Consumer Financial

Protection Bureau

MANAGING SOMEONE ELSE’S MONEY 

Help for representative 

payees and VA fiduciaries 

in Arizona

HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 1 

About the Consumer Financial 

Protection Bureau

The Consumer Financial Protection Bureau, or CFPB, is focused 

on making markets for consumer financial products and services 

work for families — whether they are applying for a mortgage, 

choosing among credit cards, or using any number of other 

consumer financial products. We empower consumers to take 

more control over their financial lives. 

The CFPB Office for Older Americans is the only federal office 

dedicated to the financial health of Americans age 62 and over. 

Along with other agencies, the Office works to support sound 

financial decision-making and to prevent financial exploitation 

of older adults. To help people (including family members) with 

legal authority to handle an older person’s money, the Office 

contracted and worked closely with the American Bar Association 

Commission on Law and Aging (ABA Commission) and state 

professionals to prepare this guide.* Though the guide was 

developed by the ABA Commission, it is not intended to provide 

legal advice or serve as a substitute for your own legal counsel. 

If you have questions or concerns, we recommend that you seek 

the guidance of the appropriate legal professional.

*Arizona professionals who worked on this guide are Jennifer Ramirez, Scott 

Geiger and the Honorable Jay M. Polk.
2 MANAGING SOMEONE ELSE’S MONEY 
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 3 

What’s inside

About the Consumer Financial Protection Bureau�������������������������������������������������������1

Why read this guide? ��������������������������������������������������������������������������������������������������������5

What is a fiduciary? 6

Representative payee or VA fiduciary questions and answers 6

Four basic duties of a fiduciary ���������������������������������������������������������������������������������������8

Duty 1 | Act only in Roberto’s best interest 8

Duty 2 | Manage Roberto’s money carefully 9

Duty 3 | Keep Roberto’s money separate 10

Duty 4 | Keep good records and report as required 12

More things you should know����������������������������������������������������������������������������������������14

What if there are other fiduciaries? 14

How can you avoid problems with family or friends? 14

Watch out for financial exploitation �����������������������������������������������������������������������������15

Look for these common signs of financial exploitation 15

What can you do if Roberto has been exploited? 16

Be on guard for consumer scams ���������������������������������������������������������������������������������17

How can you protect Roberto from scams? 17

What can you do if Roberto has been scammed? 18

Where to go for help �������������������������������������������������������������������������������������������������������20

Local and state agencies 20

Federal agencies 22

For legal help 22

For accounting help 23
4 MANAGING SOMEONE ELSE’S MONEY 
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 5 

Why read this guide? 

Like many people, you may never have been a representative payee or U.S. 

Department of Veterans Affiars (VA) fiduciary before. That’s why we created 

Managing someone else’s money: Help for representative payees and VA fiduciaries 

in Arizona. This guide will help you understand what you can and cannot do in 

your role as a representative payee or VA fiduciary. In both these roles, you are 

a fiduciary. For this guide, a fiduciary is anyone named to manage money or 

property for someone else. You’ll find brief tips to help you avoid problems and 

resources for finding more information. 

This guide is for family and friends serving as a representative payee or VA 

fiduciary, not for professionals or organizations. The guide does not give you legal 

advice. Talk to a lawyer if you have questions about your duties.

If you want to learn about how to become a representative payee or VA fiduciary, 

this guide is not designed for you. You should contact the federal agency that pays 

the benefits.

Let’s start with a scenario about how you might have 

become a representative payee or VA fiduciary:

Your family member or friend receives Social Security or veterans 

benefits. For this guide, let’s call him Roberto. The Social Security 

Administration has named you as representative payee for Roberto, 

or the Department of Veterans Affairs has named you as Roberto’s 

VA fiduciary.

You now have the duty and power to manage his Social Security or 

Veterans Affairs benefit checks.

In this role on Roberto’s behalf, the federal government gives you a lot 

of responsibility. 

You are now a fiduciary with fiduciary duties.
6 MANAGING SOMEONE ELSE’S MONEY 

What is a fiduciary? 

Since you have been named to manage money or property 

for someone else, you are a fiduciary. The law requires you to 

manage Roberto’s money for HIS benefit, not yours. It does not 

matter if you are managing a lot of money or a little. It does not 

matter if you are a family member or not.

The role of a fiduciary is a serious one and carries with it legal 

responsibilities. When you act as a fiduciary for Roberto, you have 

four basic duties that you must keep in mind:

1. Act only in Roberto’s best interest.

2. Manage Roberto’s money and property carefully.

3. Keep Roberto’s money and property separate from yours.

4. Keep good records.

As a fiduciary, you must be trustworthy, honest, and act in good 

faith. If you do not meet these standards, you could be removed 

from that role. You could be investigated by the government and 

have to repay money. It’s even possible you could go to jail.

That’s why it’s always important to remember: It is not

your money! 

Representative payee or VA fiduciary 

questions and answers 

What is a representative payee or VA fiduciary?

A government agency may appoint someone to manage income 

benefits for a person who needs help managing those benefits. 

For example, the Social Security Administration, the Office 

of Personnel Management, and the Railroad Retirement 

Administration call the person who is appointed a representative 

payee. The U.S. Department of Veterans Affairs (VA) has a similar 

program, but the person appointed is called a VA fiduciary. 

State agencies may have similar arrangements. Each agency 

may have different rules and procedures. This guide covers 

Different types of 

fiduciaries exist

In your role as 

representative payee or 

VA fiduciary, you may 

act as or deal with other 

types of fiduciaries. 

These may include: 

Agents under a durable 

power of attorney—

someone names an agent 

to manage their money and 

property in case they are 

not able to do it.

Trustees under a revocable 

living trust—someone 

names them to manage 

money and property.

Conservators—a court 

names them to manage 

money and property for 

someone who needs help. 

Other guides explaining 

the duties of these 

fiduciaries are at: www.

consumerfinance.gov/

managing-someone-elsesmoney. 
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 7 

Don’t expect others to 

know what a rep payee or 

VA fiduciary is or does. 

They may not understand 

that you have been named 

as a rep payee or VA 

fiduciary. They may think 

you have either more 

authority or less authority 

than you really have. You 

may need to educate them. 

You could show them 

this guide and the letter 

appointing you. 

two of the largest agencies, Social Security and the VA, but 

the duties described in this guide may be helpful to other 

representative payees.

Since you have been appointed as Roberto’s representative 

payee, we will call you a rep payee for short. Roberto is 

the beneficiary. 

Once you are appointed as a rep payee or VA fiduciary, you 

must follow the basic fiduciary duties in this guide. Plus, you 

also must meet certain reporting requirements of the 

particular agency.

What money does a representative payee or VA 

fiduciary manage?

You only have authority to manage the benefit checks of the 

agency appointing you. You have no legal authority to manage 

other property, financial affairs, or medical matters for Roberto. 

To control other matters, you must have legal authority from 

another source, such as through a durable power of attorney, 

trust, or court appointment.

Even if you are Roberto’s agent under a durable power of 

attorney or a trust, or if you are his conservator, you don’t have 

legal authority to manage his federal benefits checks. You still 

must be appointed representative payee or VA fiduciary by the 

agency paying the benefit.
8 MANAGING SOMEONE ELSE’S MONEY 

Four basic duties of 

a fiduciary 

Duty 1 | Act only in Roberto’s best interest

Because you are dealing with Roberto’s money, your duty is to 

make decisions that are best for him. This means you must ignore 

your own interests and needs, or the interests and needs of other 

people such as Roberto’s relatives who are not his dependents. 

To help act in Roberto’s best interest, follow these guidelines: 

§ Avoid conflicts of interest. A conflict of interest happens if 

you make a decision about Roberto’s money that may benefit 

someone else besides Roberto. As a fiduciary, you have a strict 

duty to avoid conflicts of interest—or even the appearance of a 

conflict of interest. 

§ Don’t borrow, loan, or give Roberto’s money to yourself 

or others. The VA may allow gifts in certain circumstances, 

but be sure to check with them first.

§ Don’t pay yourself for your services. Only certain 

organizations or qualified individuals are allowed to charge 

a fee to serve as rep payee or VA fiduciary if the particular 

agency approves it.

Avoid possible conflicts 

of interest

Sometimes people have 

good intentions, but do 

things they shouldn’t. 

Because you are now 

a fiduciary, you should 

avoid any conflicts of 

interest. Here are a few 

examples of possible 

conflicts of interest:

Whose car is it? 

You used Roberto’s 

money to buy a car. You 

use it to drive him to 

appointments, but most 

of the time you drive 

the car just for your own 

needs. This may be a 

conflict of interest.

Should you do business 

with family? 

Roberto needs repair 

work in his apartment. 

You hire your son and 

pay him from Roberto’s 

money. This may be 

a conflict of interest, 

even though the work 

was needed. It appears 

that you have put your 

personal interest to 

benefit your son in conflict 

with Roberto’s interests.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 9 

Duty 2 | Manage Roberto’s money carefully

As Roberto’s fiduciary, you might pay bills or taxes, oversee bank accounts, pay for 

things he needs, and do other things to manage his benefits. 

You have a duty to manage Roberto’s money very carefully. Use good judgment 

and common sense. As a fiduciary, you must be even more careful with Roberto’s 

money than you might be with your own! 

Follow these guidelines to help you make careful decisions:

§ Make sure Roberto’s day-to-day needs for food, clothing, and shelter are met 

first. Only then should you spend money on Roberto’s medical, dental, and 

personal needs to improve his daily living conditions or comfort, such as:

ú Improvements in his home or apartment

ú Recreational activities, magazine subscriptions, cable TV

ú Educational or training expenses, if they are needed to improve 

Roberto’s life

ú Car payments, if his other needs are met and Roberto needs or owns 

the car

§ Pay bills on time. Make sure bills are sent to you. Review bills and bank 

statements promptly.

§ Protect unspent funds. After you pay Roberto’s regular expenses, if money 

is left over, you must save it in a federally protected or state-insured interestbearing account or U.S. savings bond. The interest earned always belongs 

to Roberto. 

§ Consider Roberto’s dependents. If Roberto has a spouse or dependent family 

members, consult with the Social Security Administration or the VA about 

whether you can use any of his money to pay for their needs.

§ Protect Roberto’s money from creditors’ claims. The law protects Roberto’s 

benefits. Creditors are not allowed to legally take his Social Security or VA funds, 

with certain exceptions. His bank must protect up to 60 days’ worth of benefits. 

But if Roberto owes a debt to the federal government or for child or spousal 

support, special rules apply. Seek legal help if a debt collector sues Roberto.
10 MANAGING SOMEONE ELSE’S MONEY 

§ Don’t overlook taxes. Be aware that some people who get Social Security or 

other federal benefits may have to pay federal income tax, depending on their 

total income. As Roberto’s fiduciary, each year you will receive a form showing the 

amount of benefits paid to him during the previous year. Consult an income tax 

preparer to determine whether Roberto will owe taxes. Be sure to pay taxes on time.

Can Roberto get any benefits?

Find out if Roberto is eligible for other benefits that would enable his Social 

Security or Veterans benefit to go further.

For instance, you could help Roberto apply for other private benefits such 

as employer pensions or disability, or public benefits such as Medicaid, 

housing assistance, or food stamps (now known as Supplemental Nutrition 

Assistance Program, or SNAP). Use the National Council on Aging benefits 

check-up at www.BenefitsCheckUp.org.

The Area Agency on Aging where Roberto lives can help you find 

information. Find the local Area Agency on Aging through the Arizona 

Division of Aging and Adult Services at des.az.gov/services/aging-andadult/aging-and-disability-services/area-agency-aging.

Medicaid is complicated

Get legal advice and be very careful about decisions that may affect 

Martin’s eligibility for Medicaid. The Medicaid program provides medical 

assistance and long-term care to low-income people. In Arizona, the 

Medicaid program is called the Arizona Health Care Cost Containment 

System (AHCCCS). For long-term care, it is called the Arizona Long Term 

Care System (ALTCS). For information, visit: www.azahcccs.gov.

Duty 3 | Keep Roberto’s money separate

Never mix Roberto’s benefit money with your own or someone else’s. Mixing 

money may make it unclear who owns what. Confused records can get you in 

trouble with government agencies and law enforcement. 

Follow these guidelines: 

§ Separate means separate. Never deposit Roberto’s money into your own or 

someone else’s bank account or investment account. The VA fiduciary program 

makes an exception to this rule if you are a fiduciary for your spouse.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 11 

How to title an account if you are a rep payee

TYPE OF ACCOUNT TITLE

For bank accounts

(Name of beneficiary) by (Your name), 

representative payee

OR

(Your name), representative payee for (Name of 

beneficiary)

For U.S. savings bonds

(Name of beneficiary) (His Social Security Number), 

for whom (Your name) is representative payee for 

Social Security benefits

How to title an account if you are a VA fiduciary

TYPE OF ACCOUNT TITLE

For bank accounts

(Name of beneficiary) by (Your name), fiduciary 

OR

(Your name), fiduciary for (Name of beneficiary)

For U.S. savings bonds

(Name of beneficiary) (His Social Security Number), 

under custodianship by designation of the 

Department of Veterans Affairs

§ Avoid joint accounts. If you and Roberto already have benefit money in a joint 

account, take his money out and put it in a new account. The box below shows 

you how to title the account and sign checks. Arrange for direct deposit of 

his benefits.

§ Pay Roberto’s expenses from his funds, not yours. Spending your money and 

then paying yourself back makes it hard to keep good records. If you really need 

to use your money, keep receipts for the expense and maintain a good record of 

why, what, and when you paid yourself. 
12 MANAGING SOMEONE ELSE’S MONEY 

§ Don’t sign contracts or leases on Roberto’s behalf, even if they are entirely 

paid by benefits. You don’t have the authority to sign contracts or leases for 

Roberto, unless you have some other legal arrangement such as a durable 

power of attorney or guardianship.

Duty 4 | Keep good records and report as required

You must keep true and complete records of Roberto’s money and how it is used. 

As Roberto’s fiduciary, you must be able to account for everything you’ve done 

with his money.

Practice good recordkeeping habits:

§ Keep a detailed list of all money you receive or spend for Roberto. Your 

records should include the amount of checks written or deposited, dates, 

reasons, names of people or companies involved, interest rates on savings or 

investments, and other important information. 

§ Keep receipts and notes, even for small expenses. For example, write, “$50, 

groceries, ABC Grocery Store, May 2” on the receipt soon after you spend 

the money.

§ Avoid paying in cash. Try not to pay Roberto’s expenses with cash. Also, try not 

to use an ATM card to withdraw cash or write checks to cash. If you need to use 

cash, be sure to keep receipts or notes. 

§ Make annual reports on time:

ú If you are a Social Security representative payees, every year you must fill 

out a form to account for the benefits you have received and spent and 

verify your status and the beneficiary’s. You can fill this form out online 

at: www.socialsecurity.gov/payee.

ú If you are a VA fiduciary, you must submit accountings when you are 

asked for them. For the VA form, go to: www.va.gov/vaforms/form_

detail.asp?FormNo=21P-4706b.

§ Keep the agency informed about Roberto. You must notify the agency of any 

event or change in Roberto’s situation that will affect the amount of his benefits 

or how they are received. For example, let the agency know if Roberto:

ú Moves or changes his contact information 

ú Has a change in income from any sources
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 13 

ú Is imprisoned or faces criminal charges for a felony

ú Has a change in dependents

ú Will be outside of the U.S. for 30 days or more

ú Improves to the point that he no longer needs a rep payee or fiduciary, 

or no longer qualifies for benefits

ú Dies

§ If you are a representative payee and Roberto receives Supplemental Security 

Income (SSI), you have special reporting requirements. Let the Social Security 

Administration know if Roberto:

ú Moves to or from a hospital, nursing home, correctional facility, or other 

institution

ú Separates from his spouse or begins again living with his spouse after 

they were separated

ú Moves into someone else’s household or someone moves into or out of 

his household

§ Special reporting for VA fiduciaries. Let the VA know if Roberto is receiving 

hospital treatment or other institutional, nursing, or residential care.

§ Keep the agency informed about yourself. Let the agency know if you:

ú Move

ú No longer wish to be Roberto’s payee

ú Are convicted of a felony or face criminal charges for a felony

ú Have any other change of circumstances that would affect your 

performance as a payee
14 MANAGING SOMEONE ELSE’S MONEY 

More things you should know

What if there are other fiduciaries?

Other fiduciaries may have some authority to make decisions for Roberto. For 

example, Roberto may have an agent under a durable power of attorney who is 

managing other money or property for him. The court might have appointed a 

conservator or there may be a trustee under a trust account. Remember, you only 

have authority over Roberto’s VA, Social Security, or other federal benefit.

To the extent that you can, if you coordinate with Roberto’s other fiduciaries, you will 

generally be able to manage his affairs more cost effectively.

How can you avoid problems with family or friends?

Family or friends may not agree with your decisions about Roberto’s money. 

To help reduce any friction, follow the four duties and the guidelines we’ve 

given you. 

Sharing information may help. For example, you might want to share reports you 

complete or summaries of how you’ve spent Roberto’s money, unless Roberto 

has said that you should not. But be careful not to share Roberto’s Social Security 

number or bank account numbers. It usually is easier to deal with questions 

about a decision when it happens than to deal with suspicion and anger that may 

build over a long time. In the end, you have to make the final decisions balancing 

Roberto’s privacy and the need to avoid problems with family and friends.

Some family or friends may be so difficult that it is better not to share information 

with them. Use your best judgment.

If family or friends don’t agree with your decisions, try to get someone to help sort 

it out—for example, a family counselor or mediator. See Where to go for help on 

page 20 of this guide.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 15 

Watch out for financial exploitation 

Family, friends, neighbors, caregivers, fiduciaries, business people, and others 

may try to take advantage of Roberto. They may take his money without permission, 

fail to repay money they owe, charge him too much for services, or just not do things 

he has paid them to do. These may be examples of financial exploitation or financial 

abuse. As Roberto’s rep payee or VA fiduciary you should help protect him. You 

should know the signs of financial exploitation for five important reasons: 

1. Roberto may still control some of his funds and could be exploited.

2. Even if Roberto does not control any of his funds, he still may be exploited.

3. Roberto may have been exploited already, and you may still be able to do 

something about that.

4. People may try to take advantage of you as Roberto’s rep payee or VA fiduciary.

5. Knowing what to look for will help you avoid doing things you should not do, 

protecting you from claims that you have exploited Roberto.

Look for these common signs of financial exploitation

§ You think that some money or property is missing.

§ Roberto says that some money or property is missing.

§ You notice sudden changes in Roberto’s spending or savings. For example, he: 

ú Takes out lots of money from the bank without explanation

ú Tries to wire large amounts of money

ú Uses the ATM a lot

ú Is not able to pay bills that are usually paid 

ú Buys things or services that don’t seem necessary 

ú Puts names on bank or other accounts that you do not recognize or that he 

is unwilling or unable to explain

ú Does not get bank statements or bills
16 MANAGING SOMEONE ELSE’S MONEY 

ú Makes new or unusual gifts to family or others, such as a “new best friend”

ú Changes beneficiaries of a will, life insurance, or retirement funds

ú Has a caregiver, friend, or relative who suddenly begins handling 

his money

§ Roberto says he is afraid or seems afraid of a relative, caregiver, or friend. 

§ A relative, caregiver, friend, or someone else keeps Roberto from having 

visitors or phone calls, or does not let him speak for himself, or seems to be 

controlling his decisions.

What can you do if Roberto has been exploited?

§ Call the emergency 911 number if Roberto is in immediate danger. 

§ Call Adult Protective Services (APS). Arizona law requires you to make a 

report to APS if you suspect that Roberto has been exploited. The role 

of APS is to investigate reports and to provide or arrange for services 

to victims. 

§ If you think that Roberto has been or will be the victim of a crime, 

call the local police or sheriff. 

§ Alert Roberto’s bank or credit card company.

§ Call the local prosecutor or county attorney, or the Arizona 

Attorney General.

§ Call the Long-Term Care Ombudsman program or the Medicaid Fraud 

Control Unit if Roberto is in a nursing home or assisted living. 

§ Consider talking to a lawyer about protecting Roberto from more 

exploitation or getting back money or property taken from him. 

Each agency or professional has a different role, so you may need to call 

more than one. For more information, see Where to go for help on page 

20 of this guide.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 17 

Be on guard for consumer scams 

As Roberto’s fiduciary, you should be alert to protect his money from consumer 

scams as well as financial exploitation. Criminals and con artists have many scams 

and change them all the time. They often seek unsuspecting people who have 

access to money. Learn to spot consumer scams against Roberto—and against you 

as his fiduciary.

How can you protect Roberto from scams?

Consumer scams happen on the phone or through the mail, e-mail, or the Internet, 

and they occur in person, at home, or at a business. 

Here are some tips: 

§ Help Roberto put his number on the National Do Not Call Registry. Go to 

www.donotcall.gov or call 1-888-382-1222. 

§ Don’t share numbers or passwords for Roberto’s accounts, credit cards, or 

Social Security, unless you know whom you’re dealing with and why they need 

the information. 

§ After hearing a sales pitch, take time to compare prices. Ask for information in 

writing and read it carefully. 

§ Too good to be true? Ask yourself why someone is trying so hard to give you a 

“great deal.” If it sounds too good to be true, it probably is.

§ Watch out for deals that are only “good today” and that pressure you to act 

quickly. Be suspicious if you are not given enough time to read a contract or get 

legal advice before signing. Also watch out if you are told that you need to pay 

the seller quickly, for example by wiring the money or sending it by courier.

§ Never pay up front for a promised prize. Suspect a scam if you are required to 

pay fees or taxes to receive a prize or other financial windfall. 
18 MANAGING SOMEONE ELSE’S MONEY 

§ Watch for signs Roberto already has been scammed. For example, does he 

receive a lot of mail or e-mail for sweepstakes? Has he paid people you don’t 

know, especially in other states or countries? Has he taken a lot of money out of 

the bank while he was with someone he recently met? Does he have a hard time 

explaining how he spent that money? Is he suddenly unable to pay for food, 

medicine, or utilities?

What can you do if Roberto has been scammed?

If you suspect a scam, get help. Contact a local, state, or federal agency, 

depending on the type of scam. You may also need to talk to a lawyer. 

Local agencies to call are the Area Agency on Aging, the police or sheriff, 

or the Better Business Bureau. 

State agencies to call are Adult Protective Services, the Long-Term Care 

Ombudsman program, or the Arizona Attorney General. 

Call a federal agency if scammers are in other states or countries. Federal 

agencies are the Consumer Financial Protection Bureau, the FBI, the 

Federal Trade Commission, or the U.S. Postal Inspection Service. 

Each of these agencies and professionals has a different role so you may 

need to call more than one. 

For more information, see Where to go for help on page 20 of this guide.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 19 

SCAM TYPES DESCRIPTION

Relative in need Someone who pretends to be a family member or friend calls or 

e-mails you to say they are in trouble and need you to wire money 

right away.

Charity appeals You get a call or letter from someone asking for money for a fake 

charity—either the charity does not exist or the charity did not call or 

write to you.

Lottery or 

sweepstakes

You get a call or e-mail that you have a chance to win a lot of money 

through a foreign country’s sweepstakes or lottery. The caller will offer 

tips about how to win if you pay a fee or buy something. Or the caller 

or e-mail says you already have won and you must give your bank 

account information or pay a fee to collect your winnings.

Home 

improvement

Scammers take money for repairs and then they never return to do the 

work or they do bad work. Sometimes they break something to create 

more work or they say that things need work when they don’t.

Free lunch Scammers invite you to a free lunch and seminar, and then pressure 

you to give them information about your money, and to invest the 

money with them. They offer you “tips” or “guaranteed returns.”

Free trip Scammers say you’ve won a free trip but they ask for a credit card 

number or advance cash to hold the reservation.

Government 

money

You get a call or letter that seems to be from a government agency. 

Scammers say that if you give a credit card number or send a money 

order, you can apply for government help with housing, home repairs, 

utilities, or taxes.

Drug plans

Scammers pretend they are with Medicare prescription drug plans, 

and try to sell Medicare discount drug cards that are not valid. 

Companies with Medicare drug plans are not allowed to send 

unsolicited mail, emails, or phone calls.

Identity theft

Scammers steal personal information—such as a name, date of birth, 

Social Security number, account number, and mother’s maiden name—

and use the information to open credit cards or get a mortgage in 

someone else’s name.

Fake “official” mail Scammers send letters or e-mails that look like they are from a 

legitimate bank, business, or agency to try to get your personal 

information or bank account number.

Common consumer scams
20 MANAGING SOMEONE ELSE’S MONEY 

The resources below1 are for Arizona. For 

information on other states, see the national 

version of this guide at www.consumerfinance.

gov/managing-someone-elses-money.

Local and state agencies

Adult Protective Services

Adult Protective Services (APS) receives and 

investigates reports of suspected elder or 

adult abuse, neglect, or exploitation. To make 

a report, contact the APS Statewide Toll-Free 

Reporting Line during business hours 

(Monday-Friday 7 a.m. - 7 p.m. /

Saturday-Sunday 10 a.m. - 6 p.m.) at

1-877-SOS-ADULT (1-877-767-2385)

TDD: 1-877-815-8390

FAX (602) 277-4984 

Online reports may be made 24 hours a day, 

7 days a week at www.azdes.gov/daas/aps

Aging and Disability Resources 

State and local agencies can provide 

information about aging and disability services 

and whether there are any support groups for 

fiduciaries or caregivers.

Department of Economic Security, Division of 

Aging and Adult Services 

1-602 542-4446 

www.azdes.gov/daas

Websites of the local Area Agencies 

on Aging:

Maricopa County – Area Agency on Aging, 

Region One (aaaphx.org) 

Pima County – Pima Council on Aging, Region 

Two (www.pcoa.org) 

Yavapai, Coconino, Navaho, Apache Counties 

– Northern Arizona Council of Governments 

Area Agency on Aging, Region Three

(nacog.org) 

Mohave, La Paz, Yuma Counties – Western 

Arizona Council of Governments Area Agency 

on Aging, Region Four (www.wacog.com) 

Pinal and Gila Counties – Pinal-Gila Council for 

Senior Citizens Area Agency on Aging, Region 

Five (www.pgcsc.org) 

Cochise, Graham, Greenlee, Santa Cruz 

Counties – SouthEastern Arizona Governments 

Organization Area Agency on Aging, Region Six 

(www.seago.org) 

Navajo Nation – Area Agency on Aging, Region 

Seven (www.naaa.navajo-nsn.gov) 

Where to go for help

1 This guide includes links or references to third-party resources or content that consumers may find helpful. The Bureau does not 

control or guarantee the accuracy of this outside information. The inclusion of links or references to third-party sites does not 

necessarily reflect the Bureau’s endorsement of the third-party, the views expressed on the outside site, or products or services 

offered on the outside site. The Bureau has not vetted these third-parties, their content, or any products or services they may offer. 

There may be other possible entities or resources that are not listed that may also serve your needs.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 21 

Inter Tribal Council of Arizona, Region Eight 

(www.itcaonline.com)

Attorney General

The Office of the Attorney General can take 

action against consumer fraud.

 

1-602-542-5025

www.azag.gov

Better Business Bureau

The Better Business Bureau can help 

consumers with complaints against 

businesses. 

BBB of Central, Northern & Western Arizona 

www.bbb.org/phoenix

Maricopa County Campus

info@arizonabbb.org 

Phone: 1-602-264-1721 and 

1-877-291-6222 (toll-free) 

Fax: 1-602-263-0997 

Mohave County Campus

Mohave-info@arizonabbb.org 

Phone: 1-928-302-3701

Fax: 1-928-597-5111

Yavapai County Campus

Yavapai-info@arizonabbb.org 

Phone: 1-928-772-3410

Fax: 1-928771-1343

Yuma County Campus

Yuma-info@arizonabbb.org 

Phone: 1-928-919-7940

Fax: 1-928-919-7045

BBB of Southern Arizona

www.bbb.org/tucson 

info@tucson.bbb.org 

Phone: 1-520-888-5353

Fax: 1-520-888-6262 

Long-Term Care Ombudsman Program 

Learn about and find resources from the 

Long-Term Care Ombudsman program on its 

webpage. Ombudsmen identify, investigate, 

and resolve complaints about long-term care. 

 

1-602-542-6454 

des.az.gov/arizona-long-term-careombudsman-resources-and-publications

Find local ombudsmen, who are advocates 

for residents of long-term care facilities, 

by locating and contacting the local Area 

Agency on Aging.

des.az.gov/services/aging-and-adult/agingand-disability-services/area-agency-aging

Mediators

Find a listing of local mediators on the 

website of the national Association for 

Conflict Resolution. Mediation can help 

resolve disputes and may sometimes be an 

alternative to legal action.

www.acrnet.org (Click on “Membership,” 

then “Membership Directory,” then “Search”)
22 MANAGING SOMEONE ELSE’S MONEY 

Medicaid/Medical Assistance 

The Medicaid program is called the Arizona Health 

Care Cost Containment System (AHCCCS). For 

long-term care, it is called the Arizona Long Term 

Care System (ALTCS). For information, call or visit: 

 

1-602-417-4000

1-800-654-8713 (toll free in-state outside Maricopa 

County) www.azahcccs.gov

Medicaid Fraud Control Unit 

The Medicaid Fraud Control Unit, in the office of 

the Attorney General, investigates and prosecutes 

abuse and fraud by health care providers.

1-602-542-3881

www.azag.gov/seniors/mfcu

Police or Sheriff 

Find a law enforcement agency by checking the 

local directory.

 

Find the county sheriff through the Arizona 

Sheriffs Association.

www.azcounties.org/index.aspx?NID=173

Federal agencies

Numerous federal agencies play a role in 

combatting fraud and abuse and educating 

consumers. Contact them for more information.

Consumer Financial Protection Bureau 

1-855-411-CFPB (1-855-411-2372) 

www.consumerfinance.gov/

Do Not Call Registry 

1-888-382-1222 

www.donotcall.gov

Federal Bureau of Investigation 

www.fbi.gov/scams-safety

Federal Trade Commission 

1-877-FTC-HELP (1-877-382-4357) 

www.consumer.ftc.gov

Financial Fraud Enforcement Task Force

www.stopfraud.gov

Postal Inspection Service 

1-877-876-2455 

postalinspectors.uspis.gov/

Social Security Administration 

1-800-772-1213

www.socialsecurity.gov/payee

Department of Veterans Affairs 

1-888-407-0144 

www.benefits.va.gov/fiduciary/

For legal help

Free legal services for people over 

age 60 

Find local programs that provide free legal 

help to people over age 60 through the 

website of the Arizona Division of Aging and 

Adult Services. 

des.az.gov/services/aging-and-adult/

aging-and-disability-services/legal-servicesassistance
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 23 

Free legal services for low-income people

Local programs that provide free legal help to 

low-income people are: 

 

Community Legal Services, Inc. 

Legal Assistance: 

1-800-852-9075 

www.clsaz.org/

DNA-Peoples Legal Services, Inc. 

Legal Assistance: 1-800-789-7287 

dnalegalservices.org/

Southern Arizona Legal Aid, Inc. 

Legal Assistance: 1-520-623-9461 

www.sazlegalaid.org

Free legal services for people 

with disabilities 

The Arizona program that provides free legal 

help for people with disabilities is the Arizona 

Center for Disability Law.

1-602-274-6287 (voice or TTY) 

1-800-927-2260 (toll free) 

www.azdisabilitylaw.org

Fee-for-service lawyers 

This is a webpage sponsored by the American 

Bar Association. It provides information about 

how to find a lawyer in each state. It also has 

information about legal resources available in 

each state, how to check whether a lawyer is 

licensed, and what to do if you have problems 

with a lawyer.

www.findlegalhelp.org

The State Bar of Arizona has similar information, 

including tips on finding a lawyer, talking with 

a lawyer, and what to do if you have problems 

with a lawyer. 

 

www.azbar.org/Public

For accounting help

Accountants 

Find a local certified public accountant on the 

website of the American Institute of CPAs.

www.aicpa.org/ForThePublic/FindACPA/

Pages/FindACPA.aspx
24 MANAGING SOMEONE ELSE’S MONEY 
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES IN ARIZONA 25