal loans for students attending career 

and trade schools, community colleges, and four-year 

colleges or universities. Visit the website to learn about 

planning and paying for your postsecondary education and 

to apply for federal student aid. The website also provides 

federal student loan information such as descriptions of 

repayment plans and actions to take if you are having trouble 

making loan payments.

Office for Civil Rights (OCR)

400 Maryland Ave., SW

Washington, DC 20202-1100

202-245-6100

Toll free: 1-800-421-3481

TTY: 1-800-877-8339

: ocr@ed.gov

www.ed.gov/ocr

This office works to ensure equal access to education and 

resolve complaints of discrimination.

Office of Postsecondary Education (OPE)

1990 K St., NW

Washington, DC 20006

202-502-7750

www2.ed.gov/about/offices/list/ope/index.html

www.ope.ed.gov/accreditation (Searchable 

Accreditation Database)

OPE develops programs to increase access to postsecondary 

education. This office works with accreditation agencies to 

recognize institutions of higher learning that provide quality 

education.

Office of Special Education and Rehabilitative 

Services (OSERS)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7468

Toll free: 1-800-872-5327 (English and Spanish)

TTY: 202-205-4208

www2.ed.gov/about/offices/list/osers/index.html

OSERS provides a wide array of support to parents and 

individuals, school districts and states in three main areas: 

special education, vocational rehabilitation and research.

Office of Vocational and Adult Education (OVAE)

400 Maryland Ave., SW

Washington, DC 20202-7100

202-245-7700

Toll free: 1-800-872-5327 (English and Spanish)

: ovae@ed.gov

www2.ed.gov/about/offices/list/ovae/index.html

OVAE administers and coordinates programs that are 

related to adult education and literacy, career and technical 

education, and community colleges.

Department of Energy (DOE)

Public Affairs

1000 Independence Ave., SW

Washington, DC 20585

202-586-5575

Toll free: 1-800-342-5363

TTY: 1-800-877-8339

www.energy.gov/public-services

FEDERAL AGENCIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 95

Energy Efficiency & Renewable Energy (EERE)

Department of Energy

Office of the Assistant Secretary

1000 Independence Ave., SW, Mail Stop EE-1

Washington, DC 20585

202-586-9220

: eereic@ee.doe.gov

www.energy.gov/energysaver/energy-saver

EERE provides tips and information on products, services, 

rebates, tax credits and ways to save money and energy.

Department of Health and Human Services 

(HHS)

AIDS.gov

200 Independence Ave., SW, Room 443H

Washington, DC 20201

Toll free: 1-800-448-0440

TTY: 1-888-232-6348

: contact@aids.gov

www.aids.gov

AIDS.gov works to increase HIV testing and care for people 

at-risk for living with HIV.

Flu.gov

www.flu.gov

Flu.gov provides information about the flu and where to get 

vaccinations.

Health Resources and Services Administration 

(HRSA)

5600 Fishers Ln.

Rockville, MD 20857

Toll free: 1-888-275-4772 (8:30 am - 5:00 pm, ET)

TTY: 1-877-489-4772

: ask@hrsa.gov

www.hrsa.gov

findahealthcenter.hrsa.gov/Search_HCC.aspx (Find a 

local health center)

HRSA is responsible for improving access to health care 

services for people that are uninsured and medically 

vulnerable.

HHS-TIPS Fraud Hotline

Office of Inspector General

Attn: Hotline

PO Box 23489

Washington, DC 20026

Toll free: 1-800-447-8477

TTY: 1-800-377-4950

www.oig.hhs.gov

www.stopmedicarefraud.gov (Report Medicare Fraud)

The Office of Inspector General (OIG) protects the integrity 

of HHS programs, as well as the health and welfare of those 

programs’ beneficiaries.

National Health Information Center (NHIC)

200 Independence Avenue, SW

Washington, DC 20201

240-453-8280

Toll free: 1-800-336-4797

: healthfinder@nhic.org

www.health.gov/nhic

www.healthfinder.gov (Tools for healthy living)

NHIC is a health information referral service that links 

consumers and health professionals with organizations best 

able to answer their health-related questions.

Office for Civil Rights (OCR)

200 Independence Ave., SW

Room 509F, HHH Building

Washington, DC 20201

Toll free: 1-800-368-1019

TTY: 1-800-537-7697

: OCRMail@hhs.gov

www.hhs.gov/ocr

OCR helps to protect you from discrimination in certain 

health care and social service programs.

Substance Abuse and Mental Health Services 

Administration (SAMHSA)

1 Choke Cherry Rd.

Rockville, MD 20857

Toll free: 1-877-726-4727

TTY: 1-800-487-4889

: SAMHSAInfo@samhsa.hhs.gov

www.samhsa.gov

SAMHSA helps people that live with mental illness or are 

dealing with substance abuse. The agency works to connect 

mental health professionals and treatment centers with 

people that need their services through a referral hotline and 

an online treatment center locator.

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

Toll free: 1-800-447-8477 (Fraud Alert Hotline)

www.acf.hhs.gov

The ACF funds state, territory, local, and tribal organizations 

to provide family assistance (welfare), child support, child 

care, Head Start, child welfare and other programs relating to 

children and families.

Child Welfare Information Gateway

Administration for Children & Families (ACF)

Children’s Bureau / ACYF

1250 Mayland Ave., SW, 8th Floor

Washington, DC 20024

Toll free: 1-800-394-3366 (8:30 am - 5:30 pm, ET)

: info@childwelfare.gov

www.childwelfare.gov

This program connects child welfare and related 

professionals to comprehensive information and resources 

to help protect children and strengthen families.

Childcare.gov

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

www.childcare.gov

Childcare.gov is a comprehensive website designed to 

link parents, child care providers, and the general public 

to government sponsored child care and early learning 

information.

FEDERAL AGENCIES

FEDERAL AGENCIES
96 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

National Runaway Safeline (NRS)

Administration for Children & Families (ACF)

3080 N. Lincoln Ave.

Chicago, IL 60657

773-880-9860

Toll free: 1-800-786-2929 (24 hrs./7 days a week)

: info@1800RUNAWAY.org

www.1800runaway.org

The NRS helps keep America’s runaway and at-risk youth 

safe and off the streets. The organization serves as the 

federally designated national communication system for 

runaway and homeless youth.

Office of Child Support Enforcement (OCSE)

Administration for Children & Families (ACF)

370 L’Enfant Promenade, SW

Washington, DC 20447

202-401-9373

www.acf.hhs.gov/programs/css

The OCSE assures that assistance in obtaining support 

(both financial and medical) is available to children through 

locating parents, establishing paternity and support 

obligations, and enforcing those obligations.

Administration for Community Living (ACL)

One Massachusetts Ave., NW

Washington, DC 20001

202-619-0724

: aclinfo@acl.hhs.gov

www.acl.gov

ACL increases access to community support and focuses 

attention and resources on the unique needs of older 

Americans and people with disabilities across the lifespan.

Eldercare Locator

Administration for Community Living (ACL)

Toll free: 1-800-677-1116 (M-F, 9:00 am - 8:00 pm, ET)

TTY: 1-800-677-1116

: eldercarelocator@n4a.org

www.eldercare.gov

The Eldercare Locator is the first step to finding resources 

for older adults in any U.S. community. It is a free national 

service of the Administration on Aging that provides an 

instant connection to resources that enable older persons to 

live independently in their communities and offers support 

for caregivers. The Eldercare Locator is administered by The 

National Association of Area Agencies on Aging (n4a).

Centers for Disease Control and Prevention (CDC)

1600 Clifton Rd.

Atlanta, GA 30333

Toll free: 1-800-232-4636 (24 hrs./7 days a week)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov

www.cdc.gov/spanish (in Spanish)

CDC collaborates to create the expertise, information, and 

tools that people and communities need to protect their health 

through health promotion, prevention of disease, injury and 

disability, and preparedness for new health threats.

CDC National STD Hotline

Centers for Disease Control and Prevention (CDC)

1600 Clifton Rd.

Atlanta, GA 30333

Toll free: 1-800-232-4636 (24 hrs. in English and Spanish)

TTY: 1-888-232-6348 (in English and Spanish)

: cdcinfo@cdc.gov

www.cdc.gov/std

www.cdc.gov/std/Spanish (in Spanish)

This office conducts research to help people lead safer lives 

by working with health departments, healthcare providers, 

and non-governmental organizations.

HIV/AIDS Prevention

Centers for Disease Control and Prevention (CDC)

1600 Clifton Rd.

Atlanta, GA 30333

Toll free: 1-800-232-4636 (24 hrs./7 days a week, in English and 

Spanish)

TTY: 1-888-232-6348

: cdcinfo@cdc.gov

www.cdc.gov/hiv

www.cdc.gov/hiv/spanish (in Spanish)

The Division of HIV/AIDS Prevention provides national 

leadership and support for HIV prevention research and the 

development, implementation, and evaluation of evidencebased HIV prevention programs serving persons affected by, 

or at risk for, HIV infection.

Centers for Medicare & Medicaid Services (CMS)

Office of External Affairs

7500 Security Blvd.

Baltimore, MD 21244-1850

Toll free: 1-800-318-2596 (Health Insurance Marketplace)

TTY: 1-855-889-4325 (Health Insurance Marketplace)

www.cms.gov

www.healthcare.gov (Insurance Marketplace information)

Center for Medicaid and CHIP Services (CMCS)

Toll free: 1-877-267-2323

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)

Medicare is a government sponsored health care program 

for people that are 65 years or older, some younger people 

with disabilities, and those with permanent kidney failure. 

The Medicare Service Center answers your questions 

about Medicare topics, manages your orders of Medicare 

publications, provides detailed information about the 

Medicare managed care plans in your area, and helps locate 

health care providers that participate in Medicare.

FEDERAL AGENCIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 97

Food and Drug Administration (FDA)

10903 New Hampshire Ave.

Silver Spring, MD 20993-0002

Toll free: 1-888-463-6332

www.fda.gov

The FDA is responsible for protecting the public health by 

assuring the safety, efficacy, and security of human and 

veterinary drugs, biological products, medical devices, our 

nation’s food supply, cosmetics, and products that emit 

radiation. The FDA also provides accurate, science-based 

health information to the public.

Center for Food Safety and Applied Nutrition 

Information Line (CFSAN)

Food and Drug Administration (FDA)

Outreach and Information Center

HFS 009

5100 Paint Branch Pkwy.

College Park, MD 20740

Toll free: 1-888-723-3366 (M-F, 10:00 am – 4:00 pm, ET)

: consumer@fda.gov

www.fda.gov/Food

www.foodsafety.gov (food safety information)

The CFSAN Information Line is a general information line for 

questions pertaining to food safety and applied nutrition.

National Institutes of Health (NIH)

9000 Rockville Pike

Bethesda, MD 20892

301-496-4000

TTY: 301-402-9612

: NIHinfo@od.nih.gov

www.nih.gov

www.salud.nih.gov (in Spanish)

The National Institutes of Health (NIH) is the primary Federal 

agency for conducting and supporting medical research and 

its application to enhance health, lengthen life, and reduce 

illness and disability.

AIDSinfo

National Institutes of Health (NIH)

PO Box 4780

Rockville, MD 20849-6303

301-315-2816

Toll free: 1-800-448-0440 (12:00 pm - 5:00 pm, ET, English and 

Spanish)

TTY: 1-888-480-3739

: ContactUs@aidsinfo.nih.gov

www.aidsinfo.nih.gov

www.aidsinfo.nih.gov/infoSIDA (in Spanish)

AIDSinfo offers the latest federally approved information on 

HIV/AIDS clinical research, treatment and prevention, and 

medical practice guidelines for people living with HIV/AIDS, 

their families and friends, health care providers, scientists, 

and researchers. 

National Cancer Institute (NCI)

National Institutes of Health

NCI Office of Communications and Education

BG 9609 MSC 9760

9609 Medical Center Dr.

Bethesda, MD 20892-8322

Toll free: 1-800-422-6237 (M-F, 8:00 am - 8:00 pm ET, English 

and Spanish)

: cancergovstaff@mail.nih.gov

www.cancer.gov

www.cancer.gov/espanol (in Spanish)

NCI coordinates the National Cancer Program, which 

conducts and supports research, training, health information 

dissemination, and other programs with respect to the cause, 

diagnosis, prevention, and treatment of cancer, rehabilitation 

from cancer, and the continuing care of cancer patients and 

their families.

National Institute of Allergy and Infectious Diseases 

(NIAID)

6610 Rockledge Dr.

MSC 6612

Bethesda, MD 20892-6612

301-496-5717

Toll free: 1-866-284-4107

TTY: 1-800-877-8339

: ocpostoffice@niaid.nih.gov

www.niaid.nih.gov

NIAID provides health information on allergic, infectious, 

and immunologic diseases. Diseases include food allergy, 

sinusitis, and genital herpes. Consumers can call or write to 

the institute with questions and can order publications over 

the phone or on the website.

National Institute of Mental Health (NIMH)

National Institutes of Health (NIH)

6001 Executive Blvd.

Room 6200, MSC 9663

Bethesda, MD 20892-9663

301-443-4513

Toll free: 1-866-615-6464

TTY: 301-443-8431, 1-866-415-8051

: nimhinfo@nih.gov

www.nimh.nih.gov

NIMH is the federal agency that conducts and supports 

research that seeks to understand, treat, and prevent mental 

illness. Contact NIMH for information on the symptoms, 

diagnosis and treatment of mental disorders, clinical trials 

and research. A publication ordering system is available 

on the NIMH website. Some publications are available in 

Spanish.

FEDERAL AGENCIES

FEDERAL AGENCIES
98 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Department of Homeland Security (DHS)

Washington, DC 20528-0075

202-282-8000

202-282-8495 (Comment Line)

www.dhs.gov

www.dhs.gov/en-espanol (in Spanish)

The Department’s missions include preventing terrorism and 

enhancing security; managing our borders, administering

immigration laws, securing cyberspace and ensuring disaster 

resilience.

Transportation Security Administration (TSA)

601 S. 12th St.

TSA-9

Arlington, VA 20598-6009

Toll free: 1-866-289-9673 (M-F, 8:00 am - 11:00 pm, ET, SatSun/holidays 9:00 am - 8:00 pm, ET)

: TSA-ContactCenter@dhs.gov

www.tsa.gov

The TSA can assist you with questions or concerns about 

travel tips, permitted and prohibited items, and information 

on filing a claim for items that were damaged or lost during a 

TSA screening.

U.S. Citizenship and Immigration Services (USCIS)

Information and Customer Service Division

111 Massachusetts Ave., NW

Mail Stop 2260

Washington, DC 20529-2260

Toll free: 1-800-375-5283 (National Customer Service Center, 

M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-800-767-1833

www.uscis.gov

www.uscis.gov/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 

(US-CERT)

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 

incidents and analyzing threats, and exchanging information 

with trusted partners around the world.

U.S. Customs and Border Protection (CBP)

1300 Pennsylvania Ave., NW

Washington, DC 20229

202-325-8000 (International callers)

Toll free: 1-877-227-5511 (General inquiries, M-F, 8:30 am - 5:00 

pm, ET)

TTY: 1-866-880-6582

www.cbp.gov

CBP prevents individuals from entering the country illegally 

or bringing harmful and illegal substances into the US. They 

also protect agricultural products from pests and American 

businesses from theft of their intellectual property.

Federal Emergency Management Agency (FEMA)

500 C St., SW

Washington, DC 20472

Toll free: 1-800-621-3362

TTY: 1-800-462-7585

www.fema.gov

www.fema.gov/es (in Spanish)

www.ready.gov (Disaster Preparedness)

www.listo.gov (Disaster Preparedness, in Spanish)

FEMA supports citizens and emergency personnel to build, 

sustain, and improve the nation’s capability to prepare for, 

protect against, respond to, recover from, and mitigate all 

hazards.

FEMA Disaster Assistance

PO Box 10055

Hyattsville, MD 20782-8055

Toll free: 1-800-621-3362 (M-F, 7:00 am - 10:00 pm, ET)

TTY: 1-800-462-7585

www.disasterassistance.gov

www.disasterassistance.gov/es (Disaster Assistance, in 

Spanish)

www.fema.gov/apply-assistance (Apply for assistance)

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

NFIP provides a means for property owners to financially 

protect themselves. The NFIP offers flood insurance 

to homeowners, renters, and business owners if their 

community participates in the NFIP.

Department of Housing and Urban Development 

(HUD)

Office of Fair Housing and Equal Opportunity (FHEO)

451 7th Street, SW

Washington, DC 20410-2000

202-708-4211

Toll free: 1-800-669-9777 (Complaints Hotline, English and 

Spanish)

TTY: 1-800-927-9275

www.hud.gov/offices/fheo

www.hud.gov/complaints/housediscrim.cfm (File a 

discrimination complaint)

FHEO enforces federal laws and establishes policies that 

make sure all Americans have equal access to the housing 

of their choice. If you believe that you have been the victim of 

housing discrimination, file a complaint with this office.

FEDERAL AGENCIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 99

Department of Housing

451 7th St., SW

Washington, DC 20410

TTY: 1-800-877-8339

portal.hud.gov/hudportal/HUD?src=/program_

offices/housing

The Department of Housing provides public services through 

its nationally administered programs. It oversees the Federal 

Housing Administrationmortgage insurance program and 

regulates the housing industry business.

Federal Housing Administration (FHA)

451 7th St., SW

Washington, DC 20410

Toll free: 1-800-225-5342 (English and Spanish)

TTY: 1-877-833-2483

: info@fhaoutreach.com

portal.hud.gov/hudportal/HUD?src=/federal_

housing_administration

FHA provides mortgage insurance on single family, 

multifamily and manufactured homes made by FHAapproved lenders. 

Interstate Land Sales Division

451 7th St., SW, Room 9146

Washington, DC 20410

202-708-0502

TTY: 202-708-1455

www.hud.gov/complaints/landsales.cfm

The Interstate Land Sales Program protects consumers from 

fraud and abuse when buying or selling land from developers.

Office of Manufactured Housing Programs

Office of Regulatory Affairs and Manufactured Housing

451 7th St., SW, Room 9164

Washington, DC 20410-8000

202-708-1112

Toll free: 1-800-927-2891 (English and Spanish)

TTY: 202-708-1455

: mhs@hud.gov

www.hud.gov/offices/hsg/sfh/mhs/mhshome.cfm

The Manufactured Housing Program is a consumer 

protection program that regulates the construction of factory 

built or manufactured homes. HUD works with many states to 

respond to consumer complaints.

Department of the Interior (DOI)

Fish and Wildlife Service

1849 C St., NW

Mail Stop 3351

Washington, DC 20240

Toll free: 1-800-344-9453

www.fws.gov

The Fish and Wildlife Service works to conserve, protect and 

enhance fish, wildlife and plants and their habitats.

National Park Service (NPS)

1849 C St., NW

Room 7012

Washington, DC 20240

202-208-6843

www.nps.gov

www.recreation.gov (Federal recreational activities and 

reservations)

NPS preserves the nation’s national parks and historic 

landmarks so that individuals may enjoy the natural 

environment for years to come.

Department of Justice (DOJ)

Americans with Disabilities Act (ADA) Information 

Line

950 Pennsylvania Ave., NW

Disability Rights Section–NYA

Washington, DC 20530

Toll free: 1-800-514-0301 (M-W, F 9:30 am- 5:30 pm, ET, 

Thursday 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 Street, NW

Suite 6150

Washington, DC 20530

202-307-1399

: ustrustee.program@usdoj.gov

www.justice.gov/ust

The Trustee Program protects the integrity of the Federal 

bankruptcy system. The Program monitors the conduct 

of bankruptcy parties and private estate trustees. It also 

identifies and helps investigate bankruptcy fraud and abuse. 

The Program also approves credit counseling agencies and 

debtor education providers, both of which are required for 

persons that are going through the bankruptcy process.

Department of Labor (DOL)

Employee Benefits Security Administration (EBSA)

Office of Participant Assistance

Department of Labor, Room N5623

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-444-3272

TTY: 1-877-889-5627

www.dol.gov/ebsa

EBSA provides information and assistance on private sector, 

employer-sponsored retirement 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.

FEDERAL AGENCIES

FEDERAL AGENCIES
100 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

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 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 a reliable resource to receive 

consistent, accurate, and current information assistance for 

all DOL programs.

Occupational Safety and Health Administration 

(OSHA)

U.S. Department of Labor

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-800-321-6742

TTY: 1-877-889-5627

www.osha.gov

www.osha.gov/ecor_form.html (Submit an OSHA 

related question)

OSHA ensures safe and healthful working conditions by 

setting and enforcing standards and by providing training, 

outreach, education and assistance.

Office of Disability Employment Policy (ODEP)

200 Constitution Ave., NW, Room S1303

Washington, DC 20210

202-693-7880

Toll free: 1-866-633-7365

TTY: 202-693-7881 or 1-877-889-5627

: infoodep@dol.gov

www.dol.gov/odep

ODEP works to create policies to ensure that people with 

disabilities are fully integrated in the workforce.

Veteran’s Employment and Training Service (VETS)

Department of Labor, Room S1325

200 Constitution Ave., NW

Washington, DC 20210

Toll free: 1-866-487-2365

TTY: 1-877-889-5627

: VETS-Public@dol.gov

www.dol.gov/vets

VETS offers employment and training services to eligible 

veterans that are looking for employment.

Department of State (DOS)

National Passport Information Center (NPIC)

Toll free: 1-877-487-2778 (M-F, 8:00 am - 10:00 pm, ET)

TTY: 1-888-874-7793

: NPIC@state.gov

www.travel.state.gov/passport

Contact the NPIC for information on U.S. passports, 

including the status of pending applications, as well as the 

locations of the over 9,400 passport application acceptance 

facilities.

Overseas Citizens Services

Bureau of Consular Affairs

202-501-4444 (from overseas, M-F, 8:00 am - 8:00 pm, ET, 

except federal holidays)

202-647-4000 (After hours emergencies, Sundays, and 

holidays ask for the duty officer)

Toll free: 1-888-407-4747 (Emergencies and non-emergencies, 

M-F, 8:00 am - 8:00 pm, ET, except federal holidays)

www.travel.state.gov/travel

Contact the State Department for help with emergencies and 

non-emergencies affecting private Americans abroad.

Visa Services

202-485-7600 (M-F, 8:30 am - 5:00 pm, ET)

: nvcinquiry@state.gov

www.travel.state.gov/visa

Contact Visa Services for information on U.S. visas for 

foreigners.

Department of Transportation (DOT)

Aviation Consumer Protection Division (ACPD)

Office of Aviation Enforcement and Proceedings

1200 New Jersey Ave., SE

Washington, DC 20590

202-366-2220 (Airline Service Complaints)

Toll free: 1-800-778-4838 (Air travelers with disabilities 

hotline)

TTY: 1-800-455-9880

www.dot.gov/airconsumer

www.dot.gov/airconsumer/file-consumer-complaint

airconsumer.ost.dot.gov/spanish (in Spanish)

The ACPD receives complaints from members of the public 

regarding air travel consumer issues. It verifies compliance 

with the Department’s aviation consumer protection 

requirements and provides guidance to the industry and 

members of the public on consumer protection matters.

Federal Aviation Administration (FAA)

800 Independence Ave., SW

Washington, DC 20591

202-366-4000

Toll free: 1-866-835-5322

www.faa.gov

The FAA works to ensure that all air travel is safe.

FEDERAL AGENCIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 101

Federal Motor Carrier Safety Administration (FMCSA)

1200 New Jersey Ave., SE

Suite W60-300

Washington, DC 20590

202-366-2519

Toll free: 1-800-832-5660 (FMCSA Information Line)

TTY: 1-800-877-8339

www.fmcsa.dot.gov

www.protectyourmove.gov (Interstate moving 

information)

The FMCSA provides information about your rights when 

moving across state lines (interstate moves). Consumers 

should submit household goods commercial complaints or 

dangerous safety violations involving a commercial truck or 

passenger bus to this agency.

National Highway Traffic Safety Administration 

(NHTSA)

1200 New Jersey Ave., SE

West Building

Washington, DC 20590

Toll free: 1-888-327-4236 (Vehicle Safety Hotline)

TTY: 1-800-424-9153

www.nhtsa.dot.gov

NHTSA wants to hear from consumers regarding potential 

defects in their cars. NHTSA’s hotline has information on 

safety recalls, crash test ratings, child safety seats, bicycles, 

air bags, and impaired driving prevention.

Department of the Treasury

Bureau of the Fiscal Service

Tollfree: 1-800-304-3107 (Questions aboutdebtowedtoU.S.)

Toll free: 1-800-826-9434 (Questions about payments)

www.fiscal.treasury.gov

www.treasurydirect.gov (Treasury bonds)

This bureau operates the government’s collection and 

deposit systems, and borrows money through Treasury 

Direct to make sure that the federal government continues to 

operate. You can contact them to purchase bonds or to check 

on the maturity of bonds you have already purchased.

Internal Revenue Service (IRS)

Toll free: 1-800-829-1040 (Help for Individuals)

Toll free: 1-800-829-4933 (Help for Businesses)

Toll free: 1-800-829-4477 (Refund Status)

Toll free: 1-800-908-4490 (Report identity theft)

Toll free: 1-877-777-4778 (Taxpayer Advocate)

TTY: 1-800-829-4059

www.irs.gov

The IRS is responsible for collecting taxes for the federal 

government and enforcing tax laws. Use their website 

to access online applications, resources and taxpayer 

assistance services. Learn about electronic filing options, 

look up the status of your refund, print tax forms and 

instructions, look for preparers who can electronically file tax 

returns and find ways to connect with the IRS social media. If 

your personal tax questions require face-to-face assistance 

you may visit the Taxpayer Assistance Center closest to you. 

Locations are listed on www.irs.gov.

Office of the Comptroller of the Currency (OCC)

Customer Assistance Group

1301 McKinney St., Suite 3450

Houston, TX 77010

Toll free: 1-800-613-6743 (M-F, 7:00am - 7:00pm, CST)

TTY: 713-658-0340

www.helpwithmybank.gov

The OCC’s primary mission is to charter, regulate, and 

supervise 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 a safe and sound manner and in compliance with 

laws requiring fair treatment of their customers and fair 

access to credit and financial products.

United States Mint

Customer Service Center

2799 Reeves Rd.

Plainfield, IN 46168

1-800-872-6468

TTY: 1-888-321-6468 (M-F 8:30 am - 5:00 pm, ET)

www.usmint.gov

The Mint produces the coins that circulate throughout the 

United States. They also produce special edition coinage that 

can be purchased for coin collections.

Department of Veterans Affairs (VA) t

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

www.va.gov

The VA oversees and administers benefits for veterans 

and their families. Some programs include home loans, life 

insurance policies, financing education through the GI bill, 

job training, and health resources. For information about VA 

medical care or benefits, write, call or visit your nearest VA 

facility.

National Cemetery Administration (NCA)

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

www.cem.va.gov

Contact the NCA for information about burials, headstones 

or markers, the State Cemetery Grants Program, and 

presidential memorial certificates for veterans.

Veterans Benefits Administration (VBA)

810 Vermont Ave., NW

Washington, DC 20420

202-461-9763 (Publications only)

Toll free: 1-800-827-1000

TTY: 1-800-829-4833

www.vba.va.gov/VBA

The VBA helps veterans receive benefits, such as 

educational and financial resources.

FEDERAL AGENCIES

FEDERAL AGENCIES
102 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

Veterans Health Administration (VHA)

810 Vermont Ave., NW

Washington, DC 20420

Toll free: 1-877-222-8387

www.va.gov/health (Veteran health resources)

VHA serves the needs of America’s veterans by providing 

primary care, specialized care, and related medical and social 

support services.

Environmental Protection Agency (EPA)

Energy Star Program

1200 Pennsylvania Ave., NW, Room 6202J

Washington, DC 20460

703-412-3086

Toll free: 1-888-782-7937 (M-F, 9:00 am-5:00 pm, ET)

: hotline@energystar.gov

www.energystar.gov

The ENERGY STAR label is awarded to products for the 

home and office that are highly energy-efficient. The program 

encourages the use of energy-efficient products that both 

protect the environment and save consumers money.

Indoor Environments Division

1200 Pennsylvania Ave., NW

Mail Code 6609J

Washington, DC 20460

202-343-9370

Toll free: 1-800-438-4318

www.epa.gov/iaq/index.html

This agency is a central source of information on indoor 

air quality. It is responsible for implementing the Indoor 

Environments Program, a voluntary (non-regulatory) program 

to address indoor air pollution.

National Pesticide Information Center (NPIC)

Oregon State University

333 Weniger Hall

Corvallis, OR 97331-6502

Toll free: 1-800-858-7378 (7:30 am - 3:30 pm, PT, Multiple 

languages)

: npic@ace.orst.edu

www.npic.orst.edu

NPIC is a service that provides objective, science-based 

information about a wide variety of pesticide-related 

subjects, including pesticide products, pesticide poisonings, 

toxicology, and environmental chemistry.

National Service Center for Environmental 

Publications (NSCEP)

PO Box 42419

Cincinnati, OH 45242-0419

Toll free: 1-800-490-9198

: nscep@bps-lmit.com

www.epa.gov/nscep

NSCEP distributes EPA’s publications to the public. 

Consumers can order copies by phone and mail or download 

digital versions of the publications.

Office of Pollution Prevention and Toxics (OPPT)

1200 Pennsylvania Ave., NW

Mail Code 7401-M

Washington, DC 20460

202-564-3810

: oppt.homepage@epa.gov

www.epa.gov/oppt

www.epa.gov/dfe (Design for the Environment Safer 

Product Labeling program)

OPPT manages the risk of chemicals in the marketplace 

to keep pollutants out of the environment and promotes 

environmental stewardship. OPPT creates tools and provides 

information to the public so that they can properly store and 

dispose of chemcal products.

Safe Drinking Water Hotline

Office of Water (4100T)

1200 Pennsylvania Ave., NW

Washington, DC 20460

703-412-3330

Toll free: 1-800-426-4791 (10:00 am - 4:00 pm, ET, English and 

Spanish)

water.epa.gov/drink/hotline

The Office of Ground Water and Drinking Water helps 

protect public health by ensuring safe drinking water and 

protecting ground water.

Equal Employment Opportunity Commission 

(EEOC)

131 M St., NE

Washington, DC 20507

202-663-4900

Toll free: 1-800-669-4000

TTY: 202-663-4494

: info@eeoc.gov

www.eeoc.gov

The EEOC enforces laws that make discrimination illegal in 

the workplace. The commission oversees all types of work 

situations including hiring, firing, promotions, harassment, 

training, wages, and benefits.

Federal Communications Commission (FCC)

Consumer and Governmental Affairs Bureau (CGB)

445 12th St., SW

Washington, DC 20554

Toll free: 1-888-225-5322 (English and Spanish)

TTY: 1-888-835-5322

: fccinfo@fcc.gov

www.fcc.gov/consumers

CGB serves as the public face of the FCC through outreach 

and education, as well as through the Consumer Center, 

which is responsible for responding to consumer inquiries 

and complaints. FCC accepts public inquiries, informal 

complaints, and questions regarding cable, radio, satellite, 

telephone, television and wireless services.

FEDERAL AGENCIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 103

Federal Deposit Insurance Corporation (FDIC) t

Division of Depositor and Consumer Protection

Consumer Response Center

1100 Walnut St., Box #11

Kansas City, MO 64106

Toll free: 1-877-275-3342 (M-F, 8:00 am - 8:00 pm, ET)

TTY: 1-800-925-4618

www.fdic.gov

www2.fdic.gov/STARSMAIL/index.asp (Online 

Consumer Assistance Form)

FDIC responds to questions about federal deposit insurance 

coverage and handles complaints and inquiries about FDICinsured state banks which are not members of the Federal 

Reserve System.

Federal Maritime Commission

Office of Consumer Affairs and Dispute Resolution

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 shippers, 

ocean transportation intermediaries and cruise operators.

Federal Reserve System

Federal Reserve Consumer Help

PO Box 1200

Minneapolis, MN 55480

Toll free: 1-888-851-1920 (8:00 am - 6:00 pm, CT)

TTY: 1-877-766-8533 (8:00 am - 6:00 pm, CT)

: consumerhelp@federalreserve.gov

www.federalreserveconsumerhelp.gov

This division receives and tracks consumer complaints and 

questions regarding practices by banks and other financial 

institutions supervised by the Board of Governors of the 

Federal Reserve System.

Federal Trade Commission (FTC) t

Consumer Response Center

600 Pennsylvania Ave., NW

Washington, DC 20580

Toll free: 1-877-382-4357

TTY: 1-866-653-4261

www.ftc.gov

www.consumer.ftc.gov (Consumer information)

www.consumidor.ftc.gov (Consumer information, in 

Spanish)

www.consumer.gov (Consumer protection basics)

www.consumidor.gov (consumer.gov in Spanish)

www.OnGuardOnline.gov (Online security tips)

www.alertaenlinea.gov (OnGuard Online in Spanish)

www.Admongo.gov (Advertising literacy for kids)

www.ncpw.gov (National Consumer Protection Week)

www.military.ncpw.gov (Military Consumer Protection)

The FTC works for the consumer to prevent fraudulent, 

deceptive, and unfair business practices in the marketplace 

and to provide information to help consumers spot, stop, 

and avoid them. To file a complaint or to get free information 

on consumer issues, visit the website or call the toll free 

number. The FTC records consumer complaints (Internet, 

telemarketing, identity theft, and other fraud-related 

complaints) into the Consumer Sentinel Network, a secure, 

online database and investigative tool available to hundreds 

of civil and criminal law enforcement agencies.

General Services Administration (GSA) t

Federal Citizen Information Center (FCIC) 

1800 F Street, NW, 2nd Floor, Wing 1

Washington, DC 20405

For Catalog Orders: Send your name and address to 

Catalog, Pueblo, CO 81009

202-501-1794

Toll free: 1-800-333-4636 (8:00 am - 8:00 pm, ET, in English and 

Spanish)

www.USA.gov (U.S. government’s official web portal)

www.Publications.USA.gov (View and order 

publications)

www.kids.gov (Government websites for kids)

www.GobiernoUSA.gov (USA.gov in Spanish)

FCIC publishes the free Consumer Information Catalog, 

which lists more than 150 free and low-cost Federal booklets 

on a wide variety of consumer topics, and maintains a family 

of websites to help provide free, timely and useful information 

to citizens. Consumers can get the information they need 

in three ways: through printed publications at Publications.

USA.gov, by calling toll free 1-800-333-4636, or by visiting 

www.USA.gov. You can also stay updated on social media on 

Facebook: www.facebook.com/USAgov and on Twitter: @

USAgov.

Federal Relay Service (FRS)

Toll free: 1-800-877-0996 (Customer Service)

TTY: 1-800-877-8339

The FRS is a program that provides access to hearing 

impared and TTY users who wish to conduct official 

business with and within the federal government.

Fleet Vehicle Sales

2200 Crystal Dr.

Arlington, VA 22202

: autoauctions@gsa.gov

www.autoauctions.gsa.gov

GSA Fleet sells previously government-owned cars, trucks 

and other vehicles to consumers. These vehicles are sold at a 

discount through regional auctions.

Surplus Federal Property Sales

1800 F St., NW

Washington, DC 20405

Toll free: 1-866-333-7472

www.gsaauctions.gov

GSA helps federal agencies dispose of unneeded property 

by selling directly to the public. It sells personal property, real 

estate, and vehicles to the public through online auctions.

FEDERAL AGENCIES

FEDERAL AGENCIES
104 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

National Credit Union Administration

1775 Duke St.

Alexandria, VA 22314-3428

703-518-1140 (Office of Consumer Protection)

Toll free: 1-800-755-1030 (Consumer Assistance Hotline)

: consumerassistance@ncua.gov

www.ncua.gov

www.mycreditunion.gov (Consumer information)

NCUA is the federal agency that charters and supervises 

federal credit unions and insures savings in all federal and 

most state-chartered credit unions across the country 

through the National Credit Union Share Insurance Fund.

Office of Personnel Management (OPM)

1900 E St., NW

Washington, DC 20415

202-606-1800

TTY: 202-606-2532

: general@opm.gov

www.opm.gov

www.usajobs.gov (Federal employment information)

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)

Customer Contact Center

PO Box 151750

Alexandria, VA 22315-1750

Toll free: 1-800-400-7242 (M-F, 8:00 am-7:00 pm, ET)

TTY: 1-800-877-8339 (Federal relay service, ask to be 

connected to 1-800-400-7242)

: mypension@pbgc.gov

www.pbgc.gov

The PBGC protects the retirement incomes of workers in 

private sector defined pension benefit plans. When you call, 

it helps to have your social security number and your plan’s 

name or policy number.

Securities and Exchange Commission (SEC) t

Office of Investor Education and Advocacy (OIEA) 

100 F St., NE

Washington, DC 20549-0213

Toll free: 1-800-732-0330

: help@sec.gov

www.sec.gov

www.investor.gov (Investor information)

OIEA serves individual investors and is ready to help resolve 

investor complaints and answer questions.

Small Business Administration (SBA)

409 3rd St., SW, Suite 7600

Washington, DC 20416

202-205-6740

Toll free: 1-800-827-5722 (Information)

TTY: 1-800-877-8339

: answerdesk@sba.gov

www.sba.gov

www.business.usa.gov (Small business resources)

The SBA helps Americans start, build and grow businesses. 

Through an extensive network of field offices and 

partnerships the SBA aids, counsels, assists and protects 

the interests of small business concerns.

Social Security Administration (SSA)

Office of Public Inquiries

Windsor Park Building

6401 Security Blvd.

Baltimore, MD 21235

Toll free: 1-800-772-1213

TTY: 1-800-325-0778 (M-F, 7:00 am - 7:00 pm, ET)

www.socialsecurity.gov

The Social Security Administration provides retirement, 

survivors and disability benefits, as well as administers 

Supplemental Security Income (SSI) payments.

U.S. Commodity Futures Trading Commission 

(CFTC) t

Office of External Affairs

Three Lafayette Center

1155 21 St., NW

Washington, DC 20581

202-418-5000

TTY: 202-418-5514

: questions@cftc.gov

www.cftc.gov

CFTC protects market users and the public from fraud, 

manipulation, and abusive practices related to the sale 

of commodity and financial futures and options, and to 

foster open, competitive, and financially sound futures and 

option markets. The CFTC investigates and prosecutes 

commodities fraud, foreign currency schemes, energy 

manipulation and hedge fund fraud, and works with other 

federal and state agencies to bring enforcement actions. 

U.S. Postal Service (USPS)

Criminal Investigations Service Center 

Attn: Mail Fraud

433 W. Harrison St., Room 3255

Chicago, IL 60699-3255

Toll free: 1-877-876-2455

www.postalinspectors.uspis.gov

The U.S. Postal Inspection Service (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, found in the government pages of 

your telephone book or online.

FEDERAL AGENCIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 105

NATIONAL CONSUMER ORGANIZATIONS

AARP

601 E St., NW

Washington, DC 20049

Toll free: 1-888-687-2277 

Toll free: 1-800-646-2283 (Fraud Fighter Call Center)

Toll free: 1-877-342-2277 (in Spanish)

TTY: 1-877-434-7598

: member@aarp.org

www.aarp.org

AARP addresses the consumer problems and issues that 

especially impact the financial security of people 50 years 

and older. Through advocacy, AARP works to make the 

marketplace safer for all consumers and empowers members 

to protect themselves from fraud and deceptive practices.

American Council on Science and Health (ACSH)

1995 Broadway, Suite 202

New York, NY 10023-5882

212-362-7044

Toll free: 1-866-905-2694

: acsh@acsh.org

www.acsh.org

ACSH provides consumers with up-to-date scientifically 

sound information on the relationship between human 

health and chemicals, foods, lifestyles, and the environment. 

Booklets and special reports on a variety of topics are 

available.

Call for Action

11820 Parklawn Dr., Suite 340

Rockville, MD 20852

240-747-0229

www.callforaction.org

Call for Action is a nonprofit network of consumer hotlines. 

Their trained volunteers assist consumers to resolve 

problems with businesses, government agencies and other 

organizations.

Center for Auto Safety (CAS)

1825 Connecticut Ave., NW, Suite 330

Washington, DC 20009-5708

202-328-7700

www.autosafety.org

CAS advocates 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 Coaltion is an alliance of consumer groups, government 

agencies, and insurance companies dedicated to combating 

insurance fraud through research and public information.

Consumer Action

221 Main St., Suite 480

San Francisco, CA 94105

415-777-9635 (Consumer Complaints)

: hotline@consumer-action.org

www.consumer-action.org

Consumer Action is an education and advocacy organization 

specializing in finance, privacy, insurance, and healthcare 

issues. Consumer Action offers a multi-lingual consumer 

complaint hotline, and consumer education materials in 

several languages. Community-based organizations can 

receive these free publications in bulk.

Consumer Federation of America (CFA)

1620 I St., NW, Suite 200

Washington, DC 20006

202-387-6121

: cfa@consumerfed.org

www.consumerfed.org

CFA is a consumer advocacy and education organization. It 

represents consumer interests on issues such as, telephone 

service, insurance and financial services, product safety, 

health care, product liability and utilities. It develops and 

distributes studies of various consumer issues, as well as 

printed consumer guides.

NATIONAL CONSUMER ORGANIZATIONS

Contacting National Consumer Organizations

National Consumer Organizations are committed 

to assisting consumers and protecting their rights 

via advocacy, research, and outreach efforts. Some 

organizations assist individuals with problems, while 

others collect consumer complaints and statistics to better 

understand consumer trends and direct their advocacy 

efforts.
106 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

NATIONAL CONSUMER ORGANIZATIONS

Consumers Reports

101 Truman Ave.

Yonkers, NY 10703

914-378-2000

Toll free: 1-800-666-5261 (Consumer Reports Magazine)

Toll free: 1-800-333-0663 (ConsumerReports.org)

: customerservice@cr.consumer.org

www.consumerreports.org

www.consumersunion.org

Consumer Reports publishes a magazine of the same name. 

It is an independent, not-for-profit testing and information 

organization serving only consumers. Consumer Reports is 

a comprehensive source for unbiased advice about products 

and services, personal finance, health and nutrition, and 

other categories based on their independent tests. 

Families USA

1201 New York Ave., NW, Suite 1100

Washington, DC 20005

202-628-3030

: info@familiesusa.org

www.familiesusa.org

A national, nonprofit membership organization committed to 

comprehensive reform of health and long-term care, Families 

USA works to create materials to educate and mobilize 

consumers on healthcare issues.

Funeral Consumers Alliance (FCA)

33 Patchen Rd.

South Burlington, VT 05403

802-865-8300

: fca@funerals.org

www.funerals.org

FCA protects a consumer’s right to choose a dignified and 

affordable funeral. Local affiliates of FCA provide funeral 

planning information and some conduct funeral price 

surveys.

The Medicare Rights Center

520 8th Ave.

North Wing, 3rd Floor

New York City, NY 10018

Toll free: 1-800-333-4114 (Helpline)

: info@medicarerights.org

www.medicarerights.org

The Medicare Rights Center helps people with Medicare 

get the health care and medications they need and make the 

most of their Medicare rights and options.

The National Consumer Protection Technical 

Resource Center

PO Box 388

Waterloo, IA 50704-0388

Toll free: 1-877-808-2468

: info@smpresource.org

www.smpresource.org

Also known as Senior Medicare Patrol Programs (SMP), this 

organization assists Medicare beneficiaries and caregivers to 

avoid, detect and report health care fraud.

National Consumers League

1701 K St., NW, Suite 1200

Washington, DC 20006

202-835-3323

www.nclnet.org

www.fakechecks.org (Recognize fake checks)

www.fraud.org (Recognize and report frauds)

www.lifesmarts.org (Consumer competition for teens)

The NCL provides government and businesses with the 

consumer’s perspective on consumer issues and workplace 

concerns. The League sponsors the LifeSmarts competition, 

which is designed to develop the consumer and marketplace 

knowledge of teenagers. NCL also provides consumers with 

information to avoid becoming victims of fraud and to convey 

their complaints to law enforcement.

National Council on Aging (NCOA)

1901 L St., NW, 4th Floor

Washington, DC 20036

202-479-1200

TTY: 202-479-6674

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.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 107

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Alabama

State Office

Alabama Office of the Attorney 

General

Consumer Protection Section

501 Washington Ave.

Montgomery, AL 36104

334-242-7335

Toll free: 1-800-392-5658

www.ago.state.al.us

Alaska

State Office

Alaska Office of the Attorney 

General 

Consumer Protection Unit

1031 W. 4th Ave., Suite 200

Anchorage, AK 99501-5903

907-269-5200

Toll free: 1-888-576-2529

: consumerprotection@alaska.gov

www.law.state.ak.us

Arizona

State Offices

Arizona Office of the Attorney 

General - Phoenix

Consumer Information and Complaints

1275 W. Washington St.

Phoenix, AZ 85007

602-542-5763

Toll free: 1-800-352-8431 (except 

Phoenix)

: consumerinfo@azag.gov

www.azag.gov

Arizona Office of the Attorney 

General - Prescott

1000 Ainsworth Dr., Suite A-210

Prescott, AZ 86305

928-778-1265

www.azag.gov

Arizona Office of the Attorney 

General - Tucson

Consumer Information and Complaints

400 W. Congress St.

South Bldg., Suite 315

Tucson, AZ 85701-1367

520-628-6504

Toll free: 1-800-352-8431 (except in 

Maricopa and Pima Counties)

: 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 

Hotline)

: gotyourback@arkansasag.gov

www.arkansasag.gov

www.gotyourbackarkansas.org

California

State Offices

California Bureau of Automotive 

Repair

Department of Consumer Affairs

10949 N. Mather Blvd.

Rancho Cordova, CA 95670

Toll free: 1-800-952-5210 (Consumer 

Questions)

Toll free: 1-866-799-3811 (Complaint 

Intake)

: bareditor@dca.ca.gov

www.autorepair.ca.gov

California Department of Consumer 

Affairs

Consumer Information Division

1625 N. Market Blvd., Suite N 112

Sacramento, CA 95834

916- 445-1254

Toll free: 1-800-952-5210

TTY: 916-928-1227; 1-800-326-2297

: dca@dca.ca.gov

www.dca.ca.gov

California Office of the Attorney 

General

Public Inquiry Unit

PO Box 944255

Sacramento, CA 94244-2550

916-322-3360

Toll free: 1-800-952-5225 

TTY: 1-800-735-2929

www.oag.ca.gov

Contractors State License Board

9821 Business Park Dr.

Sacramento, CA 95827

916-255-3900 (Headquarters)

916-255-2924 (Northern CA)

562-345-7600 (Southern CA)

Toll free: 1-800-321-2752

www.cslb.ca.gov

County Offices

Contra Costa County District 

Attorney’s Office

Special Operations Division Consumer 

Division

900 Ward St., 4th Floor

Martinez, CA 94553

925-957-8604

www.co.contra-costa.ca.us

Fresno County District Attorney’s 

Office

Consumer Protection Division

929 L St.

Fresno, CA 93721

559-600-3156

: damail@co.fresno.ca.us

www.co.fresno.ca.us

Contacting Your Local Consumer Protection Offices

State, county, and city consumer protection offices offer a variety of important 

services. They might mediate complaints, conduct investigations, prosecute 

offenders of consumer laws, license and regulate professionals, provide 

educational materials, and advocate in the consumer interest. 

An advantage of contacting a city or county government office is that it is 

familiar with local businesses, ordinances, and state laws. 

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.

STATE, COUNTY, AND CITY
108 www.USA.gov t 

Kern County District Attorney’s 

Office

Consumer Protection Unit

Justice Building

1215 Truxtun Ave., 4th Floor

Bakersfield, CA 93301

661-868-7600

: investigation@co.kern.ca.us

www.co.kern.ca.us/da

Los Angeles County Department of 

Consumer Affairs

500 W. Temple St., Room B-96

Los Angeles, CA 90012-2722

213-974-1452

Toll free: 1-800-593-8222 (L.A. County)

TTY: 213-626-0913

: dca@dca.lacounty.gov

www.dca.lacounty.gov

Marin County District Attorney’s 

Office

Consumer Protection Unit

Hall of Justice, Room 130

3501 Civic Center Dr.

San Rafael, CA 94903

415-473-6450 

415-473-6495 (Mediation)

: consumer@marincounty.org

www.marincounty.org/depts/da

Monterey County District Attorney’s 

Office

Consumer Protection Division

1200 Aguajito Rd., Room 301

Monterey, CA 93940

831-755-5073 (Salinas)

831-647-7770 (Monterey)

831-385-8373 (King City)

www.co.monterey.ca.us

Napa County District Attorney’s 

Office

Consumer Affairs

931 Parkway Mall

Napa, CA 94559

707-253-4059 (Hotline)

: daconsumer@countyofnapa.org

www.countyofnapa.org

Orange County District Attorney’s 

Office

Consumer Protection Unit

401 Civic Center Dr., W

Santa Ana, CA 92701

714-834-6553

: consumercomplaint@da.ocgov.

com

www.orangecountyda.com

San Diego County District 

Attorney’s Office

Consumer Protection Unit

330 W. Broadway

San Diego, CA 92101

619-531-4040

619-531-3507 (Consumer Fraud Hotline)

www.sdcda.org

San Francisco County District 

Attorney’s Office

Special Operations Division Consumer 

Protection Unit

732 Brannan St.

San Francisco, CA 94102

415-551-9595 (Hotline)

: Districtattorney@sfgov.org

www.sfdistrictattorney.org

San Luis Obispo County District 

Attorney’s Office

Economic Crime Unit

Consumer Advisory

County Courthouse Annex

1050 Monterey St., Room 223

San Luis Obispo, CA 93408

805-781-5856

www.slocounty.ca.gov

San Mateo County District 

Attorney’s Office

Consumer and Environmental 

Crimes Unit

Hall of Justice and Records

400 County Center, 3rd Floor

Redwood City, CA 94063

650-363-4651 

650-363-4636 (Complaints)

www.co.sanmateo.ca.us

Santa Barbara County District 

Attorney’s Office

Consumer Mediation Services

1112 Santa Barbara St.

Santa Maria, CA 93101

805-568-2300

www.countyofsb.org/da

Santa Clara County District 

Attorney’s Office

Consumer Protection Unit

70 W. Hedding St.

West Wing

San Jose, CA 95110

408-792-2880

: consumer_mediation@da.sccgov.

org

www.santaclara-da.org

Santa Cruz County District 

Attorney’s Office

Consumer Affairs Unit

701 Ocean St., Room 200

Santa Cruz, CA 95060

831-454-2050

TTY: 831-454-2123

: dao@co.santa-cruz.ca.us

www.co.santa-cruz.ca.us

Solano County District Attorney’s 

Office

Consumer and Environmntal Crimes

675 Texas St., Suite 4500

Fairfield, CA 94533

707-784-6859

: SolanoDA@solanocounty.com

www.co.solano.ca.us/depts/da/

Stanislaus County District 

Attorney’s Office

Consumer Protection Unit

832 12th St., Suite 300

Modesto, CA 95354

209-525-5550

www.stanislaus-da.org

Ventura County District Attorney’s 

Office

Consumer Mediation Section

800 S. Victoria Ave.

Ventura, CA 93009

805-654-3110

Toll free: 1-800-660-5474 ext. 3110 

(Ventura)

www.vcdistrictattorney.com

City Offices

Los Angeles City Attorney’s Office

Consumer Protection Unit

200 N. Main St.,

800 City Hall East

Los Angeles, CA 90012

213-978-8070

TTY: 213-978-8310

www.atty.lacity.org

San Diego City Attorney’s Office

Consumer and Environmental 

Protection Unit

1200 Third Ave., #1620

San Diego, CA 92101

619-533-5600

TTY: 619-702-7198

: cityattorney@sandiego.gov

www.sandiego.gov/cityattorney

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 109

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, 10th Floor

Denver, CO 80203

720-508-6006

Toll free: 1-800-222-4444 

: stop.fraud@state.co.us

www.coloradoattorneygeneral.gov

County Offices

Fourth Judicial District Attorney’s 

Office - El Paso and Teller Counties

Economic Crimes Division

105 E. Vermijo Ave.

Colorado Springs, CO 80903

719-520-6000 

719-520-6002 (Fraud Hotline)

www.4thjudicialda.com

Pueblo County District Attorney’s 

Office

Economic Crimes Unit

701 Court St.

Pueblo, CO 81003

719-583-6030

county.pueblo.org

Weld County District Attorney’s 

Office

915 10th St.

PO Box 1167

Greeley, CO 80632-1167

970-356-4010

www.co.weld.co.us

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 Office of the Attorney 

General

Consumer Assistance Unit

55 Elm St.

Hartford, CT 06106

860-808-5420

www.ct.gov/ag

Department of Consumer Protection

165 Capitol Ave.

Hartford, CT 06106-1630

860-713-6300

Toll free: 1-800-842-2649

TTY: 860-713-7240

: dcp.frauds@ct.gov

www.ct.gov/dcp

Delaware

State Office

Delaware Department of Justice

Consumer Protection Division

Carvel State Office Building

820 N. French St., 5th Floor

Wilmington, DE 19801

302-577-8600

Toll free: 1-800-220-5424

: consumer.protection@state.de.us

www.attorneygeneral.delaware.

gov

District of Columbia

City Offices

Department of Consumer and 

Regulatory Affairs

1100 4th St., SW

Washington, DC 20024

202-442-4400

TTY: 202-123-4567

: dcra@dc.gov

www.consumer.dc.gov

www.dcra.dc.gov

Office of the Attorney General

Consumer Protection and Antitrust

441 4th St., NW

Washington, DC 20001

202-442-9828 (Hotline)

: consumer.protection@dc.gov

www.consumer.dc.gov

www.oag.dc.gov

Florida

State Offices

Florida Department of Agriculture 

and Consumer Services

Division of Consumer Services

Terry Lee Rhodes Building

2005 Apalachee Pkwy.

Tallahassee, FL 32399-6500

850-410-3800

Toll free: 1-800-435-7352

Toll free: 1-800-352-9832 (in Spanish)

www.800helpfla.com

Florida Department of Financial 

Services

Division of Consumer Services

200 E. Gaines St.

Tallahassee, FL 32399

850-413-3089

Toll free: 1-877-693-5236

: consumer.services@myfloridacfo.

com

www.myfloridacfo.com/Division/

Consumers

Florida Office of the Attorney 

General

PL-01 The Capitol

Tallahassee, FL 32399-1050

850-414-3990

Toll free: 1-866-966-7226

Toll free: 1-800-203-3099

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 33301-5000

954-712-4600

www.myfloridalegal.com

Jacksonville Branch - Office of the 

Attorney General

Consumer Protection Division

1300 Riverplace Blvd., Suite 405

Jacksonville, FL 32207

904-348-2720

www.myfloridalegal.com

Miami Branch - Office of the 

Attorney General

Consumer Protection Division

444 Brickell Ave. 

Rivergate Plaza, 5th Floor

Miami, FL 33131

305-377-5835

www.myfloridalegal.com

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY
110 www.USA.gov t 

Orlando Branch - Office of the 

Attorney General

Consumer Protection Division

135 W. Central Blvd., Suite 1000

Orlando, FL 32801

407-999-5588

www.myfloridalegal.com

Tampa Branch - Office of the 

Attorney General

Consumer Protection Division

Concourse Center 4

3507 E. Frontage Rd., Suite 325

Tampa, FL 33607-1795

813-287-7950

www.myfloridalegal.com

West Palm Beach Branch - Office of 

the Attorney General

Economic Crimes Division

1515 N. Flagler Dr., Suite 900

West Palm Beach, FL 33401

561-837-5000

www.myfloridalegal.com

County Offices

Broward County Permitting, 

Licensing Consumer Protection 

Division

1 N. University Dr., Box 302

Plantation, FL 33324

954-765-4400

: consumer@broward.org

www.broward.org/

permittingandlicensing

Miami-Dade County Consumer 

Services Department

Consumer Protection Section

140 W. Flagler St.

Miami, FL 33130

305-375-3677

: consumer@miamidade.gov

www.miamidade.gov/csd

Hillsborough County Consumer 

Protection Agency

1101 E. 139th Ave.

Tampa, FL 33613

813-903-3430

www.hillsboroughcounty.org/

consumerprotection

Office of the State Attorney for 

Miami-Dade County

Economic Crime Division

1350 N.W. 12 Ave.

Miami, FL 33136-2111

305-547-0671

www.miamisao.com

Orange County Consumer Fraud 

Unit

415 N. Orange Ave.

Orlando, FL 32801

407-836-2490

: fraudhelp@sao9.org

www.orangecountyfl.net

Palm Beach County Consumer 

Affairs Division

50 S. Military Tr., Suite 201

West Palm Beach, FL 33415

561-712-6600

Toll free: 1-888-852-7362 (Boca Raton/

Delray/Glades)

www.pbcgov.com/consumer

Pinellas County Office of Consumer 

Services

631 Chestnut St.

Clearwater, FL 33756

727-464-6200

: consumer@pinellascounty.org

www.pinellascounty.org/consumer

Georgia

State Office

Georgia Governors Office of 

Consumer Affairs

2 Martin Luther King, Jr. Dr., SE 

Suite 356

Atlanta, GA 30334-9077

404-651-8600

Toll free: 1-800-869-1123

www.consumer.georgia.gov

Hawaii

State Offices

Hawaii Department of Commerce 

and Consumer Affairs - Hilo

Office of Consumer Protection

345 Kekuanaoa St., Suite 12

Hilo, HI 96720

808-933-0910

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca

Hawaii Department of Commerce 

and Consumer Affairs - Honolulu

Office of Consumer Protection

Leiopapa A Kamehameha Building

235 S. Beretania St., Suite 801

Honolulu, HI 96813

808-586-2630

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca/ocp

Hawaii Department of Commerce 

and Consumer Affairs - Wailuku

Office of Consumer Protection

1063 Lower Main St., Suite C-216

Wailuku, HI 96793

808-243-4648

808-587-3222 (Consumer Resource 

Center)

: ocp@dcca.hawaii.gov

www.hawaii.gov/dcca/ocp

Idaho

State Office

Idaho Office of the Attorney General

Consumer Protection Division

954 W. Jefferson, 2nd Floor

Boise, ID 83720

208-334-2424

Toll free: 1-800-432-3545

www.ag.idaho.gov

Illinois

State Offices

Illinois Office of the Attorney General 

- Carbondale

Consumer Fraud Bureau

601 S. University Ave.

Carbondale, IL 62901

618-529-6400

Toll free: 1-800-243-0607 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-675-9339

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney General 

- Chicago

Consumer Fraud Bureau

100 W. Randolph St.

Chicago, IL 60601

312-814-3000

Toll free: 1-800-386-5438 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-800-964-3013

www.illinoisattorneygeneral.gov

Illinois Office of the Attorney General 

- Springfield

Consumer Fraud Bureau

500 S. 2nd St.

Springfield, IL 62706

217-782-1090

Toll free: 1-800-243-0618 (Fraud Hotline)

Toll free: 1-866-310-8398 (in Spanish)

TTY: 1-877-844-5461

www.illinoisattorneygeneral.gov

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 111

Regional Offices

Chicago South Regional Office of 

the Attorney General

7906 S. Cottage Grove Ave.

Chicago, IL 60619

773-488-2600

TTY: 1-866-717-8798

www.illinoisattorneygeneral.gov

Chicago West Regional Office of the 

Attorney General

306 N. Pulaski Rd.

Chicago, IL 60624

773-265-8808

TTY: 1-866-717-8804

www.illinoisattorneygeneral.gov

East Central Illinois Regional Office 

of the Attorney General

1776 E. Washington St.

Urbana, IL 61802

217-278-3366

TTY: 217-278-3371

www.illinoisattorneygeneral.gov

Metro East Illinois Regional Office of 

the Attorney General

201 W. Pointe Dr., Suite 7

Belleville, IL 62226

618-236-8616

TTY: 618-236-8619

www.illinoisattorneygeneral.gov

Northern Illinois Regional Office of 

the Attorney General

Zeke Giorgi Center

200 S. Wyman St., Suite 307

Rockford, IL 61101

815-967-3883

TTY: 815-967-3891

www.illinoisattorneygeneral.gov

West Central Illinois Regional Office 

of the Attorney General

628 Maine St.

Quincy, IL 62301

217-223-2221

TTY: 217-223-2254

www.illinoisattorneygeneral.gov

County Office

Cook County State Attorney’s Office

Consumer Fraud Unit

69 W. Washington St., Suite 3130

Chicago, IL 60602

312-603-8600

312-603-8700 (Consumer Line)

: consumer@cookcountygov.com.

www.statesattorney.org/index2/

consumer_fraud.html

City Offices

Des Plaines Consumer Protection 

Commission

City Hall 

1420 Miner St., 6th Floor

Des Plaines, IL 60016

847-391-5006

: consumerprotection@desplaines.

org

www.desplaines.org

Chicago Division of Business Affairs 

and Consumer Protection

City Hall

121 N. LaSalle St., 8th Floor

Chicago, IL 60602

312-744-6060

TTY: 312-744-0246

www.cityofchicago.org/

ConsumerServices

Indiana

State Office

Indiana Office of the Attorney 

General

Consumer Protection Division

Government Center South, 5th Floor

302 W. Washington St.

Indianapolis, IN 46204

317-232-6330

Toll free: 1-800-382-5516 (Consumer 

Hotline)

www.indianaconsumer.com

Iowa

State 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@ag.state.ia.us

www.IowaAttorneyGeneral.org

Kansas

State Office

Kansas Office of Attorney General

Consumer Protection Division

120 S.W. 10th St., Suite 430

Topeka, KS 66612-1597

785-296-3751 

Toll free: 1-800-432-2310

www.ag.ks.gov

County Offices

Douglas County District Attorney’s 

Office

Consumer Protection Division

111 E. 11th St.

Lawrence, KS 66044

785-330-2849 (Consumer Hotline)

785-841-0211 (Main)

: districtattorney@douglas-county.

com

www.douglas-county.com/depts/

da/da_cpu.aspx

Johnson County District Attorney’s 

Office

Consumer Protection Division

Consumer Fraud Unit

PO Box 728

Olathe, KS 66051

913-715-3003 (Consumer Hotline)

da.jocogov.org

Sedgwick County District Attorney’s 

Office

Consumer Division

1900 E. Morris St.

Wichita, KS 67211

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.

Frankfort, KY 40601

502-696-5389

Toll free: 1-888-432-9257 (Hotline)

www.ag.ky.gov/cp

Kentucky Office of the Attorney 

General - Louisville

Consumer Protection Division

310 Whittington Pkwy., Suite 101

Louisville, KY 40222

502-429-7134

Toll free: 1-888-432-9257 (Hotline)

: consumer.protection@ag.ky.gov

www.ag.ky.gov/cp

Kentucky Office of the Attorney 

General - Prestonsburg

361 N. Lake Dr.

Prestonsburg, KY 41653

606-889-1821

Toll free: 1-888-432-9257 (Hotline)

www.ag.ky.gov/cp

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY
112 www.USA.gov t 

Louisiana

State Office

Louisiana Office of the Attorney 

General

Consumer Protection Section

1885 N. 3rd St.

Baton Rouge, LA 70802

225-326-6465

Toll free: 1-800-351-4889

: ConsumerInfo@ag.state.la.us

www.ag.state.la.us

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

Maine Attorney General’s Office

Consumer Information and Mediation 

Service

Six State House Station

Augusta, ME 04333

207-626-8849

Toll free: 1-800-436-2131

: consumer.mediation@maine.gov

www.maine.gov/ag

Bureau of Consumer Credit 

Protection

35 State House Station

Augusta, ME 04333

207-624-8527

Toll free: 1-800-332-8529

TTY: 1-888-577-6690

www.credit.maine.gov

Maryland

State Office

Maryland Office of the Attorney 

General

Consumer Protection Division

200 Saint Paul Pl.

Baltimore, MD 21202

410-528-8662 (Consumer Mediation)

410-576-6550 (Consumer Information)

410-528-1840 (Medical billing complaints)

Toll free: 1-888-743-0023 (Switchboard)

Toll free: 1-877-261-8807 (Health plan 

decision appeals)

TTY: 410-576-6372

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Regional Offices

Maryland Attorney General’s 

Office - Eastern Shore

Consumer Protection Division

201 Baptist St.

Salisbury, MD 21801-4976

410-713-3620

Toll free: 1-888-743-0023

TTY: 410-576-6372 (Baltimore office)

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

Maryland Attorney General’s 

Office - Southern Maryland

15045 Burnt Store Rd.

Hughesville, MD 20637

301-274-4620

Toll free: 1-866-366-8343

TTY: 410-576-6372 (Baltimore office)

: consumer@oag.state.md.us

www.oag.state.md.us/Consumer

Maryland Attorney General’s 

Office - Western Maryland

Consumer Protection Division

44 N. Potomac St., Suite 104

Hagerstown, MD 21740

301-791-4780

TTY: 410-576-6372 (Baltimore office)

: consumer@oag.state.md.us

www.oag.state.md.us/consumer

County Offices

Howard County Office of Consumer 

Affairs

6751 Columbia Gateway Dr.

Columbia, MD 21046

410-313-6420

: consumer@howardcountymd.gov

www.howardcountymd.gov

Montgomery County Office of 

Consumer Protection

100 Maryland Ave., Suite 330

Rockville, MD 20850

240-777-3636

240-777-3681 (Anonymous Consumer 

Tip Line)

TTY: 240-773-3556

: ConsumerProtection@

montgomerycountymd.gov

www.montgomerycountymd.gov/

consumer

Massachusetts

State Offices

Massachusetts Office of the 

Attorney General

Public Inquiry and Assistance Center

One Ashburton Pl., 18th Floor

Boston, MA 02108-1518

617-727-8400 (Consumer Hotline)

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Office of Consumer Affairs and 

Business Regulation

10 Park Plaza, Suite 5170

Boston, MA 02116

617-973-8700 

Toll free: 1-888-283-3757 (Consumer 

Hotline)

TTY: 1-800-720-3480

www.mass.gov/ocabr

Regional Offices

Office of the Attorney General - 

Central Massachusetts Region

Public Inquiry and Assistance Center

10 Mechanic St.

Suite 301

Worcester, MA 01608

508-792-7600

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Office of the Attorney General - 

Southern Massachusetts Region

Public Inquiry and Assistance Center

105 William St., 1st Floor

New Bedford, MA 02740-6257

508-990-9700

617-727-8400 (Hotline) 

TTY: 617-727-4765

: ago@state.ma.us

www.mass.gov/ago

Office of the Attorney General - 

Western Massachusetts Region

Consumer Protection Division

1350 Main St., 4th Floor

Springfield, MA 01103-1629

413-784-1240

617-727-8400 (Hotline)

TTY: 617-727-4765 

: ago@state.ma.us

www.mass.gov/ago

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 113

County Offices

Norfolk District Attorney’s Office

Consumer Protection Division

45 Shawmut Rd.

Canton, MA 02021

781-830-4800 ext. 279

TTY: 617-727-0434

www.norfolkda.com

Northwestern District Attorney’s 

Office - Franklin County

Consumer Protection Unit

13 Conway St.

Greenfield, MA 01301

413-774-3186

www.

northwesterndistrictattorney.org

Northwestern District Attorney’s 

Office - Hampshire County

Consumer Protection Division

One Gleason Plaza

Northampton, MA 01060

413-586-9225

www.

northwesterndistrictattorney.org

Springfield Mayor’s Office of 

Consumer Information

City Hall, Room 315

36 Court St.

Springfield, MA 01103

413-787-6437

TTY: 413-787-6154

: moci@springfieldcityhall.com

www.springfieldcityhall.com

City Offices

Boston Consumer Affairs and 

Licensing

One City Hall Square, Room 817

Boston, MA 02201-2039

617-635-3834

: MOCAL@cityofboston.gov

www.cityofboston.gov/

consumeraffairs

Cambridge Consumers’ Council

831 Massachusetts Ave., 1st Floor

Cambridge, MA 02139

617-349-6150

TTY: 617-349-6112

: consumer@cambridgema.gov

www.cambridgema.gov/

consumercouncil

Newton-Brookline Consumer 

Office

Newton City Hall

1000 Commonwealth Ave.

Newton Centre, MA 02459

617-796-1292

TTY: 617-796-1089

www.newtonma.gov

Revere Consumer Affairs Office

281 Broadway

Revere, MA 02151

781-286-8114

www.revere.org

Michigan

State Offices

Office of the Attorney General

Consumer Protection Division

PO Box 30213

Lansing, MI 48909-7713

517-373-1140

Toll free: 1-877-765-8388

www.michigan.gov/ag

Michigan Department of 

Agriculture and Rural Development

Consumer Protection Section

Weights & Measures

PO Box 30017

Lansing, MI 48909

Toll free: 1-800-292-3939

www.michigan.gov/wminfo

County Office

Macomb County Consumer 

Protection Unit

One S. Main St., 3rd Floor

Mt. Clemens, MI 48043

586-469-5600

www.macombcountymi.gov/

prosecutorsoffice

Minnesota

State Office

Office of the Attorney General

Consumer Services Division

1400 Bremer Tower

445 Minnesota St.

St. Paul, MN 55101

651-296-3353

Toll free: 1-800-657-3787

TTY: 651-297-7206 or 1-800-366-4812

www.ag.state.mn.us

City Office

Minneapolis Department of 

Regulatory Services

Business Licenses & Consumer 

Services

City Hall, Room 1C

350 S. 5th St.

Minneapolis, MN 55415

612-673-2080

TTY: 612-673-2157

: minneapolis311@minneapolismn.

gov

www.ci.minneapolis.mn.us/

business-licensing/

Mississippi

State Offices

Mississippi Department of 

Agriculture and Commerce

Bureau of Regulatory Services 

Consumer Protection

PO Box 1609

Jackson, MS 39215

601-359-1148

www.mdac.state.ms.us

Mississippi Office of the Attorney 

General

Consumer Protection Division

PO Box 22947

Jackson, MS 39225-2947

601-359-4230

Toll free: 1-800-281-4418

www.ago.state.ms.us

Missouri

State Office

Missouri Office of the Attorney 

General

Consumer Protection Unit

PO Box 899

Jefferson City, MO 65102

573-751-3321

Toll free: 1-800-392-8222 (Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Regional Office

Missouri Office of theAttorney 

General Office

Consumer Protection Division

Old Post Office Building

815 Olive St., Suite 200

St. Louis, MO 63101

314-340-6816

Toll free: 1-800-392-8222 (Hotline)

: consumer.help@ago.mo.gov

www.ago.mo.gov

Montana

State Office

Montana Department of Justice

Office of Consumer Protection

2225 11th Ave.

PO Box 200151

Helena, MT 59620-0151

406-444-4500

Toll free: 1-800-481-6896

: contactocp@mt.gov

www.doj.mt.gov/consumer

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY
114 www.USA.gov t 

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.ne.gov

Nevada

State Office

Nevada Department of Business and 

Industry

Fight Fraud Task Force

555 E. Washington Ave., Suite 4900

Las Vegas, NV 89101

702-486-2750

www.fightfraud.nv.gov

New Hampshire

State Office

New Hampshire Office of the 

Attorney General

Consumer Protection and Antitrust 

Bureau

33 Capitol St.

Concord, NH 03301

603-271-3641

Toll free: 1-888-468-4454 (Consumer 

Protection Hotline)

TTY: 1-800-735-2964

: DOJ-CPB@doj.nh.gov

www.doj.nh.gov/consumer

New Jersey

State Office

Department of Law and Public 

Safety

Division of Consumer Affairs

124 Halsey St.

Newark, NJ 07102

973-504-6200

Toll free: 1-800-242-5846

TTY: 973-504-6588

: askconsumeraffairs@lps.state.nj.us

www.njconsumeraffairs.gov

County Offices

Bergen County Office of Consumer 

Protection

One Bergen County Plaza, 3rd Floor

Hackensack, NJ 07601-7076

201-336-6400

www.co.bergen.nj.us

Burlington County Office of 

Consumer Affairs/Weights & 

Measures

PO Box 6000

Mount Holly, NJ 08060-6000

609-265-5098 (Weights & Measures)

609-265-5054 (Consumer Affairs)

: consumer@co.burlington.nj.us

www.co.burlington.nj.us

Cape May County Consumer Affairs

Four Moore Rd., DN 310

Cape May Court House, NJ 08210-1601

609-463-6475

: consumer@co.cape-may.nj.us

www.capemaycountygov.net

Cumberland County Department of 

Consumer Affairs

788 E. Commerce St.

Bridgeton, NJ 08302

856-453-2203

www.co.cumberland.nj.us

Essex County Division of Consumer 

Services

50 S. Clinton St., Suite 3201

East Orange, NJ 07018

973-395-8350

www.essex-countynj.org

Gloucester County Office of 

Consumer Protection/Weights & 

Measures

254 County House Rd.

Clarksboro, NJ 08020

856-384-6855

www.co.gloucester.nj.us/depts/c/

cpwm

Hudson County Division of 

Consumer Affairs

583 Newark Ave.

Jersey City, NJ 07306

201-795-6295 (Hotline)

www.hudsoncountynj.org

Hunterdon County Office of 

Consumer Affairs

PO Box 2900

Flemington, NJ 08822

908-806-5174

www.co.hunterdon.nj.us/

consumeraffairs.htm

Mercer County Office of Consumer 

Affairs

640 S. Broad St.

PO Box 8068

Trenton, NJ 08650-0068

609-989-6671

www.mercercounty.org

Middlesex County Consumer Affairs

711 Jersey Ave.

New Brunswick, NJ 08901

732-745-3875

: consumer@co.middlesex.nj.us

www.co.middlesex.nj.us/

consumeraffairs

Monmouth County Department of 

Consumer Affairs

Hall of Records Annex

One E. Main St.

Freehold, NJ 07728-1255

732-431-7900

: consumeraffairs@co.monmouth.

nj.us

www.co.monmouth.nj.us

Ocean County Department of 

Consumer Affairs

1027 Hooper Ave., Bldg. 2

Toms River, NJ 08754-2191

732-929-2105

: ConsumerAffairs@co.ocean.nj.us

www.co.ocean.nj.us

Passaic County Department of 

Consumer Protection/Weights & 

Measures

Department of Law

1310 Route 23 N

Wayne, NJ 07470

973-305-5881 (Consumer Protection)

973-305-5750 (Weights & Measures)

www.passaiccountynj.org

Somerset County Division of 

Consumer Protection

20 Grove St.

PO Box 3000

Somerville, NJ 08876-1262

908-203-6080

: consumerprotection@co.somerset.

nj.us

www.co.somerset.nj.us

Union County Department of Public 

Safety

Division of Consumer Affairs

300 North Ave., E

Westfield, NJ 07090

908-654-9840

www.ucnj.org

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 115

City Offices

Nutley Consumer Affairs

Department of Public Affairs

149 Chestnut St.

Nutley, NJ 07110

973-284-4976

www.nutleynj.org

Secaucus Department of Consumer 

Affairs

Municipal Government Center

1203 Patterson Plank Rd.

Secaucus, NJ 07094

201-330-2008

www.njconsumeraffairs.gov/ocp/

countyoff.htm

Union Consumer Affairs Office

1976 Morris Ave.

Union, NJ 07083

908-851-5458

www.uniontownship.com

New Mexico

State Office

New Mexico Office of Attorney 

General

Consumer Protection Division

PO Drawer 1508

Santa Fe, NM 87504-1508

505-827-6009 (Santa Fe)

505-222-9100 (Albuquerque)

575-526-2280(Las Cruces)

Toll free: 1-800-678-1508

www.nmag.gov

New York

State Offices

New York State Department of State

Division of Consumer Protection

Consumer Assistance Unit

99 Washington Ave.

Albany, NY 12231-0001

518-474-8583

Toll free: 1-800-697-1220

www.dos.ny.gov/

consumerprotection

Office of the Attorney General - 

Albany Office

Bureau of Consumer Frauds and 

Protection

State Capitol

Albany, NY 12224-0341

518-474-5481

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Office of the Attorney General - New 

York City Office

Bureau of Consumer Frauds and 

Protection

120 Broadway, 3rd Floor

New York, NY 10271-0332

212-416-8300

212-416-8345 (in Spanish)

Toll free: 1-800-771-7755 (Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Regional Offices

Binghamton Regional Office of the 

Attorney General

State Office Building, 17th Floor

44 Hawley St.

Binghamton, NY 13901

607-721-8771

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Brooklyn Regional Office of the 

Attorney General

55 Hanson Place, Suite 1080

Brooklyn, NY 11217

718-722-3949

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Buffalo Regional Office of the 

Attorney General

Main Place Tower, Suite 300A

350 Main St.

Buffalo, NY 14202

716-853-8404

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Harlem Regional Office of the 

Attorney General

163 W. 125th St., Suite 1324

New York, NY 10027

212-961-4475

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Nassau Regional Office of the 

Attorney General

200 Old Country Rd., Suite 240

Mineola, NY 11501

516-248-3301

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Plattsburgh Regional Office of the 

Attorney General

43 Durkee St., Suite 700

Plattsburgh, NY 12901-2958

518-562-3282

Toll free: 1-800-771-7755

TTY: 1-800-788-9898

www.ag.ny.gov

Poughkeepsie Regional Office of the 

Attorney General

One Civic Center Plaza, Suite 401

Poughkeepsie, NY 12601-3157

845-485-3900

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Rochester Regional Office of the 

Attorney General

144 Exchange Blvd., Suite 200

Rochester, NY 14614-2176

585-546-7430

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Suffolk Regional Office of the 

Attorney General

300 Motor Parkway, Suite 230

Hauppauge, NY 11788

631-231-2401

Toll free: 1-800-771-7755 (Consumer 

Helpline)

TTY: 1-800-788-9898

www.ag.ny.gov

Syracuse Regional Office of the 

Attorney General

615 Erie Blvd. W, Suite 102

Syracuse, NY 13204

315-448-4848

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Utica Regional Office of the Attorney 

General

207 Genesee St., Room 508

Utica, NY 13501

315-793-2225

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY
116 www.USA.gov t 

Watertown Regional Office of the 

Attorney General

Dulles State Office Building

317 Washington St.

Watertown, NY 13601

315-785-2444

Toll free: 1-800-771-7755 (Consumer 

Hotline)

TTY: 1-800-788-9898

www.ag.ny.gov

Westchester Regional Office of the 

Attorney General

101 E. Post Rd.

White Plains, NY 10601-5008

914-422-8794

Toll free: 1-800-771-7755 (Consumer 

Helpline)

TTY: 1-800-788-9898

www.ag.ny.gov

County Offices

Albany County Department of 

Consumer Affairs

112 State St., Suite 1207-08

Albany County Office Building

Albany, NY 12207

518-447-7581

: consumer_complaints@

albanycounty.com

www.albanycounty.com

Nassau County Office of Consumer 

Affairs

200 County Seat Dr.

Mineola, NY 11501

516-571-2600

www.nassaucountyny.gov

Orange County Department of 

Consumer Affairs

99 Main St.

Goshen, NY 10924

845-360-6700

www.co.orange.ny.us

Putnam County Department of 

Consumer Affairs

110 Old Route 6, Bldg. 3

Carmel, NY 10512

845-808-1617

: PutnamConsumerAffairs@

putnamcountyny.gov

www.putnamcountyny.gov

Rockland County Office of 

Consumer Protection

18 New Hempstead Rd., 6th Floor

New City, NY 10956

845-708-7600

www.rocklandgov.com

Schenectady County Department 

of Consumer Affairs/Bureau of 

Weights & Measures

64 Kellar Ave.

Schenectady, NY 12306

518-356-7473 (Consumer Affairs)

518-356-6795 (Weights & Measures)

www.schenectadycounty.com

Ulster County Consumer Fraud 

Bureau

Consumer Fraud Bureau

20 Lucas Ave.

Kingston, NY 12401-3708

845-340-3260

www.ulstercountyny.gov/

consumerfraud

Westchester County Department of 

Consumer Protection

148 Martine Ave., Room 407

White Plains, NY 10601

914-995-2155

: conpro@westchestergov.com

consumer.westchestergov.com

City Offices

Town of Colonie Attorney

Consumer Protection Board

Memorial Town Hall

534 Loudon Rd.

Newtonville, NY 12128

518-783-2790

www.colonie.org

Mt. Vernon Office of Consumer 

Affairs

City Hall

One Roosevelt Square

Mount Vernon, NY 10550

914-665-2433

www.cmvny.com

New York City Department of 

Consumer Affairs

42 Broadway, 9th Floor

New York, NY 10004

212-639-9675

TTY: 212-487-2710

www.nyc.gov/consumers

Yonkers Consumer Protection 

Bureau

87 Nepperhan Ave., Room 212

Yonkers, NY 10701

914-377-3000 (Helpline)

www.yonkersny.gov

North Carolina

State Offices

North Carolina Department of 

Agriculture and Consumer Services

1001 Mail Service Center

Raleigh, NC 27699-1001

919-707-3000

www.ncagr.gov

North Carolina Office of the Attorney 

General

Consumer Protection Division

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 and Antitrust 

Division

Gateway Professional Center

1050 E. Interstate Ave., Suite 200

Bismarck, ND 58503-5574

701-328-3404

Toll free: 1-800-472-2600

TTY: 1-800-366-6888

: ndag@nd.gov

www.ag.nd.gov

Ohio

State Office

Ohio Office of the Attorney General

Consumer Protection Section

30 E. Broad St., 14th Floor

Columbus, OH 43215-3400

614-466-4986

Toll free: 1-800-282-0515

www.ohioattorneygeneral.gov

County Offices

Cuyahoga County Department of 

Consumer Affairs

5398 1/2 Northfield Rd.

Maple Heights, OH 44137

216-443-7035

www.fiscalofficer.cuyahogacounty.

us/en-US/ConsumerAffairs.aspx

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 117

Summit County Office of Consumer 

Affairs

175 S. Main St., Suite 209

Akron, OH 44308

330-643-2879

: consumeraffairs@summitoh.net

www.co.summit.oh.us/

consumeraffairs

Oklahoma

State Offices

Oklahoma 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

Oklahoma Department of Consumer 

Credit

3613 N.W. 56th St., Suite 240

Oklahoma City, OK 73112-4512

405-521-3653

Toll free: 1-800-448-4904 (Consumer 

Hotline)

www.ok.gov/okdocc

Oregon

State Office

Oregon Department of Justice

Financial Fraud/Consumer Protection 

Section

1162 Court St., NE

Salem, OR 97301-4096

503-378-4320 (Salem)

503-229-5576 (Portland)

Toll free: 1-877-877-9392

TTY: 1-800-735-2900

: help@oregonconsumer.gov

www.doj.state.or.us

Pennsylvania

State Office

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 

Improvement)

www.attorneygeneral.gov

Regional Offices

Erie Regional Office - Office of the 

Attorney General 

Bureau of Consumer Protection

1001 State St., 10th Floor

Erie, PA 16501

814-871-4371

www.attorneygeneral.gov

Philadelphia Regional Office - Office 

of the Attorney General

Bureau of Consumer Protection 

21 S. 12th St., 2nd Floor

Philadelphia, PA 19107

215-560-2414

www.attorneygeneral.gov

Pittsburgh Regional Office - 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 - Office of 

the Attorney General

Bureau of Consumer Protection

100 Samter Building

101 Penn Ave.

Scranton, PA 18503

570-963-4913

www.attorneygeneral.gov

State College Regional Office - 

Office of the Attorney General

Bureau of Consumer Protection

444 E. College Ave., Suite 440

State College, PA 16801

814-863-3900

www.attorneygeneral.gov

County Offices

Bucks County Department of 

Consumer Protection

50 N. Main St.

Doylestown, PA 18901

215-348-7442

: consumerprotection@co.bucks.

pa.us

www.buckscounty.org

Delaware County Consumer Affairs

201 W. Front St.

Government Center Building

Media, PA 19063

610-891-4865

www.co.delaware.pa.us/

consumeraffairs

Puerto Rico

State Office

Department of Consumer Affairs

Apartado 41059

Minillas Station

Santurce, PR 00940

787-722-7555

Toll free: 1-866-520-3226 (PR)

www.daco.gobierno.pr

Rhode Island

State Office

Rhode Island Department of the 

Attorney General

Consumer Protection Unit

150 S. Main St.

Providence, RI 02903

401-274-4400

: contactus@riag.ri.gov

www.riag.state.ri.us

South Carolina

State 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

Consumer Protection

1302 E. Hwy. 14, Suite 3

Pierre, SD 57501-8503

605-773-4400

Toll free: 1-800-300-1986

TTY: 605-773-6585

: consumerhelp@state.sd.us

www.state.sd.us/atg

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY
118 www.USA.gov t 

Tennessee

State Offices

Tennessee Department of 

Commerce and Insurance

Division of Consumer Affairs

500 James Robertson Pkwy., 12th Floor

Nashville, TN 37243-0600

615-741-4737

Toll free: 1-800-342-8385

: consumer.affairs@tn.gov

www.tn.gov/consumer

Tennessee Office of the Attorney 

General

Consumer Advocate and Protection 

Division

PO Box 20207

Nashville, TN 37202-0207

615-741-1671

www.tn.gov/attorneygeneral

Texas

State Office

Texas Office of the Attorney General

Consumer Protection Division

PO Box 12548

Austin, TX 78711-2548

Toll free: 1-800-621-0508

www.oag.state.tx.us

Regional Offices

Office of the Attorney General - 

Dallas Region

Consumer Protection Division

1412 Main St., Suite 810

Dallas, TX 75202

214-969-5310

Toll free: 1-800-621-0508

www.oag.state.tx.us

Office of the Attorney General - El 

Paso Region

Consumer Protection Division

401 E. Franklin Ave., Suite 530

El Paso, TX 79901

915-834-5800

Toll free: 1-800-621-0508

www.oag.state.tx.us

Office of the Attorney General - 

Houston Region

Consumer Protection Division

808 Travis St., Suite 1520

Houston, TX 77002-1702

713-223-5886

Toll free: 1-800-621-0508

www.oag.state.tx.us

Office of the Attorney General - 

McAllen Region

Consumer Protection Division

3201 N. McColl Rd., Suite B

McAllen, TX 78501

956-682-4547

Toll free: 1-800-621-0508

www.oag.state.tx.us

Office of the Attorney General - San 

Antonio Region

Consumer Protection Division

115 E. Travis St., Suite 925

San Antonio, TX 78205

210-225-4191

Toll free: 1-800-621-0508

www.oag.state.tx.us

County Offices

Dallas County District Attorney’s 

Office

Check Division/ID Fraud

133 N. Industrial Blvd., LB 19

Dallas, TX 75207

214-653-3672

www.dallascounty.org

Harris County District Attorney’s 

Office 

Consumer Protection Section

1201 Franklin St., Suite 600

Houston, TX 77002-1923

713-755-5836

app.dao.hctx.net

Utah

State Office

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

Vermont

State Offices

Vermont Agency of Agriculture, 

Food, and Markets

Food Safety and Consumer Protection

116 State St.

Montpelier, VT 05620

802-828-2426

www.vermontagriculture.com

Vermont Office of the Attorney 

General

Consumer Assistance Program

146 University Pl.

Burlington, VT 05405

802-656-3183

Toll free: 1-800-649-2424

: consumer@uvm.edu

www.atg.state.vt.us

Virgin Islands

State Offices

Virgin Islands Department of 

Licensing and Consumer Affairs - St. 

Croix

3000 Golden Rock Shopping Center 

Suite 9

St. Croix, VI 00820

340-773-2226

www.dlca.vi.gov

Virgin Islands Department of 

Licensing and Consumer Affairs - St. 

Thomas

Property and Procurement Bldg.

8201 Sub Base, Suite 1

St. Thomas, VI 00802

340-774-3130

www.dlca.vi.gov

Virginia

State Office

Virginia Office of the Attorney 

General

Consumer Protection Section

900 E. Main St.

Richmond, VA 23219

804-786-2042

Toll free: 1-800-552-9963

TTY: 1-800-828-1120

www.ag.virginia.gov

Regional Offices

Office of the Attorney General - 

Northern Virginia

10555 Main St., Suite 350

Fairfax, VA 22030

703-277-3540

www.ag.virginia.gov

Office of the Attorney General - 

Southwest Region

204 Abingdon Place

Abingdon, VA 24211

276-628-2759

www.ag.virginia.gov

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 119

Office of the Attorney General - 

Western Region

3033 Peters Creek Rd.

Roanoke, VA 24019

540-562-3570

www.ag.virginia.gov

County Office

Fairfax County Department of Cable 

Communications and Consumer 

Protection

12000 Government Center Pkwy.

Suite 433

Fairfax, VA 22035

703-222-8435

www.fairfaxcounty.gov/consumer.

htm

Washington

State Office

Washington Office of the Attorney 

General

Consumer Protection Division

PO Box 40100

1125 Washington St., SE

Olympia, WA 98504-0100

206-464-6684

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Regional Offices

Bellingham - 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 - Office of the Attorney 

General 

Consumer Protection Division 

8127 W. Klamath Ct.

Kennewick, WA 99336-2607

509-734-7285

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov/consumer

Seattle - 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 - Office of the Attorney 

General

Consumer Protection Division (Eastern 

Washington)

1116 W. Riverside Ave.

Spokane, WA 99201-1194

509-456-3123

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Tacoma - Office of the Attorney 

General 

Consumer Protection Division 

1250 Pacific Ave., Suite 105

Tacoma, WA 98402

253-593-5243

Toll free: 1-800-551-4636

TTY: 1-800-833-6388

www.atg.wa.gov

Vancouver - 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/consumer

West Virginia

State Office

West Virginia Office of the Attorney 

General

Consumer Protection Division

PO Box 1789

Charleston, WV 25326-1789

304-558-8986

Toll free: 1-800-368-8808

: consumer@wvago.gov

www.wvago.gov

Wisconsin

State Office

Wisconsin Department of 

Agriculture, Trade and Consumer 

Protection

Bureau of Consumer Protection

PO Box 8911

2811 Agriculture Dr.

Madison, WI 53708-8911

608-224-4953

Toll free: 1-800-422-7128

TTY: 608-224-5058

: datcphotline@wi.gov

www.datcp.state.wi.us

Wyoming

State Office

Office of the Attorney General

Consumer Protection Unit 

123 State Capitol

200 W. 24th St.

Cheyenne, WY 82002

307-777-7841

TTY: 307-777-5351

attorneygeneral.state.wy.us

STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

STATE, COUNTY, AND CITY
120 www.USA.gov t 

Alabama

State Banking Department

PO Box 4600

Montgomery, AL 36103-4600

334-242-3452

Toll free: 1-866-465-2279

www.banking.alabama.gov

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Banking and Securities

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@commerce.state.ak.us

www.commerce.state.ak.us/bsc/

home.htm

Arizona

Department of Financial Institutions

2910 N. 44th St., Suite 310

Phoenix, AZ 85018

602-771-2800

: consumeraffairs@azdfi.gov

www.azdfi.gov

Arkansas

State Bank Department

400 Hardin Rd., Suite 100

Little Rock, AR 72211

501-324-9019

: asbd@banking.state.ar.us

banking.arkansas.gov

California

Department of Business Oversight

Consumer Services

1515 K St., Suite 200

Sacramento, CA 95814

916-327-7585

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies 

Division of Banking

1560 Broadway, Suite 975

Denver, CO 80202

303-894-7575

: DORA_BankingWebsite@state.

co.us

www.dora.state.co.us/banking

Connecticut

Department of Banking

Government Relations and Consumer 

Affairs

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8299

Toll free: 1-800-831-7225

Toll free: 1-877-472-8313 (Foreclosure 

Assistance)

www.state.ct.us/dob

Delaware

Office of the State Bank 

Commissioner

555 E. Loockerman St., Suite 210

Dover, DE 19901

302-739-4235

www.banking.delaware.gov

District of Columbia

Department of Insurance, Securities 

and Banking

810 1st St., NE, Suite 701

Attn: Consumer Protection Advocate

Washington, DC 20002

202-727-8000

: disb@dc.gov

www.disb.dc.gov

Florida

Office of Financial Regulation

Division of Financial Institutions

Consumer Assistance Group

200 E. Gaines St.

Tallahassee, FL 32399-0371

850-487-9687

www.flofr.com

Georgia

Department of Banking and Finance

2990 Brandywine Rd., Suite 200

Atlanta, GA 30341-5565

770-986-1633

Toll free: 1-888-986-1633

www.dbf.georgia.gov

Hawaii

Department of Commerce and 

Consumer Affairs

Division of Financial Institutions

PO Box 2054

Honolulu, HI 96805

808-586-2820 (Honolulu)

808-274-3141 (Kauai)

808-984-2400 (Maui)

808-974-4000 (Hawaii)

Toll free: 1-800-468-4644

: dfi@dcca.hawaii.gov

www.hawaii.gov/dcca/dfi

Idaho

Department of Finance

Financial Institutions Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8005

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov

STATE BANKING AUTHORITIES

Contacting Your Local Banking Authority 

The officials listed below regulate and supervise state-chartered banks. Many 

of them handle or refer problems and complaints about other types of financial 

institutions as well. Some also answer general questions about banking and 

consumer credit. If you are dealing with a federally-chartered bank, check 

Federal Agencies on page 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.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 121

Illinois

Department of Financial and 

Professional Regulation

Division of Banking

320 W. Washington St.

Springfield, IL 62786

217-782-3000

Toll free: 1-800-532-8785

TTY: 217-524-6644

www.idfpr.com

Indiana

Department of Financial Institutions

30 S. Meridian St., Suite 300

Indianapolis, IN 46204

317-232-3955

Toll free: 1-800-382-4880

www.in.gov/dfi

Iowa

Division of Banking

200 E. Grand Ave., Suite 300

Des Moines, IA 50309-1827

515-281-4014

: IDOBcomplaints@idob.state.ia.us

www.idob.state.ia.us

Kansas

Office of the State Bank 

Commissioner

700 S.W. Jackson St., Suite 300

Topeka, KS 66603

785-296-2266

: complaints@osbckansas.org

www.osbckansas.org

Kentucky

Department of Financial Institutions

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

: kfi@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

www.maine.gov/pfr/

financialinstitutions

Maryland

Department of Labor, Licensing and 

Regulation

Commissioner of Financial Regulation

500 N. Calvert St., Suite 402

Baltimore, MD 21202

410-230-6077 (Consumer Services)

Toll free: 1-888-784-0136

: CFRComplaints@dllr.state.md.us

www.dllr.state.md.us/finance

Massachusetts

Office of Consumer Affairs and 

Business Regulation

Division of Banks

Consumer Assistance Unit

1000 Washington St., 10th Floor

Boston, MA 02118-6400

617-956-1500

Toll free: 1-800-495-2265

TTY: 617-956-1577

www.mass.gov/dob

Michigan

Department of Insurance and 

Financial Services

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442

: ofir-fin-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Financial Institutions Division

85 7th Pl. E, Suite 500

St. Paul, MN 55101

651-296-2488

Toll free: 1-800-657-3602

TTY: 651-296-2860

: consumer.protection@state.mn.us

www.mn.gov/commerce

Mississippi

Department of Banking and 

Consumer Finance

901 Woolfolk Building, Suite A

501 N. West St.

Jackson, MS 39201

601-359-1031

Toll free: 1-800-844-2499

www.dbcf.state.ms.us

Missouri

Department of Finance

PO Box 716

Jefferson City, MO 65102

573-751-3242

: finance@dof.mo.gov

www.finance.mo.gov

Montana

Division of Banking and Financial 

Institutions

PO Box 200546

Helena, MT 59620

406-841-2920

TTY: 406-841-2974

www.banking.mt.gov

Nebraska

Department of Banking and Finance

PO Box 95006

Lincoln, NE 68509-5006

402-471-2171

Toll free: 1-877-471-3445

www.ndbf.ne.gov

STATE BANKING AUTHORITIES

STATE BANKING AUTHORITIES
122 www.USA.gov t 

Nevada

Department of Business and 

Industry

Financial Institutions Division

2785 E. Desert Inn Rd., Suite 180

Las Vegas, NV 89121

702-486-4120

www.fid.state.nv.us

New Hampshire

State Banking Department

53 Regional Dr., Suite 200

Concord, NH 03301

603-271-3561

Toll free: 1-800-437-5991

TTY: 1-800-735-2964

: nhbd@banking.state.nh.us

www.nh.gov/banking

New Jersey

Department of Banking and 

Insurance

Consumer Inquiry and Response Center

PO Box 471

Trenton, NJ 08625-0471

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Regulation and Licensing 

Department

Financial Institutions Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4885

www.rld.state.nm.us/

financialinstitutions

New York

Banking Department

Consumer Help Unit

25 Beaver St.

New York, NY 10004

212-480-6400

Toll free: 1-800-342-3736

www.banking.state.ny.us

North Carolina

Commissioner of Banks

4309 Mail Service Center

Raleigh, NC 27699-4309

Toll free: 1-888-384-3811

www.nccob.org

North Dakota

Department of Financial Institutions

2000 Schafer St., Suite G

Bismarck, ND 58501-1204

701-328-9933

TTY: 1-800-366-6888

: dfi@nd.gov

www.nd.gov/dfi

Ohio

Department of Commerce

Division of Financial Institutions 

Consumer Complaints

77 S. High St., 21st Floor

Columbus, OH 43215-6120

614-728-8400

Toll free: 1-866-278-0003

TTY: 1-800-750-0750

: webdfi@dfi.com.state.oh.us

www.com.ohio.gov/fiin

Oklahoma

State Banking Department

2900 N. Lincoln Blvd.

Oklahoma City, OK 73105

405-521-2782

www.ok.gov/banking

Oregon

Department of Consumer and 

Business Services

Division of Finance and Corporate 

Securities 

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Department of Banking

Consumer Services

17 N. Second St., Suite 1300

Harrisburg, PA 17101-2290

717-787-1854

Toll free: 1-800-722-2657

TTY: 1-800-679-5070

www.banking.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

www.ocif.gobierno.pr

Rhode Island

Department of Business Regulation

Division of Banking

1511 Pontiac Ave.

Bldg. 68-2

Cranston, RI 02920

401-462-9500

www.dbr.state.ri.us

South Carolina

Office of the Commissioner of 

Banking

State Board of Financial Institutions

1205 Pendleton St., Suite 305

Columbia, SC 29201

803-734-2001

www.banking.sc.gov

South Dakota

Department of Labor and Regulation

Division of Banking

217 1/2 W. Missouri Ave.

Pierre, SD 57501

605-773-3421

: banking@state.sd.us

www.dlr.sd.gov/banking

Tennessee

Department of Financial Institutions

Consumer Resources Division

414 Union St., Suite 1000

Nashville, TN 37219

615-253-2023

Toll free: 1-800-778-4215

: TDFI.ConsumerResources@tn.gov

www.tennessee.gov/tdfi

STATE BANKING AUTHORITIES
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 123

Texas

Department of Banking

Consumer Assistance Activities

2601 N. Lamar Blvd., Suite 201

Austin, TX 78705

512-475-1300

Toll free: 1-877-276-5554 (Consumer 

Hotline)

: consumer.complaints@dob.texas.

gov

www.banking.state.tx.us

Utah

Department of Financial Institutions

PO Box 146800

Salt Lake City, UT 84114-6800

801-538-8830

www.dfi.utah.gov

Vermont

Department of Financial Regulation

Banking Division

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-888-568-4547

: dfr.bnkconsumer@state.vt.us

www.dfr.vermont.gov

Virgin Islands

Office of the Lieutenant Governor

Division of Banking and Insurance

5049 Kongens Gade

St. Thomas, VI 00802

340-774-7166

www.ltg.gov.vi

Virginia

State Corporation Commission

Bureau of Financial Institutions

PO Box 640

Richmond, VA 23218

804-371-9657

Toll free: 1-800-552-7945

TTY: 804-371-9206

: bfiquestions@scc.virginia.gov

www.scc.virginia.gov

Washington

Department of Financial Institutions

Division of Banks

PO Box 41200

Olympia, WA 98504-1200

360-902-8704

Toll free: 1-877-746-4334

Toll free: 1-888-976-4422 (in Spanish)

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

Division of Financial Institutions

900 Pennsylvania Ave., Suite 306

Charleston, WV 25302

304-558-2294

www.dfi.wv.gov

Wisconsin

Department of Financial Institutions

Bureau of Consumer Affairs

PO Box 8041

Madison, WI 53708-8041

608-264-7969

TTY: 608-266-8818

www.wdfi.org

Wyoming

Department of Audit

Division of Banking

122 W. 25th St.

Herschler Building, 3rd Floor, East

Cheyenne, WY 82002

307-777-7797

: doa-dob-web@wyo.gov

audit.state.wy.us/banking

STATE BANKING AUTHORITIES

STATE BANKING AUTHORITIES
124 www.USA.gov t 

STATE INSURANCE REGULATORS

Alabama

Department of Insurance

PO Box 303351

Montgomery, AL 36130-3351

334-241-4141 (Consumer Services)

334-269-3550

: ConsumerServices@insurance.

alabama.gov

www.aldoi.gov

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Insurance

Robert B. Atwood Building

550 W. 7th Ave., Suite 1560

Anchorage, AK 99501-3567

907-269-7900

Toll free: 1-800-467-8725

TTY: 907-465-5437

: insurance@alaska.gov

www.dced.state.ak.us/insurance

Arizona

Department of Insurance

Consumer Affairs Division

2910 N. 44th St., Suite 210

Phoenix, AZ 85018-7269

602-364-2499

602-364-2977 (in Spanish)

Toll free: 1-800-325-2548

: consumers@azinsurance.gov

www.id.state.az.us

Arkansas

Insurance Department

Consumer Services Division

1200 W. Third St.

Little Rock, AR 72201-1904

501-371-2640

Toll free: 1-800-852-5494

: insurance.consumers@arkansas.gov

www.insurance.arkansas.gov

California

Department of Insurance

Consumer Services Division

300 S. Spring St., South Tower

Los Angeles, CA 90013

213-897-8921

Toll free: 1-800-927-4357

TTY: 1-800-482-4833

www.insurance.ca.gov

Department of Managed Health 

Care, California HMO Help Center

980 9th St., Suite 500

Sacramento, CA 95814-2725

Toll free: 1-888-466-2219

TTY: 1-877-688-9891

www.hmohelp.ca.gov

Colorado

Department of Regulatory Agencies

Division of Insurance

1560 Broadway, Suite 850

Denver, CO 80202

303-894-7490

Toll free: 1-800-930-3745

: insurance@dora.state.co.us

www.dora.state.co.us/Insurance

Connecticut

Insurance Department

Consumer Affairs Division

PO Box 816

Hartford, CT 06142-0816

860-297-3900

Toll free: 1-800-203-3447

: cid.ca@ct.gov

www.ct.gov/cid

Delaware

Insurance Department

841 Silver Lake Blvd.

Dover, DE 19904

302-674-7310

Toll free: 1-800-282-8611

: consumer@state.de.us

www.delawareinsurance.gov

District of Columbia

Department of Insurance, Securities 

and Banking

Consumer Services Division

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb@dc.gov

www.disb.dc.gov

Florida

Office of Insurance Regulation

200 E. Gaines St.

Tallahassee, FL 32399

850-413-3140

Toll free: 1-877-693-5236

www.floir.com

Georgia

Insurance and Safety Fire 

Commissioner

Two Martin Luther King, Jr., Dr.

West Tower, Suite 704

Atlanta, GA 30334

404-656-2070

Toll free: 1-800-656-2298

: consumer@oci.ga.gov

www.gainsurance.org

Hawaii

Department of Commerce and 

Consumer Affairs

Insurance Division

PO Box 3614

Honolulu, HI 96811

808-586-2790

Toll free: 1-800-468-4644 (Lanai and 

Molokai)

: insurance@dcca.hawaii.gov

www.hawaii.gov/dcca/ins

Contacting 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. 30). 

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.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 125

STATE INSURANCE REGULATORS

Idaho

Department of Insurance

Consumer’s Bureau

700 W. State St.

PO Box 83720

Boise, ID 83720-0043

208-334-4250

Toll free: 1-800-721-3272

www.doi.idaho.gov

Illinois

Division of Insurance

320 W. Washington St.

Springfield, IL 62767-0001

217-782-4515

Toll free: 1-877-527-9431 (Health 

Insurance)

Toll free: 1-866-445-5364 (Consumer 

Assistance Hotline)

TTY: 1-866-323-5321

: doi.infodesk@illinois.gov

www.insurance.illinois.gov

Indiana

Department of Insurance

Consumer Services Division

311 W. Washington St., Suite 300

Indianapolis, IN 46204-2787

317-232-2395

Toll free: 1-800-622-4461

: consumerservices@idoi.in.gov

www.in.gov/idoi

Iowa

Division of Insurance

330 Maple St.

Des Moines, IA 50319-0065

515-281-5705

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

insurance.ky.gov

Louisiana

Department of Insurance

PO Box 94214

Baton Rouge, LA 70804-9214

225-342-5900

Toll free: 1-800-259-5300

: consumeradvocacy@ldi.la.gov 

www.ldi.state.la.us

Maine

Bureau of Insurance

34 State House Station

Augusta, ME 04333-0034

207-624-8475

Toll free: 1-800-300-5000

: Insurance.PFR@maine.gov

www.maine.gov/insurance

Maryland

Insurance Administration

Consumer Division

200 St. Paul Pl., Suite 2700

Baltimore, MD 21202

410-468-2000

Toll free: 1-800-492-6116

TTY: 1-800-735-2258

www.mdinsurance.state.md.us

Massachusetts

Division of Insurance

Consumer Services Section

1000 Washington St., Suite 810

Boston, MA 02118-6200

617-521-7794

Toll free: 1-877-563-4467

TTY: 617-521-7490 

www.state.ma.us/doi

Michigan

Department of Insurance and 

Financial Services

PO Box 30220

Lansing, MI 48909-7720

517-373-0220

Toll free: 1-877-999-6442

: ofir-ins-info@michigan.gov

www.michigan.gov/difs

Minnesota

Department of Commerce

Insurance Division

85 7th Pl. E, Suite 500

St. Paul, MN 55101

651-296-4026

Toll free: 1-800-657-3602

: general.commerce@state.mn.us

www.insurance.mn.gov

Mississippi

Department of Insurance

PO Box 79

Jackson, MS 39205-0079

601-359-3569

Toll free: 1-800-562-2957

: consumer@mid.ms.gov

www.mid.ms.gov

Missouri

Department of Insurance, Financial, 

and Professional Registration

Consumer Affairs Division

PO Box 690

Jefferson City, MO 65102-0690

Toll free: 1-800-726-7390

TTY: 573-526-4536

: consumeraffairs@insurance.

mo.gov

www.insurance.mo.gov

Montana

Commissioner of Securities and 

Insurance

Insurance Division

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

TTY: 406-444-3246

www.csi.mt.gov/consumers

STATE INSURANCE REGULATORS
126 www.USA.gov t 

Nebraska

Department of Insurance

PO Box 82089

Lincoln, NE 68501-2089

402-471-2201

Toll free: 1-877-564-7323

TTY: 1-800-833-7352

: DOI.ConsumerAffairs@nebraska.

gov

www.doi.ne.gov

Nevada

Department of Business and 

Industry

Division of Insurance

2501 E. Sahara Ave., Suite 302

Las Vegas, NV 89104

702-486-4009

Toll free: 1-888-872-3234

www.doi.nv.gov

Department of Business and 

Industry

Division of Insurance

Consumer Services Section

1818 E. College Pkwy., Suite 103

Carson City, NV 89706

775-687-0700

Toll free: 1-888-872-3234 

: cscc@doi.state.nv.us

www.doi.nv.gov

New Hampshire

Insurance Department 

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 - Newark

Consumer Center

153 Halsey St.

Newark, NJ 07102

973-648-4713

Toll free: 1-800-446-7467

www.state.nj.us/dobi

Department of Banking and 

Insurance - Trenton

Consumer Inquiries and Complaints

PO Box 325

Trenton, NJ 08625

609-292-7272

Toll free: 1-800-446-7467

www.state.nj.us/dobi

New Mexico

Public Regulation Commission

Insurance Division

PO Box 1269

1120 Paseo de Peralta

Santa Fe, NM 87504

Toll free: 1-888-427-5772

www.nmprc.state.nm.us

New York

Department of Financial Services

Insurance Department

Consumer Assistance Unit

One Commerce Plaza

Albany, NY 12257

518-474-6600

Toll free: 1-800-342-3736

www.dfs.ny.gov

North Carolina

Department of Insurance

Consumer Services Division

1201 Mail Service Center

Raleigh, NC 27699-1201

919-807-6750 

Toll free: 1-800-546-5664 

www.ncdoi.com

North Dakota

Insurance Department

600 E. Boulevard Ave.

Bismarck, ND 58505-0320

701-328-2440

Toll free: 1-800-247-0560

TTY: 1-800-366-6888

: insurance@nd.gov

www.nd.gov/ndins

Ohio

Department of Insurance

Office of Consumer Affairs

50 W. Town St., 3rd Floor, Suite 300

Columbus, OH 43215

614-644-2673

Toll free: 1-800-686-1526

Toll free: 1-800-686-1527 (Fraud Hotline)

TTY: 614-644-3745

www.insurance.ohio.gov

Oklahoma

Insurance Department

Consumer Assistance Division

Five Corporate Plaza

3625 N.W. 56th St., Suite 100

Oklahoma City, OK 73112

405-521-2991

Toll free: 1-800-522-0071 

www.ok.gov/oid

Oregon

Insurance Division

PO Box 14480

Salem, OR 97309-0405

503-947-7984

Toll free: 1-888-877-4894

: cp.ins@state.or.us

www.insurance.oregon.gov

Pennsylvania

Insurance Department

Consumer Services

1209 Strawberry Square

Harrisburg, PA 17120

717-787-2317

Toll free: 1-877-881-6388

TTY: 717-783-3898

www.insurance.state.pa.us

Puerto Rico

Office of the Commissioner of 

Insurance

B5 Calle Tabonuco, Suite 216 PMB 356

Guaynabo, PR 00968-3029

787-304-8686

www.ocs.gobierno.pr

STATE INSURANCE REGULATORS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 127

Rhode Island

Department of Business Regulation

Insurance Division

1511 Pontiac Ave.

Bldg. 69-2

Cranston, RI 02920

401-462-9520

: InsuranceInquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Department of Insurance

Consumer Services

PO Box 100105

Columbia, SC 29202-3105

803-737-6180

Toll free: 1-800-768-3467

: consumers@doi.sc.gov

www.doi.sc.gov

South Dakota

Department of Labor and Regulation 

Division of Insurance

445 E. Capitol Ave.

Pierre, SD 57501

605-773-3563

: insurance@state.sd.us

www.dlr.sd.gov/insurance

Tennessee

Department of Commerce and 

Insurance

Consumer Insurance Services

500 James Robertson Pkwy., 4th Floor

Nashville, TN 37243-0574

615-741-2218

: CIS.complaints@tn.gov

www.tn.gov/commerce

Texas

Department of Insurance

Consumer Protection (111-1A)

PO Box 149091

Austin, TX 78714-9091

512-463-6515

Toll free: 1-800-252-3439

TTY: 512 322-4238

: consumerprotection@tdi.texas.gov

www.tdi.texas.gov

Utah

Insurance Department 

Consumer Service

State Office Building, Room 3110

450 N. State St.

Salt Lake City, UT 84114-6901

801-538-3800

Toll free: 1-800-439-3805

TTY: 801-538-3826

www.insurance.utah.gov

Vermont

Department of Financial Regulation

Insurance Consumer Services

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-800-964-1784 

: dfr.insuranceinfo@state.vt.us

www.dfr.vermont.gov

Virgin Islands

Division of Banking and Insurance

5049 Kongens Gade

St. Thomas, VI 00802

340-774-7166

www.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

PO Box 50540

Charleston, WV 25305-0540

304-558-3386

Toll free: 1-888-879-9842

TTY: 1-800-435-7381

: consumer.service@wvinsurance.

gov

www.wvinsurance.gov

Wisconsin

Office of the Commissioner of 

Insurance

125 S. Webster St.

Madison, WI 53703-3474

608-266-3585

Toll free: 1-800-236-8517

: ocicomplaints@wisconsin.gov

www.oci.wi.gov

Wyoming

Department of Insurance

Consumer Affairs Section

106 E. 6th Ave.

Cheyenne, WY 82002

307-777-7401

Toll free: 1-800-438-5768

insurance.state.wy.us

STATE INSURANCE REGULATORS

STATE INSURANCE REGULATORS
128 www.USA.gov t 

STATE SECURITIES ADMINISTRATORS

Alabama

Securities Commission

PO Box 304700

Montgomery, AL 36130-4700

334-242-2984

Toll free: 1-800-222-1253 

: asc@asc.alabama.gov

www.asc.state.al.us

Alaska

Department of Commerce, 

Community and Economic 

Development

Division of Banking and Securities

PO Box 110807

Juneau, AK 99811-0807

907-465-2521

Toll free: 1-888-925-2521

TTY: 907-465-5437

: dbsc@alaska.gov

www.commerce.state.ak.us

Arizona

Arizona Corporation Commission 

Securities Division

1300 W. Washington St., 3rd Floor

Phoenix, AZ 85007

602-542-4242

Toll free: 1-866-837-4399

: info@azinvestor.gov

www.azinvestor.gov

Arkansas

Securities Department

Heritage West Building, Suite 300

201 E. Markham St.

Little Rock, AR 72201-1692

501-324-9260

Toll free: 1-800-981-4429

: info@securities.arkansas.gov

www.securities.arkansas.gov

California

Department of Business Oversight

Consumer Services 

1515 K St., Suite 200

Sacramento, CA 95814

Toll free: 1-866-275-2677

www.dbo.ca.gov

Colorado

Department of Regulatory Agencies 

Division of Securities

1560 Broadway, Suite 900

Denver, CO 80202

303-894-2320

TTY: 1-800-659-2656

: dora_SecuritiesWebsite@state.

co.us

dora.colorado.gov/dos

Connecticut

Department of Banking

Securities and Business Investments 

Division

260 Constitution Plaza

Hartford, CT 06103-1800

860-240-8230

Toll free: 1-800-831-7225

www.ct.gov/dob

Delaware

Division of Securities

Carvel State Office Building

820 N. French St.

Wilmington, DE 19801

302-577-8424

TTY: 302-577-5783

: Investor.Protection@state.de.us

www.investorresourcecenter.org

District Of Columbia

Department of Insurance, Securities 

and Banking

Consumer Protection Advocate

810 1st St., NE, Suite 701

Washington, DC 20002

202-727-8000

: disb@dc.gov

disb.dc.gov

Florida

Office of Financial Regulation

Division of Securities

Consumer Assistance Group

200 E. Gaines St.

Tallahassee, FL 32399-0375

850-487-9687

www.flofr.com

Georgia

Office of the Secretary of State

Division of Securities and Business 

Regulation

237 Coliseum Dr.

Macon, GA 31217-3858

478-207-2440

www.sos.ga.gov/securities

Hawaii

Department of Commerce and 

Consumer Affairs

Business Registration Division

Securities Enforcement Branch

PO Box 40

Honolulu, HI 96810

808-586-2744

Toll free: 1-877-447-2267

: seb@dcca.hawaii.gov

www.hawaii.gov/dcca/sec

Contacting Your Local Securities Administrator

State securities regulators protect the investing public. Each state has its own 

laws and regulations for securities brokers and securities, including stocks, 

mutual funds, commodities, real estate, and more. The agencies listed below 

enforce these laws and regulations. They also license securities professionals, 

register securities, and investigate consumer complaints. While these 

agencies do not provide investment advice, many of them offer educational 

resources so investors can make informed investment decisions. 

If you have a question or complaint about an investment, contact the company 

involved. 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.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 129

STATE SECURITIES ADMINISTRATORS

Idaho

Department of Finance

Securities Bureau

PO Box 83720

Boise, ID 83720-0031

208-332-8000

Toll free: 1-888-346-3378

: finance@finance.idaho.gov

www.finance.idaho.gov

Illinois

Secretary of State

Securities Department

Jefferson Terrace

300 W. Jefferson St., Suite 300A

Springfield, IL 62702

217-782-2256

www.cyberdriveillinois.com/

departments/securities

Indiana

Office of the Secretary of State

Securities Division 

302 W. Washington St., Room E111

Indianapolis, IN 46204

317-232-6681

Toll free: 1-800-223-8791

www.in.gov/sos/securities

Iowa

Securities Bureau

340 Maple St.

Des Moines, IA 50319

515-281-5705

Toll free: 1-877-955-1212

: iowasec@iid.state.ia.us

www.iid.state.ia.us/securities

Kansas

Office of the Securities 

Commissioner

109 S.W. 9th St., Suite 600

Topeka, KS 66612-1215

785-296-3307

Toll free: 1-800-232-9580

www.ksc.ks.gov

Kentucky

Department of Financial Institutions

Securities Division

1025 Capitol Center Dr., Suite 200

Frankfort, KY 40601

502-573-3390

Toll free: 1-800-223-2579

: kfi@ky.gov

www.kfi.ky.gov

Louisiana

Office of Financial Institutions

Securities Division

PO Box 94095

Baton Rouge, LA 70804-9095

225-925-4660

: ofila@ofi.louisiana.gov

www.ofi.state.la.us

Maine

Department of Professional and 

Financial Regulation

Office of Securities

121 State House Station

Augusta, ME 04333

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 21202-2020

410-576-6360

Toll free: 1-888-743-0023

TTY: 410-576-6372

: securities@oag.state.md.us

www.oag.state.md.us/securities

Massachusetts

Office of the Secretary of the 

Commonwealth

Securities Division

One Ashburton Pl., 17th Floor

McCormack Building

Boston, MA 02108

617-727-3548

Toll free: 1-800-269-5428

TTY: 617-878-3889

: securities@sec.state.ma.us

www.sec.state.ma.us/sct

Michigan

Department of Licensing and 

Regulatory Affairs 

Securities Division

PO Box 30018

Lansing, MI 48909

517-241-9202

: bcs-sec-info@michigan.gov

www.michigan.gov/securities

Minnesota

Department of Commerce

Securities Unit

Consumer Protection and Education

85 7th Pl. E, Suite 500

St. Paul, MN 55101

651-296-4973 (Securities)

651-296-2488 (Consumer Protection)

Toll free: 1-800-657-3602

TTY: 651-296-2860

: securities.commerce@state.mn.us

www.mn.gov/commerce

Mississippi

Secretary of State

Securities Division

PO Box 136

Jackson, MS 39205-0136

601-359-1334

www.sos.ms.gov

Missouri

Office of the Secretary of State

Securities Division 

600 W. Main St.

Jefferson City, MO 65101-1276

573-751-4136

Toll free: 1-800-721-7996

: securities@sos.mo.gov

www.sos.mo.gov

Montana

State Auditor’s Office

Securities Department

840 Helena Ave.

Helena, MT 59601

406-444-2040

Toll free: 1-800-332-6148

: stateauditor@mt.gov

www.csi.mt.gov/consumers

STATE SECURITIES ADMINISTRATORS
130 www.USA.gov t 

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

Secretary of State

Bureau of Securities Regulation

107 N. Main St., #204

Concord, NH 03301

603-271-1463

Toll free: 1-800-994-4200

: securities@sos.nh.gov

sos.nh.gov/sec_reg.aspx

New Jersey

Department of Law and Public 

Safety

Bureau of Securities

PO Box 47029

Newark, NJ 07101

973-504-3600

Toll free: 1-866-446-8378

: Askbureauofsecurities@dca.lps.

state.nj.us

www.njsecurities.gov

New Mexico

Regulation and Licensing 

Department

Securities Division

2550 Cerrillos Rd., 3rd Floor

Santa Fe, NM 87505

505-476-4580

Toll free: 1-800-704-5533

www.rld.state.nm.us/securities

New York

Office of the Attorney General

Investor Protection Bureau 

120 Broadway, 23rd Floor

New York, NY 10271

212-416-8222

www.ag.ny.gov

North Carolina

Secretary of State

Securities Division

PO Box 29622

Raleigh, NC 27626-0622

919-733-3924

Toll free: 1-800-688-4507 (Investor 

Hotline)

: secdiv@sosnc.com

www.secretary.state.nc.us/sec

North Dakota

Securities Department

State Capitol

600 E. Boulevard Ave., 5th Floor

Bismarck, ND 58505-0510

701-328-2910

Toll free: 1-800-297-5124

: ndsecurities@nd.gov

www.nd.gov/securities

Ohio

Department of Commerce

Division of Securities

77 S. High St., 22nd Floor

Columbus, OH 43215-6131

614-644-7381

Toll free: 1-800-788-1194 (Investor 

Protection Hotline)

: securitiesgeneral.questions@com.

state.oh.us

www.com.ohio.gov/secu

Oklahoma

Department of Securities

First National Center

120 N. Robinson Ave., Suite 860

Oklahoma City, OK 73102

405-280-7700

www.securities.ok.gov

Oregon

Department of Consumer and 

Business Services 

Division of Finance and Corporate 

Securities

PO Box 14480

Salem, OR 97309-0405

503-378-4140

Toll free: 1-866-814-9710

TTY: 503-378-4100

: dcbs.dfcsmail@state.or.us

www.dfcs.oregon.gov

Pennsylvania

Securities Commission 

17 N. 2nd St., Suite 1300

Harrisburg, PA 17101

717-787-1854

Toll free: 1-800-722-2657

www.psc.state.pa.us

Puerto Rico

Office of the Commissioner of 

Financial Institutions

Securities Division

PO Box 11855

San Juan, PR 00910-3855

787-723-3131

TTY: 1-800-981-7711 (Consumers)

: valores@ocif.gobierno.pr

www.ocif.gobierno.pr

Rhode Island

Department of Business Regulation 

Securities Division

1511 Pontiac Ave.

Cranston, RI 02920

401-462-9527

: securitiesinquiry@dbr.ri.gov

www.dbr.state.ri.us

South Carolina

Office of the Attorney General 

Securities Division

PO Box 11549

Columbia, SC 29211-1549

803-734-9916

www.scag.gov/scsecurities

STATE SECURITIES ADMINISTRATORS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 131

South Dakota

Department of Labor and Regulation

Division of Securities

445 E. Capitol Ave.

Pierre, SD 57501-3185

605-773-4823

www.dlr.sd.gov/securities

Tennessee

Department of Commerce and 

Insurance 

Securities Division

500 James Robertson Pkwy.

Nashville, TN 37243-0575

615-741-2947

Toll free: 1-800-863-9117

: Securities.1@tn.gov

www.tn.gov/securities

Texas

State Securities Board

PO Box 13167

Austin, TX 78711-3167

512-305-8300

Toll free: 1-888-663-0009

www.ssb.state.tx.us

Utah

Department of Commerce 

Division of Securities

PO Box 146760

Salt Lake City, UT 84114-6760

801-530-6600

Toll free: 1-800-721-7233

: securities@utah.gov

www.securities.utah.gov

Vermont

Department of Financial Regulation 

Securities Division

89 Main St.

Montpelier, VT 05620-3101

802-828-3301

Toll free: 1-877-550-3907

: dfr.securitiesinfo@state.vt.us

www.dfr.vermont.gov

Virginia

State Corporation Commission 

Division of Securities and Retail 

Franchising

PO Box 1197

Richmond, VA 23218

804-371-9051

Toll free: 1-800-552-7945

TTY: 804-371-9206

: SRF_General@scc.virginia.gov

www.scc.virginia.gov/srf

Washington

Department of Financial Institutions 

Division of Securities

PO Box 9033

Olympia, WA 98507-9033

360-902-8760

Toll free: 1-877-746-4334

TTY: 360-664-8126

www.dfi.wa.gov

West Virginia

State Auditor’s Office 

Securities Commission

1900 Kanawha Blvd., E

Building 1, Room W-100

Charleston, WV 25305

304-558-2251

Toll free: 1-888-509-6567

www.wvsao.gov/

securitiescommission

Wisconsin

Department of Financial Institutions

Division of Securities

PO Box 1768

Madison, WI 53701-1768

608-266-1064

www.wdfi.org

Wyoming

Office of the Secretary of State

Compliance Division

State Capitol Building

200 W. 24th St.

Cheyenne, WY 82002-0020

307-777-7370

: investing@wyo.gov

soswy.state.wy.us

STATE SECURITIES ADMINISTRATORS

STATE SECURITIES ADMINISTRATORS
132 www.USA.gov t 

STATE UTILITIES COMMISSIONS

Alabama

Public Service Commission

Consumer Services

PO Box 304260

Montgomery, AL 36130

334-242-5218

Toll free: 1-800-392-8050

www.psc.state.al.us

Alaska

Regulatory Commission 

Consumer Protection and Information 

Section

701 W. 8th Ave., Suite 300

Anchorage, AK 99501-3469

907-276-6222

Toll free: 1-800-390-2782

TTY: 907-276-4533

: cp.mail@alaska.gov

rca.alaska.gov

Arizona

Corporation Commission

Utilities Division

Consumer Services 

1200 W. Washington St.

Phoenix, AZ 85007-2996

602-542-4251

Toll free: 1-800-222-7000

: mailmaster@cc.state.az.us

www.cc.state.az.us

Arkansas

Public Service Commission

Consumer Services Division

PO Box 400

Little Rock, AR 72203-0400

501-682-1718

Toll free: 1-800-482-1164

TTY: 1-800-682-2698

www.arkansas.gov/psc

California

Public Utilities Commission

Consumer Affairs Branch

505 Van Ness Ave.

San Francisco, CA 94102

415-703-2782

Toll free: 1-800-649-7570 

TTY: 1-866-836-7825

www.cpuc.ca.gov

Colorado

Public Utilities Commission

Consumer Protection Division

1560 Broadway, Suite 250

Denver, CO 80202

303-894-2070

Toll free: 1-800-456-0858 

: dora_puc_complaints@state.co.us

www.dora.state.co.us/puc

Connecticut

Department of Energy and 

Environmental Protection

Public Utilities Regulatory Authority

Consumer Services Unit

10 Franklin Square

New Britain, CT 06051

860-827-1553

Toll free: 1-800-382-4586 

TTY: 860-827-2837

: dpuc.information@po.state.ct.us

www.state.ct.us/dpuc

Delaware

Public Service Commission

Cannon Building, Suite 100

861 Silver Lake Blvd.

Dover, DE 19904

302-736-7500

Toll free: 1-800-282-8574

www.depsc.delaware.gov

District of Columbia

Public Service Commission

Office of Consumer Services

1333 H St., NW, Suite 600

Washington, DC 20005

202-626-5120

www.dcpsc.org

Florida

Public Service Commission

2540 Shumard Oak Blvd.

Tallahassee, FL 32399-0850

850-413-6100

Toll free: 1-800-342-3552 

TTY: 1-800-955-8771

: contact@psc.state.fl.us

www.floridapsc.com

Georgia

Public Service Commission

Consumer Affairs Division

244 Washington St., SW

Atlanta, GA 30334

404-656-4501

Toll free: 1-800-282-5813 

: gapsc@psc.state.ga.us

www.psc.state.ga.us

Hawaii

Public Utilities Commission

465 S. King St., Room 103

Honolulu, HI 96813

808-586-2020

: Hawaii.puc@hawaii.gov

www.puc.hawaii.gov

Idaho

Public Utilities Commission

Consumer Assistance Section

PO Box 83720

Boise, ID 83720-0074

208-334-0369

Toll free: 1-800-432-0369

www.puc.idaho.gov

Illinois

Commerce Commission

Consumer Affairs

527 E. Capitol Ave.

Springfield, IL 62701

217-782-2024

Toll free: 1-800-524-0795

TTY: 1-800-858-9277

www.icc.illinois.gov

Contacting Your Local Utilities Commission 

State utilities commissions regulate services and rates for gas, electricity, and 

telephones in your state. In some states, the utility commissions regulate other 

services such as water, transportation, and the moving of household goods. 

Rates for utilities and services provided between states are regulated by the 

federal government. 

Many utilities commissions handle consumer complaints. Sometimes, if they 

receive a number of complaints about the same utility matter, they will conduct 

investigations.

Note: Toll free phone numbers may be restricted to use only within the state 

listed.
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 133

Indiana

Utility Regulatory Commission

Consumer Assistance Section

101 W. Washington St., Suite 1500E

Indianapolis, IN 46204

317-232-2712

Toll free: 1-800-851-4268

TTY: 317-232-8556

www.in.gov/iurc

Iowa

Utilities Board

Customer Service Group

1375 E. Court Ave., Room 69

Des Moines, IA 50319-0069

515-725-7321

Toll free: 1-877-565-4450 

: customer@iub.iowa.gov

www.state.ia.us/iub

Kansas

Corporation Commission

Office of Public Affairs and Consumer 

Protection

1500 S.W. Arrowhead Rd.

Topeka, KS 66604-4027

785-271-3140

Toll free: 1-800-662-0027 

TTY: 1-800-766-3777

: public.affairs@kcc.ks.gov

www.kcc.state.ks.us

Kentucky

Public Service Commission

Consumer Services

PO Box 615

Frankfort, KY 40602

502-564-3940

Toll free: 1-800-772-4636

TTY: 1-800-648-6056

www.psc.state.ky.us

Louisiana

Public Service Commission

PO Box 91154

Baton Rouge, LA 70821-9154

225-342-4404

Toll free: 1-800-256-2397 

www.lpsc.org

Maine

Public Utilities Commission

Consumer Assistance Division

18 State House Station

Augusta, ME 04333-0018

207-287-3831

Toll free: 1-800-452-4699 

TTY: 1-800-437-1220

: maine.puc@maine.gov

www.state.me.us/mpuc

Maryland

Public Service Commission

Six St. Paul St., 16th Floor

Baltimore, MD 21202-6806

410-767-8028

Toll free: 1-800-492-0474

TTY: 1-800-201-7165

www.psc.state.md.us

Massachusetts

Department of Public Utilities

Consumer Division

One South Station, Suite 2

Boston, MA 02110

617-737-2836

Toll free: 1-877-886-5066

: DPUConsumer.Complaints@state.

ma.us

www.mass.gov/dpu

Michigan

Public Service Commission

Customer Intake Center

PO Box 30221

Lansing, MI 48909

517-241-6180

Toll free: 1-800-292-9555 

: mpsc_commissioners@michigan.

gov

www.michigan.gov/mpsc

Minnesota

Public Utilities Commission

Consumer Affairs Office

121 7th Pl. E, Suite 350

St. Paul, MN 55101-2147

651-296-0406

Toll free: 1-800-657-3782

: consumer.puc@state.mn.us

www.puc.state.mn.us

Mississippi

Public Service Commission

P.O. Box 1174

Jackson, MS 39215

601-961-5430 (Central District)

601-961-5450 (Northern District)

601-961-5440 (Southern District)

Toll free: 1-800-356-6430 (Central 

District)

Toll free: 1-800-356-6428 (Northern 

District)

Toll free: 1-800-356-6429 (Southern 

District)

www.psc.state.ms.us

Missouri

Public Service Commission

Consumer Services Department

200 Madison St.

PO Box 360

Jefferson City, MO 65102-0360

573-751-3234

Toll free: 1-800-392-4211 

TTY: 573-522-9061

: pscinfo@psc.mo.gov

www.psc.mo.gov

Montana

Public Service Commission

PO Box 202601

Helena, MT 59620-2601

406-444-6150

Toll free: 1-800-646-6150

TTY: 406-444-4212

www.psc.mt.gov

Nebraska

Public Service Commission

1200 N St., Suite 300

Lincoln, NE 68508

402-471-3101

Toll free: 1-800-526-0017 

TTY: 402-471-0213

www.psc.state.ne.us

Nevada

Public Utilities Commission - 

Northern NV

Consumer Complaint Resolution 

Division

1150 E. William St.

Carson City, NV 89701-3109

775-684-6100 

puc.nv.gov

STATE UTILITIES COMMISSIONS

STATE UTILITIES COMMISSIONS
134 www.USA.gov t 

Public Utilities Commission - 

Southern NV

Consumer Complaint Resolution 

Division

9075 W. Diablo Dr., Suite 250

Las Vegas, NV 89148

702-486-2600

puc.nv.gov

New Hampshire

Public Utilities Commission

Consumer Affairs Division

21 S. Fruit St., Suite 10

Concord, NH 03301-2429

603-271-2431

Toll free: 1-800-852-3793

: puc@puc.nh.gov

www.puc.state.nh.us

New Jersey

Board of Public Utilities

Division of Customer Assistance

44 S. Clinton Ave.

Trenton, NJ 08625

609-341-9188

Toll free: 1-800-624-0241

Toll free: 1-800-624-0331 (Cable 

complaint)

www.bpu.state.nj.us

New Mexico

Public Regulation Commission 

Consumer Relations Division

1120 Paseo de Peralta

PO Box 1269

Santa Fe, NM 87501

505-827-4592

Toll free: 1-888-427-5772

TTY: 505-827-6911

: crd.complaints@state.nm.us

www.nmprc.state.nm.us

New York

Department of Public Service

Office of Consumer Services

Three Empire State Plaza

Albany, NY 12223

Toll free: 1-800-342-3377

Toll free: 1-800-342-3355 (Termination)

TTY: 1-800-662-1220

www.askpsc.com

North Carolina

Utilities Commission

Consumer Services

4325 Mail Service Center

Raleigh, NC 27699-4325

919-733-9277

Toll free: 1-866-380-9816

: consumer.services@psncuc.nc.gov

www.ncuc.commerce.state.nc.us

North Dakota

Public Service Commission

600 E. Boulevard Ave., Dept. 408

Bismarck, ND 58505-0480

701-328-2400

Toll free: 1-877-245-6685

TTY: 1-800-366-6888

: ndpsc@nd.gov

www.psc.nd.gov

Ohio

Ohio Consumers’ Counsel

10 W. Broad St., Suite 1800

Columbus, OH 43215-3485

614-466-8574 

Toll free: 1-877-742-5622

: occ@occ.state.oh.us

www.pickocc.org 

Public Utilities Commission

180 E. Broad St.

Columbus, OH 43215

614-466-3292

Toll free: 1-800-686-7826

TTY: 1-800-686-1570

www.puco.ohio.gov

Oklahoma

Corporation Commission

Consumer Services Division

PO Box 52000

Oklahoma City, OK 73152-2000

405-522-0478

Toll free: 1-800-522-8154

www.occeweb.com

Oregon

Public Utility Commission

Consumer Services Division

550 Capitol St., NE, Suite 215

PO Box 2148

Salem, OR 97308-2148

Toll free: 1-800-522-2404

TTY: 1-800-648-3458 

: puc.consumer@state.or.us

www.oregon.gov/puc

Pennsylvania

Pennsylvania Office of Consumer 

Advocate

Office of the Attorney General

555 Walnut St.

5th Floor, Forum Place

Harrisburg, PA 17101-1923

717-783-5048

Toll free: 1-800-684-6560

: consumer@paoca.org

www.oca.state.pa.us

Public Utility Commission

Bureau of Consumer Services

PO Box 3265

Harrisburg, PA 17105-3265

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

: consumer.section@ripuc.org

www.ripuc.org

South Carolina

Office of Regulatory Staff

Consumer Services Division

1401 Main St., Suite 900

Columbia, SC 29201

803-737-5230

Toll free: 1-800-922-1531

TTY: 1-800-334-2217

www.regulatorystaff.sc.gov

South Dakota

Public Utilities Commission

Consumer Affairs

500 E. Capitol Ave.

Pierre, SD 57501-5070

605-773-3201

Toll free: 1-800-332-1782

: PUCConsumerInfo@state.sd.us

www.puc.sd.gov

STATE UTILITIES COMMISSIONS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 135

Tennessee

Regulatory Authority

Consumer Services Division

460 James Robertson Pkwy.

Nashville, TN 37243-0505

615-741-2904

Toll free: 1-800-342-8359 (Consumer 

Services)

TTY: 1-888-276-0677

www.state.tn.us/tra

Texas

Public Utility Commission

Customer Protection

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

160 East 300 South

Salt Lake City, UT 84114-6751

801-530-6716

: psc@utah.gov

www.psc.utah.gov

Vermont

Public Service Board

112 State St., 4th Floor

Montpelier, VT 05620-2701

802-828-2358

TTY: 1-800-253-0191

: psb.clerk@state.vt.us

www.psb.vermont.gov

Virginia

State Corporation Commission

Division of Energy Regulation

PO Box 1197

Richmond, VA 23218

804-371-9611

Toll free: 1-800-552-7945

TTY: 804-371-9206

: EnergyReg@scc.virginia.gov

www.scc.virginia.gov

Washington

Utilities and Transportation 

Commission

Consumer Protection

PO Box 47250

Olympia, WA 98504

360-664-1160

Toll free: 1-888-333-9882

TTY: 1-800-416-5289

: 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 Unit

PO Box 7854

Madison, WI 53707-7854

608-266-2001

Toll free: 1-800-225-7729

TTY: 608-267-1479

www.psc.wi.gov

Wyoming

Public Service Commission

2515 Warren Ave., Suite 300

Cheyenne, WY 82002

307-777-7427

Toll free: 1-888-570-9905

: wpsc_complaints@wyo.gov

psc.state.wy.us

STATE UTILITIES COMMISSIONS

STATE UTILITIES COMMISSIONS
136 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

America’s Health Insurance Plans (AHIP)

601 Pennsylvania Ave., NW

South Bldg., Suite 500

Washington, DC 20004

202-778-3200

: ahip@ahip.org

www.ahip.org

America’s Health Insurance Plans (AHIP) is the national 

association representing the health insurance industry. 

Member companies offer health insurance through employersponsored coverage, individual insurance policies, and 

public programs such as Medicare and Medicaid.

American Arbitration Association (AAA)

1633 Broadway, 10th Floor

New York, NY 10019

Toll free: 1-800-778-7879

www.adr.org

AAA is a not-for-profit public service organization 

committed to the resolution of disputes through arbitration, 

mediation, conciliation and other voluntary procedures.

American Bankers Association (ABA)

1120 Connecticut Ave., NW

Washington, DC 20036

Toll free: 1-800-226-5377

www.aba.com

ABA represents the concerns of banks and their employees. 

The ABA’s Education Foundation offers personal finance 

resources to help consumers understand their financial 

choices.

American Cleaning Institute (ACI) 

1331 L St., NW, Suite 650

Washington, DC 20005

202-347-2900

: info@cleaninginstitute.org

www.cleaninginstitute.org

ACI is the consumer source for free/low cost educational 

materials, designed to help people make safe choices for 

cleaning products.

American Council of Life Insurers (ACLI)

101 Constitution Ave., NW

Suite 700

Washington, DC 20001-2133

202-624-2000

: contact@acli.com

www.acli.com

ACLI is a trade association of insurance companies that 

provide life insurance, pensions and annuities, long-term 

care, and disability income insurance.

American Financial Services Association (AFSA) t 

Education Foundation

919 18th St., NW, Suite 300

Washington, DC 20006-5517

202-466-8611

: info@afsaef.org

www.afsaef.org

AFSA is the trade association of the consumer credit 

industry. The AFSA Education Foundation educates 

consumers on personal finance concepts, to help them 

realize the benefits of responsible money management and 

understand the credit process. Their MoneySKILL® program 

educates young adults on 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 (Ethics Hotline)

www.aicpa.org

www.360financialliteracy.org

AICPA works to ensure that the public remains confident in 

the integrity, competence and professionalism of CPAs.

American Moving and Storage Association (AMSA)

1611 Duke St.

Alexandria, VA 22314

703-683-7410

Toll free: 1-888-849-2672

: info@moving.org

www.moving.org

AMSA offers a wealth of information on its consumer 

website, including a Mover Referral Service. It also sponsors 

a dispute settlement program to help consumers resolve loss 

and damage claims on interstate moves.

Association of Independent Consumer Credit 

Counseling Agencies (AICCCA)

11350 Random Hills Rd., Suite 800

Fairfax, VA 22030

Toll free: 1-866-703-8787

www.aiccca.org

AICCCA represents not-for-profit credit counseling 

companies. AICCCA sets industry standards to ensure that 

member companies provide quality service to consumers. 

The organization also provides information directly to 

consumers (budgeting tips and a searchable database to 

locate a credit counseling company) on their website.

Contacting Trade & Professional Organizations 

Companies that manufacture similar products or offer 

similar services often belong to an industry association. 

These associations help resolve problems between 

their member companies and consumers. Most also 

provide consumer information through publications and 

websites. 

If you have a problem with a company and cannot resolve 

it by working directly with that firm, ask whether the 

company is a member of an association. Then check 

this section to see whether the association is listed. If 

the association is not included here, your local library 

has reference materials to help you find the appropriate 

contact.

TRADE & PROFESSIONAL ASSOCIATIONS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 137

TRADE & PROFESSIONAL ASSOCIATIONS

Cellular Telecommunications and Internet 

TRADE & PROFESSIONAL ASSOCIATIONS

Association (CTIA)

1400 16th St., NW, Suite 600

Washington, DC 20036

202-736-3200

www.ctia.org

www.gowirelessgogreen.org

CTIA is the trade association for the wireless 

telecommunications industry. They also provide educational 

resources for consumers to choose the best wireless device 

and plans, use them safely and recycle their old wireless 

devices.

Certified Financial Planner Board of Standards

1425 K St., NW, Suite 500

Washington, DC 20005

202-379-2200

Toll free: 1-800-487-1497

: mail@cfpboard.org

www.cfp.net

The CFP Board works to ensure that the public benefits 

from competent financial planning. The CFP Board certifies 

financial planners who meet its requirements by granting use 

of their trademarks.

Commission on the Accreditation of Rehabilitation 

Facilities (CARF)

6951 E. Southpoint Rd.

Tucson, AZ 85756

Toll free: 1-888-281-6531

www.carf.org

CARF is an independent accrediting body of rehabilitation, 

addiction, substance abuse, and retirement living services. 

The organization provides an online search tool to find 

services that match your rehabilitiation needs, as well as links 

to consumer resources.

Consumer Electronics Association (CEA)

1919 S. Eads St.

Arlington, VA 22202

703-907-7600

Toll free: 1-866-858-1555

: cea@ce.org

www.ce.org

CEA represents corporations involved in the design, 

development, manufacturing and distribution of consumer 

electronics. They offer free buying guides and tips to 

consumers. 

Direct Marketing Association (DMA)

1615 L St., NW

Washington, DC 20036

212-768-7277 ext. 1888

: consumer@the-dma.org

www.DMAchoice.org

The DMA is the trade association for organizations involved 

in direct marketing. via direct mail, catalogs, the Internet, 

telemarketing, magazines, newspaper and TV ads. DMA’s 

consumer website allows consumers to better manage their 

physical and electronic mail, free of charge.

Financial Industry Regulatory Authority (FINRA) 

1736 K St., NW

Washington, DC 20006

301-590-6500 (Call Center)

Toll free: 1-800-289-9999 (Broker Check Hotline)

www.finra.org

www.saveandinvest.org

FINRA is the largest independent regulator for all securities 

firms doing business in the US. The organization operates 

the largest dispute resolution forum in the securities 

industry for disputes between investors and securities 

firms. Consumers may check the background of individual 

investment professionals and firms using the BrokerCheck 

tool on the FINRA website.

Financial Planning Association (FPA)

7535 E. Hampden Ave., Suite 600

Denver, CO 80231

Toll free: 1-800-322-4237

: publicawareness@fpanet.org

www.fpanet.org

The Financial Planning Association is a trade organization 

for financial planners. FPA helps consumers by ensuring 

that planners adhere to a code of ethics as well as providing 

guides, brochures, and financial worksheets for consumers.

Insurance Information Institute (III)

110 William St.

New York, NY 10038

212-346-5500

www.iii.org

The III is a nonprofit communications organization supported 

by the property/casualty insurance industry that works to 

improve public understanding of insurance.

International Association of Movers (IAM)

: info@iamovers.org

www.iamovers.org

IAM is a global association of movers and forwarders 

committed to providing customers with the highest level 

of service available. IAM offfers consumer tips for moving, 

domestically or internationally, on their website.

International Cemetery, Cremation and Funeral 

Association (ICCFA)

107 Carpenter Dr., Suite 100

Sterling, VA 20164

Toll free: 1-800-645-7700

: hq@iccfa.com

www.iccfa.com

ICCFA is a trade association dedicated to the cemetery, 

funeral service, cremation and memorialization profession. 

The ICCFA assists consumers directly through information 

resources and a dispute resolution service.
138 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 

LeadingAge t

2519 Connecticut Ave., NW

Washington, DC 20008

202-783-2242

: info@leadingage.org

www.leadingage.org

LeadingAge represents not-for-profit nursing homes, 

continuing care retirement communities, assisted living 

and senior housing facilities, and community service 

organizations. Consumers may search LeadingAge’s online 

database for providers and facilities that fit their needs. 

National Association of Attorneys General

2030 M St., NW, 8th Floor

Washington, DC 20036

202-326-6000

: feedback@naag.org

www.naag.org

This organization facilitates communication among attorneys 

general, who are responsible for enforcing civil laws in 

their respective states. The AG offices often oversee state 

government regulation agencies and represent the public 

interest.

National Association of Home Builders (NAHB)

1201 15th St., NW

Washington, DC 20005

202-266-8200

Toll free: 1-800-368-5242

www.nahb.org

NAHB represents the mission of the housing and the 

building industry. This organization provides information 

for consumers interested in buying, financing, building 

or remodeling their home. The NAHB website features a 

searchable directory of builders.

National Association of Insurance Commissioners 

(NAIC)

1100 Walnut St., Suite 1500

Kansas City, MO 64106-2197

816-842-3600

Toll free: 1-866-470-6242

: webpost@naic.org

www.naic.org

www.InsureUonline.org

NAIC is a national organization of insurance regulators. The 

organization helps insurance regulators facilitate the fair and 

equitable treatment of consumers.

National Foundation for Credit Counseling (NFCC)

2000 M St., NW, Suite 505

Washington, DC 20036

Toll free: 1-800-388-2227

www.nfcc.org

The NFCC promotes the national agenda for financially 

responsible behavior and builds capacity for its members 

to deliver the highest quality of financial education and 

counseling services. Contact NFCC to locate an affiliated 

financial counseling agency in your area.

National Funeral Directors Association (NFDA)

13625 Bishops Dr.

Brookfield, WI 53005-6607

262-789-1880

Toll free: 1-800-228-6332

: nfda@nfda.org

www.nfda.org

NFDA’s Funeral Service Help Line helps consumers make 

informed decisions about funeral services and address 

concerns about funeral service experiences.

National Futures Association (NFA) t

300 S. Riverside Plaza, Suite 1800

Chicago, IL 60606-6615

312-781-1410

Toll free: 1-800-621-3570

: information@nfa.futures.org

www.nfa.futures.org

NFA is the industrywide self-regulatory organization for the 

U.S. futures industry. NFA provides innovative and efficient 

regulatory programs and services that safeguard the integrity 

of the derivatives markets. Consumers should contact 

NFA regarding any firm or individual who solicits them 

for investments in futures, options on futures and foreign 

currency. Contact the NFA’s Information Center for your 

futures related questions.

National Institute for Automotive Service Excellence 

(ASE)

101 Blue Seal Dr. SE, Suite 101

Leesburg, VA 20175

703-669-6600

Toll free: 1-877-346-9327

: asehelp@ase.com

www.ase.com

ASE is an independent organization that works to improve 

the quality of automotive service and repair through the 

voluntary testing and certification of automotive repair 

professionals.

North American Securities Administrators 

Association, Inc.

750 1st St, NE, Suite 1140

Washington, DC 20002

202-737-0900

www.nasaa.org

NASAA is an international organization devoted to investor 

protection. NASAA is the voice of the 50 state securities 

agencies responsible for grass-roots investor protection, 

investor education and capital formation.

Society of Consumer Affairs Professionals 

International (SOCAP)

625 N. Washington St., Suite 804

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. SOCAP does not investigate individual 

consumer complaints against companies.

TRADE & PROFESSIONAL ASSOCIATIONS
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 139

INDEX

INDEX

A

AARP. 105

retirement planning information, 36

ABA. See American Bar Association

Accidental death insurance, 33

Active duty alert, 60

Adjustable-rate mortgages, 26, 27

Administration for Children & Families, 95

Administration for Community Living, 96

Advance medical directives, 25

Advertisements

fraudulent employment opportunities, 19

Standard Directory of Advertisers, 70

Advisors, financial, 35

Affinity fraud, 35

Affordable Care Act, 23, 31

Aging. See Elderly persons; Medicare 

Agricultural Marketing Service, 22

AIDS.gov, 95

AIDSinfo, 97

Air Force Community Readiness and Family Support, 59

Air travel

airline fees, 48

delayed or canceled flights, 48

delayed or damaged baggage, 48

lost baggage, 48

overbooked flights, 48–49

tarmac delays, 49

Airline Passenger Protections, 49

Airlines. See Air travel

A.M. Best

insurance company ratings, 30

AMA. See American Medical Association

American Arbitration Association, 136

American Bankers Association, 136

American Bar Association, 55, 56

American Cleaning Institute, 136

American Council of Life Insurers, 30, 136

American Council on Science and Health, 105

American Financial Services Association Education 

Foundation, 136

American Institute of Certified Public Accountants, 136

American Medical Association, 23

American Moving and Storage Association, 136

American Savings Education Council, 36

Americans with Disabilities Act Information Line, 99

America’s Health Insurance Plans, 136

Annual Percentage Rate

cars, 8

credit cards, 13

installment loans, 17

mortgages, 26

Anti-spyware software, 39, 41

Anti-virus software, 41, 44

Apps, 3, 21, 40, 44, 50

APR. See Annual Percentage Rate

Arbitration, 55, 63

Armed Forces. See Military personnel

ARMs. See Adjustable-rate mortgages

Assisted-living facilities

long-term care insurance and, 33

selection of, 23–24

Assisted Living Federation of America, 24

Association of Independent Consumer Credit 

Counseling Agencies, 15, 136

ATM cards, 6, 7, 37

Attorneys. See Lawyers

Auctions, online, 5

Automobiles. See Cars

Aviation Consumer Protection and Enforcement, Office 

of, 48

Aviation Consumer Protection Division, 100

B

Baggage

airline fees, 48

delayed or damaged, 48

insurance coverage, 33

lost, 48

Balloon mortgages, 27

Balloon payments, 10

Banking

ATM cards, 7

checking accounts, 6

debit cards, 7

fees, 6

financial privacy, 38

phishing scams, 7

prepaid cards, 7

regulatory authorities, 8

savings accounts, 6

state banking authorities, 8, 120–123

unsolicited checks and offers, 7

Bankruptcy

credit reports and, 14

filing process, 16

personal, 16

Bankruptcy Abuse and Prevention Act, 16

Base mileage, 10

BBBOnLine, 65

BBBs. See Better Business Bureaus

Beneficiaries

Insurance policy, 32–33

Wills, 52

Better Business Bureaus

BBB Auto Line, 55, 64

BBB Military Line, 59

BBBOnLine, 65

complaint mediation, 55

state-by-state listing and contact information, 

65–69

Bill shock, 44

Blind persons, p. See Disabilities, persons with

Blocking, 47

Bond funds, 34

Bonds, 34

Bounced checks, 6

Bricking, 43

Brokers, financial, 35

Bureau of Consumer Protection, 103

Bureau of the Public Debt, 101

Business Software Alliance, 41

Buyer’s agents, 26

C

Cable TV service, 45

Cage-free animals, 21

Call for Action Inc., 55, 105

Cars

BBB Auto Line, 55, 64

buying tips, 8

dealer purchases, 10

dispute resolution programs, 64

financing, 10

fuel economy web pages, 8

insurance, 30

leasing, 10

“lemon” laws, 11

manufacturer contact information, 63–64

new, 9

private-party purchases, 10

recalls, 11

renting, 11

repairs, 12

repossessions, 12

safety considerations, 9

secret warranties, 11

SmartWay Certified Vehicles, 22

used, 9

Catastrophic health care insurance, 33

CDC. See Centers for Disease Control and Prevention

Cell phones

early upgrade plans, 42

lost or stolen, 43

mobile payments, 44

services, 43–44

telemarketing and, 46

Cellular Telecommunications and Internet Association, 

137

Cemeteries. See also Funerals

for veterans, 53

Center for Auto Safety, 9, 11, 105

Center for Food Safety and Applied Nutrition 

Information Line, 97

Center for Medicare & Medicaid Services, 96

Center for Medicaid and CHIP Services, 96

Center for Nutrition Policy and Promotion, 20, 93

Center for Science in the Public Interest, 105

Center for the Study of Services, 58, 105

Centers for Disease Control and Prevention

contact information, 96

food safety information, 21

health-related travel information, 50

Centers for Medicare and Medicaid Services, 25, 31, 

96

Certificate of deposit, 6, 33

Certified Financial Planner Board of Standards, 36, 

137

CFPB. See Consumer Financial Protection Bureau

CFTC. See Commodity Futures Trading Commission

Checking accounts, 6

Checks

bounced, 6

fees, 6

holds on, 6

unsolicited, 7

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. 70), and “Automotive Manufacturers” (p. 63).
140 www.USA.gov 

INDEX

Child Support Enforcement, Office of, 96

Child Welfare Information Gateway, 95

Childcare.gov, 95

Children. See also Families

government agency sources, 95

insurance coverage, 31

Internet protection, 40

National Runaway Safeline, 96

Children’s Online Privacy Protection Act, 40

City consumer protection offices, 107-119

Civil Rights, Office for, 38, 94, 95

Coalition Against Insurance Fraud, 105

COBRA. See Consolidated Omnibus Budget 

Reconciliation Act

Collateral, 16

College savings plans, 17

Colleges and universities

college accreditation, 17

financing options, 17–18

Commissaries and exchanges, 60

Commission on Accreditation of Rehabilitation 

Facilities, 24, 137

Commission on Civil Rights, 93

Commodities, 34, 36

Commodity Exchange Act, 36

Commodity futures, 36

Commodity Futures Trading Commission, 36, 104

Complaints

contacting sellers, 54

contacting third parties, 54–55

credit bureaus, 13

credit cards, 13

debt collectors, 15

dispute resolution programs, 55, 64

financial brokers and advisors, 35

fraud reporting, 56

health care providers, 23

insurance companies, 30

legal help, 55–56

online fraud, 41

resolving, 54

safety hazards reporting, 56

sample complaint letter, 57

small claims court, 55

telemarketing, 46

Comptroller of the Currency, Office of the

contact information, 101

regulatory authority, 8

Computer hackers, 40

Computers. See Internet; Software

Conciliation, 55, 63

Condo fees, 26

Consolidated Omnibus Budget Reconciliation Act, 31

Consumer Action, 105

Consumer Action Handbook, 58

Consumer Affairs and Dispute Resolution Services, 

Office of, 103

Consumer and Governmental Affairs Bureau, 102

Consumer Electronics Association, 137

Consumer Federation of America, 105

Consumer Financial Protection Bureau

automotive dispute resolution program, 64

contact information, 93

credit card company complaints, 13

military personnel services, 59

mortgage transfer rules, 27

student loan information, 18

Consumer Information Catalog, 58

Consumer Leasing Act, 10

Consumer organizations

complaint mediation, 55

corporate consumer contacts, 70–92

national organizations contact information, 105-106

Consumer Product Safety Commission

contact information, 93

product safety recall information, 3

reporting safety hazards to, 58

Consumer protection offices

complaint mediation, 54

state, county, and city offices contact information, 

107–119

Consumer Reports, 9, 44, 58, 106

Consumer rights

applying for credit, 12

credit reports

Cruise Passenger Bill of Rights, 49

debt collection, 15

installation loans, 16–17

questions creditors may not ask, 12

shopping from home, 4

specialty credit reports

Consumer reporting agencies, 38

Consumer World, 58

Convenience checks, 7

Convenience fees, 4

Cookies, 3, 40

Cooling-off rule. See 3-Day Cooling-Off Rule

Copyright issues, Internet and, 40, 41

Corporate consumer contacts, 70–92

Council of Better Business Bureaus, Inc., 65

Council on Accreditation, 15

County consumer protection offices, 107–119

Courts, small claims, 55

CPSC. See Consumer Product Safety Commission

Cramming

telephone service and, 42–43

CRAs. See Credit reporting agencies

Credit. See also Credit cards; Debt; Loans; Mortgages

consumer rights, 12

counseling services, 15–16

Equal Credit Opportunity Act provisions, 12

free credit reports, 15

privacy issues, 38

questions creditors may not ask, 12

reports, 14–15

scores, 14–15

unsolicited offers, 45

Credit bureaus

complaints about, 13

contact information, 14

credit report information, 14-15

free credit reports, 15

reporting identity theft, 37

Credit card blocking, 47

Credit cards. See also ATM cards; Debit cards

Annual Percentage Rates, 13

billing disputes, 13

blocking, 47

complaints, 13

considerations when applying for, 13

consumer protection, 13

denial, 14

fees, 13

finance charges, 13

interest rates, 13

lost, 13

mobile payments using smart phones, 44

payments, 13, 14

peer-to-peer payments, 6

rewards programs, 12

stolen, 13

surcharges, 13

travel services, 47

Credit counseling services, 15, 16

Credit Repair Organizations Act, 15

Credit reporting agencies, 14, 15

Credit reports and scores

credit bureaus, 14–15

employment searches and, 19

FICO score, 14

free reports, 15

negative information, 14–15

privacy protection, 38

renting housing property and, 29

tips for building a better score, 14

Credit unions, 6, 15

Cruises, 49

contract, 49

Passenger Bill of Rights, 49

D

Deaf or hard of hearing persons

telephone services for, 59

Debit cards

fees, 6

liability, 7

overdraft protections, 6

peer-to-peer payments, 6

PIN numbers, 7

prepaid cards, 7, 8

reporting missing cards, 7

using, 7

Debt. See also Bankruptcy; Credit; Loans

counseling services, 15–16

debt collection, 15

reducing, 15

Dental insurance, 33

Deposit insurance, 6

Design for the Environment, 22

Dietary guidelines, 20

Digital wallet, 44

Direct lending, 10

Direct Marketing Association, 47, 137

Directories

Better Business Bureaus, state-by-state listing, 

65-69

car manufacturer contact information, 63–64

corporate consumer contacts, 70–92

dispute resolution programs, 64

federal government agencies, 93–104

national consumer organizations, 105–106

National Resource Directory, 61

state, county, and city consumer protection offices, 

107–119

state banking authorities, 120–123

state insurance regulators, 124–127

state securities administrators, 128–131

state utilities commissions, 132–135

trade and professional associations, 136–138

Disabilities, persons with

American with Disabilities Act information line, 99

information resources, 59

library service for, 59

telephone relay services, 59

Disability Employment Policy, Office of, 100

Disability insurance, 30

Disasters. See Emergency preparedness

Dispute resolution programs

automotive, 64

investments, 36
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 141

types of, 55

Division of Depositor and Consumer Protection, 103

DNR. See Do Not Resuscitate orders

Do Not Call Registry, 45

Do Not Resuscitate orders, 25

Doctor selection, 23

DOE. See U.S. Department of Energy

DOI. See U.S. Department of the Interior

DOL. See U.S. Department of Labor

DOT. See U.S. Department of Transportation

Downloads, 40

Drip pricing, 2

Drugs. See Prescription drugs

Dumpster divers, 7, 37

Dun & Bradstreet Directory, 70

Durable power of attorney for health care, 25–26

Dynamic pricing, 3

E

E-mail spam, 42

Earthquake insurance, 33

ED. See U.S. Department of Education

EDPUBS. See Education Publications Center

Education. See Colleges and universities; Student 

financial aid

Education Publications Center, 94

Educational tax credits, 18

EEOC. See Equal Employment Opportunity Commission

Electronic benefits card, 8, 20

Eldercare Locator, 23–24, 96

Elderly persons 

assisted-living facilities, 23, 33

Eldercare Locator, 23–24, 96

Identity theft, 39

long-term care insurance, 33

nursing home selection, 23-24

retirement planning, 36

Senate Fraud Hotline, 39

Emergency medical coverage, 33

Emergency preparedness, 58, 98

Employee Benefits Security Administration, 99

Employer-based retirement plans, 36

Employment

agencies, 19

credit checks, 19

Internet-based opportunities, 20

multi-level marketing plans, 19

recruiters, 19

Unemployment Insurance Program, 20

work-at-home companies, 19

Employment agencies, 19

Energy Efficiency and Renewable Energy, 95

Energy STAR Program, 22, 102

Environmental issues

buying green products, 22

Energy Star appliances, 22

Going Green, 22

reusing and recycling, 22

Environmental Protection Agency

contact information, 102

Design for the Environment, 22

Energy Star Program, 22, 102

green products information, 23

Indoor Environments Division, 102

National Pesticide Information Center, 102

National Service Center for Environmental 

Publications, 102

reporting safety hazards to, 58

Safe Drinking Water Hotline, 102

SmartWay Certified Vehicles, 22

WaterSense program, 22

EPA. See Environmental Protection Agency

Equal Credit Opportunity Act, 12

Equal Employment Opportunity Commission, 102

Equifax, 14, 15, 38

Escrow service, 5

Estate planning. See Wills

Estimates

Buying a new home, 9

Car repairs, 12

Fuel, 8

Home improvement, 28

Legal fees, 56

Moving companies, 28

Remittances, 6

Executors, for wills, 51–52

Declination, 52

Experian, 14, 15, 38

Excess valuation, 48

Extended warranties, 2, 9

F

FAA. See Federal Aviation Administration

FAFSA. See Free Application for Federal Student Aid

Fair Credit and Charge Card Disclosure Act, 13

Fair Credit Billing Act, 13, 14

Fair Credit Reporting Act, 14, 38

free credit report, 15

specialty consumer reports, 38

Fair Debt Collection Practices Act, 15

Fair Housing Act, 29

Fair Housing and Equal Opportunity, Office of, 26, 98

Families. See also Children

government agency sources, 95

support programs for military personnel, 59–61

Families USA, 106

Family and Morale, Welfare and Recreation Command 

Family Programs, 60

Family Centers, 59

Farmers’ Markets, 21

FCC. See Federal Communications Commission

FCIC. See Federal Citizen Information Center

FCRA. See Fair Credit Reporting Act

FDA. See Food and Drug Administration

FDIC. See Federal Deposit Insurance Corporation

Federal agencies. See Government agencies

Federal Aviation Administration, 49, 100

Federal Citizen Information Center, 58, 103

Federal Communications Commission

contact information, 102

lost or stolen cell phones, 43

phone bills, 42, 44

slamming and cramming, 43

Federal Deposit Insurance Corporation

Consumer Response Center, 13

contact information, 103

Division of Depositor and Consumer Protection, 103

financial privacy and, 38

regulatory authority, 8

Federal Emergency Management Agency, 58, 98

Federal Housing Administration

contact information, 99

mortgage loans, 27

Federal Maritime Commission, 103

Federal Motor Carrier Safety Administration, 28, 101

Federal Relay Services, 59, 103

Federal Reserve Consumer Help, 103

Federal Reserve System

contact information, 103

credit card information, 13

mortgage refinancing, 26

regulatory authority, 8

Federal Student Aid Information Center, 18, 94

Federal Trade Commission

Bureau of Consumer Protection, 103

Children’s Online Privacy Protection Act, 40

contact information, 103

fraud reporting, 58

fraudulent employment opportunity advertisements, 

19

Funeral Rule, 53

identity theft reports, 37

medical identity theft reporting, 25

online file sharing, 41

shopping from home requirements, 4

Telemarketing Sales Rule, 46

3-Day Cooling-Off Rule, 4

Federal Work-Study Program, 17

Federation of State Medical Boards, 23

FedsHireVets, 60

Fee-for-service health insurance, 31

FEMA. See Federal Emergency Management Agency

FEMA Disaster Assistance, 98

FHA. See Federal Housing Administration

FICO scores, 14

File sharing, online, 41

Financial aid. See Student financial aid

Financial brokers and advisors, 35–36

Financial Industry Regulatory Authority

contact information, 137

dispute resolution programs, 55

investment information, 35, 36

Financial Planning Association, 137

Financial privacy, 38

FINRA. See Financial Industry Regulatory Authority

Firewalls, 37, 41

Fish and Wildlife Service, 99

Fixed-rate mortgages, 27

Fleet and Family Support Programs, 59

Fleet Vehicle Sales, 103

Flood insurance, 32, 98

Flying. See Air travel

FMCSA. See Federal Motor Carrier Safety 

Administration

Food. See also Nutrition

farmers’ markets, 21

healthy choices, 20

organic, 21

recall information website, 3

resources, 20

safety issues, 21

saving money on groceries, 21

Supplemental Nutrition Assistance Program, 8, 20

Food and Drug Administration

contact information, 97

food and nutrition information, 20

prescription drug information, 25

recall information website, 3

reporting safety hazards to, 58

Food and Nutrition Services, 93

Food Information Hotline, 21

Food Safety and Inspection Services, 21, 93

Foreclosure, 28

401(k) plans, 36

Fraud. See also Identity theft

affinity fraud, 35

employment agencies, 19

employment opportunity advertisements, 19

INDEX

INDEX
142 

foreclosure rescue, 28

government agency names, 46

health insurance, 24

HHS-TIPS fraud hotline, 25, 95

home improvement contractors, 29

identifying, 3

insurance, 30

investments, 35

Medicare, 25

military personnel, 60

online, 41

pension, 61

postal related, 45, 104

reporting, 37, 58

scholarships, 18

Senate Fraud Hotline for Seniors, 39

student financial aid, 18

telemarketing, 46

timeshare resale, 49

tips for avoiding, 3

title and deed scams, 27

veterans, 61

Free Application for Federal Student Aid, 17–18

Free-range animals, 21

FRS. See Federal Relay Service

FSAIC. See Federal Student Aid Information Center

FSAs. See Flexible spending accounts

FTC. See Federal Trade Commission

Fuel economy, 8

Funeral Consumers Alliance, 53, 106

Funeral Rule, 52–53

Funeral Service Consumer Assistance Program, 53

Funerals, 52. See also Wills

prepaying, 53

G

Garnishment, 18, 55

General Services Administration

contact information, 103

Federal Citizen Information Center, 58, 103

Fleet Vehicle Sales, 103

Surplus Federal Property Sales, 103

telephone relay service, 59

Gift card, 7

Gold investments, 36

Government agencies. See also specific agencies

directory of federal agencies, 93–104

directory of state and local agencies, 107-135

federal job announcements, 19

scams using government names, 46

Government benefits payments, 8

Grants, education, 17

Grass-fed animals, 21

Grey charges, 4

Grocery buying tips, 21

Group health insurance, 31

GSA. See General Services Administration

H

Hackers, 40

Hazardous waste disposal, 22

Health care

advance medical directives, 25–26

Affordable Care Act 23, 31

complaints concerning, 23

Do Not Resuscitate orders, 25

doctor selection, 23

durable power of attorney, 25–26

elder care, 23–24

filing complaints, 23

health care facility selection, 23–24

Healthcare.gov, 23, 31

information resources, 23

insurance, 31

insurance scams, 24

medical identity theft, 25

medical privacy, 38–39

Medicare fraud, 25

Medicare prescription drug coverage, 25

prescription drugs, 24–25

reporting safety hazards, 58

Health care facilities selection, 23–24

Health care professionals selection, 23

Health insurance. See also Long-term care insurance; 

Medicaid; Medicare

Affordable Care Act, 23, 31

catastrophic, 33

group policies, 31

international plans, 33

questions to ask about, 31–32

types of plans, 31

Health Insurance Portability and Accountability Act, 

38–39

Health Maintenance Organizations, 31

Health records privacy, 38–39

Health Resources and Services Administration, 95

HealthCare.gov, 23, 31

HealthFinder.gov, 23

Hearing loss. See Deaf or hard of hearing persons

HHS. See U.S. Department of Health and Human 

Services

HHS-TIPS fraud hotline, 25, 95

Higher education. See Colleges and universities; 

Student financial aid

HIPAA. See Health Insurance Portability and 

Accountability Act

HIV/AIDS Prevention, 96

HMOs. See Health Maintenance Organizations

Home Affordable Foreclosure Alternatives Program, 28

Home equity loans, 16

Home improvement contractors, 28–29

Home inspections, 26

Home shopping. See Shopping from home

Homeowner’s association fees, 26

Homeowner’s insurance, 32

Homes. See Housing

Hotels. See Travel

Hotlines

Auto Safety Hotline, 64

Call for Action consumer hotlines, 55

Food Information Hotline, 21

HHS-TIPS fraud hotline, 25, 95

Meat and Poultry Hotline, 21, 93

National Insurance Crime Bureau, 30

National STD Hotline, 96

Safe Drinking Water Hotline, 102

Senate Aging Fraud Hotline, 39

Vehicle Safety Hotline, 11

Household hazardous waste disposal, 22

Housing. See also Mortgages; U.S. Department of 

Housing and Urban Development

avoiding foreclosure, 28

buying a home, 26–27

counseling agencies, 13, 26, 28

foreclosure rescue scams, 28

home equity loans, 16

home improvement, 28–29

home inspections, 26

homeowner’s insurance, 32

leasing properties, 29–30

moving companies, 28

renters’ insurance, 29, 32

renting properties, 29–30

repairs, 28–29

rights of persons with disabilities, 59

short sales, 28

specialty consumer reports, 38

timeshare resale, 49

https, II, 5

HUD. See U.S. Department of Housing and Urban 

Development

I

IC3. See Internet Crime Complaint Center

Identity theft. See also Fraud; Privacy issues

insurance for, 33

medical identity theft, 25

online purchases and, 41

prevention tips, 37

reporting, 37

seniors, 39

Identity Theft Affidavit, 37

Identity theft report, 37

IIHS. See Insurance Institute for Highway Safety

Income-Based Repayment Plan, 18

Index funds, 34

Individual retirement accounts, 34

Indoor Environments Division, 102

Information resources, 58–61

Installment loans, 16

Insurance

auto, 30

catastrophic health care, 33

for children, 31

complaints, 30

considerations when buying, 30

dental, 33

disability, 30–31

fraud, 30

flood, 33, 98

health, 31

health care plans, 31

home improvement contractors, 28

homeowner’s, 32

identity theft, 33

information sources, 30

international health care, 33

liability, 33

life, 32–33

long-term care, 33

moving companies, 28

private mortgage insurance, 26–27

renters’, 29, 32

state insurance regulators, 124–127

specialty consumer reports, 38

storage units, 32

travel, 33

umbrella policies, 33

vision, 33

Insurance Information Institute, 30, 137

Insurance Institute for Highway Safety, 9

Interest-only mortgages, 27

Interest rates. See also Loans

credit cards, 13

mortgages, 26

savings and checking accounts, 6

Internal Revenue Service

contact information, 101

tax ID theft, 39

International Association of Movers, 137

International Cemetery, Cremation and Funeral 

Association, 137

International health care insurance, 33

 www.USA.gov

INDEX
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 143

International Organization for Standardization, 15

Internet. See also Shopping from home; 

Telecommunications; specific Websites

business opportunities, 20

cookies, 40

copyright issues, 40, 41

downloaded music, 40

file sharing, 41

firewalls, 37, 41

fraud issues, 41, 58

investing online, 35

online auctions and sellers, 5

online pharmacies, 24–25

online privacy, 39

password security, 37, 40

protecting children, 40

routers, 40

service provider selection, 40

shopping online, 4–5

smart phones, 42, 44

social media wills, 52

spam, 42

spyware, 39, 41

ticket buying, 4

TV service, 45

wireless, 40–41

Internet Crime Complaint Center, 41, 58

Internet Service Provider, 40, 42

Interstate Land Sales Division, 99

Investments

affinity fraud, 35

commodities, 36

considerations when investing, 33–34

financial brokers and advisors, 35–36

fraud, 35

gold, 36

information sources, 36

online trading, 35

Reparations Program, 36

retirement planning, 36

state securities administrators, 128–131

types of (table), 34

Investopedia, 36

Investor Education and Advocacy, Office of, 104

Investor Information Service, 35

Investor’s Clearinghouse, 36

IRAs. See Individual retirement accounts

IRS. See Internal Revenue Service

ISP. See Internet Service Provider

J

Job Corps, 100

Jobs. See Employment

Joint Commission, 24

K

Kelley Blue Book, 9

L

Land sales, 99

Landlords, 29, 50

Lawyer Referral Service, 55

Lawyers

bankruptcy filing, 16

choosing, 56

filing complaints and, 55

free legal help, 56

initial consultation, 56

notarios, 56

selection criteria, 56

small claims court and, 55

wills and, 51

LeadingAge, 24, 138

Leases

cars, 10-11

housing property, 29

Legal Aid offices, 56

Legal Services Corporation offices, 56

“Lemon” laws, 9, 11

Liability insurance, 33

Libraries

blind and physically handicapped persons, 59

public library website, 58

Licensing agencies, 55

Life insurance, 32–33

Living wills, 25

Loans. See also Credit; Debt; Mortgages

car financing, 10

Federal Housing Administration, 27

home equity loans, 16

installment, 16

student loans, 17, 18

Veterans Administration, 27

Local relay service, 59

Long-distance service. See Telephone services

Long-term care 

ID theft, 39

insurance, 33

Long-term disability insurance, 30

M

Mail Preference Service, 47

Making Home Affordable Program, 28

Manufactured Housing Programs, Office of, 99

Marine Corps Community Services, 60

Market Data Center, 35

Market-linked CDs, 34

Mayo Clinic, 23

MCCS. See Marine Corps Community Services

Meat and Poultry Hotline, 21, 93

Media

consumer complaint resolution, 55

Mediation, 55, 63

Medicaid

Centers for Medicare and Medicaid Services, 25, 

31, 96

coverage, 31

groups covered, 31

Medical device safety, 58

Medical directives, 25–26

Medical identity theft, 25

seniors, 39

Medical Library Association, 23

Medicare

Centers for Medicare and Medicaid Services, 25, 

31, 96

coverage gap, 25

fraud, 25

groups covered, 31

nursing home facilities, 23, 24

prescription drug coverage, 25

Medicare Rights Center, 106

Medicare Service Center, 96

Medicine. See Prescription drugs

MedlinePlus, 20, 23

Military OneSource, 60

Military personnel. See also U.S. Department of 

Defense; Veterans

cemeteries for veterans, 53

Family Centers, 59

family support organizations, 59–61

frauds, 60

pension frauds, 61

resources, 61

Military Sentinel, 60

Mobile payments, 44

Money market funds, 34

Moody’s Investors Services

corporate financial condition ratings, 35

insurance company ratings, 30

Mortgage Bankers Association, 27

Mortgages. See also Home equity loans; Housing; 

Loans

adjustable-rate, 26, 27

avoiding foreclosure, 28

balloon, 27

choosing a lender, 27

down payments, 26

fixed-rate, 27

interest-only, 27

interest rates, 26, 27

Making Home Affordable Program, 28

private mortgage insurance, 26, 27

refinancing, 26

reverse, 27

scams involving, 28

transfers, 27

types of (table), 27

Moving companies, 28

Multi-level marketing plans, 19

Music downloads, 40

Mutual funds, 34

MyMoney, 36

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, 138

National Association of Home Builders, 138

National Association of Insurance Commissioners, 30, 

138

National Association of Student Financial Aid 

Administrators, 17

National Automobile Dealers Association, 9

National Cancer Institute, 97

National Cemetery Administration, 101

National Center for Dispute Settlement, 64

National Committee for Quality Assurance, 31

National consumer organizations, 105–106

National Consumer Protection Technical Resource 

Center, 106

National Consumers League, 106

National Contact Center, 100

National Council on the Aging, 106

National Credit Union Administration

contact information, 104

regulatory authority, 8

National Credit Union Share Insurance Fund, 6

National Disability Rights Network, 59

National Flood Insurance Program, 32, 98

National Foundation for Credit Counseling, 15, 138

National Funeral Directors Association, 138

National Futures Association, 36, 138

National Health Information Center, 95

National Highway Traffic Safety Administration

car safety information, 9

car service bulletin database, 11

contact information, 101

recall information website, 3

reporting safety hazards to, 58

INDEX

INDEX
144 

National Institute for Automotive Service Excellence, 

138

National Institute of Allergy and Infectious Diseases, 97

National Institute of Food and Agriculture, 58, 93

National Institute of Mental Health, 97

National Institutes of Health, 97

National Insurance Crime Bureau hotline, 30

National Legal Aid and Defender Association, 56

National Library Service for the Blind and Physically 

Handicapped, 59

National Motor Vehicle Title Information System, 9

National Park Service, 99

National Passport Information Center, 100

National Pesticide Information Center, 102

National Resource Directory, 61

National Runaway Safeline, 96

National Service Center for Environmental Publications, 

102

National STD Hotline, 96

Natural disasters. See Emergency preparedness

Natural food, 21

NCD. See National Council on Disability

NCUA. See National Credit Union Administration

NCUSIF. See National Credit Union Share Insurance 

Fund

Negative option, 4, 43

Neighborworks America, 27

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, 

36, 138

Notarios, 56

Nursing Home Compare, 24

Nursing homes

ID theft, 39

long-term care insurance and, 33

selection of, 23–24

Nutrition. See also Food

dietary guidelines, 20

resources, 20, 93, 97

O

Occupational Safety and Health Administration, 100

Office for Civil Rights, 39, 94, 95

Office of Aviation Consumer Protection and 

Enforcement, 48

Office of Child Support Enforcement, 96

Office of Consumer Affairs and Dispute Resolution 

Services, 103

Office of Disability Employment Policy, 100

Office of Fair Housing and Equal Opportunity, 26, 98

Office of Investor Education and Advocacy, 104

Office of Manufactured Housing Programs, 99

Office of Personnel Management, 104

Office of Pollution Prevention and Toxics, 104

Office of Postsecondary Education, 94

Office of Public Inquiries, 104

Office of Service Member Affairs, 61

Office of Special Education and Rehabilitative 

Services, 94

Office of the Comptroller of the Currency

contact information, 101

regulatory authority, 8

Office of Vocational and Adult Education, 94

Online shopping, 4

Dynamic pricing, 3

Tips, 5

Opt out, 38, 45, 47

OPM. See Office of Personnel Management

Organic foods, 21

OSHA. See Occupational Safety and Health 

Administration

Overdraft fees, 6, 7

Overseas Citizens Services, 100

P

Partnership for Food Safety Education, 21

Passports, 100

Password security, 37, 40, 41

Patents

information sources, 94

online copyright issues, 40, 41

Pay-as-you-go telephone plans, 44

Payday loans, II

PBGC. See Pension Benefit Guaranty Corporation

Peer-to-Peer

file sharing, 41

payments, 6

Pension Benefit Guaranty Corporation, 104

Pension poaching, 61

Pensions, 31, 36

Personnel Management, Office of, 104

Persons with disabilities. See Disabilities, persons with

Phishing scams, 7

Phones. See Telephone services

Physician selection, 23

Piggybacking, 40

PIN numbers

ATM/debit cards, 7

protecting, 37

PMI. See Private mortgage insurance

Pollution Prevention and Toxics, Office of, 102

Ponzi schemes, 35

Postsecondary Education, Office of, 94

Powers of attorney, health care, 25–26

PPOs. See Preferred Provider Organizations

Prepaid tuition plans, 17

Pre-recorded sales calls, 46

Preferred Provider Organizations, 31

Prepaid 

cards, 7

funerals, 53

phone plans, 44

Prescription drugs

information concerning, 24–25

Medicare coverage, 25, 31

online pharmacies, 24–25

reporting safety hazards, 58

Price predictor, 3, 5

Price tracker, 3

Primary care providers, 23

Privacy issues. See also Identity theft

financial privacy, 38

medical privacy, 38–39

online privacy, 39

privacy protection tips, 38

protecting children online, 40

Private mortgage insurance, 26, 27

Probate, 51, 52

Product safety recalls, 3

Professional associations contact information, 

136–138

Promo codes, 4

Public Health Service, 53

Public Inquiries, Office of, 104

Public Service Loan Forgiveness Program, 18

Pyramid schemes, 19, 35

R

Real estate agents, 26

Timeshare resale, 49

Recalls

cars, 11

foods, 21

product safety recalls, 3

Recycling products, 22

Red Cross, 58

Refinancing mortgages, 26, 28

Register of Corporations Directors and Executives, 70

Relay services, 59

Remittances, 6

Renters’ insurance, 29, 32

Renting property

cars, 11–12

housing property, 29–30

insurance, 32

leases, 11–12, 29–30

security deposits, 30

tips for renters, 29

Repairs

cars, 12

credit, 15

housing, 28–29

Reparations Program, 36

Repossession of cars, 12

Restricted ticketing, 4

Retirement planning, 36

Reusing products, 22

Reverse mortgages, 27

Revolving credit, 16

Robocalls, 46

Roth IRAs, 34

S

Safe Drinking Water Hotline, 102

Safety issues

cars, 9

food, 21

product safety recalls, 3

reporting safety hazards, 58

travel, 50

Sales calls, 46

SAMHSA. See Substance Abuse and Mental Health 

Services Administration

Satellite TV service, 45

Savings accounts

considerations in choosing, 6

retirement planning and, 36

Savings bonds, 34

SBA. See Small Business Administration

Scams. See Fraud

Scholarships, 17. See also Student financial aid

Seafood Inspection Program, 94

SEC. See Securities and Exchange Commission

Secret warranties, 11

Secure browser, 5

Secured loan, 16

Securities administrators, 128–131

Securities and Exchange Commission

complaints against financial brokers and advisors, 

35

contact information, 104

investment information, 34–35

 www.USA.gov

INDEX
1-800-FED-INFO (800-333-4636) 2014 Consumer Action Handbook 145

Office of Investor Education and Advocacy, 104

retirement planning information, 36

Security deposits, 30

Sellers, contacting, 54

Seniors. See Elderly persons.

Service contracts, 2, 4, 9, 42

Service Member Affairs, Office of, 59

Shopping from home

“Before You Buy” checklist, 2

consumer tips, 3

online auctions and sellers, 5

online shopping, 4–5

3-Day Cooling-Off Rule, 4

Short sales, 28

Short-term disability insurance, 30

Shoulder surfers, 7, 37

Skimming, 7

Slamming

telephone service and, 42

Small Business Administration, 104

Small claims court, 55

Smart phones, 44

SmartWay Certified Vehicles, 22

Smishing, 7

SNAP. See Supplemental Nutrition Assistance Program

SOCAP. See Society of Consumer Affairs Professionals 

International

Social media wills, 52

Social Security

benefits payment, 8

identity theft and, 37

retirement planning and, 36

Social Security Administration

contact information, 104

Office of Public Inquiries, 104

retirement planning information, 36

Social Security Numbers 2, 15, 37, 39

Society of Consumer Affairs Professionals 

International, 62, 138

Software. See also Internet

anti-virus, 41

copyright issues, 41

spam-blocking, 42

Spam

e-mail, 42

text messages, 46

Special Education and Rehabilitative Services, 

Office of, 94

Specialty consumer reports, 38

Spyware, 40

SSA. See Social Security Administration

Standard & Poor’s

corporate financial condition ratings, 35

insurance company ratings, 30

Register of Corporations Directors and Executives, 

70

Standard Directory of Advertisers, 70

States

banking authorities, 7, 120–123

Better Business Bureaus state-by-state listing and 

contact information, 65–69

consumer protection offices, 54, 107–119

coupons for farmers’ markets, 21

insurance coverage, 31

insurance regulators, 124–127

licensing agencies, 55

medical boards, 23

motor vehicle departments, 9

regulatory agencies, 54, 107–135

securities administrators, 128–131

student financial aid, 17

telephone relay services, 59

unemployment benefits, 20

utilities commissions, 132–135

WIC Farmers’ Market Nutrition Program, 21

Stocks, 34

Storage units, 32

Stored value cards, 7

Student Aid Report, 18

Student financial aid

applying for, 17

college savings plans, 17

comparing loans, 18

defaulting on loans, 18

education tax benefits, 18

federal loan repayment, 18

Federal Student Aid Information Center, 18

financial aid scams, 18

pre-paid tuition plans, 17

types of, 17

Substance Abuse and Mental Health Services 

Administration, 95

Suitcases. See Baggage

Supplemental Nutrition Assistance Program, 8, 20

Surplus Federal Property Sales, 103

T

Tax issues. See also Internal Revenue Service

education tax benefits, 18

ID theft, 39

investments, 34

Teacher information sources, 58

Telecommunications. See also Internet

cell phones, 43–44

relay services, 59

smart phones, 44

telephone service, 43

television service, 45

Telemarketing

Do Not Call Registry, 45–46

ID theft, 39

opting out, 47

pre-recorded messages, 46

sales calls, 46

Telemarketing Sales Rule, 46

text messsage spam, 46

Telemarketing Sales Rule, 46

Telephone services

cell phones, 43–44

comparing services, 42, 44

cramming, 43

early upgrade plans, 42

pay-as-you-go plans, 44

questions to ask when choosing services, 42, 44

relay services for persons with disabilities, 59

slamming, 42–43

smart phones, 44

Television

buying new TVs, 45

cable, 45

Internet, 45

satellite, 45

Tenant rights, 29–30

Term life insurance, 32

Terms and conditions

cruises, 49

installment loans, 16

car leases, 11

housing lease, 29

prepaid cards, 7

savings and checkings accounts, 6

Terms of service

Internet, 40

Text message spam, 46

Text telephones, 59

Third parties, contacting, 54–55

ThomasNet, 54, 70

3-Day Cooling-Off Rule

home improvements, 29

home shopping, 4

Tickets

online purchases, 4

Title scams, 27

Toll free telephone numbers

complaint filing, 54

Do Not Call Registry, 45

identity theft reporting, 37

Military OneSource, 60

National Runaway Safeline, 96

relay services, 59

Securities and Exchange Commission, 35

Toy safety, 58

Trade and professional associations

complaint mediation, 55

contact information, 136–138

Trade Names Directory, 70

Trademarks

information sources, 94

Transportation Security Administration, 51, 98

TransUnion, 14, 15, 38

Travel

air travel problems, 48–49

airline fees, 48

cancellation policies, 47

credit card blocking, 47

cruises, 49

health-related information, 50

insurance, 33

passports, 100

safety issues, 50

timeshare resale, 49

tips on, 47

Travel insurance, 32

Trustee Program, 16, 99

Truth in Lending Act, 17

Two factor authentication, 37

TSA. See Transportation Security Administration

TTYs. See Text telephones

U

Umbrella insurance policies, 33

Unemployment, 20

Unemployment Insurance Program, 20

United States Mint

contact information, 101

investing information, 36

United States Patent and Trademark Office, 40, 94

Universal life insurance, 32

Unsecured loan, 16

Unsolicited checks, 7

Unsolicited commercial e-mail, 42

U.S. Citizenship and Immigration Services, 98

U.S. Coast Guard, 60

U.S. Customs and Border Protection, 98

U.S. Department of Agriculture

Agricultural Marketing Service, 22

Center for Nutrition Policy and Promotion, 20, 93

contact information, 93

farmers’ markets, 21

food and nutrition information, 20

Food and Nutrition Services, 93

INDEX

INDEX
146 

food safety information, 21

Meat and Poultry Hotline, 21, 93

National Institute of Food and Agriculture, 58, 93

organic food certification, 21

reporting safety hazards to, 58

U.S. Department of Commerce

contact information, 94

Patent and Trademarks Office, 40, 94

reporting food safety hazards to, 58

Seafood Inspection Program, 94

U.S. Department of Defense. See also Military 

personnel; Veterans

National Resource Directory, 61

U.S. Department of Education

contact information, 94

Education Publications Center, 94

federal student aid, 17, 18

Federal Student Aid Information Center, 18, 94

information resources for persons with disabilities, 

59

Office for Civil Rights, 94

Office of Postsecondary Education, 94

Office of Special Education and Rehabilitative 

Services, 94

Office of Vocational and Adult Education, 94

U.S. Department of Energy

contact information, 94

Energy Efficiency and Renewable Energy, 95

Public Affairs office, 94

U.S. Department of Health and Human Services

Administration for Children and Families, 95

Administration for Community Living, 96

Center for Food Safety and Applied Nutrition 

Information Line, 97

Centers for Disease Control and Prevention, 21, 

50, 96

Centers for Medicare and Medicaid Services, 25, 

31, 96

Child Welfare Information Gateway, 95

contact information, 95

Eldercare Locator, 23–24, 96

Food and Drug Administration, 3, 21, 25, 97

food safety information, 21

HHS-TIPS fraud hotline, 25, 95

medical privacy information, 38–39

Medicare fraud reporting, 25

National Health Information Center, 95

National Institute of Allergy and Infectious Diseases, 

97

National Institute of Mental Health, 97

National Institutes of Health, 97

National Runaway Safeline, 96

Nursing Home Compare, 24

Office for Civil Rights, 38, 95

Office of Child Support Enforcement, 96

U.S. Department of Homeland Security

computer threat alerts, 41

contact information, 98

Federal Emergency Management Agency, 58, 98

National Flood Insurance Program, 32, 98

Transportation Security Administration, 50, 98

U.S. Citizenship and Immigration Services, 98

U.S. Computer Emergency Readiness Team, 41, 98

U.S. Customs and Border Protection, 98

U.S. Department of Housing and Urban Development

contact information, 98

Department of Housing, 99

Eldercare Locator, 23–24

Fair Housing and Equal Opportunity, 26, 98

Federal Housing Administration, 27, 99

housing counseling agencies, 26, 28

information resources for persons with disabilities, 

59

Office of Fair Housing and Equal Opportunity, 26

Office of Manufactured Housing Programs, 99

U.S. Department of the Interior

contact information, 99

Fish and Wildlife Service, 99

National Park Service, 99

U.S. Department of Justice

contact information, 99

Trustee Program, 16, 99

U.S. Department of Labor

contact information, 99

Employee Benefits Security Administration, 99

Job Corps, 100

National Contact Center, 100

National Resource Directory, 61

Occupational Safety and Health Administration, 100

Office of Disability Employment Policy, 100

retirement planning information, 36

Veteran’s Employment and Training Service, 100

U.S. Department of State

contact information, 100

U.S. Department of Transportation

airline fees regulations, 48

Auto Safety Hotline, 64

Aviation Consumer Protection Division, 100

contact information, 100

Federal Aviation Administration, 49, 100

Federal Motor Carrier Safety Administration, 101

National Highway Traffic Safety Administration, 3, 9, 

11, 58, 101

travel safety information, 50

Vehicle Safety Hotline, 11

U.S. Department of the Treasury

Bureau of the Fiscal Service, 101

contact information, 101

Internal Revenue Service, 39, 101

Office of the Comptroller of the Currency, 8, 101

U.S. Mint, 36, 101

U.S. Department of Veterans Affairs

cemeteries for veterans, 53

contact information, 101

mortgage loans, 27

National Cemetery Administration, 101

National Resource Directory, 61

Veterans Benefits Administration, 101

Veterans Health Administration, 31, 102

U.S. Military Family Centers, 59

U.S. Postal Inspection Service, 104

U.S. Postal Service

contact information, 104

reporting mail fraud to, 58

unwanted mail, 45

U.S. Savings Bonds, 34

U.S. Trustee Program, 16, 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

Used cars, 9–10

USPS. See U.S. Postal Service

Utilities

billing, 50–51

starting service, 50

state utilities commissions, 132–135

switching utility providers, 51

V

VA. See U.S. Department of Veterans Affairs

Variable rate mortgage, 27

Vehicle Safety Hotline, 11

Vehicles. See Cars

Venue fees, 4

Veterans. See also Military personnel; U.S. Department 

of Veterans Affairs

cemeteries for, 53

pension frauds, 61

Veterans Administration. See U.S. Department of 

Veterans Affairs

Veterans Benefits Administration, 101

Veteran’s Employment and Training Service, 100

Veterans Health Administration, 102

insurance coverage, 31

VHA. See Veterans Health Administration

Visa Services, 100

Vision insurance, 33

Vocational and Adult Education, Office of, 94

W

Warranties

cars, 10

secret warranties for cars, 11

Water

Safe Drinking Water Hotline, 102

WaterSense program, 22

WaterSense program, 22

Websites. See Internet; specific organizations and 

government agencies

Whole life insurance, 32

Wi-Fi. See Wireless Internet

Wills. See also Funerals

beneficiary selection, 52

considerations when writing, 52

executor selection, 51–52

importance of, 51

social media wills, 52

Wireless Internet, 5, 40

Work-at-home companies, 19

Work-study programs, 17

Z

Zombie fees, 4

 www.USA.gov

INDEX
Single copies of the current Consumer Action Handbook are 

available by writing Handbook, Federal Citizen Information 

Center, Pueblo, CO 81009. The Handbook can also be viewed 

and ordered online at USA.gov/consumer.

The 2014 Consumer Action Handbook will be current through 

summer 2015. To place your name on a mailing list to receive 

the 2015 Handbook, please mail your request to the address 

listed above. For regularly updated consumer information, 

visit USA.gov/consumer.

We need your help to keep the Handbook up-to-date. Please 

report any changes to Handbook Update, Office of Citizen 

Services and Innovative Technologies, Federal Citizen 

Information Center, 1800 F Street, NW, Floor 2, Wing 1 

Washington, DC 20405 or e-mail action.handbook@gsa.gov.
U.S. General Services Administration

Office of Citizen Services and Innovative Technologies

Federal Citizen Information Center

1800 F Street, NW

Washington, DC 20405

www.USA.gov

January 2014