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Consumer Action Handbook GSA Federal Citizen Information Center CONSUMER ACTION HANDBOOK CONSUMER ACTION HANDBOOK Be a Smarter Consumer USA.gov CONTRIBUTORS Oce of Citizen Services and Innovative Technologies/18F January 2015 I’m excited to have the opportunity to welcome you to a new edition of USA.gov’s Consumer Action Handbook, your guide to being an informed consumer. Over the last year, you emailed and tweeted your consumer questions and concerns to me. I’ve read and responded to hundreds of your questions about credit cards, refinancing, defective cars, and more. I truly appreciated you sharing your issues; you helped me know what American consumers are really facing. In fact, we actually addressed some of the most popular questions in this edition of the Handbook. The Consumer Action Handbook strikes a balance between providing answers to common consumer questions, as well as giving you a first peek into the latest scams and trends that can affect your wallet. For instance, in this edition you can find out what factors affect your credit score as well as learn about synthetic identity theft and farcing frauds. As always, I want to empower you with practical tools to help you resolve your consumer disputes. This Handbook includes it’s crown jewel, the sample complaint letter and the consumer assistance directory, both of which can help make it easier to protect your consumer rights. This resource isn’t the only reliable source for consumer information. Visit USA.gov and GobiernoUSA.gov (in Spanish) to get answers to other questions. If you’d prefer to speak to someone, call 1-844-USA-GOV1. You can also visit Publications.USA.gov to download or order other government publications on topics that matter to you, like money management, healthcare, travel, and more. I hope that this Handbook provides you with information that is both informative and practical for your daily life. If you have questions or ideas for additional topics, please share them. Email me at [email protected] or tweet using #AskMarietta. Sincerely, Marietta Jelks Editor-in-Chief, Consumer Action Handbook The Federal Citizen Information Center would like to express its gratitude to the partners listed below who helped make possible the publication of the Consumer Action Handbook. American Financial Services Association Kellogg Company Education Foundation LeadingAge The Colgate-Palmolive Company National Futures Association Department of Veterans Affairs The Procter & Gamble Company Direct Selling Education Foundation Securities and Exchange Commission Federal Deposit Insurance Corporation Society of Consumer Affairs Professionals Federal Trade Commission International Financial Industry Regulatory Authority Unilever January 2015 Welcome to the Consumer Action Handbook. Every day, Americans navigate tough choices about the products and services that affect us over the course of our lives. That is why everyone needs access to clear information about financial decisions and a marketplace with a basic sense of fairness. The Consumer Action Handbook is a vital resource for American consumers. By clarifying rights and protections, the Handbook helps prevent consumers from being taken advantage of. With topics ranging from buying a home to shopping online, the Handbook offers advice to guard against deceptive practices and weigh potential risks and benefits in the open market. I encourage all Americans to use this valuable resource, as well as other helpful information and tools available on www.USA.gov. GSA Administrator January 2015 Welcome to the Consumer Action Handbook. This publication, updated regularly by the U.S. General Services Administration’s (GSA) Office of Citizen Services and Innovative Technologies, gives the American public the information and resources they need to be informed consumers. Every day, GSA helps agencies throughout the federal government maximize their buying power with limited budgets—a challenge many Americans can relate to as well. The Consumer Action Handbook will help you get the most out of your budget. This Handbook provides consumers with the options they need to make informed decisions. With explanations of rules that are in place to protect American consumers as well as alerts to potential frauds and scams, the Handbook provides a practical, easy to use guide to the ever- changing consumer landscape. This publication is also available on USA.gov, along with other useful financial information. I encourage everyone to take full advantage of all the valuable information this Handbook offers, and to share it with friends and family. Sincerely, Dan Tangherlini Administrator PB 1-844-USA-GOV1 (844-872-4681) 2015 Consumer Action Handbook I QUICK CONSUMER TIPS QUICK CONSUMER TIPS USING THIS HANDBOOK As a savvy consumer, you should always be on the alert for shady deals and scams. Keep these things in mind to avoid This everyday guide to being a smart shopper is full of becoming a victim: helpful tips about preventing identity theft, understanding • Be wary of promises to fix your credit problems, low- credit, filing a consumer complaint, and more. The interest credit card offers, deals that let you skip credit information and resources you will need are arranged as card payments, work-at-home job opportunities, risk- follows: free investments, and free travel. A deal that sounds too good to be true usually is! PART I—BE A SAVVY CONSUMER • Don’t share personal information with someone you Read this section for advice before you make a purchase. don’t trust. Learn how to recognize fraud. Look in the Table of Contents (p. 1) and Index (p. 134) to • Beware of payday and tax refund loans. Interest rates on quickly locate specific topics and information. these loans are usually excessive. A cash advance on a credit card may be a better option. PART II—FILE A COMPLAINT • Read and understand any contract, legal document, or Turn to this section for suggestions on resolving consumer terms of service before you sign or click “I Agree”. Do problems. The sample complaint letter on page 54 will help not sign a contract with blank spaces or where the terms you present your case. are incomplete. Some contracts include a clause that PART III—KEY INFORMATION RESOURCES prohibits you from taking legal action and requires you to engage in mandatory arbitration with a company in Look here for a list of public resources for teachers, the case of a dispute. disabled consumers, and military families. • Get estimates from several contractors for home or car PART IV—CONSUMER ASSISTANCE repairs. Make sure the estimates are for the exact same DIRECTORY repairs for a fair comparison. Find contact information for corporate offices, consumer • Before you buy, make sure you understand and accept organizations, trade groups, government agencies, and the store’s refund, return and early termination or more. cancellation policies, especially for services and facilities that charge monthly fees. VISIT US ONLINE • Double-check the final price when you pay for your Visit www.USA.gov and in Spanish at www.GobiernoUSA. purchases. Speak up if you think the price that has been gov for more consumer information, resources, and tools. charged is incorrect. Remember, when shopping online, You can also order or download an electronic version of the your purchase may include additional fees, such as Handbook and hundreds of other consumer publications at shipping, handling, and convenience fees that are not Publications.USA.gov. calculated until you check out. • 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. • Don’t buy under stress. Avoid making big-ticket purchases during times of duress (e.g., coping with a death or debt). • Notify your lender immediately if you are having difficulty making payments on loans, so that you can work out a payment plan. II www.USA.gov To contact an organization, use the directory beginning on page 60. 1 TABLE OF CONTENTS Quick Consumer TIps ......................................... II Health Insurance ............................................................31 PART I: Be A Savvy Consumer .......................... 2 Homeowners And Renters Insurance .......................31 Life Insurance ..................................................................32 Buyer Beware ........................................................ 2 Long-Term Care Insurance ..........................................33 Before You Buy ..................................................................2 Other Insurance .............................................................33 Warranties .........................................................................2 Shopping From Home .....................................................3 Investing .............................................................. 33 After You Buy ....................................................................5 Financial Brokers And Advisors .................................35 Investing In Gold And Commodities ........................36 Banking ................................................................. 5 Retirement Planning ......................................................36 Savings And Checking ....................................................5 Mobile Banking..................................................................6 Privacy and Identity Theft ................................. 37 ATM/Debit Cards .............................................................6
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