Consumer Action Handbook - General Services …

1 Consumer ACT ION General Services AdministrationCONSUMERACTIONHANDBOOKCONT RIBUTORSUSAGov would like to express its gratitude to the partners listed below who helped make possible the publication of the Consumer Action Financial Services Association Education FoundationThe Colgate-Palmolive CompanyDirect Selling Education FoundationFederal Deposit Insurance CorporationFederal Trade CommissionFinancial Industry Regulatory AuthorityLeadingAgeNational Futures AssociationThe Procter & Gamble CompanySecurities and Exchange CommissionSociety of Consumer Affairs Professionals InternationalUnileverO ce of Citizen Services and Innovative Technologies/18 FJanuary 2016 Congratulations for using the Consumer Action Handbook ! You ve taken the first step to being an informed Handbook gives you practical tips that help you with Consumer issues. Maybe you want tobuy a car or choose an insurance plan. Or maybe you need to learn how to write a complaintletter about a deceptive business or damaged product.

2 The Consumer Action Handbook is agood place to start, for these tasks and many more. To make sure the Handbook addresses the topics that matter to you, we held focus groups to hear directly from people like you. The lively conversations and comments inspired someexciting new features, including a new Seniors section. You ll find agencies, hotlines, andresources that are dedicated to empowering and protecting seniors. Several people in the focusgroups also said that they needed more information about scams. Now each section of the Handbook includes a box featuring the common signs of scams in that topic area, along withsteps you can take to avoid being a victim, and the agencies you can contact for help. USAGov is committed to guiding you to the tools, forms, and Services you need. In addition tothis Handbook and the Spanish version, the Gu a del Consumidor, we offer other bilingualinformation. This includes our websites and , government information by phone, toll free at 1-844-USA-GOV1, email, and online chat Services .

3 Stop to find government programs and Services that can make life a little you have questions or ideas for topics, please send them my way at or tweet them using the hashtag, #AskMarietta. Wishing you all the best,Marietta JelksEditor-in-Chief, Consumer Action Handbook1-844-USA-GOV1 (844-872-4681) Consumer Action HandbookPBI January 2016 Welcome to the Consumer Action an increasingly interconnected world, we have all seen a great deal ofchange when it comes to the way we buy, sell, and consume goods andservices. Every day, American consumers make decisions that may leavea lasting impact on themselves and their families for better or for investing in a home for the future or trying to make ends meetbetween paychecks, it is vital to have the necessary tools to protectagainst irresponsible lending, deceptive practices, and fraudulentbehavior. The Consumer Action Handbook helps ensure people across our Nation no matter who they are or what financial challenges they face know their rights and manage their finances and personalinformation safely and effectively.

4 I encourage all Americans to take advantage of this valuable resource, which is also available online at The AdministratorJanuary 2016 Welcome to the Consumer Action Handbook , published by USAGov, part of the Services Administration s (GSA) Office of Citizen Services and InnovativeTechnologies. GSA understands how important it is to plan before you buy. As the Government spurchasing agency, we take proactive steps to help our agency partners get the bestvalue on the goods and Services they need. And you can be confident that the tips inthis Consumer Action Handbook will help you maximize your buying power Consumer Action Handbook compiles Consumer information from acrossGovernment into one practical resource. This guide is a blend of actionable tips,highlights of new Consumer trends, and alerts to potential scams. The Handbook notonly reflects the current Consumer landscape, but also offers tips to help yousuccessfully navigate it.

5 GSA s Consumer Action Handbook is an important part of USAGov your guide toGovernment information and Services . I encourage you to visit the website , itsSpanish language counterpart, , and the USAGov Contact Center at1-844-USA-GOV1 for answers to your Government-related questions. Sincerely, Denise Turner RothAdministratorII1 To contact an organization, use the directory beginning on page 64 QUICK Consumer TIPSUSING THIS HANDBOOKThis everyday guide to being a smart shopper is full of helpful tips about preventing identity theft, understanding credit, filing a Consumer complaint, and more. The information and resources you will need are arranged as follows:PART I BE A SAVVY CONSUMERRead this section for advice before you make a purchase. Look in the Table of Contents (p. 1) and Index (p. 138) to quickly locate specific topics and II KEY INFORMATION RESOURCESLook here for a list of public resources for seniors, persons with disabilities, and military III FILE A COMPLAINTTurn to this section for suggestions on resolving Consumer problems.

6 The sample complaint letter on page 60 will help you present your IV Consumer ASSISTANCE DIRECTORYFind contact information for corporate offices, Consumer organizations, trade groups, government agencies, state authorities and more. VISIT US ONLINEV isit and in Spanish at for more Consumer information, resources, and tools. You can also order or download an electronic version of the Handbook and hundreds of other Consumer publications at Consumer TIPS As a savvy Consumer , you should always be on the alert for shady deals and scams. Keep these things in mind to avoid becoming a victim: Be wary of promises to fix your credit problems, low-interest credit card offers, deals that let you skip credit card payments, work-at-home job opportunities, risk-free investments, and free travel. A deal that sounds too good to be true usually is! Don t share personal information with someone you don t trust. Learn how to recognize fraud.

7 Beware of payday and tax refund loans. Interest rates on these loans are usually excessive. A cash advance on a credit card may be a better option. Read and understand any contract, legal document, or terms of service before you sign or click I Agree . Do not sign a contract with blank spaces or incomplete terms. Some contracts include a clause that prohibits you from taking legal Action and requires you to engage in mandatory arbitration with a company in the case of a dispute. Get estimates from several contractors for home or car repairs. Make sure the estimates are for the exact same repairs for a fair comparison. Before you buy, make sure you understand and accept the store s refund, return and early termination or cancellation policies, especially for Services and facilities that charge monthly fees. Double-check the final price when you pay for your purchases. Speak up if you think the price that has been charged is incorrect.

8 Remember, when shopping online, your purchase may include additional fees, such as shipping, handling, and convenience fees that are not calculated until you check out. 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 ( , 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 (844-872-4681) Consumer Action HandbookII1 Quick Consumer TIps ..IIPART I: Be A Savvy Consumer ..2 Buyer Beware ..2 Before You Buy ..2 Warranties ..2 Shopping From Home ..3 After You Buy ..5 Banking ..5 Savings And Checking ..5 Mobile Cards ..6 Unsolicited Checks And Credit Offers ..7 Prepaid Cards ..8 Cars ..8 Buying A Car.

9 8 Financing ..10 Leasing ..11 Recalls, Lemon Laws, And Secret Warranties ..11 Repairs ..11 Car Repossessions ..12 Renting ..12 Car Sharing Services ..12 Credit ..13 Loans ..13 Credit Cards ..14 Credit Reports And Scores ..15 Dealing With Debt ..16 Education ..18 Paying For College ..18 Employment ..20 Work-At-Home Companies ..20 Unemployment ..21 Food And Nutrition ..21 Healthy Food Choices ..21 Food Safety ..21 Saving Money On Groceries ..21 Organic Foods ..22 Health Care ..22 Choose A Doctor ..22 Choose A Health Care Facility ..23 Medical Billing ..24 Prescription Drugs ..24 Advance Medical Directives ..25 Housing ..25 Buy A Home ..26 Home Foreclosure ..27 Moving Companies ..27 Home Improvements And Repairs ..28 Renting And Leasing ..28 Insurance ..29 Auto Insurance ..30 Disability Insurance ..30 Health Insurance ..31 Homeowners and Renters Insurance ..31 Life Insurance ..32 Long-Term Care Insurance ..32 Other Insurance.

10 33 Investing ..33 Financial Brokers And Advisors ..35 Commodities ..36 Real Estate ..36 Retirement Planning ..37 Privacy And Identity Theft ..37 Report Identity Your Privacy ..38 Education Privacy ..39 Financial Privacy ..40 Medical Privacy ..40 Online ..41 Internet ..41 Phones ..43TV ..44 Telemarketing And Unwanted Mail ..45 National Do Not Call Registry ..45 Pre-Recorded Messages ..46 Telemarketing Sales Calls ..46 Travel ..47 Resolve Air Travel Problems ..48 Cruises ..49Tr a v e l S a f e t y ..49 Utilities ..50 Starting Utility Service ..50 Wills And Funerals ..51 Wills ..51Tr u s t s ..52 Funerals ..52 PART II: Key Information Resources ..54 Emergency Preparedness ..54 For Persons With Disabilities ..55 For Military Personnel ..55 For Seniors ..57 PART III: File A Complaint ..59 Contact The Seller ..59 Sample Complaint Letter ..60 Contact Third Parties ..61 Dispute Resolution Programs ..62 Small Claims Court.