Consumer Financial

Protection Bureau

MANAGING SOMEONE ELSE’S MONEY 

Help for representative 

payees and VA fiduciaries

in Virginia

HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 1 

About the Consumer Financial 

Protection Bureau

The Consumer Financial Protection Bureau, or the 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 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.

Virginia professionals who worked on this guide are Elizabeth 

Bircher, Ross C. Hart, David Hominik, Rhona Levine, Margaret 

O’Reilly, and Kathy Pryor.
2 MANAGING SOMEONE ELSE’S MONEY 
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 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 21

For legal help 22

For accounting help 22
4 MANAGING SOMEONE ELSE’S MONEY 
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 5 

Why read this guide? 

Like many people, you may never have been a representative payee or VA 

fiduciary before. That’s why we created Managing someone else’s money: Help for 

representative payees and VA fiduciaries in Virginia. In this guide, VA refers to the 

U.S. Department of Veterans Affairs and not to Virginia. 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’s 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 Department of Veterans Affairs 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 two of the largest 

Different types of 

fiduciaries exist

In your role as rep payee 

or VA fiduciary, you may 

act as or deal with other 

types of fiduciaries. These 

may include: 

Agents under a 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-virginia.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 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.

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 power of attorney, trust, or 

court appointment.

Even if you are Roberto’s agent under a 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 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; and

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 interest-bearing 

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.

§ 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.
10 MANAGING SOMEONE ELSE’S MONEY 

Duty 3 | Keep Roberto’s money separate

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

money makes 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.

§ 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 to the right 

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

of his benefits.

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 Virginia 

Association of Area Agencies on Aging at www.vaaa.org.

Medicaid is complicated

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

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

assistance and long-term care to low-income people. For information 

about eligibility and applications, visit the Cover Virginia website at 

http://www.coverva.org/programs_medicaid.cfm. For additional information 

about Medicaid eligibility, visit the Department of Social Services website 

at www.dss.virginia.gov/benefit/medical_assistance.
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 11 

§ 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. 

§ 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 power of 

attorney or conservatorship.

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 of the Department 

of Veterans Affairs
12 MANAGING SOMEONE ELSE’S MONEY 

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 payee, 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: http://www.va.gov/vaforms/form_detail.

asp?FormNo=21P-4706b. VA provides helpful tips on filling out the 

accounting at http://benefits.va.gov/fiduciary/Fid_Guide.pdf.

§ 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

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
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 13 

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 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 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; and

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;
16 MANAGING SOMEONE ELSE’S MONEY 

ú Does not get bank statements or bills; 

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; or

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) if you suspect that Roberto has been 

exploited. You are required by Virginia law to do this. 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 Commonwealth’s Attorney or the Office of the 

Attorney General.

§ Call Office of the State Long-Term Care Ombudsman 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 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; 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 Adult Protective Services (in the local 

Department of Social Services), the Area Agency on Aging, the police or 

sheriff,the local or regional Long-Term Care Ombudsman Program, or the 

Better Business Bureau.

A state agency to call is the Office of the 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 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 

Local and state agencies

Adult Protective Services

Virginia Adult Protective Services (APS) receives 

and investigates reports of suspected elder or 

adult abuse, neglect, or exploitation. To make a 

report, call the 24-hour, toll-free APS Hotline.

1-888-832-3858

Also, you can contact APS through the local 

Department of Social Services.

www.dss.virginia.gov/localagency

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. 

Virginia Department for Aging and 

Rehabilitative Services

1-800-552-3402

1-804-662-9333 

www.vadars.org

You also can find services in your area through the 

Virginia Association of Area Agencies on Aging.

1-804-644-2804

www.vaaaa.org/agencies

Attorney General

The Office of the Attorney General has a 

Consumer Protection Section. It operates the 

Virginia Consumer Protection Hotline.

1-800-552-9963

1-804-786-2042 (if calling from the Richmond 

area or outside the state)

www.ag.virginia.gov/index.php/citizenresources/consumer-protection

Better Business Bureau

The Better Business Bureau can help consumers 

with complaints against businesses.

BBB of Greater Hampton Roads 

www.norfolk.bbb.org

info@hamptonroadsbbb.org

1-757-531-1300 

BBB of Western Virginia 

www.bbb.org/western-virginia

info@roanoke.bbb.org

1-540-342-3455 

BBB serving Central Virginia 

www.Richmond.bbb.org

info@richmond.bbb.org

1-804-648-0016 

BBB serving Metro Washington DC & Eastern 

Pennsylvania 

www.dc-easternpa.bbb.org

info@mybbb.org

1-202-393-8000 

Where to go for help
HELP FOR REPRESENTATIVE PAYEES AND VA FIDUCIARIES 21 

Long-Term Care Ombudsman Program 

Contact the Office of the State Long-Term 

Care Ombudsman to find state and local longterm care advocates. Ombudsmen identify, 

investigate, and resolve complaints about longterm care. 

1-800-552-3402 

1-804-565-1600 (if calling from the Richmond 

area or outside the state)

www.elderrightsva.org

Mediators 

Find a listing of local mediators in Virginia. 

Mediation can help resolve disputes and may 

sometimes be an alternative to legal action. 

www.courts.state.va.us/courtadmin/aoc/djs/

programs/drs/mediation/home.html (Click on 

“Directories” for lists of Virginia mediators.)

Medicaid/Medical Assistance 

For information about Medicaid eligibility and 

how to apply, contact Cover Virginia. 

1-855-242-8282

www.coverva.org/programs_medicaid.cfm

For additional information about Medicaid 

eligibility, visit: 

www.dss.virginia.gov/benefit/medical_assistance

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. 

1-800-371-0824 

1-804-371-0779 (if calling from the Richmond 

area or outside the state)

www.ag.virginia.gov/index.php/programsinitiatives/medicaid-fraud 

Police or Sheriff 

Find local police offices through the Virginia 

State Police.

www.vsp.state.va.us/Office_Locations.shtm 

Find the local sheriff’s office through the 

Virginia Sheriff’s Association. 

www.vasheriff.org/sheriffs-resources/vasheriffs-directory 

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

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 (382-4357) 

www.consumer.ftc.gov

Financial Fraud Enforcement Task Force

www.stopfraud.gov

Postal Inspection Service

1-877-876-2455 

https://postalinspectors.uspis.gov/
22 MANAGING SOMEONE ELSE’S MONEY 

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 by contacting the 

national Eldercare Locator. 

1-804-644-2804

www.vaaaa.org

Free legal services for low-income people

Find local programs that provide free legal help 

to low-income people by contacting the Legal 

Services Corporation of Virginia. 

1-866-534-5243

www.valegalaid.org/find-legal-help

Free legal services for people with 

disabilities

The Virginia program that provides free legal 

help for people with disabilities is the disAbility 

Law Center of Virginia. 

1-800-552-3962 

1-804-225-2042 (if calling from the Richmond 

area or outside the state)

www.disabilitylawva.org

Fee-for-service lawyers

This is a web page 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 Virginia State Bar has similar information 

and offers a lawyer referral service. 

1-800-552-7977

1-804-775-0808 (if calling from the Richmond 

area or outside the state)

www.vsb.org/vlrs

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



August 2015

 consumerfinance.gov

 Consumer Financial Protection Bureau

1700 G Street NW

Washington, DC 20552

 Toll free: (855) 411-CFPB (2372) 

TTY/TDD : (855) 729-CFPB (2372)

 info@consumerfinance.gov