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Consumer Action Handbook U.S. General Services Administration CONSUMER ACTION HANDBOOK CONSUMER ACTION HANDBOOK Brought to you by CONTRIBUTORS USAGov would like to express its gratitude to the partners listed below who helped make possible the publication of the Consumer Action Handbook. American Financial Services Association Education Foundation The Colgate-Palmolive Company Financial Industry Regulatory Authority National Futures Association Securities and Exchange Commission Society of Consumer Affairs Professionals Technology Transformation Service April 2017 Welcome to USAGov’s Consumer Action Handbook. I’m excited that you added this resource to your consumer toolkit. When you shop, you want to get the best value, without being taken advantage of. You want to feel confident about your purchases, regardless of what you buy, where you shop, or how you pay. The tips and resources in this Handbook can help you achieve these goals. The Consumer Action Handbook brings together consumer information from across government. It includes practical questions to ask and factors to consider when you buy products and services. The Handbook features topics that affect everyone, such as credit reports and identity theft. It also addresses specific issues, like managing someone else’s finances and gas pump skimming. You’ll also find tips for detecting and reporting scams, throughout the book. Use our consumer assistance directory and sample complaint letter to file a consumer complaint. USAGov guides you to the government services you need to make your life easier. In addition to this Handbook and the Spanish version, the Guía del Consumidor, we offer other bilingual information. This includes our websites USA.gov and GobiernoUSA.gov, government information by phone, toll free at 1-844-USA-GOV1, email, and online chat services. Follow USAGov on social media (Facebook, Twitter, and Instagram) to discover more government information and services. If you have questions or ideas for topics, please send them my way at [email protected]. Wishing you all the best, Marietta Jelks Editor-in-Chief, Consumer Action Handbook PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook I QUICK CONSUMER TIPS QUICK CONSUMER TIPS USING THIS HANDBOOK Always be on the alert for shady deals and scams. Keep these things in mind to avoid becoming a victim: This everyday guide to being a smart shopper is full of • Be wary of promises of “no risks” or guaranteed helpful tips about preventing identity theft, understanding earnings. credit, filing a consumer complaint, and more. The • Beware of emails or calls asking you to confirm your information and resources you will need are arranged as bank account, credit card number, PIN, or social security follows: number. PART I—BE A SAVVY CONSUMER • Create unique usernames, passwords for your email and onlline accounts. Use a PIN, two-factor authentication Read this section for advice before you make a purchase. and other security features. Look in the Table of Contents (p. 1) and Index (p. 138) to • Don’t sign a contract with blank spaces or incomplete quickly locate specific topics and information. terms. Read and understand any contract, legal PART II—KEY INFORMATION RESOURCES document, or terms of service before you sign or click “I Agree”. Look here for a list of public resources for seniors, persons with disabilities, and military families. • Don’t feel pressured by calls or emails, supposedly from the government or creditors, that threaten you if you PART III—FILE A COMPLAINT don’t send payment immediately. Turn to this section for suggestions on resolving consumer • Get estimates from several contractors for home or car problems. The sample complaint letter on page 60 will help repairs. Make sure the estimates are for the exact same you present your case. repairs for a fair comparison. • Read retailers refund, return, and early termination or PART IV—CONSUMER ASSISTANCE cancellation policies, before you buy. DIRECTORY • Be cautious of shopping on public wi-fi networks, that Find contact information for corporate offices, consumer don’t encrypt your information. organizations, trade groups, government agencies, state • Beware if someone calls you, claiming that you owe authorities and more. money, demanding a payment by wire transfer or VISIT US ONLINE branded gift card. Visit www.USA.gov and in Spanish at • Look for the padlock icon in the bottom right-hand www.Gobierno.USA.gov for more consumer information, corner of your screen or a URL that begins with “https” resources, and tools. You can also download an electronic to ensure that your payment information is transmitted version of the Handbook and hundreds of other consumer securely. publications at Publications.USA.gov. • Don’t buy under stress. Avoid making big-ticket purchases during times of duress. • Notify your lender immediately if you are having difficulty making payments on loans, so that you can work out a payment plan. • Protect access and use of your digital wallet (connected to your mobile phone or payment app) with a PIN or your fingerprints. • Read the privacy policy and security statement on apps you download to make sure that your personal information is secure. • Sign up to receive text messages to alert you when your credit card is used. These texts help you catch fraudulent purchases immediately. II www.USA.gov To contact an organization, use the directory beginning on page 64 1 TABLE OF CONTENTS Quick Consumer TIps ......................................... II Long-Term Care Insurance ..........................................34 PART I: Be A Savvy Consumer .......................... 2 Other Insurance .............................................................34 Buyer Beware ........................................................ 2 Investing .............................................................. 35 Before You Buy ..................................................................2 Financial Brokers And Advisors .................................35 Warranties .........................................................................2 Commodities ...................................................................37 Shopping From Home .....................................................3 Real Estate ........................................................................37 After You Buy ....................................................................5 Retirement Planning ......................................................38 Banking ................................................................. 6 Privacy And Identity Theft ................................ 38 Savings And Checking ....................................................6 Report Identity Theft......................................................39 Mobile Banking..................................................................7 Protect Your Privacy ......................................................39 ATM/Debit Cards .............................................................7 Education Privacy ...........................................................40 Unsolicited Checks And Credit Offers .......................8 Financial Privacy .............................................................40 Prepaid Cards ...................................................................8 Medical Privacy ...............................................................40 Online Privacy.................................................................. 41 Cars ........................................................................ 9 Buying A Car .....................................................................9 Telecommunications ...........................................41 Financing ..........................................................................10 Internet .............................................................................. 41 Leasing .............................................................................. 11 Phones ..............................................................................43 Recalls, “Lemon” Laws, And Secret Warranties .... 11 TV ......................................................................................45 Repairs ..............................................................................12 Telemarketing And Unwanted Mail ................... 46 Car Repossessions .......................................................12 National Do Not Call Registry ......................................46 Renting ..............................................................................12 Pre-Recorded Messages ..............................................46 Car Sharing Services .....................................................13 Telemarketing Sales Calls ............................................47 Credit ....................................................................13 Travel ....................................................................47 Loans ................................................................................. 14 Resolve Air Travel Problems ........................................48 Credit Cards .....................................................................14 Cruises ..............................................................................49 Credit Reports And Scores ..........................................16 Travel Safet y ....................................................................49 Dealing With Debt ......................................................... 17 Utilities ...............................................................
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