{"generated":"2026-10-13","sectors":[{"id":"airline","name":"Airlines","federal_regulators":["us-dot"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund the airline owes but has not paid."},{"rung":"small_claims"}]},{"id":"wireless","name":"Wireless carriers","federal_regulators":["fcc"],"state_agency_kinds":["utility_commission","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"retention","note":"Retention or loyalty team for price and cancellation issues."},{"rung":"written_complaint"},{"rung":"executive"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration"}]},{"id":"internet_tv","name":"Internet, cable, satellite and home phone","federal_regulators":["fcc"],"state_agency_kinds":["utility_commission","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"retention"},{"rung":"written_complaint"},{"rung":"executive"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration"}]},{"id":"utility","name":"Electric, gas and water utilities","federal_regulators":[],"state_agency_kinds":["utility_commission","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Most state utility commissions require a complaint to the utility first."},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"bank","name":"Banks and credit card issuers","federal_regulators":["cfpb","occ","fdic","federal-reserve"],"state_agency_kinds":["financial_regulator","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint","note":"Billing-error and transfer-error rights usually need a written dispute within a deadline."},{"rung":"executive"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration"}]},{"id":"credit_union","name":"Credit unions","federal_regulators":["ncua","cfpb"],"state_agency_kinds":["financial_regulator"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"ncua"}]},{"id":"payments","name":"Payment apps and money transfer","federal_regulators":["cfpb","ftc"],"state_agency_kinds":["financial_regulator","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration"}]},{"id":"credit_bureau","name":"Credit reporting agencies","federal_regulators":["cfpb","ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"written_complaint","note":"File a dispute with the bureau, and with the company that supplied the data."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}]},{"id":"student_loan","name":"Federal student loan servicers","federal_regulators":["ed-fsa","cfpb"],"state_agency_kinds":["financial_regulator","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"ed-fsa"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"insurance_property","name":"Auto, home and renters insurance","federal_regulators":[],"state_agency_kinds":["insurance_department","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"supervisor"},{"rung":"written_complaint","note":"Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Many policies have an appraisal clause for disputes about the amount of a loss."},{"rung":"small_claims"}]},{"id":"insurance_health","name":"Health insurance","federal_regulators":["dol-ebsa","cms-no-surprises"],"state_agency_kinds":["insurance_department"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint","note":"Internal appeal."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."}]},{"id":"subscription","name":"Streaming, software and other subscriptions","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"retail","name":"Retail and e-commerce","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}]},{"id":"lodging","name":"Hotels and short-term rentals","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline","note":"Front desk or host first, while you are still there."},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"travel_agency","name":"Online travel agencies","federal_regulators":["us-dot","ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through the agency."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"car_rental","name":"Car rental","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}]},{"id":"gig_delivery","name":"Rideshare and delivery apps","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline","note":"In-app help."},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"shipping","name":"Parcel and mail carriers","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint","note":"Claim with the carrier. The shipper often must file it."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}]},{"id":"ground_transport","name":"Rail and intercity bus","federal_regulators":["fmcsa","fra"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"fitness","name":"Gyms and fitness memberships","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint","note":"Cancel in writing, by certified mail when the contract requires it."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"ticketing","name":"Event tickets and resale","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}]},{"id":"debt_collector","name":"Debt collectors and debt buyers","federal_regulators":["cfpb","ftc"],"state_agency_kinds":["financial_regulator","attorney_general"],"default_escalation":[{"rung":"written_complaint","note":"Dispute the debt in writing within the validation period and ask for verification."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}]},{"id":"investing","name":"Brokerages and crypto platforms","federal_regulators":["sec","finra","cfpb"],"state_agency_kinds":["financial_regulator","attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"finra","note":"For broker-dealers."},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"Brokerage account agreements usually require FINRA arbitration."}]},{"id":"home_services","name":"Home security and home services","federal_regulators":["ftc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"retention"},{"rung":"written_complaint","note":"Cancel in writing; keep proof of delivery."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}]},{"id":"cruise","name":"Cruise lines","federal_regulators":["fmc"],"state_agency_kinds":["attorney_general"],"default_escalation":[{"rung":"frontline"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"fmc"},{"rung":"payment_dispute"}]}],"issues":[{"id":"billing_error","name":"Billing error","sectors":["all"],"description":"A charge is wrong, duplicated, or for something you did not order.","evidence":["the bill or statement with the charge","account number","what you expected to pay and why (order","quote","plan page","chat transcript)"],"steps":["Find the exact charge, date and amount. Find the document that shows the correct amount.","Ask the company to correct it through its billing channel. Get a reference number and the representative's name.","If the company does not fix it, send a written dispute that lists the charge, the correct amount and your evidence.","For a credit card charge, send a billing-error dispute to the card issuer within the deadline in rules/fcba-billing-error.","Escalate to the regulator for the sector. Attach the timeline from your case log."]},{"id":"bill_increase","name":"Bill went up","sectors":["all"],"description":"The recurring price went up because a promotion ended, a fee was added or the plan changed.","evidence":["last bill before the increase","first bill after the increase","the original offer or promotion terms"],"steps":["Compare the two bills line by line. Find each line that changed.","If the increase breaks a written price lock or promotion, dispute it as a billing error.","If the increase is allowed, ask for the current promotions or a loyalty price. Use price_negotiation.","Ask what plan gives the same service for less. Write down every offer with the representative's name and date."]},{"id":"unauthorized_charge","name":"Unauthorized charge","sectors":["all"],"description":"A charge you did not authorize.","evidence":["statement with the charge","proof you did not authorize it (no account","cancellation confirmation)"],"steps":["Report it to your bank or card issuer at once. Liability limits depend on how fast you report.","Ask the merchant to reverse it. Get a reference number.","If it looks like fraud, also report it to the FTC."]},{"id":"cancel_service","name":"Cancellation problem","sectors":["all"],"description":"The company makes cancellation hard, or keeps charging after you cancelled.","evidence":["cancellation confirmation number or email","date you cancelled","charges after that date"],"steps":["Cancel through the channel the company documents. Save the confirmation number, email or screenshot.","If you cannot cancel online, cancel in writing and keep proof of delivery.","Dispute every charge after the cancellation date with the company, then with your card issuer.","Report a cancellation obstacle to the FTC and your state attorney general."]},{"id":"refund_request","name":"Refund request","sectors":["all"],"description":"You are owed money back for a return, an undelivered product or a service not provided.","evidence":["order or receipt","refund policy text","proof of return or non-delivery"],"steps":["Read the refund policy and note the clause that gives you the refund.","Ask for the refund through the company's refund channel. Quote the clause.","If refused, send a written request with a date by which you expect payment.","Dispute the charge with your card issuer if the company does not pay."]},{"id":"price_negotiation","name":"Lower a recurring bill","sectors":["all"],"description":"You want a lower price for a service you keep.","evidence":["current bill","current promotions for new customers","competitor offers at your address"],"steps":["Collect the company's current new-customer price and two competitor offers for the same service.","Contact the retention or loyalty team. Say that you are considering cancelling and give the competitor price.","Ask for a specific price. Ask how long it lasts and what happens when it ends.","Get the new price in writing (email, chat transcript or order confirmation).","Set a reminder before the new promotion ends."]},{"id":"poor_service","name":"Poor service or broken promise","sectors":["all"],"description":"Service did not meet what the company promised, or a representative promised something that did not happen.","evidence":["dates","names","reference numbers","transcripts or emails with the promise"],"steps":["Write a dated timeline of what was promised and what happened.","Ask for a specific remedy (credit, refund, repair) through a written channel.","Escalate to an executive or written complaint channel. Attach the timeline."]},{"id":"service_outage","name":"Outage credit","sectors":["wireless","internet_tv","utility","subscription"],"description":"The service was down and you want a credit.","evidence":["outage dates and duration","outage notices or ticket numbers"],"steps":["Report the outage and get a ticket number.","Ask for a prorated credit for the days without service.","Check the bill after the credit to confirm it was applied."]},{"id":"equipment_return","name":"Equipment return","sectors":["wireless","internet_tv"],"description":"You returned equipment but were charged for it, or you need a return method.","evidence":["return receipt or tracking number","store receipt","equipment serial numbers"],"steps":["Return equipment only by a method that gives a receipt with the serial number.","If charged for returned equipment, send the receipt and ask for removal of the fee.","Dispute the charge as a billing error if the company does not remove it."]},{"id":"number_port_out","name":"Moving a phone number to another carrier","sectors":["wireless"],"description":"The carrier blocks or delays a number transfer, or the transfer PIN does not work.","evidence":["account number","number transfer PIN","the new carrier's port request reference"],"steps":["Get the number transfer PIN from the current carrier's account page or app. Give it only to the new carrier.","If the port fails, ask the new carrier for the rejection reason, then fix the account details with the current carrier.","If the current carrier refuses or delays without reason, file a complaint with the FCC."]},{"id":"device_unlock","name":"Phone unlock refused","sectors":["wireless"],"description":"The carrier refuses to unlock a device you paid off.","evidence":["proof the device is paid off","IMEI","the carrier's unlock policy"],"steps":["Check the carrier's unlock policy for the waiting period and payment conditions.","Request the unlock through the carrier's unlock page. Save the request number.","If refused although you meet the policy, escalate in writing and then to the FCC."]},{"id":"trade_in_credit","name":"Trade-in or promotion credit missing","sectors":["wireless","retail"],"description":"A promised trade-in value or promotional bill credit was not applied, or stopped.","evidence":["promotion terms","trade-in shipping receipt and IMEI","bills that should show the credit"],"steps":["Find the promotion terms and the trade-in confirmation. Note the promised amount and the number of monthly credits.","Ask the carrier to apply the missing credits. Get a reference number.","Dispute in writing as a billing error if the credits are still missing."]},{"id":"early_termination_fee","name":"Early termination fee","sectors":["wireless","internet_tv","utility","fitness","subscription"],"description":"The company charged, or will charge, a fee for ending a contract early.","evidence":["the contract or plan terms","the date you signed up","the bill with the fee"],"steps":["Find the fee clause in the agreement you accepted and check how the fee is calculated (fixed, prorated, or a share of the remaining term).","Check whether an exception applies, such as moving outside the service area, a service failure, a price increase or military orders.","Ask in writing for a waiver or a correct calculation. Dispute it as a billing error if the fee breaks the terms."]},{"id":"free_trial_conversion","name":"Charged after a free trial","sectors":["subscription","retail","fitness"],"description":"A free trial turned into a paid subscription that you did not expect, or that you cancelled in time.","evidence":["sign-up date and trial terms","cancellation confirmation if any","the charge"],"steps":["Cancel at once and save the confirmation.","Ask for a refund of the first charge. Mention when and how the trial terms were shown.","Dispute the charge with your card issuer if the company refuses and you cancelled in time."]},{"id":"slamming","name":"Provider switched without permission","sectors":["utility","wireless","internet_tv"],"description":"Your service or provider was changed without your authorization.","evidence":["bills showing the new provider","dates","your original provider account"],"steps":["Tell both the old and the new provider that you did not authorize the switch. Ask to be switched back at no cost.","Complain to the state utility commission or the FCC; both handle unauthorized provider changes."]},{"id":"account_access","name":"Account access","sectors":["all"],"description":"You are locked out of the account or cannot verify your identity.","evidence":["account number","ID","billing address","last payment"],"steps":["Use the official recovery flow. Never give a password to a person who contacts you first.","Ask for a written list of what the company needs to verify you."]},{"id":"privacy_request","name":"Data access or deletion request","sectors":["all"],"description":"You want a copy of your data, or you want it deleted or not sold.","evidence":["account email","state of residence"],"steps":["Use the company's privacy request form or the email in its privacy policy.","Save the request confirmation and the date. State laws set response deadlines."]},{"id":"debt_collection","name":"Sent to collections","sectors":["all"],"description":"A disputed or paid bill was sent to a debt collector or reported to a credit bureau.","evidence":["collection letter","proof of payment or dispute","credit report"],"steps":["Ask the collector in writing to validate the debt within the deadline in the collection notice.","Dispute wrong credit report entries with each credit bureau that shows them.","Send the original company your proof and ask it to recall the debt."]},{"id":"company_shutdown","name":"Company stopped operating or filed for bankruptcy","sectors":["all"],"description":"The company shut down or is in bankruptcy, and owes you a refund, a service or a credit.","evidence":["booking or order confirmation","payment method and date","any notices from the company"],"steps":["Read the company's shutdown or bankruptcy notice for the refund process and claim deadlines.","If you paid by credit card for something not delivered, dispute the charge with the card issuer.","File a proof of claim in the bankruptcy case if the notice says to, before the bar date."]},{"id":"flight_cancellation","name":"Flight cancelled or significantly changed","sectors":["airline","travel_agency"],"description":"The airline cancelled or significantly changed a flight.","evidence":["confirmation number","ticket number","original and new itinerary","notices from the airline"],"steps":["Decide whether to accept rebooking or ask for a refund. Accepting travel can change your refund rights.","If you want money back, ask for a refund to the original form of payment, not a travel credit.","Ask for meals or hotel if the cause was within the airline's control.","If the airline does not pay, file a complaint with the U.S. DOT and dispute the charge with your card issuer."]},{"id":"flight_delay","name":"Long delay","sectors":["airline"],"description":"The flight was delayed for a long time.","evidence":["confirmation number","scheduled and actual times","cause given by the airline","receipts for meals and hotel"],"steps":["Ask the airline what it provides for this delay and cause. Save receipts for costs.","Submit receipts through the airline's reimbursement channel.","If a long delay is a significant change, ask for a refund instead of travel."]},{"id":"denied_boarding","name":"Bumped or denied boarding","sectors":["airline"],"description":"The airline did not let you board because the flight was oversold.","evidence":["boarding pass","written statement from the airline of the reason","arrival time on the new flight"],"steps":["Ask for the written statement of your rights that the airline must give you.","Ask for compensation in cash or check, not only a voucher."]},{"id":"delayed_baggage","name":"Delayed bag","sectors":["airline"],"description":"The checked bag did not arrive with you.","evidence":["bag tag","file reference number from the baggage report","receipts for essentials"],"steps":["Report it at the airport baggage office before you leave. Get the file reference number.","Buy only reasonable essentials and keep every receipt.","Submit the expense claim within the airline's deadline.","If the bag was late by more than the threshold in rules/dot-refunds-rule, ask for the checked bag fee back."]},{"id":"lost_baggage","name":"Lost bag","sectors":["airline","ground_transport"],"description":"The airline declared the bag lost, or it did not arrive after the search period.","evidence":["bag tag","file reference number","list of contents with values","receipts or photos"],"steps":["Keep the delayed-bag file open until the airline declares the bag lost.","Submit a contents claim with values and proof, within the airline's deadline.","Ask for the checked bag fee back.","Check the liability limit in rules/ before you accept an offer."]},{"id":"damaged_baggage","name":"Damaged bag","sectors":["airline"],"description":"The bag or its contents arrived damaged.","evidence":["photos of the damage","bag tag","report number","repair estimate or receipt"],"steps":["Report the damage at the airport, or within the airline's deadline after arrival.","Photograph the damage before you repair or discard anything.","Submit a repair or replacement claim with the estimate."]},{"id":"ancillary_fee_refund","name":"Paid extra and did not get it","sectors":["airline"],"description":"You paid for a seat, Wi-Fi, bag or other extra that the airline did not provide.","evidence":["receipt for the fee","proof the service was not provided"],"steps":["Ask for a refund of the fee to the original form of payment.","If refused, file a U.S. DOT complaint."]},{"id":"travel_credit","name":"Travel credit or voucher problem","sectors":["airline","travel_agency","lodging","cruise"],"description":"A credit or voucher expired, cannot be used, or was given instead of a refund you were owed.","evidence":["credit number","terms of the credit","original booking"],"steps":["Check whether you were owed a cash refund instead of the credit.","Ask the company to extend the credit or convert it to a refund."]},{"id":"accessibility","name":"Disability assistance problem","sectors":["airline","ground_transport","lodging"],"description":"Assistance was not provided, or a wheelchair or mobility device was damaged.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":["Ask for the airline's Complaints Resolution Official (CRO) at the airport.","File a written complaint with the airline, then with the U.S. DOT."]},{"id":"event_cancelled","name":"Event cancelled, postponed or changed","sectors":["ticketing"],"description":"The event was cancelled, postponed, moved or changed, and you want a refund.","evidence":["order confirmation","the organizer's notice","ticket and fee amounts"],"steps":["Read the ticket seller's policy for cancelled and postponed events; the refund window can be short.","Request the refund through the seller's order page, including fees where the policy covers them.","If refused for a cancelled event, dispute the charge with your card issuer."]},{"id":"account_transfer","name":"Account transfer or withdrawal blocked","sectors":["investing","payments"],"description":"A transfer to another broker, a withdrawal or a crypto transfer is delayed or blocked.","evidence":["transfer request confirmation","account statements","messages from the platform"],"steps":["Ask in writing for the reason, what the platform needs, and the expected completion date.","For a brokerage transfer, ask the receiving firm to check the transfer status too.","Escalate to FINRA or the SEC (brokerages), or the CFPB and your state financial regulator (payment and crypto apps)."]},{"id":"lost_package","name":"Lost package","sectors":["shipping","retail","gig_delivery"],"description":"A package shows delivered but did not arrive, or tracking stopped.","evidence":["tracking number","delivery photo","order number"],"steps":["Ask the seller first. The seller usually holds the claim with the carrier.","If you shipped it, file a claim with the carrier within its deadline.","Dispute the charge with your card issuer if the seller does not refund or resend."]},{"id":"damaged_item","name":"Item arrived damaged or defective","sectors":["shipping","retail","gig_delivery"],"description":"The item arrived broken, or it does not work.","evidence":["photos of item and packaging","order number"],"steps":["Photograph the item and the packaging before you discard anything.","Ask the seller for a replacement or refund under its return policy.","For defects after the return window, use warranty_claim."]},{"id":"late_delivery","name":"Late delivery or service guarantee","sectors":["shipping","retail","gig_delivery"],"description":"A delivery arrived after the guaranteed time.","evidence":["tracking history","the service guarantee","order number"],"steps":["Check whether the service had a money-back guarantee and whether it is suspended.","Ask for the refund of the shipping charge or delivery fee."]},{"id":"price_adjustment","name":"Price dropped after purchase","sectors":["retail","lodging","travel_agency"],"description":"The price went down soon after you bought, and the seller has a price adjustment or price match policy.","evidence":["receipt or order confirmation","the lower price (screenshot with date)","the seller's price policy"],"steps":["Check the seller's price adjustment window and exclusions.","Ask for the difference through the seller's price adjustment channel within the window."]},{"id":"lost_item","name":"Item left behind","sectors":["gig_delivery","ground_transport","airline","lodging"],"description":"You left something in a ride, vehicle, train, plane or room.","evidence":["trip or booking details","date and time","description of the item"],"steps":["Report it at once through the company's lost item channel. For rides, the app usually lets you contact the driver.","Follow up with the reference number. Ask how the return is shipped and what it costs."]},{"id":"safety_incident","name":"Safety incident","sectors":["gig_delivery","ground_transport","car_rental","lodging"],"description":"Something unsafe happened during a ride, delivery, rental or stay.","evidence":["trip or booking details","what happened","photos","police report number if any"],"steps":["If anyone is in danger, call 911 first.","Report it through the company's safety channel. Ask for a reference number.","Keep a written record. Ask the company in writing what action it took."]},{"id":"warranty_claim","name":"Warranty claim","sectors":["retail"],"description":"A product failed during its warranty period.","evidence":["proof of purchase","serial number","warranty terms","description and photos of the fault"],"steps":["Read the written warranty and note what it covers and how to claim.","Submit the claim to the party named in the warranty (often the manufacturer, not the store)."]},{"id":"claim_denial","name":"Insurance claim denied","sectors":["insurance_property","insurance_health"],"description":"The insurer denied or underpaid a claim.","evidence":["denial letter","policy","claim number","bills","photos","medical records for health claims"],"steps":["Ask for the denial reason and the policy language in writing.","File an internal appeal within the deadline in the denial letter.","After the internal appeal, ask for external review (health) or complain to the state insurance department."]},{"id":"claim_delay","name":"Insurance claim delayed","sectors":["insurance_property","insurance_health"],"description":"The insurer is not deciding or paying a claim.","evidence":["claim number","dates of each contact","documents you sent"],"steps":["Ask in writing for the claim status and the list of documents the insurer still needs.","If the insurer still does not act, complain to the state insurance department."]},{"id":"surprise_medical_bill","name":"Surprise medical bill","sectors":["insurance_health"],"description":"An out-of-network bill for emergency care, or for care at an in-network facility.","evidence":["the bill","explanation of benefits (EOB)","insurance card"],"steps":["Compare the bill with the explanation of benefits from the insurer.","If the No Surprises Act applies, tell the provider and insurer, and contact the CMS No Surprises Help Desk."]},{"id":"fee_reversal","name":"Fee reversal","sectors":["bank","credit_union","payments"],"description":"You want an overdraft, late or other fee removed.","evidence":["statement with the fee","account history"],"steps":["Ask for a courtesy reversal. Mention your account history.","If the fee breaks the account agreement, dispute it in writing."]},{"id":"transaction_dispute","name":"Dispute with a merchant through the bank","sectors":["bank","credit_union","payments","investing"],"description":"A merchant did not deliver or refund, and you want the bank or card issuer to recover the money.","evidence":["statement","receipt","your attempts to resolve it with the merchant"],"steps":["Try the merchant first and keep proof.","File the dispute with the issuer within the deadline in rules/."]},{"id":"fraud","name":"Fraud or scam","sectors":["bank","credit_union","payments","credit_bureau","investing"],"description":"Money was taken by fraud or a scam.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":["Tell the bank or app at once. Ask it to freeze the account and the payment.","Report to the FTC at ReportFraud.ftc.gov.","Send a written error notice for electronic transfers within the deadline in rules/efta-reg-e."]},{"id":"frozen_funds","name":"Account frozen or closed","sectors":["bank","credit_union","payments","investing"],"description":"The bank or app froze or closed the account and holds your money.","evidence":["notices","balance at closure","account agreement"],"steps":["Ask in writing for the reason, when the funds will be released and how.","Complain to the CFPB if the funds are not released."]},{"id":"identity_theft","name":"Identity theft","sectors":["credit_bureau","bank","credit_union","payments"],"description":"Someone opened accounts or used credit in your name.","evidence":["FTC identity theft report","credit report pages with the fraudulent items","ID"],"steps":["Place a fraud alert with one credit bureau (it tells the other two) or freeze your credit at all three bureaus.","Create an identity theft report and recovery plan at IdentityTheft.gov.","Dispute the fraudulent accounts with each bureau and with each company that opened them. Attach the FTC report."]},{"id":"credit_report_error","name":"Error on a credit report","sectors":["credit_bureau"],"description":"A credit report shows an account, balance or late payment that is wrong.","evidence":["credit report page with the error","proof of the correct information"],"steps":["Dispute the error with each bureau that shows it. Attach proof.","Also dispute it with the company that reported the data.","If the bureau does not fix it, complain to the CFPB."]},{"id":"student_loan_servicing","name":"Student loan servicing problem","sectors":["student_loan"],"description":"Wrong payment amount, lost payments, forgiveness or repayment plan problems.","evidence":["loan account number","payment history","letters from the servicer"],"steps":["Ask the servicer in writing to correct the error. Keep the response.","Submit a complaint to the Federal Student Aid Feedback Center.","Complain to the CFPB if the servicer still does not fix it."]},{"id":"repayment_plan","name":"Repayment plan or forgiveness problem","sectors":["student_loan"],"description":"An income-driven repayment, forgiveness or forbearance request is delayed, denied or processed wrong.","evidence":["application confirmation","income documents","letters from the servicer","payment count"],"steps":["Ask the servicer in writing for the status, the reason for any denial, and the payment count.","Check the request on StudentAid.gov.","Submit a complaint to the Federal Student Aid Feedback Center if the servicer does not fix it."]},{"id":"transfer_cancellation","name":"Money transfer not received or wrong","sectors":["payments"],"description":"A money transfer did not arrive, went to the wrong person, or you want to cancel it.","evidence":["transfer receipt or tracking number (MTCN)","sender and recipient details","amount and date"],"steps":["Contact the provider at once. Ask to cancel or stop the transfer if it has not been picked up.","Send a written error notice. Remittance transfers have federal error-resolution rights with deadlines.","Complain to the CFPB if the provider does not resolve it."]},{"id":"money_order","name":"Money order problem","sectors":["payments","shipping"],"description":"A money order was lost, stolen or not cashed, and you want a refund or replacement.","evidence":["money order receipt (customer copy) with the serial number","amount and date"],"steps":["Check the money order status with the issuer using the serial number.","File the issuer's refund or replacement request. Keep the customer receipt."]},{"id":"damage_claim","name":"Damage charge after a rental or stay","sectors":["car_rental","lodging"],"description":"The company or host charged you for damage you dispute.","evidence":["your photos at pickup and return","rental agreement","the damage claim"],"steps":[{"Ask for the evidence in writing":"photos, repair invoice and the vehicle or room history."},"Tell your credit card benefit provider or insurer about the claim.","Dispute the charge with your card issuer if the company does not give evidence."]},{"id":"deposit_refund","name":"Deposit not returned","sectors":["car_rental","lodging","utility","internet_tv"],"description":"A security or utility deposit was not returned.","evidence":["deposit receipt","account closure date","final bill"],"steps":["Ask for the deposit and the date it will be paid.","Send a written demand. Escalate to the regulator or attorney general."]},{"id":"reservation_problem","name":"Reservation not honored","sectors":["lodging","car_rental","travel_agency","cruise"],"description":"The hotel, rental or agency did not honor a confirmed reservation, or it was not as described.","evidence":["confirmation","photos","what you paid for alternatives"],"steps":["Ask on the spot for an equal alternative at the company's cost.","Ask afterward in writing for a refund and your extra costs."]},{"id":"payment_assistance","name":"Payment plan or bill assistance","sectors":["utility","internet_tv","wireless"],"description":"You cannot pay the full bill and need a payment plan, a discount program or hardship help.","evidence":["current bill","household income documents","any hardship or medical documents"],"steps":["Ask the company for a payment arrangement before the due date. Ask for the terms in writing.","Ask which discount and assistance programs you qualify for (income-based rates, LIHEAP, medical protections).","Contact the state utility commission if the company refuses a plan that state rules require."]},{"id":"property_damage_claim","name":"Damage caused by the company","sectors":["utility","internet_tv"],"description":"An outage, power surge, crew or installer damaged your property or caused losses such as spoiled food.","evidence":["photos","repair invoices or receipts","dates and outage reference numbers"],"steps":["Report the damage and ask for the company's claim form and deadline.","Submit the claim with photos and receipts. Keep the claim number.","If denied, ask for the reason in writing, then complain to the state utility commission."]},{"id":"disconnection","name":"Disconnection notice","sectors":["utility","internet_tv","wireless"],"description":"The company threatens to disconnect service.","evidence":["disconnection notice","account balance","hardship or medical documents if they apply"],"steps":["Call at once and ask for a payment plan or a hold while you dispute the bill.","Ask about medical, weather and hardship protections. State commissions set these rules.","Contact the state utility commission before the disconnection date."]}],"regulators":[{"id":"bbb","name":"Better Business Bureau","short_name":"BBB","level":"nonprofit","covers_sectors":["retail","subscription","lodging","travel_agency","car_rental","gig_delivery","shipping","fitness","wireless","internet_tv"],"covers_issues":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"website":"https://www.bbb.org","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"},{"id":"cfpb","name":"Consumer Financial Protection Bureau","short_name":"CFPB","level":"federal","covers_sectors":["bank","credit_union","payments","credit_bureau","student_loan"],"covers_issues":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","student_loan_servicing"],"website":"https://www.consumerfinance.gov","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."},{"id":"cms-no-surprises","name":"CMS No Surprises Help Desk","short_name":"No Surprises Help Desk","level":"federal","covers_sectors":["insurance_health"],"covers_issues":["surprise_medical_bill"],"website":"https://www.cms.gov/medical-bill-rights","when_to_use":"Use for an out-of-network surprise bill for emergency care, for care at an in-network hospital or surgery center, or for air ambulance. Uninsured or self-pay patients use the dispute process when a bill is at least $400 over the good faith estimate.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a No Surprises complaint","value":"https://www.cms.gov/medical-bill-rights/help/submit-a-complaint/get-started","purposes":["surprise_medical_bill"],"notes":"The form resets after 15 minutes of inactivity and the answers are deleted. Save the confirmation number.","source":"https://www.cms.gov/medical-bill-rights/help/submit-a-complaint","last_verified":"2026-10-12"},{"id":"complaint-update","type":"web_form","label":"Add documents to an existing complaint","value":"https://www.cms.gov/medical-bill-rights/help/submit-a-complaint/update","source":"https://www.cms.gov/medical-bill-rights/help/submit-a-complaint","last_verified":"2026-10-12"},{"id":"help-desk","type":"phone","label":"No Surprises Help Desk","value":"+1-800-985-3059","hours":"Phone support 7 days a week (hours not stated)","notes":"Help in English, Spanish and more than 350 other languages. Call with the confirmation number to check status.","source":"https://www.cms.gov/medical-bill-rights","last_verified":"2026-10-12"},{"id":"bill-dispute","type":"web_form","label":"Patient-provider bill dispute (uninsured or self-pay)","value":"https://nsa-idr.cms.gov/billdisputes/s/","purposes":["surprise_medical_bill"],"notes":"A $25 non-refundable fee applies. A mail or fax initiation form is at https://www.cms.gov/files/document/billing-dispute-initiation-form.pdf","source":"https://www.cms.gov/medical-bill-rights/help/dispute-a-bill","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Help Desk reviews the complaint and documents, and may investigate compliance with federal law or refer the complaint to another federal or state authority. If it needs more information it contacts you within 60 days.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights/help/submit-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"Attach the medical bill, a photo of the insurance card, and any explanation of benefits. If you have them, add the good faith estimate, a signed notice and consent form, provider letters, appeal decisions and evidence of coverage.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights/help/submit-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A patient-provider dispute needs an initial bill dated within the last 120 calendar days, from a provider or facility that charged at least $400 more than its good faith estimate, for care on or after January 1, 2022 that you did not use insurance to pay for.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights/help/dispute-a-bill","last_verified":"2026-10-12"},{"kind":"fee","claim":"The patient-provider dispute has a $25 non-refundable administrative fee and does not start until it is paid. If you win, the $25 is deducted from what you owe the provider.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights/help/dispute-a-bill","last_verified":"2026-10-12"},{"kind":"policy","claim":"The No Surprises Act protects you from unexpected out-of-network bills for emergency room visits, for non-emergency care at an in-network hospital, hospital outpatient department or ambulatory surgical center, and for air ambulance services.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights","last_verified":"2026-10-12"}],"notes":"The independent dispute resolution (IDR) process on cms.gov/nosurprises is a separate payment dispute process between providers and plans; it is not the patient complaint path. CMS lists no TTY or mailing address for the Help Desk."},{"id":"dol-ebsa","name":"U.S. Department of Labor, Employee Benefits Security Administration","short_name":"EBSA","level":"federal","covers_sectors":["insurance_health"],"covers_issues":["claim_denial","claim_delay"],"website":"https://www.dol.gov/agencies/ebsa","when_to_use":"Use for a problem with a private-sector employer health or retirement plan (ERISA plan), such as a denied or delayed claim, after you follow the plan's own claim and appeal steps. Government and church plans are generally not covered.","channels":[{"id":"health-plan-form","type":"web_form","label":"Request help from a Benefits Advisor (health plan)","value":"https://www.askebsa.dol.gov/WebIntake/home.aspx/info?id=3","purposes":["claim_denial","claim_delay"],"notes":"Asks for name, ZIP, state, phone, email, the last four digits of the Social Security number, and an attestation that you are the person the information applies to. The account holder must confirm this personally.","source":"https://beta.dol.gov/about/agencies/ebsa/ask-ebsa","last_verified":"2026-10-12"},{"id":"retirement-plan-form","type":"web_form","label":"Request help from a Benefits Advisor (retirement plan)","value":"https://www.askebsa.dol.gov/WebIntake/home.aspx/info?id=4","source":"https://beta.dol.gov/about/agencies/ebsa/ask-ebsa","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"EBSA Benefits Advisors","value":"+1-866-444-3272","source":"https://beta.dol.gov/about/agencies/ebsa/ask-ebsa","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"ERISA sets minimum standards for most voluntarily established retirement and health plans in private industry. In general it does not cover group health plans of government entities or church plans.","source":"https://www.dol.gov/general/topic/health-plans/erisa","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint under Title I of ERISA, expect a status report from the assigned benefits advisor every 30 days.","source":"https://www.askebsa.dol.gov/WebIntake/home.aspx/info?id=3","last_verified":"2026-10-12"},{"kind":"process","claim":"EBSA can help you understand your rights, but you should still review the plan documents and meet the plan's claim and appeal deadlines.","issues":["claim_denial"],"source":"https://www.askebsa.dol.gov/WebIntake/home.aspx/info?id=3","last_verified":"2026-10-12"}],"notes":"On 2026-10-12, www.askebsa.dol.gov and the old Ask EBSA page redirected to https://beta.dol.gov/about/agencies/ebsa/ask-ebsa, which links to the WebIntake forms above. EBSA regional offices: https://www.dol.gov/agencies/ebsa/about-ebsa/about-us/regional-offices"},{"id":"ed-fsa","name":"U.S. Department of Education, Federal Student Aid","short_name":"Federal Student Aid","level":"federal","covers_sectors":["student_loan"],"covers_issues":["student_loan_servicing"],"website":"https://studentaid.gov","when_to_use":"Use for a federal student loan problem (balance, status, payments, repayment plan) that the loan servicer did not fix. Identify the problem, contact the servicer, then ask the FSA Ombudsman Group for help.","channels":[{"id":"ombudsman","type":"web_form","label":"FSA Ombudsman Group (prepare and submit a dispute)","value":"https://studentaid.gov/feedback-ombudsman/disputes/prepare","purposes":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"id":"information-center","type":"phone","label":"Federal Student Aid Information Center","value":"+1-800-433-3243","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"information-center-tty","type":"phone","label":"Federal Student Aid Information Center, TTY","value":"+1-800-730-8913","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"defaulted-loans","type":"phone","label":"Defaulted loans","value":"+1-800-621-3115","notes":"TTY for defaulted loans is 1-877-825-9923.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Federal Student Aid customer service email","value":"customerservice@studentaid.gov","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Federal Student Aid Information Center mailing address","value":"PO Box 1854, Monticello, KY 42633","notes":"USA.gov lists this as the main address. It does not say it is a complaint address.","source":"https://www.usa.gov/agencies/federal-student-aid-information-center","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you disagree with your loan servicer about the balance or status of your loan, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group.","issues":["student_loan_servicing"],"source":"https://www.usa.gov/student-loan-problems","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"studentaid.gov did not respond to automated page reads on 2026-10-12, so the Feedback Center form, Ombudsman phone and response times could not be confirmed, and the effect of the 2025-2026 Department of Education reorganization on complaint handling was not verified. Values above come from USA.gov."},{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","short_name":"FCC","level":"federal","covers_sectors":["wireless","internet_tv"],"covers_issues":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"website":"https://www.fcc.gov","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."},{"id":"fdic","name":"Federal Deposit Insurance Corporation, Consumer Response Unit","short_name":"FDIC","level":"federal","covers_sectors":["bank"],"covers_issues":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"website":"https://www.fdic.gov","when_to_use":"Use for a complaint about a state-chartered bank that is not a member of the Federal Reserve System, after the bank did not fix it. Complaints against banks must be in writing; the phone line is for general questions.","channels":[{"id":"support-center","type":"web_form","label":"FDIC Information and Support Center (submit a complaint or request help)","value":"https://ask.fdic.gov/fdicinformationandsupportcenter/s/?language=en_US","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Opens a case for inquiries or complaints about financial institutions, bank failures and deposit insurance.","source":"https://www.fdic.gov/contact","last_verified":"2026-10-12"},{"id":"contact-center","type":"phone","label":"FDIC Contact Center (1-877-ASK-FDIC)","value":"+1-877-275-3342","hours":"Monday to Friday 8:00 a.m. to 6:00 p.m. ET; Saturday 8:00 a.m. to 1:00 p.m. ET; closed Sunday and federal holidays","notes":"General inquiries only. A complaint against a bank must be submitted in writing.","source":"https://www.fdic.gov/contact","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer complaint mailing address","value":"1100 Walnut Street, Box","notes":"Address shown on the FDIC consumer complaint process page. The page does not give an addressee line.","source":"https://www.fdic.gov/consumer-resource-center/consumer-complaint-process","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FDIC enforces federal consumer protection laws at state-chartered banks that are not members of the Federal Reserve System. Other regulators handle other banks.","source":"https://www.fdic.gov/consumer-resource-center/consumer-complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"The Consumer Response Unit investigates complaints about FDIC-supervised banks and may send the complaint to the bank for review and response. Matters outside FDIC jurisdiction get a direct response or a referral.","source":"https://www.fdic.gov/consumer-resource-center/consumer-complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Consumer Response Unit acknowledges a complaint within 14 days when a full response will take longer, and generally responds within 60 days when it contacts the bank.","source":"https://www.fdic.gov/consumer-resource-center/consumer-complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, email and mailing address, the bank's full name and address (check it in BankFind), and a written description of the issues in the order they occurred, with names, phone numbers, dates and transaction amounts.","source":"https://www.fdic.gov/consumer-resource-center/consumer-complaint-process","last_verified":"2026-10-12"}],"notes":"Find which agency supervises a bank with BankFind at https://banks.data.fdic.gov/bankfind-suite/bankfind. The FDIC consumer complaint process page was last updated 2025-08-14. The support center page is a script-driven app and may not load for automated agents."},{"id":"federal-reserve","name":"Federal Reserve Consumer Help","short_name":"Federal Reserve","level":"federal","covers_sectors":["bank"],"covers_issues":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"website":"https://www.federalreserveconsumerhelp.gov","when_to_use":"Use for a complaint about a financial institution supervised by the Federal Reserve System. If you do not know the bank's regulator, Federal Reserve Consumer Help refers the complaint or tells you where to file, but filing directly with the bank's own regulator is faster.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Give a brief description with dates and names. Do not include account numbers or Social Security numbers, and do not attach documents.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Federal Reserve Consumer Help","value":"+1-888-851-1920","hours":"8 a.m. to 6 p.m. CST","notes":"TTY users can call through 7-1-1 relay service.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mailing address","value":"Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480","notes":"Fax 1-877-888-2520 is also listed.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The complaint is reviewed and forwarded to the appropriate regulator when applicable. The regulator contacts you if it needs more information.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"Filing directly with the bank's regulator is the most efficient way. Use FDIC BankFind to find the regulator; brokerage complaints go to FINRA and securities or crypto complaints go to the SEC.","source":"https://www.federalreserveconsumerhelp.gov/","last_verified":"2026-10-12"}],"notes":"An announcement shown from 2026-03-13 to 2026-12-31 asks consumers to file directly with the agency that oversees their institution. The site does not state a response time."},{"id":"finra","name":"Financial Industry Regulatory Authority","short_name":"FINRA","level":"nonprofit","covers_sectors":[],"website":"https://www.finra.org","when_to_use":"Use for a complaint about a brokerage firm or broker after you complained to the firm's branch manager or compliance department. To recover money, consider FINRA arbitration; a FINRA complaint alone may not get you paid.","channels":[{"id":"investor-complaint-center","type":"web_form","label":"FINRA Investor Complaint Center","value":"https://investor-complaints.datacollection.finra.org","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"senior-helpline","type":"phone","label":"FINRA Securities Helpline for Seniors (844-57-HELPS)","value":"+1-844-574-3577","hours":"Monday to Friday, 9 a.m. to 5 p.m. ET","notes":"For senior investors with questions or concerns about brokerage accounts. Staff may call back or refer you to another regulator.","source":"https://www.finra.org/investors/need-help/helpline-seniors","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"FINRA general inquiries","value":"+1-301-590-6500","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"arbitration-claim","type":"web_form","label":"File an arbitration or mediation claim","value":"https://www.finra.org/arbitration-mediation/file-claim#arbitration","notes":"Cases are handled in the DR Portal (https://drportal.finra.org/), which needs a login.","source":"https://www.finra.org/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"FINRA investigates complaints against brokerage firms and their employees and can take disciplinary action, such as fines, suspensions and bars from the industry.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA gives no assurance that its action will return funds or securities to you, and relying only on its investigation may close other avenues of redress.","source":"https://www.finra.org/investors/have-problem/file-complaint/questions-ask-you-file-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"If you lost money or there was an unauthorized trade, complain in writing to the firm first and keep copies of all correspondence.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA no longer accepts complaints by fax.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A claim is not eligible for FINRA arbitration once six years have passed from the occurrence or event that gave rise to it.","source":"https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206","last_verified":"2026-10-12"}],"notes":"FINRA is not a government agency. It is a private not-for-profit membership organization that works under the supervision of the SEC. If FINRA does not have jurisdiction, it may pass the complaint to another regulator, which can delay it. Check a broker in BrokerCheck: https://brokercheck.finra.org"},{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","short_name":"FMC CADRS","level":"federal","covers_sectors":["cruise"],"covers_issues":["refund_request","travel_credit","company_shutdown","safety_incident"],"website":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."},{"id":"fmcsa","name":"Federal Motor Carrier Safety Administration","short_name":"FMCSA","level":"federal","covers_sectors":["ground_transport"],"website":"https://www.fmcsa.dot.gov","when_to_use":"Use to report an interstate household goods mover or bus company through the National Consumer Complaint Database. To get money back for lost or damaged goods, also file a written claim with the mover and use the mover's arbitration program.","channels":[{"id":"nccdb","type":"web_form","label":"National Consumer Complaint Database (movers and bus companies)","value":"https://nccdb.fmcsa.dot.gov/","notes":"Script-driven web app; it may not load for automated agents.","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"FMCSA consumer complaints line","value":"+1-888-368-7238","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"},{"id":"information-line","type":"phone","label":"FMCSA information line","value":"+1-800-832-5660","source":"https://www.usa.gov/agencies/federal-motor-carrier-safety-administration","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"An interstate carrier may not give you less than 9 months to file a loss or damage claim against it, or less than 2 years to sue after it gives written notice that it disallowed the claim.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/uscode/text/49/14706","last_verified":"2026-10-12"},{"kind":"process","claim":"A household goods mover must have an arbitration program for individual shippers for loss and damage disputes. Arbitration is binding for claims of $10,000 or less if the shipper requests it.","issues":["damaged_item"],"source":"https://www.law.cornell.edu/cfr/text/49/375.211","last_verified":"2026-10-12"}],"notes":"fmcsa.dot.gov and protectyourmove.gov blocked automated page reads on 2026-10-12, so FMCSA's own description of what it does with a complaint (enforcement only, or help with the dispute) was not confirmed. Contact details come from USA.gov. USA.gov also lists a consumer-complaint TTY number that could not be confirmed on an FMCSA page, so it is left out."},{"id":"ftc","name":"Federal Trade Commission","short_name":"FTC","level":"federal","covers_sectors":["subscription","retail","lodging","travel_agency","car_rental","gig_delivery","shipping","fitness","payments","credit_bureau"],"covers_issues":["fraud","unauthorized_charge","cancel_service"],"website":"https://www.ftc.gov","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."},{"id":"hhs-ocr","name":"HHS Office for Civil Rights","short_name":"HHS OCR","level":"federal","covers_sectors":["insurance_health"],"covers_issues":["privacy_request"],"website":"https://www.hhs.gov/ocr/index.html","when_to_use":"Use for a violation of health information privacy or security (HIPAA, including breach notification), or for civil rights or conscience discrimination by a health care provider or plan. File within 180 days.","channels":[{"id":"complaint-portal","type":"web_form","label":"OCR Complaint Portal","value":"https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf","purposes":["privacy_request"],"notes":"Complaint types are civil rights and conscience, HIPAA privacy/security/breach notification, and Part 2 substance use disorder records.","source":"https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"OCR Customer Response Center","value":"+1-800-368-1019","source":"https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf","last_verified":"2026-10-12"},{"id":"tdd","type":"phone","label":"OCR Customer Response Center, TDD","value":"+1-800-537-7697","source":"https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"OCR email","value":"OCRMail@hhs.gov","notes":"Listed on the complaint portal. The portal is the main filing path.","source":"https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"A complaint must be filed within 180 days of the alleged violation. For HIPAA, the 180 days can run from when you knew or should have known of it, and the Secretary can waive the limit for good cause.","issues":["privacy_request"],"source":"https://www.law.cornell.edu/cfr/text/45/160.306","last_verified":"2026-10-12"},{"kind":"process","claim":"A HIPAA complaint must be in writing (paper or electronic), name the person or entity complained about, and describe the acts or omissions believed to violate the rules.","issues":["privacy_request"],"source":"https://www.law.cornell.edu/cfr/text/45/160.306","last_verified":"2026-10-12"},{"kind":"process","claim":"Not every complaint results in an investigation, and OCR cannot contact every complainant.","source":"https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf","last_verified":"2026-10-12"}],"notes":"You may file for yourself or for someone else. The portal lists fax (202) 619-3818. hhs.gov blocked automated page reads on 2026-10-12, so the OCR complaint mailing address and any 2025-2026 regional office changes were not confirmed."},{"id":"ncua","name":"National Credit Union Administration, Consumer Assistance Center","short_name":"NCUA","level":"federal","covers_sectors":["credit_union"],"covers_issues":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"website":"https://mycreditunion.gov","when_to_use":"Use for a complaint about a federal credit union, or some federally insured state-chartered credit unions, after you tried to resolve it with the credit union. The credit union first gets 60 calendar days to resolve it.","channels":[{"id":"complaint-portal","type":"web_form","label":"Submit a complaint (Consumer Assistance Center)","value":"https://complaint.mycreditunion.gov/Complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Assistance Center","value":"+1-800-755-1030","hours":"Monday to Friday, 8 a.m. to 5 p.m. ET","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Assistance Center mailing address","value":"NCUA Consumer Assistance Center, 1775 Duke Street, Alexandria, VA 22314-3418","source":"https://mycreditunion.gov/about/consumer-assistance-center/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws. It forwards other complaints to the right federal or state regulator.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Allow 10 business days for acknowledgment. The CAC forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the CAC starts a formal investigation.","source":"https://mycreditunion.gov/consumer-assistance-center","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you disagree with the credit union's response, tell the CAC in writing within 30 calendar days of the credit union's letter. An appeal of a CAC determination goes in writing to the Director of the Division of Consumer Affairs within 30 days of the determination letter.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your name, address and phone, the credit union's full name and address, the staff you dealt with and dates, copies of correspondence, a clear description, and the resolution you want. Remove Social Security, card and account numbers from documents.","source":"https://mycreditunion.gov/about/consumer-assistance-center/compliant-process","last_verified":"2026-10-12"}]},{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","short_name":"OCC","level":"federal","covers_sectors":["bank"],"covers_issues":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"website":"https://www.helpwithmybank.gov","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."},{"id":"sec","name":"U.S. Securities and Exchange Commission","short_name":"SEC","level":"federal","covers_sectors":[],"covers_issues":["fraud"],"website":"https://www.sec.gov","when_to_use":"Use for a problem with an investment account or the firm or person managing it, or to report possible securities fraud. Complaints about a brokerage firm can also go to FINRA.","channels":[{"id":"investor-complaint-form","type":"web_form","label":"Investor Complaint Form (problem with an investment account or financial professional)","value":"https://help.sec.gov/s/investor-complaint","notes":"The older link https://www.sec.gov/oiea/Complaint.html redirects here.","source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"},{"id":"tcr-form","type":"web_form","label":"Tips, Complaints and Referrals (TCR) form for possible securities law violations","value":"https://www.sec.gov/submit-tip-or-complaint/tcr-disclaimer","purposes":["fraud"],"notes":"The form opens only after the user clicks \"I Accept\" on terms of use. Ask the person before accepting.","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"investor-question-form","type":"web_form","label":"Ask an investment-related question","value":"https://help.sec.gov/s/questions-and-feedback","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"oiea-phone","type":"phone","label":"Office of Investor Education and Assistance","value":"+1-202-551-6500","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"},{"id":"oiea-email","type":"email","label":"Office of Investor Education and Assistance email","value":"help@sec.gov","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Staff evaluate tips about securities law violations but are generally unable to comment on any action taken on a tip or complaint. The SEC investigates on a confidential basis.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If the issue is a dispute with your broker, the SEC will likely need to share your identity with that broker.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If you suspect a scam, stop communicating with the people involved and do not give them any money.","issues":["fraud"],"source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"}],"notes":"No sector in this registry is for investments, so covers_sectors is empty. State securities regulators: https://www.nasaa.org/contact-your-regulator/. The SEC tip pages list no mailing address or fax. Problems with a stock exchange or FINRA itself go to https://www.sec.gov/submit-tip-or-complaint/report-problem-sec-or-self-regulatory-organization."},{"id":"tsa","name":"Transportation Security Administration","short_name":"TSA","level":"federal","covers_sectors":["airline"],"covers_issues":["damaged_baggage","accessibility"],"website":"https://www.tsa.gov","when_to_use":"Use for property lost or damaged, or an injury, during TSA security screening, and for complaints about screening or TSA staff. A bag the airline lost or delayed is the airline's claim, not TSA's.","channels":[{"id":"claim-package","type":"web_form","label":"TSA claim package (SF-95 tort claim forms)","value":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","purposes":["damaged_baggage"],"notes":"Printable PDF package. Sign the forms and send them by mail or fax as the package instructs. A signature is required, so the claimant must complete it.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"TSA Claims Office email","value":"TSAClaimsOffice@tsa.dhs.gov","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"claim-status","type":"web_form","label":"Check claim status","value":"https://apps.tsa.dhs.gov/cmsstatus/","notes":"Needs the control number from TSA's acknowledgment letter.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"TSA complaint form (screening, customer service, missing or damaged items, civil rights, TSA Cares, PreCheck)","value":"https://www.tsa.gov/contact-center/form/complaints","purposes":["damaged_baggage","accessibility"],"notes":"The filer declares under penalty of perjury that the complaint is true, so the traveler must confirm it.","source":"https://www.usa.gov/travel-complaints","last_verified":"2026-10-12"},{"id":"contact-center","type":"phone","label":"TSA Contact Center","value":"+1-866-289-9673","hours":"Representatives 8 a.m. to 11 p.m. ET weekdays; 9 a.m. to 8 p.m. ET weekends and holidays. Automated information anytime.","source":"https://www.tsa.gov/contact/customer-service","last_verified":"2026-10-12"},{"id":"asktsa-text","type":"sms","label":"AskTSA by text (text \"Travel\" to 275-872)","value":"275872","hours":"Live assistance 8 a.m. to 6 p.m. ET","source":"https://www.tsa.gov/contact/customer-service","last_verified":"2026-10-12"},{"id":"tsa-cares","type":"web_form","label":"TSA Cares (request screening assistance)","value":"https://www.tsa.gov/contact-center/form/cares","purposes":["accessibility"],"notes":"TSA Cares phone requests go to the TSA Contact Center number.","source":"https://www.tsa.gov/travel/tsa-cares","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Send the claim to TSA in writing, stating the circumstances and the exact amount you claim, within two (2) years of the incident.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"The claim must include proof of the loss or damage and evidence of TSA negligence. If the airline caused it, file with the airline instead.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"TSA sends an acknowledgment letter with a control number four to six weeks after submission. Allow up to six months for the investigation; claims that need a law enforcement investigation can take longer.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"If TSA denies the claim or does not resolve it within six months of the date it was properly presented, you may sue in U.S. District Court. The Federal Tort Claims Act governs the claim.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"At some airports, private companies do the screening. Check TSA's External Claims list on the claims page before filing.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"Claims are often denied when TSA officers did not open the bag for physical inspection.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A civil rights complaint must be filed within 180 days of the alleged discrimination.","source":"https://www.tsa.gov/contact-center/form/complaints","last_verified":"2026-10-12"}],"notes":"Lost or missing checked baggage goes to the airline. Items left at a checkpoint: https://www.tsa.gov/contact/lost-and-found. The claim package PDF was last modified 2025-05-16. TSA's claim mailing address and fax number are in the PDF form images and were not extracted."},{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","short_name":"DOT OACP","level":"federal","covers_sectors":["airline","travel_agency"],"covers_issues":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"website":"https://www.transportation.gov/airconsumer","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."},{"id":"usps-oig","name":"USPS Office of Inspector General","short_name":"USPS OIG","level":"federal","covers_sectors":["shipping"],"website":"https://www.uspsoig.gov/","when_to_use":"Use to report a USPS employee suspected of stealing or tampering with mail. For delivery delays, lost packages and other service problems, go to USPS customer service first; for mail fraud and mail theft by others, report to the Postal Inspection Service.","channels":[{"id":"oig-contact","type":"web_form","label":"USPS OIG contact page (report employee mail theft or tampering)","value":"https://www.uspsoig.gov/contact-us","notes":"uspsoig.gov refused automated page reads (HTTP 406) on 2026-10-12, so the hotline form and phone number were not confirmed.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-help","type":"web_form","label":"USPS customer service online form (not OIG) for delivery and service problems","value":"https://emailus.usps.com/s/","notes":"This is USPS itself, not the OIG. Use it first for delivery delays, lost mail and service issues.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"usps-customer-care","type":"phone","label":"USPS Customer Care, 1-800-ASK-USPS (not OIG)","value":"+1-800-275-8777","hours":"Monday to Friday 8 a.m. to 8:30 p.m. ET; Saturday 8 a.m. to 6 p.m. ET","notes":"This is USPS itself, not the OIG. TTY users dial 7-1-1 for relay.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"uspis-mail-theft","type":"web_form","label":"U.S. Postal Inspection Service report form (mail theft, not OIG)","value":"https://report.uspis.gov/","notes":"Postal Inspection Service, a separate USPS law enforcement unit. Phone 1-877-876-2455.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-consumer-advocate","type":"mail","label":"USPS Office of the Consumer Advocate (not OIG)","value":"USPS Office of the Consumer Advocate, 475 L'Enfant Plaza SW, Room 4012, Washington, DC 20260-2200","source":"https://www.usa.gov/agencies/u-s-postal-service","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Contact the USPS OIG to report USPS employees suspected of tampering with or stealing mail.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"For delivery delays or service issues, use the USPS help pages. For comments about USPS personnel, facilities or services, use the USPS inquiry form.","issues":["lost_package","late_delivery"],"source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"Mail fraud, mail theft, counterfeit postage and identity theft through the mail are reported to the U.S. Postal Inspection Service, not the OIG.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"}],"notes":"Who handles what: USPS customer service (1-800-ASK-USPS, emailus.usps.com) handles delivery delays, lost or damaged mail and claims (https://www.usps.com/help/claims.htm). The Postal Inspection Service (uspis.gov) takes reports of mail fraud and mail theft. The OIG takes reports of USPS employees stealing or tampering with mail; do not send it routine service complaints."}],"states":[{"id":"ak","name":"Alaska","agencies":[{"id":"ak-ag","kind":"attorney_general","name":"Alaska Department of Law, Consumer Protection Unit","website":"https://law.alaska.gov/department/civil/consumer/cp_complaint.html","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://law.alaska.gov/department/civil/consumer/complaint-form.html","access":"open","source":"https://law.alaska.gov/department/civil/consumer/cp_complaint.html","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Unit","value":"+1-907-269-5200","source":"https://law.alaska.gov/department/civil/consumer/cp_complaint.html","last_verified":"2026-10-12"},{"id":"hotline-toll-free","type":"phone","label":"Consumer Protection Unit (toll-free outside Anchorage)","value":"+1-888-576-2529","notes":"Toll-free outside Anchorage.","source":"https://law.alaska.gov/department/civil/consumer/cp_complaint.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Unit email","value":"consumerprotection@alaska.gov","source":"https://law.alaska.gov/department/civil/consumer/cp_complaint.html","last_verified":"2026-10-12"}]},{"id":"ak-puc","kind":"utility_commission","name":"Regulatory Commission of Alaska, Consumer Protection and Information Section","covers_sectors":["utility"],"website":"https://rca.alaska.gov/RCAWeb/ContactUs/ContactInfo.aspx","channels":[{"id":"complaint-form","type":"web_form","label":"Informal complaint form","value":"https://rca.alaska.gov/RCAWeb/ForConsumers/SubmitInformalComplaint.aspx","access":"open","notes":"Do not put social security, account or card numbers on the form; filings may become public record after the informal investigation.","source":"https://rca.alaska.gov/RCAWeb/ForConsumers/SubmitInformalComplaint.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection mailbox","value":"cp.mail@alaska.gov","source":"https://rca.alaska.gov/RCAWeb/ContactUs/ContactInfo.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Regulatory Commission of Alaska (Anchorage)","value":"+1-907-276-6222","source":"https://rca.alaska.gov/RCAWeb/ContactUs/ContactInfo.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Regulatory Commission of Alaska (toll-free)","value":"+1-800-390-2782","notes":"In-state only (outside Anchorage, within Alaska).","source":"https://rca.alaska.gov/RCAWeb/ContactUs/ContactInfo.aspx","last_verified":"2026-10-12"}],"notes":"Try to resolve the problem with the utility first. The RCA says that, due to federal preemption, it does not regulate cable, internet or wireless services, and Senate Bill 83 (effective November 27, 2019) limits its telecom complaint work. The rca.alaska.gov site blocks automated fetches; values were confirmed from search snippets of the official pages."},{"id":"ak-insurance","kind":"insurance_department","name":"Alaska Division of Insurance, Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.commerce.alaska.gov/web/ins/Consumers/Complaints/FileAComplaint.aspx","channels":[{"id":"email","type":"email","label":"Complaint form by email","value":"insurance@alaska.gov","notes":"Send the Insurance Inquiry / Consumer Complaint Form (PDF https://www.commerce.alaska.gov/web/portals/11/pub/Consumers/complaint-form.pdf). Documentation must be received within 10 days of filing or the case can be closed.","source":"https://www.commerce.alaska.gov/web/portals/11/pub/Consumers/complaint-form.pdf","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint form by mail","value":"Alaska Division of Insurance, Attn. Consumer Services, 550 West 7th Avenue, Suite 1560, Anchorage, AK 99501","source":"https://www.commerce.alaska.gov/web/portals/11/pub/Consumers/complaint-form.pdf","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services Office (Anchorage)","value":"+1-907-269-7900","source":"https://www.commerce.alaska.gov/web/portals/11/pub/Consumers/complaint-form.pdf","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services Office (toll-free)","value":"+1-800-467-8725","notes":"In-state only, outside Anchorage.","source":"https://www.commerce.alaska.gov/web/Portals/11/Pub/INS_HomeownersInsuranceGuide.pdf","last_verified":"2026-10-12"}],"notes":"The division also has an online filing link on its File a Consumer Complaint page, but commerce.alaska.gov blocks automated fetches, so the online form URL is not recorded."},{"id":"ak-financial","kind":"financial_regulator","name":"Alaska Division of Banking and Securities","covers_sectors":["bank","credit_union","payments","student_loan"],"channels":[{"id":"mail","type":"mail","label":"General complaint form by mail","value":"Division of Banking & Securities, 550 W. 7th Avenue, Suite 1850, Anchorage, Alaska 99501","notes":"Use the PDF general complaint form https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf. It covers state-chartered banks, credit unions and trust companies among other licensees.","source":"https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Division of Banking and Securities","value":"+1-907-269-8140","source":"https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf","last_verified":"2026-10-12"}]}]},{"id":"al","name":"Alabama","agencies":[{"id":"al-ag","kind":"attorney_general","name":"Alabama Attorney General, Consumer Interest Division","website":"https://www.alabamaag.gov/consumer-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://www.alabamaag.gov/consumer-complaint/","access":"open","notes":"The form is on this page. Supplemental documents can go to ConsumerInterest@AlabamaAG.gov after filing.","source":"https://www.alabamaag.gov/consumer-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline (toll-free)","value":"+1-800-392-5658","source":"https://www.alabamaag.gov/consumer-complaint/","last_verified":"2026-10-12"},{"id":"hotline-local","type":"phone","label":"Consumer hotline (local)","value":"+1-334-242-7335","source":"https://www.alabamaag.gov/consumer-complaint/","last_verified":"2026-10-12"}]},{"id":"al-puc","kind":"utility_commission","name":"Alabama Public Service Commission, Consumer Services Section","covers_sectors":["utility"],"website":"https://psc.alabama.gov/consumers/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form","value":"https://psc.alabama.gov/file-a-complaint/","access":"open","source":"https://psc.alabama.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free)","value":"+1-800-392-8050","hours":"8 a.m. to 5 p.m., Monday through Friday (excluding holidays)","source":"https://psc.alabama.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services (local)","value":"+1-334-242-5211","hours":"8 a.m. to 5 p.m., Monday through Friday (excluding holidays)","source":"https://psc.alabama.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Written complaint","value":"Alabama Public Service Commission, Attn. Consumer Service Section, PO Box 304260, Montgomery, AL 36130","source":"https://psc.alabama.gov/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"The commission asks consumers to contact the utility first. It does not regulate electric cooperatives, most water companies, municipal utilities, wireless services, cable TV systems, or the Tennessee Valley Authority, and cannot resolve complaints about them."},{"id":"al-insurance","kind":"insurance_department","name":"Alabama Department of Insurance, Consumer Services Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://aldoi.gov/consumers/filecomplaint.aspx","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=al","access":"open","notes":"Contact the insurer or producer first.","source":"https://aldoi.gov/consumers/filecomplaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free)","value":"+1-800-433-3966","source":"https://aldoi.gov/contactus.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services (local)","value":"+1-334-241-4141","source":"https://aldoi.gov/contactus.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"ConsumerServices@insurance.alabama.gov","source":"https://aldoi.gov/contactus.aspx","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"A denied health insurance claim has a first-level internal appeal with the insurer, then a second-level external review by an independent third party.","source":"https://aldoi.gov/currentnewsitem.aspx?ID=1317","last_verified":"2026-10-12"}],"notes":"The department does not act when the consumer has an attorney."},{"id":"al-financial","kind":"financial_regulator","name":"Alabama State Banking Department","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://banking.alabama.gov/con_affairs/file-a-complaint/","channels":[{"id":"email","type":"email","label":"Consumer Affairs, complaints about banks","value":"Consumer.Banking@banking.alabama.gov","notes":"Complete the PDF complaint form https://banking.alabama.gov/wp-content/uploads/2023/06/ComplaintForm_Apr09.pdf and send it.","source":"https://banking.alabama.gov/con_affairs/file-a-complaint/","last_verified":"2026-10-12"},{"id":"email-lending","type":"email","label":"Consumer Lending, complaints about finance, mortgage, pawn and payday lenders","value":"Consumer.Lending@banking.alabama.gov","source":"https://banking.alabama.gov/con_affairs/file-a-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint form by mail (banks)","value":"State of Alabama, State Banking Department, ATTN Consumer Affairs, P.O. Box 4600, Montgomery, AL 36103-4600","source":"https://banking.alabama.gov/con_affairs/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"State Banking Department (toll-free)","value":"+1-866-465-2279","source":"https://banking.alabama.gov/con_affairs/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"No online form. The department takes a PDF complaint form by email or mail."}]},{"id":"ar","name":"Arkansas","agencies":[{"id":"ar-ag","kind":"attorney_general","name":"Arkansas Attorney General, Consumer Protection Division","website":"https://arkansasag.gov/divisions/public-protection/consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://arkansasag.gov/file-a-complaint/","access":"captcha","notes":"The fillable form is on this page and is protected by reCAPTCHA. Supporting documents can be faxed to (501) 683-2520 or mailed to 101 West Capitol Avenue, Little Rock, AR 72201.","source":"https://arkansasag.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer complaints (toll-free)","value":"+1-800-482-8982","source":"https://arkansasag.gov/divisions/public-protection/consumer-protection/","last_verified":"2026-10-12"}]},{"id":"ar-puc","kind":"utility_commission","name":"Arkansas Public Service Commission, Consumer Services","covers_sectors":["utility"],"website":"https://apsc.arkansas.gov/filing-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"File a Complaint form","value":"https://apsc.arkansas.gov/consumer-services/contact-form/","access":"open","source":"https://apsc.arkansas.gov/filing-a-complaint/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Complaints phone","value":"+1-501-682-1718","source":"https://apsc.arkansas.gov/filing-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Arkansas PSC (toll-free)","value":"+1-800-482-1164","source":"https://apsc.arkansas.gov/filing-a-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Services by mail","value":"Arkansas Public Service Commission, Consumer Services, P.O. Box 400, Little Rock, AR 72203-0400","source":"https://apsc.arkansas.gov/filing-a-complaint/","last_verified":"2026-10-12"}],"notes":"The APSC regulates electric, gas and telephone service and larger water companies. It does not regulate municipally owned electric, gas, water or sewer utilities. Its complaint page does not mention cable, wireless or internet service. Before a formal complaint, you must give the utility a good-faith chance to resolve the problem."},{"id":"ar-insurance","kind":"insurance_department","name":"Arkansas Insurance Department, Consumer Services Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.arkansas.gov/consumer-assistance/consumer-services/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=AR","access":"open","source":"https://insurance.arkansas.gov/consumer-assistance/consumer-services/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free)","value":"+1-800-852-5494","source":"https://insurance.arkansas.gov/consumer-assistance/consumer-services/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services","value":"+1-501-371-2640","source":"https://insurance.arkansas.gov/consumer-assistance/consumer-services/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Services Division by mail","value":"Arkansas Insurance Department, Consumer Services Division, 1 Commerce Way, Suite 102, Little Rock, AR 72202-2087","source":"https://insurance.arkansas.gov/consumer-assistance/consumer-services/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"The department has an External Review page at https://insurance.arkansas.gov/consumer-assistance/consumer-services/external-review/ but its content could not be read."}]},{"id":"az","name":"Arizona","agencies":[{"id":"az-ag","kind":"attorney_general","name":"Arizona Attorney General, Consumer Information and Complaints","website":"https://www.azag.gov/complaints/consumer","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://consumer-complaint.azag.gov/publiccomplaint/begin.aspx","access":"open","notes":"Spanish version at https://consumer-complaint.azag.gov/publiccomplaint/begin.aspx?lang=es","source":"https://www.azag.gov/complaints/consumer","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Information and Complaints (Phoenix)","value":"+1-602-542-5763","source":"https://www.azag.gov/complaints/consumer","last_verified":"2026-10-12"},{"id":"hotline-tucson","type":"phone","label":"Consumer Information and Complaints (Tucson)","value":"+1-520-628-6648","source":"https://www.azag.gov/complaints/consumer","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Written complaint (Phoenix office)","value":"Office of the Attorney General, Consumer Information and Complaints, 2005 N Central Ave, Phoenix, AZ 85004","source":"https://www.azag.gov/complaints/consumer","last_verified":"2026-10-12"}]},{"id":"az-puc","kind":"utility_commission","name":"Arizona Corporation Commission, Utilities Division Consumer Services","covers_sectors":["utility"],"website":"https://azcc.gov/utilities/consumer-services","channels":[{"id":"complaint-form","type":"web_form","label":"Online utility complaint form","value":"https://efiling.azcc.gov/online-services/utilities-complaint-external","access":"open","source":"https://azcc.gov/utilities/consumer-services","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Utilities Division Consumer Services (Phoenix)","value":"+1-602-542-4251","source":"https://azcc.gov/utilities/consumer-services","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone-tucson","type":"phone","label":"Utilities Division Consumer Services (Tucson)","value":"+1-520-628-6550","source":"https://azcc.gov/utilities/consumer-services","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Utilities Division Consumer Services (toll-free)","value":"+1-800-222-7000","notes":"In-state only.","source":"https://azcc.gov/utilities/consumer-services","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Utilities Division email","value":"UtilitiesDiv@azcc.gov","source":"https://azcc.gov/utilities/consumer-services","last_verified":"2026-10-12"}],"notes":"Contact the utility first. Consumer Services cannot handle complaints about cable TV, satellite TV, or internet service or providers."},{"id":"az-insurance","kind":"insurance_department","name":"Arizona Department of Insurance and Financial Institutions (DIFI), Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://difi.az.gov/file-a-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (online form)","value":"https://difi.az.gov/file-a-complaint","notes":"The online system allows only one chance to attach documents. A third party (including a spouse) needs a Third Party Consent Form.","source":"https://difi.az.gov/file-a-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services","value":"+1-602-364-2499","hours":"Monday - Friday, 9 AM - 4 PM (except state-observed holidays)","source":"https://difi.az.gov/faq/where-can-consumers-turn-help-or-file-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free, outside Phoenix)","value":"+1-800-325-2548","source":"https://difi.az.gov/faq/where-can-consumers-turn-help-or-file-complaint","last_verified":"2026-10-12"}],"notes":"Contact the insurer first. Values confirmed from official search snippets; difi.az.gov blocks automated page fetches."},{"id":"az-financial","kind":"financial_regulator","name":"Arizona Department of Insurance and Financial Institutions (DIFI), Financial Institutions","covers_sectors":["bank","credit_union","payments"],"website":"https://difi.az.gov/file-a-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (online form)","value":"https://difi.az.gov/file-a-complaint","notes":"Look up the entity's license number and exact name (az.gov License Search) and include it.","source":"https://difi.az.gov/file-a-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Financial institutions complaint form by email","value":"financial.institutions@difi.az.gov","notes":"Send the fillable PDF form https://difi.az.gov/sites/default/files/FI%20complaint%20form%204.4.2024%20fillable2%20-.pdf with supporting documents.","source":"https://difi.az.gov/sites/default/files/FI%20complaint%20form%204.4.2024%20fillable2%20-.pdf","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Financial Institutions","value":"+1-602-771-2800","source":"https://difi.az.gov/sites/default/files/FI%20complaint%20form%204.4.2024%20fillable2%20-.pdf","last_verified":"2026-10-12"}],"notes":"Has authority over Arizona state-chartered banks and credit unions and licensed financial enterprises, not all banks and credit unions in Arizona. National banks go to the OCC, federal credit unions to the NCUA. Values confirmed from official search snippets."}]},{"id":"ca","name":"California","agencies":[{"id":"ca-ag","kind":"attorney_general","name":"California Attorney General, Public Inquiry Unit","website":"https://oag.ca.gov/consumers","channels":[{"id":"complaint-form","type":"web_form","label":"Complaint against a business or company","value":"https://oag.ca.gov/contact/consumer-complaint-against-business-or-company","access":"open","notes":"A printable version (https://oag.ca.gov/sites/all/files/agweb/pdfs/contact/business_corpform.pdf) can be mailed instead.","source":"https://oag.ca.gov/contact/consumer-complaint-against-business-or-company","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Public Inquiry Unit (toll-free)","value":"+1-800-952-5225","notes":"In-state only (toll-free in California).","source":"https://oag.ca.gov/contact","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Public Inquiry Unit","value":"+1-916-210-6276","source":"https://oag.ca.gov/contact","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Public Inquiry Unit by mail","value":"Attorney General's Office, California Department of Justice, Attn. Public Inquiry Unit, P.O. Box 944255, Sacramento, CA 94244-2550","source":"https://oag.ca.gov/contact","last_verified":"2026-10-12"}]},{"id":"ca-puc","kind":"utility_commission","name":"California Public Utilities Commission, Consumer Affairs Branch","covers_sectors":["utility"],"website":"https://www.cpuc.ca.gov/consumer-support/file-a-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint online","value":"https://cims.cpuc.ca.gov/complaints/Home/FileComplaint","access":"open","source":"https://www.cpuc.ca.gov/consumer-support/file-a-complaint/utility-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Utility bill and service complaints","value":"+1-800-649-7570","source":"https://www.cpuc.ca.gov/about-cpuc/contacting-the-puc","last_verified":"2026-10-12"}],"notes":"Try the utility's customer service first. The Consumer Affairs Branch does not handle complaints about municipal utilities. The complaint pages mention gas, electric, cable, phone, water and mobile home park utilities for safety issues, plus slamming and cramming, but do not say whether wireless or internet billing complaints are accepted."},{"id":"ca-insurance","kind":"insurance_department","name":"California Department of Insurance, Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.insurance.ca.gov/01-consumers/101-help/index.cfm","channels":[{"id":"complaint-form","type":"portal","label":"File a complaint online (consumers)","value":"https://cdiapps.insurance.ca.gov/CP/login/","access":"login","notes":"The link opens a login page. Printable Request for Assistance forms are also offered on the help page.","source":"https://www.insurance.ca.gov/01-consumers/101-help/index.cfm","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Hotline (insurance information and questions)","value":"+1-800-927-4357","source":"https://www.insurance.ca.gov/01-consumers/101-help/index.cfm","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The department's Independent Medical Review program gives an independent external review of coverage denials when a treatment was denied as medically unnecessary or experimental/investigational.","source":"https://www.insurance.ca.gov/01-consumers/101-help/Independent-Medical-Review-Program.cfm","last_verified":"2026-10-12"}]},{"id":"ca-financial","kind":"financial_regulator","name":"California Department of Financial Protection and Innovation (DFPI), Consumer Services","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfpi.ca.gov/file-a-complaint/","channels":[{"id":"complaint-form","type":"portal","label":"Submit a complaint / upload documents","value":"https://portal.dfpi.ca.gov/csp?id=register_login","access":"login","notes":"The link opens a register/login page of the DFPI portal.","source":"https://dfpi.ca.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Complaint form assistance","value":"+1-866-275-2677","source":"https://dfpi.ca.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Department of Financial Protection and Innovation, Attn. Consumer Services, 651 Bannon Street, Suite 300, Sacramento, CA 95811","source":"https://dfpi.ca.gov/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"Complaints about national banks such as Bank of America and Wells Fargo go to the federal Office of the Comptroller of the Currency, not the DFPI."}]},{"id":"co","name":"Colorado","agencies":[{"id":"co-ag","kind":"attorney_general","name":"Colorado Attorney General, Consumer Protection (Stop Fraud Colorado)","website":"https://stopfraudcolorado.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://coag.gov/file-complaint/","access":"open","notes":"Linked as \"File a Complaint\" from the Attorney General's Stop Fraud Colorado site. The page loads its content with JavaScript.","source":"https://stopfraudcolorado.gov/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Colorado Attorney General, Stop Fraud Colorado","value":"+1-800-222-4444","source":"https://stopfraudcolorado.gov/","last_verified":"2026-10-12"}]},{"id":"co-puc","kind":"utility_commission","name":"Colorado Public Utilities Commission, Consumer Affairs","covers_sectors":["utility"],"website":"https://puc.colorado.gov/about-the-puc/contact-the-puc","channels":[{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Assistance (Denver area)","value":"+1-303-894-2070","source":"https://puc.colorado.gov/about-the-puc/contact-the-puc","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Assistance (outside the Denver area)","value":"+1-800-456-0858","source":"https://puc.colorado.gov/about-the-puc/contact-the-puc","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Affairs complaints","value":"dora_puc_complaints@state.co.us","source":"https://puc.colorado.gov/about-the-puc/contact-the-puc","last_verified":"2026-10-12"}],"notes":"Consumer Assistance handles utility issues, billing disputes, service problems and complaints; an online form is under \"File a Complaint/Comment\" on the PUC site (URL not confirmed). Telecom issues use the general line 303-894-2000 and DORA_PUC_Telecom@state.co.us; the pages do not say whether wireless or internet billing complaints are accepted. Values confirmed from official search snippets; colorado.gov blocks automated page fetches."},{"id":"co-insurance","kind":"insurance_department","name":"Colorado Division of Insurance, Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://doi.colorado.gov/for-consumers/file-a-complaint","channels":[{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services Team","value":"+1-303-894-7490","hours":"Monday through Friday, 8:00 a.m. to 5:00 p.m.","source":"https://doi.colorado.gov/for-consumers/file-a-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free outside the Denver metro area)","value":"+1-800-930-3745","source":"https://doi.colorado.gov/for-consumers/file-a-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"DORA_Insurance@state.co.us","source":"https://doi.colorado.gov/for-consumers/file-a-complaint","last_verified":"2026-10-12"}],"notes":"Online complaints go through the Division's Consumer Portal, which needs an account (email and password); the portal URL was not confirmed. A printable Complaint Form / Request for Assistance can be mailed. Values confirmed from official search snippets."},{"id":"co-financial","kind":"financial_regulator","name":"Colorado Division of Banking","covers_sectors":["bank","payments"],"website":"https://banking.colorado.gov/consumers/file-a-complaint","channels":[{"id":"email","type":"email","label":"Complaint form by email","value":"DORA_BankingWebsite@state.co.us","notes":"Download and complete the fillable PDF form https://banking.colorado.gov/sites/banking/files/Complaint%20Form_English_PDF%20Fillable.pdf; it cannot be completed online.","source":"https://banking.colorado.gov/consumers/file-a-complaint","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Division of Banking","value":"+1-303-894-7575","source":"https://banking.colorado.gov/consumers/file-a-complaint","last_verified":"2026-10-12"}],"notes":"Handles only Colorado state-chartered commercial banks, state-chartered trust companies and Colorado-licensed money transmitters. National banks go to the OCC; credit unions go to the Division of Financial Services. Values confirmed from official search snippets."}]},{"id":"ct","name":"Connecticut","agencies":[{"id":"ct-ag","kind":"attorney_general","name":"Connecticut Office of the Attorney General, Consumer Assistance","website":"https://portal.ct.gov/ag/common/complaint-form-landing-page","channels":[{"id":"complaint-form","type":"web_form","label":"Electronic complaint form","value":"https://www.dir.ct.gov/ag/complaint/","access":"open","notes":"Printable complaint forms in several other languages are on the landing page.","source":"https://portal.ct.gov/ag/common/complaint-form-landing-page","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Office of the Attorney General (main line)","value":"+1-860-808-5318","notes":"General office number; the site does not publish a separate consumer hotline.","source":"https://portal.ct.gov/ag","last_verified":"2026-10-12"}]},{"id":"ct-puc","kind":"utility_commission","name":"Connecticut Public Utilities Regulatory Authority (PURA), Customer Affairs","covers_sectors":["utility"],"website":"https://portal.ct.gov/pura/consumer-services/customer-affairs","channels":[{"id":"complaint-form","type":"web_form","label":"Customer Affairs online intake form","value":"https://www.dpuc.state.ct.us/PURACAIU.NSF/RevWebIntake?OpenForm","access":"open","notes":"PURA asks you to review its Connecticut Regulated Utilities Dispute Checklist before filing.","source":"https://portal.ct.gov/pura/consumer-services/customer-affairs","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Customer Affairs (toll-free)","value":"+1-800-382-4586","notes":"In-state number.","source":"https://portal.ct.gov/pura/consumer-services/customer-affairs","last_verified":"2026-10-12"},{"id":"phone-out-of-state","type":"phone","label":"Customer Affairs (outside Connecticut)","value":"+1-860-827-2622","source":"https://portal.ct.gov/pura/consumer-services/customer-affairs","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"PURA general contact","value":"pura.information@ct.gov","source":"https://portal.ct.gov/pura/consumer-services/customer-affairs","last_verified":"2026-10-12"}],"notes":"PURA describes Customer Affairs as handling complaints or questions about energy bills. Its pages refer to telecommunications companies and cable television franchises, but do not say whether it takes wireless or internet complaints."},{"id":"ct-insurance","kind":"insurance_department","name":"Connecticut Insurance Department, Consumer Affairs","covers_sectors":["insurance_property","insurance_health"],"website":"https://portal.ct.gov/cid/file-a-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=ct","access":"open","source":"https://portal.ct.gov/cid/file-a-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Affairs Helpline (toll-free)","value":"+1-800-203-3447","source":"https://portal.ct.gov/cid/file-a-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Affairs Helpline","value":"+1-860-297-3900","source":"https://portal.ct.gov/cid/file-a-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Insurance Department email","value":"insurance@ct.gov","source":"https://portal.ct.gov/cid/file-a-complaint","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Insurance Department by mail","value":"Connecticut Insurance Department, 280 Trumbull Street, 7th Floor, Hartford, CT 06103","source":"https://portal.ct.gov/cid/file-a-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The Connecticut Insurance Department runs an External Review Program for health insurance denials. The request must be submitted within 120 days of the written notice that internal appeals are exhausted.","source":"https://portal.ct.gov/cid/consumer-information-center/consumer-resource-library/external-review","last_verified":"2026-10-12"}]},{"id":"ct-financial","kind":"financial_regulator","name":"Connecticut Department of Banking, Consumer Assistance","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://portal.ct.gov/dob/consumer/consumer-complaints/consumer-assistance","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer assistance page (links to the online consumer assistance form)","value":"https://portal.ct.gov/dob/consumer/consumer-complaints/consumer-assistance","access":"open","source":"https://portal.ct.gov/dob/consumer/consumer-complaints/consumer-assistance","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer assistance","value":"+1-860-240-8170","source":"https://portal.ct.gov/dob/consumer/consumer-complaints/online-elicensing-instructions","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer assistance (toll-free)","value":"+1-800-831-7225 ext. 8170","source":"https://portal.ct.gov/dob/consumer/consumer-complaints/online-elicensing-instructions","last_verified":"2026-10-12"}],"notes":"The department only accepts complaints about entities it regulates (including banks, credit unions, money transmitters and student loan servicers). Federally chartered banks go to the OCC or FDIC, federal credit unions to the NCUA, and credit card companies to the CFPB."}]},{"id":"dc","name":"District of Columbia","agencies":[{"id":"dc-ag","kind":"attorney_general","name":"Office of the Attorney General for the District of Columbia, Office of Consumer Protection","website":"https://oag.dc.gov/consumer-protection/submit-consumer-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://dcoag.my.site.com/dcoagcomplaints/s/?language=en_US","access":"open","source":"https://oag.dc.gov/consumer-protection/submit-consumer-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer and Tenant Response Hotline","value":"+1-202-442-9828","source":"https://oag.dc.gov/consumer-protection/submit-consumer-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer protection complaints and inquiries","value":"consumer.protection@dc.gov","source":"https://oag.dc.gov/consumer-protection/submit-consumer-complaint","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Office of the Attorney General by mail","value":"Office of the Attorney General, Office of Consumer Protection, 400 6th Street, NW, Washington, DC 20001","source":"https://oag.dc.gov/consumer-protection/submit-consumer-complaint","last_verified":"2026-10-12"}]},{"id":"dc-puc","kind":"utility_commission","name":"Public Service Commission of the District of Columbia, Office of Consumer Services","covers_sectors":["utility"],"website":"https://dcpsc.org/File-a-Complaint.aspx","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form","value":"https://complaints.dcpsc.dc.gov/","access":"open","source":"https://dcpsc.org/File-a-Complaint.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Office of Consumer Services","value":"+1-202-626-5120","source":"https://dcpsc.org/File-a-Complaint.aspx","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Office of Consumer Services by mail","value":"Public Service Commission of the District of Columbia, Attn. Office of Consumer Services, 1325 G Street N.W., Suite 800, Washington, D.C. 20005","source":"https://dcpsc.org/File-a-Complaint.aspx","last_verified":"2026-10-12"}],"notes":"The Office of Consumer Services helps with problems involving a utility company or competitive provider. The PSC lists wireless service providers, cable television (Office of Cable Television) and the Water and Sewer Authority as services it does not regulate."},{"id":"dc-insurance","kind":"insurance_department","name":"DC Department of Insurance, Securities and Banking (DISB), Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://disb.dc.gov/complaints","channels":[{"id":"complaint-form","type":"web_form","label":"Request help dealing with a financial institution (online complaint form)","value":"https://disb.dc.gov/page/request-help-dealing-financial-institutions-form","access":"open","notes":"One form covers insurance, banking and securities complaints.","source":"https://disb.dc.gov/complaints","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"DISB Consumer Services","value":"+1-202-727-8000","hours":"Monday to Friday, 8:15 am to 4:45 pm, except District holidays","source":"https://disb.dc.gov/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"DISB general email","value":"disb@dc.gov","source":"https://disb.dc.gov/complaints","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaints by mail","value":"Department of Insurance, Securities and Banking, 1050 First St. NE, Suite 801, Washington, DC 20002","source":"https://disb.dc.gov/complaints","last_verified":"2026-10-12"}],"notes":"DISB can investigate whether an insurer had a good-faith reason to deny a medical claim."},{"id":"dc-financial","kind":"financial_regulator","name":"DC Department of Insurance, Securities and Banking (DISB), Consumer Services","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://disb.dc.gov/complaints","channels":[{"id":"complaint-form","type":"web_form","label":"Request help dealing with a financial institution (online complaint form)","value":"https://disb.dc.gov/page/request-help-dealing-financial-institutions-form","access":"open","source":"https://disb.dc.gov/complaints","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"DISB Consumer Services","value":"+1-202-727-8000","hours":"Monday to Friday, 8:15 am to 4:45 pm, except District holidays","source":"https://disb.dc.gov/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaints by mail","value":"Department of Insurance, Securities and Banking, 1050 First St. NE, Suite 801, Washington, DC 20002","source":"https://disb.dc.gov/complaints","last_verified":"2026-10-12"}],"notes":"Same agency as dc-insurance; DISB regulates insurance, securities and banking in the District."}]},{"id":"de","name":"Delaware","agencies":[{"id":"de-ag","kind":"attorney_general","name":"Delaware Department of Justice, Consumer Protection Unit","website":"https://attorneygeneral.delaware.gov/fraud/cpu/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://attorneygeneral.delaware.gov/fraud/cpu/complaint/","access":"open","source":"https://attorneygeneral.delaware.gov/fraud/cpu/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Unit (help with the complaint form)","value":"+1-800-220-5424","source":"https://attorneygeneral.delaware.gov/fraud/cpu/complaint/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Unit email","value":"consumer.protection@delaware.gov","source":"https://attorneygeneral.delaware.gov/fraud/cpu/complaint/","last_verified":"2026-10-12"}]},{"id":"de-puc","kind":"utility_commission","name":"Delaware Public Service Commission","covers_sectors":["utility"],"website":"https://depsc.delaware.gov/customer-assistance/","channels":[{"id":"phone","type":"phone","label":"Public Service Commission","value":"+1-302-736-7500","source":"https://depsc.delaware.gov/contact-information/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Public Service Commission (800 number)","value":"+1-800-282-8574","source":"https://depsc.delaware.gov/contact-information/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Public Service Commission by mail","value":"Delaware Public Service Commission, Cannon Building, 861 Silver Lake Boulevard, Suite 100, Dover, DE 19904","source":"https://depsc.delaware.gov/contact-information/","last_verified":"2026-10-12"}],"notes":"The Commission addresses only formal complaints (https://depsc.delaware.gov/formal-complaint-process/). Consumers are urged to contact the utility first; if that fails, the Division of the Public Advocate can help. The PSC says SafeLink Wireless is not regulated by it. The site has cable and telecommunications pages but does not say whether it takes wireless or internet complaints."},{"id":"de-insurance","kind":"insurance_department","name":"Delaware Department of Insurance, Consumer Services Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.delaware.gov/services/filecomplaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=DE","access":"open","notes":"Contact the insurer, agent or adjuster first. Do not use the online form if you have already contacted the department about the same matter.","source":"https://insurance.delaware.gov/services/filecomplaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free)","value":"+1-800-282-8611","notes":"Listed as the number to call \"in Delaware\".","source":"https://insurance.delaware.gov/services/filecomplaint/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services","value":"+1-302-674-7310","source":"https://insurance.delaware.gov/services/filecomplaint/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"consumer@delaware.gov","source":"https://insurance.delaware.gov/services/filecomplaint/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Through the Independent Health Care Appeals Program, a covered person can file a request for an external appeal within 4 months from receiving an adverse claim decision.","source":"https://insurance.delaware.gov/divisions/consumerhp/ihcap/","last_verified":"2026-10-12"}]},{"id":"de-financial","kind":"financial_regulator","name":"Delaware Office of the State Bank Commissioner","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://banking.delaware.gov/consumer-complaints/","channels":[{"id":"email","type":"email","label":"Written complaint by email","value":"bankcommissioner@delaware.gov","notes":"Complaints that need investigation must be in writing. PDF form at https://banking.delaware.gov/wp-content/uploads/sites/73/2019/07/WEB-Complaint-Form-July-2019.pdf","source":"https://banking.delaware.gov/consumer-complaints/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Written complaint by mail","value":"Office of the State Bank Commissioner, Attention Compliance, 1110 Forrest Avenue, Dover, DE 19904","source":"https://banking.delaware.gov/consumer-complaints/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Compliance staff","value":"+1-302-739-4235","hours":"8:00 am to 4:30 pm, Monday through Friday","source":"https://banking.delaware.gov/consumer-complaints/","last_verified":"2026-10-12"}],"notes":"Handles complaints about state-chartered financial institutions in Delaware, mortgage and small loan companies, preneed funeral contracts and check cashing."}]},{"id":"fl","name":"Florida","agencies":[{"id":"fl-insurance","kind":"insurance_department","name":"Florida Department of Financial Services, Division of Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.myfloridacfo.com/division/consumers/needourhelp","channels":[{"id":"complaint-form","type":"portal","label":"Consumer Assistance Portal (request for insurance help)","value":"https://assistcon.myfloridacfo.gov/en-US/","source":"https://www.myfloridacfo.com/division/consumers/needourhelp","last_verified":"2026-10-12"},{"id":"disaster-phone","type":"phone","label":"Disaster insurance assistance","value":"+1-850-413-3089","hours":"8:00 AM - 5:00 PM EST, Monday through Friday","source":"https://www.myfloridacfo.com/division/consumers","last_verified":"2026-10-12"}],"notes":"The help page sends employer self-funded health plan questions to the U.S. Department of Labor (866-444-3272). The general insurance consumer helpline number was not confirmed on a fetched page."},{"id":"fl-financial","kind":"financial_regulator","name":"Florida Office of Financial Regulation (OFR)","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://flofr.gov/sitePages/FileAComplaint.htm","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://real.flofr.gov","source":"https://flofr.gov/sitePages/FileAComplaint.htm","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Office of Financial Regulation (main)","value":"+1-850-487-9687","source":"https://flofr.gov/sitePages/FileAComplaint.htm","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Office of Financial Regulation by mail","value":"Office of Financial Regulation, 200 E. Gaines Street, Tallahassee, FL 32399","source":"https://flofr.gov/sitePages/FileAComplaint.htm","last_verified":"2026-10-12"}],"notes":"OFR takes complaints about financial services that fall under its jurisdiction. Complaints that a financial institution denied or ended services because of discrimination under s. 655.0323, Florida Statutes, use Form OFR-U-3231."},{"id":"fl-ag","kind":"attorney_general","name":"Florida Attorney General, Office of Citizen Services","website":"https://www.myfloridalegal.com/overview/citizens-services","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://www.myfloridalegal.com/consumer-protection/consumer-complaint-form","notes":"A printed form can be mailed to Office of the Attorney General, PL-01 The Capitol, Tallahassee, Florida 32399-1050.","source":"https://www.myfloridalegal.com/consumer-protection/consumer-complaint-form","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Fraud Hotline (1-866-9-NO-SCAM)","value":"+1-866-966-7226","notes":"In-state only (toll-free within Florida). The hotline is also the first point of contact for consumer complaints.","source":"https://www.myfloridalegal.com/overview/citizens-services","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Fraud Hotline (direct)","value":"+1-850-414-3990","source":"https://www.myfloridalegal.com/overview/citizens-services","last_verified":"2026-10-12"}],"notes":"Values confirmed from official search snippets; myfloridalegal.com blocks automated page fetches. The Florida Department of Agriculture and Consumer Services is the state's consumer complaint clearinghouse."},{"id":"fl-puc","kind":"utility_commission","name":"Florida Public Service Commission, Office of Consumer Assistance and Outreach","covers_sectors":["utility"],"website":"https://www.floridapsc.com/","channels":[{"id":"hotline","type":"phone","label":"Consumer Assistance Line (toll-free)","value":"+1-800-342-3552","source":"https://www.floridapsc.com/pscfiles/website-files//PDF/Publications/General/InsidePSC.pdf","last_verified":"2026-10-12"}],"notes":"The PSC offers 24-hour online complaint forms on floridapsc.com; the form URL was not confirmed (the site loads with JavaScript). The phone number comes from a 2026 PSC newsletter seen in an official search snippet. Which telecom services it covers was not confirmed."}]},{"id":"ga","name":"Georgia","agencies":[{"id":"ga-ag","kind":"attorney_general","name":"Georgia Department of Law, Consumer Protection Division","website":"https://consumer.georgia.gov/consumer-topics/file-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://consumer.georgia.gov/resolve-your-dispute/how-do-i-file-complaint/consumer-complaint-form","access":"open","notes":"Paper complaints go by mail or fax to 404-651-9018. The division does not accept complaints by email.","source":"https://consumer.georgia.gov/consumer-topics/file-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer complaints","value":"+1-404-651-8600","source":"https://consumer.georgia.gov/consumer-topics/file-complaint","last_verified":"2026-10-12"},{"id":"hotline-toll-free","type":"phone","label":"Consumer complaints (toll-free in Georgia)","value":"+1-800-869-1123","notes":"In-state only (toll-free in Georgia).","source":"https://consumer.georgia.gov/consumer-topics/file-complaint","last_verified":"2026-10-12"}]},{"id":"ga-puc","kind":"utility_commission","name":"Georgia Public Service Commission","covers_sectors":["utility"],"website":"https://psc.ga.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"File an online complaint","value":"http://crs.psc.state.ga.us/Consumer/Contact/utilityIndustry.aspx?type=Complaint","access":"open","source":"https://psc.ga.gov/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Georgia PSC (toll-free)","value":"+1-800-282-5813","source":"https://psc.ga.gov/contact-the-gpsc/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Georgia PSC","value":"+1-404-656-4501","source":"https://psc.ga.gov/contact-the-gpsc/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Georgia PSC email","value":"gapsc@psc.ga.gov","source":"https://psc.ga.gov/contact-the-gpsc/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Georgia PSC by mail","value":"Georgia Public Service Commission, 244 Washington Street, SW, Atlanta, GA 30334-9052","source":"https://psc.ga.gov/contact-the-gpsc/","last_verified":"2026-10-12"}],"notes":"The complaint system is on an http (not https) host. The fetched pages did not say which telecom services (wireless, cable, internet) the PSC takes complaints about."},{"id":"ga-insurance","kind":"insurance_department","name":"Georgia Office of Insurance and Safety Fire Commissioner, Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://oci.georgia.gov/insurance-resources/complaints-fraud","channels":[{"id":"complaint-form","type":"web_form","label":"Submit consumer insurance complaint","value":"https://oci.georgia.gov/file-consumer-insurance-complaint","access":"open","source":"https://oci.georgia.gov/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services","value":"+1-404-656-2070","source":"https://oci.georgia.gov/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services (toll-free)","value":"+1-800-656-2298","source":"https://oci.georgia.gov/","last_verified":"2026-10-12"}]},{"id":"ga-financial","kind":"financial_regulator","name":"Georgia Department of Banking and Finance","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dbf.georgia.gov/consumer-resources","channels":[{"id":"hotline","type":"phone","label":"Department of Banking and Finance (toll-free)","value":"+1-888-986-1633","source":"https://dbf.georgia.gov/consumer-resources","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Department of Banking and Finance","value":"+1-770-986-1633","source":"https://dbf.georgia.gov/consumer-resources","last_verified":"2026-10-12"}],"notes":"The department does not actively intervene in disputes; contact the provider in writing first. It takes a detailed written account by email (address hidden on the page). It regulates Georgia state-chartered banks and credit unions, mortgage lenders and servicers, check cashers, money transmitters and installment lenders. It does not regulate national banks, federal credit unions, or banks and credit unions chartered in another state."}]},{"id":"hi","name":"Hawaii","agencies":[{"id":"hi-dcca","kind":"consumer_affairs","name":"Hawaii Department of Commerce and Consumer Affairs (DCCA), Office of Consumer Protection","website":"https://cca.hawaii.gov/ocp/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer protection and business complaint form","value":"https://web2.dcca.hawaii.gov/ocpcomplaint/","access":"open","source":"https://cca.hawaii.gov/ocp/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DCCA Consumer Resource Center","value":"+1-844-808-3222","source":"https://cca.hawaii.gov/ocp/","last_verified":"2026-10-12"},{"id":"cable-complaint-form","type":"web_form","label":"Cable television complaints (DCCA)","value":"https://hdcca.hawaii.gov/s/cable-television-complaints","notes":"For complaints against cable television operators and companies.","source":"https://cca.hawaii.gov/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"In Hawaii, consumer protection complaints go to the DCCA Office of Consumer Protection, not the Attorney General. DCCA also takes cable television complaints."},{"id":"hi-puc","kind":"utility_commission","name":"Hawaii Public Utilities Commission","covers_sectors":["utility"],"website":"https://puc.hawaii.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Public utility complaints (CDMS eServices)","value":"https://hpuc.my.site.com/cdms/s/consumers/complaints","notes":"The site loads with JavaScript.","source":"https://cca.hawaii.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"consumer-advocacy-form","type":"web_form","label":"DCCA Division of Consumer Advocacy complaints (utility billing disputes and PUC complaints)","value":"https://hdcca.hawaii.gov/s/consumer-advocacy-complaints","source":"https://cca.hawaii.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"PUC Oahu main office","value":"+1-808-586-2020","source":"https://puc.hawaii.gov/contact/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"PUC by mail","value":"Hawaii Public Utilities Commission, Kekuanaoa Building, 465 South King St.,","source":"https://puc.hawaii.gov/contact/","last_verified":"2026-10-12"}],"notes":"The PUC regulates electricity, gas, telecommunications, private water/wastewater, water carriers and motor carriers. Its pages do not say whether it takes wireless or internet complaints. Cable television complaints go to DCCA (see hi-dcca)."},{"id":"hi-insurance","kind":"insurance_department","name":"Hawaii Insurance Division (DCCA)","covers_sectors":["insurance_property","insurance_health"],"website":"https://cca.hawaii.gov/ins/filing-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=HI","access":"open","source":"https://cca.hawaii.gov/ins/filing-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Insurance Division investigator (DCCA line)","value":"+1-844-808-3222","hours":"7:45AM-4:30PM Hawaii Standard Time, Monday to Friday, except state holidays","source":"https://cca.hawaii.gov/ins/filing-a-complaint/","last_verified":"2026-10-12"}]},{"id":"hi-financial","kind":"financial_regulator","name":"Hawaii Division of Financial Institutions (DCCA)","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://cca.hawaii.gov/dfi/","channels":[{"id":"complaint-form","type":"web_form","label":"Financial institution complaints","value":"https://hdcca.hawaii.gov/s/financial-institution-complaints","source":"https://cca.hawaii.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Division of Financial Institutions","value":"+1-808-586-2818","source":"https://cca.hawaii.gov/dfi/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DCCA (toll-free)","value":"+1-844-808-3222","source":"https://cca.hawaii.gov/dfi/","last_verified":"2026-10-12"}]}]},{"id":"ia","name":"Iowa","agencies":[{"id":"ia-ag","kind":"attorney_general","name":"Iowa Attorney General, Consumer Protection Division","website":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint/complaint-form/","access":"open","notes":"A successful submission generates an automatic confirmation email.","source":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint/complaint-form/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Division","value":"+1-515-281-5926","source":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint","last_verified":"2026-10-12"},{"id":"hotline-outside-metro","type":"phone","label":"Consumer Protection Division (outside the Des Moines metro area)","value":"+1-888-777-4590","source":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Division email","value":"consumer@ag.iowa.gov","source":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Protection Division by mail","value":"Office of the Attorney General of Iowa, Consumer Protection Division, Hoover State Office Building, 1305 E. Walnut Street, Des Moines, Iowa 50319-0106","source":"https://www.iowaattorneygeneral.gov/for-consumers/file-a-consumer-complaint","last_verified":"2026-10-12"}]},{"id":"ia-puc","kind":"utility_commission","name":"Iowa Utilities Commission (IUC), Customer Service","covers_sectors":["utility"],"website":"https://iuc.iowa.gov/customer-assistance/how-do-i-file-utility-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Online utility complaint form (Google Form)","value":"https://docs.google.com/forms/d/e/1FAIpQLSetcE3td3yU_qbh16g2odrVqC2O5KQZGyMEt5FgtIrxUwYMBA/viewform","access":"open","source":"https://iuc.iowa.gov/customer-assistance/how-do-i-file-utility-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"IUC Customer Service (877 number)","value":"+1-877-565-4450","hours":"8 a.m. to 4:30 p.m. weekdays, not including official state holidays","source":"https://iuc.iowa.gov/customer-assistance/how-do-i-file-utility-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"IUC Customer Service","value":"+1-515-725-7300","hours":"8 a.m. to 4:30 p.m. weekdays, not including official state holidays","source":"https://iuc.iowa.gov/customer-assistance/how-do-i-file-utility-complaint","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"IUC by mail","value":"Iowa Utilities Commission, 1375 E. Court Ave., Des Moines, IA 50319","source":"https://iuc.iowa.gov/customer-assistance/how-do-i-file-utility-complaint","last_verified":"2026-10-12"}],"notes":"IUC Customer Service helps when you cannot resolve an issue with the utility, for utility service under IUC jurisdiction. The site lists electric, pipelines, telecommunications, water and cable and video service sections, but does not say it takes wireless or internet complaints."},{"id":"ia-insurance","kind":"insurance_department","name":"Iowa Insurance Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://iid.iowa.gov/consumers/filing-complaints/how-do-i-consumer-complaints","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?spanish=N&state=ia","access":"open","source":"https://iid.iowa.gov/consumers/filing-complaints/how-do-i-consumer-complaints","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Iowa Insurance Division","value":"+1-515-654-6600","source":"https://iid.iowa.gov/consumers/filing-complaints/how-do-i-consumer-complaints","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Iowa Insurance Division office","value":"Iowa Insurance Division, 1963 Bell Avenue, Suite 100, Des Moines, IA 50315","source":"https://iid.iowa.gov/consumers/filing-complaints/how-do-i-consumer-complaints","last_verified":"2026-10-12"}]},{"id":"ia-financial","kind":"financial_regulator","name":"Iowa Division of Banking","covers_sectors":["bank","payments","student_loan"],"website":"https://idob.iowa.gov/how-do-i-file-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (Google Form)","value":"https://forms.gle/3z1f3bSBmBvevxMV9","access":"open","source":"https://idob.iowa.gov/how-do-i-file-complaint","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Iowa Division of Banking","value":"+1-515-281-4014","source":"https://idob.iowa.gov/how-do-i-file-complaint","last_verified":"2026-10-12"}],"notes":"Handles complaints about state banks and financial companies chartered in Iowa. Credit union concerns go to the separate Iowa Division of Credit Unions, so credit_union is not listed."}]},{"id":"id","name":"Idaho","agencies":[{"id":"id-ag","kind":"attorney_general","name":"Idaho Attorney General, Consumer Protection Division","website":"https://www.ag.idaho.gov/consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://ag.idaho.gov/office-resources/online-forms/?form=File%20a%20Complaint&complaint=Consumer%20Complaint","access":"open","source":"https://www.ag.idaho.gov/consumer-protection/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Division","value":"+1-208-334-2424","source":"https://www.ag.idaho.gov/consumer-protection/","last_verified":"2026-10-12"},{"id":"hotline-toll-free","type":"phone","label":"Consumer Protection Division (toll-free)","value":"+1-800-432-3545","source":"https://www.ag.idaho.gov/consumer-protection/","last_verified":"2026-10-12"}]},{"id":"id-puc","kind":"utility_commission","name":"Idaho Public Utilities Commission, Consumer Assistance","covers_sectors":["utility"],"website":"https://puc.idaho.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer Complaint / Inquiry Form","value":"https://puc.idaho.gov/Form/ConsumerAssistance/","access":"open","notes":"For problems with a utility (billing, rates and charges, disconnection, outages) that are not part of a utility case. The form asks whether you contacted the company first.","source":"https://puc.idaho.gov/Form/ConsumerAssistance/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer assistance (toll-free)","value":"+1-800-432-0369","source":"https://puc.idaho.gov/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Idaho PUC","value":"+1-208-334-0300","source":"https://puc.idaho.gov/","last_verified":"2026-10-12"}],"notes":"The PUC site lists electric, natural gas, water and telecom sections, but does not say whether it takes wireless, cable or internet complaints."},{"id":"id-insurance","kind":"insurance_department","name":"Idaho Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://doi.idaho.gov/consumers/file-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC system)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=id","access":"open","notes":"For employer-provided health insurance, complete the insurer's internal appeal first.","source":"https://doi.idaho.gov/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Hotline","value":"+1-800-721-3272","source":"https://doi.idaho.gov/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Main office","value":"+1-208-334-4250","source":"https://doi.idaho.gov/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Department of Insurance by mail","value":"Idaho Department of Insurance, 700 W. State Street, 3rd Fl., P.O. Box 83720, Boise, ID 83720-0043","source":"https://doi.idaho.gov/consumers/file-a-complaint/","last_verified":"2026-10-12"}]},{"id":"id-financial","kind":"financial_regulator","name":"Idaho Department of Finance","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.finance.idaho.gov/complaint-guidance/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form","value":"https://id.accessgov.com/finance-complaints/Forms/Page/finance-complaints/online-complaints/","source":"https://www.finance.idaho.gov/complaint-guidance/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Department of Finance","value":"+1-208-332-8000","source":"https://www.finance.idaho.gov/complaint-guidance/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Department of Finance by mail","value":"Idaho Department of Finance, 11341 West Chinden Blvd., Building 4, Floor 3, Boise, ID 83714","source":"https://www.finance.idaho.gov/complaint-guidance/","last_verified":"2026-10-12"}],"notes":"The department does not regulate all institutions; complaints about federally chartered credit unions are outside its jurisdiction. It refers misdirected complaints to the correct agency."}]},{"id":"il","name":"Illinois","agencies":[{"id":"il-ag","kind":"attorney_general","name":"Illinois Attorney General, Consumer Protection Division","website":"https://www.illinoisattorneygeneral.gov/consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"File a consumer complaint (online submission and PDF forms)","value":"https://www.illinoisattorneygeneral.gov/File-A-Complaint/","access":"open","notes":"The page offers online submission and printable PDF complaint forms in English, Spanish, Polish and large text.","source":"https://www.illinoisattorneygeneral.gov/File-A-Complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Fraud Helpline (Chicago)","value":"+1-800-386-5438","source":"https://www.illinoisattorneygeneral.gov/File-A-Complaint/","last_verified":"2026-10-12"},{"id":"hotline-springfield","type":"phone","label":"Consumer Fraud Helpline (Springfield)","value":"+1-800-243-0618","source":"https://www.illinoisattorneygeneral.gov/File-A-Complaint/","last_verified":"2026-10-12"},{"id":"hotline-carbondale","type":"phone","label":"Consumer Fraud Helpline (Carbondale)","value":"+1-800-243-0607","source":"https://www.illinoisattorneygeneral.gov/File-A-Complaint/","last_verified":"2026-10-12"},{"id":"hotline-spanish","type":"phone","label":"Spanish language toll-free hotline","value":"+1-866-310-8398","source":"https://www.illinoisattorneygeneral.gov/consumer-protection/","last_verified":"2026-10-12"},{"id":"health-care-helpline","type":"phone","label":"Health Care Helpline","value":"+1-877-305-5145","source":"https://www.illinoisattorneygeneral.gov/File-A-Complaint/","last_verified":"2026-10-12"}]},{"id":"il-puc","kind":"utility_commission","name":"Illinois Commerce Commission, Consumer Services Division","covers_sectors":["utility"],"website":"https://www.icc.illinois.gov/complaints/public-utility","channels":[{"id":"complaint-form","type":"web_form","label":"File an informal complaint online","value":"https://www.icc.illinois.gov/complaints/public-utility/type","access":"open","source":"https://www.icc.illinois.gov/complaints/public-utility","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services","value":"+1-800-524-0795","hours":"8:30 AM to 5:00 PM, Monday through Friday","source":"https://www.icc.illinois.gov/complaints/public-utility","last_verified":"2026-10-12"},{"id":"phone-out-of-state","type":"phone","label":"Consumer Services (outside Illinois)","value":"+1-217-782-2024","source":"https://www.icc.illinois.gov/complaints/public-utility","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Illinois Commerce Commission by mail","value":"Illinois Commerce Commission, 527 East Capitol Ave, Springfield, IL 62701","source":"https://www.icc.illinois.gov/complaints/public-utility","last_verified":"2026-10-12"}],"notes":"Utility complaints cover electric, natural gas, local telephone, sewer and water service. The ICC pages do not say it takes wireless, cable or internet complaints. The informal complaint is a required step before a formal complaint."},{"id":"il-insurance","kind":"insurance_department","name":"Illinois Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://idoi.illinois.gov/consumers/file-a-complaint.html","channels":[{"id":"complaint-form","type":"portal","label":"File a complaint online (IDOI Help Center)","value":"https://idoihelpcenter.illinois.gov/s/","source":"https://idoi.illinois.gov/consumers/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone-chicago","type":"phone","label":"Chicago office","value":"+1-312-814-2420","source":"https://idoi.illinois.gov/consumers/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone-springfield","type":"phone","label":"Springfield office","value":"+1-217-782-4515","source":"https://idoi.illinois.gov/consumers/file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"External review of a health insurance denial is done by an Independent Review Organization approved by IDOI. You must file within 4 months of receiving the final adverse benefit determination, and there is no cost to the consumer.","source":"https://idoi.illinois.gov/consumers/file-an-external-review.html","last_verified":"2026-10-12"}]},{"id":"il-financial","kind":"financial_regulator","name":"Illinois Department of Financial and Professional Regulation (IDFPR), Division of Banking and Division of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://idfpr.illinois.gov/admin/banks/dobcomplaints.html","channels":[{"id":"complaint-form","type":"web_form","label":"Banking / financial institutions consumer complaint form","value":"https://idfpr.illinois.gov/admin/complaints/dob-dfi-consumer-complaint-form.html","access":"open","source":"https://idfpr.illinois.gov/admin/banks/dobcomplaints.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Complaint inquiries","value":"+1-217-785-2900","source":"https://idfpr.illinois.gov/admin/banks/dobcomplaints.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Banking and financial institutions complaints","value":"FPR.DOBComplaint@illinois.gov","source":"https://idfpr.illinois.gov/admin/banks/dobcomplaints.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"IDFPR, ATTN Consumer Services, Banking / Div. of Financial Institutions, 555 W. Monroe St., 5th Fl., Chicago IL 60661","source":"https://idfpr.illinois.gov/admin/banks/dobcomplaints.html","last_verified":"2026-10-12"}],"notes":"Covers state licensees such as state banks, credit unions, currency exchanges, money transmitters, mortgage companies and student loan servicers. Institutions overseen mainly by federal regulators should be reported to the NCUA, CFPB, FDIC, Federal Reserve or OCC."}]},{"id":"in","name":"Indiana","agencies":[{"id":"in-ag","kind":"attorney_general","name":"Indiana Attorney General, Consumer Protection Division","website":"https://www.in.gov/attorneygeneral/consumer-protection-division/file-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://inoag.my.site.com/ConsumerComplaintOnlineOAG/s/","access":"open","source":"https://www.in.gov/attorneygeneral/consumer-protection-division/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Division","value":"+1-800-382-5516","source":"https://www.in.gov/attorneygeneral/contact-us/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Protection Division (Indianapolis)","value":"+1-317-232-6330","source":"https://www.in.gov/attorneygeneral/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Protection Division by mail","value":"Office of the Indiana Attorney General, Consumer Protection Division, 302 W. Washington Street, 5th Floor, Indianapolis, IN 46204","source":"https://www.in.gov/attorneygeneral/contact-us/","last_verified":"2026-10-12"}]},{"id":"in-puc","kind":"utility_commission","name":"Indiana Utility Regulatory Commission (IURC), Consumer Affairs Division","covers_sectors":["utility"],"website":"https://www.in.gov/iurc/customer-assistance/","channels":[{"id":"complaint-form","type":"portal","label":"Online complaint form (IURC portal)","value":"https://iurc.portal.in.gov/","source":"https://www.in.gov/iurc/customer-assistance/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Affairs Division","value":"+1-800-851-4268","notes":"Call during office hours.","source":"https://www.in.gov/iurc/customer-assistance/","last_verified":"2026-10-12"}],"notes":"The IURC strongly advises trying to resolve the issue with the utility first. It handles disputes for customers of jurisdictional utilities only; its page does not say whether wireless, cable or internet providers are covered. The Office of Utility Consumer Counselor (OUCC) is a separate agency."},{"id":"in-insurance","kind":"insurance_department","name":"Indiana Department of Insurance, Consumer Services Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.in.gov/idoi/consumer-services/complaints/","channels":[{"id":"complaint-form","type":"portal","label":"Online Consumer Complaint Portal","value":"https://gov.sircon.com/portalAccess.do?service=consumerPortal&authorization=_pEncsttzqyVun0c=","source":"https://www.in.gov/idoi/consumer-services/complaints/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services Division","value":"+1-800-622-4461","source":"https://www.in.gov/idoi/consumer-services/complaints/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Services Division (Indianapolis)","value":"+1-317-232-2395","source":"https://www.in.gov/idoi/consumer-services/complaints/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"consumerservices@idoi.in.gov","source":"https://www.in.gov/idoi/consumer-services/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"IDOI, Attn. Consumer Services Division, 311 W Washington Street, Suite 300, Indianapolis IN 46204-2787","source":"https://www.in.gov/idoi/consumer-services/complaints/","last_verified":"2026-10-12"}]}]},{"id":"ks","name":"Kansas","agencies":[{"id":"ks-puc","kind":"utility_commission","name":"Kansas Corporation Commission (KCC), Office of Public Affairs and Consumer Protection","covers_sectors":["utility"],"website":"https://kcc.ks.gov/consumer-information","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (KCC-Connect)","value":"https://kcc-connect.kcc.ks.gov/s/file-a-complaint","notes":"The page loads with JavaScript.","source":"https://kcc.ks.gov/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer inquiries and complaints (toll-free)","value":"+1-800-662-0027","source":"https://kcc.ks.gov/contact-us","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer inquiries and complaints","value":"+1-785-271-3140","source":"https://kcc.ks.gov/contact-us","last_verified":"2026-10-12"}],"notes":"The KCC lists electric, water and gas providers as jurisdictional utilities. Co-ops and municipal utilities generally do not fall under its jurisdiction. Its jurisdiction page does not mention wireless, cable or internet service."},{"id":"ks-insurance","kind":"insurance_department","name":"Kansas Insurance Department, Consumer Assistance","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.ks.gov/consumer-assistance/","channels":[{"id":"hotline","type":"phone","label":"Consumer Hotline","value":"+1-800-432-2484","source":"https://insurance.ks.gov/consumer-assistance/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Kansas Insurance Department","value":"+1-785-296-3071","source":"https://insurance.ks.gov/consumer-assistance/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Kansas Insurance Department email","value":"KDOI@ks.gov","source":"https://insurance.ks.gov/consumer-assistance/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Kansas Insurance Department by mail","value":"Kansas Insurance Department, 1300 SW Arrowhead, Topeka, Kansas 66604","source":"https://insurance.ks.gov/consumer-assistance/","last_verified":"2026-10-12"}],"notes":"The department's site moved to insurance.kansas.gov, which blocks automated fetches; the online complaint form URL was not confirmed."},{"id":"ks-financial","kind":"financial_regulator","name":"Kansas Office of the State Bank Commissioner (OSBC), Consumer Affairs","covers_sectors":["bank","payments"],"website":"https://osbckansas.gov/consumers/file-a-complaint/","channels":[{"id":"phone","type":"phone","label":"OSBC main office (starts the Consumer Affairs complaint process)","value":"+1-785-380-3939","source":"https://osbckansas.gov/consumers/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"To begin a complaint, call the main office; there is no online form. OSBC regulates Kansas state-chartered banks and money transmitters. Kansas-chartered credit unions are regulated by the Kansas Department of Credit Unions."},{"id":"ks-ag","kind":"attorney_general","name":"Kansas Attorney General, Consumer Protection Division","website":"https://www.ag.ks.gov/file-a-complaint/consumer-protection","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer Investigation Request (online complaint)","value":"https://ag.ks.gov/file-a-complaint/consumer","source":"https://www.ag.ks.gov/file-a-complaint/consumer-protection","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline (toll-free)","value":"+1-800-432-2310","hours":"8:00 AM - 5:00 PM, except official state holidays","source":"https://www.ag.ks.gov/file-a-complaint/consumer-protection","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Protection Division","value":"+1-785-296-3751","source":"https://www.ag.ks.gov/file-a-complaint/consumer-protection","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Protection Division by mail","value":"Kansas Attorney General, Consumer Protection Division, 120 SW 10th Ave, 2nd Floor, Topeka, KS 66612-1597","source":"https://www.ag.ks.gov/file-a-complaint/consumer-protection","last_verified":"2026-10-12"}],"notes":"Values confirmed from official search snippets; ag.ks.gov blocks automated page fetches. The AG offers mediation for filed complaints."}]},{"id":"ky","name":"Kentucky","agencies":[{"id":"ky-ag","kind":"attorney_general","name":"Kentucky Office of the Attorney General, Office of Consumer Protection","website":"https://www.ag.ky.gov/Resources/Consumer-Resources/Consumers/Pages/Consumer-Complaints.aspx","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer Complaint and Mediation Request form","value":"https://kyoag.highq.com/kyoag/renderSmartForm.action?formId=078dc72e-bd16-4041-9119-d248b2240c25","access":"open","source":"https://www.ag.ky.gov/Resources/Consumer-Resources/Consumers/Pages/Consumer-Complaints.aspx","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Office of the Attorney General (main line)","value":"+1-502-696-5300","source":"https://www.ag.ky.gov/Resources/Consumer-Resources/Consumers/Pages/Consumer-Complaints.aspx","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Office of the Attorney General by mail","value":"Office of the Attorney General, 1024 Capital Center Drive, Suite 200, Frankfort, Kentucky 40601","source":"https://www.ag.ky.gov/Resources/Consumer-Resources/Consumers/Pages/Consumer-Complaints.aspx","last_verified":"2026-10-12"}]},{"id":"ky-puc","kind":"utility_commission","name":"Kentucky Public Service Commission","covers_sectors":["utility"],"website":"https://psc.ky.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Utility Inquiry Form (file a consumer complaint online)","value":"https://psc.ky.gov/WebNet/Inquiry","access":"open","notes":"The form asks whether you have contacted the utility about the problem.","source":"https://psc.ky.gov/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer complaint hotline","value":"+1-800-772-4636","source":"https://psc.ky.gov/","last_verified":"2026-10-12"}],"notes":"The PSC pages fetched do not say which telecom services (wireless, cable, internet) are within its jurisdiction."},{"id":"ky-insurance","kind":"insurance_department","name":"Kentucky Department of Insurance, Division of Consumer Protection","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.ky.gov/ppc/forms/complaints_home.aspx","channels":[{"id":"email","type":"email","label":"Division of Consumer Protection (complaints)","value":"DOI.ConsumerComplaints@ky.gov","notes":"Complaints use a printable form; instructions at https://insurance.ky.gov/ppc/Documents/KDOI_InstructionsConsumerComplaintForm071824.pdf","source":"https://insurance.ky.gov/ppc/staff.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Division of Consumer Protection (toll-free, option 1)","value":"+1-800-595-6053","notes":"In-state only (Kentucky only). Choose option 1.","source":"https://insurance.ky.gov/ppc/staff.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Division of Consumer Protection","value":"+1-502-564-6034","source":"https://insurance.ky.gov/ppc/staff.aspx","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Department of Insurance by mail","value":"Kentucky Department of Insurance, 500 Mero Street, 2 SE 11, Frankfort, KY 40601","source":"https://insurance.ky.gov/ppc/staff.aspx","last_verified":"2026-10-12"}],"notes":"The department links a guide to appealing a denial from a health benefit plan (https://insurance.ky.gov/ppc/Documents/abdappeal071217.pdf); its content was not reviewed."},{"id":"ky-financial","kind":"financial_regulator","name":"Kentucky Department of Financial Institutions (DFI)","covers_sectors":["bank","credit_union","payments"],"website":"https://kfi.ky.gov/newstatic_Info.aspx?static_ID=347","channels":[{"id":"complaint-form","type":"web_form","label":"Electronic complaint form","value":"https://kfiweb.ky.gov/OnlineComplaintPublic/PublicWebForm.aspx","access":"open","source":"https://kfi.ky.gov/newstatic_Info.aspx?static_ID=347","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Department of Financial Institutions","value":"+1-502-573-3390","source":"https://kfi.ky.gov/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Department of Financial Institutions email","value":"kfi@ky.gov","source":"https://kfi.ky.gov/","last_verified":"2026-10-12"}],"notes":"DFI regulates state-chartered banks and credit unions, money transmitters, check cashers, mortgage lenders and other consumer lenders. National banks and federal savings banks go to the OCC, federal credit unions to the NCUA. DFI does not regulate credit card companies or auto loans."}]},{"id":"la","name":"Louisiana","agencies":[{"id":"la-ag","kind":"attorney_general","name":"Louisiana Attorney General, Consumer Protection Section","website":"https://www.ag.state.la.us/ConsumerProtection","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer Dispute Form","value":"https://www.ag.state.la.us/Complaint/ConsumerDispute","access":"open","notes":"Mail supporting documents to PO Box 94005, Baton Rouge, LA 70804.","source":"https://www.ag.state.la.us/Complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer protection hotline","value":"+1-800-351-4889","source":"https://www.ag.state.la.us/ConsumerProtection","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Constituent services","value":"constituentservices@ag.louisiana.gov","source":"https://www.ag.state.la.us/Complaints","last_verified":"2026-10-12"}]},{"id":"la-puc","kind":"utility_commission","name":"Louisiana Public Service Commission (LPSC)","covers_sectors":["utility"],"website":"https://www.lpsc.louisiana.gov/Complaints","channels":[{"id":"hotline","type":"phone","label":"Louisiana Public Service Commission (800 number)","value":"+1-800-256-2397","source":"https://www.lpsc.louisiana.gov/Contact","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Louisiana Public Service Commission","value":"+1-225-342-4999","source":"https://www.lpsc.louisiana.gov/Contact","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"LPSC by mail","value":"Louisiana Public Service Commission, Galvez Building, 12th Floor, 602 North Fifth Street, PO Box 91154, Baton Rouge, LA 70821-9154","source":"https://www.lpsc.louisiana.gov/Complaints","last_verified":"2026-10-12"}],"notes":"There is no online complaint form. Complaints go to your district Commissioner's office (find it on the LPSC district map) by email, postal mail, phone or fax. The LPSC has jurisdiction over non-municipal utilities and all electric cooperatives, for electric, water, wastewater, natural gas and telecommunication services. Municipally owned utilities are outside its jurisdiction. Its complaint page does not mention wireless, cable or internet."},{"id":"la-financial","kind":"financial_regulator","name":"Louisiana Office of Financial Institutions (OFI)","covers_sectors":["bank","credit_union","payments"],"website":"https://ofi.la.gov/depository/depository-complaints/","channels":[{"id":"mail","type":"mail","label":"Written complaint, banks and credit unions (Depository Department)","value":"Office of Financial Institutions, ATTN Depository Department, 8660 United Plaza Boulevard, 2nd Floor, Baton Rouge, LA 70809-7024","notes":"All complaints must be in writing, by mail or fax (225-925-4525). Form (PDF) at https://ofi.la.gov/wp-content/uploads/2026/04/ComplaintForm_FillablePDF.pdf. Non-depository complaints use https://ofi.la.gov/non-depository/non-depository-complaints/","source":"https://ofi.la.gov/depository/depository-complaints/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"OFI main phone","value":"+1-225-925-4660","source":"https://ofi.la.gov/depository/depository-complaints/","last_verified":"2026-10-12"}],"notes":"Covers state-chartered banks, credit unions and savings institutions. National banks and federal savings banks go to the OCC; federal credit unions go to the NCUA."},{"id":"la-insurance","kind":"insurance_department","name":"Louisiana Department of Insurance, Office of Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.ldi.la.gov/consumers/resources-publications/consumer-services","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://www.ldi.la.gov/onlineservices/ConsumerComplaintForm","source":"https://www.ldi.la.gov/docs/default-source/documents/publicaffairs/consumerpublications/how-to-file-an-insurance-complaint-web.pdf?sfvrsn=a9937c52_52","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer line (toll-free)","value":"+1-800-259-5300","source":"https://www.ldi.la.gov/docs/default-source/documents/publicaffairs/consumerpublications/how-to-file-an-insurance-complaint-web.pdf?sfvrsn=a9937c52_52","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Louisiana Department of Insurance, P.O. Box 94214, Baton Rouge, LA 70804-9214","source":"https://www.ldi.la.gov/docs/default-source/documents/publicaffairs/consumerpublications/how-to-file-an-insurance-complaint-web.pdf?sfvrsn=a9937c52_52","last_verified":"2026-10-12"}],"notes":"Within about a week the department sends an acknowledgment with a file number and the examiner's name. Values confirmed from official search snippets; ldi.la.gov blocks automated page fetches."}]},{"id":"ma","name":"Massachusetts","agencies":[{"id":"ma-ag","kind":"attorney_general","name":"Massachusetts Attorney General, Consumer Advocacy and Response Division (CARD)","website":"https://www.mass.gov/how-to/file-a-consumer-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://www.mass.gov/ago/consumercomplaint","notes":"A printable form can be mailed to the Consumer Advocacy and Response Division, One Ashburton Place, 18th Floor, Boston, MA 02108.","source":"https://www.mass.gov/how-to/file-a-consumer-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Hotline","value":"+1-617-727-8400","hours":"8 AM to 4 PM, Monday through Friday","source":"https://www.mass.gov/how-to/file-a-consumer-complaint","last_verified":"2026-10-12"},{"id":"health-care-helpline","type":"phone","label":"Health Care Division helpline (health insurance claims, medical bills)","value":"+1-617-963-2100","source":"https://www.mass.gov/info-details/consumer-services-at-the-attorney-generals-office","last_verified":"2026-10-12"}],"notes":"Values confirmed from official mass.gov search snippets; mass.gov blocks automated page fetches. Do not file a second complaint about the same issue; call the hotline instead."},{"id":"ma-puc","kind":"utility_commission","name":"Massachusetts Department of Public Utilities (DPU), Consumer Division","covers_sectors":["utility"],"website":"https://www.mass.gov/how-to/file-a-complaint-involving-a-gas-electric-or-water-company","channels":[{"id":"complaint-form","type":"web_form","label":"DPU consumer complaint form","value":"https://www.mass.gov/forms/massachusetts-department-of-public-utilities-consumer-complaint-form","notes":"Do not use the online form if service is shut off or another issue is urgent; call the Consumer Division instead.","source":"https://www.mass.gov/how-to/file-a-complaint-involving-a-gas-electric-or-water-company","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Division","value":"+1-617-737-2836","source":"https://www.mass.gov/how-to/file-a-complaint-involving-a-gas-electric-or-water-company","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Division (toll-free)","value":"+1-877-886-5066","source":"https://www.mass.gov/how-to/file-a-complaint-involving-a-gas-electric-or-water-company","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Division complaints","value":"DPUConsumer.Complaints@mass.gov","source":"https://www.mass.gov/how-to/file-a-complaint-involving-a-gas-electric-or-water-company","last_verified":"2026-10-12"}],"notes":"Try the company first. The DPU accepts complaints only from Massachusetts residents and business owners, about gas, electric and investor-owned water companies, including competitive electricity suppliers. Values confirmed from official mass.gov search snippets."},{"id":"ma-insurance","kind":"insurance_department","name":"Massachusetts Division of Insurance, Consumer Service Unit","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.mass.gov/how-to/filing-an-insurance-complaint","channels":[{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Service Unit","value":"+1-617-521-7794","hours":"Monday to Friday, 8:45 am to 5:00 pm","source":"https://www.mass.gov/info-details/how-to-contact-the-division-of-insurance","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Division of Insurance (toll-free, all units)","value":"+1-877-563-4467","source":"https://www.mass.gov/info-details/how-to-contact-the-division-of-insurance","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Service Unit complaints","value":"CSSComplaints@mass.gov","source":"https://www.mass.gov/how-to/filing-an-insurance-complaint","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint form by mail","value":"Division of Insurance, Consumer Services Unit, 1 Federal Street, Suite 700, Boston, MA 02110","source":"https://www.mass.gov/how-to/filing-an-insurance-complaint","last_verified":"2026-10-12"}],"notes":"Complaints can also be filed online from the filing page; the online form URL was not confirmed. Values confirmed from official mass.gov search snippets."},{"id":"ma-financial","kind":"financial_regulator","name":"Massachusetts Division of Banks, Consumer Assistance Unit","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with the Division of Banks (links to the online form)","value":"https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks","source":"https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Assistance Unit","value":"+1-617-956-1501","source":"https://www.mass.gov/lists/division-of-banks-agency-unit-contact-details","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Division of Banks (toll-free)","value":"+1-800-495-2265","source":"https://www.mass.gov/lists/division-of-banks-agency-unit-contact-details","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer assistance email","value":"dobconsumer.assistance@mass.gov","source":"https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-banks","last_verified":"2026-10-12"}],"notes":"Takes complaints about banks, credit unions and financial products or services in Massachusetts. Businesses not licensed by the Division go to the AG's CARD. No in-person service. Values confirmed from official mass.gov search snippets."}]},{"id":"md","name":"Maryland","agencies":[{"id":"md-ag","kind":"attorney_general","name":"Maryland Attorney General, Consumer Protection Division","website":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","channels":[{"id":"complaint-form","type":"portal","label":"Consumer Protection Division complaint portal","value":"https://portal.oag.state.md.us/cpdportal/","access":"login","notes":"You must register on the portal and log in to file and see \"My Cases\".","source":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Hotline","value":"+1-410-528-8662","source":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","last_verified":"2026-10-12"},{"id":"hotline-toll-free","type":"phone","label":"Toll-free (in Maryland)","value":"+1-888-743-0023","notes":"In-state only (toll-free in Maryland).","source":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","last_verified":"2026-10-12"},{"id":"health-hotline","type":"phone","label":"Health Education and Advocacy hotline","value":"+1-410-528-1840","hours":"Mon-Fri 10am-2pm Eastern","source":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Division mediation","value":"mediator@oag.maryland.gov","source":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Consumer Protection Division by mail","value":"Office of the Attorney General, Consumer Protection Division, 200 St. Paul Place, 16th Floor, Baltimore, MD 21202","source":"https://oag.maryland.gov/i-need-to/Pages/business-complaints.aspx","last_verified":"2026-10-12"}]},{"id":"md-puc","kind":"utility_commission","name":"Maryland Public Service Commission, Consumer Affairs Division","covers_sectors":["utility"],"website":"https://psc.maryland.gov/online-services/file-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Utility complaint form","value":"https://mdpsc.my.site.com/complaints/s/?language=en_US","source":"https://psc.maryland.gov/online-services/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Public Service Commission (MD toll-free)","value":"+1-800-492-0474","notes":"In-state only (Maryland toll-free).","source":"https://psc.maryland.gov/contact/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Public Service Commission (main)","value":"+1-410-767-8000","source":"https://psc.maryland.gov/contact/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Public Service Commission by mail","value":"Maryland Public Service Commission, William Donald Schaefer Tower, 6 St. Paul St., 16th Floor, Baltimore, MD 21202","source":"https://psc.maryland.gov/contact/","last_verified":"2026-10-12"}],"notes":"The Consumer Affairs Division processes utility service complaints. The PSC regulates wholesale and local retail telecommunications services, but its pages do not say whether it takes wireless, cable or internet complaints."},{"id":"md-insurance","kind":"insurance_department","name":"Maryland Insurance Administration, Consumer Complaint Investigation","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","channels":[{"id":"complaint-form","type":"portal","label":"Online complaint portal","value":"https://enterprise.insurance.maryland.gov/consumer/","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Maryland Insurance Administration (toll-free)","value":"+1-800-492-6116","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Maryland Insurance Administration (main)","value":"+1-410-468-2000","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"},{"id":"email-property","type":"email","label":"Property and casualty complaints","value":"pccomplaints.mia@maryland.gov","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"},{"id":"email-health","type":"email","label":"Appeals and grievance (health) complaints","value":"agcomplaints.mia@maryland.gov","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Life and health / appeals and grievance complaints by mail","value":"Maryland Insurance Administration, Attn. Consumer Complaint Investigation, Life and Health/Appeals and Grievance, 200 St. Paul Place, Suite 2700, Baltimore, MD 21202","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Under Maryland's Appeals and Grievance Law you can appeal health insurance denial decisions to the Maryland Insurance Administration. For medical necessity denials you generally must file a grievance with the carrier first, unless you have a compelling reason or it is an emergency.","source":"https://insurance.maryland.gov/Consumer/Pages/FileAComplaint.aspx","last_verified":"2026-10-12"}]},{"id":"md-financial","kind":"financial_regulator","name":"Maryland Office of Financial Regulation, Consumer Response Unit","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://labor.maryland.gov/finance/consumers/comphow.shtml","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://iprod.dllr.state.md.us/form/FinRegComplaintFirst","source":"https://labor.maryland.gov/finance/consumers/comphow.shtml","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Office of Financial Regulation","value":"+1-410-230-6077","source":"https://labor.maryland.gov/finance/consumers/comphow.shtml","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Financial Regulation, ATTN Consumer Response Unit, 100 S. Charles Street, Tower 1, Suite 5300, Baltimore, MD 21201","source":"https://labor.maryland.gov/finance/consumers/comphow.shtml","last_verified":"2026-10-12"}],"notes":"Covers banks and credit unions, check cashing and money transmission, consumer debt, credit reporting, mortgages and student loans under the Commissioner of Financial Regulation."}]},{"id":"me","name":"Maine","agencies":[{"id":"me-ag","kind":"attorney_general","name":"Maine Attorney General, Consumer Protection Division","website":"https://www.maine.gov/ag/consumer/complaints/index.shtml","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint about a business","value":"https://www.maine.gov/ag/online-services/complaint-form","access":"open","source":"https://www.maine.gov/ag/consumer/complaints/index.shtml","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection (toll-free)","value":"+1-800-436-2131","hours":"Monday through Thursday, 9 A.M. to noon","source":"https://www.maine.gov/ag/about-us/contact-us","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Protection","value":"+1-207-626-8849","hours":"Monday through Thursday, 9 A.M. to noon","source":"https://www.maine.gov/ag/about-us/contact-us","last_verified":"2026-10-12"}]},{"id":"me-puc","kind":"utility_commission","name":"Maine Public Utilities Commission, Consumer Assistance and Safety Division","covers_sectors":["utility"],"website":"https://www.maine.gov/mpuc/consumer-assistance/file-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Residential customer complaint form","value":"https://mpuc-cms.maine.gov/CQM.Public.WebUI/CAD/CADResidentialComplaint.aspx","access":"open","source":"https://www.maine.gov/mpuc/consumer-assistance/file-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Assistance Hotline","value":"+1-800-452-4699","hours":"Monday through Friday, 9:00 a.m. to 4:00 p.m.","source":"https://www.maine.gov/mpuc/consumer-assistance/file-complaint","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"MPUC by mail","value":"Maine Public Utilities Commission, 18 State House Station, Augusta, ME 04333-0018","source":"https://www.maine.gov/mpuc/consumer-assistance","last_verified":"2026-10-12"}],"notes":"You must first contact the utility and try to resolve the complaint, except for slamming and cramming on telephone service. The Commission regulates electric, telephone (landline), water and natural gas utilities. It does not regulate cable TV companies, cellular or wireless phone companies (except some aspects of Unicel's service), propane, sewer districts or fuel oil. Internet service is not mentioned."},{"id":"me-insurance","kind":"insurance_department","name":"Maine Bureau of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","channels":[{"id":"complaint-form","type":"web_form","label":"Health, life, annuity, long-term care, disability and Medicare supplement complaint form","value":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute/life-health-complaint-form","access":"open","source":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","last_verified":"2026-10-12"},{"id":"complaint-form-property","type":"web_form","label":"Property and casualty complaint form","value":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute/property-casualty-complaint-form","access":"open","source":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Bureau of Insurance (toll-free)","value":"+1-800-300-5000","source":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Bureau of Insurance","value":"+1-207-624-8475","source":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Complaint by email (subject \"Consumer Complaint\")","value":"insurance.pfr@maine.gov","source":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Bureau of Insurance, 34 State House Station, Augusta, ME 04333","source":"https://www.maine.gov/pfr/insurance/consumers/file-a-complaint-dispute","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"For certain out-of-network emergency service bills, the Bureau offers independent dispute resolution through IMPROVE Health; the arbitrator issues a written decision within 30 calendar days after a completed application.","source":"https://www.maine.gov/pfr/insurance/Consumers/independent-dispute-resolution","last_verified":"2026-10-12"}]},{"id":"me-financial","kind":"financial_regulator","name":"Maine Bureau of Financial Institutions, Consumer Outreach Program","covers_sectors":["bank","credit_union"],"website":"https://www.maine.gov/pfr/financialinstitutions/consumer-tools/complaints","channels":[{"id":"complaint-form","type":"web_form","label":"Inquiries and assistance online form","value":"https://me.accessgov.com/financialinstitutions/Forms/Page/financialinstitutions/inquiryandassistance/","access":"open","source":"https://www.maine.gov/pfr/financialinstitutions/consumer-tools/complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Bureau of Financial Institutions (800 number)","value":"+1-800-965-5235","source":"https://www.maine.gov/pfr/financialinstitutions/consumer-tools/complaints","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Bureau of Financial Institutions","value":"+1-207-624-8570","source":"https://www.maine.gov/pfr/financialinstitutions/consumer-tools/complaints","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Maine Bureau of Financial Institutions, Consumer Outreach Program, 36 State House Station, Augusta, ME 04333-0036","source":"https://www.maine.gov/pfr/financialinstitutions/consumer-tools/complaints","last_verified":"2026-10-12"}],"notes":"The Bureau is not the primary regulator of all banks and credit unions doing business in Maine; it may refer you to the right state or federal regulator."}]},{"id":"mi","name":"Michigan","agencies":[{"id":"mi-ag","kind":"attorney_general","name":"Michigan Department of Attorney General, Consumer Protection","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint / inquiry form","value":"https://secure.ag.state.mi.us/complaints/consumer.aspx","access":"open","notes":"A postal mail address is given after submission.","source":"https://secure.ag.state.mi.us/complaints/consumer.aspx","last_verified":"2026-10-12"}],"notes":"michigan.gov blocks automated fetches; the Attorney General's consumer hotline was not confirmed."},{"id":"mi-puc","kind":"utility_commission","name":"Michigan Public Service Commission (MPSC), Customer Assistance","covers_sectors":["utility","internet_tv"],"website":"https://www.michigan.gov/mpsc/consumer/complaints","channels":[{"id":"complaint-form","type":"web_form","label":"File an informal complaint online","value":"https://www.michigan.gov/mpsc/consumer/complaints","notes":"Online complaints are shared with the utility, including your personal information. For an anonymous complaint, call or mail.","source":"https://www.michigan.gov/mpsc/consumer/complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Inquiries and complaints","value":"+1-800-292-9555","hours":"Monday through Friday, 8:30 a.m. to 4:30 p.m. (excluding State holidays)","source":"https://www.michigan.gov/mpsc/about/contact-us","last_verified":"2026-10-12"},{"id":"phone-out-of-state","type":"phone","label":"Inquiries and complaints (from outside Michigan)","value":"+1-517-284-8100","source":"https://www.michigan.gov/mpsc/about/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance by mail","value":"MPSC Customer Assistance, P.O. Box 30221, Lansing, MI 48909","source":"https://www.michigan.gov/mpsc/consumer/complaints","last_verified":"2026-10-12"}],"notes":"Contact the utility or provider first. The MPSC complaint line also takes video/cable service issues, and there is a separate video/cable formal complaint form. Values confirmed from official search snippets; michigan.gov blocks automated page fetches."},{"id":"mi-insurance","kind":"insurance_department","name":"Michigan Department of Insurance and Financial Services (DIFS), Office of Consumer Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.michigan.gov/difs/consumers","channels":[{"id":"complaint-form","type":"portal","label":"DIFS complaint portal","value":"https://www.michigan.gov/DIFScomplaints","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DIFS consumer line (toll-free)","value":"+1-877-999-6442","hours":"Monday through Friday, 8 a.m. to 5 p.m.","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"DIFS complaints","value":"DIFScomplaints@michigan.gov","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Office of Consumer Services by mail","value":"DIFS Office of Consumer Services, PO Box 30220, Lansing, MI 48909","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"}],"notes":"Try to settle the dispute with the insurer first. DIFS authority covers contracts issued in Michigan. Values confirmed from official search snippets."},{"id":"mi-financial","kind":"financial_regulator","name":"Michigan Department of Insurance and Financial Services (DIFS), Office of Consumer Services","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.michigan.gov/difs/consumers","channels":[{"id":"complaint-form","type":"portal","label":"DIFS complaint portal","value":"https://www.michigan.gov/DIFScomplaints","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DIFS consumer line (toll-free)","value":"+1-877-999-6442","hours":"Monday through Friday, 8 a.m. to 5 p.m.","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"DIFS complaints","value":"DIFScomplaints@michigan.gov","source":"https://www.michigan.gov/difs/consumers/insurance/health-insurance/individual/filing","last_verified":"2026-10-12"}],"notes":"Same agency as mi-insurance; DIFS regulates insurance and financial services. Try to settle the dispute with the financial provider first. Values confirmed from official search snippets."}]},{"id":"mn","name":"Minnesota","agencies":[{"id":"mn-ag","kind":"attorney_general","name":"Minnesota Attorney General's Office","website":"https://www.ag.state.mn.us/Office/Complaint.asp","channels":[{"id":"complaint-form","type":"web_form","label":"Online Consumer Assistance Request Form","value":"https://www.ag.state.mn.us/Office/Forms/ConsumerAssistanceRequest.asp","access":"open","source":"https://www.ag.state.mn.us/Office/Complaint.asp","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Attorney General's Office (Twin Cities calling area)","value":"+1-651-296-3353","source":"https://www.ag.state.mn.us/Office/Complaint.asp","last_verified":"2026-10-12"},{"id":"hotline-outside-metro","type":"phone","label":"Attorney General's Office (outside the Twin Cities)","value":"+1-800-657-3787","source":"https://www.ag.state.mn.us/Office/Complaint.asp","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Attorney General's Office by mail","value":"Office of Minnesota Attorney General, 445 Minnesota Street, Suite 600, St. Paul, MN 55101","source":"https://www.ag.state.mn.us/Office/Complaint.asp","last_verified":"2026-10-12"}]},{"id":"mn-puc","kind":"utility_commission","name":"Minnesota Public Utilities Commission, Consumer Affairs Office","covers_sectors":["utility"],"website":"https://mn.gov/puc/consumers/help/","channels":[{"id":"complaint-form","type":"web_form","label":"Utility complaints","value":"https://mn.gov/puc/consumers/complaint/index.jsp","notes":"mn.gov serves a bot check to automated clients.","access":"captcha","source":"https://mn.gov/puc/consumers/help/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Consumer Affairs Office","value":"+1-651-296-0406","source":"https://mn.gov/puc/consumers/help/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Affairs Office (800 number)","value":"+1-800-657-3782","source":"https://mn.gov/puc/consumers/help/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Affairs Office email","value":"consumer.puc@state.mn.us","source":"https://mn.gov/puc/consumers/help/","last_verified":"2026-10-12"}],"notes":"The Consumer Affairs Office helps with complaints about energy and telecommunications utility services (service quality, billing, disconnections). Its page does not say whether wireless, cable or internet service is covered."},{"id":"mn-insurance","kind":"insurance_department","name":"Minnesota Department of Commerce","covers_sectors":["insurance_property","insurance_health"],"website":"https://mn.gov/commerce/consumers/file-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (Department of Commerce)","value":"https://mn.gov/commerce/consumer/file-a-complaint/index.jsp","access":"captcha","notes":"mn.gov serves a bot check to automated clients.","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Complaints","value":"+1-651-539-1600","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Greater Minnesota","value":"+1-800-657-3602","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Department of Commerce by mail","value":"Minnesota Department of Commerce, 85 7th Place East, Suite 292, Saint Paul, MN 55101","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"}],"notes":"The department has an external review page for health insurance denials (https://mn.gov/commerce/insurance/health/consumer-protections/external-review.jsp); its content could not be read."},{"id":"mn-financial","kind":"financial_regulator","name":"Minnesota Department of Commerce, Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://mn.gov/commerce/consumers/file-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"Banking complaints","value":"https://mn.gov/commerce/consumer/file-a-complaint/bank-complaints.jsp","access":"captcha","notes":"mn.gov serves a bot check to automated clients.","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"complaint-form-credit-union","type":"web_form","label":"Credit union complaints","value":"https://mn.gov/commerce/consumer/file-a-complaint/cu-complaints.jsp","access":"captcha","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"consumer-affairs-phone","type":"phone","label":"Complaints","value":"+1-651-539-1600","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Greater Minnesota","value":"+1-800-657-3602","source":"https://mn.gov/commerce/consumers/file-a-complaint/","last_verified":"2026-10-12"}]}]},{"id":"mo","name":"Missouri","agencies":[{"id":"mo-ag","kind":"attorney_general","name":"Missouri Attorney General, Consumer Protection Division","website":"https://ago.mo.gov/divisions/consumer/","channels":[{"id":"complaint-form","type":"web_form","label":"Submit consumer complaint","value":"https://app.ago.mo.gov/app/consumercomplaint","source":"https://ago.mo.gov/divisions/consumer/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline","value":"+1-800-392-8222","source":"https://ago.mo.gov/divisions/consumer/","last_verified":"2026-10-12"}]},{"id":"mo-puc","kind":"utility_commission","name":"Missouri Public Service Commission","covers_sectors":["utility"],"website":"https://psc.mo.gov/General/Submit_A_Complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Informal complaint e-filing (EFIS)","value":"https://efis.psc.mo.gov/Inquiry/Add","notes":"PDF informal and formal complaint forms are also on the Submit a Complaint page.","source":"https://psc.mo.gov/General/Submit_A_Complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Utility Consumer Hotline","value":"+1-800-392-4211","source":"https://psc.mo.gov/General/Submit_A_Complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"PSC information email","value":"pscinfo@psc.mo.gov","source":"https://psc.mo.gov/General/Submit_A_Complaint","last_verified":"2026-10-12"}],"notes":"First contact the utility and let it investigate. The PSC does not regulate cellphones, internet providers, paging services, cable television rates or service, retail telecommunications services, rates of municipally owned utilities, rural cooperatives, or public water and sewer districts. The Office of the Public Counsel is a separate agency."},{"id":"mo-financial","kind":"financial_regulator","name":"Missouri Division of Finance","covers_sectors":["bank","payments"],"website":"https://finance.mo.gov/consumer-complaints","channels":[{"id":"complaint-form","type":"web_form","label":"Division of Finance complaint form","value":"https://finance.mo.gov/consumer-complaints-0/missouri-division-finance-complaint-form","source":"https://finance.mo.gov/consumer-complaints","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Division of Finance email","value":"finance@dof.mo.gov","source":"https://finance.mo.gov/consumer-complaints","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Missouri Division of Finance","value":"+1-573-751-3242","source":"https://finance.mo.gov/consumer-complaints","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Division of Finance by mail","value":"Missouri Division of Finance, Truman State Office Building, Room 630, Jefferson City, MO 65102","source":"https://finance.mo.gov/consumer-complaints","last_verified":"2026-10-12"}],"notes":"Takes complaints about state-regulated banks, mortgage brokers and lenders. Nationally chartered banks go to the OCC. Credit unions and insurance are handled by the Department of Commerce and Insurance. Missouri does not regulate collection agencies."},{"id":"mo-insurance","kind":"insurance_department","name":"Missouri Department of Commerce and Insurance (DCI), Division of Consumer Affairs","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.mo.gov/what-do-if-you-have-complaint","channels":[{"id":"hotline","type":"phone","label":"Insurance Consumer Hotline","value":"+1-800-726-7390","source":"https://insurance.mo.gov/what-do-if-you-have-complaint","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Department of Commerce and Insurance","value":"+1-573-751-2640","source":"https://insurance.mo.gov/what-do-if-you-have-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Affairs email","value":"ConsumerAffairs@insurance.mo.gov","source":"https://insurance.mo.gov/what-do-if-you-have-complaint","last_verified":"2026-10-12"}],"notes":"Discuss the problem with the agent or company first. DCI acts only on possible violations of Missouri law. Complaints can also be filed online at insurance.mo.gov (form URL not confirmed). Employer self-insured and union plans are forwarded to the federal government. Values confirmed from official search snippets; insurance.mo.gov rate-limits automated fetches."}]},{"id":"ms","name":"Mississippi","agencies":[{"id":"ms-ag","kind":"attorney_general","name":"Mississippi Attorney General's Office, Consumer Protection Division","website":"https://www.ago.state.ms.us/divisions/consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://portal.ago.ms.gov/public/?q=node/403","source":"https://www.ago.state.ms.us/divisions/consumer-protection/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Attorney General's Office (Contact Us)","value":"+1-601-359-3680","source":"https://www.ago.state.ms.us/divisions/consumer-protection/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Attorney General's Office by mail","value":"Mississippi Attorney General's Office, P.O. Box 220, Jackson MS 39205","source":"https://www.ago.state.ms.us/divisions/consumer-protection/","last_verified":"2026-10-12"}],"notes":"The ago.state.ms.us page redirects to attorneygenerallynnfitch.com, where these values were read."},{"id":"ms-puc","kind":"utility_commission","name":"Mississippi Public Service Commission","covers_sectors":["utility"],"website":"https://www.psc.ms.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"File a utility complaint","value":"https://ctsportal.psc.ms.gov/portal/Workflow/Run?workflowId=gb7c65056-6fc2-40df-965e-81966b7748da","source":"https://www.psc.ms.gov/","last_verified":"2026-10-12"},{"id":"hotline-northern","type":"phone","label":"Northern District Commissioner (toll-free)","value":"+1-800-356-6428","source":"https://www.psc.ms.gov/home/psc-contacts","last_verified":"2026-10-12"},{"id":"hotline-central","type":"phone","label":"Central District Commissioner (toll-free)","value":"+1-800-356-6430","source":"https://www.psc.ms.gov/home/psc-contacts","last_verified":"2026-10-12"},{"id":"hotline-southern","type":"phone","label":"Southern District Commissioner (toll-free)","value":"+1-800-356-6429","source":"https://www.psc.ms.gov/home/psc-contacts","last_verified":"2026-10-12"}],"notes":"The PSC lists gas, electric, water, sewer and telecom as regulated utilities. Its home page also has \"Report Lack of Service\" links for cellular and internet, but does not say it takes billing complaints about wireless, cable or internet. Contacts are by commissioner district."},{"id":"ms-insurance","kind":"insurance_department","name":"Mississippi Insurance Department","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.mid.ms.gov/mississippi-insurance-department/consumers/file-a-complaint/","channels":[{"id":"complaint-form","type":"web_form","label":"File company complaint (use for claim-related complaints)","value":"https://www.mid.ms.gov/mississippi-insurance-department/consumers/file-a-complaint/file-company-complaint/","source":"https://www.mid.ms.gov/mississippi-insurance-department/consumers/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Help Line (toll-free)","value":"+1-800-562-2957","source":"https://www.mid.ms.gov/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Consumer Help Line (Jackson area)","value":"+1-601-359-2453","source":"https://www.mid.ms.gov/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Insurance Department by mail","value":"Mississippi Insurance Department, P.O. Box 79, Jackson, MS 39205","source":"https://www.mid.ms.gov/mississippi-insurance-department/consumers/file-a-complaint/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The department explains how to request an external review of an adverse determination of a health claim; the review is done by health care professionals with no association with your insurance company.","source":"https://www.mid.ms.gov/mississippi-insurance-department/healthcare/health-care-external-review/","last_verified":"2026-10-12"}]},{"id":"ms-financial","kind":"financial_regulator","name":"Mississippi Department of Banking and Consumer Finance","covers_sectors":["bank","credit_union","payments"],"website":"https://dbcf.ms.gov/complaint-form/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form","value":"https://dbcf.ms.gov/complaint-form/","notes":"Try to resolve the issue with the institution first. Submit only one form per institution, and do not also email, fax or mail it.","source":"https://dbcf.ms.gov/complaint-form/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Department of Banking and Consumer Finance","value":"+1-601-321-6901","source":"https://dbcf.ms.gov/complaint-form/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Department of Banking and Consumer Finance by mail","value":"Mississippi Department of Banking and Consumer Finance, P.O. Box 12129, Jackson, MS 39236-2129","source":"https://dbcf.ms.gov/complaint-form/","last_verified":"2026-10-12"}],"notes":"The form covers banks, credit unions, check cashers, mortgage companies, pawnshops, small loan companies and title pledge lenders."}]},{"id":"mt","name":"Montana","agencies":[{"id":"mt-ag","kind":"attorney_general","name":"Montana Department of Justice, Office of Consumer Protection","website":"https://dojmt.gov/office-of-consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint page (online filing)","value":"https://dojmt.gov/office-of-consumer-protection/consumer-complaints/","notes":"The office asks consumers to contact the business first. A printable form (OCP-100) is also offered for mail filing.","source":"https://dojmt.gov/office-of-consumer-protection/consumer-complaints/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Office of Consumer Protection, toll-free","value":"+1-800-481-6896","source":"https://dojmt.gov/office-of-consumer-protection/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Office of Consumer Protection, main line","value":"+1-406-444-4500","source":"https://dojmt.gov/office-of-consumer-protection/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mail complaints","value":"Office of Consumer Protection, P.O. Box 200151, Helena, MT 59620-0151","source":"https://dojmt.gov/office-of-consumer-protection/","last_verified":"2026-10-12"}]},{"id":"mt-puc","kind":"utility_commission","name":"Montana Public Service Commission, Consumer Assistance Program","covers_sectors":["utility"],"website":"https://psc.mt.gov","notes":"Takes complaints about regulated utilities, including local landline and in-state long distance telephone service. The commission's pages say it has no jurisdiction over rural electric and telephone cooperatives, cellular phone service, interstate phone service, cable TV, or internet/DSL service.","channels":[{"id":"complaint-form","type":"web_form","label":"Request assistance or file a complaint","value":"https://psc.mt.gov/Consumers/Request-Assistance","notes":"Contact the utility first.","source":"https://psc.mt.gov/Consumers/Request-Assistance","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Assistance Program, toll-free","value":"+1-800-646-6150","source":"https://psc.mt.gov/Consumers/Request-Assistance","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Assistance Program, local","value":"+1-406-444-6150","source":"https://psc.mt.gov/Consumers/Request-Assistance","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Assistance Program email","value":"pschelp@mt.gov","source":"https://psc.mt.gov/Consumers/Request-Assistance","last_verified":"2026-10-12"}]},{"id":"mt-insurance","kind":"insurance_department","name":"Montana Commissioner of Securities and Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://csimt.gov","channels":[{"id":"complaint-form","type":"web_form","label":"Online insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=MT","source":"https://csimt.gov/insurance-complaints-fraud/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer services, toll-free","value":"+1-800-332-6148","source":"https://csimt.gov/insurance-complaints-fraud/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer services, local","value":"+1-406-444-2040","source":"https://csimt.gov/insurance-complaints-fraud/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The commissioner's office helps consumers appeal denied health insurance claims and publishes a guide to internal appeals and external review.","issues":["claim_denial"],"source":"https://csimt.gov/insurance-complaints-fraud/","last_verified":"2026-10-12"}]},{"id":"mt-financial","kind":"financial_regulator","name":"Montana Division of Banking and Financial Institutions","covers_sectors":["bank","credit_union"],"website":"https://doa.mt.gov/bfid/","notes":"Covers state-chartered banks, trust companies and credit unions, mortgage, consumer loan, sales finance, escrow and payday lenders. National banks go to the OCC and federal credit unions to the NCUA. The division refers student loans, credit and prepaid cards, money transfers and virtual currency to the CFPB.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (PDF form; email, mail or fax)","value":"https://doa.mt.gov/BFID/consumer-info#file-a-complaint","notes":"Written complaints only; oral complaints are not accepted. Contact the company first.","source":"https://doa.mt.gov/BFID/consumer-info","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Division main line","value":"+1-406-841-2920","source":"https://doa.mt.gov/bfid/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Division email","value":"banking@mt.gov","source":"https://doa.mt.gov/bfid/","last_verified":"2026-10-12"}]}]},{"id":"nc","name":"North Carolina","agencies":[{"id":"nc-ag","kind":"attorney_general","name":"North Carolina Department of Justice, Consumer Protection Division","website":"https://ncdoj.gov/protecting-consumers/","notes":"The NC Public Staff refers broadband, internet, bundled packages, cable or satellite TV, wireless and propane complaints to the Attorney General.","channels":[{"id":"complaint-form","type":"web_form","label":"General consumer complaint form","value":"https://ncdoj.gov/file-a-complaint/consumer-complaint/","notes":"Online filing is preferred. Up to four supporting documents can be attached. A Spanish form is at https://ncdoj.gov/file-a-complaint/queja-del-consumidor/.","source":"https://ncdoj.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer protection, toll-free (1-877-5-NO-SCAM)","value":"+1-877-566-7226","notes":"Toll-free within North Carolina. Callers outside North Carolina use +1-919-716-6000.","source":"https://ncdoj.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"out-of-state","type":"phone","label":"Consumer protection, outside North Carolina","value":"+1-919-716-6000","source":"https://ncdoj.gov/file-a-complaint/","last_verified":"2026-10-12"}]},{"id":"nc-puc","kind":"utility_commission","name":"North Carolina Utilities Commission, Public Staff Consumer Services Division","covers_sectors":["utility"],"website":"https://publicstaff.nc.gov/","notes":"The Public Staff takes complaints about electric, gas, water and sewer, and telephone utilities. It refers broadband, internet, bundled packages, cable or satellite TV, wireless and propane complaints to the NC Attorney General; electric and telephone membership corporations to the Rural Electrification Authority; and municipal utilities to the local government. Formal complaints go to the Utilities Commission.","channels":[{"id":"complaint-form","type":"web_form","label":"Utility or transportation complaint form","value":"https://publicstaff.nc.gov/submit-complaint","notes":"Try to resolve the problem with the utility first. Only the account holder or a legal representative can file.","source":"https://publicstaff.nc.gov/submit-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Services, toll-free","value":"+1-866-380-9816","hours":"Mon-Fri 8:00 a.m.-5:00 p.m., except state holidays","source":"https://publicstaff.nc.gov/submit-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Services, other callers","value":"+1-919-880-1837","source":"https://publicstaff.nc.gov/submit-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"consumer.services@psncuc.gov","source":"https://publicstaff.nc.gov/submit-complaint","last_verified":"2026-10-12"}]},{"id":"nc-insurance","kind":"insurance_department","name":"North Carolina Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.ncdoi.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Online request for assistance / file a complaint","value":"https://my.ncdoi.com/SA_form/INS_COMPLAINT","source":"https://www.ncdoi.gov/consumers/assistance-or-file-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services, toll-free","value":"+1-855-408-1212","source":"https://www.ncdoi.gov/consumers/assistance-or-file-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Smart NC handles external review of health claim denials. An Independent Review Organization conducts the review after the insurer's appeal process is complete.","issues":["claim_denial"],"source":"https://www.ncdoi.gov/consumers/health-insurance/health-claim-denied/request-external-review","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The external review request must be submitted within 120 days of receiving the insurer's final decision on appeal.","issues":["claim_denial"],"source":"https://www.ncdoi.gov/consumers/health-insurance/health-claim-denied/request-external-review","last_verified":"2026-10-12"}]},{"id":"nc-financial","kind":"financial_regulator","name":"North Carolina Commissioner of Banks","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.nccob.nc.gov/","notes":"Charters and regulates North Carolina state banks, trust companies and mortgage companies, and licenses other financial companies. The page seen does not say where credit union or national bank complaints go.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer inquiries and complaint information","value":"https://www.nccob.nc.gov/consumer-information/consumer-inquiries-and-complaint-information","source":"https://www.nccob.nc.gov/consumer-information/consumer-inquiries-and-complaint-information","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Main office","value":"+1-919-733-3016","source":"https://www.nccob.nc.gov/consumer-information/consumer-inquiries-and-complaint-information","last_verified":"2026-10-12"}]}]},{"id":"nd","name":"North Dakota","agencies":[{"id":"nd-ag","kind":"attorney_general","name":"North Dakota Attorney General, Consumer Protection and Antitrust Division","website":"https://attorneygeneral.nd.gov/consumer-resources/","channels":[{"id":"complaint-form","type":"web_form","label":"General consumer complaint form","value":"https://attorneygeneral.nd.gov/consumer-resources/general-complaint/","notes":"Requires name, address, email, phone and signature. The office does not process anonymous complaints. The complaint and the business's response become public record.","source":"https://attorneygeneral.nd.gov/consumer-resources/general-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection, toll-free","value":"+1-800-472-2600","notes":"Within North Dakota only. Other callers use +1-701-328-3404.","source":"https://attorneygeneral.nd.gov/consumer-resources/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Protection","value":"+1-701-328-3404","source":"https://attorneygeneral.nd.gov/consumer-resources/","last_verified":"2026-10-12"}]},{"id":"nd-puc","kind":"utility_commission","name":"North Dakota Public Service Commission","covers_sectors":["utility"],"website":"https://www.psc.nd.gov/","notes":"No online consumer complaint form was found; contact the commission by phone or email. Its telecommunications page says it has traditional rate authority over only one telephone company, and that local service of small investor-owned companies and cooperatives is outside its jurisdiction except for disconnect issues. It does not address wireless, internet or cable TV.","channels":[{"id":"consumer-affairs","type":"phone","label":"Main phone","value":"+1-701-328-2400","source":"https://www.psc.nd.gov/contact","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Commission email","value":"ndpsc@nd.gov","source":"https://www.psc.nd.gov/contact","last_verified":"2026-10-12"}]},{"id":"nd-insurance","kind":"insurance_department","name":"North Dakota Insurance Department","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.insurance.nd.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=ND","source":"https://www.insurance.nd.gov/consumers/complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer assistance","value":"+1-701-328-2440","source":"https://www.insurance.nd.gov/consumers/complaints","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Department email","value":"insurance@nd.gov","source":"https://www.insurance.nd.gov/consumers/complaints","last_verified":"2026-10-12"}]},{"id":"nd-financial","kind":"financial_regulator","name":"North Dakota Department of Financial Institutions","covers_sectors":["bank","credit_union","payments"],"website":"https://www.nd.gov/dfi/","notes":"Takes complaints about North Dakota state-chartered banks, trust companies and credit unions, and non-depository companies licensed in North Dakota. National banks go to the OCC, federal credit unions to the NCUA, unlicensed non-depository companies to the CFPB, and federal student loan servicers to the U.S. Department of Education.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (online form or fillable PDF)","value":"https://www.nd.gov/dfi/file-complaint","source":"https://www.nd.gov/dfi/file-complaint","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Department phone","value":"+1-701-328-9933","source":"https://www.nd.gov/dfi/file-complaint","last_verified":"2026-10-12"}]}]},{"id":"ne","name":"Nebraska","agencies":[{"id":"ne-ag","kind":"attorney_general","name":"Nebraska Attorney General, Consumer Protection Division (Consumer Affairs Response Team)","website":"https://protectthegoodlife.nebraska.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://www.nebraska.gov/apps-ago-complaints/?preSelect=CP_COMPLAINT","notes":"Shared intake form for scams, consumer complaints and charity complaints. The office asks consumers to contact the business first.","source":"https://protectthegoodlife.nebraska.gov/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Affairs Response Team, toll-free","value":"+1-800-727-6432","source":"https://protectthegoodlife.nebraska.gov/news/attorney-general-announces-consumer-affairs-response-team","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Affairs Response Team, local","value":"+1-402-471-2682","source":"https://protectthegoodlife.nebraska.gov/news/attorney-general-announces-consumer-affairs-response-team","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer protection email","value":"ago.consumer@nebraska.gov","source":"https://protectthegoodlife.nebraska.gov/","last_verified":"2026-10-12"}]},{"id":"ne-puc","kind":"utility_commission","name":"Nebraska Public Service Commission","covers_sectors":["utility"],"website":"https://psc.nebraska.gov","notes":"Has complaint forms for natural gas and telecommunications (plus transportation and housing). It says it has limited regulatory authority over mobile wireless, television and broadband service, which the FCC controls, but will attempt to resolve telephone complaints. Electric service in Nebraska is public power and is not on the commission's complaint list.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (links to natural gas and telecommunications complaint forms)","value":"https://psc.nebraska.gov/for-consumers/file-complaint","notes":"Contact the company first.","source":"https://psc.nebraska.gov/for-consumers/file-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer advocates, toll-free","value":"+1-800-526-0017","hours":"Mon-Fri 8:00 a.m.-5:00 p.m.","notes":"Toll-free in Nebraska only. Other callers use +1-402-471-3101.","source":"https://psc.nebraska.gov/for-consumers/telecommunications-consumer-information","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer advocates, local","value":"+1-402-471-3101","hours":"Mon-Fri 8:00 a.m.-5:00 p.m.","source":"https://psc.nebraska.gov/for-consumers/telecommunications-consumer-information","last_verified":"2026-10-12"}]},{"id":"ne-insurance","kind":"insurance_department","name":"Nebraska Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://doi.nebraska.gov","channels":[{"id":"complaint-form","type":"web_form","label":"Online insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=NE&spanish=N","source":"https://doi.nebraska.gov/consumer/consumer-assistance","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Insurance complaint hotline","value":"+1-877-564-7323","notes":"In-state only. Other callers use +1-402-471-0888.","source":"https://doi.nebraska.gov/consumer/consumer-assistance","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Insurance Complaint Division","value":"+1-402-471-0888","source":"https://doi.nebraska.gov/consumer/consumer-assistance","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Insurance complaints email","value":"doi.insurancecomplaints@nebraska.gov","source":"https://doi.nebraska.gov/consumer/consumer-assistance","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"A neutral third party can review a denied health claim under the Health Carrier External Review Act, once the insurer's internal appeals are exhausted.","issues":["claim_denial"],"source":"https://doi.nebraska.gov/consumer/appealing-denied-health-claim","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have four months from the date you receive a denial notice to request an external review.","issues":["claim_denial"],"source":"https://doi.nebraska.gov/consumer/appealing-denied-health-claim","last_verified":"2026-10-12"}]},{"id":"ne-financial","kind":"financial_regulator","name":"Nebraska Department of Banking and Finance","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://ndbf.nebraska.gov","channels":[{"id":"complaint-form","type":"web_form","label":"Complaints page (links to the Financial Institutions online complaint form)","value":"https://ndbf.nebraska.gov/consumers/complaints","source":"https://ndbf.nebraska.gov/consumers/complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline","value":"+1-877-471-3445","source":"https://ndbf.nebraska.gov/consumers/complaints","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Complaints email","value":"dob.complaints@nebraska.gov","source":"https://ndbf.nebraska.gov/consumers/complaints","last_verified":"2026-10-12"}]}]},{"id":"nh","name":"New Hampshire","agencies":[{"id":"nh-ag","kind":"attorney_general","name":"New Hampshire Department of Justice, Consumer Protection and Antitrust Bureau","website":"https://www.doj.nh.gov/citizens/consumer-protection-antitrust-bureau/consumer-protection-hotline","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaints (online form)","value":"https://www.doj.nh.gov/citizens/consumer-protection-antitrust-bureau/consumer-complaints","source":"https://www.doj.nh.gov/citizens/consumer-protection-antitrust-bureau/consumer-protection-hotline","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline, toll-free","value":"+1-888-468-4454","source":"https://www.doj.nh.gov/citizens/consumer-protection-antitrust-bureau/consumer-protection-hotline","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Protection Hotline, direct line","value":"+1-603-271-3641","hours":"Weekdays 8:00 a.m.-5:00 p.m.","source":"https://www.doj.nh.gov/citizens/consumer-protection-antitrust-bureau/consumer-protection-hotline","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Bureau email","value":"DOJ-CPB@doj.nh.gov","source":"https://www.doj.nh.gov/citizens/consumer-protection-antitrust-bureau/consumer-protection-hotline","last_verified":"2026-10-12"}]},{"id":"nh-puc","kind":"utility_commission","name":"New Hampshire Department of Energy, Consumer Services Division","covers_sectors":["utility"],"website":"https://www.energy.nh.gov/consumers/file-complaint","notes":"The Department of Energy (not the Public Utilities Commission) takes utility consumer complaints about electric, natural gas, water, sewer and telephone providers. For telephone service it may still be able to help resolve a complaint with the provider. The page seen does not mention wireless, internet or cable TV.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.energy.nh.gov/consumers/file-complaint","notes":"Contact the utility first so it can resolve the matter directly.","source":"https://www.energy.nh.gov/consumers/file-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Services Division, toll-free","value":"+1-800-852-3793","hours":"Mon-Fri 8:00 a.m.-4:30 p.m.","source":"https://www.energy.nh.gov/consumers/file-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"consumerservices@energy.nh.gov","source":"https://www.energy.nh.gov/consumers/file-complaint","last_verified":"2026-10-12"}]},{"id":"nh-insurance","kind":"insurance_department","name":"New Hampshire Insurance Department, Consumer Services Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.insurance.nh.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Filing a complaint (online or printable consumer complaint form)","value":"https://www.insurance.nh.gov/consumers/filing-complaint","notes":"When filing for someone else, also submit the Release of Information Form.","source":"https://www.insurance.nh.gov/consumers/filing-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Hotline, toll-free","value":"+1-800-852-3416","source":"https://www.insurance.nh.gov/consumers/filing-complaint","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Services","value":"+1-603-271-2261","source":"https://www.insurance.nh.gov/consumers/filing-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"consumerservices@ins.nh.gov","source":"https://www.insurance.nh.gov/consumers/filing-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"External review is available for a fully insured health or dental plan after the insurer's internal appeal process ends in a final denial. It costs the patient nothing.","issues":["claim_denial"],"source":"https://www.insurance.nh.gov/consumers/health-insurance/independent-external-review","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A standard external review must be submitted to the Insurance Department within 180 days of the insurance company's final denial.","issues":["claim_denial"],"source":"https://www.insurance.nh.gov/consumers/health-insurance/independent-external-review","last_verified":"2026-10-12"}]},{"id":"nh-financial","kind":"financial_regulator","name":"New Hampshire Banking Department","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.banking.nh.gov/consumer-assistance/consumer-complaints","notes":"Handles complaints against state-chartered banks and consumer credit licensees.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaints (Word or PDF form; email or mail)","value":"https://www.banking.nh.gov/consumer-assistance/consumer-complaints","notes":"Send the completed form by email to legal@banking.nh.gov or by mail to 53 Regional Drive, Suite 200, Concord, NH 03301.","source":"https://www.banking.nh.gov/consumer-assistance/consumer-complaints","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Questions about the complaint form","value":"+1-603-271-1090","source":"https://www.banking.nh.gov/sites/g/files/ehbemt621/files/inline-documents/complaint-form.pdf","last_verified":"2026-10-12"}]}]},{"id":"nj","name":"New Jersey","agencies":[{"id":"nj-ag","kind":"attorney_general","name":"New Jersey Office of the Attorney General, Division of Consumer Affairs","website":"https://www.njconsumeraffairs.gov/","notes":"The Division of Consumer Affairs is part of the Office of the Attorney General and takes general consumer complaints.","channels":[{"id":"complaint-form","type":"web_form","label":"File a consumer complaint","value":"https://njconsumeraffairs.nj.gov/file-a-complaint/","notes":"Online filing with document upload, or print the form and mail it. Anonymous complaints get no status updates or restitution.","source":"https://njconsumeraffairs.nj.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Service Center, toll-free","value":"+1-800-242-5846","notes":"Toll-free for New Jersey callers only. Other callers use +1-973-504-6200.","source":"https://www.njconsumeraffairs.gov/ocp/Pages/default.aspx","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Service Center hotline","value":"+1-973-504-6200","source":"https://www.njconsumeraffairs.gov/ocp/Pages/default.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Questions for Consumer Affairs","value":"AskConsumerAffairs@dca.njoag.gov","source":"https://www.njconsumeraffairs.gov/ocp/Pages/default.aspx","last_verified":"2026-10-12"}]},{"id":"nj-puc","kind":"utility_commission","name":"New Jersey Board of Public Utilities, Division of Customer Assistance","covers_sectors":["utility","internet_tv"],"website":"https://www.nj.gov/bpu/","notes":"Takes utility and cable TV complaints. For internet, FiOS, cellular telephone or DSL service, the board recommends contacting the provider, the municipality or the FCC.","channels":[{"id":"complaint-form","type":"web_form","label":"Utility or cable complaint form","value":"https://www.nj.gov/bpu/assistance/complaints/inquiry.html","notes":"Contact the utility first. Online complaints are processed 9 a.m.-4 p.m. on business days; report urgent matters such as shutoffs by phone.","source":"https://www.nj.gov/bpu/assistance/complaints/","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Utility complaints, toll-free","value":"+1-800-624-0241","hours":"9 a.m.-4 p.m.","source":"https://www.nj.gov/bpu/assistance/complaints/","last_verified":"2026-10-12"},{"id":"out-of-state","type":"phone","label":"Utility complaints, out-of-state callers","value":"+1-609-341-9188","source":"https://www.nj.gov/bpu/assistance/","last_verified":"2026-10-12"},{"id":"cable-tv","type":"phone","label":"Cable TV complaints, toll-free","value":"+1-800-624-0331","source":"https://www.nj.gov/bpu/assistance/complaints/","last_verified":"2026-10-12"}]},{"id":"nj-insurance","kind":"insurance_department","name":"New Jersey Department of Banking and Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.nj.gov/dobi/","channels":[{"id":"complaint-form","type":"web_form","label":"Online insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=NJ","source":"https://www.nj.gov/dobi/consumer.htm","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline","value":"+1-800-446-7467","hours":"Mon-Fri 8:30 a.m.-5:00 p.m. Eastern","source":"https://www.nj.gov/dobi/consumer.htm","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer inquiries","value":"+1-609-292-7272","source":"https://www.nj.gov/dobi/consumer.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"A person who disagrees with a health plan denial, termination or limit on a covered service appeals first internally with the carrier, then externally with the Independent Health Care Appeals Program (IHCAP) if not satisfied.","issues":["claim_denial"],"source":"https://www.nj.gov/dobi/division_insurance/managedcare/mcfaqs.htm","last_verified":"2026-10-12"}]},{"id":"nj-financial","kind":"financial_regulator","name":"New Jersey Department of Banking and Insurance","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.nj.gov/dobi/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaints page (banking online form and mail/fax form)","value":"https://www.nj.gov/dobi/consumer.htm","notes":"The online banking complaint form opens in a pop-up window from this page. A mail/fax banking complaint form is at https://www.nj.gov/dobi/bcomform.pdf.","source":"https://www.nj.gov/dobi/consumer.htm","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline","value":"+1-800-446-7467","hours":"Mon-Fri 8:30 a.m.-5:00 p.m. Eastern","source":"https://www.nj.gov/dobi/consumer.htm","last_verified":"2026-10-12"}]}]},{"id":"nm","name":"New Mexico","agencies":[{"id":"nm-ag","kind":"attorney_general","name":"New Mexico Department of Justice, Consumer Protection Division","website":"https://nmdoj.gov/get-help/submit-a-complaint/","notes":"The Consumer Protection Division represents only the State's interests, not individuals, but offers free mediation of disputes. Try to settle with the business first.","channels":[{"id":"complaint-form","type":"web_form","label":"Electronic Complaint and Tip Submission (ECS)","value":"https://secure.nmdoj.gov/ecs","access":"captcha","notes":"A CAPTCHA starts the wizard. The entry must be finished within 48 hours and is not submitted until the final acknowledgment step. Not for people who already have an attorney. A paper form (English and Spanish) is also offered.","source":"https://nmdoj.gov/get-help/submit-a-complaint/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"New Mexico Department of Justice main line","value":"+1-505-490-4060","source":"https://nmdoj.gov/contact-us/","last_verified":"2026-10-12"}]},{"id":"nm-puc","kind":"utility_commission","name":"New Mexico Public Regulation Commission, Consumer Relations Division","covers_sectors":["utility"],"website":"https://www.prc.nm.gov/","notes":"The informal complaint form covers utilities and telecommunications. The commission's company directory lists electric, gas, water, sewer and telecommunications companies and cooperatives. The pages seen do not say whether it takes wireless, internet or cable TV complaints.","channels":[{"id":"complaint-form","type":"web_form","label":"Utility/telecommunications informal complaint form","value":"https://complaints.nm-prc.org/","notes":"The commission strongly suggests discussing the issue with the company first.","source":"https://www.prc.nm.gov/consumer-relations/file-a-complaint/","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Relations, toll-free","value":"+1-888-427-5772","source":"https://www.prc.nm.gov/consumer-relations/consumer-relations-contact-us/","last_verified":"2026-10-12"}]},{"id":"nm-insurance","kind":"insurance_department","name":"New Mexico Office of Superintendent of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.osi.state.nm.us/","channels":[{"id":"complaint-form","type":"web_form","label":"Home, auto and life insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=NM","source":"https://osi.state.nm.us/en/complaints/","last_verified":"2026-10-12"},{"id":"health-complaint-form","type":"web_form","label":"Managed health care complaint form","value":"https://osi.state.nm.us/en/mhcb-complaint/","source":"https://osi.state.nm.us/en/complaints/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer assistance","value":"+1-855-427-5674","source":"https://osi.state.nm.us/en/complaints/","last_verified":"2026-10-12"}]},{"id":"nm-financial","kind":"financial_regulator","name":"New Mexico Regulation and Licensing Department, Financial Institutions Division","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.rld.nm.gov/financial-institutions/","notes":"Covers state-chartered banks and credit unions, consumer lenders, money service businesses, mortgage companies and collection agencies.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (PDF form, emailed to the industry manager)","value":"https://www.rld.nm.gov/help-center/file-a-complaint/","notes":"Download the complaint form and email it with documents to the industry manager for the type of company named on this page. No phone number is listed for these complaints.","source":"https://www.rld.nm.gov/help-center/file-a-complaint/","last_verified":"2026-10-12"}]}]},{"id":"nv","name":"Nevada","agencies":[{"id":"nv-ag","kind":"attorney_general","name":"Nevada Attorney General, Bureau of Consumer Protection","website":"https://ag.nv.gov/About/Consumer_Protection/Bureau_of_Consumer_Protection/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form (English, Microsoft Forms)","value":"https://forms.office.com/g/WgHe2FtGTv","notes":"Linked from the AG complaints page, which also links a Spanish form (https://forms.office.com/g/9scU9nbtjg). The office forwards complaints that belong to another agency. Emailing allegations delays review; use the form.","source":"https://ag.nv.gov/Complaints/CSU_Complaints___FAQ/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer protection, toll-free","value":"+1-888-434-9989","source":"https://ag.nv.gov/About/Consumer_Protection/Bureau_of_Consumer_Protection/","last_verified":"2026-10-12"},{"id":"hotline-nevada","type":"phone","label":"Consumer protection hotline in Nevada","value":"+1-702-486-3132","source":"https://ag.nv.gov/About/Consumer_Protection/Bureau_of_Consumer_Protection/","last_verified":"2026-10-12"}]},{"id":"nv-puc","kind":"utility_commission","name":"Public Utilities Commission of Nevada","covers_sectors":["utility"],"website":"https://puc.nv.gov/","notes":"The PUCN cannot help with a utility it does not regulate; check its regulated-utilities list. For telephone matters its complaint page also refers consumers to the FCC and FTC. It also takes complaints about solar installation companies.","channels":[{"id":"complaint-form","type":"web_form","label":"Utility consumer complaint form","value":"https://hal.nv.gov/form/PUC/Oral_Complaint_Form","notes":"Contact the utility first and ask for a supervisor if needed.","source":"https://puc.nv.gov/consumers/consumer-complaints-with-a-utility/","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer complaints, Northern Nevada","value":"+1-775-684-6100","hours":"Mon-Fri 8 a.m.-5 p.m.","source":"https://puc.nv.gov/consumers/consumer-complaints-with-a-utility/","last_verified":"2026-10-12"},{"id":"consumer-affairs-south","type":"phone","label":"Consumer complaints, Southern Nevada","value":"+1-702-486-2600","hours":"Mon-Fri 8 a.m.-5 p.m.","source":"https://puc.nv.gov/consumers/consumer-complaints-with-a-utility/","last_verified":"2026-10-12"}]},{"id":"nv-insurance","kind":"insurance_department","name":"Nevada Division of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://doi.nv.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (links to the secure online complaint portal)","value":"https://doi.nv.gov/Consumers/File-A-Complaint/","source":"https://doi.nv.gov/Consumers/File-A-Complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Department of Business and Industry, toll-free (statewide)","value":"+1-888-872-3234","source":"https://doi.nv.gov/Contact-Us/","last_verified":"2026-10-12"},{"id":"consumer-services-north","type":"phone","label":"Consumer Services, Northern Nevada","value":"+1-775-687-0700","source":"https://doi.nv.gov/Contact-Us/","last_verified":"2026-10-12"},{"id":"consumer-services-south","type":"phone","label":"Consumer Services, Southern Nevada","value":"+1-702-486-4009","source":"https://doi.nv.gov/Contact-Us/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer services email","value":"cscc@doi.nv.gov","source":"https://doi.nv.gov/Contact-Us/","last_verified":"2026-10-12"}]},{"id":"nv-financial","kind":"financial_regulator","name":"Nevada Financial Institutions Division","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://fid.nv.gov/","notes":"Covers state-chartered banks and credit unions, money transmitters, installment lenders, payday lenders and collection agencies. National banks go to the OCC and federal credit unions to the NCUA. Mortgage companies go to the Nevada Mortgage Lending Division.","channels":[{"id":"complaint-form","type":"web_form","label":"FID complaint form","value":"https://hal.nv.gov/form/FID_ADA_Forms/Complaint_Form","source":"https://fid.nv.gov/resources/resources-and-complaints/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Office of the Commissioner","value":"+1-702-486-4120","source":"https://fid.nv.gov/resources/resources-and-complaints/","last_verified":"2026-10-12"}]}]},{"id":"ny","name":"New York","agencies":[{"id":"ny-ag","kind":"attorney_general","name":"New York State Office of the Attorney General, Bureau of Consumer Frauds and Protection","website":"https://ag.ny.gov/resources/individuals/consumer-issues","notes":"The New York Department of Public Service refers cellular telephone, satellite TV and internet complaints to the Attorney General.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form (retail, services, contracts, credit and personal finance)","value":"https://formsnym.ag.ny.gov/OAGOnlineSubmissionForm/faces/OAGCFCHome","notes":"The category chooser at https://ag.ny.gov/file-complaint/consumer links the right form for each issue.","source":"https://ag.ny.gov/file-complaint/consumer","last_verified":"2026-10-12"},{"id":"tech-complaint-form","type":"web_form","label":"Complaint form for internet providers, streaming, software, apps and data privacy","value":"https://formsnym.ag.ny.gov/OAGOnlineSubmissionForm/faces/OAGBITHome","source":"https://ag.ny.gov/file-complaint/consumer","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"OAG Help Line","value":"+1-800-771-7755","source":"https://ag.ny.gov/file-complaint/consumer","last_verified":"2026-10-12"}]},{"id":"ny-puc","kind":"utility_commission","name":"New York State Department of Public Service","covers_sectors":["utility","internet_tv"],"website":"https://dps.ny.gov/","notes":"Takes complaints about electric, natural gas, steam, landline telephone, cable TV and water utilities. Cellular telephone, satellite TV and internet complaints are referred to the NYS Attorney General. Municipal water complaints go to the municipality.","channels":[{"id":"complaint-form","type":"web_form","label":"File a new complaint","value":"https://www3.dps.ny.gov/ocs/itxgate.nsf/wdps_complaint.xsp","notes":"First seek the assistance of the utility provider.","source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Helpline (complaints and inquiries)","value":"+1-800-342-3377","hours":"Mon-Fri 8:30 a.m.-4:00 p.m.","source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"},{"id":"shutoff-hotline","type":"phone","label":"Residential electric and gas shut-off hotline","value":"+1-800-342-3355","hours":"Mon-Fri 7:30 a.m.-7:30 p.m.","purposes":["disconnection"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"}]},{"id":"ny-insurance","kind":"insurance_department","name":"New York State Department of Financial Services","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.dfs.ny.gov/","channels":[{"id":"complaint-form","type":"portal","label":"DFS consumer complaint portal (insurance, banking, student loan, mortgage)","value":"https://myportal.dfs.ny.gov/web/guest-applications/consumer-complaint?hn=1&forward=new","source":"https://www.dfs.ny.gov/complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DFS consumer hotline","value":"+1-800-342-3736","hours":"Mon-Fri 8:30 a.m.-4:30 p.m.","source":"https://www.dfs.ny.gov/contact_us/main","last_verified":"2026-10-12"},{"id":"external-appeal","type":"phone","label":"External appeal questions and application help","value":"+1-800-400-8882","purposes":["claim_denial"],"source":"https://www.dfs.ny.gov/complaints/file_external_appeal","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"When a health plan denies care as not medically necessary, experimental/investigational or out-of-network, and the internal appeal is complete, DFS sends an external appeal to an independent agent whose decision binds the patient and the plan.","issues":["claim_denial"],"source":"https://www.dfs.ny.gov/complaints/file_external_appeal","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The external appeal application must reach DFS within 4 months from the date of the final adverse determination of the internal appeal.","issues":["claim_denial"],"source":"https://www.dfs.ny.gov/complaints/file_external_appeal","last_verified":"2026-10-12"}]},{"id":"ny-financial","kind":"financial_regulator","name":"New York State Department of Financial Services","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.dfs.ny.gov/","channels":[{"id":"complaint-form","type":"portal","label":"DFS consumer complaint portal (insurance, banking, student loan, mortgage)","value":"https://myportal.dfs.ny.gov/web/guest-applications/consumer-complaint?hn=1&forward=new","source":"https://www.dfs.ny.gov/complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DFS consumer hotline","value":"+1-800-342-3736","hours":"Mon-Fri 8:30 a.m.-4:30 p.m.","source":"https://www.dfs.ny.gov/contact_us/main","last_verified":"2026-10-12"}]}]},{"id":"oh","name":"Ohio","agencies":[{"id":"oh-ag","kind":"attorney_general","name":"Ohio Attorney General, Consumer Protection Section","website":"https://www.ohioattorneygeneral.gov/about-ag/service-divisions/consumer-protection","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://filecomplaint.ohioattorneygeneral.gov/","notes":"A printable consumer complaint form is at https://www.ohioattorneygeneral.gov/Files/Forms/Forms-for-Consumers/ConsumerComplaintForm.aspx.","source":"https://www.ohioattorneygeneral.gov/Individuals-and-Families/Consumers/File-a-Complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"AGO Help Center, toll-free","value":"+1-800-282-0515","source":"https://www.ohioattorneygeneral.gov/about-ag/service-divisions/consumer-protection","last_verified":"2026-10-12"}]},{"id":"oh-puc","kind":"utility_commission","name":"Public Utilities Commission of Ohio (PUCO) Call Center","covers_sectors":["utility"],"website":"https://puco.ohio.gov/wps/portal/gov/puco/help-center/file-a-complaint","notes":"Takes complaints about PUCO-regulated utilities, natural gas and electric suppliers, and basic local exchange (landline) telephone service. It does not regulate internet service or providers, or wireless rates; it refers wireless billing problems to the Ohio Attorney General. The pages seen do not mention cable TV.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (informal complaint with the PUCO Call Center)","value":"https://puco.ohio.gov/wps/portal/gov/puco/help-center/file-a-complaint","notes":"Call the utility first and work with a representative. A registered complaint protects the disputed amount from disconnection; pay the undisputed part.","source":"https://puco.ohio.gov/wps/portal/gov/puco/help-center/file-a-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"PUCO Call Center, toll-free (1-800-686-PUCO)","value":"+1-800-686-7826","source":"https://puco.ohio.gov/wps/portal/gov/puco/help-center/contact-us","last_verified":"2026-10-12"}]},{"id":"oh-insurance","kind":"insurance_department","name":"Ohio Department of Insurance, Consumer Services Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.ohio.gov/about-us/complaint-center/consumer-complaint-info","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://gateway.insurance.ohio.gov/UI/ODI.CS.Public.UI/Complaint.mvc/DisplayConsumerComplaintForm","notes":"Contact the insurance company first. Written complaints can be mailed to the Consumer Services Division, 50 West Town Street, Suite 300, Columbus, OH 43215.","source":"https://gateway.insurance.ohio.gov/UI/ODI.CS.Public.UI/Complaint.mvc/DisplayConsumerComplaintForm","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline, toll-free","value":"+1-800-686-1526","source":"https://insurance.ohio.gov/about-us/complaint-center/consumer-complaint-info","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"After the insurer's internal appeal is exhausted, an external review of a health coverage denial may be conducted by an Independent Review Organization or by the Ohio Department of Insurance (for contractual issues that involve no medical judgment).","issues":["claim_denial"],"source":"https://insurance.ohio.gov/about-us/complaint-center/health-coverage-external-review-process","last_verified":"2026-10-12"}]},{"id":"oh-financial","kind":"financial_regulator","name":"Ohio Department of Commerce, Division of Financial Institutions, Office of Consumer Affairs","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://com.ohio.gov/divisions-and-programs/financial-institutions/consumers","notes":"The division does not regulate all institutions doing business in Ohio; verify the regulator first. It cannot act as your attorney or recover lost funds.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (letter or complaint form by email, mail or fax)","value":"https://com.ohio.gov/divisions-and-programs/financial-institutions/file-a-complaint-fi/file-a-complaint","notes":"Contact the financial institution first. Send copies, not originals, of supporting documents.","source":"https://com.ohio.gov/divisions-and-programs/financial-institutions/file-a-complaint-fi/file-a-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Office of Consumer Affairs hotline","value":"+1-866-278-0003","source":"https://com.ohio.gov/divisions-and-programs/financial-institutions/file-a-complaint-fi/file-a-complaint","last_verified":"2026-10-12"}]}]},{"id":"ok","name":"Oklahoma","agencies":[{"id":"ok-ag","kind":"attorney_general","name":"Oklahoma Attorney General, Consumer Protection Unit","website":"https://oklahoma.gov/oag/about/divisions/cpu.html","notes":"The Corporation Commission refers internet, cable and satellite TV complaints to the Attorney General.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form","value":"https://oklahoma.gov/oag/complaints-tiplines/complaints/consumer.html","notes":"The Consumer Protection Unit page says to download and complete the form, save it as a PDF, and email it with relevant documents to ConsumerProtection@oag.ok.gov with \"Complaint\" in the subject line.","source":"https://oklahoma.gov/oag/about/divisions/cpu.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Unit email","value":"ConsumerProtection@oag.ok.gov","source":"https://oklahoma.gov/oag/about/divisions/cpu.html","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Unit","value":"+1-833-681-1895","source":"https://oklahoma.gov/oag/about/divisions/cpu.html","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Protection Unit, Oklahoma City","value":"+1-405-521-2029","source":"https://oklahoma.gov/oag/about/divisions/cpu.html","last_verified":"2026-10-12"}]},{"id":"ok-puc","kind":"utility_commission","name":"Oklahoma Corporation Commission, Public Utility Division Consumer Services","covers_sectors":["utility"],"website":"https://oklahoma.gov/occ/divisions/public-utility/consumer-services.html","notes":"Takes complaints about regulated public utility and telecommunications companies. It does not regulate non-lifeline wireless (FCC), internet (provider and Attorney General), cable or satellite TV (provider, local franchising authority and Attorney General), municipal electric, gas or water, or rural water districts.","channels":[{"id":"complaint-form","type":"web_form","label":"Public utility complaints (links to the online complaint form for public utility and telecommunications companies)","value":"https://oklahoma.gov/occ/complaints/public-utility.html","notes":"Contact the service provider first for billing or service matters. Confirm the company is OCC-regulated before filing.","source":"https://oklahoma.gov/occ/complaints/public-utility.html","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Services, toll-free","value":"+1-800-522-8154","hours":"Business days 8 a.m.-4:30 p.m.","source":"https://oklahoma.gov/occ/complaints/public-utility.html","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Services, Oklahoma City","value":"+1-405-521-2331","hours":"Business days 8 a.m.-4:30 p.m.","source":"https://oklahoma.gov/occ/complaints/public-utility.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"CS@occ.ok.gov","notes":"Do not send driver's licenses, Social Security cards or other confidential information by email.","source":"https://oklahoma.gov/occ/complaints/public-utility.html","last_verified":"2026-10-12"}]},{"id":"ok-insurance","kind":"insurance_department","name":"Oklahoma Insurance Department","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.oid.ok.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=OK","source":"https://www.oid.ok.gov/consumers/file-an-online-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer assistance, toll-free","value":"+1-800-522-0071","source":"https://www.oid.ok.gov/consumers/file-an-online-complaint/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Oklahoma City office","value":"+1-405-521-2828","source":"https://www.oid.ok.gov/consumers/file-an-online-complaint/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"External reviews of health plan decisions are conducted by Independent Review Organizations certified by the Oklahoma Insurance Department, generally after the plan's internal grievance procedure is complete.","issues":["claim_denial"],"source":"https://www.oid.ok.gov/consumers/external-review-process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 4 months from the date of the decision or final decision to request an external review.","issues":["claim_denial"],"source":"https://www.oid.ok.gov/consumers/external-review-process/","last_verified":"2026-10-12"}]},{"id":"ok-financial","kind":"financial_regulator","name":"Oklahoma State Banking Department","covers_sectors":["bank","credit_union","payments"],"website":"https://oklahoma.gov/banking.html","notes":"Regulates state banks, credit unions, trust companies, savings and loans, money order and money transmission companies. Mortgage companies, loan companies, check cashers, finance companies and credit card companies are overseen by other agencies.","channels":[{"id":"complaint-form","type":"web_form","label":"Complaints page (bank, credit union and money transmission company complaint forms)","value":"https://oklahoma.gov/banking/complaints.html","source":"https://oklahoma.gov/banking/complaints.html","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Banking Department, Oklahoma City","value":"+1-405-521-2782","source":"https://oklahoma.gov/banking/complaints.html","last_verified":"2026-10-12"}]}]},{"id":"or","name":"Oregon","agencies":[{"id":"or-ag","kind":"attorney_general","name":"Oregon Department of Justice, Consumer Protection","website":"https://www.doj.state.or.us/consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"File a consumer complaint online","value":"https://justice.oregon.gov/consumercomplaints/","source":"https://www.doj.state.or.us/consumer-protection/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline","value":"+1-877-877-9392","source":"https://www.doj.state.or.us/consumer-protection/","last_verified":"2026-10-12"}]},{"id":"or-puc","kind":"utility_commission","name":"Public Utility Commission of Oregon, Consumer Services Section","covers_sectors":["utility"],"website":"https://www.oregon.gov/puc/Pages/default.aspx","notes":"The complaint form offers electric, gas, telephone, water and other. The pages seen do not say whether the commission takes wireless, internet or cable TV complaints.","channels":[{"id":"complaint-form","type":"web_form","label":"Utility complaint form","value":"https://apps.puc.state.or.us/consumer/complaint.asp","notes":"Contact the utility first; use the form only if not satisfied with its response.","source":"https://www.oregon.gov/puc/Pages/default.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Services, toll-free","value":"+1-800-522-2404","notes":"Toll-free within Oregon. Other callers use +1-503-378-6600. The complaint form lists these numbers for disconnection emergencies.","source":"https://apps.puc.state.or.us/consumer/complaint/complaint.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Services","value":"+1-503-378-6600","source":"https://apps.puc.state.or.us/consumer/complaint/complaint.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer questions email","value":"puc.consumer@puc.oregon.gov","source":"https://www.oregon.gov/puc/Pages/default.aspx","last_verified":"2026-10-12"}]},{"id":"or-insurance","kind":"insurance_department","name":"Oregon Division of Financial Regulation","covers_sectors":["insurance_property","insurance_health"],"website":"https://dfr.oregon.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=or","source":"https://dfr.oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline, toll-free (insurance and financial services)","value":"+1-888-877-4894","source":"https://dfr.oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Insurance help email","value":"DFR.InsuranceHelp@dcbs.oregon.gov","source":"https://dfr.oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx","last_verified":"2026-10-12"}]},{"id":"or-financial","kind":"financial_regulator","name":"Oregon Division of Financial Regulation","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfr.oregon.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Financial services complaint form","value":"https://www4.cbs.state.or.us/exs/dfcs/complaint/index.cfm?fuseaction=home.english","source":"https://dfr.oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer hotline, toll-free (insurance and financial services)","value":"+1-888-877-4894","source":"https://dfr.oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Financial services help email","value":"DFR.FinancialServicesHelp@dcbs.oregon.gov","source":"https://dfr.oregon.gov/help/complaints-licenses/Pages/file-complaint.aspx","last_verified":"2026-10-12"}]}]},{"id":"pa","name":"Pennsylvania","agencies":[{"id":"pa-ag","kind":"attorney_general","name":"Pennsylvania Office of Attorney General, Bureau of Consumer Protection","website":"https://www.attorneygeneral.gov/","notes":"The PA PUC refers bottled propane gas and oil company complaints to the Bureau of Consumer Protection.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form (English)","value":"https://www.attorneygeneral.gov/submit-a-complaint/consumer-en/","notes":"Try to resolve the issue with the business first. A Spanish form is at https://www.attorneygeneral.gov/submit-a-complaint/consumer-es/. Documents can be uploaded or emailed to BCPAdmin@attorneygeneral.gov.","source":"https://www.attorneygeneral.gov/submit-a-complaint/consumer-en/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection hotline","value":"+1-800-441-2555","source":"https://www.attorneygeneral.gov/contact/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mail complaint documents","value":"Office of Attorney General, Bureau of Consumer Protection, 15th Floor, Strawberry Square, Harrisburg, PA 17120","source":"https://www.attorneygeneral.gov/submit-a-complaint/consumer-en/","last_verified":"2026-10-12"}]},{"id":"pa-puc","kind":"utility_commission","name":"Pennsylvania Public Utility Commission","covers_sectors":["utility"],"website":"https://www.puc.pa.gov/","notes":"Does not handle rural electric cooperatives (PA Rural Electric Association), municipal utilities (the provider), cable TV (the governing body on the bill, or the FCC), cellular or wireless phone companies (the FCC), or bottled propane and oil companies (Attorney General). The complaints page does not say how internet complaints are routed.","channels":[{"id":"complaint-form","type":"web_form","label":"Informal complaint (online form)","value":"https://www.puc.pa.gov/complaints/informal-complaints/","notes":"For most concerns you must contact the utility before you file.","source":"https://www.puc.pa.gov/complaints/","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Customer hotline","value":"+1-800-692-7380","source":"https://www.puc.pa.gov/complaints/","last_verified":"2026-10-12"}]},{"id":"pa-insurance","kind":"insurance_department","name":"Pennsylvania Insurance Department","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.pa.gov/en/agencies/insurance/consumer-help-center.html","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint, ask a question or get help (links to the CSO complaint portal)","value":"https://www.pa.gov/agencies/insurance/consumer-help-center/complaints-questions-help","notes":"The department asks consumers to report insurance problems through its online CSO portal, not the Contact Us form.","source":"https://www.pa.gov/agencies/insurance/consumer-help-center/complaints-questions-help","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer services","value":"+1-877-881-6388","source":"https://www.pa.gov/agencies/insurance/consumer-help-center/complaints-questions-help","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If a health insurer denies a treatment, medication or service, you may be eligible to request a review of the decision by an independent group of doctors and healthcare professionals.","issues":["claim_denial"],"source":"https://www.pa.gov/agencies/insurance/consumer-help-center/complaints-questions-help","last_verified":"2026-10-12"}]},{"id":"pa-financial","kind":"financial_regulator","name":"Pennsylvania Department of Banking and Securities","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.pa.gov/en/agencies/dobs.html","notes":"Covers Pennsylvania state-chartered banks and credit unions, licensed consumer lenders, money transmitters, debt settlement and mortgage companies. Non-PA-chartered banks go to the FDIC or OCC, and federal credit unions to the NCUA. Try to resolve the issue with the institution first.","channels":[{"id":"complaint-form","type":"portal","label":"Online consumer complaint form","value":"https://www.portal.dobs.pa.gov/#ext/conser/complaint/new","source":"https://www.pa.gov/services/dobs/file-a-complaint-about-a-financial-entity-or-professional","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Help Center, toll-free (1-800-PA-BANKS)","value":"+1-800-722-2657","hours":"Mon-Fri 8:00 a.m.-5:00 p.m. Eastern","source":"https://www.pa.gov/services/dobs/file-a-complaint-about-a-financial-entity-or-professional","last_verified":"2026-10-12"}]}]},{"id":"ri","name":"Rhode Island","agencies":[{"id":"ri-ag","kind":"attorney_general","name":"Rhode Island Attorney General, Consumer Protection Unit","website":"https://riag.ri.gov/forms/consumer-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"File a consumer complaint (online form)","value":"https://riag.ri.gov/forms/consumer-complaint","notes":"Attachments up to 10 MB each. Complaints are handled in the order received; an investigator contacts you once it is assigned. Complaints for another agency get referral information.","source":"https://riag.ri.gov/forms/consumer-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Unit (prompt 1)","value":"+1-401-274-4400","notes":"Choose prompt 1 for consumer complaints. Complaints can also be submitted by phone if the form does not work.","source":"https://riag.ri.gov/forms/consumer-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection email","value":"consumers@riag.ri.gov","source":"https://riag.ri.gov/scams","last_verified":"2026-10-12"}]},{"id":"ri-puc","kind":"utility_commission","name":"Rhode Island Division of Public Utilities and Carriers, Consumer Section","covers_sectors":["utility"],"website":"https://ripuc.ri.gov/consumer-information/how-file-complaint","notes":"The Division of Public Utilities and Carriers (not the Public Utilities Commission) takes informal consumer complaints by letter, telephone or in person, for example residential gas, electric and water billing disputes. The pages seen do not say whether it handles wireless, internet or cable TV complaints.","channels":[{"id":"complaint-form","type":"web_form","label":"How to file a complaint","value":"https://ripuc.ri.gov/consumer-information/how-file-complaint","notes":"Contact the utility first; if its response does not satisfy you, complain to the Division.","source":"https://ripuc.ri.gov/consumer-information/how-file-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Section","value":"+1-401-780-9700","source":"https://ripuc.ri.gov/consumer-information/consumer-information","last_verified":"2026-10-12"}]},{"id":"ri-insurance","kind":"insurance_department","name":"Rhode Island Department of Business Regulation, Insurance Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://dbr.ri.gov/insurance/consumers","notes":"The Office of the Health Insurance Commissioner also helps Rhode Islanders with health coverage problems.","channels":[{"id":"complaint-form","type":"web_form","label":"Insurance consumers page (file a complaint online)","value":"https://dbr.ri.gov/insurance/consumers","source":"https://dbr.ri.gov/insurance/consumers","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Insurance Division","value":"+1-401-462-9520","hours":"Mon-Fri 8:30 a.m.-4:00 p.m. Eastern","source":"https://dbr.ri.gov/insurance/consumers","last_verified":"2026-10-12"}]},{"id":"ri-financial","kind":"financial_regulator","name":"Rhode Island Department of Business Regulation, Banking Division","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dbr.ri.gov/insurance-banking-securities-and-charitable-organizations/banking/consumers/file-complaint","channels":[{"id":"complaint-form","type":"web_form","label":"Banking consumers, file a complaint","value":"https://dbr.ri.gov/insurance-banking-securities-and-charitable-organizations/banking/consumers/file-complaint","notes":"Written complaints need your contact details, the company's contact details and a narrative. Contacting the company directly usually resolves complaints.","source":"https://dbr.ri.gov/insurance-banking-securities-and-charitable-organizations/banking/consumers/file-complaint","last_verified":"2026-10-12"}]}]},{"id":"sc","name":"South Carolina","agencies":[{"id":"sc-ag","kind":"attorney_general","name":"South Carolina Attorney General, Consumer Protection and Antitrust","website":"https://www.scag.gov/inside-the-office/legal-services-division/consumer-protection-antitrust/","notes":"The Attorney General does not handle individual consumer complaints against businesses. It refers them to the South Carolina Department of Consumer Affairs (agency sc-consumer-affairs).","channels":[{"id":"complaint-form","type":"portal","label":"SC Department of Consumer Affairs complaint portal (the Attorney General refers complaints here)","value":"https://applications.sc.gov/DCAComplaintSystem/Login/ConsumerLogin.aspx","access":"login","source":"https://www.scag.gov/inside-the-office/legal-services-division/consumer-protection-antitrust/","last_verified":"2026-10-12"}]},{"id":"sc-consumer-affairs","kind":"consumer_affairs","name":"South Carolina Department of Consumer Affairs","website":"https://consumer.sc.gov/","notes":"Takes consumer complaints against businesses. It refers matters under another agency's jurisdiction, for example mortgage and payday lenders to the Consumer Finance Division and insurance companies to the Department of Insurance.","channels":[{"id":"complaint-form","type":"portal","label":"Consumer complaint portal","value":"https://applications.sc.gov/DCAComplaintSystem/Login/ConsumerLogin.aspx","access":"login","notes":"You must log in or register for an account to file. The department encourages consumers to contact the business first.","source":"https://consumer.sc.gov/consumer-resources/consumer-complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Affairs, toll-free","value":"+1-800-922-1594","hours":"Mon-Fri 8:30 a.m.-5 p.m., except state holidays","notes":"Toll-free in South Carolina. Other callers use +1-803-734-4200.","source":"https://consumer.sc.gov/consumer-resources/consumer-complaints","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Affairs","value":"+1-803-734-4200","source":"https://consumer.sc.gov/consumer-resources/consumer-complaints","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Affairs email","value":"scdca@scconsumer.gov","source":"https://consumer.sc.gov/consumer-resources/consumer-complaints","last_verified":"2026-10-12"}]},{"id":"sc-puc","kind":"utility_commission","name":"South Carolina Office of Regulatory Staff","covers_sectors":["utility"],"website":"https://ors.sc.gov/","notes":"The Office of Regulatory Staff, not the Public Service Commission, takes consumer complaints about regulated utilities (including telecommunications) and transportation companies. The pages seen do not say whether it handles wireless, internet or cable TV.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint or make an inquiry","value":"https://sc.accessgov.com/ors/Forms/Page/ors/comsumercomplaint/0","notes":"Discuss the matter directly with the utility first.","source":"https://ors.sc.gov/consumers/resolve-dispute","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer complaints and inquiries, toll-free","value":"+1-800-922-1531","notes":"Toll-free within South Carolina. Other callers use +1-803-737-5230.","source":"https://ors.sc.gov/consumers/resolve-dispute","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer complaints and inquiries","value":"+1-803-737-5230","source":"https://ors.sc.gov/consumers/resolve-dispute","last_verified":"2026-10-12"}]},{"id":"sc-insurance","kind":"insurance_department","name":"South Carolina Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://doi.sc.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=SC","source":"https://doi.sc.gov/8/Consumers","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services, toll-free","value":"+1-800-768-3467","source":"https://doi.sc.gov/8/Consumers","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Services","value":"+1-803-737-6180","source":"https://doi.sc.gov/8/Consumers","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email","value":"consumers@doi.sc.gov","source":"https://doi.sc.gov/8/Consumers","last_verified":"2026-10-12"}]},{"id":"sc-financial","kind":"financial_regulator","name":"South Carolina Office of the Commissioner of Banking (State Board of Financial Institutions)","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://banking.sc.gov/","notes":"Takes complaints about state banks, credit unions and other institutions it regulates. Mortgage lenders, payday lenders and check cashers are under the Consumer Finance Division (https://consumerfinance.sc.gov/).","channels":[{"id":"complaint-form","type":"web_form","label":"Banking complaint form","value":"https://sc.accessgov.com/banking/Forms/Page/banking/bankingcomplaint","notes":"The link on banking.sc.gov is wrapped in a urldefense.com redirect; this is the target URL inside it.","source":"https://banking.sc.gov/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Main office","value":"+1-803-734-2001","source":"https://banking.sc.gov/","last_verified":"2026-10-12"}]}]},{"id":"sd","name":"South Dakota","agencies":[{"id":"sd-ag","kind":"attorney_general","name":"South Dakota Attorney General, Division of Consumer Protection","website":"https://consumer.sd.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint form page (Submit A Complaint)","value":"https://consumer.sd.gov/complaintform.aspx","notes":"The page's Submit A Complaint button opens the online form; a downloadable PDF form is also linked.","source":"https://consumer.sd.gov/complaintform.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection, toll-free","value":"+1-800-300-1986","notes":"In-state only. Other callers use +1-605-773-4400.","source":"https://consumer.sd.gov/contact.aspx","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Protection","value":"+1-605-773-4400","source":"https://consumer.sd.gov/contact.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection email","value":"consumerhelp@state.sd.us","source":"https://consumer.sd.gov/contact.aspx","last_verified":"2026-10-12"}]},{"id":"sd-puc","kind":"utility_commission","name":"South Dakota Public Utilities Commission","covers_sectors":["utility"],"website":"https://puc.sd.gov/","notes":"Regulates investor-owned electric, natural gas and telephone utilities. It has a more limited regulatory role with wireless companies and with cooperative, independent and municipal utilities. The pages seen do not mention internet or cable TV.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint online form","value":"https://puc.sd.gov/consumer/complaint_form.aspx","notes":"Try to resolve the dispute with the company first.","source":"https://puc.sd.gov/consumer/consumercomplaints.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer affairs, toll-free","value":"+1-800-332-1782","source":"https://puc.sd.gov/consumer/consumercomplaints.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer affairs","value":"+1-605-773-3201","source":"https://puc.sd.gov/consumer/consumercomplaints.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer information email","value":"PUCConsumerInfo@state.sd.us","source":"https://puc.sd.gov/consumer/consumercomplaints.aspx","last_verified":"2026-10-12"}]},{"id":"sd-insurance","kind":"insurance_department","name":"South Dakota Division of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://dlr.sd.gov/insurance/default.aspx","channels":[{"id":"complaint-form","type":"web_form","label":"Online insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?spanish=N&state=SD","notes":"Contact the company first. For health plan disputes, you must go through the carrier's internal appeals process before filing.","source":"https://dlr.sd.gov/insurance/doi_complaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Division of Insurance","value":"+1-605-773-3563","source":"https://dlr.sd.gov/insurance/doi_complaint.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Division of Insurance email","value":"sdinsurance@state.sd.us","source":"https://dlr.sd.gov/insurance/doi_complaint.aspx","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Division of Insurance runs the external review process for denied health coverage or benefits, after all appeal options with the insurer are used.","issues":["claim_denial"],"source":"https://dlr.sd.gov/insurance/external_review_health_major_medical.aspx","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An external review request must be filed within four months of the denial.","issues":["claim_denial"],"source":"https://dlr.sd.gov/insurance/external_review_health_major_medical.aspx","last_verified":"2026-10-12"}]},{"id":"sd-financial","kind":"financial_regulator","name":"South Dakota Division of Banking","covers_sectors":["bank","payments","student_loan"],"website":"https://dlr.sd.gov/banking/default.aspx","notes":"Regulates state-chartered banks and trust companies, money lenders, money transmitters and mortgage companies. It does not regulate federally chartered banks and thrifts or credit unions.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaints and resources (links to the online complaint form)","value":"https://dlr.sd.gov/banking/consumers/information_for_consumers.aspx","notes":"All complaints against institutions the division regulates are filed online through the Submit a Complaint link on this page.","source":"https://dlr.sd.gov/banking/consumers/information_for_consumers.aspx","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Division of Banking","value":"+1-605-773-3421","source":"https://dlr.sd.gov/banking/consumers/information_for_consumers.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Division of Banking email","value":"banking@state.sd.us","source":"https://dlr.sd.gov/banking/consumers/information_for_consumers.aspx","last_verified":"2026-10-12"}]}]},{"id":"tn","name":"Tennessee","agencies":[{"id":"tn-ag","kind":"attorney_general","name":"Tennessee Attorney General's Office, Division of Consumer Affairs","website":"https://www.tn.gov/attorneygeneral/working-for-tennessee/consumer-affairs.html","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://agtnprod.powerappsportals.us/DCA/","notes":"You receive an auto-generated email with a PDF copy of the complaint.","source":"https://www.tn.gov/attorneygeneral/working-for-tennessee/consumer/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Division of Consumer Affairs, inside Tennessee","value":"+1-800-342-8385","notes":"Listed as the \"Inside TN\" number. Other callers use +1-615-741-4737.","source":"https://www.tn.gov/attorneygeneral/working-for-tennessee/consumer/contact.html","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Division of Consumer Affairs","value":"+1-615-741-4737","source":"https://www.tn.gov/attorneygeneral/working-for-tennessee/consumer/contact.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Division of Consumer Affairs email","value":"consumer.affairs@ag.tn.gov","source":"https://www.tn.gov/attorneygeneral/working-for-tennessee/consumer/contact.html","last_verified":"2026-10-12"}]},{"id":"tn-puc","kind":"utility_commission","name":"Tennessee Public Utility Commission, Consumer Services Division","covers_sectors":["utility"],"website":"https://www.tn.gov/tpuc.html","notes":"Oversees privately owned electric, gas, water, wastewater and telecommunications companies. Internet/broadband service is not regulated by the TPUC, nor are telecom companies that chose market regulation. The pages seen do not address wireless, cable TV complaints, electric cooperatives or municipal utilities.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (online utility complaint form)","value":"https://www.tn.gov/tpuc/file-a-complaint.html","source":"https://www.tn.gov/tpuc/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"TPUC, toll-free","value":"+1-800-342-8359","source":"https://www.tn.gov/tpuc/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Services Division","value":"+1-615-741-2904","source":"https://www.tn.gov/tpuc/services/utility-complaint-resources.html","last_verified":"2026-10-12"}]},{"id":"tn-insurance","kind":"insurance_department","name":"Tennessee Department of Commerce and Insurance, Insurance Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.tn.gov/commerce/insurance.html","channels":[{"id":"complaint-form","type":"web_form","label":"Insurance complaint instructions and online form","value":"https://www.tn.gov/commerce/insurance/consumer-resources/file-a-complaint/complaint-instructions.html","source":"https://www.tn.gov/commerce/insurance/consumer-resources/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer insurance services, toll-free","value":"+1-800-342-4029","source":"https://www.tn.gov/commerce/insurance/consumer-resources/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer insurance services","value":"+1-615-741-2218","source":"https://www.tn.gov/commerce/insurance/consumer-resources/file-a-complaint.html","last_verified":"2026-10-12"}]},{"id":"tn-financial","kind":"financial_regulator","name":"Tennessee Department of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.tn.gov/tdfi.html","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form","value":"https://stateoftennessee.formstack.com/forms/consumer_complaint","notes":"Try to resolve the issue with the institution first. The source page also links complaints.tdfi.tn.gov, which returned 404 on 2026-10-12.","source":"https://www.tn.gov/tdfi/tdfi-how-do-i/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer resources (request a form or help submitting)","value":"+1-800-778-4215","source":"https://www.tn.gov/tdfi/tdfi-how-do-i/file-a-complaint.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer resources email","value":"tdfi.consumerresources@tn.gov","source":"https://www.tn.gov/tdfi/tdfi-how-do-i/file-a-complaint.html","last_verified":"2026-10-12"}]}]},{"id":"tx","name":"Texas","agencies":[{"id":"tx-ag","kind":"attorney_general","name":"Office of the Attorney General of Texas, Consumer Protection Division","website":"https://www.texasattorneygeneral.gov/consumer-protection","notes":"The office reviews complaints for informational purposes and does not resolve individual complaints or act as a private attorney. Complaints and attachments are public and can be obtained through open records requests.","channels":[{"id":"complaint-form","type":"portal","label":"Consumer Complaint Portal","value":"https://consumerprotection.texasattorneygeneral.gov/consumercomplaintportal/s/","notes":"The portal cannot save an in-progress complaint; finish it in one session. Separate forms exist for general, privacy and AI complaints.","source":"https://www.texasattorneygeneral.gov/consumer-protection/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline, toll-free","value":"+1-800-621-0508","source":"https://www.texasattorneygeneral.gov/contact-us","last_verified":"2026-10-12"}]},{"id":"tx-puc","kind":"utility_commission","name":"Public Utility Commission of Texas, Consumer Protection Division","covers_sectors":["utility"],"website":"https://www.puc.texas.gov/agency/about/consumer-protection/","notes":"The PUCT handles complaints about retail electric providers (REPs), electric utilities and telephone utilities, and is authorized to resolve disputes between a retail customer and a retail electric provider. It has no authority over wireless (cell phone) service, internet or VoIP service; for cable TV it can only forward the complaint to the company. Municipal utilities are governed locally, and for electric cooperatives the PUCT only forwards complaints.","channels":[{"id":"complaint-form","type":"web_form","label":"Electric complaint form (retail electric providers and utilities)","value":"https://www.puc.texas.gov/Complaints/Index","notes":"Contact the electric service provider first and let it investigate; then file with the PUCT Consumer Protection Division.","source":"https://www.puc.texas.gov/Complaints/Index","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Protection, toll-free in Texas","value":"+1-888-782-8477","notes":"Other callers use +1-512-936-7120.","source":"https://www.puc.texas.gov/agency/about/consumer-protection/","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Protection, Austin","value":"+1-512-936-7120","source":"https://www.puc.texas.gov/agency/about/consumer-protection/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"The PUCT does not regulate wireless telecommunications service (pager and cellular phone); the FCC oversees wireless, long distance and cable television service.","source":"https://www.puc.texas.gov/consumer-help/utilitiesnot/","last_verified":"2026-10-12"}]},{"id":"tx-insurance","kind":"insurance_department","name":"Texas Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.tdi.texas.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Get help with an insurance complaint (choose the type of insurance to reach the right form)","value":"https://www.tdi.texas.gov/consumer/get-help-with-an-insurance-complaint.html","source":"https://www.tdi.texas.gov/consumer/get-help-with-an-insurance-complaint.html","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Help Line","value":"+1-800-252-3439","hours":"Mon-Fri 8 a.m.-5 p.m. Central","source":"https://www.tdi.texas.gov/consumer/get-help-with-an-insurance-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If you are not happy with your health plan appeal, or were denied care for a life-threatening condition, you can ask for a free external review by an independent reviewer. TDI can help with fully insured plans but cannot overturn the reviewer's decision.","issues":["claim_denial"],"source":"https://www.tdi.texas.gov/consumer/complaint-health.html","last_verified":"2026-10-12"}]},{"id":"tx-financial","kind":"financial_regulator","name":"Texas Department of Banking","covers_sectors":["bank","payments"],"website":"https://www.dob.texas.gov/","notes":"Handles complaints about state-chartered banks, trust companies, foreign bank agencies and money services businesses (and prepaid funeral and cemetery companies). State credit unions go to the Texas Credit Union Department (https://cud.texas.gov/), consumer finance companies to the Office of Consumer Credit Commissioner (https://occc.texas.gov), state savings banks to the Department of Savings and Mortgage Lending, and national banks to the OCC.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (choose the type of institution)","value":"https://www.dob.texas.gov/file-complaint","source":"https://www.dob.texas.gov/file-complaint","last_verified":"2026-10-12"}]}]},{"id":"ut","name":"Utah","agencies":[{"id":"ut-consumer-protection","kind":"consumer_affairs","name":"Utah Department of Commerce, Division of Consumer Protection","website":"https://commerce.utah.gov/dcp/","notes":"In Utah the Division of Consumer Protection, not the Attorney General, takes consumer complaints against businesses. The Attorney General's Public Protection department represents the Department of Commerce in consumer protection legal actions.","channels":[{"id":"complaint-form","type":"web_form","label":"File a consumer complaint","value":"https://commerce.utah.gov/dcp/complaint/","source":"https://commerce.utah.gov/dcp/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Division of Consumer Protection","value":"+1-801-530-6601","hours":"Mon-Fri 8:00 a.m.-5:00 p.m., closed state and federal holidays","source":"https://commerce.utah.gov/dcp/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Division of Consumer Protection email","value":"consumerprotection@utah.gov","source":"https://commerce.utah.gov/dcp/","last_verified":"2026-10-12"}]},{"id":"ut-puc","kind":"utility_commission","name":"Utah Division of Public Utilities (for the Public Service Commission)","covers_sectors":["utility"],"website":"https://commerce.utah.gov/dpu/","notes":"The Division of Public Utilities handles informal customer utility complaints for the Public Service Commission. The PSC cannot resolve complaints about cable TV, wireless phones, internet service providers, broadband and satellite, DSL (except service quality), VoIP, interstate long distance, municipal and improvement district utilities, or fuel oil and propane.","channels":[{"id":"complaint-form","type":"web_form","label":"Online utility complaint form","value":"https://feedback.utah.gov/jfe/form/SV_2hjewltf4S1dnAa","notes":"Contact the utility first. The utility must respond within five business days after DPU sends it the complaint.","source":"https://commerce.utah.gov/dpu/online-complaint-form/","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Division of Public Utilities, toll-free","value":"+1-800-874-0904","source":"https://commerce.utah.gov/dpu/online-complaint-form/","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Division of Public Utilities","value":"+1-801-530-7622","hours":"Mon-Fri 8:00 a.m.-5:00 p.m., closed state and federal holidays","source":"https://commerce.utah.gov/dpu/online-complaint-form/","last_verified":"2026-10-12"}]},{"id":"ut-insurance","kind":"insurance_department","name":"Utah Insurance Department","covers_sectors":["insurance_property","insurance_health"],"website":"https://insurance.utah.gov/","notes":"Takes complaints about fully insured, Utah-issued policies. Self-funded employer plans go to the U.S. Department of Labor, Medicare Advantage to CMS, and Medicaid plans to Utah Medicaid.","channels":[{"id":"complaint-form","type":"portal","label":"Complaint portal (linked from the complaints page)","value":"https://insurance.utah.gov/complaints/","access":"login","notes":"The portal needs a password-protected account. A paper form (https://insurance.utah.gov/wp-content/uploads/UIDComplaintForm.pdf) can be sent by mail, fax or email instead.","source":"https://insurance.utah.gov/complaints/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer services, in-state toll-free","value":"+1-800-439-3805","hours":"Mon-Fri 8:00 a.m.-5:00 p.m.","notes":"In-state toll-free. Salt Lake City area and other callers use +1-801-957-9200.","source":"https://insurance.utah.gov/complaints/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer services, Salt Lake City area","value":"+1-801-957-9200","source":"https://insurance.utah.gov/complaints/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If the health insurance carrier upholds its initial decision on appeal, you may request an independent review, administered by the carrier or the Utah Insurance Department depending on the type of insurance.","issues":["claim_denial"],"source":"https://insurance.utah.gov/consumers/health-insurance/independent-review/","last_verified":"2026-10-12"}]},{"id":"ut-financial","kind":"financial_regulator","name":"Utah Department of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfi.utah.gov/","notes":"Takes written complaints about state banks, state credit unions and state industrial banks; call first. Federal credit unions go to the NCUA, national banks to the OCC. DFI does not regulate all financial institutions in Utah.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint (PDF form, then email, mail or fax)","value":"https://dfi.utah.gov/resources/helpful-links/file-a-complaint/","notes":"Only written complaints are accepted. Fill the PDF in Adobe Acrobat Reader and email it to complaints.dfi@utah.gov (fastest).","source":"https://dfi.utah.gov/resources/helpful-links/file-a-complaint/","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Complaints email","value":"complaints.dfi@utah.gov","source":"https://dfi.utah.gov/resources/helpful-links/file-a-complaint/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Department phone","value":"+1-801-538-8830","source":"https://dfi.utah.gov/resources/helpful-links/file-a-complaint/","last_verified":"2026-10-12"}]}]},{"id":"va","name":"Virginia","agencies":[{"id":"va-ag","kind":"attorney_general","name":"Office of the Attorney General of Virginia, Consumer Protection Section","website":"https://www.oag.state.va.us/consumer-protection/","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form (preferred method)","value":"https://www.oag.state.va.us/consumercomplaintform/start","notes":"A printable complaint form is offered for people who cannot file online.","source":"https://www.oag.state.va.us/consumer-protection/index.php/file-a-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline, calling from Virginia","value":"+1-800-552-9963","hours":"Mon-Fri 8:30 a.m.-5:00 p.m.","notes":"For calls from Virginia. From the Richmond area or outside Virginia use +1-804-786-2042.","source":"https://www.oag.state.va.us/consumer-protection/index.php/file-a-complaint","last_verified":"2026-10-12"},{"id":"out-of-state","type":"phone","label":"Consumer Protection Hotline, Richmond area or outside Virginia","value":"+1-804-786-2042","hours":"Mon-Fri 8:30 a.m.-5:00 p.m.","source":"https://www.oag.state.va.us/consumer-protection/index.php/file-a-complaint","last_verified":"2026-10-12"}]},{"id":"va-puc","kind":"utility_commission","name":"Virginia State Corporation Commission, Division of Public Utility Regulation","covers_sectors":["utility"],"website":"https://www.scc.virginia.gov/consumers/public-utility/","notes":"Takes complaints about electric, natural gas, water or sewer, and communications (telephone) companies. It does not handle cable or satellite TV, DSL, VoIP or other internet services, interstate long distance, municipally owned utilities, or bottled propane and oil companies. The page does not mention wireless or cooperatives.","channels":[{"id":"complaint-form","type":"web_form","label":"Utility complaints (links to electric, gas, water/sewer and telephone complaint forms)","value":"https://www.scc.virginia.gov/consumers/public-utility/utility-complaints/","notes":"First try to resolve the concern with the utility. Call immediately about a disconnection.","source":"https://www.scc.virginia.gov/consumers/public-utility/utility-complaints/","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Division of Public Utility Regulation, toll-free","value":"+1-800-552-7945","source":"https://www.scc.virginia.gov/consumers/public-utility/utility-complaints/","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Division of Public Utility Regulation","value":"+1-804-371-9611","source":"https://www.scc.virginia.gov/consumers/public-utility/utility-complaints/","last_verified":"2026-10-12"}]},{"id":"va-insurance","kind":"insurance_department","name":"Virginia State Corporation Commission, Bureau of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.scc.virginia.gov/consumers/insurance/","channels":[{"id":"complaint-form","type":"portal","label":"Insurance complaint portal","value":"https://gov.sircon.com/portalAccess.do?service=consumerPortal&authorization=_pEncH1hbc1v7Lu0=","notes":"The bureau does not accept complaints by phone or email.","source":"https://www.scc.virginia.gov/consumers/insurance/file-an-insurance-complaint/","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Bureau of Insurance, toll-free","value":"+1-877-310-6560","source":"https://www.scc.virginia.gov/consumers/insurance/file-an-insurance-complaint/","last_verified":"2026-10-12"},{"id":"life-health","type":"phone","label":"Life and Health Consumer Services","value":"+1-804-371-9691","source":"https://www.scc.virginia.gov/consumers/insurance/file-an-insurance-complaint/","last_verified":"2026-10-12"},{"id":"property-casualty","type":"phone","label":"Property and Casualty Consumer Services","value":"+1-804-371-9185","source":"https://www.scc.virginia.gov/consumers/insurance/file-an-insurance-complaint/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"After the insurer's appeal process is exhausted, the Bureau of Insurance randomly selects an Independent Review Organization to perform an external review of a denial based on medical necessity or an experimental/investigational determination.","issues":["claim_denial"],"source":"https://www.scc.virginia.gov/consumers/insurance/health-insurance-consumer/external-review/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The external review request must reach the Bureau of Insurance within 120 days after the date you received notice of your right to an external review.","issues":["claim_denial"],"source":"https://www.scc.virginia.gov/consumers/insurance/health-insurance-consumer/external-review/","last_verified":"2026-10-12"}]},{"id":"va-financial","kind":"financial_regulator","name":"Virginia State Corporation Commission, Bureau of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://www.scc.virginia.gov/consumers/banks-consumer-lenders/","notes":"Handles Virginia state-chartered financial institutions and certain out-of-state entities authorized in Virginia. National banks and federal savings institutions go to the OCC; federally regulated credit unions go to the NCUA.","channels":[{"id":"complaint-form","type":"web_form","label":"Financial institution complaint online form","value":"https://www.scc.virginia.gov/consumers/banks-consumer-lenders/file-a-financial-complaint/online-form/","source":"https://www.scc.virginia.gov/consumers/banks-consumer-lenders/file-a-financial-complaint/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mail complaints","value":"Bureau of Financial Institutions, P.O. Box 640, Richmond, VA 23218-0640","source":"https://www.scc.virginia.gov/consumers/banks-consumer-lenders/file-a-financial-complaint/","last_verified":"2026-10-12"}]}]},{"id":"vt","name":"Vermont","agencies":[{"id":"vt-ag","kind":"attorney_general","name":"Vermont Attorney General's Office, Consumer Assistance Program","website":"https://ago.vermont.gov/cap","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer Assistance Program complaint form","value":"https://ago.vermont.gov/consumer-assistance-program-complaint-form","source":"https://ago.vermont.gov/cap/get-help-consumer-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Assistance Program, toll-free","value":"+1-800-649-2424","source":"https://ago.vermont.gov/cap/get-help-consumer-complaint","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Assistance Program","value":"+1-802-828-3171","source":"https://ago.vermont.gov/cap/get-help-consumer-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Assistance Program email","value":"AGO.CAP@vermont.gov","source":"https://ago.vermont.gov/cap/get-help-consumer-complaint","last_verified":"2026-10-12"}]},{"id":"vt-puc","kind":"utility_commission","name":"Vermont Department of Public Service, Consumer Affairs and Public Information (CAPI)","covers_sectors":["utility"],"website":"https://publicservice.vermont.gov/consumer-affairs-and-public-information","notes":"The Department of Public Service (not the Public Utility Commission) runs CAPI, which helps consumers reach informal resolution of disputes with regulated utilities; the department covers energy, telecommunications, water and wastewater. The pages seen do not say whether it handles wireless, internet or cable TV complaints, and refer federal-regulation concerns to the FCC.","channels":[{"id":"complaint-form","type":"web_form","label":"Online utility complaint form","value":"https://capi.epsd.vermont.gov/?q=node/51","notes":"While uploads are unavailable, email attachments to PSD.Consumer@vermont.gov.","source":"https://publicservice.vermont.gov/complaint-reporting-and-information","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"CAPI hotline","value":"+1-800-622-4496","hours":"Mon-Fri 7:45 a.m.-4:30 p.m. (department office hours)","source":"https://publicservice.vermont.gov/contact","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer email","value":"psd.consumer@vermont.gov","source":"https://publicservice.vermont.gov/contact","last_verified":"2026-10-12"}]},{"id":"vt-insurance","kind":"insurance_department","name":"Vermont Department of Financial Regulation, Insurance Division","covers_sectors":["insurance_property","insurance_health"],"website":"https://dfr.vermont.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Online insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=VT","source":"https://dfr.vermont.gov/consumers/file-complaint/insurance/insurance-complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Insurance help line","value":"+1-800-964-1784","source":"https://dfr.vermont.gov/consumers/file-complaint/insurance/insurance-complaints","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Insurance consumers","value":"+1-802-828-3302","source":"https://dfr.vermont.gov/consumers/file-complaint/insurance/insurance-complaints","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Insurance information email","value":"dfr.insuranceinfo@vermont.gov","source":"https://dfr.vermont.gov/consumers/file-complaint/insurance/insurance-complaints","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"After the insurer's first-level internal appeal, DFR forwards a health claim denial to an Independent Review Organization, an independent third party unrelated to the insurer or consumer, which decides the external appeal.","issues":["claim_denial"],"source":"https://dfr.vermont.gov/consumers/file-complaint/insurance/healthcare-external-appeal","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Request the external appeal within 120 days or 4 months (whichever is longer) of receiving the insurer's final denial letter.","issues":["claim_denial"],"source":"https://dfr.vermont.gov/consumers/file-complaint/insurance/healthcare-external-appeal","last_verified":"2026-10-12"}]},{"id":"vt-financial","kind":"financial_regulator","name":"Vermont Department of Financial Regulation, Banking Division","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfr.vermont.gov/","notes":"Covers state-chartered banks and credit unions and licensed providers such as mortgage companies, lenders, money transmitters and debt adjusters. National banks go to the OCC, federal credit unions to the NCUA.","channels":[{"id":"complaint-form","type":"web_form","label":"Banking consumer complaint form","value":"https://dfr.vermont.gov/form/banking-consumer-complaint-form","source":"https://dfr.vermont.gov/consumers/file-complaint/banking","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Banking Division","value":"+1-802-828-3307","source":"https://dfr.vermont.gov/consumers/file-complaint/banking","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DFR toll-free","value":"+1-833-337-4685","source":"https://dfr.vermont.gov/consumers/file-complaint/banking","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Banking consumer email","value":"dfr.bnkconsumer@vermont.gov","source":"https://dfr.vermont.gov/consumers/file-complaint/banking","last_verified":"2026-10-12"}]}]},{"id":"wa","name":"Washington","agencies":[{"id":"wa-ag","kind":"attorney_general","name":"Washington State Office of the Attorney General, Consumer Protection Division","website":"https://www.atg.wa.gov/consumer-protection","channels":[{"id":"complaint-form","type":"web_form","label":"General consumer complaint form","value":"https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx","notes":"A PDF form can be downloaded or requested by phone and mailed to 800 5th Ave. Suite 2000, Seattle, WA 98104-3188.","source":"https://www.atg.wa.gov/file-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer call center, toll-free","value":"+1-800-551-4636","hours":"Mon-Fri 10 a.m.-3 p.m.","notes":"In Washington only. Other callers use +1-206-464-6684.","source":"https://www.atg.wa.gov/file-complaint","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer call center","value":"+1-206-464-6684","hours":"Mon-Fri 10 a.m.-3 p.m.","source":"https://www.atg.wa.gov/file-complaint","last_verified":"2026-10-12"}]},{"id":"wa-puc","kind":"utility_commission","name":"Washington Utilities and Transportation Commission","covers_sectors":["utility"],"website":"https://www.utc.wa.gov/","notes":"Regulates only privately held or investor-owned energy, telecommunications, water and transportation companies. Public utility districts, municipal utilities and special districts are not covered. The complaint page does not say whether it takes wireless, internet or cable TV complaints.","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form","value":"https://www.utc.wa.gov/FileComplaint/public-complaint-form","notes":"First try to resolve the dispute with the company.","source":"https://www.utc.wa.gov/consumers/file-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer help line, toll-free (1-888-333-WUTC)","value":"+1-888-333-9882","hours":"9:00 a.m.-12:30 p.m. and 1:30-4:00 p.m.; closed Tuesdays and Thursdays","source":"https://www.utc.wa.gov/consumers/file-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer email","value":"consumer@utc.wa.gov","source":"https://www.utc.wa.gov/consumers/file-complaint","last_verified":"2026-10-12"}]},{"id":"wa-insurance","kind":"insurance_department","name":"Washington State Office of the Insurance Commissioner","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.insurance.wa.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint or check your complaint status","value":"https://www.insurance.wa.gov/complaints-appeals-fraud/complaints/file-complaint-or-check-your-complaint-status","source":"https://www.insurance.wa.gov/complaints-appeals-fraud/complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Advocacy","value":"+1-800-562-6900","hours":"Mon-Fri 8:30 a.m.-4:30 p.m.","source":"https://www.insurance.wa.gov/complaints-appeals-fraud/complaints","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"If a health plan keeps its decision after your appeal, you can ask an independent review organization (separate from the insurer) to review the case; its decision is final. The insurer's decision letters should explain how to request it.","issues":["claim_denial"],"source":"https://www.insurance.wa.gov/insurance-resources/health-insurance/appealing-health-insurance-denial/how-appeal-health-insurance-denial","last_verified":"2026-10-12"}]},{"id":"wa-financial","kind":"financial_regulator","name":"Washington State Department of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfi.wa.gov/","notes":"Handles Washington state-chartered banks, credit unions and trust companies, consumer loan companies, student loan servicers, money transmitters, mortgage lenders and servicers, payday lenders and virtual currency companies. National banks go to their federal regulator.","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint form (English)","value":"https://dfi.wa.gov/complaint-form","notes":"Spanish form at https://dfi.wa.gov/queja.","source":"https://dfi.wa.gov/file-complaint","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"DFI consumer line","value":"+1-877-746-4334","hours":"Mon-Fri 8 a.m.-5 p.m.","source":"https://dfi.wa.gov/file-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"DFI email","value":"dfi@dfi.wa.gov","source":"https://dfi.wa.gov/file-complaint","last_verified":"2026-10-12"}]}]},{"id":"wi","name":"Wisconsin","agencies":[{"id":"wi-ag","kind":"attorney_general","name":"Wisconsin Department of Justice, Consumer Protection and Antitrust Unit","website":"https://www.wisdoj.gov/Pages/PublicSafety/consumer-protection-concerns.aspx","notes":"The DOJ has no consumer complaint form. It mainly litigates cases referred by agencies such as DATCP and DFI, and directs most consumer complaints (advertising, telemarketing, fraud) to DATCP (agency wi-consumer-protection).","channels":[{"id":"hotline","type":"phone","label":"DOJ Consumer Protection Hotline","value":"+1-800-998-0700","source":"https://www.wisdoj.gov/Pages/PublicSafety/consumer-protection-concerns.aspx","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"DOJ Consumer Protection Hotline, local","value":"+1-608-266-1852","source":"https://www.wisdoj.gov/Pages/PublicSafety/consumer-protection-concerns.aspx","last_verified":"2026-10-12"}]},{"id":"wi-consumer-protection","kind":"consumer_affairs","name":"Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP), Bureau of Consumer Protection","website":"https://datcp.wi.gov/Pages/Programs_Services/ConsumerProtection.aspx","notes":"DATCP takes consumer complaints in Wisconsin, including telecommunications complaints. The PSC refers services it does not regulate to DATCP.","channels":[{"id":"complaint-form","type":"web_form","label":"File a consumer complaint (choose a category; general complaint form)","value":"https://datcp.wi.gov/Pages/Programs_Services/FileConsumerComplaint.aspx","notes":"Categories include landlord-tenant, telemarketing, home improvement, identity theft, telecommunications, motor vehicle repair and a general complaint form. Complaints can also be filed by mail.","source":"https://datcp.wi.gov/Pages/Programs_Services/FileConsumerComplaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline","value":"+1-800-422-7128","hours":"Mon-Fri 7:45 a.m.-4:30 p.m., except state holidays","source":"https://datcp.wi.gov/Pages/Programs_Services/ContactBCP.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Hotline email","value":"DATCPHotline@wisconsin.gov","source":"https://datcp.wi.gov/Pages/Programs_Services/ContactBCP.aspx","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mail","value":"DATCP Bureau of Consumer Protection, PO Box 8911, Madison, WI 53708-8911","source":"https://datcp.wi.gov/Pages/Programs_Services/ContactBCP.aspx","last_verified":"2026-10-12"}]},{"id":"wi-puc","kind":"utility_commission","name":"Public Service Commission of Wisconsin","covers_sectors":["utility"],"website":"https://psc.wi.gov/","notes":"Helps with electric, natural gas and water disputes and very limited aspects of local telephone service. For services it does not regulate it refers consumers to DATCP at 1-800-422-7128.","channels":[{"id":"complaint-form","type":"web_form","label":"File a utility complaint online","value":"https://apps.psc.wi.gov/pages/complaint.htm","notes":"You must first try to resolve the dispute directly with the utility.","source":"https://psc.wi.gov/Pages/ForConsumers/LogAComplaint.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Affairs, toll-free","value":"+1-800-225-7729","hours":"Mon-Fri 7:45 a.m.-4:30 p.m.","source":"https://psc.wi.gov/Pages/ForConsumers/LogAComplaint.aspx","last_verified":"2026-10-12"},{"id":"consumer-affairs-local","type":"phone","label":"Consumer Affairs","value":"+1-608-266-2001","hours":"Mon-Fri 7:45 a.m.-4:30 p.m.","source":"https://psc.wi.gov/Pages/ForConsumers/LogAComplaint.aspx","last_verified":"2026-10-12"}]},{"id":"wi-insurance","kind":"insurance_department","name":"Wisconsin Office of the Commissioner of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://oci.wi.gov/","channels":[{"id":"complaint-form","type":"web_form","label":"Online insurance complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?spanish=N&state=WI","source":"https://oci.wi.gov/Pages/Consumers/Filing-a-Complaint.aspx","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Complaints, within Wisconsin","value":"+1-800-236-8517","notes":"Within Wisconsin. Callers outside Wisconsin use +1-608-266-0103.","source":"https://oci.wi.gov/Pages/Consumers/Filing-a-Complaint.aspx","last_verified":"2026-10-12"},{"id":"out-of-state","type":"phone","label":"Complaints, outside Wisconsin","value":"+1-608-266-0103","source":"https://oci.wi.gov/Pages/Consumers/Filing-a-Complaint.aspx","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Complaints email (request a paper form)","value":"ocicomplaints@wisconsin.gov","source":"https://oci.wi.gov/Pages/Consumers/Filing-a-Complaint.aspx","last_verified":"2026-10-12"}]},{"id":"wi-financial","kind":"financial_regulator","name":"Wisconsin Department of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfi.wi.gov/Pages/Home.aspx","channels":[{"id":"complaint-form","type":"web_form","label":"Online complaint system","value":"https://dfi.wi.gov/apps/onlinecomplaintsystem","notes":"A separate Wisconsin Consumer Act complaint page is at https://dfi.wi.gov/Pages/ConsumerServices/WisconsinConsumerAct/FileAComplaint.aspx.","source":"https://dfi.wi.gov/Pages/Home.aspx","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Department phone","value":"+1-608-261-9555","source":"https://dfi.wi.gov/Pages/Home.aspx","last_verified":"2026-10-12"}]}]},{"id":"wv","name":"West Virginia","agencies":[{"id":"wv-ag","kind":"attorney_general","name":"West Virginia Attorney General, Consumer Protection and Antitrust Division","website":"https://ago.wv.gov/consumer-protection-and-antitrust-division","notes":"The office also has a separate broadband consumer complaint form (https://wv.accessgov.com/ago/Forms/Page/broadbandcomplaint/broadbandcomplaint/1).","channels":[{"id":"complaint-form","type":"web_form","label":"General consumer complaint form","value":"https://wv.accessgov.com/ago/Forms/Page/consumercomplaint/file/1","source":"https://ago.wv.gov/file-complaint-consumer-protection-division","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Hotline","value":"+1-800-368-8808","source":"https://ago.wv.gov/file-complaint-consumer-protection-division","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Protection Division","value":"+1-304-558-8986","source":"https://ago.wv.gov/file-complaint-consumer-protection-division","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer complaint email (subject \"Consumer Complaint\")","value":"consumer.complaint@wvago.gov","source":"https://ago.wv.gov/file-complaint-consumer-protection-division","last_verified":"2026-10-12"}]},{"id":"wv-puc","kind":"utility_commission","name":"Public Service Commission of West Virginia","covers_sectors":["utility","internet_tv"],"website":"https://www.psc.state.wv.us/","notes":"Handles electric, natural gas, landline telephone, most water and wastewater companies, towing, and some cable service problems. It does not handle internet providers, cable TV rates, cellular, wireless or long distance phone companies, or propane distributors. It generally does not regulate rates of municipally owned utilities.","channels":[{"id":"complaint-form","type":"web_form","label":"Informal complaint form","value":"https://www.psc.state.wv.us/scripts/complaints/informalcomplaint.cfm","notes":"Try to resolve the problem with the utility first.","source":"https://www.psc.state.wv.us/scripts/complaints/instructions.cfm","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Consumer Affairs Technicians, toll-free","value":"+1-800-642-8544","hours":"Weekdays 8:00 a.m.-5:00 p.m.","source":"https://www.psc.state.wv.us/scripts/complaints/instructions.cfm","last_verified":"2026-10-12"}]},{"id":"wv-insurance","kind":"insurance_department","name":"West Virginia Offices of the Insurance Commissioner","covers_sectors":["insurance_property","insurance_health"],"website":"https://www.wvinsurance.gov/consumerservices","channels":[{"id":"complaint-form","type":"web_form","label":"Online consumer complaint form (NAIC-hosted)","value":"https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?spanish=N&state=WV","source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Services, toll-free (1-888-TRY-WVIC)","value":"+1-888-879-9842","source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"},{"id":"life-health","type":"phone","label":"Consumer Services, Life and Health","value":"+1-304-720-8584","source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"},{"id":"property-casualty","type":"phone","label":"Consumer Services, Property and Casualty","value":"+1-304-720-8580","source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Services email, Life and Health","value":"OICConsumerServicesLH@wv.gov","source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"},{"id":"email-pc","type":"email","label":"Consumer Services email, Property and Casualty","value":"OICConsumerServicesPC@wv.gov","source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The consumer services page offers an External Review Application; Life and Health consumer services handles calls about claim denials.","issues":["claim_denial"],"source":"https://www.wvinsurance.gov/consumerservices","last_verified":"2026-10-12"}]},{"id":"wv-financial","kind":"financial_regulator","name":"West Virginia Division of Financial Institutions","covers_sectors":["bank","credit_union","payments","student_loan"],"website":"https://dfi.wv.gov/","notes":"Covers state-chartered banks and credit unions, regulated consumer lenders, second mortgage lenders and brokers, and money transmitters. National banks, federal credit unions, federal savings institutions and first mortgage lenders are outside its authority.","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint page (PDF form, written complaints only)","value":"https://dfi.wv.gov/consumer-complaints","notes":"Complaints must be in writing. Sign the PDF form and send it with copies of documents to the address on the form.","source":"https://dfi.wv.gov/consumer-complaints","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Division of Financial Institutions","value":"+1-304-558-2294","source":"https://dfi.wv.gov/consumer-complaints","last_verified":"2026-10-12"}]}]},{"id":"wy","name":"Wyoming","agencies":[{"id":"wy-ag","kind":"attorney_general","name":"Wyoming Attorney General, Consumer Protection and Antitrust Unit","website":"https://ag.wyo.gov/law-office-division/consumer-protection-and-antitrust-unit","channels":[{"id":"complaint-form","type":"web_form","label":"Consumer complaint page (online form and PDF form)","value":"https://ag.wyo.gov/law-office-division/consumer-protection-and-antitrust-unit/consumer-complaints","notes":"Try to resolve the complaint with the business first. Incomplete forms are returned unprocessed. Supporting documents can be uploaded or emailed to ag.consumer@wyo.gov.","source":"https://ag.wyo.gov/law-office-division/consumer-protection-and-antitrust-unit/consumer-complaints","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Protection Unit","value":"+1-307-777-6397","source":"https://ag.wyo.gov/law-office-division/consumer-protection-and-antitrust-unit","last_verified":"2026-10-12"},{"id":"hotline-alt","type":"phone","label":"Consumer Protection Unit, second line","value":"+1-307-777-8962","source":"https://ag.wyo.gov/law-office-division/consumer-protection-and-antitrust-unit","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Consumer Protection Unit email","value":"ag.consumer@wyo.gov","source":"https://ag.wyo.gov/law-office-division/consumer-protection-and-antitrust-unit","last_verified":"2026-10-12"}]},{"id":"wy-puc","kind":"utility_commission","name":"Wyoming Public Service Commission","covers_sectors":["utility"],"website":"https://psc.wyo.gov/","notes":"Does not regulate and cannot process complaints about cable TV, internet service, wireless phone service, telemarketing, directory services, pay phones, municipal utilities inside city limits, or wholesale gas and electricity prices.","channels":[{"id":"complaint-form","type":"web_form","label":"Complaint form (Google Drive document)","value":"https://drive.google.com/open?id=1tt6JVX11tztpG4K5qsGZzkYKy-D-r7WB","notes":"Send the completed form to wpsc_complaints@wyo.gov. The commission requires a response from the utility after it receives a complaint.","source":"https://psc.wyo.gov/home/file-a-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Complaints email","value":"wpsc_complaints@wyo.gov","source":"https://psc.wyo.gov/home/file-a-complaint","last_verified":"2026-10-12"},{"id":"consumer-affairs","type":"phone","label":"Commission phone","value":"+1-307-777-7427","source":"https://psc.wyo.gov/","last_verified":"2026-10-12"}]},{"id":"wy-insurance","kind":"insurance_department","name":"Wyoming Department of Insurance","covers_sectors":["insurance_property","insurance_health"],"website":"https://doi.wyo.gov/consumers","channels":[{"id":"complaint-form","type":"portal","label":"Online complaint portal","value":"https://gov.sircon.com/portalAccess.do?service=consumerPortal&authorization=_pEnc0XntcoDLBqE=","source":"https://doi.wyo.gov/consumers","last_verified":"2026-10-12"},{"id":"hotline","type":"phone","label":"Consumer Affairs, toll-free","value":"+1-800-438-5768","source":"https://doi.wyo.gov/consumers","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Consumer Affairs","value":"+1-307-777-7402","source":"https://doi.wyo.gov/consumers","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"A licensed Independent Review Organization, separate from the insurer, conducts external review of a medical claim denial after all levels of the insurer's internal appeal or grievance process are exhausted.","issues":["claim_denial"],"source":"https://doi.wyo.gov/consumers/iro","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The written external review request must go to the insurer no later than 120 days from the date of the final denial letter.","issues":["claim_denial"],"source":"https://doi.wyo.gov/consumers/iro","last_verified":"2026-10-12"}]},{"id":"wy-financial","kind":"financial_regulator","name":"Wyoming Division of Banking","covers_sectors":["bank","payments","student_loan"],"website":"https://wyomingbankingdivision.wyo.gov/","notes":"Covers Wyoming state-chartered banks and trust companies and non-depository consumer credit businesses (consumer lenders, money transmitters, mortgage lenders, sales finance companies). National banks go to the OCC and federal credit unions to the NCUA. Contact the institution first.","channels":[{"id":"complaint-form","type":"web_form","label":"How to file a complaint (printable consumer complaint and state bank complaint forms)","value":"https://wyomingbankingdivision.wyo.gov/how-to-file-a-complaint","notes":"Mail the completed form to Hathaway Building, 2nd Floor, 2300 Capitol Avenue, Cheyenne, WY 82002, or email bank complaints.","source":"https://wyomingbankingdivision.wyo.gov/how-to-file-a-complaint","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Division of Banking","value":"+1-307-777-7797","source":"https://wyomingbankingdivision.wyo.gov/how-to-file-a-complaint","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Bank complaints email","value":"wyomingbankingdivision@wyo.gov","source":"https://wyomingbankingdivision.wyo.gov/how-to-file-a-complaint","last_verified":"2026-10-12"}]}]}],"rules":[{"id":"aca-appeals-external-review","title":"ACA internal appeals and external review for health coverage","citation":"45 CFR 147.136 (with 29 CFR 2560.503-1 for group health plans)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["insurance_health"],"issues":["claim_denial","claim_delay"]},"summary":"After a health plan denies a claim, the patient has 180 days to file an internal appeal. The plan must decide within 30 days (care not yet received), 60 days (care already received) or 72 hours (urgent care). After a final denial, the patient can ask for an independent external review within 4 months; the plan must accept the reviewer's decision.","points":[{"kind":"deadline","claim":"\"You must file your internal appeal within 180 days (6 months) of receiving notice that your claim was denied.\"","issues":["claim_denial"],"source":"https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The internal appeal must be completed within 30 days for a service not yet received and within 60 days for a service already received.","issues":["claim_denial","claim_delay"],"source":"https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For urgent care claims, a group health plan must decide an appeal \"not later than 72 hours after receipt of the claimant's request for review\".","issues":["claim_denial","claim_delay"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"process","claim":"In urgent situations, \"You may file an internal appeal and an external review request at the same time.\"","issues":["claim_denial"],"source":"https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Plans must continue coverage pending the outcome of an appeal, and may not reduce or end benefits for an ongoing course of treatment without advance notice and an opportunity for advance review.","issues":["claim_denial"],"source":"https://www.law.cornell.edu/cfr/text/45/147.136","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An external review must be requested within \"4 months after the date you receive a notice or final determination\" from the insurer. A standard decision is due no later than 45 days after the request is received; an expedited decision no later than 72 hours.","issues":["claim_denial"],"source":"https://www.healthcare.gov/appeal-insurance-company-decision/external-review/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The insurer is required by law to accept the external reviewer's decision. The HHS-administered process is free; a state or insurer-contracted process may charge, but not more than $25 per review.","issues":["claim_denial"],"source":"https://www.healthcare.gov/appeal-insurance-company-decision/external-review/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the plan fails to strictly follow the internal claims and appeals requirements, the claimant \"is deemed to have exhausted the internal claims and appeals process\", subject to a de minimis exception.","issues":["claim_denial","claim_delay"],"source":"https://www.law.cornell.edu/cfr/text/45/147.136","last_verified":"2026-10-12"},{"kind":"limit","claim":"These internal appeal and external review requirements generally do not apply to grandfathered plans.","issues":["claim_denial"],"source":"https://www.law.cornell.edu/cfr/text/45/147.136","last_verified":"2026-10-12"},{"kind":"contact","claim":"For plans that use the HHS-administered external review process, requests can be filed online with MAXIMUS Federal Services, by calling 1-888-866-6205 for a form, or by email to ferp@maximus.com. For a state process, the contact is in the final denial notice or Explanation of Benefits.","issues":["claim_denial"],"source":"https://www.healthcare.gov/appeal-insurance-company-decision/external-review/","last_verified":"2026-10-12"}],"source":"https://www.law.cornell.edu/cfr/text/45/147.136","last_verified":"2026-10-12"},{"id":"ca-automatic-renewal-law","title":"California Automatic Renewal Law","citation":"Cal. Bus. & Prof. Code § 17602","jurisdiction":"ca","status":"in_effect","applies_to":{"issues":["cancel_service","bill_increase"]},"summary":"Businesses that sell automatic renewal or continuous service offers to California consumers must let a consumer who signed up online cancel exclusively online, at will, and must offer cancellation in the same medium used to sign up. Save offers are allowed only if cancellation stays available (\"click to cancel\" online; saying \"cancel\" on the phone). Annual reminders and advance notice of price changes are required.","points":[{"kind":"process","claim":"A business that allows a consumer to accept an automatic renewal or continuous service online must allow the consumer to terminate it \"exclusively online, at will\", through a prominently located direct link or button (for example in the account profile or device settings) or an immediately accessible termination email.","issues":["cancel_service"],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the business shows a discount or other save offer when a consumer tries to cancel online, it must at the same time display \"a prominently located and continuously and proximately displayed direct link or button entitled 'click to cancel'\" (or similar) and promptly process the cancellation if the consumer uses it.","issues":["cancel_service"],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12"},{"kind":"policy","claim":"On a cancellation phone call, before making a retention offer the business must tell the consumer they may complete cancellation at any time by stating that they want to \"cancel\", and must promptly process the cancellation when they do.","issues":["cancel_service"],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cancellation must be available in the same medium the consumer used to sign up, or in the medium the consumer usually uses with the business.","issues":["cancel_service"],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Notice of a fee change must be sent \"no less than 7 days and no more than 30 days before the fee change takes effect\", with clear information on the change and how to cancel.","issues":["bill_increase","cancel_service"],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a free trial lasts more than 31 days, the business must send notice \"at least 3 days before and at most 21 days before the expiration\" of the trial. A business must send \"an annual reminder to a consumer under an annual automatic renewal agreement\" that states the product, the frequency and amount of charges, and how to cancel.","issues":["cancel_service","bill_increase"],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12"}],"source":"https://california.public.law/codes/business_and_professions_code_section_17602","last_verified":"2026-10-12","status_note":"In force. Subdivision (j) applies the most recent amendments to contracts \"entered into, amended, or extended under this article on or after July 1, 2025\". Older contracts may be governed by the prior text. The official site leginfo.legislature.ca.gov blocked automated access, so the text was read on california.public.law (marked up to date as of 2026-10-12). The name of the amending bill was not confirmed from a primary source."},{"id":"ccpa-privacy-rights","title":"California Consumer Privacy Act rights (know, delete, correct, opt out)","citation":"Cal. Civ. Code § 1798.100 et seq.","jurisdiction":"ca","status":"in_effect","applies_to":{"issues":["privacy_request"]},"summary":"California residents can ask a covered business to disclose, delete or correct their personal information, opt out of its sale or sharing, and limit use of sensitive information, without discrimination. The business must confirm receipt within 10 business days and respond within 45 calendar days (extendable to 90 days with notice). Opt-outs must be honored within 15 business days.","points":[{"kind":"policy","claim":"Consumers have the right to know what personal information a business collects about them, to delete it, to opt out of its sale or sharing, to correct inaccurate information, to limit use of sensitive personal information, and not to be discriminated against for exercising these rights.","issues":["privacy_request"],"source":"https://oag.ca.gov/privacy/ccpa","last_verified":"2026-10-12"},{"kind":"process","claim":"Businesses must offer at least two methods to submit requests to know or delete; \"One of those methods has to be a toll-free phone number\", and a business with a website must accept requests through it. A business cannot require a consumer to create an account just to make a request to know.","issues":["privacy_request"],"source":"https://oag.ca.gov/privacy/ccpa","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"Businesses must confirm receipt of your request within 10 business days\" and \"must substantively respond to your request to delete, correct, or know your personal information within 45 calendar days\". The business may extend to 90 days total if it notifies the consumer.","issues":["privacy_request"],"source":"https://cppa.ca.gov/faq.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A business must act on a request to opt out of sale or sharing (or to limit use of sensitive personal information) \"up to a maximum of 15 business days from the date they received your request\".","issues":["privacy_request"],"source":"https://cppa.ca.gov/faq.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"The CCPA applies to for-profit businesses doing business in California that meet any of these: gross annual revenue of $26.625 million or more in the preceding calendar year (as adjusted effective January 1, 2025); buy, sell or share the personal information of 100,000 or more California residents or households; or derive 50% or more of annual revenue from selling or sharing California residents' personal information.","issues":["privacy_request"],"source":"https://cppa.ca.gov/faq.html","last_verified":"2026-10-12"},{"kind":"contact","claim":"Complaints about CCPA violations can be filed with the California Privacy Protection Agency at https://cppa.ca.gov/webapplications/complaint (online or paper form), or as a consumer complaint with the California Attorney General's office.","issues":["privacy_request"],"source":"https://cppa.ca.gov/faq.html","last_verified":"2026-10-12"}],"source":"https://oag.ca.gov/privacy/ccpa","last_verified":"2026-10-12"},{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","applies_to":{"sectors":["bank"],"issues":["fee_reversal"]},"summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","points":[{"kind":"fee","claim":"The 2024 rule (issued March 5, 2024; scheduled effective date May 14, 2024) would have set an $8 late fee safe harbor for issuers with one million or more open credit card accounts. It is not in force.","issues":["fee_reversal"],"source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12"},{"kind":"policy","claim":"On April 15, 2025 the U.S. District Court for the Northern District of Texas vacated the rule after the CFPB settled the lawsuit by the U.S. Chamber of Commerce, the American Bankers Association and others, and asked the court to vacate it.","issues":["fee_reversal"],"source":"https://bankingjournal.aba.com/2025/04/court-vacates-cfpb-credit-card-late-fee-rule/","last_verified":"2026-10-12"},{"kind":"limit","claim":"The current Regulation Z penalty fee section (12 CFR 1026.52(b)) on the CFPB site has no $8 amount. Late fees remain governed by the pre-2024 penalty fee rules in 1026.52(b).","issues":["fee_reversal"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/52/","last_verified":"2026-10-12"}],"source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","applies_to":{"sectors":["bank","credit_union"],"issues":["fee_reversal"]},"summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","points":[{"kind":"policy","claim":"Public Law 119-10 (S.J. Res. 18, approved May 9, 2025) disapproved the rule \"relating to 'Overdraft Lending: Very Large Financial Institutions'\" (89 Fed. Reg. 106768) and states that \"such rule shall have no force or effect.\"","issues":["fee_reversal"],"source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under the Congressional Review Act, a disapproved rule may not be reissued in substantially the same form, and a substantially similar new rule may not be issued, unless a later law specifically authorizes it.","issues":["fee_reversal"],"source":"https://www.law.cornell.edu/uscode/text/5/801","last_verified":"2026-10-12"},{"kind":"fee","claim":"Still in force (12 CFR 1005.17): a bank or credit union may not charge a fee for paying an ATM or one-time debit card transaction through its overdraft service unless it gave a written notice of the service, got the consumer's affirmative opt-in, and sent written confirmation that includes the right to revoke consent. The opt-in rule does not cover checks, ACH or recurring debit card transactions.","issues":["fee_reversal"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/17/","last_verified":"2026-10-12"}],"source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement."},{"id":"dot-24-hour-reservation","title":"DOT 24-hour reservation hold or cancellation requirement","citation":"14 CFR 259.5(b)(4)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["cancel_service","refund_request"]},"summary":"Airlines covered by 14 CFR part 259 must let a customer either hold a reservation at the quoted fare without payment, or cancel it without penalty, for at least 24 hours after booking, when the booking is made one week or more before the flight departs.","points":[{"kind":"policy","claim":"Each covered carrier's Customer Service Plan must allow reservations to be held at the quoted fare without payment, or cancelled without penalty, for at least twenty-four hours after the reservation is made, if the reservation is made one week or more prior to a flight's departure.","issues":["cancel_service","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["cancel_service"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"A covered carrier is a U.S. certificated or commuter carrier, or a foreign air carrier operating to, from or within the United States, that conducts scheduled passenger or public charter service with at least one aircraft designed for 30 or more seats.","issues":["cancel_service"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A covered carrier must acknowledge a written complaint within 30 days of receiving it and send a substantive written response within 60 days of receiving it.","issues":["cancel_service","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.7","last_verified":"2026-10-12"}],"status_note":"In force. Section 259.5 was adopted in 2011 (76 FR 23165, April 25, 2011) and amended in 2024 and on July 2, 2026 (91 FR 40371). The current eCFR text of 259.5(b)(4) contains the 24-hour hold-or-cancel standard.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["flight_cancellation","flight_delay"]},"summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}],"status_note":"In force as a disclosure and enforcement mechanism, not as a compensation rule. Section 506 of the FAA Reauthorization Act of 2024 requires DOT to maintain the dashboard; DOT confirmed on August 31, 2026 that it exists. DOT's December 10, 2025 notice (90 FR 57138) cites the dashboard at transportation.gov/airconsumer/airline-cancellation-delay-dashboard. The commitments are chosen by each airline and can change; check the airline's current customer service plan. DOT withdrew its 2024 proposal to require compensation (see rules/dot-delay-compensation-proposal). A new cause-code rule (91 FR 56588) narrows what counts as controllable from October 19, 2026.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"id":"dot-ancillary-fee-disclosure","title":"DOT 2024 airline ancillary fee transparency rule (vacated)","citation":"89 FR 34620 (April 30, 2024), \"Enhancing Transparency of Airline Ancillary Service Fees\"; current rules at 14 CFR 399.84 and 399.85","jurisdiction":"us-federal","status":"vacated","applies_to":{"sectors":["airline","travel_agency"],"issues":["ancillary_fee_refund","billing_error"]},"summary":"DOT's 2024 rule requiring airlines and ticket agents to show passenger-specific bag and change or cancellation fees before purchase never took effect. The Fifth Circuit stayed it in July 2024 and, sitting en banc, vacated it on February 3, 2026. Do not cite it. Effective July 2, 2026, DOT restored the older 2011 baggage fee disclosure rules in 14 CFR 399.85, which remain in force.","points":[{"kind":"policy","claim":"The 2024 rule (89 FR 34620) would have required carriers and ticket agents to disclose passenger-specific fees for checked baggage and for changing or cancelling a flight before ticket purchase. It was stayed by a Fifth Circuit panel on July 29, 2024 and vacated by the en banc Fifth Circuit on February 3, 2026 (Airlines for America v. U.S. Department of Transportation, 166 F.4th 487) for violating the APA's notice-and-comment requirements.","issues":["ancillary_fee_refund","billing_error"],"source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12"},{"kind":"policy","claim":"Carriers must promptly and prominently disclose on their homepage any increase in the fee for a carry-on bag or the first or second checked bag, or any change in the baggage allowance, and keep the notice up for at least three months after the change takes effect.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-F/part-399/subpart-G/section-399.85","last_verified":"2026-10-12"},{"kind":"policy","claim":"Carriers and ticket agents must disclose, on the first screen that shows a fare for a selected itinerary, that additional airline fees for baggage may apply and where the consumer can see those fees.","issues":["billing_error","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-F/part-399/subpart-G/section-399.85","last_verified":"2026-10-12"},{"kind":"policy","claim":"E-ticket confirmations for travel within, to or from the U.S. must state the free baggage allowance and the fee for a carry-on bag and the first and second checked bags, as specific charges. Carriers must give this in text; ticket agents may use text or a hyperlink.","issues":["billing_error","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-F/part-399/subpart-G/section-399.85","last_verified":"2026-10-12"},{"kind":"policy","claim":"Carriers that market on U.S. websites must prominently disclose the fees for all optional services, with a conspicuous link from the homepage. Failure to give these notices is an unfair and deceptive practice under 49 U.S.C. 41712.","issues":["billing_error","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-F/part-399/subpart-G/section-399.85","last_verified":"2026-10-12"}],"status_note":"Vacated. A Fifth Circuit panel stayed the 2024 rule on July 29, 2024 (110 F.4th 672); the en banc Fifth Circuit vacated it on February 3, 2026 (166 F.4th 487). DOT's final rule of July 2, 2026 (91 FR 40368, effective July 2, 2026, issued without notice and comment) removed the 2024 text and restored the 2011 standards in 14 CFR 399.84 and 399.85. The restored 399.85 baggage and optional-fee disclosures are in force.","source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12"},{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["lost_baggage","damaged_baggage","delayed_baggage"]},"summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}],"status_note":"In force. Part 254 applies to air carriers providing scheduled or charter passenger service in interstate or intrastate air transportation. The $4,700 amount was set by 89 FR 84815 (October 24, 2024), effective January 22, 2025; DOT delayed enforcement until March 20, 2025 (90 FR 9952). Section 254.6 requires a review every two years using the July CPI-U. No 2026 revision had been published in the Federal Register as of 2026-10-12. Part 254 covers interstate and intrastate transportation only; for international carriage see rules/montreal-convention-baggage.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12"},{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","applies_to":{"sectors":["airline"],"issues":["flight_cancellation","flight_delay"]},"summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","points":[{"kind":"policy","claim":"DOT withdrew the December 11, 2024 advance notice of proposed rulemaking on Airline Passenger Rights, effective November 17, 2025. DOT said section 512 of the FAA Reauthorization Act of 2024 does not authorize it to require compensation, and that airlines' voluntary commitments make a rule unnecessary.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"compensation","claim":"For history only (never adopted): the 2024 notice asked for comment on two options for controllable disruptions measured by arrival delay at the final stop. Option 1: $300 (domestic, 3 to under 6 hours), $525 (6 to under 9 hours) and $750 (9 hours or more). Option 2: $200, $375 and $775 for the same bands.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2024/12/11/2024-28930/airline-passenger-rights","last_verified":"2026-10-12"},{"kind":"policy","claim":"The 2024 notice also asked whether to require free rebooking, meals, overnight lodging and transportation to lodging, and free rebooking for passengers with disabilities when a needed accessibility feature is unavailable. None of these became a requirement through this proceeding.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.federalregister.gov/documents/2024/12/11/2024-28930/airline-passenger-rights","last_verified":"2026-10-12"}],"status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["denied_boarding"]},"summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}],"status_note":"In force. The current limits ($1,075 and $2,150) were set by the final rule of October 24, 2024 (89 FR 84815), effective January 22, 2025; DOT's notice of February 20, 2025 (90 FR 9952) delayed enforcement until March 20, 2025. Section 250.5(e) requires DOT to review the limits every two years using the July CPI-U. No 2026 revision had been published in the Federal Register as of 2026-10-12, so the 2025 amounts apply.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12"},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["accessibility","damaged_baggage","delayed_baggage","lost_baggage"]},"summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","points":[{"kind":"contact","claim":"Carriers that operate aircraft with 19 or more passenger seats must designate Complaints Resolution Officials and make a CRO available at each airport they serve during all times they operate there, in person or by telephone at no cost to the passenger.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When a CRO handles a complaint about something that already happened, the CRO must give the passenger a written statement that summarizes the facts and either the steps the carrier proposes (if it agrees there was a violation) or its reasons (if it finds none), and that states the right to pursue DOT enforcement. The statement should be given at the airport if possible; otherwise it must be sent within 30 calendar days of the complaint.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A carrier must send a dispositive written response within 30 days of receiving a written disability complaint, admitting or denying a violation and informing the passenger of the right to pursue DOT enforcement. A carrier need not respond to a complaint postmarked or transmitted more than 45 days after the incident, except complaints referred by DOT.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must use best efforts to provide and pay for an adequate loaner device. If the loaner is not adequate, the passenger may obtain one, and the carrier must reimburse the cost within 30 days of the request.","issues":["accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"Not enforced until April 30, 2027: the rebuttable presumption that a device not returned in the condition received was mishandled in violation of the ACAA (382.130(a)); refresher training frequency (382.141(a)(6)); the notification in 382.125(e); and fare difference reimbursement when a wheelchair does not fit the aircraft (382.132). DOT says it may modify these in a new rulemaking. Do not cite these four as currently enforced.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2026/08/04/2026-15835/accessible-lavatories-on-single-aisle-aircraft-and-ensuring-safe-accommodations-for-air-travelers","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated that its enforcement pause does not affect enforcement of the Wheelchair Rule's other requirements.","issues":["accessibility"],"source":"https://www.federalregister.gov/documents/2025/09/30/2025-18980/ensuring-safe-accommodations-for-air-travelers-with-disabilities-using-wheelchairs","last_verified":"2026-10-12"}],"status_note":"Part 382 is in force. The Wheelchair Rule (89 FR 102398, December 17, 2024) took effect January 16, 2025. DOT delayed enforcement of its new requirements to March 20, 2025 (FR Doc. 2025-02817, February 20, 2025) and then to August 1, 2025 (90 FR 24319). On September 30, 2025 (2025-18980) DOT paused enforcement of four provisions (382.130(a), 382.141(a)(6), 382.125(e), 382.132) until December 31, 2026, citing a lawsuit and a planned \"Wheelchair Rule II\" rulemaking. On August 4, 2026 (91 FR 49272) DOT extended that pause to April 30, 2027 and added the 12-month flight attendant training requirement in 382.63(h)(1). All other provisions, including CRO and complaint-response rules, are enforced.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12"},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline","travel_agency"],"issues":["flight_cancellation","flight_delay","delayed_baggage","lost_baggage","ancillary_fee_refund","travel_credit","refund_request","accessibility"]},"summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Refunds must be issued promptly in the original form of payment unless the consumer agrees to a cash equivalent, and the carrier may not keep a processing fee for a refund that is due.","issues":["refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.10","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must give a prompt and automatic refund of any ancillary service fee (for example Wi-Fi or a seat) when the service was not provided through no fault of the consumer. If the service failed for only some passengers, the obligation starts when the affected passenger notifies the carrier and the carrier confirms it.","issues":["ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"On request, carriers must give a transferable travel credit or voucher, valid for at least five years from issuance, to a passenger who cannot travel because of a government restriction related to a serious communicable disease, or who is advised by a licensed treating medical professional not to fly because of a serious communicable disease. The carrier may require documentation and may charge a per-passenger processing fee that was disclosed at purchase.","issues":["travel_credit"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-262","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}],"status_note":"In force. 14 CFR part 260 (refunds) and part 262 (communicable-disease travel credits) were published April 26, 2024 (89 FR 32760), effective June 25, 2024, and amended August 12, 2024 (89 FR 65534) to conform to the FAA Reauthorization Act of 2024. The eCFR shows the text current as of October 2026. Narrow enforcement discretion: DOT notices of December 5, 2025 (90 FR 55999) and July 7, 2026 (91 FR 41556) pause enforcement, until July 7, 2027, only for renumbered flights with no significant change or delay, while DOT works on a rulemaking (\"Refund III\", docket DOT-OST-2025-2285) to redefine \"cancelled flight\". No proposed rule for Refund III had been published in the Federal Register as of 2026-10-12. All other requirements are enforced.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12"},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["flight_delay"]},"summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}],"status_note":"In force. Current text of 14 CFR 259.4 is from the final rule at 86 FR 23270 (May 3, 2021). It applies to covered carriers that operate scheduled passenger or public charter service with aircraft designed for 30 or more seats (14 CFR 259.2, 259.3), at U.S. large, medium, small and non-hub airports. The eCFR source line for 259.4 shows no amendment after May 3, 2021.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["bank","credit_union","payments"],"issues":["unauthorized_charge","fraud","billing_error"]},"summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","status_note":"Regulation E text is in force. The P2P and police-report points come from the CFPB Electronic Fund Transfers FAQs (page last modified January 16, 2025, live on 2026-10-12, no withdrawal notice on the page). They are interpretive guidance, not binding rule text."},{"id":"erisa-claims-procedures","title":"ERISA claims procedure timelines for employer benefit plans","citation":"29 CFR 2560.503-1","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["insurance_health"],"issues":["claim_denial","claim_delay"]},"summary":"Employer-sponsored benefit plans covered by ERISA must decide claims and appeals within set deadlines. Group health plans: 72 hours for urgent care, 15 days for pre-service and 30 days for post-service claims; disability plans: 45 days; other plans: 90 days. Group health and disability claimants get at least 180 days to appeal. If the plan does not follow the procedures, the claimant may sue.","points":[{"kind":"deadline","claim":"Group health plan initial decisions: urgent care claims \"not later than 72 hours after receipt of the claim by the plan\"; pre-service claims within 15 days, with one extension of up to 15 days; post-service claims \"not later than 30 days after receipt of the claim\", with one extension of up to 15 days.","issues":["claim_delay","claim_denial"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Disability claims: notice of decision \"not later than 45 days after receipt of the claim by the plan\", with an extension of up to 30 days and a second extension of up to 30 days. Other plans (not group health or disability): not later than 90 days, with one extension of up to 90 days.","issues":["claim_delay","claim_denial"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Time to appeal a denial: group health plan and disability claimants must have at least 180 days after receiving the adverse benefit determination. Claimants under other plans must have \"at least 60 days following receipt of a notification\" of the adverse determination.","issues":["claim_denial"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Group health plan appeal decisions (one-level appeal): urgent care within 72 hours, pre-service within 30 days, post-service within 60 days after the plan receives the appeal. With two appeal levels, each level has 15 days (pre-service) or 30 days (post-service).","issues":["claim_denial","claim_delay"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Appeal decisions for other plans are due not later than 60 days after the request for review (up to 60 more days in special circumstances); for disability plans the period is 45 days.","issues":["claim_denial","claim_delay"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"policy","claim":"On appeal, the plan must provide, \"upon request and free of charge, reasonable access to, and copies of, all documents\" relevant to the claim.","issues":["claim_denial"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the plan fails to establish or follow these claims procedures, \"a claimant shall be deemed to have exhausted the administrative remedies available under the plan\" and may bring a civil action under ERISA section 502(a).","issues":["claim_denial","claim_delay"],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12"}],"source":"https://www.law.cornell.edu/cfr/text/29/2560.503-1","last_verified":"2026-10-12","status_note":"In force. Group health plans must also meet the ACA internal appeal and external review rules (see rules/aca-appeals-external-review). Regulation text was read on the Cornell LII copy of the CFR because ecfr.gov blocked automated access. The DOL EBSA claims procedure FAQs give the same 72-hour, 15-day, 45-day and 180-day figures: https://www.dol.gov/agencies/ebsa/about-ebsa/our-activities/resource-center/faqs/benefit-claims-procedure-regulation"},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["bank","credit_union"],"issues":["billing_error","unauthorized_charge","transaction_dispute","refund_request"]},"summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["internet_tv"],"issues":["billing_error","bill_increase","price_negotiation"]},"summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a price is introductory or limited in time, the bill must state when it ends (the length of the discount or the date the price changes), and must show the post-promotion rate 60 and 30 days before the end of the introductory period.","issues":["bill_increase","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}],"status_note":"In force. Adopted in FCC 24-29 (89 FR 28660, April 19, 2024); compliance dates were added at 89 FR 87983 (November 6, 2024). The eCFR version of 76.310 in effect since November 6, 2024 has no later amendment, and no Federal Register document after November 2024 amending, staying or withdrawing 76.310 was found as of 2026-10-12. The rule applies to cable operators and DBS providers.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["internet_tv","wireless"],"issues":["billing_error","bill_increase","price_negotiation"]},"summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}],"status_note":"In force. Large providers have had to comply since April 10, 2024 and providers with 100,000 or fewer subscriber lines since October 10, 2024 (47 CFR 8.1(a)(7)). The FCC order of August 13, 2026 (FCC 26-48, 91 FR 52251) is effective September 14, 2026 except its revision of 8.1(a), which is delayed until the FCC publishes an effective date in the Federal Register. No such notice had been published by 2026-10-12, and the eCFR still shows the earlier 8.1(a) text (full label at point of sale, machine-readable file, two-year archive). The label template is titled \"[Fixed or Mobile] Broadband Consumer Disclosure Label\". Label requirements are enforced under the same processes as the FCC transparency rule.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["wireless","internet_tv"],"issues":["billing_error","unauthorized_charge","poor_service","service_outage","cancel_service"]},"summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}],"status_note":"In force. Sections 1.717 and 1.718 were revised at 83 FR 44831 (September 4, 2018); 1.717 also has a version effective January 22, 2024. These rules apply to complaints against common carriers under section 208 of the Communications Act. The regulation does not set a fixed number of days for the carrier's response; the FCC sets the due date for each complaint.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"id":"fcra-dispute","title":"Fair Credit Reporting Act dispute rights (credit bureaus and furnishers)","citation":"15 U.S.C. 1681i; 15 U.S.C. 1681j(a)(3); 12 CFR 1022.43 (Regulation V)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["credit_bureau","bank","credit_union","student_loan"],"issues":["credit_report_error","debt_collection"]},"summary":"A consumer can dispute inaccurate or incomplete information with a credit bureau, which must reinvestigate free of charge within 30 days (up to 15 more days in some cases), notify the furnisher within 5 business days, and delete or correct information that is inaccurate, incomplete or cannot be verified. A consumer can also dispute certain information directly with the company that furnished it.","points":[{"kind":"deadline","claim":"The credit bureau must reinvestigate free of charge and finish \"before the end of the 30-day period beginning on the date on which the agency receives the notice\" of the dispute.","issues":["credit_report_error"],"source":"https://www.govinfo.gov/content/pkg/USCODE-2023-title15/html/USCODE-2023-title15-chap41-subchapIII-sec1681i.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The 30-day period may be extended \"for not more than 15 additional days\" if the bureau receives relevant information from the consumer during the 30 days. The extension does not apply if, during the 30 days, the information is found inaccurate or incomplete or the bureau finds it cannot be verified.","issues":["credit_report_error"],"source":"https://www.govinfo.gov/content/pkg/USCODE-2023-title15/html/USCODE-2023-title15-chap41-subchapIII-sec1681i.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A reinvestigation requested after the consumer receives a free annual report from a nationwide bureau \"shall be completed not later than 45 days after the date on which the request is received\".","issues":["credit_report_error"],"source":"https://www.law.cornell.edu/uscode/text/15/1681j","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The bureau must notify the furnisher of the dispute within 5 business days after receiving it, and must give the consumer written notice of the results not later than 5 business days after completing the reinvestigation. If it ends a dispute as frivolous or irrelevant, it must tell the consumer not later than 5 business days after that determination.","issues":["credit_report_error"],"source":"https://www.law.cornell.edu/uscode/text/15/1681i","last_verified":"2026-10-12"},{"kind":"policy","claim":"Information found inaccurate or incomplete, or that cannot be verified, must be promptly deleted or modified. Deleted information cannot be put back unless the furnisher certifies it is complete and accurate, and the consumer must be told in writing within 5 business days of reinsertion.","issues":["credit_report_error"],"source":"https://www.law.cornell.edu/uscode/text/15/1681i","last_verified":"2026-10-12"},{"kind":"process","claim":"If the reinvestigation does not resolve the dispute, the consumer may file a brief statement of the dispute. The bureau may limit it to one hundred words if it helps the consumer write a clear summary. On request, the bureau must send notice of a deletion or correction to recipients who got the report for employment purposes within the past two years, or for any other purpose within the past six months.","issues":["credit_report_error"],"source":"https://www.law.cornell.edu/uscode/text/15/1681i","last_verified":"2026-10-12"},{"kind":"process","claim":"Direct disputes with a furnisher (Regulation V): a furnisher must reasonably investigate a direct dispute about the consumer's liability on an account, the account terms, the consumer's conduct on the account, or other information bearing on creditworthiness. The dispute must go to the furnisher's direct-dispute address (an address on the credit report, an address the furnisher specified, or any business address if none was specified), identify the account and the disputed information, explain the basis, and include supporting documents.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The furnisher must complete its investigation of a direct dispute and report the results to the consumer within the same period a credit bureau has under FCRA section 611(a)(1). If it finds the information inaccurate, it must promptly notify each bureau it reported to and correct it.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-12"},{"kind":"limit","claim":"A furnisher need not investigate direct disputes about identifying information (name, date of birth, Social Security number), employers, inquiries, public records, or fraud and active-duty alerts, or disputes it reasonably believes come from a credit repair organization. If it finds a dispute frivolous or irrelevant, it must tell the consumer within five business days, with its reasons.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-12"}],"source":"https://www.law.cornell.edu/uscode/text/15/1681i","last_verified":"2026-10-12"},{"id":"fdcpa-reg-f-validation","title":"Debt validation notice and dispute period (FDCPA, Regulation F)","citation":"12 CFR 1006.34; 12 CFR 1006.38 (Regulation F)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"issues":["debt_collection"]},"summary":"A third-party debt collector must give the consumer validation information, including an itemization of the debt and the date the validation period ends. If the consumer disputes the debt in writing within the validation period (30 days after the consumer receives or is assumed to receive the information), the collector must stop collecting until it sends verification of the debt.","points":[{"kind":"policy","claim":"Regulation F covers a debt collector: a person whose principal business purpose is collecting debts, or who regularly collects debts owed or asserted to be owed to another. It generally does not cover a creditor's own employees collecting in the creditor's name, or a person who got a debt before it was in default. A debt is a consumer obligation primarily for personal, family or household purposes.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/2/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The collector must give the validation information in the initial communication, or within five days after it, or orally in the initial communication.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The validation period ends \"30 days after the consumer receives or is assumed to receive the validation information\". The collector may assume receipt on any date \"at least five days (excluding legal public holidays identified in 5 U.S.C. 6103(a), Saturdays, and Sundays)\" after it provides the information. The notice must state the date the collector will treat as the end of the validation period.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The validation information includes the itemization date, the amount of the debt on that date, an itemization of interest, fees, payments and credits since then, the current amount, and a consumer response section with dispute prompts.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"kind":"process","claim":"\"Upon receipt of a dispute submitted by the consumer in writing within the validation period, a debt collector must cease collection of the debt, or any disputed portion of the debt,\" until it sends the consumer a copy of verification of the debt or of a judgment, in writing or electronically. A dispute sent through an electronic medium the collector accepts, such as its email address or website portal, counts as written.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the consumer asks in writing within the validation period for the name and address of the original creditor, the collector must stop collection until it provides that information.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"},{"kind":"policy","claim":"During the validation period the collector may not use collection activities or communications that overshadow or are inconsistent with the consumer's dispute rights. Failure to dispute does not count as a legal admission that the consumer owes the debt.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-12"}],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/34/","last_verified":"2026-10-12"},{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","applies_to":{"issues":["cancel_service"]},"summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","points":[{"kind":"policy","claim":"The Eighth Circuit (Custom Communications, Inc. v. FTC, No. 24-3137, filed July 8, 2025) granted the petitions for review and vacated the entire 2024 Rule because of procedural errors in the rulemaking.","issues":["cancel_service"],"source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective February 12, 2026, the FTC restored 16 CFR part 425 to its pre-2024 form, renamed \"Use of Prenotification Negative Option Plans\". The current rule covers only prenotification negative option plans, not the 2024 click-to-cancel requirements.","issues":["cancel_service"],"source":"https://www.govinfo.gov/content/pkg/FR-2026-02-12/html/2026-02866.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"On March 11, 2026 the FTC issued an Advance Notice of Proposed Rulemaking (published March 13, 2026) asking whether to amend the Negative Option Rule. It contains no proposed rule text. The FTC rule page lists no later action as of 2026-10-12.","issues":["cancel_service"],"source":"https://www.ftc.gov/legal-library/browse/rules/negative-option-rule","last_verified":"2026-10-12"}],"source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law)."},{"id":"ftc-cooling-off-rule","title":"FTC Cooling-Off Rule for door-to-door sales (Rule Concerning Cooling-Off Period for Sales Made at Homes or at Certain Other Locations)","citation":"16 CFR Part 429","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["home_services"],"issues":["cancel_service","refund_request"]},"summary":"A buyer may cancel a covered door-to-door sale (made at the buyer's home, workplace or dormitory, or at a seller's temporary location such as a hotel room, convention center, fairground or restaurant) until midnight of the third business day after the sale, for any reason. The seller must tell the buyer about this right orally and in writing, give two cancellation forms, and refund all payments within 10 business days of a valid cancellation. Home security systems, alarm monitoring and pest control sold at the door are common examples. State laws may give more rights.","points":[{"kind":"limit","claim":"A \"door-to-door sale\" is a sale, lease or rental of consumer goods or services with a purchase price of $25 or more if made at the buyer's residence, or $130 or more if made at other locations, where the seller personally solicits the sale (even if the buyer invited the contact) and the buyer agrees to buy at a place other than the seller's place of business.","issues":["cancel_service","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/16/429.0","last_verified":"2026-10-13"},{"kind":"limit","claim":"The definition excludes sales after the buyer visits the seller's permanent retail store, sales conducted entirely by mail or telephone with no other prior contact, buyer-initiated emergency sales where the buyer gives a handwritten, dated, signed waiver, home repair or maintenance the buyer asked for (extra goods or services sold during that visit are still covered), and sales of real property, insurance and certain securities.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.0","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The seller must give a completed receipt or contract that states, near the buyer's signature, in bold type of at least 10 points: \"You, the buyer, may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.\" A business day is any calendar day except Sunday and federal holidays, so Saturdays count.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"process","claim":"The seller must give the buyer two copies of a \"NOTICE OF CANCELLATION\" form and must tell the buyer orally, at the time the buyer signs, about the right to cancel. The seller may not misrepresent the buyer's right to cancel.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Within 10 business days after receiving a valid cancellation notice, the seller must refund all payments, return any trade-in in substantially as good condition, cancel any negotiable instrument and security interest, and tell the buyer whether it will pick up or abandon any goods left with the buyer.","issues":["refund_request","cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under the notice of cancellation form, if the seller does not pick up the goods within 20 days of the buyer's notice of cancellation, the buyer may keep or dispose of them without further obligation.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"process","claim":"To cancel, sign and date one copy of the cancellation form and mail it to the address given, postmarked before midnight of the third business day. If the seller gave no form, write a cancellation letter postmarked within three business days. The FTC suggests certified mail with a return receipt and keeping a copy. No reason is needed.","issues":["cancel_service"],"source":"https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help","last_verified":"2026-10-13"},{"kind":"process","claim":"Report a seller that does not honor the rule to the FTC at ReportFraud.ftc.gov and to your state attorney general or local consumer protection agency. For a credit card purchase, also dispute the charge with the card company.","issues":["cancel_service","refund_request"],"source":"https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help","last_verified":"2026-10-13"},{"kind":"limit","claim":"The rule does not apply to sellers of automobiles at auctions, tent sales or other temporary locations when the seller has a permanent place of business, or to sellers of arts or crafts at fairs or similar places.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.3","last_verified":"2026-10-13"}],"source":"https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help","last_verified":"2026-10-13","status_note":"In effect. The $130 threshold for sales away from the buyer's home was set by an amendment published at 80 FR 1332 (January 9, 2015), as shown on the Cornell LII copy of 16 CFR 429.0. The FTC consumer page on the rule is dated September 2025. The eCFR site blocked automated fetches on 2026-10-13, so the regulation text was read on Cornell LII. The FTC page says some state laws give more rights than the federal rule."},{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["lodging","travel_agency","retail"],"issues":["billing_error","reservation_problem","refund_request"]},"summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Total price\" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}],"status_note":"In force since May 12, 2025 (final rule at 90 FR 2066, January 10, 2025). The eCFR shows part 464 current with no amendments, and the Federal Register lists no document affecting 16 CFR part 464 after the January 2025 final rule as of 2026-10-12. The rule covers only live-event tickets and short-term lodging. It does not supersede state laws except where they are inconsistent with it (16 CFR 464.4).","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12"},{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["retail"],"issues":["warranty_claim","damaged_item"]},"summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","points":[{"kind":"policy","claim":"A warrantor must \"fully and conspicuously disclose in simple and readily understood language the terms and conditions of such warranty\", to the extent FTC rules require.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"limit","claim":"The FTC states that the \"full\" or \"limited\" title requirement applies to written warranties on consumer products costing more than $10, and the single-document disclosure and pre-sale availability rules apply to written warranties on consumer products costing more than $15.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tying prohibition: a warrantor may not condition a written or implied warranty on the consumer using an article or service identified by brand, trade or corporate name, unless that article or service is provided free under the warranty or the FTC grants a waiver (the product works properly only with it and the waiver is in the public interest).","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"policy","claim":"A company that gives a written warranty may not disclaim implied warranties. A limited warranty may restrict the duration of implied warranties to the duration of the limited warranty.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"process","claim":"A consumer damaged by a warrantor's failure to meet a written warranty, implied warranty or service contract may sue in state court, or in federal court only if the amount in controversy is at least $50,000 (each individual claim at least $25), and if successful may recover costs including attorneys' fees. If the warranty requires an informal dispute settlement mechanism that meets FTC rules, the consumer generally must use it before suing.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2310","last_verified":"2026-10-12"}],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","applies_to":{"sectors":["airline"],"issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"]},"summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}],"status_note":"In force for international carriage between States Parties. ICAO's 2024 review under Article 24 revised the limits effective 28 December 2024 (baggage 1,519 SDR; passenger delay 6,303 SDR; death or injury 151,880 SDR; cargo 26 SDR per kg). Convention article text is quoted from Schedule VI of Canada's Carriage by Air Act, which reproduces the Convention. SDR amounts convert to dollars at the current IMF rate; no dollar value is given here.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"id":"no-surprises-act","title":"No Surprises Act (surprise billing protections and good faith estimates)","citation":"45 CFR part 149 (including 149.420 and 149.610)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["insurance_health"],"issues":["surprise_medical_bill","billing_error"]},"summary":"Protects patients from out-of-network surprise bills for emergency care, for non-emergency care by out-of-network providers at in-network hospitals and surgery centers, and for air ambulance services. People who are uninsured or not using insurance get a good faith estimate and can dispute a bill that is at least $400 over the estimate.","points":[{"kind":"limit","claim":"For emergency services, \"you can't be charged any more for emergency medical services than the in-network 'cost-sharing' rate\". This covers the hospital, the providers who treat you there, and air ambulance providers.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/initiatives/your-patient-rights/medical-bill-rights/know-your-rights/insurance","last_verified":"2026-10-12"},{"kind":"policy","claim":"The protections cover non-emergency care related to a visit to an in-network hospital, hospital outpatient department or ambulatory surgical center, and air ambulance services. Ground ambulance services generally are not covered by the No Surprises Act billing protections.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights/know-your-rights","last_verified":"2026-10-12"},{"kind":"policy","claim":"A patient gives up the protections for non-emergency care only by signing a notice-and-consent form. Providers of ancillary services cannot use that form: emergency medicine, anesthesiology, pathology, radiology and neonatology; assistant surgeons, hospitalists and intensivists; diagnostic services including radiology and laboratory; and any out-of-network provider when no in-network provider is available at the facility.","issues":["surprise_medical_bill"],"source":"https://www.law.cornell.edu/cfr/text/45/149.420","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A notice-and-consent form for services scheduled at least 72 hours in advance must be given not later than 72 hours before the services. For services scheduled within 72 hours, it must be given on the day of scheduling, and no later than 3 hours before the services if given on the same day.","issues":["surprise_medical_bill"],"source":"https://www.law.cornell.edu/cfr/text/45/149.420","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Uninsured or self-pay patients must get a written good faith estimate: not later than 1 business day after scheduling when care is scheduled at least 3 business days ahead; not later than 3 business days after scheduling when scheduled at least 10 business days ahead; and not later than 3 business days after a request.","issues":["surprise_medical_bill","billing_error"],"source":"https://www.law.cornell.edu/cfr/text/45/149.610","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Patient-provider dispute resolution is available when the provider charged \"$400 or more\" than its good faith estimate, for care on or after January 1, 2022, with an initial bill dated within the last 120 calendar days. The patient pays a \"$25 non-refundable administrative fee\".","issues":["surprise_medical_bill","billing_error"],"source":"https://www.cms.gov/medical-bill-rights/help/dispute-a-bill","last_verified":"2026-10-12"},{"kind":"policy","claim":"While a patient-provider dispute is in progress, the provider or facility may not move the bill to collections or threaten to, and must stop pursuing payment of a bill already in collections until the dispute is resolved.","issues":["surprise_medical_bill","billing_error"],"source":"https://www.cms.gov/medical-bill-rights/help/dispute-a-bill","last_verified":"2026-10-12"},{"kind":"contact","claim":"No Surprises Help Desk: 1-800-985-3059, weekdays 8:00 am to 8:00 pm ET and weekends 10:00 am to 6:00 pm ET. Complaints can also be filed online through CMS.","issues":["surprise_medical_bill"],"source":"https://www.cms.gov/medical-bill-rights/help","last_verified":"2026-10-12"}],"source":"https://www.cms.gov/initiatives/your-patient-rights/medical-bill-rights","last_verified":"2026-10-12","status_note":"In force for patients. This entry covers patient protections only. It does not cover the separate independent dispute resolution process between providers and health plans."},{"id":"ny-automatic-renewal-law","title":"New York Automatic Renewal Law","citation":"N.Y. Gen. Bus. Law § 527-a","jurisdiction":"ny","status":"in_effect","applies_to":{"issues":["cancel_service","bill_increase","unauthorized_charge"]},"summary":"Businesses that make automatic renewal or continuous service offers to New York consumers must present the material terms clearly, get affirmative consent before charging, send an acknowledgment that explains how to cancel, and offer cancellation that is as easy as signing up and available through every medium used to sign up. Notice is required before material changes, before trials convert and before long-term renewals.","points":[{"kind":"policy","claim":"A business may not charge for an automatic renewal or continuous service \"without first obtaining the consumer's affirmative consent to the agreement\", and must present the material terms in a clear and conspicuous manner before the subscription is fulfilled.","issues":["unauthorized_charge","cancel_service"],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12"},{"kind":"policy","claim":"The business must offer a cancellation mechanism \"as easy to use as the mechanism that the consumer used to provide consent\", through the same medium, and must allow cancellation through all mediums by which it lets a consumer give consent. If consent was given in person, it must, where practical, also offer cancellation online or by telephone.","issues":["cancel_service"],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12"},{"kind":"policy","claim":"The business may not impose unreasonable or unlawful conditions on cancellation, refuse to acknowledge it, obstruct it or unreasonably delay it. It may present a discounted or retention offer, but may not use it to block or delay the cancellation.","issues":["cancel_service"],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Notice of a material change, including a price increase, must be clear and conspicuous and given at least five business days and no more than thirty days before the change.","issues":["bill_increase"],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a free gift or trial lasting more than a month followed by a charge, the business must notify the consumer at least three days and no more than twenty-one days before the cancellation deadline, with cancellation instructions. For an initial paid term of one year or longer that renews for six months or more, notice is due 15 to 45 days before the cancellation deadline.","issues":["cancel_service","bill_increase"],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12"},{"kind":"policy","claim":"Goods sent under an automatic renewal or continuous service without the consumer's affirmative consent \"shall for all purposes be deemed an unconditional gift to the consumer\".","issues":["unauthorized_charge"],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12"}],"source":"https://www.nysenate.gov/legislation/laws/GBS/527-A","last_verified":"2026-10-12","status_note":"In force. The official New York State Senate laws site shows the current text with revisions dated 2025-05-16 and 2025-11-07. The page does not give effective dates for those revisions."},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","applies_to":{"issues":["cancel_service","unauthorized_charge","billing_error"]},"summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","status_note":"ROSCA is a statute (Pub. L. 111-345, 2010) and is in force. It is separate from the FTC's 2024 \"click-to-cancel\" amendments to the Negative Option Rule, which the Eighth Circuit vacated on July 8, 2025 (see rules/ftc-click-to-cancel). ROSCA does not set a specific cancellation method; \"simple mechanisms\" is the statutory standard."},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","applies_to":{"sectors":["bank","credit_union"],"issues":["unauthorized_charge","fraud"]},"summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}],"companies":[{"id":"alaska-airlines","name":"Alaska Airlines","aliases":["alaska air","alaskaair.com","hawaiian airlines","hawaiian air","hawaiianairlines.com"],"sector":"airline","parent":"Alaska Air Group","website":"https://www.alaskaair.com","account_url":"https://www.alaskaair.com/trips","regulators":["us-dot"],"channels":[{"id":"help-center","type":"portal","label":"Alaska Airlines help center","value":"https://www.alaskaair.com/content/about-us/help-contact","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Feedback and complaints (links to Flight Feedback, General feedback and Accessibility feedback forms)","value":"https://www.alaskaair.com/content/about-us/feedback","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"The page itself lists the forms; the form links are rendered by script.","source":"https://www.alaskaair.com/content/about-us/contact-us","last_verified":"2026-10-12"},{"id":"hawaiian-feedback-form","type":"web_form","label":"Hawaiian Airlines Give feedback","value":"https://www.hawaiianairlines.com/content/ha/about-us/feedback","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"For trips on the Hawaiian Airlines brand.","source":"https://www.hawaiianairlines.com/contact-us","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Alaska Central Baggage (toll free within the U.S. and Canada)","value":"+1-877-815-8253","purposes":["delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The Contract of Carriage names this number in Rule 15 for reporting a lost or damaged wheelchair or assistive device after leaving the airport.","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Alaska owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Refuse the rebooking and any voucher if you want money back; Alaska then refunds to the original form of payment.","evidence":["confirmation code","ticket number","original and new itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Decide before accepting anything. Accepting the rebooked flight or a voucher removes the refund right under Rule 8."},{"do":"Ask for a refund of the affected segments to the original form of payment through the help center or trip page.","channel":"help-center"},{"do":"If the cancellation was within Alaska's control, ask for a meal (3+ hours) and, if overnight 100+ miles from home, a hotel and ground transportation."},{"do":"If the refund is refused or late, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"},{"do":"Dispute the charge with the card issuer if the refund is still not paid."}],"facts":[{"kind":"policy","claim":"Contract of Carriage Rule 8.B.b says that for a cancellation or significantly delayed or changed flight, Alaska refunds the affected segments to the original form of payment if you decide not to fly, do not accept rebooking (or none is offered), and do not accept a voucher.","issues":["flight_cancellation","flight_delay"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage defines a significantly delayed or changed flight to include a departure or arrival three or more hours earlier or later than originally scheduled, a different airport, a downgrade, or more connection points.","issues":["flight_cancellation","flight_delay"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Rule 17 says Alaska issues refunds for eligible tickets within seven (7) business days for credit card purchases and twenty (20) business days for cash, check or other forms of payment. No refunds for tickets presented later than one year from the date of issuance.","issues":["flight_cancellation","refund_request"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a delay caused by Alaska, ask for a meal after 3 hours and a hotel if stranded overnight 100+ miles from home.","evidence":["confirmation code","scheduled and actual times","cause given by Alaska","hotel and transport receipts"],"steps":[{"do":"Ask an agent for the meal (delay over 3 hours) and, for an overnight delay within Alaska's control, a hotel voucher and ground transportation."},{"do":"If no voucher hotel is available, book a reasonable hotel, keep receipts and claim reimbursement in writing.","channel":"customer-care-form"},{"do":"Note that accepting a travel credit instead waives these amenities."}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 8.E says that for an overnight stay at an airport 100 or more miles from home because of a cancellation or delay within Alaska's control, Alaska provides a hotel voucher with round-trip ground transportation, or reimburses reasonable hotel and ground transportation costs if no voucher hotels are available.","issues":["flight_delay","flight_cancellation"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Rule 8.E.b says Alaska will offer a reasonable meal to each ticketed guest at the airport if a delay caused by Alaska will extend beyond three (3) hours. Rule 8.E.d lets Alaska offer a travel credit instead, and accepting it waives the other amenities.","issues":["flight_delay","flight_cancellation"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report the missing bag within 24 hours, then give written notice and proof within 45 days.","evidence":["bag tag","Mishandled Baggage Report number","receipts for essentials"],"steps":[{"do":"Report the bag in person to an Alaska representative at the airport, or in writing, within 24 hours. Get the report number."},{"do":"Call Central Baggage for status.","channel":"baggage-phone"},{"do":"Send written notice and proof of loss (receipts for essentials) within 45 days.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage Rule 15.Q says that for travel within the U.S.A., loss of, damage to or delay of baggage must be reported in person or in writing to an Alaska representative within twenty-four (24) hours.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Rule 15.R.b says that for domestic carriage, notice and proof of loss must be presented in writing to an office of Alaska within forty-five (45) days, and legal action must be started within two years.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"},{"kind":"policy","claim":"Rule 17.C.b refunds bag fees for a lost bag or a bag not returned within 12 hours (domestic) or 15/30 hours (international) after you could deplane, provided you file a Mishandled Baggage Report.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the report open, send written proof of loss within 45 days, and ask for the bag fee back.","evidence":["bag tag","report number","contents list with values","receipts or photos"],"steps":[{"do":"Make sure the bag was reported within 24 hours and you have the report number."},{"do":"Send the written claim with contents, values and proof within 45 days.","channel":"customer-care-form"},{"do":"Ask for the checked bag fee refund."}],"facts":[{"kind":"limit","claim":"Rule 15 limits Alaska's liability for loss, damage or delay of baggage to USD $4,700.00 per ticketed passenger on domestic travel. Passengers may declare a higher value up to USD $5,000.00 for a charge of USD $1.00 per USD $100.00.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within 24 hours and send written proof within 45 days.","evidence":["photos of the damage","bag tag","report number","repair estimate"],"steps":[{"do":"Show the damage to an Alaska representative at the airport, or report it in writing within 24 hours."},{"do":"Send the written claim with photos and a repair estimate within 45 days.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"For a lost or damaged wheelchair or assistive device, Rule 15 requires a written report within 24 hours of arrival. On travel to or from Canada, a passenger who cannot report in time may contact Alaska Central Baggage within seven calendar days.","issues":["damaged_baggage","accessibility"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, ask for the written notice and compensation under Rule 8.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If not paid, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For domestic travel, Rule 8 gives no compensation if the alternate flight arrives within 1 hour of the original arrival, 200% of the one-way fare (no more than $1,075) for an arrival delay of 1 to 2 hours, and 400% of the one-way fare (no more than $2,150) for an arrival delay over 2 hours.","issues":["denied_boarding"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"A downgrade earns back the upgrade fee or fare difference; a lost or significantly delayed bag earns back the bag fee.","evidence":["receipt for the fee","boarding pass showing the downgrade","Mishandled Baggage Report number"],"steps":[{"do":"For a downgrade, ask for the upgrade fee or the fare difference to Main Cabin.","channel":"customer-care-form"},{"do":"For a late or lost bag, file a Mishandled Baggage Report and ask for the bag fee refund."}],"facts":[{"kind":"policy","claim":"Rule 17.C.a says that if you are downgraded, Alaska refunds the upgrade fee; if you paid for first class and travel in a lower class, Alaska refunds the difference to the applicable Main Cabin fare.","issues":["ancillary_fee_refund"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"An Alaska credit is valid one year from issue; ask for a refund instead if the credit came from an Alaska cancellation or significant change.","evidence":["credit number","original ticket","cancellation notice"],"steps":[{"do":"If the credit replaced a refund you were owed under Rule 8, ask for a refund to the original form of payment.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage defines a Credit as valid for one (1) year from the date of issuance; it must be used for travel booked and flown within that year.","issues":["travel_credit"],"source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it refers to collectively as \"Alaska\".","source":"https://www.alaskaair.com/content/legal/contract-of-carriage/view-all","last_verified":"2026-10-12"}],"known_blockers":["The main alaskaair.com and hawaiianairlines.com help and policy pages are rendered by script; phone numbers and form links did not load for this research.","No general reservations phone number was confirmed from an official page."],"notes":"Alaska Air Group owns both Alaska Airlines and Hawaiian Airlines. The two received a single FAA operating certificate on October 29, 2025 (news.alaskaair.com), and Hawaiian moved to Alaska's Sabre passenger service system on April 22, 2026, with one record locator for both brands. Both brands remain, with bookings on alaskaair.com and hawaiianairlines.com, one Contract of Carriage and one Customer Service Commitment, and the loyalty program Atmos Rewards. This file covers Hawaiian Airlines.","official_domains":["alaskaair.com","hawaiianairlines.com"],"security":{"never_asks":[{"kind":"policy","claim":"In a December 2020 newsroom post about scams, Alaska Airlines says it never asks guests for personal information such as password credentials.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scam websites pay search engines to appear at the top of results, use Alaska's logo and pose as Alaska reservation agents, then ask callers for personal and payment information, charge inflated fees and may change the email on the account. Alaska says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent.","source":"https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and social media promotions pretending to be Alaska Airlines offer free roundtrip tickets. Alaska says red flags include a website that is not alaskaair.com, outdated branding and no official contest rules.","source":"https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/","last_verified":"2026-10-12"}]}},{"id":"allegiant-air","name":"Allegiant Air","aliases":["allegiant","allegiant airlines","allegiantair.com"],"sector":"airline","parent":"Allegiant Travel Company","website":"https://www.allegiantair.com","account_url":"https://www.allegiantair.com/my-trips","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Allegiant Reservations Center / Customer Care","value":"+1-702-505-8888","hours":"24 hours a day","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Also the number to ask for a Complaint Resolution Official (CRO), available 24/7.","source":"https://www.allegiantair.com/passengers-special-needs","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY/TDD","value":"+1-702-430-3283","purposes":["accessibility"],"source":"https://www.allegiantair.com/customer-service-plan","last_verified":"2026-10-12"},{"id":"text","type":"sms","label":"Send Us a Text","value":"+1-866-432-6165","source":"https://www.allegiantair.com/contactus","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Customer Request For Assistance form (\"Email Us\")","value":"https://www.allegiantair.com/customer-request-assistance","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"The baggage page links \"Mishandled Bag Report\" to this form for travelers who could not report at the airport. For disability issues, select \"Disability & Wheelchair Assistance\" as the nature of the request.","source":"https://www.allegiantair.com/baggage-1","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations mailing address","value":"Allegiant Travel Company, ATTN: Customer Relations, PO Box 371730, Las Vegas, NV 89137","purposes":["poor_service","flight_cancellation","refund_request"],"source":"https://www.allegiantair.com/contactus","last_verified":"2026-10-12"},{"id":"baggage-mail","type":"mail","label":"System Baggage Services (receipts for delayed-bag purchases)","value":"System Baggage Services, PO Box 371730, Las Vegas, NV 89137","purposes":["delayed_baggage"],"notes":"The baggage page also gives fax 702.853.4267 and an email address for receipts.","source":"https://www.allegiantair.com/baggage-1","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Allegiant owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the rebooking and any voucher to get a full refund, including taxes and ancillary fees, to the original form of payment.","evidence":["confirmation number","cancellation or reschedule notice","receipts"],"steps":[{"do":"In Manage Travel, decline the rebooking and ask for a refund. If you do nothing, Allegiant cancels the itinerary after 72 hours."},{"do":"If a rescheduled flight was turned into a credit voucher, call Customer Care to redeem it for a refund.","channel":"customer-service-phone"},{"do":"For a controllable cancellation, ask for a meal voucher (3+ hours) and a hotel or reimbursement of reasonable overnight costs."},{"do":"If the refund is not paid within 7 business days, send a written request, then file with the U.S. DOT and dispute the charge.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"The Customer Service Plan says that if a customer declines rebooking after a controllable delay or cancellation, Allegiant issues a full refund, including taxes and ancillary fees, to the original form of payment.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.allegiantair.com/customer-service-plan","last_verified":"2026-10-12"},{"kind":"process","claim":"If you take no action on a cancelled flight, \"Allegiant will automatically cancel your itinerary in 72 hours\" and refund to the original payment method. A rescheduled flight you decline becomes a credit voucher, which can be redeemed for a refund by calling Customer Care.","issues":["flight_cancellation","travel_credit"],"source":"https://www.allegiantair.com/flight-disruptions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Art. 90.G says card refunds are processed \"no later than seven (7) business days\" from receipt of the request and cash or check refunds \"no later than twenty (20) calendar days\".","issues":["flight_cancellation","refund_request"],"source":"https://www.allegiantair.com/contract-carriage","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage Art. 85.E.1 treats a change of \"three hours or more for domestic itineraries\" as a significant delay.","issues":["flight_cancellation","flight_delay"],"source":"https://www.allegiantair.com/contract-carriage","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a controllable delay of 3+ hours, ask for a meal voucher; for an overnight delay, a hotel or reimbursement. Weather delays get no expenses.","evidence":["confirmation number","scheduled and actual times","cause given by Allegiant","receipts"],"steps":[{"do":"Ask the agent for a meal voucher once the controllable delay reaches 3 hours, and for a hotel if stranded overnight."},{"do":"Submit receipts for reasonable hotel and ground transportation costs.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"The Customer Service Plan provides a meal voucher (or an appropriate meal and beverage) for controllable delays of \"3 hours or more\", hotel accommodations when available or reimbursement of reasonable overnight expenses, and reimbursement of reasonable ground transportation if it is not provided.","issues":["flight_delay","flight_cancellation"],"source":"https://www.allegiantair.com/customer-service-plan","last_verified":"2026-10-12"},{"kind":"policy","claim":"For weather disruptions, \"Allegiant will not be liable for any meals, alternate transportation or any other overnight expenses incurred.\"","issues":["flight_delay","flight_cancellation"],"source":"https://www.allegiantair.com/flight-disruptions","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Complete a Mishandled Baggage Report at the airport within 12 hours of arrival, then mail or email receipts to System Baggage Services.","evidence":["bag tag","Mishandled Baggage Report","receipts with purchase date and items","confirmation number"],"steps":[{"do":"Report the bag at the Allegiant Baggage Service Office. If you could not, file online within 12 hours of arrival.","channel":"customer-care-form"},{"do":"Send receipts showing purchase date, items, total, confirmation number and your mailing address to System Baggage Services.","channel":"baggage-mail"},{"do":"Ask for the bag fee back for a lost or significantly delayed bag."}],"facts":[{"kind":"deadline","claim":"The baggage page says \"The report must be submitted within (12) hours of arrival time.\" The Contract of Carriage (Art. 80.1) allows 24 hours and requires amended claims within 21 days. Report within 12 hours to be safe.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.allegiantair.com/baggage-1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"After a Mishandled Bag Report, \"please allow up to 45 days from submission to process your claim\" for a bag fee refund.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.allegiantair.com/baggage-1","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"File the Mishandled Baggage Report quickly, return the claim form by its stated date, and check the $4,700 limit.","evidence":["bag tag","report number","contents list with values","receipts"],"steps":[{"do":"File the Mishandled Baggage Report within 12 hours of arrival.","channel":"customer-care-form"},{"do":"Return the claim form by the date stated on it, signed and complete."},{"do":"If the claim is denied, complain in writing, then file with the U.S. DOT.","channel":"customer-relations-mail"}],"facts":[{"kind":"limit","claim":"Contract of Carriage Art. 75.1 says Allegiant's baggage liability \"in no event shall be greater than four thousand, seven hundred dollars ($4,700) Domestic.\"","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.allegiantair.com/contract-carriage","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within 12 hours of arrival (24 hours for missing contents; 72 hours for mobility devices).","evidence":["photos of the damage","bag tag","report number","repair estimate"],"steps":[{"do":"Report the damage to an airline representative at the airport, within 12 hours of arrival."},{"do":"Return the signed claim form by its stated date with photos and an estimate.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Allegiant's liability page says claims must be submitted \"12 hours of flight arrival for damaged bags\" and within 24 hours for missing contents; unsigned or incomplete claim forms may be denied.","issues":["damaged_baggage"],"source":"https://www.allegiantair.com/luggage-limitations-liability","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Damage to a wheelchair or mobility device \"must be reported no more than 72 hours after your flight's arrival.\"","issues":["damaged_baggage","accessibility"],"source":"https://www.allegiantair.com/passengers-special-needs","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, ask for the written notice and compensation under Contract of Carriage Art. 105.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the agent for the written statement of denied boarding compensation."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For domestic oversales, Contract of Carriage Art. 105 gives no compensation for an arrival delay under 1 hour, 200% of the fare (maximum $1,075) for 1 to 2 hours, and 400% of the fare (maximum $2,150) for over 2 hours.","issues":["denied_boarding"],"source":"https://www.allegiantair.com/contract-carriage","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Declining rebooking after a controllable disruption refunds ancillary fees too; a lost or significantly delayed bag refunds the bag fee after a Mishandled Bag Report.","evidence":["receipt for the fee","confirmation number","Mishandled Bag Report"],"steps":[{"do":"File the Mishandled Bag Report, then allow up to 45 days for the bag fee refund.","channel":"customer-care-form"},{"do":"If the refund is not paid, send a written request to Customer Relations, then file with the U.S. DOT.","channel":"customer-relations-mail"}],"facts":[{"kind":"deadline","claim":"The Customer Service Plan refunds the bag fee for a lost or significantly delayed bag if a mishandled baggage report is filed, within 7 business days for cards and 20 calendar days for other payments.","issues":["ancillary_fee_refund","delayed_baggage","lost_baggage"],"source":"https://www.allegiantair.com/customer-service-plan","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Call Customer Care and ask for a Complaint Resolution Official (CRO), available 24/7.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Call Customer Care and ask for a CRO.","channel":"customer-service-phone"},{"do":"Submit the Customer Request For Assistance form with \"Disability & Wheelchair Assistance\" selected.","channel":"customer-care-form"},{"do":"Report damage to a wheelchair or mobility device within 72 hours of arrival."},{"do":"File with the U.S. DOT if the issue is not resolved.","regulator":"us-dot"}]},{"issue":"travel_credit","summary":"Travel credit must be used within one year of the original reservation and cannot be extended.","evidence":["credit or voucher number","original reservation"],"steps":[{"do":"If the credit came from a rescheduled or cancelled flight, call Customer Care and ask to redeem it for a refund.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Allegiant says \"Travel must be completed within one year of the date of the initial reservation\", and \"Voucher expiration dates cannot be extended.\"","issues":["travel_credit"],"source":"https://www.allegiantair.com/reservations-ticketing","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Allegiant's reservations page says \"Eligible refunds will be issued to the original form of payment within 5 to 7 days.\"","issues":["refund_request"],"source":"https://www.allegiantair.com/reservations-ticketing","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Allegiant's Customer Service Plan mentions rebooking on an Allegiant airline partner, but the same plan says Allegiant has no codeshare partners, so expect rebooking only on Allegiant flights.","issues":["flight_cancellation"],"source":"https://www.allegiantair.com/customer-service-plan","last_verified":"2026-10-12"}],"known_blockers":["Allegiant's baggage pages give different reporting windows (12 hours on the baggage page, 24 hours in the Contract of Carriage). Use the shorter one.","Email addresses for baggage and disability teams are obscured on the pages; use the Customer Request For Assistance form instead."],"notes":"Contract of Carriage effective on and after July 21, 2026. Allegiant completed its acquisition of Sun Country Airlines on May 13, 2026 (stories.suncountry.com/merger-faqs; DOT interim approval April 15, 2026 per newsroom.allegiantair.com). The two airlines keep operating separately, with separate websites and loyalty programs, until they receive a single FAA operating certificate. Sun Country has its own file (sun-country-airlines).","official_domains":["allegiantair.com"]},{"id":"american-airlines","name":"American Airlines","aliases":["american airlines inc","aa.com","american air"],"sector":"airline","parent":"American Airlines Group","website":"https://www.aa.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"},{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations by mail","value":"American Airlines Customer Relations, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"notes":"The Customer Service Plan says a mailed letter may take longer to arrive and the response may be delayed.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"},{"id":"refund-mail","type":"mail","label":"Refund requests by mail","value":"American Airlines, Attention Passenger Refunds, 4000 E. Sky Harbor Blvd., Phoenix, AZ 85034","purposes":["refund_request","ancillary_fee_refund"],"notes":"Include the ticket receipt, the ticket number, a brief written explanation, and your name, address and phone number.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"},{"id":"baggage-contact-form","type":"web_form","label":"Contact American bags form (status and questions)","value":"https://www.aa.com/contact/forms?topic=BG","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Subjects are Damage, Delayed less than 5 days, Delayed 5+ days, Delayed bag reimbursement and Missing contents. The short address https://www.aa.com/contactbags redirects here.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/baggage.html","last_verified":"2026-10-12"},{"id":"delayed-bag-search","type":"portal","label":"Find your bags (delayed bag file lookup, run by NetTracer)","value":"https://app.nettracer.aero/pax/american/auth/login","purposes":["delayed_baggage","lost_baggage"],"notes":"Third-party site linked from aa.com. Use the 13-character file ID to check a delayed bag. To report at the airport without the Baggage Service Office, scan the QR code on the sign at baggage claim (trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands).","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"bag-tracker","type":"portal","label":"Track your bags","value":"https://www.aa.com/web/baggage/tracker","purposes":["delayed_baggage"],"notes":"Search by confirmation code or bag tag number.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Disability Team (special assistance problems on a past trip)","value":"+1-800-892-3624","hours":"24/7","purposes":["accessibility"],"notes":"The Conditions of Carriage say the disability team can be called 24/7. At the airport, ask for a Complaint Resolution Official (CRO).","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"},{"id":"special-assistance-phone","type":"phone","label":"Special Assistance (accessibility arrangements for upcoming travel)","value":"+1-800-237-7976","purposes":["accessibility"],"notes":"Hearing or speech-impaired assistance +1-800-735-2988, or dial 711.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"},{"id":"disability-assistance-form","type":"web_form","label":"Disability assistance request form","value":"https://www.aa.com/contact/forms?topic=DA","purposes":["accessibility"],"access":"open","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-relations-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline rebooking to get a full refund of fare, taxes and fees; submit one refund request per ticket number.","evidence":["confirmation code","ticket numbers (including seat and bag tickets)","cancellation or schedule-change notice"],"steps":[{"do":"Do not accept a rebooking or fly the changed flight if you want a refund. American's refund page says accepting a rebooking or travelling on the delayed or rescheduled flight makes you ineligible."},{"do":"Submit a refund request for each ticket number, including separate seat and bag tickets.","channel":"refund-form"},{"do":"If the disruption was within American's control, request reimbursement of hotel, transportation and meal costs from Customer Relations.","channel":"customer-relations-form"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"The Conditions of Carriage say American promptly and automatically refunds the fare, taxes and fees after a cancellation or significant itinerary change if you choose not to fly, not to rebook and not to accept other compensation. Eligible changes are 3 or more hours (domestic) or 4 or more hours (international), a different origin or destination airport, a downgrade, or more connections.","issues":["flight_cancellation","flight_delay"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service FAQs also list a schedule change of 90 minutes or more within 72 hours of departure, if you decide not to travel, as a reason to refund a non-refundable ticket.","issues":["flight_cancellation","flight_delay"],"source":"https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Refund requests must be submitted while the ticket is valid, 1 year from the ticket issue date. American does not process refunds on expired tickets.","issues":["refund_request","flight_cancellation"],"source":"https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a delay American causes, ask for a food and beverage credit at 3 hours and a hotel voucher if delayed overnight away from home.","evidence":["confirmation code","scheduled and actual times","cause given by American","receipts"],"steps":[{"do":"Ask for the food and beverage credit once the delay reaches 3 hours after scheduled departure."},{"do":"If delayed overnight away from home, ask for a hotel voucher; if none is available, keep receipts for reimbursement."},{"do":"Send receipts to Customer Relations for reimbursement.","channel":"customer-relations-form"},{"do":"If you decide not to fly because of a significant delay, request a refund.","channel":"refund-form"}],"facts":[{"kind":"compensation","claim":"The Customer Service Plan (updated August 26, 2026) says that, on request, for a delay or cancellation American causes it gives a food and beverage credit if the delay is 3 or more hours after scheduled departure, and a voucher for an approved hotel if you are delayed overnight away from your city of residence, or reimbursement of reasonable hotel costs if no voucher is available. For delays beyond its control, such as weather, you pay for your own hotel, meals and incidentals.","issues":["flight_delay","flight_cancellation"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report before leaving the airport (within 4 hours of arrival on U.S. flights), keep the 13-character file ID, and claim expenses within 30 days.","evidence":["13-character file ID","ticket receipt","baggage claim checks","original dated itemized receipts"],"steps":[{"do":"Report the bag before leaving the airport, at the Baggage Service Office or with the QR code at baggage claim. For U.S. flights, within 4 hours of arriving (12 hours with Bags VIP Luggage Delivery). Keep the 13-character file ID."},{"do":"Check the bag status with the file ID.","channel":"delayed-bag-search"},{"do":"Within 30 days, submit the expense claim online with the file ID, ticket receipt, claim checks and original dated itemized receipts.","channel":"baggage-claim-form"},{"do":"If you cannot submit online, mail the claim and the Passenger Property Questionnaire to Central Baggage.","channel":"baggage-mail"},{"do":"If the bag was more than 12 hours late on a domestic itinerary, check that the bag fee was refunded; if not, request it.","channel":"refund-form"},{"do":"If the bag is still missing after 5 days, follow lost_baggage."}],"facts":[{"kind":"deadline","claim":"For flights within the U.S., report delayed bags within 4 hours of arriving at your destination, or within 12 hours if you used Bags VIP Luggage Delivery. For international flights, report on arrival and before leaving the airport.","issues":["delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To be reimbursed for necessities, send the 13-character file ID, ticket receipt and baggage claim checks, and original dated itemized receipts within 30 days of the delay.","issues":["delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Conditions of Carriage (updated August 13, 2026) require a Passenger Property Questionnaire within 30 days of the first report if you seek compensation, and legal action for damage, delay or loss within 2 years of the incident.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Conditions of Carriage say American refunds bag fees automatically when a reported bag is not delivered within 12 hours of the last segment on a domestic itinerary, 15 hours on an international itinerary with a nonstop under 12 hours, or 30 hours if that nonstop is over 12 hours.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"If the bag is missing 5 or more days, submit the online claim with the file ID; liability is capped at $4,700 domestic.","evidence":["13-character file ID","contents list with values","receipts","photo ID"],"steps":[{"do":"After 5 days, submit the online claim with the 13-character file ID.","channel":"baggage-claim-form"},{"do":"If you cannot file online, mail the Passenger Property Questionnaire and documents to Central Baggage within 30 days of the first report.","channel":"baggage-mail"},{"do":"Ask for the checked bag fee back.","channel":"refund-form"},{"do":"If American does not respond, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"limit","claim":"American's liability for lost, delayed or damaged bags on domestic flights is limited to $4,700. For international travel, including domestic legs of international itineraries, it is 1,519 Special Drawing Rights per ticketed passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/liability-limitations.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"If American cannot find the bag, any expense reimbursement already paid is deducted from the final settlement. The Central Baggage Resolution Office emails its decision.","issues":["lost_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service Plan says that if American determines your baggage is lost, you will be reimbursed for any checked baggage charges.","issues":["lost_baggage","ancillary_fee_refund"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage before leaving the airport or within 6 hours of receiving the bag on U.S. flights (7 days international); missing contents within 24 hours.","evidence":["photos of the damage","13-character file ID","the damaged bag and contents","receipts"],"steps":[{"do":"Report the damage before leaving the airport, or within 6 hours of receiving the bag on U.S. flights (7 days for international). Keep the file ID."},{"do":"Submit the online claim; keep the damaged bag and contents until the claim is resolved.","channel":"baggage-claim-form"},{"do":"Ask American to repair the damage within 30 days of the first report.","channel":"baggage-contact-form"},{"do":"If items are missing from a delayed or damaged bag, file a missing items claim within 24 hours of receiving the bag (7 days international).","channel":"baggage-claim-form"},{"do":"For a damaged wheelchair or other mobility device, report it within 24 hours (7 days international) and call the Disability Team if there is a problem.","channel":"disability-phone"},{"do":"If you think a TSA inspection caused the damage, claim with TSA instead.","regulator":"tsa"}],"facts":[{"kind":"deadline","claim":"The delayed or damaged bags page says: \"For flights within the U.S., file a report before leaving the airport, or within 6 hours of receiving your bags. For international flights, file a report before leaving the airport, or within 7 days of receiving your bags.\"","issues":["damaged_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Conditions of Carriage (updated August 13, 2026) say: \"If your bags are damaged, you should file a report before you leave the airport, or within 6 hours of receiving your bags.\" They also say to ask American to repair the damage within 30 days of the first report.","issues":["damaged_baggage"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The delayed or damaged bags page gives 24 hours, not 6, for one case only. If a delayed or damaged bag is delivered with items missing, file a missing items claim within 24 hours of receiving the bag for flights within the U.S., or 7 days for international flights. American does not accept liability for missing items on U.S. flights unless the bag was reported delayed or damaged.","issues":["damaged_baggage","lost_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For mobility and medical devices, the mobility devices page and the Conditions of Carriage say to report damage within 24 hours of receiving the device (domestic) or 7 days (international), and a delay within 24 hours of arrival (domestic) or 21 days (international). Submit the online claim within 7 days of receiving the device. The baggage liability limits do not apply to these devices.","issues":["damaged_baggage","accessibility"],"source":"https://www.aa.com/web/i18n/travel-info/special-assistance/mobility-and-medical-devices.html","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily on a domestic flight, American pays 200% or 400% of the one-way fare, capped at $1,075 or $2,150.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of compensation. American pays by check or travel credit the same day at the airport, or mails it within 24 hours."},{"do":"If not paid, complain to Customer Relations.","channel":"customer-relations-form"},{"do":"If still not paid, file with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"compensation","claim":"For travel within the U.S., the Conditions of Carriage pay nothing for an arrival delay up to 1 hour, 200% of the one-way fare (maximum $1,075) for 1 to 2 hours, and 400% (maximum $2,150) for 2 hours or more.","issues":["denied_boarding"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"The Customer Service Plan says credit card refunds for tickets and optional services bought in the U.S. are processed within 7 business days of receiving the request and required information, and cash or check refunds within 20 business days.","issues":["refund_request"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The Customer Service Plan says Customer Relations typically responds within a few days, and customers can expect an acknowledgement within 30 days and resolution within 60 days.","issues":["poor_service"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","official_domains":["aa.com"],"security":{"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}]}},{"id":"breeze-airways","name":"Breeze Airways","aliases":["breeze","flybreeze","flybreeze.com"],"sector":"airline","website":"https://www.flybreeze.com","regulators":["us-dot"],"channels":[{"id":"text","type":"sms","label":"Text the Guest Empowerment Team","value":"+1-501-273-3931","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage","accessibility"],"notes":"Breeze publishes no phone line for voice support and warns that fraudsters post fake Breeze phone numbers. A Breeze maintenance page shows 501-273-3932; the support pages use 3931.","source":"https://www.flybreeze.com/support?a=Fraud-and-Scam-Protection---id--cEr2FnXYS3ajYvIUJGZX_Q","last_verified":"2026-10-12"},{"id":"refund-policy","type":"portal","label":"Cancellation and Refund Policy (help center)","value":"https://www.flybreeze.com/support?a=Cancellation-and-Refund-Policy---id--q0dZqkqJQbW20h7xpRsZjw","purposes":["flight_cancellation","refund_request","travel_credit"],"source":"https://www.flybreeze.com/support?a=Cancellation-and-Refund-Policy---id--q0dZqkqJQbW20h7xpRsZjw","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"text"},{"rung":"written_complaint","note":"Breeze Contact Center by email, text or messaging (the Contract of Carriage definition); no complaint form URL was confirmed."},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Breeze owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Cancel only the unflown segments for a refund to the original form of payment; taking the delayed or rebooked flight ends the refund right.","evidence":["confirmation code","cancellation or delay notice","Flight Credit details"],"steps":[{"do":"Do not take the delayed or rebooked flight if you want money back."},{"do":"Cancel the unflown segments for a refund to the original form of payment, or ask the Guest Empowerment Team by text.","channel":"text"},{"do":"If the cause was within Breeze's control, check for Flight Credit compensation."},{"do":"If the refund does not arrive, file with the U.S. DOT, then dispute the charge.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"The Contract of Carriage (updated as of March 20, 2025) says that for a \"Significantly delayed or changed flight\" as defined in DOT regulations, guests may be entitled to a refund consistent with DOT regulations, and itinerary changes are free when a flight is cancelled, modified or delayed more than two hours.","issues":["flight_cancellation","flight_delay"],"source":"https://media.flybreeze.com/docs/policies/contractofcarriage.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Breeze's disruption help page says only unflown segments can be cancelled for a full refund to the original form of payment, and to allow 7 business days to see the refund.","issues":["flight_cancellation","refund_request"],"source":"https://www.flybreeze.com/support?a=Disrupted-Flight-Options---id--hRq-gf4JQ4KUQMpcHYY5wQ","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"Controllable delays earn Flight Credit scaled to the delay; meals and hotels are a courtesy, not an obligation.","evidence":["confirmation code","scheduled and actual times","cause given by Breeze","receipts"],"steps":[{"do":"Ask the Guest Empowerment Team for the Flight Credit owed for a controllable delay, and for any voucher or expense reimbursement.","channel":"text"},{"do":"For a delay over three hours, you may cancel the unflown segments for a refund instead."}],"facts":[{"kind":"compensation","claim":"Breeze gives Flight Credit compensation scaled to the length of a controllable delay, and none for disruptions caused by weather, air traffic control or other circumstances outside its control.","issues":["flight_delay","flight_cancellation"],"source":"https://www.flybreeze.com/support?a=Disrupted-Flight-Options---id--hRq-gf4JQ4KUQMpcHYY5wQ","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage says Breeze may provide limited electronic vouchers and/or expense reimbursement options as a courtesy, with no obligation to provide them.","issues":["flight_delay","flight_cancellation"],"source":"https://media.flybreeze.com/docs/policies/contractofcarriage.pdf","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report the missing bag to a Team Member at the arrival airport within one hour; follow up through the Contact Center after 10 days.","evidence":["bag tag","report number","receipts"],"steps":[{"do":"File a report with a Team Member at the arrival airport within one hour of arrival."},{"do":"If the bag is not returned within 10 days of the report, submit a follow-up claim through the Contact Center.","channel":"text"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.J requires a report with a Team Member at the arrival airport within one (1) hour of arrival for bags that do not arrive, and a follow-up claim through the Breeze Contact Center if the bag is not returned within ten (10) days.","issues":["delayed_baggage","lost_baggage"],"source":"https://media.flybreeze.com/docs/policies/contractofcarriage.pdf","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Report within one hour, follow up after 10 days, and check the $4,700 limit.","evidence":["bag tag","report number","contents list with values","receipts"],"steps":[{"do":"Submit the follow-up claim through the Contact Center with a contents list and values.","channel":"text"}],"facts":[{"kind":"limit","claim":"The Contract of Carriage limits liability for loss, delay or damage to checked baggage (other than assistive devices) to up to $4,700 per guest on domestic flights.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://media.flybreeze.com/docs/policies/contractofcarriage.pdf","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage to a Team Member at the arrival airport within one hour of arrival.","evidence":["photos of the damage","bag tag","report number"],"steps":[{"do":"File a damage report with a Team Member at the arrival airport within one hour of arrival."},{"do":"Follow up with photos through the Contact Center.","channel":"text"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.J requires a damage report with a Team Member at the arrival airport within one (1) hour of arrival, unless applicable law allows longer.","issues":["damaged_baggage"],"source":"https://media.flybreeze.com/docs/policies/contractofcarriage.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["Breeze has no voice phone support; agents must use text or website chat.","flybreeze.com returned 403 to direct fetches; values come from flybreeze.com search results and the Contract of Carriage PDF."],"notes":"The Contract of Carriage PDF (media.flybreeze.com) is dated \"Updated as of March 20, 2025\".","official_domains":["flybreeze.com"],"security":{"known_scams":[{"kind":"policy","claim":"Breeze warns that fraudsters post fake Breeze phone numbers online and advises against copying phone numbers from search engine results.","source":"https://www.flybreeze.com/support?a=Fraud-and-Scam-Protection---id--cEr2FnXYS3ajYvIUJGZX_Q","last_verified":"2026-10-12"}]}},{"id":"delta-air-lines","name":"Delta Air Lines","aliases":["delta airlines","delta air lines inc","delta.com"],"sector":"airline","website":"https://www.delta.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"General Sales & Services (reservations, U.S.)","value":"+1-800-221-1212","purposes":["flight_cancellation","flight_delay","denied_boarding","travel_credit"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Comment & Complaint form","value":"https://www.delta.com/us/en/need-help/overview?commentComplaintsForm","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","accessibility","ancillary_fee_refund"],"notes":"Delta's Customer Service Plan names this form as the way to file a written complaint.","source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care mailing address (U.S., Caribbean, most of Europe and Latin America)","value":"Delta Air Lines, Inc., Customer Care, P.O. Box 20980, Department 980, Atlanta, GA 30320-2980","purposes":["poor_service","accessibility"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund request for a cancelled or significantly changed flight (Travel Resolution Form)","value":"https://www.delta.com/refund-form","purposes":["flight_cancellation","refund_request","ancillary_fee_refund","travel_credit"],"notes":"The same form handles eCredit appeals and some other refund reasons.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Reimbursement request for meals, hotel and transportation after a Delta-caused delay or cancellation","value":"https://www.delta.com/reimbursement/","purposes":["flight_delay","flight_cancellation"],"notes":"The page says eligibility is limited to U.S. and Canada residents; other requests go through the Comment & Complaint form.","source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"id":"refund-status-phone","type":"phone","label":"Refund status (U.S. and Canada)","value":"+1-800-847-0578","hours":"8am-7pm ET, Mon-Fri","purposes":["refund_request","flight_cancellation"],"source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"web_form","label":"Online baggage claim (delayed, damaged, lost, pilfered)","value":"https://www.delta.com/bag-claim","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Needs the file reference number from the airport baggage report.","source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Baggage service (U.S., toll-free)","value":"+1-800-325-8224","hours":"6:00 am-12:00 am ET, 7 days","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The baggage page gives +1-404-209-3034 as the alternate number when the toll-free line is unavailable.","source":"https://www.delta.com/us/en/need-help/overview","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Accessible Travel Services","value":"+1-404-209-3434","hours":"24/7","purposes":["accessibility"],"notes":"Dial 711 for Relay Services.","source":"https://www.delta.com/us/en/accessible-travel-services/overview","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Delta owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the automatic rebooking if you want money back, then request a refund to the original form of payment.","evidence":["confirmation number","ticket number","original and rebooked itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Check the automatic rebooking in My Trips. If it does not work for you, cancel it and ask for a refund instead of an eCredit."},{"do":"Submit the refund request for the unflown portion plus prepaid seat and checked bag fees.","channel":"refund-form"},{"do":"If the cause was within Delta's control and you paid for meals or a hotel, submit receipts for reimbursement.","channel":"reimbursement-form"},{"do":"Check refund status by phone if it has not arrived after the stated processing time.","channel":"refund-status-phone"},{"do":"If Delta does not refund, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Delta defines a significant schedule change as a departure or arrival 3 hours or more earlier or later for domestic itineraries, and 6 hours for international itineraries.","issues":["flight_cancellation","flight_delay"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you decline the rebooking after a cancellation or significant change, you can get a refund of the unflown portion plus prepaid seat upgrade, Preferred Seat and checked bag fees, or take an eCredit valid for 5 years. If Delta cannot rebook you and you take no action within 24 hours, Delta refunds automatically to the original payment method.","issues":["flight_cancellation","travel_credit","ancillary_fee_refund"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Rule 22(D) says credit card refunds are \"typically within seven business days\" of Delta's initial receipt of the refund request, and other forms of payment \"typically within 20 days\".","issues":["flight_cancellation","refund_request"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"},{"kind":"compensation","claim":"For a delay or cancellation within Delta's control, the Customer Service Plan promises a meal or meal vouchers when you wait 3 or more hours, a hotel at a Delta-contracted facility (based on availability) and ground transportation if you are stuck overnight away from home, and rebooking on another airline with a ticketing agreement if no Delta flight is available.","issues":["flight_cancellation","flight_delay"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a Delta-caused delay of 3 hours or more, ask for meal vouchers and a hotel; claim receipts afterwards.","evidence":["confirmation number","scheduled and actual times","cause given by Delta","receipts"],"steps":[{"do":"At the airport, ask an agent for meal vouchers (3+ hour wait) and, if stuck overnight, a hotel and ground transportation."},{"do":"If you paid yourself, submit receipts for reimbursement.","channel":"reimbursement-form"},{"do":"If the delay is a significant change (3+ hours domestic, 6+ hours international) and you no longer want to travel, request a refund.","channel":"refund-form"},{"do":"If Delta refuses, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For delays within Delta's control, representatives may also offer \"cash equivalents (e.g., gift cards), travel credits/vouchers, and/or miles for SkyMiles members\".","issues":["flight_delay","flight_cancellation"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage Rule 19(B) provides an overnight hotel voucher (if contracted rooms are available) for delays between 10:00 pm and 6:00 am, and says Delta has no liability if the delay was due to force majeure.","issues":["flight_delay"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"File a delayed-bag report at the Baggage Service Office, keep the file reference number, and claim essentials with receipts.","evidence":["bag tag","file reference number","boarding pass","receipts for essentials"],"steps":[{"do":"Report the bag at the Delta Baggage Service Office before leaving the airport. Keep the file reference number."},{"do":"Track the bag or call baggage service. Delta delivers the bag when it is found.","channel":"baggage-phone"},{"do":"Submit a claim with receipts for basic interim needs (essential clothing and toiletries).","channel":"baggage-claim-form"},{"do":"If the bag is not found within 5 days, submit the \"Potential Property Loss Claim\" from day 6.","channel":"baggage-claim-form"}],"facts":[{"kind":"policy","claim":"Delta refunds the checked bag fee for a domestic bag not delivered within 12 hours of arriving at the gate (15 hours for international flights of 12 hours or less, 30 hours for longer international flights).","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"process","claim":"Reimbursement covers basic interim needs such as essential clothing and toiletries. \"Receipts are required to review your claim.\"","issues":["delayed_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Delta treats a bag as lost if it is not found within 21 days; keep the delayed-bag file and claim the contents.","evidence":["bag tag","file reference number","contents list with values","receipts or photos"],"steps":[{"do":"Keep the delayed-bag file open. From day 6, submit the Potential Property Loss Claim with a contents list and proof of value.","channel":"baggage-claim-form"},{"do":"Ask for the checked bag fee back."},{"do":"If the settlement is too low or late, send a written complaint, then file with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"A bag is considered lost if it is not found within 21 days of arrival.","issues":["lost_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(1)(a) limits Delta's liability for lost, damaged or delayed baggage on domestic travel to $4,700 per fare-paying passenger. Wheelchairs and other assistive devices are excluded from this cap.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage at the Baggage Service Office before leaving the airport; the domestic deadline is 6 hours.","evidence":["photos of the damage","bag tag","file reference number","repair estimate"],"steps":[{"do":"Show the damaged bag at the Delta Baggage Service Office before you leave the airport and get a file reference number."},{"do":"Submit the damage claim online with photos and a repair estimate.","channel":"baggage-claim-form"}],"facts":[{"kind":"deadline","claim":"For domestic tickets, report damage within 6 hours of arrival (24 hours for tickets issued before October 8, 2025). International damage claims are due within 7 days of arrival.","issues":["damaged_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Missing or stolen items from a checked bag must be reported within 24 hours (domestic) or 7 days (international), then claimed with a Pilfered (Stolen) Item Claim.","issues":["damaged_baggage","lost_baggage"],"source":"https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, ask for the written notice and compensation by check, as set in Contract of Carriage Rule 20.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding rights and compensation."},{"do":"If compensation is not paid or is wrong, submit a written complaint.","channel":"customer-care-form"},{"do":"File a complaint with the U.S. DOT if Delta does not pay.","regulator":"us-dot"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 20(F) sets involuntary denied boarding compensation at 200% of the fare up to $1,075.00 when Delta arranges qualifying alternative transportation, and 400% of the fare up to $2,150.00 when it cannot.","issues":["denied_boarding"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"An eCredit from a voluntary cancellation usually expires 1 year from purchase; one from declining a rebooked flight lasts 5 years.","evidence":["eCredit number","original ticket number","cancellation notice"],"steps":[{"do":"If the eCredit came from a Delta cancellation or significant change, ask to convert it to a refund.","channel":"refund-form"},{"do":"For other eCredit problems, submit an eCredit appeal through the Travel Resolution Form.","channel":"refund-form"}],"facts":[{"kind":"deadline","claim":"An eCredit from cancelling a non-refundable ticket \"will expire 1 year from purchase date, unless your ticket terms state otherwise.\" An eCredit from declining a rebooked flight after a cancellation or significant change is valid for 5 years from issuance.","issues":["travel_credit"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Prepaid seat and bag fees come back with a refund after a Delta cancellation or significant change; a late bag earns a bag fee refund.","evidence":["receipt for the seat or bag fee","confirmation number","bag tag and file reference for a late bag"],"steps":[{"do":"After a cancellation or significant change, include the seat upgrade, Preferred Seat and checked bag fees in the refund request.","channel":"refund-form"},{"do":"For a seat downgrade fare difference, use the same Travel Resolution Form.","channel":"refund-form"},{"do":"For a bag delivered late, ask the Baggage Service Office or the baggage claim form for the bag fee refund.","channel":"baggage-claim-form"}],"facts":[{"kind":"policy","claim":"If you decline the rebooking after a Delta cancellation or significant change, the refund includes the unflown portion plus any prepaid seat upgrade, Preferred Seat and checked bag fees.","issues":["ancillary_fee_refund","flight_cancellation"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Ask for a Complaints Resolution Official at the airport, then complain in writing.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"At the airport, ask any Delta representative for a Complaints Resolution Official (CRO). CROs are available at all airport locations."},{"do":"Call Accessible Travel Services for help with services.","channel":"disability-phone"},{"do":"File a written complaint online or by mail.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Delta's Customer Service Plan says Delta gives a dispositive response to disability-related complaints within 30 days.","issues":["accessibility"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Delta acknowledges written complaints within 30 days and sends a substantive response within 60 days.","issues":["poor_service"],"source":"https://www.delta.com/us/en/legal/customer-commitment","last_verified":"2026-10-12"},{"kind":"limit","claim":"Contract of Carriage Rule 17(B)(5) says any legal action must be commenced within one year after the alleged occurrence.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.delta.com/us/en/legal/contract-of-carriage-dgr","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Delta's refund page says Basic Economy tickets cannot be changed or refunded after the Risk-Free Cancellation period. Non-refundable tickets are refundable only when Delta cancelled the flight or caused a significant delay or change.","issues":["flight_cancellation","refund_request"],"source":"https://www.delta.com/us/en/change-cancel/cancel-flight","last_verified":"2026-10-12"}],"known_blockers":["The baggage claim form needs the file reference number from the airport baggage report.","The meal and hotel reimbursement form is limited to U.S. and Canada residents; others must use the Comment & Complaint form."],"notes":"Contract of Carriage page shows \"Last Modified August 18, 2026\". The domestic damaged-bag reporting window changed from 24 hours to 6 hours for tickets issued on or after October 8, 2025.","official_domains":["delta.com"],"security":{"never_asks":[{"kind":"policy","claim":"Delta says it will never ask you for your password in an email, over the phone or through a social media platform.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delta says it will never ask you to pay with alternative forms of payment, such as Visa gift cards, Amex gift cards or Google Play cards.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent emails, letters, postcards, social media sites and gift card promotion websites claim to be from Delta, promise free travel or prizes, or say that a Delta ticket was bought or a card was charged, to collect personal information. Delta says it does not market to customers this way.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites offer free or heavily discounted flights for following or liking a social media account. Delta lists these as fraudulent communications that do not come from Delta.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}],"report_phishing":[{"id":"account-activity-phone","type":"phone","label":"Report unusual account activity","value":"+1-800-221-1212","notes":"Delta's security page says to message Delta or call this number to report unusual account activity. It gives no address for forwarding phishing emails.","source":"https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data","last_verified":"2026-10-12"}]}},{"id":"frontier-airlines","name":"Frontier Airlines","aliases":["frontier airlines inc","flyfrontier","flyfrontier.com"],"sector":"airline","parent":"Frontier Group Holdings","website":"https://www.flyfrontier.com","account_url":"https://travel.flyfrontier.com/","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service phone","value":"+1-602-333-5925","hours":"24/7","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with us","value":"https://www.flyfrontier.com/chat-with-us/","purposes":["flight_cancellation","flight_delay","refund_request","accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"whatsapp","type":"chat","label":"Text us on WhatsApp","value":"https://api.whatsapp.com/send/?phone=17209023969&text&type=phone_number&app_absent=0","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"rebooking-refund-portal","type":"portal","label":"Rebooking/Refund Options (self-service for cancelled or delayed flights)","value":"https://travel.flyfrontier.com/login","purposes":["flight_cancellation","flight_delay"],"access":"login","notes":"Frontier calls this the fastest way to rebook or get a refund after a cancellation or long delay.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Apply for a Refund form","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-refund/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"notes":"Frontier says to use this form if you cannot finish the request with the self-service tools.","source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Share Feedback (complaint form)","value":"https://frontiercswprod.powerappsportals.com/contact-us/request-complaint-form/","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations mailing address","value":"Frontier Airlines, Inc., Attn: Customer Relations, 4545 Airport Way, Denver, CO 80239","purposes":["poor_service","flight_cancellation"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Delayed or damaged bag (NetTracer portal)","value":"https://app.nettracer.aero/pax/frontier/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"login","notes":"The portal opens on a login page. Expect to need the baggage file reference from the airport report.","source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"},{"id":"accessibility-form","type":"web_form","label":"Accessibility Request form","value":"https://frontiercswprod.powerappsportals.com/contact-us/accessibility-request-form/","purposes":["accessibility"],"source":"https://www.flyfrontier.com/customer-service/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Frontier owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Do not take the rebooked flight or a travel credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation code","original and new itinerary","cancellation or delay notice"],"steps":[{"do":"Use Rebooking/Refund Options to choose a refund instead of a rebooking or credit.","channel":"rebooking-refund-portal"},{"do":"If the self-service tool does not work, submit the Apply for a Refund form.","channel":"refund-form"},{"do":"If the refund does not arrive within 7 business days, chat or call, then file a written complaint.","channel":"customer-care-form"},{"do":"File a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Frontier's refund page sets the significant delay threshold at \"greater than 3 hours for domestic flights, or greater than 6 hours for international flights\", and says refunds \"apply only if the customer did not take a rebooked flight.\"","issues":["flight_cancellation","flight_delay"],"source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Frontier's Customer Service Plan says \"Refunds will be processed within seven (7) business days\" to the original form of payment.","issues":["flight_cancellation","refund_request"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Contract of Carriage section 17.C says Frontier rebooks only on its own flights and \"will have no obligation to provide transportation on another carrier.\" If you decline the alternatives, Frontier refunds the unused portion including fees for ancillary services not provided.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"Ask for a meal voucher at 3 hours; ask for a refund instead of travel if the delay is more than 3 hours domestic.","evidence":["confirmation code","scheduled and actual times","cause given by Frontier","receipts"],"steps":[{"do":"At the airport, ask for a meal voucher once the delay reaches 3 hours."},{"do":"If you no longer want to travel, request a refund of the unused portion.","channel":"rebooking-refund-portal"},{"do":"If Frontier refuses, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"Frontier's Customer Service Plan says \"Frontier will provide meal vouchers for flight delays of 3 hours or more\", including cancellations where the Frontier rebooking departs 3 or more hours after the original departure. The plan does not list hotel or ground transportation.","issues":["flight_delay","flight_cancellation"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report within 4 hours of arrival at the Baggage Service Office, then track and claim through the NetTracer portal.","evidence":["bag tag","baggage file reference","receipts for essentials"],"steps":[{"do":"Report the delayed bag at the Baggage Service Office or ticket counter within 4 hours of arrival. Get the file reference."},{"do":"Follow the file and submit documentation online.","channel":"baggage-claim-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 16.B.1 says a claim for damage, delay or loss of baggage on domestic flights must be reported within 4 hours of the arrival of the flight. Supporting documentation must be submitted within 30 days from the date you receive the claim form packet from Frontier.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"},{"kind":"process","claim":"The Customer Service Plan says staff create a tracing file and cover \"immediate, reasonable needs\" while you wait for a delayed bag.","issues":["delayed_baggage"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the delayed-bag file open and submit the claim documentation within 30 days of receiving Frontier's claim packet.","evidence":["bag tag","file reference","contents list with values","receipts"],"steps":[{"do":"Make sure the bag was reported within 4 hours of arrival and you have a file reference."},{"do":"Submit the contents claim with documentation within 30 days of receiving the claim form packet.","channel":"baggage-claim-form"},{"do":"Ask for the checked bag fee back.","channel":"refund-form"}],"facts":[{"kind":"limit","claim":"Contract of Carriage section 16.A.1 limits Frontier's liability for loss, damage or delay of checked baggage on domestic flights to $4,700 (or a greater amount set in 14 CFR Part 254) for all bags under one ticketed passenger's name.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within 4 hours of arrival (24 hours for pilferage) and submit documentation within 30 days.","evidence":["photos of the damage","bag tag","file reference","repair estimate"],"steps":[{"do":"Show the damaged bag at the Baggage Service Office within 4 hours of arrival."},{"do":"Submit the claim and photos through the baggage portal.","channel":"baggage-claim-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 16.B.1 allows claims for pilferage up to 24 hours after flight arrival; other damage must be reported within 4 hours.","issues":["damaged_baggage"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"Volunteers get a Frontier travel voucher; if bumped involuntarily, ask for the written notice and compensation.","evidence":["boarding pass","written denied-boarding notice"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If compensation is not paid, send a written complaint, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage section 18.A says volunteers get compensation in the form of an Electronic Travel Voucher for future transportation to be booked within 365 days on Frontier.","issues":["denied_boarding","travel_credit"],"source":"https://www.flyfrontier.com/legal/contract-of-carriage/","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Ask for a refund of a bag, seat or other extra Frontier could not provide on a cancelled or significantly delayed flight.","evidence":["receipt for the fee","confirmation code","cancellation or delay notice"],"steps":[{"do":"Request the refund of the unused extra through the refund form.","channel":"refund-form"},{"do":"If refused, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"Frontier's refund page covers optional services when \"Frontier was unable to provide an optional ancillary service you purchased\" on a cancelled or significantly delayed flight.","issues":["ancillary_fee_refund"],"source":"https://www.flyfrontier.com/refund-options/","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Use chat, airport staff or the Accessibility Request form; no dedicated disability phone line was found.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Submit the Accessibility Request form, or ask at the ticket counter or gate.","channel":"accessibility-form"},{"do":"Complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}]}],"facts":[{"kind":"deadline","claim":"Frontier acknowledges written complaints within 30 days and gives \"a substantive response within 60 days of receiving the correspondence.\"","issues":["poor_service"],"source":"https://www.flyfrontier.com/legal/customer-service-plan/","last_verified":"2026-10-12"}],"known_blockers":["The baggage portal and the Rebooking/Refund Options tool open on login pages.","No dedicated disability phone line was found; Frontier points to chat, airport staff and the Accessibility Request form."],"notes":"Contract of Carriage PDF (https://f9prodcdn.azureedge.net/media/11152/cs_coc.pdf, linked from the contract page) is marked \"R2 (09/14/26)\". Frontier publishes a 24/7 phone number again (602-333-5925) next to chat and WhatsApp.","official_domains":["flyfrontier.com"]},{"id":"jetblue","name":"JetBlue Airways","aliases":["jetblue airways","jet blue","jetblue.com"],"sector":"airline","parent":"JetBlue Airways Corporation","website":"https://www.jetblue.com","account_url":"https://www.jetblue.com/manage-trips","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-JETBLUE)","value":"+1-800-538-2583","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request"],"notes":"The Contract of Carriage gives the number as 1-800-JETBLUE; deaf or hard of hearing customers can dial 711 for TTY/TDD.","source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact chat","value":"https://www.jetblue.com/contact-us/chat","purposes":["flight_cancellation","flight_delay","refund_request","travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact Us (compliments, complaints and other questions)","value":"https://www.jetblue.com/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit"],"notes":"The page is rendered by script; the Customer Service Plan names it as the channel for compliments and complaints.","source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"portal","label":"Online bag claim for delayed or damaged bags (NetTracer)","value":"https://app.nettracer.aero/pax/jetblue/bso/login","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"File within four hours of landing. Upload receipts for replaced items through the same customer portal.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"baggage-phone","type":"phone","label":"Central Baggage Services","value":"+1-866-538-5438","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Call this number to report damage found after the bag was delivered, within four hours of delivery.","source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Accessibility concerns line (1-855-ADA-LINE); ask for a Complaints Resolution Official","value":"+1-855-232-5463","purposes":["accessibility"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund JetBlue owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Cancel the affected flight before departure to get a refund to the original form of payment, including seat and bag fees.","evidence":["confirmation code","original and rebooked itinerary","cancellation notice","TrueBlue number"],"steps":[{"do":"If the automatic rebooking does not work, either rebook within 5 days at no cost or cancel the flight in Manage Trips for a refund to the original form of payment."},{"do":"Cancel online or contact JetBlue before the flight departs; otherwise use chat.","channel":"chat"},{"do":"For a controllable cancellation, ask for the $12 meal voucher (3+ hour arrival delay) and a hotel if stranded overnight."},{"do":"If the refund does not arrive, complain in writing, then file with the U.S. DOT and dispute the charge with the card issuer.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"After a JetBlue cancellation you can \"Cancel and refund to the original form of payment, including ancillary fees (seats, pets, bags, etc.)\", but \"the customer must cancel online or contact us prior to flight departure.\"","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.jetblue.com/help/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service Plan says that if no action is taken within seven (7) days of the cancelled flight, the entire itinerary is refunded automatically.","issues":["flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"kind":"deadline","claim":"JetBlue's refunds page lists 7-10 business days for credit card refunds and extras (seats, pets, bags) to the original payment method. The Contract of Carriage says cash or check refunds are made within twenty (20) days of receipt of all necessary information.","issues":["flight_cancellation","refund_request"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Customer Bill of Rights gives TrueBlue members 5,000 TrueBlue points for a controllable cancellation less than 4 hours before scheduled departure. A TrueBlue account must be attached to the reservation before the disruption; non-members get no points.","issues":["flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a controllable delay of 3+ hours, JetBlue owes a $12 meal voucher, a hotel if overnight, and 5,000 TrueBlue points to members.","evidence":["confirmation code","scheduled and actual times","cause given by JetBlue","hotel and transport receipts"],"steps":[{"do":"Check the email on the reservation for the digital meal voucher."},{"do":"If stranded overnight and no contracted hotel is offered, book a reasonable hotel and submit receipts within 10 days.","channel":"customer-care-form"},{"do":"If the delay is 3+ hours domestic (6+ international) and you no longer want to fly, cancel before departure for a refund.","channel":"chat"}],"facts":[{"kind":"compensation","claim":"For controllable arrival delays of three hours or more, JetBlue gives each ticketed customer a $12 digital meal voucher and, if away from home overnight, a hotel at a contracted facility based on availability.","issues":["flight_delay","flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If no contracted hotel is available or ground transportation is not provided, JetBlue reimburses reasonable hotel and ground transportation costs with valid receipts; requests must be submitted within 10 days of the expense.","issues":["flight_delay","flight_cancellation"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"},{"kind":"compensation","claim":"A controllable delay of more than 3 hours past the scheduled departure earns 5,000 TrueBlue points for TrueBlue members, issued automatically. \"Most ATC delays are not eligible for compensation.\"","issues":["flight_delay"],"source":"https://www.jetblue.com/help/delays-and-cancellations","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"File the online bag claim within four hours of landing and upload receipts for essentials.","evidence":["bag tag","claim number","original receipts for replaced items"],"steps":[{"do":"File the delayed bag claim online within four hours of landing, or at the airport baggage office.","channel":"baggage-claim-form"},{"do":"Keep all original receipts for items you buy and upload them to the claim.","channel":"baggage-claim-form"},{"do":"Send confirming written notice within 21 days of the event.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section on Notice of Claims says initial notice of loss, damage or delay of baggage must be given within four (4) hours after arrival of the flight, and confirming written notice must be given not more than twenty-one (21) days after the event.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bag fees are refunded automatically if the bag is not delivered within 12 hours of arrival for domestic flights (15 hours for international).","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.jetblue.com/customer-assurance/customer-service-plan","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the claim open, send written notice within 21 days, and check the $4,700 liability limit before accepting an offer.","evidence":["bag tag","claim number","contents list with values","receipts"],"steps":[{"do":"Make sure the claim was filed within four hours of landing.","channel":"baggage-claim-form"},{"do":"Send confirming written notice with the contents and values within 21 days.","channel":"customer-care-form"},{"do":"Ask for the bag fee back if it was not refunded automatically."}],"facts":[{"kind":"limit","claim":"The Contract of Carriage limits JetBlue's liability for loss, damage or delay of baggage to $4,700 per passenger unless excess coverage was bought (maximum $5,000) or the item is a wheelchair, mobility aid or assistive device.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within four hours of landing online, or within four hours of delivery by phone if the damage is found after delivery.","evidence":["photos of the damage","bag tag","claim number","repair estimate"],"steps":[{"do":"File the damage claim online within four hours of landing.","channel":"baggage-claim-form"},{"do":"If you find damage after the bag was delivered to you, call Central Baggage Services within four hours of delivery.","channel":"baggage-phone"}],"facts":[{"kind":"deadline","claim":"JetBlue's bag claims page says to file delayed or damaged bags \"using the online claim form within four hours of landing\", and to report damage found after delivery \"within four hours of delivery\".","issues":["damaged_baggage","delayed_baggage"],"source":"https://www.jetblue.com/help/bag-claims","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, JetBlue's Customer Bill of Rights pays up to $2,150.","evidence":["boarding pass","written denied-boarding notice"],"steps":[{"do":"Ask the gate agent for the written statement of denied boarding compensation."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"The Customer Bill of Rights says \"customers who are involuntarily denied boarding shall receive up to $2,150\", for JetBlue-operated flights only.","issues":["denied_boarding"],"source":"https://www.jetblue.com/customer-assurance/customer-bill-of-rights","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Seats, bags and other extras go back to the original form of payment; bag fees for a late bag are refunded automatically.","evidence":["receipt for the fee","confirmation code","bag claim number for a late bag"],"steps":[{"do":"When you cancel an impacted flight, check that seats, pets and bags are refunded to the original payment method.","channel":"chat"},{"do":"If a bag fee was not refunded after a bag was more than 12 hours late (domestic), ask through chat or the Contact Us page.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"JetBlue's refunds page lists 7-10 business days for refunds of extras (seats, pets, bags) to the original payment method.","issues":["ancillary_fee_refund"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Call the accessibility line and ask for a Complaints Resolution Official.","evidence":["assistance request confirmation","dates","names","photos of damage"],"steps":[{"do":"Call 1-855-ADA-LINE and ask for a CRO.","channel":"disability-phone"},{"do":"Follow up in writing through Contact Us, then file with the U.S. DOT.","channel":"customer-care-form"}]},{"issue":"travel_credit","summary":"Travel credit is valid 12 months from the original ticketing date and cannot be moved back to a card; ask for a cash refund if JetBlue caused the cancellation.","evidence":["travel credit details","original ticket","cancellation notice"],"steps":[{"do":"If the credit came from a JetBlue cancellation or significant delay, ask for a refund to the original form of payment instead.","channel":"chat"}],"facts":[{"kind":"deadline","claim":"Travel credit is \"valid for 12 months from original ticketing date\", and once a refund goes to travel credit it cannot be moved back to the original payment method.","issues":["travel_credit"],"source":"https://www.jetblue.com/help/refunds","last_verified":"2026-10-12"}]}],"known_blockers":["The Contact Us and Share a Concern pages are rendered by script; the complaint form fields did not load for this research.","Customer Bill of Rights points require a TrueBlue account attached to the reservation before the disruption."],"notes":"Contract of Carriage PDF is marked \"2026-07-29 Revision: 103\". JetBlue's delays page says Customer Bill of Rights compensation is issued as TrueBlue points instead of travel credit starting in early 2026.","official_domains":["jetblue.com"],"security":{"known_scams":[{"kind":"policy","claim":"JetBlue warns that fraudsters post fake JetBlue phone numbers online and get callers to give personal and financial information. It advises being wary of any phone numbers other than the ones JetBlue lists, and says the fraudsters may call back repeatedly if you hang up.","source":"https://www.jetblue.com/safety/fraud-prevention","last_verified":"2026-10-12"}]}},{"id":"southwest-airlines","name":"Southwest Airlines","aliases":["southwest airlines co","southwest.com","southwest air"],"sector":"airline","website":"https://www.southwest.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY service","value":"+1-800-533-1305","purposes":["accessibility"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Southwest LUV Voucher or expense reimbursement request","value":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","purposes":["flight_delay","flight_cancellation"],"notes":"For delays or cancellations within Southwest's control. Submit within one year of the flight.","source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the rebooking and do not hold the value as a Flight Credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation number","flight number and date","cancellation or schedule-change notice"],"steps":[{"do":"Decide whether to rebook or take a refund. Choosing to hold the value as a Flight Credit gives up the form-of-payment refund."},{"do":"Submit the Non-refundable Ticket Refund Request, citing the Southwest-initiated cancellation.","channel":"refund-form"},{"do":"If the cancellation was within Southwest's control and you waited 3+ hours or needed a hotel, request reimbursement or a LUV Voucher.","channel":"reimbursement-form"},{"do":"If the refund is not paid, complain in writing, then file with the U.S. DOT and dispute the charge with the card issuer.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"Contract of Carriage section 9.b says a passenger whose flight is cancelled or Significantly Delayed or Changed is eligible for a form-of-payment refund if they do not fly, do not accept alternative transportation, and do not choose to hold the value as Flight Credit or Transferable Flight Credit.","issues":["flight_cancellation","flight_delay"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage defines a Significantly Delayed or Changed Flight to include a departure three hours or more earlier, or an arrival three hours or more later, than originally scheduled on domestic itineraries (six hours for international).","issues":["flight_cancellation","flight_delay"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage section 4.c.(3) says credit card refunds are processed \"typically no later than seven business days\" and cash refunds by check \"typically no later than 20 calendar days\" from the date Southwest determines the refund is due. A refund that requires a request must be requested no later than one year from the ticket issue date.","issues":["flight_cancellation","refund_request"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a delay within Southwest's control of 3+ hours, ask for a food voucher, lodging and transport if needed, and claim receipts within one year.","evidence":["confirmation number","scheduled and actual times","cause given by Southwest","receipts"],"steps":[{"do":"At the airport, ask for a food voucher and, if no same-day flight is available, a hotel and ground transportation."},{"do":"Submit receipts or ask for a LUV Voucher through the reimbursement form within one year of the flight.","channel":"reimbursement-form"},{"do":"If the delay is a significant change and you do not travel, request a refund.","channel":"refund-form"}],"facts":[{"kind":"compensation","claim":"Southwest's reimbursement form covers delays of three hours or more within Southwest's control, or controllable cancellations with a wait of three hours or more, with a food voucher on request or reimbursement of reasonable meal costs, lodging or reimbursement if no same-day flight is available, and ground transportation if the hotel has no airport shuttle.","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"},{"kind":"compensation","claim":"A LUV Voucher may be issued when Southwest cancelled or significantly delayed a flight for a reason it can control, the disruption happened less than eight days before departure, and you arrived at your final destination three or more hours late.","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Reimbursement or voucher requests must be submitted \"no later than one year from the date of the delayed/canceled flight(s).\"","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report a missing bag within 4 hours of arrival and get a Baggage report number; bag fees are refunded at 12 hours.","evidence":["bag tag","Baggage report number","receipts for essentials"],"steps":[{"do":"Report the bag to Southwest at the airport within 4 hours of the flight's arrival and get a Baggage report number."},{"do":"Keep receipts for reasonable expenses and submit them with the claim.","channel":"customer-care-form"},{"do":"If the bag arrives 12 or more hours late, ask for the checked bag fee back."}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(i) says that for loss or substantial delay, you must notify Southwest and receive a Baggage report number not later than four (4) hours after the flight's arrival or receipt of the bag.","issues":["delayed_baggage","lost_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a Baggage report number, Southwest refunds the excess, oversize or overweight charge paid if baggage is lost or delayed by twelve (12) or more hours after the arrival of the flight.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"After the report, complete the Property Loss Claim form within 30 days of the date Southwest issues it.","evidence":["bag tag","Baggage report number","contents list with values","receipts"],"steps":[{"do":"Make sure you reported the bag within 4 hours and have a Baggage report number."},{"do":"Complete the Property Loss Claim form Southwest sends by mail or through its Baggage Claim Web Portal within 30 days of issue."},{"do":"If the settlement is refused or too low, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(iii) says the Property Loss Claim form must be completed and postmarked (paper) or submitted through the Baggage Claim Web Portal (online) within thirty (30) days of date of issue by Southwest.","issues":["lost_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The Contract of Carriage sets Southwest's standard baggage liability at $4,700, with excess valuation of up to $1,250 more (total maximum $5,950). Reimbursement is the documented original purchase price less depreciation.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage in person at the airport within 24 hours and get a Baggage report number.","evidence":["photos of the damage","bag tag","Baggage report number","repair estimate"],"steps":[{"do":"Show the damaged bag to Southwest at the airport within 24 hours of arrival or receipt of the bag. Get a Baggage report number."},{"do":"Follow up in writing with photos and a repair estimate.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(ii) says damage must be reported in person at the airport, with a Baggage report number issued, not later than 24 hours after the flight's arrival or receipt of the bag.","issues":["damaged_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Southwest is not liable for normal wear and tear such as cuts, scratches, scuffs, stains, dents, punctures, marks and dirt.","issues":["damaged_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, compensation is paid on the spot under Contract of Carriage section 9.c.","evidence":["boarding pass","written Notice of Denied Boarding","arrival time of the new flight"],"steps":[{"do":"Ask for the written explanation of denied boarding compensation and payment the same day."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For domestic itineraries, involuntary denied boarding compensation is at least 200% of the fare or $1075.00 (whichever is lower) if the alternate flight arrives more than 1 but less than 2 hours late, and at least 400% of the fare or $2150.00 (whichever is lower) otherwise. It is paid on the day and at the place of denied boarding, or sent within 24 hours.","issues":["denied_boarding"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"Flight Credits from tickets issued or changed on or after May 28, 2025 expire; ask for a cash refund instead if Southwest caused the disruption.","evidence":["confirmation number of the original ticket","credit details","cancellation notice"],"steps":[{"do":"If the credit came from a Southwest cancellation or significant change, ask for a refund to the original form of payment.","channel":"refund-form"}],"facts":[{"kind":"policy","claim":"Flight Credits created from tickets issued or changed on or after May 28, 2025, have an expiration date by which travel must be booked and flown.","issues":["travel_credit"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","official_domains":["southwest.com","wnco.com"],"security":{"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}]}},{"id":"spirit-airlines","name":"Spirit Airlines","aliases":["spirit airlines llc","spirit airlines inc","spirit.com","spirit aviation holdings"],"sector":"airline","parent":"Spirit Aviation Holdings, Inc.","website":"https://www.spirit.com","regulators":["us-dot"],"channels":[{"id":"restructuring-site","type":"portal","label":"Spirit wind-down and restructuring information site","value":"https://spiritrestructuring.com","purposes":["flight_cancellation","travel_credit","refund_request"],"notes":"Named in Spirit's May 2, 2026 wind-down release as the source of information about the wind-down. On 2026-10-12 the site returned an HTTP 522 error.","source":"https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"restructuring-site","note":"Information only. Spirit no longer operates flights or a customer service center that could be confirmed."},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"For a ticket paid by credit or debit card whose automatic refund did not arrive, dispute the charge with the card issuer."}],"playbooks":[{"issue":"flight_cancellation","summary":"Spirit stopped flying on May 2, 2026. Card purchases made through Spirit are refunded automatically; travel agency bookings go back through the agency.","evidence":["confirmation code","card statement with the Spirit charge","booking receipt","travel agency booking reference if any"],"steps":[{"do":"Do not go to the airport. All Spirit flights were cancelled."},{"do":"If you paid Spirit by credit or debit card, check the card statement for the automatic refund."},{"do":"If you booked through a travel agent, ask the agent for the refund."},{"do":"If a card refund has not arrived, dispute the charge with the card issuer. Give the cancellation date of May 2, 2026."},{"do":"File a complaint with the U.S. DOT if no refund is paid.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Spirit said on May 2, 2026 that \"All Spirit flights have been cancelled\" and that it \"will automatically process refunds for any flights purchased through Spirit with a credit or debit card to the original form of payment.\"","issues":["flight_cancellation","refund_request"],"source":"https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Spirit said guests who booked flights through a travel agent \"should contact the travel agent directly to request a refund.\"","issues":["flight_cancellation","refund_request"],"source":"https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"Spirit vouchers, credits and Free Spirit points are handled in the bankruptcy process, not by the airline.","evidence":["voucher or credit number and amount","Free Spirit account number and balance","original booking"],"steps":[{"do":"Save proof of every voucher, credit and points balance (screenshots, emails)."},{"do":"Watch the restructuring site for the claims process and deadlines.","channel":"restructuring-site"}],"facts":[{"kind":"policy","claim":"Spirit said compensation for vouchers, credits and Free Spirit points \"will be determined at a later date through the bankruptcy process.\"","issues":["travel_credit"],"source":"https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Spirit Aviation Holdings, Spirit Airlines and affiliates filed voluntary Chapter 11 petitions on August 29, 2025 in the United States Bankruptcy Court for the Southern District of New York. Spirit Airlines, LLC is a wholly owned subsidiary of Spirit Aviation Holdings, Inc.","source":"https://www.sec.gov/Archives/edgar/data/1498710/000162828026018265/flyy-20251231.htm","last_verified":"2026-10-12"}],"known_blockers":["Spirit ceased all flight operations on May 2, 2026. spirit.com and its customer support site refused connections on 2026-10-12, and spiritrestructuring.com returned an error.","Refunds of vouchers, credits and Free Spirit points depend on the bankruptcy process; an agent cannot get them from the airline directly."],"notes":"After an earlier Chapter 11 case, Spirit reorganized in March 2025 under the new parent Spirit Aviation Holdings, Inc. (FY2025 Form 10-K), and filed Chapter 11 again on August 29, 2025 (S.D.N.Y.). On May 2, 2026 it announced an orderly wind-down \"effective immediately\" and cancelled all flights (PR Newswire release). Do not expect live phone, chat, baggage or complaint channels. For card-paid tickets the practical routes are the automatic refund, then a card dispute and a U.S. DOT complaint.","official_domains":["spirit.com"]},{"id":"sun-country-airlines","name":"Sun Country Airlines","aliases":["sun country","suncountry.com","sun country air"],"sector":"airline","parent":"Allegiant Travel Company","website":"https://www.suncountry.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid."}],"playbooks":[{"issue":"delayed_baggage","summary":"File a Mishandled Baggage Notice within four hours of arrival, then complete the claim within 45 days.","evidence":["bag tag","Mishandled Baggage Notice number","receipts"],"steps":[{"do":"Report the missing bag at the airport within four hours of arrival."},{"do":"Complete the Mishandled Baggage Claim through the online claims portal within 45 days."},{"do":"Ask for the checked bag fee back if the bag was significantly delayed.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage (updated October 15, 2025) requires the Mishandled Baggage Notice to be received by Sun Country within four (4) hours of arrival, unless the passenger shows good cause, and the Mishandled Baggage Claim to be completed within forty-five (45) days after the events giving rise to the claim.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"},{"kind":"policy","claim":"After a Mishandled Baggage Notice is filed, Sun Country refunds the checked bag fee for a significantly delayed bag to the original form of payment.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the notice open and complete the claim within 45 days; liability is capped at $4,700 domestic.","evidence":["bag tag","notice number","contents list with values","receipts"],"steps":[{"do":"Complete the Mishandled Baggage Claim within 45 days with a contents list and proof of value."},{"do":"If the claim is refused, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"limit","claim":"The Contract of Carriage caps Sun Country's liability for loss, damage or delay of checked baggage on domestic flights at $4,700 per passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within four hours of arrival; pilferage claims can be made up to 7 calendar days after arrival.","evidence":["photos of the damage","bag tag","notice number","repair estimate"],"steps":[{"do":"Report the damage at the airport within four hours of arrival."},{"do":"Complete the claim within 45 days with photos and a repair estimate."}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage allows claims for pilferage up to 7 calendar days after flight arrival. Fragile or unsuitably packed items have limited or no liability.","issues":["damaged_baggage","lost_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"Sun Country vouchers stay valid under their existing terms after the Allegiant acquisition.","evidence":["voucher number and terms"],"steps":[{"do":"Redeem vouchers on suncountry.com or the Sun Country app; contact Sun Country Reservations with questions.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Sun Country's acquisition FAQ says \"All Sun Country vouchers remain valid and can be used in accordance with their existing terms and conditions.\" Sun Country and Allegiant rewards balances cannot currently be combined.","issues":["travel_credit"],"source":"https://stories.suncountry.com/merger-faqs","last_verified":"2026-10-12"}]}],"known_blockers":["suncountry.com is behind an Imperva bot check; contact, refund and baggage pages did not load. The online baggage claims portal URL was not confirmed.","No refund timing, controllable-delay commitments or disability phone line were confirmed."],"notes":"Allegiant completed its acquisition of Sun Country on May 13, 2026 (stories.suncountry.com/merger-faqs). Sun Country keeps its own brand, website, app, reservations line and voucher terms until the airlines get a single operating certificate. Contract of Carriage facts come from the October 15, 2025 version, seen through ir.suncountry.com search results because the file returned 403 to direct fetches.","official_domains":["suncountry.com"]},{"id":"united-airlines","name":"United Airlines","aliases":["united airlines inc","united.com","ual"],"sector":"airline","parent":"United Airlines Holdings","website":"https://www.united.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"chat-and-text","type":"sms","label":"Text an agent (text UNITED to 32050)","value":"32050","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Send the word UNITED to short code 32050. The Help Center also has a Chat now button; the reservations directory says chat is available 24 hours a day.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care by mail (Contract of Carriage Rule 29)","value":"Customer Care – NHCCR, United Airlines, Inc., 900 Grand Plaza Dr., Houston, TX 77067-4323","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"id":"customer-care-email","type":"email","label":"Customer Care email","value":"customer.care@united.com","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"Listed in United's Korea customer complaint resolution plan, which says United acknowledges claims within 7 days and replies within 14-60 days. U.S. pages point to the Customer Care form instead.","source":"https://www.united.com/en/us/fly/travel/destination/international/customer-complaint-resolution-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"},{"id":"bag-help","type":"portal","label":"Bag help (delayed, lost, damaged bags, missing items, claim status)","value":"https://www.united.com/en/us/baggage/bag-help","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Each tab gives the report and claim deadlines. The Claim status tab checks interim expense, lost bag, damaged bag and missing item claims.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"delayed-bag-report","type":"web_form","label":"Report a delayed bag online (schedule pickup or free delivery)","value":"https://www.united.com/en/US/bagdelivery/start","purposes":["delayed_baggage","lost_baggage"],"notes":"Needs the confirmation number and last name. Green-tagged gate-checked bags cannot be reported online; call the Baggage Recovery Center.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"bag-tracker","type":"portal","label":"Bag tracker","value":"https://www.united.com/en/US/bagtracker","purposes":["delayed_baggage"],"notes":"Search by confirmation number and last name, or by bag tag number for a bag from a previous trip. Needs an active or recent trip with checked bags.","source":"https://www.united.com/en/US/bagtracker","last_verified":"2026-10-12"},{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"interim-expense-claim","type":"web_form","label":"Delayed bag interim expenses claim (clothes and toiletries)","value":"https://www.united.com/en/US/claimform/login?claimType=INTERIM","purposes":["delayed_baggage"],"notes":"Needs the file reference number ending in M (for example ORD12345M) and last name, a photo ID and receipts. United says claims are usually processed within 4-6 weeks.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"lost-bag-claim","type":"web_form","label":"Lost bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=LOSS","purposes":["lost_baggage"],"notes":"For a bag reported delayed and missing more than 5 days. Needs the file reference number ending in M and last name; describe the contents and add receipts and a photo ID.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"damaged-bag-claim","type":"web_form","label":"Damaged bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=DAMAGE","purposes":["damaged_baggage"],"notes":"Needs the file reference number ending in D (for example ORD12345D) and last name, a photo ID and receipts. Use it only if the agent directs you to claim with United; otherwise the agent may direct you to rynnsluggage.com for repair or replacement.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"missing-items-claim","type":"web_form","label":"Missing items claim (items missing from a checked bag)","value":"https://www.united.com/en/US/claimform/login?claimType=PILFERAGE","purposes":["damaged_baggage","lost_baggage"],"notes":"Needs the file reference number ending in P (for example ORD12345P) and last name.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"accessibility-desk-phone","type":"phone","label":"Accessibility Desk","value":"+1-800-228-2744","hours":"24 hours","purposes":["accessibility"],"notes":"The reservations directory calls it the 24-hour Accessibility Desk. TDD users dial 711 for the National Relay Service.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance.html","last_verified":"2026-10-12"},{"id":"assistive-device-desk","type":"phone","label":"Assistive Device Desk (wheelchairs and assistive devices; toll free within the U.S. and Canada)","value":"+1-866-261-2395","purposes":["accessibility","damaged_baggage","lost_baggage","delayed_baggage"],"notes":"Worldwide 281-553-2395; email AssistedDevice@united.com. For a lost, damaged or delayed wheelchair or scooter, and for damage that could not be reported at the airport on arrival.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance/wheelchair-assistance.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the alternate flight and the travel credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation number","ticket number","original and new itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Do not accept the rebooking or the travel credit if you want a refund."},{"do":"Cancel the reservation in My trips, or submit the refund form, including any bag and seat fees.","channel":"refund-form"},{"do":"For hotel, meal or other expenses caused by the cancellation, submit the Customer Care form.","channel":"customer-care-form"},{"do":"If the form fails, call customer service.","channel":"customer-service-phone"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Contract of Carriage Rule 24 says that after a schedule change United may rebook you on its closest available flight, reroute you on another carrier if all United service between the cities is cancelled, or let you apply the ticket value to United travel within one year from the date of issue; if none is offered or accepted, you can request a refund. If United determines the alternate is a significant change and you decline it, United will provide a refund.","issues":["flight_cancellation","flight_delay","travel_credit"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Contract of Carriage says credit card refunds are issued within seven business days after United determines a refund is due, and cash and other payments within 20 business days after a complete request is received.","issues":["flight_cancellation","refund_request"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Baggage service charges are non-refundable, but a passenger who does not travel because of a flight cancellation, Schedule Change or Irregular Operations is eligible for a refund of them.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For an extensive delay United caused, ask for food and beverage vouchers; the Contract of Carriage does not set an hour threshold.","evidence":["confirmation number","scheduled and actual times","cause given by United","receipts"],"steps":[{"do":"Ask the agent for food and beverage vouchers. If you decline offered vouchers, United will not reimburse food you buy yourself."},{"do":"Request reimbursement of expenses caused by the delay through the Customer Care form.","channel":"customer-care-form"},{"do":"If the delay becomes a significant change and you do not travel, request a refund.","channel":"refund-form"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 24 says United provides snacks or food and beverage vouchers when a delay it caused is extensive, and is not liable to reimburse food and beverage bought independently if vouchers were offered and not accepted.","issues":["flight_delay"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report the bag within 24 hours of arrival (21 days if international), then claim clothes and toiletries within 45 days (21 days if international).","evidence":["bag tag","file reference number ending in M","confirmation number","itinerary","dated receipts","photo ID"],"steps":[{"do":"Report the bag before you leave the airport, online, by text (BAGS to 32050) or by phone. Domestic trips within 24 hours of arrival; international trips within 21 days. Keep the file reference number that ends in M.","channel":"delayed-bag-report"},{"do":"If you cannot report online (for example a green-tagged gate-checked bag), call the Baggage Recovery Center.","channel":"baggage-recovery-phone"},{"do":"Follow the bag in the bag tracker. Report delays only at the final destination, not at a connection.","channel":"bag-tracker"},{"do":"Submit the interim expenses claim with dated receipts within 45 days of arrival (21 days if international).","channel":"interim-expense-claim"},{"do":"If the bag arrived more than 12 hours late on a domestic flight, check that the bag fee was refunded automatically; if not, request it.","channel":"refund-form"},{"do":"If the bag is still missing 5 days after arrival, file a lost bag claim (see lost_baggage).","channel":"lost-bag-claim"},{"do":"If United does not respond, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"deadline","claim":"United's bag help page says to report delayed bags within 24 hours of arrival for travel in the U.S., Guam, Puerto Rico or the U.S. Virgin Islands, and within 21 days of arrival for international travel. Submit the reimbursement claim within 45 days of arrival (domestic) or 21 days (international).","issues":["delayed_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Rule 28 (domestic carriage) requires a preliminary notice of claim within twenty-four hours after arrival of the flight for loss of, damage to or delay of baggage, and the completed written claim form must be received by United's System Tracing Center within 45 days after the flight date. Without either, absent extraordinary circumstances, no action lies against United.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For international carriage under the Warsaw or Montreal Convention, Rule 28 says a complaint must be made within seven calendar days for damage to baggage and 21 calendar days for delay, and an action for damages must be brought within two years.","issues":["delayed_baggage","damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"United automatically refunds bag fees if a bag is delayed over 12 hours on a domestic flight, over 15 hours on an international flight of less than 12 hours, or over 30 hours on an international flight longer than 12 hours.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"United covers reasonable and necessary purchases of clothing and toiletries while a bag is delayed and you are away from home. Dated receipts showing the items and costs are required.","issues":["delayed_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"A bag missing more than 5 days after arrival may be lost. Report it as delayed first, then file the lost bag claim within 45 days (21 days if international).","evidence":["bag tag","file reference number ending in M","contents list with values","receipts","photo ID"],"steps":[{"do":"Make sure the bag was reported as delayed within the reporting deadline and you have the file reference number ending in M.","channel":"delayed-bag-report"},{"do":"File the lost bag claim with a detailed contents list, receipts and a photo ID within 45 days of arrival (21 days if international).","channel":"lost-bag-claim"},{"do":"Ask for the checked bag fee back.","channel":"refund-form"},{"do":"Check the claim status on the bag help page, or call the Baggage Recovery Center.","channel":"baggage-recovery-phone"},{"do":"If United does not respond, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"limit","claim":"If all ticketed segments are within the U.S.A., United's liability for checked baggage is limited to USD 4,700 per ticketed passenger unless a higher value was declared in advance and additional charges paid. The passenger must document and prove the actual value of the loss.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international carriage under the Warsaw or Montreal Convention, Rule 28 limits liability to 1,519 SDR per passenger for destruction, loss, damage or delay of baggage.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The bag help page says the maximum reimbursement for a lost bag is $4,700 for flights in the U.S. and $2,000 for international flights, and interim expenses already reimbursed are deducted. United searches for about 21 days after a lost bag claim.","issues":["lost_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage says United will reimburse passengers for any fee charged to transport bags that are lost.","issues":["lost_baggage","ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage at the Baggage Service Office before leaving, or within 24 hours of arrival (7 days if international); then follow the agent's instructions to claim.","evidence":["photos of the damage","bag tag","file reference number ending in A or D","repair estimate or receipts","photo ID"],"steps":[{"do":"At the airport, report the damage at the Baggage Service Office before you leave. Ask if a replacement bag is available."},{"do":"If you find the damage after leaving the airport, report it by text (BAGS to 32050), chat or phone within 24 hours of arrival (7 days if international). Keep the file reference number ending in A or D.","channel":"baggage-recovery-phone"},{"do":"If the agent directs you to rynnsluggage.com for repair or replacement, submit that claim within 14 days of the damage report."},{"do":"If the agent directs you to claim with United, submit the damaged bag claim within 45 days of arrival (21 days if international).","channel":"damaged-bag-claim"},{"do":"For items missing from the bag, file the missing items claim (report within 24 hours of arrival, 7 days if international).","channel":"missing-items-claim"},{"do":"For a damaged wheelchair or assistive device that you could not report on arrival, contact the Assistive Device Desk.","channel":"assistive-device-desk"},{"do":"Damage caused during TSA screening is claimed with TSA, not United.","regulator":"tsa"}],"facts":[{"kind":"deadline","claim":"United's bag help page says to report damaged bags within 24 hours of arrival for travel in the U.S., Guam, Puerto Rico or the U.S. Virgin Islands, and within 7 days for international travel. A claim to United is due within 45 days of arrival (domestic) or 21 days (international); a claim through rynnsluggage.com is due within 14 days of the damage report.","issues":["damaged_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"United is not liable for damage that does not impair the bag's ability to function, such as minor cuts, scratches, scuffs, dents, punctures, marks or soil from normal handling.","issues":["damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a lost, damaged or destroyed wheelchair or assistive device, Rule 28 requires a preliminary notice at the airport on arrival; if that is not possible, contact the Assistive Device Desk within 24 hours of arrival for domestic carriage, or within seven calendar days for carriage to or from Canada. For domestic carriage and carriage to or from Canada, the baggage liability limits do not apply to these claims, but the notice and claim requirements do.","issues":["damaged_baggage","accessibility"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily on a domestic flight, Rule 25 pays 200% or 400% of the fare, capped at $1,075 or $2,150.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask for the written statement of denied boarding compensation and payment by check."},{"do":"If not paid, complain in writing through the Customer Care form.","channel":"customer-care-form"},{"do":"If United still does not pay, file with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 25 pays involuntarily bumped domestic passengers 200% of the fare (maximum 1,075 USD) if the alternate arrives more than one but less than two hours late, and 400% (maximum 2,150 USD) if later. No compensation is owed if the alternate is planned to arrive not later than 60 minutes after the original arrival time.","issues":["denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Request refunds of unused fees (bags, seats, Premier Access, Wi-Fi) within 90 days of payment or the flight date.","evidence":["fee receipt","confirmation number","cancellation or schedule-change notice"],"steps":[{"do":"Submit the refund form for the fee, selecting the purchase or entering the receipt details.","channel":"refund-form"}],"facts":[{"kind":"deadline","claim":"Passengers eligible for a refund of a fee for an ancillary service that was not provided must request it within 90 days of the date the fee was originally paid or the flight date, whichever is later.","issues":["ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The refund page says Wi-Fi provided by Panasonic, Thales or Viasat is refunded through the United form; for Wi-Fi from the other providers the page names (\"Intelstat or Gogo\"), contact that provider. United subscriptions are nonrefundable, with partial refunds for Wi-Fi and Economy Plus subscribers after a service disruption.","issues":["ancillary_fee_refund"],"source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"The refund page says to allow up to seven business days for a refund to post to a credit card, and up to 20 days for other forms of payment. Refunds go to the original form of payment unless you ask for an electronic travel certificate.","issues":["refund_request","flight_cancellation"],"source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"},{"kind":"process","claim":"The Contract of Carriage (revised September 30, 2026) Rule 29 says a third party who complains for a customer must include a signed letter from the customer or a power of attorney, or United will not reply.","issues":["poor_service"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","official_domains":["united.com"],"security":{"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}]}},{"id":"ally-bank","name":"Ally Bank","aliases":["ally","ally financial"],"sector":"bank","parent":"Ally Financial Inc.","website":"https://www.ally.com","account_url":"https://secure.ally.com/","official_domains":["ally.com"],"security":{"never_asks":[{"kind":"policy","claim":"Ally will never ask for your password.","source":"https://www.ally.com/security/personal-security/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-email-phone","type":"phone","label":"Call Ally if an email that appears to be from Ally looks suspicious","value":"+1-833-226-1520","purposes":["fraud"],"source":"https://www.ally.com/security/personal-security/","last_verified":"2026-10-12"}]},"regulators":["cfpb","federal-reserve"],"notes":"Ally Bank is a state-chartered Federal Reserve member bank. Ally's bank help pages state that Ally credit cards are issued by Merrick Bank, so card disputes go to the card issuer, not Ally Bank.","channels":[{"id":"bank-phone","type":"phone","label":"Ally Bank general line (customer service, unauthorized transactions)","value":"+1-877-247-2559","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","notes":"Some automated lines require calling from the phone number on file.","source":"https://www.ally.com/contact-us/","last_verified":"2026-10-12"},{"id":"bank-outside-us-phone","type":"phone","label":"Ally Bank from outside the U.S. (collect calls while traveling)","value":"+1-757-247-2559","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.ally.com/contact-us/","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"Report fraud","value":"+1-833-226-1520","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.ally.com/contact-us/","last_verified":"2026-10-12"},{"id":"fraud-service-center-callback","type":"phone","label":"Ally Fraud Service Center (number Ally calls from when it detects possible fraud)","value":"+1-855-706-1012","purposes":["fraud"],"notes":"Use this to recognize a genuine Ally fraud call.","source":"https://www.ally.com/help/bank/debit-cards-checks/","last_verified":"2026-10-12"},{"id":"secure-messages","type":"portal","label":"Chat and secure messages after login","value":"https://secure.ally.com/","purposes":["transaction_dispute","fee_reversal","frozen_funds","poor_service"],"access":"login","source":"https://www.ally.com/contact-us/","last_verified":"2026-10-12"},{"id":"bank-correspondence-mail","type":"mail","label":"Ally Bank general correspondence","value":"Ally Bank Customer Care, P.O. Box 951, Horsham, PA 19044","purposes":["poor_service","frozen_funds","transaction_dispute"],"source":"https://www.ally.com/contact-us/","last_verified":"2026-10-12"},{"id":"auto-correspondence-mail","type":"mail","label":"Ally auto payment disputes and customer service correspondence","value":"Ally Financial, P.O. Box 380901, Bloomington, MN 55438","purposes":["billing_error","poor_service"],"source":"https://www.ally.com/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"bank-phone"},{"rung":"written_complaint","channel":"bank-correspondence-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Lock the debit card, then call Ally within 60 days of the statement.","evidence":["statement with the transaction","date you noticed it","card status"],"steps":[{"do":"Lock the debit card on ally.com (Manage next to the card number) or in the app (Menu, Debit Card)."},{"do":"Call Ally Bank to report the unauthorized transaction.","channel":"bank-phone"},{"do":"Order a replacement online or in the app and report the card lost or stolen."},{"do":"If Ally does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Ally guarantees you will not be liable for an unauthorized Online or Mobile Banking transaction if you report it by calling 1-877-247-2559 within 60 days from when your statement is made available.","issues":["unauthorized_charge","fraud"],"source":"https://www.ally.com/security/","last_verified":"2026-10-12"},{"kind":"process","claim":"Locking an Ally debit card blocks purchases and withdrawals but not recurring payments.","issues":["unauthorized_charge","fraud"],"source":"https://www.ally.com/help/bank/debit-cards-checks/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud line; answer Ally fraud alerts by following their directions.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call Ally's fraud line.","channel":"fraud-phone"},{"do":"If Ally sent a fraud alert by text or email, follow its directions to report the transaction."},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Ally does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Ally charges no overdraft fees; check CoverDraft limits if a payment was declined.","evidence":["statement","CoverDraft coverage amount","direct deposit history"],"steps":[{"do":"Check whether a fee was charged at all; Ally says it eliminated overdraft fees on all accounts."},{"do":"If a fee appears, ask for a reversal by secure message or phone.","channel":"secure-messages"}],"facts":[{"kind":"policy","claim":"Ally says it eliminated overdraft fees from all its accounts and will never charge an overdraft fee on a declined purchase.","issues":["fee_reversal"],"source":"https://www.ally.com/bank/overdraft/","last_verified":"2026-10-12"},{"kind":"limit","claim":"CoverDraft covers up to $100 at first and up to $250 with a qualifying direct deposit of at least $250 for 2 months in a row; you get 14 days to bring a negative balance back above zero before Ally may restrict withdrawals.","issues":["fee_reversal","frozen_funds"],"source":"https://www.ally.com/bank/overdraft/","last_verified":"2026-10-12"}]}],"known_blockers":["Chat and secure messages need login.","Ally publishes no complaint form or complaint address beyond the general correspondence address."]},{"id":"american-express","name":"American Express","aliases":["amex","american express national bank","americanexpress","amex card"],"sector":"bank","parent":"American Express Company","website":"https://www.americanexpress.com","official_domains":["americanexpress.com"],"security":{"never_asks":[{"kind":"policy","claim":"American Express will never call you and ask for verification codes, logins or passwords.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express will never call you and ask for your full ID details, your Card details or your PIN.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express says institutions will not call you to ask for money by gift card, wire transfer, crypto or payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Someone calls claiming to be from American Express, your bank or a government agency and asks for an unusual payment, such as a gift card, wire transfer, crypto or a payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone calls claiming to be from American Express, a tech support service or a retailer and asks for remote access to your device or account through a one-time password, verification code or American Express SafeKey code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake caller ID to show a trusted number. If you did not make the call, do not share account numbers, logins, your Social Security number or one-time passcodes. Hang up and call the number on the back of your Card.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails with false offers, such as paying off your account balance, ask you to share personal details like your Card number and security code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report phishing emails or texts, or fake AMEX websites","value":"spoof@americanexpress.com","purposes":["fraud"],"notes":"The Security Center text shows this address, but its mailto link has a typo (americanexpress.oom). Type the address by hand.","source":"https://www.americanexpress.com/en-us/security/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"American Express National Bank is a national bank (OCC) and the issuer of U.S. consumer Amex cards. americanexpress.com blocks automated page fetches; the phone, dispute and savings channels come from americanexpress.com search results, and the arbitration channels from the cardmember agreements Amex files with the CFPB.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a charge online","value":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","purposes":["transaction_dispute","billing_error","unauthorized_charge"],"access":"login","notes":"Log in, view your transactions, select the transaction and click \"Dispute this Charge\", then follow the prompts. Contact the merchant first.","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","last_verified":"2026-10-12"},{"id":"billing-inquiry-documents-mail","type":"mail","label":"Documents for an existing billing inquiry (personal cards)","value":"American Express Customer Service, P.O. Box 981535, El Paso, TX 79998","purposes":["transaction_dispute","billing_error"],"notes":"Put your account number and inquiry reference number on every document. The same FAQ gives fax 1-623-444-3001 and an online Document Upload Center. The FAQ page may be several years old; prefer the Document Upload Center or the address on your latest statement.","source":"https://www.americanexpress.com/us/customer-service/faq.billing-inquiry-dispute-documentation.html","last_verified":"2026-10-12"},{"id":"savings-dispute-phone","type":"phone","label":"American Express personal savings account, transaction disputes","value":"+1-800-446-6307","purposes":["transaction_dispute","unauthorized_charge","frozen_funds"],"access":"human_only","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"savings-dispute-mail","type":"mail","label":"American Express personal savings account, written disputes","value":"American Express, P.O. Box 30384, Salt Lake City, UT 84130","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the arbitration provision (within 45 days after your first card purchase)","value":"American Express, P.O. Box 981556, El Paso, TX 79998","notes":"The notice must state that you reject the Arbitration provision and include name, address, account number and personal signature. Rejection also covers other open Amex consumer accounts.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"id":"credit-bureau-unit-mail","type":"mail","label":"Dispute information Amex reported to a credit reporting agency","value":"American Express Credit Bureau Unit, P.O. Box 981537, El Paso, TX 79998-1537","purposes":["credit_report_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"claim-notice-mail","note":"The agreement requires a written claim notice before mediation, arbitration or a lawsuit."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Either party may elect individual arbitration with JAMS or AAA. Amex will not elect arbitration for an individual claim pending only in small claims court."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call Amex right away at 1-800-528-4800 (24/7).","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Amex and report the card lost, stolen or used without permission. From outside the U.S., call the number on the back of the card.","channel":"customer-service-phone"},{"do":"For a billing error, write to the billing-rights address printed on your statement within 60 days."},{"do":"If Amex does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Amex cardmember agreement says to contact Amex right away if your card is lost or stolen or your account is being used without your permission.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Dispute the charge with Amex; if Amex credits you, it takes over your claim against the merchant.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Log in, select the transaction and click \"Dispute this Charge\", or call customer service.","channel":"dispute-online"},{"do":"Send any documents Amex asks for, with the account number and inquiry reference number.","channel":"billing-inquiry-documents-mail"},{"do":"If the dispute is denied and you still disagree, send a written claim notice before any mediation or arbitration.","channel":"claim-notice-mail"},{"do":"Complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"If you dispute a charge with a merchant, Amex may credit all or part of it; if it does, you assign your claims against the merchant to Amex for the credited amount.","issues":["transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call Amex immediately; chat is also available after login.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call Amex immediately and report the fraud.","channel":"customer-service-phone"},{"do":"Dispute any fraudulent charges that remain on the statement.","channel":"dispute-online"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Amex does not act.","regulator":"cfpb"}],"facts":[{"kind":"contact","claim":"Amex's fraud FAQ asks U.S. cardmembers who believe they are fraud victims to call 1-800-528-4800 immediately; outside the U.S., use the number on the back of the card.","issues":["fraud","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.fraud.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"For an American Express personal savings account, Amex must hear from you no later than 60 calendar days after it sent the first statement on which the problem or error appeared.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Amex arbitration provision by a written notice mailed within 45 days after your first card purchase.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Within 30 days after sending or receiving a claim notice, either party may submit the claim to JAMS or the AAA for mediation; Amex pays the mediation fees.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If the arbitrator rules for you for more than Amex's last offer, the award includes at least $5,000 plus reasonable attorneys' fees and costs.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you are a covered borrower under the Military Lending Act, the arbitration provision does not apply to you.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"known_blockers":["americanexpress.com rejects automated page fetches; an agent can link to its pages but may not be able to read them.","No separate U.S. consumer complaint form or executive office was found on americanexpress.com; the written claim notice is the formal escalation.","Disputes and secure messages need sign-in to the Amex account."]},{"id":"bank-of-america","name":"Bank of America","aliases":["bofa","boa","bank of america na","bankofamerica"],"sector":"bank","parent":"Bank of America Corporation","website":"https://www.bankofamerica.com","account_url":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go","official_domains":["bankofamerica.com","bofa.com"],"security":{"never_asks":[{"kind":"policy","claim":"Bank of America may contact you to confirm account activity, but it will never ask for your password or a verification code in that request.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America will never ask you to send money to it or to anyone else when it contacts you to confirm account activity.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Criminals pose as your bank and as government agencies, falsely say that an employee who worked on your account is under investigation, and tell you to move your money to a \"new\" or \"safe\" account.","source":"https://web.bankofamerica.com/en/security/library/review-scam-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters pose as bankers or advisors with fake phone numbers, websites, emails and social media accounts, and may tell you not to trust Bank of America employees.","source":"https://web.bankofamerica.com/en/security/scam-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that use the Bank of America name","value":"abuse@bofa.com","purposes":["fraud"],"source":"https://web.bankofamerica.com/en/security/report-suspicious-activity","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Bank of America, National Association is a national bank (OCC). Bank of America does not publish a dedicated complaint or executive office channel on its contact pages; use the written channels below.","channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (including lost or stolen card)","value":"+1-800-732-9194","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-international-phone","type":"phone","label":"Credit card customer service from outside the U.S.","value":"+1-302-738-5719","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"International cell phone roaming charges may apply.","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-phone","type":"phone","label":"Credit card billing inquiries","value":"+1-866-266-0212","purposes":["billing_error","transaction_dispute"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"card-billing-inquiries-mail","type":"mail","label":"Credit card billing inquiries (written billing disputes)","value":"Bank of America, PO Box 672050, Dallas, TX 75267-2050","purposes":["billing_error","transaction_dispute"],"notes":"Do not send payments here. The BankAmericard agreement's billing rights notice gives the same address (P.O. Box 672050, Dallas, TX 75267-2050).","source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Checking and savings, general account information, lost or stolen ATM or debit card","value":"+1-800-432-1000","hours":"Mon-Fri 8 a.m.-11 p.m. ET, Sat-Sun 8 a.m.-8 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Your card or account number is required. Relay calls by dialing 711.","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Checking and savings, international collect","value":"+1-315-724-4022","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Report fraudulent ATM or debit card charges","value":"+1-877-366-1121","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"id":"dispute-credit-online","type":"portal","label":"Dispute a credit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?reason=hsdisputcard","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"},{"id":"dispute-debit-online","type":"portal","label":"Dispute an ATM or debit card transaction online","value":"https://secure.bankofamerica.com/login/sign-in/signOnV2Screen.go?requestFrom=search&reason=disputeatmcheckcard","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"Write to us (checking and savings)","value":"Bank of America, PO Box 25118, Tampa, FL 33622-5118","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.bankofamerica.com/customer-service/contact-us/checking-savings/","last_verified":"2026-10-12"},{"id":"social-x","type":"social","label":"Direct message @BofA_Help on X","value":"https://x.com/BofA_Help","purposes":["poor_service"],"hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat 9 a.m.-6 p.m. ET, Sun 8 a.m.-5 p.m. ET","notes":"Never post account numbers publicly.","source":"https://www.bankofamerica.com/customer-service/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone"},{"rung":"written_complaint","channel":"card-billing-inquiries-mail","note":"Card billing errors in writing within 60 days of the statement. For deposit accounts, write to the checking and savings address."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Bank of America credit card agreements require AAA arbitration if either party chooses it; either side may use small claims court instead."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant first, then dispute the posted charge online, by phone or by mail within 60 days of the statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first. Bank of America says merchants can often resolve the issue faster."},{"do":"Wait until the charge posts. Only posted transactions can be disputed."},{"do":"Start the dispute in Online or Mobile Banking.","channel":"dispute-credit-online"},{"do":"Or call credit card billing inquiries, or write to the billing inquiries address.","channel":"card-billing-inquiries-mail"},{"do":"If Bank of America does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Most credit card transactions must be disputed within 60 days of the date of the statement on which the error appeared.","issues":["transaction_dispute","billing_error"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"kind":"process","claim":"Only posted transactions can be disputed; pending charges are temporary and may change.","issues":["transaction_dispute"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"},{"kind":"process","claim":"You can dispute a credit card charge through Mobile or Online Banking, by phone, or by mail.","issues":["transaction_dispute","billing_error"],"source":"https://info.bankofamerica.com/en/digital-banking/manage-your-credit-card-account","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report the card lost or stolen by phone at once; locking the card in the app is not enough.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a credit card, call the 24/7 credit card line and report the card lost or stolen.","channel":"card-services-phone"},{"do":"For an ATM or debit card, call the debit fraud line, or dispute online.","channel":"debit-fraud-phone"},{"do":"If Bank of America does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"For a lost or stolen credit card, Bank of America states \"You won't be liable for any fraudulent charges.\"","issues":["unauthorized_charge","fraud"],"source":"https://www.bankofamerica.com/customer-service/contact-us/privacy-security/","last_verified":"2026-10-12"},{"kind":"process","claim":"Locking your account is not a replacement for reporting your card lost or stolen.","issues":["unauthorized_charge","fraud"],"source":"https://info.bankofamerica.com/en/digital-banking/manage-your-credit-card-account","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the line for the account type at once, then report to the FTC.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For credit card fraud, sign in to Online Banking and follow the instructions, or call the credit card line.","channel":"card-services-phone"},{"do":"For ATM or debit fraud, call the debit fraud line.","channel":"debit-fraud-phone"},{"do":"For other accounts, call the general line.","channel":"banking-phone"},{"do":"Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Ask for a courtesy reversal by phone, then in writing.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Call and ask for a courtesy reversal of the fee.","channel":"banking-phone"},{"do":"If refused, write to the checking and savings address.","channel":"banking-mail"},{"do":"Complain to the CFPB if the fee breaks the account terms.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Bank of America says it won't charge a fee when it declines or returns an item unpaid due to insufficient funds.","issues":["fee_reversal"],"source":"https://www.bankofamerica.com/deposits/overdraft-services-faqs/","last_verified":"2026-10-12"},{"kind":"fee","claim":"There is no cost to set up Balance Connect for overdraft protection and no transfer fees when you use it.","issues":["fee_reversal"],"source":"https://www.bankofamerica.com/deposits/overdraft-services-faqs/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Restricted funds are not available until the restriction ends; if the bank closes the account it returns the balance by one of the listed methods.","evidence":["notices from Bank of America","balance when restricted","proof of identity"],"steps":[{"do":"Call and ask why the account is restricted and what the bank needs to lift it.","channel":"banking-phone"},{"do":"If the account is being closed, ask in writing how the remaining balance will be returned.","channel":"banking-mail"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"The Bank of America Deposit Agreement says funds subject to a dispute or legal process, or restricted in any way, including for suspected unauthorized activity, are not available to authorize or pay your items.","issues":["frozen_funds"],"source":"https://www.bankofamerica.com/salesservices/deposits/resources/deposit-agreements/","last_verified":"2026-10-12"},{"kind":"policy","claim":"When an account with money in it is closed, Bank of America may hold the funds for pickup, apply them to outstanding items or claims, deposit them in another of your accounts, or mail you a check at the address on file.","issues":["frozen_funds"],"source":"https://www.bankofamerica.com/salesservices/deposits/resources/deposit-agreements/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute in writing to the billing inquiries address within 60 days of the statement.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Start the dispute online or call credit card billing inquiries.","channel":"card-billing-inquiries-phone"},{"do":"Send a written notice with your name, account number, the amount and why it is wrong.","channel":"card-billing-inquiries-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"facts":[{"kind":"deadline","claim":"The BankAmericard agreement's billing rights notice says to write to Bank of America, P.O. Box 672050, Dallas, TX 75267-2050 within 60 days after the error appeared on your statement, and at least 3 business days before an automated payment to stop it.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Bank of America credit card agreements require binding arbitration administered by the American Arbitration Association whenever either party chooses it; the only exception is an individual claim in small claims court.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/BANK_OF_AMERICA_NATIONAL_ASSOCIATION/BankAmericard_English-615678.pdf","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the merchant before disputing a credit card charge; the merchant may resolve it faster.","issues":["transaction_dispute"],"source":"https://www.bankofamerica.com/customer-service/contact-us/credit-card/","last_verified":"2026-10-12"}],"known_blockers":["Online disputes need sign-in to Online or Mobile Banking.","Phone lines need the card or account number and verify the account holder."]},{"id":"bmo","name":"BMO","aliases":["bmo bank","bmo harris","bmo harris bank","bank of montreal","bmo bank na","bank of the west"],"sector":"bank","parent":"BMO Financial Group (Bank of Montreal)","website":"https://www.bmo.com/en-us/main/personal/","official_domains":["bmo.com"],"security":{"never_asks":[{"kind":"policy","claim":"BMO says it does not contact you unprompted by phone, email, text or social media to ask for sensitive details, passwords, PINs or verification codes. (Seen in a search snippet of the BMO U.S. fraud page; bmo.com does not respond to automated fetches.)","source":"https://www.bmo.com/en-us/main/personal/security-center/report-fraud/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If a call, voicemail, email, text or social media message that claims to be BMO seems suspicious, BMO says to share nothing and contact the bank using the number on the back of your card. (Seen in a search snippet of bmo.com.)","source":"https://www.bmo.com/en-us/main/personal/security-center/learning-center/impersonation-scams/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Send suspicious emails (as an attachment) or screenshots of suspicious texts to BMO, then delete them","value":"Phishing@bmo.com","purposes":["fraud"],"notes":"From a search snippet of the BMO U.S. fraud page; not read on the page itself. An older BMO business page gives bmoharris.phish@bmo.com.","source":"https://www.bmo.com/en-us/main/personal/security-center/report-fraud/","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"BMO Bank National Association (formerly BMO Harris Bank) is a national bank supervised by the OCC (FDIC BankFind cert 16571). bmo.com did not respond to automated fetches (connection closed), so every value below comes from search-engine snippets of bmo.com U.S. pages. Canadian BMO numbers do not apply to U.S. accounts. For credit cards other than those listed, call the number on the back of the card.","channels":[{"id":"customer-contact-phone","type":"phone","label":"BMO U.S. customer contact center; suspected fraud, unfamiliar transactions, lost or stolen debit or ATM card","value":"+1-888-340-2265","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the BMO U.S. fraud and debit card pages; not read on the page itself. One snippet says the line is staffed 24/7; not confirmed.","source":"https://www.bmo.com/en-us/main/personal/security-center/report-fraud/","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"Credit card customer service - BMO Platinum, Platinum Rewards, Cash Back and Boost Secured Mastercard","value":"+1-855-825-9237","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","notes":"Outside the U.S. call +1-262-780-8658. Read on BMO's credit card page in a browser.","source":"https://www.bmo.com/en-us/main/personal/credit-cards/","last_verified":"2026-10-13"},{"id":"credit-card-premium-phone","type":"phone","label":"Credit card customer service - BMO Premium Rewards and Escape Mastercard","value":"+1-855-825-9238","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://www.bmo.com/en-us/main/personal/credit-cards/","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Send suspicious emails (as an attachment) or screenshots of suspicious texts to BMO","value":"Phishing@bmo.com","purposes":["fraud"],"notes":"From a search snippet of the BMO U.S. fraud page; not read on the page itself.","source":"https://www.bmo.com/en-us/main/personal/security-center/report-fraud/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-contact-phone"},{"rung":"written_complaint","note":"No BMO U.S. complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Try the merchant (shown in the statement description), then call the number on the back of the card.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first; BMO says its details appear in the statement transaction description."},{"do":"For a credit card, call the number on the back of the card.","channel":"credit-card-phone"},{"do":"For a debit card or checking account, call the customer contact center.","channel":"customer-contact-phone"},{"do":"If BMO does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Lock the card and report it lost or stolen in BMO Digital Banking, or call.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Lock the card, report it lost or stolen and order a replacement in BMO Digital Banking, or call.","channel":"customer-contact-phone"},{"do":"For a credit card, call the number on the back of the card.","channel":"credit-card-phone"},{"do":"If BMO does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Call 1-888-340-2265 or visit a BMO branch; send phishing emails to Phishing@bmo.com.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call BMO if someone got access to your information or accounts, or visit a local BMO branch.","channel":"customer-contact-phone"},{"do":"Send the phishing email or a screenshot of the text.","channel":"phishing-email"},{"do":"Report to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]}],"known_blockers":["bmo.com did not respond to automated access, so an agent cannot read BMO help pages. Hand the browser to the person.","Phone lines verify the account holder."]},{"id":"capital-one","name":"Capital One","aliases":["capital one bank","capitalone","capital one 360","capital one na"],"sector":"bank","parent":"Capital One Financial Corporation","website":"https://www.capitalone.com","official_domains":["capitalone.com"],"security":{"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card, calling collect from outside the U.S.","value":"+1-804-934-2001","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"online-support-phone","type":"phone","label":"Credit card online account support","value":"+1-866-750-0873","purposes":["account_access"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"General help, not sure where to start (includes bank accounts)","value":"+1-877-383-4802","purposes":["fee_reversal","frozen_funds","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (includes \"Discover, by Capital One\" card accounts)","value":"+1-844-348-8660","purposes":["poor_service","fee_reversal","frozen_funds","billing_error"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Credit card disputes by mail","value":"Capital One Disputes, P.O. Box 30279, Salt Lake City, UT 84130-0279","purposes":["transaction_dispute","billing_error"],"notes":"Mail the printed dispute form here. The contact page shows the same box addressed to Capital One, Attn: Disputes.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"fraud-mail","type":"mail","label":"Report suspected credit card fraud by mail","value":"Capital One, P.O. Box 30277, Salt Lake City, UT 84130-0277","purposes":["fraud","unauthorized_charge"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-lock","type":"portal","label":"Lock a missing or stolen card","value":"https://verified.capitalone.com/auth/signin?Product=Card&Action=cardLock","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.capitalone.com/help-center/fraud-disputes/","last_verified":"2026-10-12"},{"id":"social-x","type":"social","label":"@AskCapitalOne on X","value":"https://x.com/askcapitalone","purposes":["poor_service"],"notes":"Never post account numbers publicly.","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone"},{"rung":"written_complaint","channel":"general-correspondence-mail","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant, wait until the charge posts, then dispute online, by phone or by mail, ideally within 60 days of the statement.","evidence":["receipts","tracking information","photos","messages with the merchant","statement showing the charge"],"steps":[{"do":"Contact the merchant first. Wait until the charge posts; pending transactions cannot be disputed."},{"do":"Sign in, select the transaction, choose to report a problem and answer the questions.","channel":"dispute-online"},{"do":"Or call the number on the back of the card, or mail the printed dispute form.","channel":"disputes-mail"},{"do":"Answer every evidence request by the date given. Check status in the app or website."},{"do":"If you disagree with the result, follow the appeal steps in the decision notice, then complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Capital One recommends filing a dispute as soon as you identify an issue, ideally within 60 days of the statement date; it may still help after that window.","issues":["transaction_dispute","billing_error"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"kind":"process","claim":"Capital One may give temporary credit for the disputed amount plus related fees or interest, and the dispute process may take up to 90 days.","issues":["transaction_dispute"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"kind":"process","claim":"Failure to provide evidence or information by the date requested could prevent the claim from being processed.","issues":["transaction_dispute"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Lock the card, then report the charge online or by phone.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Lock the card in the app or website.","channel":"card-lock"},{"do":"Report the charge by disputing it online or by calling the number on the back of the card.","channel":"card-services-phone"},{"do":"If Capital One does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Capital One states you are never held responsible for unauthorized charges under its $0 liability for unauthorized charges protection.","issues":["unauthorized_charge","fraud"],"source":"https://www.capitalone.com/help-center/fraud-disputes/report-fraud/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Lock the card, call the number on the back of the card, and report in writing if needed.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Lock the card.","channel":"card-lock"},{"do":"Call the number on the back of the card.","channel":"card-services-phone"},{"do":"Report suspected credit card fraud in writing.","channel":"fraud-mail"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Capital One does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Capital One 360 Checking has no overdraft fees; card fee reversals go through card customer service.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Call and ask for a reversal of the fee.","channel":"card-services-phone"},{"do":"If refused, use the feedback line, then complain to the CFPB.","channel":"feedback-phone"}],"facts":[{"kind":"policy","claim":"Capital One 360 Checking has no overdraft fees. Options are Auto-Decline, Free Savings Transfer and no-fee overdraft.","issues":["fee_reversal"],"source":"https://www.capitalone.com/bank/checking-accounts/online-checking-account/","last_verified":"2026-10-12"},{"kind":"limit","claim":"To qualify for no-fee overdraft, you must regularly deposit at least $250 during two of the previous three calendar months.","issues":["fee_reversal"],"source":"https://www.capitalone.com/bank/checking-accounts/online-checking-account/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute online or in writing; the billing rights details are on the statement's Billing Rights Summary.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Dispute online.","channel":"dispute-online"},{"do":"Send a written dispute to the disputes address.","channel":"disputes-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Capital One consumer card agreement says billing rights are explained in the Billing Rights Summary on your statement.","issues":["billing_error"],"source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-consumer-cards-in-capital-one-n.a.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."]},{"id":"chase","name":"Chase","aliases":["jpmorgan chase","jpmorgan chase bank","chase bank","jp morgan chase","chase sapphire","chase freedom"],"sector":"bank","parent":"JPMorgan Chase & Co.","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard","official_domains":["chase.com","jpmorganchase.com"],"security":{"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"card-fraud-phone","type":"phone","label":"Credit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards)","value":"+1-800-955-9060","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Chase's report-fraud page says to choose option 2. Business cards use +1-800-704-0285.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"banking-fraud-outside-us","type":"phone","label":"Personal banking fraud, calling from outside the U.S.","value":"+1-713-262-3300","purposes":["fraud"],"access":"human_only","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"},{"id":"complaints-feedback","type":"web_form","label":"Complaints and feedback","value":"https://www.chase.com/digital/resources/complaints-feedback","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"open","notes":"The page routes complaints to customer service and to an online feedback form. Chase does not publish an executive office address on it.","source":"https://www.chase.com/digital/resources/complaints-feedback","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Report phishing emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone"},{"rung":"written_complaint","channel":"billing-rights-mail","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant first, then dispute the posted charge online within 60 days of the statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant (date","name","response)"],"steps":[{"do":"Check the merchant name and your past activity with that merchant in the account."},{"do":"Contact the merchant. Write down the date, the person you spoke with and the response."},{"do":"Wait until the charge posts. Pending charges cannot be disputed."},{"do":"Sign in, find the transaction, select the arrow and follow the dispute steps.","channel":"dispute-online"},{"do":"To keep your legal billing rights, also send a written notice to the billing rights address.","channel":"billing-rights-mail"},{"do":"If Chase does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Chase says to submit a credit card dispute within 60 days of the transaction first appearing on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"process","claim":"A credit card charge must post before you can open a dispute. Pending charges generally post within 1 to 3 business days.","issues":["transaction_dispute"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"policy","claim":"While a credit card dispute is under investigation you do not have to pay the disputed amount or related interest and fees, but you must pay at least the minimum on the undisputed balance. Resolution can take up to 90 days.","issues":["transaction_dispute","billing_error"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the fraud line for the card at once, then confirm the dispute online.","evidence":["statement with the charge","date you noticed it","card status (lost","stolen","still in hand)"],"steps":[{"do":"For a credit card, call the card fraud line and ask to close the card and dispute the charges.","channel":"card-fraud-phone"},{"do":"For a debit card or checking account, call personal banking and choose the fraud option.","channel":"banking-phone"},{"do":"If you call about a debit or electronic transfer error, send the details in writing within 10 business days if Chase asks for it."},{"do":"If Chase does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"For personal deposit accounts, Chase must hear from you no later than 60 days after it sent the first statement on which the electronic transfer error appeared.","issues":["unauthorized_charge","fraud"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"For electronic transfer errors Chase decides within 10 business days, or takes up to 45 days and gives provisional credit within 10 business days. New accounts, point-of-sale and foreign transactions can take up to 90 days.","issues":["unauthorized_charge","fraud","transaction_dispute"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Under Chase's Zero Liability Protection you are not liable for unauthorized card transactions if you notify Chase promptly. It does not apply if you delay reporting for more than 60 days (30 days for business accounts).","issues":["unauthorized_charge","fraud"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Report by phone at once, forward phishing emails, and follow the identity theft kit.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call the fraud line for the account type. Ask Chase to lock the card and stop pending payments.","channel":"card-fraud-phone"},{"do":"For checking, savings or debit card fraud, call personal banking and choose option 8.","channel":"banking-phone"},{"do":"Forward suspicious emails that claim to be from Chase.","channel":"phishing-email"},{"do":"Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Chase does not act.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"For personal deposit accounts, if you report a lost or stolen card, PIN or code within two business days you can lose no more than $50; after that, up to $500 if Chase can prove it could have stopped the transactions.","issues":["fraud","unauthorized_charge"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Use the Overdraft Assist rules first. Most fees can be avoided by bringing the balance back within one business day.","evidence":["statement showing the fee","balance at end of the business day","deposit or transfer time"],"steps":[{"do":"Check whether the fee broke the Overdraft Assist rules ($50 threshold, $5 items, next-day deposit by 11 PM ET)."},{"do":"Call personal banking and ask for a refund of any fee charged against those rules, or a courtesy refund.","channel":"banking-phone"},{"do":"If refused, write through the complaints and feedback page, then complain to the CFPB.","channel":"complaints-feedback"}],"facts":[{"kind":"fee","claim":"Chase charges a $34 Overdraft Fee per transaction during nightly processing, beginning with the first transaction that overdraws the account by more than $50, with a maximum of 3 fees per business day (up to $102).","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"No overdraft fee applies to transactions of $5 or less, or if you bring the account to $50 or less overdrawn by the next business day; you have until 11 PM ET (8 PM PT) to deposit or transfer.","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"The standard overdraft practice does not apply to Chase High School Checking, Chase Secure Checking or Chase First Checking.","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Chase may restrict an account or hold funds pending investigation, and may close it at any time; ask what is needed to release the funds.","evidence":["notices from Chase","balance when restricted","account agreement","proof of identity and ownership"],"steps":[{"do":"Call personal banking and ask why the account is restricted, what Chase needs from you, and when the funds will be released.","channel":"banking-phone"},{"do":"If Chase closes the account, ask in writing how and when the remaining balance will be returned.","channel":"complaints-feedback"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"The Chase deposit account agreement lets Chase decline, freeze, reverse or delay transactions, or remove funds from the account to hold them pending investigation, for example when the account is in a legal proceeding or ownership information conflicts.","issues":["frozen_funds"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Either you or Chase may close the account at any time without prior notice. Chase may send written notice and return the balance less fees, claims and set-offs if it is greater than $1.","issues":["frozen_funds"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute online, and send a written billing-error notice to keep your legal rights.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Start the dispute online.","channel":"dispute-online"},{"do":"Send a written notice with your name, account number, the amount and why you believe it is an error.","channel":"billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"facts":[{"kind":"policy","claim":"Chase announced on January 07, 2026 that it will become the new issuer of Apple Card, with a transition expected in approximately 24 months; Apple Card users can keep using the card as normal during the transition.","source":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Chase deposit account agreement (effective 6/14/2026) requires arbitration administered by the AAA, except that either side may use small claims court.","source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You can opt out of the deposit account arbitration agreement within sixty (60) days of opening the account, only by calling 1-800-935-9935.","source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the merchant before disputing and record the date, the person and the response; Chase may ask for these details.","issues":["transaction_dispute"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."]},{"id":"chime","name":"Chime","aliases":["chime financial","chime bank","chime card","chime spotme","chime mypay","chime credit builder"],"sector":"bank","parent":"Chime Financial, Inc.","website":"https://www.chime.com","official_domains":["chime.com"],"security":{"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc","occ"],"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"member-services-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself."},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Turn off transactions in the app, contact Chime at once, and report errors within 60 days of the first statement that shows them.","evidence":["transaction date and amount","statement","date you learned of the loss or theft"],"steps":[{"do":"In the app, go to Settings > Account Settings and turn off \"Allow transactions\"."},{"do":"Contact Chime immediately through in-app chat or by phone.","channel":"in-app-chat"},{"do":"If needed, send the dispute in writing to Chime Member Services.","channel":"member-services-mail"},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Chime must hear from you no later than sixty (60) days after the date it sent the FIRST statement on which the error appeared. You can call 1-844-244-6363, use the Mobile App or write to Chime Member Services.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"process","claim":"Chime decides whether an error occurred within ten (10) business days, or may take up to forty-five (45) days if it provisionally credits your checking account within ten business days; up to ninety (90) days for new accounts, certain point-of-sale and foreign-initiated transactions.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"limit","claim":"The agreement says your liability for unauthorized Visa debit transactions on your Checking Account is $0.00. Otherwise liability is up to $50.00 if you tell Chime within two business days after learning of the loss or theft of your card, and up to $500.00 if you do not.","issues":["unauthorized_charge"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}]},{"issue":"transaction_dispute","summary":"Dispute through in-app chat or by phone, then in writing if asked; the 60-day statement deadline applies.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"For a problem with goods or services, contact the merchant first and keep proof."},{"do":"Contact Chime through in-app chat or by phone.","channel":"in-app-chat"},{"do":"Write to Chime Member Services with your name, account number, the transaction and the amount.","channel":"member-services-mail"},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Report through the app or 1-844-244-6363 only; Chime will never ask you to send money through Pay Anyone.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Contact Chime through in-app chat or by phone. Use only the number in the app or on chime.com.","channel":"support-phone"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov."},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"frozen_funds","summary":"Chime and its partner bank can freeze or close an account without notice; ask in writing what they need and when the balance will be returned.","evidence":["notices from Chime","balance when frozen","proof of identity and source of funds"],"steps":[{"do":"Contact Chime through in-app chat or by phone and ask why the account is restricted and what documents are needed.","channel":"in-app-chat"},{"do":"Send the documents and ask in writing when and how the balance will be released.","channel":"member-services-mail"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"},{"do":"You can also complain to the OCC about the partner bank named on your statement.","regulator":"occ"}],"facts":[{"kind":"policy","claim":"The agreement says Chime and/or the Bank may suspend, freeze, restrict or close your Account for any reason with or without notice, and funds may be held pending a review of the activity.","issues":["frozen_funds"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"policy","claim":"In May 2024 the CFPB found that Chime failed to refund consumers' balances within 14 days after account closure in thousands of instances, and ordered at least $1.3 million in redress and a $3.25 million penalty.","issues":["frozen_funds"],"source":"https://www.consumerfinance.gov/enforcement/actions/chime-financial-inc/","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"Close the account by calling Chime.","steps":[{"do":"Call 1-844-244-6363 to close your checking account.","channel":"support-phone"}],"facts":[{"kind":"process","claim":"The agreement says you may cancel it by calling 1-844-244-6363 to close your Checking Account.","issues":["cancel_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}]}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."]},{"id":"citi","name":"Citi","aliases":["citibank","citibank na","citicards","citi cards","citigroup","citi retail services"],"sector":"bank","parent":"Citigroup Inc.","website":"https://www.citi.com","official_domains":["citi.com"],"security":{"never_asks":[{"kind":"policy","claim":"Citi will never ask for your PIN, and no one at Citi will ever ask you to say or send it.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask for passcodes or credentials when it calls you.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi will never ask you to move or send money to resolve a fraud issue.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact you by phone, email or text, pose as Citi or a trusted merchant, and ask you to say or send your Citi PIN.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The caller ID shows a Citi number, and the caller says there is fraud on your account, tells you to move money to fix it, and pressures you to act at once. Caller ID and emails can be spoofed.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller says suspicious activity was detected on your account and asks you for the one-time code sent to your phone.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Messages invite you to join a private investment group on social media hosted by people who claim to be from Citibank.","source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report suspicious emails or phishing that claim to be from Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Citibank, N.A. is a national bank (OCC). It issues Citi-branded cards, co-brand cards (Costco, AAdvantage) and store cards (Home Depot, Macy's, Best Buy and others). Citi's contact pages need JavaScript, so per-card numbers come from the \"Contact Phone\" column of Citi's card agreements page, and banking channels from the Consumer Deposit Account Agreement (effective November 20, 2025).","channels":[{"id":"card-services-phone","type":"phone","label":"Citi credit cards, report a lost or stolen card or unauthorized use","value":"+1-800-950-5114","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","notes":"TTY 711 or other relay service. Citi's fraud page lists the same number for credit cards.","source":"https://www.citi.com/credit-cards/understanding-credit-cards/what-to-do-when-you-lose-your-credit-card","last_verified":"2026-10-12"},{"id":"citiphone-banking","type":"phone","label":"CitiPhone Banking (1-888-CITIBANK) - bank accounts, debit card lost or stolen, electronic transfer errors","value":"+1-888-248-4226","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"eft-error-mail","type":"mail","label":"Electronic fund transfer errors (bank accounts)","value":"Client Research, Citibank Client Services, P.O. Box 769014, San Antonio, Texas 78245-9014","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"lost-card-mail","type":"mail","label":"Lost or stolen Citibank Banking Card, or unauthorized transfer (bank accounts)","value":"Citibank Client Services, P.O. Box 769004, San Antonio, Texas 78245-9989","purposes":["unauthorized_charge","fraud"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"id":"spoof-email","type":"email","label":"Forward suspicious emails and texts claiming to be Citi","value":"spoof@citi.com","purposes":["fraud"],"source":"https://citicards.citi.com/cbol/fraudprevention/default.htm","last_verified":"2026-10-12"},{"id":"double-cash-phone","type":"phone","label":"Citi Double Cash Card contact phone","value":"+1-855-473-4583","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","notes":"Listed in the \"Contact Phone\" column of Citi's card agreements page. For any card, the number on the back of the card is the primary line.","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"costco-card-phone","type":"phone","label":"Costco Anywhere Visa Card by Citi contact phone","value":"+1-855-378-6467","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"strata-phone","type":"phone","label":"Citi Strata, Strata Student and Strata Premier contact phone","value":"+1-800-842-6596","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"simplicity-diamond-phone","type":"phone","label":"Citi Simplicity and Citi Diamond Preferred contact phone","value":"+1-800-823-4086","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"aadvantage-phone","type":"phone","label":"Citi / AAdvantage cards contact phone (1-888-766-CITI)","value":"+1-888-766-2484","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"home-depot-card-phone","type":"phone","label":"The Home Depot Consumer Credit Card contact phone","value":"+1-800-677-0232","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"macys-card-phone","type":"phone","label":"Macy's Credit Card contact phone","value":"+1-866-593-2543","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"best-buy-card-phone","type":"phone","label":"My Best Buy Credit Card and My Best Buy Visa contact phone","value":"+1-888-574-1301","purposes":["transaction_dispute","unauthorized_charge","billing_error","fee_reversal"],"access":"human_only","source":"https://www.citi.com/credit-cards/compare-credit-cards/CMA-PIT","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Citi online account (secure messages, disputes, request a copy of your card agreement)","value":"https://online.citi.com/US/ag/contactus","purposes":["transaction_dispute","billing_error"],"access":"login","source":"https://www.citi.com/credit-cards/sitemap","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the card arbitration provision (within 45 days of account opening)","value":"PO Box 6195, Sioux Falls, SD 57117-6195","notes":"The rejection notice must state that you reject the arbitration provision and include name, address, account number and personal signature.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone","note":"Or the number on the back of the card; per-card numbers are listed below."},{"rung":"written_complaint","note":"Write to the billing inquiries and correspondence address shown on the front of your statement."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Citi card agreements let either party choose AAA arbitration; individual claims in small claims court are not subject to arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Write to the billing inquiries address on the front of your statement within 60 days. A phone call alone does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Find the address for billing inquiries and correspondence on the front of your statement."},{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is a mistake, within 60 days after the error appeared."},{"do":"To stop an automatic payment of the disputed amount, write at least 3 business days before the payment date."},{"do":"If Citi does not answer or correct it within the legal timelines, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Citi's billing rights notice says you must notify Citi in writing within 60 days after the error appeared on your statement; if you only call, Citi is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Citi must acknowledge your letter within 30 days and, within 90 days, either correct the error or explain why the bill is correct.","issues":["billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Try the merchant, then dispute with Citi in writing at the statement's billing inquiries address.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try to resolve the problem with the merchant first and keep proof."},{"do":"Write to the billing inquiries address on your statement, or start a dispute after signing in.","channel":"online-account"},{"do":"If Citi does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"To withhold payment for a bad purchase, you must have tried in good faith to fix it with the merchant, the purchase must be over $50 and in your home state or within 100 miles of your mailing address (unless Citi mailed the ad), and you must not have fully paid for it; then write to Citi.","issues":["transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the number on the back of the card at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Citi to report a lost or stolen card or unauthorized use.","channel":"card-services-phone"},{"do":"For a Citibank debit (Banking) card, call CitiPhone Banking (24/7).","channel":"citiphone-banking"},{"do":"If Citi does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Citi card agreement says you must call Citi if a card is lost or stolen, or if you think someone has used or may use it without permission.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the line for the card type and forward scam messages to spoof@citi.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For a credit card, call Citi credit cards.","channel":"card-services-phone"},{"do":"For a debit card or bank account, call CitiPhone Banking.","channel":"citiphone-banking"},{"do":"Forward suspicious emails and texts.","channel":"spoof-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Citi does not act.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"For electronic fund transfer errors on Citibank deposit accounts, Citi must hear from you no later than sixty (60) days after it sent the first statement on which the problem appeared.","issues":["fraud","unauthorized_charge","transaction_dispute"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Citi may freeze an account in a dispute or suspected fraud, and may close it at any time; ask what proof releases the funds.","evidence":["notices from Citi","balance at freeze or closure","proof of ownership and authority over the account"],"steps":[{"do":"Call CitiPhone Banking and ask why the account is frozen and what written proof Citi needs to release it.","channel":"citiphone-banking"},{"do":"Send the requested proof, and ask in writing when and how the balance will be paid if the account is closed."},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"If ownership or authority over an account is uncertain, an agency asks for a freeze over suspected elder abuse, or Citi believes a transaction may be fraudulent or unlawful, Citi may freeze the account and refuse transactions until it receives satisfactory written proof of each person's right to the funds.","issues":["frozen_funds"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi may close a deposit account at any time with or without cause; it then remits the balance minus any amounts owed to Citi.","issues":["frozen_funds"],"source":"https://www.citi.com/content/dam/cfs/mobile/assets/JRS/popups/ao/CDAA.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"You may reject the Citi card arbitration provision by mailing a written rejection notice within 45 days of account opening.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Citi pays your share of the arbitration fee for claims of $75,000 or less that are unrelated to debt collection.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf","last_verified":"2026-10-12"}],"known_blockers":["Citi's contact, dispute and security pages render only with JavaScript; no consumer complaint channel or dispute page was confirmed.","The billing-error mailing address is printed on each statement, not in the public agreement.","Online disputes and secure messages need sign-in."]},{"id":"citizens-bank","name":"Citizens Bank","aliases":["citizens","citizens financial group","citizens bank na","citizens one","citizens access"],"sector":"bank","parent":"Citizens Financial Group, Inc.","website":"https://www.citizensbank.com","official_domains":["citizensbank.com"],"security":{"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"Citizens Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 57957). citizensbank.com returns HTTP 403 to automated fetches, so the phone numbers and policies below come from search-engine snippets of citizensbank.com pages, except the overdraft facts, which come from a Citizens investor press release. Snippets show more than one fraud number, so check the number on the card or statement.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"},{"id":"fraud-center-phone","type":"phone","label":"Fraud Customer Service Center","value":"+1-800-974-2260","purposes":["fraud","identity_theft","unauthorized_charge"],"access":"human_only","notes":"From a search snippet of the Citizens Report Fraud page; not read on the page itself.","source":"https://www.citizensbank.com/account-safeguards/how-to-report-fraud.aspx","last_verified":"2026-10-13"},{"id":"app-debit-dispute","type":"app","label":"File a debit card fraud claim in the Citizens Mobile App","value":"Citizens Mobile App > transactions > select the transaction > begin the dispute (track it under Dispute Status)","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"From a search snippet of citizensbank.com (the mobile and online banking FAQ or the debit card page; the exact page was not confirmed). Not read on the page itself.","source":"https://www.citizensbank.com/customer-service/faqs/mobile-and-online-banking.aspx","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"File a debit card claim in the app or call customer service; try the merchant first for problems with goods.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"For a debit card transaction, file the dispute in the Citizens Mobile App.","channel":"app-debit-dispute"},{"do":"Or call customer service to file a fraud claim or merchant dispute.","channel":"customer-service-phone"},{"do":"If Citizens does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Freeze the card in the app, call at once, and dispute the charges.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Freeze the debit or ATM card in the Citizens Mobile App."},{"do":"Call customer service at once to report the card and the charges.","channel":"customer-service-phone"},{"do":"If Citizens does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Call the Fraud Customer Service Center on a number you trust, never one from a message.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call the Fraud Customer Service Center, or the number on the back of your card.","channel":"fraud-center-phone"},{"do":"Report the scam to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Use Citizens Peace of Mind - cover the overdraft by 10 pm ET the next business day - and the $5 Overdraft Pass, then ask for a reversal.","evidence":["statement showing the fee","transaction amounts","deposit or transfer times"],"steps":[{"do":"Check whether the overdraft item was $5 or less, or whether you covered the overdraft by 10 pm ET the next business day."},{"do":"Call customer service and ask for the fee to be reversed.","channel":"customer-service-phone"},{"do":"If the fee breaks the stated rules and Citizens refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Citizens Peace of Mind - if you overdraw your account, you have until 10 pm ET the following business day to deposit or transfer enough funds to have the overdraft fees reversed. Citizens added it to all Citizens Checking accounts on October 1, 2021.","issues":["fee_reversal"],"source":"https://investor.citizensbank.com/about-us/newsroom/latest-news/2021/2021-10-07-133039847.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"With the $5 Overdraft Pass on checking and money market accounts, Citizens does not charge an overdraft fee when a customer overdraws with a transaction of $5 or less.","issues":["fee_reversal"],"source":"https://investor.citizensbank.com/about-us/newsroom/latest-news/2021/2021-10-07-133039847.aspx","last_verified":"2026-10-13"}]}],"known_blockers":["citizensbank.com blocks automated access (HTTP 403), so an agent cannot read Citizens help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."]},{"id":"current","name":"Current","aliases":["current bank","current app","current mobile banking","finco services","current build card","current debit card"],"sector":"bank","parent":"Finco Services, Inc.","website":"https://current.com","official_domains":["current.com"],"regulators":["cfpb","ftc","fdic"],"notes":"Current (Finco Services, Inc. dba Current) is a financial technology company, not a bank. Banking services are provided by Choice Financial Group and/or Cross River Bank, Members FDIC; the Current Visa Debit Card may be issued by either bank and the Current Build secured charge card is issued by Cross River Bank. Both partner banks are state-chartered banks that are not Federal Reserve members (FDIC BankFind certs 9423 and 58410), so the FDIC is their federal regulator. Facts below are from the Choice deposit account agreement updated June 22, 2026; Cross River customers have a separate agreement. support.current.com returns HTTP 403 to automated fetches.","channels":[{"id":"member-services-phone","type":"phone","label":"Current Member Services; lost or stolen card, unauthorized transfers, errors","value":"+1-888-851-1172","hours":"Mon-Fri 9 a.m.-6 p.m. ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","cancel_service","poor_service"],"access":"human_only","source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat in the Current Mobile App","value":"Current Mobile App > chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","cancel_service","poor_service"],"access":"login","source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"},{"id":"support-email","type":"email","label":"Current support (errors, written disputes, arbitration opt-out)","value":"support@current.com","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","poor_service"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"},{"id":"disputes-email","type":"email","label":"Request copies of the documents used in an error investigation","value":"disputes@current.com","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"},{"id":"member-services-mail","type":"mail","label":"Finco Services, Inc. dba Current (member services address)","value":"Finco Services, Inc. dba Current, 217 Centre Street #180, New York, NY 10013","purposes":["transaction_dispute","frozen_funds","poor_service"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"support-email"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"fdic","note":"The FDIC supervises Current's partner banks (Choice Financial Group, Cross River Bank), not Current itself."},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The deposit agreement has an arbitration agreement; opt out by emailing a signed notice to support@current.com within 30 days of opening the account."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call 1-888-851-1172 at once (it keeps your losses down), then confirm in writing within 10 business days if asked; report within 60 days of the first statement.","evidence":["transaction date and amount","statement","date you learned of the loss or theft"],"steps":[{"do":"Call Current Member Services right away, or chat in the app.","channel":"member-services-phone"},{"do":"If Current asks for it in writing, email support within 10 business days with your name, account number, the transfer and the amount.","channel":"support-email"},{"do":"If Current does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Current must hear from you no later than sixty (60) days after it provided the FIRST statement on which the problem or error appeared. If you tell Current orally, it may require your complaint in writing within ten (10) business days.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"Current determines whether an error occurred within ten (10) business days, or may take up to forty-five (45) days if it credits your account within ten business days; up to ninety (90) days for new accounts, point-of-sale and foreign-initiated transactions, with up to twenty (20) business days to credit a new account.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"},{"kind":"limit","claim":"If you tell Current within 2 business days after you learn of the loss or theft of your card, PIN or account number, you can lose no more than $50; Current says telephoning 1-888-851-1172 is the best way to keep losses down.","issues":["unauthorized_charge"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"}]},{"issue":"transaction_dispute","summary":"Phone or email Current about the error within 60 days of the first statement; you can ask disputes@current.com for the documents used.","evidence":["statement","receipt","record of contact with the merchant"],"steps":[{"do":"Call or email Current with your name, account number, the transaction and why you think it is wrong.","channel":"support-email"},{"do":"After the investigation, ask for copies of the documents Current relied on.","channel":"disputes-email"},{"do":"If Current does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Call Current at once if your account is compromised or a Current Pay transfer was made without your permission.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Call Current Member Services immediately.","channel":"member-services-phone"},{"do":"Report the scam to the FTC, then complain to the CFPB if Current does not act.","regulator":"cfpb"}],"facts":[{"kind":"contact","claim":"If you believe your account has been compromised or a Current Pay transfer from your account was completed without your permission, Current says to contact 1-888-851-1172 immediately.","issues":["fraud","unauthorized_charge"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"}]},{"issue":"frozen_funds","summary":"Current can restrict or close an account and hold funds until activity is verified; ask in writing what it needs.","evidence":["notices from Current","balance when restricted","documents that explain the activity"],"steps":[{"do":"Chat or call and ask why the account is restricted and what documents Current needs.","channel":"in-app-chat"},{"do":"Send the documents and ask in writing when the balance will be returned.","channel":"support-email"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"The agreement says Current may close an account at any time with or without notice; if it detects unusual, unauthorized or unlawful activity it can restrict or close the account, ask for documents, and hold funds until the nature and purpose of the activity is verified. On closure it may return the balance less fees, claims or setoffs.","issues":["frozen_funds"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"Close the account by chat or by calling Current.","steps":[{"do":"Chat in the app or call to close the account. Current will not close it while transactions are pending, the balance is negative or the account is under legal process.","channel":"member-services-phone"}],"facts":[{"kind":"process","claim":"You may request to close your Account at any time by chatting in the Mobile App or calling 888-851-1172; Current is not required to close it if transactions are pending, the account is overdrawn or it is subject to legal process.","issues":["cancel_service"],"source":"https://cdn.current.com/agreements/choice_account_agreement_06_22_2026.pdf","last_verified":"2026-10-13"}]}],"known_blockers":["Phone support is only Monday to Friday, 9 a.m. to 6 p.m. ET; outside those hours use app chat.","Current's help center (support.current.com) blocks automated access.","Current publishes no security page with phishing guidance on the pages checked."]},{"id":"discover","name":"Discover","aliases":["discover card","discover bank","discover it","discover by capital one","discover financial services"],"sector":"bank","parent":"Capital One Financial Corporation","website":"https://www.discover.com","account_url":"https://www.discover.com/login/","official_domains":["discover.com","capitalone.com"],"security":{"known_scams":[{"kind":"policy","claim":"Discover warns that scammers impersonate financial institutions, government agencies or family members to gain your trust, and that a phone number or email address that looks legitimate may not be.","source":"https://www.discover.com/credit-cards/member-benefits/security/scam-protection/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails to Discover","value":"emailwatch@discover.com","purposes":["fraud"],"source":"https://www.discover.com/credit-cards/member-benefits/security/scam-protection/","last_verified":"2026-10-12"},{"id":"phishing-compromise-phone","type":"phone","label":"Call Discover if a phishing email may have compromised your account security","value":"+1-800-347-2683","purposes":["fraud"],"source":"https://www.discover.com/credit-cards/member-benefits/security/scam-protection/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Capital One completed its acquisition of Discover Financial Services in May 2025, and Discover Bank merged into Capital One, N.A. (a national bank, OCC). Discover's site footer reads \"Discover, a division of Capital One, N.A.\" Discover says card accounts will move to Capital One throughout 2026 and early 2027; until then, keep using the Discover number on the back of the card.","channels":[{"id":"customer-service-phone","type":"phone","label":"Discover customer service (1-800-DISCOVER)","value":"+1-800-347-2683","hours":"24/7 (some specialized agents may not be available around the clock)","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","source":"https://www.discover.com/contact-us/","last_verified":"2026-10-12"},{"id":"outside-us-phone","type":"phone","label":"Discover customer service from outside the U.S.","value":"+1-224-888-7777","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.discover.com/contact-us/","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Discover account login (report a lost or stolen card, disputes)","value":"https://www.discover.com/login/","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"login","source":"https://www.discover.com/contact-us/","last_verified":"2026-10-12"},{"id":"general-inquiries-mail","type":"mail","label":"Customer service, general inquiries","value":"Capital One, PO Box 71083, Charlotte, NC 28272-1083","purposes":["poor_service","billing_error"],"notes":"Discover lists this address for general inquiries. Payment addresses depend on your address; use the one on your statement.","source":"https://www.discover.com/contact-us/","last_verified":"2026-10-12"},{"id":"capital-one-feedback-phone","type":"phone","label":"Capital One feedback and complaints line (includes \"Discover, by Capital One\" card accounts)","value":"+1-844-348-8660","purposes":["poor_service","billing_error"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"},{"id":"arbitration-claim-notice-mail","type":"mail","label":"Claim Notice before arbitration (Discover by Capital One agreement)","value":"Capital One, P.O. Box 30035, Salt Lake City, UT 84130-0035","notes":"The agreement requires a personally signed written Claim Notice at least 30 days before starting arbitration.","source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-discover-by-capital-one-n.a.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"general-inquiries-mail","note":"For billing errors use the address in the Billing Rights Summary on your statement."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","channel":"arbitration-claim-notice-mail","note":"Either side may elect AAA arbitration under the Discover by Capital One agreement; small claims court is allowed."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Report the card lost or stolen online or call 1-800-DISCOVER at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Sign in and report the card lost or stolen.","channel":"online-account"},{"do":"Or call Discover customer service (24/7).","channel":"customer-service-phone"},{"do":"If Discover does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"transaction_dispute","summary":"Contact the merchant, then dispute with Discover by phone or online, and keep the billing rights deadline on your statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first and keep proof."},{"do":"Call Discover customer service or sign in to start the dispute.","channel":"customer-service-phone"},{"do":"For a billing error, send a written notice to the address in the Billing Rights Summary on your statement."},{"do":"If Discover does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Discover by Capital One card agreement refers to the Billing Rights Summary on your statement for dispute rights.","issues":["transaction_dispute","billing_error"],"source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-discover-by-capital-one-n.a.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Discover says card accounts will move to Capital One throughout 2026 and early 2027, and cardmembers keep their Discover card and rewards.","source":"https://www.discover.com/contact-us/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Discover by Capital One card agreement lets either party elect binding AAA arbitration; either side may instead use small claims court. It does not apply to covered members under the Military Lending Act.","source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-discover-by-capital-one-n.a.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Before arbitration, a personally signed Claim Notice with name, address and account number must be sent at least 30 days before starting the proceeding.","source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-discover-by-capital-one-n.a.pdf","last_verified":"2026-10-12"}],"known_blockers":["Discover's public dispute help pages redirect to login; disputes need sign-in or a phone call.","Accounts that have moved to Capital One are governed by \"Discover by Capital One\" agreements; older Discover accounts may have different terms."]},{"id":"fifth-third","name":"Fifth Third Bank","aliases":["fifth third","53 bank","5/3 bank","fifth third bancorp","fifth third bank na"],"sector":"bank","parent":"Fifth Third Bancorp","website":"https://www.53.com","official_domains":["53.com"],"security":{"never_asks":[{"kind":"policy","claim":"Fifth Third says its employees and representatives will never ask you by phone, text or email for your password or PIN, and that your bank will never call you to ask for a one-time password or your login credentials. (Seen in a search snippet of 53.com; the page blocks automated fetches.)","source":"https://www.53.com/content/fifth-third/en/customer-service/bank-fraud-scams-faqs.html","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"A caller claims to see suspicious activity on your account, asks you to verify your identity and asks for your password out loud, then uses it to get into your account. (Seen in a search snippet of 53.com.)","source":"https://www.53.com/content/fifth-third/en/financial-insights/personal/fraud-protection/recognize-common-bank-fraud-tactics.html","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"Fifth Third Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 6672). 53.com blocks automated page fetches and returns an error page that says to contact Customer Service at 1-800-972-3030. Every other value below comes from search-engine snippets of 53.com pages and could not be read on the page itself. Snippets give different overdraft fee amounts ($35 and $37 per item) and different lost-card numbers, so those are not recorded except where noted.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service; lost or stolen cards and suspicious account activity","value":"+1-800-972-3030","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"Shown on the 53.com page itself. Search snippets say the lost or stolen card line is staffed 24/7 but give other hours for fraud calls, so hours are not recorded.","source":"https://www.53.com/content/fifth-third/en/customer-service.html","last_verified":"2026-10-13"},{"id":"disputes-phone","type":"phone","label":"Disputes Resolution Department (dispute a transaction or report fraud)","value":"+1-877-833-6197","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","notes":"From a search snippet of a 53.com customer-service FAQ page; not read on the page itself.","source":"https://www.53.com/content/fifth-third/en/customer-service/debit-card-faqs.html","last_verified":"2026-10-13"},{"id":"lost-stolen-card-phone","type":"phone","label":"Report a lost or stolen card","value":"+1-800-782-0279","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"From search snippets of the 53.com debit card page and the Fifth Third debit card agreement; not read on the page itself.","source":"https://www.53.com/content/fifth-third/en/personal-banking/bank/debit-cards.html","last_verified":"2026-10-13"},{"id":"fraud-alert-text","type":"sms","label":"Fifth Third fraud alert texts come from short code 33748","value":"33748","purposes":["fraud"],"notes":"From a search snippet of 53.com. Snippets give 1-866-442-0251 for questions about a fraud alert text; not confirmed on the page.","source":"https://www.53.com/content/fifth-third/en/customer-service/debit-card-faqs.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"Fifth Third publishes no complaint address that could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Call the Disputes Resolution Department or customer service; confirm the number on the back of your card first.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call the Disputes Resolution Department to dispute the transaction.","channel":"disputes-phone"},{"do":"If you cannot get through, call customer service.","channel":"customer-service-phone"},{"do":"If Fifth Third does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Report the card lost or stolen at once by phone, in the app or in online banking (Card Management), then dispute the charges.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call to report the card lost or stolen, or use Card Management in the Fifth Third app or online banking.","channel":"lost-stolen-card-phone"},{"do":"Dispute the unauthorized charges.","channel":"disputes-phone"},{"do":"If Fifth Third does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Hang up on callers who ask for passwords or codes and call the number on your card or 1-800-972-3030.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call customer service on a number you trust (the back of your card or 1-800-972-3030), not one a caller gives you.","channel":"customer-service-phone"},{"do":"Report fraudulent transactions to the Disputes Resolution Department.","channel":"disputes-phone"},{"do":"Report to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Use Extra Time - bring the available balance to at least $0 before midnight ET the next business day - then ask for any remaining overdraft fees to be reversed.","evidence":["statement showing the fee","available balance by date","deposit times"],"steps":[{"do":"Check whether you made a deposit in time for Extra Time and whether it covered all items, including pending ones."},{"do":"Call customer service and ask for the fee to be reversed.","channel":"customer-service-phone"},{"do":"If the fee breaks the stated rules and Fifth Third refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Extra Time gives you until midnight ET on the business day after your account is overdrawn to make a deposit that brings the available balance to at least $0 and covers all items that caused the overdraft. It does not apply to items returned unpaid. (Seen in a search snippet of 53.com; the page blocks automated fetches.)","issues":["fee_reversal"],"source":"https://www.53.com/content/fifth-third/en/personal-banking/bank/extra-time.html","last_verified":"2026-10-13"}]}],"known_blockers":["53.com blocks automated access, so an agent cannot read Fifth Third's help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."]},{"id":"goldman-sachs-marcus","name":"Goldman Sachs Bank USA (Apple Card, Marcus)","aliases":["apple card","apple savings","marcus","marcus by goldman sachs","goldman sachs bank usa","goldman sachs bank"],"sector":"bank","parent":"The Goldman Sachs Group, Inc.","website":"https://www.marcus.com","official_domains":["marcus.com","goldmansachs.com","gs.com","apple.com","applecard.apple"],"security":{"never_asks":[{"kind":"policy","claim":"Goldman Sachs and Apple will never call you to ask for sensitive personal information, including Apple Card details and passwords.","source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"},{"kind":"policy","claim":"Goldman Sachs employees will never contact you through social media.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters pose as Goldman Sachs, create fake websites, send emails or make phone calls to ask for payments, and often use real employee names.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites, apps and social media groups falsely claim to be affiliated with Goldman Sachs, offer investment advice and ask the public for money.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"report_phishing":[{"id":"impersonation-email","type":"email","label":"Report impersonation of Goldman Sachs or its employees, or phishing emails (forward them as an attachment)","value":"abuse@gs.com","purposes":["fraud"],"source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"id":"apple-card-phishing-email","type":"email","label":"Forward suspicious emails or text messages about Apple Card to Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"}]},"regulators":["cfpb","federal-reserve"],"notes":"Goldman Sachs Bank USA is a state-chartered Federal Reserve member bank. It still issues and services Apple Card (\"issued by Goldman Sachs Bank USA, Salt Lake City Branch\"). On 2026-01-07 Chase announced it will become the Apple Card issuer, with a transition expected in about 24 months; nothing changes for cardholders during the transition. marcus.com and goldmansachs.com block automated fetches, so Marcus savings and CD channels are not recorded here.","channels":[{"id":"apple-card-support-wallet","type":"app","label":"Apple Card support from the Wallet app (Apple Card Specialist at Goldman Sachs)","value":"Wallet app on iPhone, then Apple Card","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"id":"apple-card-support-web","type":"portal","label":"Apple Card Support website","value":"https://support.apple.com/apple-card","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"open","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"id":"goldman-apple-card-phone","type":"phone","label":"Goldman Sachs, Apple Card (lost or stolen card when the iPhone is also lost; U.S. territories)","value":"+1-877-255-5923","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"apple-card-support-wallet"},{"rung":"written_complaint","note":"No complaint mailing address was confirmed; use the billing rights address on your Apple Card statement for billing errors."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Lock the card in Wallet, contact an Apple Card Specialist, and request a replacement.","evidence":["transaction details from Wallet","date you noticed it","card status"],"steps":[{"do":"Lock the card before you request a replacement. Lost or stolen cards are suspended at once."},{"do":"Contact an Apple Card Specialist at Goldman Sachs through the Wallet app.","channel":"apple-card-support-wallet"},{"do":"To replace the titanium card on iPhone, open Wallet, tap Apple Card, tap More, tap Account Details, then Request Replacement Card."},{"do":"If both your iPhone and the titanium card are lost or stolen, call Goldman Sachs.","channel":"goldman-apple-card-phone"},{"do":"If the issue is not resolved, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Apple says to lock a lost or stolen Apple Card before requesting a replacement; lost or stolen cards are immediately suspended.","issues":["unauthorized_charge","fraud"],"source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Apple Card is issued by Goldman Sachs Bank USA, Salt Lake City Branch; Chase will become the issuer after a transition expected to take about 24 months, and users can keep using the card as normal during the transition.","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase announced on January 07, 2026 that it will become the new issuer of Apple Card; Mastercard remains the payment network.","source":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"}],"known_blockers":["Apple Card support is mainly through the Wallet app on the cardholder's iPhone; an agent cannot use it.","marcus.com and goldmansachs.com returned 403 to automated fetches; Marcus phone numbers, dispute and complaint channels are not recorded."]},{"id":"huntington","name":"Huntington Bank","aliases":["huntington","the huntington national bank","huntington national bank","huntington bancshares","1-800-480-bank"],"sector":"bank","parent":"Huntington Bancshares Incorporated","website":"https://www.huntington.com","official_domains":["huntington.com"],"security":{"never_asks":[{"kind":"policy","claim":"Huntington says it will never ask you for usernames, passwords or two-factor authentication numbers by phone, email or text. (Seen in a search snippet of huntington.com; the site blocks automated fetches.)","source":"https://www.huntington.com/Privacy-Security/be-aware-of-phone-phishing","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Huntington says not to use contact details given in a suspicious message, and to call a trusted number from your statement, the back of your card or the official website instead. (Seen in a search snippet of huntington.com.)","source":"https://www.huntington.com/Privacy-Security/be-aware-of-phone-phishing","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Huntington","value":"ReportFraud@huntington.com","purposes":["fraud"],"notes":"From a search snippet of the Huntington online banking security page; not read on the page itself. Huntington's privacy policy (also a snippet) gives idtheft@huntington.com for reporting suspicious requests.","source":"https://www.huntington.com/Privacy-Security/prevent/online-banking-security","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"The Huntington National Bank is a national bank supervised by the OCC (FDIC BankFind cert 6560). huntington.com returns HTTP 403 to automated fetches, so phone numbers below come from search-engine snippets of huntington.com pages. The overdraft facts come from a Huntington investor press release.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (1-800-480-BANK); lost, stolen or unauthorized debit or ATM card, disputes, suspicious emails","value":"+1-800-480-2265","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of several huntington.com pages; not read on a page itself. A privacy-policy snippet gives hours of 6:00 a.m. to midnight ET daily and another snippet gives 7:00 a.m. to 8:00 p.m. ET, so hours are not recorded.","source":"https://www.huntington.com/Personal/checking/lost-stolen-debit-card","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"Consumer and small business credit card customer service","value":"+1-800-340-4165","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error"],"access":"human_only","notes":"From a search snippet of huntington.com (most likely the How to Dispute a Charge page; the exact page was not confirmed). Not read on the page itself.","source":"https://www.huntington.com/Privacy-Security/online-dispute-forms","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Huntington","value":"ReportFraud@huntington.com","purposes":["fraud"],"notes":"From a search snippet of the Huntington online banking security page; not read on the page itself.","source":"https://www.huntington.com/Privacy-Security/prevent/online-banking-security","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"No Huntington complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Call the line for your card type with the transaction date and amount; Huntington will ask you to verify your identity.","evidence":["statement showing the charge","transaction date and amount","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"For a debit or ATM card, call customer service.","channel":"customer-service-phone"},{"do":"For a consumer or small business credit card, call credit card customer service.","channel":"credit-card-phone"},{"do":"If Huntington does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Call at once; Huntington closes the compromised debit card and issues a new one.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a debit or ATM card, call customer service to close the card and get a new one.","channel":"customer-service-phone"},{"do":"For a credit card, call credit card customer service.","channel":"credit-card-phone"},{"do":"If Huntington does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Hang up and call 1-800-480-2265 yourself; forward phishing emails to Huntington.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call customer service on a number you trust.","channel":"customer-service-phone"},{"do":"Forward the suspicious email.","channel":"phishing-email"},{"do":"Report to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Overdrafts of $50 or less have no fee, and 24-Hour Grace waives the fee if you cover the overdraft during the next business day; check both, then ask for a reversal.","evidence":["statement showing the fee","available balance by date","deposit times"],"steps":[{"do":"Check whether the overdraft was $50 or less, or whether you covered it during the next business day."},{"do":"Call customer service and ask for the fee to be reversed.","channel":"customer-service-phone"},{"do":"If the fee breaks the stated rules and Huntington refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Huntington's $50 Safety Zone means overdrafts of $50 or less on consumer accounts are not charged an overdraft fee. An account that stays negative for 60 days is closed automatically.","issues":["fee_reversal"],"source":"https://ir.huntington.com/news-presentations/press-releases/detail/112/huntington-introduces-24-hour-grace-for-business-and-a-no-overdraft-fee-50-safety-zone-for-consumers-and-businesses","last_verified":"2026-10-13"},{"kind":"policy","claim":"With 24-Hour Grace, Huntington automatically waives the overdraft fee if the customer deposits money during the next business day to cover the overdraft. It is free on consumer checking, savings and money market accounts.","issues":["fee_reversal"],"source":"https://ir.huntington.com/news-presentations/press-releases/detail/112/huntington-introduces-24-hour-grace-for-business-and-a-no-overdraft-fee-50-safety-zone-for-consumers-and-businesses","last_verified":"2026-10-13"}]}],"known_blockers":["huntington.com blocks automated access (HTTP 403), so an agent cannot read Huntington help pages or use its dispute forms. Hand the browser to the person.","Phone lines verify the account holder; Huntington may ask for your address, account number or Social Security number."]},{"id":"keybank","name":"KeyBank","aliases":["key bank","keybank na","keycorp","key.com","1-800-key2you"],"sector":"bank","parent":"KeyCorp","website":"https://www.key.com","official_domains":["key.com","keybank.com"],"security":{"never_asks":[{"kind":"policy","claim":"KeyBank says it will never ask for your username or password, or for one-time passcodes or answers to security questions, over the phone, and will not call, email or text you to ask for your full Social Security number. (Seen in a search snippet of key.com; the site blocks automated fetches.)","source":"https://www.key.com/about/security/phishing-faq.html","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get an unexpected call or text that claims to be KeyBank, KeyBank says to contact it directly through a known resource such as the number on the back of your card, not a number the caller gives you. (Seen in a search snippet of key.com.)","source":"https://www.key.com/about/security/fraud.html","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails without changing the subject line","value":"reportphish@keybank.com","purposes":["fraud"],"notes":"From a search snippet of the KeyBank phishing FAQ; not read on the page itself.","source":"https://www.key.com/about/security/phishing-faq.html","last_verified":"2026-10-13"},{"id":"online-banking-support-phone","type":"phone","label":"Online Banking Support - if you clicked a link or opened an attachment in a suspicious email","value":"+1-800-539-1539","purposes":["fraud","account_access"],"access":"human_only","notes":"From a search snippet of the KeyBank phishing FAQ; not read on the page itself.","source":"https://www.key.com/about/security/phishing-faq.html","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"KeyBank National Association is a national bank supervised by the OCC (FDIC BankFind cert 17534). key.com returns HTTP 403 to automated fetches, so phone numbers and security statements below come from search-engine snippets of key.com pages. The overdraft facts come from a KeyCorp investor press release. Dial 711 for TTY/TRS.","channels":[{"id":"client-service-phone","type":"phone","label":"Client Service (1-800-KEY2YOU); suspected fraud, lost or stolen debit and credit cards","value":"+1-800-539-2968","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From a search snippet of the KeyBank fraud page; not read on the page itself.","source":"https://www.key.com/about/security/fraud.html","last_verified":"2026-10-13"},{"id":"lost-stolen-card-phone","type":"phone","label":"Lost or stolen credit, ATM or debit card","value":"+1-800-539-9056","hours":"24 hours","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"From a search snippet of the KeyBank phone directory; not read on the page itself.","source":"https://www.key.com/about/customer-service/contactus.html","last_verified":"2026-10-13"},{"id":"fraud-client-service-phone","type":"phone","label":"KeyBank Fraud Client Service Center (confirmed fraud and identity theft)","value":"+1-800-433-0124","hours":"24 hours","purposes":["fraud","identity_theft"],"access":"human_only","notes":"From a search snippet of the KeyBank phone directory; not read on the page itself.","source":"https://www.key.com/about/customer-service/contactus.html","last_verified":"2026-10-13"},{"id":"online-banking-support-phone","type":"phone","label":"Online Banking Support","value":"+1-800-539-1539","purposes":["account_access","fraud"],"access":"human_only","notes":"From a search snippet of the KeyBank phishing FAQ; not read on the page itself.","source":"https://www.key.com/about/security/phishing-faq.html","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails without changing the subject line","value":"reportphish@keybank.com","purposes":["fraud"],"notes":"From a search snippet of the KeyBank phishing FAQ; not read on the page itself.","source":"https://www.key.com/about/security/phishing-faq.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"client-service-phone"},{"rung":"written_complaint","note":"No KeyBank complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Call Client Service to dispute the charge; try the merchant first for problems with goods.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call Client Service to dispute the transaction.","channel":"client-service-phone"},{"do":"If KeyBank does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Lock the card in online or mobile banking (Manage Card), call the 24-hour lost or stolen card line, then dispute the charges.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Lock the card in online or mobile banking under Manage Card."},{"do":"Call the lost or stolen card line.","channel":"lost-stolen-card-phone"},{"do":"If KeyBank does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Call the 24-hour Fraud Client Service Center for confirmed fraud or identity theft; forward phishing emails to reportphish@keybank.com.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call the Fraud Client Service Center.","channel":"fraud-client-service-phone"},{"do":"If you clicked a link or opened an attachment, call Online Banking Support.","channel":"online-banking-support-phone"},{"do":"Forward the phishing email.","channel":"phishing-email"},{"do":"Report to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"KeyBank charges no overdraft fee if the account is overdrawn by $20 or less at end of day (Key Coverage Zone); check this, then ask for a reversal.","evidence":["statement showing the fee","end-of-day balances"],"steps":[{"do":"Check whether the end-of-day overdrawn balance was $20 or less, and how many items were charged that day."},{"do":"Call Client Service and ask for the fee to be reversed.","channel":"client-service-phone"},{"do":"If the fee breaks the stated rules and KeyBank refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Key Coverage Zone - client accounts overdrawn by $20 or less at the end of day are not charged KeyBank overdraft fees (consumer and small business checking and savings, from September 16, 2022).","issues":["fee_reversal"],"source":"https://investor.key.com/press-releases/news-details/2022/KeyBank-Introduces-New-Key-Coverage-ZoneSM-for-Clients-to-Avoid-Overdraft-Fees/default.aspx","last_verified":"2026-10-13"},{"kind":"fee","claim":"Overdraft charges outside the Key Coverage Zone and Recurring Overdraft fees are $20; KeyBank eliminated charges for non-sufficient funds (returned items) and charges overdraft fees on at most three transactions per day. (September 2022 press release; check your account's current fee schedule.)","issues":["fee_reversal"],"source":"https://investor.key.com/press-releases/news-details/2022/KeyBank-Introduces-New-Key-Coverage-ZoneSM-for-Clients-to-Avoid-Overdraft-Fees/default.aspx","last_verified":"2026-10-13"}]}],"known_blockers":["key.com blocks automated access (HTTP 403), so an agent cannot read KeyBank help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."]},{"id":"m-and-t-bank","name":"M&T Bank","aliases":["m&t","m and t bank","mtb","manufacturers and traders trust company","m&t bank corporation"],"sector":"bank","parent":"M&T Bank Corporation","website":"https://www.mtb.com","official_domains":["mtb.com"],"security":{"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"regulators":["cfpb","federal-reserve"],"notes":"M&T Bank's bank is Manufacturers and Traders Trust Company, a New York state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 588, regulator FED). On the M&T fraud FAQ page the displayed number 1-800-724-2440 has a tel: link to 1-800-790-9130; use the displayed number.","channels":[{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"id":"lost-stolen-card-phone","type":"phone","label":"Report a lost or stolen M&T debit or credit card","value":"+1-800-724-1552","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"Replace a card (credit card customers)","value":"+1-866-279-0888","purposes":["unauthorized_charge"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"business-phone","type":"phone","label":"Replace a card (business banking customers)","value":"+1-800-724-6070","purposes":["unauthorized_charge"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"online-lost-card","type":"app","label":"Report a lost or stolen card in Online Banking or the M&T Mobile App","value":"Online Banking > Services Menu > Report a Lost or Stolen Card (app - Card Services > Report a Lost or Stolen Card)","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"telephone-banking-phone"},{"rung":"written_complaint","channel":"card-error-mail","note":"For debit card errors. M&T publishes no general complaint address."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"federal-reserve"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Report a debit card error right away by phone or in writing; M&T may give provisional credit in as little as 2 hours or up to 10 business days.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"Call the Telephone Banking Center and report the error.","channel":"telephone-banking-phone"},{"do":"Or write to the error address with your name, account number, the transaction and the amount.","channel":"card-error-mail"},{"do":"If M&T does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you think there is an error with a debit card transaction, M&T says to report it right away at 1-800-724-2440 or by writing to Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"},{"kind":"process","claim":"M&T says it may provide a provisional credit as soon as 2 hours, but it could take up to 10 business days.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Report the card lost or stolen at once (24/7 by phone, Online Banking or app); locking the card is not the same as reporting it.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the lost or stolen card line, or report it in Online Banking or the app.","channel":"lost-stolen-card-phone"},{"do":"Report the unauthorized charges to the Telephone Banking Center.","channel":"telephone-banking-phone"},{"do":"If M&T does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"M&T will disable your old card and issue a new one right away when you report it lost or stolen.","issues":["unauthorized_charge"],"source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Call 1-800-724-2440 (24/7 for fraud) and forward phishing emails to phishing@mtb.com.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call M&T about fraud or identity theft on your M&T accounts.","channel":"telephone-banking-phone"},{"do":"Forward phishing emails to M&T.","channel":"phishing-email"},{"do":"Report to the FTC or the FBI's IC3, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}],"facts":[{"kind":"contact","claim":"M&T says to notify it immediately at 1-800-724-2440 (24 hours a day, 7 days a week) if you believe you have been a victim of fraud related to your M&T accounts.","issues":["fraud"],"source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-and-protect-against-card-fraud","last_verified":"2026-10-13"}]},{"issue":"fee_reversal","summary":"M&T charges at most one $15 overdraft fee per day; check the exceptions, then ask for a reversal.","evidence":["statement showing the fee","transaction amounts","whether you opted in to debit card overdraft"],"steps":[{"do":"Check the exceptions - items under $5, a second fee on the same business day, or ATM and everyday debit card overdrafts you did not opt in to."},{"do":"Call the Telephone Banking Center and ask for the fee to be reversed.","channel":"telephone-banking-phone"},{"do":"If the fee breaks the stated rules and M&T refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"M&T charges an overdraft fee of $15 per day (maximum of one fee per day) on personal checking, even if several transactions overdraw the account.","issues":["fee_reversal"],"source":"https://www.mtb.com/personal/checking-accounts/understanding-overdrafts","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T does not charge the overdraft fee if the item is less than $5, if the account was already charged an overdraft fee that business day, or if the overdraft came from an ATM or everyday debit card transaction you did not opt in to. A declined NSF transaction has no fee.","issues":["fee_reversal"],"source":"https://www.mtb.com/personal/checking-accounts/understanding-overdrafts","last_verified":"2026-10-13"}]}],"known_blockers":["Phone lines verify the account holder.","M&T publishes no general complaint mailing address or online complaint form on the pages checked."]},{"id":"pnc","name":"PNC Bank","aliases":["pnc","pnc financial","pnc virtual wallet","pnc bank na"],"sector":"bank","parent":"The PNC Financial Services Group, Inc.","website":"https://www.pnc.com","official_domains":["pnc.com"],"security":{"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"PNC Bank, National Association is a national bank (OCC).","channels":[{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Personal deposit accounts, international collect","value":"+1-412-803-7711","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Personal credit cards, international collect","value":"+1-412-803-7787","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"disclosed-info-phone","type":"phone","label":"Responded to possible fraud or disclosed personal information","value":"+1-800-762-2035","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"id":"debit-dispute-online","type":"portal","label":"Dispute a debit card or checking transaction in Online Banking","value":"https://www.pnc.com/en/customer-service/card-management.html","purposes":["transaction_dispute","unauthorized_charge"],"access":"login","notes":"Sign on to Online Banking, select Help, then Manage Accounts, then Dispute a Transaction under Checking and Savings. Credit card disputes are by phone or at a branch.","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"branch","type":"in_person","label":"PNC branch (credit card disputes, lost or stolen cards)","value":"https://locator.pnc.com/en/search","purposes":["transaction_dispute","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"banking-phone"},{"rung":"written_complaint","channel":"card-billing-rights-mail","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant first. Dispute debit transactions in Online Banking; dispute credit card transactions by phone or at a branch.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first; PNC says this can sometimes give a quicker result."},{"do":"For a debit card, sign on to Online Banking, select Help, Manage Accounts, then Dispute a Transaction.","channel":"debit-dispute-online"},{"do":"For a credit card, call PNC credit card services or go to a branch.","channel":"card-services-phone"},{"do":"If PNC does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"PNC says you can dispute a credit card transaction by calling PNC or going to your local branch.","issues":["transaction_dispute"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call PNC immediately and report the card lost or stolen in the app or Online Banking.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call PNC at once.","channel":"card-services-phone"},{"do":"In the mobile app, go to More, Cards, View Card Details, Replace Card, then choose that the card was lost or stolen. In Online Banking, go to Cards, Card Actions, Report Card Lost or Stolen."},{"do":"If PNC does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"PNC says that if you think someone has used your card without your permission, call PNC immediately at 1-800-558-8472.","issues":["unauthorized_charge","fraud"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud victim line and report phishing to abuse@pnc.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call 1-888-PNC-BANK and say you are a fraud victim. For identity theft, ask for the PNC Victims Assistance Program.","channel":"banking-phone"},{"do":"If you responded to a possible scam or disclosed personal information, call the disclosure line.","channel":"disclosed-info-phone"},{"do":"Forward suspicious emails, or screenshots of texts.","channel":"phishing-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if PNC does not act.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"PNC states that neither PNC nor Zelle offers purchase protection for payments made with Zelle.","issues":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Check the Low Cash Mode rules for Virtual Wallet, then ask for a reversal.","evidence":["statement showing the fee","balance history","deposit times"],"steps":[{"do":"For Virtual Wallet, check whether you were given at least 24 hours to bring the Spend balance to $0 before the fee."},{"do":"Call and ask for a reversal.","channel":"banking-phone"},{"do":"Complain to the CFPB if the fee breaks the account terms.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"With Low Cash Mode on Virtual Wallet, PNC charges a maximum of one $36 overdraft item fee per day and a $0 non-sufficient funds fee.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/low-cash-mode.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Low Cash Mode gives at least 24 hours to bring the available Spend account balance to at least $0 before overdraft fees are charged.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/low-cash-mode.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC states that no consumer accounts charge a non-sufficient funds (NSF) fee.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/overdraft-solutions.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Write to PNC's billing rights address within 60 days of the statement; a call alone does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"card-billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The PNC credit card billing rights notice says to write within 60 days after the error appeared on your statement; if you only call, PNC is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the merchant before disputing; PNC says this can sometimes lead to a quicker resolution.","issues":["transaction_dispute"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."]},{"id":"regions","name":"Regions Bank","aliases":["regions","regions financial","regions financial corporation","regions bank checking","1-800-regions"],"sector":"bank","parent":"Regions Financial Corporation","website":"https://www.regions.com","official_domains":["regions.com"],"security":{"never_asks":[{"kind":"policy","claim":"Regions says it will never call you to ask for one-time codes, usernames, passwords or PINs.","source":"https://www.regions.com/help/what-is-phishing-and-how-should-i-report-it","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails are made to look like Regions communications and try to get your personal or financial information. Smishing is the same scam by text message, and spoof websites are fake sites made to collect your information.","source":"https://www.regions.com/help/report-fraud","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Regions, then delete them","value":"phishing@regions.com","purposes":["fraud"],"source":"https://www.regions.com/help/what-is-phishing-and-how-should-i-report-it","last_verified":"2026-10-13"},{"id":"phishing-responded-phone","type":"phone","label":"If you responded to a suspicious message and think your information is at risk (1-800-REGIONS)","value":"+1-800-734-4667","purposes":["fraud"],"access":"human_only","source":"https://www.regions.com/help/what-is-phishing-and-how-should-i-report-it","last_verified":"2026-10-13"}]},"regulators":["cfpb","federal-reserve"],"notes":"Regions Bank is an Alabama state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 12368, regulator FED), so its federal bank regulator is the Federal Reserve. The Regions contact page lists no hours and no complaint mailing address.","channels":[{"id":"customer-service-phone","type":"phone","label":"Regions Green Line Customer Service Center (1-800-REGIONS); lost or stolen cards, identity theft, debit and ATM disputes, unauthorized checks","value":"+1-800-734-4667","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.regions.com/help/contact-us-by-phone","last_verified":"2026-10-13"},{"id":"debit-card-phone","type":"phone","label":"Visa Debit Card Customer Service; lost or stolen Regions debit card","value":"+1-800-295-8472","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.regions.com/help/contact-us-by-phone","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"Regions Credit Card Customer Service; lost or stolen credit card and credit card disputes","value":"+1-800-253-2265","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error"],"access":"human_only","source":"https://www.regions.com/help/products-services/credit-cards/account-services/how-do-i-report-my-lost-or-stolen-credit-card","last_verified":"2026-10-13"},{"id":"online-banking-support-phone","type":"phone","label":"Online Banking Support","value":"+1-800-472-2265","purposes":["account_access"],"access":"human_only","source":"https://www.regions.com/help/contact-us-by-phone","last_verified":"2026-10-13"},{"id":"online-debit-dispute","type":"app","label":"Dispute a debit, ATM or prepaid Now Card transaction online","value":"Regions Online Banking > Customer Service tab > Dispute a Card Transaction (or in the mobile app ask Reggie \"Dispute a transaction\")","purposes":["transaction_dispute","unauthorized_charge"],"access":"login","notes":"Regions says ATM card and credit card claims cannot be filed through Online Banking. Only posted transactions can be disputed.","source":"https://www.regions.com/help/dispute-a-transaction","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Regions, then delete them","value":"phishing@regions.com","purposes":["fraud"],"source":"https://www.regions.com/help/what-is-phishing-and-how-should-i-report-it","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"For credit card billing errors, write to the billing error address on the back of your Regions statement. Regions publishes no general complaint address."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"federal-reserve"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Try the merchant first, then dispute a posted debit transaction online or by phone; credit card disputes go by phone or to the billing error address on your statement.","evidence":["statement showing the posted charge","receipts or invoices","record of contact with the merchant"],"steps":[{"do":"For a problem with goods or services, contact the merchant first and keep proof."},{"do":"For a debit, ATM or Now Card transaction, file the dispute in Online Banking or the app, or call customer service.","channel":"online-debit-dispute"},{"do":"Or call the Green Line or visit a branch.","channel":"customer-service-phone"},{"do":"For a credit card, call credit card customer service, or write to the billing error address on the back of your statement.","channel":"credit-card-phone"},{"do":"If Regions does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Regions accepts disputes only for posted transactions; pending charges generally must post before you can dispute them.","issues":["transaction_dispute"],"source":"https://www.regions.com/help/dispute-a-transaction","last_verified":"2026-10-13"},{"kind":"process","claim":"Regions says ATM card and credit card transaction claims cannot be filed through Regions Online Banking. Credit card disputes can be made by phone at 1-800-253-2265, at a branch, or by mail to the billing error address on the back of the statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.regions.com/help/dispute-a-transaction","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Report the card lost or stolen at once by phone, branch, Online Banking or the app, then dispute the posted charges.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a debit card, call the lost or stolen debit card line.","channel":"debit-card-phone"},{"do":"For a credit card, call credit card customer service.","channel":"credit-card-phone"},{"do":"Dispute posted debit card charges online or by phone.","channel":"online-debit-dispute"},{"do":"If Regions does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Regions says to report a lost or stolen card immediately by calling 1-800-REGIONS, or through a branch, Online Banking or the mobile app.","issues":["unauthorized_charge","fraud"],"source":"https://www.regions.com/help/report-fraud","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Call 1-800-REGIONS for identity theft or if you gave out codes or passwords; forward phishing emails to phishing@regions.com.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"If an account was opened in your name or compromised, call a Regions banker.","channel":"customer-service-phone"},{"do":"Forward phishing emails to Regions and delete them.","channel":"phishing-email"},{"do":"Report identity theft to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you gave out one-time codes, usernames, passwords or PINs in reply to a suspicious message, Regions says to call 1-800-REGIONS (1-800-734-4667) right away.","issues":["fraud"],"source":"https://www.regions.com/help/what-is-phishing-and-how-should-i-report-it","last_verified":"2026-10-13"}]},{"issue":"fee_reversal","summary":"Check the $5 rule and the Overdraft Grace deadline (8 p.m. Central the next business day), then ask for a reversal.","evidence":["statement showing the fee","available balance by date","deposit times"],"steps":[{"do":"Check whether the overdraft was $5 or less after end-of-day processing, or whether you restored the balance by the Overdraft Grace deadline."},{"do":"Call customer service and ask for the fee to be reversed.","channel":"customer-service-phone"},{"do":"If the fee breaks the stated rules and Regions refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"The Paid Overdraft Item fee is $36 per item, with no more than three Paid Overdraft Item fees per day for personal and small business accounts.","issues":["fee_reversal"],"source":"https://www.regions.com/help/products-services/checking-accounts/overdraft-services/what-are-the-fees-for-overdrafts","last_verified":"2026-10-13"},{"kind":"policy","claim":"Regions does not charge a Paid Overdraft Item fee for items that post on a day when the available balance is overdrawn by $5 or less after end-of-day processing, and charges nothing when an item is returned for insufficient funds.","issues":["fee_reversal"],"source":"https://www.regions.com/help/products-services/checking-accounts/overdraft-services/what-are-the-fees-for-overdrafts","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Overdraft Grace - if your account is overdrawn by more than $5, you have until 8 p.m. Central Time the next business day to add funds; if the balance is then positive or overdrawn by no more than $5 after nightly processing, no overdraft fee is charged. Money Market, Now Checking and SafeGuard Checking accounts are not eligible.","issues":["fee_reversal"],"source":"https://www.regions.com/personal-banking/overdraft-grace","last_verified":"2026-10-13"}]},{"issue":"account_access","summary":"Call Online Banking Support for sign-in problems.","steps":[{"do":"Call Online Banking Support.","channel":"online-banking-support-phone"},{"do":"If you think someone else got into your account, call 1-800-REGIONS at once.","channel":"customer-service-phone"}]}],"known_blockers":["Phone lines verify the account holder.","Regions says issues not resolved by phone may require a branch visit.","Online dispute filing needs an Online Banking sign-in and does not cover ATM or credit card claims."]},{"id":"santander-bank","name":"Santander Bank","aliases":["santander","santander bank na","santander us","santander bank n.a.","sovereign bank"],"sector":"bank","parent":"Santander Holdings USA, Inc.","website":"https://www.santanderbank.com","official_domains":["santanderbank.com","santander.us"],"security":{"never_asks":[{"kind":"policy","claim":"Santander says it will never ask you to provide confidential information by text or email, or to read back a one-time passcode.","source":"https://www.santanderbank.com/personal/security-center/what-we-do","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Santander warns about unsolicited texts or emails that ask for personal information, and phone calls that ask you to read back a one-time passcode or give your PIN.","source":"https://www.santanderbank.com/personal/security-center/what-we-do","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from Santander","value":"reportabuse@santander.us","purposes":["fraud"],"source":"https://www.santanderbank.com/personal/security-center/what-we-do","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"Santander Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 29950). Santander's contact pages could not be loaded; the phone numbers below come from its security and dispute pages. Search snippets of older Santander FAQ pages give other numbers and hours that were not confirmed.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service Center Advisor (unauthorized debit card or ATM transactions)","value":"+1-877-768-2265","purposes":["unauthorized_charge","transaction_dispute","fraud","fee_reversal","frozen_funds","poor_service"],"access":"human_only","source":"https://www.santanderbank.com/personal/resources/digital-banking/unauthorized-debit-card-or-atm-transaction","last_verified":"2026-10-13"},{"id":"unauthorized-activity-phone","type":"phone","label":"Unauthorized activity on any Santander account; credit card unauthorized transactions","value":"+1-888-728-1222","purposes":["unauthorized_charge","fraud","transaction_dispute","billing_error"],"access":"human_only","source":"https://www.santanderbank.com/personal/security-center/what-we-do","last_verified":"2026-10-13"},{"id":"fraud-victim-phone","type":"phone","label":"If you think you are a victim of fraud","value":"+1-877-906-7500","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.santanderbank.com/personal/security-center/what-you-can-do-to-prevent-fraud/","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from Santander","value":"reportabuse@santander.us","purposes":["fraud"],"source":"https://www.santanderbank.com/personal/security-center/what-we-do","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"For a credit card billing error, send a written notice within 60 days of the statement date. Santander publishes no general complaint address on the pages checked."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Call at once about an unauthorized transaction; for a credit card billing error, also send a written notice within 60 days of the statement date.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try to resolve problems with goods or services with the seller first and keep proof."},{"do":"For a debit card or ATM transaction, call a Customer Service Center Advisor.","channel":"customer-service-phone"},{"do":"For a credit card charge, call the unauthorized activity line and send a written notice within 60 days of the statement date.","channel":"unauthorized-activity-phone"},{"do":"If you get no answer or the dispute is denied without reason, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Santander's credit card dispute guide says consumers can dispute billing errors by submitting a written notice within 60 days of the statement date, and can dispute bad service or services not rendered within 60 days of the statement date if the seller does not fix it.","issues":["transaction_dispute","billing_error"],"source":"https://www.santanderbank.com/personal/resources/credit-card/how-to-dispute-credit-card-charge","last_verified":"2026-10-13"},{"kind":"process","claim":"Santander's guide says the issuer has one month to acknowledge a credit card dispute and must resolve it within 90 days (two billing cycles). You do not have to pay the disputed amount while it is investigated, but the issuer may temporarily lower your credit limit by that amount.","issues":["transaction_dispute","billing_error"],"source":"https://www.santanderbank.com/personal/resources/credit-card/how-to-dispute-credit-card-charge","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Call at once; Santander gives separate lines for debit and ATM transactions and for unauthorized activity on any account.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For an unauthorized debit card or ATM transaction, call a Customer Service Center Advisor immediately.","channel":"customer-service-phone"},{"do":"For unauthorized activity on a credit card or any other Santander account, call the unauthorized activity line.","channel":"unauthorized-activity-phone"},{"do":"If Santander does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Call the fraud victim line and forward phishing emails to reportabuse@santander.us.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call Santander if you think you are a victim of fraud.","channel":"fraud-victim-phone"},{"do":"Forward suspicious emails to Santander.","channel":"phishing-email"},{"do":"Report to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Santander charges no overdraft fee unless the account is overdrawn by more than $100; check the rules, then ask for a reversal.","evidence":["statement showing the fee","end-of-day balances","deposit times"],"steps":[{"do":"Check whether the account was overdrawn by more than $100 when the item was paid, and how many fees were charged that business day."},{"do":"Call customer service and ask for the fee to be reversed.","channel":"customer-service-phone"},{"do":"If the fee breaks the stated rules and Santander refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"The Item Paid overdraft fee is $15, charged when a paid item overdraws the account by more than $100. A maximum of three Item Paid fees may be charged per business day.","issues":["fee_reversal"],"source":"https://www.santanderbank.com/personal/banking/overdrafts/fees","last_verified":"2026-10-13"},{"kind":"fee","claim":"There is no fee when an item is returned unpaid, and any Item Paid fee already charged for that item is refunded. A $15 sustained overdraft fee applies on the sixth business day if the account stays overdrawn for five consecutive business days and the first day's overdrawn balance was more than $100.","issues":["fee_reversal"],"source":"https://www.santanderbank.com/personal/banking/overdrafts/fees","last_verified":"2026-10-13"}]}],"known_blockers":["Phone lines verify the account holder.","Santander's contact page and help-center answers could not be loaded; hours are not recorded."]},{"id":"sofi","name":"SoFi","aliases":["sofi bank","sofi bank na","social finance","sofi technologies","sofi checking and savings","sofi money","sofi credit card"],"sector":"bank","parent":"SoFi Technologies, Inc.","website":"https://www.sofi.com","official_domains":["sofi.com","sofi.org"],"security":{"never_asks":[{"kind":"policy","claim":"SoFi says it will never ask you for your password, one-time password (OTP) or Social Security number.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"SoFi says it will never reach out to you unless you reach out to it first, and that legitimate SoFi representatives use email addresses ending in @sofi.com or @sofi.org.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as fake SoFi offices such as \"SoFi India\" or \"SoFi China\", run fake social media accounts with extra numbers or words like bonus, giveaway, sweepstakes or agent, and use fake websites or apps priced in rupees or yuan.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages impersonate SoFi CEO Anthony Noto; SoFi says he never texts or privately messages people on social media.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"customer-support-phone","type":"phone","label":"Report impersonation to SoFi Customer Support (do not give personal information to the impersonator)","value":"+1-855-456-7634","purposes":["fraud"],"access":"human_only","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"SoFi Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 26881). SoFi's contact and fraud pages render with JavaScript and show no phone numbers to automated fetches; numbers below come from SoFi help-center articles and its scam-warning page.","channels":[{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"},{"id":"online-debit-dispute","type":"app","label":"Dispute a SoFi debit card charge online","value":"sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Online disputes cover up to five posted transactions you did not make, from the last 92 calendar days. Otherwise use chat.","source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"},{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"chat"},{"rung":"frontline","channel":"customer-support-phone"},{"rung":"written_complaint","channel":"complaints-email"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Report the debit card charge online with Report an issue (posted, up to 5 transactions, last 92 days) or by chat; SoFi deactivates the card and sends a new one.","evidence":["transaction date and amount","whether you still have the card","who has access to the card or PIN"],"steps":[{"do":"File the dispute online under Report an issue.","channel":"online-debit-dispute"},{"do":"If the option does not appear, or the charge is older or pending, chat with SoFi.","channel":"chat"},{"do":"For a SoFi Credit Card, call the credit card line.","channel":"credit-card-phone"},{"do":"If SoFi does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"The online debit card dispute form covers transactions you did not make that have posted, five or fewer at a time, from within the last 92 calendar days.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"},{"kind":"process","claim":"If you report a debit card transaction as fraudulent, SoFi deactivates the Checking and Savings debit card and number and orders a new card.","issues":["unauthorized_charge","fraud"],"source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"}]},{"issue":"transaction_dispute","summary":"Debit card disputes go online or through chat; SoFi Credit Card disputes go by phone to 844-945-7634.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"For goods or services problems, contact the merchant first and keep proof."},{"do":"For a debit card charge, use Report an issue or chat.","channel":"online-debit-dispute"},{"do":"For a SoFi Credit Card charge, call and speak with a representative.","channel":"credit-card-phone"},{"do":"If SoFi does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Contact SoFi through chat or 855-456-7634 only after you start the contact; SoFi says it never reaches out first.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Do not give personal information to anyone who contacts you claiming to be SoFi."},{"do":"Call SoFi customer support or use chat.","channel":"customer-support-phone"},{"do":"For a SoFi Credit Card, call the credit card line to report it lost or stolen.","channel":"credit-card-phone"},{"do":"Report to the FTC, then complain to the CFPB if SoFi does not act.","regulator":"cfpb"}]}],"known_blockers":["SoFi chat and online disputes need the member's sign-in.","SoFi's website pages render with JavaScript; agents may not see contact details without a browser."]},{"id":"synchrony","name":"Synchrony","aliases":["synchrony bank","synchrony financial","carecredit","care credit","mysynchrony"],"sector":"bank","parent":"Synchrony Financial","website":"https://www.synchrony.com","official_domains":["synchrony.com","synchronybank.com","mysynchrony.com","syf.com","carecredit.com"],"security":{"never_asks":[{"kind":"policy","claim":"Synchrony will never email you with a request for information. If an email asks you to provide private information, do not provide it.","source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that appear to come from Synchrony warn of unauthorized access or suspicious charges, threaten to suspend or deactivate the account, offer rewards for completing a survey, or announce changes to online services.","source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-phone","type":"phone","label":"Report a phishing scam that uses Synchrony Bank's name","value":"+1-866-226-5638","purposes":["fraud"],"notes":"The same article says that Synchrony Bank emails with links that do not come from customer.service@mail.synchronybank.com or consumerbanking@e.synchronybank.com may be phishing.","source":"https://www.synchrony.com/blog/banking/how-to-avoid-phishing","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Synchrony Bank is a federal savings association (OCC). It issues store and co-brand credit cards for many retailers, CareCredit health cards and Pay Later products, and offers Synchrony Bank savings. Each store card has its own service number on the back of the card.","channels":[{"id":"general-phone","type":"phone","label":"General line (not sure which department)","value":"+1-866-419-4096","purposes":["poor_service","transaction_dispute","billing_error"],"access":"human_only","source":"https://www.synchrony.com/help/contact-us","last_verified":"2026-10-12"},{"id":"fraud-report-phone","type":"phone","label":"Report suspected fraud or identity theft","value":"+1-866-834-3205","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"},{"id":"fraud-case-phone","type":"phone","label":"Existing fraud case","value":"+1-866-412-7866","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"},{"id":"carecredit-phone","type":"phone","label":"CareCredit, manage your account","value":"+1-866-893-7864","purposes":["transaction_dispute","billing_error","unauthorized_charge","fee_reversal"],"access":"human_only","source":"https://www.synchrony.com/help/contact-us","last_verified":"2026-10-12"},{"id":"savings-phone","type":"phone","label":"Synchrony Bank savings, CDs and IRAs","value":"+1-866-226-5638","hours":"Bankers Mon-Fri 8:00 a.m. to 10:00 p.m. ET, Sat-Sun 8:00 a.m. to 5:00 p.m. ET; automated service 24/7","purposes":["fraud","frozen_funds","fee_reversal"],"access":"human_only","source":"https://www.synchrony.com/contact-us","last_verified":"2026-10-12"},{"id":"savings-international-phone","type":"phone","label":"Synchrony Bank, international customers","value":"+1-937-534-3624","purposes":["fraud","frozen_funds"],"access":"human_only","source":"https://www.synchrony.com/contact-us","last_verified":"2026-10-12"},{"id":"savings-mail","type":"mail","label":"Synchrony Bank (savings) regular mail, including returned forms","value":"Synchrony Bank, P.O. Box 669802, Dallas, TX 75266-0955","purposes":["frozen_funds","poor_service"],"source":"https://www.synchrony.com/contact-us","last_verified":"2026-10-12"},{"id":"pay-in-4-phone","type":"phone","label":"Synchrony Pay Later, Pay in 4","value":"+1-855-945-3576","purposes":["transaction_dispute","billing_error"],"access":"human_only","source":"https://www.synchrony.com/help/contact-us","last_verified":"2026-10-12"},{"id":"pay-monthly-phone","type":"phone","label":"Synchrony Pay Later, Pay in Monthly","value":"+1-844-373-4960","purposes":["transaction_dispute","billing_error"],"access":"human_only","source":"https://www.synchrony.com/help/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"general-phone","note":"Or the number on the back of the store card."},{"rung":"written_complaint","note":"Card customers can send a secure message after signing in. For billing errors, write to the address in the billing rights section of your statement."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"fraud","summary":"Call the fraud line, then return the Fraud Investigation Form Synchrony mails you.","evidence":["list of transactions you did and did not make (merchant","date","amount)","police report","FTC identity theft report"],"steps":[{"do":"Call Synchrony to report the fraud. A team member helps gather information to open a claim.","channel":"fraud-report-phone"},{"do":"List which transactions you made and which you did not, with merchant name, date and amount."},{"do":"Watch for the Fraud Investigation Form (about two weeks). Mark each transaction, sign it and return it as its instructions say."},{"do":"For questions on an open claim, call the existing fraud case line.","channel":"fraud-case-phone"},{"do":"Place a fraud alert with the credit bureaus, file a police report, and report identity theft to the FTC. Complain to the CFPB if Synchrony does not act.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Synchrony mails a Fraud Investigation Form, usually within about two weeks; failure to return it may affect your claim.","issues":["fraud","unauthorized_charge"],"source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"},{"kind":"process","claim":"Fraud claims typically take about 60 days, and up to 90 days in some cases. A temporary credit is applied to the account pending the outcome.","issues":["fraud","unauthorized_charge"],"source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"},{"kind":"policy","claim":"You are still responsible for payment on any non-fraudulent transactions you made.","issues":["fraud","unauthorized_charge"],"source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report it as fraud by phone and follow the Fraud Investigation Form process.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the fraud line.","channel":"fraud-report-phone"},{"do":"Return the signed Fraud Investigation Form when it arrives."},{"do":"If Synchrony does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"transaction_dispute","summary":"Contact the merchant, then dispute through the card's service number or a secure message in the online account.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call the number on the back of the card, or sign in and send a secure message.","channel":"general-phone"},{"do":"For a billing error, also write to the billing rights address on your statement within 60 days."},{"do":"If Synchrony does not resolve it, complain to the CFPB.","regulator":"cfpb"}]}],"tips":[{"kind":"official","text":"Synchrony says it will never email you with a request for information.","issues":["fraud"],"source":"https://www.synchrony.com/legal/fraud-protection","last_verified":"2026-10-12"}],"known_blockers":["Most store cards have their own service number; use the one on the back of the card.","Synchrony's contact pages list no dispute page, complaint form or complaint mailing address; disputes go by phone or secure message after sign-in."]},{"id":"td-bank","name":"TD Bank","aliases":["td bank na","td bank us","td bank n a"],"sector":"bank","website":"https://www.td.com/us/en/personal-banking","account_url":"https://onlinebanking.tdbank.com/","official_domains":["td.com","tdbank.com"],"security":{"never_asks":[{"kind":"policy","claim":"TD Bank will never ask you to confirm your account number, PIN, password or any other personal information by email, text or voice call.","source":"https://www.td.com/us/en/personal-banking/security-center","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails often use the name and logo of a legitimate company to get you to click a link and give account details. Scam texts (SMShing) and calls (vishing) urge you to confirm sensitive account information or to call a number and give it.","source":"https://www.td.com/us/en/personal-banking/security-center/scam-phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails","value":"phishing@td.com","purposes":["fraud"],"source":"https://www.td.com/us/en/personal-banking/security-center/scam-phishing","last_verified":"2026-10-12"},{"id":"phishing-phone","type":"phone","label":"Report a fraudulent email, text or call, or confidential information you disclosed","value":"+1-800-893-8554","purposes":["fraud"],"hours":"24/7","access":"human_only","source":"https://www.td.com/us/en/personal-banking/security-center","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"TD Bank, N.A. is a national bank (OCC).","channels":[{"id":"general-phone","type":"phone","label":"General assistance; lost or stolen TD Bank ATM or Visa debit card","value":"+1-888-751-9000","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","fee_reversal","frozen_funds"],"access":"human_only","source":"https://www.td.com/us/en/personal-banking/contact-us","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"TD credit cards; lost or stolen TD Bank Visa credit card","value":"+1-888-561-8861","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.td.com/us/en/personal-banking/security-center","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"Report fraud; suspected fraudulent email, text or call; identity theft","value":"+1-800-893-8554","hours":"24/7","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","source":"https://www.td.com/us/en/personal-banking/security-center","last_verified":"2026-10-12"},{"id":"cross-border-phone","type":"phone","label":"Cross-border banking support","value":"+1-877-700-2913","hours":"24/7","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.td.com/us/en/personal-banking/contact-us","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Share your feedback","value":"https://tddigital.td.com/jfe/form/SV_0kPhlaBnesPrKzY","purposes":["poor_service","fee_reversal"],"access":"open","source":"https://www.td.com/us/en/personal-banking/contact-us","last_verified":"2026-10-12"},{"id":"card-billing-rights-mail","type":"mail","label":"TD credit card billing errors (Your Billing Rights address)","value":"TD Bank, P.O. Box 873, Mt. Laurel, NJ 08054-0873","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/TD_BANK_NATIONAL_ASSOCIATION/2026.01.22_OCMS_00254173_CMA_TD_Cash_PC_2106-256877.pdf","last_verified":"2026-10-12"},{"id":"corporate-office-mail","type":"mail","label":"TD Bank corporate office","value":"TD Bank Corporate Office, 4140 Church Road, Mount Laurel, N.J., 08054","purposes":["poor_service"],"source":"https://www.td.com/us/en/personal-banking/contact-us","last_verified":"2026-10-12"},{"id":"branch","type":"in_person","label":"Report fraud in person at a TD Bank store","value":"https://www.td.com/us/en/personal-banking/store-locator","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.td.com/us/en/personal-banking/security-center","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"general-phone"},{"rung":"written_complaint","channel":"card-billing-rights-mail","note":"For TD credit card billing errors write within 60 days. TD publishes no complaint mailing address; the feedback form is the other written channel."},{"rung":"executive","channel":"corporate-office-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call the 24/7 line for the card type, and lock the card in online banking.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a debit or ATM card, call general assistance (24/7).","channel":"general-phone"},{"do":"For a TD Visa credit card, call TD credit cards (24/7).","channel":"card-services-phone"},{"do":"Lock the card in TD online banking or the app."},{"do":"If TD does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"TD cites Visa's Zero Liability Policy for fraudulent card charges, and says you must notify your financial institution immediately of any unauthorized use.","issues":["unauthorized_charge","fraud"],"source":"https://www.td.com/us/en/personal-banking/security-center","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud line (24/7) or report in person at a store.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call the TD fraud line.","channel":"fraud-phone"},{"do":"Or report in person at a TD Bank store.","channel":"branch"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if TD does not act.","regulator":"cfpb"}]},{"issue":"billing_error","summary":"Write to TD's billing rights address within 60 days of the statement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"card-billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The TD credit card agreement's billing rights notice says to write to TD Bank, P.O. Box 873, Mt. Laurel, NJ 08054-0873 within 60 days after the error appeared on your statement.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/TD_BANK_NATIONAL_ASSOCIATION/2026.01.22_OCMS_00254173_CMA_TD_Cash_PC_2106-256877.pdf","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Check the $50 threshold and the next-day Grace Period before asking for a refund.","evidence":["statement showing the fee","available balance by date","deposit time"],"steps":[{"do":"Check whether the overdraft was $50 or less, or whether you brought the balance to at least $0 by 11 PM ET the next business day."},{"do":"Call and ask for a refund of any fee charged against those rules, or a courtesy refund.","channel":"general-phone"},{"do":"If refused, use the feedback form, then complain to the CFPB.","channel":"feedback-form"}],"facts":[{"kind":"fee","claim":"TD's overdraft fee is $35, limited to 3 overdraft fees per day per account; a fee applies only to transactions that overdraw the available balance by more than $50.","issues":["fee_reversal"],"source":"https://www.td.com/us/en/personal-banking/overdraft-services","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Grace Period gives you until 11 PM ET the next business day to bring the available balance to at least $0; if you do, the overdraft fee is refunded.","issues":["fee_reversal"],"source":"https://www.td.com/us/en/personal-banking/overdraft-services","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overdraft services do not apply to TD Essential Banking accounts. Savings accounts can be charged overdraft fees, and the $50 threshold and Grace Period do not apply to them.","issues":["fee_reversal"],"source":"https://www.td.com/us/en/personal-banking/overdraft-services","last_verified":"2026-10-12"}]}],"known_blockers":["TD's dispute help answers are behind a site search that did not return results to automated fetches; the dispute steps are not recorded here.","Phone lines verify the account holder."]},{"id":"truist","name":"Truist","aliases":["truist bank","truist financial","suntrust","bb&t","bbt"],"sector":"bank","parent":"Truist Financial Corporation","website":"https://www.truist.com","official_domains":["truist.com"],"security":{"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"regulators":["cfpb","fdic"],"notes":"Truist Bank is a state-chartered bank that is not a Federal Reserve member; its primary federal regulator is the FDIC. Truist lists separate mortgage service numbers for SunTrust-originated and BB&T-originated loans (legacy brands).","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"outside-us-phone","type":"phone","label":"Customer service and fraud from outside the U.S.","value":"+1-910-914-8250","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Fraud claims for all other products, and disagreeing with a claim decision","value":"+1-866-472-9786","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"ach-wire-claims-phone","type":"phone","label":"ACH and wire fraud claims","value":"+1-800-448-5493","hours":"Mon-Fri 7 a.m.-7 p.m. ET (options 3, 3, 3)","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"debit-claim-online","type":"portal","label":"File a debit card fraud claim online","value":"https://www.truist.com/fraud-and-security/report-fraud","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"login","notes":"Log in to file a debit card claim. Track debit and ATM claims in the Dispute Tracker in online banking or the mobile app.","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Report phishing, smishing or vishing messages","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Give feedback (Truist's online feedback form)","value":"https://truistcx.qualtrics.com/jfe/form/SV_5sUavghM9dnggbI","purposes":["poor_service","fee_reversal"],"access":"open","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"billing-rights-mail","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","channel":"arbitration-notice-mail","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded."}],"playbooks":[{"issue":"fraud","summary":"Call 844-4TRUIST (option 1, then 4) any time, or file a debit card claim online.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call 844-4TRUIST and select option 1, then option 4 (24/7).","channel":"customer-service-phone"},{"do":"For a debit card, log in and file the claim online; track it in the Dispute Tracker.","channel":"debit-claim-online"},{"do":"For ACH or wire fraud, call the ACH and wire claims line.","channel":"ach-wire-claims-phone"},{"do":"Forward phishing messages, and report internet fraud to the FBI at ic3.gov.","channel":"phishing-email"},{"do":"If you disagree with the claim decision, call the claims line, then complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Truist says fees tied to an unauthorized transaction are automatically considered when the claim is processed; an Expedite Card Delivery Fee is not.","issues":["fraud","unauthorized_charge"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report by phone (24/7) or online for debit cards.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the fraud option on 844-4TRUIST.","channel":"customer-service-phone"},{"do":"For debit cards, file the claim online.","channel":"debit-claim-online"},{"do":"If Truist does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"billing_error","summary":"Write to Truist Bank Card Services within 60 days of the statement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the amount of the suspected error and why you believe it is wrong.","channel":"billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Truist One Checking has no overdraft fees; ask for a reversal on other accounts.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Check whether the account is Truist One Checking, which has no overdraft-related fees."},{"do":"Call and ask for a reversal.","channel":"customer-service-phone"},{"do":"If refused, use the feedback form, then complain to the CFPB.","channel":"feedback-form"}],"facts":[{"kind":"policy","claim":"Truist One Checking does not charge overdraft fees, returned item fees, negative account balance fees or overdraft protection transfer fees.","issues":["fee_reversal"],"source":"https://www.truist.com/checking/truist-one-banking","last_verified":"2026-10-12"},{"kind":"limit","claim":"Truist One's Balance Buffer lets qualifying clients overdraw up to $100; it needs a direct deposit of at least $100 within the last 35 calendar days.","issues":["fee_reversal"],"source":"https://www.truist.com/checking/truist-one-banking","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"You may opt out of the Truist credit card Mutual Arbitration Agreement only by a signed written notice sent by certified or overnight mail that Truist receives within thirty (30) days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the Truist card agreement requires a written Notice of Pre-Arbitration Dispute and an informal dispute resolution conference; arbitration is administered by JAMS.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"known_blockers":["Debit card claims online need sign-in; phone lines verify the account holder.","Truist does not publish a complaint mailing address or executive office."]},{"id":"us-bank","name":"U.S. Bank","aliases":["us bank","usbank","u s bank","us bancorp","u.s. bancorp","us bank national association"],"sector":"bank","parent":"U.S. Bancorp","website":"https://www.usbank.com","official_domains":["usbank.com"],"security":{"never_asks":[{"kind":"policy","claim":"U.S. Bank will never send you an email or text that asks you to click a link to verify yourself or asks for personal or account information.","source":"https://www.usbank.com/customer-service/knowledge-base/kb0069833.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"U.S. Bank will never ask you to disclose your personal ID, password or PIN, including on the phone or in person. It may ask for your full Social Security number or account number to verify your identity, for example when you call it.","source":"https://www.usbank.com/about-us-bank/privacy/security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers impersonate trusted people such as a bank representative in fake emails, texts and calls to get account information, online credentials or one-time passcodes.","source":"https://www.usbank.com/financial-education/secure/digital-payments-scam.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer may ask you to send money to yourself to \"reverse\" a fraudulent transaction. The real goal is to get into your Zelle account and make unauthorized payments to the scammer.","source":"https://www.usbank.com/financial-education/secure/digital-payments-scam.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-phone","type":"phone","label":"Fraud Department, if you got an email or text and are not sure it is from U.S. Bank, or you clicked a link or gave information in reply to one","value":"+1-877-595-6256","purposes":["fraud"],"access":"human_only","notes":"U.S. Bank accepts relay calls.","source":"https://www.usbank.com/customer-service/knowledge-base/kb0069833.html","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"U.S. Bank National Association is a national bank (OCC). Credit cards are serviced by Cardmember Service.","channels":[{"id":"banking-phone","type":"phone","label":"U.S. Bank customer service (800-USBANKS)","value":"+1-800-872-2657","purposes":["fee_reversal","frozen_funds","transaction_dispute","poor_service"],"access":"human_only","source":"https://www.usbank.com/customer-service.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Cardmember Service (Altitude Go, Altitude Connect, Shopper Cash Rewards, Cash+, Cash Rewards, Perks+, Platinum, College and Secured Visa)","value":"+1-800-285-8585","purposes":["transaction_dispute","billing_error","unauthorized_charge","fee_reversal"],"access":"human_only","notes":"The automated system can start a dispute case; if the charge cannot be disputed digitally you are connected to a banker. Other card products have their own numbers on the back of the card.","source":"https://www.usbank.com/customer-service/personal-banking/credit-cards.html","last_verified":"2026-10-12"},{"id":"card-fraud-phone","type":"phone","label":"Credit card purchases you did not make","value":"+1-866-821-8411","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.usbank.com/customer-service/personal-banking/credit-cards.html","last_verified":"2026-10-12"},{"id":"fraud-department-phone","type":"phone","label":"U.S. Bank fraud department","value":"+1-877-595-6256","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","source":"https://www.usbank.com/customer-service/online-security.html","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a card transaction in online banking or the app","value":"https://www.usbank.com/customer-service/personal-banking/credit-cards.html","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Choose the account, select the transaction, select \"Dispute this transaction\" and answer the questions.","source":"https://www.usbank.com/customer-service/personal-banking/credit-cards.html","last_verified":"2026-10-12"},{"id":"dispute-documents-upload","type":"portal","label":"Upload documents for a dispute","value":"https://www.usbank.com/customer-service/knowledge-base/KB0249776.html","purposes":["transaction_dispute"],"access":"login","source":"https://www.usbank.com/customer-service/personal-banking/credit-cards.html","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"Credit card disputes by mail","value":"Cardmember Service, PO Box 6352, Fargo, ND 58125-6352","purposes":["transaction_dispute","billing_error"],"notes":"Include name, card number, address, phone number, transaction amount, posting date and the reason for the dispute.","source":"https://www.usbank.com/customer-service/personal-banking/credit-cards.html","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"U.S. Bank headquarters","value":"U.S. Bank, 200 S. Sixth St., Minneapolis, MN 55402","purposes":["poor_service"],"source":"https://www.usbank.com/customer-service.html","last_verified":"2026-10-12"},{"id":"branch","type":"in_person","label":"U.S. Bank branch or appointment","value":"https://www.usbank.com/locations/search/","purposes":["frozen_funds","fee_reversal","poor_service"],"access":"human_only","source":"https://www.usbank.com/customer-service.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"banking-phone"},{"rung":"written_complaint","channel":"dispute-mail","note":"Card billing errors in writing (or by phone) within 60 days. U.S. Bank does not publish a complaint form; other written complaints can go to headquarters."},{"rung":"executive","channel":"headquarters-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"U.S. Bank card agreements let either party elect AAA arbitration in writing; either party may take a claim to small claims court instead."}],"playbooks":[{"issue":"transaction_dispute","summary":"Dispute the transaction in the app or online banking, by the automated phone line, or by mail.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"In online banking or the app, choose the account, select the transaction, select \"Dispute this transaction\" and answer the questions.","channel":"dispute-online"},{"do":"Or call Cardmember Service and tell the automated system to start a dispute case.","channel":"card-services-phone"},{"do":"Or mail a letter with name, card number, address, phone, amount, posting date and reason.","channel":"dispute-mail"},{"do":"Upload supporting documents for the case.","channel":"dispute-documents-upload"},{"do":"If U.S. Bank does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The U.S. Bank card agreement's billing rights notice says to call or write within 60 days after the error appeared on your statement, and at least 3 business days before a scheduled automatic payment to stop payment on the disputed amount.","issues":["transaction_dispute","billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/U.S._BANK_NATIONAL_ASSOCIATION/FR006213482_03_USB_2Q2026-255572.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the card fraud line, lock the card, and report it lost or stolen online.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call about purchases you did not make.","channel":"card-fraud-phone"},{"do":"Report the card lost or stolen in online banking or the U.S. Bank Mobile App."},{"do":"If U.S. Bank does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"U.S. Bank provides zero fraud liability and reimburses 100% of unauthorized transactions, provided you notify U.S. Bank promptly; certain conditions and limitations may apply.","issues":["unauthorized_charge","fraud"],"source":"https://www.usbank.com/customer-service/online-security.html","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud department, lock cards, and contact the bank only through known numbers.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call the U.S. Bank fraud department.","channel":"fraud-department-phone"},{"do":"Do not click links in suspicious messages; contact the bank through a known phone number or website."},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"billing_error","summary":"Call or write within 60 days of the statement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Call Cardmember Service or write with your name, account number, the dollar amount and why it is wrong.","channel":"dispute-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"known_blockers":["Online disputes and document uploads need sign-in.","Lost or stolen card reports are made through online banking or the mobile app; phone lines verify the cardholder."]},{"id":"usaa","name":"USAA","aliases":["usaa federal savings bank","usaa bank","usaa fsb","united services automobile association"],"sector":"bank","also_sectors":["insurance_property"],"website":"https://www.usaa.com","official_domains":["usaa.com"],"security":{"never_asks":[{"kind":"policy","claim":"USAA will never call or text you to ask for your password, PIN or one-time code.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never ask for your one-time code or PIN unless you called USAA. It will never ask for your password or give you a temporary one.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never tell you to transfer, send or withdraw money.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never send anyone to collect your debit or credit card, and will not ask you to move money to stop fraud or protect your funds.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be USAA with official-looking phone numbers or email addresses. They say there is an account issue or ask for personal details to prevent fraud, and may ask to video call you or take control of your screen.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A fake USAA text about a suspicious charge is followed by a call that looks like it comes from USAA. The caller asks you to verify your details and to transfer your balance right away to secure the account.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Real USAA emails show a personalized \"USAA Security Zone\" with your name and the last four digits of your USAA number. USAA says an email where this is wrong or missing is not from USAA.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails that claim to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"USAA Federal Savings Bank is a federal savings bank (OCC) and issues USAA credit cards. USAA also sells auto and property insurance. usaa.com does not respond to automated page fetches; the usaa.com channels here come from usaa.com search results, and the card terms from the agreement USAA files with the CFPB.","channels":[{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Unauthorized ATM or debit card transactions","value":"+1-800-951-4539","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711. Days and times may vary.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"credit-fraud-phone","type":"phone","label":"Unauthorized credit card transactions","value":"+1-800-945-6759","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"identity-theft-phone","type":"phone","label":"Suspected identity theft, or you gave out a password or logon credentials","value":"+1-877-762-7256","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a card transaction online or in the USAA Mobile App","value":"https://www.usaa.com/support/security/report-fraud/","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","notes":"Log on to usaa.com or the app and select \"Dispute Transaction\" from the account activity.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails claiming to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"insurance-claims-center","type":"portal","label":"USAA insurance claims center (file a claim, check status)","value":"https://www.usaa.com/support/insurance/claims/","purposes":["claim_delay","claim_denial"],"access":"login","notes":"Auto and property claims can be reported any time on usaa.com or in the USAA Mobile App.","source":"https://www.usaa.com/support/insurance/claims/","last_verified":"2026-10-12"},{"id":"insurance-claims-phone","type":"phone","label":"USAA insurance claims (800-531-USAA)","value":"+1-800-531-8722","purposes":["claim_delay","claim_denial"],"access":"human_only","source":"https://www.usaa.com/support/insurance/claims/","last_verified":"2026-10-12"},{"id":"glass-claims-phone","type":"phone","label":"Auto windshield and glass claims","value":"+1-800-525-1790","purposes":["claim_delay"],"access":"human_only","source":"https://www.usaa.com/support/insurance/claims/auto/windshield-glass/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"id":"credit-report-dispute-mail","type":"mail","label":"Dispute what USAA reported to a credit bureau (credit card)","value":"USAA/Consumer Report Dispute, Attn: Form Code #CLCBD, P.O. Box 33009, San Antonio, TX 78265-3009","purposes":["credit_report_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"billing-rights-mail","note":"Card billing errors must be in writing within 60 days; a call alone does not require USAA to investigate."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"state_agency","agency_kind":"insurance_department","note":"For USAA insurance claim disputes."},{"rung":"arbitration","note":"USAA credit card agreement: either party may elect AAA arbitration; small claims court is an alternative; FSB pays the administrator's fees."}],"playbooks":[{"issue":"billing_error","summary":"Write to USAA Credit Card Services within 60 days of the statement; a phone call does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"billing-rights-mail"},{"do":"To stop an automatic payment of the disputed amount, write at least 3 business days before it is scheduled."},{"do":"If USAA does not answer or correct it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The USAA credit card billing rights notice says to write within 60 days after the error appeared on your billing statement; if you only call, USAA is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"USAA must acknowledge your letter within 30 days and, within 90 days, either correct the error or explain why the statement is correct.","issues":["billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Tell USAA as soon as reasonably possible by phone, then dispute in writing.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the line for the card type to report the lost or stolen card or unauthorized use.","channel":"credit-fraud-phone"},{"do":"For a debit or ATM card, call the debit line, or select \"Dispute Transaction\" in the account activity online or in the app.","channel":"debit-fraud-phone"},{"do":"Write to the billing rights address within 60 days of the statement.","channel":"billing-rights-mail"},{"do":"If USAA does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The USAA card agreement says you must notify USAA as soon as reasonably possible if your card or convenience checks are lost or stolen, or if you believe there has been unauthorized use.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud line for the account type, and report scam messages to abuse@usaa.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For card fraud, call the credit or debit fraud line.","channel":"credit-fraud-phone"},{"do":"If you gave out a password, PIN or logon details, or suspect identity theft, call the identity theft line.","channel":"identity-theft-phone"},{"do":"Email details of suspicious calls, texts or emails.","channel":"abuse-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if USAA does not act.","regulator":"cfpb"}]}],"facts":[{"kind":"process","claim":"USAA says auto and property insurance claims can be reported any time in the claims center on usaa.com or in the USAA Mobile App.","issues":["claim_delay"],"source":"https://www.usaa.com/support/insurance/claims/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The USAA credit card arbitration section does not apply to Military Lending Act covered borrowers, or to accounts that opted out of arbitration before January 1, 2015.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"known_blockers":["usaa.com does not respond to automated page fetches; an agent can link to its pages but may not be able to read them.","Online disputes and claims need USAA logon.","Phone service verifies the member."]},{"id":"varo","name":"Varo Bank","aliases":["varo","varo money","varo bank na","varo advance","varo believe"],"sector":"bank","parent":"Varo Money, Inc.","website":"https://www.varomoney.com","official_domains":["varomoney.com"],"security":{"never_asks":[{"kind":"policy","claim":"Varo says it will never ask you for your confidential information, so when in doubt, contact Varo directly.","source":"https://www.varomoney.com/blog/banking/protect-yourself-from-banking-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Varo warns of fake messages from your bank, fake bankers or advisors, phishing, fake checks, overpayment scams and imposters who pose as bank employees and pressure you to pay.","source":"https://www.varomoney.com/blog/banking/protect-yourself-from-banking-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"identity-email","type":"email","label":"Email Varo if you think someone has taken over your account","value":"identity@varomoney.com","purposes":["fraud","account_access"],"notes":"From a search snippet of the Varo Unauthorized Account Access help article; support.varomoney.com returns HTTP 403 to automated fetches.","source":"https://support.varomoney.com/hc/en-us/articles/21995233434516-Unauthorized-Account-Access","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"Varo Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 59190). support.varomoney.com returns HTTP 403 and the Varo account agreement page has an expired certificate, so the contact and dispute values below come from search-engine snippets of Varo support pages. An older Varo account agreement lists 1-800-827-6526; the current Contact Us page gives 1-877-377-8276.","channels":[{"id":"support-phone","type":"phone","label":"Varo live support (disputes, digital wallet, sign-in problems)","value":"+1-877-377-8276","hours":"7:00 AM-8:30 PM ET daily, closed on federal holidays","purposes":["transaction_dispute","unauthorized_charge","fraud","account_access","frozen_funds","poor_service"],"access":"human_only","notes":"From a search snippet of the Varo Contact Us page; not read on the page itself.","source":"https://support.varomoney.com/hc/en-us/articles/360000334946-Contact-Us","last_verified":"2026-10-13"},{"id":"in-app-support","type":"app","label":"Varo app help (chatbot 24/7)","value":"Varo app > My Varo > Help and Support","purposes":["transaction_dispute","unauthorized_charge","fraud","account_access","frozen_funds"],"access":"login","notes":"From a search snippet of the Varo Contact Us page.","source":"https://support.varomoney.com/hc/en-us/articles/360000334946-Contact-Us","last_verified":"2026-10-13"},{"id":"identity-email","type":"email","label":"Email Varo if you think someone has taken over your account","value":"identity@varomoney.com","purposes":["fraud","account_access"],"notes":"From a search snippet of the Varo Unauthorized Account Access help article.","source":"https://support.varomoney.com/hc/en-us/articles/21995233434516-Unauthorized-Account-Access","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"in-app-support"},{"rung":"frontline","channel":"support-phone"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"File the dispute with Varo and track it in the app under My Varo > Disputes; final answers can take 45 to 90 days.","evidence":["transaction date and amount","receipts","record of contact with the merchant"],"steps":[{"do":"For an item with quality problems or one never delivered, contact the merchant first."},{"do":"For a transaction you do not recognize, start a dispute in the app or call Varo support.","channel":"support-phone"},{"do":"Track the dispute in the app under My Varo > Disputes.","channel":"in-app-support"},{"do":"If Varo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Varo says it sends an email update within 10 business days after you file a dispute, may issue a temporary provisional credit in some cases, and that disputes may take 45 to 90 calendar days to reach a final resolution. (Seen in a search snippet of the Varo Disputes Lifecycle article.)","issues":["transaction_dispute","unauthorized_charge"],"source":"https://support.varomoney.com/hc/en-us/articles/21999302251924-Disputes-Lifecycle","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Call Varo or use the app to report the transaction, then track the dispute in the app.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Varo support or use the app to report the transaction you do not recognize.","channel":"support-phone"},{"do":"If you think someone took over your account, email Varo.","channel":"identity-email"},{"do":"If Varo does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"If someone contacts you claiming to be Varo, hang up and call Varo yourself.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Tell the caller you will call back, then call Varo on the number in the app or on varomoney.com.","channel":"support-phone"},{"do":"Report the scam to the FTC, then complain to the CFPB if Varo does not act.","regulator":"cfpb"}]}],"known_blockers":["Varo's help center (support.varomoney.com) blocks automated access; hand the browser to the person.","Most support starts in the Varo app, which needs the member's sign-in."]},{"id":"wells-fargo","name":"Wells Fargo","aliases":["wells fargo bank","wellsfargo","wells fargo bank na","wf bank"],"sector":"bank","parent":"Wells Fargo & Company","website":"https://www.wellsfargo.com","official_domains":["wellsfargo.com"],"security":{"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card international collect calls","value":"+1-925-825-7600","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"online-fraud-phone","type":"phone","label":"Fraud on Wells Fargo Online, bill pay, Zelle or wires, or if you responded to a phishing message","value":"+1-866-867-5568","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"debit-claim-status-phone","type":"phone","label":"Debit card claim status","value":"+1-800-548-9554","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"credit-claim-status-phone","type":"phone","label":"Credit card claim status","value":"+1-800-423-7618","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (1-844-WF1-CARE)","value":"+1-844-931-2273","hours":"Mon-Sat 7 am-9 pm Central","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"human_only","source":"https://www.wellsfargo.com/help/feedback/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Wells Fargo Bank, N.A., P.O. Box 522, Des Moines, IA 50306-0522","purposes":["billing_error","transaction_dispute"],"notes":"From the Your Billing Rights section of the Wells Fargo consumer credit card agreements. Not for payments.","source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"},{"id":"card-services-mail","type":"mail","label":"Credit card payments and customer service","value":"Wells Fargo Card Services, P.O. Box 51193, Los Angeles, CA 90051-5493","purposes":["poor_service"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"},{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"banking-phone"},{"rung":"written_complaint","channel":"banking-mail","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints."},{"rung":"executive","channel":"corporate-office-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"playbooks":[{"issue":"transaction_dispute","summary":"Call the card line or dispute in online banking, and send a written notice to the billing rights address within 60 days.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call credit card customer service to open the dispute.","channel":"card-services-phone"},{"do":"To keep your legal rights for a credit card, write to the billing rights address within 60 days after the error appeared on your statement.","channel":"billing-rights-mail"},{"do":"Check the status of a credit card claim.","channel":"credit-claim-status-phone"},{"do":"If Wells Fargo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The Wells Fargo credit card agreement's billing rights notice says to write within 60 days after the error appeared on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the number on the back of the card at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a credit card, call credit card customer service and report the card lost, stolen or misused.","channel":"card-services-phone"},{"do":"For a debit card or personal account, call general banking (24/7).","channel":"banking-phone"},{"do":"Check claim status on the claim status lines.","channel":"debit-claim-status-phone"},{"do":"If Wells Fargo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Wells Fargo says to contact it immediately by calling the number on the back of your credit or debit card if you see unauthorized transactions.","issues":["unauthorized_charge","fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the line for the type of fraud, then report to the FTC.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For checking, savings, debit or ATM fraud and identity theft, call general banking.","channel":"banking-phone"},{"do":"For online banking, bill pay, Zelle or wire fraud, or if you answered a phishing message, call the online fraud line.","channel":"online-fraud-phone"},{"do":"Forward phishing emails or texts you did not respond to.","channel":"phishing-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Wells Fargo states that neither Wells Fargo nor Zelle offers purchase protection for payments made with Zelle.","issues":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Check the overdraft rules (Extra Day Grace Period, $10 limits), then ask for a reversal.","evidence":["statement showing the fee","available balance by date","deposit times"],"steps":[{"do":"Check whether the fee should have been waived under the Extra Day Grace Period or the $10 rules."},{"do":"Call general banking and ask for a reversal.","channel":"banking-phone"},{"do":"If refused, complain on the feedback line or in writing.","channel":"feedback-phone"},{"do":"Complain to the CFPB if the fee breaks the stated rules.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"The overdraft fee for consumer checking accounts is $35 per item, with no more than three overdraft fees per business day for personal accounts.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo does not charge an overdraft fee on items of $10 or less, or when both the ending daily balance and available balance are overdrawn by $10 or less.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Extra Day Grace Period - if your available balance is positive as of 11:59 pm Eastern Time on the extra day, pending overdraft fees for the prior business day are waived.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo does not charge a returned item (NSF) fee for items returned unpaid, and Clear Access Banking accounts have no overdraft fees.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Wells Fargo may freeze funds when it suspects questionable activity, until its concerns are resolved, a legal time limit passes, or a court orders otherwise.","evidence":["notices from Wells Fargo","balance when frozen","proof of identity and source of funds"],"steps":[{"do":"Call general banking and ask why the funds are frozen and what Wells Fargo needs to resolve its concerns.","channel":"banking-phone"},{"do":"Send the requested documents and ask in writing when and how the funds will be released.","channel":"banking-mail"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"If Wells Fargo suspects suspicious, irregular, fraudulent, unauthorized or unlawful activity, it may freeze all or some funds and restrict access until the earliest of when its concerns are resolved, the time frame in applicable law, or a court order.","issues":["frozen_funds"],"source":"https://www.wellsfargo.com/fetch-pdf?formNumber=CCB2018C&subProductCode=ANY","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a state or federal agency asks Wells Fargo to restrict funds, the bank complies and notifies you unless the law prohibits notice.","issues":["frozen_funds"],"source":"https://www.wellsfargo.com/fetch-pdf?formNumber=CCB2018C&subProductCode=ANY","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Write to the billing rights address within 60 days of the statement.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Call credit card customer service to report the error.","channel":"card-services-phone"},{"do":"Send a written notice with your name, account number, the amount and why it is wrong.","channel":"billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"facts":[{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."]},{"id":"avis-budget","name":"Avis Budget Group (Avis and Budget)","aliases":["avis","budget","budget rent a car","avis rent a car","avis budget"],"sector":"car_rental","website":"https://www.avis.com","account_url":"https://www.avis.com/en/reservation/get-e-receipt","regulators":["ftc"],"notes":"Avis and Budget have separate phone lines and customer service portals but the same damage claim administrators (Fleet Response and Viking) and the same insurance-details portal (Axle). Payless and Zipcar channels were not checked and are not included. Avis website Terms of Use last updated December 4, 2023.","channels":[{"id":"avis-customer-service-phone","type":"phone","label":"Avis customer service (United States)","value":"+1-800-352-7900","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.avis.com/en/customer-service","last_verified":"2026-10-12"},{"id":"avis-customer-service-email","type":"email","label":"Avis customer service email","value":"custserv@avis.com","purposes":["billing_error","refund_request","deposit_refund","damage_claim","poor_service"],"source":"https://www.avis.com/en/customer-service/faqs/usa/customer-service","last_verified":"2026-10-12"},{"id":"avis-portal","type":"portal","label":"Avis Customer Service portal (contact customer service or give feedback)","value":"https://avis.us.abgcustomerservice.com","purposes":["billing_error","poor_service"],"access":"login","notes":"Sign in with an Avis account, email and password, or Amazon login.","source":"https://www.avis.com/en/customer-service","last_verified":"2026-10-12"},{"id":"avis-mail","type":"mail","label":"Avis Rent A Car System, LLC (customer contact and notice of dispute address)","value":"Avis Rent A Car System, LLC, 379 Interpace Parkway, Parsippany, NJ 07054","purposes":["billing_error","damage_claim"],"notes":"Terms of Use require written notice of a claim 30 days before starting arbitration or small claims.","source":"https://www.avis.com/en/legal-documents/terms-of-use","last_verified":"2026-10-12"},{"id":"budget-customer-service-phone","type":"phone","label":"Budget customer service (United States)","value":"+1-800-214-6094","hours":"7:30 AM - 7:30 PM CST Mon - Fri; 8:00 AM - 6:30 PM CST Sat - Sun","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.budget.com/en/customer-care/worldwide-telephone-numbers","last_verified":"2026-10-12"},{"id":"budget-portal","type":"portal","label":"Budget Customer Service portal (contact customer service or submit feedback)","value":"https://budget.us.abgcustomerservice.com","purposes":["billing_error","poor_service"],"access":"login","source":"https://www.budget.com/en/customer-care","last_verified":"2026-10-12"},{"id":"avis-e-receipt","type":"portal","label":"Get an Avis e-Receipt (confirmation or rental agreement number)","value":"https://www.avis.com/en/reservation/get-e-receipt","purposes":["billing_error"],"access":"open","source":"https://www.avis.com/en/customer-service/faqs/usa/customer-service","last_verified":"2026-10-12"},{"id":"budget-e-receipt","type":"portal","label":"Get a Budget e-Receipt","value":"https://www.budget.com/en/reservation/get-e-receipt","purposes":["billing_error"],"source":"https://www.budget.com/en/customer-care","last_verified":"2026-10-12"},{"id":"claims-insurance-portal","type":"portal","label":"Axle portal for submitting insurance or credit card coverage details on a damage claim (Avis and Budget)","value":"https://avisclaims.axle.insure","purposes":["damage_claim"],"source":"https://www.avis.com/en/customer-service/faqs/usa/claims-accident","last_verified":"2026-10-12"},{"id":"roadside-phone","type":"phone","label":"Avis and Budget 24-hour roadside assistance","value":"+1-800-354-2847","hours":"24 hours","source":"https://www.avis.com/en/customer-service/faqs/usa/claims-accident","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"avis-customer-service-phone","note":"Budget renters use budget-customer-service-phone."},{"rung":"written_complaint","channel":"avis-customer-service-email","note":"For damage claims, ask the claim administrator for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"avis-mail","note":"Website Terms of Use: 30-day written notice, then AAA arbitration or small claims court."},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Avis and Budget damage claims are run by third-party administrators (Fleet Response and Viking); deal with them directly and ask for the evidence.","evidence":["rental agreement","your photos at pickup and return","return receipt","claim letter","LDW election","your insurance and card benefit details"],"steps":[{"do":"Note the administrator and claim number on the claim letter or email; Avis says contact details are on any documentation sent about the claim."},{"do":"Ask the administrator in writing for photos, the repair invoice or estimate, and the loss-of-use calculation with the fleet utilization log."},{"do":"If you bought the Loss Damage Waiver, say so; Avis says you will not be charged for the damage when LDW was accepted and there is no breach of contract."},{"do":"Send your insurance or credit card coverage details through the Axle portal. For card coverage, file with the card benefit administrator first.","channel":"claims-insurance-portal"},{"do":"If the claim is not supported, dispute it in writing to Avis and keep proof.","channel":"avis-mail"}],"facts":[{"kind":"process","claim":"Fleet Response and Viking Services are Avis Budget Group's third-party administrators and handle vehicle damage claims; renters should work with them directly.","issues":["damage_claim"],"source":"https://www.avis.com/en/customer-service/faqs/usa/claims-accident","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Avis says you can typically expect to hear from Avis in a 30-60 day time-frame from the date of the incident; final costs are known only after repair or salvage.","issues":["damage_claim"],"source":"https://www.avis.com/en/customer-service/faqs/usa/claims-accident","last_verified":"2026-10-12"},{"kind":"policy","claim":"Avis and Budget say they are self-insured, seek compensation for loss of use when the car cannot be rented, and pass the cost of processing claims to the responsible parties.","issues":["damage_claim"],"source":"https://www.budget.com/en/help/usa-faqs/rental-car-accident","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Get the e-Receipt, then dispute the charge with customer service by email or phone; ask for photos for any cleaning or smoking fee.","evidence":["e-Receipt","rental agreement","fuel gauge and odometer photos at return","toll records","the fee notice"],"steps":[{"do":"Download the e-Receipt (available up to 7 days after return, kept online for six months).","channel":"avis-e-receipt"},{"do":"Call customer service or email custserv@avis.com with the receipt and the correct amount.","channel":"avis-customer-service-email"},{"do":"For a smoking or cleaning fee, ask for the inspection photos and the written notice of the fee."},{"do":"If not corrected, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"Avis says a cleaning fee of up to $450 may be applied if the non-smoking policy is violated; a manager reviews the return agent's photos and you are notified in writing.","issues":["billing_error"],"source":"https://www.avis.com/en/help/usa-faqs/smoking-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Avis rental receipts are available up to 7 days after vehicle return and kept online for up to six months from return.","issues":["billing_error"],"source":"https://www.avis.com/en/customer-service/faqs/usa/customer-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"Renters are responsible for tolls, parking and moving traffic violations; an Avis designated agent may process them and add a reasonable administrative fee.","issues":["billing_error"],"source":"https://www.avis.com/en/customer-service/faqs/usa/customer-service","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Avis website Terms of Use require written notice of a claim 30 days before a proceeding, then AAA arbitration under commercial rules with a class action waiver; small claims court is allowed.","source":"https://www.avis.com/en/legal-documents/terms-of-use","last_verified":"2026-10-12"},{"kind":"policy","claim":"Avis says it will never ask you to pay for your rental with a gift card; such a request is a common fraudulent practice and does not come from an Avis representative.","issues":["billing_error"],"source":"https://www.avis.com/en/customer-service/faqs/usa/customer-service","last_verified":"2026-10-12"}],"known_blockers":["The Avis and Budget customer service portals require sign-in.","Damage claims are handled by third-party administrators (Fleet Response, Viking), not by Avis customer service."],"official_domains":["avis.com","budget.com","abgcustomerservice.com"],"security":{"never_asks":[{"kind":"policy","claim":"Avis says you will never be asked to pay for your rental with a gift card; such a request is a common fraudulent practice and does not come from an Avis representative.","source":"https://www.avis.com/en/customer-service/faqs/usa/customer-service","last_verified":"2026-10-12"}]}},{"id":"enterprise","name":"Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)","aliases":["enterprise rent-a-car","enterprise rent a car","enterprise holdings","national car rental","alamo","alamo rent a car"],"sector":"car_rental","website":"https://www.enterprise.com","account_url":"https://www.enterprise.com/en/reserve/receipts.html","regulators":["ftc"],"notes":"Enterprise Mobility runs three rental brands with separate phone lines: Enterprise Rent-A-Car, National and Alamo. Post-rental balances, tolls and citations, and damage recovery payments for Enterprise US rentals go through the Consumer Collections Support pages (enterprise.com/en/payments). Enterprise does not publish a Damage Recovery Unit phone number or address on the pages checked.","channels":[{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-chat","type":"chat","label":"Enterprise chat","value":"https://www.enterprise.com/en/help/contact.html","hours":"Monday-Friday 8:00 AM to 5:00 PM Central; closed weekends and holidays","purposes":["billing_error","refund_request"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-disabilities-phone","type":"phone","label":"Enterprise customers with disabilities","value":"+1-866-225-4284","source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-roadside-phone","type":"phone","label":"Enterprise Roadside Assistance (also takes accident reports after police are called)","value":"+1-800-307-6666","hours":"24 hours a day","purposes":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/accident-in-rental-car.html","last_verified":"2026-10-12"},{"id":"consumer-collections","type":"portal","label":"Enterprise Consumer Collections Support (rental balances, citations or tolls, damage recovery payments)","value":"https://www.enterprise.com/en/payments.html","purposes":["damage_claim","billing_error"],"access":"open","source":"https://www.enterprise.com/en/payments.html","last_verified":"2026-10-12"},{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"},{"id":"citations-email","type":"email","label":"Enterprise citations (proof that a violation was already paid)","value":"citations2@em.com","purposes":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"},{"id":"national-customer-service-phone","type":"phone","label":"National Car Rental customer service (United States)","value":"+1-844-393-9989","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"notes":"National chat Monday-Friday 7:00 AM to 6:00 PM Central. Emerald Club Member Services 1-800-962-7070.","source":"https://www.nationalcar.com/en/support/contact-us.html","last_verified":"2026-10-12"},{"id":"alamo-customer-service-phone","type":"phone","label":"Alamo customer service","value":"+1-844-357-5138","hours":"7am-7pm CDT","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.alamo.com/en/customer-support.html","last_verified":"2026-10-12"},{"id":"receipts","type":"portal","label":"Get an Enterprise receipt","value":"https://www.enterprise.com/en/reserve/receipts.html","purposes":["billing_error"],"source":"https://www.enterprise.com/en/help.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"enterprise-customer-service-phone","note":"National and Alamo renters use their brand's customer service line."},{"rung":"written_complaint","channel":"collections-request-form","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Damage recovery bills for Enterprise US rentals are paid or questioned through Consumer Collections Support; ask for the evidence in writing before paying.","evidence":["rental agreement","your photos at pickup and return","damage claim letter","Damage Waiver election","insurance and card benefit details"],"steps":[{"do":"After an accident, call 911 or local police, then Roadside Assistance, which files the damage report.","channel":"enterprise-roadside-phone"},{"do":"When a damage recovery bill arrives, send a written request through the Submit a Request form with the rental agreement number, asking for photos, the repair invoice, and how loss of use and fees were calculated.","channel":"collections-request-form"},{"do":"Give the claim to your auto insurer or credit card benefit administrator if you declined the Damage Waiver."},{"do":"If Enterprise charges your card without supporting evidence, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"For US rentals, minor damage such as scratches, dents or a chipped windshield is covered by the optional Damage Waiver; without it you may have to pay out of pocket for repairs.","issues":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/car-rental-scratch-policy.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Fuel, toll and citation charges each have a set path; submit proof through the collections form or citations email.","evidence":["receipt","rental agreement","fuel gauge photo at return","toll or citation notice","proof of payment to the agency"],"steps":[{"do":"Get the receipt online and compare it with the rental agreement.","channel":"receipts"},{"do":"For a toll or violation you already paid, email proof to citations or submit the Proof of Payment form; Enterprise says it responds within two business days.","channel":"citations-email"},{"do":"For other wrong charges, call customer service, then put it in writing through the Submit a Request form.","channel":"enterprise-customer-service-phone"},{"do":"If not corrected, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"If you return the car with less fuel than at pickup, Enterprise charges the local Enterprise rate, which it says is typically above the local pump price; prepaid fuel is sold only as a full tank and is not refundable.","issues":["billing_error"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Enterprise's standard administrative fee for citations and tolls still applies when local authorities bill you directly; notices typically arrive one to four weeks after the rental.","issues":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Accepted proof for a toll or citation appeal includes proof of payment to the issuing agency, matching bank or card statements, a cashed check, an agency receipt, proof of a clerical error, or proof of whereabouts.","issues":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Credit card holds are released at return; debit card deposits are refunded to the bank account in about 5 to 10 business days.","evidence":["rental agreement","return receipt","bank statement showing the deposit"],"steps":[{"do":"Check the final receipt for added charges."},{"do":"If a debit card deposit has not come back after 10 business days, call the renting branch, then customer service.","channel":"enterprise-customer-service-phone"},{"do":"If the deposit is still not returned, dispute it with your bank or card issuer."}],"facts":[{"kind":"deadline","claim":"For credit cards Enterprise says it immediately releases the authorization and charges only the rental amount; for debit cards the deposit is refunded to the account, typically in approximately 5 to 10 business days, and Enterprise says to call the renting branch if it has not appeared after 10 business days.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For cash, check or money order payments, refunds are mailed by check within 20 business days after Enterprise confirms there are no additional charges.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Enterprise says the deposit amount varies by region, vehicle type and other factors, and to ask the renting location for the exact amount.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/how-much-is-a-rental-car-deposit.html","last_verified":"2026-10-12"}]}],"known_blockers":["The Submit a Request form has a reCAPTCHA.","Chat is open only Monday-Friday business hours (Central time).","No Damage Recovery Unit phone, email or address is published on the pages checked."],"official_domains":["enterprise.com","nationalcar.com","alamo.com"]},{"id":"hertz","name":"Hertz","aliases":["the hertz corporation","hertz car rental","hertz rent a car","hertz gold plus rewards"],"sector":"car_rental","website":"https://www.hertz.com","account_url":"https://www.hertz.com/rentacar/reservation/receipt/search.do","regulators":["ftc"],"notes":"Dollar and Thrifty channels were not checked and are not included. Hertz's US contact pages render with JavaScript and many values here come from hertz.com pages as shown in official-domain search results. Rental terms differ by country; only US terms are used here.","channels":[{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Hertz future reservations (US)","value":"+1-800-654-3131","purposes":["reservation_problem"],"source":"https://www.hertz.com/rentacar/customersupport/templates/hTRUCountrySelectPopupView.jsp?targetPage=contactUsView.jsp","last_verified":"2026-10-12"},{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"},{"id":"receipt-request","type":"portal","label":"Hertz request a receipt","value":"https://www.hertz.com/rentacar/reservation/receipt/search.do","purposes":["billing_error"],"notes":"Receipts may take up to 7 days after return and stay online for 6 months.","source":"https://www.hertz.com/rentacar/reservation/receipt/search.do","last_verified":"2026-10-12"},{"id":"first-notice-of-loss-phone","type":"phone","label":"Hertz Claim Management, First Notice of Loss (initial inquiries about a damage claim)","value":"+1-877-584-7159","purposes":["damage_claim"],"notes":"From Hertz's US Vehicle Incident Report form (April 2021 version). Put the rental agreement number on every page you send.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"},{"id":"first-notice-of-loss-email","type":"email","label":"Hertz First Notice of Loss (damage to the rental car only)","value":"HCMFirstNoticeofLoss@Hertz.com","purposes":["damage_claim"],"notes":"Reports with injury, death or damage to other vehicles or property go to HCMFirstNoticeofLoss_bipd@Hertz.com.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"billing-phone"},{"rung":"written_complaint","channel":"customer-support-form","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Report damage on a Vehicle Incident Report at return; for a damage bill, ask Hertz Claim Management for the evidence and check the state limits on what you owe.","evidence":["rental agreement","Vehicle Incident Report","your photos at pickup and return","damage bill","LDW election","insurance and card benefit details"],"steps":[{"do":"Note pre-existing damage at pickup and report it through the support form (\"Pre-existing body damage when rented\") if it was missed.","channel":"customer-support-form"},{"do":"For a damage claim, contact First Notice of Loss with the rental agreement number on every page.","channel":"first-notice-of-loss-email"},{"do":"Ask in writing for photos, the repair estimate or invoice, and how the administrative fee and loss of use were calculated.","channel":"first-notice-of-loss-email"},{"do":"If you bought LDW, cite it; if not, send the claim to your auto insurer or card benefit administrator."},{"do":"If Hertz bills an unsupported amount, dispute it with your card issuer or in small claims court."}],"facts":[{"kind":"limit","claim":"Hertz US terms say that in most states your responsibility for loss or damage extends to the full value of the car at rental less salvage value, plus towing, storage impound fees, an administrative fee and a reasonable charge for loss of use.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"limit","claim":"In California your responsibility will in no event exceed the fair market value plus actual towing, storage, impound and administrative charges; in Illinois it is limited to $15,500.00 for causes other than theft and $2,000.00 for theft unless the theft results from your fault.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"policy","claim":"The optional Loss Damage Waiver relieves you of all financial responsibility for loss or damage to the rental car if the car is used according to the Rental Agreement; you are not required to buy it.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Get the receipt, then call the billing line or use the support form for fuel, cleaning or toll charges.","evidence":["receipt","rental agreement","fuel gauge and odometer photos at return","toll records"],"steps":[{"do":"Request the receipt online.","channel":"receipt-request"},{"do":"Call the past-rental billing line with the receipt and the correct amount.","channel":"billing-phone"},{"do":"Put it in writing through the support form (\"Past Rental\", \"Vehicle did not have full tank when rented\" or \"Vehicle was not cleaned\").","channel":"customer-support-form"},{"do":"If not corrected, dispute the charge with your card issuer."}]},{"issue":"deposit_refund","summary":"Hertz places an authorization hold on top of the estimated charges; ask the billing line and your bank if it is not released.","evidence":["rental agreement","return receipt","card statement showing the hold"],"steps":[{"do":"Compare the hold with the amounts in the US rental terms for your vehicle class and card type."},{"do":"If the hold is not released after return, call the billing line, then your card issuer.","channel":"billing-phone"}],"facts":[{"kind":"limit","claim":"For US credit card rentals Hertz places an authorization of up to USD 200.00 on top of estimated charges (USD 300.00-900.00 for some SUV and premium classes); debit card rentals need funds for estimated charges plus up to USD 500.00. These funds are not available for your use.","issues":["deposit_refund"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz takes additional authorization holds if the vehicle is not returned at the date and time on the agreement or the rental terms change and add charges.","issues":["deposit_refund"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+","last_verified":"2026-10-12"}]}],"known_blockers":["hertz.com contact pages render with JavaScript and may not load for automated fetches.","The First Notice of Loss contacts come from an April 2021 form; confirm them on current claim correspondence."],"official_domains":["hertz.com","hertz.it"],"security":{"never_asks":[{"kind":"policy","claim":"In a scam warning for rentals in Italy, Hertz says it never requests payment for rentals by bank transfer or prepaid card top-up; a request for such an external payment in the name of a private individual is very likely fraudulent.","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hertz warns that scammers using clone websites or posing as rental-location staff contact customers by email or WhatsApp and ask for payment to bank accounts or prepaid cards not registered to Hertz (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz warns that scammers post incorrect or spoofed phone numbers on information sites such as Google Maps, Yellow Pages and White Pages, so callers reach a scammer who demands extra payments; use only contact details from the Hertz website (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}]}},{"id":"sixt","name":"SIXT (USA)","aliases":["sixt rent a car","sixt car rental","sixt usa"],"sector":"car_rental","website":"https://www.sixt.com","account_url":"https://www.sixt.com/help-center/articles/invoice/","regulators":["ftc"],"notes":"SIXT US rentals. Tolls, violations and damage claims are billed separately from the final invoice. SIXT+ car subscriptions have separate terms and are not covered. Values come from sixt.com pages as shown in official-domain search results; sixt.com returned HTTP 403 to direct fetches. Fee amounts can differ by state and agreement version.","channels":[{"id":"customer-service-phone","type":"phone","label":"SIXT USA customer service (1-888-SIXT-CAR)","value":"+1-888-749-8227","purposes":["billing_error","deposit_refund","reservation_problem","poor_service"],"notes":"Relay calls are accepted for deaf and hard-of-hearing customers.","source":"https://www.sixt.com/help-center/articles/invoice/","last_verified":"2026-10-12"},{"id":"damage-roadside-phone","type":"phone","label":"SIXT USA damage and breakdown line (report damage by phone first, then in writing)","value":"+1-888-749-8543","hours":"24/7","purposes":["damage_claim","safety_incident"],"source":"https://www.sixt.com/help-center/articles/vehicle-damage/","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"SIXT Customer Claims / Liability Department (USA)","value":"+1-888-749-8555","purposes":["damage_claim"],"notes":"The accident FAQ says to choose option 1 for the Liability Department.","source":"https://www.sixt.com/faqs/commercial-claims/","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"SIXT USA claims management","value":"claimsmanagement-usa@sixt.com","purposes":["damage_claim"],"notes":"Put your SIXT damage number in the subject line.","source":"https://www.sixt.com/files/helpenter/insurance-categories/credit-card-insurance/mastercard.pdf","last_verified":"2026-10-12"},{"id":"invoices","type":"portal","label":"My Bookings invoices and Customer Support request form","value":"https://www.sixt.com/help-center/articles/invoice/","purposes":["billing_error"],"access":"login","notes":"Final invoices appear within 3 days of return; self-service covers rentals up to 6 months old, older copies by support ticket.","source":"https://www.sixt.com/help-center/articles/invoice/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"invoices","note":"For damage claims, write to claims management and ask for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"SIXT US terms require individual AAA arbitration after notice and 30 days, with jury and class waivers."},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Report damage by phone at once and confirm in writing; deal with SIXT claims management using the damage number.","evidence":["rental agreement","SIXT damage number","police report and incident number","your photos at pickup and return","insurance or card benefit claim details"],"steps":[{"do":"Report any damage immediately by phone, then confirm it in writing. After an accident, get a police report and keep the incident number.","channel":"damage-roadside-phone"},{"do":"Write to claims management with the damage number in the subject line; ask for photos, the repair invoice or estimate, and how fees were calculated.","channel":"claims-email"},{"do":"Give SIXT your credit card insurer's claim details if you use card coverage; SIXT says it cannot bill the card insurer without them."},{"do":"If the claim is unsupported, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"SIXT says that if you are not at fault, pursuing the other party does not absolve you of your contractual obligation to pay SIXT for the damage.","issues":["damage_claim"],"source":"https://www.sixt.com/help-center/articles/vehicle-damage/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Toll and cleaning fees follow the rental terms; ask customer support through the request form with the rental agreement number.","evidence":["invoice","rental agreement","toll statements","photos of the car's condition at return"],"steps":[{"do":"Download the final invoice from My Bookings (within 3 days of return).","channel":"invoices"},{"do":"Send the question through the Customer Support request form or call customer service with the rental agreement number.","channel":"customer-service-phone"},{"do":"If not corrected, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"SIXT's US terms charge an administrative fee of $15.99 per usage day, up to $99 per rental agreement, plus the toll, when an automated toll lane is used without your own transponder or a SIXT toll product.","issues":["billing_error"],"source":"https://www.sixt.com/shared/t-c/sixt_US_en_CALIFORNIA.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"The California rental agreement allows a reasonable cleaning fee not to exceed $400 if the car is returned substantially less clean or with evidence of smoking or vaping; SIXT's US fleet is smoke-free.","issues":["billing_error"],"source":"https://www.sixt.com/shared/t-c/sixt_US_en_CALIFORNIA.pdf","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"SIXT releases the deposit hold shortly after return; the bank then takes several business days.","evidence":["rental agreement","return time","card statement showing the hold"],"steps":[{"do":"Wait the bank's clearing time after return."},{"do":"If the hold is still there after that, call customer service, then your card issuer.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"SIXT says the deposit is released within one business day after return, and the bank clears the hold within 3-10 business days depending on the card type.","issues":["deposit_refund"],"source":"https://www.sixt.com/help-center/articles/how-much-deposit-does-sixt-take-and-what-determines-the-amount/","last_verified":"2026-10-12"},{"kind":"limit","claim":"SIXT's US deposit for standard vehicles is the rental amount plus USD 300 at some locations and plus USD 200 at others; some non-airport branches in Texas, Colorado, Louisiana, Minnesota, Illinois and Indiana require more.","issues":["deposit_refund"],"source":"https://www.sixt.com/help-center/articles/how-much-deposit-does-sixt-take-in-the-usa/","last_verified":"2026-10-12"}]}],"known_blockers":["sixt.com returns HTTP 403 to automated fetches.","Invoices and the support request form are in My Bookings and may need sign-in."],"official_domains":["sixt.com"],"security":{"never_asks":[{"kind":"policy","claim":"SIXT says it will never ask for your SIXT account user name or password by email.","source":"https://www.sixt.com/pages/privacy/","last_verified":"2026-10-04"}]}},{"id":"turo","name":"Turo","aliases":["turo inc","turo car sharing"],"sector":"car_rental","website":"https://turo.com","account_url":"https://turo.com/us/en/help","regulators":["ftc"],"notes":"Turo is a peer-to-peer car sharing marketplace; each trip is with an independent host. Damage claims, reimbursement invoices (fuel, tolls, cleaning, smoking) and their disputes run inside Turo. Turo's cancellation policy page was last revised in April 2026. Values come from turo.com and help.turo.com pages as shown in official-domain search results; turo.com returned HTTP 403 and help.turo.com article bodies did not render for direct fetches.","channels":[{"id":"help-center","type":"portal","label":"Turo Help Center - Contact Turo","value":"https://turo.com/us/en/help","purposes":["billing_error","damage_claim","deposit_refund","refund_request","reservation_problem","safety_incident"],"access":"login","source":"https://turo.com/us/en/help","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Turo Claims (US guests)","value":"claims@turo.com","purposes":["damage_claim"],"notes":"If a claims associate already emailed you, reply to that thread instead. Allow two business days; claims staff cannot address other issues.","source":"https://help.turo.com/en_us/how-guests-can-contact-claims-SJw1BNxE5","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Turo Claims, urgent claims-related issues only (US guests)","value":"+1-415-275-6141","hours":"Monday-Saturday 5 am to 5 pm PT, excluding holidays","purposes":["damage_claim"],"notes":"A Turo host help page lists +1-415-965-4525 for US claims; confirm in the Turo app.","source":"https://help.turo.com/en_us/how-guests-can-contact-claims-SJw1BNxE5","last_verified":"2026-10-12"},{"id":"notice-of-dispute-email","type":"email","label":"Turo notice of dispute (required before arbitration)","value":"noticeofdispute@turo.com","purposes":["billing_error","damage_claim"],"source":"https://turo.com/us/en/policies/terms","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Turo arbitration opt-out notice","value":"ARBITRATIONOPTOUT@TURO.COM","notes":"Must arrive within 30 days after first accepting the terms or before your first trip, whichever is earlier; include full name, full street address and the account email.","source":"https://turo.com/us/en/policies/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","channel":"claims-email","note":"For damage claims, ask for photos, repair invoices and the vehicle's trip history."},{"rung":"payment_dispute","note":"Turo's chargeback policy restricts accounts that dispute Turo charges with the bank; use Turo's dispute process first."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-email","note":"Notice of dispute and informal negotiation first; Phoenix, Arizona forum clause."},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Try to settle with the host first; escalate to Turo within 20 days of trip end, and answer the claims associate with photos.","evidence":["trip photos at check-in and check-out","the host's damage invoice and photos","messages with the host","your insurance or protection plan details"],"steps":[{"do":"Take photos at the start and end of every trip in the Turo app."},{"do":"If the host sends a damage invoice, dispute it from the invoice (\"Dispute\") and explain why.","channel":"help-center"},{"do":"If you cannot agree with the host, escalate to Turo within 20 days of the trip's end so Turo takes over the claim."},{"do":"If the host files a claim with Turo, reply to the claims associate's email with your photos and evidence.","channel":"claims-email"},{"do":"Do not pay the host outside Turo; Turo treats that as a gray market transaction."}],"facts":[{"kind":"deadline","claim":"For a damage invoice you cannot settle with the host, you have 20 days from the trip's end to escalate to Turo and have Turo take over the claim.","issues":["damage_claim"],"source":"https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Hosts must report damage no more than 24 hours after the trip ends to start the resolution process; if a host files a claim, a claims associate emails the guest within one business day.","issues":["damage_claim"],"source":"https://help.turo.com/en_us/reporting-and-resolving-damage-or-us-hosts-SymY8VlN5","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute a host's reimbursement invoice within 48 hours from the invoice; Turo decides on photo evidence if the host escalates.","evidence":["the invoice","your fuel gauge and odometer photos","toll records","cleaning photos at drop-off"],"steps":[{"do":"Open the invoice from the email, notification or trip Details page within 48 hours and tap \"Dispute\", naming the charge and the reason.","channel":"help-center"},{"do":"The host then has 72 hours to cancel, revise or escalate to Turo support. Send clear photos if it is escalated."},{"do":"Check that the host met the submission deadline for the charge type (72 hours for fuel and cleaning, 90 days for tolls)."},{"do":"If Turo rules against you and you still disagree, send a notice of dispute.","channel":"notice-of-dispute-email"}],"facts":[{"kind":"deadline","claim":"Guests have up to 48 hours to pay or dispute a host's reimbursement invoice; the host then has 72 hours to cancel it, send a revised invoice, or escalate to Turo support.","issues":["billing_error"],"source":"https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Hosts must invoice fuel or charging and cleaning or smoking issues no more than 72 hours after the trip ends, and tolls and tickets no more than 90 days after; late toll notices must go to support within 30 days of notification and 180 days of trip end.","issues":["billing_error"],"source":"https://help.turo.com/en_us/reimbursement-invoice-guidelines-hosts-SyCDS4eVc","last_verified":"2026-10-12"},{"kind":"fee","claim":"Turo's US smoking violation fee is $150, and its cleaning policy violation fee is $150 plus a 3% Turo admin fee.","issues":["billing_error"],"source":"https://help.turo.com/en_us/reimbursement-invoice-guidelines-hosts-SyCDS4eVc","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Turo refunds the security deposit 80 hours after the trip if there is no damage report or unpaid invoice; the bank then takes several days.","evidence":["trip end time","checkout page showing the deposit","card statement"],"steps":[{"do":"Wait 80 hours after the trip ends plus the bank's processing time."},{"do":"If the deposit is still held, check for a damage report or unpaid invoice in the trip, then contact Turo through the Help Center.","channel":"help-center"}],"facts":[{"kind":"deadline","claim":"Turo automatically refunds the security deposit 80 hours after the trip ends if no damage was reported, there are no unpaid eligible invoices, and the guest is not responsible for roadside service costs; banks typically take three to five business days for credit cards and 10 business days for debit cards.","issues":["deposit_refund"],"source":"https://help.turo.com/en_us/security-deposits-us-HkbE44lE9","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Free cancellation until 24 hours before the trip; a host cancellation gives a full refund.","evidence":["trip ID","booking and cancellation times","host cancellation notice"],"steps":[{"do":"Cancel at least 24 hours before the trip start for a full refund (or within one hour of booking if you booked less than 24 hours ahead)."},{"do":"If the host cancels, rebook within 24 hours with the trip funds or wait for the automatic full refund."},{"do":"Ask Turo for an exception for flight or train delays, lost baggage, a dirty or unsafe car, or other extenuating circumstances.","channel":"help-center"}],"facts":[{"kind":"deadline","claim":"Guests may cancel free of charge up to 24 hours before the trip start; guests who book within 24 hours of the start have one hour after booking to cancel free. Non-refundable trips can be cancelled for a full refund within 24 hours after booking.","issues":["refund_request"],"source":"https://turo.com/us/en/policies/cancellation","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a host cancels, the guest receives a full refund; the funds stay available for 24 hours to rebook, then Turo refunds them automatically.","issues":["refund_request","reservation_problem"],"source":"https://turo.com/us/en/policies/cancellation","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Turo's terms require parties to give notice of a dispute and try informal negotiation before arbitration; users who opt out of arbitration remain bound by the forum selection clause for Phoenix, Arizona.","source":"https://turo.com/us/en/policies/terms","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Turo says never to dispute a Turo charge with your bank; it violates Turo's chargeback policy, restricts the account and delays resolution. Use the invoice dispute process first.","issues":["billing_error","damage_claim"],"source":"https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests","last_verified":"2026-10-12"}],"known_blockers":["Disputes, invoices and the Help Center contact flow require sign-in to the Turo account.","turo.com returns HTTP 403 to automated fetches.","A bank chargeback against Turo leads to account restrictions under Turo's chargeback policy."],"official_domains":["turo.com"],"security":{"never_asks":[{"kind":"policy","claim":"Turo says it will never ask for your Turo email verification codes, login information, security codes, SMS codes or verification codes, or for bank account information, credit card numbers, passwords or your Social Security number.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Turo says it will never call you to request payment for a trip by gift card, and will never threaten to close your account if you do not confirm, verify or authenticate personal information by email.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Turo says it sends only one-time passcodes through WhatsApp (in some countries, from its Meta-verified profile) and never sends other messages, including links, through WhatsApp.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-host-Sy8k9Tjlx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"People posing as Turo representatives contact users by phone, email, text message or WhatsApp and ask for sensitive information to get access to their account or personal data.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-host-Sy8k9Tjlx","last_verified":"2026-10-12"},{"kind":"policy","claim":"Turo warns that phishing emails can look like official Turo emails and try to send you to a fake website or a non-Turo phone number; do not trust an email that claims to be from Turo but does not come from an official Turo email domain listed on its fraud page, even if the address contains the word Turo or an employee's name.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Turo warns of fake job-offer emails; if a job opening is not listed on Turo's careers page, the posting is not legitimate.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails, fake website addresses and scam call or text details to Turo","value":"spoof@turo.com","notes":"Forward the entire suspicious email. Do not change the subject line and do not forward it as an attachment.","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq","last_verified":"2026-10-12"},{"id":"account-services-email","type":"email","label":"Report unauthorized account changes, charges or trips","value":"account-services@turo.com","source":"https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq","last_verified":"2026-10-12"}]}},{"id":"equifax","name":"Equifax","aliases":["equifax inc","equifax information services","myequifax"],"sector":"credit_bureau","parent":"Equifax Inc.","website":"https://www.equifax.com/personal/","account_url":"https://my.equifax.com/membercenter/#/login","official_domains":["equifax.com","annualcreditreport.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC says an email, pop-up ad or phone call from someone claiming to be from AnnualCreditReport.com or any of the credit bureaus is probably a scam. AnnualCreditReport.com and the credit bureaus will not email you asking for your Social Security number or account information.","source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC says only one website, AnnualCreditReport.com, is authorized to fill orders for the free annual credit reports you are entitled to by law. Other sites pretend to be associated with it or claim to offer free credit reports, free credit scores or free credit monitoring.","source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC says companies that promise to repair your credit cannot remove true information, and it is illegal for credit repair companies to charge you before they help you. Scammers insist you pay first, tell you not to contact the credit bureaus directly, or tell you to lie on credit applications or file a false identity theft report.","source":"https://consumer.ftc.gov/articles/fixing-your-credit-faqs","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Equifax Inc. (NYSE: EFX, Atlanta) is the parent. The consumer credit file is held by Equifax Information Services LLC, the name used on dispute, freeze and fraud alert mail. In 2026 Equifax Inc. signed an agreement to acquire Círculo de Crédito (Mexico); this does not change US consumer channels.","channels":[{"id":"dispute-online","type":"portal","label":"Online credit report dispute (myEquifax)","value":"https://www.equifax.com/personal/credit-report-services/credit-dispute/","purposes":["credit_report_error","debt_collection"],"access":"login","notes":"The \"Submit a dispute\" button goes to https://my.equifax.com/consumer-registration/rest/1.0/redirectPartnerTenant?intent=DISPUTE. New users must create a myEquifax account first (age 18 or older). You may need to upload documents such as a driver's license or utility bill. Dispute status is also checked by signing in.","source":"https://www.equifax.com/personal/credit-report-services/credit-dispute/","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"Credit report dispute by mail","value":"Equifax Information Services, LLC, P.O. Box 740256, Atlanta, GA 30374-0256","purposes":["credit_report_error","debt_collection"],"access":"open","notes":"Include copies of supporting documents. Equifax publishes a dispute form at https://assets.equifax.com/assets/personal/Dispute.pdf. The FTC page lists ZIP 30348 for this box; Equifax's own page shows 30374-0256. Results of a mailed dispute come back by U.S. mail.","source":"https://www.equifax.com/personal/help/article-list/-/h/a/mail-in-credit-report-dispute/","last_verified":"2026-10-12"},{"id":"customer-care-phone","type":"phone","label":"1-888-EQUIFAX customer care (disputes, consumer statements, freezes)","value":"+1-888-378-4329","hours":"9:00 am to 9:00 pm ET Monday through Friday; 9:00 am to 6:00 pm ET Saturday and Sunday","purposes":["credit_report_error","debt_collection","account_access"],"notes":"Equifax's own dispute pages give this number for phone disputes and for adding a consumer statement. The CFPB and FTC list (866) 349-5191 for Equifax disputes; Equifax's site shows that number for requesting additional report copies. Have the dispute confirmation number ready to check a dispute's status.","source":"https://www.equifax.com/personal/contact-us/","last_verified":"2026-10-12"},{"id":"freeze-online","type":"portal","label":"Place, lift or remove a security freeze online","value":"https://www.equifax.com/personal/credit-report-services/credit-freeze/","purposes":["fraud"],"access":"login","notes":"Needs a myEquifax account (age 18 or older).","source":"https://www.equifax.com/personal/help/article-list/-/h/a/place-lift-remove-security-freeze/","last_verified":"2026-10-12"},{"id":"freeze-phone","type":"phone","label":"Security freeze by phone","value":"+1-888-298-0045","purposes":["fraud"],"access":"human_only","notes":"The caller must verify identity. The myEquifax terms page lists a different automated freeze line, 800-685-1111; the freeze page and the freeze help article list (888) 298-0045.","source":"https://www.equifax.com/personal/credit-report-services/credit-freeze/","last_verified":"2026-10-12"},{"id":"freeze-mail","type":"mail","label":"Security freeze requests by mail","value":"Equifax Information Services LLC, P.O. Box 105788, Atlanta, GA 30348-5788","purposes":["fraud"],"access":"open","notes":"Use the Security Freeze Request Form (https://assets.equifax.com/assets/personal/Security_Freeze_Request_Form.pdf) with copies of identity and address documents.","source":"https://www.equifax.com/terms/myequifaxterms/","last_verified":"2026-10-12"},{"id":"fraud-alert-online","type":"portal","label":"Place a fraud alert or active duty alert online","value":"https://www.equifax.com/personal/credit-report-services/credit-fraud-alerts/","purposes":["fraud"],"access":"login","notes":"Online placement goes through myEquifax (https://my.equifax.com/consumer-registration/rest/1.0/redirectPartnerTenant?intent=FRAUD_ALERT). Equifax needs an active Equifax credit file to place an alert. A 7-year extended alert needs the Extended Fraud Alert Request Form and a police report or FTC Identity Theft Report.","source":"https://www.equifax.com/personal/help/article-list/-/h/a/place-fraud-active-duty-alert/","last_verified":"2026-10-12"},{"id":"fraud-alert-phone","type":"phone","label":"Initial fraud alert or active duty alert by phone","value":"+1-800-525-6285","purposes":["fraud"],"notes":"The help article and the myEquifax terms page list this number. The fraud alert product page lists an automated line, 888-836-6351, which the terms page labels as Customer Care.","source":"https://www.equifax.com/personal/help/article-list/-/h/a/place-fraud-active-duty-alert/","last_verified":"2026-10-12"},{"id":"fraud-alert-mail","type":"mail","label":"Initial fraud alert or active duty alert by mail","value":"Equifax Information Services LLC, P.O. Box 105069, Atlanta, GA 30348-5069","purposes":["fraud"],"access":"open","notes":"Use the Fraud Alert Request Form (https://assets.equifax.com/assets/personal/Fraud_Alert_Request_Form.pdf). Extended 7-year alerts go to the address on the extended alert form.","source":"https://www.equifax.com/personal/help/article-list/-/h/a/place-fraud-active-duty-alert/","last_verified":"2026-10-12"},{"id":"cancel-product-phone","type":"phone","label":"Cancel an Equifax product","value":"+1-866-640-2273","hours":"9am-9pm ET Monday-Friday; 9am-6pm ET Saturday and Sunday","purposes":["cancel_service"],"source":"https://www.equifax.com/personal/help/article-list/-/h/a/help-contact-equifax/","last_verified":"2026-10-12"},{"id":"annualcreditreport","type":"portal","label":"AnnualCreditReport.com (free reports from all three bureaus)","value":"https://www.annualcreditreport.com/index.action","purposes":["credit_report_error","debt_collection","fraud"],"access":"open","notes":"The only site authorized under federal law to fill orders for the free reports. It blocks some automated requests.","source":"https://www.annualcreditreport.com/index.action","last_verified":"2026-10-12"},{"id":"annualcreditreport-phone","type":"phone","label":"Annual Credit Report request line","value":"+1-877-322-8228","purposes":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"id":"annualcreditreport-mail","type":"mail","label":"Annual Credit Report request by mail","value":"Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281","purposes":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"}],"escalation":[{"rung":"written_complaint","channel":"dispute-online","note":"Or dispute by mail (dispute-mail). Also dispute with the company that supplied the data."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"credit_report_error","summary":"Get the report, dispute each wrong item online or by mail with proof, and also dispute it with the lender that reported it.","evidence":["Equifax credit report page with the error","proof of the correct information","copy of government ID","proof of current address"],"steps":[{"do":"Get a free Equifax report from AnnualCreditReport.com and mark each wrong item.","channel":"annualcreditreport"},{"do":"File the dispute online through myEquifax and upload proof. Save the confirmation number.","channel":"dispute-online"},{"do":"If you cannot use myEquifax, mail the dispute form with copies (not originals) of the proof.","channel":"dispute-mail"},{"do":"Dispute the item with the lender or creditor that reported it, too.","note":"Equifax says this is a good first step, especially for name or address errors."},{"do":"If you disagree with the result, file a new dispute with more documents, or add a consumer statement of 100 words or less.","channel":"customer-care-phone"},{"do":"If Equifax does not fix a verified error, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Equifax says it will notify you of the results of its dispute investigation within 30 days of the dispute request.","issues":["credit_report_error"],"source":"https://www.equifax.com/personal/credit-report-services/credit-dispute/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the dispute results do not satisfy you, you can ask Equifax to add a consumer statement of 100 words or less, by mail to P.O. Box 740256 or by phone at 1-888-378-4329.","issues":["credit_report_error"],"source":"https://www.equifax.com/personal/help/article-list/-/h/a/steps-dispute-credit-investigation-results/","last_verified":"2026-10-12"},{"kind":"process","claim":"The bureau must forward your evidence to the business that reported the information, give you the results in writing, and give you a free copy of the report if the dispute changes it.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/disputing-errors-your-credit-reports","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a bureau decides a dispute is frivolous or irrelevant, it must notify you within five business days and explain why.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-on-my-credit-report-en-314/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Dispute a wrong collection account with Equifax and ask the debt collector in writing for validation.","evidence":["collection letter","proof of payment or proof the debt is not yours","Equifax credit report page with the collection"],"steps":[{"do":"Ask the debt collector in writing for the validation information (creditor name, amount, how to dispute). Keep copies.","note":"CFPB sample letters cover \"I do not owe this debt\" and \"I need more information about this debt\"."},{"do":"Dispute the collection account with Equifax online or by mail. Attach proof of payment or proof the debt is not yours.","channel":"dispute-online"},{"do":"If the collector or Equifax does not correct it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"A credit reporting company generally can report most negative information for seven years; bankruptcies can stay for up to ten years.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-long-does-negative-information-remain-on-my-credit-report-en-323/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Debt collectors generally must provide validation information within five days of the initial communication; some requests must be made within 30 days of being contacted.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/ask-cfpb/what-should-i-do-if-a-debt-collector-has-reported-a-debt-on-my-credit-report-that-isnt-mine-en-1695/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"For identity theft, place a free fraud alert (one bureau tells the other two) and a free security freeze at each bureau.","evidence":["FTC Identity Theft Report or police report (for an extended alert)","copy of government ID","proof of address"],"steps":[{"do":"Place an initial fraud alert online, by phone or by mail. Equifax sends the request to Experian and TransUnion.","channel":"fraud-alert-online"},{"do":"Place a security freeze with Equifax. Repeat at Experian and TransUnion, because a freeze is per bureau.","channel":"freeze-online"},{"do":"For a 7-year extended alert, send the Extended Fraud Alert Request Form with a police report or FTC Identity Theft Report.","channel":"fraud-alert-mail"},{"do":"Dispute accounts you did not open.","channel":"dispute-online"}],"facts":[{"kind":"limit","claim":"An initial fraud alert or active duty alert lasts one year; identity theft victims with a police or FTC identity theft report can request a seven-year extended fraud alert.","issues":["fraud"],"source":"https://www.equifax.com/personal/help/article-list/-/h/a/place-fraud-active-duty-alert/","last_verified":"2026-10-12"},{"kind":"process","claim":"When you place an initial alert with one bureau, that bureau sends a request to the other two bureaus to do the same.","issues":["fraud"],"source":"https://www.equifax.com/personal/help/article-list/-/h/a/place-fraud-active-duty-alert/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A bureau must place a freeze within one business day of a phone or online request and lift it within one hour; for a mailed request it has up to three business days.","issues":["fraud"],"source":"https://www.consumerfinance.gov/ask-cfpb/what-is-a-credit-freeze-or-security-freeze-on-my-credit-report-en-1341/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Placing, temporarily lifting, or removing a security freeze with Equifax is free.","issues":["fraud"],"source":"https://www.equifax.com/personal/credit-report-services/credit-freeze/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Fraud alerts, extended fraud alerts and active duty alerts with Equifax are free.","issues":["fraud"],"source":"https://www.equifax.com/personal/credit-report-services/credit-fraud-alerts/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The three bureaus have permanently extended the program that lets you check your credit report from each of them once a week for free at AnnualCreditReport.com.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under various settlements, Equifax makes at least six additional free Equifax credit reports each year available online on annualcreditreport.com until December 31, 2026.","issues":["credit_report_error"],"source":"https://www.equifax.com/personal/credit-report-services/multiple-free-credit-reports/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the lender or creditor that reported the information directly as a first step, especially for name or address errors.","issues":["credit_report_error"],"source":"https://www.equifax.com/personal/help/article-list/-/h/a/correct-dispute-information-credit-reports/","last_verified":"2026-10-12"},{"kind":"official","text":"Keep the dispute confirmation number; Equifax needs it to give a status update by phone or mail.","issues":["credit_report_error"],"source":"https://www.equifax.com/personal/help/article-list/-/h/a/check-status-credit-report-dispute/","last_verified":"2026-10-12"}],"known_blockers":["Online disputes, freezes and fraud alerts need a myEquifax account (age 18 or older), which the account holder must create and sign in to.","Disputes may need uploaded identity or address documents, such as a driver's license or utility bill.","The freeze phone line asks the caller to verify identity, so the account holder must call.","A fraud alert needs an active Equifax credit file."]},{"id":"experian","name":"Experian","aliases":["experian plc"],"sector":"credit_bureau","parent":"Experian plc","website":"https://www.experian.com/","account_url":"https://usa.experian.com/login/index","official_domains":["experian.com","experianplc.com","annualcreditreport.com"],"security":{"known_scams":[{"kind":"policy","claim":"Experian says scammers may try to trick you into entering your personal information on look-alike versions of AnnualCreditReport.com, or send spoofed emails that look like they come from the site and link to a scammer's site.","source":"https://www.experian.com/blogs/ask-experian/is-annualcreditreport-com-safe/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC says an email, pop-up ad or phone call from someone claiming to be from AnnualCreditReport.com or any of the credit bureaus is probably a scam. AnnualCreditReport.com and the credit bureaus will not email you asking for your Social Security number or account information.","source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC says companies that promise to repair your credit cannot remove true information, and it is illegal for credit repair companies to charge you before they help you. Scammers insist you pay first, tell you not to contact the credit bureaus directly, or tell you to lie on credit applications or file a false identity theft report.","source":"https://consumer.ftc.gov/articles/fixing-your-credit-faqs","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Experian plc is listed on the London Stock Exchange (EXPN) with its corporate headquarters in Dublin, Ireland. US consumer credit reports, disputes, freezes and fraud alerts are handled through experian.com. No 2025-2026 rename or ownership change was found.","channels":[{"id":"dispute-online","type":"portal","label":"Experian Dispute Center (online dispute)","value":"https://www.experian.com/help/dispute-credit/","purposes":["credit_report_error","debt_collection"],"access":"login","notes":"Needs a free Experian account (\"Sign up to start a new dispute\"); sign-in is at https://usa.experian.com/login/index?br=exp&it=dsp. Documents such as a utility bill or government ID can be uploaded.","source":"https://www.experian.com/help/dispute-credit/","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"Dispute by mail","value":"Experian, P.O. Box 4500, Allen, TX 75013","purposes":["credit_report_error","debt_collection"],"access":"open","notes":"Include full name with middle initial, date of birth, Social Security number, addresses for the past two years, a copy of a government-issued ID, a recent bill or statement showing the current address, and a description of each disputed item. Send copies, not originals; Experian does not return them.","source":"https://www.experian.com/help/dispute-credit/","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"1-888-EXPERIAN (fraud alerts, security freezes, identity theft, free report)","value":"+1-888-397-3742","purposes":["fraud","credit_report_error"],"notes":"For phone disputes, Experian says to get your personal credit report first and call the number displayed on that report. The CFPB lists (888) 397-3742 \"or the number on your credit report\" for Experian disputes.","source":"https://www.experian.com/help/contact/","last_verified":"2026-10-12"},{"id":"freeze-online","type":"portal","label":"Add, remove or schedule a security freeze online","value":"https://www.experian.com/help/credit-freeze/","purposes":["fraud"],"access":"login","notes":"Needs a free Experian account. A PIN is no longer needed to manage an Experian freeze.","source":"https://www.experian.com/help/credit-freeze/","last_verified":"2026-10-12"},{"id":"freeze-mail","type":"mail","label":"Security freeze by mail","value":"Experian Security Freeze, P.O. Box 9554, Allen, TX 75013","purposes":["fraud"],"access":"open","notes":"Include full name, Social Security number, addresses for the past two years, date of birth, and copies of a government-issued ID and a utility bill or bank statement.","source":"https://www.experian.com/help/credit-freeze/","last_verified":"2026-10-12"},{"id":"fraud-alert-online","type":"portal","label":"Add a fraud alert online","value":"https://www.experian.com/help/fraud-alert/","purposes":["fraud"],"access":"login","notes":"Needs a free Experian account (\"Sign up to add a fraud alert\"). Sign-in is at https://usa.experian.com/login/index?br=exp&it=fra.","source":"https://www.experian.com/help/fraud-alert/","last_verified":"2026-10-12"},{"id":"fraud-alert-mail","type":"mail","label":"Fraud alert by mail","value":"Experian, P.O. Box 9554, Allen, TX 75013","purposes":["fraud"],"access":"open","notes":"Include full name, Social Security number, addresses for the past two years, date of birth, a government ID, and a utility bill or bank statement. An extended alert needs an identity theft report, such as an FTC or police report.","source":"https://www.experian.com/fraud/center.html","last_verified":"2026-10-12"},{"id":"membership-phone","type":"phone","label":"Experian membership customer service","value":"+1-866-617-1894","hours":"Mon-Fri 8am-8pm CT; Sat-Sun 8am-6pm CT","purposes":["cancel_service","account_access","billing_error"],"source":"https://www.experian.com/help/contact/","last_verified":"2026-10-12"},{"id":"membership-mail","type":"mail","label":"Customer care by mail (memberships)","value":"experian.com, Attn. Customer Care, PO Box 2390, Allen, TX 75013","purposes":["cancel_service","billing_error"],"source":"https://www.experian.com/help/contact/","last_verified":"2026-10-12"},{"id":"virtual-assistant-chat","type":"chat","label":"EVA virtual assistant chat (signed in)","value":"https://usa.experian.com/login/index?br=exp&refUrl=%2Fmfe%2Fsupport%2Fhelp-center","hours":"24/7","purposes":["account_access","cancel_service"],"access":"login","source":"https://www.experian.com/help/contact/","last_verified":"2026-10-12"},{"id":"annualcreditreport","type":"portal","label":"AnnualCreditReport.com (free reports from all three bureaus)","value":"https://www.annualcreditreport.com/index.action","purposes":["credit_report_error","debt_collection","fraud"],"access":"open","notes":"The only site authorized under federal law to fill orders for the free reports. It blocks some automated requests.","source":"https://www.annualcreditreport.com/index.action","last_verified":"2026-10-12"},{"id":"annualcreditreport-phone","type":"phone","label":"Annual Credit Report request line (877 FACTACT)","value":"+1-877-322-8228","purposes":["credit_report_error"],"source":"https://www.experian.com/help/contact/","last_verified":"2026-10-12"},{"id":"annualcreditreport-mail","type":"mail","label":"Annual Credit Report request by mail","value":"Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281","purposes":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"}],"escalation":[{"rung":"written_complaint","channel":"dispute-online","note":"Or dispute by mail (dispute-mail). Also dispute with the company that supplied the data."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"credit_report_error","summary":"Get the report, dispute each wrong item in the Experian Dispute Center or by mail with proof, and also dispute it with the company that reported it.","evidence":["Experian credit report page with the error","proof of the correct information","copy of government ID","recent bill or statement showing current address"],"steps":[{"do":"Get a free Experian report from AnnualCreditReport.com and mark each wrong item.","channel":"annualcreditreport"},{"do":"Start the dispute in the Experian Dispute Center and upload proof.","channel":"dispute-online"},{"do":"If you cannot use the online center, mail the dispute with copies (not originals) of ID, proof of address and proof of the error.","channel":"dispute-mail"},{"do":"For a phone dispute, call the number shown on your Experian credit report.","channel":"consumer-phone"},{"do":"Dispute the item with the company that reported it, too."},{"do":"If Experian does not fix a verified error, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Experian says a dispute should generally be resolved within 30 days with its online dispute.","issues":["credit_report_error"],"source":"https://www.experian.com/help/dispute-credit/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Experian says most disputes are resolved within 30 days, but if the bureau asks for additional information after the investigation begins, it may take up to 45 days.","issues":["credit_report_error"],"source":"https://www.experian.com/blogs/ask-experian/credit-education/faqs/instructions-for-disputing-by-mail/","last_verified":"2026-10-12"},{"kind":"process","claim":"The bureau must forward your evidence to the business that reported the information, give you the results in writing, and give you a free copy of the report if the dispute changes it.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/disputing-errors-your-credit-reports","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a bureau decides a dispute is frivolous or irrelevant, it must notify you within five business days and explain why.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-on-my-credit-report-en-314/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Dispute a wrong collection account with Experian and ask the debt collector in writing for validation.","evidence":["collection letter","proof of payment or proof the debt is not yours","Experian credit report page with the collection"],"steps":[{"do":"Ask the debt collector in writing for the validation information (creditor name, amount, how to dispute). Keep copies.","note":"CFPB sample letters cover \"I do not owe this debt\" and \"I need more information about this debt\"."},{"do":"Dispute the collection account with Experian online or by mail. Attach proof of payment or proof the debt is not yours.","channel":"dispute-online"},{"do":"If the collector or Experian does not correct it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"A credit reporting company generally can report most negative information for seven years; bankruptcies can stay for up to ten years.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-long-does-negative-information-remain-on-my-credit-report-en-323/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Debt collectors generally must provide validation information within five days of the initial communication; some requests must be made within 30 days of being contacted.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/ask-cfpb/what-should-i-do-if-a-debt-collector-has-reported-a-debt-on-my-credit-report-that-isnt-mine-en-1695/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"For identity theft, place a free fraud alert (it applies at all three bureaus) and a free security freeze at each bureau.","evidence":["FTC Identity Theft Report or police report (for an extended alert)","copy of government ID","utility bill or bank statement"],"steps":[{"do":"Add a fraud alert online, by phone or by mail. It is applied at all three bureaus.","channel":"fraud-alert-online"},{"do":"Add a security freeze with Experian. Repeat at Equifax and TransUnion, because a freeze is per bureau.","channel":"freeze-online"},{"do":"For a 7-year extended alert, send an identity theft report (FTC or police report).","channel":"fraud-alert-mail"},{"do":"Dispute accounts you did not open.","channel":"dispute-online"}],"facts":[{"kind":"limit","claim":"An initial or active duty fraud alert lasts 1 year and an extended fraud alert lasts 7 years.","issues":["fraud"],"source":"https://www.experian.com/help/fraud-alert/","last_verified":"2026-10-12"},{"kind":"process","claim":"Requesting a fraud alert at any one of the credit bureaus automatically applies alerts at all three bureaus; to remove an alert you must contact each bureau.","issues":["fraud"],"source":"https://www.experian.com/fraud/center.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Experian says an online freeze or unfreeze happens in real time, and a mailed freeze or unfreeze request takes up to 3 days after Experian receives it.","issues":["fraud"],"source":"https://www.experian.com/help/credit-freeze/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A bureau must place a freeze within one business day of a phone or online request and lift it within one hour; for a mailed request it has up to three business days.","issues":["fraud"],"source":"https://www.consumerfinance.gov/ask-cfpb/what-is-a-credit-freeze-or-security-freeze-on-my-credit-report-en-1341/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Experian security freezes are free (\"Manage your freeze for free\").","issues":["fraud"],"source":"https://www.experian.com/help/credit-freeze/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Placing a fraud alert with Experian is free, with no credit card required.","issues":["fraud"],"source":"https://www.experian.com/help/fraud-alert/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The three bureaus have permanently extended the program that lets you check your credit report from each of them once a week for free at AnnualCreditReport.com.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Send photocopies, not originals, with a mailed dispute; Experian cannot return documents from a mailed dispute.","issues":["credit_report_error"],"source":"https://www.experian.com/disputes/main.html","last_verified":"2026-10-12"},{"kind":"official","text":"Experian prefers that a caller has a copy of the personal credit report first and calls the number displayed on it.","issues":["credit_report_error"],"source":"https://www.experian.com/help/contact/","last_verified":"2026-10-12"}],"known_blockers":["Online disputes, freezes and fraud alerts need a free Experian account that the account holder creates and signs in to.","Phone disputes go to the number printed on the consumer's own Experian report, so the consumer needs the report first.","Mailed requests need copies of a government ID, a proof-of-address document and the Social Security number."]},{"id":"transunion","name":"TransUnion","aliases":["trans union","transunion llc"],"sector":"credit_bureau","website":"https://www.transunion.com/","official_domains":["transunion.com","annualcreditreport.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC says an email, pop-up ad or phone call from someone claiming to be from AnnualCreditReport.com or any of the credit bureaus is probably a scam. AnnualCreditReport.com and the credit bureaus will not email you asking for your Social Security number or account information.","source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC says only one website, AnnualCreditReport.com, is authorized to fill orders for the free annual credit reports you are entitled to by law. Other sites pretend to be associated with it or claim to offer free credit reports, free credit scores or free credit monitoring.","source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC says companies that promise to repair your credit cannot remove true information, and it is illegal for credit repair companies to charge you before they help you. Scammers insist you pay first, tell you not to contact the credit bureaus directly, or tell you to lie on credit applications or file a false identity theft report.","source":"https://consumer.ftc.gov/articles/fixing-your-credit-faqs","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"TransUnion is the publicly traded parent; the consumer credit file and dispute center are run by TransUnion LLC. In July 2025 TransUnion notified about 4.4 million people of a breach of a third-party application. In 2025-2026 TransUnion bought Monevo (UK) and moved to take majority control of Trans Union de Mexico; these do not change US consumer channels. transunion.com and service.transunion.com returned HTTP 403 to automated fetches on 2026-10-12, so the values below come from CFPB and FTC pages.","channels":[{"id":"dispute-online","type":"portal","label":"Online credit report dispute","value":"https://dispute.transunion.com/","purposes":["credit_report_error","debt_collection"],"access":"login","notes":"Redirects to the TransUnion sign-in page (https://service.transunion.com/dss/login.page?dest=dispute); the consumer must sign in or create an account.","source":"https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-on-my-credit-report-en-314/","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"Credit report dispute by mail","value":"TransUnion LLC Consumer Dispute Center, P.O. Box 2000, Chester, PA 19016","purposes":["credit_report_error","debt_collection"],"access":"open","notes":"Send a letter that explains what is wrong and why, with copies (not originals) of proof. The FTC suggests certified mail with a return receipt. TransUnion's own mail instructions are at https://www.transunion.com/customer-support/dispute-by-mail.","source":"https://consumer.ftc.gov/articles/disputing-errors-your-credit-reports","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"TransUnion consumer line (phone disputes, security freeze)","value":"+1-800-916-8800","hours":"Monday-Friday 8 a.m.-11 p.m. ET; Saturday and Sunday 8 a.m.-5 p.m. ET","purposes":["credit_report_error","debt_collection","fraud"],"notes":"The CFPB lists this number to dispute by phone, to freeze a report, and as the direct company contact. For reports in Spanish, choose option 2.","source":"https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-on-my-credit-report-en-314/","last_verified":"2026-10-12"},{"id":"freeze-online","type":"portal","label":"Security freeze","value":"https://www.transunion.com/credit-freeze","purposes":["fraud"],"notes":"Listed by the CFPB as TransUnion's freeze page. Whether an account is needed could not be confirmed.","source":"https://www.consumerfinance.gov/consumer-tools/credit-reports-and-scores/consumer-reporting-companies/companies-list/trans-union/","last_verified":"2026-10-12"},{"id":"credit-help","type":"portal","label":"TransUnion credit help (fraud alerts)","value":"https://www.transunion.com/credit-help","purposes":["fraud"],"notes":"The FTC links this page for TransUnion credit help and fraud alerts. A fraud alert placed at Equifax or Experian is also passed to TransUnion.","source":"https://consumer.ftc.gov/articles/what-know-about-credit-freezes-fraud-alerts","last_verified":"2026-10-12"},{"id":"annualcreditreport","type":"portal","label":"AnnualCreditReport.com (free reports from all three bureaus)","value":"https://www.annualcreditreport.com/index.action","purposes":["credit_report_error","debt_collection","fraud"],"access":"open","notes":"The only site authorized under federal law to fill orders for the free reports. It blocks some automated requests.","source":"https://www.annualcreditreport.com/index.action","last_verified":"2026-10-12"},{"id":"annualcreditreport-phone","type":"phone","label":"Annual Credit Report request line","value":"+1-877-322-8228","purposes":["credit_report_error"],"source":"https://www.consumerfinance.gov/consumer-tools/credit-reports-and-scores/consumer-reporting-companies/companies-list/trans-union/","last_verified":"2026-10-12"},{"id":"annualcreditreport-mail","type":"mail","label":"Annual Credit Report request by mail","value":"Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281","purposes":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"}],"escalation":[{"rung":"written_complaint","channel":"dispute-online","note":"Or dispute by mail (dispute-mail). Also dispute with the company that supplied the data."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"credit_report_error","summary":"Get the report, dispute each wrong item online, by phone or by mail with proof, and also dispute it with the company that reported it.","evidence":["TransUnion credit report page with the error","proof of the correct information","copy of government ID","proof of current address"],"steps":[{"do":"Get a free TransUnion report from AnnualCreditReport.com and mark each wrong item.","channel":"annualcreditreport"},{"do":"File the dispute online and upload proof.","channel":"dispute-online"},{"do":"Or send a dispute letter that explains what is wrong and why, with copies of proof, by certified mail with a return receipt.","channel":"dispute-mail"},{"do":"Or dispute by phone.","channel":"consumer-phone"},{"do":"Dispute the item with the company that reported it, too."},{"do":"If TransUnion does not fix a verified error, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The credit bureau has 30 days to investigate a dispute, however it is filed.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/disputing-errors-your-credit-reports","last_verified":"2026-10-12"},{"kind":"process","claim":"The bureau must forward your evidence to the business that reported the information, give you the results in writing, and give you a free copy of the report if the dispute changes it.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/disputing-errors-your-credit-reports","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a bureau decides a dispute is frivolous or irrelevant, it must notify you within five business days and explain why.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-on-my-credit-report-en-314/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Dispute a wrong collection account with TransUnion and ask the debt collector in writing for validation.","evidence":["collection letter","proof of payment or proof the debt is not yours","TransUnion credit report page with the collection"],"steps":[{"do":"Ask the debt collector in writing for the validation information (creditor name, amount, how to dispute). Keep copies.","note":"CFPB sample letters cover \"I do not owe this debt\" and \"I need more information about this debt\"."},{"do":"Dispute the collection account with TransUnion online or by mail. Attach proof of payment or proof the debt is not yours.","channel":"dispute-online"},{"do":"If the collector or TransUnion does not correct it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"A credit reporting company generally can report most negative information for seven years; bankruptcies can stay for up to ten years.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-long-does-negative-information-remain-on-my-credit-report-en-323/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Debt collectors generally must provide validation information within five days of the initial communication; some requests must be made within 30 days of being contacted.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/ask-cfpb/what-should-i-do-if-a-debt-collector-has-reported-a-debt-on-my-credit-report-that-isnt-mine-en-1695/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"For identity theft, place a free fraud alert (one bureau tells the other two) and a free security freeze at each bureau.","evidence":["FTC Identity Theft Report or police report (for an extended alert)","copy of government ID","proof of address"],"steps":[{"do":"Place a fraud alert. One placed at Equifax or Experian also reaches TransUnion.","channel":"credit-help"},{"do":"Place a security freeze with TransUnion online or by phone. Repeat at Equifax and Experian, because a freeze is per bureau.","channel":"freeze-online"},{"do":"Dispute accounts you did not open.","channel":"dispute-online"}],"facts":[{"kind":"limit","claim":"An initial fraud alert lasts one year and can be renewed; an extended fraud alert lasts seven years; an active duty alert lasts one year.","issues":["fraud"],"source":"https://consumer.ftc.gov/articles/what-know-about-credit-freezes-fraud-alerts","last_verified":"2026-10-12"},{"kind":"process","claim":"The credit bureau you contact must tell the other two to place an initial fraud alert on your credit report.","issues":["fraud"],"source":"https://consumer.ftc.gov/articles/what-know-about-credit-freezes-fraud-alerts","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A bureau must place a freeze within one business day of a phone or online request and lift it within one hour; for a mailed request it has up to three business days.","issues":["fraud"],"source":"https://www.consumerfinance.gov/ask-cfpb/what-is-a-credit-freeze-or-security-freeze-on-my-credit-report-en-1341/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"There is no cost to place or lift a credit freeze, and a freeze lasts until you lift it.","issues":["fraud"],"source":"https://consumer.ftc.gov/articles/what-know-about-credit-freezes-fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"The three bureaus have permanently extended the program that lets you check your credit report from each of them once a week for free at AnnualCreditReport.com.","issues":["credit_report_error"],"source":"https://consumer.ftc.gov/articles/free-credit-reports","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"The CFPB recommends sending a dispute to the company that reported the information by certified mail; the furnisher generally must respond within 30 days.","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/ask-cfpb/how-do-i-dispute-an-error-on-my-credit-report-en-314/","last_verified":"2026-10-12"}],"known_blockers":["The online dispute redirects to a TransUnion sign-in page; the account holder must sign in or create an account.","transunion.com and service.transunion.com blocked automated page fetches (HTTP 403) on 2026-10-12."]},{"id":"becu","name":"BECU","aliases":["boeing employees credit union","boeing employees' credit union","becu credit union"],"sector":"credit_union","website":"https://www.becu.org","official_domains":["becu.org"],"security":{"never_asks":[{"kind":"policy","claim":"BECU will never call, email or text you asking for a one-time passcode, your account password, your debit card number or any other sensitive information.","source":"https://www.becu.org/fraud-and-security-center","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"BECU warns of a scam that recruits members to open accounts, deposit checks or send money for someone else, and says that if anyone asks to use your account for their purposes, it is likely a scam.","source":"https://www.becu.org/fraud-and-security-center","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report suspicious emails, texts or calls to the BECU security team","value":"phishing@becu.org","purposes":["fraud"],"notes":"BECU says this mailbox is no-reply and is used to monitor trends; do not send confidential information. If you lost money or shared account details, call member support.","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"}]},"regulators":["ncua","cfpb"],"notes":"BECU is a federally insured credit union (NCUA). Hours are Pacific Time. TTY users can dial 711 during business hours to reach member support.","channels":[{"id":"member-support-phone","type":"phone","label":"Member Support (US and Canada); 24/7 telephone banking; lost or stolen cards and fraudulent charges during business hours","value":"+1-800-233-2328","hours":"Mon-Fri 7 a.m.-7 p.m. PT; Sat 9 a.m.-1 p.m. PT (telephone banking 24/7)","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"member-support-local-phone","type":"phone","label":"Member Support (local number)","value":"+1-206-439-5700","hours":"Mon-Fri 7 a.m.-7 p.m. PT; Sat 9 a.m.-1 p.m. PT","purposes":["fraud","unauthorized_charge","transaction_dispute","poor_service"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"debit-card-after-hours-phone","type":"phone","label":"Lost or stolen BECU debit card and fraudulent charges - after hours (inside U.S.)","value":"+1-888-241-2510","hours":"Mon-Fri 7 p.m.-7 a.m. PT; Sat after 1 p.m.; Sun all day","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"debit-card-collect-phone","type":"phone","label":"Lost or stolen BECU debit card - after hours, collect from outside the U.S.","value":"+1-909-941-1398","hours":"Mon-Fri 7 p.m.-7 a.m. PT; Sat after 1 p.m.; Sun all day","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"credit-card-after-hours-phone","type":"phone","label":"Lost or stolen BECU credit card and fraudulent charges - after hours","value":"+1-866-820-2999","hours":"Mon-Fri 7 p.m.-7 a.m. PT; Sat after 1 p.m.; Sun all day","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"credit-card-tty","type":"phone","label":"Credit card TTY","value":"+1-888-918-7323","hours":"24/7","purposes":["unauthorized_charge","fraud","accessibility"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"business-member-phone","type":"phone","label":"Business Member Support","value":"+1-800-704-8080","hours":"Mon-Fri 7 a.m.-7 p.m. PT; Sat 9 a.m.-1 p.m. PT","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"member-assistance-phone","type":"phone","label":"Member Assistance (hardship payment relief on loans and credit cards)","value":"+1-877-256-6460","purposes":["payment_assistance"],"access":"human_only","source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"messenger","type":"chat","label":"BECU Messenger (secure messaging)","value":"https://www.becu.org/support/messenger","hours":"Mon-Fri 7 a.m.-7 p.m.; Sat-Sun 9 a.m.-6 p.m. PT","purposes":["transaction_dispute","unauthorized_charge","poor_service"],"access":"login","notes":"BECU says ACH disputes are not supported in Messenger.","source":"https://www.becu.org/fraud-and-security-center","last_verified":"2026-10-13"},{"id":"dispute-fraud-forms","type":"web_form","label":"Disputes and fraud forms (Written Statement of Unauthorized Debit, Affidavit of Forgery or Fraudulent Use, ID Theft Affidavit)","value":"https://www.becu.org/support/forms#disputes-fraud","purposes":["unauthorized_charge","transaction_dispute","fraud","identity_theft"],"access":"open","notes":"Many forms can be signed online through DocuSign; printed forms can be taken to a BECU location or mailed. The page lists no deadlines.","source":"https://www.becu.org/support/forms","last_verified":"2026-10-13"},{"id":"correspondence-mail","type":"mail","label":"Other loan payments and correspondence","value":"BECU, P.O. Box 97050, Seattle, WA 98124-9750","purposes":["poor_service"],"source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report suspicious emails, texts or calls to the BECU security team (no-reply)","value":"phishing@becu.org","purposes":["fraud"],"source":"https://www.becu.org/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-support-phone"},{"rung":"written_complaint","channel":"messenger","note":"BECU lists no complaint address; it points to member consultants and a suggestion form. Secure messages create a written record."},{"rung":"regulator","regulator":"ncua"},{"rung":"regulator","regulator":"cfpb"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call member support (or the after-hours card line), then sign the Written Statement of Unauthorized Debit.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"During business hours call member support; after hours call the debit or credit card line.","channel":"member-support-phone"},{"do":"After hours for a debit card, call the after-hours debit card line.","channel":"debit-card-after-hours-phone"},{"do":"After hours for a credit card, call the after-hours credit card line.","channel":"credit-card-after-hours-phone"},{"do":"Complete the Written Statement of Unauthorized Debit (consumer accounts) online or on paper.","channel":"dispute-fraud-forms"},{"do":"If BECU does not resolve it, complain to the NCUA.","regulator":"ncua"}]},{"issue":"transaction_dispute","summary":"Call member support or send a secure message (not for ACH disputes), and use the disputes forms.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call member support, or send a secure message for card disputes.","channel":"member-support-phone"},{"do":"Use the disputes and fraud forms when BECU asks for a signed statement.","channel":"dispute-fraud-forms"},{"do":"If BECU does not resolve it, complain to the NCUA or the CFPB.","regulator":"ncua"}]},{"issue":"fraud","summary":"Call member support if you lost money or shared information; report suspicious messages to phishing@becu.org.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call member support right away.","channel":"member-support-phone"},{"do":"Report the suspicious email, text or call.","channel":"phishing-email"},{"do":"For identity theft, complete the ID Theft Affidavit.","channel":"dispute-fraud-forms"},{"do":"Report to the FTC or the FBI's IC3; complain to the NCUA if BECU does not act.","regulator":"ncua"}]},{"issue":"payment_assistance","summary":"Call Member Assistance for hardship payment relief on a loan or credit card.","steps":[{"do":"Call Member Assistance, or request relief online with the loan and credit card payment relief form.","channel":"member-assistance-phone"}]}],"known_blockers":["Phone lines verify the member.","Messenger and many forms need a BECU online banking sign-in or a signature."]},{"id":"navy-federal-credit-union","name":"Navy Federal Credit Union","aliases":["navy federal","nfcu","navy fed"],"sector":"credit_union","website":"https://www.navyfederal.org","official_domains":["navyfederal.org"],"security":{"never_asks":[{"kind":"policy","claim":"Navy Federal will never solicit your personal information over the phone or by email.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never ask for your mobile or online banking sign-in information, and will not ask for your challenge question and answer in an unexpected call, email or text.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will never text you from a 10-digit phone number. It texts from 5- or 6-digit short codes.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Navy Federal will not email you a link to reset your password unless you asked for it.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem, they are verifying information or they noticed suspicious activity, to get your sign-in or account information.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters spoof the email address or phone number of the organization they pretend to be, and create logos and fake websites that look almost like the real ones.","source":"https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward phishing emails that appear to be from Navy Federal","value":"phishalert@navyfederal.org","purposes":["fraud"],"notes":"Keep the original subject line and put the name of your Internet Service Provider in the body. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages that claim to be Navy Federal","value":"reportabuse@navyfederal.org","purposes":["fraud"],"notes":"For a call or text, give the date and time, the number it came from and what was requested. For social media, give the message content and the account it came from. Do not include personal account information.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}]},"regulators":["ncua","cfpb"],"notes":"Navy Federal Credit Union is regulated by the NCUA. Most service lines go through the 24/7 member services number with voice prompts.","channels":[{"id":"member-services-phone","type":"phone","label":"24/7 member services; fraud, suspicious activity, lost or stolen card, identity theft","value":"+1-888-842-6328","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"For a debit card dispute, press 1 for Checking and Debit Card, 3 for Debit Card, then 4 for Other.","source":"https://www.navyfederal.org/contact-us.html","last_verified":"2026-10-12"},{"id":"overseas-phone","type":"phone","label":"Direct Inward Dial from countries without a toll-free number","value":"+1-703-255-8837","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"International toll charges apply. Navy Federal lists toll-free numbers for Germany, Italy, Japan, the Netherlands, South Korea and the U.K.","source":"https://www.navyfederal.org/contact-us/phone-numbers.html","last_verified":"2026-10-12"},{"id":"secure-message","type":"portal","label":"Secure message in online banking","value":"https://links.navyfederal.org/emessages","purposes":["transaction_dispute","billing_error","fee_reversal","frozen_funds","poor_service"],"access":"login","notes":"For a debit card billing dispute choose the checking account linked to the card and the reason \"Dispute a Recognized Card Charge\".","source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"id":"credit-card-disputes-mail","type":"mail","label":"Credit card disputes and fraud","value":"Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503","purposes":["transaction_dispute","billing_error","unauthorized_charge","fraud"],"notes":"Navy Federal's mailing address page shows the same PO Box with ZIP 22119-3501.","source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"debit-card-disputes-mail","type":"mail","label":"Visa debit card disputes (mail the Statement of Dispute form)","value":"Debit Card Services, PO Box 23603, Merrifield, VA 22119-3603","purposes":["transaction_dispute","unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"card-agreement-correspondence-mail","type":"mail","label":"Credit card agreement correspondence (billing-error notices)","value":"Navy Federal Credit Union, PO Box 3501, Merrifield, VA 22119-3501","purposes":["billing_error"],"notes":"The card agreement's billing rights notice says to write to the Contacting Us address in the agreement, which is this one.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"General correspondence","value":"Navy Federal, PO Box 3000, Merrifield, VA 22119-3000","purposes":["poor_service","frozen_funds","fee_reversal"],"source":"https://www.navyfederal.org/contact-us/additional-mailing-addresses.html","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward phishing emails (keep the original subject line; add your ISP's name)","value":"phishalert@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"id":"report-abuse-email","type":"email","label":"Report suspicious calls, texts or social media messages","value":"reportabuse@navyfederal.org","purposes":["fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"general-mail","note":"For card billing errors write to the card correspondence or disputes address within 60 days. A secure message also creates a written record."},{"rung":"regulator","regulator":"ncua"},{"rung":"regulator","regulator":"cfpb"}],"playbooks":[{"issue":"transaction_dispute","summary":"File a billing dispute online, by secure message, by phone or by mail; investigations can take up to 120 days.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"In online banking, use \"Dispute charges or transactions\", or send a secure message with the reason \"Dispute a Recognized Card Charge\".","channel":"secure-message"},{"do":"Or call member services and follow the menu.","channel":"member-services-phone"},{"do":"For a credit card, you can also mail the dispute.","channel":"credit-card-disputes-mail"},{"do":"If Navy Federal does not resolve it, complain to the NCUA, then the CFPB.","regulator":"ncua"}],"facts":[{"kind":"process","claim":"Navy Federal says debit card dispute investigations can take up to 120 days from the date of your claim, and you may receive a temporary credit, which is not guaranteed in some cases.","issues":["transaction_dispute"],"source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Navy Federal credit card billing rights notice says to write within 60 days after the error appeared on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/NAVY_FEDERAL_CREDIT_UNION/573CC_(2-26)-617071.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call member services 24/7, then file the fraud claim online or by mail.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call member services to report the lost or stolen card or the unauthorized charge.","channel":"member-services-phone"},{"do":"File the dispute online, or mail the Statement of Dispute form for a debit card.","channel":"debit-card-disputes-mail"},{"do":"If Navy Federal does not resolve it, complain to the NCUA, then the CFPB.","regulator":"ncua"}],"facts":[{"kind":"policy","claim":"Navy Federal's Zero Liability policy means you are not responsible for confirmed unauthorized transactions on a Navy Federal debit or credit card.","issues":["unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/services/security/report-fraud.html","last_verified":"2026-10-12"},{"kind":"process","claim":"A fraud claim is for a transaction you did not authorize and did not benefit from; a fraud investigation may take up to 90 days.","issues":["unauthorized_charge","fraud"],"source":"https://www.navyfederal.org/checking-savings/checking/debit/faqs.html","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call member services at once and forward scam messages to Navy Federal.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call member services (24/7).","channel":"member-services-phone"},{"do":"Forward phishing emails, and report scam calls, texts and social media messages.","channel":"phishing-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov. If Navy Federal does not act, complain to the NCUA and the CFPB.","regulator":"ncua"}]},{"issue":"billing_error","summary":"Write within 60 days of the statement to the address in the card agreement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"card-agreement-correspondence-mail"},{"do":"If the error is not fixed, complain to the NCUA, then the CFPB.","regulator":"ncua"}]}],"known_blockers":["Most phone service requires authenticating as the member before the voice menu.","Online disputes and secure messages need sign-in.","Navy Federal publishes no dedicated complaint form or complaint address; general correspondence is the closest written channel."]},{"id":"penfed","name":"PenFed Credit Union","aliases":["penfed","pentagon federal credit union","pentagon federal","pen fed"],"sector":"credit_union","website":"https://www.penfed.org","official_domains":["penfed.org"],"regulators":["ncua","cfpb"],"notes":"Pentagon Federal Credit Union is a federally insured credit union regulated by the NCUA. penfed.org timed out on every automated fetch, so the values below come from search-engine snippets of penfed.org pages and forms. Snippets also show 1-855-892-0282 (fraud prevention page) and 1-800-556-5678 (an older form, lost or stolen debit card only); these conflict with the lines below and are not recorded. Check the number on the back of the card or in PenFed Online.","channels":[{"id":"card-security-phone","type":"phone","label":"Card Security - lost or stolen card, unauthorized or suspicious transactions","value":"+1-866-820-8875","purposes":["unauthorized_charge","fraud"],"access":"human_only","notes":"From search snippets of the PenFed lost or stolen card page and the PenFed card dispute form (Form 316), which give the same number; not read on the page itself.","source":"https://www.penfed.org/report-unauthorized-charge","last_verified":"2026-10-13"},{"id":"member-services-phone","type":"phone","label":"PenFed member services; suspicious transactions and account changes you did not make","value":"+1-800-247-5626","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of penfed.org pages (the exact page was not confirmed); not read on a page itself.","source":"https://www.penfed.org/contact-us","last_verified":"2026-10-13"},{"id":"online-dispute","type":"app","label":"Submit a card transaction dispute in PenFed Online","value":"PenFed Online > More Account Info and Actions > dispute a transaction","purposes":["transaction_dispute","billing_error"],"access":"login","notes":"From a search snippet of PenFed's card transaction dispute form (Form 316). The form is for billing problems with a merchant, not for unauthorized or fraudulent transactions.","source":"https://www.penfed.org/content/dam/penfed/general/pdf/creditcardpdfs/credit-card-forms/316.pdf","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"online-dispute","note":"For card billing disputes, submit within 60 days of the statement closing date."},{"rung":"regulator","regulator":"ncua"},{"rung":"regulator","regulator":"cfpb"}],"playbooks":[{"issue":"transaction_dispute","summary":"Try the merchant first, then submit the dispute in PenFed Online within 60 days of the statement closing date; unauthorized charges go to Card Security instead.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try to resolve the problem with the merchant first and keep proof."},{"do":"Submit the dispute in PenFed Online.","channel":"online-dispute"},{"do":"If PenFed does not resolve it, complain to the NCUA or the CFPB.","regulator":"ncua"}],"facts":[{"kind":"deadline","claim":"PenFed's card dispute form says disputes must be submitted within 60 days from the closing date of the statement on which the transaction first appeared, after first trying to resolve the problem with the merchant. (Seen in a search snippet of Form 316; penfed.org did not load.)","issues":["transaction_dispute","billing_error"],"source":"https://www.penfed.org/content/dam/penfed/general/pdf/creditcardpdfs/credit-card-forms/316.pdf","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Call Card Security at once; the dispute form cannot be used for unauthorized or fraudulent transactions.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Card Security to review the transactions and get a new card if needed.","channel":"card-security-phone"},{"do":"If PenFed does not resolve it, complain to the NCUA or the CFPB.","regulator":"ncua"}]},{"issue":"fraud","summary":"Call Card Security for card fraud and member services for account changes you did not make.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"For card fraud, call Card Security.","channel":"card-security-phone"},{"do":"For changes to your account you did not make, call member services.","channel":"member-services-phone"},{"do":"Report to the FTC, then complain to the CFPB if PenFed does not act.","regulator":"cfpb"}]}],"known_blockers":["penfed.org did not respond to automated fetches; hand the browser to the person to check numbers and forms.","Online disputes need a PenFed Online sign-in."]},{"id":"state-employees-credit-union","name":"State Employees' Credit Union (SECU, North Carolina)","aliases":["secu","nc secu","ncsecu","state employees credit union","north carolina state employees credit union"],"sector":"credit_union","website":"https://www.ncsecu.org","official_domains":["ncsecu.org"],"security":{"never_asks":[{"kind":"policy","claim":"SECU will not ask for online credentials, account numbers or card numbers through email, voice or text messaging. When SECU contacts you it may ask security questions to verify your identity, but not for complete account numbers, card numbers or online credentials.","source":"https://www.ncsecu.org/services/online-security.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"SECU says its outbound contact generally happens between 8 a.m. and 9 p.m. ET, except for urgent account matters.","source":"https://www.ncsecu.org/services/online-security.html","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Imposters pose as the IRS, Social Security Administration, FBI or local police, claim you owe taxes or missed jury duty, threaten arrest, and demand payment by prepaid debit card or gift card. SECU says real government agencies never ask for payment by prepaid debit card, gift card or wire transfer.","source":"https://www.ncsecu.org/resources/learn/imposter-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report phishing, vishing, pharming and smishing attempts that use SECU's name","value":"notifyus@ncsecu.org","purposes":["fraud"],"source":"https://www.ncsecu.org/services/online-security.html","last_verified":"2026-10-13"}]},"regulators":["ncua","cfpb"],"notes":"State Employees' Credit Union is a North Carolina credit union, federally insured by the NCUA. SECU's contact page says members who are not satisfied can complain to the North Carolina Credit Union Division (cud.nc.gov) or the CFPB. The account rules cited are the version marked 01/2026.","channels":[{"id":"member-services-phone","type":"phone","label":"Member Services Support - 24/7 member helpline; fraudulent account activity, lost or stolen card, electronic transfer errors","value":"+1-888-732-8562","hours":"24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://www.ncsecu.org/contact-us","last_verified":"2026-10-13"},{"id":"ask-secu-phone","type":"phone","label":"ASK SECU automated phone service ((800) ASK-SECU)","value":"+1-800-275-7328","hours":"24/7","purposes":["account_access"],"source":"https://www.ncsecu.org/contact-us","last_verified":"2026-10-13"},{"id":"lending-phone","type":"phone","label":"Lending Contact Center","value":"+1-844-296-4831","hours":"8 a.m.-9 p.m. ET","purposes":["payment_assistance"],"access":"human_only","source":"https://www.ncsecu.org/contact-us","last_verified":"2026-10-13"},{"id":"secure-message","type":"portal","label":"Secure message in Member Access (members' complaints and feedback, dispute requests)","value":"https://memberaccess.ncsecu.org/messages","purposes":["poor_service","transaction_dispute","unauthorized_charge","fee_reversal","frozen_funds"],"access":"login","source":"https://www.ncsecu.org/contact-us","last_verified":"2026-10-13"},{"id":"feedback-email","type":"email","label":"Complaints and feedback from non-members (members should use a secure message)","value":"info@ncsecu.org","purposes":["poor_service"],"source":"https://www.ncsecu.org/contact-us","last_verified":"2026-10-13"},{"id":"error-resolution-mail","type":"mail","label":"Electronic transfer errors and lost or stolen card notices (written)","value":"State Employees' Credit Union, PO Box 28540, Raleigh, NC 27611","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.ncsecu.org/pdfs/account-disclosures/AccountRulesAndRegulations.pdf","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report phishing, vishing, pharming and smishing attempts","value":"notifyus@ncsecu.org","purposes":["fraud"],"source":"https://www.ncsecu.org/services/online-security.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"secure-message"},{"rung":"regulator","regulator":"ncua"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"SECU names the North Carolina Credit Union Division (cud.nc.gov)."},{"rung":"regulator","regulator":"cfpb"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call Member Services Support (24/7) at once; report transfers you did not make within 60 days of the statement.","evidence":["statement with the transfer","date you learned of the loss or theft","card status"],"steps":[{"do":"Lock the card in Member Access while you check, then call Member Services Support.","channel":"member-services-phone"},{"do":"If asked, confirm in writing within 10 business days.","channel":"error-resolution-mail"},{"do":"If SECU does not resolve it, complain to the NCUA, the North Carolina Credit Union Division or the CFPB.","regulator":"ncua"}],"facts":[{"kind":"limit","claim":"If you tell SECU within two business days after you learn of the loss or theft of your card, card credentials or account credentials, you can lose no more than $50; otherwise you could lose as much as $500 if SECU can prove it could have stopped the use.","issues":["unauthorized_charge"],"source":"https://www.ncsecu.org/pdfs/account-disclosures/AccountRulesAndRegulations.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your statement shows transfers you did not make and you do not tell SECU within 60 days after the statement was sent or made available, you may not get back money lost after the 60 days if SECU can prove it could have stopped it. SECU extends the time for a good reason such as a long trip or hospital stay.","issues":["unauthorized_charge"],"source":"https://www.ncsecu.org/pdfs/account-disclosures/AccountRulesAndRegulations.pdf","last_verified":"2026-10-13"}]},{"issue":"transaction_dispute","summary":"Phone (888) 732-8562 or write to PO Box 28540 within 60 days of the statement; SECU decides in 10 business days or provisionally credits you and takes up to 45 days.","evidence":["statement showing the transfer","receipt","record of contact with the merchant"],"steps":[{"do":"Call Member Services Support, or send a dispute request through Member Access.","channel":"member-services-phone"},{"do":"Or write to SECU with your name, account number, the transfer and the amount.","channel":"error-resolution-mail"},{"do":"If SECU does not resolve it, complain to the NCUA or the CFPB.","regulator":"ncua"}],"facts":[{"kind":"deadline","claim":"For electronic fund transfer errors, SECU must hear from you no later than 60 days after the statement on which the problem first appeared was sent or made available. If you tell SECU orally, it may require the complaint in writing within 10 business days.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.ncsecu.org/pdfs/account-disclosures/AccountRulesAndRegulations.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"SECU determines whether an error occurred within 10 business days, or may take up to 45 days if it provisionally credits your account within 10 business days; up to 90 days for new accounts, point-of-sale and foreign-initiated transactions. If it finds no error it sends a written explanation and reverses the provisional credit.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.ncsecu.org/pdfs/account-disclosures/AccountRulesAndRegulations.pdf","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Call Member Services Support for fraud; email phishing attempts to notifyus@ncsecu.org.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call Member Services Support about fraudulent account activity.","channel":"member-services-phone"},{"do":"Report the phishing, vishing or smishing attempt.","channel":"phishing-email"},{"do":"Report to the FTC; complain to the NCUA if SECU does not act.","regulator":"ncua"}]},{"issue":"frozen_funds","summary":"SECU may hold funds without notice when it suspects fraud or a dispute over the account; ask through a secure message what it needs to release them.","evidence":["notices from SECU","balance when held","documents that explain the funds"],"steps":[{"do":"Call Member Services Support and ask why the funds are held and what SECU needs.","channel":"member-services-phone"},{"do":"Send the documents and your request in writing by secure message.","channel":"secure-message"},{"do":"If the funds are not released, complain to the NCUA or the North Carolina Credit Union Division.","regulator":"ncua"}],"facts":[{"kind":"policy","claim":"SECU reserves the right to hold funds or block deposits for a reasonable period, at its sole discretion and without prior notice, when it has a right of setoff or lien, complies with legal process, believes there is a legitimate dispute over the account, believes or suspects the account is involved in fraud, or believes it has a claim against you or the funds.","issues":["frozen_funds"],"source":"https://www.ncsecu.org/pdfs/account-disclosures/AccountRulesAndRegulations.pdf","last_verified":"2026-10-13"}]}],"known_blockers":["Secure messages and online dispute requests need a Member Access sign-in.","Phone lines verify the member."]},{"id":"carnival-cruise-line","name":"Carnival Cruise Line","aliases":["carnival","carnival cruises","carnival cruise lines","carnival.com"],"sector":"cruise","parent":"Carnival Corporation & plc","website":"https://www.carnival.com","regulators":["fmc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service (questions about a current reservation) and bookings","value":"+1-800-764-7419","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","billing_error"],"notes":"The contact page lists this number for \"Ready to book?\" and for \"questions about your current reservation\". From the United Kingdom 0808-234-0680 (same hours). Australia 13 31 94 and New Zealand 0800 442 095, Mon–Sun 9:00 a.m.–8:00 p.m. AET. The contact page lists no phone number for Guest Care (post-cruise).","source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"pre-cruise-specialist-phone","type":"phone","label":"Pre-cruise service specialist (questions about an upcoming cruise)","value":"+1-800-438-6744 ext. 70355","hours":"Mon–Fri 9:00 a.m.–10:00 p.m., Sat–Sun 9:00 a.m.–6:00 p.m. EST","purposes":["reservation_problem","travel_credit","refund_request"],"notes":"From outside the U.S. call +1-305-599-2600 ext. 70355. Listed on the Contact Guest Care form page.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"online-support-phone","type":"phone","label":"Online Support (website and technical support)","value":"+1-800-845-2599","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–6:00 p.m. ET","purposes":["account_access"],"source":"https://www.carnival.com/about-carnival/contact-us","last_verified":"2026-10-13"},{"id":"guest-care-form","type":"web_form","label":"Contact Guest Care form (past sailings, denied boarding, cancellations)","value":"https://www.carnival.com/request-forms/contact-guest-care","purposes":["poor_service","refund_request","reservation_problem","travel_credit","billing_error","accessibility"],"notes":"The contact page sends post-cruise questions to the Guest Care team through this form. \"Need Assistance With\" choices: Denied Boarding, Past Sailing - Sailed and Need Assistance, Did Not Sail - Cancellation, and Future Sailing. Fields: first and last name, booking number, email address, ship, sail date, detailed comments and attachments. The page text did not show a sign-in requirement or a response time; CAPTCHA was not checked.","source":"https://www.carnival.com/request-forms/contact-guest-care","last_verified":"2026-10-13"},{"id":"post-cruise-inquiries","type":"portal","label":"Post-Cruise Inquiries hub (Guest Care, Fun Shops receipts, photos, lost and found, Sail & Sign)","value":"https://www.carnival.com/post-cruise-inquiries","purposes":["billing_error","lost_item","poor_service"],"notes":"Links to the Guest Care form and to separate forms for Fun Shops receipts, photo products, lost and found (an external form on chargerback.com), the casino and medical records. Sail & Sign statements need sign-in to the carnival.com account; they appear 1–2 days after the sail date and go back seven years. Spa (One Spa World) and art (Park West Gallery) purchases are handled by those companies; the page gives their contacts.","source":"https://www.carnival.com/post-cruise-inquiries","last_verified":"2026-10-13"},{"id":"guest-access-phone","type":"phone","label":"Guest Access team (guests with disabilities)","value":"+1-800-438-6744 ext. 70025","purposes":["accessibility"],"notes":"Australia 1-300-385-625; New Zealand 0800-442-095. Ticket Contract Section 6(c) lists the Guest Access Desk as 305-599-2600 ext. 70025. The accessibility FAQ page lists no hours.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"id":"guest-access-email","type":"email","label":"Guest Access team email (accessibility questions and post-cruise ADA concerns)","value":"access@carnival.com","purposes":["accessibility"],"notes":"Carnival says all post-cruise ADA concerns will be responded to within 30 days.","source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"guest-care-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Carnival owes after it cancelled or delayed a cruise (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Carnival owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If Carnival cancels your cruise or delays it more than 3 calendar days and you do not accept the alternative, claim a refund on or before the 180th calendar day after the original embarkation date. If you cancel, the charge depends on the cruise length and the days before departure; taxes, fees and prepaid gratuities come back.","evidence":["booking number","cancellation or delay notice from Carnival","proof of payment and amount","fare type (for example Early Saver)","date and method of your cancellation"],"steps":[{"do":"If you cancel, check the cancellation charge for your cruise length and the number of days before departure. Government taxes and fees and prepaid service gratuities are refunded without penalty."},{"do":"If Carnival cancelled the cruise or delayed it more than 3 calendar days and you do not want the alternative, ask Carnival (or your travel advisor, if you booked through one) for the refund on or before the 180th calendar day after the original embarkation date. Choose the refund, not a future cruise credit, if you want money back.","channel":"customer-service-phone"},{"do":"Put the claim in writing through the Guest Care form (\"Did Not Sail - Cancellation\"), with the booking number, the cancellation notice and proof of payment.","channel":"guest-care-form"},{"do":"If Carnival denies the nonperformance claim or does not answer, file with the Federal Maritime Commission.","regulator":"fmc"},{"do":"If a refund Carnival owes is still not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"Cancellation charges per guest for 2–5 day cruises (except Alaskan, European, Transatlantic and Panama Canal cruises): none up to 76 days before departure (except non-refundable Cruise Charges); the deposit from 75 to 56 days; the deposit or 50% of Total Fare, whichever is greater, from 55 to 30 days; the deposit or 75% of Total Fare, whichever is greater, from 29 to 15 days; 100% of Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Cancellation charges per guest for cruises of 6 days or more, and for all Alaskan, European, Transatlantic and Panama Canal cruises: none up to 91 days before departure (except non-refundable Cruise Charges); the deposit from 90 to 56 days; the deposit or 50% of Total Fare, whichever is greater, from 55 to 30 days; the deposit or 75% of Total Fare, whichever is greater, from 29 to 15 days; 100% of Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Government taxes and fees and any prepaid service gratuity are not subject to a cancellation penalty and are refunded in case of cancellation. For multiple-occupancy cabins, the cancellation charges apply to the entire cabin reservation. No refunds are made for no-shows, late cancellations or unused tickets except as the Cancellation and Refund Policy provides.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Carnival's Nonperformance of Cruise Refund Policy says that if Carnival cancels or delays your cruise by more than 3 calendar days and you do not accept an alternative, you are entitled to a refund of the cruise fare and charges for accommodations, services and facilities; contact Carnival (or your travel advisor) on or before the 180th calendar day after the originally scheduled embarkation, and Carnival responds by email within 180 days of the claim. Carnival may offer a future cruise credit instead, and you are free to choose either. This text comes from a search-result snippet; the help page did not load without JavaScript. The FMC links to this page as Carnival's official nonperformance policy.","issues":["refund_request","travel_credit"],"source":"https://help.carnival.com/app/answers/detail/a_id/10034","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 8(c) lets Carnival cancel the contract without previous notice. If it cancels because of mechanical failure, the guest is entitled to the Total Cruise Price or a proportional share as determined by Carnival; for other reasons, to a Future Cruise Credit or an Onboard Credit equal to the Total Cruise Price paid or a proportional part, and Carnival has no further liability.","issues":["refund_request","travel_credit"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 8(e) says Carnival may cancel a voyage that is hindered or prevented without liability to refund passage money or fares paid in advance. This contract text is narrower than Carnival's separate nonperformance refund policy.","issues":["refund_request"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"Cancelling an Early Saver fare before final payment gives a future cruise credit worth the deposit less $50 per person, to be used within 12 months. When Carnival cancels for a reason other than mechanical failure, the contract gives a future cruise credit or onboard credit; for a nonperformance cancellation you can choose a refund instead.","evidence":["booking number","fare type and deposit paid","cancellation date","credit amount and expiry date"],"steps":[{"do":"Check the fare type. The Early Saver deposit is non-refundable; a cancellation before the final payment date gets a non-refundable, non-transferable future cruise credit."},{"do":"Book the new cruise within 12 months of the cancellation date. Any unused part of the credit is forfeited.","channel":"customer-service-phone"},{"do":"If Carnival cancelled your cruise or delayed it more than 3 calendar days and gave only a credit, ask in writing for a refund instead (see refund_request).","channel":"guest-care-form"},{"do":"If Carnival refuses the nonperformance refund, file with the Federal Maritime Commission.","regulator":"fmc"}],"facts":[{"kind":"limit","claim":"For an Early Saver cancellation before the final payment due date, the future cruise credit equals the deposit minus a $50 per person service fee. It must be used for a new reservation within 12 months from the date of cancellation, only on Carnival sailings available in U.S. dollars and only toward the price of that cruise. Any unused portion is forfeited.","issues":["travel_credit","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"Carnival's contract lets it change ports and the itinerary without compensation, except for mechanical failures and federal requirements. For denied boarding or a problem on a past sailing, send written particulars to Guest Care within 30 days after you leave the ship; a suit must start within six months.","evidence":["booking number","ship and sail date","what was promised and what happened","photos","names","receipts for extra costs"],"steps":[{"do":"Raise the problem on board at Guest Services before you leave the ship, and note names and times."},{"do":"Within 30 days after you leave the ship, send written particulars through the Guest Care form (choose \"Denied Boarding\" or \"Past Sailing\").","channel":"guest-care-form"},{"do":"If Carnival owes a refund and does not pay, dispute the charge with your card issuer."},{"do":"Note the forum rules before you sue. Non-injury claims for less than $8,000 go to small claims court in Miami-Dade County, Florida; larger ones go to arbitration. A suit must start within six months after you leave the ship."}],"facts":[{"kind":"policy","claim":"Ticket Contract Section 8(d) says Carnival may change the duration or itinerary of the cruise at any time and may change or omit ports for any reason. Except for mechanical failures and federal requirements, it has no liability for compensation or other damages for these changes, and refers to its change-of-itinerary policy.","issues":["reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Ticket Contract Section 14(b): for claims other than personal injury, illness or death, written particulars must be given within 30 days after the guest is landed from the vessel; a suit must be commenced within six months after landing and served within 120 days after commencement.","issues":["reservation_problem","poor_service","refund_request","accessibility"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Tell Carnival about a need in writing at booking and complete the pre-cruise forms. Send post-cruise ADA concerns to the Guest Access team at access@carnival.com; Carnival says it responds within 30 days. The contract's 30-day notice and six-month suit limits also cover ADA claims.","evidence":["booking number","pre-cruise forms and requests sent","dates","names","what was not provided","photos"],"steps":[{"do":"At booking, notify Carnival in writing of the special need and complete all applicable pre-cruise forms. Call the Guest Access team with questions.","channel":"guest-access-phone"},{"do":"Meet the advance-notice deadlines on the accessibility FAQ (for example hydraulic-lift transfers 14 days before sailing, service dog documents one week before)."},{"do":"On board, ask Guest Services for help; a TTY is available there 24 hours a day."},{"do":"After the cruise, email the Guest Access team a written complaint within 30 days after you leave the ship.","channel":"guest-access-email"},{"do":"If Carnival does not resolve it, you can also file an ADA complaint with the U.S. Department of Justice (see the facts below)."}],"facts":[{"kind":"deadline","claim":"Carnival's accessibility FAQ sets these advance-notice times: mobility devices as soon as the need is known; hydraulic-lift airport transfers (North America) no later than 14 days prior to sailing; service dog documents (U.S. sailings) no later than one week prior to sailing; a 60-day notice is strongly encouraged for a sign language interpreter; 30-day advance notice is required for accessible airport transfers in Europe.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"kind":"process","claim":"All post-cruise ADA concerns will be responded to within 30 days, according to Carnival's accessibility FAQ. The designated ADA Responsibility Officer is the Vice President, Guest Operations.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/special-needs/faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 6(c) asks guests with special needs to notify Carnival in writing at the time of booking, and says Carnival does not provide one-on-one personal care assistance. Section 14(b) applies its 30-day notice and six-month suit limits expressly to claims involving civil rights and the Americans with Disabilities Act.","issues":["accessibility"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"On July 23, 2015, the United States and Carnival Corporation entered into an ADA settlement agreement covering 62 ships of Carnival Cruise Line, Princess Cruises and Holland America Line. Carnival Corporation agreed to provide three percent of total cabins as accessible cabins, pay a $55,000 civil penalty and pay $350,000 in damages to complainants. This is an archived DOJ page; it does not say whether the agreement is still in force.","issues":["accessibility"],"source":"https://archive.ada.gov/carnival/carnival_fact_sheet.html","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report, by mail to U.S. Department of Justice, Civil Rights Division, 950 Pennsylvania Avenue, NW, Washington, DC 20530, and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Ticket Contract Section 14(a): for personal injury, illness or death, written notice with full particulars must be given within 185 days after the date of the injury, event, illness or death; a suit must be filed within one year after that date and served on Carnival within 120 days after filing.","issues":["safety_incident"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 14(c) requires disputes not covered by 14(d) or 14(e), including injury, illness and death claims, to be litigated in the U.S. District Court for the Southern District of Florida in Miami, or in a Miami-Dade County court if there is no federal jurisdiction.","issues":["safety_incident","poor_service"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Sections 14(d) and 14(e): claims other than personal injury, illness or death that seek less than $8,000 must be brought in small claims court in Miami-Dade County, Florida; those seeking more than $8,000.00 go to binding arbitration administered by National Arbitration and Mediation (NAM) in Miami-Dade County (attorney fees, costs and interest excluded from the amount). Section 15 waives class actions and class arbitration.","issues":["refund_request","poor_service","reservation_problem"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract Section 1(c) says the Total Cruise Price is earned when paid and is non-refundable except as described on Carnival's website and in Section 7. Section 7 says Restricted Air is non-refundable any time after booking.","issues":["refund_request"],"source":"https://www.carnival.com/about-carnival/legal-notice/ticket-contract","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Post-Cruise Inquiries page says only your bank can release a hold from your account, and \"CARNIVAL IS NOT ABLE TO EXPEDITE THE RELEASE OF BANK HOLDS.\" Holds may exceed the actual charges and last a few days.","issues":["billing_error"],"source":"https://www.carnival.com/post-cruise-inquiries","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Carnival's cancellation policy strongly recommends trip cancellation insurance, because cancellation charges reach 100% of the Total Fare 14 days or less before departure.","issues":["refund_request","cancel_service"],"source":"https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy","last_verified":"2026-10-13"}],"known_blockers":["help.carnival.com answer pages (including the nonperformance refund policy) render only with JavaScript; a plain fetch returns an empty page.","The Guest Care form needs the booking number, ship and sail date. Guest Care has no published phone number.","Sail & Sign statements need sign-in to the carnival.com account.","Carnival says it cannot speed up the release of bank holds; only the card issuer can."],"notes":"Checked on 2026-10-13 by loading carnival.com pages. The Ticket Contract page did not show a revision date. The nonperformance refund policy (help.carnival.com answer 10034) did not load; its terms come from a search-result snippet, and the FMC's refund page links to it. The cancellation schedule is from the booking-engine policy page and matches Ticket Contract Section 7. Final payment due dates, deposit amounts and refund processing times for voluntary cancellations were not found on a loadable page. A search-result snippet mentioned a Guest Care email address; it is not recorded because the page that shows it could not be loaded.","official_domains":["carnival.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Carnival. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},{"id":"disney-cruise-line","name":"Disney Cruise Line","aliases":["dcl","disney cruise","disney cruises","magical cruise company"],"sector":"cruise","parent":"The Walt Disney Company","website":"https://disneycruise.disney.go.com","regulators":["fmc"],"channels":[{"id":"reservations-phone","type":"phone","label":"Disney Cruise Line reservations and cruise help (U.S. and Canada)","value":"+1-800-951-3532","hours":"Mon–Fri 8:00 AM–10:00 PM ET; Sat–Sun 9:00 AM–8:00 PM ET","purposes":["refund_request","travel_credit","reservation_problem","accessibility"],"notes":"Listed in the Terms & Conditions (Rev. August 2026). Callers under 18 need a parent's or guardian's permission. Search results for the Help Center phone page show the same number and hours; that page did not load for automated fetches.","source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"id":"case-request-email","type":"email","label":"Refund or cruise credit requests after a Disney cancellation or 3-day delay (nonperformance)","value":"Caserequest@disneycruise.com","purposes":["refund_request","travel_credit"],"notes":"Request within 90 days of the original scheduled sail date. Include the cruise confirmation, proof and amount of payment, and the cancellation or delay notice; documents must show the vessel and sailing date.","source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"id":"email-form","type":"web_form","label":"Email Disney Cruise Line (Help Center contact form)","value":"https://disneycruise.disney.go.com/help/email/","purposes":["poor_service","reservation_problem","refund_request"],"notes":"The Terms & Conditions point to this form. The page returned a redirect loop to automated fetches, so its fields and any sign-in step were not checked.","source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"id":"tty-phone","type":"phone","label":"TTY for guests with hearing or speech disabilities","value":"+1-407-566-7455","purposes":["accessibility"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"id":"special-services-phone","type":"phone","label":"Special Services (guests with disabilities or medical needs, U.S. and Canada)","value":"+1-407-566-3602","purposes":["accessibility"],"notes":"Printed on the Special Services Information Form (Rev. 08/26/2015). Search results for the current Guests with Disabilities page show the same number, but that page did not load for automated fetches. Reservations can also transfer callers to Special Services.","source":"https://wdpromedia.disney.go.com/media/wdpro-assets/dcl/finder/guest-services/guests-with-disabilities/SpecialServicesInformationForm.pdf","last_verified":"2026-10-13"},{"id":"special-services-form","type":"mail","label":"Special Services Information Form (return by fax or mail)","value":"Disney Cruise Line Special Services, P.O. Box 10210, Lake Buena Vista, Florida 32830-0210","purposes":["accessibility"],"notes":"The form (Rev. 08/26/2015) says to return it by fax (+1-407-566-3760) or mail at least 60 days before the travel date. The form is old; confirm the current process with Special Services.","source":"https://wdpromedia.disney.go.com/media/wdpro-assets/dcl/finder/guest-services/guests-with-disabilities/SpecialServicesInformationForm.pdf","last_verified":"2026-10-13"},{"id":"claims-mail","type":"mail","label":"Written notice of claims (Cruise Contract clauses 10 and 11)","value":"Disney Cruise Line, PO Box 10210, Lake Buena Vista, FL 32830","purposes":["safety_incident","lost_item","damaged_item"],"notes":"Clauses 10 and 11 require notice to \"the address set forth herein\". The contract lists 210 Celebration Place, Celebration, FL 34747 and the mailing address PO Box 10210, Lake Buena Vista, FL 32830. The carrier is Magical Cruise Company, Limited, doing business as Disney Cruise Line.","source":"https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"reservations-phone"},{"rung":"written_complaint","channel":"email-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Disney Cruise Line owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Disney Cruise Line owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If you cancel, the fee depends on cruise length, stateroom type and days before sailing; restricted fares are nonrefundable. If Disney cancels or delays the cruise more than 3 days, email Caserequest@disneycruise.com within 90 days of the original sail date.","evidence":["cruise confirmation number","proof and amount of payment","cancellation or delay notice","travel documents"],"steps":[{"do":"To cancel, call Disney Cruise Line (or your travel agent if one booked the cruise). Note the fee tier for the date of the call.","channel":"reservations-phone"},{"do":"If Disney cancelled or delayed the cruise more than three calendar days and you did not accept the alternative or the delayed cruise, email a refund or cruise credit request within 90 days of the original scheduled sail date, with the confirmation, proof of payment and the notice.","channel":"case-request-email"},{"do":"Return any travel documents, including airline tickets, so refund processing can begin."},{"do":"If the nonperformance claim is denied or not resolved within 180 days, file with the FMC against the line's financial instrument.","regulator":"fmc"},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"facts":[{"kind":"fee","claim":"Terms & Conditions (Rev. August 2026), cruises of 1 to 5 nights, excluding suites and concierge: no fee 90 or more days before sailing; the deposit per guest at 89 to 45 days; 50% of the vacation price at 44 to 30 days; 75% at 29 to 15 days; 100% at 14 days or fewer. Cruises of 6 or more nights: no fee at 120 or more days; the deposit at 119 to 56 days; 50% at 55 to 30 days; 75% at 29 to 15 days; 100% at 14 days or fewer.","issues":["refund_request"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"kind":"fee","claim":"Suites and concierge staterooms: the deposit is charged at 45 or more days (1 to 5 nights) or 56 or more days (6 or more nights) before sailing, then 50% at 44 or 55 to 30 days, 75% at 29 to 15 days, and 100% at 14 days or fewer. Restricted Inside, Outside and Verandah categories are nonrefundable and nontransferable from the time of payment.","issues":["refund_request"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If Disney Cruise Line cancels or delays a cruise more than three calendar days and you do not accept an alternative or the delayed cruise, request a refund or cruise credit by email to Caserequest@disneycruise.com within 90 days of the original scheduled sail date. For cancellations or delays before the cruise begins, Disney refunds monies paid without offset for its cancellation fees.","issues":["refund_request","travel_credit"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Refunds of amounts paid, less cancellation fees and other amounts owed, are made promptly to the guest's credit card or through the travel agent; the page gives no number of days. Travel documents, including airline tickets, must be returned first. No refunds for interruption or cancellation after the vacation starts. Missing the deposit or final payment schedule cancels a pending reservation automatically.","issues":["refund_request"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"After a Disney cancellation or a delay of more than 3 days, you choose a refund or a cruise credit; request either within 90 days of the original sail date.","evidence":["cruise confirmation number","cancellation or delay notice","proof of payment"],"steps":[{"do":"Email the request for a refund (or a cruise credit) within 90 days of the original scheduled sail date.","channel":"case-request-email"},{"do":"If refused or not resolved within 180 days, file with the FMC.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"The Terms & Conditions let a guest whose cruise Disney cancelled or delayed more than three calendar days request either a refund or a cruise credit.","issues":["travel_credit"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/terms-conditions/united-states/","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"The Cruise Contract lets Disney change the route or substitute the ship; if it cancels before you board, it owes a refund of money or fares paid.","evidence":["cruise confirmation number","original itinerary","change notices","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records."},{"do":"After the cruise, write to Disney Cruise Line through the email form with the confirmation number and the remedy you want.","channel":"email-form"},{"do":"If the cruise was cancelled or delayed more than 3 days, use the refund_request steps."}],"facts":[{"kind":"policy","claim":"Cruise Contract clause 30 lets the carrier substitute a vessel and deviate from or change the advertised route at any stage. Clause 32: if the voyage is prevented and the guest has not embarked, the carrier may cancel \"without liability except to refund money or fares paid\"; it also says the Passenger Bill of Rights controls where it conflicts with the contract.","issues":["reservation_problem","refund_request"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Tell Disney Cruise Line about disability or medical needs in advance through Special Services; the published form asks for at least 60 days' notice.","evidence":["cruise confirmation number","sail date","description of the accommodation needed"],"steps":[{"do":"Call Special Services (or ask Reservations to transfer you) to discuss the accommodation.","channel":"special-services-phone"},{"do":"Return the Special Services Information Form at least 60 days before the travel date.","channel":"special-services-form"},{"do":"Guests with hearing or speech disabilities can use the TTY line.","channel":"tty-phone"}],"facts":[{"kind":"deadline","claim":"The Special Services Information Form (Rev. 08/26/2015) asks guests to return it by fax or mail at least 60 days before the travel date.","issues":["accessibility"],"source":"https://wdpromedia.disney.go.com/media/wdpro-assets/dcl/finder/guest-services/guests-with-disabilities/SpecialServicesInformationForm.pdf","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Cruise Contract clause 10: for injury, illness or death, written notice must be delivered within six (6) months from the day of the event, suit filed within one (1) year, and process served within 120 days after filing.","issues":["safety_incident"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Cruise Contract clause 11: for loss of or damage to property, written notice must be delivered within thirty (30) days after the end of the voyage, and suit filed within one year after the voyage ends, with service within 120 days after filing.","issues":["lost_item","damaged_item"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Cruise Contract clause 12: suits must be brought in a court of competent jurisdiction in Brevard County, Florida, or the U.S. District Court, Middle District of Florida, Orlando Division. The contract has no arbitration clause, but guests waive class actions and must sue individually.","issues":["safety_incident","refund_request","reservation_problem"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Cruise Contract clause 16: liability for guest property is limited to $300 per guest per voyage, unless a higher value is declared in writing before embarkation and 5% of the excess is paid; liability then does not exceed $5,000.","issues":["lost_item","damaged_item"],"source":"https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/","last_verified":"2026-10-13"}],"known_blockers":["disneycruise.disney.go.com Help Center, contact and disability pages returned redirect loops to automated fetches; a person may need to open them in a browser.","The Special Services form is returned by fax or mail, not online."],"notes":"Checked on 2026-10-13 against the U.S. Terms & Conditions (Rev. August 2026) and the U.S. Cruise Contract (Version #16). The Terms & Conditions page is the one the FMC lists as Disney Cruise Line's nonperformance refund policy. If the two conflict, the Cruise Contract controls. The Special Services form found is dated 2015.","official_domains":["disney.go.com","disneycruise.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},{"id":"msc-cruises","name":"MSC Cruises","aliases":["msc","msc cruises usa","msc cruises (usa) llc","msc cruises s.a."],"sector":"cruise","website":"https://www.msccruisesusa.com","regulators":["fmc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"},{"id":"contact-page","type":"portal","label":"Contact Us page (contact center, lost and found form, Special Needs form link)","value":"https://www.msccruisesusa.com/contact-us","purposes":["poor_service","lost_item","accessibility"],"notes":"Known only from search-result snippets; the page returned HTTP 401 to our fetches. Snippets say it links a lost and found form and the Special Needs form.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"},{"id":"accessibility-form","type":"web_form","label":"Accessibility and Medical Requests form","value":"https://www.msccruisesusa.com/accessibility-form-new","purposes":["accessibility"],"notes":"Known only from search-result snippets; msccruisesusa.com returned HTTP 401 to our fetches. The accessibility page snippet says to submit the form at the time of booking, or at the latest 30 days before departure.","source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"No U.S. written complaint form or address could be verified. Send written claims by a method with delivery confirmation and keep proof."},{"rung":"regulator","regulator":"fmc","note":"For a refund MSC owes after it cancelled or delayed a cruise (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund MSC owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If MSC cancels a cruise or delays it three or more days and you choose not to sail, you can claim a refund; MSC recommends sending the claim with delivery confirmation and says valid claims are paid within 180 days. A cancellation you make yourself is not nonperformance. All values here come from search-result snippets.","evidence":["booking number","cancellation or delay notice from MSC","proof of payment and amount","proof of delivery of your claim"],"steps":[{"do":"To cancel a booking yourself, call MSC (or have your travel agent call); the booking terms say cancellation must be requested by telephone.","channel":"customer-service-phone"},{"do":"If MSC cancelled the cruise or delayed it three or more days and you chose not to sail, send a written refund claim by certified mail, registered mail or courier with delivery confirmation. Confirm the claim address with MSC first, because it could not be verified here.","channel":"customer-service-phone"},{"do":"If MSC denies a valid claim or does not pay within 180 days, file with the Federal Maritime Commission.","regulator":"fmc"},{"do":"If a refund MSC owes is still not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"MSC's Nonperformance Refund Claims page says that if a cruise is cancelled or delayed by three or more days and you choose not to sail, you may claim a refund; a passenger's own cancellation is not nonperformance. MSC recommends sending claims by certified mail, registered mail or courier with delivery confirmation, and valid claims are paid within 180 days. From a search-result snippet; the page returned HTTP 401. The FMC links to this page as MSC's official nonperformance policy.","issues":["refund_request"],"source":"https://www.msccruisesusa.com/nonperformance","last_verified":"2026-10-13"},{"kind":"policy","claim":"A search-result snippet of MSC's U.S. booking terms says cancellation charges are assessed on total fares (excluding government fees and taxes and airfare), and that airfare booked through MSC becomes non-refundable twenty-four hours after booking. MSC's documents show different cancellation schedules by version, so the percentages are not recorded here.","issues":["refund_request","cancel_service"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Submit the Accessibility and Medical Requests form at booking, and no later than 30 days before departure; MSC says that after this it may be unable to provide the assistance. Values come from search-result snippets.","evidence":["booking number","the submitted form and confirmation","dates","what was not provided"],"steps":[{"do":"At booking, submit the Accessibility and Medical Requests form; the latest is 30 days before departure.","channel":"accessibility-form"},{"do":"For accessible airport or port transfers, ask your travel agent or the MSC contact center.","channel":"customer-service-phone"},{"do":"On board, report problems at reception or Guest Services before you disembark."},{"do":"After the cruise, send written notice within 15 days of disembarkation and keep proof of delivery."}],"facts":[{"kind":"deadline","claim":"MSC's accessibility page (search-result snippet; the page returned HTTP 401) says guests should submit the Accessibility and Medical Requests form at the time of booking, or at the latest 30 days before departure, and that after this deadline MSC may be unable to provide the level of assistance required.","issues":["accessibility"],"source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"A search-result snippet of MSC's U.S. booking terms says notices of claim for death, illness, emotional stress or personal injury, with full particulars in writing, must be received by MSC within six (6) months (185 calendar days) after the event. The time limit for filing suit was not visible in the snippets.","issues":["safety_incident"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A search-result snippet of MSC's U.S. Conditions of Carriage says notice of loss or damage to luggage must be given in writing before or at disembarkation, or within fifteen (15) calendar days if the loss is not apparent then, and that notice of any other claim (not injury, illness or luggage) must be received in writing within fifteen (15) days from disembarkation. Which document version this text came from could not be confirmed.","issues":["poor_service","reservation_problem","refund_request","accessibility"],"source":"https://www.msccruisesusa.com/conditions-of-carriage","last_verified":"2026-10-13"},{"kind":"policy","claim":"A search-result snippet of MSC's U.S. booking terms says that for cruises that include, embark or disembark at a U.S. port, disputes are resolved exclusively by the U.S. District Court for the Southern District of Florida, and that the booking terms provide for individual legal action only, not class or representative actions.","issues":["refund_request","poor_service","safety_incident"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"}],"known_blockers":["msccruisesusa.com returned HTTP 401 to automated fetches on 2026-10-13, including the contact page, booking terms, Conditions of Carriage and nonperformance page. An agent may need the person to open these pages in a browser.","The booking terms say a cancellation must be requested by telephone, which needs the passenger or travel agent on the call.","No U.S. written complaint form, email or mailing address for claims could be verified."],"notes":"Every value in this file comes from search-result snippets of msccruisesusa.com pages, because the site returned HTTP 401 to direct fetches on 2026-10-13. Verify on the live pages before relying on them. Gaps: the cancellation charge percentages (MSC's documents show several versions), refund processing times, the suit deadline, the claims address, and published hours. Snippets showed two U.S. office addresses (Miami and Fort Lauderdale), so neither is recorded.","official_domains":["msccruisesusa.com","msccruises.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name MSC.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},{"id":"norwegian-cruise-line","name":"Norwegian Cruise Line","aliases":["ncl","norwegian","norwegian cruises","ncl.com"],"sector":"cruise","parent":"Norwegian Cruise Line Holdings","website":"https://www.ncl.com","regulators":["fmc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service & Reservations","value":"+1-866-234-7350","hours":"Mon–Fri 8am–Midnight ET; Sat–Sun 9am–9pm ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"The Guest Ticket Contract (section 17) says cancellations must be telephoned to the Reservations Department. The Nonperformance Policy lists this number, with the Case Submission Form, for refund requests.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-experience-form","type":"web_form","label":"Contact Guest Experience (case submission form, before or after the cruise)","value":"https://www.ncl.com/case-submission","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The contact page says to use it for post-cruise questions, concerns and feedback. One case per reservation. Required: name, address, phone, email, ship, reservation number, sail date, a help category (for example itinerary changes or refunds) and comments up to 3,000 characters; attachments allowed. It asks whether you bought travel protection and, if yes, for proof that the insurer denied compensation. The page showed a Logout link, so sign-in may be needed; no CAPTCHA was seen.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"access-desk-phone","type":"phone","label":"Access Desk (Accessibility Coordinators)","value":"+1-866-584-9756","hours":"Mon–Fri 9:00am–5:30pm ET","purposes":["accessibility"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"access-desk-form","type":"web_form","label":"Accessibility & Medical Questionnaire","value":"https://nclh.my.salesforce-sites.com/AccessDeskForm/","purposes":["accessibility"],"notes":"Hosted on a Salesforce domain; linked from ncl.com's contact and accessibility pages.","source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"},{"id":"travel-protection-phone","type":"phone","label":"Travel Protection","value":"+1-800-722-5672","hours":"Mon–Fri 8am–10pm ET; Sat 9am–5pm ET","purposes":["refund_request"],"source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"guest-claims-email","type":"email","label":"Written notice of injury, illness or death claims (Guest Ticket Contract section 11)","value":"nclguestclaims@ncl.com","purposes":["safety_incident"],"notes":"Notice with a complete factual account must be delivered within 185 calendar days of the incident, by this email or by mail to 7665 Corporate Center Drive, Miami, Florida 33126, ATTN: CLAIMS DEPARTMENT.","source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail (Guest Ticket Contract section 11)","value":"7665 Corporate Center Drive, Miami, Florida 33126, ATTN: CLAIMS DEPARTMENT","purposes":["safety_incident"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"id":"corporate-office-phone","type":"phone","label":"Corporate Office","value":"+1-305-436-4000","hours":"Mon–Fri 8:30am–5:00pm ET","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (onboard lost and found)","value":"https://ncl.lostandfoundsite.net/lost-item-report/","purposes":["lost_item"],"notes":"Third-party site linked from the ncl.com contact page. Claim status at https://ncl.lostandfoundsite.net/claim-status.","source":"https://www.ncl.com/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"guest-experience-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund NCL owes after it cancelled a cruise or delayed it more than 3 calendar days (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund NCL owes but has not paid."},{"rung":"arbitration","note":"Claims other than injury, illness or death go to binding NAM arbitration in Miami-Dade County, or small claims court in Miami-Dade County. Written notice within 30 days of the end of the cruise; legal action within 6 months."}],"playbooks":[{"issue":"refund_request","summary":"If you cancel, the fee depends on days before departure (from 119 days out). If NCL cancels or delays the cruise more than 3 calendar days, request a refund by the 90th day after the original embarkation date; you may decline a future cruise credit.","evidence":["reservation number","boarding pass or cruise documents","proof and amount of payment","cancellation or delay notice"],"steps":[{"do":"To cancel, telephone the Reservations Department (the Guest Ticket Contract requires cancellations by phone). Note the fee tier for the date of the call.","channel":"customer-service-phone"},{"do":"If NCL cancelled or delayed the cruise more than 3 calendar days, submit a refund request on or before the 90th calendar day after the original scheduled embarkation, with the boarding pass or documents and proof and amount of payment.","channel":"guest-experience-form"},{"do":"Decline a future cruise credit if you want money back. NCL says it responds by email or U.S. mail within 180 days of the claim."},{"do":"If the nonperformance claim is denied or not resolved within 180 days, file with the FMC against NCL's financial instrument.","regulator":"fmc"},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"facts":[{"kind":"fee","claim":"NCL's Cancellation Policy (Club Balcony Suites and below, all sailings): 25% at 119 to 91 days before departure, 50% at 90 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less. The Haven Suites, Suites and Garden Villas: 25% at 119 to 106 days, 50% at 105 to 91 days, 75% at 90 to 61 days, 100% at 60 days or less. The schedule begins once money is applied to the reservation; no refunds for no-shows.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"NCL's Nonperformance Policy: if NCL cancels your cruise or delays it more than 3 calendar days, you are entitled to a refund of cruise fare and charges for accommodations, services and facilities, including port fees, taxes and other ancillary charges paid to the carrier. Request it on or before the 90th calendar day after the original scheduled embarkation; NCL responds within 180 days of the claim.","issues":["refund_request","travel_credit"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"NCL's Cancellation Policy says refund processing time is about 3-4 weeks, and cruise and air documents must be returned before a refund is made.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"NCL's website Terms of Use say it does not provide price protection or refunds when a price is reduced or a promotion is offered.","issues":["refund_request","price_adjustment"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"The air deposit made under the Air Choice Program at booking is non-refundable.","issues":["refund_request"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"After an NCL cancellation or a delay of more than 3 days, a future cruise credit is an offer you may decline in favor of a refund.","evidence":["reservation number","cancellation or delay notice","the credit offer","proof of payment"],"steps":[{"do":"If you do not want the credit, ask for the refund in writing within 90 calendar days after the original embarkation date.","channel":"guest-experience-form"},{"do":"If NCL does not resolve it within 180 days or denies it, file with the FMC.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"The Nonperformance Policy says NCL may offer an alternative to a refund, such as a future cruise credit, which you are free to decline.","issues":["travel_credit"],"source":"https://www.ncl.com/about/additional-terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"The Guest Ticket Contract lets NCL change ports, the route or the ship without liability, except for mechanical failure. For non-injury claims, written notice is due within 30 days after the cruise ends.","evidence":["reservation number","original itinerary","change notices","onboard folio","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records."},{"do":"Within 30 days after the cruise ends, give NCL written notice with full particulars through the Guest Experience form. Keep a copy.","channel":"guest-experience-form"},{"do":"If unresolved, the contract requires NAM arbitration in Miami-Dade County (or small claims court there), started within 6 months from the date the claim arose."}],"facts":[{"kind":"deadline","claim":"Guest Ticket Contract section 16(b): no claim other than injury, illness or death may be brought unless written notice giving full particulars is delivered within thirty (30) days of the end of the cruise and legal action is started within six (6) months from the date the claim arose.","issues":["reservation_problem","refund_request","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Guest Ticket Contract section 7: NCL may deviate from the voyage, cancel any port call, substitute another vessel or ports without liability; if the vessel does not sail, it may re-berth guests on a substitute or, at its option, refund the fare or a pro rata part. Section 7(f): if a voyage is cancelled for mechanical failure, guests get a full refund of the cruise fare, or a partial refund if it ends early, plus transport and lodging if needed.","issues":["reservation_problem","refund_request"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Notify the Access Desk at least 45 days before sailing (90 days for interpreters) and complete the Accessibility & Medical Questionnaire.","evidence":["reservation number","sail date","description of the accommodation needed"],"steps":[{"do":"Complete the Accessibility & Medical Questionnaire at least 45 days before sailing, or 90 days for interpreters.","channel":"access-desk-form"},{"do":"Call the Access Desk to confirm the arrangements.","channel":"access-desk-phone"},{"do":"After the cruise, report an accommodation that was not provided through the Guest Experience form.","channel":"guest-experience-form"}],"facts":[{"kind":"deadline","claim":"NCL's accessibility page asks guests to notify the Access Desk at least 90 days before sailing for interpreters and 45 days for other needs.","issues":["accessibility"],"source":"https://www.ncl.com/cruise-preparation/accessibility","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Guest Ticket Contract section 11(a): no suit for injury, illness or death unless written notice with a complete factual account is delivered within 185 calendar days of the incident, and suit is filed within one (1) year of the incident.","issues":["safety_incident"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Guest Ticket Contract section 15(b): for cruises that embark, disembark or call at a U.S. port, injury, illness or death suits must be filed in the U.S. District Court for the Southern District of Florida in Miami, or, if it lacks subject matter jurisdiction, a court in Miami-Dade County.","issues":["safety_incident"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"Guest Ticket Contract section 16(a): all other claims, except those brought in small claims court in Miami-Dade County, go to binding arbitration in Miami-Dade County administered by National Arbitration and Mediation (NAM). Each party pays its own costs and attorney fees and the cost of the arbitration is split equally. Section 11(b) waives class actions.","issues":["refund_request","reservation_problem","poor_service"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"limit","claim":"Guest Ticket Contract section 8(b): the guest's baggage and property is deemed not to exceed U.S. $100.00 in value, and NCL's liability is capped at that sum unless the guest declares a higher value in writing and pays 5% of the excess before embarkation. Loss or damage during loading or disembarking must be reported before leaving the U.S. Customs area (section 8(d)).","issues":["lost_item","damaged_item"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"},{"kind":"fee","claim":"Guest Ticket Contract section 3(a): NCL may charge a fuel supplement, even on fully paid bookings, if West Texas Intermediate crude closes above $65.00 USD per barrel; it will not exceed $10.00 USD per passenger per day. NCL may also pass through taxes, fees and port expenses that exceed its estimates.","issues":["bill_increase"],"source":"https://www.ncl.com/content/dam/ncl/us/en/downloads/travel-documents/US-EN_Guest%20Ticket%20Contract%2002%202026.FINAL.pdf","last_verified":"2026-10-13"}],"known_blockers":["Cancellations must be telephoned to the Reservations Department, so an agent cannot cancel by form or email.","The Guest Experience form may need sign-in (the page showed a Logout link) and asks you to certify travel insurance status.","The contact page's \"Speak With A Consultant\" chat link is a placeholder; no working chat link was found."],"notes":"Checked on 2026-10-13 against the Guest Ticket Contract marked 02/2026 and ncl.com Terms & Conditions. The Terms & Conditions page is the one the FMC lists as NCL's nonperformance refund policy. The Cancellation Policy table has no row for 120 or more days before departure and does not state the cruise deposit amount (it links to a separate Payment Schedule).","official_domains":["ncl.com","nclcorp.com"],"security":{"known_scams":[{"kind":"policy","claim":"NCL warns that people posing as its recruiters send fake job offers and employment contracts by email, sometimes asking for visa applications back. NCL's hiring partners never charge application, processing or agency fees.","source":"https://www.ncl.com/ar/es/Acerca-de/Empleos/Empleos-a-bordo-68q1a/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},{"id":"princess-cruises","name":"Princess Cruises","aliases":["princess","princess cruise lines","princess cruise lines ltd","1-800-princess"],"sector":"cruise","parent":"Carnival Corporation & plc","website":"https://www.princess.com","regulators":["fmc"],"channels":[{"id":"sales-support-phone","type":"phone","label":"Sales & Support (1-800-PRINCESS)","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","purposes":["refund_request","travel_credit","reservation_problem","cancel_service","accessibility"],"notes":"The pre-cruise FAQ also tells guests to call this number to report a suspected scam, and to choose option 5 to cancel a Future Cruise Package. Alaska cruisetours have a separate line, 1-888-260-0837.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Live Chat (pre-cruise support)","value":"https://book.princess.com/captaincircle/customerCare.page","hours":"Mon–Fri 9:00 a.m.–12:00 a.m. ET; Sat–Sun 10:00 a.m.–9:00 p.m. ET","purposes":["reservation_problem","travel_credit"],"notes":"The Contact Us page shows a \"Live Chat with Us\" button but no direct chat URL.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"Support Request form (post-cruise questions and comments, out-of-pocket reimbursement, future cruise deposits)","value":"https://book.princess.com/captaincircle/customerCare.page","purposes":["poor_service","reservation_problem","refund_request","travel_credit"],"notes":"The form is on the Contact Us page. \"What can we help you with?\" topics: Pre-cruise Support, Post Cruise Questions/Comments, Captain's Circle Membership, Contact/Profile Preferences, Out of Pocket Reimbursement and Future Cruise Deposits. Out-of-pocket reimbursement takes about four weeks from receipt and is paid by mailed check.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"head-office-mail","type":"mail","label":"Princess Cruises head office, Santa Clarita (listed on the Contact Us page without a label)","value":"Princess Cruises, 24305 Town Center Drive, Santa Clarita, CA 91355","purposes":["poor_service","refund_request"],"notes":"The page does not say which department handles mail at this address. Use a method with delivery confirmation.","source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"id":"access-office-email","type":"email","label":"Access Office (accessibility requests, service animal approval, oxygen)","value":"AccessOfficePrincess@PrincessCruises.com","purposes":["accessibility"],"notes":"The page says the North America team supports all accessibility-related inquiries globally. Medical inquiries go to GuestMedical@HAGroup.com.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"},{"id":"mobility-questionnaire","type":"web_form","label":"Mobility Questionnaire (for guests bringing or renting a mobility device)","value":"https://www.princess.com/en-us/mobility-device-form","purposes":["accessibility"],"notes":"Complete it before the cruise. The page gives no deadline.","source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"sales-support-phone"},{"rung":"written_complaint","channel":"support-request-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Princess owes after it cancelled or delayed a cruise (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Princess owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If Princess cancels your cruise or delays it more than 3 calendar days and you do not take the alternative, send the refund claim on or before the 180th calendar day after the original embarkation. If you cancel, the charge depends on the booking date, cruise length and days before departure. Refunds go to the original payment method.","evidence":["travel summary or booking confirmation","proof of payment and amount","cancellation or delay notice","date you cancelled"],"steps":[{"do":"If you cancel, check the cancellation schedule that applies to your booking date (on or after, or before, September 2, 2026) and cruise length. Prepaid shore excursions and onboard purchases are refunded in full."},{"do":"If Princess cancelled the cruise or delayed it more than 3 calendar days and you do not accept the alternative cruise or do not travel, send a copy of the travel summary, proof of payment (and amount) and the cancellation or delay notice. Booked directly? Send it to the Contact Center; booked through a travel advisor? Send it to the advisor. Do it on or before the 180th calendar day after the original embarkation.","channel":"sales-support-phone"},{"do":"Also put the claim in writing through the Support Request form, so you have a dated record.","channel":"support-request-form"},{"do":"If Princess denies the nonperformance claim or does not reply within 180 days, file with the Federal Maritime Commission.","regulator":"fmc"},{"do":"If a refund Princess owes is still not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Princess's Nonperformance of Cruise Refund Policy: if Princess cancels your cruise, or delays it for more than 3 calendar days, and you do not accept an alternative cruise or choose not to travel on the delayed one, submit the claim on or before the 180th calendar day after the original scheduled embarkation. Princess replies by email within 180 days of the date the claim is made.","issues":["refund_request"],"source":"https://www.princess.com/legal/nonperformance-of-cruise-refund-policy/","last_verified":"2026-10-13"},{"kind":"fee","claim":"For bookings made on or after September 2, 2026, cruises up to 44 days: 120 days or more before departure, the deposit (unless a refundable deposit was purchased); 113–119 days, 25% of Items; 91–112 days, 50%; 61–90 days, 75%; 60 days or less, 100%. For cruises of 45+ days: deposit only from 121 days or more; 113–120 days, 30%; 61–112 days, 50%; 60 days or less, 100%. \"Items\" means the Total Cruise Price plus any cruise package and pre-purchased gifts or special services.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"For bookings made before September 2, 2026, 1–13 day cruises: 90 days or more before departure, the deposit (unless a refundable deposit was purchased); 75–89 days, 25% of Items; 61–74 days, 50%; 31–60 days, 75%; 30 days or less, 100%. 14–24 day cruises: 120 days or more, the deposit; 113–119 days, 25%; 91–112 days, 50%; 61–90 days, 75%; 60 days or less, 100%. 25–44 day cruises: 120 days or more, the deposit; 113–119 days, 25%; 61–112 days, 50%; 60 days or less, 100%.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"With a non-refundable deposit, or a promotion that is 100% non-refundable from payment, you are not entitled to any refund of the deposit (and, for 100% non-refundable promotions, of the Cruise Charges). For reduced-deposit promotions, the initial cancellation fee cannot exceed the deposit paid.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Passage Contract says refunds are made directly to the method of payment used at booking, or to your travel advisor. On cancellation, the balance of prepaid Government Taxes and Fees and Required Cruise Fees and Expenses is refunded after deducting any cancellation fees.","issues":["refund_request"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 8: Princess may, for any reason and without prior notice, cancel the cruise or deviate from scheduled ports. If the cruise is cancelled because of mechanical failure, you are entitled to a full refund of the Total Cruise Price; if Princess cancels before the cruise begins, it refunds the Total Cruise Price less any air or accommodation charges incurred. In other cases the contract says Princess is not liable for damages or a refund of the Cruise Charges.","issues":["refund_request","reservation_problem"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Princess's FAQ says its Cancellation Protection waives cancellation fees only if Princess is notified by telephone or in writing at least 72 hours prior to midnight on the guest's scheduled departure date; it does not cover trip interruption.","issues":["refund_request","cancel_service"],"source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"The standard cancellation policy gives no cruise credit; credit comes only through Princess Vacation Protection or a Future Cruise Package. Book Future Cruise Package credits within 18 months of purchase.","evidence":["booking number","credit or Future Cruise Deposit details","purchase date","expiry date"],"steps":[{"do":"Check whether the credit came from Princess Vacation Protection, a Future Cruise Package or a Future Cruise Deposit bought on board. The balance is in your My Princess account."},{"do":"To extend a Future Cruise Deposit, use the Support Request form (topic Future Cruise Deposits); each holder needs a separate request.","channel":"support-request-form"},{"do":"If Princess cancelled or delayed your cruise more than 3 calendar days, you can claim a refund instead of a credit (see refund_request).","channel":"sales-support-phone"},{"do":"If Princess refuses the nonperformance refund, file with the Federal Maritime Commission.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"\"The standard Princess cancellation policy does not grant cruise credit.\" Eligible U.S. and Canadian residents (excluding New York, British Columbia, Puerto Rico and Quebec) may get cruise credit through Princess Vacation Protection.","issues":["travel_credit"],"source":"https://www.princess.com/en-us/plan/standard-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Future cruise credits from a Future Cruise Package must be booked within 18 months of the package purchase date. A Future Cruise Package can be cancelled within seven business days after purchase (30 days in Florida) by calling 1-800-PRINCESS, option 5.","issues":["travel_credit"],"source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"},{"kind":"process","claim":"Future Cruise Deposit extension requests are processed within 10 business days, need a separate request for each holder, and cover only Future Cruise Deposits bought on board a previous sailing.","issues":["travel_credit"],"source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"When Princess changes a voyage or itinerary, claim reasonable extra expenses through the Out of Pocket Reimbursement option; it takes about four weeks and pays by mailed check. Non-injury claims need written notice within 15 days of the cruise's end.","evidence":["booking number","change notice from Princess","receipts for extra expenses","what was promised and what happened"],"steps":[{"do":"Raise the problem on board at the Guest Services desk before the cruise ends."},{"do":"Within 15 days of the actual or scheduled end of the cruise, send written notice through the Support Request form. For extra costs caused by a Princess change, choose Out of Pocket Reimbursement and attach receipts.","channel":"support-request-form"},{"do":"If a refund Princess owes is not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Out of Pocket Reimbursement covers reasonable expenses from changes Princess made to a voyage or itinerary. It takes about four weeks from receipt and is paid by mailed check. Alternative holiday plans and wages are not reimbursed.","issues":["reservation_problem"],"source":"https://book.princess.com/captaincircle/customerCare.page","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Passage Contract Section 17: for claims other than injury, illness or death, written notice must be delivered to Princess within 15 days of the actual or scheduled termination date of the cruise; legal action must be commenced within 1 year from the scheduled termination date and served within 90 days after commencement.","issues":["reservation_problem","poor_service","refund_request"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Raise stateroom needs at booking, and email the Access Office for service animals, oxygen and equipment. Some requests have deadlines: large print or Braille menus 60 days before sailing, dietary requests 90 days.","evidence":["booking number","ship and sailing date","requests sent and replies","what was not provided"],"steps":[{"do":"At booking, tell your travel advisor or Princess reservations about accessible stateroom, transfer, interpreter and equipment needs.","channel":"sales-support-phone"},{"do":"Email the Access Office for service animal approval (booking number, ship, sailing date and the animal's trained tasks), oxygen and other accessibility questions.","channel":"access-office-email"},{"do":"If you bring or rent a mobility device, complete the Mobility Questionnaire before the cruise.","channel":"mobility-questionnaire"},{"do":"Ask for large print, Braille or electronic menus at least 60 days before sailing, and submit dietary requests in the Princess app 90 days before the voyage."},{"do":"After the cruise, send written notice of the problem within 15 days of the end of the cruise (the contract deadline for non-injury claims), for example by email to the Access Office and through the Support Request form.","channel":"access-office-email"}],"facts":[{"kind":"deadline","claim":"Princess's accessibility page says to notify Princess at least 60 days before sailing for large print, Braille or electronic menus, to submit dietary requests and food allergies through the Princess app 90 days before the voyage, and to request sign language interpreters, special equipment and accessible transfers at booking. Emotional support animals are not permitted.","issues":["accessibility"],"source":"https://www.princess.com/accessibility-at-sea","last_verified":"2026-10-13"},{"kind":"policy","claim":"The July 23, 2015 ADA settlement between the United States and Carnival Corporation covers Princess Cruises ships among 62 ships and requires three percent of total cabins to be accessible. This is an archived DOJ page; it does not say whether the agreement is still in force.","issues":["accessibility"],"source":"https://archive.ada.gov/carnival/carnival_fact_sheet.html","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Passage Contract Section 17: for injury, illness or death, written notice must be delivered to Princess within 6 months from the date of the injury, illness or death; a suit must be filed within 1 year from that date and served within 90 days of filing.","issues":["safety_incident"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"policy","claim":"Passage Contract Section 17: injury, illness and death claims must be litigated in the U.S. District Court for the Southern District of Florida in Miami. All other claims go to binding arbitration in Miami-Dade County, Florida, except small claims. The contract waives class actions and class arbitration (the waiver does not apply to Australian guests). The contract shown is \"Updated August 2026 Version 1.0\".","issues":["refund_request","poor_service","reservation_problem","safety_incident"],"source":"https://www.princess.com/en-us/legal/passage-contract/pcl","last_verified":"2026-10-13"},{"kind":"process","claim":"Princess publishes two passage contracts; the Princess Cruise Lines, Ltd. contract applies to most voyages, and a second one applies to select voyages from Australia, Japan, Singapore, China and Korea. Booked guests can see the contract for their voyage in Manage Booking.","source":"https://www.princess.com/legal/passage_contract/","last_verified":"2026-10-13"}],"known_blockers":["The Contact Us page does not give direct URLs for Live Chat or the Support Request form; both open from the page.","Princess publishes no email address for post-cruise complaints; the written route is the Support Request form or mail.","Credit balances and the voyage-specific passage contract are in My Princess / Manage Booking, which needs sign-in."],"notes":"Checked on 2026-10-13 by loading princess.com pages. The Passage Contract page is \"Updated August 2026 Version 1.0\"; Section 7 and the standard cancellation policy both show the schedule for bookings made on or after September 2, 2026. The standard policy page gives no refund processing time. The contract requires notice \"delivered to Carrier\" but the loaded text gave no notice address. The Contact Us page also lists UK, Australian and New Zealand numbers.","official_domains":["princess.com","princesscruises.com"],"security":{"never_asks":[{"kind":"policy","claim":"\"Princess Cruises will NEVER ask for your Princess.com online account password or your credit card number.\" Customer service representatives will never ask for your account password. If someone contacts you unexpectedly, hang up and call Princess back at a number you already know, not a callback number the caller gives.","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name Princess.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam to Princess Customer Service","value":"+1-800-774-6237","hours":"Mon–Fri 9:00 a.m.–10:00 p.m. ET; Sat–Sun 9:00 a.m.–8:00 p.m. ET","source":"https://www.princess.com/faq/pre-cruise","last_verified":"2026-10-13"}]}},{"id":"royal-caribbean","name":"Royal Caribbean International","aliases":["royal caribbean","royal caribbean cruises","royal caribbean cruise line","royalcaribbean.com"],"sector":"cruise","parent":"Royal Caribbean Group","website":"https://www.royalcaribbean.com","regulators":["fmc"],"channels":[{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"online-assistance-phone","type":"phone","label":"Online Assistance (website and online account help)","value":"+1-800-398-9819","hours":"Mon–Fri 8am–11pm ET, Sat–Sun 9am–6pm ET","purposes":["account_access"],"source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"special-needs-form","type":"web_form","label":"Guest Special Needs page (form for accessibility requests)","value":"https://www.royalcaribbean.com/resources/guest-special-needs","purposes":["accessibility"],"notes":"Submit at the time of booking and no later than 30 days before sailing (60 days for sign language interpreting). An automated confirmation comes within 24 hours and a personal response within 48 hours. The fetched page text did not show the form fields themselves; search results describe this page as the form.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"special-needs-email","type":"email","label":"Accessibility (special needs) team email","value":"special_needs@rccl.com","purposes":["accessibility"],"notes":"The Guest Special Needs page says to email this address and/or call +1-866-592-7225 if you do not get the confirmation.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"special-needs-phone","type":"phone","label":"Accessibility (special needs) team phone","value":"+1-866-592-7225","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"shorex-access-email","type":"email","label":"Accessible shore excursions team","value":"shorexaccess@rccl.com","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"guest-claims-email","type":"email","label":"Written notice of injury, illness or death claims (Ticket Contract section 10)","value":"guestclaims@rccl.com","purposes":["safety_incident"],"notes":"For U.S. cruises, written notice with full particulars must be delivered within six months of the injury, illness or death, by email to this address or by mail to C/O Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, FL 33132. Cruises outside the U.S. use claims.intl@rccl.com or RCL Cruises Ltd. in Weybridge, England.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"reservations-phone","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone)."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid."},{"rung":"arbitration","channel":"legal-notice-mail","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose."}],"playbooks":[{"issue":"refund_request","summary":"If you cancel, the refund depends on cruise length and days before sailing. If Royal Caribbean cancels or delays embarkation by 3 or more days, it issues a future cruise credit by default; ask for a refund instead within 6 months.","evidence":["reservation number","booking confirmation with its cancellation schedule","proof and amount of payment","cancellation or delay notice"],"steps":[{"do":"Check the booking date. Bookings made before October 11, 2026 follow the cancellation schedule in the booking confirmation; later bookings follow the Ticket Contract table."},{"do":"To cancel or ask about a refund, call Reservations (or your travel advisor if one booked the cruise). The cancellation takes effect when Royal Caribbean receives it.","channel":"reservations-phone"},{"do":"If Royal Caribbean cancelled the cruise or delayed embarkation by 3 or more days and you did not sail, ask for a refund instead of the automatic future cruise credit, within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier.","channel":"post-cruise-phone"},{"do":"Allow about 7 to 10 days after the refund is processed for it to post, and up to 30 days. Then send a written request through the contact form with the reservation number.","channel":"contact-form"},{"do":"For a nonperformance refund still not paid 180 days after your written claim, or denied, file with the FMC against the line's financial instrument.","regulator":"fmc"},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"facts":[{"kind":"fee","claim":"For bookings made on or after October 11, 2026, Ticket Contract section 8.b charges per guest: 1 to 4 night cruises, no charge 75 or more days before sailing, 50% at 74 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 5 to 9 nights, no charge at 90 or more days, 50% at 89 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 10 or more nights, no charge at 120 or more days, 50% at 119 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less. Non-refundable deposits are kept even in the no-charge window.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"fee","claim":"The cancellation FAQ gives the schedule for bookings made before October 11, 2026: 5 to 14 nights, no charge at 90 or more days, 25% at 89 to 75 days, 50% at 74 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 15 or more nights, no charge at 120 or more days, 25% at 119 to 75 days, then the same 50%, 75% and 100% steps. 1 to 4 night cruises use the same schedule as newer bookings.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Some fares need a non-refundable deposit that \"shall not be refunded at any time after it has been paid.\" If you cancel a non-refundable deposit fare before final payment, the full deposit is kept and other payments are refunded.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract section 8.d: on cancellation, prepaid Taxes and Fees, Gratuities and Fuel Supplement are refunded after any cancellation charges are deducted. Refunds go to the original credit card, or to the travel agent if the agent paid. No refund for cancellation after the cruise begins, early disembarkation or a no-show.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Royal Caribbean says refunds usually post to the original form of payment about 7 to 10 days after they are fully processed, and some may take up to 30 days; the bank sets the posting time.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/how-long-do-refunds-take-to-process","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If Royal Caribbean cancels a cruise, or delays embarkation by 3 or more days and you do not take the delayed or substitute sailing, it issues a future cruise credit automatically. You can ask for a refund instead within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier. Chartered sailings are handled by the reseller that sold them.","issues":["refund_request","travel_credit"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument, with the boarding pass, proof and amount of payment, the cancellation or delay notice and dated proof of the claim to the line.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"When Royal Caribbean cancels, it issues a future cruise credit (FCC) by default. You can switch to a refund within 6 months. For other non-injury claims the contract limits Royal Caribbean's liability to an FCC.","evidence":["FCC notice or certificate","reservation number","cancellation or delay notice","proof of payment"],"steps":[{"do":"Decide whether you want the credit. If not, ask for a refund within 6 months of the cancellation date or scheduled embarkation date, whichever is earlier.","channel":"post-cruise-phone"},{"do":"Confirm the request in writing through the contact form and keep the reply.","channel":"contact-form"},{"do":"If a refund for a cancelled or 3-day-delayed cruise is refused or not paid within 180 days, file with the FMC.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"Ticket Contract section 7.a: Royal Caribbean may cancel all or part of the agreement without prior notice, and the guest's sole and exclusive remedy is a refund or a future cruise credit.","issues":["travel_credit","refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Ticket Contract section 12.f: except for personal injury, illness or death, Royal Caribbean's aggregate liability to a guest is limited to a future cruise credit not to exceed the cruise fare paid.","issues":["travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"The Ticket Contract lets Royal Caribbean skip or change ports, change the itinerary or substitute the ship without compensation. Mechanical failure is the exception: a full refund if the whole cruise is cancelled, a partial refund if it ends early.","evidence":["reservation number","original itinerary","notices of the change","onboard folio","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records of what you were told."},{"do":"After the cruise, call Post Cruise Assistance, then write through the contact form with the reservation number and the remedy you want.","channel":"post-cruise-phone"},{"do":"If the cruise was cancelled or embarkation delayed 3 or more days, use the refund_request steps."},{"do":"For a dispute that stays unresolved, send the signed Notice of Dispute by mail or courier. Arbitration can start only after the 60-day informal resolution period, and must start within one year of the date the claim arose.","channel":"legal-notice-mail"}],"facts":[{"kind":"policy","claim":"Ticket Contract section 7.b: Royal Caribbean may for any reason, at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call or destination, and is not liable for any claim, including loss, compensation or refund, except for mechanical failures (section 7.d) or as applicable law requires. Section 7.e lets it substitute another vessel without liability.","issues":["reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Ticket Contract section 7.d: for mechanical failures, guests get a full refund of the Cruise Fare if the whole cruise is cancelled, or a partial refund if it is terminated early, plus transportation and in some cases lodging selected by Royal Caribbean.","issues":["reservation_problem","refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Submit the Guest Special Needs Form at booking and no later than 30 days before sailing (60 days for sign language interpreting).","evidence":["reservation number","sail date","description of the accommodation needed","confirmation email"],"steps":[{"do":"Submit the Guest Special Needs Form at booking and no later than 30 days before sailing; sign language interpreting requests no later than 60 days before.","channel":"special-needs-form"},{"do":"If no automated confirmation arrives within 24 hours, email the accessibility team or call it to confirm.","channel":"special-needs-email"},{"do":"Call the accessibility team if there is no personal response within 48 hours.","channel":"special-needs-phone"},{"do":"Arrange accessible shore excursions separately with the shore excursions access team.","channel":"shorex-access-email"}],"facts":[{"kind":"deadline","claim":"The Guest Special Needs page asks for the form at the time of booking and no later than 30 days before sailing; sign language interpreting requests must be submitted 60 days before sailing. It promises an automated confirmation within 24 hours and a personal response within 48 hours.","issues":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Ticket Contract section 10.b.iii (U.S. cruises): for injury, illness or death, written notice with full particulars must be delivered within six months, suit must be filed within one year, and process served within 120 days after filing. All other claims must be started in arbitration within one year from the date the cause arose or they are forever barred.","issues":["safety_incident","refund_request","reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract section 10.b.i: lawsuits must be filed in the U.S. District Court for the Southern District of Florida in Miami-Dade County, or, if that court lacks subject matter jurisdiction, a court in Miami-Dade County. U.S. general maritime law governs.","issues":["safety_incident"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"process","claim":"Ticket Contract section 10.c: all claims except personal injury, illness or death go to individual arbitration under the American Arbitration Association Consumer Arbitration Rules; class and representative proceedings are not allowed. A signed Notice of Dispute and a 60-day informal resolution period come first. If the claims total US$750 or less, Royal Caribbean pays all AAA fees when the guest met the notice requirements.","issues":["refund_request","travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Ticket Contract section 4.c: liability for guest property is limited to $300.00 per guest unless the guest declares the true value in writing and pays 5% of the amount above $300.00; liability is then capped at the declared value, not exceeding $5,000.","issues":["lost_item","damaged_item"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Ticket Contract page is marked R(US)OCT2026 and applies to guests whose primary country of residence is the United States. Section 1 says Royal Caribbean may change the contract terms and that notice may or may not be given.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"known_blockers":["The Send Us a Message form has no direct URL; it is embedded in the contact us page.","The Notice of Dispute must be personally signed by the guest and sent by U.S. mail or courier.","Refunds for bookings paid by a travel advisor go back to the advisor, and chartered sailings must be handled through the reseller.","Some royalcaribbean.com pages (for example the accessible cruising page) returned HTTP 403 to automated fetches."],"notes":"Checked on 2026-10-13. Royal Caribbean changed its cancellation schedule for bookings made on or after October 11, 2026 (and certain 2028 Alaska, Hawaii, Transpacific, Panama Canal and Pacific Coastal sailings booked on or after September 29, 2026); older bookings keep the schedule in their confirmation. The cancellation FAQ is the page the FMC lists as Royal Caribbean's nonperformance refund policy.","official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},{"id":"convergent-outsourcing","name":"Convergent Outsourcing (now Transworld Systems)","aliases":["convergent","convergent outsourcing inc","convergent resources","convergent healthcare recoveries"],"sector":"debt_collector","parent":"Transworld Systems Inc.","website":"https://www.convergentusa.com","official_domains":["convergentusa.com","tsico.com"],"regulators":["cfpb","ftc"],"notes":"On 2026-10-13 convergentusa.com redirected (HTTP 301) to tsico.com, the site of Transworld Systems Inc. (TSI). TSI completed its acquisition of Account Control Technology Holdings in June 2021, and trade press reported that ACT owned Convergent Outsourcing, Inc. We found no notice on TSI's site about Convergent accounts, so confirm with the collector named on your letter. CFPB complaints still appear under \"Convergent Resources, Inc.\".","channels":[{"id":"tsi-main-phone","type":"phone","label":"Transworld Systems main line","value":"+1-866-228-9034","hours":"Monday through Friday, 8:00 am to 5:00 pm EST","purposes":["debt_collection","credit_report_error"],"access":"human_only","source":"https://tsico.com/consumer-support-hub/","last_verified":"2026-10-13"},{"id":"tsi-consumer-hotline","type":"phone","label":"TSI Consumer Hotline (complaints about how TSI is collecting a debt)","value":"+1-866-545-9191","hours":"Monday through Friday, 8:00 am to 5:00 pm EST","purposes":["debt_collection"],"access":"human_only","source":"https://tsico.com/consumer-support-hub/","last_verified":"2026-10-13"},{"id":"tsi-contact-form","type":"web_form","label":"TSI consumer contact form (written complaints)","value":"https://my.tsico.com/contact-us/consumer","purposes":["debt_collection","credit_report_error"],"notes":"TSI says not to include payment card or bank information in the form.","source":"https://tsico.com/consumer-support-hub/","last_verified":"2026-10-13"}],"escalation":[{"rung":"written_complaint","channel":"tsi-contact-form","note":"Dispute in writing within the validation period, at the address on the validation notice."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"debt_collection","summary":"Check which company now holds the account, then dispute in writing at the address on the validation notice.","evidence":["validation notice with the end date of the validation period","account and original creditor numbers","copies of what you send"],"steps":[{"do":"Check the collector's name and address on the letter. If it says Convergent, ask TSI whether it now handles the account.","channel":"tsi-main-phone"},{"do":"Before the validation period ends, send a written dispute by certified mail to the address on the notice, asking for verification and the original creditor's name and address."},{"do":"Complain about collection conduct through TSI's form or Consumer Hotline.","channel":"tsi-contact-form"},{"do":"If collection continues without verification, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"}]},{"issue":"credit_report_error","summary":"Dispute the entry with each credit bureau and directly with the furnisher at the address on your credit report.","evidence":["credit report page with the entry","proof that it is wrong"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Send a direct dispute to the address on your credit report for the furnisher."},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Transworld Systems Inc. announced that it completed its acquisition of Account Control Technology Holdings, Inc. (ACT Holdings) in June 2021.","source":"https://tsico.com/?p=57345","last_verified":"2026-10-13"},{"kind":"policy","claim":"Trade press reported on June 7, 2021 that the companies owned and operated by ACT included Convergent Outsourcing, Inc., Convergent Revenue Cycle Management, Inc. and Convergent Healthcare Recoveries, Inc.","source":"https://www.accountsrecovery.net/2021/06/07/tsi-continues-acquisition-binge-buying-account-control-technology/","last_verified":"2026-10-13"},{"claim":"The CFPB received 48 complaints about Convergent Resources, Inc. from July 1, 2025 to June 30, 2026 (debt collection 39; credit reporting 9). All 48 were closed with explanation and all were timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Convergent%20Resources%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"known_blockers":["Convergent's own site no longer exists; it redirects to Transworld Systems.","Neither site publishes a dispute mailing address."]},{"id":"jefferson-capital","name":"Jefferson Capital","aliases":["jefferson capital systems","jefferson capital systems llc","jcap"],"sector":"debt_collector","parent":"Jefferson Capital, Inc.","website":"https://www.jcap.com","account_url":"https://myjcap.com","official_domains":["jcap.com","myjcap.com"],"regulators":["cfpb","ftc"],"notes":"Jefferson Capital buys and collects consumer debts. Its SEC filing lists subsidiaries including Jefferson Capital Systems, LLC and CL Holdings, LLC (both Georgia). The CFPB complaint database has no company named Jefferson Capital; it lists complaints under \"CL Holdings LLC\", which we could not confirm is the same business, so treat that count as probable, not certain. Jefferson Capital publishes no dispute mailing address on its site; use the address on your validation notice.","channels":[{"id":"consumer-phone","type":"phone","label":"Jefferson Capital consumer phone","value":"+1-833-851-5552","purposes":["debt_collection","credit_report_error"],"access":"human_only","notes":"The site lists no hours.","source":"https://www.jcap.com/contact-us","last_verified":"2026-10-13"},{"id":"consumer-portal","type":"portal","label":"Consumer Account Support Department (account portal)","value":"https://myjcap.com","purposes":["debt_collection","credit_report_error"],"notes":"Linked from jcap.com's contact page. The portal needs JavaScript.","source":"https://www.jcap.com/contact-us","last_verified":"2026-10-13"},{"id":"company-mail","type":"mail","label":"Jefferson Capital company address","value":"Jefferson Capital, 200 14th Ave E, Sartell, MN 56377","purposes":["debt_collection"],"notes":"General company address on jcap.com, not labeled for disputes. Send a written dispute to the address on your validation notice first.","source":"https://www.jcap.com/","last_verified":"2026-10-13"}],"escalation":[{"rung":"written_complaint","note":"Dispute in writing within the validation period, at the address on the validation notice."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"debt_collection","summary":"Dispute in writing at the address on the validation notice before the validation period ends.","evidence":["validation notice with the end date of the validation period","Jefferson Capital and original account numbers","proof of payment or identity theft report","copies of what you send"],"steps":[{"do":"Find the date the validation notice gives as the end of the validation period, and the dispute address on the notice."},{"do":"Before that date, send a written dispute by certified mail asking for verification and the original creditor's name and address. Keep a copy."},{"do":"If the notice gives no address, send it to the company address too.","channel":"company-mail"},{"do":"If Jefferson Capital keeps collecting without sending verification, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"}]},{"issue":"credit_report_error","summary":"Dispute the entry with each credit bureau and directly with Jefferson Capital at the address on your credit report.","evidence":["credit report page with the entry","proof of payment or identity theft report"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Send a direct dispute to the address on your credit report for Jefferson Capital."},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Jefferson Capital, Inc.'s list of subsidiaries filed with the SEC (June 2025) includes Jefferson Capital Holdings, LLC, CL Holdings, LLC and Jefferson Capital Systems, LLC.","source":"https://www.sec.gov/Archives/edgar/data/2046042/000110465925059104/tm2430355d14_ex21-1.htm","last_verified":"2026-10-13"},{"claim":"The CFPB received 25,014 complaints about \"CL Holdings LLC\" from July 1, 2025 to June 30, 2026 (debt collection 20,377; credit reporting 4,439). 20,052 were closed with explanation and 4,961 with non-monetary relief. The CFPB does not say this is Jefferson Capital; the name matches a Jefferson Capital subsidiary.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CL%20Holdings%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"known_blockers":["Jefferson Capital publishes no dispute address or hours on its site.","The consumer portal needs JavaScript and sign-in."]},{"id":"lvnv-funding","name":"LVNV Funding (serviced by Resurgent Capital Services)","aliases":["lvnv","lvnv funding llc","resurgent","resurgent capital services","resurgent capital services lp"],"sector":"debt_collector","website":"https://www.lvnvfunding.com","official_domains":["lvnvfunding.com","resurgent.com"],"security":{"known_scams":[{"kind":"policy","claim":"Resurgent warns of scams in which harassing or threatening calls are made about payday, credit or collection accounts. It says not to give a caller claiming to be Resurgent any financial, account, payment or personal information, and not to follow the caller's instructions.","source":"https://www.resurgent.com/scams-and-frauds","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resurgent says licensed, reputable collectors will not threaten arrest, jail or physical harm, threaten to freeze your assets without due process, use obscene language, or keep calling when they know you have a lawyer.","source":"https://www.resurgent.com/scams-and-frauds","last_verified":"2026-10-13"}],"report_phishing":[{"id":"resurgent-phone","type":"phone","label":"Report a suspected scam call claiming to be Resurgent or LVNV","value":"+1-888-665-0374","purposes":["fraud","debt_collection"],"source":"https://www.resurgent.com/scams-and-frauds","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"LVNV Funding buys charged-off debts and outsources the management of its accounts to Resurgent Capital Services, and asks that all inquiries go to Resurgent. CFPB complaints are filed under \"Resurgent Capital Services L.P.\". Resurgent's site lists P.O. Box 10497, Greenville, SC 29603 but does not say it is the dispute address; use the address on your validation notice.","channels":[{"id":"resurgent-phone","type":"phone","label":"Resurgent (questions and payments for LVNV-owned accounts)","value":"+1-888-665-0374","purposes":["debt_collection","credit_report_error"],"access":"human_only","notes":"Resurgent's pages list no hours.","source":"https://www.resurgent.com/","last_verified":"2026-10-13"},{"id":"resurgent-contact","type":"web_form","label":"Resurgent contact portal","value":"https://portal.resurgent.com/contact","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"LVNV's site directs all inquiries here. The portal needs JavaScript.","source":"https://www.lvnvfunding.com/","last_verified":"2026-10-13"},{"id":"resurgent-mail","type":"mail","label":"Resurgent mailing address (site footer)","value":"Resurgent Capital Services, P.O. Box 10497, Greenville, SC 29603","purposes":["debt_collection","credit_report_error"],"notes":"The site does not label this as a dispute address. Send a written dispute to the address on your validation notice, and to this address if the notice gives none.","source":"https://www.resurgent.com/","last_verified":"2026-10-13"},{"id":"resurgent-faq","type":"web_form","label":"Resurgent FAQ (credit reporting practices)","value":"https://portal.resurgent.com/faq","purposes":["credit_report_error"],"source":"https://www.resurgent.com/credit-reporting","last_verified":"2026-10-13"}],"escalation":[{"rung":"written_complaint","channel":"resurgent-mail","note":"Dispute in writing within the validation period in the notice; use the address on the notice."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"debt_collection","summary":"Dispute in writing to Resurgent within the validation period; collection must pause until it sends verification.","evidence":["validation notice with the end date of the validation period","Resurgent and original account numbers","proof of payment or identity theft report","copies of what you send"],"steps":[{"do":"Check that the original creditor named in the letter matches one of your accounts. Resurgent suggests this check."},{"do":"Find the date the validation notice gives as the end of the validation period, and the dispute address on the notice."},{"do":"Before that date, send a written dispute by certified mail asking for verification and the original creditor's name and address.","channel":"resurgent-mail"},{"do":"You can also use the contact portal, but keep a mailed copy as proof.","channel":"resurgent-contact"},{"do":"If Resurgent keeps collecting without sending verification, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"},{"kind":"policy","claim":"LVNV says a sale of the debt to it after charge-off \"does not mean the debt goes away\", and that it outsources the management of its accounts to Resurgent Capital Services.","issues":["debt_collection"],"source":"https://www.lvnvfunding.com/","last_verified":"2026-10-13"}]},{"issue":"credit_report_error","summary":"Dispute the LVNV entry with each credit bureau and directly with Resurgent.","evidence":["credit report page with the LVNV entry","proof of payment or identity theft report"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Send a direct dispute to the address on your credit report for LVNV, or through Resurgent.","channel":"resurgent-contact"},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"}]}],"facts":[{"claim":"The CFPB received 25,451 complaints about Resurgent Capital Services L.P. from July 1, 2025 to June 30, 2026 (debt collection 18,780; credit reporting 6,281). 18,913 were closed with explanation and 6,538 with non-monetary relief; 1 response was not timely. The top issue was \"Attempts to collect debt not owed\" (6,368).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Resurgent%20Capital%20Services%20L.P.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"known_blockers":["LVNV does not take inquiries directly; everything goes through Resurgent.","Resurgent's contact portal needs JavaScript."]},{"id":"midland-credit-management","name":"Midland Credit Management (Encore Capital Group)","aliases":["midland credit management","midland credit","mcm","midland funding","midland funding llc","encore capital","encore capital group"],"sector":"debt_collector","parent":"Encore Capital Group, Inc.","website":"https://www.midlandcredit.com","account_url":"https://accounts.midlandcredit.com","official_domains":["midlandcredit.com"],"security":{"known_scams":[{"kind":"policy","claim":"Midland's FAQ says it does not recommend paying someone to dispute your debt, because you can dispute it for free directly with Midland.","source":"https://www.midlandcredit.com/help-center/faqs/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Encore Capital Group's U.S. family includes Midland Funding (which buys the debts), Midland Credit Management (which collects them) and Atlantic Credit & Finance. CFPB complaints are filed under \"ENCORE CAPITAL GROUP INC.\". Midland's NMLS ID is 934164.","channels":[{"id":"account-managers-phone","type":"phone","label":"Account managers (general account questions and payments)","value":"+1-800-296-2657","hours":"Mon-Sun 8am – Midnight ET","purposes":["debt_collection","credit_report_error"],"access":"human_only","source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"},{"id":"consumer-resolution-phone","type":"phone","label":"Consumer Resolution Center (concerns and complaints)","value":"+1-877-420-0039","purposes":["debt_collection","credit_report_error","identity_theft"],"access":"human_only","source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"},{"id":"consumer-support-phone","type":"phone","label":"Consumer Support Services (questions about inaccurate information)","value":"+1-800-825-8131 ext. 32980","hours":"Monday through Friday, 8am to 7:30pm ET","purposes":["credit_report_error","debt_collection"],"access":"human_only","source":"https://www.midlandcredit.com/help-center/faqs/","last_verified":"2026-10-13"},{"id":"dispute-form","type":"web_form","label":"Consumer Resolution Center form (formal disputes and complaints to the Chief Compliance Officer)","value":"https://www.midlandcredit.com/help-center/disputes/","purposes":["debt_collection","credit_report_error","identity_theft"],"access":"open","notes":"Choose the issue type, such as \"Notification of the debt\" or \"Inaccurate credit reporting\". The form asks for your name, last four SSN digits, phone, account or case numbers, address and what happened. You can upload up to 10 files (PDF, JPG, JPEG, TIF, TIFF or PNG, 5 MB each).","source":"https://www.midlandcredit.com/help-center/disputes/","last_verified":"2026-10-13"},{"id":"compliance-mail","type":"mail","label":"Written disputes, concerns and complaints","value":"Midland Credit Management, Attention: Chief Compliance Officer, P.O. Box 939069, San Diego, CA 92193","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"Include your name, MCM or original account number, last four SSN digits, address, phone and what happened. If you earlier told Midland to stop contacting you, say in the letter whether it may reply about your concern. If your validation notice gives a different dispute address, use that one too.","source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Chat with Us","value":"https://www.midlandcredit.com/contact-us/","purposes":["debt_collection"],"source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"},{"id":"account-portal","type":"portal","label":"Midland account sign-in (letters in the Document Center)","value":"https://accounts.midlandcredit.com","purposes":["debt_collection"],"access":"login","source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"}],"escalation":[{"rung":"written_complaint","channel":"dispute-form","note":"Dispute in writing within the validation period in the notice, or by mail to the Chief Compliance Officer."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"debt_collection","summary":"Dispute in writing before the validation period in the notice ends; Midland must pause collection until it sends verification.","evidence":["validation notice with the end date of the validation period","MCM and original account numbers","proof of payment or identity theft report","copies of everything you send"],"steps":[{"do":"Find the date the validation notice gives as the end of the validation period. Signed-in letters are in the Document Center.","channel":"account-portal"},{"do":"Before that date, dispute in writing. Say which part you do not owe and ask for verification and for the name and address of the original creditor.","channel":"dispute-form"},{"do":"Or mail the dispute to the Chief Compliance Officer by certified mail and keep a copy.","channel":"compliance-mail"},{"do":"If the debt is from identity theft, attach your FTC identity theft report from IdentityTheft.gov.","regulator":"ftc"},{"do":"If Midland keeps collecting without sending verification, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"},{"kind":"process","claim":"A dispute sent through an electronic medium that the collector accepts, such as its website portal, counts as a written dispute under Regulation F.","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Midland says that if you are actively making payments on your account, it will not sue you.","issues":["debt_collection"],"source":"https://www.midlandcredit.com/help-center/faqs/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Once an account is past the statute of limitations for lawsuits, Midland says it will tell you in later letters that it cannot and will not sue. Logging into your account online does not restart the statute of limitations.","issues":["debt_collection"],"source":"https://www.midlandcredit.com/help-center/faqs/","last_verified":"2026-10-13"}]},{"issue":"credit_report_error","summary":"Dispute the Midland entry with each credit bureau and directly with Midland through the Consumer Resolution Center.","evidence":["credit report page with the Midland entry","proof of payment","settlement or identity theft"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Also dispute it directly with Midland, choosing \"Inaccurate credit reporting\".","channel":"dispute-form"},{"do":"For status questions, call Consumer Support Services.","channel":"consumer-support-phone"},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"After you pay in full or settle, Midland asks the credit bureaus to delete its tradeline once the payment is processed; Midland says this typically takes up to 45 days.","issues":["credit_report_error"],"source":"https://www.midlandcredit.com/help-center/credit-reporting/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Midland says it will not report an account if payments begin within six months of its initial notice and continue monthly until the account is resolved. It must delete its tradeline seven years after the delinquency date, and sooner in some states.","issues":["credit_report_error"],"source":"https://www.midlandcredit.com/help-center/credit-reporting/","last_verified":"2026-10-13"},{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"}]}],"facts":[{"claim":"The CFPB received 22,637 complaints about ENCORE CAPITAL GROUP INC. from July 1, 2025 to June 30, 2026 (debt collection 18,386; credit reporting 3,843). 17,052 were closed with explanation, 5,579 with non-monetary relief and 5 with monetary relief; 2 responses were not timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ENCORE%20CAPITAL%20GROUP%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"kind":"policy","claim":"On October 16, 2020 a federal court entered a stipulated judgment in the CFPB's case against Encore Capital Group, Midland Funding, Midland Credit Management and Asset Acceptance, which alleged violations of a 2015 consent order. It ordered $79,308.81 in redress and a $15 million civil penalty, required disclosures, barred collecting time-barred debt without certain disclosures, and kept the 2015 order's conduct provisions for five more years.","source":"https://www.consumerfinance.gov/enforcement/actions/encore-capital-group-et-al/","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Do not send sensitive information such as your full Social Security number or a checking or debit card number in a complaint message; Midland asks only for the last four SSN digits.","issues":["debt_collection"],"source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"},{"kind":"official","text":"In a letter to the Chief Compliance Officer, name everyone you spoke with and give dates and amounts; Midland says this speeds processing.","issues":["debt_collection"],"source":"https://www.midlandcredit.com/contact-us/","last_verified":"2026-10-13"}],"known_blockers":["Phone lines verify the account holder by voice.","The account portal and Document Center need sign-in."]},{"id":"portfolio-recovery-associates","name":"Portfolio Recovery Associates (PRA)","aliases":["pra","pra llc","pra group","portfolio recovery","portfolio recovery associates llc","prapay"],"sector":"debt_collector","parent":"PRA Group, Inc.","website":"https://www.portfoliorecovery.com","official_domains":["portfoliorecovery.com","pragroup.com"],"regulators":["cfpb","ftc"],"notes":"Portfolio Recovery Associates, LLC is the U.S. debt buyer and collector of PRA Group, Inc. (Norfolk, VA). portfoliorecovery.com failed automated fetches on 2026-10-13 (certificate error), so its email, mailing address and disputes page were read from search-engine extracts. PRA Group's corporate site lists its headquarters as 150 Corporate Blvd, Norfolk, VA 23502; PRA's consumer contact page gives 120 Corporate Blvd. Use the dispute address printed on your validation notice first.","channels":[{"id":"main-phone","type":"phone","label":"PRA main line (account questions)","value":"+1-800-772-1413","purposes":["debt_collection","credit_report_error"],"access":"human_only","notes":"Listed on PRA Group's corporate contact page; search-engine extracts of PRA's consumer contact page give the same number for account questions.","source":"https://www.pragroup.com/contact-us/","last_verified":"2026-10-13"},{"id":"disputes-page","type":"web_form","label":"Disputes contact information (phone, live chat, email or mail)","value":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","purposes":["debt_collection","credit_report_error","identity_theft"],"notes":"Seen in search results; the page could not be fetched to confirm its dispute address.","source":"https://www.portfoliorecovery.com/prapay/contact-us/disputes","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"PRA customer care email","value":"pracustomercare@portfoliorecovery.com","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract of PRA's Contact & FAQs page. Regulation F counts an email dispute as written only if the collector accepts electronic communication through that channel; also mail the dispute.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"},{"id":"consumer-mail","type":"mail","label":"PRA mailing address on its consumer contact page","value":"Portfolio Recovery Associates, LLC, 120 Corporate Blvd, Norfolk, VA 23502","purposes":["debt_collection","credit_report_error"],"notes":"Seen in a search-engine extract. If your validation notice gives a different dispute address, send the dispute there.","source":"https://www.portfoliorecovery.com/prapay/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"written_complaint","channel":"consumer-mail","note":"Dispute in writing within the validation period in the notice; use the address on the notice."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"debt_collection","summary":"Dispute in writing before the validation period ends and ask for verification; PRA must pause collection until it answers.","evidence":["validation notice with the end date of the validation period","PRA and original account numbers","proof of payment or identity theft report","copies of what you send"],"steps":[{"do":"Find the date the validation notice gives as the end of the validation period, and the dispute address on the notice."},{"do":"Before that date, send a written dispute by certified mail. Say which part you do not owe and ask for verification and for the name and address of the original creditor.","channel":"consumer-mail"},{"do":"Keep a copy and the mailing receipt. You can also email the dispute, but keep the mailed copy as proof.","channel":"customer-care-email"},{"do":"If the debt is from identity theft, attach your FTC identity theft report from IdentityTheft.gov.","regulator":"ftc"},{"do":"If PRA keeps collecting without sending verification, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you dispute in writing within the validation period, a debt collector must stop collecting the debt, or the disputed part, until it sends verification of the debt or a copy of a judgment (Regulation F, 12 CFR 1006.38).","issues":["debt_collection"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1006/38/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The FTC says to send a dispute letter within 30 days of receiving the validation information; if you do not dispute within 30 days, the collector can assume the debt is valid.","issues":["debt_collection"],"source":"https://consumer.ftc.gov/articles/debt-collection-faqs","last_verified":"2026-10-13"}]},{"issue":"credit_report_error","summary":"Dispute the PRA entry with each credit bureau and directly with PRA at the address on your credit report.","evidence":["credit report page with the PRA entry","proof of payment","bankruptcy discharge or identity theft report"],"steps":[{"do":"Dispute the entry with each credit bureau that shows it."},{"do":"Also send a direct dispute to PRA at the address on your credit report or the address PRA gives for disputes.","channel":"disputes-page"},{"do":"If the entry is not fixed, file a CFPB complaint.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"A furnisher must investigate a direct dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time a credit bureau has (Regulation V, 12 CFR 1022.43).","issues":["credit_report_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1022/43/","last_verified":"2026-10-13"}]}],"facts":[{"claim":"The CFPB received 20,723 complaints about Portfolio Recovery Associates, LLC from July 1, 2025 to June 30, 2026 (debt collection 16,518; credit reporting 3,989). 11,471 were closed with non-monetary relief and 9,250 with explanation; none show monetary relief. 155 responses were not timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"The most common CFPB issue for PRA in that period was \"Attempts to collect debt not owed\" (6,709), including 4,504 \"Debt is not yours\" and 1,830 \"Debt was result of identity theft\".","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 13, 2023 a federal court (E.D. Va.) entered a CFPB order against PRA. The CFPB alleged that PRA violated a 2015 order and federal law, including by collecting unsubstantiated debt, suing on time-barred debt and mishandling credit reporting disputes. PRA must pay at least $12.18 million in redress and a $12 million civil penalty.","source":"https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"PRA's consumer site has \"Who's Calling From\" pages for the phone and text numbers it uses, such as https://www.portfoliorecovery.com/prapay/phone/8006548818. Use them, or the number on your letter, to check a caller. Seen in search results; not fetched.","issues":["debt_collection","fraud"],"source":"https://www.portfoliorecovery.com/prapay/phone/8006548818","last_verified":"2026-10-13"}],"known_blockers":["portfoliorecovery.com failed automated fetches (certificate error); hand the browser to the person.","Phone lines verify the account holder by voice."]},{"id":"24-hour-fitness","name":"24 Hour Fitness","aliases":["24 hour fitness","24hourfitness","24 hr fitness"],"sector":"fitness","website":"https://www.24hourfitness.com","account_url":"https://www.24hourfitness.com/login.html#/","official_domains":["24hourfitness.com"],"regulators":["ftc"],"notes":"The public 24hourfitness.com pages that loaded on 2026-10-12 do not describe the cancellation method, notice period, annual fee or refunds. They say membership changes go through the home club or My24 online.","channels":[{"id":"my24","type":"portal","label":"My24 online account","value":"https://www.24hourfitness.com/login.html#/","purposes":["cancel_service","billing_error"],"access":"login","notes":"24 Hour Fitness says to log into My24 online or contact the home club to make changes to a membership. It does not say on public pages whether cancellation is offered online.","source":"https://www.24hourfitness.com/membership/","last_verified":"2026-10-12"},{"id":"find-home-club","type":"in_person","label":"Find your home club (contact or visit)","value":"https://www.24hourfitness.com/gyms/find-a-gym","purposes":["cancel_service","billing_error"],"source":"https://www.24hourfitness.com/membership/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"find-home-club"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card or bank dispute for drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Use My24 online or the home club; follow the cancellation clause in your membership agreement and keep written proof.","evidence":["membership agreement","My24 confirmation or written notice with proof of delivery","bank statement"],"steps":[{"do":"Read the cancellation clause in your membership agreement for the method and notice."},{"do":"Sign in to My24 and look for the membership change or cancel option.","channel":"my24"},{"do":"If My24 does not offer it, contact or visit your home club and ask for written confirmation.","channel":"find-home-club"}],"facts":[{"kind":"process","claim":"\"To make changes to your membership, please contact your home club or log into My24® online.\"","issues":["cancel_service"],"source":"https://www.24hourfitness.com/membership/","last_verified":"2026-10-12"}]}],"known_blockers":["My24 needs sign-in. The cancellation method and notice period are not published on the public pages that loaded.","The 24hourfitness.com contact page did not render contact details to an automated fetch."]},{"id":"anytime-fitness","name":"Anytime Fitness","aliases":["anytimefitness","anytime gym"],"sector":"fitness","parent":"Purpose Brands","website":"https://www.anytimefitness.com","official_domains":["anytimefitness.com"],"regulators":["ftc"],"notes":"\"Each of our locations are independently owned and operated.\" The home club handles cancellation under its membership agreement and state law. ABC Financial processes billing for clubs. Purpose Brands lists Anytime Fitness and Orangetheory Fitness among its brands; the corporate email domain is sebrands.com.","channels":[{"id":"contact-page","type":"portal","label":"Anytime Fitness contact page (club locator, billing and corporate contacts)","value":"https://www.anytimefitness.com/contact/","purposes":["cancel_service","billing_error","poor_service"],"source":"https://www.anytimefitness.com/contact/","last_verified":"2026-10-12"},{"id":"billing-phone","type":"phone","label":"ABC Financial (club billing processor)","value":"+1-888-827-9262","purposes":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.anytimefitness.com/contact/","last_verified":"2026-10-12"},{"id":"billing-email","type":"email","label":"ABC Financial customer care (club billing)","value":"customercare@abcfitness.com","purposes":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.anytimefitness.com/contact/","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Anytime Fitness corporate (club issues such as service or cleanliness)","value":"+1-800-704-5004","purposes":["poor_service"],"source":"https://www.anytimefitness.com/contact/","last_verified":"2026-10-12"},{"id":"corporate-email","type":"email","label":"Anytime Fitness corporate member solutions","value":"member.solutions@sebrands.com","purposes":["poor_service","cancel_service"],"source":"https://www.anytimefitness.com/contact/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-page"},{"rung":"written_complaint","channel":"corporate-email"},{"rung":"payment_dispute","note":"Card or bank dispute for drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel with your home club under its membership agreement; corporate and ABC Financial do not set the club's cancellation terms.","evidence":["membership agreement","written cancellation request and proof of delivery","bank statement"],"steps":[{"do":"Read your membership agreement for the cancellation method, notice and any termination fee."},{"do":"Find the home club's contact details through the contact page club locator and cancel as the agreement says. Ask for written confirmation.","channel":"contact-page"},{"do":"If the club keeps billing after the cancellation, contact ABC Financial with the confirmation.","channel":"billing-phone"},{"do":"If the club does not respond, write to corporate member solutions.","channel":"corporate-email"}],"facts":[{"kind":"policy","claim":"\"All cancellation policies are outlined in the membership agreement for each location,\" including \"termination fees you may incur.\"","issues":["cancel_service"],"source":"https://www.anytimefitness.com/faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"Anytime Fitness says to contact your home club directly to cancel and to review your Membership Agreement first. Each club is independently owned, and cancellation policies vary by state.","issues":["cancel_service"],"source":"https://www.anytimefitness.com/contact/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Billing questions go to the club's billing processor, ABC Financial.","evidence":["bank statement","member agreement","club name"],"steps":[{"do":"Call or email ABC Financial with the charge details.","channel":"billing-phone"},{"do":"If it is not corrected, dispute the charge with your bank or card issuer."}]}],"known_blockers":["Clubs are independently owned franchises; cancellation method, notice and fees depend on the club's membership agreement and state law.","No online cancellation is documented on the corporate site."]},{"id":"crunch-fitness","name":"Crunch Fitness","aliases":["crunch gym","crunch signature","crunch holdings"],"sector":"fitness","parent":"Crunch Holdings, LLC","website":"https://www.crunch.com","official_domains":["crunch.com"],"regulators":["ftc"],"notes":"Many Crunch clubs are independently owned franchises; \"Each location manages operations independently.\" Cancellation methods and notice vary by club and state.","channels":[{"id":"home-club","type":"in_person","label":"Contact your home club (phone or in person) via the locations page","value":"https://www.crunch.com/locations","purposes":["cancel_service","billing_error","refund_request"],"notes":"Crunch says to contact your club directly if online cancellation is not offered.","source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"id":"club-contact-form","type":"web_form","label":"Crunch home club contact form","value":"https://crunchfitnesscontactus.smg.com/","purposes":["cancel_service","billing_error","poor_service"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"id":"member-services-email","type":"email","label":"Crunch Member Services","value":"icrunch@crunch.com","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Crunch corporate","value":"+1-844-927-8624","purposes":["poor_service","cancel_service"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Crunch corporate mailing address","value":"Crunch, LLC, PO Box 481, Elmsford, NY 10523","purposes":["cancel_service","poor_service"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"home-club"},{"rung":"written_complaint","channel":"member-services-email"},{"rung":"payment_dispute","note":"Card or bank dispute for drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online in the Member Portal if your club offers it; otherwise contact the home club by phone or in person. Check the notice period in your membership agreement.","evidence":["membership agreement","cancellation confirmation","next billing date","bank statement"],"steps":[{"do":"Check the membership agreement for the notice period before the next billing date."},{"do":"If your club offers it, cancel in the Member Portal under Manage Membership."},{"do":"Otherwise contact your home club by phone or in person, and ask for written confirmation.","channel":"home-club"},{"do":"If the club does not process it, email Member Services and write to Crunch corporate with your membership details.","channel":"member-services-email"}],"facts":[{"kind":"process","claim":"\"Some clubs offer online cancellation through your Member Portal under Manage Membership.\" Otherwise contact your club directly. \"Cancellation policies vary by location based on state and local guidelines.\"","issues":["cancel_service"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"The required cancellation notice prior to your next billing date may vary.\" A month-to-month membership \"will continue until you request cancellation.\"","issues":["cancel_service"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Crunch Signature: after cancelling, \"your last day with Crunch access will be the last day of the following month of your membership.\"","issues":["cancel_service"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Crunch refunds membership only if you cancel within the first few days, with proof of the initial request.","evidence":["join date","proof of the cancellation request"],"steps":[{"do":"Ask the home club for the refund and give proof of the first cancellation request.","channel":"home-club"}],"facts":[{"kind":"policy","claim":"\"The only valid reason for a refund is if you cancel within the first few days of having your membership.\" You will be asked \"to provide proof of the initial request.\"","issues":["refund_request"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Annual fee: \"The annual fee varies depending on your home club, up to $89.\" Crunch Signature: \"$89+tax,\" charged three months after you first join and every year.","issues":["bill_increase","billing_error"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"kind":"fee","claim":"\"If you cancel a reservation within 2 hours of class start time, you will be charged a fee.\" Late cancellation and missed reservation fees vary by location.","issues":["billing_error"],"source":"https://www.crunch.com/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Crunch \"shall notify a member at least ten (10) days before each late cancel fee or no-show fee is deducted\" from the payment account (Terms of Use, section 26).","issues":["billing_error"],"source":"https://www.crunch.com/terms-of-use","last_verified":"2026-10-12"}],"known_blockers":["Online cancellation is available only at some clubs; others require phone or in-person contact with the home club.","Franchise clubs set their own procedures within state law."]},{"id":"equinox","name":"Equinox","aliases":["equinox fitness","equinox gym","equinox clubs"],"sector":"fitness","website":"https://www.equinox.com","account_url":"https://www.equinox.com/account","official_domains":["equinox.com"],"regulators":["ftc"],"channels":[{"id":"online-account","type":"portal","label":"Equinox online account (cancel)","value":"https://www.equinox.com/account","purposes":["cancel_service"],"access":"login","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"cancellations-email","type":"email","label":"Equinox cancellations","value":"Cancellations@Equinox.com","purposes":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"concierge-phone","type":"phone","label":"Equinox Concierge","value":"+1-866-332-6549","hours":"Mon-Fri 8am-8pm EST","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"concierge-email","type":"email","label":"Equinox Concierge","value":"concierge@equinox.com","purposes":["billing_error","refund_request","poor_service"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"club-manager","type":"in_person","label":"Cancel in club with a club manager","value":"Your Equinox club, club manager","purposes":["cancel_service"],"access":"human_only","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Equinox mailing address","value":"Equinox, 31 Hudson Yards, New York, NY 10001","purposes":["poor_service"],"notes":"For cancellation by mail, use the address and method in your Membership Agreement.","source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"feedback","type":"web_form","label":"Equinox Send Feedback form","value":"https://www.equinox.com/feedback","purposes":["poor_service"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"concierge-phone"},{"rung":"written_complaint","channel":"cancellations-email"},{"rung":"payment_dispute","note":"Card dispute for dues charged after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online in the Equinox account, by email to Cancellations@Equinox.com, by phone with Concierge, in club with a manager, or by mail as the Membership Agreement describes. Notice periods vary by state.","evidence":["membership agreement","cancellation confirmation email","date sent","later charges"],"steps":[{"do":"Read the notice period in your Membership Agreement."},{"do":"Cancel online in your Equinox account, or email Cancellations@Equinox.com from the email on the account. Keep the confirmation.","channel":"online-account"},{"do":"If you get no confirmation, call Equinox Concierge.","channel":"concierge-phone"}],"facts":[{"kind":"process","claim":"Equinox lets members cancel in club with a club manager, by mail as described in the Membership Agreement, by email to Cancellations@Equinox.com, by phone through Equinox Concierge, or online by logging into the account on Equinox.com.","issues":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"Notice periods vary by state and in some states, there may be additional cancellation methods available.\" Check the Membership Agreement.","issues":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Freezes are for medical or other statutorily required reasons and may need documentation. Request a freeze in person at a club or by email to Concierge@Equinox.com; \"retroactive Freezes are not permitted.\" Members with a past-due balance cannot freeze.","issues":["cancel_service","billing_error"],"source":"https://www.equinox.com/member-policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"All sales of Sessions are final and non-refundable, except as required by law.\" Cancelling a session with less than 24 hours' notice incurs the full session cost.","issues":["refund_request"],"source":"https://www.equinox.com/member-policies","last_verified":"2026-10-12"}],"known_blockers":["Online cancellation needs sign-in to the Equinox account.","The notice period depends on the state and the Membership Agreement; Equinox does not publish a single number of days."]},{"id":"la-fitness","name":"LA Fitness","aliases":["lafitness","l.a. fitness","fitness international"],"sector":"fitness","parent":"Fitness International, LLC","website":"https://www.lafitness.com","account_url":"https://www.lafitness.com/Pages/memberServices.aspx?task=CustomerManagement","official_domains":["lafitness.com","fitnessintl.com"],"regulators":["ftc"],"notes":"Online cancellation exists through the member's online account. LA Fitness also accepts written notice by mail (it recommends registered or certified mail) and cancellation in person at a club.","channels":[{"id":"online-account","type":"portal","label":"LA Fitness online account (cancel membership)","value":"https://www.lafitness.com/Pages/memberServices.aspx?task=CustomerManagement","purposes":["cancel_service"],"access":"login","source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"id":"cancellation-mail","type":"mail","label":"Written notice of cancellation","value":"LA Fitness, P.O. Box 54170, Irvine, CA 92619","purposes":["cancel_service"],"notes":"LA Fitness recommends registered or certified mail and keeping a record. Postmark at least 5 business days before the next billing date.","source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"id":"club-front-desk","type":"in_person","label":"Cancel in person at a club front desk","value":"Any LA Fitness club, front desk","purposes":["cancel_service"],"access":"human_only","source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"id":"billing-management","type":"portal","label":"LA Fitness online billing management","value":"https://www.lafitness.com/Pages/memberServices.aspx?task=BillingManagement","purposes":["billing_error"],"access":"login","source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"id":"message-us","type":"web_form","label":"LA Fitness Contact Us, Message us form (topics include Account and billing, Freeze, Cancel)","value":"https://www.lafitness.com/Pages/ContactUs.aspx","purposes":["cancel_service","billing_error","refund_request","poor_service"],"access":"login","notes":"Members must sign in before sending a message. Replies come from contactus@fitnessintl.com. On 2026-10-12 the page showed \"Currently service is unavailable.\"","source":"https://www.lafitness.com/Pages/ContactUs.aspx","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"message-us"},{"rung":"written_complaint","channel":"cancellation-mail"},{"rung":"payment_dispute","note":"Card or bank dispute for EFT drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online, by mailed written notice (certified mail recommended) or at a club, at least 5 business days before the next billing date.","evidence":["online cancellation confirmation","certified mail receipt and copy of the letter","date of the next billing","bank statement with any later draft"],"steps":[{"do":"Cancel in the online account, or mail a written notice of cancellation by certified mail, or cancel at a club front desk. Keep the confirmation or mail receipt.","channel":"online-account"},{"do":"For mail, send the notice to P.O. Box 54170, Irvine, CA 92619 so it is postmarked at least 5 business days before the next billing date.","channel":"cancellation-mail"},{"do":"If you are billed once more because notice was late, ask for the refund of that billing.","channel":"message-us"},{"do":"If drafts continue after the cancellation, dispute them with your bank or card issuer and complain to your state attorney general."}],"facts":[{"kind":"process","claim":"\"Most club memberships are month-to-month and may be cancelled at any time\" by mailing written notice to P.O. Box 54170, Irvine, CA 92619, in person at a club, or via your online account. Depending on your state of enrollment, you may be able to cancel by email.","issues":["cancel_service"],"source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"A mailed cancellation form postmarked at least 5 business days before your next billing date should result in no further billings.\" If postmarked within 5 business days, you may be billed once more, and LA Fitness \"will refund that additional billing.\"","issues":["cancel_service","refund_request"],"source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"kind":"fee","claim":"If you cancel before the end of an initial term of three months or more, \"a termination fee will apply.\" You may still use the club for any pre-paid time.","issues":["cancel_service"],"source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"LA Fitness refunds one extra billing caused by a late-postmarked cancellation.","evidence":["postmark date or online cancellation date","bank statement"],"steps":[{"do":"Send a message under Account and billing with the cancellation date and the extra draft.","channel":"message-us"}]}],"facts":[{"kind":"fee","claim":"Freeze fees: Monthly Dues members \"$10 per month\"; Paid In Full members up to 6 months for \"a $35 freeze fee\"; Bi-weekly Dues members \"$5 per bi-weekly billing\"; Weekly Dues members may not freeze.","issues":["price_negotiation","cancel_service"],"source":"https://www.lafitness.com/Pages/MembershipQuestions.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Recurring charges must be paid by electronic funds transfer (EFT).\" \"Advertised rates may be subject to change without notice.\" A signed membership agreement controls over the website terms.","issues":["bill_increase"],"source":"https://www.lafitness.com/Pages/TermsAndConditions.aspx","last_verified":"2026-10-12"}],"known_blockers":["The online account and the Message us form need sign-in.","LA Fitness publishes no customer service phone number; the Contact Us page asks for a ZIP code to find a club.","Initial terms of three months or more carry a termination fee."]},{"id":"orangetheory","name":"Orangetheory Fitness","aliases":["orangetheory fitness","orange theory","otf"],"sector":"fitness","parent":"Purpose Brands","website":"https://www.orangetheory.com","official_domains":["orangetheory.com"],"regulators":["ftc"],"notes":"Studios are \"individually owned and operated\", and membership terms come from each studio's Membership Agreement. Purpose Brands lists Orangetheory Fitness and Anytime Fitness among its brands; the merger date was not confirmed on a source.","channels":[{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"app-support-chat","type":"app","label":"Orangetheory app support chat (\"?\" icon, upper right, after sign-in)","value":"Orangetheory app, \"?\" icon in the upper right corner","purposes":["account_access"],"access":"login","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"home-studio"},{"rung":"written_complaint","channel":"contact-page"},{"rung":"payment_dispute","note":"Card or bank dispute for drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel with your home studio under your Membership Agreement; promotional offers can add their own deadlines.","evidence":["membership agreement","written cancellation notice and proof of delivery","studio confirmation"],"steps":[{"do":"Read the cancellation clause and notice period in your Membership Agreement."},{"do":"Give cancellation notice to your home studio as the agreement requires. Get written confirmation.","channel":"home-studio"},{"do":"If the studio does not respond, send a message through the corporate contact page.","channel":"contact-page"}],"facts":[{"kind":"policy","claim":"\"Standard membership cancellation policies apply as stated in the applicable Membership Agreement\" for the studio where you buy the membership.","issues":["cancel_service"],"source":"https://www.orangetheory.com/en-us/promotion-terms","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Under the 30-Day Risk Free Guarantee, ask the home studio for a refund of monthly dues within the first month.","evidence":["membership start date","class attendance record"],"steps":[{"do":"Within the first month of membership, contact your home studio to request the refund under the 30-Day Risk Free Guarantee.","channel":"home-studio"}],"facts":[{"kind":"deadline","claim":"30-Day Risk Free Guarantee: \"A refund request must be made by contacting your home studio within the first month of membership\"; the refund is for the monthly membership dues. OTbeat wearables and other retail sales are not refundable.","issues":["refund_request"],"source":"https://www.orangetheory.com/en-us/promotion-terms","last_verified":"2026-10-12"}]}],"known_blockers":["Studios are independently owned franchises; the corporate site publishes no general cancellation method, notice period or member services phone number.","Cancellation and billing are handled by the home studio, often in person or by phone with the studio."]},{"id":"planet-fitness","name":"Planet Fitness","aliases":["planetfitness","planet fitness black card"],"sector":"fitness","website":"https://www.planetfitness.com","official_domains":["planetfitness.com"],"regulators":["ftc"],"notes":"Planet Fitness calls itself \"one of the fastest growing health club franchises in the U.S.\" Its US FAQ says some policies \"may vary by location based on state and local guidelines\". planetfitness.com blocks automated fetches, so the values below come from official-domain search snippets and from shop.planetfitness.com and investor.planetfitness.com.","channels":[{"id":"member-portal","type":"portal","label":"Member portal (log into your account on planetfitness.com)","value":"https://www.planetfitness.com","purposes":["cancel_service","billing_error"],"access":"login","notes":"The US FAQ lists logging into your account online through the member portal on the website as one way to end a membership.","source":"https://www.planetfitness.com/about-planet-fitness/customer-service/","last_verified":"2026-10-12"},{"id":"home-club-mail","type":"mail","label":"Written notice by mail to your home club","value":"Mailing address of your home club (written notification requesting to end your membership)","purposes":["cancel_service"],"notes":"Send it so the club receives it at least 8 days before the next billing date. Certified mail gives proof of delivery.","source":"https://www.planetfitness.com/about-planet-fitness/customer-service/","last_verified":"2026-10-12"},{"id":"home-club-in-person","type":"in_person","label":"Visit your home club in person","value":"Your Planet Fitness home club, front desk","purposes":["cancel_service","billing_error"],"access":"human_only","source":"https://www.planetfitness.com/about-planet-fitness/customer-service/","last_verified":"2026-10-12"},{"id":"corporate-support-line","type":"phone","label":"Planet Fitness Corporate Support Line (membership inquiries; option 2 for customer service)","value":"+1-603-750-0001","purposes":["cancel_service","billing_error","poor_service"],"notes":"Press option 2 for customer service. Planet Fitness says membership inquiries can also go to your home club directly.","source":"https://shop.planetfitness.com/contact/","last_verified":"2026-10-12"},{"id":"corporate-contact-page","type":"portal","label":"Planet Fitness general corporate contact page","value":"https://www.planetfitness.com/about-planet-fitness/contact-us","purposes":["poor_service"],"source":"https://investor.planetfitness.com/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"home-club-in-person"},{"rung":"written_complaint","channel":"home-club-mail"},{"rung":"payment_dispute","note":"Card or bank dispute for drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online in the member portal, in person at the home club, or by written notice mailed to the home club. The club must receive it at least 8 days before the next billing date. Commitment memberships owe a buyout fee if ended early.","evidence":["membership agreement (commitment length)","portal confirmation or certified mail receipt and a copy of the letter","next billing date and annual fee date","bank statement"],"steps":[{"do":"Check the membership agreement for a commitment length. A No Commitment membership has no cancellation fee; ending a commitment early triggers a buyout fee."},{"do":"Log into the member portal and end the membership online. Save the confirmation.","channel":"member-portal"},{"do":"If you cannot cancel online, go to the home club in person, or mail written notice to the home club by certified mail. Make sure it arrives at least 8 days before the next billing date, and at least 8 days before the annual fee date.","channel":"home-club-mail"},{"do":"If the club keeps billing, call the Corporate Support Line (option 2) with your confirmation, then dispute the drafts with your bank or card issuer.","channel":"corporate-support-line"}],"facts":[{"kind":"process","claim":"US members can \"send written notification via mail to your home club requesting to end your membership, visit your home club in person, or log into your account online through the member portal on the website.\"","issues":["cancel_service"],"source":"https://www.planetfitness.com/about-planet-fitness/customer-service/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"The club must receive notice of your request to end your membership at least 8 days before your next billing date, as it may take up to 7 days for billing changes to take effect.\"","issues":["cancel_service"],"source":"https://www.planetfitness.com/about-planet-fitness/customer-service/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"To stop the billing of the annual fee, your request must be received by the club at least 8 days prior to the annual fee date.\"","issues":["cancel_service","bill_increase"],"source":"https://www.planetfitness.com/about-planet-fitness/customer-service/","last_verified":"2026-10-12"},{"kind":"fee","claim":"\"The Commitment length associated with your membership is the minimal number of months you will be billed. If you cancel before this time, you may be subject to a buyout fee.\" \"For No Commitment memberships, you may cancel at anytime without paying a fee.\"","issues":["cancel_service"],"source":"https://www.planetfitness.com/gym-memberships","last_verified":"2026-10-12"},{"kind":"fee","claim":"Planet Fitness's policies FAQ says that ending a membership with a minimum term before the term ends requires a buyout fee. The amount is in the member's own membership agreement.","issues":["cancel_service"],"source":"https://www.planetfitness.com/about-planet-fitness/planet-fitness-policies","last_verified":"2026-10-12"}]}],"known_blockers":["planetfitness.com blocks automated access; the member portal needs sign-in.","Mail and in-person cancellation go through the home club, and some rules vary by location and state.","The annual fee and buyout fee amounts depend on the club and the membership agreement."]},{"id":"doordash","name":"DoorDash","aliases":["doordash","door dash","dashpass","caviar","doordash inc"],"sector":"gig_delivery","website":"https://www.doordash.com","official_domains":["doordash.com"],"security":{"never_asks":[{"kind":"policy","claim":"DoorDash tells Dashers that no one from DoorDash will ever request their password or security code, will ever need the password to pay or help them, or will give them a specific password to use.","source":"https://help.doordash.com/en-us/dashers/article/how-can-i-protect-my-doordash-account-information","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Calls to Dashers from fake \"Support\" after a customer cancels, fake bonus or financial aid offers, and urgent requests to share a password or switch to a password the caller provides, plus lookalike apps or websites that ask for the Dasher email and password.","source":"https://help.doordash.com/en-us/dashers/article/how-can-i-protect-my-doordash-account-information","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Food and convenience delivery. DoorDash also runs Caviar; the DoorDash help center covers Caviar orders. U.S. Consumer Terms effective August 13, 2026 (DoorDash, Inc.). The Terms require an informal dispute resolution conference before arbitration, and allow an arbitration opt-out by email within 30 days of first becoming subject to the agreement. doordash.com help article pages returned HTTP 403 to automated requests; help.doordash.com pages could be read.","channels":[{"id":"support-phone","type":"phone","label":"DoorDash customer support","value":"+1-855-431-0459","hours":"24/7","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://help.doordash.com/consumers/s/?language=en_US","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"chat","label":"Chat with DoorDash support in the app","value":"https://doordash.com/orders/help?chat=true","hours":"24/7","purposes":["refund_request","billing_error","unauthorized_charge","poor_service","lost_package","damaged_item"],"access":"login","source":"https://help.doordash.com/consumers/s/?language=en_US","last_verified":"2026-10-12"},{"id":"order-help","type":"portal","label":"Order help (automated self-help for order issues)","value":"https://www.doordash.com/orders/help/","purposes":["refund_request","lost_package","damaged_item","poor_service"],"access":"login","notes":"In the app: Orders > select the order > Help > Order Issues > Missing or incorrect items.","source":"https://help.doordash.com/consumers/s/article/My-order-was-missing-an-item-incorrect-order?language=en_US","last_verified":"2026-10-12"},{"id":"dashpass-manage","type":"app","label":"Cancel DashPass (account > Manage DashPass > Cancel Membership)","value":"DoorDash app or doordash.com > account icon > Manage DashPass > Cancel Membership","purposes":["cancel_service"],"access":"login","source":"https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US","last_verified":"2026-10-12"},{"id":"informal-resolution-email","type":"email","label":"Notice of dispute (informal dispute resolution before arbitration)","value":"Informal.Resolution@doordash.com","notes":"Include your name, the phone number and email on your account, and a description of the claim.","source":"https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration agreement opt-out","value":"opt-out@doordash.com","notes":"Within 30 days after first becoming subject to the Arbitration Agreement. Include name, address, DoorDash username, account email and a clear statement that you want to opt out.","source":"https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US","last_verified":"2026-10-12"},{"id":"legal-mail","type":"mail","label":"DoorDash, Inc. (General Counsel, legal notices)","value":"DoorDash, Inc., Attn: General Counsel, 303 2nd Street, Suite 800, San Francisco, CA 94107","source":"https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"order-help"},{"rung":"frontline","channel":"support-phone"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"informal-resolution-email","note":"Informal conference within 60 days of the notice is required before arbitration."}],"playbooks":[{"issue":"refund_request","summary":"Report missing or incorrect items from the order's Help screen; DoorDash offers a credit, refund or redelivery.","evidence":["order number","photos of the wrong or missing items","receipt"],"steps":[{"do":"In the app: Orders > select the order > Help > Order Issues > Missing or incorrect items, then follow the prompts. On the website: menu > Orders > select the order > Help.","channel":"order-help"},{"do":"If self-help does not resolve it, chat with support or call 24/7.","channel":"support-phone"},{"do":"If DoorDash does not refund an order you did not receive, dispute the charge with your card issuer."}],"facts":[{"kind":"process","claim":"DoorDash self-help for missing or incorrect items may offer a credit, refund or redelivery, depending on the circumstances.","issues":["refund_request","lost_package","damaged_item"],"source":"https://help.doordash.com/consumers/s/article/My-order-was-missing-an-item-incorrect-order?language=en_US","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Consumer Terms say payments for completed, delivered or merchant-confirmed orders are final and non-refundable, and DoorDash grants refunds or credits at its discretion.","issues":["refund_request"],"source":"https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel DashPass under Manage DashPass at least 24 hours before the next payment.","evidence":["cancellation confirmation email","date of cancellation","any later charge"],"steps":[{"do":"Open the DoorDash app or doordash.com, tap the account icon, go to Manage DashPass, tap Cancel Membership, choose a reason and confirm Cancel DashPass. Keep the confirmation email.","channel":"dashpass-manage"},{"do":"If charged after cancelling, chat with support or call.","channel":"support-phone"},{"do":"If DoorDash does not refund a charge made after cancellation, dispute it with your card issuer."}],"facts":[{"kind":"deadline","claim":"To avoid the next DashPass charge, cancel at least 24 hours before the next scheduled payment. Paid benefits stay valid through the end of the current billing period; benefits in a free period end immediately.","issues":["cancel_service"],"source":"https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The informal dispute resolution conference must occur within 60 days after the other party receives the notice, unless both sides agree to extend it.","source":"https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US","last_verified":"2026-10-12"}],"known_blockers":["Order help and chat need the customer signed in to the DoorDash account.","doordash.com help articles block automated requests (HTTP 403); use help.doordash.com pages."]},{"id":"grubhub","name":"Grubhub","aliases":["grubhub","seamless","grubhub+","seamless+","grubhub plus","grubhub holdings"],"sector":"gig_delivery","parent":"Wonder","website":"https://www.grubhub.com","official_domains":["grubhub.com"],"security":{"never_asks":[{"kind":"policy","claim":"Grubhub tells delivery partners it will never reach out to ask for bank account information, login credentials or a password reset code, and will never request their current password or provide a temporary password. (Seen in search-result text of the page; the page blocked automated reading on 2026-10-12.)","source":"https://driver-support.grubhub.com/hc/en-us/articles/360038068112-Keeping-Personal-Information-Safe","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Food delivery; Seamless is the same service (Grubhub+ and Seamless+ share the membership terms). Grubhub is now part of Wonder: about.grubhub.com redirects (301) to about.wonder.com, whose media center lists \"Grubhub/Seamless\" as a brand. The closing date of the acquisition was not confirmed on an official page. Terms of Use (Grubhub Holdings Inc.) effective December 17, 2024; Grubhub+ Membership Terms last modified October 28, 2025. grubhub.com help pages load with JavaScript and could not be read, so the in-app missing-item path is not recorded here.","channels":[{"id":"customer-care-phone","type":"phone","label":"Grubhub Customer Care","value":"+1-877-585-7878","purposes":["refund_request","billing_error","poor_service","lost_package","damaged_item"],"source":"https://www.grubhub.com/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"grubhub-plus-phone","type":"phone","label":"Grubhub Customer Care for Grubhub+ charges and cancellation","value":"+1-877-585-1085","purposes":["cancel_service","unauthorized_charge","billing_error"],"source":"https://lp.grubhub.com/legal/plus/","last_verified":"2026-10-12"},{"id":"contact-us","type":"web_form","label":"Grubhub Help / Contact Us","value":"https://www.grubhub.com/help/contact-us","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service"],"source":"https://lp.grubhub.com/legal/plus/","last_verified":"2026-10-12"},{"id":"grubhub-plus-manage","type":"app","label":"Cancel Grubhub+ (Account > Grubhub+ membership > Manage Membership > Cancel membership)","value":"App: Account icon > Grubhub+ membership > Manage Membership > Cancel membership. Web (grubhub.com or seamless.com): account menu > Grubhub+ > Cancel membership","purposes":["cancel_service"],"access":"login","notes":"Grubhub+ through Amazon Prime is cancelled through Amazon's \"Manage apps & services with data access\" page, or through Grubhub support.","source":"https://lp.grubhub.com/legal/plus/","last_verified":"2026-10-12"},{"id":"dispute-resolution-email","type":"email","label":"Notice of dispute and arbitration opt-out","value":"disputeresolution@grubhub.com","notes":"Personally signed notice with your name, account email, a detailed description and the relief sought. Opt-out notices go to the same address within 30 days of first becoming subject to the arbitration agreement.","source":"https://www.grubhub.com/legal/terms-of-use","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"contact-us"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"dispute-resolution-email","note":"Written description of the dispute, then 60 days to resolve it before arbitration."}],"playbooks":[{"issue":"cancel_service","summary":"Cancel Grubhub+ at least 24 hours before the next payment; partial periods are not refunded.","evidence":["cancellation confirmation","date of cancellation","any later charge"],"steps":[{"do":"In the app: Account icon > Grubhub+ membership > Manage Membership > Cancel membership, then confirm. On the web: account menu > Grubhub+ > Cancel membership.","channel":"grubhub-plus-manage"},{"do":"If charged after cancelling, or for a charge you did not authorize, contact Grubhub Customer Care within 60 days of the charge.","channel":"grubhub-plus-phone"},{"do":"If Grubhub does not refund it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Cancel Grubhub+ up to 24 hours before the next scheduled payment to avoid further charges. Benefits continue through the end of the current membership period.","issues":["cancel_service"],"source":"https://lp.grubhub.com/legal/plus/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Grubhub must be contacted about a dispute over an unauthorized Grubhub+ charge within 60 days of the date of the charge.","issues":["unauthorized_charge","cancel_service"],"source":"https://lp.grubhub.com/legal/plus/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Members are not eligible for refunds of Grubhub+ charges or credits for partly used membership periods unless Grubhub decides otherwise. A free trial converts to a paid membership unless cancelled before it ends.","issues":["cancel_service","refund_request"],"source":"https://lp.grubhub.com/legal/plus/","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Contact Grubhub Customer Care about a missing or wrong order; refunds and credits are case by case.","evidence":["order number","photos of wrong or missing items","receipt"],"steps":[{"do":"Contact Grubhub through Help or by phone with the order details.","channel":"contact-us"},{"do":"If Grubhub does not refund an order you paid for and did not get, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Grubhub's Terms say payments are final and non-refundable unless Grubhub decides otherwise, and that it may offer credits or refunds on a case-by-case basis.","issues":["refund_request"],"source":"https://www.grubhub.com/legal/terms-of-use","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Grubhub's Terms require notice to Grubhub of any claim within one year of when it accrued, or the claim is waived.","source":"https://www.grubhub.com/legal/terms-of-use","last_verified":"2026-10-12"}],"known_blockers":["grubhub.com help and contact pages load with JavaScript (\"Contact Us is loading...\"), so an agent may not be able to use them.","Membership cancellation needs the account holder signed in."]},{"id":"instacart","name":"Instacart","aliases":["instacart","instacart+","instacart plus","maplebear"],"sector":"gig_delivery","website":"https://www.instacart.com","official_domains":["instacart.com"],"regulators":["ftc"],"notes":"Grocery delivery and pickup, operated by Maplebear Inc. (d/b/a Instacart). Terms last updated May 7, 2026. For orders placed through a retailer's own app or website (for example Kroger), Instacart says to contact that retailer. Problems must be reported within 3 days of pickup or delivery.","channels":[{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"},{"id":"report-problem","type":"app","label":"Report a problem with an order (app Get help, or website Report a problem)","value":"App: select the order > Get help. Website: select the order > Report a problem","purposes":["refund_request","lost_package","damaged_item"],"access":"login","source":"https://www.instacart.com/help/section/3252458959/3279632311","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Instacart Help Center (Connect with Instacart)","value":"https://www.instacart.com/help","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"},{"id":"instacart-plus-manage","type":"app","label":"Cancel Instacart+ (Your Instacart+ membership > Cancel membership)","value":"App: Account > Your Instacart+ membership > Cancel membership. Web: menu > Your Instacart+ membership > Cancel membership","purposes":["cancel_service"],"access":"login","source":"https://www.instacart.com/help/section/107169420/423178048","last_verified":"2026-10-12"},{"id":"safety-report","type":"app","label":"Report a safety issue on an order","value":"Select the order > Get help > Other issues > Report safety issue","purposes":["poor_service"],"access":"login","notes":"In an emergency, call 911.","source":"https://www.instacart.com/help/section/3252458959/117065158","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (Legal Department)","value":"Instacart, ATTN: Legal Department, 50 Beale Street, Suite 600, San Francisco, CA 94105","notes":"Must include contact details, a description of the claim, the remedy and amount sought, and your personal signature. Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out","value":"arbitration-opt-out@instacart.com","notes":"Within 30 days of first accepting the Terms. Include first and last name, account email and a clear statement that you opt out.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"report-problem"},{"rung":"frontline","channel":"support-phone"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Signed written notice, then at least 60 days to resolve it before arbitration."}],"playbooks":[{"issue":"refund_request","summary":"Report missing, damaged or wrong items in the app or website within 3 days; ask within 24 hours for a same-day refund.","evidence":["order details","photos of damaged or wrong items","list of missing items"],"steps":[{"do":"Open the order and choose Get help (app) or Report a problem (website). Do it within 3 days of pickup or delivery, and within 24 hours for a same-day refund.","channel":"report-problem"},{"do":"Choose a refund to the payment method or a credit toward a future order."},{"do":"If self-report does not work, contact Instacart support.","channel":"support-phone"},{"do":"If Instacart does not refund an item you paid for and did not get, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Instacart accepts problem reports within 3 days of pickup or delivery (not for restaurant orders). For a same-day refund, request it within 24 hours of receiving the order.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/3252458959/420247006","last_verified":"2026-10-12"},{"kind":"policy","claim":"For missing or damaged items, Instacart gives a refund or a credit toward a future order, up to what you paid for the item. Refunds are processed immediately, but the bank may take longer to show them.","issues":["refund_request"],"source":"https://www.instacart.com/help/section/3252458959/420247006","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Check for authorization holds and Instacart+ renewals first; if the charge still does not fit, contact Instacart, then the bank.","evidence":["statement with the charge","order history"],"steps":[{"do":"Compare the charge with your orders. Authorization holds can be higher than the order total and are released by the bank later; a recurring charge is an Instacart+ renewal."},{"do":"If it still does not match, contact Instacart.","channel":"help-center"},{"do":"If Instacart does not reverse it, dispute it with your bank or card issuer."}],"facts":[{"kind":"policy","claim":"Instacart's Terms say multiple pending authorizations are not duplicate charges, and you are charged once for the final order total.","issues":["unauthorized_charge","billing_error"],"source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Instacart+ under Your Instacart+ membership. Annual members get a refund only within the first 5 days and only if they placed no orders with it.","evidence":["cancellation confirmation email","date of cancellation","any later charge"],"steps":[{"do":"App: Account > Your Instacart+ membership > Cancel membership > Continue > Confirm cancellation. Website: menu > Your Instacart+ membership > Cancel membership.","channel":"instacart-plus-manage"},{"do":"Keep the confirmation email. If charged after cancelling, contact support.","channel":"support-phone"},{"do":"If Instacart does not refund a charge made after cancellation, dispute it with your card issuer."}],"facts":[{"kind":"policy","claim":"Annual Instacart+ members can cancel within the first 5 calendar days of the paid membership for a refund only if no orders used the membership; other cancellations get no refund, and benefits continue to the end of the billing period. Charges may apply up to 6 hours before renewal.","issues":["cancel_service","refund_request"],"source":"https://www.instacart.com/help/section/107169420/423178048","last_verified":"2026-10-12"}]}],"known_blockers":["Order problem reports and Instacart+ cancellation need the customer signed in.","Orders placed through a retailer's own app or website are handled by that retailer, not Instacart."]},{"id":"lyft","name":"Lyft","aliases":["lyft","lyft pink","lyft inc"],"sector":"gig_delivery","website":"https://www.lyft.com","account_url":"https://account.lyft.com/","official_domains":["lyft.com","lyftmail.com","lyft-new.zendesk.com"],"security":{"never_asks":[{"kind":"policy","claim":"Lyft says no Lyft employee will contact you by phone, text or email asking for personal information (such as your phone verification code, driver's license, credit card number or bank information) unless you reached out first.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lyft says its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com, and that a website must use https and include .lyft.com before you log in.","source":"https://help.lyft.com/hc/en-us/all/articles/115012923107","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"U.S. rideshare. Support is through the Lyft app and the Help Center (help.lyft.com); no rider phone line was found. The Lyft Terms of Service were last updated February 9, 2026. Legal notices go by certified mail.","channels":[{"id":"help-contact-form","type":"web_form","label":"Lyft Help Center contact form","value":"https://help.lyft.com/hc/en-us/all/requests/loginprompt?ticket_form_id=724707","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"access":"login","source":"https://help.lyft.com/hc/en-us","last_verified":"2026-10-12"},{"id":"lost-and-found","type":"web_form","label":"Lost & found for riders (report an item, contact the driver)","value":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","purposes":["poor_service"],"notes":"Start from the Lyft app or the link in the emailed ride receipt. If you lost your phone or cannot reach the driver, use the form linked on this page.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"},{"id":"safety-report-form","type":"web_form","label":"Report a safety concern (Safety Team, 24/7)","value":"https://help.lyft.com/hc/en-us/all/requests/new?ticket_form_id=724707&selectedOptions=%5B0%2C1%5D&isSubmittingTicket=false","hours":"24/7","purposes":["poor_service"],"notes":"In an emergency, call 911 first.","source":"https://help.lyft.com/hc/en-us/articles/115013077888-Report-a-safety-incident-or-citation","last_verified":"2026-10-12"},{"id":"lyft-pink-manage","type":"app","label":"Cancel Lyft Pink (Menu > Lyft Pink > Manage Plan)","value":"Lyft app > Menu > Lyft Pink > Manage Plan > cancel","purposes":["cancel_service"],"access":"login","source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Legal notices to Lyft (certified mail, return receipt requested)","value":"Lyft, Inc., 548 Market Street, P.O. Box 68514, San Francisco, CA 94104","notes":"The Terms say a written notice of dispute to Lyft should be sent by mail as described in Section 22, and allow 60 days to negotiate.","source":"https://www.lyft.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Written notice of the dispute, then 60 days to negotiate before arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Check the ride receipt, then contact Lyft through the Help Center. Damage fees come with photos and can be answered by replying to the follow-up email.","evidence":["ride receipt","the charge on your statement","Lyft's damage fee email with photos if any"],"steps":[{"do":"Check your ride receipts and payment history to match the charge to a ride."},{"do":"Contact Lyft through the Help Center about the wrong charge.","channel":"help-contact-form"},{"do":"For a damage fee you dispute, reply directly to Lyft's follow-up email with the information Lyft missed."},{"do":"If Lyft does not fix it, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"Lyft damage fees are $25 for minor damage (small spills, dirt, pet hair), $75 for moderate damage, and $150 for significant damage needing specialized cleaning or repairs.","issues":["billing_error"],"source":"https://help.lyft.com/hc/en-us/articles/115012927367-I-was-charged-a-damage-fee","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Lyft Pink in the app under Lyft Pink > Manage Plan.","evidence":["screenshot of the cancellation confirmation","date of cancellation","any later charge"],"steps":[{"do":"Open the app menu, tap Lyft Pink, tap Manage Plan, and choose cancel.","channel":"lyft-pink-manage"},{"do":"If you are charged after cancelling, contact Lyft through the Help Center.","channel":"help-contact-form"},{"do":"If Lyft does not refund a charge made after cancellation, dispute it with your card issuer."}],"facts":[{"kind":"fee","claim":"Lyft Pink is $9.99/month or $99/year; Lyft Pink All Access is $199/year.","issues":["cancel_service"],"source":"https://help.lyft.com/hc/en-us/articles/360037342653-Lyft-Pink","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To get a lost item back, riders can call or message the driver for 24 hours after the ride ends, through masked phone numbers in the app.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"},{"kind":"fee","claim":"Lyft charges a $20 return fee in the app once the driver says the item was returned. If a driver asks for cash for the return, contact Lyft support.","source":"https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers","last_verified":"2026-10-12"}],"known_blockers":["The Help Center contact form and fare disputes need the rider to sign in to the Lyft account."]},{"id":"uber","name":"Uber","aliases":["uber","uber eats","ubereats","uber one","uber technologies"],"sector":"gig_delivery","website":"https://www.uber.com","account_url":"https://account.uber.com/","official_domains":["uber.com"],"security":{"never_asks":[{"kind":"policy","claim":"Uber says Uber employees will never contact you by email or phone to request your account information, including your password or email address.","source":"https://help.uber.com/riders/article/keeping-your-uber-account-safe?nodeId=f05a47d0-f435-4872-91bc-6a36bcab668b","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited emails or texts with a link to a counterfeit Uber login page. Uber says to check that the address bar shows https://www.uber.com before you sign in.","source":"https://help.uber.com/riders/article/keeping-your-uber-account-safe?nodeId=f05a47d0-f435-4872-91bc-6a36bcab668b","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudulent texts to drivers and delivery people that claim to be from Uber and ask them to check their details on a fake site.","source":"https://help.uber.com/en/driving-and-delivering/article/report-sms-phishing-?nodeId=1e43d597-8c5b-4db1-b082-53dce11ec50e","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Covers Uber rides and Uber Eats in the U.S. Uber says it does not offer a customer service phone number for riders; support is through the Help section of the app or help.uber.com after sign-in. help.uber.com article pages render with JavaScript and could not be read, so the in-app lost-item and Uber Eats refund paths are not recorded here. The U.S. Terms of Use require an informal dispute resolution conference before arbitration.","channels":[{"id":"in-app-help","type":"app","label":"Uber app Help (rides and Uber Eats)","value":"Uber app > Account > Help (or the Help tab in your account)","hours":"24/7","purposes":["refund_request","billing_error","unauthorized_charge","poor_service","lost_package","damaged_item"],"access":"login","notes":"The Terms say to report or dispute a charge through the Help tab in your account.","source":"https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Uber Help Center (sign in for personalized support)","value":"https://help.uber.com/riders","purposes":["refund_request","billing_error","poor_service"],"access":"login","source":"https://help.uber.com/riders","last_verified":"2026-10-12"},{"id":"safety-toolkit","type":"app","label":"In-app Safety Toolkit (report a safety issue, contact an ADT safety agent, call 911)","value":"Uber app during a trip > safety shield icon > Contact safety agent or report a safety issue","hours":"24/7","purposes":["poor_service"],"access":"login","notes":"In an emergency, call 911 first. The app's Emergency Button calls 911 and shows your live location and trip details.","source":"https://www.uber.com/us/en/ride/safety/","last_verified":"2026-10-12"},{"id":"uber-one-manage","type":"app","label":"Cancel Uber One (Manage Membership > End Membership)","value":"Uber app > Uber One > Manage Membership > End Membership","purposes":["cancel_service"],"access":"login","source":"https://www.uber.com/us/en/uber-one/","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (informal dispute resolution before arbitration)","value":"Uber Technologies, Inc., Attn: Legal Department, 1725 3rd Street, San Francisco, CA 94158","notes":"Written notice to request the informal dispute resolution conference, which is a condition before arbitration.","source":"https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"in-app-help"},{"rung":"payment_dispute","note":"Card dispute if Uber does not reverse a wrong charge. The Terms ask you to raise it in Help within 30 days first."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Send a written notice and hold an informal conference within 60 days before arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Dispute a wrong ride or order charge in the app's Help within 30 days, or you may lose the right to dispute it later.","evidence":["trip or order receipt","the charge on your statement","what you expected to pay"],"steps":[{"do":"Open Help in the app, select the trip or order, and report the charge problem. Do this within 30 days of the charge.","channel":"in-app-help"},{"do":"If Uber does not fix it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Uber's Terms ask users to dispute a charge through the Help tab within 30 days after the charge occurred, unless the app gives a different timeframe; otherwise the user waives the right to dispute it later.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"Uber's Terms say charges are final and non-refundable unless Uber or the third-party provider decides otherwise, and amounts for lost and found goods are non-refundable.","issues":["refund_request","billing_error"],"source":"https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"End Uber One in the app (Uber One > Manage Membership > End Membership). The current cycle is not refunded.","evidence":["screenshot of the cancellation confirmation","date of cancellation","any charge after that date"],"steps":[{"do":"In the Uber app, open Uber One, select Manage Membership, then End Membership, and confirm.","channel":"uber-one-manage"},{"do":"If you are charged for a new cycle after cancelling, report it in Help.","channel":"in-app-help"},{"do":"If Uber does not refund a charge made after you cancelled, dispute it with your card issuer."}],"facts":[{"kind":"policy","claim":"Except where prohibited by law, the Uber One subscription charge is non-refundable once the billing cycle begins. Paid members keep benefits until the end of the current billing cycle; free-trial benefits end immediately on cancellation.","issues":["cancel_service","refund_request"],"source":"https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you cancel within 24 hours before your renewal day and the next cycle's payment has already processed, Uber issues an automatic refund.","issues":["cancel_service","refund_request"],"source":"https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"The Uber One page lists the membership at $9.99/month, with a 4-week free trial for eligible first-time members.","issues":["cancel_service"],"source":"https://www.uber.com/us/en/uber-one/","last_verified":"2026-10-12"},{"kind":"contact","claim":"Uber says it does not offer a customer service phone number for Uber riders; riders sign in to get personalized support.","source":"https://help.uber.com/riders","last_verified":"2026-10-12"},{"kind":"process","claim":"The informal dispute resolution conference must occur within 60 days after the other party receives the notice, and is a condition precedent to arbitration.","source":"https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en","last_verified":"2026-10-12"}],"known_blockers":["No customer service phone line for riders; nearly all support needs the account holder signed in to the app or help.uber.com.","help.uber.com articles load with JavaScript, so an agent may not be able to read them."]},{"id":"amtrak","name":"Amtrak (National Railroad Passenger Corporation)","aliases":["national railroad passenger corporation","amtrak guest rewards","acela"],"sector":"ground_transport","website":"https://www.amtrak.com","account_url":"https://www.amtrak.com/planning-booking/changes-refunds","regulators":[],"notes":"Amtrak is a federally chartered passenger railroad; FMCSA does not regulate it. Disability discrimination complaints can also go to the Amtrak Office of Inspector General or the Federal Railroad Administration (FRA) Office for Civil Rights, which are not in the registry's regulator list. Amtrak Connection (7000 and 8000 series) bus segments follow the operating carrier's baggage policies.","channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and Customer Service (1-800-USA-RAIL)","value":"+1-800-872-7245","purposes":["refund_request","accessibility","lost_baggage","poor_service"],"notes":"Also the number to report an accessibility issue and, for baggage claims, to ask for Customer Relations. TTY/TDD users dial 711.","source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"customer-service-sms","type":"sms","label":"Text Amtrak customer service","value":"+1-800-872-7245","hours":"7 am to 11 pm ET","purposes":["accessibility"],"source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Chat with a live agent","value":"https://www.amtrak.com/contact-us/chat","hours":"Every day 7:00am - 11:00pm ET","purposes":["refund_request","accessibility","poor_service"],"source":"https://www.amtrak.com/contact-us","last_verified":"2026-10-12"},{"id":"email-form","type":"web_form","label":"E-mail Us contact form (subjects include Travel Experience Feedback, Accessibility Requests/Feedback, Guest Rewards)","value":"https://www.amtrak.com/contact-us/email","purposes":["poor_service","accessibility","account_access","privacy_request"],"access":"captcha","notes":"Amtrak says it cannot change or cancel tickets through this form; a representative responds within 7-10 days.","source":"https://www.amtrak.com/contact-us/email","last_verified":"2026-10-12"},{"id":"refunds-mail","type":"mail","label":"Amtrak Refunds (required for cash refunds; send original tickets by certified mail, return receipt requested)","value":"Amtrak Refunds, Box 70, 2955 Market Street, Philadelphia, PA 19104-2898","purposes":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"id":"baggage-claims-mail","type":"mail","label":"Office of Customer Relations, Baggage Claims","value":"Attn: Baggage Claims, Amtrak, 1 Massachusetts Ave NW, Washington, DC 20001","purposes":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"Amtrak Headquarters (disability discrimination complaints)","value":"Amtrak Headquarters, One Massachusetts Ave NW, Washington, DC 20001","purposes":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"},{"id":"guest-rewards-phone","type":"phone","label":"Amtrak Guest Rewards","value":"+1-800-307-5000","purposes":["account_access"],"source":"https://www.amtrak.com/contact-us/helpful-links-and-phone-numbers","last_verified":"2026-10-12"},{"id":"lost-item-report","type":"web_form","label":"Lost item report (items lost on a train or in a station; run by Chargerback for Amtrak)","value":"https://www.chargerback.com/reportLostItemCBEmbed.asp?CustomerID=16387","notes":"For items left on board or in a station, not for checked baggage claims.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"email-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Amtrak's terms and conditions include a binding arbitration agreement."}],"playbooks":[{"issue":"refund_request","summary":"Cancel before departure; the refund depends on the fare type. Request it online, by phone, at a station, or by mail for cash tickets.","evidence":["reservation number","fare type","purchase date","cancellation confirmation","doctor's note for an illness waiver"],"steps":[{"do":"Cancel before the train departs. Unused tickets that are not cancelled before departure are forfeit."},{"do":"Request the refund on Amtrak.com or in the Amtrak app for most online purchases, or call 1-800-USA-RAIL.","channel":"customer-service-phone"},{"do":"For a cash purchase, mail the original tickets by certified mail, return receipt requested, to Amtrak Refunds.","channel":"refunds-mail"},{"do":"If you or someone in your party is ill, ask for the illness waiver and provide a doctor's note."},{"do":"If you bought through a travel agency, ask the agency for the refund (except during a service disruption)."},{"do":"If Amtrak does not pay a refund it owes, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Reserved fares paid by cash, credit or debit card get a full refund to the original form of payment if cancelled within 24 hours of purchase and before departure; unreserved tickets must be cancelled within 1 hour.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Coach, Acela Business and Acela First fares: Flex gets a full refund with no fee if cancelled before departure; Value forfeits 30% and refunds 70%; Sale forfeits 50% and refunds 50%.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Private rooms: cancelled 121 or more days before departure, full refund; 15-120 days before, 75% refunded and 25% forfeited; within 14 days, 75% is issued as a non-refundable eVoucher and 25% is forfeited.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a doctor's note, Amtrak waives the normal change and cancellation policies for the ill passenger's entire party.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Tickets become non-refundable one year after payment; eVouchers and other exchange credits are valid for one year after the original ticket was issued.","issues":["refund_request","travel_credit"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fares are non-refundable and non-changeable after departure; a no-show forfeits the full value of the segment.","issues":["refund_request"],"source":"https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Ask for a reasonable modification at least 72 hours ahead; complain to Amtrak, the Amtrak OIG or the FRA if it is not provided.","evidence":["reservation number","date and train number","request confirmation","names of employees","photos"],"steps":[{"do":"Ask for the modification as early as possible and no later than 72 hours before departure, by the contact form subject \"Accessibility Requests/Feedback\", by phone (TTY 711), text, chat, or at a staffed station.","channel":"email-form"},{"do":"If help is not provided on the day, ask any Amtrak employee for an on-the-spot modification."},{"do":"Report the problem to 1-800-USA-RAIL and in writing through the contact form.","channel":"customer-service-phone"},{"do":"For disability discrimination, file a complaint with Amtrak by mail or online.","channel":"headquarters-mail"},{"do":"You can also complain to the Amtrak Office of Inspector General (P.O. Box 76654, Washington DC 20013; 1-800-468-5469) or the FRA Office for Civil Rights (Civil.Rights@DOT.GOV, 202-493-0669)."}],"facts":[{"kind":"deadline","claim":"Amtrak asks for reasonable modification requests no later than 72 hours before departure and says it will respond to requests within 72 hours.","issues":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/accessible-travel-request","last_verified":"2026-10-12"},{"kind":"contact","claim":"Amtrak says a disability discrimination complaint can be filed directly with the FRA Office for Civil Rights by email to Civil.Rights@DOT.GOV (the fastest method), by phone at (202) 493-0669, or by mail.","issues":["accessibility"],"source":"https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Report damage before leaving the station; claim lost checked bags in writing within 30 days.","evidence":["ticket","baggage claim check","list of contents with values","receipts","photos of damage"],"steps":[{"do":"Report damaged or stolen baggage at the baggage claim location before you leave the station."},{"do":"Submit a lost checked baggage claim within 30 days of the incident to the Office of Customer Relations.","channel":"baggage-claims-mail"},{"do":"Call 1-800-USA-RAIL and ask for Customer Relations to follow up.","channel":"customer-service-phone"},{"do":"For items left on a train or in a station, file a lost item report.","channel":"lost-item-report"}],"facts":[{"kind":"deadline","claim":"Lost checked baggage claims must be submitted within 30 days of the incident to the Office of Customer Relations.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Amtrak's liability for checked baggage is limited to a maximum of $500 per ticketed passenger; passengers may declare additional valuation up to $2,500 by paying the applicable charge.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"},{"kind":"limit","claim":"Liability is limited to $50.00 per bag for Red Cap service and $100.00 per bag for Parcel Check service, with no additional valuation for Parcel Check.","issues":["lost_baggage"],"source":"https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Signing in to or joining Amtrak Guest Rewards means agreeing to the terms and conditions, which include a binding arbitration agreement.","source":"https://www.amtrak.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"fee","claim":"Each traveler can check up to 4 bags, 2 free and 2 at $20 per bag.","source":"https://www.amtrak.com/onboard/baggage-policy","last_verified":"2026-10-12"}],"known_blockers":["The E-mail Us form is protected by reCAPTCHA Enterprise and cannot change or cancel tickets.","Cash refunds need the original paper tickets sent by certified mail.","Amtrak reports longer than normal hold times on 1-800-USA-RAIL."],"official_domains":["amtrak.com"],"security":{"known_scams":[{"kind":"policy","claim":"Amtrak warns that criminals sell invalid discount Amtrak tickets on online auction sites and social media; Amtrak does not honor these tickets, the Amtrak Police Department investigates them, and only tickets bought from Amtrak or one of its partners are accepted for travel.","source":"https://www.amtrak.com/fraud-alert","last_verified":"2026-10-12"}]}},{"id":"flixbus","name":"FlixBus (Flix Bus, Inc.)","aliases":["flix bus","flixbus inc","flixbus usa"],"sector":"ground_transport","parent":"Flix SE","website":"https://www.flixbus.com","account_url":"https://shop.flixbus.com/rebooking/login","regulators":["fmcsa"],"notes":"Flix Bus, Inc. is a ticket broker for independent bus operators in North America, including Greyhound. FlixBus-branded trips use FlixBus channels (support.flixbus.com, 1-855-626-8585); Greyhound-branded trips have their own phone lines and help center (see greyhound). The operator of a trip is shown during booking.","channels":[{"id":"customer-service-phone","type":"phone","label":"Flix Customer Service hotline","value":"+1-855-626-8585","purposes":["refund_request","accessibility","poor_service"],"notes":"Flix says not all international calls are toll-free.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"FlixHelp contact form (claims and complaints)","value":"https://help.flixbus.com/support/s/contact-us/?language=en_US","purposes":["refund_request","poor_service","accessibility","lost_baggage"],"notes":"For wheelchair questions choose Subject \"Passengers with Disabilities\".","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"FlixBus US help center","value":"https://support.flixbus.com/us/en","access":"open","source":"https://www.flixbus.com/","last_verified":"2026-10-12"},{"id":"manage-my-booking","type":"portal","label":"Manage My Booking (reschedule or cancel)","value":"https://shop.flixbus.com/rebooking/login","purposes":["refund_request"],"access":"login","notes":"Needs the 10-digit booking number.","source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"},{"id":"lost-item-page","type":"portal","label":"Report a lost item (help article with the lost item form)","value":"https://support.flixbus.com/us/en-us/reporting-and-tracking-lost-items","purposes":["lost_baggage"],"source":"https://support.flixbus.com/us/en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"regulator","regulator":"fmcsa","note":"Interstate bus carrier."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Terms of purchase require individual AAA arbitration, except personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief."}],"playbooks":[{"issue":"refund_request","summary":"Your own cancellation gives a voucher; a cancellation by FlixBus gives a money refund on request; claims must be filed within 3 months.","evidence":["10-digit booking number","departure time","delay or cancellation notice","payment method"],"steps":[{"do":"To cancel, use Manage My Booking up to 15 minutes before departure. Bookings made by mistake can be cancelled free within 60 minutes after booking.","channel":"manage-my-booking"},{"do":"If the departure is delayed more than 2 hours, do not take the ride if you want money back; reschedule free or request a refund."},{"do":"If FlixBus cancelled the bus, choose a monetary refund to the original payment method."},{"do":"File the claim through the contact form within 3 months of the booked travel date.","channel":"contact-form"},{"do":"If the refund owed is not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Voluntary cancellation gets a voucher for a percentage of the ticket price: less than 2 days before departure 20%, 2 to 6 days 40%, 7 to 29 days 70%, 30 days or more 100%. Booking and service fees are non-refundable; seat reservations and excess baggage are refunded at 100%.","issues":["refund_request"],"source":"https://www.flixbus.com/service/change-cancel-a-booking/cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A booking can be cancelled free of charge up to 60 minutes after completing it.","issues":["refund_request"],"source":"https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If FlixBus cancels the bus, the passenger can choose a monetary refund to the original payment method within 7 working days; delays under 2 hours carry no compensation.","issues":["refund_request"],"source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"},{"kind":"policy","claim":"For involuntary cancellations, monetary refunds are offered only for payments made by cash, card, PayPal or Google Pay; vouchers are always available.","issues":["refund_request"],"source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under FlixBus passenger rights, claims and requests must be submitted within 3 months of the booked travel date.","issues":["refund_request","poor_service"],"source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Add the wheelchair during booking; use the contact form for anything else.","evidence":["booking number","date and route","what assistance was booked","what happened"],"steps":[{"do":"Add the wheelchair during booking; no separate contact with Customer Service is needed and no booking deadline applies."},{"do":"For other needs or a complaint, use the contact form with Subject \"Passengers with Disabilities\".","channel":"contact-form"},{"do":"Escalate to FMCSA if FlixBus does not resolve it.","regulator":"fmcsa"}],"facts":[{"kind":"policy","claim":"FlixBus says mobility aids can be transported free of charge.","issues":["accessibility"],"source":"https://support.flixbus.com/us/en-us/traveling-with-reduced-mobility","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Flix Bus, Inc. terms (dated 07/13/2026) require binding individual AAA arbitration under Texas law, excluding personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief; written notice of a damages claim must be received within 90 days of the event.","source":"https://www.flixbus.com/general-terms-business-and-booking-conditions","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"FlixBus says its AI assistant \"Flora\" and agent chat are available from the help center for claims and complaints.","source":"https://support.flixbus.com/us/en-us/delays-and-cancellations","last_verified":"2026-10-12"}],"known_blockers":["Voluntary cancellations are refunded only as vouchers.","help.flixbus.com is a Salesforce site that may not render for automated fetches."],"official_domains":["flixbus.com"]},{"id":"greyhound","name":"Greyhound Lines, Inc.","aliases":["greyhound","greyhound lines","greyhound bus"],"sector":"ground_transport","parent":"Flix SE","website":"https://www.greyhound.com","account_url":"https://shop.greyhound.com/rebooking/login","regulators":["fmcsa"],"notes":"Greyhound is owned by Flix (FlixBus acquired it in 2021). Tickets on greyhound.com are sold by FlixBus, Inc. (\"Flix\") as a broker for independent bus operators such as Greyhound; the operator of a trip is shown during booking. Greyhound keeps its own phone lines and help center (help.greyhound.com); FlixBus-branded trips use FlixBus channels (see flixbus). The Terms & Conditions of Purchase (dated 7/13/2026) state two different claim-notice deadlines (90 days and 21 days).","channels":[{"id":"customer-service-phone","type":"phone","label":"Greyhound toll-free booking and customer service (US)","value":"+1-800-231-2222","hours":"7 days a week, 24 hours a day","purposes":["refund_request","poor_service"],"notes":"Phone bookings carry a $25 fee. Greyhound says Customer Service cannot modify a ticket before departure; use Manage My Booking.","source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Greyhound en Español (within US)","value":"+1-800-531-5332","source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"Greyhound TTY/TDD","value":"+1-800-345-3109","hours":"7 days a week, 24 hours a day","purposes":["accessibility"],"source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"disability-assistance-phone","type":"phone","label":"Customers with Disabilities Travel Assistance","value":"+1-800-752-4841","purposes":["accessibility"],"notes":"Greyhound says the representative can waive the standard convenience fee if a disability prevents booking online.","source":"https://www.greyhound.com/help-and-info/customers-with-disabilities","last_verified":"2026-10-12"},{"id":"ada-email","type":"email","label":"ADA Compliance (disability discrimination complaints)","value":"ada.support@greyhound.com","purposes":["accessibility"],"source":"https://www.greyhound.com/help-and-info/customers-with-disabilities","last_verified":"2026-10-12"},{"id":"ada-phone","type":"phone","label":"ADA Compliance Specialist","value":"+1-214-849-7841","purposes":["accessibility"],"source":"https://www.greyhound.com/help-and-info/customers-with-disabilities","last_verified":"2026-10-12"},{"id":"ada-mail","type":"mail","label":"ADA Compliance mailing address","value":"Greyhound Lines, Inc., ATTN ADA Compliance, PO Box 660362-0362, Dallas, TX 75266-0362","purposes":["accessibility"],"notes":"The page addresses this to a named ADA Compliance Specialist.","source":"https://www.greyhound.com/help-and-info/customers-with-disabilities","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Greyhound feedback form (complaints and past-ride safety issues)","value":"https://help.greyhound.com/s/feedback-form?language=en_US","purposes":["poor_service","accessibility","refund_request"],"source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"delay-refund-form","type":"web_form","label":"Trip delay refund request form","value":"https://help.greyhound.com/s/refund-form?language=en_US","purposes":["refund_request"],"source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"manage-my-booking","type":"portal","label":"Manage My Booking (change, cancel, voucher refund)","value":"https://shop.greyhound.com/rebooking/login","purposes":["refund_request"],"access":"login","notes":"Log in with the booking number and the email or phone number used at purchase.","source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"lost-item-form","type":"web_form","label":"Lost and found request (help center)","value":"https://help.greyhound.com/s/?language=en_US","purposes":["lost_baggage"],"source":"https://www.greyhound.com/travel-info/baggage","last_verified":"2026-10-12"},{"id":"feedback-mail","type":"mail","label":"Feedback and general customer mail","value":"Greyhound Lines, Inc, P.O. Box 660691, MS 470, Dallas, TX 75266-0691","purposes":["poor_service","refund_request"],"source":"https://www.greyhound.com/help-and-info/contact-us","last_verified":"2026-10-12"},{"id":"risk-email","type":"email","label":"Flix risk department (proof of loss form for baggage lost or damaged in a collision or accident)","value":"RiskNA@flixbus.com","purposes":["lost_baggage"],"source":"https://www.greyhound.com/greyhound-terms-and-conditions-of-travel","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"feedback-form"},{"rung":"regulator","regulator":"fmcsa","note":"Interstate bus carrier."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Terms & Conditions of Purchase require individual AAA arbitration, except personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief."}],"playbooks":[{"issue":"refund_request","summary":"Voluntary cancellations get a voucher on a sliding scale; carrier cancellations get a full refund; delays over 120 minutes allow a voucher or a free rebooking.","evidence":["booking number","email or phone used at purchase","departure time","delay or cancellation notice"],"steps":[{"do":"Cancel in Manage My Booking at least 15 minutes before departure. The voucher is emailed immediately.","channel":"manage-my-booking"},{"do":"If the bus is delayed 120 minutes or more from the origin, do not board if you want money back; withdraw and ask for a voucher or a free rebooking through the delay refund form.","channel":"delay-refund-form"},{"do":"If Greyhound or the operator cancelled the trip, ask for a full refund including fees.","channel":"customer-service-phone"},{"do":"If the refund is not given, send a written complaint, then dispute the charge with your card issuer.","channel":"feedback-form"}],"facts":[{"kind":"policy","claim":"Voluntary cancellation up to 15 minutes before departure gets a voucher for a percentage of the ticket price: less than 2 days before departure 20%, 2 to 6 days 40%, 7 to 29 days 70%, 30 days or more 100%. Booking and service fees are non-refundable.","issues":["refund_request"],"source":"https://www.greyhound.com/manage-my-booking/cancellation-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Cancellation vouchers are valid for 12 months across the network, have no cash value and cannot be resold.","issues":["refund_request","travel_credit"],"source":"https://www.greyhound.com/help-and-info/travel-dilemmas/ticket-refunds-exchanges","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the bus is delayed 120 minutes or more from the original departure point, you can withdraw and get a voucher for the ticket price or rebook for free; if you travel on the delayed bus, no refund is available.","issues":["refund_request"],"source":"https://www.greyhound.com/help-and-info/travel-dilemmas/ticket-refunds-exchanges","last_verified":"2026-10-12"},{"kind":"compensation","claim":"For involuntary cancellations the customer receives a refund for the full amount of the ticket fare, including any fees paid.","issues":["refund_request"],"source":"https://www.greyhound.com/terms-and-conditions-of-purchase","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Greyhound's Terms & Conditions of Travel allow reimbursement of up to two nights of lodging, capped at $80 per night per ticketed customer, in the delay situations described in Part G.","issues":["refund_request"],"source":"https://www.greyhound.com/greyhound-terms-and-conditions-of-travel","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Disclose a wheelchair at booking; complain to the ADA Compliance Specialist, who generally investigates within 30 days.","evidence":["name on booking","booking number","date and location","what happened","description of the people involved","your contact details"],"steps":[{"do":"Disclose the wheelchair or mobility scooter when booking; only two wheelchair spaces are available per bus. For departures within 24 hours, call to confirm.","channel":"disability-assistance-phone"},{"do":"For trips with another bus operator, contact each operator early; they may need 48 hours' notice for an accessible bus."},{"do":"File a complaint with the ADA Compliance Specialist by email, phone or mail with the booking details.","channel":"ada-email"},{"do":"If you disagree with the findings, ask for the claim to be re-reviewed."},{"do":"Escalate to FMCSA if Greyhound does not resolve it.","regulator":"fmcsa"}],"facts":[{"kind":"process","claim":"Greyhound says the ADA Compliance Specialist generally completes an investigation within 30 days from receipt of the complaint, and closes the claim if requested information is not provided.","issues":["accessibility"],"source":"https://www.greyhound.com/help-and-info/customers-with-disabilities","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Greyhound disclaims liability for lost or damaged baggage except in a collision or accident; use the lost and found form.","evidence":["booking number","bag description","route and date","photos","receipts"],"steps":[{"do":"Submit a lost and found request; if you used more than one bus operator, check with each carrier.","channel":"lost-item-form"},{"do":"For bags lost or damaged in a collision or accident, ask for a proof of loss form and send written notice within the claim deadline.","channel":"risk-email"}],"facts":[{"kind":"limit","claim":"Liability for baggage lost or damaged in a bus collision or accident is no greater than $250 per adult ticket and $125 per child ticket; otherwise Flix and bus operators disclaim liability for lost or damaged baggage.","issues":["lost_baggage"],"source":"https://www.greyhound.com/greyhound-terms-and-conditions-of-travel","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Written notice of a claim for damages must be received by the bus operator or Flix within ninety (90) days of the event; the purchase terms also contain a conflicting twenty-one (21) day version. A lawsuit must start within one year of a written denial.","issues":["lost_baggage"],"source":"https://www.greyhound.com/terms-and-conditions-of-purchase","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a lost bag is found, Greyhound can send it back to addresses in the contiguous United States; elsewhere the passenger must arrange shipping.","issues":["lost_baggage"],"source":"https://www.greyhound.com/travel-info/baggage","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Greyhound's Terms & Conditions of Purchase name FlixBus, Inc. as the seller and require individual AAA arbitration under the Consumer Arbitration Rules, excluding personal injury, lost or damaged luggage, ADA and Title VI claims, and injunctive relief.","source":"https://www.greyhound.com/terms-and-conditions-of-purchase","last_verified":"2026-10-12"}],"known_blockers":["Drivers and Customer Service cannot change a ticket before departure; changes and cancellations go through Manage My Booking.","Voluntary refunds are vouchers only.","help.greyhound.com is a Salesforce site that may not render for automated fetches."],"official_domains":["greyhound.com"]},{"id":"megabus","name":"megabus (US)","aliases":["megabus.com","megabus us","us megabus"],"sector":"ground_transport","parent":"Coach USA","website":"https://us.megabus.com","account_url":"https://us.megabus.com/contact-us","regulators":["fmcsa"],"notes":"The terms say \"megabus.com\" is a trade name, not a legal entity; the contract is with the regional operating carrier (for example Megabus Northeast LLC, 349 First St, Elizabeth, NJ 07206). The us.megabus.com footer shows \"© 2026 Coach USA\". Ownership changes at Coach USA in 2024-2026 were not confirmed from a fetched page. Terms last updated November 7, 2023.","channels":[{"id":"email","type":"email","label":"megabus questions email (answered first by the virtual assistant \"Chuck\", who can connect a representative)","value":"questions@us.megabus.com","purposes":["refund_request","poor_service","lost_baggage"],"source":"https://us.megabus.com/contact-us","last_verified":"2026-10-12"},{"id":"web-chat","type":"chat","label":"Chat with Chuck (virtual travel assistant)","value":"https://us.megabus.com/webchat","purposes":["refund_request","poor_service","lost_baggage"],"source":"https://us.megabus.com/contact-us","last_verified":"2026-10-12"},{"id":"booking-assistance-phone","type":"phone","label":"Customers with disabilities booking line (1-877-GO2-MEGA)","value":"+1-877-462-6342","purposes":["accessibility"],"source":"https://us.megabus.com/passengers-with-disabilities","last_verified":"2026-10-12"},{"id":"ada-email","type":"email","label":"Disability complaints contact (Coach USA)","value":"t.daniel@coachusa.com","purposes":["accessibility"],"notes":"The page names the person to contact for disability complaints.","source":"https://us.megabus.com/passengers-with-disabilities","last_verified":"2026-10-12"},{"id":"ada-phone","type":"phone","label":"Disability complaints telephone","value":"+1-908-372-6195","purposes":["accessibility"],"source":"https://us.megabus.com/passengers-with-disabilities","last_verified":"2026-10-12"},{"id":"ada-mail","type":"mail","label":"Disability complaints mailing address","value":"349 First Street, Elizabeth, New Jersey 07206","purposes":["accessibility"],"source":"https://us.megabus.com/passengers-with-disabilities","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"web-chat"},{"rung":"written_complaint","channel":"email"},{"rung":"regulator","regulator":"fmcsa","note":"Interstate bus carrier."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Either party may elect individual AAA arbitration; small claims court remains available."}],"playbooks":[{"issue":"refund_request","summary":"Tickets are non-refundable; refunds apply only when the operating carrier materially fails to provide the service.","evidence":["reservation number","scheduled and actual departure times","cause given","receipts"],"steps":[{"do":"If you need a different trip, trade in the reservation online more than 3 hours before departure and pay the trade-in fee."},{"do":"If the trip was cancelled or badly late for reasons within megabus's control, ask for a refund or alternative travel by email or chat.","channel":"email"},{"do":"If refused, send a written request that cites Section 2E of the terms, then dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Reservations may not be refunded or cancelled except where a megabus operating carrier has materially failed to provide the service (Section 2E); carriers are not responsible for delays or cancellations caused by traffic, road conditions or weather.","issues":["refund_request"],"source":"https://us.megabus.com/terms","last_verified":"2026-10-12"},{"kind":"fee","claim":"Changes must be made at least 3 hours before departure. Trade-in fees: $3.00 more than 24 hours before departure, $5.00 at 6 to 24 hours, $7.50 at 3 to 6 hours, plus a $3.99 reservation fee ($7 by telephone).","issues":["refund_request"],"source":"https://us.megabus.com/help","last_verified":"2026-10-12"}]},{"issue":"accessibility","summary":"Flag special requirements when booking or call the booking line; send complaints to the named Coach USA contact.","evidence":["reservation number","date and route","the assistance requested","what happened"],"steps":[{"do":"When booking online, answer \"yes\" to the question about passengers travelling with special requirements, or call 1-877-GO2-MEGA.","channel":"booking-assistance-phone"},{"do":"Send a disability complaint by email, phone or mail to the contact on the Customers with Disabilities page.","channel":"ada-email"},{"do":"Escalate to FMCSA if megabus does not resolve it.","regulator":"fmcsa"}]},{"issue":"lost_baggage","summary":"Report lost items to lost and found; claim baggage loss or damage within 60 days.","evidence":["reservation number","bag description","contents and values","photos"],"steps":[{"do":"Report a lost item to the lost and found department through the contact page; megabus says the investigation can take several days.","channel":"email"},{"do":"File a loss or damage claim with megabus within 60 days of discovering it."}],"facts":[{"kind":"deadline","claim":"Baggage loss or damage claims must be filed with megabus within 60 days of the discovery of the loss or damage.","issues":["lost_baggage"],"source":"https://us.megabus.com/terms","last_verified":"2026-10-12"},{"kind":"limit","claim":"Operating carriers assume no liability for baggage loss or damage in excess of two hundred and fifty ($250) dollars.","issues":["lost_baggage"],"source":"https://us.megabus.com/terms","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Either party may elect individual AAA arbitration in the customer's county; class arbitration is excluded, megabus pays the arbitration fees for claims up to $75,000 unless frivolous, and small claims court remains available.","source":"https://us.megabus.com/terms","last_verified":"2026-10-12"}],"known_blockers":["megabus publishes no general customer service phone number; first contact is a virtual assistant by email or chat."],"official_domains":["megabus.com"]},{"id":"adt","name":"ADT","aliases":["ADT Inc.","ADT Security Services","ADT LLC","ADT Home Security","ADT+","ADT Blu"],"sector":"home_services","website":"https://www.adt.com","regulators":["ftc"],"notes":"Home security monitoring company. ADT's 10-K for 2025 reports about 6.1 million security monitoring subscribers as of December 31, 2025. Customers come from ADT's own sales channels (including door-to-door activities) and from independent authorized dealers who must offer ADT the monitored accounts they sign. Contract terms depend on the version you signed: the 10-K says standard terms are two, three or five years with residential contracts renewing automatically for successive 30-day periods, and a termination payment equal to a designated percentage of the remaining monthly payments if the customer cancels during the initial term. adt.com, help.adt.com and ADT's legal PDFs returned HTTP 403 or empty pages to automated fetches on 2026-10-13; values marked \"search snippet\" were seen only in search results for adt.com pages. newsroom.adt.com and sec.gov pages were readable.","channels":[{"id":"customer-phone","type":"phone","label":"ADT customer line (800-ADT-ASAP)","value":"+1-800-238-2727","purposes":["cancel_service","early_termination_fee","billing_error","poor_service"],"notes":"ADT's newsroom gives this number to verify an ADT or Authorized Dealer visit and to report attempts to switch your provider. Third-party cancellation guides also cite it for cancelling. Use the number in your own contract or on your bill if it differs.","source":"https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics","last_verified":"2026-10-13"},{"id":"verify-rep","type":"web_form","label":"Verify an ADT representative by ID number","value":"https://www.adt.com/verify","access":"open","notes":"Search snippet only. The search result title reads \"Verify Your ADT or P1 Security Representative by Entering the ID Online\". The page returned HTTP 403 to automated fetches.","source":"https://www.adt.com/verify","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-phone"},{"rung":"retention","note":"If offered a discount to stay, ask whether it starts a new contract term. Ask for the exact termination amount and the cancellation effective date in writing."},{"rung":"written_complaint","note":"No ADT complaint address or email could be verified. Send written cancellation notice to the notice address printed in your contract, by a method with proof of delivery."},{"rung":"payment_dispute","note":"Dispute charges after the cancellation effective date with your card issuer or bank."},{"rung":"state_agency","agency_kind":"attorney_general","note":"ADT's newsroom says to report deceptive sales to ADT, the Better Business Bureau and local law enforcement; the state attorney general takes consumer complaints about contracts and sales practices."},{"rung":"small_claims","note":"Check your contract for an arbitration clause first; ADT's terms could not be read directly."}],"playbooks":[{"issue":"cancel_service","summary":"Check whether you are still in the initial term; after it, the contract renews in 30-day periods and can usually be ended with notice. Within three business days of a door-to-door sale, cancel under the FTC Cooling-Off Rule.","evidence":["signed contract or agreement with start date and term","cancellation confirmation number","bills after the cancellation date"],"steps":[{"do":"Find your contract and note the initial term (two, three or five years), the start date, the renewal terms and the termination charge percentage."},{"do":"If you signed at home with a salesperson in the last three business days, cancel under the FTC Cooling-Off Rule by mailing the signed notice of cancellation form, postmarked before midnight of the third business day.","note":"See rules/ftc-cooling-off-rule."},{"do":"Call ADT to cancel. Ask for the cancellation effective date, any termination charge and a confirmation number, and ask for written confirmation by email.","channel":"customer-phone"},{"do":"Send written notice of cancellation to the notice address in your contract by a method with proof of delivery, and keep a copy."},{"do":"If ADT keeps billing after the effective date, dispute the charges with your card issuer and file a complaint with your state attorney general."}],"facts":[{"kind":"policy","claim":"ADT's 10-K for 2025 says its standard contract terms are two, three or five years, \"with automatic renewals for successive 30-day periods for residential security customers.\"","issues":["cancel_service","early_termination_fee"],"source":"https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Search snippet only. Search results for ADT's residential terms pages quote that contracts renew for successive thirty (30)-day terms unless terminated by either party at least thirty (30) days before the end of the current term, and that no termination charges are due for a termination during a 30-day renewal period. Check the wording in your own contract.","issues":["cancel_service"],"source":"https://www.adt.com/about-adt/legal/residential-terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"early_termination_fee","summary":"Cancelling during the initial term usually costs a share of the remaining monthly charges; ask for the calculation in writing and check whether a price increase lets you end the contract without the charge.","evidence":["signed contract with initial term and termination clause","latest bill","written quote of the termination charge","any price increase notice"],"steps":[{"do":"Ask ADT for the termination charge in writing, with the number of months left and the monthly amount used.","channel":"customer-phone"},{"do":"Check the calculation against the termination clause in your contract. If it is wrong, dispute it in writing."},{"do":"If ADT sent a price increase notice, read your contract for a right to object in writing and end the contract without termination charges."},{"do":"If ADT bills a charge your contract does not allow, dispute it with your card issuer and complain to your state attorney general."}],"facts":[{"kind":"fee","claim":"ADT's 10-K for 2025 says that if a customer cancels or defaults before the end of the initial contract term, ADT has the right to a termination payment \"in an amount equal to a designated percentage of all remaining monthly payments.\"","issues":["early_termination_fee"],"source":"https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm","last_verified":"2026-10-13"},{"kind":"fee","claim":"Search snippet only. Search results for ADT's residential terms quote that upon early termination by the customer ADT may charge 75% of the monthly service charges due for the balance of the initial contract term; ADT's small business terms quote 90%. The percentage in your own contract controls.","issues":["early_termination_fee"],"source":"https://www.adt.com/about-adt/legal/residential-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Search snippet only. A search result for ADT's residential terms quotes a clause that lets the customer object in writing within 30 days of a monitoring price increase notice and, if ADT does not waive the increase, terminate effective thirty (30) days after ADT receives written notice without paying contract termination charges. Confirm that your contract version has this clause.","issues":["early_termination_fee","cancel_service"],"source":"https://www.adt.com/about-adt/legal/residential-terms-and-conditions","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"ADT's 10-K for 2025 says its authorized dealers are third-party independent dealers that are contractually obligated to offer ADT all qualified monitored accounts they generate, and that ADT's direct channel includes door-to-door activities.","issues":["cancel_service"],"source":"https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"ADT advises never to sign any documents without a thorough review, and to call 800-ADT-ASAP before letting an unexpected ADT or Authorized Dealer visitor into the home.","issues":["cancel_service"],"source":"https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics","last_verified":"2026-10-13"}],"known_blockers":["adt.com, help.adt.com and ADT's legal PDFs block automated fetches (HTTP 403 or a blank page), so an agent cannot read the contract terms or contact page; ask the person for their signed contract.","No ADT written-complaint address or email was found."],"official_domains":["adt.com"],"security":{"never_asks":[{"kind":"policy","claim":"ADT says its Solutions Advisors and Authorized Dealers carry company-issued identification; \"If they fail to provide it, don't believe them.\"","source":"https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Door-to-door salespeople from other companies try to trick ADT customers into changing their security provider and pressure them to sign quickly. ADT says to call 800-ADT-ASAP to verify a visit before letting anyone in.","source":"https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics","last_verified":"2026-10-13"},{"kind":"policy","claim":"Search snippet only. ADT's deceptive sales pages list pitches such as \"We're here to upgrade your ADT system\", \"Our company just bought ADT\" and \"Your service will be cancelled because ___ is taking over ADT.\"","source":"https://www.adt.com/deceptive-security-sales","last_verified":"2026-10-13"},{"kind":"policy","claim":"In a May 18, 2018 release about door-to-door security sales fraud, the BBB said that in 2017 thousands of consumers complained about dishonest and misleading sales pitches or reported door-to-door scams; one consumer described signing with a salesman she thought represented ADT.","source":"https://investor.adt.com/News--Events/news/news-details/2018/BBB-Helps-Fight-Fraud-at-the-Front-Door-by-Teaming-with-ADT-and-Other-Security-Leaders-05-18-2018/default.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-deceptive-sales","type":"phone","label":"Report a deceptive sales attempt to ADT (800-ADT-ASAP)","value":"+1-800-238-2727","notes":"ADT also says to report to the Better Business Bureau and local law enforcement.","source":"https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics","last_verified":"2026-10-13"}]}},{"id":"brinks-home","name":"Brinks Home","aliases":["Brinks Home Security","BH Security, LLC","BH Security"],"sector":"home_services","website":"https://www.brinkshome.com","account_url":"https://account.brinkshome.com","regulators":["ftc"],"notes":"Home security monitoring company, BH Security, LLC dba Brinks Home, 1501 Lyndon B Johnson Fwy, Suite 700, Dallas, TX 75234. Brinks Home says independent Sales Representatives and Dealers sell its products, including door-to-door. Promotions on its terms page require a minimum 36-month monitoring contract. The monitoring contract itself is not published; the FAQ says an early termination fee may be charged \"as set forth in the monitoring contract.\" The optional Brinks Home Plus extended service plan has its own terms and its own early termination charge. The terms page requires binding arbitration, with small claims court allowed for qualifying individual claims.","channels":[{"id":"customer-support-phone","type":"phone","label":"Customer Support","value":"+1-469-391-4024","hours":"Mon-Sat 8 a.m.-8 p.m. CT","purposes":["cancel_service","early_termination_fee","billing_error","refund_request","poor_service"],"source":"https://www.brinkshome.com/contact-us","last_verified":"2026-10-13"},{"id":"customer-support-text","type":"sms","label":"Customer Support by text","value":"+1-469-513-8685","hours":"24/7","purposes":["billing_error","poor_service"],"source":"https://www.brinkshome.com/contact-us","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Live Chat (on the contact page)","value":"https://www.brinkshome.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.brinkshome.com/contact-us","last_verified":"2026-10-13"},{"id":"sales-phone","type":"phone","label":"Sales Center","value":"+1-888-627-3631","hours":"Mon-Fri 7 a.m.-10 p.m. CT (the contact page card says Mon-Sat)","source":"https://www.brinkshome.com/contact-us","last_verified":"2026-10-13"},{"id":"customer-portal","type":"portal","label":"Customer Portal (account, payments, equipment returns)","value":"https://account.brinkshome.com","purposes":["refund_request","billing_error"],"access":"login","notes":"Equipment returns need a return authorization and label from the portal's Return module.","source":"https://www.brinkshome.com/return-policy","last_verified":"2026-10-13"},{"id":"guest-payment","type":"web_form","label":"Make a payment without logging in","value":"https://account.brinkshome.com/guestpayment","access":"open","source":"https://www.brinkshome.com/contact-us","last_verified":"2026-10-13"},{"id":"company-mail","type":"mail","label":"Brinks Home mailing address","value":"Brinks Home, 1501 Lyndon B Johnson Fwy, Suite 700, Dallas, TX 75234","purposes":["cancel_service","billing_error"],"notes":"Listed on the contact page and in the terms as the address of BH Security, LLC dba Brinks Home. Use it for written notices, with proof of delivery; check your monitoring contract for the notice address it names.","source":"https://www.brinkshome.com/contact-us","last_verified":"2026-10-13"},{"id":"additional-property-phone","type":"phone","label":"Add a vacation or additional property","value":"+1-844-228-1171","source":"https://www.brinkshome.com/faqs","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-support-phone"},{"rung":"retention","channel":"customer-support-phone","note":"Ask for the early termination amount under your monitoring contract and any remaining equipment financing balance, in writing."},{"rung":"written_complaint","channel":"company-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"The Brinks Home terms say binding arbitration is mandatory, with a class action waiver; small claims court is allowed for qualifying individual claims."}],"playbooks":[{"issue":"cancel_service","summary":"The monitoring contract sets the term and the early termination fee; returning equipment does not cancel monitoring. Within three business days of a door-to-door sale, cancel under the FTC Cooling-Off Rule.","evidence":["monitoring contract with term and start date","equipment financing contract","cancellation confirmation","bills after cancellation"],"steps":[{"do":"If a sales representative signed you up at your home in the last three business days, cancel in writing under the FTC Cooling-Off Rule, postmarked before midnight of the third business day.","note":"See rules/ftc-cooling-off-rule."},{"do":"Read your monitoring contract for the term, renewal and early termination clauses."},{"do":"Call Customer Support to cancel. Ask for the cancellation date, any early termination fee and any remaining equipment financing balance, and a confirmation number.","channel":"customer-support-phone"},{"do":"Send written notice to Brinks Home by a method with proof of delivery and keep a copy.","channel":"company-mail"}],"facts":[{"kind":"policy","claim":"Brinks Home promotions on its terms page require a minimum 36-month monitoring contract; for example, the Free Video Doorbell Promotion \"Requires acceptance of a minimum 36-month monitoring contract starting at $54.99/month\".","issues":["cancel_service","early_termination_fee"],"source":"https://www.brinkshome.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Brinks Home return policy says \"Returning any equipment will not automatically terminate your monitoring contract.\"","issues":["cancel_service","refund_request"],"source":"https://www.brinkshome.com/return-policy","last_verified":"2026-10-13"}]},{"issue":"early_termination_fee","summary":"The monitoring contract sets the fee; financed equipment is still owed; Brinks Home Plus charges 100% of remaining payments if cancelled in its initial term.","evidence":["monitoring contract","equipment financing contract","Brinks Home Plus enrollment","bill with the fee"],"steps":[{"do":"Ask Customer Support for the early termination fee in writing, with the calculation.","channel":"customer-support-phone"},{"do":"Check the amount against the termination clause in your monitoring contract and dispute any difference in writing.","channel":"company-mail"},{"do":"If you have Brinks Home Plus, check whether you are in its initial term or a renewal term before cancelling it."}],"facts":[{"kind":"fee","claim":"The Brinks Home FAQ says \"We may charge an early termination fee as set forth in the monitoring contract,\" and a customer who financed equipment is responsible for any remaining balance under the equipment financing contract.","issues":["early_termination_fee"],"source":"https://www.brinkshome.com/faqs","last_verified":"2026-10-13"},{"kind":"fee","claim":"Under the current Brinks Home Plus extended service plan terms, cancelling during the Initial Term costs \"an amount equal to one hundred (100%) percent of the remaining payments owed\"; there is no termination charge for cancelling during a Renewal Term. Plan fees and payments are non-refundable.","issues":["early_termination_fee","refund_request"],"source":"https://www.brinkshome.com/terms","last_verified":"2026-10-13"},{"kind":"process","claim":"After the Initial Term, Brinks Home Plus can be cancelled by \"calling Brinks Home and completing Brinks Home's then-current cancellation procedures.\"","issues":["cancel_service"],"source":"https://www.brinkshome.com/terms","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Existing customers can return shipped equipment within 30 days of the ship date through the Customer Portal; refunds take up to 30 days.","evidence":["shipping date","return authorization and tracking number","order details"],"steps":[{"do":"Log in to the Customer Portal, open the Return module, and get a return authorization and label. If an item is not listed, call Customer Support.","channel":"customer-portal"},{"do":"Ship the items unused and in the original packaging within 30 days of the ship date, and keep the tracking number."},{"do":"If the refund has not arrived after 30 days, call Customer Support with the tracking number.","channel":"customer-support-phone"}],"facts":[{"kind":"deadline","claim":"Existing customers may return equipment \"within thirty (30) days of the date Brinks Home shipped the equipment.\" Items must be unused and in original packaging; incomplete or damaged items may be refused.","issues":["refund_request"],"source":"https://www.brinkshome.com/return-policy","last_verified":"2026-10-13"},{"kind":"process","claim":"Brinks Home refunds may take up to thirty days to process and are applied first to any past-due amount; refunds are reduced by discount, shipping and handling costs, and initial shipping charges are not refunded. Brinks Home has no drop-off locations and does not provide return boxes.","issues":["refund_request"],"source":"https://www.brinkshome.com/return-policy","last_verified":"2026-10-13"}]}],"known_blockers":["The monitoring contract is not published online; ask the person for their signed contract to find the term and early termination clause.","Equipment returns need a Customer Portal sign-in."],"official_domains":["brinkshome.com"],"security":{"never_asks":[{"kind":"policy","claim":"Brinks Home says it typically does not contact customers to offer equipment upgrades, and advises not to disclose account information without confirming affiliation.","source":"https://www.brinkshome.com/verify-and-report","last_verified":"2026-10-13"},{"kind":"policy","claim":"Brinks Home Sales Representatives, Dealers and Installation Technicians carry badges with a photo, ID number and QR code; the ID can be checked with the Verify Rep tool.","source":"https://www.brinkshome.com/verify-and-report","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Deceptive door-to-door pitches include \"Brinks Home is going out of business,\" \"Your contract is expiring—here's a new one to sign,\" \"I can add you to this list to get a free system,\" and \"You need to sign this contract today.\"","source":"https://www.brinkshome.com/verify-and-report","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a representative or report a scam (Sales Center number on the verify page)","value":"+1-469-391-5734","hours":"Mon-Fri 7 a.m.-10 p.m. CT","source":"https://www.brinkshome.com/verify-and-report","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Verify Rep tool and Report a Scam form","value":"https://www.brinkshome.com/verify-and-report","source":"https://www.brinkshome.com/verify-and-report","last_verified":"2026-10-13"}]}},{"id":"orkin","name":"Orkin","aliases":["orkin pest control","orkin llc","orkin exterminating"],"sector":"home_services","parent":"Rollins, Inc.","website":"https://www.orkin.com","account_url":"https://www.orkin.com/my-account","official_domains":["orkin.com","rollins.com"],"regulators":["ftc"],"notes":"Pest and termite control. Orkin says \"Orkin is a subsidiary of Rollins, Inc. (NYSE: ROL)\". orkin.com shows several phone numbers for different purposes: 866-949-6097 (customer service on the contact page and FAQ), 877-676-7537 (in Orkin's answer about cancelling a plan), 877-819-5061 (header, quotes and AutoPay sign-up) and 1-800-800-ORKIN (AutoPay changes in the Terms of Use). Orkin does not publish its residential service agreement, cancellation notice period, early termination charges, termite renewal terms or any 3-business-day cancellation notice online. The website Terms of Use use web-term@rollins.com for dispute notices. No Orkin page about scams or impersonation was found.","channels":[{"id":"customer-service-phone","type":"phone","label":"Orkin Customer Service (\"Got a question, comment, compliment or concern\")","value":"+1-866-949-6097","purposes":["billing_error","poor_service","refund_request","cancel_service"],"source":"https://www.orkin.com/contact","last_verified":"2026-10-13"},{"id":"cancellation-phone","type":"phone","label":"Customer service number given in Orkin's answer about cancelling a plan","value":"+1-877-676-7537","purposes":["cancel_service"],"notes":"The answer says \"You can either reach out to your local branch or our customer service number directly at 877-676-7537.\" The Q&A page is undated.","source":"https://www.orkin.com/ask-orkin/im-transferring-out-of-state-how-do-i-cancel-my-plan","last_verified":"2026-10-13"},{"id":"toll-free-sales-phone","type":"phone","label":"Toll-free number in the site header (quotes; AutoPay sign-up with a representative)","value":"+1-877-819-5061","hours":"24/7 (\"We are here for you 24 hours a day, 7 days a week.\")","purposes":["billing_error"],"notes":"The AutoPay page says to call this toll-free number and speak with an Orkin representative to sign up for AutoPay.","source":"https://www.orkin.com/autopay","last_verified":"2026-10-13"},{"id":"local-branch","type":"in_person","label":"Your local Orkin branch (find the branch phone number at https://www.orkin.com/locations)","value":"Local Orkin branch office","purposes":["cancel_service","billing_error","poor_service"],"notes":"The FAQ says you can find your local branch's phone number at orkin.com/locations. Orkin's cancellation answer names the local branch as one way to cancel.","source":"https://www.orkin.com/about/faq","last_verified":"2026-10-13"},{"id":"my-account","type":"portal","label":"Orkin customer portal (pay bill, schedule service, manage account)","value":"https://www.orkin.com/my-account","purposes":["billing_error"],"access":"login","notes":"New accounts can be created at orkin.com/create-account.","source":"https://www.orkin.com/about/faq","last_verified":"2026-10-13"},{"id":"dispute-notice-email","type":"email","label":"Written dispute notice under the orkin.com Terms of Use","value":"web-term@rollins.com","purposes":["billing_error","poor_service","refund_request"],"notes":"The Terms of Use (effective April 2024) say to notify this address in writing of a dispute, and that both sides will try in good faith to resolve it during the 60 days after the notice is received. A letter to start arbitration must also go to this address at least five days before the arbitration is filed.","source":"https://www.orkin.com/terms-of-use","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"dispute-notice-email","note":"Written notice starts the 60-day informal resolution period in the Terms of Use."},{"rung":"payment_dispute","note":"The Terms of Use say you keep your Electronic Funds Transfer Act rights to stop AutoPay payments by contacting your bank. For card charges, use a billing-error dispute."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims","note":"The orkin.com Terms of Use require individual arbitration and bar class actions, but say \"You and we also have the right to bring qualifying claims in small claims court.\" No arbitration opt-out window is stated. The Terms say they do not amend other agreements, so check the signed service agreement for its own dispute clause."}],"playbooks":[{"issue":"cancel_service","summary":"Cancel through your local branch or Orkin customer service, and stop AutoPay at least one day before the next due date. Orkin does not publish a notice period or cancellation fee online; check your service agreement.","evidence":["service agreement","date of the cancellation call with the representative's name","written confirmation of cancellation","AutoPay details","bank or card statements"],"steps":[{"do":"Read your signed service agreement for its term, renewal, cancellation notice and any early-cancellation charge. Orkin does not publish these terms online."},{"do":"Call your local branch or the customer service number Orkin gives for cancellations. Ask for written confirmation of the cancellation date.","channel":"cancellation-phone"},{"do":"Ask Orkin to stop AutoPay at least one day before the next due date (the Terms of Use name 1-800-800-ORKIN for this). You can also tell your bank to stop the payments."},{"do":"If Orkin charges you after cancellation, send a written dispute to the Terms of Use notice address, then dispute the charge with your bank or card issuer.","channel":"dispute-notice-email"},{"do":"If it is still not resolved, complain to your state attorney general and the FTC.","regulator":"ftc"}],"facts":[{"kind":"contact","claim":"Asked how to cancel a plan before moving out of state, Orkin answered \"You can either reach out to your local branch or our customer service number directly at 877-676-7537.\"","issues":["cancel_service"],"source":"https://www.orkin.com/ask-orkin/im-transferring-out-of-state-how-do-i-cancel-my-plan","last_verified":"2026-10-13"},{"kind":"deadline","claim":"To change or discontinue AutoPay, the Terms of Use say \"you can contact us at 1-800-800-ORKIN one day prior to your next due date\", and \"We will not initiate further transfers or charges after you have cancelled AutoPay\" once Orkin has had a reasonable period of time to process the request.","issues":["cancel_service","billing_error"],"source":"https://www.orkin.com/terms-of-use","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Use say \"You are not waiving any of your rights under the Electronic Funds Transfer Act\" to stop AutoPay payments by contacting your financial institution directly.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.orkin.com/terms-of-use","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Orkin advertises free return visits between treatments and a 30-day money back guarantee, but does not publish the guarantee conditions. Ask for a return visit first, then ask for the refund in writing.","evidence":["service agreement","service dates and invoices","photos of pest activity with dates","notes of calls and return visits"],"steps":[{"do":"If pests come back between treatments, ask your branch or customer service for a return visit at no extra charge. Write down the dates.","channel":"customer-service-phone"},{"do":"If you are still not satisfied, ask for a refund under Orkin's 30-day money back guarantee as soon as possible. Ask Orkin to state the guarantee conditions in writing.","channel":"customer-service-phone"},{"do":"If Orkin refuses, send a written dispute with your evidence.","channel":"dispute-notice-email"}],"facts":[{"kind":"policy","claim":"Orkin's About page says \"With off-schedule return visits and a 30-day money back guarantee\". The page does not state what is refunded, the conditions, or from which date the 30 days run.","issues":["refund_request"],"source":"https://www.orkin.com/about","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Orkin FAQ says of the Orkin Guarantee: \"Your satisfaction is our goal. If you aren't completely satisfied, we will work with you until you are.\" and \"If pests return between treatments, your Orkin Pro will return at no extra charge.\"","issues":["refund_request","poor_service"],"source":"https://www.orkin.com/about/faq","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Orkin's website Terms of Use (effective April 2024) require individual arbitration of disputes and bar class actions, but say \"You and we also have the right to bring qualifying claims in small claims court.\" No arbitration opt-out window is stated. The Terms are governed by Georgia law, say they \"apply only to the Website and the associated products and services we offer\", and say they do not amend other agreements with Orkin.","source":"https://www.orkin.com/terms-of-use","last_verified":"2026-10-13"},{"kind":"policy","claim":"Orkin says termites \"require a separate contract\" from general pest control, that a termite agreement should include an initial inspection, treatment and annual inspections, and that \"Most homeowner's insurance policies do not cover termite damage.\"","issues":["warranty_claim"],"source":"https://www.orkin.com/pests/termites/termite-control-methods/termite-service-agreements","last_verified":"2026-10-13"}],"known_blockers":["The residential service agreement (term, renewal, cancellation notice and fees) is not published online; the person must find their signed copy.","orkin.com lists no email address, chat or web form for existing customers; contact is by phone or the local branch.","The customer portal needs sign-in."]},{"id":"simplisafe","name":"SimpliSafe","aliases":["simplisafe inc","simpli safe"],"sector":"home_services","website":"https://simplisafe.com","official_domains":["simplisafe.com"],"regulators":["ftc"],"notes":"DIY home security. Equipment is bought outright; professional monitoring is a separate month-to-month subscription that renews automatically and has no termination fee (Terms of Service, November 2025). Equipment bought directly from SimpliSafe has a 60-day return window from delivery. The Terms of Sale and the Terms of Service each require AAA arbitration with a 60-day email opt-out. Neither document has a 3-business-day cancellation notice. SimpliSafe publishes several phone numbers: 1-888-910-1458 (support contact page), 1-800-548-9508 (cancellation, Terms of Service), 1-800-297-1605 (payment methods, Terms of Service) and 1-888-957-4675 (warranty, Terms of Sale). No SimpliSafe page about phishing or impersonation was found.","channels":[{"id":"support-phone","type":"phone","label":"SimpliSafe phone support","value":"+1-888-910-1458","hours":"Every day, 8 a.m.-midnight EST","purposes":["billing_error","refund_request","poor_service","cancel_service"],"source":"https://support.simplisafe.com/pages/contact-us?lang=en_US","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"SimpliSafe Live Chat (\"Start Chatting\" on the support contact page)","value":"https://support.simplisafe.com/pages/contact-us?lang=en_US","hours":"24/7","purposes":["billing_error","refund_request","poor_service"],"source":"https://support.simplisafe.com/pages/contact-us?lang=en_US","last_verified":"2026-10-13"},{"id":"cancellation-phone","type":"phone","label":"Customer Support line named in the Terms of Service for notice of termination","value":"+1-800-548-9508","purposes":["cancel_service"],"notes":"The Terms of Service say to give notice of termination by \"calling SimpliSafe Customer Support at 1-800-548-9508 and following the instructions provided.\" SimpliSafe may ask standard security questions to verify the request.","source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"id":"app-cancellation","type":"app","label":"SimpliSafe app \"Initiate Cancellation\" process","value":"SimpliSafe mobile app, \"Initiate Cancellation\"","purposes":["cancel_service"],"access":"login","notes":"The Terms of Service say the app process \"may create a cancellation request\" \"resulting in a call back by SimpliSafe to a user provided phone number to confirm cancellation.\"","source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"id":"cancellation-mail","type":"mail","label":"Written notice of termination by regular mail or overnight delivery (principal place of business)","value":"SimpliSafe, Inc., 100 Summer Street, 3rd Floor, Boston, MA 02110","purposes":["cancel_service"],"notes":"The Terms of Service allow notice of termination \"by (1) regular mail, postage prepaid, or overnight delivery\" to SimpliSafe's principal place of business but do not print the address in that section. The State Alarm Company Licenses page lists this address as the \"Mailing Address and Principal Place of Business\". The privacy policy gives 100 Summer St, Suite 300, Boston, MA 02110, Attention: Legal for privacy mail.","source":"https://simplisafe.com/legal/licenses","last_verified":"2026-10-13"},{"id":"billing-phone","type":"phone","label":"Plan & Billing line (update or remove a payment method)","value":"+1-800-297-1605","purposes":["billing_error"],"notes":"The Terms of Service print it as \"1800-297-1605\": \"Go to Plan & Billing under your account settings or contact us at 1800-297-1605.\"","source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"id":"warranty-phone","type":"phone","label":"Customer Support for warranty service (1-888-95-SIMPLI)","value":"+1-888-957-4675","purposes":["warranty_claim"],"notes":"The Terms of Sale say \"For warranty service, please contact SimpliSafe Customer Support at 1-888-95-SIMPLI (957-4675)\".","source":"https://simplisafe.com/legal/terms-sale","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out and rejection of revised terms","value":"TOS@simplisafe.com","notes":"Opt out of arbitration within 60 days of the Terms of Sale or Terms of Service first becoming binding on you. Reject later changes to the Terms of Service within 30 days of their posting.","source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"retention","channel":"cancellation-phone","note":"The cancellation line named in the Terms of Service."},{"rung":"written_complaint","channel":"cancellation-mail","note":"Send by a method with proof of delivery."},{"rung":"payment_dispute","note":"Card dispute for monitoring charges after a confirmed cancellation, or for a return refund not paid."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA consumer arbitration under the Terms of Sale and Terms of Service (both November 2025), no class actions. Opt out by emailing TOS@simplisafe.com within 60 days of the terms first becoming binding; reject later Terms of Service changes within 30 days of posting. Terms of Service section 39(d) excludes tort claims for bodily injury or property damage. Neither document mentions small claims court."}],"playbooks":[{"issue":"cancel_service","summary":"Monitoring is month-to-month with no termination fee. Cancel by phone at 1-800-548-9508, through the app's \"Initiate Cancellation\", or by mail. Cancellation takes effect when SimpliSafe receives and confirms it, and charges for a partial calendar month are not refunded.","evidence":["account email","date and time of the call or app request","cancellation confirmation","proof of mail delivery if sent by mail","card or bank statements"],"steps":[{"do":"Call the cancellation line in the Terms of Service and follow the instructions. Be ready for security questions. Write down the date, the representative's name and any confirmation.","channel":"cancellation-phone"},{"do":"Or start \"Initiate Cancellation\" in the app, then answer SimpliSafe's call-back at the phone number you give to confirm it.","channel":"app-cancellation"},{"do":"Or mail written notice of termination by regular or overnight mail with tracking.","channel":"cancellation-mail"},{"do":"Make sure you get a confirmation. SimpliSafe refunds unearned charges only for full calendar months after termination."},{"do":"If SimpliSafe charges you after the confirmed cancellation, ask support to reverse it, then dispute the charge with your card issuer.","channel":"support-phone"}],"facts":[{"kind":"process","claim":"The Terms of Service say \"Subscriber shall provide notice of termination to SimpliSafe by (1) regular mail, postage prepaid, or overnight delivery, (2) calling SimpliSafe Customer Support at 1-800-548-9508 and following the instructions provided\" or (3) any other cancellation method SimpliSafe deploys, including the app's \"Initiate Cancellation\" process.","issues":["cancel_service"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"kind":"process","claim":"Cancellation takes effect on SimpliSafe's receipt and confirmation of the notice. SimpliSafe may ask standard security questions to verify it. An app cancellation request results in a call-back to a user-provided phone number to confirm it.","issues":["cancel_service"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"kind":"fee","claim":"\"There are no termination fees.\" \"SimpliSafe shall refund any unearned service charges with respect to any full calendar month following any termination.\" \"SimpliSafe shall not refund any unearned service charges with respect to any partial calendar month following any termination.\"","issues":["cancel_service","early_termination_fee"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Service say \"You agree to continue paying any relevant monthly service fee per your auto renewing subscription\" \"until you or SimpliSafe terminate your subscription\", and \"Service billing recurs thereafter on a monthly basis on that same day of the month as the original bill date\".","issues":["cancel_service","billing_error"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Equipment bought directly from SimpliSafe can be returned within 60 days of delivery for a full refund, and SimpliSafe pays return shipping. Equipment bought from a retailer goes back to that retailer.","evidence":["order number","delivery date","proof of purchase","return tracking number","date the warehouse received the return"],"steps":[{"do":"Check where you bought the equipment. Items from retail partners or other online sellers must be returned to that seller."},{"do":"Within 60 days of delivery, contact SimpliSafe support with your order number and ask for a prepaid return label.","channel":"live-chat"},{"do":"Ship the return with tracking. The refund goes to the original payment method, usually 5-7 business days after the warehouse receives it."},{"do":"Cancel monitoring separately if you have it. The return policy does not say that returning equipment cancels the monitoring subscription.","channel":"cancellation-phone"},{"do":"If the refund does not arrive, call support with the tracking number, then dispute the charge with your card issuer.","channel":"support-phone"}],"facts":[{"kind":"deadline","claim":"SimpliSafe's return policy says \"Test SimpliSafe® in your home for 60 days.\" The 60 days run from the delivery date. Returns to SimpliSafe are only for items bought from the SimpliSafe website or with a SimpliSafe representative; \"Products purchased from our retail partners or other online sellers must be returned at the same point of sale.\"","issues":["refund_request"],"source":"https://support.simplisafe.com/articles/orders-warranty/simplisafe-return-policy?lang=en_US","last_verified":"2026-10-13"},{"kind":"policy","claim":"The return policy says \"we'll even pay return shipping\"; support can create a prepaid shipping label. Have the order number ready when you contact support.","issues":["refund_request"],"source":"https://support.simplisafe.com/articles/orders-warranty/simplisafe-return-policy?lang=en_US","last_verified":"2026-10-13"},{"kind":"process","claim":"The refund goes to the original payment method. The return policy says to allow a standard 5-7 business days after the warehouse receives the return, and that processing may take longer.","issues":["refund_request"],"source":"https://support.simplisafe.com/articles/orders-warranty/simplisafe-return-policy?lang=en_US","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Terms of Sale say \"Unless specified otherwise, the time frame for any satisfaction guarantee is 60 days.\" It applies item by item, starts on the delivery date for direct orders or the purchase date for retailer purchases, is non-transferable, and may require proof of purchase. \"For online purchases where Delivery Date cannot be confirmed, Purchaser agrees that the start date for any relevant warranty or guarantee will be 30 days from the online purchase date.\"","issues":["refund_request"],"source":"https://simplisafe.com/legal/terms-sale","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Fix payment methods in Plan & Billing or at 1-800-297-1605. SimpliSafe can raise monitoring prices by email notice, effective immediately where the law allows.","evidence":["bill or card statement with the charge","plan price at sign-up","any price-change email","cancellation confirmation if charged after cancelling"],"steps":[{"do":"Compare the charge with your plan price and any price-change email from SimpliSafe."},{"do":"Call the billing line or support. Ask for a correction and a reference number.","channel":"billing-phone"},{"do":"If SimpliSafe does not fix it, dispute the charge with your card issuer within the deadline in rules/fcba-billing-error."}],"facts":[{"kind":"contact","claim":"The Terms of Service say \"Go to Plan & Billing under your account settings or contact us at 1800-297-1605\" to update or remove a payment method.","issues":["billing_error"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"SimpliSafe may increase periodic recurring charges at any time under this Agreement by sending the notice to you by email\" to the email address on file, and \"any change in charges can be made effective immediately, after notice of such a pricing change is provided\". No minimum notice period is stated.","issues":["billing_error","bill_increase"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"}]}],"facts":[{"kind":"limit","claim":"The Terms of Sale give a Limited Warranty that covered products \"will be free from defects in materials and workmanship under normal use and service for one (1) year\". SimpliSafe chooses the remedy (replacement, refund or store credit). Batteries, adhesive tapes and third-party items are excluded. SimpliSafe pays return shipping for warranty returns.","issues":["warranty_claim"],"source":"https://simplisafe.com/legal/terms-sale","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Service give a three-day \"Practice Mode Period\" after system activation. During it SimpliSafe will not notify authorities, the customer or emergency contacts about any alarm signal, even in an actual emergency.","issues":["poor_service"],"source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Terms of Service and the Terms of Sale (both updated November 2025) require AAA consumer arbitration and bar class arbitration. Each lets you opt out \"BY EMAILING TOS@SIMPLISAFE.COM WITHIN 60 DAYS\" of the terms first becoming binding. Revised Terms of Service changes can be rejected within 30 days of posting by emailing the same address.","source":"https://simplisafe.com/legal/terms-of-service","last_verified":"2026-10-13"}],"known_blockers":["Phone cancellation can include security questions, and app cancellation needs a call-back to the account holder's phone, so the person may need to take the call.","The app and Plan & Billing need sign-in.","Equipment bought from a retailer cannot be returned to SimpliSafe."]},{"id":"terminix","name":"Terminix","aliases":["terminix international","terminix global holdings","rentokil terminix"],"sector":"home_services","parent":"Rentokil North America, Inc. (Rentokil Initial plc)","website":"https://www.terminix.com","account_url":"https://www.terminix.com/my-account/","official_domains":["terminix.com"],"regulators":["ftc"],"notes":"Pest and termite control. The terminix.com footer reads \"© 2026 Rentokil North America, Inc.\", and the privacy policy is hosted on the parent's site, rentokil-initial.com. Terminix does not publish its residential Service Contract online: the online Terms of Agreement page says the service representative provides a copy of the Service Contract to sign. The contract term, renewal terms, cancellation notice period, early termination charges, guarantee conditions and any 3-business-day cancellation notice in that contract could not be sourced. No Terminix page about scams or impersonation was found.","channels":[{"id":"customer-service-phone","type":"phone","label":"Terminix customer service (\"Call\")","value":"+1-855-485-6300","hours":"7 days a week, 6am-10pm CST","purposes":["cancel_service","billing_error","poor_service","refund_request"],"source":"https://www.terminix.com/contact-us/","last_verified":"2026-10-13"},{"id":"invoice-appointments-phone","type":"phone","label":"Invoice and appointment questions (MyAccount FAQ)","value":"+1-855-348-3152","purposes":["billing_error"],"notes":"The MyAccount FAQ says \"For questions about invoices, please call 1-855-348-3152\" and \"For questions about appointments or to reschedule by phone, please call 1-855-348-3152.\"","source":"https://www.terminix.com/myaccount-faq/","last_verified":"2026-10-13"},{"id":"text-line","type":"sms","label":"Text Terminix customer service","value":"+1-866-980-8669","hours":"Mon-Fri 7am-7pm CST; Sat 7am-3pm CST","purposes":["billing_error","poor_service"],"source":"https://www.terminix.com/contact-us/","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Online chat with a representative (start from the \"Chat\" link on the contact page)","value":"https://www.terminix.com/contact-us/","hours":"Mon-Fri 7am-7pm CST; Sat 7am-3pm CST","purposes":["billing_error","poor_service"],"source":"https://www.terminix.com/contact-us/","last_verified":"2026-10-13"},{"id":"residential-inquiry-form","type":"web_form","label":"Residential Customer Inquiries form (on the contact page)","value":"https://www.terminix.com/contact-us/","purposes":["cancel_service","billing_error","poor_service","refund_request"],"access":"open","notes":"The contact page says Terminix responds \"within the next business day.\" The form opens from a \"Click here\" link on the contact page; it has no separate URL. Do not use the \"Corporate Inquiries\" form, which says it is not for current or potential customers.","source":"https://www.terminix.com/contact-us/","last_verified":"2026-10-13"},{"id":"myaccount","type":"portal","label":"MyAccount (invoices, payments, AutoPay)","value":"https://www.terminix.com/my-account/","purposes":["billing_error"],"access":"login","notes":"Invoices are under the Payments & Billing tab. Customers on AutoPay or with a prepaid balance have no invoices to view online. AutoPay is set up or viewed under Payments & Billing > My Payments Due.","source":"https://www.terminix.com/myaccount-faq/","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Written Notice of Dispute (terminix.com Terms of Use)","value":"Rentokil North America, Inc., ATTN: Legal Department, 1125 Berkshire Blvd., Suite 150, Wyomissing, PA 19610","purposes":["poor_service","billing_error","refund_request"],"notes":"The website Terms of Use say \"Your Notice of Dispute to the Company must be sent by mail to Rentokil North America, Inc.\" at this address, and give 60 days from receipt to resolve the dispute before a formal proceeding. These Terms of Use cover the website; a signed Service Contract can name a different notice address.","source":"https://www.terminix.com/legal/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"legal-notice-mail","note":"Send a dated written complaint by a method with proof of delivery. Terminix publishes no other written-complaint address; check the signed Service Contract for its notice address."},{"rung":"payment_dispute","note":"Card or bank dispute for charges after cancellation or for service not provided. The online Terms of Agreement say cancelling the AutoPay authorization does not cancel the customer's obligations under the agreement."},{"rung":"state_agency","agency_kind":"attorney_general","note":"In November 2020 the Alabama Attorney General announced a $60 million settlement with Terminix over termite service contracts."},{"rung":"small_claims","note":"The terminix.com Terms of Use require individual AAA arbitration for claims related to those Terms, with no small-claims carve-out and no opt-out window. They describe themselves as the entire agreement regarding the website. The residential Service Contract is not online, so check it for its own dispute clause before filing."}],"playbooks":[{"issue":"cancel_service","summary":"Terminix does not publish a cancellation process online. Cancel by phone, confirm in writing with proof of delivery, and check the signed Service Contract for notice terms. Cancelling AutoPay alone does not end the contract.","evidence":["signed Service Contract","AutoPay authorization","date of the cancellation call with the representative's name and reference number","copy of the written notice and proof of delivery","card or bank statements"],"steps":[{"do":"Find your signed Service Contract. Read its term, renewal and cancellation clauses. Terminix gives it at signing and does not publish it online."},{"do":"Call customer service and ask to cancel the service and the AutoPay authorization. Write down the representative's name, the date and a reference number. Ask where to send written notice.","channel":"customer-service-phone"},{"do":"Send written notice that cancels the service and the AutoPay authorization, by a method with proof of delivery. The AutoPay authorization stays in effect until the fifth business day after Terminix receives written notice."},{"do":"If Terminix charges you after the cancellation takes effect, dispute the charge in writing, then with your card issuer or bank.","channel":"legal-notice-mail"},{"do":"If the dispute is not resolved, complain to your state attorney general and the FTC.","regulator":"ftc"}],"facts":[{"kind":"deadline","claim":"The online Terms of Agreement say the AutoPay authorization \"will remain in effect until the fifth business day following Terminix's receipt from Purchaser of a written notice to cancel.\" No address for that notice is given on the page.","issues":["cancel_service","billing_error"],"source":"https://www.terminix.com/terms-agreement/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The online Terms of Agreement say \"Purchaser understands that cancellation of this authorization does not cancel Purchaser's obligations under this Agreement.\"","issues":["cancel_service"],"source":"https://www.terminix.com/terms-agreement/","last_verified":"2026-10-13"},{"kind":"process","claim":"The online Terms of Agreement say \"Your service representative will provide you with a copy of the Service Contract to Sign\" and \"Your Credit Card will be charged at the time of service.\"","issues":["cancel_service","billing_error"],"source":"https://www.terminix.com/terms-agreement/","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Check invoices in MyAccount, call the invoice line, then dispute in writing and with the card issuer.","evidence":["invoice or statement with the charge","Service Contract price","AutoPay authorization","check copy and mailing date if paid by check"],"steps":[{"do":"Sign in to MyAccount and open Payments & Billing to see invoices and AutoPay.","channel":"myaccount"},{"do":"Call the invoice line with the invoice and the price in your Service Contract. Ask for a correction and a reference number.","channel":"invoice-appointments-phone"},{"do":"If Terminix does not correct it, send a written dispute with the evidence and keep proof of delivery.","channel":"legal-notice-mail"},{"do":"For a card charge, send a billing-error dispute to the card issuer within the deadline in rules/fcba-billing-error."}],"facts":[{"kind":"contact","claim":"\"For questions about invoices, please call 1-855-348-3152.\"","issues":["billing_error"],"source":"https://www.terminix.com/myaccount-faq/","last_verified":"2026-10-13"},{"kind":"process","claim":"For a check mailed before a statement arrived: \"Please allow up to 2 weeks, from the date the check was sent, for processing.\"","issues":["billing_error"],"source":"https://www.terminix.com/myaccount-faq/","last_verified":"2026-10-13"},{"kind":"process","claim":"Customers on AutoPay or with a prepaid balance have no invoices to view in MyAccount.","issues":["billing_error"],"source":"https://www.terminix.com/myaccount-faq/","last_verified":"2026-10-13"}]}],"facts":[{"claim":"A Terminix press release dated October 6, 2022 says Terminix shareholders approved the merger with Rentokil Initial plc and that \"The acquisition is expected to close on October 12, 2022, subject to satisfaction of customary closing conditions.\"","source":"https://www.terminix.com/newsroom/press-releases/2022/terminix-shareholders-approve-merger-with-rentokil-initial/","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On November 5, 2020 the Alabama Attorney General announced a $60 million settlement with Terminix, saying it systematically overcharged Alabama customers for termite services and failed to honor service contracts, in violation of the Alabama Deceptive Trade Practices Act. It included $25 million for a consumer relief fund for refunds and $10 million to retreat over 12,000 homes in Mobile, Baldwin and Monroe counties.","issues":["refund_request","poor_service"],"source":"https://www.alabamaag.gov/attorney-general-steve-marshall-announces-60-million-settlement-with-terminix-over-illegal-business-practices-targeting-alabama/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Terminix's pest control page says for ongoing plans \"If pests come back between treatments, so will we— at no additional cost\", and for one-time plans \"If pests come back within 30 days of your treatment, so will we — at no additional cost.\" It does not mention a money-back guarantee. Footnotes with conditions are not shown on the page.","issues":["poor_service"],"source":"https://www.terminix.com/pest-control/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Terminix's termite page says the \"Terminix It & Fix It Guarantee\" means \"if termites come back, so do we—at no additional cost. We'll even fix any new termite damage up to $250,000.\" Its FAQ says repairs apply \"as long as you maintain your plan\", and that \"not all homes qualify for coverage under certain plans.\" Footnotes with conditions are not shown on the page.","issues":["warranty_claim","poor_service"],"source":"https://www.terminix.com/termite-control/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The terminix.com Terms of Use send claims related to those Terms to \"FINAL AND BINDING INDIVIDUAL ARBITRATION\" administered by the American Arbitration Association, waive class actions, require a mailed Notice of Dispute and a 60-day period to resolve it first, and are governed by Tennessee law. They state no opt-out window and no small-claims exception.","source":"https://www.terminix.com/legal/","last_verified":"2026-10-13"}],"known_blockers":["The residential Service Contract (term, renewal, cancellation notice and fees) is not published online; the person must find their signed copy.","MyAccount needs sign-in.","Chat and the residential inquiry form start from links on the contact page and have no direct URL. Chat and text run only Mon-Fri 7am-7pm CST and Sat 7am-3pm CST."]},{"id":"vivint","name":"Vivint","aliases":["Vivint Smart Home","Vivint LLC","Vivint Security"],"sector":"home_services","website":"https://www.vivint.com","account_url":"https://account.vivint.com","regulators":["ftc"],"notes":"Smart home security company. Vivint says its products are sold exclusively by its own Smart Home Pros or authorized contractors \"through direct-to-home channels\", which includes door-to-door sales. Service is a month-to-month or multi-month subscription; month-to-month agreements are available when equipment is bought upfront, and financed equipment needs a separate agreement with a third-party financing partner. The Vivint Terms of Service (last updated January 29, 2025) say to cancel by calling Customer Service at (800) 216-5232. In 2021 Vivint paid $20 million to settle FTC charges that its door-to-door sales reps misused other people's credit reports to get financing approved.","channels":[{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"sales-phone","type":"phone","label":"New customers (\"Not a customer? ... call us now to get started\")","value":"+1-855-749-2969","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with us (on the contact page)","value":"https://www.vivint.com/company/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"},{"id":"support-site","type":"portal","label":"Vivint support site (technical support, account and billing articles)","value":"https://support.vivint.com/s/","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"billing-payments-mail","type":"mail","label":"Mail payments (Vivint Billing)","value":"Vivint: Billing, 62992 Collections Drive, Chicago, IL 60693-0629","notes":"Payment address only. It is not a complaint or cancellation address.","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Arbitration opt-out letter (within 30 days of first agreeing to the Terms)","value":"Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"identity-theft-report","type":"web_form","label":"Report identity theft involving a Vivint account","value":"https://www.vivint.com/legal/idverify","purposes":["billing_error"],"source":"https://www.vivint.com/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"main-phone"},{"rung":"retention","channel":"cancel-phone","note":"The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation."},{"rung":"written_complaint","channel":"feedback-form"},{"rung":"payment_dispute","note":"Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions."}],"playbooks":[{"issue":"cancel_service","summary":"Call Vivint Customer Service at (800) 216-5232; cancellation takes up to 30 days, and a multi-month subscription may carry an early termination fee. Within three business days of a door-to-door sale, cancel under the FTC Cooling-Off Rule.","evidence":["Vivint services agreement and any financing agreement","date of sale","cancellation confirmation","bills after the request"],"steps":[{"do":"If a Smart Home Pro signed you up at your home in the last three business days, cancel in writing under the FTC Cooling-Off Rule, postmarked before midnight of the third business day.","note":"See rules/ftc-cooling-off-rule."},{"do":"Otherwise call Vivint Customer Service to cancel. Write down the date, the representative's name and the confirmation number.","channel":"cancel-phone"},{"do":"Ask whether your subscription is month-to-month or multi-month, and what early termination fee and equipment financing balance remain.","channel":"cancel-phone"},{"do":"If you are still billed more than 30 days after the request, dispute the charges and send a written complaint through the feedback form.","channel":"feedback-form"}],"facts":[{"kind":"process","claim":"The Vivint Terms of Service say \"You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232\" and the subscription \"will be cancelled within 30 days of our receiving your request.\"","issues":["cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vivint subscriptions are offered \"with a month-to-month term or with a multi-month term\", and each continues until its term ends, the customer cancels it, or Vivint terminates it.","issues":["cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vivint says \"Month-to-month service agreements are available when equipment is purchased upfront,\" and \"Without a Vivint services plan, product and system functionality is limited (including loss of remote connectivity).\"","issues":["cancel_service"],"source":"https://www.vivint.com/legal","last_verified":"2026-10-13"}]},{"issue":"early_termination_fee","summary":"A multi-month subscription may carry an early termination fee, and financed equipment stays owed to the financing partner after cancellation.","evidence":["Vivint services agreement","financing agreement","bill with the fee"],"steps":[{"do":"Ask Vivint for the early termination fee in writing and how it was calculated.","channel":"cancel-phone"},{"do":"Read the services agreement you signed for the fee clause and check the amount. Dispute it in writing if it does not match.","channel":"feedback-form"},{"do":"Contact the financing partner named in your financing agreement about the remaining equipment balance."}],"facts":[{"kind":"fee","claim":"The Vivint Terms of Service say \"If you have an active multi-month subscription to a Vivint service, you may have to pay an early termination fee\". The amount is set in the customer's own agreement.","issues":["early_termination_fee"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Financing for Vivint equipment is subject to credit approval by one of Vivint's third-party financing partners and \"requires a separate agreement with the financing partner.\"","issues":["early_termination_fee","cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Vivint must notify you of new fees or fee increases before charging them; dispute anything that does not match your agreement.","evidence":["bills","services agreement","any fee notice"],"steps":[{"do":"Compare the bill with your services agreement and any fee notice."},{"do":"Call Vivint or use chat to dispute the charge; get a reference number.","channel":"main-phone"},{"do":"If someone opened a Vivint account or financing in your name, report identity theft to Vivint.","channel":"identity-theft-report"}],"facts":[{"kind":"policy","claim":"The Vivint Terms of Service say \"We will notify you of any new fees or fee increases before they are charged.\"","issues":["billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"You may opt out of the Vivint arbitration provision by sending a letter to Vivint LLC, Attn. Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of the day you first agreed to the Terms.","issues":["cancel_service","billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million to compensate consumers to settle charges that commission-only door-to-door sales reps used other people's credit histories (\"white paging\", or adding co-signers without permission) to qualify customers for financing, in violation of the FCRA and the Red Flags Rule.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2021/04/smart-home-monitoring-company-vivint-will-pay-20-million-settle-ftc-charges-it-misused-consumer","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On December 5, 2024 the FTC sent payments totaling nearly $500,000 to 470 consumers harmed by Vivint's misuse of credit reports (average $1,056). Questions go to the refund administrator, Rust Consulting, Inc., at 1-833-472-1996.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2024/12/ftc-sends-payments-consumers-harmed-vivints-misuse-consumer-credit-reports","last_verified":"2026-10-13"}],"known_blockers":["The Terms of Service name only a phone channel for cancellation, so the account holder may need to make the call.","The services agreement and financing agreement are not published; ask the person for their signed copies."],"official_domains":["vivint.com"],"security":{"never_asks":[{"kind":"policy","claim":"Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"kind":"policy","claim":"Authorized Vivint reps wear a uniform and an ID badge with a badge ID number; Vivint says \"If they don't have an ID number, they don't work for Vivint.\" Check the number with the Verify ID tool.","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"People posing as Vivint reps, or reps from other companies, tell customers that Vivint is out of business, has left the area or was sold, ask for access to the system, or push immediate equipment replacement such as claiming the cellular communicator \"isn't working.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-rep-phone","type":"phone","label":"Report unauthorized reps or suspicious activity","value":"+1-800-456-6433","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (misconduct by a competitor's sales rep)","value":"https://www.vivint.com/legal/misconduct-form","source":"https://www.vivint.com/legal/misconduct-form","last_verified":"2026-10-13"},{"id":"verify-rep-tool","type":"web_form","label":"Verify a Smart Home Pro by badge ID","value":"https://www.vivint.com/company/verify-rep","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}]}},{"id":"aetna","name":"Aetna","aliases":["aetna health","aetna inc","aetna cvs health","aetna medicare","aetna better health","silverscript"],"sector":"insurance_health","parent":"CVS Health","website":"https://www.aetna.com","account_url":"https://health.aetna.com/login","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"member-services-phone","type":"phone","label":"Corporate contact center (members should call the number on the ID card)","value":"+1-800-872-3862","hours":"Mon-Fri 8 AM-6 PM ET","purposes":["poor_service"],"notes":"Aetna asks health plan members to call the number on the member ID card for personalized service.","source":"https://www.aetna.com/about-us/contact-aetna.html","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Search claims and EOBs (member login)","value":"https://health.aetna.com/manage/claims","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://www.aetna.com/","last_verified":"2026-10-12"},{"id":"grievance-form","type":"web_form","label":"Member complaint, grievance and appeal form (non-Medicare plans)","value":"https://member.aetna.com/MemberPublic/featureRouter/forms?page=commGrievnForm","purposes":["claim_denial","poor_service","billing_error"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html","last_verified":"2026-10-12"},{"id":"grievance-form-pdf","type":"web_form","label":"Printable complaint and appeal form 68192 (non-Medicare plans; print, then mail or fax)","value":"https://www.aetna.com/content/dam/aetna/pdfs/aetnacom/data/forms_library/68192.pdf","purposes":["claim_denial","poor_service"],"notes":"Send it to the address on your EOB or denial letter. Aetna's appeal page does not publish one national address.","source":"https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html","last_verified":"2026-10-12"},{"id":"appeals-page","type":"web_form","label":"Appeal a denied claim (instructions)","value":"https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html","purposes":["claim_denial"],"access":"open","source":"https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html","last_verified":"2026-10-12"},{"id":"external-review-info","type":"web_form","label":"Aetna External Review Program","value":"https://www.aetna.com/individuals-families/member-rights-resources/claims-coverage/aetna-external-review-program.html","purposes":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claims-coverage/aetna-external-review-program.html","last_verified":"2026-10-12"},{"id":"external-review-phone","type":"phone","label":"National External Review Unit","value":"+1-877-848-5855","purposes":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claims-coverage/aetna-external-review-program.html","last_verified":"2026-10-12"},{"id":"medicare-appeals-mail","type":"mail","label":"Aetna Medicare Advantage (HMO, PPO, HMO-POS) Part C appeals","value":"Aetna Medicare Part C Appeals, PO Box 14067, Lexington, KY 40512","purposes":["claim_denial"],"notes":"Fax 1-724-741-4953; expedited fax 1-724-741-4958.","source":"https://www.aetna.com/medicare/contact-us/appeal.html","last_verified":"2026-10-12"},{"id":"medicare-part-d-appeals-mail","type":"mail","label":"Aetna Medicare Part D redeterminations (MAPD and I-SNP)","value":"Aetna Medicare Part D Appeals, PO Box 14579, Lexington, KY 40512","purposes":["claim_denial"],"notes":"Fax 1-724-741-4954.","source":"https://www.aetna.com/medicare/contact-us/appeal.html","last_verified":"2026-10-12"},{"id":"pdp-appeals-phone","type":"phone","label":"SilverScript prescription drug plan (PDP) appeals and coverage determinations","value":"+1-866-235-5660","hours":"24 hours a day, 7 days a week","purposes":["claim_denial"],"notes":"Mail: SilverScript Insurance Company, Appeals and Coverage Determination, PO Box 52000 MC109, Phoenix, AZ 85072-2000. Fax 1-855-633-7673. TTY 711.","source":"https://www.aetna.com/medicare/contact-us/appeal.html","last_verified":"2026-10-12"},{"id":"medicaid-contact","type":"web_form","label":"Aetna Better Health (Medicaid) contact page","value":"https://www.aetnabetterhealth.com/contact-us.html","source":"https://www.aetna.com/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone","note":"Use the number on the back of the member ID card."},{"rung":"written_complaint","channel":"grievance-form","note":"Internal appeal or grievance. Medicare plans use the Medicare appeal addresses."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans; complaint to the state where the plan is issued."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans. Aetna's own External Review Program covers self-funded plans whose sponsor elects it."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Appeal within 180 days at the address on the EOB or online, ask for an urgent appeal if health is at risk, then external review.","evidence":["denial letter or EOB","member ID card","group name and number","medical records","provider letter of medical necessity"],"steps":[{"do":"Call Member Services at the number on the ID card. Ask for the documents needed for your appeal.","channel":"member-services-phone"},{"do":"File the appeal online or mail the form to the address on your EOB. Include the group name, your name, member ID and any records you want reviewed.","channel":"grievance-form"},{"do":"If a delay could seriously risk health or cause severe pain, ask for an urgent appeal by calling the number on the ID card or on the denial letter."},{"do":"For a two-appeal plan, request the second review within 60 days of the first appeal decision."},{"do":"After internal appeals, ask for external review. For self-funded plans that elected the Aetna program, use the form sent with the final denial letter.","channel":"external-review-info"},{"do":"For fully insured plans, contact your state insurance department. For plans under federal health care reform, EBSA can help.","regulator":"dol-ebsa"},{"do":"Medicare Advantage members send claim appeals to the Part C appeals address or fax.","channel":"medicare-appeals-mail"}],"facts":[{"kind":"deadline","claim":"For non-Medicare plans, you have 180 days to appeal from when you get notice of the denied claim, unless the plan brochure or Summary Plan Description gives more time.","issues":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html","last_verified":"2026-10-12"},{"kind":"process","claim":"For one-appeal plans, Aetna decides pre-service appeals within 30 days and other appeals within 60 days. For two-appeal plans, it decides pre-service appeals within 15 days and other appeals within 30 days, and the second review must be requested within 60 days of the appeal decision letter.","issues":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An urgent appeal that meets Aetna's guidelines is decided no later than 72 hours after the request for one-appeal plans, and no later than 36 hours for two-appeal plans.","issues":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Member Services can send you the documents you need for your appeal.","issues":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Aetna External Review Program applies to self-funded plans whose sponsors elect it, for medical necessity or experimental denials over $500 after the plan appeal process is exhausted. Reviews are generally decided within 30 calendar days, the decision binds Aetna and the plan, and the member pays no fee.","issues":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/claims-coverage/aetna-external-review-program.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For Aetna Medicare Advantage plans, standard decisions on claim-denial appeals are made within 60 calendar days and expedited decisions are not available for claim denials. Expedited authorization appeals are decided within 72 hours.","issues":["claim_denial"],"source":"https://www.aetna.com/medicare/contact-us/appeal.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the EOB, ask Member Services to fix processing errors, then file a complaint.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB in the member account.","channel":"claim-status"},{"do":"Call Member Services to ask about a claim processed wrongly. Ask the provider to rebill to the EOB amount.","channel":"member-services-phone"},{"do":"If it is not fixed, file a complaint or appeal online.","channel":"grievance-form"}]},{"issue":"surprise_medical_bill","summary":"Check the bill against the EOB, tell Aetna and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility.","channel":"claim-status"},{"do":"Tell Aetna and the provider the bill may be a surprise bill.","channel":"member-services-phone"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"facts":[{"kind":"process","claim":"Aetna's state-help guidance says the state insurance office can help if you don't agree with a decision made by your health plan; in California, the Department of Insurance covers insured Traditional plans and the Department of Managed Health Care covers insured HMO and DMO plans.","issues":["claim_denial"],"source":"https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html","last_verified":"2026-10-12"}],"known_blockers":["Member phone numbers are plan-specific; Aetna directs members to the number on the ID card.","Non-Medicare appeal addresses differ by plan; use the address on the EOB or denial letter.","Claims and EOBs need member login."],"notes":"Aetna is part of CVS Health. Medicare Advantage, Part D (SilverScript) and Medicaid (Aetna Better Health) plans have separate appeal channels and rules. Mailing address of Aetna Inc. is 151 Farmington Avenue, Hartford, CT 06156.","official_domains":["aetna.com","aetnabetterhealth.com"],"security":{"known_scams":[{"kind":"policy","claim":"Aetna's fraud page lists billing for services or supplies never provided and altering claims for higher payment as fraud. Members who see something suspicious on a plan statement should call the number on the ID card or the fraud hotline.","source":"https://www.aetna.com/about-us/fraud-waste-abuse.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraud-hotline","type":"phone","label":"Aetna fraud hotline","value":"+1-800-338-6361","source":"https://www.aetna.com/about-us/fraud-waste-abuse.html","last_verified":"2026-10-12"},{"id":"siu-email","type":"email","label":"Aetna Special Investigations Unit","value":"AetnaSIU@aetna.com","source":"https://www.aetna.com/about-us/fraud-waste-abuse.html","last_verified":"2026-10-12"}]}},{"id":"blue-cross-blue-shield","name":"Blue Cross Blue Shield (BCBS Association and FEP Blue)","aliases":["bcbs","blue cross","blue shield","blue cross blue shield association","bcbsa","fep blue","fepblue","federal employee program","service benefit plan"],"sector":"insurance_health","website":"https://www.fepblue.org","account_url":"https://www.fepblue.org/pilot/login","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"fep-member-phone","type":"phone","label":"FEP Blue (Federal Employee Program) National Information Center","value":"+1-800-411-2583","hours":"Weekdays 8 a.m.-8 p.m. Eastern Time, excluding holidays","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"notes":"1-800-411-BLUE. TTY users dial 711. Federal Employee Program members only; other Blue members call the number on their own ID card.","source":"https://www.fepblue.org/contact-us","last_verified":"2026-10-12"},{"id":"find-local-plan","type":"web_form","label":"FEP Blue contact page (select your state to find the local BCBS company that handles your claims)","value":"https://www.fepblue.org/contact-us","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.fepblue.org/contact-us","last_verified":"2026-10-12"},{"id":"fep-view-claims","type":"portal","label":"FEP Blue view claims and statements","value":"https://www.fepblue.org/manage-your-health/manage-claims-records/view-claims","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://www.fepblue.org/","last_verified":"2026-10-12"},{"id":"fep-submit-claim","type":"web_form","label":"FEP Blue how to submit a claim","value":"https://www.fepblue.org/manage-your-health/manage-claims-records/how-to-submit-claim","purposes":["claim_delay"],"source":"https://www.fepblue.org/","last_verified":"2026-10-12"},{"id":"fep-dispute-claim","type":"web_form","label":"FEP Blue dispute a claim (disputed claims process)","value":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","purposes":["claim_denial"],"access":"open","notes":"Online filing of a medical claim dispute needs a MyBlue account. Written requests go to the Local Plan address on the EOB.","source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"},{"id":"opm-fehb-mail","type":"mail","label":"OPM review of a disputed FEHB claim (after the Local Plan reconsideration)","value":"United States Office of Personnel Management, Health Care and Insurance, Federal Employee Insurance Operations, Health Insurance 1, Room 3425, 1900 E Street, N.W., Washington, DC 20415-3610","purposes":["claim_denial"],"notes":"OPM FEHB 1 phone 202-606-0727, 8 a.m.-5 p.m. ET. PSHB (Postal Service) members write to Postal Service Insurance Operations (PSIO), 1900 E Street, N.W., Room 3443, Washington, DC 20415-3610; phone 202-936-0002.","source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"},{"id":"fep-overseas-phone","type":"phone","label":"FEP Blue overseas customer service (FEHB), from the U.S., Puerto Rico and U.S. Virgin Islands","value":"+1-888-999-9862","hours":"5 a.m.-6 p.m. Eastern time","source":"https://www.fepblue.org/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the number on the back of the member ID card. That is your local Blue company, an independent licensee of the Blue Cross Blue Shield Association."},{"rung":"written_complaint","channel":"fep-dispute-claim","note":"Internal appeal with the local Blue plan. FEP members: written reconsideration request to the Local Plan, then OPM."},{"rung":"regulator","channel":"opm-fehb-mail","note":"FEP members only: OPM review is the external step for federal employee plans."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured non-federal plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans administered by a Blue plan."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Appeal with your local Blue plan (address on the EOB). FEP members ask the Local Plan to reconsider within 6 months, then ask OPM.","evidence":["EOB","denial letter","member ID card","physician letters","bills","medical records","the brochure provisions you rely on"],"steps":[{"do":"Find which Blue company handles your plan. Use the number on the back of the ID card. FEP members can pick their state on the FEP Blue contact page.","channel":"find-local-plan"},{"do":"Ask the plan for the claim file. FEP members can call customer service or write to the EOB address to review and copy relevant materials free of charge.","channel":"fep-member-phone"},{"do":"FEP members write to the Local Plan within 6 months of the decision. Explain why the decision is wrong and cite the Service Benefit Plan brochure provisions. Other Blue members follow the appeal instructions on their denial letter.","channel":"fep-dispute-claim"},{"do":"FEP members who still disagree write to OPM within 90 days of the letter that upholds the denial.","channel":"opm-fehb-mail"},{"do":"Non-FEP members ask for external review after the final internal denial, through the state insurance department (fully insured plans) or the plan's process; employer self-funded plan members can contact the Department of Labor.","regulator":"dol-ebsa"}],"facts":[{"kind":"deadline","claim":"For FEP (FEHB and PSHB) post-service claims, write to the Plan within 6 months of its decision. The Plan has 30 days to pay, maintain its denial or ask for more information; requested information is due within 60 days.","issues":["claim_denial"],"source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"},{"kind":"deadline","claim":"FEP members who still disagree must write to OPM within 90 days of the Plan letter that upholds the denial, or within 120 days of their first letter if the Plan did not answer within 30 days. OPM issues a final decision or status update within 60 days.","issues":["claim_denial"],"source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For an urgent FEP pre-service claim, request reconsideration within 6 months of the initial decision; the Plan notifies you of its decision within 72 hours after it receives the request. Verbal or electronic requests may be used for expedited review.","issues":["claim_denial"],"source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"},{"kind":"process","claim":"FEP members can review and copy relevant claim materials free of charge, including expert reviews, by calling customer service or writing to the address on the EOB.","issues":["claim_denial"],"source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"},{"kind":"deadline","claim":"After OPM's decision, an FEP member may sue in Federal court only by December 31 of the third year after the year of the service or denial. This deadline cannot be extended.","issues":["claim_denial"],"source":"https://www.fepblue.org/manage-your-health/manage-claims-records/dispute-claim","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the EOB from your local Blue plan, then ask the plan and the provider to fix it.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB. FEP members can view claims online.","channel":"fep-view-claims"},{"do":"Call the number on the ID card (FEP members can use 1-800-411-BLUE) about a claim processed wrongly. Ask the provider to rebill to the EOB amount.","channel":"fep-member-phone"},{"do":"If it is not fixed, dispute the claim with the plan in writing.","channel":"fep-dispute-claim"}]},{"issue":"surprise_medical_bill","summary":"Compare the bill with the EOB, tell the local Blue plan and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility."},{"do":"Tell your local Blue plan (number on the ID card) and the provider that the bill may be a surprise bill.","channel":"fep-member-phone"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"tips":[{"kind":"official","text":"The Blue Cross Blue Shield Association does not handle member claims. Each Blue plan is a separate company; Anthem plans, for example, describe themselves as independent licensees of the Blue Cross Blue Shield Association. Contact the plan named on the member ID card.","issues":["claim_denial","claim_delay","billing_error"],"source":"https://www.anthembluecross.com/","last_verified":"2026-10-12"},{"kind":"official","text":"FEP Blue says questions about claims, prior approval or care management go to your local BCBS company, which you find by selecting your state on the FEP Blue contact page.","issues":["claim_denial","claim_delay"],"source":"https://www.fepblue.org/contact-us","last_verified":"2026-10-12"}],"known_blockers":["The Association has no member service line for claims. Each local Blue plan has its own numbers, portals and appeal addresses.","FEP online claim disputes need a MyBlue account.","FEP eligibility questions go to the agency payroll office, retirement system or OWCP, not to the Plan."],"notes":"Blue Cross and Blue Shield plans are independent companies licensed by the Blue Cross Blue Shield Association. Members must use their own local Blue plan (named on the ID card) for claims and appeals. The Federal Employee Program (FEP Blue, the Service Benefit Plan) covers FEHB and Postal Service (PSHB) members; its external step is OPM review, not state external review. Separate registry entries cover Blue plans owned by Elevance Health (Anthem).","official_domains":["fepblue.org"],"security":{"known_scams":[{"kind":"policy","claim":"FEP Blue warns that \"free\" services that ask for your insurance card may not be free and could be fraudulently billed to you or your insurance company.","source":"https://www.fepblue.org/legal/healthcare-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"FEP Blue warns members to avoid professionals who say they know how to bill for services the plan does not cover.","source":"https://www.fepblue.org/legal/healthcare-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fep-fraud-hotline","type":"phone","label":"FEP Fraud Hotline (Blue Cross and Blue Shield Federal Employee Program)","value":"+1-800-337-8440","notes":"Other Blue members can also contact the Blue Cross and Blue Shield plan in their area.","source":"https://www.fepblue.org/legal/healthcare-fraud","last_verified":"2026-10-12"},{"id":"opm-oig-fraud-hotline-mail","type":"mail","label":"U.S. Office of Personnel Management, Office of the Inspector General Fraud Hotline (by mail)","value":"United States Office of Personnel Management, Office of the Inspector General, Fraud Hotline, 1900 E Street, NW, Room 6400, Washington, DC 20415-1100","source":"https://www.fepblue.org/legal/healthcare-fraud","last_verified":"2026-10-12"}]}},{"id":"centene","name":"Centene (Ambetter, Wellcare, Health Net)","aliases":["centene corporation","ambetter","ambetter health","ambetter from sunshine health","ambetter from superior healthplan","wellcare","wellcare health plans","health net","sunshine health","superior healthplan","peach state health plan","buckeye health plan","meridian"],"sector":"insurance_health","website":"https://www.centene.com","account_url":"https://member.ambetterhealth.com/sso/login","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"plan-directory","type":"web_form","label":"Centene health plan member services directory (Ambetter by state and other Centene plans)","value":"https://www.centene.com/contact.html","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill","poor_service"],"access":"open","notes":"Centene corporate does not handle member questions. Members contact their own health plan.","source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-state-contacts","type":"web_form","label":"Ambetter contact pages by state","value":"https://www.ambetterhealth.com/en/contact-us/","purposes":["claim_denial","claim_delay","billing_error"],"source":"https://www.ambetterhealth.com/en/contact-us/","last_verified":"2026-10-12"},{"id":"ambetter-member-portal","type":"portal","label":"Ambetter member login (view claims)","value":"https://member.ambetterhealth.com/sso/login","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://www.ambetterhealth.com/en/fl/resources/","last_verified":"2026-10-12"},{"id":"ambetter-fl-appeals-mail","type":"mail","label":"Ambetter Health (Florida, Sunshine Health) grievances and appeals","value":"Ambetter Health Appeal Department, P.O. Box 459087, Fort Lauderdale, FL 33345-9087","purposes":["claim_denial","poor_service"],"notes":"Phone 1-877-687-1169; TTY 1-877-941-9230; fax 1-866-719-5373 (appeals) or 1-866-550-3248 (grievance/complaint). Florida plans only.","source":"https://www.ambetterhealth.com/content/dam/centene/Sunshine/Ambetter/PDFs/FL_MbrGrivanceAppelConcern.pdf","last_verified":"2026-10-12"},{"id":"ambetter-fl-appeal-form","type":"web_form","label":"Ambetter Florida grievance, appeal, concern or recommendation form (PDF)","value":"https://ambetter.sunshinehealth.com/content/dam/centene/Sunshine/Ambetter/PDFs/FL_MbrGrivanceAppelConcern.pdf","purposes":["claim_denial","poor_service"],"source":"https://www.ambetterhealth.com/en/fl/resources/handbooks-forms/","last_verified":"2026-10-12"},{"id":"ambetter-forms-fl","type":"web_form","label":"Ambetter Florida forms (grievance and appeal, member claim reimbursement)","value":"https://www.ambetterhealth.com/en/fl/resources/handbooks-forms/","purposes":["claim_denial","claim_delay"],"notes":"Other states have the same page under their own state path.","source":"https://www.ambetterhealth.com/en/fl/resources/handbooks-forms/","last_verified":"2026-10-12"},{"id":"ambetter-tx-mail","type":"mail","label":"Ambetter from Superior HealthPlan (Texas) general mailing address","value":"Ambetter from Superior HealthPlan, 5900 E. Ben White Blvd., Austin, TX 78741","source":"https://www.ambetterhealth.com/en/tx/contact-us/","last_verified":"2026-10-12"},{"id":"wellcare-phone","type":"phone","label":"Wellcare (Medicare) member services","value":"+1-833-444-9088","purposes":["claim_denial","claim_delay","billing_error"],"notes":"Wellcare also tells members to call the number on the back of the member ID card or pick their state on its contact page.","source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"wellcare-contact","type":"web_form","label":"Wellcare contact page (state member services numbers)","value":"https://www.wellcare.com/en/contact-us","source":"https://www.wellcare.com/en/contact-us","last_verified":"2026-10-12"},{"id":"wellcare-mail","type":"mail","label":"Wellcare Health Plans general mailing address","value":"Wellcare Health Plans, P.O. Box 31370, Tampa, FL 33631","source":"https://www.wellcare.com/en/contact-us","last_verified":"2026-10-12"},{"id":"health-net-ca-phone","type":"phone","label":"Health Net (California) member services","value":"+1-800-522-0088","source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-al-phone","type":"phone","label":"Ambetter member services, Alabama","value":"+1-800-442-1623","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-az-phone","type":"phone","label":"Ambetter member services, Arizona","value":"+1-888-926-5057","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ar-phone","type":"phone","label":"Ambetter member services, Arkansas","value":"+1-877-617-0390","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ca-phone","type":"phone","label":"Ambetter member services, California","value":"+1-844-463-8188","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-fl-phone","type":"phone","label":"Ambetter member services, Florida","value":"+1-877-687-1169","hours":"8am-8pm EST","notes":"Relay Florida 1-800-955-8770.","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.ambetterhealth.com/en/fl/contact-us/","last_verified":"2026-10-12"},{"id":"ambetter-ga-phone","type":"phone","label":"Ambetter member services, Georgia","value":"+1-877-687-1180","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-il-phone","type":"phone","label":"Ambetter member services, Illinois","value":"+1-855-745-5507","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-in-phone","type":"phone","label":"Ambetter member services, Indiana","value":"+1-877-687-1182","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ia-phone","type":"phone","label":"Ambetter member services, Iowa","value":"+1-833-919-3213","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ks-phone","type":"phone","label":"Ambetter member services, Kansas","value":"+1-844-518-9505","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ky-phone","type":"phone","label":"Ambetter member services, Kentucky","value":"+1-833-705-2175","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-la-phone","type":"phone","label":"Ambetter member services, Louisiana","value":"+1-833-635-0450","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-mi-phone","type":"phone","label":"Ambetter member services, Michigan","value":"+1-833-993-2426","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ms-phone","type":"phone","label":"Ambetter member services, Mississippi","value":"+1-877-687-1187","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-mo-phone","type":"phone","label":"Ambetter member services, Missouri","value":"+1-855-650-3789","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ne-phone","type":"phone","label":"Ambetter member services, Nebraska","value":"+1-833-890-0329","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-nv-phone","type":"phone","label":"Ambetter member services, Nevada","value":"+1-866-263-8134","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-nh-phone","type":"phone","label":"Ambetter member services, New Hampshire","value":"+1-844-265-1278","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-nj-phone","type":"phone","label":"Ambetter member services, New Jersey","value":"+1-844-606-1926","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-nm-phone","type":"phone","label":"Ambetter member services, New Mexico","value":"+1-833-945-2029","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ny-phone","type":"phone","label":"Ambetter member services, New York","value":"+1-888-343-3547","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-nc-phone","type":"phone","label":"Ambetter member services, North Carolina","value":"+1-833-863-1310","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-oh-phone","type":"phone","label":"Ambetter member services, Ohio","value":"+1-877-687-1189","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-ok-phone","type":"phone","label":"Ambetter member services, Oklahoma","value":"+1-833-492-0679","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-pa-phone","type":"phone","label":"Ambetter member services, Pennsylvania","value":"+1-833-510-4727","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-sc-phone","type":"phone","label":"Ambetter member services, South Carolina","value":"+1-833-270-5443","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-tn-phone","type":"phone","label":"Ambetter member services, Tennessee","value":"+1-833-709-4735","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"},{"id":"ambetter-tx-phone","type":"phone","label":"Ambetter member services, Texas","value":"+1-877-687-1196","hours":"8am-8pm CST","notes":"Relay Texas/TTY 1-800-735-2989.","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.ambetterhealth.com/en/tx/contact-us/","last_verified":"2026-10-12"},{"id":"ambetter-wa-phone","type":"phone","label":"Ambetter member services, Washington","value":"+1-877-687-1197","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill"],"source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"plan-directory","note":"Call the member services number of your own plan (on the back of the member ID card)."},{"rung":"written_complaint","channel":"ambetter-fl-appeals-mail","note":"Internal appeal or grievance with the state plan. The Florida address is shown; other states use the address on the denial letter or the state forms page."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for marketplace plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Appeal to your Ambetter state plan within 180 days of the denial notice, then ask for external review.","evidence":["denial letter (Notice of Action) with tracking number","member ID card","medical records","provider letter of medical necessity"],"steps":[{"do":"Call your state Ambetter member services number. Ask for the reason and the appeal address for your state.","channel":"plan-directory"},{"do":"Complete the state grievance and appeal form, or write a letter with the same information, including the tracking number from the upper left corner of the denial letter. In Florida, mail or fax it to the Appeal Department.","channel":"ambetter-fl-appeals-mail"},{"do":"After the final internal denial, ask for external review through your state insurance department."},{"do":"Wellcare (Medicare) members can also file a complaint with Medicare after using the plan's process.","channel":"wellcare-contact"}],"facts":[{"kind":"deadline","claim":"For Ambetter Health in Florida, you must file an appeal within 180 calendar days of the date of the Notice of Action letter, and a grievance within 365 calendar days of the date of the event.","issues":["claim_denial"],"source":"https://www.ambetterhealth.com/content/dam/centene/Sunshine/Ambetter/PDFs/FL_MbrGrivanceAppelConcern.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Ambetter Florida accepts either its grievance and appeal form or a letter with the same information, mailed to the Appeal Department; it lists separate fax numbers for appeals and for grievances.","issues":["claim_denial"],"source":"https://www.ambetterhealth.com/content/dam/centene/Sunshine/Ambetter/PDFs/FL_MbrGrivanceAppelConcern.pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Check the claim in the member portal, call your plan, then file a grievance.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the claim in the Ambetter member portal.","channel":"ambetter-member-portal"},{"do":"Call your plan's member services and ask for a correction or reprocessing.","channel":"plan-directory"},{"do":"If it is not fixed, file a grievance with the state plan.","channel":"ambetter-fl-appeal-form"}]},{"issue":"surprise_medical_bill","summary":"Compare the bill with the EOB, tell the plan and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility.","channel":"ambetter-member-portal"},{"do":"Tell your plan and the provider the bill may be a surprise bill.","channel":"plan-directory"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"facts":[{"kind":"contact","claim":"Centene tells members to contact their health plan directly, not corporate headquarters, for questions about benefits, eligibility or authorizations.","source":"https://www.centene.com/contact.html","last_verified":"2026-10-12"}],"known_blockers":["Centene runs separate state plans; contact details, forms and appeal addresses differ by state and brand.","Claims view needs a member portal login.","Grievance forms are PDFs that must be mailed or faxed."],"notes":"Centene Corporation (St. Louis) runs marketplace plans under the Ambetter brand in 29 states, Medicare plans under Wellcare, and state Medicaid plans under local names (for example Sunshine Health, Superior HealthPlan, Peach State, Buckeye, Meridian, Health Net in California). Medicare and Medicaid plans have their own appeal rules.","official_domains":["centene.com","ambetterhealth.com","wellcare.com","sunshinehealth.com"],"security":{"never_asks":[{"kind":"policy","claim":"Wellcare will never request a physician's signature when it sends a medical records request.","source":"https://www.wellcare.com/-/media/pdfs/louisiana/provider/bulletins/la_care_prov_fax_scam_notification_2024_r.ashx?la=en&hash=5DDD6B4A0B76C8898A8217B21BA9A5E8","last_verified":"2026-10-12"},{"kind":"policy","claim":"An Ambetter email-scam notice says health insurers and Medicare never ask for your username, password, Social Security number, Medicare number or banking information by email.","source":"https://www.ambetterhealth.com/content/dam/centene/ambetteraz/pdfs/Email_Scams.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In 2024 Wellcare warned providers about fraudulent Wellcare-branded faxes that request member medical records and physician signatures. Some of these faxes were followed by harassing phone calls.","source":"https://www.wellcare.com/-/media/pdfs/louisiana/provider/bulletins/la_care_prov_fax_scam_notification_2024_r.ashx?la=en&hash=5DDD6B4A0B76C8898A8217B21BA9A5E8","last_verified":"2026-10-12"},{"kind":"policy","claim":"Criminals pose as Medicare or health insurers by email. The email says there is a problem with your account or asks for updated information, and asks you to click a link to enter it.","source":"https://www.ambetterhealth.com/content/dam/centene/ambetteraz/pdfs/Email_Scams.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fwa-helpline","type":"phone","label":"Centene Fraud, Waste and Abuse Helpline","value":"+1-866-685-8664","hours":"24/7","notes":"Independently administered. Anonymous reports are accepted. Some Ambetter state plans also list their own fraud hotlines.","source":"https://www.centene.com/who-we-are/ethics-and-integrity.html","last_verified":"2026-10-12"},{"id":"siu-email","type":"email","label":"Centene Special Investigations Unit (report fraud, waste and abuse)","value":"Special_Investigations_Unit@centene.com","source":"https://www.centene.com/why-were-different/healthcare-fraud-waste-abuse-oversight.html","last_verified":"2026-10-12"},{"id":"ethicspoint-online","type":"web_form","label":"Centene online fraud and compliance report (hosted by EthicsPoint)","value":"https://www.centene.ethicspoint.com/","access":"open","source":"https://www.centene.com/why-were-different/healthcare-fraud-waste-abuse-oversight.html","last_verified":"2026-10-12"}]}},{"id":"cigna","name":"Cigna Healthcare","aliases":["cigna","cigna health","the cigna group","mycigna","evernorth"],"sector":"insurance_health","parent":"The Cigna Group","website":"https://www.cigna.com","account_url":"https://my.cigna.com/web/public/guest","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"member-services-phone","type":"phone","label":"Cigna Healthcare customer service","value":"+1-800-997-1654","hours":"24/7/365","purposes":["claim_denial","claim_delay","billing_error","poor_service","surprise_medical_bill"],"notes":"Cigna also tells members to call the toll-free number on the ID card. TTY users dial 711.","source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"claims-coverage-phone","type":"phone","label":"Medical, dental and vision coverage and claims","value":"+1-800-244-6224","hours":"24/7/365","purposes":["claim_denial","claim_delay","billing_error"],"source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"behavioral-health-phone","type":"phone","label":"Behavioral health benefits","value":"+1-800-433-5768","hours":"24/7/365","source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"tty","type":"phone","label":"TTY/TDD relay","value":"711","source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Live chat in myCigna (certain products only)","value":"https://my.cigna.com/web/secure/consumer/contact-us","hours":"Mon-Fri 9 am-8 pm ET","access":"login","source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"File a claim, view claims and EOBs (myCigna)","value":"https://my.cigna.com/web/public/guest","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Medical claims (member-submitted)","value":"Cigna Healthcare, PO Box 182223, Chattanooga, TN 37422-7223","purposes":["claim_delay"],"notes":"Use the medical claim form. Dental claims go to PO Box 188037, Chattanooga, TN 37422-7223.","source":"https://www.cigna.com/contact-us/","last_verified":"2026-10-12"},{"id":"appeal-form","type":"web_form","label":"Medical appeal request form (printable PDF)","value":"https://www.cigna.com/static/www-cigna-com/docs/medical-appeal-request.pdf","purposes":["claim_denial"],"notes":"Send it to the address on the denial letter or EOB. Behavioral health appeals use the Evernorth behavioral appeal form on the same forms page.","source":"https://www.cigna.com/individuals-families/member-guide/customer-forms","last_verified":"2026-10-12"},{"id":"forms-page","type":"web_form","label":"Customer forms (appeals, external review, appointment of representative, claim forms)","value":"https://www.cigna.com/individuals-families/member-guide/customer-forms","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.cigna.com/individuals-families/member-guide/customer-forms","last_verified":"2026-10-12"},{"id":"authorized-rep-form","type":"web_form","label":"Appointment of representative form (printable)","value":"https://www.cigna.com/static/www-cigna-com/docs/cigna-healthcare-appointment-of-representative-printable.pdf","purposes":["claim_denial"],"source":"https://www.cigna.com/individuals-families/member-guide/customer-forms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone","note":"Use the number on the back of the member ID card."},{"rung":"written_complaint","channel":"appeal-form","note":"Internal appeal or grievance, sent to the address on the denial letter."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Call customer service, then file a written appeal with the medical appeal form, then ask for external review.","evidence":["denial letter or EOB","member ID card","medical records","provider letter of medical necessity"],"steps":[{"do":"Call customer service. Ask for the reason, the plan provision and how to appeal. Cigna says it tries to resolve complaints on the first contact.","channel":"member-services-phone"},{"do":"If someone else will appeal for you, complete the appointment of representative form.","channel":"authorized-rep-form"},{"do":"Complete the medical appeal request form and send it with records to the address on the denial letter, within the deadline on that letter.","channel":"appeal-form"},{"do":"After the final internal denial, use the external review forms on the forms page (state forms apply in some states), or contact your state insurance department.","channel":"forms-page"},{"do":"For an employer self-funded plan, contact the Department of Labor if the plan does not follow the claims rules.","regulator":"dol-ebsa"}],"facts":[{"kind":"policy","claim":"Cigna's member rights page says Cigna will hear and act on complaints and appeals, guide members through the grievance process if they disagree with a decision, and provide language interpretation and TTY services for complaint and appeal processes.","issues":["claim_denial"],"source":"https://www.cigna.com/legal/members/member-rights-and-responsibilities","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the EOB in myCigna, then ask customer service and the provider to fix it.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB in myCigna.","channel":"claim-status"},{"do":"Call the claims line about a claim processed wrongly. Ask the provider to rebill to the EOB amount.","channel":"claims-coverage-phone"},{"do":"If it is not fixed, file an appeal with the medical appeal form.","channel":"appeal-form"}]},{"issue":"surprise_medical_bill","summary":"Check the bill against the EOB, tell Cigna and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility.","channel":"claim-status"},{"do":"Tell Cigna customer service and the provider that the bill may be a surprise bill.","channel":"member-services-phone"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"known_blockers":["Claims, EOBs and chat need a myCigna login.","Appeal and external review forms do not show one national address; use the address on the denial letter.","Some external review forms on the forms page are state-specific."],"notes":"Cigna Healthcare is part of The Cigna Group. Behavioral health appeals use Evernorth-branded forms. The plan type (fully insured or employer self-funded) decides whether state external review or federal ERISA rules apply.","official_domains":["cigna.com","evernorth.com"],"security":{"known_scams":[{"kind":"policy","claim":"Promotions offer free tests, treatment or services and ask for insurance information. Cigna says to be wary of them and careful about disclosing insurance information.","source":"https://www.cigna.com/legal/members/report-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters file claims for services never received, forge or alter bills, or use another person's coverage or insurance card. Check each explanation of benefits.","source":"https://www.cigna.com/legal/members/report-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"special-investigations-phone","type":"phone","label":"Cigna Healthcare Special Investigations hotline (report fraud)","value":"+1-800-667-7145","source":"https://www.cigna.com/legal/members/report-fraud","last_verified":"2026-10-12"},{"id":"special-investigations-email","type":"email","label":"Cigna Healthcare Special Investigations (report fraud)","value":"specialInvestigations@evernorth.com","source":"https://www.cigna.com/legal/members/report-fraud","last_verified":"2026-10-12"},{"id":"special-investigations-mail","type":"mail","label":"Cigna Healthcare Special Investigations (report fraud by mail)","value":"Cigna Healthcare Special Investigations, 900 Cottage Grove Road W3SIU, Hartford, CT 06152","source":"https://www.cigna.com/legal/members/report-fraud","last_verified":"2026-10-12"}]}},{"id":"elevance-health","name":"Anthem (Elevance Health)","aliases":["anthem","anthem blue cross","anthem blue cross and blue shield","anthem bcbs","elevance","elevance health","empire bluecross blueshield","empire blue","wellpoint"],"sector":"insurance_health","parent":"Elevance Health, Inc.","website":"https://www.anthem.com","account_url":"https://www.anthem.com/login/","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"member-contact","type":"chat","label":"Anthem contact page (live chat and feedback; phone numbers by state)","value":"https://www.anthem.com/contact-us/","purposes":["claim_denial","claim_delay","billing_error","poor_service"],"notes":"Phone numbers depend on the state and plan. The number on the back of the member ID card takes precedence. TTY 711.","source":"https://www.anthem.com/contact-us","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Submit or track a claim and view EOBs","value":"https://www.anthem.com/login/?dplid=sso.dpl.claims.claimsoverview","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://www.anthem.com/member-resources/claims","last_verified":"2026-10-12"},{"id":"claim-forms","type":"web_form","label":"Member forms library (claim forms by state)","value":"https://www.anthem.com/forms/","purposes":["claim_delay"],"notes":"Forms are organized by state. Plan-specific forms are behind member login.","source":"https://www.anthem.com/member-resources/claims","last_verified":"2026-10-12"},{"id":"medicare-appeals-page","type":"web_form","label":"Medicare complaints, grievances and appeals","value":"https://www.anthem.com/medicare/complaints-grievances","purposes":["claim_denial","poor_service"],"access":"open","source":"https://www.anthem.com/medicare/complaints-grievances","last_verified":"2026-10-12"},{"id":"medicare-appeals-mail","type":"mail","label":"Appeals and grievances for Anthem Medicare plans","value":"Appeals and Grievances, Mailstop OH0102-B325, 4361 Irwin Simpson Rd, Mason, OH 45040","purposes":["claim_denial","poor_service"],"notes":"Fax 1-888-458-1406 (medical) or 1-888-458-1407 (pharmacy). For Medicare plans only; employer and individual plans use the address on the denial letter.","source":"https://www.anthem.com/medicare/complaints-grievances","last_verified":"2026-10-12"},{"id":"anthem-ny-language-line","type":"phone","label":"Anthem Blue Cross and Blue Shield (New York, formerly Empire) translation and alternate format services","value":"+1-855-823-4568","source":"https://www.anthembluecross.com/","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Elevance Health corporate headquarters (not member services)","value":"Elevance Health, Inc., 220 Virginia Avenue, Indianapolis, IN 46204","notes":"Corporate phone 833-401-1577. Not a member service line.","source":"https://www.elevancehealth.com/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-contact","note":"Use the number on the back of the member ID card, or live chat."},{"rung":"written_complaint","channel":"medicare-appeals-mail","note":"Internal appeal or grievance. Medicare plans use this address; other plans use the address on the denial letter."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Read the EOB and denial letter, file the internal appeal at the address on the letter, then ask for external review or complain to the state or Medicare.","evidence":["denial letter or EOB","member ID card","medical records","provider letter of medical necessity"],"steps":[{"do":"Log in and download the EOB for the claim. Note the denial reason code.","channel":"claim-status"},{"do":"Ask member services or chat for the reason and the plan document section it relies on.","channel":"member-contact"},{"do":"File the internal appeal at the address and within the deadline printed on the denial letter. Medicare plan members use the Medicare appeals address or fax.","channel":"medicare-appeals-mail"},{"do":"After the final internal denial, request external review through the state insurance department (fully insured plans) or the plan's external review process. For employer self-funded plans, contact the Department of Labor.","regulator":"dol-ebsa"}],"facts":[{"kind":"process","claim":"Anthem says that if a Medicare member has exhausted the options with Anthem, the member can submit feedback directly to Medicare through the Medicare complaint form.","issues":["claim_denial"],"source":"https://www.anthem.com/medicare/complaints-grievances","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the provider bill with the EOB, then ask Anthem and the provider to correct it.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB in the member account.","channel":"claim-status"},{"do":"If the provider billed more than the EOB patient responsibility, ask the provider to rebill. Ask Anthem by chat or phone to confirm the amount.","channel":"member-contact"},{"do":"If a claim was processed wrongly, file an appeal at the address on the EOB or denial letter."}]},{"issue":"surprise_medical_bill","summary":"Check whether the No Surprises Act applies, then tell Anthem and the provider, and contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether the care was emergency care or given at an in-network facility.","channel":"claim-status"},{"do":"Tell Anthem and the provider that the bill may be a surprise bill.","channel":"member-contact"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"facts":[{"kind":"process","claim":"Anthem says that typically the doctor or provider, especially an in-plan provider, submits the claim. Members who must file themselves use the forms library and should file promptly and within the time limit.","issues":["claim_delay"],"source":"https://www.anthem.com/member-resources/claims","last_verified":"2026-10-12"}],"known_blockers":["Member phone numbers, appeal forms and plan documents depend on the state and plan and are mostly behind member login.","Anthem publishes no public appeal address for employer or individual plans; use the address on the denial letter or EOB."],"notes":"Elevance Health, Inc. (Indianapolis) operates Anthem Blue Cross and Blue Shield affiliated health plans in 14 states, and Wellpoint affiliated health plans. Carelon is its health services business. The former Empire BlueCross BlueShield site (empireblue.com) now redirects to anthembluecross.com, which uses the Anthem Blue Cross and Anthem Blue Cross and Blue Shield names for eastern and southeastern New York. Medicare and Medicaid plans have their own appeal rules.","official_domains":["anthem.com","anthembluecross.com","elevancehealth.com","fighthealthcarefraud.com"],"security":{"known_scams":[{"kind":"policy","claim":"Anthem warns members to be careful with offers of free products or extra services, and with ads that say \"covered by insurance\".","source":"https://www.fighthealthcarefraud.com/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical identity thieves use a member's information to get services or submit false claims. This can use up the member's benefits and put false information in the health record.","source":"https://www.fighthealthcarefraud.com/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some providers bill the health plan for services that were never performed. Anthem asks members to check that each explanation of benefits (EOB) matches the care they received.","source":"https://www.fighthealthcarefraud.com/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraud-report-form","type":"web_form","label":"Anthem healthcare fraud report form (fighthealthcarefraud.com, linked as Healthcare Fraud Prevention in the anthem.com footer)","value":"https://www.fighthealthcarefraud.com/report-fraud-form/","access":"open","source":"https://www.fighthealthcarefraud.com/","last_verified":"2026-10-12"},{"id":"fraud-hotline","type":"phone","label":"Anthem fraud hotline for states without their own listed number","value":"+1-866-847-8247","notes":"The same page lists separate fraud hotlines for California, Colorado, Connecticut, Georgia, Indiana, Kentucky, Maine, Missouri, Nevada, New Hampshire, New York, Ohio, Virginia and Wisconsin. Members can also call Member Services on the back of the ID card. Anonymous reports are possible.","source":"https://www.fighthealthcarefraud.com/","last_verified":"2026-10-12"}]}},{"id":"humana","name":"Humana","aliases":["humana inc","myhumana","humana medicare"],"sector":"insurance_health","website":"https://www.humana.com","account_url":"https://account.humana.com","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"medicare-member-phone","type":"phone","label":"Medicare plans","value":"+1-800-457-4708","hours":"Mon-Fri 8 a.m.-8 p.m. local time","purposes":["claim_denial","claim_delay","billing_error","poor_service","surprise_medical_bill"],"notes":"TTY 711. Members should use the number on the back of the member ID card when they have it.","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"},{"id":"employer-member-phone","type":"phone","label":"Employer group plan members without the ID card","value":"+1-866-427-7478","purposes":["claim_denial","claim_delay","billing_error"],"notes":"Humana asks employer group members to call the number on the back of the ID card first.","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"},{"id":"employer-group-phone","type":"phone","label":"Employer group (small and large business)","value":"+1-800-232-2006","hours":"Mon-Fri 7 a.m.-7 p.m. Central","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"},{"id":"dental-vision-phone","type":"phone","label":"Individual dental and vision plans","value":"+1-877-877-1051","hours":"Mon-Fri 8 a.m.-9 p.m. Eastern","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"View my claims (MyHumana)","value":"https://my2.humana.com/claims","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://www.humana.com/help","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Online chat after signing in to MyHumana","value":"https://account.humana.com","access":"login","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"},{"id":"appeals-online","type":"web_form","label":"Online appeal or grievance form (Medicare Part C and Part D)","value":"https://resolutions.humana.com/grievances-appeals-forms/member-info","purposes":["claim_denial","poor_service"],"source":"https://www.humana.com/member/exceptions-and-appeals","last_verified":"2026-10-12"},{"id":"appeals-page","type":"web_form","label":"Grievances, appeals and exceptions","value":"https://www.humana.com/member/exceptions-and-appeals","purposes":["claim_denial","poor_service"],"access":"open","source":"https://www.humana.com/member/exceptions-and-appeals","last_verified":"2026-10-12"},{"id":"appeals-mail","type":"mail","label":"Humana Grievance and Appeals Department (Medicare appeal or grievance form)","value":"Humana Grievance and Appeals Department, P.O. Box 14165, Lexington, KY 40512-4165","purposes":["claim_denial","poor_service"],"notes":"Fax 888-556-2128. The same P.O. box is listed for the Humana Expedited Appeals Unit.","source":"https://assets.humana.com/is/content/humana/G-A_Form_Clean_2024pdf","last_verified":"2026-10-12"},{"id":"appeal-form-pdf","type":"web_form","label":"Appeal or grievance form (PDF, mail or fax)","value":"https://assets.humana.com/is/content/humana/G-A_Form_Clean_2024pdf","purposes":["claim_denial","poor_service"],"source":"https://assets.humana.com/is/content/humana/G-A_Form_Clean_2024pdf","last_verified":"2026-10-12"},{"id":"expedited-appeals-phone","type":"phone","label":"Expedited appeals (Medicare)","value":"+1-800-867-6601","purposes":["claim_denial"],"notes":"For standard oral filings, call the Customer Care number on the back of the ID card. TTY 711.","source":"https://www.humana.com/member/exceptions-and-appeals","last_verified":"2026-10-12"},{"id":"employer-appeals-mail","type":"mail","label":"Humana Grievances and Appeals (employer plans)","value":"Humana Grievances and Appeals, P.O. Box 14546, Lexington, KY 40512-4546","purposes":["claim_denial","poor_service"],"source":"https://www.humana.com/member/exceptions-and-appeals","last_verified":"2026-10-12"},{"id":"medicaid-help","type":"web_form","label":"Medicaid help and support options","value":"https://www.humana.com/medicaid/help","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"},{"id":"social","type":"social","label":"Humana help on X (Twitter)","value":"https://twitter.com/HumanaHelp","source":"https://www.humana.com/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"medicare-member-phone","note":"Use the number on the back of the member ID card."},{"rung":"written_complaint","channel":"appeals-online","note":"Internal appeal or grievance online, or by mail or fax with the appeal or grievance form. Employer plans use their own P.O. box."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Appeal within 65 days of the Medicare denial notice, online, by mail or fax, or by phone for expedited cases.","evidence":["denial notice or EOB","member ID card","claim number","medical records","provider letter of medical necessity","receipts"],"steps":[{"do":"Check the claim and the EOB in MyHumana.","channel":"claim-status"},{"do":"File the appeal online, or mail or fax the appeal or grievance form with receipts, records or a letter from your doctor.","channel":"appeals-online"},{"do":"For a service not yet received where waiting could seriously harm health, ask for an expedited appeal with a statement from the provider, or call the expedited appeals line.","channel":"expedited-appeals-phone"},{"do":"Employer plan members mail the appeal to the employer plans P.O. box, or file orally through the number on the ID card. After the final internal denial, ask for external review or contact the state insurance department (fully insured) or the Department of Labor (self-funded).","channel":"employer-appeals-mail"},{"do":"Medicare members who still disagree follow the further Medicare appeal levels in the Evidence of Coverage."}],"facts":[{"kind":"deadline","claim":"For Humana Medicare Advantage (Part C), you have 65 days from the date of the Notice of Denial of Medical Coverage (or Payment) to appeal. For Part D, you have 65 days from the Notice of Denial of Medicare Prescription Drug Coverage to request a redetermination.","issues":["claim_denial"],"source":"https://www.humana.com/member/exceptions-and-appeals","last_verified":"2026-10-12"},{"kind":"process","claim":"Humana decides Part C pre-service appeals within 30 calendar days, Part C post-service appeals within 60 calendar days, and Part D appeals within 7 calendar days.","issues":["claim_denial"],"source":"https://www.humana.com/member/exceptions-and-appeals","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Humana's appeal or grievance form offers an expedited decision within 72 hours for services not yet received, when the provider supplies a statement that waiting could seriously harm the member's life, health or ability to regain maximum function.","issues":["claim_denial"],"source":"https://assets.humana.com/is/content/humana/G-A_Form_Clean_2024pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the claim in MyHumana, then call member services.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the claim and EOB in MyHumana.","channel":"claim-status"},{"do":"Call member services about a claim processed wrongly, and ask the provider to rebill to the EOB amount.","channel":"medicare-member-phone"}]},{"issue":"surprise_medical_bill","summary":"Check the bill against the EOB, tell Humana and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility.","channel":"claim-status"},{"do":"Tell Humana and the provider the bill may be a surprise bill."},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"facts":[{"kind":"policy","claim":"Humana's employer page lists group dental, vision, life and disability plans. It does not list employer group medical plans.","source":"https://www.humana.com/employer","last_verified":"2026-10-12"}],"known_blockers":["Claims and chat need a MyHumana login.","Medicaid plans are state-specific; use the Medicaid help page."],"notes":"Medicare Advantage, Part D and state Medicaid plans have their own appeal rules. Humana's employer offering on its website is group dental, vision, life and disability.","official_domains":["humana.com"],"security":{"never_asks":[{"kind":"policy","claim":"A Humana member fraud flyer says Humana will never offer \"free\" or \"low-cost\" healthcare services in exchange for identifying information about you.","source":"https://assets.humana.com/is/content/humana/SC_Detecting_Preventing_and_Reporting_Healthcare_Fraudpdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Medical identity thieves offer \"free\" or \"low-cost\" healthcare services in exchange for identifying information, such as a Humana, Medicare or Medicaid ID number.","source":"https://assets.humana.com/is/content/humana/SC_Detecting_Preventing_and_Reporting_Healthcare_Fraudpdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim to be from a clinic, doctor's office, insurance company or pharmacy to get a member's ID number. Humana says not to give a Humana, Medicare or Medicaid ID number over the phone before you verify the caller's identity.","source":"https://assets.humana.com/is/content/humana/SC_Detecting_Preventing_and_Reporting_Healthcare_Fraudpdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers offer to send medicine or medical equipment. Humana says to accept medicine or medical equipment in the mail only if your primary care provider or another healthcare provider ordered or prescribed it.","source":"https://assets.humana.com/is/content/humana/SC_Detecting_Preventing_and_Reporting_Healthcare_Fraudpdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Humana lists agent fraud such as enrolling people in a non-existent plan, offering cash payments to enroll, unsolicited door-to-door marketing of Medicare Advantage or prescription drug plans, and misrepresenting plans.","source":"https://assets.humana.com/is/content/humana/Ethics%20Every%20Daypdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"siu-phone","type":"phone","label":"Humana Special Investigations Unit (report suspected fraud, waste and abuse)","value":"+1-800-614-4126","source":"https://assets.humana.com/is/content/humana/Ethics%20Every%20Daypdf","last_verified":"2026-10-12"},{"id":"siu-email","type":"email","label":"Humana Special Investigations Unit referrals","value":"siureferrals@humana.com","source":"https://assets.humana.com/is/content/humana/Ethics%20Every%20Daypdf","last_verified":"2026-10-12"},{"id":"ethics-help-line","type":"phone","label":"Humana Ethics Help Line (1-877-5-THE-KEY)","value":"+1-877-584-3539","hours":"24 hours a day, seven days a week","notes":"Staffed by external, non-Humana representatives. Calls can be anonymous. Online reports at www.ethicshelpline.com.","source":"https://assets.humana.com/is/content/humana/Ethics%20Every%20Daypdf","last_verified":"2026-10-12"}]}},{"id":"kaiser-permanente","name":"Kaiser Permanente","aliases":["kaiser","kp","kaiser foundation health plan","kaiser foundation health plan inc","kaiser health plan"],"sector":"insurance_health","website":"https://healthy.kaiserpermanente.org","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"member-services-phone","type":"phone","label":"Member Services, California (Northern and Southern), English","value":"+1-800-464-4000","hours":"24 hours, 7 days; closed holidays","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill","poor_service"],"notes":"Listed as the English line on Northern and Southern California medical center member services pages. TTY 711.","source":"https://healthy.kaiserpermanente.org/northern-california/facilities/san-mateo-medical-offices-300395/departments/member-and-administrative-services-dlp-108917","last_verified":"2026-10-12"},{"id":"ca-senior-advantage-phone","type":"phone","label":"Member Services, Medicare Senior Advantage (Southern California)","value":"+1-800-443-0815","purposes":["claim_denial","claim_delay","billing_error"],"source":"https://healthy.kaiserpermanente.org/southern-california/support/member-services-locations","last_verified":"2026-10-12"},{"id":"ca-medi-cal-phone","type":"phone","label":"Member Services, Medi-Cal members (California)","value":"+1-855-839-7613","hours":"24 hours a day, 7 days a week","purposes":["claim_denial","billing_error"],"notes":"TTY 711.","source":"https://healthy.kaiserpermanente.org/southern-california/shop-plans/medicaid/new-members","last_verified":"2026-10-12"},{"id":"wa-member-services-phone","type":"phone","label":"Member Services, Washington","value":"+1-888-901-4636","purposes":["claim_denial","claim_delay","billing_error"],"notes":"Washington Medicare members call 1-888-901-4600.","source":"https://healthy.kaiserpermanente.org/washington/support/member-services","last_verified":"2026-10-12"},{"id":"nw-member-services-phone","type":"phone","label":"Membership Services, Northwest (Oregon and Southwest Washington), outside Portland","value":"+1-800-813-2000","purposes":["claim_denial","claim_delay","billing_error"],"notes":"Portland area 503-813-2000. TTY 711.","source":"https://healthy.kaiserpermanente.org/oregon-washington/facilities/Interstate-Medical-Office-Central-100269/departments/member-and-administrative-services-dlp-106149","last_verified":"2026-10-12"},{"id":"co-complaint-form","type":"web_form","label":"Member grievance/complaint form, Colorado (PDF)","value":"https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/forms/member-complaint-form-co-en.pdf","purposes":["claim_denial","poor_service"],"notes":"The form lists 303-338-3800 or toll-free 1-800-632-9700 for the Denver/Boulder and Mountain areas.","source":"https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/forms/member-complaint-form-co-en.pdf","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Submit a complaint (file a grievance report)","value":"https://healthy.kaiserpermanente.org/support/submit-a-complaint","purposes":["claim_denial","poor_service","billing_error"],"notes":"Linked from the support center as \"File a grievance report\".","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"},{"id":"grievance-status","type":"portal","label":"Grievance and appeal case status","value":"https://healthy.kaiserpermanente.org/secure/support/complaints-grievances-appeals","purposes":["claim_denial","poor_service"],"access":"login","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"},{"id":"member-services-message","type":"portal","label":"Email member services (secure message)","value":"https://healthy.kaiserpermanente.org/secure/messages?compose=member-services","purposes":["claim_denial","claim_delay","billing_error","poor_service"],"access":"login","notes":"For non-urgent questions. Kaiser Permanente says it responds within 3 days.","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"},{"id":"claim-summary","type":"portal","label":"Review visit-cost and claims summary","value":"https://healthy.kaiserpermanente.org/secure/coverage-costs/claims-summary#/","purposes":["claim_delay","claim_denial","billing_error"],"access":"login","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"},{"id":"claims-help","type":"web_form","label":"Claims help (submitting claims and appeal rights)","value":"https://healthy.kaiserpermanente.org/support/claims-summary-help","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"},{"id":"billing","type":"portal","label":"Pay premium and medical bills","value":"https://healthy.kaiserpermanente.org/secure/billing","purposes":["billing_error"],"access":"login","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"},{"id":"advice-phone","type":"phone","label":"Call for advice (getting care; not a claims or billing line)","value":"+1-800-218-1059","notes":"TTY 711.","source":"https://healthy.kaiserpermanente.org/support","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone","note":"Use the member services number on the back of the member ID card for your region, or send a secure message."},{"rung":"written_complaint","channel":"complaint-form","note":"Grievance or appeal. Track it in the grievance case status page."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans; complaint to the state. In California, HMO plans are regulated by the Department of Managed Health Care."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Read the EOB for appeal steps, file a grievance or appeal, track it online, then go to the state regulator.","evidence":["EOB or Statement of Accumulation","denial letter","member ID card (medical record number)","medical records","receipts for out-of-plan care"],"steps":[{"do":"Open the claims summary and the EOB or Statement of Accumulation. It gives the steps to submit an appeal.","channel":"claim-summary"},{"do":"Ask member services by secure message or by the number on the ID card to explain the decision.","channel":"member-services-message"},{"do":"File the grievance or appeal. Then track the case status online.","channel":"complaint-form"},{"do":"After the final internal decision, ask for external or independent medical review through the state regulator (fully insured plans), or contact the Department of Labor for employer self-funded plans.","regulator":"dol-ebsa"}],"facts":[{"kind":"policy","claim":"Kaiser Permanente says you have the right to appeal the plan's payment decision on any claim you personally submit, and that the EOB or Statement of Accumulation gives the steps to submit an appeal.","issues":["claim_denial"],"source":"https://healthy.kaiserpermanente.org/support/claims-summary-help","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the claims summary, message member services, then file a complaint.","evidence":["bill","claims or visit-cost summary","member ID card"],"steps":[{"do":"Compare the bill with the visit-cost and claims summary.","channel":"claim-summary"},{"do":"Send a secure message to member services that names the charge and the amount you expected.","channel":"member-services-message"},{"do":"If it is not fixed, submit a complaint.","channel":"complaint-form"}]},{"issue":"surprise_medical_bill","summary":"For out-of-network emergency care, submit the claim to Kaiser Permanente, compare the bill with the EOB, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card","emergency visit records"],"steps":[{"do":"Submit the out-of-plan emergency claim to Kaiser Permanente for reimbursement (see claims help).","channel":"claims-help"},{"do":"Compare the provider bill with the EOB. Tell Kaiser Permanente and the provider that the bill may be a surprise bill.","channel":"member-services-message"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"known_blockers":["Member services messages, claims summaries and grievance status need a kp.org login.","Member services numbers differ by region and plan (Medicare, Medi-Cal, choice products); the number on the member ID card takes precedence. Numbers for Colorado, Georgia, Hawaii and Mid-Atlantic were not confirmed for HMO members.","The complaint page and EOB give the region-specific appeal procedure."],"notes":"Kaiser Permanente (Oakland, California) comprises Kaiser Foundation Health Plan, Inc., Kaiser Foundation Hospitals and The Permanente Medical Groups, serving 12.9 million members in nine regions (Northern and Southern California, Hawaii, Colorado, Georgia, Mid-Atlantic States, Northwest, Washington and Nevada). Each region has its own health plan company. Risant Health and its affiliates are outside these figures. Medicare and Medicaid members have their own appeal rules.","official_domains":["kaiserpermanente.org","kp.org"],"security":{"never_asks":[{"kind":"policy","claim":"Kaiser Permanente will never ask for your password over the phone or by email.","source":"https://healthy.kaiserpermanente.org/pages/online-security/protecting-personal-information","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers claim to be from Kaiser Permanente, say an account needs to be confirmed and ask for personal information. Kaiser Permanente advises contacting customer service directly to check.","source":"https://healthy.kaiserpermanente.org/pages/online-security/protecting-personal-information","last_verified":"2026-10-12"},{"kind":"policy","claim":"Offers of \"free\" medical treatment are usually scams, according to Kaiser Permanente Washington's fraud page.","source":"https://wa.kaiserpermanente.org/html/public/customer-service/fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraud-hotline","type":"phone","label":"Kaiser Permanente confidential fraud hotline (listed on the Washington region fraud page)","value":"+1-888-774-9100","notes":"The page does not say which regions the hotline covers.","source":"https://wa.kaiserpermanente.org/html/public/customer-service/fraud","last_verified":"2026-10-12"}]}},{"id":"molina-healthcare","name":"Molina Healthcare","aliases":["molina","molina healthcare inc","molina marketplace","connecticare"],"sector":"insurance_health","website":"https://www.molinahealthcare.com","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"fl-marketplace-phone","type":"phone","label":"Molina Marketplace member services, Florida","value":"+1-888-560-5716","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill","poor_service"],"notes":"The Florida contact page also lists a separate Medicaid line; use this one for Marketplace plans.","source":"https://www.molinahealthcare.com/members/fl/en-us/mem/medicaid/contact.aspx","last_verified":"2026-10-12"},{"id":"wa-marketplace-appeals-page","type":"web_form","label":"Complaints and appeals, Molina Marketplace Washington","value":"https://www.molinamarketplace.com/marketplace/wa/en-us/Members/Members%20Resources/gna","purposes":["claim_denial","poor_service"],"access":"open","source":"https://www.molinamarketplace.com/marketplace/wa/en-us/Members/Members%20Resources/gna","last_verified":"2026-10-12"},{"id":"wa-marketplace-phone","type":"phone","label":"Molina Marketplace Washington (grievances, appeals and internal review requests)","value":"+1-888-858-3492","purposes":["claim_denial","poor_service"],"notes":"Molina's Washington pages list different hours (8:00 a.m.-5:00 p.m. or 8:00 a.m.-6:00 p.m. PT, Monday-Friday).","source":"https://www.molinamarketplace.com/marketplace/wa/en-us/Members/Members%20Resources/gna","last_verified":"2026-10-12"},{"id":"wa-marketplace-appeals-mail","type":"mail","label":"Grievance and Appeals Unit, Molina Marketplace Washington","value":"Molina Healthcare, Grievance and Appeals Unit, P.O. Box 4004, Bothell, WA 98041","purposes":["claim_denial","poor_service"],"notes":"Washington Marketplace only. Other states use the address on the denial notice.","source":"https://www.molinamarketplace.com/marketplace/wa/en-us/Members/Members%20Resources/gna","last_verified":"2026-10-12"},{"id":"wi-marketplace-appeals-page","type":"web_form","label":"Grievances (internal appeals) and external appeals, Molina Marketplace Wisconsin","value":"https://www.molinahealthcare.com/marketplace/wi/en-us/Members/Members%20Resources/gna","purposes":["claim_denial"],"notes":"Expedited grievance by phone: 1-888-560-2043. External appeal questions: 1-888-866-6205.","source":"https://www.molinahealthcare.com/marketplace/wi/en-us/Members/Members%20Resources/gna","last_verified":"2026-10-12"},{"id":"nv-marketplace-appeals-page","type":"web_form","label":"Complaints and appeals, Molina Marketplace Nevada","value":"https://www.molinahealthcare.com/marketplace/nv/en-us/Members/Members%20Resources/gna","purposes":["claim_denial","poor_service"],"notes":"Grievances toll-free 833-644-1623, Mon-Fri 8:00 a.m.-6:00 p.m. Written external review requests go to the Nevada Office for Consumer Health Assistance (702-486-3587 or 888-333-1597).","source":"https://www.molinahealthcare.com/marketplace/nv/en-us/Members/Members%20Resources/gna","last_verified":"2026-10-12"},{"id":"fl-medicaid-appeals-page","type":"web_form","label":"Complaints, grievances and appeals, Molina Medicaid Florida","value":"https://www.molinahealthcare.com/members/fl/en-us/mem/medicaid/overvw/quality/cna/cna.aspx","purposes":["claim_denial","poor_service"],"source":"https://www.molinahealthcare.com/members/fl/en-us/mem/medicaid/overvw/quality/cna/cna.aspx","last_verified":"2026-10-12"},{"id":"mi-medicaid-appeals-page","type":"web_form","label":"Medicaid appeals, Molina Michigan","value":"https://www.molinahealthcare.com/medicaid/mi/appeals","purposes":["claim_denial"],"notes":"Michigan member services (888) 898-7969, Monday-Friday 8:00 a.m.-5:00 p.m. local time.","source":"https://www.molinahealthcare.com/medicaid/mi/appeals","last_verified":"2026-10-12"},{"id":"tx-medicaid-phone","type":"phone","label":"Molina Texas member services (Medicaid appeals and State Fair Hearing requests)","value":"+1-866-449-6849","purposes":["claim_denial"],"source":"https://www.molinahealthcare.com/members/tx/en-US/mem/information.aspx","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the member services number on the back of the member ID card. Molina numbers differ by state and by Medicaid, Medicare or Marketplace plan."},{"rung":"written_complaint","channel":"wa-marketplace-appeals-page","note":"Internal grievance or appeal with the state plan, at the address on the denial notice."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for Marketplace plans; Medicaid members can ask for a State Fair Hearing."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Appeal to your state Molina plan within 180 days of the denial notice, then ask for external review (Marketplace) or a State Fair Hearing (Medicaid).","evidence":["Notice of Adverse Benefit Determination","member ID card","medical records","provider letter of medical necessity"],"steps":[{"do":"Call the member services number on the ID card. Ask for the reason, the appeal deadline and the appeal address for your state and plan."},{"do":"File the grievance or appeal in writing or by phone. In Washington Marketplace, send it to the Grievance and Appeals Unit in Bothell.","channel":"wa-marketplace-appeals-mail"},{"do":"Marketplace members who disagree with the internal decision can request external review by an Independent Review Organization, in writing.","channel":"wa-marketplace-appeals-page"},{"do":"Medicaid members follow their state appeals page, then ask for a State Fair Hearing (for example Michigan or Texas).","channel":"mi-medicaid-appeals-page"}],"facts":[{"kind":"deadline","claim":"Molina's Washington Marketplace grievance and appeals guide: appeal requests must be received within 180 days of receipt of an Adverse Benefit Determination, and internal review or appeal is completed within fourteen (14) calendar days.","issues":["claim_denial"],"source":"https://www.molinahealthcare.com/~/media/Molina/PublicWebsite/PDF/providers/wa/Marketplace/grievance-and-appeals.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Molina's Washington Marketplace guide: a grievance can be filed in writing or by phone within 180 days of the incident; Molina acknowledges it within 72 hours and resolves it within 30 calendar days.","issues":["claim_denial","poor_service"],"source":"https://www.molinahealthcare.com/~/media/Molina/PublicWebsite/PDF/providers/wa/Marketplace/grievance-and-appeals.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Molina's Washington Marketplace guide says external review by an Independent Review Organization is optional and the member pays no application or processing fees.","issues":["claim_denial"],"source":"https://www.molinahealthcare.com/~/media/Molina/PublicWebsite/PDF/providers/wa/Marketplace/grievance-and-appeals.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For Molina Medicaid in Michigan, you must ask for an External Review within 6 months from the date on the letter that tells you the original appeal decision.","issues":["claim_denial"],"source":"https://www.molinahealthcare.com/medicaid/mi/appeals","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the EOB, call member services, then file a grievance.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB."},{"do":"Call the member services number on the ID card and ask for a correction. Ask the provider to rebill to the EOB amount."},{"do":"If it is not fixed, file a grievance with the state plan."}]},{"issue":"surprise_medical_bill","summary":"Compare the bill with the EOB, tell Molina and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility."},{"do":"Tell Molina (number on the ID card) and the provider that the bill may be a surprise bill."},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"facts":[{"kind":"policy","claim":"Molina's acquisition of ConnectiCare closed effective February 1, 2025. ConnectiCare had about 140,000 members in Marketplace, Medicare and certain commercial products.","source":"https://investors.molinahealthcare.com/news-releases/news-release-details/molina-healthcare-announces-closing-its-acquisition-connecticare","last_verified":"2026-10-12"}],"known_blockers":["molinahealthcare.com blocks automated page readers; values come from official-domain search results.","Molina has no national member services number or appeal address. Each state and plan type (Medicaid, Medicare, Marketplace) has its own.","Several Molina state pages are old and list conflicting numbers and hours; prefer the ID card and the denial notice."],"notes":"Molina Healthcare, Inc. serves Medicaid, Medicare and state Marketplace members through state plans. ConnectiCare (Connecticut) became part of Molina on February 1, 2025. Medicaid members have State Fair Hearing rights; Medicare members follow Medicare appeal rules.","official_domains":["molinahealthcare.com","molinamarketplace.com"],"security":{"report_phishing":[{"id":"anti-fraud-line","type":"phone","label":"Molina Healthcare Anti-Fraud Line","value":"+1-866-606-3889","hours":"24 hours a day, 7 days a week","notes":"TTY 711. Reports can be made without giving a name.","source":"https://www.molinahealthcare.com/member-resources/fraud","last_verified":"2026-10-12"},{"id":"alertline-online","type":"web_form","label":"Molina Healthcare AlertLine online fraud report","value":"https://molinahealthcare.alertline.com/gcs/welcome","access":"open","notes":"Redirects to a reporting site hosted by EthicsPoint.","source":"https://www.molinahealthcare.com/member-resources/fraud","last_verified":"2026-10-12"}]}},{"id":"oscar-health","name":"Oscar Health","aliases":["oscar","oscar insurance","hioscar"],"sector":"insurance_health","website":"https://www.hioscar.com","account_url":"https://www.hioscar.com/auth/login","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"member-services-phone","type":"phone","label":"Oscar Care Team (member services)","value":"+1-855-672-2755","hours":"Mon-Fri 8 a.m.-8 p.m.","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill","poor_service"],"notes":"The number on the back of the member ID card takes precedence.","source":"https://www.hioscar.com/get-coverage/member-services-team","last_verified":"2026-10-12"},{"id":"account-message","type":"portal","label":"Message the Care Team, view EOBs and pay bills in the Oscar account","value":"https://www.hioscar.com/auth/login","purposes":["claim_denial","claim_delay","billing_error"],"access":"login","source":"https://www.hioscar.com/for-members/faqs","last_verified":"2026-10-12"},{"id":"grievance-form","type":"web_form","label":"Grievance form","value":"https://www.hioscar.com/member/grievances/","purposes":["claim_denial","poor_service","billing_error"],"notes":"The form page needs JavaScript; its fields could not be read automatically.","source":"https://www.hioscar.com/forms","last_verified":"2026-10-12"},{"id":"fl-appeals-mail","type":"mail","label":"Oscar grievances and appeals, Florida (Attn. Grievances)","value":"Oscar Insurance, Attn. Grievances, P.O. Box 52146, Phoenix, AZ 85072","purposes":["claim_denial","poor_service","billing_error"],"notes":"From the Florida grievance and appeal form. Fax 888-977-2062; email help@hioscar.com. Other states: check the Evidence of Coverage or the state forms page.","source":"https://cdn.sanity.io/files/jnbz686p/hioscar_production/382ef1433c60f8cb1c3b1259e8131d33ca2285de.pdf","last_verified":"2026-10-12"},{"id":"fl-appeal-form","type":"web_form","label":"Oscar grievance and appeal form, Florida (PDF)","value":"https://cdn.sanity.io/files/jnbz686p/hioscar_production/382ef1433c60f8cb1c3b1259e8131d33ca2285de.pdf","purposes":["claim_denial","poor_service"],"notes":"Linked as \"Oscar Grievance Static Form\" on the Florida forms page. Completing the form is optional; a letter works too.","source":"https://www.hioscar.com/forms/2025/fl","last_verified":"2026-10-12"},{"id":"forms-phone","type":"phone","label":"Help finding forms","value":"+1-855-672-2788","source":"https://www.hioscar.com/forms","last_verified":"2026-10-12"},{"id":"forms-page","type":"web_form","label":"Oscar forms (grievance form, prescription reimbursement, member rights)","value":"https://www.hioscar.com/forms","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.hioscar.com/forms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone","note":"Or message the Care Team in the Oscar account."},{"rung":"written_complaint","channel":"grievance-form","note":"Internal grievance or appeal."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for individual and family plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Ask the Care Team for the reason, file a grievance or appeal, then ask for external review through the state.","evidence":["EOB or denial letter","member ID card","medical records","provider letter of medical necessity"],"steps":[{"do":"Read the EOB in your account. Ask the Care Team by message or phone for the reason, the appeal deadline and the appeal address.","channel":"account-message"},{"do":"File the grievance or appeal in writing as the denial letter instructs. Florida members can mail, fax or email the grievance and appeal form.","channel":"fl-appeals-mail"},{"do":"For an urgent appeal where there is imminent danger to life, limb or health, call 855-672-2755.","channel":"member-services-phone"},{"do":"After the final internal denial, ask for external review through your state insurance department."}],"facts":[{"kind":"process","claim":"Oscar's Florida grievance and appeal form says completing the form is optional, lists mail, fax and email for submission, and tells members with an urgent appeal or grievance involving imminent danger to life, limb or health to call 855-672-2755.","issues":["claim_denial"],"source":"https://cdn.sanity.io/files/jnbz686p/hioscar_production/382ef1433c60f8cb1c3b1259e8131d33ca2285de.pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the bill with the EOB, then ask the Care Team.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB in your account.","channel":"account-message"},{"do":"Call or message the Care Team about the difference. Ask the provider to rebill to the EOB amount.","channel":"member-services-phone"},{"do":"If it is not fixed, file a grievance.","channel":"grievance-form"}],"facts":[{"kind":"contact","claim":"Oscar tells members with EOB questions to call the Care Team at (855) 672-2755 or message the Care Team through the account.","issues":["billing_error"],"source":"https://www.hioscar.com/for-members/faqs","last_verified":"2026-10-12"}]},{"issue":"surprise_medical_bill","summary":"Contact Oscar right away, compare the bill with the EOB, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility.","channel":"account-message"},{"do":"Contact the Care Team right away.","channel":"member-services-phone"},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}],"facts":[{"kind":"process","claim":"Oscar says that if lab work is sent to a lab other than BioReference, LabCorp or Quest Diagnostics, members should contact Oscar right away for help, to avoid a surprise bill.","issues":["surprise_medical_bill"],"source":"https://www.hioscar.com/for-members/faqs","last_verified":"2026-10-12"}]}],"known_blockers":["Oscar publishes appeal deadlines in each plan's Evidence of Coverage; only the Florida grievance and appeal address was confirmed.","EOBs and Care Team messages need an Oscar account login."],"notes":"Oscar sells individual and family (IFP) plans on and off the exchange in several states, plus employer products. Appeal rules and external review depend on the state.","official_domains":["hioscar.com"],"security":{"report_phishing":[{"id":"siu-email","type":"email","label":"Oscar Special Investigation Unit (report suspected fraud, waste and abuse)","value":"Fraud@hioscar.com","source":"https://www.hioscar.com/compliance","last_verified":"2026-10-12"},{"id":"compliance-hotline","type":"phone","label":"Oscar Compliance and fraud hotline","value":"+1-844-392-7589","notes":"Reports can be anonymous.","source":"https://www.hioscar.com/compliance","last_verified":"2026-10-12"},{"id":"online-report","type":"web_form","label":"Oscar online compliance and fraud report (hosted by EthicsPoint)","value":"https://secure.ethicspoint.com/domain/media/en/gui/66399/index.html","access":"open","source":"https://www.hioscar.com/compliance","last_verified":"2026-10-12"}]}},{"id":"unitedhealthcare","name":"UnitedHealthcare","aliases":["uhc","united healthcare","united health care","unitedhealth group","myuhc","uhc community plan","aarp medicare plans"],"sector":"insurance_health","parent":"UnitedHealth Group","website":"https://www.uhc.com","account_url":"https://www.uhc.com/sign-in","regulators":["dol-ebsa","cms-no-surprises"],"channels":[{"id":"member-services-phone","type":"phone","label":"Members with a plan through work (employer plans)","value":"+1-866-801-4409","purposes":["claim_denial","claim_delay","billing_error","surprise_medical_bill","poor_service"],"notes":"TTY 711. The number on the back of the member ID card takes precedence. Individual and family, Medicare and Community Plan members use plan- and state-specific numbers on the contact page.","source":"https://www.uhc.com/contact-us","last_verified":"2026-10-12"},{"id":"appeals-form","type":"web_form","label":"Member appeal, grievance or ERISA document request form (online)","value":"https://memberforms.uhc.com/Memberappealsandgrievances.html","purposes":["claim_denial","billing_error","poor_service"],"access":"open","notes":"Covers Empire Plan, UHC West, Oxford and all other employer and individual plans; not for behavioral health, dental or vision except individual and family plans. One form per claim or authorization. Needs email and phone verification. Uploads up to 25 MB.","source":"https://memberforms.uhc.com/Memberappealsandgrievances.html","last_verified":"2026-10-12"},{"id":"appeals-mail","type":"mail","label":"Written appeals (employer and individual plans that use the standard address)","value":"UnitedHealthcare Member Inquiry/Appeals, P.O. Box 740816, Atlanta, GA 30374-0816","purposes":["claim_denial","billing_error"],"notes":"Some plans (for example the Empire Plan) use other addresses. Check the denial letter or EOB first. You don't need to send EOBs.","source":"https://member.uhc.com/myuhc/content/campaigns/myuhc-2-0/medical-appeals-grievances/address-rights-information/appeals-custom-address/jcr:content/par.html","last_verified":"2026-10-12"},{"id":"appeals-page","type":"web_form","label":"Your appeal and grievance rights (member site)","value":"https://member.uhc.com/myuhc/claims/appeal-grievance-rights","purposes":["claim_denial"],"source":"https://member.uhc.com/myuhc/claims/appeal-grievance-rights","last_verified":"2026-10-12"},{"id":"medicare-appeals-page","type":"web_form","label":"Medicare Advantage appeals and grievances","value":"https://www.uhc.com/medicare/resources/ma-pdp-information-forms/medicare-appeal.html","purposes":["claim_denial","poor_service"],"source":"https://www.uhc.com/medicare/resources/ma-pdp-information-forms/medicare-appeal.html","last_verified":"2026-10-12"},{"id":"medicare-appeals-mail","type":"mail","label":"Medicare Advantage appeals and grievances department (address in 2024 Evidence of Coverage documents)","value":"UnitedHealthcare Appeals and Grievances Department, P.O. Box 6106, MS CA124-0157, Cypress, CA 90630-0016","purposes":["claim_denial"],"notes":"Listed in several 2024 AARP Medicare Advantage and UHC Medicare Advantage Evidence of Coverage documents; confirm in your plan's current EOC. Expedited appeal fax 1-866-373-1081. Part D appeals: P.O. Box 6106, MS CA124-0197, Cypress, CA 90630-0016; fax 1-866-308-6294 (standard) or 1-866-308-6296 (expedited).","source":"https://www.uhc.com/medicare/alphadog/AAMN24LP0126254_000","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Contact UnitedHealthcare (numbers by plan type and state)","value":"https://www.uhc.com/contact-us","purposes":["claim_denial","claim_delay","billing_error","poor_service"],"notes":"Linked from the UnitedHealth Group contact page for people without a member ID card.","source":"https://www.unitedhealthgroup.com/contact-us.html","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Review claims and EOBs (member login)","value":"https://member.uhc.com/claims-and-accounts/claims","purposes":["claim_delay","claim_denial","billing_error","surprise_medical_bill"],"access":"login","source":"https://www.unitedhealthgroup.com/contact-us.html","last_verified":"2026-10-12"},{"id":"uhg-phone","type":"phone","label":"UnitedHealth Group general line (not member services)","value":"+1-800-328-5979","notes":"UnitedHealth Group tells health plan members to call the number on the member ID card.","source":"https://www.unitedhealthgroup.com/contact-us.html","last_verified":"2026-10-12"},{"id":"uhg-mail","type":"mail","label":"UnitedHealth Group corporate mailing address (not an appeals address)","value":"UnitedHealth Group, P.O. Box 1459, Minneapolis, MN 55440-1459","source":"https://www.unitedhealthgroup.com/contact-us.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone","note":"Call the member services number on the back of the member ID card."},{"rung":"written_complaint","channel":"appeals-form","note":"Internal appeal or grievance online, or by mail to the address on the denial letter or EOB."},{"rung":"state_agency","agency_kind":"insurance_department","note":"External review for fully insured plans; complaint to the state."},{"rung":"regulator","regulator":"dol-ebsa","note":"Employer self-funded (ERISA) plans."},{"rung":"regulator","regulator":"cms-no-surprises","note":"Surprise bills under the No Surprises Act."}],"playbooks":[{"issue":"claim_denial","summary":"Appeal within 180 days of the denial (most plans) online or by mail, then ask for external review. Medicare Advantage members have 65 days.","evidence":["denial letter or EOB","member ID card","medical records","provider letter of medical necessity","receipts"],"steps":[{"do":"Log in and download the EOB for the denied claim.","channel":"claim-status"},{"do":"Call the number on the member ID card. Ask for the denial reason, the appeal deadline, the appeal address and a free copy of the documents relevant to the claim.","channel":"member-services-phone"},{"do":"File the appeal with the online form (one form per claim), or mail it to the address on the denial letter or EOB. Attach receipts and records; EOBs are not needed.","channel":"appeals-form"},{"do":"Medicare Advantage members file within 65 days at the Medicare appeals page or the address in the plan's Evidence of Coverage. Ask for an expedited appeal if waiting could seriously harm health.","channel":"medicare-appeals-page"},{"do":"After the final internal denial, ask for external review through the state insurance department (fully insured plans) or the plan's process. For employer self-funded plans, contact the Department of Labor if the plan does not follow the rules.","regulator":"dol-ebsa"}],"facts":[{"kind":"deadline","claim":"UnitedHealthcare says most plans allow 180 days from receipt of the claim denial to submit an appeal; check your plan document for your appeal rights.","issues":["claim_denial"],"source":"https://member.uhc.com/myuhc/content/campaigns/myuhc-2-0/medical-appeals-grievances/address-rights-information/appeals-custom-address/jcr:content/par.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For UnitedHealthcare of California plans, a grievance may be submitted within 180 calendar days following the incident; UnitedHealthcare acknowledges it within 5 calendar days, answers within 30 calendar days for a standard review, and decides urgent problems within 3 calendar days.","issues":["claim_denial","poor_service"],"source":"https://memberforms.uhc.com/Memberappealsandgrievances.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For UnitedHealthcare Medicare Advantage plans, you may file an appeal within 65 calendar days of the date of the notice of the initial organization determination, and a grievance within 60 calendar days of the circumstance. Expedited Part C pre-service appeals are decided within 72 hours.","issues":["claim_denial"],"source":"https://www.uhc.com/medicare/resources/ma-pdp-information-forms/medicare-appeal.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Compare the provider bill with the EOB, then call member services.","evidence":["provider bill","EOB","member ID card"],"steps":[{"do":"Compare the provider bill with the EOB.","channel":"claim-status"},{"do":"Call the number on the member ID card about a claim processed wrongly. Ask the provider to rebill to the EOB amount."},{"do":"If it is not fixed, file an appeal or grievance with the online form.","channel":"appeals-form"}]},{"issue":"surprise_medical_bill","summary":"Compare the bill with the EOB, tell UnitedHealthcare and the provider, then contact the CMS help desk.","evidence":["the bill","EOB","member ID card"],"steps":[{"do":"Compare the bill with the EOB. Note whether it was emergency care or care at an in-network facility.","channel":"claim-status"},{"do":"Tell UnitedHealthcare (number on the ID card) and the provider that the bill may be a surprise bill."},{"do":"Contact the CMS No Surprises Help Desk.","regulator":"cms-no-surprises"}]}],"facts":[{"kind":"contact","claim":"UnitedHealth Group tells health plan members to call the number on their health plan ID card, and people without an ID card to use the Contact UnitedHealthcare page.","source":"https://www.unitedhealthgroup.com/contact-us.html","last_verified":"2026-10-12"}],"known_blockers":["uhc.com and member.uhc.com return 403 to automated page readers; most values come from official-domain search results. The online appeal form (memberforms.uhc.com) is readable.","Member phone numbers and appeal addresses are plan-specific; use the ID card and the denial letter. The Medicare appeal address comes from 2024 plan documents.","The online appeal form needs email and phone verification codes, which an agent cannot receive without the member.","Claims and EOBs need a member login."],"notes":"UnitedHealthcare is the health benefits business of UnitedHealth Group. The UnitedHealthcare Medicare Solutions and Community Plan (Medicaid) sites redirect to uhc.com; AARP Medicare plan pages tell members to call the number on the back of the member ID card. Medicare and Medicaid plans have their own appeal rules.","official_domains":["uhc.com","unitedhealthgroup.com"]},{"id":"allstate","name":"Allstate","aliases":["allstate insurance","allstate insurance company","the allstate corporation","1-800-allstate"],"sector":"insurance_property","website":"https://www.allstate.com","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"Claims (1-800-ALLSTATE), auto, property and boat","value":"+1-800-255-7828","purposes":["claim_denial","claim_delay"],"access":"open","notes":"Non-customers can also call this number to file a claim, or create a guest account to track an existing claim.","source":"https://www.allstate.com/help-support/claims","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Call center (coverage, policy and billing questions)","value":"+1-800-726-6033","hours":"24/7","purposes":["bill_increase","billing_error","cancel_service","poor_service"],"notes":"Help in English and Spanish.","source":"https://www.allstate.com/help-support/contact/call-center","last_verified":"2026-10-12"},{"id":"catastrophe-claims-phone","type":"phone","label":"Catastrophe claim status (1-800-54-STORM)","value":"+1-800-547-8676","hours":"Regular business hours","purposes":["claim_delay"],"notes":"Have the claim or policy number ready.","source":"https://www.allstate.com/resources/allstate/attachments/tools-and-resources/cat-auto-claims-brochure.pdf","last_verified":"2026-10-12"},{"id":"billing-phone","type":"phone","label":"Pay by phone","value":"+1-800-901-1732","purposes":["billing_error"],"source":"https://www.allstate.com/help-support/billing-payments/faqs","last_verified":"2026-10-12"},{"id":"missed-payment-phone","type":"phone","label":"Help with a missed or late payment","value":"+1-866-998-8388","purposes":["billing_error","cancel_service"],"source":"https://www.allstate.com/help-support/billing-payments/faqs","last_verified":"2026-10-12"},{"id":"claims-online","type":"portal","label":"File or track a claim (My Account, MyClaim or the Allstate app)","value":"https://www.allstate.com/claims/file-track","purposes":["claim_delay","claim_denial"],"access":"login","notes":"Messages to the claims contact go through MyClaim. Non-customers can use a guest account.","source":"https://www.allstate.com/claims/file-track","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Contact Allstate (email, chat, find an agent)","value":"https://www.allstate.com/help-support/contact","purposes":["poor_service","claim_denial","claim_delay","billing_error"],"notes":"Allstate publishes no separate complaint form; email and chat are on this page.","source":"https://www.allstate.com/help-support/contact","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Allstate corporate mailing address","value":"Allstate, 3100 Sanders Road, Northbrook, IL 60062","purposes":["claim_denial","poor_service"],"source":"https://www.allstate.com/help-support/contact","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned claim representative through MyClaim."},{"rung":"supervisor","note":"Ask for the claim representative's manager."},{"rung":"written_complaint","channel":"contact-page","note":"Email, or a letter to the Northbrook address. Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Allstate auto policy form ACR65 gives both sides a right to demand an appraisal of the loss. Check your own policy form."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Raise the disagreement with the claim representative, then demand appraisal for an amount dispute, then complain to the state.","evidence":["claim number","denial or estimate","policy and declarations page","photos","contractor or shop estimates","receipts"],"steps":[{"do":"Contact the claim representative with your concerns and your own estimate. Ask for the reason and the policy language in writing.","channel":"claims-online"},{"do":"Call the claims line and ask for the representative's manager if the answer does not change.","channel":"claims-phone"},{"do":"If you disagree only about the amount of the loss, demand an appraisal in writing under the policy's appraisal provision."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"Allstate's claims FAQ says that if you don't agree with your claim representative's estimate, contact the representative with your concerns and they will work with you to find a fair solution.","issues":["claim_denial"],"source":"https://www.allstate.com/help-support/claims/faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Allstate auto policy form ACR65 says both you and Allstate have a right to demand an appraisal of the loss. Each side appoints and pays its own appraiser, other appraisal expenses are shared equally, and a written agreement by any two of the two appraisers and the umpire sets the amount of the loss.","issues":["claim_denial"],"source":"https://delivery.contenthub.allstate.com/api/public/content/38851f2b3df1434da7b70f636ab3b40b?v=332a3763","last_verified":"2026-10-12"},{"kind":"policy","claim":"Allstate's claims FAQ describes depreciation as a deduction from the settlement amount based on the item's age, condition and current market value.","issues":["claim_denial"],"source":"https://www.allstate.com/help-support/claims/faqs","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Track the claim and message the claims contact in MyClaim, then call the claims line, then the state.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Track the claim and message the claims contact in MyClaim or the app.","channel":"claims-online"},{"do":"Call 1-800-ALLSTATE. For a catastrophe claim, call 1-800-54-STORM during business hours.","channel":"claims-phone"},{"do":"File a complaint with your state insurance department if the claim still does not move."}]},{"issue":"bill_increase","summary":"Ask the call center or agent what changed and which discounts or deductibles apply.","evidence":["prior declarations page","renewal declarations page"],"steps":[{"do":"Compare the old and new declarations pages."},{"do":"Call the call center or your agent. Ask what changed and what discounts or deductible changes are available.","channel":"customer-service-phone"}]}],"known_blockers":["allstate.com timed out for automated page readers on 2026-10-12; values come from official-domain search results and an Allstate policy PDF.","MyClaim messages and claim tracking need sign-in or a guest account.","No dedicated complaint form or complaint address."],"notes":"Allstate auto policy form ACR65 names Northbrook, Illinois as the home office. Identity theft and fraud claims use 855-821-2331; business insurance support uses 833-250-9900.","official_domains":["allstate.com"]},{"id":"american-family","name":"American Family Insurance","aliases":["amfam","american family","american family mutual insurance company","myamfam"],"sector":"insurance_property","website":"https://www.amfam.com","account_url":"https://myaccount.amfam.com/login","regulators":[],"channels":[{"id":"customer-service-phone","type":"phone","label":"1-800-MYAMFAM (service, billing and 24/7 claims)","value":"+1-800-692-6326","hours":"Claims and automated pay-by-phone 24/7; live billing and service Mon-Fri 7 AM-8 PM CT, Sat 8 AM-8 PM CT","purposes":["claim_denial","claim_delay","bill_increase","billing_error","cancel_service","poor_service"],"access":"open","source":"https://www.amfam.com/contact","last_verified":"2026-10-12"},{"id":"claims-online","type":"portal","label":"File and track a claim in My Account or the MyAmFam app","value":"https://myaccount.amfam.com/login","purposes":["claim_delay","claim_denial"],"access":"login","source":"https://www.amfam.com/claims/file-your-claim","last_verified":"2026-10-12"},{"id":"guest-claim","type":"web_form","label":"File a guest claim (without signing in)","value":"https://www.amfam.com/claims/guest-file-your-claim","source":"https://www.amfam.com/claims/file-your-claim","last_verified":"2026-10-12"},{"id":"auto-claim-online","type":"web_form","label":"File an auto claim","value":"https://file-claim.amfam.com/identification/search","source":"https://www.amfam.com/contact-us","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat online","value":"https://chat-ui.amfam.com/","source":"https://www.amfam.com/contact-us","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Consumer Affairs feedback form","value":"https://www.amfam.com/customer/forms/consumer-affairs","purposes":["claim_denial","claim_delay","poor_service","billing_error"],"notes":"Asks for comments or concerns and a requested resolution, plus policy number, agent, claim adjuster and claim number. Response by phone, mail or email within 10 business days. On 2026-10-12 the page said the form was temporarily unavailable.","source":"https://www.amfam.com/customer/forms/consumer-affairs","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"American Family Insurance headquarters (Consumer Affairs alternate contact)","value":"American Family Insurance, 6000 American Parkway, Madison, WI 53783","purposes":["claim_denial","claim_delay","poor_service"],"source":"https://www.amfam.com/customer/forms/consumer-affairs","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone","note":"Or the claim adjuster or local agent."},{"rung":"supervisor","note":"Ask for the claim adjuster's supervisor."},{"rung":"written_complaint","channel":"complaint-form","note":"Consumer Affairs. If the form is unavailable, write to the Madison address. Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Many policies have an appraisal clause for disputes about the amount of a loss. Check the policy."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Ask the adjuster for the reason in writing, then file with Consumer Affairs and the state insurance department.","evidence":["claim number","policy number","adjuster name","denial letter","photos","estimates","receipts"],"steps":[{"do":"Ask the claim adjuster for the denial reason and the policy language in writing.","channel":"customer-service-phone"},{"do":"Send a Consumer Affairs request with the claim number, adjuster name, your concerns and the resolution you want. Expect a reply within 10 business days.","channel":"complaint-form"},{"do":"If the form is unavailable, mail the same request to the headquarters address.","channel":"complaint-mail"},{"do":"If you disagree only about the amount, check the policy for an appraisal provision."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"American Family says Consumer Affairs responds by phone, U.S. mail or email within 10 business days, Monday to Friday except holidays.","issues":["claim_denial","claim_delay"],"source":"https://www.amfam.com/customer/forms/consumer-affairs","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Track the claim in My Account, call 1-800-MYAMFAM, then use Consumer Affairs.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Track the claim status in My Account or the MyAmFam app and send what is missing.","channel":"claims-online"},{"do":"Call 1-800-MYAMFAM and ask for the adjuster or a supervisor.","channel":"customer-service-phone"},{"do":"Send a Consumer Affairs request if the claim still does not move.","channel":"complaint-form"},{"do":"File a complaint with your state insurance department."}]},{"issue":"bill_increase","summary":"Ask the agent or 1-800-MYAMFAM what changed and which discounts apply.","evidence":["prior declarations page","renewal declarations page"],"steps":[{"do":"Compare the old and new declarations pages."},{"do":"Ask the agent or customer service to explain the change and to review discounts and deductibles.","channel":"customer-service-phone"}]}],"facts":[{"kind":"process","claim":"For most claims American Family asks for the date and time of the event, a brief description, photos of the damage, and other parties' insurance and contact details.","issues":["claim_delay"],"source":"https://www.amfam.com/resources/faqs/claims-insurance","last_verified":"2026-10-12"}],"known_blockers":["Filing and tracking a claim online needs sign-in, except the guest claim form.","The Consumer Affairs form was temporarily unavailable on 2026-10-12."],"notes":"American Family Mutual Insurance Company, S.I. is named on amfam.com. Policies are often serviced by a local agent.","official_domains":["amfam.com","afics.com"],"security":{"report_phishing":[{"id":"siu-phone","type":"phone","label":"American Family Special Investigation Unit (report claim fraud)","value":"+1-608-242-4100 ext. 29510","source":"https://www.amfam.com/contact","last_verified":"2026-10-12"},{"id":"siu-email","type":"email","label":"American Family Special Investigation Unit email (report claim fraud)","value":"askSIU@afics.com","source":"https://www.amfam.com/contact","last_verified":"2026-10-12"}]}},{"id":"farmers","name":"Farmers Insurance","aliases":["farmers","farmers insurance group","farmers insurance exchange","fire insurance exchange","truck insurance exchange","farmers groupselect"],"sector":"insurance_property","parent":"Farmers Group, Inc. (attorney-in-fact for the Farmers Exchanges)","website":"https://www.farmers.com","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"Farmers Claims Call Center","value":"+1-800-435-7764","hours":"24/7","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.farmers.com/contact-us/","last_verified":"2026-10-12"},{"id":"claims-phone-spanish","type":"phone","label":"Claims in Spanish","value":"+1-877-732-5266","source":"https://www.farmers.com/contact-us/","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Farmers Customer Care Center (service, billing, cancellation)","value":"+1-888-327-6335","hours":"Mon-Fri 7:00 a.m.-11:00 p.m. CST; Sat-Sun 8:00 a.m.-8:00 p.m. CST","purposes":["bill_increase","billing_error","cancel_service","poor_service"],"source":"https://www.farmers.com/contact-us/","last_verified":"2026-10-12"},{"id":"groupselect-phone","type":"phone","label":"Farmers GroupSelect auto and home (24/7 claim reporting)","value":"+1-800-854-6011","hours":"24/7","purposes":["claim_denial","claim_delay"],"source":"https://www.farmers.com/contact-us/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Main line shown in the site header","value":"+1-844-557-1662","source":"https://www.farmers.com/claims/","last_verified":"2026-10-12"},{"id":"tty","type":"phone","label":"Telecommunications Relay Service for hearing or speech disability","value":"711","source":"https://www.farmers.com/contact-us/","last_verified":"2026-10-12"},{"id":"claims-online","type":"web_form","label":"Report a claim online","value":"https://www.farmers.com/claims/efnol-landing/","notes":"Needs the policy number.","source":"https://www.farmers.com/claims/","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"View claim status, letters and payments, and upload documents","value":"https://www.farmers.com/claims/cmp-landing/","purposes":["claim_delay","claim_denial"],"access":"login","source":"https://www.farmers.com/claims/home-insurance-claims/","last_verified":"2026-10-12"},{"id":"find-claims-rep","type":"web_form","label":"Find my claims representative","value":"https://claims.farmers.com/claimportal/findrep?SO=01","purposes":["claim_delay","claim_denial"],"source":"https://www.farmers.com/claims/","last_verified":"2026-10-12"},{"id":"customer-service-mail","type":"mail","label":"Customer service mailing address","value":"Farmers Insurance, 6301 Owensmouth Ave, Woodland Hills, CA 91367","purposes":["claim_denial","poor_service","billing_error"],"notes":"Farmers publishes no separate complaint address. Use this address for a written complaint and include the policy and claim numbers.","source":"https://www.farmers.com/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned Farmers claims representative or the local agent."},{"rung":"supervisor","note":"Ask for the claims representative's supervisor."},{"rung":"written_complaint","channel":"customer-service-mail","note":"Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Many policies have an appraisal clause for disputes about the amount of a loss. Check the policy."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Read the claim letters in the portal, dispute with the claims representative, then write to Farmers and the state insurance department.","evidence":["claim number","policy number","claim letters","photos","estimates","receipts"],"steps":[{"do":"Download the claim letters in the claim portal. Ask the claims representative for the policy language behind the decision.","channel":"claim-status"},{"do":"Call the Claims Call Center and ask for a review by the representative's supervisor. Give any new evidence.","channel":"claims-phone"},{"do":"Send a written complaint to the customer service address with the claim number and evidence.","channel":"customer-service-mail"},{"do":"If you disagree only about the amount, check the policy for an appraisal provision."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"The Farmers claim portal lets you upload receipts or documents, view payments and claim letters, and track claim status.","issues":["claim_denial","claim_delay"],"source":"https://www.farmers.com/claims/home-insurance-claims/","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Find the assigned representative, upload what is missing, then escalate.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Check the claim status and upload missing documents in the portal.","channel":"claim-status"},{"do":"Find and contact the assigned claims representative. Ask what is still needed and when a decision is due.","channel":"find-claims-rep"},{"do":"Call the Claims Call Center and ask for a supervisor if the representative does not answer.","channel":"claims-phone"},{"do":"File a complaint with your state insurance department if the claim still does not move."}],"facts":[{"kind":"process","claim":"After a claim is filed, a Farmers claim representative contacts the customer to talk through the events and explain coverages and next steps.","issues":["claim_delay"],"source":"https://www.farmers.com/claims/home-insurance-claims/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Review limits, deductibles and discounts with the agent or the Customer Care Center.","evidence":["prior declarations page","renewal declarations page"],"steps":[{"do":"Compare the old and new declarations pages."},{"do":"Ask the agent or Customer Care Center about higher deductibles and discounts for bundling, automatic payment and the Signal driving app.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Farmers attributes car insurance rate increases to inflation and repair costs, more accidents and injuries, healthcare costs, severe weather and crime, and says higher deductibles can mean lower premiums.","issues":["bill_increase"],"source":"https://www.farmers.com/learn/insurance-questions/why-did-my-car-insurance-rates-change/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Farmers attributes homeowners premium increases to construction costs, labor shortages, supply chain bottlenecks and more frequent natural disasters.","issues":["bill_increase"],"source":"https://www.farmers.com/learn/insurance-questions/why-do-homeowners-coverage-increase/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To cancel a Farmers policy, contact your agent. If you have no agent, call the service line 888-327-6335.","issues":["cancel_service"],"source":"https://www.farmers.com/faq/","last_verified":"2026-10-12"}],"known_blockers":["Claim status, letters and uploads need sign-in to the claim portal.","Farmers publishes no complaint form or complaint email; only a customer service postal address.","Many policies are serviced by a local Farmers agent."],"notes":"Farmers Insurance Exchange, Fire Insurance Exchange and Truck Insurance Exchange are reciprocal insurers owned by their policyholders. Farmers Group, Inc. and its subsidiaries manage them as attorneys-in-fact. Farmers GroupSelect auto and home has its own line.","official_domains":["farmers.com"],"security":{"known_scams":[{"kind":"policy","claim":"In a 2011 warning, Farmers said scammers mail letters with fake Farmers checks (for example for a prize draw or a mystery shopper job) and ask the recipient to cash the check and send a large part of the money back for fees, taxes or other charges. The check bounces.","source":"https://newsroom.farmers.com/2011-08-01-Farmers-Insurance-Issues-a-Warning-The-Check-You-Just-Got-in-the-Mail-Could-be-a-Scam-Dont-be-Fooled","last_verified":"2026-10-12"}]}},{"id":"geico","name":"GEICO","aliases":["geico insurance","government employees insurance company","geico auto insurance"],"sector":"insurance_property","parent":"Berkshire Hathaway Inc.","website":"https://www.geico.com","account_url":"https://ecams.geico.com/ecams/login","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"Auto, motorcycle, ATV and RV claims (and all other GEICO policy claims)","value":"+1-800-841-3000","hours":"24/7","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.geico.com/claims/claimsprocess/handling-your-claim/","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Sales and service","value":"+1-800-207-7847","purposes":["bill_increase","billing_error","cancel_service","poor_service"],"notes":"GEICO says hold times are longer than usual and recommends geico.com or the GEICO Mobile app.","source":"https://www.geico.com/contact-us/phone/","last_verified":"2026-10-12"},{"id":"property-phone","type":"phone","label":"Property insurance (homeowners, renters, condo/co-op, mobile home, flood) service","value":"+1-800-241-8098","notes":"Home, renters and condo policies are placed with partner insurers. Claims go to the partner insurer; see the partner claims contacts page.","source":"https://www.geico.com/contact-us/phone/","last_verified":"2026-10-12"},{"id":"roadside-phone","type":"phone","label":"Emergency roadside service","value":"+1-800-424-3426","source":"https://www.geico.com/contact-us/phone/","last_verified":"2026-10-12"},{"id":"claims-online","type":"web_form","label":"Report a claim online","value":"https://claims.geico.com/ReportClaim","source":"https://www.geico.com/contact-us/","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Track a GEICO claim and message the adjuster","value":"https://claims.geico.com/ClaimsExpress/Locate","purposes":["claim_delay","claim_denial"],"access":"login","source":"https://www.geico.com/contact-us/","last_verified":"2026-10-12"},{"id":"partner-claims-contacts","type":"web_form","label":"Claim phone numbers for policies written by GEICO partner insurers (home, renters, condo, flood, boat, business)","value":"https://www.geico.com/claims/claimsprocess/partner-claims-contacts/","purposes":["claim_denial","claim_delay"],"access":"open","notes":"A reference page, not a form. Find the insurer named on the policy and call its claim line.","source":"https://www.geico.com/claims/claimsprocess/partner-claims-contacts/","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Email customer service (topics include claim status and \"Your experience with GEICO\")","value":"https://www.geico.com/contact-us/email/","purposes":["poor_service","claim_delay","claim_denial","billing_error"],"access":"login","notes":"Current customers log in to send a secure message. GEICO publishes no separate complaint form or mailing address.","source":"https://www.geico.com/contact-us/email/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned adjuster through the claim portal."},{"rung":"supervisor","note":"Ask for the adjuster's supervisor."},{"rung":"written_complaint","channel":"contact-form","note":"Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Appraisal or arbitration for disputes about the amount of a loss, depending on the policy and state rules."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Dispute with the adjuster in writing, ask for a re-evaluation with evidence, then appraisal and the state insurance department.","evidence":["claim number","denial or valuation letter","policy and declarations page","photos","repair estimates","comparable vehicle listings for a total loss"],"steps":[{"do":"For a home, renters or condo claim, confirm which partner insurer wrote the policy. That insurer, not GEICO, decides the claim.","channel":"partner-claims-contacts"},{"do":"Ask the adjuster in writing, through the claim portal, for the reason and the policy language. For a total loss, ask for the valuation report and the comparable vehicles used.","channel":"claim-status"},{"do":"Send your own evidence and ask for a re-evaluation."},{"do":"If you still disagree about the amount, check the policy for an appraisal provision and invoke it."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"GEICO bases a total-loss actual cash value on factors that include recent sales prices of similar vehicles in your area, mileage, features, add-ons, modifications and prior damage. It tells customers to ask the assigned adjuster about their state's total-loss rules.","issues":["claim_denial"],"source":"https://www.geico.com/claims/claimsprocess/total-loss-process/","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Use the claim portal to reach the adjuster, then call the claims line and escalate to a supervisor and the state.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Check the claim status and message the assigned adjuster in the claim portal. Ask what is still needed.","channel":"claim-status"},{"do":"Call the claims line and ask for the adjuster's supervisor if there is no answer.","channel":"claims-phone"},{"do":"File a complaint with your state insurance department if the claim still does not move."}],"facts":[{"kind":"process","claim":"GEICO states that a claim may be settled in as little as 48 hours, and that a drivable car is usually scheduled for inspection within 24 hours.","issues":["claim_delay"],"source":"https://www.geico.com/claims/claimsprocess/handling-your-claim/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Find what changed at renewal, then review coverage and discounts online or with service.","evidence":["prior declarations page","renewal declarations page","list of recent claims or violations"],"steps":[{"do":"Log in and compare coverages, drivers, vehicles and discounts with the prior term."},{"do":"Ask service which discount changed or which claim or violation affected the rate. Ask about telematics, multi-car, good student and bundling discounts.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"GEICO lists changes in coverage, lost safe-driving discounts after a violation or accident, at-fault accident claims, multiple comprehensive claims, moving, adding a newly licensed driver, and a new car as reasons a rate can increase at renewal.","issues":["bill_increase"],"source":"https://www.geico.com/information/faq/rate-increase/","last_verified":"2026-10-12"}]}],"known_blockers":["Claim tracking and secure messages need sign-in.","GEICO homeowners, renters, condo and flood policies are written by partner insurers; GEICO cannot decide those claims.","Phone hold times are long; GEICO steers customers to the app and website."],"notes":"GEICO is an indirect wholly owned subsidiary of Berkshire Hathaway Inc. It writes auto coverage itself. Home, renters, condo, flood, boat and many business policies sold by GEICO are written by partner insurers listed on its partner claims contacts page.","official_domains":["geico.com"],"security":{"never_asks":[{"kind":"policy","claim":"GEICO employees will never ask for your 2-Step Verification code.","source":"https://www.geico.com/about/fraud-awareness/phishing-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"GEICO says it won't text or call unexpectedly asking for sensitive details, and its texts only link directly to its official website.","source":"https://www.geico.com/about/fraud-awareness/phishing-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake websites and phone numbers appear when people search online for GEICO's contact information. GEICO says not to give personal or payment information to them.","source":"https://www.geico.com/about/fraud-awareness/phishing-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send emails and texts that look like they come from GEICO, and spoof caller ID, sender names and website addresses.","source":"https://www.geico.com/about/fraud-awareness/phishing-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Letters announce a sweepstakes win, a paid mystery-shopper or customer service evaluation, or a car with a year of free insurance, and include fake checks tied to GEICO. GEICO says it is not affiliated with these offers, has not issued such checks, and will not honor them.","source":"https://www.geico.com/about/fraud-awareness/sweepstakes-scam/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify a contact with GEICO (customer service number on GEICO's phishing page)","value":"+1-800-207-7847","source":"https://www.geico.com/about/fraud-awareness/phishing-scams/","last_verified":"2026-10-12"}]}},{"id":"liberty-mutual","name":"Liberty Mutual","aliases":["liberty mutual insurance","liberty mutual group","libertymutual"],"sector":"insurance_property","website":"https://www.libertymutual.com","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"Claims support (personal auto and home)","value":"+1-800-225-2467","purposes":["claim_denial","claim_delay"],"access":"open","notes":"Online claim filing and tracking are available 24/7, 365 days a year.","source":"https://www.libertymutual.com/customer-support/claims-support","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Policy, billing or other service questions (and cancellations)","value":"+1-800-290-8711","purposes":["bill_increase","billing_error","cancel_service","poor_service"],"notes":"Customers who bought through an agency should contact the agent for extra support.","source":"https://www.libertymutual.com/customer-support","last_verified":"2026-10-12"},{"id":"claims-center","type":"portal","label":"Claims Center (file and track a claim)","value":"https://www.libertymutual.com/claims-center","purposes":["claim_delay","claim_denial"],"source":"https://www.libertymutual.com/customer-support","last_verified":"2026-10-12"},{"id":"small-business-claims-phone","type":"phone","label":"Small business claims (1-844-3-CLAIMS)","value":"+1-844-325-2467","hours":"24/7","source":"https://www.libertymutual.com/customer-support/claims-support","last_verified":"2026-10-12"},{"id":"corporate-contact","type":"mail","label":"Liberty Mutual Insurance headquarters","value":"Liberty Mutual Insurance, 175 Berkeley Street, Boston, MA 02116","purposes":["claim_denial","poor_service"],"notes":"Phone 617-357-9500. The corporate contact page also lists a Complaints link under general information and feedback.","source":"https://www.libertymutualgroup.com/about-lm/corporate-information/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned claims representative."},{"rung":"supervisor","note":"Ask for the claims representative's manager."},{"rung":"written_complaint","channel":"corporate-contact","note":"Use the Complaints link on the corporate contact page, or write to headquarters. Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department","note":"Liberty Mutual's state claim disclosures name the state insurance department for settlement disagreements."},{"rung":"arbitration","note":"Liberty Mutual says an insured who disagrees with its determination of the amount of loss can use the policy's appraisal provision."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Ask for the itemized valuation, dispute in writing, use appraisal for an amount dispute, then complain to the state.","evidence":["claim number","denial or settlement letter","itemized valuation","policy and declarations page","photos","estimates","comparable vehicle listings"],"steps":[{"do":"For a total loss, ask for the itemization of the evaluation. Read your state's claims disclosure on the Liberty Mutual site.","channel":"claims-center"},{"do":"Call claims support. Ask for the reason and the policy language in writing, and give your evidence.","channel":"claims-phone"},{"do":"If you disagree only about the amount of the loss, invoke the appraisal provision of the policy."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"policy","claim":"Liberty Mutual says that if you are its insured and disagree with its determination of the amount of loss, you are entitled to exercise the appraisal provision of your policy.","issues":["claim_denial"],"source":"https://www.libertymutual.com/claims-center/claims-third-party-faqs","last_verified":"2026-10-12"},{"kind":"deadline","claim":"In New Hampshire, if you disagree with a total-loss value, you can present evidence from 2 reliable sources within 15 days of receipt of the settlement payment that the vehicle had a higher cash value.","issues":["claim_denial"],"source":"https://www.libertymutual.com/claims-center/claims-faq/auto-claims-disclosures","last_verified":"2026-10-12"},{"kind":"contact","claim":"Liberty Mutual's property claims disclosures list the Texas Department of Insurance (800-252-3439) for Texas property claims.","issues":["claim_denial","claim_delay"],"source":"https://www.libertymutual.com/claims-center/claims-faq/property-claims-disclosures","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Track the claim online, call claims support, then the state insurance department.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Track the claim online and send what is missing.","channel":"claims-center"},{"do":"Call claims support and ask for the representative's manager if there is no progress.","channel":"claims-phone"},{"do":"File a complaint with your state insurance department."}]},{"issue":"bill_increase","summary":"Review the policy online, then ask service or the agent what changed.","evidence":["prior declarations page","renewal declarations page","billing transaction history"],"steps":[{"do":"Log in online and review the policy and Billing > Transaction History."},{"do":"Call service, or the agent for agency policies, to ask why the premium changed and which discounts apply.","channel":"customer-service-phone"}]}],"facts":[{"kind":"policy","claim":"Liberty Mutual says cancellation fees and process depend on your state's rules, and you can call 800-290-8711 anytime about cancelling.","issues":["cancel_service"],"source":"https://www.libertymutual.com/cancelling-your-policy","last_verified":"2026-10-12"}],"known_blockers":["libertymutual.com returned 403 to automated page readers on 2026-10-12; values come from official-domain search results.","Policy and claim tracking need sign-in.","Agency-sold policies are serviced through the agent."],"notes":"Liberty Mutual sells personal auto and home insurance directly and through agents. Claims disclosures and appraisal rules differ by state.","official_domains":["libertymutual.com","libertymutualgroup.com"]},{"id":"nationwide","name":"Nationwide","aliases":["nationwide insurance","nationwide mutual","nationwide mutual insurance company","harleysville","harleysville insurance"],"sector":"insurance_property","website":"https://www.nationwide.com","account_url":"https://www.nationwide.com/my-account-login","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"File a claim or reach the claims professional (auto and property)","value":"+1-800-421-3535","hours":"Anytime","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.nationwide.com/personal/contact/call-us/","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Auto and property insurance service","value":"+1-877-669-6877","purposes":["bill_increase","billing_error","cancel_service","poor_service"],"notes":"The same number is listed for sales, 9 a.m.-8 p.m. ET weekdays.","source":"https://www.nationwide.com/personal/contact/call-us/","last_verified":"2026-10-12"},{"id":"customer-relations-phone","type":"phone","label":"Office of Customer Relations","value":"+1-888-999-2018","hours":"8 a.m.-6 p.m. ET weekdays","purposes":["claim_denial","claim_delay","billing_error","poor_service"],"source":"https://www.nationwide.com/personal/about-us/customer-advocate/","last_verified":"2026-10-12"},{"id":"customer-relations-email","type":"email","label":"Office of Customer Relations email","value":"OCR@nationwide.com","purposes":["claim_denial","claim_delay","billing_error","poor_service"],"notes":"Customer Relations helps resolve concerns about a policy, a statement or a claim in any area of Nationwide.","source":"https://www.nationwide.com/personal/about-us/customer-advocate/","last_verified":"2026-10-12"},{"id":"harleysville-personal-phone","type":"phone","label":"Harleysville Personal Lines Service Center","value":"+1-888-772-6837","hours":"8 a.m.-5 p.m. ET weekdays","source":"https://www.nationwide.com/personal/contact/call-us/","last_verified":"2026-10-12"},{"id":"claims-online","type":"web_form","label":"File an auto claim online","value":"https://claimsselfservice.nationwide.com/claims/index.html#/file-claim","source":"https://www.nationwide.com/personal/contact/","last_verified":"2026-10-12"},{"id":"property-claims-online","type":"web_form","label":"File a homeowners, condo or renters claim online","value":"https://claimsservicing.nationwide.com/fileclaim/info/property-intro","notes":"Have the policy number, claim type (wind, water, fire, theft) and a description of the damage.","source":"https://www.nationwide.com/personal/insurance/claims/property-claims/","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Check the status of an auto, homeowners or renters claim","value":"https://claimsselfservice.nationwide.com/claims/index.html#/express-login","purposes":["claim_delay","claim_denial"],"access":"login","source":"https://www.nationwide.com/personal/insurance/claims/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned claims associate."},{"rung":"supervisor","note":"Ask for the claims associate's manager."},{"rung":"written_complaint","channel":"customer-relations-email","note":"Office of Customer Relations. Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Many policies have an appraisal clause for disputes about the amount of a loss. Check the policy."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Ask the claims associate for the reason in writing, then take it to the Office of Customer Relations and the state.","evidence":["claim number","policy number","denial letter","estimates and payment summaries from the portal","photos","receipts"],"steps":[{"do":"Log in and review the estimates and payment summaries. Ask the claims associate for the reason and the policy language.","channel":"claim-status"},{"do":"Call the claims line and ask for a review by the associate's manager.","channel":"claims-phone"},{"do":"Email the Office of Customer Relations with the claim number, the decision and your evidence.","channel":"customer-relations-email"},{"do":"If you disagree only about the amount, check the policy for an appraisal provision."},{"do":"File a complaint with your state insurance department."}]},{"issue":"claim_delay","summary":"Find the claims associate online or by phone, then escalate to Customer Relations.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Log in and open Claims under the policy to get the name and phone number of the claims professional. Upload missing photos and documents.","channel":"claim-status"},{"do":"Call the claims line if you cannot find the associate.","channel":"claims-phone"},{"do":"Contact the Office of Customer Relations if the claim still does not move.","channel":"customer-relations-phone"},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"contact","claim":"To get the name and phone number of the professional handling your claim, log in and click Claims under the policy, or call 1-800-421-3535.","issues":["claim_delay"],"source":"https://www.nationwide.com/personal/insurance/claims/faq/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Ask service or the agent what changed and what discounts apply.","evidence":["prior declarations page","renewal declarations page","recent claims and accidents"],"steps":[{"do":"Compare the old and new declarations pages and note any claim or accident in the term."},{"do":"Ask service why the premium changed and which discounts or deductible options apply.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Nationwide states that in most states you likely won't see your premium go up if someone else is to blame for an accident; in no-fault states an increase is possible, based on driving history, severity and fault.","issues":["bill_increase"],"source":"https://www.nationwide.com/personal/insurance/claims/faq/","last_verified":"2026-10-12"}]}],"known_blockers":["Claim status, estimates and the claims associate's contact details need sign-in.","The contact pages list two different roadside numbers; confirm on the ID card or in the app."],"notes":"Harleysville and Private Client policies have separate service lines on the call-us page. Business claims use 1-800-421-3535 as well.","official_domains":["nationwide.com"],"security":{"never_asks":[{"kind":"policy","claim":"Nationwide will never ask for your password, verification code or full Social Security number in an email or text message.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nationwide will never urgently demand payment or threaten to close your account.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nationwide will never ask you to click a suspicious link or download an attachment to verify your information.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers impersonate Nationwide to get people to share information or click malicious links. A message from an unknown or 10-digit number that claims to be Nationwide is a red flag.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Nationwide messages contain links that do not match official Nationwide or plan-specific websites.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators ask for confidential information by text, call or email. Their messages can show poor grammar, unusual formatting or a misspelled company name.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"protect-email","type":"email","label":"Report a suspicious email, text, call, letter or website that claims to be Nationwide","value":"protect@nationwide.com","notes":"Nationwide asks for the date and time received, the phone number or sender, a screenshot, and the website URL if there is one.","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"},{"id":"fraud-helpline","type":"phone","label":"Nationwide fraud helpline","value":"+1-800-474-7633","source":"https://www.nationwide.com/personal/cyber-security/report-fraud/","last_verified":"2026-10-12"}]}},{"id":"progressive","name":"Progressive","aliases":["progressive insurance","the progressive corporation","progressive auto insurance","progressive home"],"sector":"insurance_property","parent":"The Progressive Corporation","website":"https://www.progressive.com","account_url":"https://www.progressive.com/rp/login","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"Report a claim or ask about a claim","value":"+1-800-776-4737","purposes":["claim_denial","claim_delay"],"access":"open","source":"https://www.progressive.com/claims/","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-888-671-4405","hours":"24/7","purposes":["bill_increase","billing_error","cancel_service","poor_service"],"source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Main line (the contact page also gives it for reporting a claim)","value":"+1-855-347-3939","source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Servicio al cliente y reclamos en español","value":"+1-833-951-4271","hours":"Customer service 6:00 AM - 12:00 AM EST daily; claims 7:00 AM - 7:30 PM CST daily","source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"},{"id":"roadside-phone","type":"phone","label":"Roadside assistance","value":"+1-877-537-7878","source":"https://www.progressive.com/claims/","last_verified":"2026-10-12"},{"id":"claims-online","type":"web_form","label":"Report a claim online","value":"https://www.progressive.com/support/report-a-claim/","source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"View the status of an existing claim","value":"https://account.apps.progressive.com/access/ez-claim/claim-info","purposes":["claim_delay","claim_denial"],"access":"login","source":"https://www.progressive.com/claims/","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Email form on the contact page (topic \"Your claim/claims process\")","value":"https://www.progressive.com/contact-us/","purposes":["poor_service","claim_delay","claim_denial","billing_error"],"notes":"The form is embedded in the contact page. Progressive publishes no separate complaint form or customer relations address.","source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Corporate headquarters","value":"The Progressive Corporation, 300 North Commons Blvd., Mayfield Village, OH 44143","purposes":["claim_denial","poor_service"],"source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned claims rep."},{"rung":"supervisor","note":"Ask for the claims rep's manager."},{"rung":"written_complaint","channel":"contact-form","note":"Ask for the denial and the policy language it relies on, in writing. A letter to headquarters is the paper option."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Many policies have an appraisal clause for disputes about the amount of a loss. Check the policy."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Ask the claims rep for the reason and the valuation in writing, send counter-evidence, then complain to the state.","evidence":["claim number","denial or valuation letter","policy and declarations page","photos","repair estimates","comparable vehicle listings for a total loss"],"steps":[{"do":"Ask the claims rep for the denial reason and the policy language in writing. For a total loss, ask for the third-party valuation report and the comparable vehicles used.","channel":"claims-phone"},{"do":"Send your evidence and a written request for reconsideration through the contact form or by fax, with the claim number.","channel":"contact-form"},{"do":"If you disagree only about the amount, check the policy for an appraisal provision."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"For a total loss, Progressive compares the vehicle's mileage, options and condition with current values of comparable vehicles, and works with a third party to determine actual cash value. It inspects the vehicle first.","issues":["claim_denial"],"source":"https://www.progressive.com/claims/total-loss/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If you have rental coverage, it covers up to three days after Progressive tells you the vehicle's value in a total loss.","issues":["claim_denial","claim_delay"],"source":"https://www.progressive.com/claims/total-loss/","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Check the claim online, call the claims line, and escalate to a manager and the state.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Check the claim status online and note what is pending.","channel":"claim-status"},{"do":"Call the claims line. Ask what is missing and when a decision will be made. Ask for a manager if there is no progress.","channel":"claims-phone"},{"do":"File a complaint with your state insurance department if the claim still does not move."}]},{"issue":"bill_increase","summary":"Find what changed, then review coverage, deductibles and discounts, and compare quotes.","evidence":["prior declarations page","renewal declarations page","list of recent claims","tickets","drivers and vehicles"],"steps":[{"do":"Review recent changes (tickets, accidents, claims, vehicles, drivers, a move). A change may affect the rate only at renewal."},{"do":"Ask customer service which discounts were lost and what a higher deductible or Snapshot would save.","channel":"customer-service-phone"},{"do":"Compare the rate with other insurers."}],"facts":[{"kind":"policy","claim":"Progressive lists tickets, at-fault accidents, comprehensive claims, added vehicles or drivers, local claim trends, moving, age, coverage lapses and lost discounts as reasons a rate can go up, and says a change may not affect the rate until renewal.","issues":["bill_increase"],"source":"https://www.progressive.com/answers/why-insurance-rates-go-up/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"contact","claim":"Progressive's general fax number is 1-877-280-5587.","issues":["claim_denial","claim_delay"],"source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"}],"known_blockers":["Claim status needs sign-in.","No dedicated complaint channel; the email form is embedded in the contact page."],"notes":"The contact page also lists a commercial customer service line (1-888-240-9839) and a fraud and identity theft line (1-888-288-0770).","official_domains":["progressive.com"],"security":{"known_scams":[{"kind":"policy","claim":"Fake agents sell life insurance without real coverage and ask for cash or direct payments. Progressive says the payee for a premium should always be a legitimate insurance company, and to check the agent's license with the state department of insurance.","source":"https://www.progressive.com/answers/life-insurance-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails and texts that ask for personal information pose as insurers. Progressive advises calling the insurer at a number you know is theirs instead of replying.","source":"https://www.progressive.com/answers/life-insurance-fraud/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Progressive","value":"phishing@email.progressive.com","source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"Report fraud or identity theft to Progressive","value":"+1-888-288-0770","hours":"Daily 7 a.m.-10 p.m. ET","source":"https://www.progressive.com/contact-us/","last_verified":"2026-10-12"}]}},{"id":"state-farm","name":"State Farm","aliases":["state farm insurance","statefarm","state farm mutual","state farm auto insurance","state farm home insurance"],"sector":"insurance_property","website":"https://www.statefarm.com","account_url":"https://auth.proofing.statefarm.com/login-ui/login","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"Auto, home and property claims (800-SF-CLAIM)","value":"+1-800-732-5246","hours":"24/7","purposes":["claim_denial","claim_delay"],"access":"open","notes":"Also the help number on the claim tracking page.","source":"https://www.statefarm.com/claims/home-and-property","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Comments or questions (800-STATE-FARM)","value":"+1-800-782-8332","purposes":["bill_increase","billing_error","poor_service","cancel_service"],"source":"https://www.statefarm.com/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"phone-24-7","type":"phone","label":"24/7 phone line","value":"+1-800-440-0998","hours":"24/7","source":"https://www.statefarm.com/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"glass-claims-phone","type":"phone","label":"Auto glass only claims","value":"+1-888-624-4410","source":"https://www.statefarm.com/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"roadside-phone","type":"phone","label":"Emergency road service","value":"+1-877-627-5757","hours":"24/7","source":"https://www.statefarm.com/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"tty","type":"phone","label":"Relay service for deaf, hard of hearing or non-voice callers","value":"711","source":"https://www.statefarm.com/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"claims-online","type":"web_form","label":"Start a claim online","value":"https://reportloss.claims.statefarm.com/start-claim","purposes":["claim_delay"],"source":"https://www.statefarm.com/claims","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Track a claim and message the claim handler","value":"https://www.statefarm.com/claims/check-existing-claim","purposes":["claim_delay","claim_denial"],"access":"login","notes":"Customers and people claiming against a State Farm customer must log in or create an account. Have the claim number ready.","source":"https://www.statefarm.com/claims/check-existing-claim","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Comments or questions form","value":"https://apps.statefarm.com/CustomerForms/GeneralContactUsForm.htm","purposes":["poor_service","claim_denial","claim_delay"],"notes":"Linked from the contact page as the channel for comments or questions. State Farm does not publish a separate complaint form.","source":"https://www.statefarm.com/customer-care/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the local State Farm agent or claim associate."},{"rung":"supervisor","note":"Ask for the claim handler's team manager."},{"rung":"written_complaint","channel":"contact-form","note":"Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Appraisal for disputes about the amount of a loss, where the policy has an appraisal provision. Check the policy booklet."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Get the written denial with the policy language, dispute it with the claim handler, then go to the state insurance department.","evidence":["claim number","denial letter","policy booklet and declarations page","photos","repair estimates","receipts"],"steps":[{"do":"Read the denial letter. State Farm sends a letter that names the policy language it relied on."},{"do":"Call the claim handler or 800-SF-CLAIM. Ask for a reconsideration and give any new evidence.","channel":"claims-phone"},{"do":"Send the dispute in writing through the claim portal message feature, and keep a copy.","channel":"claim-status"},{"do":"If the dispute is only about the amount of the loss, check the policy for an appraisal provision and make a written demand for appraisal."},{"do":"File a complaint with your state insurance department. Attach the denial letter and your timeline."}],"facts":[{"kind":"process","claim":"For a home or property claim, if coverage does not apply, State Farm sends a written letter that explains the specific policy language responsible for the denial.","issues":["claim_denial"],"source":"https://www.statefarm.com/claims/home-and-property","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Washington, the State Farm Personal Car Policy 9847C (notice dated 06/2025) lets either the covered vehicle owner or State Farm make a written demand for appraisal of a physical damage loss. Each party pays its own appraiser and the umpire's expenses are shared equally.","issues":["claim_denial"],"source":"https://www.statefarm.com/content/dam/sf-library/en-us/pca-endorsement/auto/153-7582.pdf","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Use the claim portal to see the status and message the handler, then escalate by phone and to the state.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Log in to the claim tracker. Check the status and ask the claim handler in writing what is still needed.","channel":"claim-status"},{"do":"Call 800-SF-CLAIM and ask for the claim handler's manager if there is no answer.","channel":"claims-phone"},{"do":"File a complaint with your state insurance department if the claim still does not move."}],"facts":[{"kind":"process","claim":"After a home or property claim is filed, State Farm assigns a claim handler or team. You can message the handler after you log in online or in the app.","issues":["claim_delay"],"source":"https://www.statefarm.com/claims/home-and-property","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Compare the renewal with the prior term, then ask the agent to review discounts, deductibles and coverage.","evidence":["prior declarations page","renewal declarations page","driving record or claims history"],"steps":[{"do":"Compare the old and new declarations pages. Find whether coverage, deductibles, drivers, vehicles or a general rate change caused the increase."},{"do":"Ask the local agent or call 800-STATE-FARM to review safe-driving and bundling discounts and a higher deductible.","channel":"customer-service-phone"},{"do":"Get quotes from other insurers before renewal if the price stays too high."}],"facts":[{"kind":"policy","claim":"State Farm lists age, location, driving record, claims history, annual mileage, vehicle type and policy limits and deductibles as factors in car insurance premiums. It states that higher deductibles may help lower the premium.","issues":["bill_increase"],"source":"https://www.statefarm.com/simple-insights/auto-and-vehicles/what-affects-car-insurance-premiums","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"State Farm asks you to file a home claim as soon as possible after you find damage. It does not state a fixed deadline on the claims page.","issues":["claim_delay"],"source":"https://www.statefarm.com/claims/home-and-property","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Policy booklets and endorsements can be read without logging in at the State Farm policy library (statefarm.com/policy-library), as named in State Farm's 2025 Washington auto policy notice.","issues":["claim_denial"],"source":"https://www.statefarm.com/content/dam/sf-library/en-us/pca-endorsement/auto/153-7582.pdf","last_verified":"2026-10-12"}],"known_blockers":["Claim tracking and messaging the claim handler need sign-in.","State Farm does not publish a dedicated complaint form or complaint mailing address; the general comments form is a JavaScript page.","Policy changes often go through the local State Farm agent."],"notes":"Sells through local State Farm agents. Health, life, banking (U.S. Bank) and loan products have separate numbers on the contact page.","official_domains":["statefarm.com","sfdividend.com"],"security":{"never_asks":[{"kind":"policy","claim":"State Farm will not send unsolicited email with attachments, and does not require customers to send personal information by email or pop-up windows.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"State Farm will not ask for your personal email password or banking password.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"State Farm will not ask you to pay a fee to receive a dividend payment.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake websites and phone numbers impersonate State Farm, including look-alike domains such as statfarm.com (missing the \"e\").","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Verita, State Farm's dividend payment partner. statefarmdividend.com is not a State Farm site; real dividend selection emails come from donotreply@e.sfdividend.com.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails and texts offer car emergency kits, fire safety kits or dash cameras for completing a survey. State Farm says it does not offer these items for a survey.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing emails impersonate State Farm Claims. State Farm advises not to click links or open attachments in unexpected claim emails.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Ads promise free insurance for seniors or middle-aged drivers. State Farm says these ads contain inaccurate information and were not authorized by State Farm.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Forward suspicious State Farm emails","value":"abuse@statefarm.com","notes":"State Farm sends an automatic reply but no personal response.","source":"https://www.statefarm.com/customer-care/privacy-security/security","last_verified":"2026-10-12"}]}},{"id":"travelers","name":"Travelers","aliases":["travelers insurance","the travelers companies","travelers personal insurance","mytravelers"],"sector":"insurance_property","website":"https://www.travelers.com","account_url":"https://signin.travelers.com/","regulators":[],"channels":[{"id":"claims-phone","type":"phone","label":"File a claim or check claim status (individuals)","value":"+1-800-252-4633","hours":"Filing 24 hours a day, 365 days a year; claim status Mon-Fri 8 a.m.-5 p.m. local time","purposes":["claim_denial","claim_delay"],"access":"open","notes":"Roadside assistance is option 3 in the phone menu.","source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Billing and policy service (individuals)","value":"+1-888-564-5043","hours":"24 hours a day, 365 days a year","purposes":["bill_increase","billing_error","cancel_service"],"source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-advocacy-phone","type":"phone","label":"Customer Advocacy","value":"+1-866-336-2077","purposes":["claim_denial","claim_delay","poor_service"],"source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"},{"id":"business-claims-phone","type":"phone","label":"File a claim or check claim status (business)","value":"+1-800-238-6225","hours":"Filing 24 hours a day, 365 days a year; claim status Mon-Fri 8 a.m.-5 p.m. local time","source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"},{"id":"claims-online","type":"web_form","label":"File a claim online (individuals)","value":"https://www.travelers.com/claims/file-claim/individual","source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"},{"id":"claim-status","type":"portal","label":"Check claim status (auto, general liability, property, workers compensation)","value":"https://claim.travelers.com/claimstatus/search","purposes":["claim_delay","claim_denial"],"source":"https://www.travelers.com/claims/check-your-claim-status","last_verified":"2026-10-12"},{"id":"claim-upload","type":"web_form","label":"Upload claim documents","value":"https://claim.travelers.com/claimuploadcenter","purposes":["claim_delay","claim_denial"],"source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Email form (topics include \"Make a Complaint\" and \"Claim Questions\")","value":"https://www.travelers.com/contact-us/email","purposes":["claim_denial","claim_delay","poor_service","billing_error"],"access":"open","notes":"Required fields are topic, comment, relationship to Travelers, name, email, state, ZIP code and country. No login or CAPTCHA is mentioned.","source":"https://www.travelers.com/contact-us/email","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Consumer Affairs (complaints)","value":"Travelers, Attn. Consumer Affairs, One Tower Square, Hartford, CT 06183","purposes":["claim_denial","claim_delay","poor_service"],"source":"https://www.travelers.com/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"claims-phone","note":"Or the assigned Claim professional."},{"rung":"supervisor","note":"Ask for the Claim professional's manager."},{"rung":"written_complaint","channel":"complaint-mail","note":"Consumer Affairs. The email form has a Make a Complaint topic. Ask for the denial and the policy language it relies on, in writing."},{"rung":"state_agency","agency_kind":"insurance_department"},{"rung":"arbitration","note":"Many policies have an appraisal clause for disputes about the amount of a loss. Check the policy."},{"rung":"small_claims"}],"playbooks":[{"issue":"claim_denial","summary":"Ask the Claim professional for the reason and valuation, then complain to Consumer Affairs and the state insurance department.","evidence":["claim number","denial or settlement letter","estimate and cover sheet","policy and declarations page","photos","receipts"],"steps":[{"do":"Ask the Claim professional for the reason and the policy language in writing. For a total loss, ask how the value was calculated and which similar vehicles were used.","channel":"claims-phone"},{"do":"Upload your evidence to the claim.","channel":"claim-upload"},{"do":"Send a complaint through the email form (topic \"Make a Complaint\") or by mail to Consumer Affairs.","channel":"complaint-form"},{"do":"If you disagree only about the amount, check the policy for an appraisal provision."},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"For a total loss, Travelers determines how much the vehicle could have been sold for before it was damaged, using industry tools to find similar vehicles. It tells customers to talk to the Claim professional about the value.","issues":["claim_denial"],"source":"https://www.travelers.com/claims/guides/understanding-total-loss","last_verified":"2026-10-12"}]},{"issue":"claim_delay","summary":"Check status online or by phone, upload what is missing, then use Customer Advocacy.","evidence":["claim number","dates of each contact","documents sent"],"steps":[{"do":"Check the claim status online and upload missing documents.","channel":"claim-status"},{"do":"Call the claims line during status hours and ask what is still needed.","channel":"claims-phone"},{"do":"Call Customer Advocacy if the claim still does not move.","channel":"customer-advocacy-phone"},{"do":"File a complaint with your state insurance department."}],"facts":[{"kind":"process","claim":"After a claim is filed, Travelers sends a communication with the claim number, date of loss and how to contact Travelers, and may request more information during review.","issues":["claim_delay"],"source":"https://www.travelers.com/claims/manage-claim/what-to-expect-during-claim","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Ask policy service or the agent what changed at renewal.","evidence":["prior declarations page","renewal declarations page","recent claims"],"steps":[{"do":"Compare the old and new declarations pages and note any claim in the term."},{"do":"Ask billing and policy service, or the agent, to explain the change and list available discounts.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Travelers' guide on auto claims says it is very likely that your rate will increase at renewal after a claim, and that you are likely to pay a higher rate for three to five years.","issues":["bill_increase"],"source":"https://www.travelers.com/claims/guides/will-my-auto-rate-increase-after-filing-claim","last_verified":"2026-10-12"}]}],"known_blockers":["MyTravelers account features need sign-in.","Claim status by phone is only staffed Mon-Fri 8 a.m.-5 p.m. local time."],"notes":"Business policy service questions go to the agent. Travelers asks people not to send claim messages to employees' personal email accounts.","official_domains":["travelers.com"],"security":{"report_phishing":[{"id":"fraud-line","type":"phone","label":"Travelers Fraud Line","value":"+1-800-637-2830","hours":"24 hours a day, 7 days a week","notes":"Travelers says it does not monitor or respond to fraud reports sent to its employees' personal email, phone or social media accounts. Anonymous reports are possible.","source":"https://www.travelers.com/claims/guides/understanding-insurance-fraud","last_verified":"2026-10-12"},{"id":"fraud-report-online","type":"web_form","label":"Travelers online fraud report (hosted by EthicsPoint)","value":"https://secure.ethicspoint.com/domain/en/report_company.asp?clientid=29160","access":"open","source":"https://www.travelers.com/claims/guides/understanding-insurance-fraud","last_verified":"2026-10-12"}]}},{"id":"astound-broadband","name":"Astound Broadband","aliases":["astound","radiate holdco","rcn"],"sector":"internet_tv","parent":"Radiate HoldCo, LLC (d/b/a Astound Broadband)","website":"https://www.astound.com","account_url":"https://my.astound.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Astound Live Chat (digital assistant or live agent)","value":"https://www.astound.com/contact-us/","purposes":["billing_error","service_outage","equipment_return"],"notes":"Opened from the chat icon on the website.","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Astound Support Center","value":"https://help.astound.com","access":"open","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"locations","type":"in_person","label":"Astound retail service centers and payment centers","value":"https://www.astound.com/locations/","purposes":["equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Astound equipment return policy (local office or prepaid FedEx label)","value":"https://www.astound.com/support/internet/equipment-return/","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first receiving the agreement)","value":"https://www.astound.com/policies-disclaimers/arbitration-opt-out/","notes":"Or mail ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT, with name, address, account number and a clear statement that you do not wish to arbitrate.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Astound Customer Terms and Conditions","value":"https://www.astound.com/policies-disclaimers/terms-conditions/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Astound broadband labels","value":"https://www.astound.com/labels/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Astound publishes no retention number."},{"rung":"written_complaint","channel":"legal-department-mail","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"playbooks":[{"issue":"billing_error","summary":"Dispute within 180 days of the invoice date and pay the undisputed part on time.","evidence":["the invoice","account number","rate card or offer"],"steps":[{"do":"Call or chat within 180 days of the invoice date. Pay the undisputed portion by the due date.","channel":"customer-service-phone"},{"do":"If not fixed, send the dispute in writing with your account number and evidence.","channel":"legal-department-mail"},{"do":"File an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Billing disputes must be raised within one hundred eighty (180) days of the invoice date or may be waived; the undisputed portion must still be paid on time.","issues":["billing_error"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Notify Astound to cancel; internet-only service is not prorated, and the deposit is refunded within 30 days.","evidence":["cancellation confirmation","disconnect work order number","FedEx tracking or office receipt"],"steps":[{"do":"Call to cancel and schedule the disconnect work order.","channel":"customer-service-phone"},{"do":"Return equipment on or before the disconnect date.","channel":"equipment-return"},{"do":"Expect any deposit back within 30 days after termination and equipment return, less amounts owed."}],"facts":[{"kind":"policy","claim":"Customers may terminate any or all services at any time by notifying Astound. Internet-only service is billed the full monthly charge without proration and termination takes effect at the end of the current monthly period; other services are prorated by days of service.","issues":["cancel_service"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Astound refunds any required deposit within thirty (30) days after termination and return of equipment, minus amounts owed.","issues":["cancel_service","deposit_refund"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return equipment on or before the disconnect date, at a local office or by prepaid FedEx; keep the tracking number.","evidence":["FedEx tracking number or office receipt","equipment serial numbers"],"steps":[{"do":"Call 1.800.427.8686 to schedule the disconnect and confirm the local office can take the equipment, or ask for a prepaid FedEx label.","channel":"equipment-return"},{"do":"Drop the package at any FedEx location and keep the tracking number."},{"do":"If charged for returned equipment, give the tracking number and ask for removal.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Astound asks customers to return equipment on the day of or before the scheduled disconnect work order; the terms require return immediately upon termination.","issues":["equipment_return"],"source":"https://www.astound.com/support/internet/equipment-return/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Unreturned equipment is charged according to Astound's then-current schedule of charges, and lost, damaged or destroyed equipment is charged regardless of circumstances.","issues":["equipment_return"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Ask for an outage credit; the terms promise credit for qualifying outages but give no amount.","evidence":["outage dates and duration","ticket number"],"steps":[{"do":"Report the outage and get a ticket number.","channel":"customer-service-phone"},{"do":"Ask for a credit for the qualifying outage and check the next bill."}],"facts":[{"kind":"policy","claim":"Subject to applicable law, credit is given for qualifying outages; the outage credit and the customer's termination rights are the sole remedies for a disruption or failure of service.","issues":["service_outage"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Customers must give Astound notice of a dispute within one (1) year of the event giving rise to it.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Astound will make reasonable efforts to notify customers of rate changes. Changes to the terms take effect 30 days after notice, and a customer who rejects a terms change may end service without any financial penalty.","issues":["bill_increase"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}],"known_blockers":["Rate cards are behind the MyAstound sign-in.","The terms name no notice-of-dispute address."],"notes":"Astound Broadband is the trade name of Radiate HoldCo, LLC (site copyright line). The contact page shows RCN logos. Wave, Grande, enTouch and Digital West were not mentioned on fetched pages, and ownership (Stonepeak) and any combination with gFiber were not confirmed on a fetched official page.","official_domains":["astound.com"],"security":{"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}]}},{"id":"charter-spectrum","name":"Spectrum","aliases":["charter","charter communications","spectrum internet","spectrum mobile"],"sector":"internet_tv","also_sectors":["wireless"],"parent":"Charter Communications, Inc. (to be renamed Cox Communications within a year of the August 2026 Cox transaction; it keeps operating as Spectrum)","website":"https://www.spectrum.com","account_url":"https://www.spectrum.net","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Spectrum residential customer service (complaints about service quality or equipment)","value":"+1-855-757-7328","hours":"24 hours a day","purposes":["billing_error","bill_increase","price_negotiation","service_outage","equipment_return"],"notes":"Listed in Spectrum's 2026 FCC Annual Customer Notification. Hawaii has separate local numbers.","source":"https://www.spectrum.com/policies/annual-notice","last_verified":"2026-10-12"},{"id":"cancel-phone","type":"phone","label":"Spectrum customer service line given by Spectrum moderators for cancellation (1-855-70-SPECTRUM)","value":"+1-855-707-7328","purposes":["cancel_service","price_negotiation"],"notes":"Spectrum Community moderators (verified employees) say to call this number and ask for the Customer Solutions team, or visit a Spectrum store, to disconnect service.","source":"https://community.spectrum.net/discussion/178853/disconnect-service","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Spectrum chat for customer support and outage information","value":"https://www.spectrum.net/contact-us/chat-us","purposes":["billing_error","service_outage","equipment_return"],"source":"https://www.spectrum.net/contact-us/chat-us","last_verified":"2026-10-12"},{"id":"cancel-page","type":"portal","label":"Change or cancel your Spectrum service (sign in to see cancellation options)","value":"https://www.spectrum.net/support/account-and-billing/change-or-cancel-service","purposes":["cancel_service"],"access":"login","source":"https://www.spectrum.net/support/account-and-billing/change-or-cancel-service","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"After disconnecting your services (equipment return at a Spectrum Store or The UPS Store)","value":"https://www.spectrum.net/support/account-and-billing/after-disconnecting-your-services","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.spectrum.net/support/account-and-billing/after-disconnecting-your-services","last_verified":"2026-10-12"},{"id":"customer-commitment","type":"portal","label":"Spectrum Customer Commitment (outage credits, no annual contracts)","value":"https://www.spectrum.com/our-customer-commitment","purposes":["service_outage"],"access":"open","source":"https://www.spectrum.com/our-customer-commitment","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Intent to Arbitrate (and arbitration opt-out letter)","value":"VP and Associate General Counsel, Litigation, Charter Communications, 12405 Powerscourt Drive, St. Louis, MO 63131","notes":"The notice must be titled \"Notice of Intent to Arbitrate\", describe the nature and basis of the claim, and state the specific relief sought.","source":"https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Spectrum Residential General Terms and Conditions of Service","value":"https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service","access":"open","notes":"The page times out for automated fetch; terms here were confirmed from official-domain search snippets.","source":"https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service","last_verified":"2026-10-12"},{"id":"annual-notice","type":"portal","label":"Spectrum 2026 FCC Annual Customer Notification (complaint procedures, billing disputes, outage credits)","value":"https://www.spectrum.com/policies/annual-notice","access":"open","source":"https://www.spectrum.com/policies/annual-notice","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","channel":"cancel-phone","note":"Spectrum moderators route cancellations to the Customer Solutions team at 1-855-707-7328."},{"rung":"written_complaint","channel":"support-chat","note":"Spectrum publishes no complaint mailing address; a chat transcript is the written record."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send a Notice of Intent to Arbitrate first; either side may start arbitration if the claim is not resolved within 30 days after the notice is received."}],"playbooks":[{"issue":"billing_error","summary":"Report a disputed charge within 60 days after the bill's due date.","evidence":["the bill","account number","order confirmation or offer terms"],"steps":[{"do":"Within 60 days after the due date on the bill, report the disputed charge by phone or chat. Get a reference number.","channel":"customer-service-phone"},{"do":"Keep the chat transcript or the reference number as your written record.","channel":"support-chat"},{"do":"If not fixed, file an FCC complaint with the bill and record.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Customers must report disputed charges within 60 days after the due date on the bill, or longer where applicable law requires.","issues":["billing_error"],"source":"https://www.spectrum.com/policies/annual-notice","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Check whether a promotion ended; ask for current offers or move to a cheaper plan.","evidence":["bills before and after","offer or order confirmation with the promotional term"],"steps":[{"do":"Compare the bills and find the end date of the promotion or price guarantee on your order."},{"do":"Ask customer service for current offers for existing customers, or a lower plan with the same services.","channel":"customer-service-phone"},{"do":"If the increase breaks a written price guarantee, dispute it as a billing error within 60 days of the bill due date."}],"facts":[{"kind":"policy","claim":"Spectrum's Customer Commitment states there are no annual contracts for any residential services.","issues":["bill_increase","cancel_service"],"source":"https://www.spectrum.com/our-customer-commitment","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Ask for current offers before cancelling; cancellation calls go to the Customer Solutions team.","evidence":["current bill","Spectrum's new-customer price at your address","competitor offers"],"steps":[{"do":"Call customer service, give the competitor price, and ask which current offers or plans lower the monthly price.","channel":"customer-service-phone"},{"do":"If you decide to cancel, call 1-855-707-7328 and ask for the Customer Solutions team; ask again about offers before confirming.","channel":"cancel-phone"},{"do":"Ask how long the new price lasts and get the offer confirmed in writing or in the order confirmation."}]},{"issue":"cancel_service","summary":"Sign in to see cancellation options, or call 1-855-707-7328 or visit a store; there is no disconnect fee.","evidence":["account number","cancellation confirmation number","equipment return receipt"],"steps":[{"do":"Sign in to see your cancellation options.","channel":"cancel-page"},{"do":"Or call 1-855-707-7328 and ask for the Customer Solutions team, or visit a Spectrum store. Get a confirmation number and the disconnect date.","channel":"cancel-phone"},{"do":"Return all leased equipment and keep the receipt until it is off the account.","channel":"equipment-return"},{"do":"Expect a final statement at the next billing cycle, and a second one if equipment is still unreturned. Account sign-in works for 60 days after disconnection."}],"facts":[{"kind":"process","claim":"After a disconnect request is processed, the customer receives a final statement at the next billing cycle; a second statement may follow if equipment is unreturned. Customers can still sign in to Spectrum.net or the My Spectrum App for 60 days after disconnection.","issues":["cancel_service"],"source":"https://www.spectrum.net/support/account-and-billing/after-disconnecting-your-services","last_verified":"2026-10-12"},{"kind":"fee","claim":"A Spectrum moderator states Spectrum does not have a disconnect fee.","issues":["cancel_service"],"source":"https://community.spectrum.net/discussion/178853/disconnect-service","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return leased equipment to any Spectrum Store, or to The UPS Store after contacting Spectrum; keep the receipt.","evidence":["store or UPS receipt listing the equipment","serial numbers"],"steps":[{"do":"Return modems, routers, receivers and other leased equipment to any Spectrum Store. To use The UPS Store, contact Spectrum first.","channel":"equipment-return"},{"do":"Keep the receipt until the equipment is removed from the account. If an unreturned equipment fee appears, send the receipt by chat.","channel":"support-chat"}],"facts":[{"kind":"policy","claim":"After disconnecting or downgrading, the customer is responsible for returning leased equipment, at any Spectrum Store or through The UPS Store after contacting Spectrum; an unreturned equipment fee may be charged. Hawaii has a different return process.","issues":["equipment_return"],"source":"https://www.spectrum.net/support/account-and-billing/after-disconnecting-your-services","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Ask for a credit for outages over two hours; request it within 60 days of the outage.","evidence":["outage start and end times","ticket number"],"steps":[{"do":"Report the outage by chat or phone and get a ticket number.","channel":"support-chat"},{"do":"For a neighborhood outage longer than two hours, ask the agent for a credit for that full day under the Customer Commitment.","channel":"customer-commitment"},{"do":"Request any credit within 60 days after the outage ends, and check the next bill.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"Spectrum's Customer Commitment says that for a neighborhood outage of Spectrum services lasting more than two hours, agents will give a credit for that full day, excluding power outages, natural disasters and overnight scheduled maintenance.","issues":["service_outage"],"source":"https://www.spectrum.com/our-customer-commitment","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The 2026 annual notice provides a proportionate credit for qualifying outages of two or more consecutive hours after the interruption is reported and the customer requests a credit within 60 days after the outage ends; no credit for disruptions beyond Spectrum's reasonable control or caused by the customer.","issues":["service_outage"],"source":"https://www.spectrum.com/policies/annual-notice","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration, a party must send a written \"Notice of Intent to Arbitrate\" describing the claim and relief sought; if no agreement is reached within 30 days after the notice is received, either side may start arbitration. Small claims court is carved out.","source":"https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A subscriber can opt out of arbitration by letter to the Arbitration Notice Address within 30 days of the date the provision took effect for existing customers or the date the customer first subscribed.","source":"https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"Charter and Cox Communications completed their transaction (announced August 20, 2026). The parent will be renamed Cox Communications within a year but keep operating as Spectrum, and Spectrum's Customer Service Commitments (including credits for outages longer than two hours) will reach Cox customers within a year.","source":"https://www.sec.gov/Archives/edgar/data/1091667/000114036126033909/ef20080687_ex99-1.htm","last_verified":"2026-10-12"}],"tips":[{"kind":"community","text":"Spectrum Community moderators (verified employees) say cancellations cannot be done on social media or the forum; call 1-855-707-7328 and ask for the Customer Solutions team, or visit a Spectrum store.","issues":["cancel_service","price_negotiation"],"source":"https://community.spectrum.net/discussion/178853/disconnect-service","last_verified":"2026-10-12"}],"known_blockers":["spectrum.com and spectrum.net pages time out or show a cookie wall to automated fetch; values here come from official-domain search snippets.","Cancellation options online need sign-in; otherwise cancellation is by phone or in a store."],"notes":"Spectrum is Charter Communications' consumer brand (internet, TV, voice, Spectrum Mobile). The Charter-Cox transaction closed in August 2026 (8-K Exhibit 99.1 dated August 20, 2026); former Cox customers are moving to Spectrum (\"Cox is now Spectrum\" on cox.com). Spectrum says its Customer Commitments will be introduced to former Cox markets in the future, so outage-credit terms may not yet apply there. The two phone numbers (855-757-7328 in the annual notice, 855-707-7328 from moderators) are both Spectrum residential lines.","official_domains":["spectrum.com","spectrum.net","charter.net"],"security":{"never_asks":[{"kind":"policy","claim":"Spectrum will never ask you to pay a fee to get a discount.","source":"https://www.spectrum.net/support/general/scam-and-fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"Spectrum does not accept payment by cryptocurrency, gift card, or apps such as Venmo, Zelle, Cash App or PayPal.","source":"https://www.spectrum.net/support/general/scam-and-fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"Spectrum will never text you asking for personal payment information, and will never ask you to ship equipment back unless you contacted Spectrum first.","source":"https://www.spectrum.net/support/general/scam-and-fraud-alerts","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A caller offers a deal such as '40% off your bill for two years' but first asks you to pay a fee. Spectrum says this offer is fake.","source":"https://www.spectrum.net/support/general/scam-and-fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reshipping scam: a person pretending to represent Spectrum collects account details, orders a device, then asks you to forward the package elsewhere.","source":"https://www.spectrum.net/support/general/scam-and-fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"Equipment upgrade scam: an email offers a lower monthly rate for an immediate 'upgrade payment'. Spectrum says it never charges a one-time equipment fee.","source":"https://www.spectrum.net/support/general/scam-and-fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward spoofed Spectrum or Charter emails","value":"phishing@charter.net","notes":"Do not alter the email; forward it in its entirety, including the email header information.","source":"https://www.spectrum.net/support/internet/email-security","last_verified":"2026-10-12"}]}},{"id":"comcast-xfinity","name":"Xfinity","aliases":["xfinity","comcast","comcast cable","xfinity internet","xfinity mobile","now internet"],"sector":"internet_tv","also_sectors":["wireless"],"parent":"Comcast Corporation","website":"https://www.xfinity.com","account_url":"https://customer.xfinity.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Xfinity customer service (1-800-XFINITY)","value":"+1-800-934-6489","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-mobile-phone","type":"phone","label":"Xfinity Mobile customer support","value":"+1-888-936-4968","purposes":["billing_error","cancel_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"xfinity-assistant-chat","type":"chat","label":"Xfinity Assistant chat (hands off to a live agent if the bot cannot fix the issue)","value":"https://www.xfinity.com/xfinityassistant/","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"Signing in gives account-specific help. You can also text questions to 266278.","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"xfinity-assistant-sms","type":"sms","label":"Xfinity Assistant by text message","value":"266278","source":"https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant","last_verified":"2026-10-12"},{"id":"cancel-page","type":"portal","label":"How to cancel, pause or move Xfinity services","value":"https://www.xfinity.com/cancel","purposes":["cancel_service"],"access":"open","notes":"The page lists three ways to cancel - call 1-800-934-6489, schedule a call, or visit an Xfinity Store. It does not offer online self-service cancellation.","source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Digital Return Center (print a prepaid UPS label)","value":"https://www.xfinity.com/returns","purposes":["equipment_return","cancel_service"],"access":"login","notes":"Works after disconnection. Alternatives are drop-off at an Xfinity Retail Store (get a receipt) or any UPS location with the prepaid label; schedule a free UPS pickup at 1-800-PICK-UPS.","source":"https://www.xfinity.com/support/articles/returning-your-equipment","last_verified":"2026-10-12"},{"id":"payment-refund-issue-form","type":"web_form","label":"Report a missing, misapplied, duplicate payment, overpayment or refund issue","value":"https://www.xfinity.com/support/issue-reporting/payment-refund","purposes":["billing_error","refund_request"],"access":"login","notes":"Gives a confirmation page and email. Requests are worked in the order received.","source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"},{"id":"outage-credit-check","type":"portal","label":"Outage map and credit - Check credit eligibility","value":"https://www.xfinity.com/support/articles/check-service-outage","purposes":["service_outage"],"access":"login","notes":"On the Support page, go to \"Outage map and credit\" and click \"Check credit eligibility\". If eligible, a credit is added automatically.","source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"},{"id":"forum-direct-message","type":"social","label":"Xfinity Community Forum - direct message to \"Xfinity Support\"","value":"https://forums.xfinity.com","purposes":["billing_error","poor_service","service_outage"],"access":"login","notes":"Xfinity employees on the forum ask customers to send a direct message to \"Xfinity Support\" with full name and service address. This is the route forum staff give when customers ask for executive or corporate escalation.","source":"https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Comcast Cable residential customer mailing address","value":"Comcast Cable, One Comcast Center, 1701 John F. Kennedy Blvd, Philadelphia, PA 19103","purposes":["billing_error","poor_service"],"source":"https://www.xfinity.com/support/articles/rights","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration) - mail","value":"Comcast, 1701 John F. Kennedy Boulevard, Philadelphia, PA 19103-2838, ATTN - LEGAL DEPARTMENT/ARBITRATION","notes":"The Notice of Dispute can also be sent online at xfinity.com/nod.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-notice-online","type":"web_form","label":"Notice of Dispute (arbitration) - online","value":"https://www.xfinity.com/nod","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first service activation)","value":"https://www.xfinity.com/arbitrationoptout","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Xfinity Residential Services Agreement","value":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","access":"open","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Xfinity Broadband Facts label lookup","value":"https://www.xfinity.com/label","access":"open","notes":"Current customers can also see their most recent label in their account or the Xfinity app.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Comcast publishes no separate retention number. Cancellation goes through 1-800-934-6489, a scheduled call or a store (see cancel-page)."},{"rung":"written_complaint","channel":"payment-refund-issue-form","note":"For payment and refund problems. For other problems, use the forum direct message or the corporate mailing address."},{"rung":"executive","channel":"forum-direct-message","note":"Comcast publishes no executive office contact. Forum staff route escalations through a direct message to Xfinity Support."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send a complete Notice of Dispute first. Arbitration can start only if the dispute is not resolved within 60 days after receipt."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge within 120 days of the bill date, in writing if possible.","evidence":["the bill with the charge","account number","order confirmation or chat transcript with the expected price","payment confirmation"],"steps":[{"do":"Find the bill date. Contact Xfinity within 120 days of that date, or the agreement says you waive the dispute."},{"do":"Ask Xfinity Assistant to connect you to an agent, or call. Ask for a correction and a reference number.","channel":"xfinity-assistant-chat"},{"do":"For a missing, duplicate or misapplied payment, overpayment or refund, file the online report. Save the confirmation email.","channel":"payment-refund-issue-form"},{"do":"If not fixed, send a direct message to Xfinity Support on the community forum with your full name, service address and the timeline.","channel":"forum-direct-message"},{"do":"File an FCC complaint with the timeline and bill copies.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"The customer must contact Comcast within 120 days of the date on the bill, or waives any disputes or credits.","issues":["billing_error"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"process","claim":"Payment and refund issue reports need sign-in with the Xfinity ID. Xfinity sends a confirmation page and email and works requests in the order received.","issues":["billing_error","refund_request"],"source":"https://www.xfinity.com/support/articles/report-an-issue","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Check whether a promotion ended or a price guarantee applies, then dispute or negotiate.","evidence":["last bill before the increase","first bill after","order confirmation with promotion or 5-year guarantee terms","autopay and paperless status"],"steps":[{"do":"Compare the two bills. Check whether a promotion ended; the agreement says standard pricing applies at the end of a promotional period."},{"do":"If you signed up for the 5-Year Price Guarantee and the internet rate went up, dispute it as a billing error and cite the order confirmation.","channel":"xfinity-assistant-chat"},{"do":"If the increase is allowed, ask for current offers and whether the 5-Year Price Guarantee or another plan gives the same service for less.","channel":"customer-service-phone"},{"do":"If a material change hurts you, you can cancel. Act within 30 days, because continued use for more than 30 days after a change counts as acceptance.","channel":"cancel-page"}],"facts":[{"kind":"policy","claim":"At the end of a promotional period, Comcast's then-current standard pricing applies.","issues":["bill_increase"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast can change rates and charges with or without notice where the law permits. If a material change negatively affects the services, the customer may cancel; continued use for more than 30 days after the change is acceptance.","issues":["bill_increase"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast launched a five-year price guarantee on April 15, 2025 for new Xfinity Internet customers who choose it at sign-up, with no annual contract required.","issues":["bill_increase","price_negotiation"],"source":"https://corporate.comcast.com/press/releases/comcast-launches-five-year-guarantee-for-xfinity-internet-customers","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel by phone, scheduled call or at a store, then return all equipment and keep receipts.","evidence":["account number","cancellation confirmation","equipment return receipts with serial numbers"],"steps":[{"do":"Call 1-800-934-6489, schedule a call, or visit an Xfinity Store. The cancel page lists no online self-service option.","channel":"cancel-page"},{"do":"Return all equipment. Charges continue until service is disconnected and equipment is returned.","channel":"equipment-return"},{"do":"Watch for the final bill. Xfinity reviews refunds after equipment is returned or 30 days after disconnection, and refunds usually arrive in 4 to 6 weeks."}],"facts":[{"kind":"process","claim":"The cancel page tells customers to call 1-800-934-6489, schedule a call or visit an Xfinity Store to cancel.","issues":["cancel_service"],"source":"https://www.xfinity.com/cancel","last_verified":"2026-10-12"},{"kind":"policy","claim":"Comcast may refund prepaid monthly service fees charged after the effective termination date, less any amounts owed. Certain fees are non-refundable. Charges continue until services are disconnected and equipment is returned.","issues":["cancel_service","refund_request"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"process","claim":"Xfinity reviews the account for a refund once rented equipment is returned or 30 days after disconnection. Refunds go to the last payment method on file and typically arrive within 4 to 6 weeks; unreturned equipment charges may reduce or eliminate the refund.","issues":["cancel_service","refund_request"],"source":"https://www.xfinity.com/support/articles/refunds-from-xfinity","last_verified":"2026-10-12"},{"kind":"fee","claim":"Ending services under a minimum term agreement before the term ends may incur an early termination fee; the amount is in the minimum term agreement, not the residential agreement.","issues":["cancel_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return by store or prepaid UPS label, keep the receipt, and ask for removal of any unreturned equipment fee.","evidence":["store receipt or the top portion of the UPS label with tracking number","equipment serial numbers"],"steps":[{"do":"Print a prepaid UPS label from the Digital Return Center, or drop the equipment at an Xfinity Retail Store and get a receipt.","channel":"equipment-return"},{"do":"Return only the device, remote and power cord. Keep the top portion of the UPS label with the tracking number as your receipt."},{"do":"Allow up to two weeks for the return to show on the account. If an unreturned equipment fee appears, send the receipt and ask for a refund of the fee.","channel":"xfinity-assistant-chat"}],"facts":[{"kind":"deadline","claim":"The residential agreement requires return of all Xfinity equipment to a local service center or designated agent within ten (10) days after termination.","issues":["equipment_return","cancel_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"When equipment is replaced, Xfinity asks customers to return the old equipment within 30 days to avoid unreturned equipment charges.","issues":["equipment_return"],"source":"https://www.xfinity.com/support/articles/replace-your-xfinity-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"Unreturned equipment incurs an Unreturned Equipment Fee. If the customer pays it and later returns the equipment undamaged (normal wear excepted), the fee is refunded in full.","issues":["equipment_return"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Use the outage credit checker for a quick credit; request a pro rata credit within 120 days for outages over 24 hours.","evidence":["outage start and end dates and times","ticket or outage notice","the bill"],"steps":[{"do":"Check the outage map and use \"Check credit eligibility\". If eligible, the credit is applied automatically.","channel":"outage-credit-check"},{"do":"For an interruption of more than 24 consecutive hours, request a pro rata credit within 120 days.","channel":"xfinity-assistant-chat"},{"do":"Check the next bill to confirm the credit."}],"facts":[{"kind":"compensation","claim":"Customers may request a pro rata credit for any service interruption exceeding twenty-four (24) consecutive hours. The request must be made within 120 days of the interruption, and the credit will not exceed the fixed monthly charges for that month unless the law requires more.","issues":["service_outage"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"limit","claim":"The agreement makes a credit the sole and exclusive remedy for a service interruption. Maine, New Jersey, New York and Ohio have their own outage-credit rules listed in the same section.","issues":["service_outage"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity applies outage credit automatically to eligible accounts that have not reached the maximum credit limit.","issues":["service_outage"],"source":"https://www.xfinity.com/support/articles/check-service-outage","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To start arbitration, either side must first send a complete Notice of Dispute. Arbitration may start only if the dispute is not resolved within 60 days of receipt. Either side may instead use small claims court.","issues":["billing_error","poor_service"],"source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of first service activation at xfinity.com/arbitrationoptout or by mail; written notice must include name, service address and Comcast account number.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The agreement requires any proceeding or action to start within one (1) year of the event.","source":"https://www.xfinity.com/corporate/customers/policies/subscriberagreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband Facts labels are at xfinity.com/label. If a label cannot be found, Xfinity responds to a request made by chat or 1-800-XFINITY within 30 days.","source":"https://www.xfinity.com/support/articles/broadband-mobile-facts-labels","last_verified":"2026-10-12"}],"tips":[{"kind":"community","text":"Xfinity staff on the Xfinity Community Forum say there is no direct phone number for the retention department; follow the prompts on 1-800-COMCAST, or send a direct message to \"Xfinity Support\", whose staff have found customers a new promotion to lower the bill.","issues":["price_negotiation","bill_increase","cancel_service"],"source":"https://forums.xfinity.com/conversations/billing/retention-department-contact-information-needed/681a62e8ce99874d94d53b2b","last_verified":"2026-10-12"}],"known_blockers":["The cancel page lists no online cancellation; the account holder must call, schedule a call or visit a store.","The Digital Return Center, payment/refund issue form and outage credit checker need an Xfinity ID sign-in.","The contact-us page and Digital Return Center are JavaScript apps that do not render for automated fetches."],"notes":"Comcast's residential brand is Xfinity; Xfinity Mobile (wireless) and NOW Internet/NOW Mobile (prepaid) share the same support site. The residential agreement is the \"Xfinity Residential Services Agreement\".","official_domains":["xfinity.com","comcast.net","comcast.com"],"security":{"never_asks":[{"kind":"policy","claim":"Xfinity representatives will never ask for your username and password over the phone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity will not ask you to pay using a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo or Zelle, and does not accept payment with gift cards from other companies.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xfinity tells customers to check that an email sender's address ends in @comcast.net or @xfinity.com, and never to share a verification code with anyone.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Bad actors use phone numbers that look like Xfinity's, or rely on you calling a wrong number, to get account or payment information, place orders on your account, or have you ship a device or package.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites with small spelling mistakes or extra characters imitate xfinity.com or an Xfinity partner's site.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media messages from people who claim to be Xfinity employees, and emails or texts with links or QR codes that claim to be account updates.","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC warned on September 10, 2025 about robocalls and texts claiming a 50% discount on Comcast, Spectrum or Prime bills is about to expire; callers who call back are told to prepay several months of service with gift cards.","source":"https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-network-abuse","type":"web_form","label":"Xfinity Service Policy Assurance - report phishing, spam, online fraud or phone scams","value":"https://spa.xfinity.com/help/network-abuse?faq=report-online-harassment","source":"https://www.xfinity.com/support/articles/protecting-from-fraud","last_verified":"2026-10-12"}]}},{"id":"cox-communications","name":"Cox Communications","aliases":["cox","cox internet","cox cable"],"sector":"internet_tv","parent":"Charter Communications, Inc. (Spectrum); Cox Enterprises holds about 26% of the combined company","website":"https://www.cox.com","regulators":["fcc"],"channels":[{"id":"customer-agreement","type":"portal","label":"Spectrum Residential General Terms and Conditions of Service (Cox's customer service agreement now redirects here)","value":"https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service","access":"open","notes":"cox.com/aboutus/policies.html redirects to Cox's customer-service-agreement URL, which redirects to this Spectrum page. The Spectrum page timed out for automated fetch, so its contents were not confirmed.","source":"https://www.cox.com/aboutus/policies.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"cox.com pages now show only 'Cox is now Spectrum'. No Cox-specific number was confirmed; use the Spectrum channels in charter-spectrum."},{"rung":"retention"},{"rung":"written_complaint"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"customer-agreement"}],"playbooks":[{"issue":"service_outage","summary":"Former Cox customers are getting Spectrum's Customer Service Commitments, including credits for outages over two hours, within a year of the merger.","evidence":["outage start and end times","ticket number"],"steps":[{"do":"Report the outage and get a ticket number."},{"do":"Ask whether Spectrum's outage credit commitment (outages longer than two hours) applies to your account yet, and ask for the credit."},{"do":"If refused, file an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"compensation","claim":"Within a year of the August 2026 transaction, Cox customers will get Spectrum's Customer Service Commitments, including credits for outages that last longer than two hours and 24/7 U.S.-based customer service.","issues":["service_outage"],"source":"https://www.sec.gov/Archives/edgar/data/1091667/000114036126033909/ef20080687_ex99-1.htm","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Charter and Cox Communications completed their transaction (press release dated August 20, 2026). Spectrum is the consumer brand in former Cox markets, and Cox internet customers without Cox Mobile were offered a free Spectrum Mobile line for one year.","source":"https://www.sec.gov/Archives/edgar/data/1091667/000114036126033909/ef20080687_ex99-1.htm","last_verified":"2026-10-12"}],"known_blockers":["cox.com pages render only the title \"Cox is now Spectrum\"; Cox support and policy URLs redirect to spectrum.com, which times out for automated fetch."],"notes":"Cox Communications combined with Charter in August 2026 and now operates as Spectrum (\"Cox is now Spectrum\" on cox.com; newsroom.cox.com redirects to corporate.charter.com/newsroom). The combined parent will take the name Cox Communications within a year but keep the Spectrum brand. Use charter-spectrum for current channels once confirmed.","official_domains":["cox.com"]},{"id":"directv","name":"DIRECTV","aliases":["direct tv","directv stream","u-verse tv","uverse tv"],"sector":"internet_tv","website":"https://www.directv.com","account_url":"https://www.directv.com/login?returnUrl=overview","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"1-800-DIRECTV","value":"+1-800-347-3288","source":"https://www.directv.com/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"DIRECTV chat (\"Chat Now\" on the contact page)","value":"https://www.directv.com/customer-service","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","cancel_service","service_outage"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Return or recycle your DIRECTV equipment","value":"https://www.directv.com/support/article/000093574/","purposes":["equipment_return"],"access":"open","source":"https://www.directv.com/support","last_verified":"2026-10-12"},{"id":"equipment-lease-agreement","type":"portal","label":"DIRECTV Equipment Lease Agreement (PDF; non-return fees)","value":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","purposes":["equipment_return"],"access":"open","notes":"PDF metadata dates it to August 2016; the current lease page in the legal policy center did not load for automated fetch.","source":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","last_verified":"2026-10-12"},{"id":"stream-cancellation-policy","type":"portal","label":"DIRECTV STREAM cancellation policy (device return within 14 days)","value":"https://www.directv.com/legal/directv-stream-cancellation-policy/","purposes":["cancel_service","equipment_return"],"access":"open","source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-form","type":"portal","label":"Notice of Dispute form (PDF)","value":"https://www.directv.com/dtvassets/legal/notice-of-dispute_arbitration-form.pdf","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"DIRECTV Residential Terms of Service","value":"https://www.directv.com/legal/directv-residential-terms-of-service/","access":"open","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"legal-policy-center","type":"portal","label":"DIRECTV legal policy center (fee schedule, equipment lease agreement, U-verse TV terms)","value":"https://www.directv.com/legal/legal-policy-center/","access":"open","source":"https://www.directv.com/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","channel":"cancel-help","note":"The cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation."},{"rung":"written_complaint","channel":"arbitration-notice","note":"DIRECTV publishes no general complaint address; the Notice of Dispute is its written dispute channel."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Mail the Notice of Dispute and allow at least 60 days; then send a Demand for Arbitration to DIRECTV and the AAA. The consumer generally pays the $200 AAA filing fee."}],"playbooks":[{"issue":"cancel_service","summary":"Satellite customers cancel by phone; internet-only customers can cancel online. No prorated refund for partial months.","evidence":["account number","cancellation confirmation","contract end date","equipment return tracking"],"steps":[{"do":"Satellite customers call 800.531.5000. Internet-only customers can sign in and select \"Cancel service\".","channel":"cancel-help"},{"do":"Ask the agent which equipment must be returned. DIRECTV sends prepaid UPS, FedEx or US Mail return instructions. Dishes, outside equipment, cables, splitters and switches are yours to keep.","channel":"equipment-return"},{"do":"If you have a contract, ask for the exact early cancellation fee before you confirm."}],"facts":[{"kind":"policy","claim":"DIRECTV gives no prorated credit or refund for partial periods unless prohibited by law; service stays active until the end of the billing cycle.","issues":["cancel_service","refund_request"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"Customers with a contract may need to pay a fee for the number of months left on the contract.","issues":["cancel_service"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"process","claim":"A customer in a free trial who cancels has service end immediately and is not charged.","issues":["cancel_service"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return only what the agent says, with DIRECTV's prepaid shipping, and keep tracking.","evidence":["return tracking number","equipment serial or access card numbers"],"steps":[{"do":"Ask which equipment must be returned and use the prepaid return instructions DIRECTV sends. Ship satellite receivers so they arrive within 21 days of termination, and DIRECTV STREAM devices within 14 days after cancellation.","channel":"equipment-return"},{"do":"Keep the tracking number. If a non-return fee appears, send the tracking number and ask for removal.","channel":"customer-service-phone"}],"facts":[{"kind":"fee","claim":"Customers with DIRECTV equipment may have to return it to avoid a non-return fee; DIRECTV sends return instructions and prepays shipping via UPS, FedEx or US Mail.","issues":["equipment_return"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"The DIRECTV Equipment Lease Agreement (2016 PDF) charges $45 for each standard receiver, HD receiver and Genie Mini, and $135 for each DVR, HD DVR and Genie HD DVR, if leased equipment is not received within 21 days of termination of base programming or is returned damaged.","issues":["equipment_return","cancel_service"],"source":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"DIRECTV STREAM devices must be returned within 14 days after cancellation by USPS with the return label sent with the equipment (call 800.531.5000 for a label); otherwise, or if damaged beyond normal wear, the non-return fee is $120.","issues":["equipment_return","cancel_service"],"source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Chat or call first; if not resolved, mail a Notice of Dispute.","evidence":["the bill","account number","offer or order confirmation"],"steps":[{"do":"Ask chat or 1-800-531-5000 to correct the charge. Get a reference number.","channel":"customer-service-phone"},{"do":"If not resolved, mail a complete Notice of Dispute and keep a copy.","channel":"arbitration-notice"},{"do":"File an FCC complaint with the bill and notice.","regulator":"fcc"}],"facts":[{"kind":"process","claim":"DIRECTV says most bill or service concerns can be resolved by chat or 1 (800) 531-5000; otherwise the dispute process starts with a Notice of Dispute and at least 60 days for DIRECTV to investigate.","issues":["billing_error"],"source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Claims within the small claims court's jurisdiction may be brought there instead of arbitration. Arbitration is individual only and administered by the AAA; the consumer is generally responsible for the $200 filing fee and DIRECTV pays the rest.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration provisions in agreements before November 7, 2023 are posted separately in the legal policy center; the current Residential Terms of Service govern newer accounts.","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"}],"known_blockers":["Satellite cancellation needs a phone call; only internet-only accounts can cancel online after sign-in.","The Residential Terms of Service, fee schedule and return article load by JavaScript and do not render for automated fetches; satellite non-return fees come from a 2016 lease PDF and may be out of date."],"notes":"DIRECTV (satellite, DIRECTV STREAM / via Internet) also serves U-verse TV customers; U-verse TV terms and fee schedules are in the DIRECTV legal policy center. Site trademarks are held by DIRECTV, LLC. Current ownership (TPG and AT&T) and the end of the 2024 DIRECTV-DISH deal were not confirmed on a fetched official page.","official_domains":["directv.com"],"security":{"never_asks":[{"kind":"policy","claim":"DIRECTV representatives will never reach out to ask for personal or account information.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"DIRECTV representatives will never ask you to pay upfront for discounted services or promotions, or to replace your current equipment, and will not accept prepaid or third-party retail gift cards as payment.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for advance payment for 'discounted services or upgraded equipment', often by prepaid credit card or retail gift card, and may give a toll-free number to seem legitimate.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, texts or social media messages ask you to 'verify your account', or claim an order was cancelled, a payment failed or fraud was detected.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraudulent-account","type":"web_form","label":"Report a DIRECTV account opened in your name (identity theft claim)","value":"https://accountverification.directv.com","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}]}},{"id":"dish-network","name":"DISH","aliases":["dish network","dish tv","dish network llc"],"sector":"internet_tv","parent":"EchoStar Corporation","website":"https://www.dish.com","account_url":"https://my.dish.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"DISH customer service (800-333-DISH)","value":"+1-800-333-3474","hours":"24 hours a day, any day of the year","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"DISH Spanish-language line (888-599-DISH)","value":"+1-888-599-3474","source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"id":"executive-customer-service-email","type":"email","label":"DISH customer service email (executive customer service)","value":"executivecustomerservice@dish.com","purposes":["billing_error","poor_service","cancel_service","equipment_return"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"id":"cancel-email","type":"email","label":"DISH cancellation by email","value":"onlinecancellation@dish.com","purposes":["cancel_service"],"notes":"The agreement accepts cancellation notice by phone, this email, or the general customer service mailing address. Cancellation is effective no sooner than the date DISH receives the notice.","source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"id":"customer-service-mail","type":"mail","label":"DISH general customer service mailing address","value":"DISH NETWORK L.L.C., CUSTOMER SERVICE CENTER, P.O. BOX 9033, LITTLETON, CO 80160-9033","purposes":["billing_error","cancel_service","poor_service"],"notes":"Do not write to the payment address; it is a third-party payment processing center.","source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"id":"mydish","type":"portal","label":"MyDISH account (pay bill, manage service)","value":"https://my.dish.com","access":"login","source":"https://www.dish.com/contact","last_verified":"2026-10-12"},{"id":"support-site","type":"portal","label":"DISH help center","value":"https://support.dish.com/","source":"https://www.dish.com/contact","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Dispute Resolution Notice (Section 12 of the Residential Customer Agreement)","value":"DISH Network L.L.C., Attn - Office of the General Counsel, 9601 South Meridian Boulevard, Englewood, Colorado 80112","notes":"Section 12 names this \"Legal Dispute Notice Address\". Section 1 of the same agreement and the DISH Dispute Resolution Notice form instead give DISH Network L.L.C., Attn - Dispute Resolution, P.O. Box 9033, Littleton, CO 80160-9033. Send to both and keep proof of delivery.","source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-form","type":"portal","label":"DISH Dispute Resolution Notice form (PDF)","value":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/tv-plan-agreements/dispute-resolution-notice--English.pdf","source":"https://www.dish.com/legal","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-form","type":"portal","label":"DISH arbitration opt-out form (within 30 days of account setup or service start)","value":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/tv-plan-agreements/arbitration-opt-out--English.pdf","source":"https://www.dish.com/legal","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"DISH Residential Customer Agreement (9.10.26)","value":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","access":"open","source":"https://www.dish.com/legal","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"DISH publishes no separate retention number."},{"rung":"written_complaint","channel":"customer-service-mail"},{"rung":"executive","channel":"executive-customer-service-email"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send a signed Dispute Resolution Notice first. The agreement bars arbitration or small claims for at least 60 days after notice (the notice form says 30 days). The claimant must also personally take part in an individual settlement conference."}],"playbooks":[{"issue":"cancel_service","summary":"Cancel by phone, email or mail; get written proof because cancellation counts only from receipt.","evidence":["account number","date DISH received the cancellation","promotion agreement with the term commitment","return labels and tracking"],"steps":[{"do":"Send cancellation by email to onlinecancellation@dish.com so you have a dated record, or call 800-333-3474.","channel":"cancel-email"},{"do":"Check the promotion agreement for an Early Termination Fee if you are inside a term commitment.","channel":"customer-agreement"},{"do":"Return all leased equipment within 30 days using the labels or boxes DISH sends, and keep tracking."}],"facts":[{"kind":"process","claim":"Customers may cancel at any time, including during a term commitment, by notice via 800-333-DISH, onlinecancellation@dish.com or the general customer service mailing address. Cancellation is effective no sooner than the date DISH actually receives the notice.","issues":["cancel_service"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"An Early Termination Fee may apply when service is cancelled before a term commitment ends; details are in the promotion agreement. DISH does not charge it if service is disconnected within 24 hours after accepting the agreement.","issues":["cancel_service"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"DISH gives no credits, refunds or price reductions on cancellation or disconnection, including for unused portions of promotional discounts.","issues":["cancel_service","refund_request"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return leased equipment within 30 days; equipment counts as returned only when DISH receives it.","evidence":["return label or box tracking numbers","receiver serial numbers"],"steps":[{"do":"Within 30 days after cancellation, ship leased equipment with the return labels or boxes DISH sends. If it came from a retailer and you cancel within the first 30 days, return it to that retailer."},{"do":"Keep tracking until DISH confirms receipt. You bear the risk of loss in shipment."},{"do":"If billed for returned equipment, email the tracking numbers and ask for removal.","channel":"executive-customer-service-email"}],"facts":[{"kind":"deadline","claim":"All leased equipment must be returned in good operating condition within thirty (30) days after cancellation or disconnection. Equipment is not deemed returned until DISH receives it, and the customer bears the risk of loss in shipment.","issues":["equipment_return","cancel_service"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"DISH charges an Equipment Return TV Fee of up to $20.00 for each return label or empty box it sends. Charges for unreturned or damaged equipment are set in the promotion agreement.","issues":["equipment_return"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Call or email customer service, then send a Dispute Resolution Notice if not fixed.","evidence":["the bill","account number","promotion agreement"],"steps":[{"do":"Call 800-333-3474 or email customer service with the charge, the correct amount and evidence.","channel":"executive-customer-service-email"},{"do":"If not fixed, send a signed Dispute Resolution Notice with every disputed transaction and an itemized damages calculation.","channel":"arbitration-notice"},{"do":"File an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"fee","claim":"The Late Payment Fee is $12.00 ($10.00 for residents of Virginia, Maine or Arizona).","issues":["billing_error"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Customers may opt out of the arbitration provision within 30 days after setting up an account or starting service, whichever is first, by written notice to DISH Network L.L.C., Attn Office of the General Counsel, 9601 South Meridian Boulevard, Englewood, Colorado 80112; a notice postmarked later is invalid.","source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"A Dispute Resolution Notice must be a declaration signed under penalty of perjury with name, account number, contact information, a factual description of each disputed transaction, an itemized calculation of damages, and the requested resolution.","source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The agreement says DISH is not liable for any interruption in service; it contains no outage credit provision.","issues":["service_outage"],"source":"https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf","last_verified":"2026-10-12"}],"known_blockers":["The agreement gives two different Dispute Resolution Notice addresses (Section 1 and the notice form - P.O. Box 9033 Littleton; Section 12 - 9601 South Meridian Boulevard, Englewood).","The DISH support site and contact pages redirect several times and list no chat option."],"notes":"DISH Network L.L.C. (formerly EchoStar Satellite L.L.C.) provides DISH satellite TV. Parent EchoStar Corporation also owns Sling TV, Boost Mobile and Hughes; EchoStar said on June 22, 2026 that it will change its Nasdaq ticker from SATS to ECHO. Sling TV has its own support and is not covered by this file. Corporate headquarters - 9601 S. Meridian Blvd., Englewood, CO 80112.","official_domains":["dish.com","mydish.com","dishemail.com"],"security":{"never_asks":[{"kind":"policy","claim":"DISH will never call you asking for account details such as your account number, security code, receiver number or location ID.","source":"https://support.dish.com/helpful-tools/consumer-protection","last_verified":"2026-10-12"},{"kind":"policy","claim":"DISH will never require that you use one particular payment method.","source":"https://support.dish.com/helpful-tools/consumer-protection","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for upfront payment by money order (such as Green Dot or Western Union) or gift cards, or offer deals that require paying 6 months or a year in advance. DISH bills monthly.","source":"https://support.dish.com/helpful-tools/consumer-protection","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof DISH's phone number so the call appears to come from DISH. Verify by calling 800-333-DISH (800-333-3474).","source":"https://support.dish.com/helpful-tools/consumer-protection","last_verified":"2026-10-12"},{"kind":"policy","claim":"Spoofed emails say immediate action is needed to prevent an installation from being cancelled.","source":"https://support.dish.com/helpful-tools/consumer-protection","last_verified":"2026-10-12"}]}},{"id":"frontier-communications","name":"Frontier","aliases":["frontier","frontier fiber","frontier internet"],"sector":"internet_tv","parent":"Verizon Communications Inc.","website":"https://frontier.com","regulators":["fcc"],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"disconnect-help","type":"portal","label":"Disconnecting your service (final bill, equipment return, refunds)","value":"https://frontier.com/helpcenter/account/disconnecting-your-service","purposes":["cancel_service","equipment_return","refund_request"],"access":"open","source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"How to return Frontier equipment (The UPS Store QR code or prepaid mailer)","value":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","purposes":["equipment_return"],"access":"open","source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"id":"outage-check","type":"portal","label":"Check for service outages","value":"https://frontier.com/helpcenter/internet/troubleshooting/check-for-service-outages","purposes":["service_outage"],"source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"},{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"retention","note":"Frontier publishes no retention number."},{"rung":"written_complaint","channel":"consumer-relations-notice"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge within 30 days of receiving the bill; the bill cannot be challenged after 90 days.","evidence":["the bill","account number","order confirmation with the quoted price"],"steps":[{"do":"Within 30 days of receiving the bill, dispute the charge. In the MyFrontier app use My Billing, then \"Get help with your bill\", or use chat.","channel":"support-chat"},{"do":"If the charge is not fixed, send written notice to Consumer Relations with the copy to Verizon Legal.","channel":"consumer-relations-notice"},{"do":"File an FCC complaint with the bill and your written notice.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"The general terms tell customers to contact Frontier within thirty (30) days after receiving a bill about any charges they dispute, and say a bill is not subject to further challenge if Frontier receives no notice of a payment dispute within ninety (90) days after receipt.","issues":["billing_error"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"To dispute a charge, use the MyFrontier app - My Billing, then \"Get help with your bill\".","issues":["billing_error"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Frontier may change rates unless a Price Protection Plan applies; continued use is acceptance.","evidence":["bills before and after","order confirmation","any Price Protection Plan terms"],"steps":[{"do":"Check whether the account has a Price Protection Plan or a term arrangement that fixes the price. If so, dispute the increase as a billing error.","channel":"support-chat"},{"do":"If you do not accept the change, the terms require you to stop using the service and notify Frontier.","channel":"consumer-relations-notice"}],"facts":[{"kind":"policy","claim":"Unless prohibited by law or guaranteed by a Price Protection Plan, Frontier may change monthly rates, fees and surcharges at any time with notice on its website, by email or mail, or by bill message. Continuing to use the service after notice is acceptance.","issues":["bill_increase"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel through chat, then return all equipment within 30 days of the disconnect date.","evidence":["disconnect date","confirmation","UPS tracking receipt"],"steps":[{"do":"Ask chat to schedule the disconnect. Service stays active until 12:01 AM on the disconnect date.","channel":"support-chat"},{"do":"Return all equipment, including power cords, within 30 days of the disconnect date.","channel":"equipment-return"},{"do":"Expect up to three final bills. Online account access lasts up to 120 days after disconnection.","channel":"disconnect-help"}],"facts":[{"kind":"policy","claim":"Residential internet is billed in full through the end of the billing cycle; customers may receive up to three final bills.","issues":["cancel_service"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"An early termination fee applies if you cancel before a contract or promotional period ends.","issues":["cancel_service"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"process","claim":"Credit balances are refunded if there are no outstanding fees - by paper check for amounts under $5 or over $500, otherwise on a prepaid MasterCard. Refunds take up to three billing cycles, then 15-20 business days after processing.","issues":["cancel_service","refund_request"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return within 30 days at The UPS Store with the QR code, or by prepaid mailer at a UPS location; keep the receipt.","evidence":["UPS tracking receipt","equipment serial numbers"],"steps":[{"do":"Take the equipment and power cord to a The UPS Store and have the QR code scanned, or pack the prepaid mailer kit and drop it at a UPS location. Affiliated or contracted UPS locations do not accept the QR code.","channel":"equipment-return"},{"do":"Get a receipt with tracking. If an unreturned equipment fee appears, send the receipt by chat and ask for removal.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"Equipment, including power cords, must be returned within 30 days of the disconnect date.","issues":["equipment_return","cancel_service"],"source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"A fee of up to $500 for each unreturned device applies if equipment is not returned within 30 days.","issues":["equipment_return"],"source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returning Frontier equipment after disconnection may incur a restocking fee, currently $50.","issues":["equipment_return"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; Frontier's internet terms reserve the right to refuse outage credits.","evidence":["outage dates","ticket number"],"steps":[{"do":"Check the outage page and report the outage by chat. Get a ticket number.","channel":"outage-check"},{"do":"Ask for a credit for the days without service. If refused, file an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"limit","claim":"The residential internet terms say Frontier reserves the right to refuse refunds, offsets and credit allowances for interruptions of service, and cap liability at a pro rata credit of monthly fees paid in the 90 days before the claim arose.","issues":["service_outage"],"source":"https://frontier.com/documents/corporate/terms/residential-internet-service-may-2025.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If Frontier does not remedy a breach within thirty (30) days after receiving the customer's notice, the customer may terminate by written notice to the Notice address or by contacting customer service; the remedy is termination and/or a credit not exceeding ninety (90) days of charges.","issues":["poor_service","cancel_service"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"Late payments may incur a late fee of 1.5% per month or the highest rate allowed by law; returned checks carry a handling charge of up to $35.00 depending on the state.","issues":["billing_error"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","official_domains":["frontier.com"]},{"id":"google-fiber","name":"gFiber","aliases":["google fiber","g fiber"],"sector":"internet_tv","parent":"Google Fiber Inc. (named as the internet provider in the residential terms)","website":"https://gfiber.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"gFiber customer service team","value":"+1-866-777-7550","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://gfiber.com/legal/terms/residential/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"gFiber \"Chat with us\"","value":"https://gfiber.com/support/?cardName=Chat%20with%20us","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"source":"https://gfiber.com/support/en/","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Google Fiber support contact form (named in the residential terms)","value":"https://support.google.com/fiber/contact/fiber_general_open","purposes":["billing_error","poor_service"],"source":"https://gfiber.com/legal/terms/residential/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"gFiber Help Center","value":"https://gfiber.com/support/en/","access":"open","source":"https://gfiber.com/","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (arbitration)","value":"Google Fiber Inc. c/o Corporation Service Company, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, CA 95833","notes":"Either side may start arbitration only if the dispute is not resolved within 60 days after the notice is received.","source":"https://gfiber.com/legal/terms/residential/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"gFiber Residential Terms of Service (last modified 2026-05-05)","value":"https://gfiber.com/legal/terms/residential/","access":"open","source":"https://gfiber.com/legal/terms/","last_verified":"2026-10-12"},{"id":"uptime-guarantee","type":"portal","label":"Uptime Guarantee Agreement (automatic outage credit)","value":"https://gfiber.com/legal/terms/residential/uga/","purposes":["service_outage"],"access":"open","source":"https://gfiber.com/","last_verified":"2026-10-12"},{"id":"fee-schedule","type":"portal","label":"Equipment replacement fee schedule","value":"https://gfiber.com/legal/schedule/","purposes":["equipment_return"],"access":"open","source":"https://gfiber.com/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"gFiber broadband labels","value":"https://gfiber.com/broadband-labels/","access":"open","source":"https://gfiber.com/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"gFiber publishes no retention number."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Mail the Notice of Dispute first; arbitration can start only if the dispute is not resolved within 60 days after receipt. Small claims court is allowed."}],"playbooks":[{"issue":"service_outage","summary":"The Uptime Guarantee applies a 25% credit automatically when monthly uptime falls below 99.9%.","evidence":["outage dates and duration","monthly uptime report"],"steps":[{"do":"Report the outage by chat or phone and get a ticket number.","channel":"support-chat"},{"do":"Check the bill for the second billing cycle after the outage month for the automatic Uptime Guarantee credit.","channel":"uptime-guarantee"},{"do":"If the credit is missing, ask customer service to apply it.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"If monthly uptime falls below 99.9%, gFiber credits 25% of the Monthly Recurring Charge. The credit is applied automatically, at gFiber's sole discretion as to eligibility, on the bill for the second billing cycle after the month the guarantee was missed.","issues":["service_outage"],"source":"https://gfiber.com/legal/terms/residential/uga/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Uptime credits cannot exceed 25% of the Monthly Recurring Charge in a billing month. Scheduled maintenance, customer-caused problems, customer or third-party equipment, and events beyond gFiber's control such as commercial power outages are excluded. The guarantee is the sole remedy for missing it.","issues":["service_outage"],"source":"https://gfiber.com/legal/terms/residential/uga/","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Pick a cancellation date; the unused part of the cycle is credited and any credit balance is refunded.","evidence":["cancellation confirmation","cancellation date","equipment return proof"],"steps":[{"do":"Contact customer service and choose a cancellation date. Service stays on until that date.","channel":"customer-service-phone"},{"do":"Return gFiber equipment within 60 days after cancellation to avoid replacement fees.","channel":"fee-schedule"},{"do":"Check that any credit balance is refunded to the last payment method on the account."}],"facts":[{"kind":"policy","claim":"On cancellation, service stays available until the cancellation date the customer selects; the remaining part of the current billing cycle is credited toward any balance, and any credit balance is refunded to the last used payment method.","issues":["cancel_service","refund_request"],"source":"https://gfiber.com/legal/terms/residential/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return equipment within 60 days after service ends or pay the replacement fee.","evidence":["return receipt or tracking number","device serial numbers"],"steps":[{"do":"Ask customer service how to return the equipment and get proof of return.","channel":"customer-service-phone"},{"do":"If charged a replacement fee for returned equipment, send the proof and ask for removal.","channel":"contact-form"}],"facts":[{"kind":"fee","claim":"Replacement fees plus taxes apply for equipment lost, damaged or not returned within 60 days after service ends, for example Wi-Fi 6E router $200, Multi-Gig router (GFRG300) $280, Nest Wifi Pro $120 per device, Phone Box $100; the Fiber Jack $100 fee applies only if lost or damaged.","issues":["equipment_return"],"source":"https://gfiber.com/legal/schedule/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Customers can opt out of arbitration within 30 days of accepting the terms (or longer if law requires) using the online opt-out form at /account/forms/optoutarbitration.","source":"https://gfiber.com/legal/terms/residential/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Changes to the terms become effective no sooner than fourteen days after they are posted. Service may be suspended or terminated if payment is more than thirty (30) days past due.","issues":["bill_increase","disconnection"],"source":"https://gfiber.com/legal/terms/residential/","last_verified":"2026-10-12"}],"known_blockers":["The Help Center \"Call us\" button has no phone number; the number appears only in the terms.","The arbitration opt-out form is in the signed-in account area."],"notes":"Google Fiber has rebranded as gFiber (\"Google Fiber is now gFiber\" on gfiber.com); fiber.google.com redirects to gfiber.com. The residential terms (last modified 2026-05-05) name Google Fiber Inc. for internet and Google Fiber North America Inc. for phone. Footer address - 3601 South Congress Ave, Building J, Austin, TX 78704. Any ownership change involving Alphabet, Astound or Stonepeak was not confirmed on a fetched official page.","official_domains":["gfiber.com","google.com"]},{"id":"kinetic-windstream","name":"Kinetic","aliases":["kinetic","windstream","kinetic by windstream","gokinetic"],"sector":"internet_tv","parent":"Uniti Group Inc.","website":"https://www.gokinetic.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"financial-phone","type":"phone","label":"Kinetic financial services line","value":"+1-800-537-7755","hours":"Mon-Fri 8:00am-6:00pm ET, Sat 8:30am-5:00pm ET","purposes":["billing_error","debt_collection"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Kinetic Digital Assistant chat (can connect to a live representative or open a trouble ticket)","value":"https://www.gokinetic.com/support","purposes":["service_outage","billing_error"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"},{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Kinetic publishes no retention number."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"executive","channel":"executive-customer-relations","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Dispute in writing within 60 days after the bill date.","evidence":["the bill","account number","offer conditions or order confirmation"],"steps":[{"do":"Call and ask for a correction. Get a reference number.","channel":"customer-service-phone"},{"do":"Within 60 days after the date on the bill, send the dispute in writing to Executive Customer Relations.","channel":"executive-customer-relations"},{"do":"If not resolved within 60 days, file an FCC complaint or use small claims court.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Billing disputes must be submitted in writing within sixty (60) days after the date on the bill.","issues":["billing_error"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Kinetic can raise charges with notice; a material change lets you cancel without an early cancellation fee.","evidence":["bills before and after","the notice of change"],"steps":[{"do":"Find the notice of the change. If there was none, dispute the increase as a billing error.","channel":"customer-service-phone"},{"do":"If the change is material, you may end the affected service with thirty (30) days' written notice and no early cancellation fee.","channel":"executive-customer-relations"}],"facts":[{"kind":"policy","claim":"Kinetic may change charges at any time if it gives notice. If a change is material, the customer may terminate the affected service by giving thirty (30) days' written notice without an early cancellation fee.","issues":["bill_increase","cancel_service"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel by phone; give 30 days notice for month-to-month service; no termination fee.","evidence":["cancellation date and confirmation","modem return receipt"],"steps":[{"do":"Call 1-800-347-1991 to cancel. Give at least 30 days notice before the termination date.","channel":"customer-service-phone"},{"do":"Return any rented modem within 30 days after service ends."}],"facts":[{"kind":"policy","claim":"Month-to-month customers may cancel at any time without penalty by phone at 1-800-347-1991; month-to-month termination needs notice at least thirty (30) days before the effective date.","issues":["cancel_service"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"kind":"fee","claim":"Kinetic says it does not charge a termination fee if you decide to cancel service.","issues":["cancel_service"],"source":"https://www.gokinetic.com/support/my-account/billing-payments/is-there-an-early-cancellation-fee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Deposits are refunded once satisfactory credit is established or on termination; advance payments made after installation are not refunded.","issues":["cancel_service","deposit_refund"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a rented modem within 30 days after service ends or pay $100.","evidence":["return receipt or tracking number","modem serial number"],"steps":[{"do":"Ask customer service how to return the modem and get proof of return.","channel":"customer-service-phone"},{"do":"If charged the $100 fee after returning the modem, send the proof and ask for removal.","channel":"executive-customer-relations"}],"facts":[{"kind":"fee","claim":"Rented modems must be returned within thirty (30) days after services end; otherwise the account is automatically charged a $100 fee.","issues":["equipment_return"],"source":"https://www.gokinetic.com/about/legal/product-specific-terms","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report promptly and ask for a credit for interruptions over 24 hours.","evidence":["outage start and end","repair ticket number"],"steps":[{"do":"Report the outage at once through the Go Kinetic portal or app, chat, or 1-800-347-1991 (24/7). Get a ticket number.","channel":"customer-service-phone"},{"do":"Ask for a credit for the interruption. Credits are issued on request for interruptions longer than 24 hours."}],"facts":[{"kind":"compensation","claim":"Kinetic's policy is generally to issue a credit, upon request, for service interruptions greater than 24 hours; no credit if Kinetic is not notified promptly or the cause is beyond its control.","issues":["service_outage"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","official_domains":["gokinetic.com"]},{"id":"lumen-centurylink","name":"CenturyLink","aliases":["centurylink","lumen","lumen technologies","quantum fiber"],"sector":"internet_tv","parent":"Lumen Technologies, Inc. (CenturyLink); AT&T (Quantum Fiber since its 2026 subscriber agreement)","website":"https://www.centurylink.com","account_url":"https://dh.centurylink.com/","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"CenturyLink account and tech support (\"CTL Only\" region on the contact page)","value":"+1-800-201-4099","hours":"Repair 24x7; internet 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"For Spanish, choose option 9.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"customer-service-phone-qwest-region","type":"phone","label":"CenturyLink account and tech support (\"Q Only\" and \"OOR Only\" regions on the contact page)","value":"+1-800-244-1111","hours":"Monday - Friday 8 am - 6 pm local time","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"CenturyLink chat (7 days a week)","value":"https://www.centurylink.com/home/help/contact.html","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"notes":"Start chat with the \"Chat\" or \"Let's Chat\" control on the contact page.","source":"https://www.centurylink.com/home/help/contact.html","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel your CenturyLink service (call or chat)","value":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","purposes":["cancel_service"],"access":"open","source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"How to pack and return the CenturyLink modem (UPS label or QR code)","value":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","purposes":["equipment_return"],"access":"open","source":"https://www.centurylink.com/home/help/internet/modems-and-routers/how-to-pack-and-return-the-modem.html","last_verified":"2026-10-12"},{"id":"claim-notice-email","type":"email","label":"CenturyLink written Notice of Claim (required before a lawsuit)","value":"legalaffairs@lumen.com","purposes":["billing_error","poor_service"],"notes":"The notice must be individual and include account number, facts, an estimate of money damages and how it was calculated, any non-monetary relief sought, and supporting documents.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"claim-notice-mail","type":"mail","label":"CenturyLink written Notice of Claim by mail","value":"Lumen Technologies, Attn - Litigation Department, 931 14th Street, Suite 900, Denver, CO 80202","purposes":["billing_error","poor_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"CenturyLink Internet Subscriber Agreement (effective November 1, 2025)","value":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","access":"open","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-phone","type":"phone","label":"Quantum Fiber (from AT&T) customer support","value":"+1-833-250-6306","hours":"7 days a week, 7 a.m. to 11 p.m. CST","purposes":["billing_error","cancel_service","service_outage","equipment_return"],"source":"https://www.quantumfiber.com/support/contact.html","last_verified":"2026-10-12"},{"id":"quantum-fiber-email","type":"email","label":"Quantum Fiber customer service email (billing disputes, cancellation, equipment)","value":"fibersuccess@quantumfiber.com","purposes":["billing_error","cancel_service","equipment_return"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-arbitration-notice","type":"mail","label":"Quantum Fiber Notice of Dispute (AT&T legal department)","value":"Legal Department - Notice of Dispute, AT&T, 208 S. Akard, Office","notes":"Can also be submitted online following the instructions at att.com/noticeofdispute. The form is at att.com/arbitration-forms and must be personally signed.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"},{"id":"quantum-fiber-agreement","type":"portal","label":"Quantum Fiber from AT&T Internet Subscriber Agreement (V.02.02.2026)","value":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","access":"open","source":"https://www.quantumfiber.com/legal.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"CenturyLink publishes no retention number."},{"rung":"written_complaint","channel":"claim-notice-email","note":"CenturyLink requires a written Notice of Claim before any lawsuit."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims","note":"The CenturyLink agreement sends disputes to court (bench trial, jury waived), not arbitration, after a 60-day resolution window. CenturyLink reimburses small claims filing fees when the terms are followed."},{"rung":"arbitration","channel":"quantum-fiber-arbitration-notice","note":"Quantum Fiber (AT&T) customers only. Send the Notice of Dispute first and allow 60 days after a complete notice."}],"playbooks":[{"issue":"billing_error","summary":"Call or chat before the due date; if not fixed, send a written Notice of Claim.","evidence":["the bill","account number","order confirmation"],"steps":[{"do":"Contact CenturyLink customer service before the bill due date. Charges continue unless you tell CenturyLink promptly.","channel":"customer-service-phone"},{"do":"If not resolved, email a written Notice of Claim with account number, facts, amount and supporting documents.","channel":"claim-notice-email"},{"do":"File an FCC complaint with the bill and the notice.","regulator":"fcc"},{"do":"Quantum Fiber customers have 180 days from the bill date to notify customer service or send a Notice of Dispute.","channel":"quantum-fiber-email"}],"facts":[{"kind":"deadline","claim":"The CenturyLink agreement asks customers to contact customer service before the due date about a disputed charge; charges continue unless CenturyLink is informed promptly.","issues":["billing_error"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Quantum Fiber customers have 180 days from the bill date to notify customer service or submit a Notice of Dispute, or they waive the right to dispute the bill (except in states that prohibit this provision).","issues":["billing_error"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"CenturyLink must give 30 days written notice of a monthly charge increase.","evidence":["bills before and after","the notice of change"],"steps":[{"do":"Check the bill or email for the 30-day written notice. If there was none, dispute the increase as a billing error.","channel":"customer-service-phone"},{"do":"Ask for a lower plan or current offer. Write down every offer with the name and date."}],"facts":[{"kind":"policy","claim":"Increases to monthly recurring and non-recurring charges are effective upon 30 days written notice, including email and messages on or with the invoice.","issues":["bill_increase"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Quantum Fiber, a customer who does not accept a materially adverse change during a commitment must cancel within 14 days of the notice to avoid an early termination fee.","issues":["bill_increase","cancel_service"],"source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel by phone or chat (not email), then return leased equipment within 30 days.","evidence":["cancellation date and confirmation","UPS return receipt"],"steps":[{"do":"Call or chat to cancel. The agreement says you cannot cancel by email.","channel":"cancel-help"},{"do":"Return any leased modem, router or Connected Voice equipment within 30 days.","channel":"equipment-return"},{"do":"Check the final bill. Any deposit and interest are applied to the final balance."}],"facts":[{"kind":"process","claim":"The agreement states customers cannot terminate service by email; they must call the number on the bill or use the listed websites.","issues":["cancel_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The early termination charge for a term commitment is 100% of the monthly recurring charge times the months remaining in the first 12 months, plus 40% of the monthly charge for remaining months after that. It is waived if the customer notifies CenturyLink within 30 days of ordering.","issues":["cancel_service"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Satellite TV bought through CenturyLink (DIRECTV or DISH) must be cancelled directly with that provider.","issues":["cancel_service"],"source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return leased equipment by UPS within 30 days; CenturyLink stores do not accept returns.","evidence":["UPS receipt with tracking number","equipment serial number"],"steps":[{"do":"Get a return label by email or a QR code for The UPS Store from the return page, and drop the box at an authorized UPS Shipping Center.","channel":"equipment-return"},{"do":"Keep the UPS receipt. If you are charged for returned equipment, send the tracking number by chat.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"Leased equipment must be returned within 30 days after termination; otherwise CenturyLink may charge up to the Equipment Charge.","issues":["equipment_return"],"source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returning equipment within 30 days of cancelling avoids an equipment charge of up to $200.","issues":["equipment_return"],"source":"https://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-service.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"CenturyLink disputes go to court, not arbitration. The customer must first present the claim in writing; a lawsuit may be filed only if the claim is not resolved within 60 days after CenturyLink receives the notice. Both sides waive a jury trial.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"CenturyLink reimburses filing fees for a small claims lawsuit filed in line with the agreement's dispute terms, whether or not the customer wins.","source":"https://www.centurylink.com/aboutus/legal/internet-subscriber-agreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Quantum Fiber disputes need a Notice of Dispute to AT&T and 60 days after a complete notice before arbitration; legal action must start within two years of the event.","source":"https://quantumfiber.com/on/demandware.static/Sites-QFCC-Site/Sites-QFCC-Library/-/legal/internet-subscriber-agreement.pdf","last_verified":"2026-10-12"}],"known_blockers":["CenturyLink chat opens from a page control and has no direct URL.","CenturyLink stores do not accept equipment returns; returns go through UPS only."],"notes":"\"CenturyLink\" is a trade name of affiliates of Lumen Technologies, Inc. (per the Internet Subscriber Agreement effective November 1, 2025). Quantum Fiber is now \"Quantum Fiber from AT&T\": its subscriber agreement (V.02.02.2026) is between AT&T and the customer and incorporates the AT&T Consumer Services Agreement, and quantumfiber.com carries AT&T branding. CenturyLink copper/DSL service remains with Lumen; its site does not mention AT&T. Quantum Fiber channels are kept here for lookup; for AT&T Fiber accounts use the AT&T file.","official_domains":["centurylink.com","centurylink.net","lumen.com","quantumfiber.com"],"security":{"never_asks":[{"kind":"policy","claim":"CenturyLink will never contact you via email or phone to get your personal information, including your Social Security number or your credit card number.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudulent websites and emails pose as CenturyLink and ask you to confirm account or personal details, sometimes with urgent requests for money.","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-impersonation-residential","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (residential customers)","value":"+1-800-366-8201","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"},{"id":"report-impersonation-business","type":"phone","label":"Report CenturyLink impersonation or a fraudulent site (small business customers)","value":"+1-877-365-0045","source":"https://www.centurylink.com/aboutus/legal/online-security.html","last_verified":"2026-10-12"}]}},{"id":"mediacom","name":"Mediacom","aliases":["mediacom cable","mediacom communications"],"sector":"internet_tv","parent":"Mediacom Communications Corporation","website":"https://mediacomcable.com","account_url":"https://support.mediacomcable.com/Account/Dashboard","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Mediacom customer service (also the cancellation and dispute line)","value":"+1-855-633-4226","hours":"24 hours a day, seven days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://mediacomcable.com/legal/internet-broadband-disclosures","last_verified":"2026-10-12"},{"id":"totalcare-email","type":"email","label":"Mediacom customer service email (named in the customer agreement)","value":"totalcare@mediacomcc.com","purposes":["billing_error","poor_service","service_outage"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"},{"id":"customer-service-mail","type":"mail","label":"Written complaints - Mediacom Customer Service (SVP, Customer Service)","value":"Mediacom Communications, 1 Mediacom Way, Mediacom Park, NY 10918, Attention - SVP, Customer Service","purposes":["billing_error","poor_service"],"notes":"The broadband disclosures say written complaints can be mailed to the Customer Service Department at this address; the agreement names the SVP, Customer Service.","source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Notice of a Dispute (arbitration pre-step) and arbitration opt-out by email","value":"mcc.legal@mediacomcc.com","notes":"The agreement lets customers inform Mediacom of a Dispute by calling 1-855-633-4226 or emailing this address. Opt-out emails should be sent with delivery confirmation.","source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"},{"id":"locations","type":"in_person","label":"Mediacom customer service locations","value":"https://support.mediacomcable.com/About/Contact/#locations","purposes":["cancel_service","equipment_return"],"source":"https://mediacomcable.com/","last_verified":"2026-10-12"},{"id":"outage-map","type":"portal","label":"Mediacom outage map","value":"https://support.mediacomcable.com/OutageMap","purposes":["service_outage"],"source":"https://mediacomcable.com/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Mediacom Residential Customer and User Agreement (effective June 1, 2026)","value":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","access":"open","source":"https://mediacomcable.com/legal","last_verified":"2026-10-12"},{"id":"rate-cards","type":"portal","label":"Mediacom standard rates","value":"https://support.mediacomcable.com/ratecards","source":"https://mediacomcable.com/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Mediacom broadband consumer disclosure labels","value":"https://shop.mediacomcable.com/broadbandlabels","access":"open","source":"https://mediacomcable.com/legal/internet-broadband-disclosures","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Mediacom publishes no separate retention number."},{"rung":"written_complaint","channel":"totalcare-email"},{"rung":"executive","channel":"customer-service-mail","note":"The agreement names the SVP, Customer Service at Mediacom Park."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"dispute-notice-email","note":"Tell Mediacom about the Dispute by phone or email first; arbitration applies if it cannot be resolved informally. Small claims court where service was received is allowed."}],"playbooks":[{"issue":"billing_error","summary":"Contact Mediacom within 60 days of the bill; after that the charge cannot be disputed.","evidence":["the bill","account number","rate card or offer"],"steps":[{"do":"Within 60 days, call or email customer service with the charge, the correct amount and your evidence.","channel":"customer-service-phone"},{"do":"Put it in writing by email so you have a dated record.","channel":"totalcare-email"},{"do":"If not fixed, write to the SVP, Customer Service and file an FCC complaint.","channel":"customer-service-mail"}],"facts":[{"kind":"deadline","claim":"A customer who thinks there is a mistake on the bill must contact Mediacom within 60 days; after that the charge cannot be disputed.","issues":["billing_error"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Mediacom must give at least 15 days notice of material changes; losing part of a bundle can end the discount.","evidence":["bills before and after","the change notice","promotion terms"],"steps":[{"do":"Check for the 15-day advance notice of the change. If none, dispute the increase.","channel":"customer-service-phone"},{"do":"Compare with the standard rate card and ask for a current offer.","channel":"rate-cards"}],"facts":[{"kind":"policy","claim":"Mediacom sends notice at least 15 days in advance of material changes.","issues":["bill_increase"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cancelling part of a promotion may lose the discount, and the standard rate then applies to the services kept.","issues":["bill_increase","cancel_service"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Give at least 7 days notice by phone or at a store; return equipment within 7 days.","evidence":["cancellation confirmation","disconnect date","equipment return receipt"],"steps":[{"do":"Call 855-633-4226 or visit a customer service location to cancel. Give at least seven days notice. Some services can be cancelled in the online account or the Xtream1 app.","channel":"customer-service-phone"},{"do":"Return all Mediacom equipment within seven days after service ends.","channel":"locations"},{"do":"Check the final bill; billing continues until the service is disconnected. Any deposit is refunded less unpaid amounts."}],"facts":[{"kind":"process","claim":"Customers can cancel any service with at least seven (7) days advance notice by calling 855-633-4226 or visiting a customer service location; some services can be cancelled in the online account or Xtream1 app. Billing continues until the service is disconnected.","issues":["cancel_service"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Mediacom refunds a deposit after deducting any unpaid amounts.","issues":["cancel_service","deposit_refund"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return all equipment within seven days after service ends.","evidence":["return receipt","equipment serial numbers"],"steps":[{"do":"Call or check the website for return instructions, and return the equipment within seven days.","channel":"customer-service-phone"},{"do":"If charged an unreturned equipment fee after returning it, send the receipt by email.","channel":"totalcare-email"}],"facts":[{"kind":"deadline","claim":"All Mediacom equipment must be returned within seven days after service ends, or the customer must pay an unreturned equipment fee.","issues":["equipment_return","cancel_service"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Ask for a prorated credit when service is out for more than 24 hours.","evidence":["outage start and end","ticket number"],"steps":[{"do":"Check the outage map and report the outage.","channel":"outage-map"},{"do":"If the outage lasted more than 24 hours, ask for a credit for the time lost.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"If service is interrupted for more than 24 hours, the customer can ask for a credit for the time lost, limited to the portion of the monthly fee allocated to the outage (for example, 1/30th of the fee for one day of a 30-day cycle). Interruptions from weather, power outages or others' actions are excluded.","issues":["service_outage"],"source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Customers may opt out of arbitration within thirty (30) days after accepting the agreement, by mail to Arbitration Opt-Out, Mediacom Communications Corporation, 1 Mediacom Way, Mediacom Park, NY 10036, or by email with delivery confirmation to mcc.legal@mediacomcc.com.","source":"https://mediacomcable.com/legal/residential-customer-and-user-agreement","last_verified":"2026-10-12"},{"kind":"contact","claim":"Broadband consumer disclosure labels are at shop.mediacomcable.com/broadbandlabels.","source":"https://mediacomcable.com/legal/internet-broadband-disclosures","last_verified":"2026-10-12"}],"known_blockers":["The support portal contact page renders only by JavaScript.","The agreement gives two ZIP codes for Mediacom Park (10918 for customer service, 10036 for arbitration opt-out)."],"notes":"Mediacom Communications Corporation operates Mediacom cable service (Xtream1 app) and Mediacom Mobile. The residential agreement was last updated October 07, 2026 (effective June 1, 2026). No 2025-2026 ownership change was confirmed.","official_domains":["mediacomcable.com","mediacomcc.com"]},{"id":"optimum","name":"Optimum","aliases":["optimum communications","altice usa","altice","optimum mobile"],"sector":"internet_tv","also_sectors":["wireless"],"parent":"Optimum Communications, Inc. (NYSE - OPTU), formerly Altice USA","website":"https://www.optimum.com","account_url":"https://www.optimum.net","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Optimum customer service for existing customers","value":"+1-877-794-2724","hours":"24/7","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.optimum.com/contact-us","last_verified":"2026-10-12"},{"id":"general-support-phone","type":"phone","label":"Optimum general, billing and technical support (also listed for \"All other areas\")","value":"+1-877-694-9474","purposes":["billing_error","service_outage"],"source":"https://www.optimum.net/support/contact-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Optimum live chat (24/7)","value":"https://www.optimum.net/support/contact-us","hours":"24/7","purposes":["billing_error","bill_increase","service_outage","equipment_return"],"notes":"The \"Chat now\" link on the contact page opens the chat. The My Optimum app also has chat in the My Account, WiFi and My Bill sections.","source":"https://www.optimum.com/articles/communities/how-to-contact-optimum","last_verified":"2026-10-12"},{"id":"stores","type":"in_person","label":"Optimum store locator (equipment returns and swaps, bill payments)","value":"https://www.optimum.com/locations/","purposes":["equipment_return","cancel_service"],"source":"https://www.optimum.com/articles/communities/how-to-contact-optimum","last_verified":"2026-10-12"},{"id":"equipment-shipping","type":"portal","label":"Optimum equipment return by mail (prepaid label from My Orders, drop at Walgreens or FedEx Office)","value":"https://www.optimum.net/pages/equipmentShippingInstructions.html","purposes":["equipment_return","cancel_service"],"access":"open","notes":"Start the return under My Orders - \"Return item\". Do not use a FedEx Drop Box; ask for a receipt as proof of mailing. Scientific Atlanta cable boxes, CableCARDs and most DOCSIS 3.0 and older modems (except TM1602A and TM804) do not need to be returned.","source":"https://www.optimum.net/pages/equipmentShippingInstructions.html","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Optimum online account (cancellation by signing in)","value":"https://www.optimum.net","purposes":["cancel_service"],"access":"login","notes":"Optimum offer terms say \"Cancel any time at 877-694-9474 or by logging into account at optimum.net.\"","source":"https://www.optimum.com/moving","last_verified":"2026-10-12"},{"id":"mobile-support","type":"portal","label":"Optimum Mobile support center","value":"https://support.optimummobile.com/hc/en-us/","source":"https://www.optimum.com/contact-us","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Optimum Shared Services, 1111 Stewart Ave, Bethpage, NY 11714, Attn - Customer Disputes","notes":"The terms require certified mail. Optimum has 60 days after receipt to investigate before arbitration can start.","source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out by email (within 30 days of opening the account)","value":"NOARBITRATION@ALTICEUSA.COM","notes":"Include name, address, account number, a signature and a clear statement rejecting arbitration. By mail - Optimum Shared Services, 1111 Stewart Ave, Bethpage, NY 11714, ATTN - Arbitration.","source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Residential General Terms and Conditions of Service","value":"https://www.optimum.com/terms-of-service/residential","access":"open","source":"https://www.optimum.com/terms-of-service","last_verified":"2026-10-12"},{"id":"fee-schedule","type":"portal","label":"Optimum pricing and packages (schedule of fees, unreturned equipment charges)","value":"https://www.optimum.com/pricing-packages","access":"open","source":"https://www.optimum.com/pricing-packages","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Optimum publishes no separate retention number."},{"rung":"written_complaint","note":"Bill disputes must be in writing within 30 days of receiving the bill. Optimum publishes no general complaint address; the contact page lists none."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send the Notice of Dispute by certified mail first. Arbitration can start after the later of 60 days from receipt or the date of any settlement discussion."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill in writing within 30 days of receiving it.","evidence":["the bill","account number","order confirmation or chat transcript with the expected price"],"steps":[{"do":"Within 30 days of receiving the bill, raise the dispute in writing (chat transcript or letter) and give the documents Optimum needs to investigate.","channel":"support-chat"},{"do":"Call and ask for a correction and a reference number.","channel":"customer-service-phone"},{"do":"If not fixed, file an FCC complaint with the bill and the written dispute.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Bill disputes must be raised in writing within 30 days of receiving the bill, or longer where applicable law provides. The dispute date is when Optimum receives enough documentation to investigate.","issues":["billing_error"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel before the last day of the billing period; there are no refunds for partial periods.","evidence":["account number","cancellation confirmation","equipment return receipts"],"steps":[{"do":"Cancel by calling 877-694-9474 or by signing in to your account at optimum.net, by the last day of the billing period before the period you want to end. Cancellation takes effect at the end of the current billing period.","channel":"online-account"},{"do":"Return all equipment promptly, at a store or by prepaid label at Walgreens or FedEx Office, and keep the receipt.","channel":"equipment-shipping"},{"do":"If you are on a promotion, check the Schedule of Fees for an early cancellation fee before you cancel.","channel":"fee-schedule"}],"facts":[{"kind":"policy","claim":"Cancellation requests must be made by the last day of the billing period before the service period you want to end, and take effect at the end of the current billing period.","issues":["cancel_service"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"kind":"policy","claim":"The terms state that payments are nonrefundable and there are no refunds or credits for partially used subscription periods.","issues":["cancel_service","refund_request"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"kind":"process","claim":"Optimum offer terms say customers can cancel any time at 877-694-9474 or by logging into their account at optimum.net; cancellation is effective at the end of the then-current billing period except in CT and NJ.","issues":["cancel_service"],"source":"https://www.optimum.com/moving","last_verified":"2026-10-12"},{"kind":"fee","claim":"Cancelling or downgrading before a promotional term ends requires paying the applicable early cancellation fee plus unpaid charges; amounts are in the Schedule of Fees.","issues":["cancel_service"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return equipment promptly at an Optimum store and keep the receipt; unreturned items are charged per the fee schedule.","evidence":["store return receipt","equipment serial numbers"],"steps":[{"do":"Return the equipment at an Optimum store, which handles equipment returns and swaps, and get a receipt. Or print a prepaid label under My Orders and drop the box at Walgreens, FedEx Office or an authorized FedEx location (not a drop box); ask for a receipt.","channel":"equipment-shipping"},{"do":"If charged for returned equipment, send the receipt by chat and ask for removal of the charge.","channel":"support-chat"}],"facts":[{"kind":"policy","claim":"Equipment must be returned promptly after service ends, in the same condition apart from ordinary wear and tear. Optimum may charge for unreturned equipment under its then-current schedule, or keep billing a monthly fee until the equipment is returned, collected or paid for.","issues":["equipment_return","cancel_service"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"kind":"fee","claim":"Optimum's pricing page lists unreturned equipment fees per item, for example Optimum TV Box $132.00, Wireless Router $80.00, Ubee 1326 (Gateway 6) $130.00, Optimum Extender $75.00 and HD/DVR Receiver $345.00.","issues":["equipment_return"],"source":"https://www.optimum.com/pricing-packages","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Ask for a credit after an outage; credits are discretionary and capped at one billing period.","evidence":["outage dates and duration","ticket number"],"steps":[{"do":"Report the outage and get a ticket number.","channel":"support-chat"},{"do":"Ask for a credit for the outage period. Check the next bill to confirm it.","channel":"customer-service-phone"}],"facts":[{"kind":"limit","claim":"Credits for service interruptions are at Optimum's sole discretion, usually as a credit on a later bill. Damages are limited to service charges and equipment fees for one regular billing period, and no credit applies to interruptions caused by the subscriber, third parties or events beyond Optimum's control.","issues":["service_outage"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"A Notice of Dispute goes by certified mail to Optimum Shared Services, Attn Customer Disputes. Optimum has 60 days after receipt to investigate; either side may instead use small claims court in the subscriber's jurisdiction.","source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"kind":"deadline","claim":"New subscribers can opt out of arbitration within 30 days of opening the account, by email to NOARBITRATION@ALTICEUSA.COM or by mail, with name, address, account number and signature.","source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"},{"kind":"fee","claim":"The standard late payment fee is $10.00 ($2.00 in West Virginia, $4.75 in California, $5.00 in Kansas, $6.00 in Oklahoma).","issues":["billing_error"],"source":"https://www.optimum.com/pricing-packages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Optimum may change the terms at any time with notice by website posting, email, mail, or phone or text; continued use after notice counts as acceptance. The terms set no minimum advance notice for price changes.","issues":["bill_increase"],"source":"https://www.optimum.com/terms-of-service/residential","last_verified":"2026-10-12"}],"known_blockers":["The contact page lists different phone numbers for different regions (Long Island, Bronx/Brooklyn/Westchester, Connecticut, New Jersey/Pennsylvania, North Carolina); 877-694-9474 is listed for all other areas.","Optimum's FAQ and chat pages are JavaScript apps that do not render for automated fetches."],"notes":"The listed company is now Optimum Communications, Inc. (NYSE - OPTU) per investors.optimum.com; alticeusa.com redirects to optimum.com. The residential terms (effective October 24, 2024) name CSC Holdings, LLC and affiliates as \"Optimum\". Optimum says it serves about 4.4 million customers in 21 states. Offer terms on optimum.com allow cancellation by phone (877-694-9474) or by signing in at optimum.net.","official_domains":["optimum.com","optimum.net","optimummobile.com"],"security":{"never_asks":[{"kind":"policy","claim":"Optimum will never ask you to make a payment by gift card, wire transfer, cryptocurrency, payment applications (Venmo, Zelle, Cash App, PayPal) or other nontraditional methods.","source":"https://www.optimum.net/pages/phishing-alerts.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Optimum will never send you an email asking you to click on a link to make a payment, and will never contact you requesting personal information or passwords.","source":"https://www.optimum.net/pages/phishing-alerts.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Optimum will never call you stating there is an issue with your equipment and a payment is required to fix it; Optimum says it never makes unsolicited phone calls to its customers.","source":"https://www.optimum.net/pages/phishing-alerts.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake third-party bill-payment websites and fake phone numbers pose as Optimum. Optimum says not to use search engines to pay or find contact numbers; use the number on your bill or the Contact Us page.","source":"https://www.optimum.net/pages/phishing-alerts.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support calls claim your computer is infected, ask for remote access, then charge a fee.","source":"https://www.optimum.net/pages/phishing-alerts.html","last_verified":"2026-10-12"}]}},{"id":"starlink","name":"Starlink","aliases":["starlink internet","spacex starlink"],"sector":"internet_tv","parent":"SpaceX","website":"https://www.starlink.com","regulators":["fcc"],"channels":[{"id":"support-tickets","type":"portal","label":"Submit a Starlink Support Request (support ticket)","value":"https://starlink.com/support/tickets","purposes":["billing_error","cancel_service","equipment_return","service_outage","refund_request"],"access":"login","notes":"In the Starlink app - Support, Messages, Contact Starlink Support. On starlink.com - My Account, Messages, New Ticket. People without account access can use the \"Submit a request\" link on the Contact Starlink Customer Support article.","source":"https://starlink.com/support/article/bdb63773-e93b-74e8-8e12-2da2fb6d534e","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Starlink phone support for the US and Canada, English (888-GO-STARLINK)","value":"+1-888-467-8275","hours":"24/7","purposes":["billing_error","cancel_service","service_outage"],"source":"https://starlink.com/support/article/bdb63773-e93b-74e8-8e12-2da2fb6d534e","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How do I cancel service? (Starlink Help Center)","value":"https://starlink.com/support/article/9d43bef2-36fe-bcd1-9f6a-e0304e9cf22e","purposes":["cancel_service"],"access":"open","source":"https://starlink.com/support/article/9d43bef2-36fe-bcd1-9f6a-e0304e9cf22e","last_verified":"2026-10-12"},{"id":"billing-faq","type":"portal","label":"Additional FAQs - Billing (30-day hardware trial, refunds)","value":"https://starlink.com/support/article/9334ff65-c6e4-00d3-23ca-4ac4007c88fa","purposes":["refund_request","cancel_service","equipment_return"],"access":"open","source":"https://starlink.com/support/article/9334ff65-c6e4-00d3-23ca-4ac4007c88fa","last_verified":"2026-10-12"},{"id":"resolutions-email","type":"email","label":"Starlink pre-arbitration notice and complaints email","value":"starlinkresolutions@spacex.com","purposes":["billing_error","poor_service"],"notes":"The US Terms of Service require a written description of the issue and desired resolution sent here before arbitration.","source":"https://starlink.com/legal/documents/DOC-1020-91087-64","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Starlink Terms of Service (US)","value":"https://starlink.com/legal/documents/DOC-1020-91087-64","access":"open","notes":"The page loads by JavaScript; terms here were confirmed from official-domain search snippets.","source":"https://starlink.com/legal/documents/DOC-1020-91087-64","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-tickets"},{"rung":"written_complaint","channel":"resolutions-email"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"resolutions-email","note":"Email a written description of the issue and the resolution you want first; arbitration may start if the dispute is not resolved within 60 days."}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in the account before the billing day (UTC); there are no refunds for unused service.","evidence":["cancellation confirmation","billing date","order date and delivery date"],"steps":[{"do":"Cancel through the Starlink account. Make the change before 12:00 AM UTC on your billing day, or it is delayed to the next billing day.","channel":"cancel-help"},{"do":"If you are inside the 30-day hardware trial, choose to return the hardware when you cancel to get a refund.","channel":"billing-faq"},{"do":"If the cancel or return option is missing, open a support ticket.","channel":"support-tickets"}],"facts":[{"kind":"process","claim":"Service can be cancelled at any time through the Starlink account. Billing runs on UTC, so changes must be made before 12:00 AM UTC on the billing day; service continues until the date paid for.","issues":["cancel_service"],"source":"https://starlink.com/support/article/9d43bef2-36fe-bcd1-9f6a-e0304e9cf22e","last_verified":"2026-10-12"},{"kind":"policy","claim":"Starlink does not issue refunds or credits for unused service; the subscription is month to month and not contingent on usage.","issues":["cancel_service","refund_request"],"source":"https://starlink.com/support/article/9334ff65-c6e4-00d3-23ca-4ac4007c88fa","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return hardware within the 30-day trial for a full refund; the trial covers hardware, not free service.","evidence":["order date","first bill date","delivery date","return label tracking"],"steps":[{"do":"Within 30 days after billing begins, cancel and return the hardware for a full refund.","channel":"billing-faq"},{"do":"Use only the prepaid return label Starlink emails, and keep the tracking number."},{"do":"If you bought from a retailer, return the hardware to the retailer and cancel the service in your Starlink account; Starlink refunds service only after the service line is cancelled.","channel":"support-tickets"}],"facts":[{"kind":"deadline","claim":"The 30-day trial is a trial of the Starlink hardware, not a free month of service. Customers unhappy within the first 30 days after billing begins can return the hardware for a full refund.","issues":["equipment_return","refund_request"],"source":"https://starlink.com/support/article/9334ff65-c6e4-00d3-23ca-4ac4007c88fa","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Residential plans get no outage credits; only Local and Global Priority plans have an uptime SLA.","evidence":["outage dates and times","ticket number"],"steps":[{"do":"Report the outage by support ticket or phone.","channel":"support-tickets"},{"do":"On a Priority plan, check the account for the automatically detected outage; if it was not detected, submit a ticket within 14 calendar days."}],"facts":[{"kind":"limit","claim":"Starlink does not offer service credits or refunds for outages except SLA violations on Local Priority and Global Priority plans, which commit to 99.9% uptime per billing period and give a 20% credit of recurring line and data fees when missed. Undetected outages must be reported by ticket within 14 calendar days.","issues":["service_outage"],"source":"https://starlink.com/support/article/b7142f8e-9762-6fcf-03f5-0d53c2895b3f","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before starting arbitration, the customer must email a written description of the issue and desired resolution to starlinkresolutions@spacex.com; if it is not resolved within 60 days, the customer may start arbitration with the AAA. Starlink pays the AAA fees unless the claim is found frivolous.","source":"https://starlink.com/legal/documents/DOC-1020-91087-64","last_verified":"2026-10-12"}],"known_blockers":["Most Starlink support goes through tickets in the signed-in account or app.","starlink.com help and legal pages load by JavaScript; values here come from official-domain search snippets."],"notes":"Starlink is SpaceX's satellite internet service. Help Center pages differ by country (for example on refunds after the 30-day window), so use the US pages. A 12-month residential commitment option carries a Change Fee whose amount differs between Starlink documents; it was not recorded here.","official_domains":["starlink.com","spacex.com"]},{"id":"wow-internet","name":"WOW!","aliases":["wow","wideopenwest","wow internet","wowway"],"sector":"internet_tv","parent":"WideOpenWest (WOW!), privately held by DigitalBridge Group, Inc. and Crestview Partners since December 31, 2025","website":"https://www.wowway.com","account_url":"https://login.wowway.com/","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"WOW! account inquiries and troubleshooting","value":"+1-866-496-9669","hours":"Billing and general 8:00am to 8:30pm ET, 7 days a week; technical support 24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"WOW! live chat (billing, connection issues, technical support)","value":"https://www.wowway.com/support/contact-us","hours":"7:00am to 11:45pm ET, 7 days a week","purposes":["billing_error","service_outage","equipment_return","cancel_service"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"WOW! equipment return help (prepaid label or local drop box)","value":"https://www.wowway.com/help-center/equipment-return","purposes":["equipment_return","cancel_service"],"access":"open","notes":"The return due date is in the return instruction email. Returns can also be started in My Account.","source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"},{"id":"outages","type":"portal","label":"WOW! maintenance and outages","value":"https://outages.wowway.com","purposes":["service_outage"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"terms-and-conditions","type":"portal","label":"WOW! terms and conditions (internet, cable and phone terms of service, pricing policy)","value":"https://www.wowway.com/experience/terms-and-conditions","access":"open","notes":"The terms load as PDFs by JavaScript; the text could not be read by automated fetch.","source":"https://www.wowway.com/sitemap.xml","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"WOW! publishes no retention number."},{"rung":"written_complaint","channel":"support-chat","note":"WOW! lists no email or mailing address for complaints; a chat transcript is the written record."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Arbitration notice details were not confirmed; read the internet terms of service PDF."}],"playbooks":[{"issue":"equipment_return","summary":"Return by the due date in the return email, by prepaid label or drop box, and get a tracking receipt.","evidence":["shipping receipt with tracking number","equipment serial numbers","return instruction email"],"steps":[{"do":"Use the prepaid label or a local equipment drop box. Return by the due date in the return instruction email.","channel":"equipment-return"},{"do":"When shipping, get a receipt with tracking details from the associate. Allow 5-7 business days for the return to show on the account."},{"do":"If an unreturned equipment fee appears after that, give the tracking number and ask for removal.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"Equipment must be returned by the due date listed in the return instruction email to avoid unreturned equipment fees; after receipt it can take 5-7 business days to show as processed.","issues":["equipment_return"],"source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"}]}],"facts":[{"kind":"contact","claim":"Once a customer has an internet plan, its broadband label can be viewed in the Online Account Manager.","source":"https://www.wowway.com/help-center/internet/how-can-i-view-a-broadband-label","last_verified":"2026-10-12"}],"known_blockers":["WOW! lists no email, mailing address or executive channel on its contact page.","The terms and conditions PDFs load by JavaScript, so arbitration, billing dispute and outage credit terms were not confirmed."],"notes":"DigitalBridge Group, Inc. and Crestview Partners completed their take-private acquisition of WOW! on December 31, 2025 (wowway.com/investorrelations). WOW! also offers mobile service through a partner site (wow.reachmobile.com).","official_domains":["wowway.com"]},{"id":"charles-schwab","name":"Charles Schwab","aliases":["schwab","charles schwab & co","schwab brokerage","schwab one","td ameritrade","thinkorswim"],"sector":"investing","parent":"The Charles Schwab Corporation","website":"https://www.schwab.com","official_domains":["schwab.com"],"security":{"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be Schwab","value":"phishing@schwab.com","purposes":["fraud"],"notes":"Seen in search results of Schwab's Security Knowledge Center; schwab.com blocked automated page fetches on 2026-10-13.","source":"https://www.schwab.com/schwabsafe/security-knowledge-center","last_verified":"2026-10-13"}]},"regulators":["sec","finra"],"notes":"Brokerage accounts are with Charles Schwab & Co., Inc. (FINRA CRD 5393). schwab.com returned a bot-check page to automated fetches on 2026-10-13, so the phone numbers, fees and agreement terms below were read from search-engine extracts of Schwab's own pages. Confirm them on schwab.com before relying on them. Schwab Bank deposit complaints go to the Texas Department of Savings and Mortgage Lending (877-276-5550), according to Schwab's bank complaint notice.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (Schwab investment professionals)","value":"+1-800-435-4000","hours":"24/7","purposes":["account_transfer","frozen_funds","fee_reversal","poor_service"],"access":"human_only","notes":"Seen in search results of Schwab's Satisfaction Guarantee and contact pages; not fetched directly.","source":"https://www.schwab.com/satisfaction-guarantee","last_verified":"2026-10-13"},{"id":"fraud-phone","type":"phone","label":"Suspected fraud or identity theft on a Schwab account","value":"+1-877-862-6352","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","notes":"Seen in search results of the SchwabSafe page; not fetched directly.","source":"https://www.schwab.com/schwabsafe","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report phishing that claims to be Schwab","value":"phishing@schwab.com","purposes":["fraud"],"notes":"Seen in search results; not fetched directly.","source":"https://www.schwab.com/schwabsafe/security-knowledge-center","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Charles Schwab & Co., Inc. (CRD 5393)","value":"https://brokercheck.finra.org/firm/summary/5393","source":"https://api.brokercheck.finra.org/search/firm?query=charles%20schwab&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"Schwab publishes no brokerage complaint address that we could verify. FINRA asks you to complain in writing to the branch manager or compliance department and keep copies."},{"rung":"regulator","regulator":"finra"},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"The Schwab Brokerage Account Agreement has a predispute arbitration clause; claims are filed with FINRA."}],"playbooks":[{"issue":"fraud","summary":"Call the Schwab fraud line at once and forward phishing to phishing@schwab.com.","evidence":["account activity with the unauthorized transactions","messages or caller details","FTC report number"],"steps":[{"do":"Call Schwab's fraud line and report the unauthorized activity.","channel":"fraud-phone"},{"do":"Forward suspicious emails or screenshots of texts.","channel":"phishing-email"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Schwab does not resolve it, complain in writing, then file with FINRA.","regulator":"finra"}],"facts":[{"kind":"compensation","claim":"Schwab's Security Guarantee says Schwab will cover losses in any of your Schwab accounts due to unauthorized activity. Seen in a search-engine extract of the SchwabSafe page; read the conditions on schwab.com.","issues":["fraud","unauthorized_charge"],"source":"https://www.schwab.com/schwabsafe","last_verified":"2026-10-13"}]},{"issue":"account_transfer","summary":"Start the transfer at the receiving firm; Schwab's pricing guide lists $50 for a full transfer out.","evidence":["transfer request confirmation","statements from both firms"],"steps":[{"do":"Ask the receiving firm to start the ACATS transfer, and ask it for the status if it stalls."},{"do":"Ask Schwab what is holding the transfer and the expected date.","channel":"customer-service-phone"},{"do":"If it is still blocked, file a FINRA complaint.","regulator":"finra"}],"facts":[{"kind":"fee","claim":"Schwab's April 2026 Pricing Guide for Individual Investors lists a transfer-out fee of $50 per account for a full transfer and $0 for a partial transfer. Seen in a search-engine extract of the pricing guide.","issues":["account_transfer"],"source":"https://www.schwab.com/legal/schwab-pricing-guide-for-individual-investors","last_verified":"2026-10-13"}]},{"issue":"fee_reversal","summary":"Ask for a refund under the Satisfaction Guarantee within 90 days of the fee.","evidence":["statement showing the fee or commission","date charged"],"steps":[{"do":"Call customer service, explain the concern and ask for a refund of the fee or commission under the Satisfaction Guarantee.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Under Schwab's Satisfaction Guarantee, refund requests must be received within 90 days of the date the fee was charged, and the guarantee is only for current clients. Seen in a search-engine extract of the guarantee page.","issues":["fee_reversal"],"source":"https://www.schwab.com/satisfaction-guarantee","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The Schwab Brokerage Account Agreement contains a predispute arbitration clause; any party may start arbitration by filing a written claim with FINRA, and AAA is used only if FINRA or an eligible exchange is unavailable. The clause survives account closure. Seen in a search-engine extract of the agreement.","source":"https://www.schwab.com/legal/schwab-brokerage-account-agreement","last_verified":"2026-10-13"},{"claim":"The CFPB received 354 complaints about CHARLES SCHWAB CORPORATION, THE from July 1, 2025 to June 30, 2026, mostly about checking or savings accounts (299). 336 were closed with explanation and 18 with monetary relief.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CHARLES%20SCHWAB%20CORPORATION%2C%20THE&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"If a call, text or email that claims to be Schwab worries you, contact Schwab at 800-435-4000 using the number from the official website, not the one in the message. Seen in a search-engine extract of Schwab's Security Knowledge Center.","issues":["fraud"],"source":"https://www.schwab.com/schwabsafe/security-knowledge-center","last_verified":"2026-10-13"}],"known_blockers":["schwab.com shows a bot-check page to automated browsers; hand the browser to the person.","Phone lines verify the account holder by voice."]},{"id":"coinbase","name":"Coinbase","aliases":["coinbase inc","coinbase global","coinbase one","coinbase wallet","coinbase exchange"],"sector":"investing","parent":"Coinbase Global, Inc.","website":"https://www.coinbase.com","official_domains":["coinbase.com"],"security":{"never_asks":[{"kind":"policy","claim":"Coinbase says its staff will never ask for your password or 2-step verification codes, or ask you to transfer assets to a specific or new address, account, vault or wallet. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase says it will never ask you to contact an unknown number to reach it, and will not ask you to complete identity verification or upload documents on non-Coinbase domains. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"On May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States to take customer data, including names, addresses, phone numbers, emails, masked SSNs, government ID images and account balances. Coinbase said it was working to reduce the risk that the data is used in social-engineering attempts.","source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails can show \"Coinbase\" as the display name with a fake sender address. Coinbase says its real email addresses end with coinbase.com. Seen in a search-engine extract of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-email","type":"email","label":"Email Coinbase security if a caller asked for sensitive information","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract of a Coinbase blog post on phone scams; coinbase.com blocked automated fetches on 2026-10-13.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc","sec"],"notes":"Coinbase, Inc. runs the U.S. crypto exchange; CFPB complaints are filed under \"Coinbase, Inc.\". Coinbase Capital Markets Corp is an active FINRA broker-dealer (CRD 10722). coinbase.com and help.coinbase.com returned HTTP 403 to automated fetches on 2026-10-13, so the Coinbase values below come from search-engine extracts of Coinbase's own pages unless the source is sec.gov, FINRA or the CFPB.","channels":[{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Coinbase phone support","value":"+1-888-908-7930","purposes":["fraud","account_access"],"access":"human_only","notes":"Seen in a search-engine extract of a Coinbase blog post, which calls this its only support line and says other numbers found online are scams.","source":"https://www.coinbase.com/blog/avoiding-phone-scams","last_verified":"2026-10-13"},{"id":"account-loss-report","type":"web_form","label":"Report an account loss after a security incident","value":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"Page title seen in search results; not fetched.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"lock-account","type":"web_form","label":"Lock or unlock a compromised account","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","purposes":["fraud","account_access"],"notes":"Seen in search results. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","last_verified":"2026-10-13"},{"id":"restriction-help","type":"web_form","label":"Resolve an account restriction","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","purposes":["frozen_funds","account_transfer"],"access":"login","notes":"Seen in search results; not fetched.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"},{"id":"security-email","type":"email","label":"Coinbase security email (after a suspicious call)","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract; not fetched.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","note":"The User Agreement requires its Formal Complaint Process (a complaint form) before arbitration or small claims. A 2021 law firm summary gives the form as help.coinbase.com/en/contact-us/submit-a-complaint."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Complain to your state financial regulator."},{"rung":"arbitration","note":"Appendix 5 of the User Agreement requires binding arbitration with limited exceptions, plus class action and jury trial waivers."}],"playbooks":[{"issue":"fraud","summary":"Lock the account, report the loss through the help center, and treat every unexpected \"Coinbase\" call as a scam.","evidence":["transaction IDs and wallet addresses","screenshots of messages","caller numbers","FTC or IC3 report number"],"steps":[{"do":"Lock the account at once if someone else may have access.","channel":"lock-account"},{"do":"Report the loss through Coinbase's help center.","channel":"account-loss-report"},{"do":"If a caller asked for codes, passwords or a transfer, hang up and email Coinbase security.","channel":"security-email"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov, and to the FBI at ic3.gov.","regulator":"ftc"},{"do":"If Coinbase does not resolve it, file with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"compensation","claim":"For the May 2025 insider data theft, Coinbase said it intends to voluntarily reimburse eligible retail customers who sent funds to the threat actor as a direct result of the incident, after it reviews the facts. It estimated costs of about $180 million to $400 million for remediation and reimbursements.","issues":["fraud"],"source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase said the May 2025 incident did not involve passwords or private keys, and the contractors or employees involved could not access customer funds.","issues":["fraud"],"source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"}]},{"issue":"account_access","summary":"Recover access only through coinbase.com or the app; expect sends to stay disabled for a security period.","evidence":["account email","phone","government ID","date access was lost"],"steps":[{"do":"Use the account recovery flow on coinbase.com or in the app. Do not use phone numbers from search results.","channel":"help-center"},{"do":"Never give a password, 2-step code or recovery phrase to anyone who contacts you."}],"facts":[{"kind":"process","claim":"Coinbase help pages say account recovery for lost 2-step verification usually takes up to 48 hours, and sends stay disabled until the security period ends. Seen in search-engine extracts of the help center.","issues":["account_access"],"source":"https://help.coinbase.com/en/coinbase/managing-my-account/get-back-into-my-account/account-recovery-lost-email-2step-verification","last_verified":"2026-10-13"}]},{"issue":"frozen_funds","summary":"Ask in writing why the account is restricted; Coinbase says restriction reviews typically take up to 10 business days.","evidence":["restriction notice","support case number","ID documents requested","account statements"],"steps":[{"do":"Read the restriction notice in the account and answer any document request through Coinbase's own site.","channel":"restriction-help"},{"do":"If the review passes its stated time, open a support case and keep the case number.","channel":"help-center"},{"do":"Use the case number to file a formal complaint, then file with the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Coinbase help pages say restriction resolution and review typically take up to 10 business days, and some cases take longer. During a review you may still convert crypto to cash and withdraw cash to a verified bank account, depending on security and risk factors. Seen in search-engine extracts of the help center.","issues":["frozen_funds"],"source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"The Coinbase U.S. User Agreement requires its Formal Complaint Process before any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"kind":"policy","claim":"Appendix 5 of the U.S. User Agreement requires, with limited exceptions, that all disputes be resolved by binding arbitration, and contains a class action and jury trial waiver. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"claim":"The CFPB received 1,292 complaints about Coinbase, Inc. from July 1, 2025 to June 30, 2026. 895 were closed with explanation, 394 with monetary relief and 3 with non-monetary relief; 23 responses were not timely. The top issues were other transaction problems (340), fraud or scam (326) and money not available when promised (226).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Coinbase recommends a hardware security key or an authenticator app for 2-step verification instead of SMS, because phone numbers can be ported and stolen. Seen in search-engine extracts of Coinbase pages.","issues":["account_access","fraud"],"source":"https://www.coinbase.com/blog/security-psa-how-to-protect-yourself-from-phishing-attacks","last_verified":"2026-10-13"}],"known_blockers":["coinbase.com and help.coinbase.com block automated browsers; hand the browser to the person.","Support cases, loss reports and restriction reviews need sign-in."]},{"id":"crypto-com","name":"Crypto.com","aliases":["crypto com","cryptocom","foris dax","crypto.com app","crypto.com exchange"],"sector":"investing","website":"https://crypto.com","official_domains":["crypto.com"],"security":{"never_asks":[{"kind":"policy","claim":"Crypto.com says it will never send you a link to install software on your device, and will never remotely access your account or device.","source":"https://help.crypto.com/en/articles/6484926-avoiding-digital-currency-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Crypto.com warns of investment scams that resemble Ponzi or pyramid schemes, romance scams that build a relationship before asking for money, and \"pig butchering\" scams that combine the two.","source":"https://help.crypto.com/en/articles/6484926-avoiding-digital-currency-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-chat","type":"chat","label":"Report a suspected scam or impersonation to Crypto.com Customer Support","value":"https://chat.crypto.com","purposes":["fraud"],"source":"https://help.crypto.com/en/articles/6484926-avoiding-digital-currency-scams","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"CFPB complaints about the U.S. Crypto.com app are filed under \"Foris DAX, Inc.\". Crypto.com's published Complaints Handling Policy covers Foris DAX MT Limited (EEA, escalation to Malta's financial arbiter); we found no U.S. complaint procedure, U.S. phone number or U.S. complaint address.","channels":[{"id":"support-chat","type":"chat","label":"Customer Support chat (web or in-app chat in the Crypto.com App)","value":"https://chat.crypto.com","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"source":"https://help.crypto.com/en/articles/6484926-avoiding-digital-currency-scams","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"written_complaint","channel":"support-chat","note":"Ask for the complaint to be logged and keep the reference."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"fraud","summary":"Report the scam in chat at once, report to law enforcement and the FTC, and expect crypto sent to a scammer to be hard to recover.","evidence":["transaction IDs and wallet addresses","screenshots of the scammer's messages","police or FTC report number"],"steps":[{"do":"Report the scam to Crypto.com Customer Support through chat.","channel":"support-chat"},{"do":"Report it to local law enforcement. Crypto.com says it works with any agency that contacts it."},{"do":"Report it to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Crypto.com does not respond, file with the CFPB.","regulator":"cfpb"}]}],"facts":[{"claim":"The CFPB received 212 complaints about Foris DAX, Inc. from July 1, 2025 to June 30, 2026. 206 were closed with explanation, 3 with monetary relief and 2 with non-monetary relief; 12 responses were not timely. The top issue was fraud or scam (59).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Foris%20DAX%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"known_blockers":["Support is by chat; no U.S. phone line or complaint address is published."]},{"id":"etrade","name":"E*TRADE from Morgan Stanley","aliases":["etrade","e*trade","e-trade","e trade","etrade from morgan stanley","power etrade"],"sector":"investing","parent":"Morgan Stanley","website":"https://us.etrade.com","official_domains":["etrade.com"],"security":{"never_asks":[{"kind":"policy","claim":"E*TRADE says it will never ask for your password, even when it contacts you about your account. Seen in a search-engine extract of the E*TRADE Security Center.","source":"https://us.etrade.com/security-center","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"E*TRADE warns that links in emails and texts can lead to lookalike sites built to steal your logon credentials, and says to type etrade.com or use a saved bookmark instead. Seen in a search-engine extract of the E*TRADE Security Statement.","source":"https://us.etrade.com/l/f/agreement-library/security-statement","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-phone","type":"phone","label":"Report a questionable email, text or lookalike site that claims to be E*TRADE","value":"+1-800-387-2331","purposes":["fraud"],"access":"human_only","notes":"Seen in search-engine extracts of the Security Center and Security Statement; us.etrade.com did not answer automated fetches on 2026-10-13.","source":"https://us.etrade.com/security-center","last_verified":"2026-10-13"}]},"regulators":["sec","finra"],"notes":"E*TRADE from Morgan Stanley is a business of Morgan Stanley. BrokerCheck lists \"E*TRADE FROM MORGAN STANLEY\" as another name of Morgan Stanley Smith Barney LLC (CRD 149777), and shows E*TRADE Securities LLC (CRD 29106) as inactive. us.etrade.com did not answer automated fetches on 2026-10-13, so the values below come from search-engine extracts of E*TRADE's own pages and from BrokerCheck.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, including security and fraud concerns","value":"+1-800-387-2331","purposes":["fraud","unauthorized_charge","account_access","account_transfer","poor_service"],"access":"human_only","notes":"Seen in search-engine extracts of E*TRADE's Security Center and elder-fraud pages; not fetched directly.","source":"https://us.etrade.com/security-center","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Morgan Stanley Smith Barney LLC, which carries E*TRADE from Morgan Stanley accounts (CRD 149777)","value":"https://brokercheck.finra.org/firm/summary/149777","source":"https://api.brokercheck.finra.org/search/firm?query=morgan%20stanley%20smith%20barney&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"We could not verify an E*TRADE complaint address. FINRA asks you to complain in writing to the firm's branch manager or compliance department and keep copies."},{"rung":"regulator","regulator":"finra"},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"Section 12 of the E*TRADE from Morgan Stanley Client Agreement is a predispute arbitration clause."}],"playbooks":[{"issue":"fraud","summary":"Call 800-387-2331 about any suspicious message or unauthorized activity, then escalate to FINRA.","evidence":["account activity with the unauthorized transactions","the suspicious message","FTC report number"],"steps":[{"do":"Call E*TRADE customer service and report the suspicious message or unauthorized activity.","channel":"customer-service-phone"},{"do":"Do not click links in the message; type etrade.com into the browser instead."},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If E*TRADE does not resolve it, complain in writing, then file with FINRA.","regulator":"finra"}]}],"facts":[{"kind":"policy","claim":"The E*TRADE from Morgan Stanley Client Agreement for self-directed accounts (effective May 20, 2026) contains a predispute arbitration clause in Section 12. Claims go to arbitration before a self-regulatory organization or exchange of which Morgan Stanley is a member, chosen by the customer in writing. Seen in a search-engine extract of the agreement.","source":"https://us.etrade.com/l/f/agreement-library/client-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"BrokerCheck lists E*TRADE FROM MORGAN STANLEY as another name of Morgan Stanley Smith Barney LLC (CRD 149777), and E*TRADE Securities LLC (CRD 29106) as inactive.","source":"https://api.brokercheck.finra.org/search/firm?query=e*trade&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"known_blockers":["us.etrade.com refuses automated connections; hand the browser to the person.","Phone lines verify the account holder by voice."]},{"id":"fidelity","name":"Fidelity Investments","aliases":["fidelity","fidelity brokerage services","fidelity brokerage","fidelity netbenefits","netbenefits","fidelity investments brokerage"],"sector":"investing","website":"https://www.fidelity.com","official_domains":["fidelity.com"],"security":{"never_asks":[{"kind":"policy","claim":"Fidelity's fraud page says reputable businesses will not contact you to request your personal information.","source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"When you report a suspicious email to Fidelity, do not include any account number, username or password.","source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Imposter scam - a caller claims to be from Fidelity or another provider and asks you to read back a one-time passcode that the caller triggered, for example by starting a password reset.","source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Remote access scam - a caller claims to be from a well-known company, asks for access to your computer, and then says you have malware that you must pay to fix.","source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fidelity also warns of smishing texts with fraudulent links, \"gold grifting\" (tricking people into buying gold and handing it over), romance scams and lottery or inheritance scams.","source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report emails that impersonate Fidelity","value":"phishing@fidelity.com","purposes":["fraud"],"notes":"Attach the suspected email and give your full name, email address and the phone number on your accounts. Say whether you opened any links or images and whether you entered your login credentials.","source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"}]},"regulators":["sec","finra"],"notes":"Retail brokerage accounts are with Fidelity Brokerage Services LLC (FINRA CRD 7784), 900 Salem Street, Smithfield, RI 02917. The CFPB complaint database has no complaints for \"FIDELITY INVESTMENTS\" received July 2025 to June 2026; brokerage complaints go to FINRA and the SEC.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (general)","value":"+1-800-343-3548","hours":"24/7","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://www.fidelity.com/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"fraud-phone","type":"phone","label":"Account blocked or compromised, unauthorized activity","value":"+1-800-544-6666","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","notes":"Fidelity Charitable donors use +1-800-952-4438.","source":"https://www.fidelity.com/security/report-an-issue","last_verified":"2026-10-13"},{"id":"workplace-phone","type":"phone","label":"Workplace accounts (401(k), health savings and other workplace plans)","value":"+1-800-835-5095","hours":"Mon.–Fri. 8:30 a.m.–8:30 p.m. ET","access":"human_only","source":"https://www.fidelity.com/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"stock-plan-phone","type":"phone","label":"Employer Stock Plan Services","value":"+1-800-544-9354","hours":"Sun. 5 p.m.–Fri. 12 a.m. ET","access":"human_only","source":"https://www.fidelity.com/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Live chat with a Fidelity team member (virtual assistant 24/7)","value":"https://www.fidelity.com/customer-service/contact-us","hours":"Mon.–Fri. 8 a.m.–10 p.m. ET; Sat.–Sun. 9 a.m.–4 p.m. ET","purposes":["account_transfer","poor_service"],"source":"https://www.fidelity.com/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"report-security-issue","type":"web_form","label":"Report fraud or suspicious activity (steps and secure email form)","value":"https://www.fidelity.com/security/report-an-issue","purposes":["fraud","account_access"],"notes":"The secure email form needs sign-in; Fidelity says it responds in 24 to 48 hours. Call the fraud line if the account may be compromised.","source":"https://www.fidelity.com/security/report-an-issue","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report emails that impersonate Fidelity","value":"phishing@fidelity.com","purposes":["fraud"],"source":"https://www.fidelity.com/security/identify-fraud-and-phishing-scams","last_verified":"2026-10-13"},{"id":"accounts-mail","type":"mail","label":"Mail for current accounts (regular mail)","value":"Fidelity Investments, PO Box 770001, Cincinnati, OH 45277-0002","purposes":["poor_service","frozen_funds"],"notes":"Fidelity lists no separate complaint address. Use this address for written correspondence about an existing account.","source":"https://www.fidelity.com/customer-service/mailing-addresses","last_verified":"2026-10-13"},{"id":"transfers-mail","type":"mail","label":"Mail for transfers of assets (TOA)","value":"Fidelity Investments, ATTN: TOA, PO Box 770001, Cincinnati, OH 45277-0036","purposes":["account_transfer"],"source":"https://www.fidelity.com/customer-service/mailing-addresses","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Fidelity Brokerage Services LLC (CRD 7784)","value":"https://brokercheck.finra.org/firm/summary/7784","source":"https://api.brokercheck.finra.org/search/firm?query=fidelity%20brokerage&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"accounts-mail","note":"Fidelity publishes no complaint address. FINRA asks you to complain in writing to the firm's branch manager or compliance department first and keep copies."},{"rung":"regulator","regulator":"finra"},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"Brokerage account agreements usually require FINRA arbitration. Read your own Fidelity customer agreement."}],"playbooks":[{"issue":"fraud","summary":"Call 800-544-6666 at once; the Customer Protection Guarantee depends on prompt reporting.","evidence":["account activity showing the unauthorized transactions","date you noticed them","messages or caller details","FTC report number"],"steps":[{"do":"Call the fraud line and report the unauthorized activity, lost device or missing statements immediately.","channel":"fraud-phone"},{"do":"Forward any phishing email that led to the problem.","channel":"phishing-email"},{"do":"Change your Fidelity password and security questions, and the passwords of your email and other online accounts."},{"do":"Ask Equifax, Experian and TransUnion to place a fraud alert, and file a report with the FTC.","regulator":"ftc"},{"do":"If Fidelity does not resolve it, complain in writing, then file with FINRA.","regulator":"finra"}],"facts":[{"kind":"compensation","claim":"Under its Customer Protection Guarantee, Fidelity will reimburse you for losses from unauthorized activity in covered accounts that occurs through no fault of your own.","issues":["fraud","unauthorized_charge"],"source":"https://www.fidelity.com/security/customer-protection-guarantee","last_verified":"2026-10-13"},{"kind":"deadline","claim":"To be eligible, you must review account materials promptly and no later than 30 days after they are posted or delivered, and immediately report unauthorized activity, errors, a lost device or missing statements by calling 800-544-6666.","issues":["fraud","unauthorized_charge"],"source":"https://www.fidelity.com/security/customer-protection-guarantee","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Report unauthorized trades or withdrawals by phone at once, then follow up in writing.","evidence":["statement or confirmation with the unauthorized activity","date you noticed it"],"steps":[{"do":"Call the fraud line immediately.","channel":"fraud-phone"},{"do":"Confirm the report in writing and keep a copy.","channel":"accounts-mail"},{"do":"If it is not resolved, file a FINRA complaint.","regulator":"finra"}]},{"issue":"account_transfer","summary":"Fidelity lists no fee for a transfer of assets; send transfer paperwork to the TOA address.","evidence":["transfer request confirmation","statements from both firms"],"steps":[{"do":"For a transfer out, start it at the receiving firm. For a transfer in, use the TOA mailing address for paper forms.","channel":"transfers-mail"},{"do":"If the transfer stalls, call customer service and ask what is missing and the expected date.","channel":"customer-service-phone"},{"do":"If it is still blocked, file a FINRA complaint.","regulator":"finra"}],"facts":[{"kind":"fee","claim":"Fidelity's commissions and fees page lists \"Transfer of assets\" at $0 per transfer.","issues":["account_transfer"],"source":"https://www.fidelity.com/trading/commissions-margin-rates","last_verified":"2026-10-13"}]},{"issue":"account_access","summary":"If the account is blocked or may be compromised, call the fraud line.","evidence":["account email and phone","ID","date access was lost"],"steps":[{"do":"Call the fraud line and say the account is blocked or may be compromised.","channel":"fraud-phone"},{"do":"Never read back a one-time passcode to a caller. Fidelity warns that imposters trigger passcodes and ask for them."}]}],"facts":[{"claim":"BrokerCheck lists 24 regulatory events and 130 arbitrations for Fidelity Brokerage Services LLC.","source":"https://api.brokercheck.finra.org/search/firm/7784?hl=true&nrows=12&query=&r=25&wt=json","last_verified":"2026-10-13"},{"claim":"The CFPB complaint database shows 0 complaints for FIDELITY INVESTMENTS received from July 1, 2025 to June 30, 2026.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=FIDELITY%20INVESTMENTS&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"known_blockers":["Phone lines verify the account holder by voice.","The secure email form for security issues needs sign-in.","Fidelity publishes no complaint address or executive office on its contact pages."]},{"id":"kraken","name":"Kraken","aliases":["payward","payward interactive","payward ventures","kraken pro","kraken exchange","krak"],"sector":"investing","website":"https://www.kraken.com","official_domains":["kraken.com"],"security":{"never_asks":[{"kind":"policy","claim":"Kraken says its support will never ask for your password, two-factor authentication code, device approval code, wallet addresses or seed words, Master Key, remote access to your computer, or changes to your security settings.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken says it will never ask you to remove 2FA methods or your Master Key, or for access to your devices through remote desktop software such as AnyDesk or TeamViewer.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Inbound phone support scams use a fake phone number to impersonate Kraken's support team. Kraken says voice support is reached only through the \"Call us\" option in the app's Support tab, not by dialing a number, and any number found online claiming to be Kraken Support should be treated as phishing (search-engine extract of Kraken's voice support article).","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken warns of fake investment or broker platforms, ICO scams, cloud mining scams, multi-level marketing schemes and romance or celebrity impersonation scams.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails from Kraken always end in the @kraken.com domain, including subdomains such as @email.kraken.com.","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"report_phishing":[{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"notes":"The help article links to this form with a relative link (/forms/360000614072).","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc","sec"],"notes":"U.S. crypto services are provided by Payward Interactive, Inc. (FinCEN MSB, NMLS ID 1843762); CFPB complaints are filed under \"Payward Ventures Inc. dba Kraken\". Kraken Securities LLC is an active FINRA broker-dealer (CRD 324343). Kraken's disclosures page gives state regulator complaint contacts, for example the Texas Department of Banking and the California DFPI.","channels":[{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"payward-interactive-phone","type":"phone","label":"Questions and complaints about Payward Interactive, Inc. (Kraken's U.S. entity)","value":"+1-888-720-8670","purposes":["poor_service","frozen_funds"],"access":"human_only","notes":"Listed in Kraken's state licensing disclosures. For account help Kraken uses the in-app \"Call us\" option.","source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"in-app-voice","type":"app","label":"Voice support through the \"Call us\" option in the app's Support tab","value":"Kraken, Kraken Pro or Krak app: Support tab > Call us","purposes":["fraud","account_access"],"access":"login","notes":"Seen in a search-engine extract of Kraken's voice support article. The option appears where available; it cannot be reached by dialing a number.","source":"https://support.kraken.com/articles/115013099227-how-to-contact-kraken-phone-support","last_verified":"2026-10-13"},{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-center"},{"rung":"written_complaint","channel":"complaint-process"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Kraken's disclosures page lists the state regulator for each license."}],"playbooks":[{"issue":"frozen_funds","summary":"Answer document requests by email quickly; scam-prevention restrictions last 90 days.","evidence":["restriction notice","emails from Kraken support","ID documents","transaction history"],"steps":[{"do":"Make sure the account is fully verified and 2FA is set up, then reply promptly to any document request by email."},{"do":"If a withdrawal is held for review, wait for Kraken's email; if it does not come, contact support and keep the ticket number.","channel":"support-center"},{"do":"If it is not resolved, file a complaint through Kraken's complaint process.","channel":"complaint-process"},{"do":"Then complain to your state financial regulator or the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Kraken may restrict an account for a potential security issue, suspected malicious activity, withdrawals to wallets tied to prohibited or scam activity, a chargeback, out-of-date identity information, or a Terms of Service violation.","issues":["frozen_funds"],"source":"https://support.kraken.com/articles/why-is-my-account-restricted","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For withdrawals held for internal review, Kraken says its team will contact you by email within 5 business days. Scam-prevention restrictions can only be lifted after 90 days.","issues":["frozen_funds","account_transfer"],"source":"https://support.kraken.com/articles/why-is-my-account-restricted","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Ask support to lock the account, report the scam, and never act on an unexpected \"Kraken\" call.","evidence":["transaction IDs and wallet addresses","screenshots","caller numbers","FTC or IC3 report number"],"steps":[{"do":"Contact support so it can lock the account.","channel":"support-center"},{"do":"Report suspicious emails with the Kraken form.","channel":"suspicious-email-form"},{"do":"If someone calls claiming to be Kraken and you did not arrange it, hang up and contact Kraken through the app."},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"}]},{"issue":"account_transfer","summary":"Withdrawals held for review get an email within 5 business days; complain if it stalls.","evidence":["withdrawal request details","transaction ID","support ticket numbers"],"steps":[{"do":"Check your email for a review notice and answer document requests."},{"do":"If there is no answer, contact support and ask for the reason and expected date.","channel":"support-center"},{"do":"Escalate through the complaint process, then to the CFPB or your state regulator.","channel":"complaint-process"}]}],"facts":[{"kind":"deadline","claim":"Kraken's complaint process says it confirms receipt within 5 business days, asks for more information within 10 business days if needed, and responds within 15 business days; complex cases may take 30 to 35 business days.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"kind":"process","claim":"For U.S. clients (Payward Interactive, Inc.), Kraken's complaint page names the state consumer regulatory agency on its disclosures page, or the CFPB at consumerfinance.gov/complaint or (855) 411-2372, as the escalation route.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"claim":"The CFPB received 250 complaints about Payward Ventures Inc. dba Kraken from July 1, 2025 to June 30, 2026. 243 were closed with explanation; 12 responses were not timely. The top issue was fraud or scam (69).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Payward%20Ventures%20Inc.%20dba%20Kraken&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"BrokerCheck lists Kraken Securities LLC (formerly Payward Equities LLC, CRD 324343) as an active broker-dealer with no disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=payward&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"known_blockers":["Voice support is only through the app for the signed-in account holder.","Kraken publishes no U.S. complaint mailing address."]},{"id":"robinhood","name":"Robinhood","aliases":["robinhood markets","robinhood financial","robinhood securities","robinhood crypto","robinhood gold","robinhood app"],"sector":"investing","parent":"Robinhood Markets, Inc.","website":"https://robinhood.com","official_domains":["robinhood.com"],"security":{"never_asks":[{"kind":"policy","claim":"Robinhood says it will never ask for your password, 2FA code or secret recovery phrase.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Robinhood Support will never ask you to download remote desktop software or share your screen, send you links in text messages, ask you to create a Robinhood account, or ask you to send money or crypto through Robinhood or other apps such as Cash App or Venmo.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Fake Robinhood support numbers appear in search results and on social media. Robinhood gives phone support through an in-app callback request and says not to use Robinhood phone numbers found through an internet browser.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Robinhood warns of off-platform investment groups on WhatsApp, Discord or Telegram that promise fast, high returns, and of pump-and-dump schemes in low-volume stocks or crypto.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Crypto transfers cannot be reversed, and Robinhood says it cannot reimburse you for crypto transfers that you authorize.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report phishing emails, texts, calls, websites or social media accounts that claim to be Robinhood","value":"reportphishing@robinhood.com","purposes":["fraud"],"notes":"Robinhood does not reply to reports. For an email include the full headers; for a text send a screenshot and the sending number; for a call include the phone number; for a website or social account send the URL or handle and how you found it.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"}]},"regulators":["sec","finra","cfpb"],"notes":"Brokerage accounts are with Robinhood Financial LLC (introducing broker, FINRA CRD 165998) and cleared by Robinhood Securities, LLC (CRD 287900). Crypto is held by Robinhood Crypto, LLC, which is licensed by the New York State Department of Financial Services for virtual currency business. CFPB complaints cover the cash, card, money transfer and crypto products; securities complaints go to FINRA and the SEC.","channels":[{"id":"contact-support","type":"web_form","label":"Contact Robinhood Support (chat and support requests)","value":"https://robinhood.com/contact","purposes":["account_transfer","frozen_funds","fraud","account_access","unauthorized_charge","poor_service"],"hours":"24/7 chat","access":"login","notes":"The help article calls this \"Contact Robinhood Support 24/7\". Account-specific help is given in the app or after sign-in. Past chats are kept in the support tools.","source":"https://robinhood.com/us/en/support/articles/how-to-contact-support/","last_verified":"2026-10-13"},{"id":"phone-callback","type":"app","label":"Phone support by in-app callback request","value":"Request a callback from Robinhood Support in the app or at robinhood.com/contact","purposes":["account_transfer","frozen_funds","fraud","account_access"],"hours":"7 AM-9 PM ET; Monday–Friday only for investing features, excluding holidays","access":"login","notes":"Robinhood says it calls back as soon as an agent is available, typically in less than 30 minutes, and sends a notification with the number it will call from. Not all inquiries are eligible for phone support.","source":"https://robinhood.com/us/en/support/articles/how-to-contact-support/","last_verified":"2026-10-13"},{"id":"support-email","type":"email","label":"Support email when you cannot log in to a compromised account","value":"support@robinhood.com","purposes":["account_access","fraud"],"source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"},{"id":"crypto-spending-phone","type":"phone","label":"Robinhood Crypto, Spending and Cash Card support line","value":"+1-888-275-8523","purposes":["unauthorized_charge","fraud","frozen_funds"],"access":"human_only","notes":"Agents on this line can only help with Robinhood Crypto, Spending and Cash Card. California Spending and Cash Card customers use +1-800-469-7205.","source":"https://robinhood.com/us/en/support/articles/how-to-contact-support/","last_verified":"2026-10-13"},{"id":"general-info-phone","type":"phone","label":"General information line (not for account questions)","value":"+1-650-761-7789","notes":"Robinhood says account-specific questions must go through in-app support.","source":"https://robinhood.com/us/en/support/articles/how-to-contact-support/","last_verified":"2026-10-13"},{"id":"wallet-email","type":"email","label":"Robinhood Wallet (self-custody wallet) support","value":"walletsupport@robinhood.com","source":"https://robinhood.com/us/en/support/articles/how-to-contact-support/","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report phishing that claims to be Robinhood","value":"reportphishing@robinhood.com","purposes":["fraud"],"notes":"Only for phishing reports. Robinhood does not reply.","source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"},{"id":"brokercheck-rhf","type":"portal","label":"FINRA BrokerCheck record for Robinhood Financial LLC (CRD 165998)","value":"https://brokercheck.finra.org/firm/summary/165998","notes":"Robinhood Securities, LLC is CRD 287900 (https://brokercheck.finra.org/firm/summary/287900). CRD numbers confirmed through the BrokerCheck search service.","source":"https://api.brokercheck.finra.org/search/firm?query=robinhood&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"contact-support"},{"rung":"written_complaint","channel":"contact-support","note":"Robinhood publishes no separate U.S. complaint address. Put the complaint in writing through Support and keep the case number."},{"rung":"regulator","regulator":"finra","note":"For brokerage accounts (Robinhood Financial, Robinhood Securities)."},{"rung":"regulator","regulator":"sec"},{"rung":"regulator","regulator":"cfpb","note":"For Robinhood Gold Card, Spending, Cash Card, money transfers and crypto."},{"rung":"arbitration","note":"The Customer Agreement (section 39) sends brokerage disputes to FINRA Dispute Resolution arbitration."}],"playbooks":[{"issue":"account_transfer","summary":"Start an outbound transfer at the receiving broker; Robinhood charges $100 and crypto and futures cannot move.","evidence":["transfer request confirmation from the receiving broker","Robinhood statements","notices about restrictions or negative balances"],"steps":[{"do":"Clear any account restriction or negative balance first, or the transfer may be delayed."},{"do":"Ask the receiving brokerage to start the ACATS transfer. Robinhood does not start outbound transfers."},{"do":"Sell or plan for assets that cannot move - crypto, futures, fractional shares and options that expire within 7 business days."},{"do":"If the transfer stalls, ask Robinhood Support in writing for the reason and what it needs, and ask the receiving firm to check the status too.","channel":"contact-support"},{"do":"If it is still blocked, file a complaint with FINRA.","regulator":"finra"}],"facts":[{"kind":"fee","claim":"Robinhood charges $100 per outgoing ACATS transfer, full or partial, taken from the available cash balance. If that balance is too low, the outside brokerage account may be charged, depending on that firm's policies.","issues":["account_transfer"],"source":"https://robinhood.com/us/en/support/articles/transfer-your-assets-out/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Crypto held in Robinhood Crypto cannot be transferred to other brokerages, and crypto not sold within 5 months may be liquidated with the proceeds sent as cash. Futures cannot be transferred. Fractional shares are sold in a full transfer and the cash is sent in a residual sweep.","issues":["account_transfer"],"source":"https://robinhood.com/us/en/support/articles/transfer-your-assets-out/","last_verified":"2026-10-13"},{"kind":"process","claim":"After a full transfer starts, the Robinhood account is locked from buying and selling, and cash deposits and withdrawals are blocked. To cancel an outgoing transfer you must ask the receiving brokerage.","issues":["account_transfer"],"source":"https://robinhood.com/us/en/support/articles/transfer-your-assets-out/","last_verified":"2026-10-13"},{"kind":"process","claim":"Options that expire within 7 business days do not transfer. Residual sweeps usually happen weekly after the initial transfer is complete.","issues":["account_transfer"],"source":"https://robinhood.com/us/en/support/articles/transfer-your-assets-out/","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Contact Support at once to freeze the account, report the phishing, and report scam payments to the FTC.","evidence":["account activity with the unauthorized trades or transfers","messages or call details from the scammer","FTC report number"],"steps":[{"do":"Contact Robinhood Support immediately through the app or robinhood.com/contact and ask it to freeze the account.","channel":"contact-support"},{"do":"If you cannot log in, email Support.","channel":"support-email"},{"do":"Forward the phishing email, text, call details or website to Robinhood.","channel":"phishing-email"},{"do":"Report scam payments to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"For unauthorized brokerage activity that Robinhood does not fix, complain in writing to Robinhood, then file with FINRA.","regulator":"finra"}],"facts":[{"kind":"policy","claim":"Crypto transfers cannot be reversed or undone, and Robinhood cannot reimburse you for crypto transfers that you authorize.","issues":["fraud"],"source":"https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"On March 7, 2025 FINRA fined Robinhood Financial and Robinhood Securities $26 million and ordered $3.75 million in restitution. FINRA found that their anti-money-laundering programs missed suspicious activity, including accounts taken over by third-party hackers.","issues":["fraud","account_access"],"source":"https://www.finra.org/media-center/newsreleases/2025/finra-orders-robinhood-financial-pay-375-million-restitution","last_verified":"2026-10-13"}]},{"issue":"account_access","summary":"Recover access only through the app or robinhood.com; never give a code or password to a caller.","evidence":["account email and phone number","ID","date access was lost","any security alerts received"],"steps":[{"do":"Use only the app or robinhood.com/contact. Do not call numbers found in a web search.","channel":"contact-support"},{"do":"If the account was compromised and you cannot log in, email Support and ask it to freeze the account.","channel":"support-email"},{"do":"Never share a password, 2FA code or recovery phrase. Robinhood says it never asks for them."}]},{"issue":"frozen_funds","summary":"Robinhood may restrict deposits, withdrawals or trading at its discretion; ask in writing for the reason and what it needs.","evidence":["restriction notice","account statements","ID and proof of ownership","written requests and answers"],"steps":[{"do":"Ask Support in writing why the account is restricted, what documents it needs, and when the restriction will end.","channel":"contact-support"},{"do":"Keep the case number and every answer."},{"do":"If brokerage assets stay restricted, file a FINRA complaint. For cash card, spending or crypto balances, file with the CFPB.","regulator":"finra"},{"do":"To recover money, consider FINRA arbitration, which the Customer Agreement requires."}],"facts":[{"kind":"policy","claim":"The Robinhood Customer Agreement (revised October 1, 2026, section 13) lets Robinhood, at its sole discretion and without prior notice, restrict your ability to deposit or withdraw funds or trade, or terminate the account.","issues":["frozen_funds"],"source":"https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"The agreement names reasons for restricting withdrawals or trading that include a reasonable suspicion of fraud, diminished capacity, inappropriate activity, or notice that ownership of assets in the account is in dispute.","issues":["frozen_funds"],"source":"https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The Robinhood Financial and Robinhood Securities Customer Agreement (revised October 1, 2026) contains a predispute arbitration clause (section 39). Any controversy arising out of the agreement or the account is settled by arbitration before FINRA Dispute Resolution, Inc.","source":"https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under the same clause, Robinhood will not enforce the arbitration agreement against a member of a putative class action in court until class certification is denied, the class is decertified, or the customer is excluded from the class.","source":"https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf","last_verified":"2026-10-13"},{"claim":"BrokerCheck lists 56 regulatory events and 13 arbitrations for Robinhood Financial LLC, and 2 regulatory events and 3 arbitrations for Robinhood Securities, LLC.","source":"https://api.brokercheck.finra.org/search/firm/165998?hl=true&nrows=12&query=&r=25&wt=json","last_verified":"2026-10-13"},{"claim":"The CFPB received 1,815 complaints about ROBINHOOD MARKETS INC. from July 1, 2025 to June 30, 2026. All 1,815 were closed with explanation; 112 responses were not timely.","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ROBINHOOD%20MARKETS%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"When you request a callback, Robinhood sends a notification with the number it will call from. Treat any other \"Robinhood\" call as suspect.","issues":["fraud","account_access"],"source":"https://robinhood.com/us/en/support/articles/how-to-contact-support/","last_verified":"2026-10-13"}],"known_blockers":["There is no inbound phone number for brokerage account issues; phone help is an in-app callback for the account holder.","Support requests for an account need sign-in to the app or robinhood.com.","Robinhood publishes no U.S. complaint mailing address or complaint email."]},{"id":"vanguard","name":"Vanguard","aliases":["the vanguard group","vanguard brokerage services","vanguard marketing corporation","vanguard investments"],"sector":"investing","parent":"The Vanguard Group, Inc.","website":"https://investor.vanguard.com","official_domains":["vanguard.com"],"security":{"never_asks":[{"kind":"policy","claim":"Vanguard says it will never reach out to ask for your login information or your full Social Security number.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard says it will never request access to your computer or mobile device.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Vanguard's Security Center warns of fraudulent emails (phishing), texts (smishing), phone calls (vishing) and pop-up scams that claim to be Vanguard.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that claim to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},"regulators":["sec","finra"],"notes":"Vanguard Brokerage Services is a division of Vanguard Marketing Corporation (FINRA CRD 7452). The CFPB database lists a \"Vanguard Financial Services, Inc.\" that we could not link to The Vanguard Group, so no CFPB count is given.","channels":[{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"retirement-plan-phone","type":"phone","label":"Client Services for retirement plan participants","value":"+1-800-523-1188","hours":"Monday through Friday, 8:30 a.m. to 9 p.m. ET","access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"fraud-phone","type":"phone","label":"Report fraud or unauthorized activity","value":"+1-877-223-6977","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","notes":"The Security Center does not list hours for this line.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"fraud-email","type":"email","label":"Fraud reporting email","value":"fraud@vanguard.com","purposes":["fraud","unauthorized_charge"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report phishing that claims to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"support-center","type":"web_form","label":"Vanguard Support Center (FAQs and contact options)","value":"https://support.vanguard.com/","notes":"investor.vanguard.com/contact-us redirects here. The page needs JavaScript.","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Vanguard Marketing Corporation (CRD 7452)","value":"https://brokercheck.finra.org/firm/summary/7452","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"personal-investors-phone"},{"rung":"written_complaint","note":"Vanguard publishes no complaint address on its contact pages. FINRA asks you to complain in writing to the firm's branch manager or compliance department and keep copies."},{"rung":"regulator","regulator":"finra"},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"The Vanguard Brokerage Account Agreement contains a predispute arbitration agreement."}],"playbooks":[{"issue":"fraud","summary":"Call the fraud line or email fraud@vanguard.com; Vanguard promises to reimburse unauthorized losses if you meet its conditions.","evidence":["account activity with the unauthorized transactions","messages or caller details","FTC report number"],"steps":[{"do":"Call the fraud line and report the unauthorized activity.","channel":"fraud-phone"},{"do":"Forward the phishing email or text.","channel":"phishing-email"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Vanguard does not resolve it, complain in writing, then file with FINRA.","regulator":"finra"}],"facts":[{"kind":"compensation","claim":"Vanguard's Security Center says Vanguard will \"reimburse every dollar taken\" through unauthorized activity, as set out in its terms, if you meet the listed conditions.","issues":["fraud","unauthorized_charge"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},{"issue":"account_transfer","summary":"Start the transfer at the receiving firm; Vanguard may charge $100 to close an account or transfer all of it out.","evidence":["transfer request confirmation","statements from both firms"],"steps":[{"do":"Ask the receiving firm to start the ACATS transfer."},{"do":"If it stalls, call Vanguard and ask what is missing and the expected date.","channel":"personal-investors-phone"},{"do":"If it is still blocked, file a FINRA complaint.","regulator":"finra"}],"facts":[{"kind":"fee","claim":"Vanguard Brokerage Services may charge a $100 processing fee for each account closure and full transfer of account assets to another firm (fee schedule effective July 10, 2026). The fee does not apply to clients with at least $5 million in qualifying assets, Wealth Management clients, or accounts in a Vanguard-affiliated advisory service.","issues":["account_transfer"],"source":"https://personal1.vanguard.com/pdf/v414.pdf","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Vanguard's brokerage account agreement contains a predispute arbitration agreement. The legacy agreement sends disputes to arbitration under the rules of FINRA or a national securities exchange. Seen in search-engine extracts of Vanguard forms; the current agreement was not read in full.","source":"https://personal1.vanguard.com/pdf/v718.pdf","last_verified":"2026-10-13"},{"claim":"BrokerCheck shows Vanguard Marketing Corporation (CRD 7452) as an active broker-dealer with disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Caller ID can be faked. If you are unsure about a call, hang up and call the number on vanguard.com, in the Vanguard app or on your statement. Seen in a search-engine extract of the Security Center.","issues":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_blockers":["Phone lines verify the account holder by voice.","The Support Center and account pages need JavaScript and sign-in."]},{"id":"webull","name":"Webull","aliases":["webull financial","webull financial llc","webull app"],"sector":"investing","website":"https://www.webull.com","official_domains":["webull.com"],"security":{"never_asks":[{"kind":"policy","claim":"Webull says it will never ask for responses via text, and that its official social media pages will never initiate contact with you.","source":"https://www.webull.com/help/faq/10946-Avoiding-Scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Webull warns of phishing emails that link to fake websites, vishing calls and smishing texts that ask for passwords or verification codes, and fake or hacked social media accounts that push false investment opportunities.","source":"https://www.webull.com/help/faq/10946-Avoiding-Scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-email","type":"email","label":"Report suspected unauthorized activity or scams to Webull Support","value":"support@webull.com","purposes":["fraud"],"source":"https://www.webull.com/help/faq/10946-Avoiding-Scams","last_verified":"2026-10-13"}]},"regulators":["sec","finra"],"notes":"Brokerage accounts are with Webull Financial LLC (FINRA CRD 289063). Webull's transfer help page names Apex Clearing as the party charging the outgoing transfer fee.","channels":[{"id":"support-phone","type":"phone","label":"Webull customer support","value":"+1-888-828-0618","purposes":["fraud","account_transfer","account_access","frozen_funds","poor_service"],"access":"human_only","notes":"The inquiry page lists no hours. Search-engine extracts of other Webull help pages give Monday to Friday, 8:00 AM to 5:00 PM ET.","source":"https://www.webull.com/help/faq/1081-how-to-file-an-inquiry","last_verified":"2026-10-13"},{"id":"support-email","type":"email","label":"Webull support email","value":"support@webull.com","purposes":["fraud","account_transfer","account_access","frozen_funds","poor_service"],"source":"https://www.webull.com/help/faq/1081-how-to-file-an-inquiry","last_verified":"2026-10-13"},{"id":"in-app-support","type":"app","label":"In-app support","value":"Webull app: Menu > Support > Contact Support","purposes":["fraud","account_access"],"access":"login","source":"https://www.webull.com/help/faq/10946-Avoiding-Scams","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Webull Financial LLC (CRD 289063)","value":"https://brokercheck.finra.org/firm/summary/289063","source":"https://www.webull.com/help/faq/1081-how-to-file-an-inquiry","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"support-email","note":"Webull publishes no separate complaint address. Write to support and keep the reply."},{"rung":"regulator","regulator":"finra"},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"Brokerage account agreements usually require FINRA arbitration. Read your Webull customer agreement."}],"playbooks":[{"issue":"account_transfer","summary":"Start the transfer at the receiving broker; Webull charges $75 and some assets are sold instead of moved.","evidence":["transfer request confirmation from the receiving broker","Webull statements"],"steps":[{"do":"Submit the transfer request through the receiving broker. It will need Webull's DTC number, 0158."},{"do":"Expect fractional shares, Treasury bonds and money market funds to be sold, and options that expire within two weeks to stay behind."},{"do":"If the transfer is late, email Webull support for the reason and the expected date.","channel":"support-email"},{"do":"If it is still blocked, file a FINRA complaint.","regulator":"finra"}],"facts":[{"kind":"fee","claim":"Webull deducts a $75 fee from the account's cash balance for both full and partial outgoing transfers. The fee table names Apex Clearing (Webull) as the charging party.","issues":["account_transfer"],"source":"https://www.webull.com/help/faq/10958-Initiating-your-transfer","last_verified":"2026-10-13"},{"kind":"process","claim":"Outgoing ACATS transfers typically take around 3-5 business days. Fractional shares, Treasury bonds and money market funds cannot be transferred and are liquidated when the transfer starts; options that expire within two weeks cannot be transferred.","issues":["account_transfer"],"source":"https://www.webull.com/help/faq/10958-Initiating-your-transfer","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Report unauthorized activity by phone, email or in-app support, and change your password.","evidence":["account activity with the unauthorized transactions","the suspicious message","FTC report number"],"steps":[{"do":"Report the unauthorized activity to Webull.","channel":"support-phone"},{"do":"Change your password and turn on two-factor authentication."},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Webull does not resolve it, complain in writing, then file with FINRA.","regulator":"finra"}]}],"known_blockers":["Phone support verifies the account holder by voice."]},{"id":"airbnb","name":"Airbnb","aliases":["airbnb inc","airbnb payments","aircover"],"sector":"lodging","website":"https://www.airbnb.com","account_url":"https://www.airbnb.com/trips","regulators":["ftc"],"notes":"Airbnb is a platform; each stay is a contract with an independent host. US payments are handled by Airbnb Payments, Inc. Problems with a stay go through the Rebooking and Refund Policy (report within 72 hours of discovery) and the Resolution Center (money requests between host and guest, with Airbnb mediation on request). Terms of Service and Payments Terms last updated February 5, 2026. Airbnb publishes no phone number on its public contact page; contact options appear after sign-in.","channels":[{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Airbnb Help Center","value":"https://www.airbnb.com/help","access":"open","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out for changes to the arbitration terms","value":"arbitration.opt.out@airbnb.com","notes":"Send within 30 days of the date a change to the arbitration terms takes effect; postal alternative is 888 Brannan St, San Francisco, CA 94103, Attn Arbitration Opt-Out.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"resolution-center","note":"Message the host first; then ask Airbnb to step in."},{"rung":"written_complaint","channel":"contact-support"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice-mail","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed."}],"playbooks":[{"issue":"reservation_problem","summary":"Report the problem to the host or Airbnb within 72 hours of discovering it, with photos; Airbnb can rebook you or refund you.","evidence":["reservation code","photos or video of the problem","messages with the host","time you discovered the problem"],"steps":[{"do":"Message the host through Airbnb and photograph or film the problem."},{"do":"Within 72 hours of discovery, the guest who booked must contact Airbnb or the host. Ask for rebooking in a similar place or a full or partial refund.","channel":"contact-support"},{"do":"If the host cancelled before check-in, ask for a refund to the original payment method instead of the travel credit."},{"do":"If Airbnb refuses, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Guests must report Reservation Issues within 72 hours after discovery to qualify under the Rebooking and Refund Policy.","issues":["reservation_problem","refund_request"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reservation Issues include a host cancelling before check-in, the host failing to provide access, uninhabitable conditions, and a listing significantly different from the one advertised; Airbnb may refund in full or part or help find a similar place.","issues":["reservation_problem"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a host cancellation before check-in, the guest generally receives a travel credit unless the guest asks for a refund to the original payment method.","issues":["reservation_problem","refund_request","travel_credit"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"The listing's cancellation policy sets the refund; a 24-hour free cancellation period applies to bookings made at least 7 days before check-in.","evidence":["reservation code","cancellation policy shown at booking","booking and cancellation times"],"steps":[{"do":"Check the listing's cancellation policy in the trip details."},{"do":"Cancel from Trips. For an agreed refund outside the policy, ask the host to send it through the Resolution Center.","channel":"resolution-center"},{"do":"Submit Resolution Center requests within 60 days after checkout; if you cannot agree with the host, ask Airbnb to mediate (you have 1 hour to respond to a mediation request).","channel":"resolution-center"}],"facts":[{"kind":"policy","claim":"Standard stays (27 nights or fewer): Flexible gives a full refund until 24 hours before check-in; Moderate until 5 days before; Limited until 14 days before; Firm until 30 days before. Limited and Firm refund 50% from 7 days up to that limit, and no refund inside 7 days.","issues":["refund_request"],"source":"https://www.airbnb.com/help/article/475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A 24-hour cancellation period applies to all standard cancellation policies for shorter stays, if the reservation was confirmed at least 7 days before check-in (listing's local time).","issues":["refund_request"],"source":"https://www.airbnb.com/help/article/475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Resolution Center requests can be submitted up to 60 days after the reservation's checkout date.","issues":["refund_request","damage_claim","deposit_refund"],"source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}]},{"issue":"damage_claim","summary":"A host must ask you to pay through the Resolution Center within 14 days of checkout; you are notified and can respond before Airbnb charges your card.","evidence":["your check-in and check-out photos or video","messages with the host","the host's request and photos","checkout instructions"],"steps":[{"do":"Take photos or video at check-in and check-out."},{"do":"When a host request arrives (email or Resolution Center), ask for photos, invoices or estimates, and the date the damage was found.","channel":"resolution-center"},{"do":"Decline or answer the request in the Resolution Center with your own evidence. If the host asks Airbnb to step in, send your evidence when Airbnb contacts you.","channel":"resolution-center"},{"do":"If Airbnb charges your payment method and you dispute the decision, contact support in writing, then use the card dispute or arbitration notice.","channel":"contact-support"}],"facts":[{"kind":"deadline","claim":"Under the Host Damage Protection Terms, a host must try to recover the loss from the guest (for example through the Resolution Center) and notify Airbnb within fourteen (14) days of the guest's checkout, and file the payment request form within thirty (30) days of checkout.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2869","last_verified":"2026-10-12"},{"kind":"process","claim":"The Terms of Service say a guest is notified of a Damage Report and given an opportunity to respond; if Airbnb finds the report valid, Airbnb Payments can collect the amount from the guest.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"kind":"process","claim":"Airbnb Payments may charge the payment method used for the booking, or another method on file, to collect Damage Report amounts, and says it notifies you in writing before charging Additional Amounts.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2909","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Airbnb has no general security deposit; some hosts with connected software collect one through the Resolution Center.","evidence":["reservation code","deposit request","checkout photos"],"steps":[{"do":"Check the Resolution Center for the host's security deposit request and its status.","channel":"resolution-center"},{"do":"If the host keeps the deposit without a valid damage claim, ask Airbnb to mediate within 60 days of checkout.","channel":"resolution-center"}],"facts":[{"kind":"policy","claim":"Resolution Center requests can cover security deposits from select hosts connected through software.","issues":["deposit_refund"],"source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Guests pay a service fee of 14.1% to 16.5% of the booking subtotal; it is shown in the price breakdown before booking.","source":"https://www.airbnb.com/help/article/1857","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; either side may use small claims court.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"known_blockers":["Contacting Airbnb support and using the Resolution Center require sign-in by the account holder.","Only the guest who made the booking can report a Reservation Issue.","Mediation requests must be answered within 1 hour."],"official_domains":["airbnb.com"],"security":{"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]}},{"id":"best-western","name":"Best Western Hotels & Resorts","aliases":["best western","best western international","best western rewards","best western plus","best western premier"],"sector":"lodging","website":"https://www.bestwestern.com","account_url":"https://www.bestwestern.com/en_US/customer-service.html","regulators":["ftc"],"notes":"Best Western International (BWI) says Best Western branded hotels are independently owned and operated and are not owned, managed or controlled by BWI. Billing is managed by each hotel, and corporate customer service forwards feedback to the property. Values here come from bestwestern.com pages as shown in official-domain search results; the site returns 403 to direct fetches.","channels":[{"id":"customer-service-phone","type":"phone","label":"Best Western customer service (North America)","value":"+1-800-780-7234","hours":"24 hours a day, 7 days a week","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"rewards-phone","type":"phone","label":"Best Western Rewards customer service (North America)","value":"+1-800-237-8483","hours":"Monday - Sunday 5 a.m. to 10 p.m. MST","purposes":["account_access"],"source":"https://www.bestwestern.com/en_US/customer-service/bwr-customer-service.html","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Best Western reservations (North America)","value":"+1-800-564-2515","purposes":["reservation_problem","refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Customer service feedback form (forwarded to the hotel, which replies)","value":"https://www.bestwestern.com/en_US/customer-service.html","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"notes":"Best Western says it documents the feedback and forwards it to the property, which replies by email, telephone or mail.","source":"https://www.bestwestern.com/en_US/customer-service.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone","note":"Contact the hotel first; Best Western says billing is managed by the hotel."},{"rung":"written_complaint","channel":"feedback-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Each hotel sets its cancellation policy; missing the window usually costs one night.","evidence":["confirmation number","the hotel's cancellation policy shown at booking","cancellation confirmation"],"steps":[{"do":"For a bestwestern.com booking still inside the hotel's window, cancel with Check reservations (first and last name and confirmation number). Bookings made at the hotel cannot be changed on bestwestern.com."},{"do":"If you are charged after cancelling on time, ask the hotel, then call customer service.","channel":"customer-service-phone"},{"do":"Put it in writing through the feedback form, then dispute the charge with your card issuer if not refunded.","channel":"feedback-form"}],"facts":[{"kind":"fee","claim":"If you do not cancel within the hotel's cancellation timeframe, you are charged one night's stay, unless the reservation requires full prepayment or has a minimum length of stay; full-prepayment reservations are charged in full unless cancelled under the hotel's policy.","issues":["refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Points-and-cash reservations cancelled under the hotel's policy have the points re-deposited and the card is not charged.","issues":["refund_request"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Billing is handled by the hotel; contact it first, then Best Western customer service.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Contact the hotel directly; Best Western says this is the fastest way to resolve billing."},{"do":"If the hotel does not fix it, call customer service and send the feedback form, which is forwarded to the property.","channel":"feedback-form"},{"do":"Dispute the charge with your card issuer if it is not corrected."}],"facts":[{"kind":"policy","claim":"Best Western says all billing is managed directly by the hotel and recommends contacting the hotel for the fastest resolution.","issues":["billing_error","deposit_refund"],"source":"https://www.bestwestern.com/en_US/customer-service/frequently-asked-questions.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Best Western's Taxes and Fees page says the hotel may also charge resort fees, parking fees and incidental charges such as the mini-bar.","source":"https://www.bestwestern.com/en_US/legal/taxes-fees.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Best Western Rewards terms require individual arbitration; claims of $10,000 or less proceed on written submissions, larger claims are heard in Phoenix, Arizona.","source":"https://www.bestwestern.com/en_US/legal/bwr-terms-conditions.html","last_verified":"2026-10-12"}],"known_blockers":["bestwestern.com returns HTTP 403 to automated fetches.","Bookings made directly with the hotel cannot be changed or cancelled on bestwestern.com."],"official_domains":["bestwestern.com"]},{"id":"choice-hotels","name":"Choice Hotels International","aliases":["choice hotels","choice privileges","comfort inn","comfort suites","quality inn","econo lodge","sleep inn","clarion","cambria hotels"],"sector":"lodging","website":"https://www.choicehotels.com","account_url":"https://www.choicehotels.com/support","regulators":["ftc"],"notes":"Choice's terms say most reservations are for properties owned and operated by franchisees, and that payments to a hotel are matters between the guest and the hotel. Choice-run phone lines and the customer service form are the corporate channels. Values here come from choicehotels.com pages as shown in official-domain search results; the site timed out for direct fetches.","channels":[{"id":"customer-relations-phone","type":"phone","label":"Choice Hotels Customer Relations","value":"+1-800-300-8800","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"The support page lists it as available 24/7; a Choice Privileges page lists 7 a.m. - 10 p.m. MST, 7 days a week. Hearing-impaired callers can use 711.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Choice Hotels reservations (also cancels and changes reservations)","value":"+1-877-424-6423","hours":"24/7","purposes":["reservation_problem","refund_request"],"source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"choice-privileges-phone","type":"phone","label":"Choice Privileges Service Center","value":"+1-888-770-6800","hours":"24/7","purposes":["account_access"],"source":"https://www.choicehotels.com/choice-privileges/contact","last_verified":"2026-10-12"},{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"legal-notice-email","type":"email","label":"Choice legal notices (Dispute Notice before arbitration; Choice Privileges arbitration opt-out)","value":"legalnotices@choicehotels.com","notes":"The Terms of Use say to send the Dispute Notice by email here and by mail to the legal department.","source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Choice legal department (Dispute Notice address)","value":"Choice Hotels International, Inc., ATTN Legal Department, 915 Meeting St Suite 600, North Bethesda, MD 20852","purposes":["billing_error","refund_request"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-relations-phone","note":"Front desk or hotel manager first while you are there."},{"rung":"written_complaint","channel":"customer-service-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Signed Dispute Notice first, then 60 days of informal resolution, then individual JAMS arbitration."}],"playbooks":[{"issue":"refund_request","summary":"The hotel sets the cancellation deadline shown at booking; advance purchase rates cannot be cancelled.","evidence":["confirmation number","cancellation deadline from the confirmation page","cancellation number","card statement"],"steps":[{"do":"Find the cancellation deadline on the confirmation; it varies by property."},{"do":"Cancel in your Choice Privileges account or on the \"manage reservations\" page with confirmation number and last name, or call reservations. Keep the cancellation number.","channel":"reservations-phone"},{"do":"If you are charged after cancelling on time, call Customer Relations and then send the customer service form with the cancellation number.","channel":"customer-service-form"},{"do":"If the refund is not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Every Choice reservation has a cancellation deadline that varies by property and is shown on the confirmation page before booking; advance purchase rate reservations cannot be modified or cancelled.","issues":["refund_request"],"source":"https://www.choicehotels.com/support/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"The cash portion of a Points Plus Cash booking is non-refundable; the points are re-deposited when the cancellation is within the hotel's deadline.","issues":["refund_request"],"source":"https://www.choicehotels.com/choice-privileges/faq","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Choice treats payments to the hotel as between you and the hotel; ask the hotel first, then Customer Relations.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Ask the front desk or hotel manager to correct the folio."},{"do":"If the hotel does not fix it, call Customer Relations and send the customer service form with the folio.","channel":"customer-service-form"},{"do":"Dispute the charge with your card issuer if it is not corrected."}],"facts":[{"kind":"policy","claim":"Choice's Terms of Use say payments to hotels or vacation rental management companies are to be resolved solely between the guest and that hotel or company, and Choice does not assume involvement in those disputes.","issues":["billing_error","deposit_refund"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Choice Privileges rules say members are responsible for incidental charges and for any resort or other mandatory fees imposed by the hotel.","source":"https://www.choicehotels.com/choice-privileges/rules-regulations","last_verified":"2026-10-12"},{"kind":"policy","claim":"Choice's Terms of Use require a signed Dispute Notice, a 60-day informal resolution period, and then individual binding arbitration before JAMS, with a class and jury waiver.","source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Choice Privileges members can opt out of the program's arbitration clause by signed notice with name and account number within 30 calendar days of opening the account or of the clause being made available.","source":"https://www.choicehotels.com/choice-privileges/rules-regulations","last_verified":"2026-10-12"}],"known_blockers":["choicehotels.com timed out for automated fetches; the customer service form may need the person to submit it."],"official_domains":["choicehotels.com"]},{"id":"hilton","name":"Hilton","aliases":["hilton worldwide","hilton hotels","hilton honors","hampton inn","doubletree","embassy suites","homewood suites"],"sector":"lodging","website":"https://www.hilton.com","account_url":"https://www.hilton.com/en/book/reservation/find/","regulators":["ftc"],"notes":"Hilton tells guests to take billing errors to the hotel first; the Help Center Billing Issue and Stay Feedback forms are the written channels after that. Hilton.com blocks most automated page fetches; values here come from Hilton pages as shown in official-domain search results.","channels":[{"id":"honors-customer-care-phone","type":"phone","label":"Hilton customer support, United States and Canada (1-888-4HONORS)","value":"+1-888-446-6677","purposes":["reservation_problem","refund_request","billing_error","poor_service"],"notes":"The Help Center home page lists +1-888-4HONORS (dials +1-888-446-6677), and the Global Phone Numbers page lists 888 446 6677 for the United States and Canada (including American Samoa, Guam, Mariana Islands, Puerto Rico and the US Virgin Islands). The footer of the Global Phone Numbers page and older travel-agent pages still show 1-800-4HONORS (+1-800-446-6677). From other countries, Hilton lists the international free number +800 4445 8667.","source":"https://www.hilton.com/en/help-center/global-phone-numbers/","last_verified":"2026-10-12"},{"id":"help-center-chat","type":"chat","label":"Hilton Help Center chat","value":"https://www.hilton.com/en/help-center/","hours":"24/7","purposes":["reservation_problem","refund_request","billing_error"],"source":"https://www.hilton.com/en/help-center/","last_verified":"2026-10-12"},{"id":"billing-issue-form","type":"web_form","label":"Report a Billing Issue (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","purposes":["billing_error","deposit_refund","refund_request"],"notes":"Hilton says to contact the hotel from the stay first; use this form if that does not resolve it.","source":"https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/","last_verified":"2026-10-12"},{"id":"stay-feedback-form","type":"web_form","label":"Stay Feedback form (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","purposes":["poor_service","reservation_problem"],"source":"https://www.hilton.com/en/help-center/reservations/stay-feedback/","last_verified":"2026-10-12"},{"id":"cancel-reservation-page","type":"portal","label":"How to cancel your reservation (Help Center)","value":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","purposes":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"honors-customer-care-phone","note":"For billing errors Hilton says to contact the hotel from the stay first."},{"rung":"written_complaint","channel":"billing-issue-form"},{"rung":"written_complaint","channel":"stay-feedback-form"},{"rung":"payment_dispute","note":"Hilton warns that disputing an Advance Purchase charge while a Hilton refund is pending can cause a double credit that is later reversed."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Cancel before the hotel's deadline; standard-rate deposits are refunded by the hotel, Advance Purchase rates are non-refundable.","evidence":["confirmation number","rate details and cancellation policy","cancellation confirmation","card statement"],"steps":[{"do":"Check the rate type and deadline under Rate details & policies in the reservation or confirmation email."},{"do":"Cancel online (Find Stay, View/Edit Stay), in the Hilton Honors app, with the hotel, or through Customer Support.","channel":"cancel-reservation-page"},{"do":"For a deposit refund on a standard rate, ask the hotel that collected the payment; refunds can take up to 30 days."},{"do":"For an Advance Purchase booking in the US, Canada, Mexico or the Caribbean, call at least three days before check-in to ask whether the hotel will accept a cancellation when you book a new Advance Purchase reservation; a service fee applies.","channel":"honors-customer-care-phone"},{"do":"If a refund you are owed does not arrive, report it through the billing issue form before you dispute the charge with your card issuer.","channel":"billing-issue-form"}],"facts":[{"kind":"policy","claim":"Hilton says cancellation policies vary by rate type, stay dates and hotel; a late cancellation fee may apply after the hotel's window.","issues":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If you paid a deposit, the refund is processed by the hotel that collected the payment, and Hilton says refunds can take up to 30 days.","issues":["refund_request","deposit_refund"],"source":"https://www.hilton.com/en/help-center/reservations/how-to-cancel-your-reservation/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hilton Advance Purchase terms say payments for Advance Purchase/Non-Refundable rates are not refundable and the bookings may not be modified.","issues":["refund_request"],"source":"https://www.hilton.com/en/hotels/laxavci-conrad-los-angeles/offers/advance-purchase-terms/","last_verified":"2026-10-12"},{"kind":"process","claim":"Hilton warns that if you dispute an Advance Purchase charge with your card company instead of waiting for Hilton's refund, the double credit causes a new correcting charge when the dispute closes.","issues":["refund_request"],"source":"https://www.hilton.com/en/help-center/reservations/refund-reversals/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Ask the hotel first, then use the Help Center billing issue form.","evidence":["folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"Contact the hotel from the stay and ask it to correct the charge."},{"do":"If the hotel does not fix it, submit the Report a Billing Issue form with the folio and the correct amount.","channel":"billing-issue-form"},{"do":"If Hilton does not correct it, dispute the charge with your card issuer."}]},{"issue":"deposit_refund","summary":"The incidental hold should drop within 72 hours of checkout; card issuers can take longer.","evidence":["final folio","checkout date","card statement showing the hold"],"steps":[{"do":"Check the final folio for posted incidental charges."},{"do":"If the hold remains well past 72 hours, ask the hotel to confirm the release, then contact your card issuer."},{"do":"If the hotel charged the hold amount and you dispute it, use the billing issue form.","channel":"billing-issue-form"}],"facts":[{"kind":"deadline","claim":"Hilton says that at checkout you are charged the final price and the incidental hold is released within 72 hours; depending on the card provider it may take longer.","issues":["deposit_refund"],"source":"https://www.hilton.com/en/hilton-honors/payment-security/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Hilton says resort charges vary by hotel; the amount is in the hotel website's \"Rooms and suites\" section and what it includes is under \"Hotel policies\".","source":"https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel","last_verified":"2026-10-12"},{"kind":"fee","claim":"Hilton Honors terms say members on Reward stays booked with all Points or a promotional free night reward certificate do not pay resort fees at participating hotels.","source":"https://www.hilton.com/en/hilton-honors/benefit-terms/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Hilton Site Usage Agreement has no arbitration clause; it requires individual (non-class) claims filed in the U.S. District Court for the Eastern District of Virginia or Fairfax County, Virginia courts, and a one-year limit to bring claims.","source":"https://www.hilton.com/en/p/site-usage-agreement/","last_verified":"2026-10-12"}],"known_blockers":["hilton.com returns HTTP 403 to automated fetches; an agent may need the person to open Help Center pages and forms.","Billing disputes go to the individual hotel first; Hilton corporate forms are the second step."],"official_domains":["hilton.com"],"security":{"never_asks":[{"kind":"policy","claim":"Hilton's Global Privacy Statement says Hilton will never ask you to send confidential personal information or payment card information by email or text message.","source":"https://www.hilton.com/en/p/global-privacy-statement/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hilton warns of fraudulent telemarketers who use its name and branding to get personal information. Hilton says it never calls from a spoofed local-looking number, never uses a computer-generated voice or voicemail, and never uses a blocked caller ID.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"},{"kind":"policy","claim":"A BBB alert on fake hotel booking sites cites a consumer who paid for a Hilton hotel reservation in Chicago that neither the hotel nor Hilton reservations had any record of.","source":"https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraudulent-calls-phone","type":"phone","label":"Report fraudulent calls that use Hilton's name (1-800-HILTONS, ask for Guest Assistance)","value":"+1-800-445-8667","notes":"From a Hilton statement dated September 6, 2019.","source":"https://stories.hilton.com/releases/statement-from-hilton-fraudulent-marketing","last_verified":"2026-10-12"}]}},{"id":"hyatt","name":"Hyatt Hotels Corporation","aliases":["hyatt","hyatt hotels","world of hyatt","hyatt regency","grand hyatt","hyatt place","andaz"],"sector":"lodging","website":"https://www.hyatt.com","account_url":"https://www.hyatt.com/help/faqs/canceling-changing-an-online-reservation","regulators":["ftc"],"notes":"Hyatt completed its acquisition of Playa Hotels & Resorts on June 17, 2025, adding all-inclusive resorts in Mexico, the Dominican Republic and Jamaica; it later sold the Playa real estate and kept management agreements. Cancellation and deposit policies are set per hotel and rate. hyatt.com blocks most automated fetches; values here come from Hyatt pages as shown in official-domain search results, except where a fetched page is cited.","channels":[{"id":"customer-service-phone","type":"phone","label":"Hyatt Customer Service / Guest Care Support","value":"+1-800-323-7249","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"notes":"Hyatt's help FAQ also lists +1-402-592-6465 for this line.","source":"https://newsroom.hyatt.com/contacts","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Hyatt reservations (United States, Canada and the Caribbean)","value":"+1-800-233-1234","purposes":["reservation_problem","refund_request"],"notes":"Hyatt says its regional numbers only work from the country or region of origin.","source":"https://www.hyatt.com/help/en-US/contact/contact-us","last_verified":"2026-10-12"},{"id":"world-of-hyatt-phone","type":"phone","label":"World of Hyatt customer service (US and Canada, account and points)","value":"+1-800-544-9288","purposes":["account_access"],"notes":"Hyatt's World of Hyatt contact page also lists +1-888-344-9288 for the United States and Canada.","source":"https://help.hyatt.com/en/faqs/world-of-hyatt/accessing-your-account.html","last_verified":"2026-10-12"},{"id":"consumer-affairs-email","type":"email","label":"Hyatt customer service email","value":"consumeraffairs@hyatt.com","purposes":["poor_service","billing_error","refund_request"],"source":"https://newsroom.hyatt.com/contacts","last_verified":"2026-10-12"},{"id":"stay-feedback-form","type":"web_form","label":"Share Feedback on a Recent Stay","value":"https://www.hyatt.com/contact-hyatt/share-feedback-on-a-recent-stay","purposes":["poor_service","billing_error","reservation_problem"],"source":"https://www.hyatt.com/contact-hyatt/share-feedback-on-a-recent-stay","last_verified":"2026-10-12"},{"id":"cancel-change-page","type":"portal","label":"Cancel or change an online reservation","value":"https://www.hyatt.com/help/faqs/canceling-changing-an-online-reservation","purposes":["refund_request"],"source":"https://www.hyatt.com/help/faqs/canceling-changing-an-online-reservation","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone","note":"Front desk first while you are at the hotel."},{"rung":"written_complaint","channel":"stay-feedback-form"},{"rung":"written_complaint","channel":"consumer-affairs-email"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Find the hotel's cancellation and deposit policy in the confirmation, cancel online, then ask Guest Care in writing.","evidence":["confirmation number","cancellation and deposit policy from the confirmation email","cancellation number","card statement"],"steps":[{"do":"Read the cancellation and deposit policy in the confirmation email; Hyatt says it is set per hotel and rate and given at booking."},{"do":"Cancel on hyatt.com with your name and confirmation number, or with the card used to book. Third-party bookings must be cancelled with the third party.","channel":"cancel-change-page"},{"do":"For a California Hyatt booked through Hyatt channels, cancel within 24 hours of booking for a full refund when check-in is at least 72 hours away."},{"do":"If a refund is not paid, call Guest Care, then send the request with the cancellation number by email or the feedback form.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Hyatt says cancellation and deposit policies vary by hotel and confirmed rate, and the policy for a reservation is given when it is made.","issues":["refund_request"],"source":"https://www.hyatt.com/help/faqs/payment-and-cancellation","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a hotel charges a deposit, Hyatt says the card is charged as soon as the hotel can process it; the deposit policy shows during the online booking.","issues":["refund_request","deposit_refund"],"source":"https://www.hyatt.com/help/faqs/payment-and-cancellation","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For stays at Hyatt hotels in California booked through Hyatt channels, any reservation, including prepaid and nonrefundable ones, can be cancelled with Hyatt without penalty and with a full refund up to twenty-four (24) hours after booking, unless it was made less than seventy-two (72) hours before check-in.","issues":["refund_request"],"source":"https://www.hyatt.com/help/terms/hyatt","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Ask the hotel, then Hyatt Guest Care in writing with the folio.","evidence":["hotel bill","confirmation number","card statement"],"steps":[{"do":"Ask the hotel to correct the bill. Hyatt's help center has a \"Retrieve Hotel Bill\" option for a copy."},{"do":"If the hotel does not correct it, call Guest Care and then send the folio and the correct amount by email.","channel":"consumer-affairs-email"},{"do":"Dispute the charge with your card issuer if Hyatt does not correct it."}]}],"facts":[{"kind":"fee","claim":"Hyatt hotel policy pages state destination or resort fees per room per night, for example \"A daily destination fee of $25.00 (subject to change) is applied to each room of your stay\" at Hyatt Regency New Orleans.","source":"https://www.hyatt.com/hyatt-regency/en-US/msyrn-hyatt-regency-new-orleans/policies","last_verified":"2026-10-12"}],"known_blockers":["hyatt.com returns HTTP 403 to automated fetches; an agent may need the person to open forms.","Regional phone numbers only work from the country or region of origin."],"official_domains":["hyatt.com"],"security":{"never_asks":[{"kind":"policy","claim":"Hyatt's recruitment fraud notice says Hyatt does not ask applicants for money transfers or payments to secure an application, interview or job.","source":"https://careers.hyatt.com/assets/documents/Recruitment_Fraud.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hyatt warns of payment redirection scams in which someone impersonating a business or its employees by email, text or instant message asks that an upcoming payment go to a new account. Hyatt says to verify any change with a phone number you already know or one from the official website, not the number on the invoice.","source":"https://www.hyatt.com/events/en-US/fraud-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"security-email","type":"email","label":"Report suspicious payment-change emails or texts and fake Hyatt job offers","value":"security@hyatt.com","notes":"Include your name, phone number, the Hyatt location and a short description of the suspicious activity.","source":"https://www.hyatt.com/events/en-US/fraud-awareness","last_verified":"2026-10-12"}]}},{"id":"ihg","name":"IHG Hotels & Resorts","aliases":["intercontinental hotels group","ihg one rewards","holiday inn","holiday inn express","crowne plaza","intercontinental hotels","kimpton"],"sector":"lodging","website":"https://www.ihg.com","account_url":"https://www.ihg.com/content/us/en/customer-care/main","regulators":["ftc"],"notes":"IHG asks guests to raise service and billing problems with the hotel's management first, then with IHG Customer Care through its online forms. IHG added Ruby Hotels in 2025. ihg.com blocks automated fetches; values here come from IHG pages as shown in official-domain search results.","channels":[{"id":"customer-care-phone","type":"phone","label":"IHG One Rewards Customer Care (United States and Canada)","value":"+1-888-211-9874","purposes":["billing_error","refund_request","reservation_problem","poor_service","account_access"],"notes":"Listed under IHG One Rewards Service Centers. Same page lists fax 1-800-725-8232 and TDD 1-800-334-5194. For bookings, use the reservations number.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"IHG reservations (United States and Canada)","value":"+1-877-424-2449","purposes":["reservation_problem","refund_request"],"notes":"Listed under Worldwide Reservation Offices. Six Senses reservations use +1-855-496-0109.","source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"tdd-phone","type":"phone","label":"IHG Customer Care TDD (United States and Canada)","value":"+1-800-334-5194","purposes":["accessibility"],"source":"https://www.ihg.com/content/us/en/customer-care/contact-us","last_verified":"2026-10-12"},{"id":"customer-care-forms","type":"portal","label":"IHG Customer Care (online Issues Form, General Comment or Compliment form, Feedback Form)","value":"https://www.ihg.com/content/us/en/customer-care/main","purposes":["billing_error","poor_service","reservation_problem","refund_request"],"notes":"IHG FAQ says to use the online Issues Form for service problems the hotel did not resolve, billing disputes and past-reservation errors; the General Comment or Compliment form goes to Guest Relations, which reviews it with the hotel.","source":"https://www.ihg.com/content/us/en/customer-care/frequently-asked-questions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone","note":"Hotel management first, while you are there."},{"rung":"written_complaint","channel":"customer-care-forms"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask the hotel, then file IHG's online Issues Form.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Contact the hotel directly by phone about the charge."},{"do":"If the hotel does not fix it, complete IHG's online Issues Form with the folio and confirmation number.","channel":"customer-care-forms"},{"do":"Dispute the charge with your card issuer if IHG does not correct it."}]},{"issue":"refund_request","summary":"Cancel inside the hotel's window; prepaid \"Book Early and Save\" rates are final.","evidence":["confirmation number","rate details","cancellation confirmation"],"steps":[{"do":"Check the cancellation policy for the rate in the reservation; IHG says it varies by rate."},{"do":"Cancel online or in the app. If cancellation is not available online, call IHG Customer Care.","channel":"customer-care-phone"},{"do":"If a refund you are owed is not paid, file the online Issues Form, then dispute the charge with your card issuer.","channel":"customer-care-forms"}],"facts":[{"kind":"policy","claim":"Reward Night reservations cancelled before the hotel's cancellation time get the points re-deposited; after that time the points are still returned but the hotel charges the card on file its cancellation fee.","issues":["refund_request"],"source":"https://www.ihg.com/content/us/en/customer-care/member-tc","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Points & Cash bookings, the cash portion is nonrefundable when a night is cancelled, but the points are returned.","issues":["refund_request"],"source":"https://www.ihg.com/content/us/en/customer-care/faq/rewards","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Fix it online if you can; past or uncorrectable reservations go on the Issues Form.","evidence":["confirmation number","what was booked","what was provided","receipts for extra costs"],"steps":[{"do":"Try to correct the reservation on the Manage Your Stay page."},{"do":"If it cannot be corrected online, or the stay is over, complete the online Issues Form.","channel":"customer-care-forms"}]}],"known_blockers":["ihg.com returns HTTP 403 to automated fetches; the exact Issues Form URL could not be confirmed."],"official_domains":["ihg.com"]},{"id":"marriott","name":"Marriott International","aliases":["marriott","marriott bonvoy","marriott hotels","ritz-carlton","sheraton","westin","courtyard by marriott"],"sector":"lodging","website":"https://www.marriott.com","account_url":"https://www.marriott.com/reservation/lookupReservation.mi","regulators":["ftc"],"notes":"Marriott asks guests to raise problems with the front desk during the stay; after the stay, the Contact Us form routes concerns by topic and hotel. Homes & Villas by Marriott Bonvoy rentals are handled by the property management company named on the confirmation, under separate terms.","channels":[{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"bonvoy-phone","type":"phone","label":"Marriott Bonvoy loyalty customer service (US and Canada)","value":"+1-800-627-7468","purposes":["account_access"],"source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Marriott hotel reservations (US and Canada)","value":"+1-888-236-2427","purposes":["reservation_problem"],"notes":"Brand-specific reservation lines (Ritz-Carlton, St. Regis, W, JW Marriott and others) are on the same page.","source":"https://www.marriott.com/help/global-phone-reservation-numbers.mi","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"guest-services-mail","type":"mail","label":"Marriott International guest services mailing address (US and Canada)","value":"Marriott International, 1818 N. 90th St., Omaha, NE 68114, USA","purposes":["poor_service","billing_error","refund_request"],"notes":"Listed under \"Write or Fax Us\" for the United States and Canada.","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"},{"id":"bonvoy-program-email","type":"email","label":"Marriott Bonvoy program feedback (associates not located at a hotel)","value":"Bonvoy.Program@marriott.com","purposes":["poor_service"],"notes":"Marriott says this address is for feedback about Marriott associates who are not located within a hotel property. Use the Contact Us form for hotel stays.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Marriott help center","value":"https://support.marriott.com/s/","access":"open","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone","note":"Front desk first while you are at the hotel; Marriott recommends this for the fastest help."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Marriott.com Terms of Use require individual AAA arbitration in Bethesda, Maryland, for disputes about the sites."}],"playbooks":[{"issue":"refund_request","summary":"Check the rate's cancellation deadline, cancel before it, then ask Customer Care in writing for any charge you think is wrong.","evidence":["confirmation number","Rate Details showing the cancellation deadline","cancellation confirmation","card statement"],"steps":[{"do":"Open the reservation (My Trips, or Look Up Reservation with confirmation number, last name and check-in date) and read the deadline in Rate Details. The deadline is in the hotel's local time."},{"do":"If you booked through a third-party site, cancel and ask for the refund through that site."},{"do":"If you were charged after cancelling on time, or a waiver was promised, call Customer Care and get a case reference.","channel":"customer-care-phone"},{"do":"Put the request in writing through the Contact Us form and attach the cancellation confirmation.","channel":"contact-form"},{"do":"If Marriott does not refund money it owes, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Marriott says you must cancel before the deadline in your Rate Details, which is based on the hotel's local time, to avoid penalties.","issues":["refund_request"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"For rates that need a deposit or prepayment, Marriott charges it to the card given at booking; for rates that allow cancellation, you may be charged if you do not cancel in time.","issues":["refund_request"],"source":"https://www.marriott.com/reservation/creditCardInfoText.mi","last_verified":"2026-10-12"},{"kind":"policy","claim":"Changing dates or room type after booking can give the reservation a new cancellation policy or a different room rate.","issues":["refund_request","reservation_problem"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Get a copy of the folio, then dispute the wrong charge with the hotel and Marriott Customer Care.","evidence":["hotel folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"Download the folio from My Trips, or ask for a copy of the hotel bill through the Contact Us form (topic \"Copy of A Hotel Bill\").","channel":"contact-form"},{"do":"Ask the hotel to correct the charge. If it does not, call Customer Care with the folio and the correct amount.","channel":"customer-care-phone"},{"do":"Send the dispute in writing through the Contact Us form and keep the reference.","channel":"contact-form"},{"do":"If the charge is on a Marriott Bonvoy co-branded credit card, the card issuer handles account billing; dispute it with the issuer."}]},{"issue":"deposit_refund","summary":"The hotel releases the incidental hold at checkout; the bank controls when the money shows again.","evidence":["final folio showing no incidental charges","checkout date","card statement showing the hold"],"steps":[{"do":"Check the final folio for posted incidental charges."},{"do":"Wait the bank's release time. If the hold is still there after that, ask the front desk to confirm it released the authorization, then contact your card issuer."},{"do":"If the hotel turned the hold into a charge you dispute, use the billing_error steps.","channel":"customer-care-phone"}],"facts":[{"kind":"deadline","claim":"Marriott says the hotel releases the incidental hold at checkout; most banks release holds within 3 to 7 business days, and holds on cards from international banks can take up to 30 days.","issues":["deposit_refund"],"source":"https://support.marriott.com/s/article/what-is-incidental-hold","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Reservations made through a third-party site may need to be cancelled through that site.","issues":["refund_request"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Marriott.com Terms of Use send disputes about the sites to binding individual arbitration before the American Arbitration Association in Bethesda, Maryland, with a class action waiver, and require claims to be started within one (1) year.","source":"https://www.marriott.com/about/terms-of-use-modal.mi","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"If you are still at the hotel, speak to the Front Desk first; Marriott says this gives the most immediate assistance.","issues":["poor_service","reservation_problem"],"source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}],"known_blockers":["Account-related Contact Us topics appear only after sign-in to Marriott Bonvoy.","support.marriott.com articles load with JavaScript and may not render for automated fetches.","Homes & Villas by Marriott Bonvoy stays are serviced by the property management company on the confirmation, not by hotel customer care."],"official_domains":["marriott.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC published a robocall recording that claims to be \"an exclusive announcement from Marriott Hotels\" and says your number was preselected for a complimentary stay in a five-star hotel.","source":"https://www.ftc.gov/media/85095","last_verified":"2026-10-12"}]}},{"id":"vrbo","name":"Vrbo","aliases":["vrbo.com","vrbocare","homeaway"],"sector":"lodging","parent":"Expedia Group","website":"https://www.vrbo.com","account_url":"https://www.vrbo.com/lp/b/getintouch","regulators":["ftc"],"notes":"Vrbo is Expedia Group's vacation rental platform; each stay is with an independent host. The Book with Confidence Guarantee is now called VrboCare in Vrbo's terms. Vrbo warns that fake Vrbo phone numbers circulate in search ads. Values come from vrbo.com pages as shown in official-domain search results; vrbo.com returned HTTP 429 to direct fetches.","channels":[{"id":"customer-support-phone","type":"phone","label":"Vrbo traveler customer support (US, English and Spanish)","value":"+1-877-202-4291","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"notes":"From outside the US the help center lists +1-512-782-0805.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"contact-page","type":"portal","label":"Vrbo customer service (chat; routes you to the right agent and number)","value":"https://www.vrbo.com/lp/b/getintouch","hours":"24/7","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"customer-support-mail","type":"mail","label":"Vrbo Customer Support mailing address (guest Terms of Service)","value":"Vrbo Customer Support, 11920 Alterra Pkwy, Austin, TX 78758","purposes":["refund_request","damage_claim","deposit_refund"],"source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (certified mail, before arbitration)","value":"Legal Department/Dispute Resolution Provision, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA, 98119","notes":"Shown in a version of the guest Terms of Service and in the host terms; check the current terms before sending.","source":"https://www.vrbo.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-support-phone","note":"Message the host first; Vrbo expects you to ask the host for a refund before asking Vrbo."},{"rung":"written_complaint","channel":"contact-page"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-mail","note":"Notice of Dispute, 60 days, then individual AAA arbitration."}],"playbooks":[{"issue":"reservation_problem","summary":"Ask the host, then Vrbo support; notify Vrbo within 30 business days for a VrboCare reimbursement.","evidence":["reservation ID","photos","messages with the host","receipts for replacement lodging"],"steps":[{"do":"Contact the host by phone and Vrbo messaging. If the host does not answer within 48 hours, or check-in is less than 24 hours away, contact Vrbo support.","channel":"customer-support-phone"},{"do":"Ask the host for a refund first, in writing through Vrbo messaging."},{"do":"Notify Vrbo of the problem by chat, phone, email or mail within thirty (30) business days and ask for VrboCare reimbursement. Keep all documents.","channel":"contact-page"},{"do":"If Vrbo asks for the reimbursement form, submit it with documents within the deadline it gives."}],"facts":[{"kind":"deadline","claim":"VrboCare terms say the traveler must notify Vrbo within thirty (30) business days of the first event giving rise to a request for reimbursement, by email or chat to customer support, by mail, or by phone.","issues":["reservation_problem","refund_request"],"source":"https://www.vrbo.com/lp/b/bwc-guarantee","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the owner unexpectedly cancels within 30 days of the stay, Vrbo says it will help you find a comparable property.","issues":["reservation_problem"],"source":"https://help.vrbo.com/articles/what-is-the-book-with-confidence-guarantee","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Each listing has a cancellation policy; cancel before 11:59 p.m. property time on the last day of the refund window.","evidence":["reservation ID","the listing's cancellation policy","cancellation confirmation"],"steps":[{"do":"Check the listing's cancellation policy on the property page or the reservation."},{"do":"Cancel before 11:59 p.m. in the property's time zone on the last day of the window."},{"do":"If the refund owed is not paid, contact Vrbo support, then dispute the charge with your card issuer.","channel":"customer-support-phone"}],"facts":[{"kind":"policy","claim":"Vrbo cancellation policies: Relaxed - 100% refund 14 days before check-in, 50% at 7-14 days; Moderate - 100% at 30 days, 50% at 14-30 days; Firm - 100% at 60 days, 50% at 30-60 days; Strict - 100% at 60 days, no refund after; or No refund.","issues":["refund_request"],"source":"https://help.vrbo.com/articles/what-are-the-cancellation-policy-options","last_verified":"2026-10-12"},{"kind":"policy","claim":"Vrbo's Extenuating Circumstances Policy can let guests cancel and get a refund regardless of the listing's policy when a qualifying large-scale disruption applies.","issues":["refund_request"],"source":"https://www.vrbo.com/tlp/trust-and-safety/extenuating-circumstances-policy","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"A refundable damage deposit returns automatically within 7 or 14 days of checkout unless the host files a claim; contact support after 14 days.","evidence":["reservation ID","deposit amount","checkout photos","host messages"],"steps":[{"do":"Wait the release window plus bank processing time (five to seven working days)."},{"do":"If 14 days have passed and the host has not filed a claim, contact Vrbo support.","channel":"customer-support-phone"},{"do":"If the host claims damage, ask for the itemized amount and photos in writing through Vrbo messaging."}],"facts":[{"kind":"deadline","claim":"Depending on the host's account settings, it can take up to 14 days after checkout for the refundable damage deposit to be released to the original form of payment; the bank may take another five to seven working days.","issues":["deposit_refund"],"source":"https://help.vrbo.com/articles/When-will-I-receive-back-my-refundable-damage-deposit","last_verified":"2026-10-12"}]},{"issue":"damage_claim","summary":"Hosts have 14 days after checkout to file a damage deposit claim, limited to the deposit amount and one claim.","evidence":["checkout photos or video","host's claim and photos","messages"],"steps":[{"do":"Ask the host for the itemized claim and photos in writing."},{"do":"If the host keeps the deposit with no damage claim, contact Vrbo support and cite VrboCare. A disagreement about the extent and cost of damage is not covered as a wrongful refusal.","channel":"contact-page"},{"do":"If unresolved, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"After checkout the host has 14 days to file a damage deposit claim; the claim cannot exceed the deposit, and the host cannot withhold more money after the first claim.","issues":["damage_claim","deposit_refund"],"source":"https://help.vrbo.com/articles/How-do-I-file-a-damage-deposit-claim","last_verified":"2026-10-12"}]}],"tips":[{"kind":"official","text":"Vrbo warns of fake Vrbo phone numbers in search ads; confirm the number on vrbo.com's Contact Us page or in your account before sharing booking or payment details.","source":"https://www.vrbo.com/lp/b/getintouch","last_verified":"2026-10-12"}],"known_blockers":["vrbo.com returns HTTP 429 to automated fetches.","Vrbo expects guests to ask the host for a refund before asking Vrbo."],"official_domains":["vrbo.com"],"security":{"never_asks":[{"kind":"policy","claim":"Vrbo says it will never ask you to make a payment outside of its secure system.","source":"https://help.vrbo.com/articles/What-Smishing-and-Vishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Vrbo says some scammers send fake emails that imitate its platform brands to get travelers to pay for a rental outside the secure payment system.","source":"https://help.vrbo.com/articles/What-Smishing-and-Vishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Vrbo and Airbnb who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}]}},{"id":"wyndham","name":"Wyndham Hotels & Resorts","aliases":["wyndham hotels","wyndham rewards","wyndham hotel group","days inn","super 8","la quinta","ramada","microtel","howard johnson"],"sector":"lodging","website":"https://www.wyndhamhotels.com","account_url":"https://www.wyndhamhotels.com/contact-us","regulators":["ftc"],"notes":"Brands listed on wyndhamhotels.com include La Quinta, Days Inn, Super 8, Ramada, Baymont, Howard Johnson, Travelodge, Microtel, Wingate and AmericInn, all \"by Wyndham\". The same site also lists vacation club brands (Club Wyndham, WorldMark) and Caesars Rewards properties; those are not covered by this entry. Website Terms of Use (Wyndham Hotel Group, LLC) last updated March 12, 2026.","channels":[{"id":"customer-care-phone","type":"phone","label":"Wyndham Customer Care/Help","value":"+1-800-466-1589","purposes":["billing_error","refund_request","reservation_problem","poor_service"],"source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Wyndham reservations (US and Canada)","value":"+1-800-407-9832","purposes":["reservation_problem","refund_request"],"source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"id":"rewards-phone","type":"phone","label":"Wyndham Rewards Member Services","value":"+1-844-405-4141","purposes":["account_access"],"source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"id":"about-my-stay-form","type":"web_form","label":"About My Stay (guest feedback and complaints about a hotel stay)","value":"https://www.wyndhamhotels.com/contact-us/about-my-stay","purposes":["poor_service","billing_error","refund_request","reservation_problem","deposit_refund"],"source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"id":"accessibility-email","type":"email","label":"Wyndham accessibility","value":"accessibility@wyndham.com","purposes":["accessibility"],"source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"id":"rewards-help-center","type":"portal","label":"Wyndham Rewards help center","value":"https://help.wyndhamrewards.com/s/?language=en_US","purposes":["account_access"],"source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Arbitration demand / legal notice address (Terms of Use, Section 12)","value":"Wyndham Hotel Group, LLC., Attn Legal Department, 22 Sylvan Way, Parsippany, New Jersey, 07054","purposes":["billing_error","refund_request"],"source":"https://www.wyndhamhotels.com/content/whg-ecomm-responsive/en-us/whg/about-us/terms-of-use-more-info.display.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone","note":"Front desk first while you are at the hotel."},{"rung":"written_complaint","channel":"about-my-stay-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Terms of Use require individual JAMS arbitration (NAM for mass filings)."}],"playbooks":[{"issue":"billing_error","summary":"Ask the hotel, then Customer Care, then put it in writing on the About My Stay form.","evidence":["folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"Ask the hotel to correct the folio."},{"do":"If it does not, call Wyndham Customer Care with the folio and the correct amount.","channel":"customer-care-phone"},{"do":"Send the dispute in writing through the About My Stay form and keep the confirmation.","channel":"about-my-stay-form"},{"do":"If not corrected, dispute the charge with your card issuer."}]},{"issue":"reservation_problem","summary":"Ask the hotel for an equal room; afterwards complain in writing to Wyndham.","evidence":["confirmation number","photos","receipts for a replacement stay"],"steps":[{"do":"Ask the front desk for an equal alternative at the hotel's cost."},{"do":"Call Customer Care while you are still there if the hotel refuses.","channel":"customer-care-phone"},{"do":"Afterwards, ask for a refund and your extra costs through the About My Stay form.","channel":"about-my-stay-form"}]}],"facts":[{"kind":"deadline","claim":"Wyndham Best Rate claims must be filed within 24 hours of booking the reservation.","source":"https://www.wyndhamhotels.com/contact-us","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wyndham's Terms of Use require claims to be brought individually and filed with JAMS (NAM administers mass filings); for relief of $10,000 or less either party may elect arbitration by telephone, video or written submissions.","source":"https://www.wyndhamhotels.com/content/whg-ecomm-responsive/en-us/whg/about-us/terms-of-use-more-info.display.html","last_verified":"2026-10-12"}],"known_blockers":["Wyndham's cancellation, deposit-hold and resort-fee policies are set per hotel and were not found on a corporate page."],"official_domains":["wyndhamhotels.com","wyndham.com","wyndhamrewards.com"],"security":{"never_asks":[{"kind":"policy","claim":"Wyndham says it does not request money or charge fees in its job application process and will never require applicants to download an app. It does not contact job applicants through personal web-based email services or messaging apps.","source":"https://careers.wyndhamhotels.com/content/Recruitment-Fraud-Information/?locale=en_US","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Wyndham warns of recruitment scams in which people posing as Wyndham recruiters or employers offer interviews or jobs to get personal or financial information, such as a Social Security number, bank details or passport number, for identity theft.","source":"https://careers.wyndhamhotels.com/content/Recruitment-Fraud-Information/?locale=en_US","last_verified":"2026-10-12"}],"report_phishing":[{"id":"recruitment-fraud-email","type":"email","label":"Report suspicious recruiting activity (fake Wyndham job offers)","value":"mycareer@wyndham.com","source":"https://careers.wyndhamhotels.com/content/Recruitment-Fraud-Information/?locale=en_US","last_verified":"2026-10-12"}]}},{"id":"affirm","name":"Affirm","aliases":["affirm inc","affirm holdings","affirm pay in 4","affirm loan","affirm card","affirm buy now pay later"],"sector":"payments","parent":"Affirm Holdings, Inc.","website":"https://www.affirm.com","official_domains":["affirm.com"],"security":{"never_asks":[{"kind":"policy","claim":"Affirm says it will never ask for your password, PIN or a one-time code, and that if someone calls claiming to be Affirm you should hang up and contact Affirm using the phone number on its website. (Seen in a search snippet of affirm.com/security; the page renders with JavaScript.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scam callers impersonate Affirm and ask for one-time codes or sign-in details. Affirm says not to click links or attachments in suspicious emails or texts and to check your account in the Affirm app instead. (Seen in a search snippet of affirm.com/security.)","source":"https://www.affirm.com/security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Affirm is not a bank. Its Terms of Service (last updated July 28, 2026) name its bank partners Celtic Bank, Cross River Bank, Evolve Bank & Trust, Lead Bank and Stride Bank, N.A.; the Affirm Money account is held with Cross River Bank and the Affirm Card debit card is issued by Evolve Bank & Trust or Stride Bank, N.A. In California, Affirm Loan Services, LLC is licensed by the Department of Financial Protection and Innovation (California Financing Law license 60DBO-111681). Affirm's U.S. help center renders with JavaScript and could not be read directly.","channels":[{"id":"customer-care-phone","type":"phone","label":"Affirm Customer Care","value":"+1-855-423-3729","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"help-center","type":"web_form","label":"Affirm Help Center contact page (disputes, account closure)","value":"https://helpcenter.affirm.com/s/contact-us","purposes":["transaction_dispute","refund_request","billing_error","cancel_service","poor_service"],"access":"login","notes":"The Terms of Service point to the Help Center for disputes and account closure. The page renders with JavaScript.","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"id":"unauthorized-activity-form","type":"web_form","label":"Report unusual or unauthorized activity on an Affirm or Affirm Card account","value":"https://helpcenter.affirm.com/s/contact-us?webform=Unauthorized%20Activity","purposes":["fraud","unauthorized_charge","identity_theft"],"access":"open","source":"https://trust.affirm.com/","last_verified":"2026-10-13"},{"id":"billing-error-mail","type":"mail","label":"Billing error disputes (mark the letter \"Attn - Billing Error Dispute\")","value":"Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135","purposes":["billing_error","transaction_dispute","refund_request"],"notes":"The same address takes the arbitration opt-out, marked Attn. \"Terms of Service Section 5 Opt Out\".","source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"billing-error-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Terms of Service require individual arbitration with a class action waiver. Opt out by mailed, signed notice within 30 calendar days after agreeing to the Terms; Military Lending Act covered borrowers are excluded."}],"playbooks":[{"issue":"transaction_dispute","summary":"Try the merchant first, then dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days after it first appeared on your statement.","evidence":["order confirmation","loan ID","proof of return or non-delivery","messages with the merchant"],"steps":[{"do":"Contact the merchant first and keep proof of the return, cancellation or non-delivery."},{"do":"Open a dispute through the Affirm Help Center.","channel":"help-center"},{"do":"For a billing error, send a written notice with your name, phone number, the amount, the loan ID and the problem.","channel":"billing-error-mail"},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"To dispute a billing error, notify Affirm in writing within 60 days after the error first appeared on your statement; phone calls alone do not start the investigation. Affirm must acknowledge the letter within 30 days and correct the error or explain why the bill is correct within 90 days.","issues":["transaction_dispute","billing_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"While a billing error is investigated, Affirm cannot try to collect the amount in question or report you as delinquent on that amount.","issues":["transaction_dispute","billing_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For a purchase you are dissatisfied with, write to Affirm within 120 days of the purchase confirmation date after a good-faith attempt to fix it with the merchant; the purchase must cost more than $50, be financed with an Affirm loan not yet fully paid, and (with some exceptions) be made in your home state or within 100 miles of your mailing address.","issues":["transaction_dispute","refund_request"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and are not responsible for payments on the disputed amount while it is open. (Merchant-facing page, seen in a search snippet; it returns HTTP 403 to automated fetches.)","issues":["transaction_dispute","refund_request"],"source":"https://businesshub.affirm.com/hc/en-us/articles/23501902626452-Dispute-Resolution-Policy","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"The merchant processes the return; if the refund does not reach your Affirm loan, open a dispute through the Help Center.","evidence":["return receipt or tracking","merchant refund confirmation","loan ID"],"steps":[{"do":"Ask the merchant to process the return or refund and get written confirmation."},{"do":"Keep making scheduled payments until the refund posts, then check the loan balance."},{"do":"If the refund was not processed, open a dispute through the Affirm Help Center.","channel":"help-center"},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Report the unauthorized loan or purchase through Affirm's unauthorized activity form or Customer Care.","evidence":["loan ID","date you noticed it","credit report entry if any"],"steps":[{"do":"Report it with the unauthorized activity form.","channel":"unauthorized-activity-form"},{"do":"Or call Customer Care.","channel":"customer-care-phone"},{"do":"Check your Experian and TransUnion reports and dispute any loan you did not take out."},{"do":"If Affirm does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Affirm's Trust Center says that if fraud occurs on your account you are protected and you are not responsible for any unauthorized purchases.","issues":["unauthorized_charge","fraud"],"source":"https://trust.affirm.com/","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Never give a caller your one-time code; report through Affirm's form or the number on affirm.com.","evidence":["messages from the scammer","loan IDs","FTC report number"],"steps":[{"do":"Hang up and contact Affirm using the number on its website.","channel":"customer-care-phone"},{"do":"Report unusual activity with the unauthorized activity form.","channel":"unauthorized-activity-form"},{"do":"Report the scam to the FTC, then complain to the CFPB if Affirm does not act.","regulator":"cfpb"}]},{"issue":"payment_assistance","summary":"Affirm charges no late fees, but missed payments are reported to the credit bureaus and can go to collections.","steps":[{"do":"Contact Affirm through the Help Center or Customer Care before a payment is missed.","channel":"customer-care-phone"}],"facts":[{"kind":"fee","claim":"Affirm's Terms of Service say you will never be charged any late fees when you buy with Affirm.","issues":["payment_assistance"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm and its bank partners may report information about your loan to consumer reporting agencies, and Affirm may use collection efforts if you fail to pay.","issues":["payment_assistance","credit_report_error"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"},{"kind":"policy","claim":"Affirm's help center says that since April 1, 2025 all payment activity, including on-time, late and missed payments, is reported to Experian, and plans starting on or after May 1, 2025 are also reported to TransUnion. (Seen in a search snippet; the help center renders with JavaScript.)","issues":["payment_assistance","credit_report_error"],"source":"https://helpcenter.affirm.com/s/article/understanding-your-credit","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Affirm says your rate will be 0-36% APR based on credit and an eligibility check, and that its Pay in 4 option is 0% APR.","source":"https://www.affirm.com/how-it-works","last_verified":"2026-10-13"},{"kind":"policy","claim":"Your Affirm account cannot be closed until at least 30 days after your final loan payment, and only when loans are paid off and there is no active Savings or Card account.","issues":["cancel_service"],"source":"https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos","last_verified":"2026-10-13"}],"known_blockers":["Affirm's U.S. help center renders with JavaScript and needs a sign-in for most requests.","Customer Care verifies the account holder."]},{"id":"afterpay","name":"Afterpay","aliases":["afterpay us","afterpay pay in 4","afterpay pay monthly","afterpay us services"],"sector":"payments","parent":"Block, Inc.","website":"https://www.afterpay.com/en-US","official_domains":["afterpay.com"],"security":{"report_phishing":[{"id":"phishing-email","type":"email","label":"Report a suspected phishing email to the Afterpay security team (attach the email as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"notes":"The address is shown in protected form on the page and was decoded from it.","source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Afterpay is owned by Block, Inc. (which also runs Cash App). Pay in 4 loans are made by Afterpay US Services, LLC (NMLS ID 1870854; California Finance Lenders Law license 60DBO-99995). Loans with a finance fee are underwritten and issued by First Electronic Bank, a Utah state-chartered bank (FDIC BankFind cert 35533). The installment agreement checked was last updated September 2026; the Terms of Service, February 2026. Afterpay's U.S. security page lists no scam warnings or never-ask statement.","channels":[{"id":"customer-service-phone","type":"phone","label":"Afterpay Customer Service","value":"+1-833-844-8095","hours":"Daily 8 AM-9:30 PM ET","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance","account_access","poor_service"],"access":"human_only","source":"https://www.afterpay.com/en-US/help/35682295057305-Billing-Error","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Chat with Afterpay in the mobile app (24/7)","value":"Afterpay mobile app > Start a chat","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","payment_assistance"],"access":"login","source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Afterpay contact form (Get in Touch)","value":"https://www.afterpay.com/en-US/submit-form","purposes":["unauthorized_charge","fraud","poor_service"],"source":"https://www.afterpay.com/en-US/help/900003088646-I-think-my-account-has-been-hacked","last_verified":"2026-10-13"},{"id":"app-dispute","type":"app","label":"Raise a dispute on an order (for example Goods not received)","value":"Afterpay app or website > select the order > raise a dispute","purposes":["transaction_dispute","refund_request","billing_error"],"access":"login","notes":"One dispute per order, within 120 days of the purchase date. Contact the retailer first.","source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Written notices and disputes (installment agreement notice address)","value":"Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal","purposes":["billing_error","transaction_dispute","poor_service"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report a suspected phishing email (attach it as an .eml file)","value":"reportphishing@afterpay.com","purposes":["fraud"],"source":"https://www.afterpay.com/en-US/help/4416420907929-I-think-I-have-been-sent-a-phishing-email-what-do-I-do","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"legal-notice-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the retailer and wait up to 7 calendar days, then raise one dispute per order in the app within 120 days of purchase; keep paying while it is reviewed.","evidence":["order confirmation","messages with the retailer","tracking or delivery record"],"steps":[{"do":"Contact the retailer first, ask for tracking, and allow up to 7 calendar days for a reply."},{"do":"Raise a dispute on the order in the app or on the website.","channel":"app-dispute"},{"do":"Keep making scheduled payments while the dispute is reviewed, so you are not charged late fees."},{"do":"If Afterpay does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"You have 120 days from the purchase date to open a dispute, and you can raise only one dispute per order.","issues":["transaction_dispute"],"source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"},{"kind":"process","claim":"Scheduled payments may continue while a dispute is under review, and reviews typically take 10-14 business days.","issues":["transaction_dispute"],"source":"https://www.afterpay.com/en-US/help/5212463164569-I-haven-t-received-my-goods-How-do-I-raise-a-dispute","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Contact the merchant first, then raise a dispute in the app within 120 days; Afterpay cannot collect the disputed amount or report it delinquent while it investigates.","evidence":["date and amount of the charge","why it is wrong","receipts or messages"],"steps":[{"do":"If the error involves an order, contact the merchant first."},{"do":"Raise a dispute in the app, giving the amount, date and why you think it is an error.","channel":"app-dispute"},{"do":"Or contact Afterpay by chat or phone.","channel":"customer-service-phone"},{"do":"If Afterpay does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The installment agreement says you must contact Afterpay within 120 days after the error appeared on your statement.","issues":["billing_error","transaction_dispute"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"While Afterpay investigates a billing error, it cannot try to collect the disputed amount or report you as delinquent on it.","issues":["billing_error","transaction_dispute"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"The retailer decides returns; refunds reduce your balance (partial refunds come off the last payment first), and you must keep paying what is still due.","evidence":["return receipt or tracking","retailer refund confirmation","order number"],"steps":[{"do":"Return the item under the retailer's policy and get confirmation of the refund."},{"do":"Keep paying any installments still due until the refund posts."},{"do":"If the refund does not arrive, raise a dispute in the app.","channel":"app-dispute"}],"facts":[{"kind":"policy","claim":"Return and refund decisions are at the merchant's discretion and you stay obligated to make payments when due; refunds Afterpay receives reduce your balance, and partial refunds are applied against your last payment first.","issues":["refund_request"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Change your password at once (it signs out all devices), then contact Afterpay straight away about orders you do not recognize.","evidence":["order details","delivery address","date you noticed it"],"steps":[{"do":"Update your Afterpay password immediately."},{"do":"Check whether the items went to your address or were bought by family."},{"do":"Contact Afterpay straight away by chat, phone or the contact form.","channel":"customer-service-phone"},{"do":"If Afterpay does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Report phishing emails to reportphishing@afterpay.com and contact Afterpay if you entered your details on a fake site.","evidence":["the suspicious email as an .eml file","screenshots","FTC report number"],"steps":[{"do":"Forward the suspicious email as an attachment.","channel":"phishing-email"},{"do":"If you entered details or see orders you do not recognize, change your password and contact Afterpay.","channel":"in-app-chat"},{"do":"Report the scam to the FTC.","regulator":"ftc"}]},{"issue":"payment_assistance","summary":"A missed payment pauses the account and can bring a late fee of up to $8 after 10 days; reschedule the second or third payment in the app, or call about the first or last.","steps":[{"do":"To move the second or third payment, change its due date in the app."},{"do":"For the first or last payment, contact Customer Service to discuss options.","channel":"customer-service-phone"}],"facts":[{"kind":"fee","claim":"If an installment stays unpaid for ten days after the due date, a late fee of up to $8.00 applies (not more than state law allows); total late fees on an order will not exceed 25% of the order value at purchase. No late fees apply to Rhode Island residents.","issues":["payment_assistance","fee_reversal"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"},{"kind":"policy","claim":"Afterpay suspends the account until all late payments are paid, and late payments, even during the grace period, can lower future spending limits.","issues":["payment_assistance"],"source":"https://www.afterpay.com/en-US/help/900001507483-What-happens-if-I-can-t-make-a-payment-on-time","last_verified":"2026-10-13"},{"kind":"policy","claim":"The installment agreement's California notice says a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you miss payments.","issues":["payment_assistance","credit_report_error"],"source":"https://www.afterpay.com/en-US/installment-agreement","last_verified":"2026-10-13"}]}],"known_blockers":["Disputes and chat need the account holder's Afterpay sign-in.","Afterpay's U.S. help center at help.afterpay.com blocks automated access; the same articles load under afterpay.com/en-US/help."]},{"id":"apple-cash","name":"Apple Cash","aliases":["apple pay cash","apple cash card"],"sector":"payments","parent":"Apple Inc. (Apple Cash services provided by Green Dot Bank, Member FDIC)","website":"https://www.apple.com/apple-cash/","official_domains":["apple.com","greendot.com"],"security":{"never_asks":[{"kind":"policy","claim":"Apple will not ask you to pay it through Apple Cash.","source":"https://support.apple.com/en-us/102461","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple will never ask for your Apple Account password, verification codes, device passcode, recovery key or any other account security details.","source":"https://support.apple.com/en-us/102461","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple will never ask you to log in to any website, to tap Accept in the two-factor authentication dialog, or to give or enter your password, device passcode or two-factor authentication code on any website.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple will never ask you to turn off a security feature on your device or account, such as two-factor authentication or Stolen Device Protection.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as Apple Support or other tech support, say there is a problem with your iPhone or other device, and ask you to install screen-sharing software or to send an Apple Cash payment to test the device. Apple says not to make this payment.","source":"https://support.apple.com/en-us/102461","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pose as employees of banks, other companies or government agencies such as the IRS and demand an immediate Apple Cash payment, sometimes with threats of law enforcement action. Apple says businesses and government agencies won't request payment through Apple Cash.","source":"https://support.apple.com/en-us/102461","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer to write you a check and ask for an Apple Cash payment in return. The check can bounce, and you may not get your money back.","source":"https://support.apple.com/en-us/102461","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers call from spoofed numbers that look like Apple's, say that someone broke into your iPhone or iCloud account or made unauthorized Apple Pay charges, and then ask for account information or security codes, often through a fake Apple sign-in page.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"notes":"For a suspicious text message that claims to be from Apple, take a screenshot of it and email the screenshot to this address.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"facetime-fraud-email","type":"email","label":"Report a suspicious FaceTime call or FaceTime link (email a screenshot)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"notes":"Apple gives the example of a FaceTime call from what looks like a bank or financial institution. Send a screenshot of the call information, or of the link with the phone number or email address that sent it.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Apple Cash accounts are held at Green Dot Bank, which handles Apple Cash customer service, error resolution and disputes under the Apple Cash Terms and Conditions. Apple Card is a separate product (see chase for the issuer transition) and is not covered here.","channels":[{"id":"apple-cash-specialist-phone","type":"phone","label":"Apple Cash Specialist at Green Dot Bank","value":"+1-877-233-8552","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Apple Cash Terms list the same number for reporting errors and unauthorized transactions.","source":"https://www.apple.com/apple-cash/","last_verified":"2026-10-12"},{"id":"wallet-app-support","type":"app","label":"Call Apple Cash support from the Wallet app","value":"Wallet app > Apple Cash card > More > Card Details > phone icon","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"login","source":"https://www.apple.com/apple-cash/","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Written notice of errors or unauthorized transactions (disputes)","value":"Apple Cash Customer Service, P.O. Box 9, West Chester, OH 45071","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Apple Cash general customer service by mail","value":"Apple Cash Customer Service, P.O. Box 1070, West Chester, OH 45071","source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"id":"apple-phone","type":"phone","label":"Apple (1-800-MY-APPLE)","value":"+1-800-692-7753","access":"human_only","notes":"General Apple support; Apple Cash account questions go to the Green Dot Bank line.","source":"https://www.apple.com/apple-cash/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"apple-cash-specialist-phone"},{"rung":"written_complaint","channel":"disputes-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"fdic","note":"Green Dot Bank is FDIC-insured; the Terms list the FDIC consumer line."},{"rung":"arbitration","note":"The Terms require arbitration; opt-out by signed letter within 30 days."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call Green Dot Bank's Apple Cash line at once, then put the error in writing; the deadline is 60 days.","evidence":["transaction date and amount","Apple Cash transaction history","proof you did not make it"],"steps":[{"do":"Call the Apple Cash Specialist at Green Dot Bank, or call from the Wallet app (Apple Cash card > More > Card Details > phone icon).","channel":"apple-cash-specialist-phone"},{"do":"Send a written notice of the error to Apple Cash Customer Service and keep a copy.","channel":"disputes-mail"},{"do":"If a debit or prepaid card funded the transfer, also contact that card's issuer."},{"do":"If Green Dot Bank does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"You can report an error until 60 days after the earlier of the date you electronically access your Apple Cash balance information or the date of the first written transaction history showing the error.","issues":["unauthorized_charge","billing_error"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If you report within two business days, you can lose no more than $50 when someone used your registered Apple Cash Balance without permission; otherwise you could lose as much as $500.","issues":["unauthorized_charge"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"kind":"process","claim":"Green Dot Bank determines whether an error occurred within 10 business days, may take up to 45 days with a provisional credit within 10 business days, and up to 90 days for new accounts or point-of-sale transactions.","issues":["unauthorized_charge","billing_error"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Apple Cash P2P transfers are non-refundable; report a scam to Green Dot Bank and the FTC at once.","evidence":["transfer details","scammer's messages","FTC or police report number"],"steps":[{"do":"Call the Apple Cash Specialist line and report the transfer.","channel":"apple-cash-specialist-phone"},{"do":"Report the scam to the FTC at reportfraud.ftc.gov.","regulator":"ftc"},{"do":"If a debit or prepaid card funded the transfer, contact that card's issuer."}],"facts":[{"kind":"policy","claim":"Under the Apple Cash Terms, transactions in the Funds Transfer Service, including P2P Transfers, are non-refundable except as the Terms provide or law requires.","issues":["fraud","transaction_dispute"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"For loads and P2P transfers funded with a supported payment card, the Terms say payments you are induced to make by an imposter or other fraud are not \"unauthorized\".","issues":["fraud"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"To reject arbitration, mail a signed written notice with your full name and address, stating that you reject the arbitration provision, by U.S. Mail to Green Dot Bank, Attention: Arbitration Opt Out, P.O. Box 1070, West Chester, OH 45071, within 30 days of the later of creating the Apple Cash account or the date the bank sent notice of the provision.","source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration or small claims, the Terms require a written Notice of Claim to the bank's registered agent, Corporation Service Company, 251 Little Falls Drive, Wilmington, DE 19808, and 60 days of good-faith effort to resolve it.","source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Green Dot Bank may limit, suspend or terminate use of the Apple Cash services immediately and without prior notice for any reason.","issues":["frozen_funds"],"source":"https://applecash.greendot.com/termsconditions/","last_verified":"2026-10-12"}],"known_blockers":["Apple Cash support by phone needs the account holder; agents cannot act for the user.","The Wallet app route needs the user's iPhone with Apple Cash set up."]},{"id":"cash-app","name":"Cash App","aliases":["cashapp","square cash","cash app card","cash app pay"],"sector":"payments","parent":"Block, Inc.","website":"https://cash.app","official_domains":["cash.app","square.com","squareup.com","cash.me"],"security":{"never_asks":[{"kind":"policy","claim":"Cash App representatives will never ask for your password, PIN, full card number or sign-in code.","source":"https://cash.app/help/us/en-us/3128-contact-cash-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask for your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) to give you help. Cash App may ask you to verify your identity with your SSN or ITIN inside the app.","source":"https://cash.app/help/us/en-us/3127-keeping-your-cash-app-secure","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to send a payment or make a purchase. Cash App says there is never a valid reason to send money to an account that claims to be Cash App or Cash App Support.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to download a remote-access app (such as AnyDesk) or to complete a test transaction of any kind.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Cash flipping scams promise to multiply your money if you first send funds (sometimes called a clearance fee or account verification). The scammer keeps the money and sends nothing back.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer sends you a payment by accident and asks you to send the amount back. The scammer then disputes the original payment with their bank, so they are paid twice. Cash App says to refund the payment, not to send a new payment.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Cash App customer service on social media. Cash App says to trust only its official verified social media accounts.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media accounts run fake Cash App giveaways, and scammers offer rewards for a fake Cash App survey that requires you to buy products or services. Cash App says it never asks for money, login details or a PIN to enter a giveaway, and never requires payment or login credentials to take a survey.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-to-support","type":"web_form","label":"Report suspicious messages, calls or phone numbers that claim to be Cash App (contact Support)","value":"https://cash.app/help","purposes":["fraud"],"notes":"Cash App says to report these to Support through the app or at cash.app/help. Verified Cash App emails come only from @cash.app, @square.com or @squareup.com addresses.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Cash App is operated by Block, Inc. The Cash App Terms of Service were last updated September 11, 2026. Support is mainly in-app chat; Cash App says 1-800-969-1940 is the only phone number for Cash App support. Cash App help-center pages render with JavaScript and could not be read directly.","channels":[{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-report","type":"app","label":"Report a transaction in the activity feed","value":"Cash App > Activity > select the transaction > Report","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"The Terms say Cash App Card and P2P payments use the in-app dispute process; other products use in-app chat.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Cash App general mailing address","value":"Cash App, 1955 Broadway, Suite 600, Oakland, CA 94612","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"disputes-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Terms of Service include an arbitration agreement; mail-in opt-out within 30 days of creating the account."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Report it in the app or by phone at once, then confirm in writing within 10 business days if asked; errors are due within 60 days of the first statement.","evidence":["transaction date and amount","Cash App statement","proof you did not make the payment"],"steps":[{"do":"Report the transaction in the app (activity feed > transaction > Report) or through in-app chat.","channel":"in-app-report"},{"do":"If you cannot use the app, call Cash App Support. It is the only Cash App phone number; ignore other numbers found online.","channel":"support-phone"},{"do":"If Cash App asks, send the complaint in writing within 10 Business Days to the disputes address.","channel":"disputes-mail"},{"do":"If Cash App does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Report errors within 60 days after the date Cash App sent you the FIRST statement on which you believe the error occurred.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"process","claim":"If you report verbally, Cash App may ask you to submit the complaint in writing within 10 Business Days.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"process","claim":"Cash App decides within 10 Business Days, or may take up to 45 days (up to 90 days for new accounts and point-of-sale transactions), and tells you the result within three Business Days after the investigation ends.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"limit","claim":"If you report an unauthorized transaction within 2 Business Days, your loss is capped at $50; later reports can mean losses up to $500. Cash App Business Accounts may be liable for all unauthorized transactions.","issues":["unauthorized_charge"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Report the payment in the app at once and report the scam to the FTC; Cash App warns P2P scams may give no recourse.","evidence":["transaction details","scammer's $Cashtag and messages","FTC or police report number"],"steps":[{"do":"Report the payment and the scammer in the app, then contact Support through in-app chat.","channel":"in-app-report"},{"do":"Do not give anyone your sign-in code or PIN. Cash App says it will never ask for them."},{"do":"Report the scam to the FTC at reportfraud.ftc.gov.","regulator":"ftc"},{"do":"If Cash App treats an unauthorized transfer as a scam you authorized, send a written dispute and then complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"A payment instruction error, such as sending to the wrong recipient, is not considered an Unauthorized Transaction under the Cash App Terms.","issues":["fraud","unauthorized_charge"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Terms warn that scams involving P2P payments may result in the loss of your funds with no recourse.","issues":["fraud"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Ask Support in writing why the account is restricted and when funds will be released; escalate to the CFPB.","evidence":["restriction or closure notice","balance at the time","in-app chat transcripts"],"steps":[{"do":"Ask Support through in-app chat for the reason for the hold or restriction and the release date.","channel":"in-app-chat"},{"do":"Send the same request by mail so there is a written record.","channel":"general-mail"},{"do":"If the money is not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Cash App may hold your funds if there is an investigation at the time your account is closed, and reserves the right to hold funds at its discretion to protect the company.","issues":["frozen_funds"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"For remittance transfers, contact Cash App about an error within 180 days of the date the funds were disclosed as available to the recipient.","issues":["transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"To opt out of the arbitration agreement, mail a notice within thirty (30) days after you first create a Cash App account to Block, Inc., Attn: Arbitration Agreement, 1955 Broadway, Suite 600, Oakland, CA 94612. Mail is the only way to opt out.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"contact","claim":"For prepaid account complaints the Terms point to the CFPB at 1-855-411-2372 or cfpb.gov/complaint.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Cash App will never ask for your sign-in code or PIN. If someone claiming to be Cash App asks, do not respond and report them in the app.","issues":["fraud"],"source":"https://cash.app/security","last_verified":"2026-10-12"}],"known_blockers":["Chat, in-app reports and disputes need the account holder signed in to Cash App.","Cash App help-center pages need JavaScript; agents may not be able to read them."]},{"id":"google-pay","name":"Google Pay and Google Wallet","aliases":["gpay","google wallet","google payment corp","google pay balance"],"sector":"payments","parent":"Google LLC (Google Payment Corp. is a subsidiary of Google LLC)","website":"https://pay.google.com","account_url":"https://wallet.google.com","official_domains":["google.com"],"security":{"never_asks":[{"kind":"policy","claim":"Google never asks you to send personal info such as passwords, credit card numbers or tax info through an email, text message or phone call. If a message says Google must verify your info, go directly to payments.google.com.","source":"https://support.google.com/wallet/answer/7643925?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"Google won't ask you to download an app to receive support or solve a problem.","source":"https://support.google.com/wallet/answer/7643925?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"Google won't ask you for any information until you have signed in to your Google Account. Real messages from Google may ask you to click a link to verify your email address.","source":"https://support.google.com/googlepay/answer/6285511?hl=en","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers use online forums such as Craigslist to take Google Pay payments for goods (such as phones, shoes and concert tickets) or services. Google recommends paying a seller you don't know in person, and only after you receive the item or service.","source":"https://support.google.com/googlepay/answer/6285511?hl=en","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-google-email","type":"web_form","label":"Report a suspicious email that claims to be from Google","value":"https://support.google.com/mail/contact/abuse","purposes":["fraud"],"notes":"Google Pay's fraud and phishing page links to this form. Google says that if it cannot verify your Google Pay information, a real email may come from googlepay-noreply@google.com and ask you to sign in and send documents.","source":"https://support.google.com/googlepay/answer/6285511?hl=en","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Google Payment Corp. (GPC) provides the Google Pay Balance and Balance in Google Wallet services under the Google Payments Terms of Service (last modified July 22, 2026). Cards stored in Google Wallet stay with their issuing bank: Google cannot issue refunds for third-party merchants, so those disputes go to the merchant and then the card issuer. On June 22, 2026 the virtual Google Pay Balance Card was removed as a payment method; the Google Pay balance itself remains accessible at wallet.google.com.","channels":[{"id":"unauthorized-transaction-form","type":"web_form","label":"Google unauthorized transaction dispute form (charges from Google, descriptor GOOGLE*)","value":"https://pay.google.com/payments/u/0/unauthorizedtransactions","purposes":["unauthorized_charge"],"access":"login","notes":"Only for finalized charges; pending temporary holds cannot be disputed. Check status at https://pay.google.com/payments/u/0/unauthorizedtransactions?uts=status","source":"https://support.google.com/googlepay/answer/10002386?hl=en","last_verified":"2026-10-12"},{"id":"help-contact","type":"web_form","label":"Google Pay Help contact us","value":"https://support.google.com/googlepay/gethelp","purposes":["unauthorized_charge","frozen_funds","account_access"],"access":"login","notes":"Redirects to Google sign-in. Google Pay Help lists no general phone number or email.","source":"https://support.google.com/googlepay/answer/9039712?hl=en","last_verified":"2026-10-12"},{"id":"gpc-error-phone","type":"phone","label":"Google Payment Corp. customer service for Google Pay Balance and Balance in Google Wallet errors and complaints","value":"+1-888-986-7944","purposes":["unauthorized_charge","billing_error","frozen_funds"],"access":"human_only","notes":"For Google Pay Balance and Balance in Google Wallet only, not for cards stored in Google Wallet. For a Balance in Google Wallet, only the Family Manager can file a report.","source":"https://wallet.google.com/files/error-resolution.html","last_verified":"2026-10-12"},{"id":"gpc-complaints-mail","type":"mail","label":"Google Payment Corp. Complaints Handling (balance errors and complaints)","value":"Google Payment Corp. – Complaints Handling, P.O. Box 727, Mountain View, CA 94042","purposes":["unauthorized_charge","billing_error"],"notes":"ZIP 94042 is from the Google Payments Terms of Service; the Customer Service and Error Resolution Policy (wallet.google.com/files/error-resolution.html) prints the same P.O. box with ZIP 94043.","source":"https://payments.google.com/payments/apis-secure/u/0/get_legal_document?ldo=0&ldt=buyertos&ldr=US","last_verified":"2026-10-12"},{"id":"wallet-web","type":"portal","label":"Google Wallet on the web (balance, transfers, Report an issue)","value":"https://wallet.google.com","purposes":["frozen_funds","unauthorized_charge"],"access":"login","source":"https://support.google.com/googlepay/answer/10197214?hl=en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact"},{"rung":"written_complaint","channel":"gpc-complaints-mail","note":"For Google Pay Balance and Balance in Google Wallet."},{"rung":"payment_dispute","note":"For a card stored in Google Wallet, dispute the charge with the card issuer."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Google lists its state licenses and regulator contacts at support.google.com/googlepay/answer/7160765."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Charges from Google go through Google's unauthorized transaction form; charges on a card in Google Wallet go to the card issuer; balance errors go to Google Payment Corp. within 60 days.","evidence":["charge date","amount and descriptor","statement","proof you or your family did not make it"],"steps":[{"do":"Confirm the charge is finalized and that no family member made it."},{"do":"For a charge from Google (descriptor GOOGLE*), submit the unauthorized transaction dispute form.","channel":"unauthorized-transaction-form"},{"do":"For a charge from another merchant on a card stored in Google Wallet, contact the merchant, then your bank or card issuer."},{"do":"For an error on a Google Pay Balance or Balance in Google Wallet, call or write to Google Payment Corp. within 60 days.","channel":"gpc-error-phone"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Pending temporary holds cannot be disputed. After you submit the unauthorized transaction form, Google sends an email update within a few days.","issues":["unauthorized_charge"],"source":"https://support.google.com/googlepay/answer/10002386?hl=en","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For Google Pay Balance errors, notify Google Payment Corp. no later than 60 days after the earlier of the date you electronically access your account or the date of the first statement showing the error.","issues":["unauthorized_charge","billing_error"],"source":"https://wallet.google.com/files/error-resolution.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Google Payment Corp. determines whether an error occurred within 10 business days, may take up to 45 days (up to 90 days for new accounts, new cards or foreign-initiated transactions), and tells you the result within 3 business days after the investigation.","issues":["unauthorized_charge","billing_error"],"source":"https://wallet.google.com/files/error-resolution.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"If you report a lost or stolen login or card within 2 business days, you can lose no more than $50; otherwise you could lose as much as $500.","issues":["unauthorized_charge"],"source":"https://wallet.google.com/files/error-resolution.html","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Google cannot refund third-party merchant purchases; ask the merchant, then dispute with the card issuer. Google product refunds go to that product's support team.","evidence":["order confirmation","merchant correspondence","refund ARN or trace number if the merchant says it refunded"],"steps":[{"do":"Ask the merchant's customer support for the refund."},{"do":"If the merchant says it refunded but the money has not arrived, ask for the ARN or trace number and give it to your bank."},{"do":"If the merchant does not resolve it, dispute the charge with your bank or card issuer at once."},{"do":"For a Google product (Play, YouTube, Google One, Google Store), send the refund request to that product's support team."}],"facts":[{"kind":"policy","claim":"Google says it cannot directly issue refunds or cancel external subscriptions for third-party merchants.","issues":["refund_request","transaction_dispute"],"source":"https://support.google.com/googlepay/answer/10002386?hl=en","last_verified":"2026-10-12"},{"kind":"process","claim":"Merchant refunds can take 2 to 4 weeks to post and go back to the original payment method, not to Google Wallet history.","issues":["refund_request"],"source":"https://support.google.com/googlepay/answer/10002386?hl=en","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Talk to the store first, then dispute with the card issuer; for a child's Balance in Google Wallet the Family Manager disputes in wallet.google.com.","evidence":["transaction details","messages with the store"],"steps":[{"do":"Contact the store and try to fix the problem."},{"do":"If that fails, dispute the payment with your bank or card issuer."},{"do":"For a child's Balance in Google Wallet, the Family Manager opens wallet.google.com > Family > child > transaction > Report an issue > Dispute.","channel":"wallet-web"}],"facts":[{"kind":"process","claim":"For a Balance in Google Wallet dispute, a temporary credit is added if review takes more than 10 business days, and the full investigation may take up to 45 business days.","issues":["transaction_dispute"],"source":"https://support.google.com/googlepay/answer/10002386?hl=en","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Use Google Pay Help (signed in) for a suspended account; ask Google Payment Corp. in writing for held balance funds.","evidence":["suspension notice","balance amount"],"steps":[{"do":"If you see \"Account suspended\" or \"Account not supported\", contact Google Pay Help while signed in.","channel":"help-contact"},{"do":"Ask in writing for release of the held balance.","channel":"gpc-complaints-mail"},{"do":"If the funds are not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Google may restrict access to a Google Pay account or Google Pay Balance temporarily or permanently. If it suspends the account, it will provide any held funds to you to the extent permitted by law.","issues":["frozen_funds"],"source":"https://payments.google.com/payments/apis-secure/u/0/get_legal_document?ldo=0&ldt=buyertos&ldr=US","last_verified":"2026-10-12"},{"kind":"process","claim":"A transfer out of the Google Pay balance to a linked bank account should be available within 1 to 5 business days.","issues":["frozen_funds"],"source":"https://support.google.com/googlepay/answer/10197214?hl=en","last_verified":"2026-10-12"}]}],"known_blockers":["Google Pay Help contact and the unauthorized transaction form need Google sign-in.","For a Balance in Google Wallet, only the Family Manager can file a dispute or error report.","Google has no published general phone line for Google Wallet card issues; those go to the card issuer."]},{"id":"klarna","name":"Klarna","aliases":["klarna inc","klarna ab","klarna pay in 4","klarna card","pay later with klarna","klarna financing"],"sector":"payments","parent":"Klarna Group plc","website":"https://www.klarna.com/us/","official_domains":["klarna.com"],"security":{"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","channels":[{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"report-a-problem","type":"app","label":"Report a problem with a purchase (Klarna buyer protection)","value":"Klarna app or web portal > select the purchase > Report a problem","purposes":["transaction_dispute","refund_request"],"access":"login","notes":"Contact the store first and keep proof. Klarna pauses the payment once a problem is reported.","source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"app-chat"},{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"complaints-mail","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the store first, then use Report a problem in the app; Klarna pauses the payment while it reviews, and claims must be raised within 120 days.","evidence":["order confirmation","proof of contact with the store","tracking or delivery record","photos of a wrong or damaged item"],"steps":[{"do":"Contact the store first and keep proof of the contact."},{"do":"Report the problem on the purchase in the Klarna app or web portal.","channel":"report-a-problem"},{"do":"If Klarna does not resolve it, use chat or customer service and ask to escalate.","channel":"app-chat"},{"do":"If it is still not resolved, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Klarna buyer protection covers orders not received (in whole or part) and items that differ significantly, including items damaged in shipment; claims must be raised within 120 days (Klarna's page counts from purchase in one place and from the invoice date in another).","issues":["transaction_dispute"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Once you report a problem, Klarna pauses your payment until the issue is solved and decides at its reasonable discretion whether to refund or remove your payment obligation.","issues":["transaction_dispute","refund_request"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Returns go through the store; report the return in Klarna with tracking to pause the payment for 21 days, and keep paying until the merchant credit arrives.","evidence":["return tracking number","store's refund confirmation","order number"],"steps":[{"do":"Return the item under the store's policy and keep the tracking number."},{"do":"Report the return in the Klarna app to pause the payment.","channel":"report-a-problem"},{"do":"If the store does not refund, report a problem and contact Klarna.","channel":"app-chat"}],"facts":[{"kind":"policy","claim":"Reporting a return with valid tracking pauses your payment for 21 days.","issues":["refund_request"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A return does not change what you owe under the Pay in 4 agreement until Klarna receives a credit from the merchant, and merchant credits do not count as payments.","issues":["refund_request"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Check whether someone in your household used your account, then report it in the app or to customer service and lock the account.","evidence":["order details","date you noticed it","confirmation emails"],"steps":[{"do":"Check whether it is a pending authorization, a split shipment, or a purchase by someone in your household."},{"do":"Lock your Klarna account in the app and report it by chat or phone.","channel":"app-chat"},{"do":"Or call customer service.","channel":"customer-service-phone"},{"do":"If Klarna does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Forward phishing to phishing@klarna.com; if you clicked a link or shared details, contact your bank, lock your Klarna account and change your password.","evidence":["messages from the scammer","screenshots","FTC report number"],"steps":[{"do":"Forward the email or use the phishing form.","channel":"phishing-email"},{"do":"If you shared information, contact your bank or card issuer, lock the Klarna account, change your password, turn on two-factor authentication and block your cards in the app."},{"do":"Report the incident in the app.","channel":"app-chat"},{"do":"Report the scam to the FTC.","regulator":"ftc"}]},{"issue":"payment_assistance","summary":"Pay in 4 payments are taken automatically every 2 weeks; a late fee of up to $7 can apply after 10 days.","steps":[{"do":"To change the payment method, do it at least three business days before the next scheduled payment."},{"do":"Contact Klarna before a payment fails.","channel":"customer-service-phone"}],"facts":[{"kind":"fee","claim":"A late fee of up to $7 may be charged if a scheduled Pay in 4 payment stays unpaid for 10 days after its due date; total late fees on an order will never exceed 25% of the purchase amount.","issues":["payment_assistance","fee_reversal"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"kind":"process","claim":"After the first payment, the next 3 payments are made automatically every 2 weeks. If a payment fails, Klarna may retry it up to two more times and may charge your backup payment method after at least one day's notice.","issues":["payment_assistance"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Klarna may report information about your account to credit bureaus, and late or missed payments may appear on your credit report.","issues":["payment_assistance","credit_report_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}]}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."]},{"id":"moneygram","name":"MoneyGram","aliases":["moneygram international","money gram","moneygram payment systems"],"sector":"payments","parent":"Madison Dearborn Partners (private equity)","website":"https://www.moneygram.com","official_domains":["moneygram.com"],"security":{"never_asks":[{"kind":"policy","claim":"MoneyGram will never send you an unsolicited email that asks for your personal or financial information. Give this information only when you are signed in to your MoneyGram profile at moneygram.com.","source":"https://www.moneygram.com/us/en/help-center/faq/support/phishing/i-received-an-email-from-moneygram-asking-for-my-financial-information","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"MoneyGram says almost all wire fraud starts with contact from a stranger. Its top anti-fraud tip is never to send money to someone you don't know.","source":"https://www.moneygram.com/us/en/help-center/fraud-and-safety","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone asks you to deposit a check and send part of the money back to them by money transfer.","source":"https://www.moneygram.com/us/en/help-center/faq/support/wire-transfers/what-is-money-transfer-fraud-or-wire-transfer-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone pretends to be a friend or relative in a crisis and asks you to wire money right away.","source":"https://www.moneygram.com/us/en/help-center/faq/support/wire-transfers/what-is-money-transfer-fraud-or-wire-transfer-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone says you won a prize or contest that you don't remember entering and asks you to wire money to pay fees, taxes or customs.","source":"https://www.moneygram.com/us/en/help-center/faq/support/wire-transfers/what-is-money-transfer-fraud-or-wire-transfer-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-form","type":"web_form","label":"Report fraud online (MoneyGram contact form, choose Report fraud)","value":"https://www.moneygram.com/us/en/help-center/contact-us","purposes":["fraud"],"notes":"MoneyGram asks you to report suspicious emails that claim to be from MoneyGram so it can investigate. Its phishing page links its report-fraud-online step to this contact form. For a suspicious text, MoneyGram says to report the number to your phone provider, block the sender and delete the message.","source":"https://www.moneygram.com/us/en/help-center/fraud-and-safety/phishing","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"MoneyGram International, Inc. was taken private by funds of Madison Dearborn Partners. The acquisition was completed in 2023. moneygram.com refused automated page fetches (HTTP 403) on 2026-10-12, so the only channel here is the MoneyGram number published by the FTC. The US terms, the error-resolution disclosure, a fraud form URL and a complaint address are not yet verified.","channels":[{"id":"customer-service-phone","type":"phone","label":"MoneyGram (report a fraudulent transfer)","value":"+1-800-926-9400","purposes":["fraud"],"access":"human_only","notes":"Listed by the FTC as the MoneyGram number to call right away about a transfer sent to a scammer. Tell them it was a fraudulent transfer and ask them to reverse it. Have the transfer reference number ready.","source":"https://consumer.ftc.gov/articles/what-know-you-wire-money","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"No MoneyGram US complaint address was verified. Ask customer service where to send a written complaint."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"fraud","summary":"Call MoneyGram Customer Service at once to report the scam and ask it to stop the transfer.","evidence":["transfer reference number","amount and date","receiver name and location","messages from the scammer"],"steps":[{"do":"Call MoneyGram Customer Service as soon as possible. Report the fraud and ask whether the transfer can still be stopped.","channel":"customer-service-phone"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov and to local police.","regulator":"ftc"},{"do":"If MoneyGram does not resolve it, complain to the CFPB with the reference number and timeline.","regulator":"cfpb"}]}],"known_blockers":["moneygram.com returned HTTP 403 to automated page fetches on 2026-10-12. An agent may not be able to read MoneyGram help pages or use its web forms.","The phone line needs the customer."]},{"id":"paypal","name":"PayPal","aliases":["paypal inc","paypal holdings","paypal purchase protection","paypal resolution center"],"sector":"payments","parent":"PayPal Holdings, Inc.","website":"https://www.paypal.com/us/home","official_domains":["paypal.com"],"security":{"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"PayPal, Inc. also runs Venmo (see venmo). Most PayPal help is in-account: the Resolution Center (https://www.paypal.com/disputes/) handles purchase disputes, unauthorized-activity reports and account limitations. The PayPal legal hub pages (User Agreement, Balance Terms) render with JavaScript; values cited to them come from paypal.com search snippets.","channels":[{"id":"customer-service-phone","type":"phone","label":"PayPal Customer Service","value":"+1-888-221-1161","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"PayPal says to contact it only through the Help Center Contact page or this number. PayPal does not call from this number to ask for personal or account information.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"message-center","type":"web_form","label":"Message Center (secure messages to PayPal)","value":"https://www.paypal.com/smc/async/home","purposes":["frozen_funds","transaction_dispute","unauthorized_charge"],"access":"login","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious PayPal emails (phishing)","value":"phishing@paypal.com","purposes":["fraud"],"notes":"For an email that says the account is limited when the Resolution Center shows no limitation. Forward it, then delete it.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-remove-a-limitation-from-my-account-help535","last_verified":"2026-10-12"},{"id":"paypal-credit-phone","type":"phone","label":"PayPal Credit (report fraud or unauthorized activity)","value":"+1-844-373-4961","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"cashback-mastercard-phone","type":"phone","label":"PayPal Cashback Mastercard (report fraud or unauthorized activity)","value":"+1-855-520-0991","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Or call the number on the back of the card.","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"business-debit-card-phone","type":"phone","label":"PayPal Business Debit Mastercard (report fraud or unauthorized activity)","value":"+1-866-888-6080","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-chat"},{"rung":"written_complaint","channel":"resolution-center","note":"Open the dispute, then escalate it to a claim within 20 days."},{"rung":"written_complaint","channel":"error-resolution-mail","note":"Written notice for unauthorized transactions and electronic transfer errors."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"playbooks":[{"issue":"transaction_dispute","summary":"Open a dispute in the Resolution Center, then escalate it to a Purchase Protection claim within 20 days.","evidence":["transaction ID and date","order confirmation or listing","messages with the seller","tracking or proof of non-delivery","photos for an item not as described"],"steps":[{"do":"Contact the seller first and keep the messages."},{"do":"In the Resolution Center click Report a Problem, choose the payment and the reason. File within 180 days of payment (item not received) or within 30 days of delivery for an item not as described.","channel":"resolution-center"},{"do":"If you and the seller do not agree, escalate the dispute to a claim before day 20. Open the dispute, click Need Help?, then Review my case.","channel":"resolution-center","note":"PayPal often requires that at least 7 days have passed since the payment date before you can escalate."},{"do":"Wait for PayPal's decision. Answer requests for information quickly."},{"do":"If PayPal does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"An Item Not Received dispute must be opened within 180 days of the date you sent the payment to the seller.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A Significantly Not as Described dispute must be opened within 30 days of the date of delivery or fulfillment, or within 180 days of the date you sent the payment, whichever is sooner.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A dispute automatically closes after 20 days unless it has been escalated to a claim. Closed disputes cannot be reopened or escalated.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"process","claim":"To escalate, PayPal often requires that at least 7 days have passed since the payment date.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"process","claim":"PayPal usually reaches a decision on a claim within 14 days, but some cases can take 30 days or longer.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report the payment as unauthorized activity in the Resolution Center at once; send written notice for other errors within 60 days of the statement.","evidence":["transaction ID","date and amount","account statement showing the payment","proof you did not make it"],"steps":[{"do":"Check that a family member or an automatic payment (subscription) did not make the payment."},{"do":"In the Resolution Center click Report a problem, choose the payment, select \"I want to report unauthorized activity\" and follow the steps.","channel":"resolution-center"},{"do":"Change the PayPal password. If a PayPal card was used, report it on the card's own line.","channel":"paypal-credit-phone","note":"PayPal Credit, Cashback Mastercard and Business Debit Mastercard each have their own fraud line."},{"do":"For an error you want on the record in writing, mail a notice to the Error Resolution Department.","channel":"error-resolution-mail"},{"do":"If PayPal does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"If the PayPal account statement shows transfers you did not make, PayPal says to tell it at once.","issues":["unauthorized_charge","fraud"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For other errors, PayPal must hear from you no later than 60 days after it sent the FIRST statement on which the problem or error appeared.","issues":["unauthorized_charge","billing_error"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"process","claim":"After you report unauthorized activity, PayPal looks into it and sends you an email within 10 days.","issues":["unauthorized_charge"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Report the payment in the Resolution Center, forward phishing to PayPal, and report the scam to the FTC.","evidence":["transaction ID","scammer's messages or emails","FTC or police report number"],"steps":[{"do":"Report the payment through the Resolution Center (unauthorized activity, or a dispute for a purchase that never arrived).","channel":"resolution-center"},{"do":"Forward fake PayPal emails to PayPal, then delete them. Do not click links in them.","channel":"phishing-email"},{"do":"Report the scam to the FTC at reportfraud.ftc.gov. PayPal's fraud page also lists IdentityTheft.gov and the FBI's IC3.","regulator":"ftc"}],"facts":[{"kind":"contact","claim":"PayPal says to contact it only through the Contact page in the Help Center or by calling PayPal Customer Service at 1-888-221-1161.","issues":["fraud"],"source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Find the limitation steps in the Resolution Center, upload only what PayPal asks for, then wait for the review.","evidence":["limitation email or notice","requested ID or proof of address","tracking numbers for held sales"],"steps":[{"do":"Open the Resolution Center (or the bell icon on the Dashboard) to see the steps to remove the limitation. If an email says the account is limited but the Resolution Center shows nothing, the email may be fake.","channel":"resolution-center"},{"do":"Complete every step and upload the documents PayPal asks for."},{"do":"For a payment on hold, add tracking or mark a service order Completed so PayPal can release it."},{"do":"If the review takes longer than PayPal says, send a message through the Message Center and keep a copy.","channel":"message-center"},{"do":"If the funds are still not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"After the required steps are completed, the review of a limited account usually takes 3 business days.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-long-will-it-take-to-lift-my-paypal-account-limitation-help531","last_verified":"2026-10-12"},{"kind":"limit","claim":"In rare cases, for example an unusual change in selling patterns, PayPal may hold a payment for up to 21 days.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-can-i-release-my-payments-on-hold-help129","last_verified":"2026-10-12"},{"kind":"process","claim":"A held sale is released about 24 hours after the approved carrier confirms delivery, or 7 days after you mark a service or intangible order as Completed.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-can-i-release-my-payments-on-hold-help129","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"The PayPal User Agreement has an arbitration agreement. To opt out, mail a signed written notice postmarked no later than 30 days after you first accept the agreement to PayPal, Inc., Attn: Litigation Department, Re: PayPal Opt-Out Notice, 2211 North First Street, San Jose, CA 95131.","source":"https://www.paypal.com/us/legalhub/paypal/useragreement-full","last_verified":"2026-10-12"}],"known_blockers":["The Resolution Center, Message Center and live chat agents need the account holder to sign in.","Phone support needs the account holder; PayPal's help pages say an account limitation is lifted through the Resolution Center steps, not by phone.","Limitations often need identity documents (ID, proof of address) uploaded by the account holder."]},{"id":"venmo","name":"Venmo","aliases":["venmo purchase protection","venmo debit card"],"sector":"payments","parent":"PayPal Holdings, Inc. (services provided by PayPal, Inc.)","website":"https://venmo.com","official_domains":["venmo.com"],"security":{"never_asks":[{"kind":"policy","claim":"A Venmo agent will never ask for the verification code sent to your phone, under any circumstances.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask to access your device remotely or ask you to install a third-party app.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask you to send money to verify your account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never tell you to send money from your Venmo account to another user through a different payment platform.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never create an account on your behalf, so a caller who asks you to log in to an account they created for you is not Venmo.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer tries to sign in to your account, which sends a code to your phone, then calls you pretending to be Venmo and asks you to read the code out. Variations ask you to log in to an account they created or to send a payment to another Venmo account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"A stranger sends you a payment, says it was a mistake, and asks you to send the money back as a new payment. Venmo says to contact it as soon as possible so it can help reverse the payment.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"When you sell to a stranger, a scammer may send screenshots of fake emails that make it look like they paid you, or say the payment will reach you only after you ship and upload tracking. Venmo says this is not a feature it provides.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send texts or emails with a link saying you won money from Venmo, and the link asks you to sign in or enter account information. Venmo says to enter your login only on Venmo.com or in the Venmo app; Venmo emails come only from addresses ending in venmo.com.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, websites, texts or calls that claim to be from Venmo","value":"phishing@venmo.com","purposes":["fraud"],"notes":"Forward the email as an attachment, or send the website link. For a text or call, send a screenshot that shows the full phone number. This is an automated inbox, so do not include personal information. Venmo says it sometimes texts from 86753 about actions on your account.","source":"https://help.venmo.com/cs/articles/reporting-fake-or-suspicious-messages-or-emails-vhel245","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Venmo is a service of PayPal, Inc.; written error notices and legal notices go to PayPal's Omaha P.O. box. The current Venmo User Agreement is effective August 24, 2026. Venmo Credit Card disputes go to the issuer, Synchrony Bank, not to Venmo.","channels":[{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-dispute","type":"app","label":"Dispute a transaction in the app (Me > transaction > Need Help?)","value":"Venmo app > Me tab > select the transaction > Need Help?","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Most Venmo transactions can be disputed here. Venmo Debit Card transactions and online purchases cannot be disputed or reported as unauthorized in the app; contact Support instead.","source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"id":"virtual-assistant","type":"chat","label":"Venmo virtual assistant and contact options","value":"https://help.venmo.com/cs/contact-us","hours":"24/7 (virtual assistant)","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Venmo Help Center request form","value":"https://help.venmo.com/hc/en-us/requests/new","purposes":["unauthorized_charge","transaction_dispute","frozen_funds"],"notes":"The User Agreement lists this form for errors, unauthorized transactions and Purchase Protection disputes.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"id":"debit-card-phone","type":"phone","label":"Venmo Debit Card (deactivate card, unauthorized card charges)","value":"+1-855-204-4090","hours":"Card deactivation 24 hours a day; live agents for disputes 9 AM to 5 PM CT Mon-Fri","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://help.venmo.com/hc/en-us/articles/360001264187-What-do-I-do-if-there-s-an-unauthorized-charge-on-my-Venmo-Debit-Card-","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"error-resolution-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Venmo User Agreement requires individual arbitration; opt-out by written notice within 30 days of first accepting it."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Tell Venmo at once through in-app chat or a dispute; send written notice for other errors within 60 days of the statement.","evidence":["date and amount of the transaction","the other user's username","Venmo statement"],"steps":[{"do":"Contact Venmo Support right away through in-app chat and ask for an agent.","channel":"in-app-chat"},{"do":"Open a dispute on the transaction in the app (Me > transaction > Need Help?). Reset the password if prompted.","channel":"in-app-dispute"},{"do":"For a Venmo Debit Card charge, lock the card in the Cards tab, or call the debit card line if you cannot open the app.","channel":"debit-card-phone"},{"do":"For a Venmo Credit Card charge, contact the issuer, Synchrony Bank, using the number on the back of the card."},{"do":"Put the error in writing to the Venmo Error Resolution Department and keep a copy.","channel":"error-resolution-mail"},{"do":"If Venmo does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"If the Venmo statement shows transfers you did not make, Venmo says to tell it at once.","issues":["unauthorized_charge","fraud"],"source":"https://help.venmo.com/cs/articles/dispute-filing-timeframes-vhel359","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Other errors must be disputed within 60 days after Venmo provides the account statement on which the problem first appeared.","issues":["unauthorized_charge","billing_error"],"source":"https://help.venmo.com/cs/articles/dispute-filing-timeframes-vhel359","last_verified":"2026-10-12"},{"kind":"process","claim":"Venmo determines whether an error occurred within 10 Business Days after it hears from you, and may take up to 45 days to investigate if it needs more time.","issues":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Use Venmo Purchase Protection for goods-and-services payments within 180 days of the purchase.","evidence":["transaction marked as goods and services or paid to a business profile","listing or order","messages with the seller","tracking"],"steps":[{"do":"Check that the payment was to a business profile or marked as for goods and services. Personal payments are not covered."},{"do":"Open a dispute within 180 days through in-app chat, the contact form or by phone.","channel":"in-app-dispute"},{"do":"If Venmo decides against you and you have new information, ask for an appeal."},{"do":"If Venmo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Under Venmo Purchase Protection, open a dispute within 180 days of the date the purchase was made.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Purchase Protection covers certain qualifying payments made to a business profile or marked as for goods and services.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a card-funded purchase you must choose between Venmo Purchase Protection and a dispute with your card issuer; you cannot do both at the same time.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo's Purchase Protection decision is final, but you may be able to appeal with new or compelling information or if you believe there was an error in the decision.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Ask Venmo Support in writing why money is held and when it will be released; holds can last up to 180 days.","evidence":["hold or limitation notice","transaction IDs","documents Venmo requested"],"steps":[{"do":"Ask Venmo Support for the reason for the hold and the release date. Use chat or the request form so you have a record.","channel":"contact-form"},{"do":"Send any verification documents Venmo asks for."},{"do":"If the money is not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"Risk-based holds may remain in place for up to 180 days from the date the transaction was made.","issues":["frozen_funds"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Venmo Credit Card transactions must be disputed with Synchrony Bank, not in the Venmo app.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Venmo User Agreement includes individual arbitration, a class action waiver and a jury trial waiver. You can opt out by written notice postmarked no later than 30 days after you first accept the agreement.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"known_blockers":["In-app chat and in-app disputes need the account holder signed in to the Venmo app.","Venmo Debit Card transactions and online purchases cannot be disputed in the app; they need Support.","Payments to friends that are not marked as goods and services are not covered by Purchase Protection."]},{"id":"western-union","name":"Western Union","aliases":["westernunion","western union money transfer","western union financial services"],"sector":"payments","parent":"The Western Union Company","website":"https://www.westernunion.com","account_url":"https://www.westernunion.com/us/en/send-money/app/login","official_domains":["westernunion.com"],"security":{"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"The US complaint page names Western Union Financial Services, Inc. and Western Union International Services, LLC as the US money transmitters. Western Union agreed on 2025-08-10 to acquire International Money Express (Intermex). A Western Union SEC prospectus supplement dated 2026-04-30 still described the acquisition as pending, and completion was not confirmed on 2026-10-12, so Intermex is not listed as part of Western Union here. Western Union's own pages give two customer care numbers: +1-800-325-6000 (FAQ, terms, error-resolution disclosure) and +1-720-945-9350 (contact page, complaint page).","channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"id":"customer-care-us-phone","type":"phone","label":"Customer Care (US), as listed on the contact page and the complaint page","value":"+1-720-945-9350","purposes":["refund_request","transaction_dispute","poor_service"],"access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY users","value":"+1-800-877-8973","access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"fraud-hotline","type":"phone","label":"Western Union Fraud Hotline","value":"+1-800-448-1492","purposes":["fraud"],"access":"human_only","notes":"Call at once if the transfer has not been picked up or deposited, so Western Union can try to stop it.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"},{"id":"fraud-claim-form","type":"web_form","label":"Report a fraud claim online","value":"https://www.westernunion.com/global-service/report-fraud","purposes":["fraud"],"access":"open","notes":"The page loads with JavaScript. Automated fetches on 2026-10-12 returned only a loading screen.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"id":"spoof-email","type":"email","label":"Forward suspicious (phishing) emails","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email as is. Western Union says this does not file a fraud claim.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"id":"error-resolution-email","type":"email","label":"Error resolution and cancellation (remittance transfers)","value":"DFErrorResolution@westernunion.com","purposes":["transaction_dispute","refund_request"],"notes":"Include your name and address or phone, the error and why, the receiver's name, the dollar amount and the confirmation number (MTCN).","source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Error resolution (remittance transfers)","value":"Western Union, PO Box 6036, Englewood, CO 80155","purposes":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Customer care contact page (phone list and chat)","value":"https://www.westernunion.com/us/en/contact-us.html","purposes":["poor_service","refund_request"],"access":"open","notes":"The \"Chat with us\" control is a JavaScript button with no direct chat URL.","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"online-profile-care-phone","type":"phone","label":"Customer care for a locked online profile","value":"+1-877-989-3268","purposes":["account_access"],"access":"human_only","notes":"For a profile locked after repeated wrong log in attempts or wrong security answers.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-profile-registration-and-management.html","last_verified":"2026-10-12"},{"id":"website-care-phone","type":"phone","label":"Website Care","value":"+1-720-945-9354","purposes":["account_access"],"access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"money-order-forgery-phone","type":"phone","label":"Customer Support Line for money order forgery claims","value":"+1-800-999-9660","purposes":["fraud"],"access":"human_only","notes":"Only the purchaser of the money order can start a forgery claim. The claim forms must be notarized and mailed as originals.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"},{"id":"money-order-refund-form","type":"web_form","label":"Money order refund request","value":"https://www.westernunion.com/global/en/rmo-form.html","purposes":["refund_request"],"access":"open","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"executive-resolutions-mail","note":"Western Union asks you to contact its customer service before you complain to a state regulator."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"The complaint page lists the money transmission regulator for each state."},{"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"playbooks":[{"issue":"fraud","summary":"Call the fraud hotline at once. Western Union can refund a transfer that is not yet picked up or deposited.","evidence":["tracking number (MTCN)","receipt","amount and date","receiver name and location","messages from the scammer"],"steps":[{"do":"Call the Western Union Fraud Hotline as soon as possible and ask Western Union to stop the transfer.","channel":"fraud-hotline"},{"do":"File a fraud claim online if you cannot call, or to add details. Keep the claim reference.","channel":"fraud-claim-form"},{"do":"Forward any phishing email that pretended to be Western Union.","channel":"spoof-email"},{"do":"Report the scam to local law enforcement and to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Western Union does not answer or refuses without a reason, send a written complaint to Executive Resolutions, then complain to the CFPB.","channel":"executive-resolutions-mail"},{"do":"Complain to the CFPB with the claim reference and the timeline.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Western Union's fraud page says: \"If your transfer is not picked up, sent or deposited you'll get a full refund on the transfer.\"","issues":["fraud"],"source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Western Union's fraud page says: \"After a transfer is sent or deposited, Western Union may not be able to give you a refund.\"","issues":["fraud"],"source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Report an error with a remittance transfer within 180 days of the promised availability date.","evidence":["your name and address or phone","description of the error","receiver name and phone or address","dollar amount","confirmation number (MTCN)"],"steps":[{"do":"Contact Western Union by phone, email or mail within 180 days of the date the funds were promised to the receiver. Give all five items from the evidence list.","channel":"customer-care-phone"},{"do":"Send the same details in writing so you have a dated record.","channel":"error-resolution-email"},{"do":"Western Union must decide within 90 days and tell you the result within three business days after the investigation. If it finds no error, ask for copies of the documents it used."},{"do":"If the error is not corrected, send a written complaint to Executive Resolutions.","channel":"executive-resolutions-mail"},{"do":"Complain to the CFPB, and to your state money transmission regulator listed on the complaint page.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"\"You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient.\"","issues":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation.\"","issues":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Cancel within 30 minutes of payment for a full refund including fees. Later, cancel for a refund only while the money is not picked up or deposited.","evidence":["tracking number (MTCN)","amount","where the funds were sent","receipt"],"steps":[{"do":"Within 30 minutes of paying, call or email Western Union to cancel. Give the amount and the location where the funds were sent.","channel":"customer-care-phone"},{"do":"After 30 minutes, ask to cancel by phone, in your online profile, or at the agent location where you sent the transfer. This works only if the money is not picked up or deposited.","channel":"customer-care-phone"},{"do":"If the receiver did not pick up a cash transfer, ask customer care to renew or refund it. Unpaid transfers are not returned automatically.","channel":"customer-care-phone"},{"do":"If the refund does not arrive, send a written complaint to Executive Resolutions, then complain to the CFPB.","channel":"executive-resolutions-mail"}],"facts":[{"kind":"deadline","claim":"\"In order to cancel, you must contact us at the phone number or e-mail address above within 30 minutes of payment for the transfer.\"","issues":["refund_request"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient's account.\"","issues":["refund_request"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under the US online terms, refund requests received within 30 days of the transaction date get the transfer amount and fees back. Requests after 30 days get the transfer amount only.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A cash pickup transfer usually stays available for 90 days. After it expires, the money is not returned automatically; the sender or receiver must contact customer care.","issues":["refund_request"],"source":"https://www.westernunion.com/blog/en/us/how-long-does-western-union-hold-funds/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"A transfer on hold usually waits for identity or detail checks. Call with the tracking number.","evidence":["tracking number (MTCN)","ID documents requested by Western Union"],"steps":[{"do":"Check the transfer status with the tracking number (MTCN)."},{"do":"Call customer care with the MTCN and ask what information Western Union needs to release the transfer.","channel":"customer-care-phone"},{"do":"If the transfer stays on hold, ask to cancel it for a refund, then send a written complaint.","channel":"executive-resolutions-mail"},{"do":"Complain to the CFPB if the money is neither released nor refunded.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Western Union says a transfer can be put on hold while it verifies your identity, confirms other details, waits for your bank's review, or waits for more information from you.","issues":["frozen_funds"],"source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Transactions not picked up or cancelled within 1 year of the send date are charged a non-refundable administration charge of up to $0.50 per month from the send date, not more than $42.00, deducted from the amount sent.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US online terms require individual binding arbitration administered by JAMS. You may opt out for a transaction within 30 days after initiating it by calling 1-800-325-6000.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the party raising a dispute must send a written notice. The parties then have 60 days from receipt of a completed notice to try to resolve it.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The mobile app terms say international transfers may be cancelled for a full refund of the principal and fees within 30 minutes of payment.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/tnc-mobile.html","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Western Union asks customers to contact its customer service before they file a complaint with a state regulator. Its complaint page lists the regulator and phone number for each state.","source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"known_blockers":["Most westernunion.com help and fraud pages render with JavaScript. The fraud hotline number and the fraud claim link appear as template placeholders to automated fetches.","The contact page chat has no direct URL. The agent must use phone, email or mail.","Online cancellation needs sign-in to the Western Union profile. Phone lines need the account holder.","Transfers can be held for identity verification. Only the customer can supply the ID documents.","Western Union pages list two different customer care numbers (+1-800-325-6000 and +1-720-945-9350)."]},{"id":"wise","name":"Wise","aliases":["transferwise","wise us inc","wise.com"],"sector":"payments","website":"https://wise.com/us/","account_url":"https://wise.com/login/","official_domains":["wise.com"],"security":{"never_asks":[{"kind":"policy","claim":"Wise will never ask for your password, PIN, card CVV number or one-time password (OTP) in an email, text or phone call.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise will never ask you to transfer money or approve a transaction to help with an investigation.","source":"https://wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails copy Wise's logo and colors, say your account was deactivated or that you won a prize, and ask you to log in through a link. Wise says its real emails address you by your first name and link only to websites that start with https://wise.com, except approved research websites.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers contact you on WhatsApp or Telegram and ask you to confirm your card details, often with references to recent reservations or deliveries.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate your bank, the police or the IRS and create urgency, for example by saying your money is at risk, to trick you into sending money.","source":"https://wise.com/help/articles/49ULMEHN2CrU3RnwaPZGzi/how-do-i-keep-my-wise-card-safe","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-report-form","type":"web_form","label":"Report a phishing email or site that pretends to be Wise","value":"https://wise.com/security/reports/phishing","purposes":["fraud"],"notes":"The form asks for the phishing site URL. It is not for customer support. If you clicked a link or shared sensitive data, contact Wise at once.","source":"https://wise.com/help/articles/2932695/watch-out-for-phishing","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"US customers contract with Wise US Inc. (US Customer Agreement version 1.5, last updated 2026-09-25), NMLS ID 1351219, licensed as a money transmitter in most states. In other states Wise offers services with partner financial institutions (program sponsored by Community Federal Savings Bank) under separate terms. Wise moved its primary stock listing from London to Nasdaq in May 2026. The agreement gives two support numbers, +1-888-908-3833 and +1-844-926-4389.","channels":[{"id":"support-phone","type":"phone","label":"Wise US customer support","value":"+1-888-908-3833","purposes":["transaction_dispute","unauthorized_charge","fraud","refund_request","frozen_funds","poor_service"],"access":"human_only","notes":"The number in the error-resolution section of the US Customer Agreement and in the state licensing disclosures.","source":"https://wise.com/gateway/v1/us/disclosures/long-form","last_verified":"2026-10-12"},{"id":"contact-phone","type":"phone","label":"Wise US contact and complaints line","value":"+1-844-926-4389","purposes":["poor_service","refund_request","frozen_funds"],"access":"human_only","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"Wise Support (error and unauthorized transaction notices)","value":"Support@wise.com","purposes":["transaction_dispute","unauthorized_charge"],"notes":"Send from the email address linked to the Wise account.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"complaints-email","type":"email","label":"Wise complaints team","value":"complaints-team@wise.com","purposes":["poor_service","frozen_funds","refund_request","transaction_dispute"],"source":"https://wise.com/us/legal/state-licenses","last_verified":"2026-10-12"},{"id":"compliance-mail","type":"mail","label":"Written errors and complaints, Wise Compliance","value":"Wise US Inc., ATTN Wise Compliance, 30 W 26th Street, Floor 6, New York, NY 10010","purposes":["transaction_dispute","unauthorized_charge","poor_service"],"notes":"Mail only. Wise says this office is not open to customers.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"help-center-contact","type":"portal","label":"Help Center contact (chat, email, call-back options)","value":"https://wise.com/login/?redirectUrl=/help/contact","purposes":["poor_service","refund_request","transaction_dispute","frozen_funds"],"access":"login","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"logged-out-contact","type":"web_form","label":"Contact Wise when you cannot log in","value":"https://wise.com/help/contact/flows/logged-out","purposes":["account_access","unauthorized_charge","fraud"],"access":"open","source":"https://wise.com/us/help/","last_verified":"2026-10-12"},{"id":"scam-report-form","type":"portal","label":"Report fraud or a scam (guided victim report)","value":"https://wise.com/help/victim-report/create","purposes":["fraud"],"access":"login","notes":"In the app, open the transfer, tap \"?\" and choose \"How do I report a fraudulent payment?\".","source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"},{"id":"card-dispute","type":"portal","label":"Dispute a Wise card payment","value":"https://wise.com/login?redirectUrl=%2Fdispute","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"},{"id":"appeals","type":"portal","label":"Appeal an account decision or request a refund after closure","value":"https://wise.com/appeals","purposes":["frozen_funds"],"access":"login","notes":"The account owner needs access to the registered email. If the page does not work, reply to the deactivation email.","source":"https://wise.com/us/help/articles/4iI8qrjPXnkWFgg0tNhPvY/how-do-i-appeal-my-account-decision","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"complaints-email","note":"Wise aims to give a final response within 15 calendar days, extended to 35 calendar days if it tells you why."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Wise lists each state regulator on its state licenses page."},{"rung":"arbitration","note":"JAMS arbitration under section 28 of the US Customer Agreement. You can reject it within 21 days after the account opens."}],"playbooks":[{"issue":"fraud","summary":"Report a scam through the logged-in victim report. Wise can try to recall the money but does not guarantee a refund.","evidence":["transfer ID","amount and date","recipient details","messages from the scammer","police report number"],"steps":[{"do":"Sign in and file the guided scam report, or start it from the transfer in the app.","channel":"scam-report-form"},{"do":"If the form does not work or you cannot log in, contact Wise through the logged-out contact flow.","channel":"logged-out-contact"},{"do":"File a report with the police and with the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Wise does not answer, send a written complaint.","channel":"complaints-email"},{"do":"Complain to the CFPB with the report reference and timeline.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Wise's scam help page says \"We can't guarantee a refund.\" Wise may try to recall the funds. If you have not heard of a successful recall after 40 days, it was likely unsuccessful.","issues":["fraud"],"source":"https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Freeze the card or account at once, report the transaction, and use the 120-day protection window.","evidence":["transaction details","account statement showing the transfer","date you noticed it"],"steps":[{"do":"Freeze the Wise card in the app. If someone may have access to the account, call or chat with Wise at once; Wise suspends the account and cards.","channel":"support-phone"},{"do":"For a card payment, open the transaction, choose \"Get help with this transaction\" and \"I think this payment was fraudulent\", or use the card dispute page.","channel":"card-dispute"},{"do":"If you cannot log in, email Wise from the account email address, or use the logged-out contact flow.","channel":"logged-out-contact"},{"do":"Send a written error notice by email or mail within the reporting window.","channel":"support-email"},{"do":"If Wise denies the claim without a reason, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"\"If you tell us within 120 calendar days after we provide you your Wise Account statement showing transfers you did not make, you will be eligible for 100% protection for Unauthorized Transactions.\"","issues":["unauthorized_charge","fraud"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"Wise aims to give an outcome within 10 working days for most card fraud cases. Cases that need a merchant response can take longer.","issues":["unauthorized_charge"],"source":"https://wise.com/us/help/articles/2935783/how-do-i-report-a-fraudulent-wise-card-payment","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Report a transfer error in writing. International transfers over $15 have 180 days; other transactions have 120 days.","evidence":["transfer ID","amount","date Wise said the money would arrive","recipient details","description of the error"],"steps":[{"do":"Notify Wise Support by email, phone or mail as soon as possible. Say what the error is and why.","channel":"support-email"},{"do":"Keep the written record. Wise decides remittance errors within 90 days, and other errors within 10 business days (up to 45 days with a provisional credit).","channel":"compliance-mail"},{"do":"If the error is not corrected, complain to the complaints team.","channel":"complaints-email"},{"do":"Complain to the CFPB or your state regulator.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"For Send Money transactions greater than $15 where money is sent internationally, \"notify us as soon as possible, but no later than 180 days of the date we told you the money would be available to the recipient.\"","issues":["transaction_dispute"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"\"After we receive your information, we'll investigate and decide within 90 days whether an error occurred.\" (remittance transfers)","issues":["transaction_dispute"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"For all other transactions, you have up to 120 days to report an error.\" The 120 days start from the earlier of the day you could see the error in your online history or the day Wise sent the first written statement showing it.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"For other transactions Wise decides within 10 business days after it gets all the information. If it needs more time it may take up to 45 days, and it adds a provisional credit within 10 business days.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Wise can hold balances and close accounts without giving the reason. Appeal or request a refund through the appeals page.","evidence":["deactivation email","photo ID","photo of you holding the ID","reason for using Wise and purpose of transfers","proof of address or source of funds if asked"],"steps":[{"do":"Sign in and appeal the decision, or request a refund of the remaining balance to a bank account outside Wise.","channel":"appeals"},{"do":"If the appeals page does not work, reply to the account deactivation email."},{"do":"Ask in writing when the money will be returned.","channel":"complaints-email"},{"do":"Complain to the CFPB if the funds are not returned.","regulator":"cfpb"},{"do":"Complain to your state money transmission regulator."}],"facts":[{"kind":"policy","claim":"The US Customer Agreement lets Wise suspend or restrict an account and hold the balance if reasonably needed to protect against the risk of liability.","issues":["frozen_funds"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wise says \"We can't tell you specific reasons why we closed your account.\" Customer Support cannot see the reason either.","issues":["frozen_funds"],"source":"https://wise.com/us/help/articles/2961844/my-account-was-closed-by-wise","last_verified":"2026-10-12"},{"kind":"process","claim":"After Wise closes an account, refunds of pending transfers take 3-10 working days by card, 2-3 working days by bank or wire transfer, and up to 90 working days by bank debit or ACH while Wise does due diligence checks.","issues":["frozen_funds","refund_request"],"source":"https://wise.com/us/help/articles/2961844/my-account-was-closed-by-wise","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Cancel an unpaid transfer yourself. US remittance transfers can be cancelled within 30 minutes of payment for a full refund.","evidence":["transfer ID","payment time","payment method"],"steps":[{"do":"If the transfer is not yet processing, open it and select Cancel transfer."},{"do":"For a remittance transfer, cancel by phone or in writing within 30 minutes of paying.","channel":"support-phone"},{"do":"If the transfer is processing, contact Wise. Cancellation is not guaranteed, and a completed transfer cannot be cancelled.","channel":"help-center-contact"},{"do":"If the refund is late, send a written complaint, then complain to the CFPB.","channel":"complaints-email"}],"facts":[{"kind":"deadline","claim":"\"You may cancel your Remittance Money Transfer orally or in writing within thirty (30) minutes after making payment\", if the recipient has not picked up or received the funds.","issues":["refund_request"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will refund your money within three (3) business days of your request to cancel a transfer\" (remittance transfers).","issues":["refund_request"],"source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"process","claim":"Refund timing by payment method: credit or debit card up to 10 working days; bank transfer 0-3 working days; Wise Account balance instant if the money has not been sent out.","issues":["refund_request"],"source":"https://wise.com/us/help/articles/2971476/how-long-do-refunds-take","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"For US complaints Wise aims to give a final response within 15 calendar days. If it cannot, it extends the deadline to 35 calendar days from the complaint and emails you the reason.","source":"https://wise.com/help/articles/2235393/how-do-i-make-a-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Customer Agreement requires arbitration administered by JAMS and waives class actions. Small claims court cases are excluded.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To reject arbitration, send a signed notice to Wise US Inc., Attn Legal Department, 30 W 26th Street, Floor 6, New York, NY 10010. It must be received within 21 days after the account is opened.","source":"https://wise.com/us/legal/terms-of-use","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"If you cannot call or chat about account takeover, email Wise from the account email address. If you cannot use that email, include your full name, date of birth, linked email and phone, and a photo of you holding your ID next to a paper with \"Wise\" and today's date.","issues":["unauthorized_charge","account_access"],"source":"https://wise.com/us/help/articles/xfWMm6axrxXwk3CdoCgGG/someone-may-have-access-to-my-wise-account","last_verified":"2026-10-12"}],"known_blockers":["The Help Center contact options, scam report form, card dispute page and appeals page need sign-in to the Wise account.","Appeals need a photo ID and a live photo of the account owner holding it. Only the person can supply them.","Wise does not give the reason for an account closure, and Customer Support cannot see it.","The phone lines need the account holder."]},{"id":"zelle","name":"Zelle","aliases":["zellepay","zelle network"],"sector":"payments","parent":"Early Warning Services, LLC","website":"https://www.zelle.com","official_domains":["zelle.com","zellepay.com"],"security":{"never_asks":[{"kind":"policy","claim":"Zelle says your bank or credit union will never ask you to send money to yourself with Zelle.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says your bank or credit union will not ask you to send money with Zelle to any account, so any such request could be a scam.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In the pay-yourself scam, a text that looks like a bank fraud alert is followed by a call that appears to be from your bank. The caller asks for the one-time passcode your bank sent, uses it to enroll their own account with your email or phone number, and the money you think you send to yourself goes to them.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"In a variation of the pay-yourself scam, the scammer gives you an email address that contains your name plus words such as Zelle Dispute, the bank's name, Fraud or Claim, and asks you to send money to it.","source":"https://www.zelle.com/how-to-spot-a-pay-yourself-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send phishing emails that pretend to be from Zelle. Zelle says the only email domain it uses is zellepay.com and that it does not use gmail.com, aol.com, yahoo.com or other common email domains.","source":"https://www.zelle.com/how-to-avoid-phishing-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"In purchase scams, you pay someone for goods such as concert tickets that never arrive. Because you authorized the payment, you may not be able to get your money back.","source":"https://www.zelle.com/understanding-fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-report-phone","type":"phone","label":"Zelle fraud and scam line (report emails or messages that pretend to be Zelle)","value":"+1-844-428-8542","purposes":["fraud"],"notes":"Zelle's phishing page says to report emails that pretend to be Zelle to Zelle, and links to its Report a Fraud or Scam page, which gives this number (8 AM to 10 PM ET, 7 days a week, except some holidays). If money left your account, report it to your own bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Zelle is now used only through participating banks' and credit unions' apps and online banking. On 2024-10-31 Zelle announced it was phasing out enrolling and sending money in its standalone app, and told standalone users to re-enroll through a bank or credit union by March 2025; the app was to become a scam-education app. Disputes, fraud claims and unauthorized-payment claims go to the user's own bank or credit union (the number on the back of the debit card). Zelle itself runs a fraud and scam question line.","channels":[{"id":"fraud-scam-phone","type":"phone","label":"Zelle line for questions about fraud or scams","value":"+1-844-428-8542","hours":"8 AM to 10 PM ET, 7 days a week, except Independence Day, Thanksgiving, Christmas and New Year's Day","purposes":["fraud","unauthorized_charge"],"notes":"For questions only. If you enrolled through your bank or credit union, report the transaction directly to that bank or credit union.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"id":"report-scam-page","type":"portal","label":"Zelle report a fraud or scam guidance","value":"https://www.zelle.com/support/report-scam","purposes":["fraud","unauthorized_charge"],"access":"open","notes":"Information page, not a form. It points to the user's bank, the FTC, IdentityTheft.gov and the FBI's IC3.","source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"The user's bank or credit union that offers Zelle (number on the back of the debit card)."},{"rung":"written_complaint","note":"Written error notice to the bank or credit union under its account agreement."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"fraud","summary":"Report the payment to your own bank or credit union at once, then report the scam to the FTC; Zelle payments cannot be reversed, but qualifying impostor scams may be reimbursed.","evidence":["payment date","amount and recipient token (email or U.S. mobile number)","scammer's messages","FTC or police report number"],"steps":[{"do":"Call your bank or credit union at the number on the back of your debit card and report the Zelle payment as a scam. Ask whether it qualifies for impostor-scam reimbursement."},{"do":"Ask the bank to confirm the claim in writing and give you a claim number."},{"do":"Report the scam to the FTC at reportfraud.ftc.gov (Zelle links reportfraud.ftc.gov/#/?orgcode=ZELLE), and identity theft at IdentityTheft.gov.","regulator":"ftc"},{"do":"For general questions about fraud or scams on Zelle, call the Zelle fraud and scam line.","channel":"fraud-scam-phone"},{"do":"If the bank denies the claim without a clear reason, complain about the bank to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Zelle payments cannot be reversed. You can only cancel a payment if the recipient has not yet enrolled with Zelle.","issues":["fraud","transaction_dispute"],"source":"https://www.zelle.com/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Zelle says qualifying impostor scams may be eligible for reimbursement.","issues":["fraud"],"source":"https://www.zelle.com/faq","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"A Zelle payment someone made from your account without permission is reported to your bank or credit union, which handles the claim.","evidence":["bank statement with the Zelle payment","date","amount","recipient"],"steps":[{"do":"Call your bank or credit union at the number on the back of your debit card. Say the Zelle payment was unauthorized (someone else accessed your account)."},{"do":"Change your online banking password and confirm the claim and its number in writing."},{"do":"If the bank does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Zelle says unauthorized payments, where someone accessed your account without permission, typically qualify for reimbursement.","issues":["unauthorized_charge"],"source":"https://www.zelle.com/support/report-scam","last_verified":"2026-10-12"},{"kind":"contact","claim":"Zelle directs users with issues in their bank's app or online banking to contact the number on the back of their debit card.","issues":["unauthorized_charge","fraud","transaction_dispute"],"source":"https://www.zelle.com/support/contact-support","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"On October 31, 2024 Zelle announced it was phasing out the ability to enroll and transact in its standalone app, and told standalone users they had until March 2025 to re-enroll at a bank or credit union.","source":"https://www.zelle.com/blog/were-evolving-how-consumers-send-money-zelle","last_verified":"2026-10-12"}],"known_blockers":["Zelle does not take disputes; the claim must be filed by the account holder with their own bank or credit union, usually by phone.","Zelle payments cannot be reversed once the recipient is enrolled, so a refund depends on the bank's claim decision."]},{"id":"aliexpress","name":"AliExpress","aliases":["aliexpress.com","ali express","aliexpress choice"],"sector":"retail","parent":"Alibaba Group","website":"https://www.aliexpress.com","official_domains":["aliexpress.com"],"regulators":["ftc"],"notes":"AliExpress is a marketplace; its privacy policy describes the platform as a service that \"connects and facilitates sales and purchases between business sellers\" and buyers, so most items are sold by third-party sellers. Under the privacy policy (effective July 30, 2026), buyers in the United States contract with AliExpress E-Commerce One Pte. Ltd. (Singapore). AliExpress help-center pages load their text with scripts and could not be read by automated fetches on 2026-10-13. No official AliExpress page on phishing or off-platform payment scams was read; AliExpress-hosted \"wiki\" articles found in search are not official policy and are not used here.","channels":[{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"},{"id":"privacy-portal","type":"portal","label":"AliExpress privacy rights requests","value":"https://privacy.aliexpress.com/","purposes":["privacy_request"],"source":"https://terms.alicdn.com/legal-agreement/terms/suit_bu1_aliexpress/suit_bu1_aliexpress201909171350_82407.html","last_verified":"2026-10-13"},{"id":"privacy-email","type":"email","label":"AliExpress Data Protection Officer","value":"DataProtection.AE@aliexpress.com","purposes":["privacy_request"],"source":"https://terms.alicdn.com/legal-agreement/terms/suit_bu1_aliexpress/suit_bu1_aliexpress201909171350_82407.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"buyer-protection"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Contact the seller first, then file a Return/refund request on the order within 15 days of receipt; AliExpress refunds after the return passes warehouse quality control.","evidence":["order number","photos or video of the item","the listing's description and photos","chat with the seller"],"steps":[{"do":"Contact the seller through the order first."},{"do":"If the seller does not fix it, open My orders, then the order detail, then Return/refund, within 15 days of receipt.","channel":"buyer-protection"},{"do":"Choose the refund destination; the original payment method or the AliExpress fast refund-bonus (conditions apply)."},{"do":"Keep every payment and message on AliExpress. If AliExpress does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Buyer Protection covers an order that \"doesn't match the item descriptions or photos or arrived damaged/shortage\", within 15 days. \"You can enjoy our Free Return service within 15 days of receipt of delivery.\" For change-of-mind returns the buyer pays return shipping.","issues":["refund_request","damaged_item"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"},{"kind":"process","claim":"\"You will be fully refunded as soon as the quality control has been completed at the warehouse.\" The page states no number of days. Refunds go to the original payment method or to the AliExpress fast refund-bonus (conditions apply).","issues":["refund_request"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Report a damaged, short or not-as-described order within 15 days of receipt through Return/refund on the order.","evidence":["order number","photos or video of the damage and packaging"],"steps":[{"do":"Contact the seller first, then file a Return/refund request on the order within 15 days of receipt.","channel":"buyer-protection"},{"do":"If AliExpress does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"An order that \"arrived damaged/shortage\" is covered by Buyer Protection within 15 days.","issues":["damaged_item"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}]},{"issue":"lost_package","summary":"An item that did not arrive or was lost within the guaranteed delivery window shown on the order detail page is covered by Buyer Protection.","evidence":["order number","guaranteed delivery date from the order detail page","tracking history"],"steps":[{"do":"Check the guaranteed delivery window on the order detail page."},{"do":"If the item has not arrived within that window, contact the seller, then file a Return/refund request on the order.","channel":"buyer-protection"},{"do":"If AliExpress does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Buyer Protection covers an order when \"Your item didn't arrive or was lost in transit within the guaranteed delivery window in order detailed page\".","issues":["lost_package","late_delivery"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}]}],"known_blockers":["Return/refund requests are filed from the signed-in order page; AliExpress help-center pages need a full browser to load."]},{"id":"amazon","name":"Amazon","aliases":["amazon.com","amazon prime","prime","amazon marketplace","amzn"],"sector":"retail","also_sectors":["subscription"],"parent":"Amazon.com, Inc.","website":"https://www.amazon.com","official_domains":["amazon.com","aboutamazon.com"],"security":{"never_asks":[{"kind":"policy","claim":"Amazon says it will never ask you to share your password or account sign-in one-time password (OTP), and will never ask you to verify account information or log in through a link sent by email.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will never ask you to buy a gift card, does not take payment over the phone or by email, and will not ask for payment for customer service support.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Amazon says it will not ask you to download or install software to reach customer service, or to give remote access to your device.","source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake order confirmations, shipping notices, refund offers, membership renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". Check orders and messages in the Amazon app or website, not through the link or number in the message.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake Amazon customer service accounts on social media. Amazon says its customer service will never ask you to click external links, move to private messages or give personal information through social media.","source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Amazon as the No. 2 most impersonated organization or brand in 2025, with 1,361 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-tool","type":"portal","label":"Report suspicious correspondence that claims to be from Amazon (self-service tool for customers)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GRGRY7AQ3LMPXVCV","purposes":["fraud"],"source":"https://trustworthyshopping.aboutamazon.com/amazon-scam-trends","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a suspected Amazon impersonation scam (for people who are not Amazon customers)","value":"reportascam@amazon.com","purposes":["fraud"],"source":"https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Amazon sells its own stock and third-party sellers' stock on the same site. Returns and missing-item claims for third-party orders go to the seller first, then to the A-to-z Guarantee. In September 2025 Amazon settled the FTC's Prime enrollment and cancellation case ($2.5 billion); refunds under that settlement are automatic through April 2027. Amazon blocks automated fetches of its help pages; values below come from Amazon search results and aboutamazon.com.","channels":[{"id":"customer-service-phone","type":"phone","label":"Amazon customer service","value":"+1-888-280-4331","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"The number is in the page description of Amazon's Help & Contact Us page (\"call customer service phone number at 1-888-280-4331\"); the same description mentions online chat. The number was not in the visible page text on 2026-10-12.","source":"https://www.amazon.com/hz/contact-us/foresight/hubgateway/","last_verified":"2026-10-12"},{"id":"help-contact","type":"chat","label":"Help & Contact Us (online chat and callback)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=508510","last_verified":"2026-10-12"},{"id":"returns-center","type":"portal","label":"Return items you ordered (start from Your Orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","purposes":["refund_request","damaged_item"],"access":"login","notes":"Go to Your Orders, choose the item, select the return option, pick a reason, refund or replacement, and a return method. Gift recipients use the 17-digit order number from the packing slip or digital gift receipt.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"id":"replace-damaged-item","type":"portal","label":"Replace a damaged, defective, or broken item","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","purposes":["damaged_item"],"access":"login","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GP7Z9RS868ZP5J9F","last_verified":"2026-10-12"},{"id":"a-to-z-claim","type":"portal","label":"A-to-z Guarantee claim (third-party seller orders)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","purposes":["lost_package","damaged_item","refund_request"],"access":"login","notes":"The claim is filed from the order in Your Orders. Status is on the A-to-z claim status help page (nodeId=GX8W2A9JG23YBY9W).","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"id":"prime-cancel","type":"portal","label":"How to cancel Amazon Prime (links to the cancel flow)","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","purposes":["cancel_service"],"access":"login","notes":"Path for direct sign-ups: Your Memberships and Subscriptions, select the subscription, Manage Subscription, then Cancel Subscription under Advanced Controls. A Prime membership bought through a third party (for example Google Play) must be cancelled there.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE","last_verified":"2026-10-12"},{"id":"report-suspicious","type":"portal","label":"Report suspicious activity","value":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","purposes":["unauthorized_charge","account_access"],"access":"login","notes":"From the Customer Service page select \"Report Something Suspicious\". Use \"Identify an Amazon Charge\" (nodeId=GSNBBJP63SM65UDB) first to match the charge to an order or subscription.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo","last_verified":"2026-10-12"},{"id":"ftc-prime-refund-administrator","type":"phone","label":"FTC v. Amazon Prime settlement refund administrator","value":"+1-888-999-8094","purposes":["cancel_service","refund_request"],"notes":"For the 2025 FTC Prime settlement only. Website www.SubscriptionMembershipSettlement.com. No claim is needed; payments are automatic.","source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","note":"Conditions of Use require a Notice of Dispute through Amazon's claim form and 60 days of negotiation before arbitration."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Start the return from Your Orders within the return window; the refund follows Amazon's receipt and processing of the item.","evidence":["order number","return authorization or QR code","drop-off receipt or tracking number"],"steps":[{"do":"Open Your Orders, select the item, and start the return. Choose refund or replacement and a drop-off method.","channel":"returns-center"},{"do":"Keep the drop-off receipt or tracking number until the refund posts."},{"do":"For a third-party seller order, the seller reviews the request first. If the seller does not respond within 48 hours, or refuses an approved return method, request an A-to-z Guarantee refund.","channel":"a-to-z-claim"},{"do":"If the refund does not post after the item is received, contact customer service by chat or phone.","channel":"help-contact"},{"do":"If Amazon still does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most items can be returned for a refund or replacement within 30 days of delivery, in original or unused condition.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For the 2025 holiday season, most items purchased November 1 through December 31, 2025 could be returned until January 31, 2026; Apple-branded products until January 15, 2026.","issues":["refund_request"],"source":"https://www.aboutamazon.com/news/retail/amazon-holiday-return-policy-2025","last_verified":"2026-10-12"},{"kind":"process","claim":"After Amazon issues a refund, it reaches an Amazon Gift Card balance in 2-3 hours and a credit card in 3-5 business days; a prepaid card can take up to 30 days.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B","last_verified":"2026-10-12"},{"kind":"process","claim":"It can take up to 30 days for Amazon to receive and process a return.","issues":["refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B","last_verified":"2026-10-12"}]},{"issue":"lost_package","summary":"For an Amazon-sold order, ask customer service for a refund or replacement; for a third-party order, contact the seller, then file an A-to-z claim.","evidence":["order number","tracking history","delivery photo if any","messages with the seller"],"steps":[{"do":"Check the tracking page and the delivery location. Confirm the shipping address on the order."},{"do":"For an order sold by Amazon, report the missing package through Help & Contact and ask for a refund or replacement.","channel":"help-contact"},{"do":"For a third-party seller order, contact the seller from Your Orders. If the seller does not resolve it, file an A-to-z Guarantee claim from the order (Problem with order, then the reason, then Request refund).","channel":"a-to-z-claim"},{"do":"If the claim is denied and you were charged, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee.","issues":["lost_package","damaged_item","refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"kind":"policy","claim":"The A-to-z Guarantee covers orders from third-party sellers.","issues":["lost_package","damaged_item"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV","last_verified":"2026-10-12"},{"kind":"process","claim":"If a third-party seller's order is returned as undeliverable and the seller does not resolve it or respond within two business days, you may be eligible for an A-to-z refund.","issues":["lost_package"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GCC7G9HKYQBZT5FX","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Request a replacement or return from Your Orders; third-party seller items go through the seller, then A-to-z.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and the box before you discard anything."},{"do":"Use the replace or return option on the order and select the damaged or defective reason.","channel":"replace-damaged-item"},{"do":"For a third-party seller, if the seller does not offer an approved return method or does not respond within 48 hours, file an A-to-z claim.","channel":"a-to-z-claim"}],"facts":[{"kind":"policy","claim":"For a return to a third-party seller, if the seller does not respond within 48 hours you can request an A-to-z Guarantee refund in some cases, such as no approved return method for a damaged, defective or not-as-described item.","issues":["damaged_item","refund_request"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Prime online from Your Memberships and Subscriptions; refunds depend on benefit use since the last charge.","evidence":["cancellation confirmation screen or email","date of cancellation","card statement with later charges"],"steps":[{"do":"Go to Your Memberships and Subscriptions, select Prime, Manage Subscription, and Cancel Subscription. For a free trial, choose to end the trial and benefits.","channel":"prime-cancel"},{"do":"Save the confirmation screen or email. The cancel flow shows the refund amount before you confirm."},{"do":"If you joined through a third party (for example Google Play), cancel with that provider."},{"do":"Dispute any Prime charge made after the cancellation date with Amazon, then with the card issuer.","channel":"help-contact"},{"do":"If cancellation was blocked, report it to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"If you cancel Prime within 3 business days of signing up or converting from a free trial, Amazon refunds the full fee but may withhold the value of Prime benefits used in that period.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP","last_verified":"2026-10-12"},{"kind":"policy","claim":"After the first 3 business days, Prime is refunded in full only if you and your account made no eligible purchases and used no Prime benefits since the latest membership charge; otherwise the fee is non-refundable except as the Prime Terms state.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP","last_verified":"2026-10-12"},{"kind":"process","claim":"Amazon's cancel help page says paid members who have not used their benefits get a full refund of the current period, processed in three to five business days.","issues":["cancel_service"],"source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GTJQ7QZY7QL2HK4Y","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Under the FTC Prime settlement, eligible U.S. Prime customers (challenged sign-up flow or failed online cancellation between June 23, 2019 and June 23, 2025) get automatic refunds through April 2027; no claim is needed and payments expire 60 days after issue.","issues":["cancel_service"],"source":"https://www.ftc.gov/enforcement/refunds/amazon-refunds","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Match the charge to an order or subscription first; if it is fraud, report it to Amazon and to your card issuer.","evidence":["card statement line","Amazon order history","list of household members with card access"],"steps":[{"do":"Use Identify an Amazon Charge and your order and subscription history to match the charge. Check Prime and Prime Video renewals and other household orders."},{"do":"If it is not yours, report it through Report Something Suspicious and ask for a refund.","channel":"report-suspicious"},{"do":"Tell your card issuer at once and ask for a dispute and a new card if needed."},{"do":"Report fraud to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"}]}],"facts":[{"kind":"process","claim":"Amazon's Conditions of Use require you to contact customer service first, then submit a Notice of Dispute through Amazon's claim form and negotiate for 60 days before arbitration; JAMS administers the arbitration, and small claims court is excepted.","source":"https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM","last_verified":"2026-10-12"}],"known_blockers":["Amazon help pages, Your Orders, A-to-z claims and the Prime cancel flow require the account holder's sign-in.","Amazon help pages block automated fetches (HTTP 503), so an agent may need the person to read the current page."]},{"id":"apple","name":"Apple","aliases":["apple store","apple online store","app store","itunes","applecare","apple account","apple id","apple.com/bill"],"sector":"retail","also_sectors":["subscription"],"parent":"Apple Inc.","website":"https://www.apple.com","account_url":"https://account.apple.com","official_domains":["apple.com","icloud.com"],"security":{"never_asks":[{"kind":"policy","claim":"Apple says it will never ask you to log in to any website or to tap Accept in the two-factor authentication dialog, and will not ask for your Apple Account password, device passcode or two-factor verification code.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple says it will never ask you to disable any security feature on your device or on your account.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that your iCloud account was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a phone number. Close the pop-up; do not call the number.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"Requests to pay someone with Apple Gift Cards. Apple says never to use Apple Gift Cards to pay other people.","source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Apple as the No. 5 most impersonated organization or brand in 2025, with 599 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails (or email a screenshot of a suspicious text) that claim to be from Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"},{"id":"report-facetime-fraud","type":"email","label":"Report a suspicious FaceTime call or link (email a screenshot with the caller's number or email)","value":"reportfacetimefraud@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/102568","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Two separate refund paths. Hardware bought from Apple (Apple Store or apple.com) follows the Sales and Refund Policy. App Store, Apple Media Services and subscription charges billed by Apple (statement descriptor apple.com/bill) are refunded through reportaproblem.apple.com. Products bought from another retailer go back to that retailer.","channels":[{"id":"apple-support-phone","type":"phone","label":"Apple Support (United States), including AppleCare","value":"+1-800-275-2273","purposes":["warranty_claim","unauthorized_charge","cancel_service","account_access"],"notes":"Apple says the numbers may work only when dialed inside the country and are subject to change.","source":"https://support.apple.com/en-us/106932","last_verified":"2026-10-12"},{"id":"apple-store-phone","type":"phone","label":"Apple Online Store sales, order status and price adjustments (1-800-MY-APPLE)","value":"+1-800-692-7753","purposes":["refund_request","damaged_item","lost_package"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"},{"id":"get-support","type":"chat","label":"Get Support (chat, call back or repair booking by product or topic)","value":"https://getsupport.apple.com","purposes":["warranty_claim","refund_request","damaged_item","lost_package","account_access"],"notes":"Purchases and sales support (order status, Trade In, AppleCare): https://getsupport.apple.com/?caller=cups&PGF=PGF63006&category_id=SC0339","source":"https://support.apple.com/en-us/contact","last_verified":"2026-10-12"},{"id":"report-a-problem","type":"portal","label":"Report a Problem (refunds for App Store, iTunes, Apple Books and Apple subscriptions)","value":"https://reportaproblem.apple.com","purposes":["refund_request","unauthorized_charge","cancel_service"],"access":"login","source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"},{"id":"subscriptions","type":"portal","label":"Apple Account subscriptions (cancel)","value":"https://account.apple.com/account/manage/section/subscriptions","purposes":["cancel_service"],"access":"login","notes":"On iPhone, Settings, your name, Subscriptions. On Mac, App Store, your name, Subscriptions.","source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"},{"id":"returns-and-refunds","type":"portal","label":"Apple Store returns and refunds","value":"https://www.apple.com/shop/help/returns_refund","purposes":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/help/returns_refund","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Apple corporate address","value":"Apple, One Apple Park Way, Cupertino, CA 95014","purposes":["poor_service"],"source":"https://www.apple.com/contact/","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Apple corporate main line","value":"+1-408-996-1010","source":"https://www.apple.com/contact/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"get-support"},{"rung":"supervisor","channel":"apple-support-phone"},{"rung":"written_complaint","channel":"corporate-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Hardware from Apple has a 14-day return window; App Store and subscription charges are refunded through Report a Problem.","evidence":["order number or receipt","date you received the product","Apple receipt email for digital purchases"],"steps":[{"do":"For hardware, return it within 14 days of receipt with the receipt, in original condition with all parts and packaging, at an Apple Store. The Returns & Refunds page explains returns of online orders.","channel":"returns-and-refunds"},{"do":"For an app, in-app purchase or subscription billed by Apple, sign in to reportaproblem.apple.com, choose \"I'd like to\", then \"Request a refund\", pick a reason and the item, and submit.","channel":"report-a-problem"},{"do":"Wait 24 to 48 hours for a decision on a Report a Problem request."},{"do":"If Apple refuses or does not pay, call Apple, then dispute the charge with your card issuer.","channel":"apple-support-phone"}],"facts":[{"kind":"deadline","claim":"Apple accepts returns of products bought from Apple within 14 days of the date you receive the product, with a receipt and the product in original condition.","issues":["refund_request","damaged_item"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved returns or exchanges are issued within 10 business days; cash or cash-equivalent returns over $750 are refunded by check mailed within 10 business days.","issues":["refund_request"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"If Apple reduces its price within 14 calendar days of the date you receive the product, you can ask an Apple Store or 1-800-MY-APPLE for a refund or credit of the difference; limited-time sales events such as Black Friday are excluded, and the limit is 10 units.","issues":["refund_request"],"source":"https://www.apple.com/shop/open/salespolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"After a Report a Problem refund request, Apple says to wait 24 to 48 hours for an update.","issues":["refund_request"],"source":"https://support.apple.com/en-us/118223","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Apple-billed subscriptions in Apple Account settings; cancel AppleCare in AppleCare & Warranty or Subscriptions.","evidence":["Apple receipt email","subscription name","cancellation confirmation or expiration notice"],"steps":[{"do":"On iPhone open Settings, tap your name, then Subscriptions, select the subscription and tap Cancel Subscription. On the web sign in at account.apple.com.","channel":"subscriptions"},{"do":"If no Cancel button appears, or an expiration message is shown in red, the subscription is already cancelled."},{"do":"If there is no Apple receipt, the subscription is billed by another company (for example a carrier). Contact that company."},{"do":"To get money back for a recent renewal, request a refund through Report a Problem.","channel":"report-a-problem"},{"do":"For AppleCare billed monthly or yearly, cancel in Settings, General, AppleCare & Warranty, or in Subscriptions. For a plan paid upfront through a carrier or reseller in the last 30 days, contact the seller.","channel":"subscriptions"}],"facts":[{"kind":"deadline","claim":"To avoid renewal after a free trial, cancel at least 24 hours before the trial ends.","issues":["cancel_service"],"source":"https://support.apple.com/en-us/118428","last_verified":"2026-10-12"},{"kind":"policy","claim":"When an AppleCare plan is replaced by an upgrade, the refund is based on the percentage of unexpired coverage; plans paid upfront are refunded as an Apple Gift Card.","issues":["cancel_service"],"source":"https://support.apple.com/en-us/118218","last_verified":"2026-10-12"}]},{"issue":"warranty_claim","summary":"Book service or a claim through Apple Support; Theft and Loss claims start with Apple and finish with the insurer.","evidence":["serial number","AppleCare agreement number","proof of purchase","description of the fault"],"steps":[{"do":"Check coverage at checkcoverage.apple.com and note the agreement number."},{"do":"Book a repair or start a claim through Get Support or by phone.","channel":"get-support"},{"do":"For AppleCare+ Theft and Loss on iPhone, mark the device as lost in Find My, start the claim online with Apple, and finish it on the insurer's website. Do not remove the device from your account until the claim is approved.","channel":"get-support"}],"facts":[{"kind":"process","claim":"In the U.S., Theft and Loss claims for AppleCare plans bought before September 15, 2020 go to Assurant, and for plans bought on or after that date to AIG.","issues":["warranty_claim"],"source":"https://support.apple.com/en-us/108053","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Look up apple.com/bill charges in Report a Problem before you call it fraud.","evidence":["statement line with apple.com/bill","amount and date","Apple receipt emails"],"steps":[{"do":"Sign in at reportaproblem.apple.com and search for the amount. Apple may group several purchases into one charge. Ask Family Sharing members if they bought it.","channel":"report-a-problem"},{"do":"If the charge is a purchase you did not make, request a refund there and cancel any recurring subscription.","channel":"report-a-problem"},{"do":"If someone else may use your Apple Account, change the password. If the card itself is compromised, ask the card issuer for a new card and a dispute."}],"facts":[{"kind":"policy","claim":"A charge from apple.com/bill can be for apps, subscriptions, music, movies or other Apple purchases, and Apple might group several purchases into one bill.","issues":["unauthorized_charge","billing_error"],"source":"https://support.apple.com/en-us/120164","last_verified":"2026-10-12"}]}],"known_blockers":["Report a Problem, subscription cancellation and AppleCare lookups need the Apple Account holder's sign-in.","Apple Support phone numbers may work only when dialed from inside the United States."]},{"id":"best-buy","name":"Best Buy","aliases":["bestbuy.com","best buy co","geek squad","my best buy plus","my best buy total"],"sector":"retail","also_sectors":["subscription"],"parent":"Best Buy Co., Inc.","website":"https://www.bestbuy.com","account_url":"https://www.bestbuy.com/profile/ss/orderlookup","official_domains":["bestbuy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Best Buy says that most legitimate companies, including Best Buy, will never request personal information through an email that asks you to \"verify\" your details.","source":"https://www.bestbuy.com/site/privacy-policy/protect-yourself/pcmcat266100050002.c?id=pcmcat266100050002","last_verified":"2026-10-12"},{"kind":"policy","claim":"Best Buy says it generally does not make unsolicited calls to customers, so treat an unexpected call that claims to be from Best Buy or Geek Squad with suspicion.","source":"https://www.bestbuy.com/site/privacy-policy/protect-yourself/pcmcat266100050002.c?id=pcmcat266100050002","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake Geek Squad membership renewal notices. Best Buy shows one as an example of a phishing scam.","source":"https://www.bestbuy.com/site/privacy-policy/protect-yourself/pcmcat266100050002.c?id=pcmcat266100050002","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-email","type":"email","label":"Report suspected scams that use Best Buy or Geek Squad offers","value":"abuse@BestBuy.com","purposes":["fraud"],"source":"https://www.bestbuy.com/site/privacy-policy/protect-yourself/pcmcat266100050002.c?id=pcmcat266100050002","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"My Best Buy Plus and Total are paid yearly memberships that lengthen the return window. Geek Squad Protection plans have their own claim and cancellation lines. Marketplace items are excluded from member return windows.","channels":[{"id":"customer-service-phone","type":"phone","label":"Best Buy customer service (1-888-BEST BUY)","value":"+1-888-237-8289","purposes":["refund_request","lost_package","damaged_item","cancel_service","billing_error"],"notes":"Also the number for major appliance problems after delivery, membership cancellation and BestBuy.com price match requests.","source":"https://www.bestbuy.com/contact-us","last_verified":"2026-10-12"},{"id":"contact-chat","type":"chat","label":"Best Buy contact page (\"Chat now\")","value":"https://www.bestbuy.com/contact-us","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://www.bestbuy.com/contact-us","last_verified":"2026-10-12"},{"id":"order-status","type":"portal","label":"Check order status","value":"https://www.bestbuy.com/profile/ss/orderlookup","purposes":["lost_package","refund_request"],"source":"https://www.bestbuy.com/contact-us","last_verified":"2026-10-12"},{"id":"plans-and-subscriptions","type":"portal","label":"Plans and Subscriptions (memberships and protection plans)","value":"https://www.bestbuy.com/services/planlist","purposes":["cancel_service","warranty_claim"],"access":"login","source":"https://www.bestbuy.com/site/electronics/services/pcmcat1528819595254.c?id=pcmcat1528819595254","last_verified":"2026-10-12"},{"id":"geek-squad-phone","type":"phone","label":"Geek Squad Protection service, claims and plan cancellation","value":"+1-800-433-5778","purposes":["warranty_claim","cancel_service"],"source":"https://www.bestbuy.com/site/geek-squad-protection/geek-squad-protection-faqs/pcmcat748302045943.c?id=pcmcat748302045943","last_verified":"2026-10-12"},{"id":"geek-squad-lost-stolen-phone","type":"phone","label":"Geek Squad Protection lost or stolen cell phone claims","value":"+1-866-205-4388","purposes":["warranty_claim"],"source":"https://www.bestbuy.com/site/geek-squad-protection/geek-squad-protection-faqs/pcmcat748302045943.c?id=pcmcat748302045943","last_verified":"2026-10-12"},{"id":"service-triage","type":"web_form","label":"Schedule service or repair, or start a lost/stolen phone claim","value":"https://www.bestbuy.com/service-triage/home","purposes":["warranty_claim"],"access":"login","source":"https://www.bestbuy.com/site/geek-squad-protection/geek-squad-protection-faqs/pcmcat748302045943.c?id=pcmcat748302045943","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of dispute and arbitration opt-out (Best Buy registered agent)","value":"Best Buy, CT Corporation System, Inc., 1010 Dale Street North, St. Paul, MN 55117-5603","purposes":["refund_request","poor_service"],"notes":"The notice may also be emailed to Arbitration@BestBuy.com. It must be personally signed.","source":"https://www.bestbuy.com/site/help-topics/terms-and-conditions/pcmcat204400050067.c?id=pcmcat204400050067","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-chat"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"arbitration-notice"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Standard customers have 15 days, paid members 60 days, activatable devices 14 days; some categories carry a restocking fee.","evidence":["receipt or order number","payment card","item with all accessories"],"steps":[{"do":"Check the window for your membership tier and product category."},{"do":"Return the item to a store or by mail with the receipt or order number. Do not ship a major appliance back.","channel":"order-status"},{"do":"If Best Buy lowers its own price during your return period, ask for a price match instead of returning.","channel":"customer-service-phone"},{"do":"If the refund does not post, contact customer service, then dispute the charge with your card issuer.","channel":"contact-chat"}],"facts":[{"kind":"deadline","claim":"Most products have a 15-day return window for standard customers and a 60-day window for My Best Buy Plus and Total members; activatable devices have 14 days for all, and Verizon activatable devices 30 days.","issues":["refund_request"],"source":"https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800050014","last_verified":"2026-10-12"},{"kind":"fee","claim":"Restocking fee of $45 for activatable devices (not prepaid phones) and 15% of the price for drones, digital cameras, lenses, camcorders, projectors and some other categories; no fee if the product is unopened or bought in AL, CO, HI, IA, MS, OH, OK or SC.","issues":["refund_request"],"source":"https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800050014","last_verified":"2026-10-12"},{"kind":"process","claim":"Mailed returns are processed within 7-10 business days and the bank may take up to 10 more days; cash over $800, or check or debit over $250 without a card logo, is refunded by check within 10 business days.","issues":["refund_request"],"source":"https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800050014","last_verified":"2026-10-12"},{"kind":"policy","claim":"Best Buy matches qualified competitors' current prices for new, immediately available items, and matches its own lower price during the return period; competitor offers from the Thursday before Thanksgiving through the Monday after are excluded.","issues":["refund_request"],"source":"https://www.bestbuy.com/site/help-topics/price-match-guarantee/pcmcat290300050002.c?id=pcmcat290300050002","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Inspect major appliances at delivery and refuse a damaged one; after acceptance, call 1-888-BEST BUY, not the store.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Inspect a major appliance before you accept delivery. Refuse delivery if there is a problem."},{"do":"If you find a problem after you accepted delivery, call customer service at once.","channel":"customer-service-phone"},{"do":"For other items, return or exchange within your return window."},{"do":"After the return window, use the protection plan or the manufacturer warranty.","channel":"geek-squad-phone"}]},{"issue":"cancel_service","summary":"Cancel My Best Buy Plus or Total online or by phone; full refund minus used benefits within 60 days.","evidence":["membership start or renewal date","cancellation confirmation","card statement"],"steps":[{"do":"Cancel on the Plans and Subscriptions page or by calling 1-888-BEST BUY.","channel":"plans-and-subscriptions"},{"do":"Save the confirmation. Cancel before the renewal date to avoid the yearly charge."},{"do":"To cancel a Geek Squad Protection plan, chat with an agent, call, or visit a store.","channel":"geek-squad-phone"},{"do":"Dispute any renewal charged after you cancelled with Best Buy, then your card issuer.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"If you cancel My Best Buy Plus or Total within 60 days of purchase or renewal, you get a full refund of the yearly fee minus the value of discounts or benefits used this term; after 60 days the refund is prorated for unused days, minus benefits used.","issues":["cancel_service","refund_request"],"source":"https://www.bestbuy.com/site/best-buy-membership/best-buy-membership-faqs/pcmcat1630361388557.c?id=pcmcat1630361388557","last_verified":"2026-10-12"},{"kind":"fee","claim":"My Best Buy Plus renews at $29.99 per year and Total at $199.99 per year, plus tax, or the then-current price, until cancelled.","issues":["cancel_service","bill_increase"],"source":"https://www.bestbuy.com/site/electronics/best-buy-membership/pcmcat1679668833285.c?id=pcmcat1679668833285","last_verified":"2026-10-12"}]},{"issue":"warranty_claim","summary":"Book Geek Squad Protection service online or by phone; lost or stolen phones have a separate claim line.","evidence":["plan number from Plans and Subscriptions","receipt","serial number","description of the fault"],"steps":[{"do":"Find the plan number on the Plans and Subscriptions page.","channel":"plans-and-subscriptions"},{"do":"Schedule repair online or call Geek Squad. Large appliances, networking, home theater and TVs 42 inches and larger get in-home service; smaller items go to a store.","channel":"service-triage"},{"do":"For a lost or stolen cell phone, start the claim online or call the lost/stolen line.","channel":"geek-squad-lost-stolen-phone"},{"do":"If the manufacturer replaces the product, give Best Buy the new serial number so the plan still applies."}]}],"facts":[{"kind":"process","claim":"Best Buy's terms (last updated September 25, 2026) require a signed notice of dispute and 60 days of informal resolution before arbitration; claims within small claims limits must be heard in small claims court.","source":"https://www.bestbuy.com/site/help-topics/terms-and-conditions/pcmcat204400050067.c?id=pcmcat204400050067","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You can reject a future change to Best Buy's arbitration agreement within 30 days of the change by a signed notice to the CT Corporation address.","source":"https://www.bestbuy.com/site/help-topics/terms-and-conditions/pcmcat204400050067.c?id=pcmcat204400050067","last_verified":"2026-10-12"}],"known_blockers":["Membership and protection plan management need the customer's Best Buy sign-in.","Online chat price match requests must be made by the purchaser."]},{"id":"bjs-wholesale","name":"BJ's Wholesale Club","aliases":["bj's","bjs","bjs.com","bj's wholesale","bjs wholesale club","bj's membership","bj's easy renewal"],"sector":"retail","also_sectors":["subscription"],"website":"https://www.bjs.com","official_domains":["bjs.com"],"regulators":["ftc"],"notes":"BJ's is a paid-membership warehouse club. Membership auto-renews each year through Easy Renewal. On 2026-10-13 bjs.com and help.bjs.com returned HTTP 403 to automated fetches, so every value in this file was read from search-result text of the named BJ's pages, not from the pages themselves. Recheck before relying on them. No BJ's page on phishing or impersonation scams was read.","channels":[{"id":"member-care-phone","type":"phone","label":"BJ's Member Care (800-BJS-CLUB)","value":"+1-800-257-2582","hours":"Mon-Fri 8am-7pm, Sat 8am-6pm, Sun 12pm-6pm ET","purposes":["cancel_service","refund_request","damaged_item","lost_package","billing_error","unauthorized_charge"],"notes":"Read from search-result text of the BJ's Help Center on 2026-10-13; the site blocked automated fetches. Have the membership number ready.","source":"https://help.bjs.com/hc/en-us","last_verified":"2026-10-13"},{"id":"help-chat","type":"chat","label":"BJ's online help and chat","value":"https://www.bjs.com/help","purposes":["cancel_service","refund_request","damaged_item","lost_package"],"notes":"Read from search-result text of the BJ's cancellation article on 2026-10-13; the site blocked automated fetches.","source":"https://www.bjs.com/help/how-do-i-cancel-my-membership-/","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"BJ's Customer Care email","value":"CustomerCare@bjs.com","purposes":["cancel_service","refund_request"],"notes":"Read from search-result text of the BJ's cancellation article on 2026-10-13; the site blocked automated fetches.","source":"https://www.bjs.com/help/how-do-i-cancel-my-membership-/","last_verified":"2026-10-13"},{"id":"membership-mail","type":"mail","label":"Cancel membership by mail","value":"BJ's Wholesale Club, Inc., Attn. Membership, P.O. Box 9157, Marlborough, MA 01752","purposes":["cancel_service","refund_request"],"notes":"Read from search-result text of the BJ's money-back guarantee article on 2026-10-13; the site blocked automated fetches.","source":"https://help.bjs.com/hc/en-us/articles/26709903274004-What-is-BJ-s-membership-money-back-guarantee","last_verified":"2026-10-13"},{"id":"member-services-desk","type":"in_person","label":"Member services desk at any BJ's club","value":"Any BJ's Wholesale Club location, member services desk","purposes":["cancel_service","refund_request","damaged_item"],"notes":"Read from search-result text on 2026-10-13; the site blocked automated fetches.","source":"https://help.bjs.com/hc/en-us/articles/26709903274004-What-is-BJ-s-membership-money-back-guarantee","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-care-phone"},{"rung":"supervisor","channel":"member-services-desk"},{"rung":"written_complaint","channel":"customer-care-email"},{"rung":"payment_dispute","note":"Card dispute for a membership charge after a cancellation."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel at a club, by phone, chat, email or mail and ask for the current-period fee refund (first cancellation only); turning off Easy Renewal is separate and should be done at least 3 business days before the renewal billing date.","evidence":["membership number","renewal billing date and amount","cancellation confirmation"],"steps":[{"do":"Cancel at the member services desk, by calling 800-BJS-CLUB, through chat, by email or by mail, and ask for a refund of the fees paid for the current membership period.","channel":"member-care-phone"},{"do":"To stop only the next renewal, opt out of Easy Renewal at the member services desk, on BJs.com, or by phone. This does not cancel the membership.","channel":"member-services-desk"},{"do":"Do either at least 3 business days before the renewal billing date."},{"do":"Dispute any renewal charge made after a confirmed cancellation with your card issuer."}],"facts":[{"kind":"policy","claim":"A dissatisfied primary member can cancel at any time and get a refund of the fees paid for the current membership period. Refunds are not paid for second or subsequent cancellations; upgrade and add-on fees are not refunded; cancelling forfeits all rewards balances. Read from search-result text on 2026-10-13; the page blocked automated fetches.","issues":["cancel_service","refund_request"],"source":"https://help.bjs.com/hc/en-us/articles/26709903274004-What-is-BJ-s-membership-money-back-guarantee","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"Complete the cancellation at least 3 business days prior to your renewal billing date to ensure that you are not charged.\" Turning off Easy Renewal is separate from cancelling the membership. Read from search-result text on 2026-10-13; the page blocked automated fetches.","issues":["cancel_service"],"source":"https://help.bjs.com/hc/en-us/articles/26709012696596-How-do-I-opt-out-of-Easy-Renewal","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Most items within 365 days in new condition with accessories, electronics within 90 days, with proof of purchase; refunds go to the original form of payment.","evidence":["membership card","receipt or order number","the item with all accessories"],"steps":[{"do":"Return the item with proof of purchase at the member services desk of any club, or contact Member Care for an online order.","channel":"member-services-desk"},{"do":"For a membership fee refund, use the cancel_service steps.","channel":"member-care-phone"},{"do":"If BJ's refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"\"BJ's accepts returns on most items within 365 days of purchase, unless otherwise specified. Items must be returned in new condition with all accessories intact.\" Electronics have a 90-day window; Final Sale items are non-refundable. Read from search-result text on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://www.bjs.com/info/returns/","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"All returns require proof of purchase.\" \"All refunds are issued to the original form of payment.\" Read from search-result text on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://www.bjs.com/info/returns/","last_verified":"2026-10-13"}]}],"known_blockers":["bjs.com and help.bjs.com block automated fetches (HTTP 403); online cancellation and Easy Renewal changes need the member's sign-in."]},{"id":"chewy","name":"Chewy","aliases":["chewy.com","chewy autoship","chewy+","chewy plus","chewy pharmacy"],"sector":"retail","also_sectors":["subscription"],"website":"https://www.chewy.com","account_url":"https://www.chewy.com/app/login","official_domains":["chewy.com"],"regulators":["ftc"],"notes":"Chewy is an online pet retailer with two recurring programs: Autoship (repeat deliveries) and Chewy+ (a paid membership). Chewy's Terms of Use (last updated July 1, 2026) require binding individual arbitration administered by the American Arbitration Association, with a small-claims carve-out and at least 60 days' written notice before filing. Chewy's help pages load their text with scripts and could not be read by automated fetches on 2026-10-13; return-policy values below come from search-result text and are marked as such. No Chewy page on phishing or impersonation scams was found.","channels":[{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"},{"id":"account","type":"portal","label":"Chewy account (Your Account; Autoship Manager and Chewy+ membership)","value":"https://www.chewy.com/app/login","purposes":["cancel_service","refund_request"],"access":"login","source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"id":"legal-email","type":"email","label":"Chewy Legal (questions about the Terms of Use, including your legal relationship with Chewy)","value":"legal@chewy.com","notes":"Mail: Chewy Legal, 7700 West Sunrise Boulevard, Plantation, Florida 33322.","source":"https://www.chewy.com/app/content/terms","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Chewy accepts returns within 365 days for a complete refund and pays return shipping; prescription medications are excluded unless wrong or damaged.","evidence":["order number","the item in the condition received","photos if damaged"],"steps":[{"do":"Call Chewy customer service (24/7) to start a return or ask for a refund.","channel":"customer-service-phone"},{"do":"If Chewy refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Chewy accepts returns within 365 days of the sale date for a complete refund and pays the return shipping, if the product is not used or expired and is in the condition received. Read from search-result text of Chewy's Return Policy page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"},{"kind":"limit","claim":"Chewy does not accept returns or replacements on prescription medications unless the medication is wrong or damaged, in which case it exchanges or refunds case by case. Read from search-result text of Chewy's Return Policy page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Contact Chewy customer care promptly for a refund or a replacement.","evidence":["order number","photos of the item and box"],"steps":[{"do":"Call Chewy customer service and ask for a refund or a replacement at no extra cost.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"For items damaged in delivery, contact Customer Care promptly; Chewy will issue a refund or send a replacement at no additional cost. Read from search-result text of Chewy's help pages on 2026-10-13; the pages blocked automated fetches.","issues":["damaged_item"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"Cancel Autoship in Autoship Manager or by phone at any time; end Chewy+ in your account or by phone, with access to the end of the paid term.","evidence":["account email","Autoship order or Chewy+ charge date","cancellation confirmation"],"steps":[{"do":"For Autoship, cancel in Autoship Manager in Your Account, or call customer service. Edit or cancel before 12:00 AM on the day before the ship date, because the order is authorized about 24 hours before shipping.","channel":"account"},{"do":"For Chewy+, end the membership in your account or by calling customer service, before the next charge.","channel":"customer-service-phone"},{"do":"If you end Chewy+ within 3 business days of signing up or of converting from a free trial, ask for the full fee refund."},{"do":"Dispute any charge made after a confirmed cancellation with your card issuer."}],"facts":[{"kind":"policy","claim":"\"You can cancel at any time via Autoship Manager, which can be found in Your Account\" or \"by calling Customer Service at 800-672-4399.\" (Autoship Terms, last updated September 24, 2026.)","issues":["cancel_service"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"up to 72 hours prior to the ship date selected by you, you will receive a pre-shipment email notification\"; you can edit or cancel until the window \"ending 12:00 AM the day preceding your designated ship date.\" \"Approximately 24 hours prior to your designated ship date, your order will be authorized.\" \"You will not be charged until your order ships.\"","issues":["cancel_service","unauthorized_charge"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Autoship price is \"the price of that item as stated in the pre-shipment email notification you receive or lower\"; \"Chewy will not change the price of your next shipment once you have authorized an order.\"","issues":["bill_increase"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"You may end your Chewy+ membership by visiting your account or calling Customer Service at 1-800-672-4399.\" After ending, \"you can continue to use your Chewy+ membership until the end of your paid membership term.\" (Chewy+ Terms, last updated 10/5/26.)","issues":["cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chewy+ renews automatically \"UNLESS YOU NOTIFY US BEFORE A CHARGE THAT YOU DO NOT WANT TO AUTO RENEW\", charging the then-applicable fee to a payment method on file. Chewy may change member fees, benefits and terms \"at any time without notice.\"","issues":["cancel_service","bill_increase"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A full Chewy+ fee refund is due if you end the membership within 3 business days of converting from a free trial; later, only if no eligible purchases or benefits were used since the last charge.","evidence":["date of the trial conversion charge","date you ended the membership","list of orders since the charge"],"steps":[{"do":"End Chewy+ in your account or by phone within 3 business days of the conversion charge, and ask for the full membership fee refund to the original payment method.","channel":"customer-service-phone"},{"do":"If the refund is refused while you meet the terms, quote the Chewy+ Terms and then dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"\"If you end within 3 business days of signing up for or converting from a free trial to a paid membership\", Chewy \"will refund your full membership fee on the original method of the payment\", but may withhold the value of benefits used in those 3 business days if that value is less than the fee.","issues":["free_trial_conversion","refund_request","cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"At other times, Chewy \"will refund your full membership fee only if you and your account did not make any eligible purchases\" and did not use Chewy+ benefits since your latest Chewy+ membership charge.","issues":["free_trial_conversion","refund_request","cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"}]}],"known_blockers":["Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative."]},{"id":"costco","name":"Costco","aliases":["costco wholesale","costco.com","costco membership","costco executive membership","kirkland signature"],"sector":"retail","also_sectors":["subscription"],"parent":"Costco Wholesale Corporation","website":"https://www.costco.com","account_url":"https://www.costco.com/OrderStatusCmd","official_domains":["costco.com"],"security":{"never_asks":[{"kind":"policy","claim":"Costco says unsolicited electronic communications from Costco do not ask for personal information such as your username, password, credit card information, birth date or Social Security number.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco says its emails come from a costco.com domain; Digital Costco Shop Cards come from costco@digitalshopcard.costco.com.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Costco's list of currently known scams (published 09/11/2026) includes fake surveys and giveaways, \"Costco Membership Payment Failed\" and membership expiration messages, \"loyalty reward\" and overcharge reimbursement texts, and calls from \"Chinese Costco Member Service\".","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Costco as the No. 7 most impersonated organization or brand in 2025, with 418 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-suspicious-email","type":"portal","label":"Report suspicious emails through the Contact Us options on Costco's Preventing Fraud page","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","purposes":["fraud"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/1174/~/preventing-fraud","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Costco is a paid-membership warehouse club. Its terms of use send legal actions to the state or federal courts in Seattle, Washington; no arbitration clause was found in the terms (last updated October 7, 2026).","channels":[{"id":"online-orders-phone","type":"phone","label":"Costco.com online orders and Costco Logistics deliveries","value":"+1-800-955-2292","hours":"Mon-Fri 5am-8pm PT, Sat-Sun 5am-7pm PT (chat same hours)","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"membership-phone","type":"phone","label":"Membership and warehouse (Member Service Center)","value":"+1-800-774-2678","hours":"Mon-Fri 6am-6pm PT, Sat-Sun 8am-5pm PT","purposes":["cancel_service","refund_request","unauthorized_charge","account_access"],"notes":"Also the number for reporting a lost or stolen membership card.","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"warranty-phone","type":"phone","label":"Costco Technical & Warranty Services","value":"+1-866-861-0450","hours":"Mon-Sun 5am-8pm PT","purposes":["warranty_claim"],"notes":"Self-help: https://productsupport.costco.com/","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"},{"id":"contact-us","type":"chat","label":"Costco Customer Service contact page (phone and chat by topic)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","purposes":["refund_request","lost_package","damaged_item","cancel_service"],"source":"https://customerservice.costco.com/","last_verified":"2026-10-12"},{"id":"return-replace-online","type":"portal","label":"Return or replace a Costco.com order (Orders & Returns)","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","purposes":["refund_request","damaged_item","lost_package"],"access":"login","source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"},{"id":"price-adjustment","type":"portal","label":"Price match / price adjustment requests","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","purposes":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"},{"id":"feedback","type":"web_form","label":"Costco feedback form","value":"https://customerservice.costco.com/app/answers/answer_view/a_id/1218/loc/en_US","purposes":["poor_service"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/8162","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-us"},{"rung":"supervisor","channel":"membership-phone"},{"rung":"written_complaint","channel":"feedback"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Costco refunds most products under its satisfaction guarantee; electronics and major appliances have 90 days.","evidence":["membership card","receipt or order number","the item"],"steps":[{"do":"Take a warehouse purchase to the returns counter at any Costco warehouse."},{"do":"For a Costco.com order, sign in, open Orders & Returns, and choose Return or Replace Items, or return it at any warehouse for an immediate refund.","channel":"return-replace-online"},{"do":"If the price dropped within 30 days of purchase, ask for a price adjustment (online button, or the returns counter of the original warehouse).","channel":"price-adjustment"},{"do":"If Costco refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Costco's Risk-Free 100% Satisfaction Guarantee refunds the purchase price on any product, with listed exceptions.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Televisions, computers, cameras, cell phones, major appliances and other listed electronics must be returned within 90 days of receipt.","issues":["refund_request","damaged_item"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items that drop in price within 30 days of purchase are eligible for a price adjustment; approved Costco.com credits are usually issued in 5 to 10 business days to the original payment method. Costco does not match other retailers.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/628","last_verified":"2026-10-12"},{"kind":"policy","claim":"Costco.com refunds include shipping and handling fees and go to the original payment method; Costco does not charge for return shipping.","issues":["refund_request"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Refuse a damaged delivery, or return or replace the item through Orders & Returns.","evidence":["photos of the item and box","order number"],"steps":[{"do":"If the item or box is damaged at delivery, you can refuse it."},{"do":"Otherwise, start Return or Replace Items on the order, or return it at a warehouse.","channel":"return-replace-online"},{"do":"For a defect after the return window, call Costco Technical & Warranty Services or the manufacturer.","channel":"warranty-phone"}]},{"issue":"lost_package","summary":"Report a lost Costco.com shipment for a return or replacement; missing items are replaced, not refunded.","evidence":["order number","tracking history"],"steps":[{"do":"Use Return or Replace Items on the order, or call online orders customer service.","channel":"online-orders-phone"},{"do":"If Costco does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"On Costco.com, missing items qualify for replacement only, not a refund; lost shipments qualify for a return or replacement.","issues":["lost_package","damaged_item"],"source":"https://customerservice.costco.com/app/answers/answer_view/a_id/6874","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel the membership and ask for a fee refund; stop auto-renewal at least 72 hours before the renewal month.","evidence":["membership number","date of cancellation","card statement"],"steps":[{"do":"Ask for a cancellation and a membership fee refund at a warehouse membership counter or through the Member Service Center.","channel":"membership-phone"},{"do":"To stop auto-renewal, turn it off in your Costco account, at a membership counter, or through the Member Service Center at least 72 hours before the first day of the renewal month.","channel":"membership-phone"},{"do":"Dispute any renewal charged after you cancelled with your card issuer."}],"facts":[{"kind":"policy","claim":"Costco will cancel and refund the membership fee at any time if the member is dissatisfied.","issues":["cancel_service","refund_request"],"source":"https://customerservice.costco.com/app/answers/detail/a_id/1191","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You must cancel auto renewal at least 72 hours before the first day of your renewal month to avoid the charge.","issues":["cancel_service"],"source":"https://www.costco.com/member-privileges-conditions.html","last_verified":"2026-10-12"}]},{"issue":"warranty_claim","summary":"Use Costco Technical & Warranty Services for covered electronics and appliances.","evidence":["order number or receipt","serial number","description of the fault"],"steps":[{"do":"Call Costco Technical & Warranty Services or use the product support site.","channel":"warranty-phone"},{"do":"If the manufacturer warranty applies, file with the manufacturer as the warranty names."}]}],"known_blockers":["Costco.com returns and price adjustments need the member's sign-in."]},{"id":"cvs","name":"CVS Pharmacy","aliases":["cvs","cvs.com","cvs/pharmacy","cvs extracare"],"sector":"retail","parent":"CVS Health Corporation","website":"https://www.cvs.com","official_domains":["cvs.com","cvshealth.com"],"security":{"never_asks":[{"kind":"policy","claim":"CVS says CVS Pharmacy will never call and ask customers for ordering or purchasing information, and that CVS Health does not ask for personal or financial information by email or text.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS says CVS Health texts customers from short codes, not 10-digit phone numbers.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Calls that spoof a CVS pharmacy's number and ask about refills or orders, or for your driver's license number, Social Security number or insurance information. CVS says to call the pharmacy at the number on CVS.com or on your ExtraCare card.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts and emails that imitate CVS offers, \"surprise\" rewards, gift cards or survey rewards.","source":"https://www.cvs.com/retail/help/security","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"This entry covers CVS Pharmacy stores and CVS.com retail orders only. Aetna insurance and CVS Caremark pharmacy benefits are separate businesses with their own complaint paths. Prescriptions have separate return rules. The status of the CarePass membership was not confirmed.","channels":[{"id":"store-customer-service-phone","type":"phone","label":"CVS Pharmacy customer service (1-800-SHOP-CVS) for stores, pharmacy, policies and photo","value":"+1-800-746-7287","hours":"Mon-Fri 8:30 AM-7 PM ET; Sat-Sun 10:00 AM-6:30 PM ET; closed major holidays","purposes":["refund_request","damaged_item","unauthorized_charge","billing_error","poor_service"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"online-customer-care-phone","type":"phone","label":"CVS.com Customer Care (online orders, mail returns, PayPal refunds)","value":"+1-888-607-4287","purposes":["refund_request","lost_package","damaged_item"],"notes":"Call before mailing back a CVS.com item.","source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"},{"id":"online-return-policy","type":"portal","label":"CVS.com online return policy","value":"https://www.cvs.com/returnpolicy","purposes":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"store-refund-policy","type":"portal","label":"CVS in-store refund and return policy (PDF)","value":"https://www.cvs.com/bizcontent/general/contactus/storerefundpolicy.pdf","purposes":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"id":"online-help","type":"portal","label":"CVS.com and mobile app help","value":"https://www.cvs.com/retail/help/help-subtopic-help-cvs-site-and-mobile","purposes":["lost_package","account_access"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"CVS Health corporate headquarters","value":"CVS Health, 1 CVS Drive, Woonsocket, Rhode Island 02895","purposes":["poor_service"],"source":"https://www.cvshealth.com/contact.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"store-customer-service-phone"},{"rung":"supervisor","channel":"store-customer-service-phone"},{"rung":"written_complaint","channel":"corporate-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most new, unopened items can be returned within 60 days with a receipt; CVS.com items can be mailed back after calling Customer Care.","evidence":["receipt or CVS.com order number","payment card","photo ID"],"steps":[{"do":"Return the item to any CVS Pharmacy store within 60 days with the receipt. A photo ID may be required."},{"do":"For a CVS.com item you want to mail back, call Customer Care first.","channel":"online-customer-care-phone"},{"do":"If the store manager refuses, call CVS customer service, then dispute the charge with your card issuer.","channel":"store-customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Most new, unopened items bought at CVS Pharmacy or CVS.com can be returned or exchanged within 60 days of purchase.","issues":["refund_request"],"source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a receipt, refunds go to the original payment method (check and PIN-debit purchases are refunded in cash); without a receipt, CVS issues the refund on a CVS/pharmacy Money Card. All returns are subject to the store manager's approval.","issues":["refund_request"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"CVS Store Brand products and cosmetics carry a 100% guarantee; Store Brand refunds need the product and proof of purchase.","issues":["refund_request","damaged_item"],"source":"https://www.cvs.com/retail/help/help-subtopic-store-customer-service","last_verified":"2026-10-12"},{"kind":"limit","claim":"Prescriptions ordered online cannot be returned to stores; special-order items such as footwear, motorized scooters and lift chairs must be handled through Customer Care.","issues":["refund_request"],"source":"https://www.cvs.com/returnpolicy","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Call CVS.com Customer Care for a damaged online order; stores handle in-store items.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Call CVS.com Customer Care and ask for a refund or replacement.","channel":"online-customer-care-phone"}]}],"known_blockers":["cvs.com help pages often return HTTP 503 to automated fetches."]},{"id":"ebay","name":"eBay","aliases":["ebay.com","ebay money back guarantee","ebay inc"],"sector":"retail","parent":"eBay Inc.","website":"https://www.ebay.com","account_url":"https://www.ebay.com/mye/myebay/purchase","official_domains":["ebay.com"],"security":{"never_asks":[{"kind":"policy","claim":"eBay says it will never ask you to confirm your account password or personal details by email, and will never ask for your password or financial information over the phone.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to complete a sale outside eBay or with unapproved payment methods.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Overpayment schemes, often with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale.","source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that appear to come from eBay (as an attachment)","value":"spoof@ebay.com","purposes":["fraud"],"source":"https://pages.ebay.com/securitycenter/stay_safe.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"eBay is a marketplace. The buyer opens a request with the seller first; eBay steps in under the eBay Money Back Guarantee if the seller does not resolve it. No general customer service phone number appears on the eBay pages checked; contact runs through Help & Contact (chat or callback after you pick a topic). Filing a card chargeback for the same transaction ends Money Back Guarantee coverage.","channels":[{"id":"help-contact","type":"portal","label":"eBay Help & Contact (pick a topic, then chat or request a call)","value":"https://www.ebay.com/help/home","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with eBay customer service","value":"https://www.ebay.com/help/start_chat","purposes":["refund_request","lost_package","damaged_item"],"access":"login","notes":"eBay asks you to pick a topic first so it can route you.","source":"https://www.ebay.com/help/start_chat","last_verified":"2026-10-12"},{"id":"item-not-received","type":"web_form","label":"Report an item that hasn't arrived","value":"https://www.ebay.com/help/action?topicid=4042","purposes":["lost_package"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"return-request","type":"web_form","label":"Start a return request (item not as described, damaged or wrong item)","value":"https://www.ebay.com/help/action?topicid=4041","purposes":["damaged_item","refund_request"],"access":"login","source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"money-back-guarantee","type":"portal","label":"eBay Money Back Guarantee policy (timelines and step-in rules)","value":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"id":"notice-of-dispute","type":"web_form","label":"Notice of Dispute webform (required before arbitration or small claims)","value":"https://www.ebay.com/legalhelpcenter","purposes":["refund_request","poor_service"],"notes":"The notice must include your claims, the relief you want, and your username, email and phone number. Informal resolution lasts 45 days.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"mail","label":"Arbitration opt-out notice (new users, within 30 days of first accepting)","value":"eBay Inc., Attn: Litigation Department, Re: Opt-Out Notice, 339 W. 13490 S., Ste. 500, Draper, UT 84020","notes":"Opt-out form: https://pages.ebay.com/policies/arbitrate-optout.html. You must sign and send it yourself.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-contact","note":"Open the request with the seller first."},{"rung":"supervisor","channel":"money-back-guarantee","note":"Ask eBay to step in from the request in Purchases once the seller's 3 business days have passed."},{"rung":"written_complaint","channel":"notice-of-dispute"},{"rung":"payment_dispute","note":"A chargeback ends Money Back Guarantee coverage for that transaction; use it only after eBay's process fails."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"lost_package","summary":"Report the item as not received after the delivery date, give the seller 3 business days, then ask eBay to step in.","evidence":["order number","tracking number and history","messages with the seller"],"steps":[{"do":"After the estimated or actual delivery date passes, report the item as not received.","channel":"item-not-received"},{"do":"Wait 3 business days for the seller to send tracking, a delivery update or a refund."},{"do":"If the seller does not resolve it, ask eBay to step in from the request in Purchases. Do this before 21 business days after you reported it.","channel":"money-back-guarantee"},{"do":"If eBay decides against you, appeal within 30 calendar days of the decision.","channel":"help-contact"}],"facts":[{"kind":"deadline","claim":"You must report an item not received no later than 30 calendar days after the estimated or actual delivery date.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For an item not received, you can ask eBay to step in from 3 business days after your report until 21 business days after it.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If eBay finds that delivery was not proven, you receive a full refund of the item and original shipping.","issues":["lost_package"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Start a return request as item not as described; the guarantee applies even if the seller does not accept returns.","evidence":["photos of the item and packaging","listing description","order number"],"steps":[{"do":"Photograph the item and packaging. Start a return request and choose the damaged, faulty or wrong-item reason.","channel":"return-request"},{"do":"Give the seller 3 business days to offer a solution. The seller generally pays return shipping for a not-as-described return."},{"do":"If the seller does not respond or refuses, ask eBay to step in from the return in Purchases.","channel":"money-back-guarantee"},{"do":"Ship the return with tracking. The seller must refund within 2 business days of receiving it unless the return details give more time."}],"facts":[{"kind":"deadline","claim":"An item-not-as-described request must be opened no later than 30 calendar days after the estimated or actual delivery date, or within the seller's return window if that is longer.","issues":["damaged_item","refund_request"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For item not as described, you can ask eBay to step in once the seller accepts the return or 3 business days after your request; the latest point is 21 business days after the request if the seller never responded.","issues":["damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"limit","claim":"Trading cards, coins, bullion and paper money have a shorter not-as-described window of 3 calendar days if the seller does not offer returns.","issues":["damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Use the seller's return policy or the Money Back Guarantee; eBay can step in if the seller does not refund.","evidence":["order number","return tracking number","seller's return policy from the listing"],"steps":[{"do":"Start a return request within the seller's return window (change of mind) or the guarantee window (not as described).","channel":"return-request"},{"do":"If the seller does not refund within 2 business days of receiving the return, ask eBay to step in. For a late refund, the limit is 10 business days after the refund deadline.","channel":"money-back-guarantee"},{"do":"If eBay still does not pay, send a Notice of Dispute through the legal help center.","channel":"notice-of-dispute"}],"facts":[{"kind":"policy","claim":"Payments made partly outside eBay checkout (bank transfer, cash, money orders, escrow) are not covered by the eBay Money Back Guarantee.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"policy","claim":"Filing a chargeback or another buyer protection claim for the same transaction can end your Money Back Guarantee coverage.","issues":["refund_request","lost_package","damaged_item","unauthorized_charge"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may appeal an eBay Money Back Guarantee decision within 30 calendar days of the decision.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration or small claims, the user agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution process; filing deadlines pause during it.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A new user can opt out of arbitration by a signed written notice postmarked no later than 30 days after first accepting the user agreement.","source":"https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259","last_verified":"2026-10-12"}],"known_blockers":["eBay shows a bot verification page on most help URLs; requests, step-in and appeals need the buyer's sign-in.","No general eBay phone number was found; callback and chat options appear only after you choose a topic in Help & Contact."]},{"id":"etsy","name":"Etsy","aliases":["etsy.com","etsy purchase protection","etsy inc"],"sector":"retail","parent":"Etsy, Inc.","website":"https://www.etsy.com","official_domains":["etsy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Etsy says it will never ask for your password or other sensitive personal information, such as your phone number or mailing address, over Messages, and will never ask for your email to complete a purchase. Real Etsy messages appear in the \"From Etsy\" folder. (Seen in search-result text of the page; the page blocked automated reading on 2026-10-12.)","source":"https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Help-Protect-Yourself-from-Phishing-Scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A seller or buyer asks you to pay off Etsy on another payment platform. Etsy says Purchase Protection does not apply when payment is made off Etsy. (Seen in search-result text of the page; the page blocked automated reading on 2026-10-12.)","source":"https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Help-Protect-Yourself-from-Phishing-Scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspected phishing emails, or a screenshot of a text, that claim to be from Etsy","value":"ReportPhishing@etsy.com","purposes":["fraud"],"notes":"Etsy says this address is only for phishing reports and that it does not reply. Read from search-result text of this page on 2026-10-12; the page blocked automated fetches.","source":"https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Help-Protect-Yourself-from-Phishing-Scams","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Etsy is a marketplace of independent sellers; the buyer deals with the seller first and Etsy decides cases under Etsy Purchase Protection. Kruti Patel Goyal became CEO on January 1, 2026. Etsy sold Depop to eBay (completed July 2026). The help center at help.etsy.com opened in a browser on 2026-10-12, but www.etsy.com (including the Purchase Protection legal page) showed \"Access is temporarily restricted\", so the legal terms and arbitration notice address are not recorded here. Etsy has no customer service phone number; phone support is only by callback request through the Contact support form.","channels":[{"id":"help-with-order","type":"portal","label":"Help with order (contact the seller, then open a case) from Purchases and reviews","value":"https://www.etsy.com/your/purchases/select_order","purposes":["lost_package","damaged_item","refund_request","late_delivery"],"access":"login","source":"https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support","last_verified":"2026-10-12"},{"id":"contact-support-form","type":"web_form","label":"Contact Etsy Support form (also the only way to request a phone callback)","value":"https://www.etsy.com/help/contact","purposes":["lost_package","damaged_item","refund_request","unauthorized_charge","account_access"],"access":"login","notes":"You must be signed in. Etsy says it has no phone number to call and warns that numbers circulating online may not be legitimate.","source":"https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Etsy Help (shopper and seller questions, cases)","value":"https://www.etsy.com/help","purposes":["lost_package","damaged_item","refund_request","unauthorized_charge","account_access"],"access":"login","source":"https://investors.etsy.com/resources/faq","last_verified":"2026-10-12"},{"id":"purchase-protection-article","type":"portal","label":"Etsy's Purchase Protection Program (help article)","value":"https://help.etsy.com/hc/en-us/articles/7471925990807-Etsy-s-Purchase-Protection-Program","purposes":["lost_package","damaged_item","refund_request","late_delivery"],"source":"https://help.etsy.com/hc/en-us/articles/7471925990807-Etsy-s-Purchase-Protection-Program","last_verified":"2026-10-12"},{"id":"phishing-report-email","type":"email","label":"Report suspected Etsy phishing emails","value":"ReportPhishing@etsy.com","purposes":["account_access"],"source":"https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-with-order","note":"Send the seller a Help with order request."},{"rung":"supervisor","channel":"help-with-order","note":"48 hours after the request and after the estimated delivery date, open a case so Etsy steps in."},{"rung":"written_complaint","channel":"contact-support-form"},{"rung":"payment_dispute","note":"A chargeback closes the Etsy case and stops Etsy from refunding; use it only if Etsy will not."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"lost_package","summary":"Send the seller a Help with order request; once the estimated delivery date has passed and 48 hours have gone by, open a case within 30 days of the estimated delivery date.","evidence":["order number","tracking number","estimated delivery date","Help with order messages"],"steps":[{"do":"Go to Purchases and reviews, choose the order, select Help with order, and tell the seller what happened and what you want. Keep all messages on Etsy.","channel":"help-with-order"},{"do":"If not resolved after 48 hours and the estimated delivery date has passed, select Open a case, choose Non-delivery and your refund method, and submit to Etsy.","channel":"help-with-order"},{"do":"Answer every request in the case log. Open the case within 30 days of the estimated delivery date."},{"do":"If Etsy denies the case and you paid by card, dispute the charge with your card issuer. A chargeback closes the case."}],"facts":[{"kind":"policy","claim":"Etsy Purchase Protection gives a full refund for qualifying orders when the item does not arrive, arrives damaged, arrives 7+ days after the maximum estimated delivery date shown at checkout, or differs significantly from the description or photos.","issues":["lost_package","damaged_item","late_delivery","refund_request"],"source":"https://help.etsy.com/hc/en-us/articles/7471925990807-Etsy-s-Purchase-Protection-Program","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For physical items you can open a case only after the estimated delivery date has passed and 48 hours have passed since you sent the seller a Help with order request. The order stays eligible for a case for 30 days from its estimated delivery date.","issues":["lost_package","damaged_item","late_delivery"],"source":"https://help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case","last_verified":"2026-10-12"},{"kind":"limit","claim":"Refunds processed by Etsy must take place within 180 days of the transaction date; after that Etsy cannot support a refund. Orders paid through standalone PayPal may need a PayPal dispute within 180 days of purchase instead.","issues":["lost_package","damaged_item","refund_request"],"source":"https://help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items that arrive late because of forces outside the seller's control (carrier strike, severe weather, war, civil unrest or similar, as Etsy decides) do not qualify. Orders that are late or not received because the buyer delayed or refused to pay customs charges also do not qualify.","issues":["lost_package","late_delivery"],"source":"https://help.etsy.com/hc/en-us/articles/7471925990807-Etsy-s-Purchase-Protection-Program","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you filed a chargeback or disputed the charge with your bank, card company or PayPal, the seller cannot refund on Etsy and you cannot open a case; an open case closes automatically.","issues":["lost_package","damaged_item","refund_request"],"source":"https://help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Photograph the damage, send the seller a Help with order request, then open an \"Item arrived damaged\" case after 48 hours.","evidence":["photos of the item and packaging","listing description and photos","order number","Help with order messages"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"Send the seller a Help with order request with the photos and the remedy you want.","channel":"help-with-order"},{"do":"If not resolved after 48 hours, open a case and choose \"Item arrived damaged\" (or \"Not as described\" for wrong color, design, quantity or condition).","channel":"help-with-order"},{"do":"Give Etsy what it asks for in the case log, such as photos, measurements or third-party evaluations."}],"facts":[{"kind":"compensation","claim":"If Etsy finds the item does not match the listing, the seller must refund the item cost, the original shipping cost and the return shipping cost; Etsy may issue the refund on the seller's behalf.","issues":["damaged_item","refund_request"],"source":"https://help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case","last_verified":"2026-10-12"},{"kind":"policy","claim":"You must have an Etsy account to start a Help request or open a case; a guest order must first be connected to an Etsy account.","issues":["damaged_item","lost_package","refund_request"],"source":"https://help.etsy.com/hc/en-us/articles/7471925990807-Etsy-s-Purchase-Protection-Program","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Outside Purchase Protection, returns depend on each seller's own policy; ask the seller first.","evidence":["order number","the seller's return and exchange policy","messages with the seller"],"steps":[{"do":"Check the seller's shop policies for cancellations, returns or exchanges and ask the seller through Help with order.","channel":"help-with-order"},{"do":"If the order qualifies for Purchase Protection (not delivered, damaged, very late or not as described), open a case after 48 hours.","channel":"help-with-order"}],"facts":[{"kind":"policy","claim":"For an order that does not meet the Purchase Protection criteria, the seller's own policies decide whether cancellations, returns or exchanges are accepted.","issues":["refund_request"],"source":"https://help.etsy.com/hc/en-us/articles/7471925990807-Etsy-s-Purchase-Protection-Program","last_verified":"2026-10-12"}]}],"facts":[{"kind":"contact","claim":"Etsy does not have a phone number to call for customer service. A phone callback can be requested only through the Contact support form while signed in; Etsy will not make unrequested calls.","source":"https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support","last_verified":"2026-10-12"}],"known_blockers":["www.etsy.com showed \"Access is temporarily restricted\" to a browser on 2026-10-12; help.etsy.com articles load.","Help requests, cases and the Contact support form all need the buyer's Etsy sign-in."]},{"id":"home-depot","name":"The Home Depot","aliases":["home depot","homedepot.com","thd"],"sector":"retail","parent":"The Home Depot, Inc.","website":"https://www.homedepot.com","official_domains":["homedepot.com"],"regulators":["ftc"],"notes":"Home improvement retailer. Online-order help, price matches and price adjustments go through Customer Solutions (phone or live chat on homedepot.com). Major appliances have a separate Customer Solutions line and a 48-hour return window. The \"In-Store Return Exceptions\", \"Online Return Exceptions\" and \"Return Policy Exceptions\" sections named on the return policy page did not render in the browser on 2026-10-12, so those exceptions are not recorded here.","channels":[{"id":"customer-service-phone","type":"phone","label":"Home Depot customer service (1-800-HOME-DEPOT)","value":"+1-800-466-3337","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-solutions-phone","type":"phone","label":"Customer Solutions (online orders, price matches and price adjustments; also live chat on homedepot.com)","value":"+1-800-430-3376","purposes":["refund_request","billing_error","lost_package","damaged_item"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"id":"appliance-solutions-phone","type":"phone","label":"Customer Solutions for major appliances (damage, defects and returns within 48 hours of delivery)","value":"+1-800-455-3869","purposes":["damaged_item","refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"customer-service-page","type":"portal","label":"Home Depot Customer Service Center (orders, returns, receipts)","value":"https://www.homedepot.com/c/customer_service","purposes":["refund_request","lost_package","damaged_item"],"source":"https://corporate.homedepot.com/contact-us","last_verified":"2026-10-12"},{"id":"order-status","type":"portal","label":"Check order status (guest order tracking)","value":"https://www.homedepot.com/myaccount/guest-order-tracking","purposes":["lost_package","late_delivery"],"source":"https://www.homedepot.com/c/customer_service","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Home Depot Return Policy","value":"https://www.homedepot.com/c/Return_Policy","purposes":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"id":"price-match-page","type":"portal","label":"Price Match Guarantee and price adjustment rules","value":"https://www.homedepot.com/c/price-match-and-price-check","purposes":["refund_request","billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-solutions-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Return within the window for the product category with proof of purchase; store returns are refunded fastest.","evidence":["receipt or order number","payment card used","product category","purchase or delivery date"],"steps":[{"do":"Find the product's return window - 90 days for most items, 30 or 7 days for some categories, 48 hours for major appliances, and 365 days if paid with a Home Depot credit card or commercial account.","channel":"return-policy"},{"do":"Return it to a store for the quickest refund, with proof of purchase. For a major appliance, call Customer Solutions for appliances within 48 hours of delivery.","channel":"appliance-solutions-phone"},{"do":"For an online order you cannot take to a store, contact Customer Solutions by phone or live chat.","channel":"customer-solutions-phone"},{"do":"If the refund does not arrive, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most merchandise can be returned within 90 days with proof of purchase unless noted. Home Depot may decline returns of products damaged by the customer without a manufacturing defect, or to prevent fraud or abuse.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Furniture, tractors, framing and roofing compressors, consumer electronics (TVs and computers), paint sprayers and listed gas-powered outdoor equipment must be returned within 30 days, unused and in original factory-sealed packaging. From July 7, 2026, Halloween and holiday decor must be returned within 30 days, unused with proof of purchase.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Dehumidifiers, gas pressure washers, window and portable air conditioners and gas generators (other than whole-house and stationary) must be returned within 7 days, unused and factory-sealed. From July 7, 2026, pumps, portable evaporation units and portable heaters also have a 7-day window.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For major appliances (refrigerators, washers, dryers, ranges, dishwashers, over-the-range or built-in microwaves), contact Customer Solutions at 1-800-455-3869 within 48 hours of delivery (excluding weekends) for damage or defects; all returns in these categories, including unopened items, must be made within 48 hours.","issues":["refund_request","damaged_item"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Purchases made with The Home Depot Consumer Credit Card, Pro Xtra Credit Card or Commercial Account can be returned for a full refund within 365 days, except the listed exceptions and the 48-hour, 7-day and 30-day categories. Perennials, trees, roses and shrubs have a 1-year guarantee for store credit.","issues":["refund_request"],"source":"https://www.homedepot.com/c/Return_Policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Returns sent by mail or carrier are processed after Home Depot receives and verifies them, typically in about 7 business days; the bank may then take up to 10 business days to post the funds.","issues":["refund_request"],"source":"https://www.homedepot.com/c/refund-policy","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"For a price drop within 30 days of purchase, ask Customer Solutions for a price adjustment with proof.","evidence":["order number or receipt","screenshot or link showing the lower price","competitor name and item number"],"steps":[{"do":"Confirm the lower price is on homedepot.com or on a competitor Home Depot matches, for the identical item in stock.","channel":"price-match-page"},{"do":"Within 30 days of purchase, contact Customer Solutions by phone or live chat, or visit a store, with the order number and the proof of the lower price.","channel":"customer-solutions-phone"}],"facts":[{"kind":"deadline","claim":"If the price drops after you order, you can request a price adjustment within 30 days of purchase; eligible differences are refunded under the refund policy, usually but not always to the original payment method.","issues":["billing_error","refund_request"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"},{"kind":"policy","claim":"Home Depot matches identical in-stock items at local stores and at online retailers including Lowe's, Menards, Amazon, Walmart, Best Buy and Target (sold and fulfilled by the retailer, not a marketplace seller). It does not match auction, marketplace or membership sites such as eBay, Wayfair, Costco or Sam's Club.","issues":["billing_error"],"source":"https://www.homedepot.com/c/price-match-and-price-check","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Report a damaged or defective delivery with photos; for major appliances, call within 48 hours of delivery.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"For a major appliance, call Customer Solutions for appliances within 48 hours of delivery (excluding weekends).","channel":"appliance-solutions-phone"},{"do":"For other items, contact Customer Solutions with the order number and ask for a replacement or refund, or return the item to a store.","channel":"customer-solutions-phone"},{"do":"If Home Depot does not resolve it, dispute the charge with your card issuer."}]}],"known_blockers":["homedepot.com loads its help content with JavaScript; plain HTTP fetches return 403, and the return-policy exception sections did not render even in a browser."]},{"id":"ikea","name":"IKEA","aliases":["ikea us","ikea usa","ikea.com","ikea family"],"sector":"retail","website":"https://www.ikea.com/us/en/","account_url":"https://www.ikea.com/us/en/customer-service/track-manage-order/","official_domains":["ikea.com","ikea-usa.com"],"regulators":["ftc"],"notes":"This file covers IKEA US (ikea.com/us). IKEA's US website terms are governed by Pennsylvania law, and claims must be filed only in the state or federal courts in Montgomery County, Pennsylvania. Returns are not accepted at IKEA Planning Studio or IKEA Pick Up Point locations. No IKEA US page on phishing or impersonation scams was found.","channels":[{"id":"customer-support-phone","type":"phone","label":"IKEA US Customer Support Center","value":"+1-888-888-4532","hours":"Monday to Sunday, 8:00 AM to 12:00 AM (time zone not stated)","purposes":["refund_request","damaged_item","lost_package","price_adjustment","warranty_claim","late_delivery"],"notes":"Also used for missing parts, rescheduling deliveries, return pick-ups and FedEx returns of small recent purchases.","source":"https://www.ikea.com/us/en/customer-service/contact-us/","last_verified":"2026-10-13"},{"id":"start-return","type":"portal","label":"Start a return online","value":"https://www.ikea.com/us/en/returns/","purposes":["refund_request"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/return-policy/","last_verified":"2026-10-13"},{"id":"track-manage-order","type":"portal","label":"Track & Manage order (cancel or change an online order)","value":"https://www.ikea.com/us/en/customer-service/track-manage-order/","purposes":["late_delivery","lost_package"],"source":"https://www.ikea.com/us/en/customer-service/faq/","last_verified":"2026-10-13"},{"id":"store-returns-desk","type":"in_person","label":"Exchanges & returns desk at an IKEA store","value":"https://www.ikea.com/us/en/stores/","purposes":["refund_request","damaged_item","warranty_claim"],"notes":"Bring the item, proof of purchase and a valid government-issued photo ID.","source":"https://www.ikea.com/us/en/customer-service/returns-claims/troubleshooting/","last_verified":"2026-10-13"},{"id":"contact-page","type":"web_form","label":"IKEA US Contact Us page","value":"https://www.ikea.com/us/en/customer-service/support/","purposes":["poor_service"],"source":"https://www.ikea.com/us/en/customer-service/contact-us/","last_verified":"2026-10-13"},{"id":"spare-parts","type":"portal","label":"Order spare parts (hardware with a 6-digit part number)","value":"https://www.ikea.com/us/en/customer-service/returns-claims/spareparts/","purposes":["damaged_item"],"source":"https://www.ikea.com/us/en/customer-service/faq/","last_verified":"2026-10-13"},{"id":"whirlpool-appliance-phone","type":"phone","label":"Whirlpool, for IKEA appliances bought more than 365 days ago","value":"+1-866-664-2449","purposes":["warranty_claim"],"source":"https://www.ikea.com/us/en/customer-service/faq/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-support-phone"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Unopened items within 365 days and opened items within 180 days, with proof of purchase and photo ID; refund to the original payment method.","evidence":["receipt or online order confirmation","government-issued photo ID","the card used for the purchase","the item"],"steps":[{"do":"Take the item to the Exchanges & returns desk at an IKEA store, or start the return online.","channel":"start-return"},{"do":"For a delivered item that needs pick-up, or a small recent purchase you want to return by FedEx, call the Customer Support Center.","channel":"customer-support-phone"},{"do":"If IKEA refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"New, unopened products can be returned \"within 365 days\" with proof of purchase for a full refund; opened products within 180 days with proof of purchase.","issues":["refund_request"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"We do not accept returns on plants, cut fabric, custom countertops and as-is products.\" Items that were modified, or are dirty, stained or damaged, cannot be refunded or exchanged.","issues":["refund_request"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"You must have your receipt and valid government issued photo ID\" to return or exchange. Refunds go to the original form of payment, for the net price on the receipt; the value of an unreturned promotional item is deducted.","issues":["refund_request"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Mattresses can be exchanged once within 90 days if not dirty, marked or damaged; a lower-priced replacement is refunded as an IKEA refund card.","issues":["refund_request"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/love-it-or-exchange-it-pub0eb41b20/","last_verified":"2026-10-13"},{"kind":"fee","claim":"\"Shipping fees will not be refunded for returns.\" (Delivery terms, section 4.)","issues":["refund_request"],"source":"https://www.ikea.com/us/en/customer-service/terms-conditions/delivery-terms-and-conditions-pub7aa7b291/","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Inspect at delivery, note visible damage, and call within 48 hours; or bring the damaged item and proof of purchase to a store.","evidence":["order confirmation or receipt","photos of the damage","notes made at delivery"],"steps":[{"do":"Inspect the delivery and note any visible packaging defects, damaged items or missing merchandise at delivery."},{"do":"Call the Customer Support Center within 48 hours of delivery.","channel":"customer-support-phone"},{"do":"Or bring the damaged item and proof of purchase to an IKEA store.","channel":"store-returns-desk"},{"do":"If only one part is damaged, ask for a replacement part."}],"facts":[{"kind":"deadline","claim":"For damaged, missing or incorrect pieces, \"please contact us at 1-888-888-4532 within 48 hours of your delivery.\" (Delivery terms, sections 1.3 and 2.2.)","issues":["damaged_item","lost_package"],"source":"https://www.ikea.com/us/en/customer-service/terms-conditions/delivery-terms-and-conditions-pub7aa7b291/","last_verified":"2026-10-13"},{"kind":"policy","claim":"If you accept a delivery without noting visible defects, \"we may not be able to replace your items or refund your purchase.\" (Delivery terms, section 2.2.)","issues":["damaged_item"],"source":"https://www.ikea.com/us/en/customer-service/terms-conditions/delivery-terms-and-conditions-pub7aa7b291/","last_verified":"2026-10-13"}]},{"issue":"lost_package","summary":"Report missing items or an order that did not arrive to the Customer Support Center; missing pieces must be reported within 48 hours of delivery.","evidence":["order confirmation","delivery date"],"steps":[{"do":"Call the Customer Support Center to report missing items.","channel":"customer-support-phone"},{"do":"Or bring the order confirmation to a store.","channel":"store-returns-desk"}],"facts":[{"kind":"contact","claim":"\"To report missing items, please contact the IKEA US Customer Support Center at 1-888-888-4532.\"","issues":["lost_package"],"source":"https://www.ikea.com/us/en/customer-service/faq/","last_verified":"2026-10-13"}]},{"issue":"price_adjustment","summary":"IKEA Family members get 90-Day Price Protection if the card was scanned (in store) or they were signed in (online).","evidence":["original receipt showing the IKEA Family card scan","or online order number"],"steps":[{"do":"For an in-store purchase, bring the original receipt to an IKEA store.","channel":"store-returns-desk"},{"do":"For an online purchase made while signed in to IKEA Family, call to request the difference.","channel":"customer-support-phone"}],"facts":[{"kind":"policy","claim":"\"If the price of an eligible product drops within 90 days of your purchase, we'll refund you the difference.\" It applies only to IKEA Family members; the receipt must show the card was scanned, or the member was signed in for an online purchase. Services are not eligible.","issues":["price_adjustment"],"source":"https://www.ikea.com/us/en/ikea-family/ikea-family-faq-pub89c591d0","last_verified":"2026-10-13"}]},{"issue":"warranty_claim","summary":"Product-specific limited warranties; contact the store with the original receipt. IKEA repairs or replaces.","evidence":["original purchase receipt","product name","photos of the fault"],"steps":[{"do":"Check the product's warranty term on the warranties page, then contact your local IKEA store or the Customer Support Center with the receipt.","channel":"customer-support-phone"},{"do":"For an IKEA appliance bought more than 365 days ago, contact Whirlpool.","channel":"whirlpool-appliance-phone"}],"facts":[{"kind":"policy","claim":"Warranties start on the purchase date and \"The original purchase receipt is required as proof of purchase.\" IKEA decides coverage and will repair or replace; if the item is no longer sold, \"IKEA will provide an appropriate replacement.\"","issues":["warranty_claim"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/guarantee/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Examples from the warranties page, 25 years for SEKTION kitchen cabinet frames and fronts, UTRUSTA hinges and MAXIMERA drawers; 10 years for sofa and armchair frames and seat/back cushions (covers excluded); 5-year limited warranty for appliances.","issues":["warranty_claim"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/guarantee/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Warranties exclude incorrect assembly or installation, misuse, normal wear and tear, cuts, scratches, accidents and non-residential use unless stated; for appliances, cosmetic damage not reported within 30 days of purchase is excluded.","issues":["warranty_claim"],"source":"https://www.ikea.com/us/en/customer-service/returns-claims/guarantee/","last_verified":"2026-10-13"}]}],"known_blockers":["Store returns need a government-issued photo ID, which IKEA keeps in a database to authorize returns; an agent cannot complete these."]},{"id":"kohls","name":"Kohl's","aliases":["kohls","kohl's","kohls.com","kohl's cash","kohl's rewards"],"sector":"retail","website":"https://www.kohls.com","official_domains":["kohls.com"],"regulators":["ftc"],"notes":"Kohl's stores and kohls.com. kohls.com, cs.kohls.com and corporate.kohls.com returned HTTP 403 to automated fetches on 2026-10-13, so every value below was read from search-result text of Kohl's own help pages. Kohl's help pages exist on two systems (www.kohls.com/faq and cs.kohls.com) and the search text showed different dates for them; check the live page or the receipt before relying on a window. Not verified: a customer service phone number, damaged or lost delivery reporting, protection plans, and Kohl's anti-phishing guidance.","channels":[{"id":"help-center","type":"portal","label":"Kohl's Help Center (FAQ and contact options)","value":"https://www.kohls.com/faq/","purposes":["refund_request","damaged_item","lost_package","price_adjustment","billing_error"],"notes":"Read from search-result text on 2026-10-13; kohls.com blocked automated fetches.","source":"https://www.kohls.com/faq/","last_verified":"2026-10-13"},{"id":"return-policy","type":"portal","label":"Kohl's Return Policy help article","value":"https://www.kohls.com/faq/article/893","purposes":["refund_request","damaged_item"],"notes":"Read from search-result text on 2026-10-13; the page blocked automated fetches.","source":"https://www.kohls.com/faq/article/893","last_verified":"2026-10-13"},{"id":"price-adjustment-help","type":"portal","label":"Kohl's Price Adjustments help article","value":"https://cs.kohls.com/app/answers/detail/a_id/88/~/price-adjustments","purposes":["price_adjustment"],"notes":"Store purchases are adjusted in store; online purchases by contacting Kohl's Customer Service. Read from search-result text on 2026-10-13; the page blocked automated fetches.","source":"https://cs.kohls.com/app/answers/detail/a_id/88/~/price-adjustments","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Kohl's return window depends on how you paid (longer with a Kohl's Card), and a return can reduce or claw back Kohl's Cash you earned on the purchase.","evidence":["receipt or order number","card used to pay","any Kohl's Cash earned or spent on the order"],"steps":[{"do":"Check the return window for your payment type in the return policy, and the date on your receipt.","channel":"return-policy"},{"do":"Return the item at a Kohl's store or as the help center says for online orders.","channel":"help-center"},{"do":"Expect the refund to be reduced by any Kohl's Cash you earned on the purchase and already spent, if the return takes the purchase below the earning threshold."},{"do":"If Kohl's refuses a return its policy allows, ask for a supervisor, then dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Kohl's help pages list a return window of 120 days from purchase for items bought with a Kohl's Card and 90 days for all other payment types. Read from search-result text of Kohl's help pages on 2026-10-13; the pages blocked automated fetches and the search text showed different page dates, so confirm the window on the receipt or the live page.","issues":["refund_request"],"source":"https://www.kohls.com/faq/article/893","last_verified":"2026-10-13"},{"kind":"policy","claim":"If a return takes a purchase below the spending threshold for Kohl's Cash you earned, \"your Kohl's Cash will be adjusted accordingly.\" If you already spent that Kohl's Cash, the refund goes to your original payment \"minus the amount of the Kohl's Cash Coupon you spent.\" Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cs.kohls.com/app/answers/detail/a_id/125/~/kohl%E2%80%99s-cash%C2%AE-impact-on-returns","last_verified":"2026-10-13"}]},{"issue":"price_adjustment","summary":"Kohl's adjusts the price if the item's sale or regular price is now lower than what you paid in the prior two weeks; bring the original dated receipt. Kohl's Cash cannot be used on a price adjustment.","evidence":["original dated sales receipt or order number","the current lower Kohl's price with the date"],"steps":[{"do":"Check that the lower price is within two weeks of your purchase.","channel":"price-adjustment-help"},{"do":"For a store purchase, ask at a Kohl's store with the original dated receipt. For an online purchase, contact Kohl's Customer Service through the help center.","channel":"help-center"}],"facts":[{"kind":"deadline","claim":"A price adjustment needs the item's sale or regular price to be \"now lower than the sale or regular price you paid for that item in the prior two weeks\", and the original, dated sales receipt. Store purchases must be adjusted in store; online purchases by contacting Kohl's Customer Service. Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["price_adjustment"],"source":"https://cs.kohls.com/app/answers/detail/a_id/88/~/price-adjustments","last_verified":"2026-10-13"},{"kind":"limit","claim":"Kohl's Cash may not be redeemed on price adjustments, and Kohl's may name additional time periods when price adjustments are not available. Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["price_adjustment"],"source":"https://cs.kohls.com/app/answers/detail/a_id/88/~/price-adjustments","last_verified":"2026-10-13"}]}],"known_blockers":["kohls.com and cs.kohls.com block automated readers, so an agent cannot confirm the current policy text or a phone number; hand the browser to the person to check the help center."]},{"id":"kroger","name":"Kroger","aliases":["kroger.com","the kroger co","kroger delivery","kroger boost"],"sector":"retail","parent":"The Kroger Co.","website":"https://www.kroger.com","official_domains":["kroger.com","thekrogerco.com"],"regulators":["ftc"],"notes":"Kroger delivery orders are fulfilled either by Kroger or by Instacart; missing items go to whichever company fulfilled the order. Kroger family banner stores may have their own websites. The Boost membership cancellation path and the general return policy were not confirmed (kroger.com pages timed out).","channels":[{"id":"customer-service-phone","type":"phone","label":"Kroger customer service (1-800-KRO-GERS)","value":"+1-800-576-4377","hours":"Mon-Fri 7 a.m.-midnight ET; Sat-Sun 7 a.m.-9:30 p.m. ET","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error"],"source":"https://www.thekrogerco.com/contact-us/","last_verified":"2026-10-12"},{"id":"contact-us","type":"portal","label":"Kroger customer support contact page (chat, email or phone)","value":"https://www.kroger.com/hc/help/contact-us","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://www.thekrogerco.com/contact-us/","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Kroger customer service email","value":"customerservice@kroger.com","purposes":["refund_request","poor_service"],"source":"https://www.kroger.com/hc/help/faqs","last_verified":"2026-10-12"},{"id":"no-store-region-phone","type":"phone","label":"Kroger delivery in regions without a Kroger store (1-833-KRO-FRSH)","value":"+1-833-576-3774","purposes":["lost_package","damaged_item","refund_request"],"source":"https://www.kroger.com/hc/help/faqs/ways-to-shop/delivery","last_verified":"2026-10-12"},{"id":"instacart-phone","type":"phone","label":"Instacart Customer Happiness Center (Instacart-fulfilled Kroger orders)","value":"+1-888-246-7822","purposes":["lost_package","damaged_item","refund_request"],"notes":"Email help@instacart.com.","source":"https://www.kroger.com/hc/help/faqs/ways-to-shop/delivery","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Kroger corporate headquarters","value":"The Kroger Co., 1014 Vine Street, Cincinnati, Ohio 45202-1100","purposes":["poor_service"],"source":"https://www.thekrogerco.com/contact-us/","last_verified":"2026-10-12"},{"id":"corporate-phone","type":"phone","label":"Kroger corporate switchboard","value":"+1-513-762-4000","source":"https://www.thekrogerco.com/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-us"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-service-email"},{"rung":"executive","channel":"corporate-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"lost_package","summary":"Report missing delivery items to the company that fulfilled the order (Kroger or Instacart).","evidence":["order number","receipt email","list of missing items"],"steps":[{"do":"Check the order confirmation to see whether Kroger or Instacart fulfilled it."},{"do":"For a Kroger-fulfilled order, call Kroger customer service.","channel":"customer-service-phone"},{"do":"For an Instacart-fulfilled order, contact Instacart.","channel":"instacart-phone"},{"do":"If you are not refunded, dispute the charge with your card issuer."}],"facts":[{"kind":"process","claim":"If the final delivery total is lower than the placed total for reasons other than out-of-stocks or substitutions, a refund for the difference may be applied to the payment card within 24-48 hours of delivery.","issues":["refund_request","billing_error"],"source":"https://www.kroger.com/hc/help/faqs/ways-to-shop/delivery","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Instacart refunds the $5 Express Delivery surcharge for express orders delivered more than 15 minutes late.","issues":["refund_request"],"source":"https://www.kroger.com/hc/help/faqs/ways-to-shop/delivery","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Report a damaged or wrong item from a delivery or pickup order to Kroger customer service.","evidence":["photos of the item","order number or receipt"],"steps":[{"do":"Photograph the item and keep the receipt."},{"do":"Contact Kroger customer service through the contact page or by phone and ask for a refund.","channel":"contact-us"},{"do":"For an Instacart-fulfilled order, contact Instacart.","channel":"instacart-phone"}]}],"known_blockers":["kroger.com pages often time out for automated fetches."]},{"id":"lowes","name":"Lowe's","aliases":["lowe's","lowes.com","lowe's home improvement"],"sector":"retail","parent":"Lowe's Companies, Inc.","website":"https://www.lowes.com","official_domains":["lowes.com"],"security":{"known_scams":[{"kind":"policy","claim":"Callers who claim to be the IRS or another agency, or a loved one in trouble, and ask you to buy gift cards and read the numbers over the phone. Lowe's says government agencies do not accept Lowe's Gift Cards, and Lowe's Gift Cards can only be used at Lowe's stores and on Lowes.com.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake \"mystery shopper\" offers that send a check, ask you to deposit it and buy gift cards or merchandise; the check later bounces.","source":"https://www.lowes.com/pdf/GC_Fraud_Content.pdf","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Home improvement retailer. Return windows run from 48 hours to 365 days depending on the product and how it was paid for. Delivery damage and missing items go to customer care at 1-800-445-6937; lower-price claims go to chat or 1-877-465-6937. The full Lowest Price Guarantee terms page was not found, so only the FAQ answer on the returns page is recorded.","channels":[{"id":"customer-service-phone","type":"phone","label":"Lowe's customer care (1-800-44LOWES)","value":"+1-800-445-6937","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","billing_error","warranty_claim"],"notes":"The returns page names this number for orders that arrive damaged, incomplete or needing parts, and for home pickup of appliance and oversize returns.","source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"price-guarantee-phone","type":"phone","label":"Lowest Price Guarantee validation (also by chat)","value":"+1-877-465-6937","purposes":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"service-advantage-phone","type":"phone","label":"Lowe's Service Advantage (defective items, in-home warranty service, 1-888-77-LOWES)","value":"+1-888-775-6937","purposes":["warranty_claim","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Lowe's customer service online form","value":"https://www.lowes.com/l/contact-us.html","purposes":["refund_request","lost_package","damaged_item","poor_service"],"source":"https://corporate.lowes.com/contact-us","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Returns, Refunds and Exchanges policy","value":"https://www.lowes.com/l/help/returns-policy","purposes":["refund_request","damaged_item"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Return to any U.S. Lowe's store with proof of purchase inside the product's window (48 hours to 365 days); refunds go to the original payment method with listed exceptions.","evidence":["receipt","order number or the payment card used","photo ID","purchase date"],"steps":[{"do":"Check the product's return window and whether it is nonrefundable.","channel":"return-policy"},{"do":"Start the return from your order history, or take the item with proof of purchase to any U.S. Lowe's store. Online purchases can be mailed back only if a FedEx label is provided.","channel":"return-policy"},{"do":"For an appliance or oversize item, return it to a store or call customer care to ask about home pickup.","channel":"customer-service-phone"},{"do":"If the refund does not arrive within 7 business days of the completed return, call customer care, then dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most new, unused merchandise can be refunded or exchanged with a receipt within 90 days of purchase, unless listed in the Return Policy Exceptions.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Major appliances, air conditioners and evaporative coolers, paint sprayers, portable generators, pressure washers, chainsaws and pole saws, utility vehicles and motorized bikes, construction heat and tile saws must be returned within 48 hours of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Liquid paint, TVs and electronics, water heaters, most outdoor power equipment, custom special-order blinds, HVAC systems and plants (other than trees, shrubs and perennials) must be returned within 30 days of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Trees, shrubs and perennials, and purchases made with a Lowe's Commercial Account, Lowe's Business Advantage, MyLowe's Rewards Credit Card or Lowe's Business Rewards, can be returned within 365 days of purchase.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Lowe's does not accept returns or exchanges without valid proof of purchase; it can look up a receipt by order number, payment card, phone number or MyLowe's account, and may require a photo ID.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nonrefundable items include labor, installation charges, delivery and shipping charges (unless due to Lowe's error), gift and merchandise cards, whole house generators, as-is merchandise and paint samples.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Once a return is complete, allow up to 7 business days for the funds to be credited, depending on the financial institution. Gift card and in-store credit purchases are refunded as in-store credit.","issues":["refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Call customer care for a delivery that arrived damaged or incomplete; call Service Advantage for a defective product under warranty.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"Report damage, missing items or delivery errors to customer care.","channel":"customer-service-phone"},{"do":"For a defective product, call Lowe's Service Advantage to set up a factory-certified service visit; repairs covered by the manufacturer's warranty are free.","channel":"service-advantage-phone"},{"do":"If Lowe's does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"process","claim":"If an order arrives damaged, incomplete or needing replacement parts, contact Lowe's customer care at 1-800-445-6937 to report it.","issues":["damaged_item","lost_package"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"For a lower price found after purchase, ask Lowe's by chat or 1-877-465-6937 to validate it under the Lowest Price Guarantee.","evidence":["order number or receipt","link or ad showing the competitor's lower price for the identical item","shipping cost"],"steps":[{"do":"Find the identical item at a lower price from a competitor that can ship it to your location."},{"do":"Contact Lowe's by chat or call the price guarantee line. The request must come from the customer who made the purchase.","channel":"price-guarantee-phone"}],"facts":[{"kind":"policy","claim":"If you find a lower price on an identical item after purchase, contact Lowe's by chat or 1-877-465-6937 for validation. The Lowest Price Guarantee compares item price plus shipping or delivery cost, the item must be available from the competitor to ship to your location, and only the purchasing customer can request it.","issues":["billing_error","refund_request"],"source":"https://www.lowes.com/l/help/returns-policy","last_verified":"2026-10-12"}]}],"known_blockers":["Lowe's help pages load with JavaScript; plain HTTP fetches return 403.","Refund verification may require the customer's photo ID in store."]},{"id":"macys","name":"Macy's","aliases":["macys","macy's","macys.com","macy's inc","macy's backstage","macy's star rewards"],"sector":"retail","parent":"Macy's, Inc.","website":"https://www.macys.com","official_domains":["macys.com","customerservice-macys.com","macysinc.com"],"regulators":["ftc"],"notes":"Macy's department stores and macys.com. Macy's, Inc. is at 151 West 34th Street, New York, NY 10001, and its corporate site links Macy's Customer Service at customerservice-macys.com. macys.com and customerservice-macys.com blocked automated fetches on 2026-10-13, so the return, price adjustment and phone values below were read from search-result text of Macy's own help articles; check the live page before relying on a date or amount. Not covered (not verified): the Macy's credit card issuer and card dispute channel, lost-package claims, protection plans, and Macy's anti-phishing guidance.","channels":[{"id":"customer-service-phone","type":"phone","label":"Macy's Customer Service (1-800-BUY-MACY)","value":"+1-800-289-6229","purposes":["refund_request","damaged_item","lost_package","price_adjustment","billing_error"],"notes":"Read from search-result text of Macy's help articles on 2026-10-13 (macys.com blocked automated fetches). The return-policy text gives this number, 10 AM-10 PM ET daily, for returns of area rugs bought online; other Macy's pages may show other hours.","source":"https://www.macys.com/customer-service/articles/what-is-macys-return-policy","last_verified":"2026-10-13"},{"id":"customer-service-site","type":"portal","label":"Macy's Customer Service site (help articles and contact options)","value":"https://customerservice-macys.com/articles/cuhc","purposes":["refund_request","damaged_item","lost_package","price_adjustment","poor_service"],"notes":"Linked as \"Macy's Customer Service\" from the Macy's, Inc. contact page. The page itself blocked automated fetches on 2026-10-13.","source":"https://www.macysinc.com/contact-us","last_verified":"2026-10-13"},{"id":"return-policy","type":"portal","label":"Macy's Return Policy help article","value":"https://www.macys.com/customer-service/articles/what-is-macys-return-policy","purposes":["refund_request","damaged_item"],"notes":"Read from search-result text on 2026-10-13; the page blocked automated fetches.","source":"https://www.macys.com/customer-service/articles/what-is-macys-return-policy","last_verified":"2026-10-13"},{"id":"price-adjustment-help","type":"portal","label":"Macy's \"How do I request a Price Adjustment?\" help article","value":"https://www.macys.com/customer-service/articles/how-can-i-get-a-price-adjustment","purposes":["price_adjustment"],"notes":"For online purchases, the article says to chat with Macy's or call customer service to request the adjustment. Read from search-result text on 2026-10-13; the page blocked automated fetches.","source":"https://www.macys.com/customer-service/articles/how-can-i-get-a-price-adjustment","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most Macy's purchases can be returned by mail or in store within 30 days; purchases from October 5, 2026 have a holiday window to January 31, 2027. Non-members pay a $9.99 return shipping fee on mail returns.","evidence":["receipt or order number","the item with original tags","card used for the purchase"],"steps":[{"do":"Check the return window and the final-sale exceptions in the return policy.","channel":"return-policy"},{"do":"Return the item in saleable condition with its original tags at a Macy's store (free) or by mail.","channel":"return-policy"},{"do":"If Macy's refuses a return the policy allows, call customer service and ask for a supervisor.","channel":"customer-service-phone"},{"do":"If the refund still does not arrive, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most merchandise can be returned by mail or in store within 30 days of purchase. \"Effective on purchases starting October 5, 2026, most merchandise purchased at Macy's or macys.com will be accepted for return until Jan. 31, 2027.\" Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://www.macys.com/customer-service/articles/what-is-macys-return-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Returns in store are free, and return shipping is free for Star Rewards members. For non-members, \"a $9.99 return shipping fee plus tax, where applicable, will be deducted from your refund.\" Shipping and delivery fees are not refunded. Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://www.macys.com/customer-service/articles/what-is-macys-return-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Final sale exceptions include gift cards (which \"cannot be returned, exchanged, or price adjusted\"), altered or personalized items, food and live plants. Returned items must be in saleable condition with original tags; rugs, mattresses and Backstage items have their own rules. Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://www.macys.com/customer-service/articles/what-is-macys-return-policy","last_verified":"2026-10-13"}]},{"issue":"price_adjustment","summary":"If a Macy's advertised price drops within 10 days of your order date, ask for the difference; marketplace and Direct from Vendor items are excluded, and Macy's accepts requests only directly from the customer.","evidence":["order number or receipt","screenshot of the lower Macy's price with the date"],"steps":[{"do":"Check that the price drop is within 10 days of the order date and is an advertised Macy's price.","channel":"price-adjustment-help"},{"do":"The customer must make the request personally, by chat or phone for online orders; Macy's does not accept requests sent through apps or third parties.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"\"If the price of your item drops within 10 days of your order date, you can request a price adjustment and receive a refund of the difference.\" The lower price must be an advertised Macy's price, and promotional discounts cannot be combined with a price adjustment. Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["price_adjustment"],"source":"https://www.macys.com/customer-service/articles/how-can-i-get-a-price-adjustment","last_verified":"2026-10-13"},{"kind":"limit","claim":"Items shipped and sold by Digital Third Party Sellers or Direct from Vendor partners are not eligible for price adjustments. \"Macy's does not accept price adjustment requests submitted via applications or third parties. Only requests submitted directly by a customer will be accepted.\" Read from search-result text of the page on 2026-10-13; the page blocked automated fetches.","issues":["price_adjustment"],"source":"https://www.macys.com/customer-service/articles/how-can-i-get-a-price-adjustment","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Return a damaged or defective item under the return policy, by mail or in store, or call customer service.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and the box, then return it by mail or in store within the return window.","channel":"return-policy"},{"do":"Or call Macy's Customer Service for help with the damaged item.","channel":"customer-service-phone"}]}],"known_blockers":["Macy's says it does not accept price adjustment requests submitted through apps or third parties; the customer must make the request directly.","macys.com and customerservice-macys.com block automated readers, so an agent cannot confirm the current policy text; hand the browser to the person to check it."]},{"id":"newegg","name":"Newegg","aliases":["newegg.com","newegg marketplace"],"sector":"retail","website":"https://www.newegg.com","account_url":"https://secure.newegg.com/orders/list","official_domains":["newegg.com"],"security":{"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Newegg sells its own stock and Marketplace items from third-party sellers. Marketplace items are covered by each seller's return policy, and the seller answers return requests; the policy on the product page for a Marketplace item \"is the seller's policy — not Newegg's.\" Each product's Warranty & Returns tab shows its refund window, replacement window and policy. Newegg's current return policy uses the labels 15 Days, 30 Days, 90-Day Refreshed, Final Sale, Manufacturer Warranty Only and Non-Returnable.","channels":[{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"},{"id":"manufacturer-directory","type":"portal","label":"Newegg manufacturer contact directory (warranty support)","value":"https://www.newegg.com/d/Info/ContactManufacturer","purposes":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"live-chat"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Check the item's return window on its Warranty & Returns tab, then request Refund or Replace in Order History; Marketplace items follow the seller's policy.","evidence":["order number","item's return policy label","photos if defective"],"steps":[{"do":"Open Order History, click Refund or Replace, choose the item and a reason, and submit. Days left to return show in orange with a return-by date.","channel":"order-history"},{"do":"Ship it with the RMA number on the package before the return label expires (14 days). Large items such as TVs need a carrier pickup arranged through Customer Service.","channel":"customer-service-phone"},{"do":"For a Marketplace item, start the return the same way; the seller responds directly. Confirm the seller's terms first."},{"do":"If Newegg or the seller refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Return periods by label: 15 Days (PC accessories, notebooks, monitors, tablets, desktop PCs, home audio and video, projectors and similar); 30 Days (all other products not listed); 90-Day Refreshed (refund or replacement within 90 days of delivery).","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"limit","claim":"Final Sale (open-box) items get a replacement only if they arrived damaged or defective and you contact Customer Service within 15 days of delivery. Manufacturer Warranty Only items are handled by the manufacturer. Non-Returnable items include office supplies, software, ink and toner, warranty service and digital games.","issues":["refund_request","damaged_item"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"fee","claim":"\"A 15% restocking fee may apply to select product categories\", such as opened hard drives, motherboards, graphics cards, projectors and TVs. New, unopened returns and items received damaged or defective are not charged the fee.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"fee","claim":"Items up to 50 lb get a free return label; heavier items get free return shipping only if defective or damaged. When a non-defective or wrong item is returned for a refund, Newegg may deduct the return shipping cost. Return labels expire after 14 days.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"process","claim":"Returns are \"typically processed within 2 business days\" after Newegg receives them. Refunds go to the original payment method, or by check to the billing address if that method is no longer valid.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/refund-process","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Report damage within 15 days of delivery with the order's Delivery Issues button and photos of the item and box.","evidence":["order number","clear photos of the item and the shipping box"],"steps":[{"do":"Within 15 days of the delivery date, open the order and click Delivery Issues. Include clear photos of the item and the shipping box.","channel":"order-history"},{"do":"If asked to return the item, use the free return label that Newegg emails."},{"do":"If you cannot use the online form, contact live chat.","channel":"live-chat"}],"facts":[{"kind":"deadline","claim":"Damaged, missing or not-received items must be reported \"within 15 days of the delivery date\" through Delivery Issues on the order. For damage, \"Include clear photos of both the item and the shipping box\".","issues":["damaged_item","lost_package"],"source":"https://kb.newegg.com/knowledge-base/reporting-a-delivery-issue","last_verified":"2026-10-13"}]},{"issue":"lost_package","summary":"If tracking says delivered but nothing arrived, or items are missing, report it within 15 days of the delivery date.","evidence":["order number","tracking history"],"steps":[{"do":"Within 15 days of the delivery date, open the order and click Delivery Issues. File other items in the order as a separate request.","channel":"order-history"},{"do":"If Newegg does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"The 15-day window from the delivery date also applies when \"tracking says delivered, but you never received the package\" and when items are missing from a package.","issues":["lost_package"],"source":"https://kb.newegg.com/knowledge-base/reporting-a-delivery-issue","last_verified":"2026-10-13"}]},{"issue":"warranty_claim","summary":"After the return window, use the manufacturer's warranty from the product's Warranty & Returns tab; for Marketplace items, contact the seller.","evidence":["order number","serial number","description of the fault"],"steps":[{"do":"Find the manufacturer's contact on the product's Warranty & Returns tab or in Newegg's manufacturer directory.","channel":"manufacturer-directory"},{"do":"For a Marketplace item, contact the seller first.","channel":"order-history"}],"facts":[{"kind":"policy","claim":"\"Most products sold on Newegg are covered by both Newegg's return policy and the product manufacturer's warranty.\" For some items, warranty support beyond the return policy comes from a third-party service provider named on the Warranty & Returns tab.","issues":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}]}],"known_blockers":["Returns and delivery-issue reports start in Order History, which needs the account holder's sign-in (guests use Find Your Order).","Contact Customer Service before refusing a delivery so the refund is not delayed."]},{"id":"nordstrom","name":"Nordstrom","aliases":["nordstrom.com","nordstrom inc","nordstrom local"],"sector":"retail","website":"https://www.nordstrom.com","account_url":"https://www.nordstrom.com/my-account/order-lookup","official_domains":["nordstrom.com"],"security":{"known_scams":[{"kind":"policy","claim":"Nordstrom warns of websites and emails that try to get customers to share personal information, for example by soliciting charitable donations or offering gift cards in exchange for information. \"Nordstrom does not solicit charitable donations in this way, or sponsor these websites.\"","source":"https://www.nordstrom.com/browse/customer-service/frequently-asked-questions","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-fraud-email","type":"email","label":"Forward a potentially fraudulent website or email that uses Nordstrom's name","value":"onlinefraud@nordstrom.com","purposes":["fraud"],"source":"https://www.nordstrom.com/browse/customer-service/frequently-asked-questions","last_verified":"2026-10-13"},{"id":"report-fraud-phone","type":"phone","label":"Call Nordstrom about a potentially fraudulent website or email","value":"+1-888-282-6060","purposes":["fraud"],"source":"https://www.nordstrom.com/browse/customer-service/frequently-asked-questions","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Nordstrom sells its own stock and items from third-party sellers; third-party seller items have their own return-by dates and are excluded from price adjustments. Nordstrom Rack has a separate return policy on the Nordstrom Rack site; Nordstrom's return policy page does not state it, so this file does not cover Rack purchases. Nordstrom and Nordstrom.com items (except fine jewelry and designer items) can be returned at Nordstrom Rack stores.","channels":[{"id":"customer-service-phone","type":"phone","label":"Nordstrom U.S. Customer Service (orders, returns, account questions)","value":"+1-888-282-6060","hours":"24/7 (\"We're Here 24/7 - call or chat with us online\")","purposes":["refund_request","price_adjustment","lost_package","damaged_item","warranty_claim","billing_error"],"source":"https://www.nordstrom.com/browse/customer-service","last_verified":"2026-10-13"},{"id":"customer-service-chat","type":"chat","label":"Nordstrom Customer Service page (online chat and self-service links)","value":"https://www.nordstrom.com/browse/customer-service","hours":"24/7","purposes":["refund_request","price_adjustment","lost_package","damaged_item"],"source":"https://www.nordstrom.com/browse/customer-service","last_verified":"2026-10-13"},{"id":"make-a-return","type":"portal","label":"Make a Return (start an online return; prepaid label by email)","value":"https://www.nordstrom.com/my-account/blank-return","purposes":["refund_request","damaged_item"],"access":"login","notes":"No printer is needed; show the QR code at an eligible USPS or FedEx location, or return at any store register.","source":"https://www.nordstrom.com/browse/customer-service","last_verified":"2026-10-13"},{"id":"price-adjustment-request","type":"web_form","label":"Request a Price Adjustment","value":"https://www.nordstrom.com/my-account/price-adjustment","purposes":["price_adjustment"],"access":"login","source":"https://www.nordstrom.com/browse/customer-service","last_verified":"2026-10-13"},{"id":"order-lookup","type":"portal","label":"Order Status (report an order issue, cancel an order while it is still processing)","value":"https://www.nordstrom.com/my-account/order-lookup","purposes":["lost_package","late_delivery"],"source":"https://www.nordstrom.com/browse/customer-service","last_verified":"2026-10-13"},{"id":"credit-services-phone","type":"phone","label":"Nordstrom Credit Services","value":"+1-800-264-6260","purposes":["billing_error","unauthorized_charge"],"source":"https://www.nordstrom.com/browse/customer-service","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Nordstrom handles returns case by case and states no time limit; refunds go to the original payment method.","evidence":["receipt or order number","the item with tags and packaging"],"steps":[{"do":"Start the return online (Make a Return) for a prepaid label, or take the item to any Nordstrom store register.","channel":"make-a-return"},{"do":"Fine jewelry must go to a Nordstrom store with a Fine Jewelry department; it cannot be returned by mail."},{"do":"For a third-party seller item, check the return-by date in your order history and return it unworn, undamaged, unaltered and with the original tags."},{"do":"If the refund does not arrive, call Customer Service with the order number.","channel":"customer-service-phone"},{"do":"If Nordstrom refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"\"We handle returns on a case-by-case basis with the ultimate goal of making our customers happy.\" The policy also says \"There are no time limits for returns or exchanges\" and \"From time to time we may not accept a return.\"","issues":["refund_request"],"source":"https://www.nordstrom.com/browse/services/return-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Exceptions: \"Gift cards can't be returned\"; fine jewelry cannot be returned by mail; special-occasion and designer items need all packaging and tags attached; car seats and bases only in original, unopened boxes; Watchfinder & Co. pre-owned items are ineligible for refund or exchange.","issues":["refund_request"],"source":"https://www.nordstrom.com/browse/services/return-policy","last_verified":"2026-10-13"},{"kind":"process","claim":"Refunds go to the tender used for the purchase. In-store returns: \"Refunds can be expected in 3-5 business days.\" Mailed returns are processed in 8-12 business days, then refunds take 3-5 business days. Returns are free, but \"we cannot refund shipping charges.\"","issues":["refund_request"],"source":"https://www.nordstrom.com/browse/services/return-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Without a record of sale, a refund may require personal identification and is issued as a Nordstrom gift card at the current price.","issues":["refund_request"],"source":"https://www.nordstrom.com/browse/services/return-policy","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Third-party seller purchases get a full refund only if returned by the seller's return-by date shown in order history; Nordstrom says to allow 10-14 business days to process these returns.","issues":["refund_request"],"source":"https://www.nordstrom.com/browse/services/return-policy","last_verified":"2026-10-13"}]},{"issue":"price_adjustment","summary":"Ask within 10 days of purchase or shipment when Nordstrom lowers the price of a full-price item; no competitor price matching.","evidence":["order number or receipt","the lower price on nordstrom.com","same color and size"],"steps":[{"do":"Submit the Request a Price Adjustment form within 10 days of the in-store purchase or shipment date.","channel":"price-adjustment-request"},{"do":"Or call Customer Service and ask for the adjustment.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Price adjustments must be requested \"within 10 days of your in-store purchase or shipment date\", for items bought at full price that Nordstrom later lowers, while the same color and size are available.","issues":["price_adjustment"],"source":"https://www.nordstrom.com/browse/customer-service/policy/pricing-policy","last_verified":"2026-10-13"},{"kind":"limit","claim":"Not eligible: items originally bought on sale, items from third-party sellers, a second adjustment on the same item, and automated requests from third-party services. \"We don't price match other retailers.\" Approved adjustments are credited to the original form of payment.","issues":["price_adjustment"],"source":"https://www.nordstrom.com/browse/customer-service/policy/pricing-policy","last_verified":"2026-10-13"}]},{"issue":"lost_package","summary":"Report missing items or shipments in your account within 30 days of the ship date.","evidence":["order number","ship date","tracking"],"steps":[{"do":"Within 30 days of the ship date, open the order in your account and report an order issue, or contact Customer Service.","channel":"order-lookup"},{"do":"If Nordstrom does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"\"If you're missing items or shipments within 30 days of the ship date, visit your account to report an order issue or contact us for help.\"","issues":["lost_package"],"source":"https://www.nordstrom.com/browse/customer-service/frequently-asked-questions","last_verified":"2026-10-13"}]},{"issue":"warranty_claim","summary":"Warranties come from the manufacturer; Nordstrom customer care answers warranty questions.","evidence":["order number or receipt","product details"],"steps":[{"do":"Check the manufacturer's warranty, then call Nordstrom customer care with warranty questions.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"\"Some products may have warranties, and warranty information should be available directly through the manufacturer.\" Nordstrom lists 1.888.282.6060 for warranty questions.","issues":["warranty_claim"],"source":"https://www.nordstrom.com/browse/customer-service/frequently-asked-questions","last_verified":"2026-10-13"}]}],"known_blockers":["Online returns and price adjustment requests use the Nordstrom account pages (sign-in or order lookup)."]},{"id":"sams-club","name":"Sam's Club","aliases":["sams club","samsclub.com","sam's club membership","sam's club plus","sams club plus","member's mark"],"sector":"retail","also_sectors":["subscription"],"parent":"Walmart Inc.","website":"https://www.samsclub.com","official_domains":["samsclub.com"],"regulators":["ftc"],"notes":"Sam's Club is a paid-membership warehouse club owned by Walmart Inc., with its own help center (help.samsclub.com) separate from Walmart's. On 2026-10-13 samsclub.com showed a bot check and help.samsclub.com articles returned HTTP 403 to automated fetches; only the help center home page could be read. Values marked \"search-result text\" were read from search-result text of the named help.samsclub.com pages, not from the pages themselves. Recheck them before relying on them.","channels":[{"id":"member-care-phone","type":"phone","label":"Sam's Club membership line (cancel membership)","value":"+1-888-746-7726","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error"],"notes":"Read from search-result text of the help.samsclub.com cancellation article on 2026-10-13; the page blocked automated fetches. Hours not confirmed.","source":"https://help.samsclub.com/app/answers/detail/a_id/2563/~/how-to-cancel-sams-club-membership","last_verified":"2026-10-13"},{"id":"club-membership-desk","type":"in_person","label":"Membership / Member Services desk at any Sam's Club","value":"Any Sam's Club location, Member Services desk","purposes":["cancel_service","refund_request","damaged_item"],"notes":"Read from search-result text of help.samsclub.com on 2026-10-13; the pages blocked automated fetches.","source":"https://help.samsclub.com/app/answers/detail/a_id/2563/~/how-to-cancel-sams-club-membership","last_verified":"2026-10-13"},{"id":"help-email-form","type":"web_form","label":"Sam's Club help center email form","value":"https://help.samsclub.com/app/ask","purposes":["refund_request","cancel_service","lost_package","damaged_item","poor_service"],"notes":"The help center home page said chat support was \"currently not available\" on 2026-10-13.","source":"https://help.samsclub.com/","last_verified":"2026-10-13"},{"id":"credit-personal-phone","type":"phone","label":"Sam's Club personal credit card line","value":"+1-800-964-1917","purposes":["billing_error","unauthorized_charge","cancel_service"],"notes":"Members whose fee is auto-billed to a Sam's Club credit card must also contact the card issuer to leave the automatic billing program. Business credit is +1-800-203-5764.","source":"https://help.samsclub.com/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-care-phone"},{"rung":"supervisor","channel":"club-membership-desk"},{"rung":"written_complaint","channel":"help-email-form"},{"rung":"payment_dispute","note":"Card dispute for a membership charge after a cancellation."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel at a club or by phone and ask for the 100% Membership Satisfaction Guarantee refund of the current year's fee; turning off auto-renew is a separate step.","evidence":["membership number","renewal date and amount","cancellation confirmation"],"steps":[{"do":"Cancel at the membership desk of any club, or call the membership line, and ask for a refund of the current year's fee under the 100% Membership Satisfaction Guarantee.","channel":"member-care-phone"},{"do":"To stop only the next renewal, turn off Auto-renew in your account settings, at a club, or through Sam's Club contact channels. This does not cancel the membership.","channel":"club-membership-desk"},{"do":"If the fee is auto-billed to a Sam's Club credit card, also call the card issuer to leave the automatic billing program.","channel":"credit-personal-phone"},{"do":"Dispute any renewal charge made after a confirmed cancellation with your card issuer."}],"facts":[{"kind":"policy","claim":"Under the 100% Membership Satisfaction Guarantee, an unsatisfied member can ask Sam's Club to cancel the membership and refund the amount paid for the current year's membership fee. Read from search-result text of Sam's Club's terms page on 2026-10-13; the page blocked automated fetches.","issues":["cancel_service","refund_request"],"source":"https://help.samsclub.com/app/answers/detail/a_id/4075/~/terms-and-conditions---sams-club","last_verified":"2026-10-13"},{"kind":"limit","claim":"The guarantee applies to current active members; memberships bought through the Sponsored Membership Program or third parties and guest memberships are excluded. Plus has a limit of one Plus Membership cancellation per household or business per year, and refunds cover the current membership year only. Read from search-result text on 2026-10-13; the pages blocked automated fetches.","issues":["cancel_service","refund_request"],"source":"https://help.samsclub.com/app/answers/detail/a_id/4075/~/terms-and-conditions---sams-club","last_verified":"2026-10-13"},{"kind":"policy","claim":"Cancellation of enrollment in the Auto-renew Program is distinct from cancellation of the Sam's Club Membership. Auto-renew can be removed in the account's Auto-renew settings, at a local club, or by contacting Sam's Club. Read from search-result text on 2026-10-13; the pages blocked automated fetches.","issues":["cancel_service"],"source":"https://help.samsclub.com/app/answers/detail/a_id/2386/~/how-to-change-auto-renew-settings","last_verified":"2026-10-13"},{"kind":"policy","claim":"A member who cancels without a refund keeps access until the end of the membership year; a member who takes the guarantee refund loses access. Read from search-result text on 2026-10-13; the pages blocked automated fetches.","issues":["cancel_service"],"source":"https://help.samsclub.com/app/answers/detail/a_id/2563/~/how-to-cancel-sams-club-membership","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Return items at the Member Services desk of any club; electronics and major appliances within 90 days; refunds go to the original form of payment.","evidence":["membership card","receipt or printed order","the item with accessories and packing slip"],"steps":[{"do":"Take the item, its accessories and the receipt or order to the Member Services desk at any Sam's Club.","channel":"club-membership-desk"},{"do":"For an online order you cannot bring to a club, use the help center email form.","channel":"help-email-form"},{"do":"For a membership fee refund, use the cancel_service steps (100% Membership Satisfaction Guarantee).","channel":"member-care-phone"},{"do":"If Sam's Club refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Electronics and major appliances must be returned within 90 days. Read from search-result text of Sam's Club's Returns page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://help.samsclub.com/app/answers/detail/a_id/4072/~/returns---sams-club","last_verified":"2026-10-13"},{"kind":"limit","claim":"Items with no return option include gift cards and prepaid cards, tickets, collectibles, trading cards, custom-made items and Wholesale Trading (Truckload) Program purchases, among others. Read from search-result text of Sam's Club's Returns page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://help.samsclub.com/app/answers/detail/a_id/4072/~/returns---sams-club","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We prefer your original receipt or printed order, but if that's not available, we'll do our best to process your return without it.\" Refunds are issued as cash or credit depending on the original form of payment. Read from search-result text of help.samsclub.com on 2026-10-13; the pages blocked automated fetches.","issues":["refund_request"],"source":"https://help.samsclub.com/app/answers/detail/a_id/4072/~/returns---sams-club","last_verified":"2026-10-13"}]}],"known_blockers":["samsclub.com shows a bot check (\"Let us know you're human\") and help.samsclub.com articles return HTTP 403 to automated tools; hand the browser to the person.","Online membership changes (Manage Membership, Auto-renew settings) need the member's sign-in."]},{"id":"shein","name":"SHEIN","aliases":["shein","shein.com","us.shein.com","shein us services"],"sector":"retail","parent":"Roadget Business Pte. Ltd.","website":"https://us.shein.com","official_domains":["shein.com"],"security":{"known_scams":[{"kind":"policy","claim":"Fake storefronts, listings or social media seller accounts that sell supposedly authentic SHEIN products at steep discounts and send buyers to outside sites or unofficial payment methods.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake login pages or pop-ups that imitate the SHEIN login to steal credentials, and fake remote \"task\" jobs that ask for activation fees or deposits. SHEIN says to contact customer support only through its official website, apps and authorized channels.","source":"https://us.shein.com/faq/detail?id=77650","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"The U.S. site and app are provided by SHEIN US Services, LLC. Third-party marketplace sellers on SHEIN may have their own return windows. After the U.S. ended the de minimis exemption in 2025, SHEIN raised U.S. prices. SHEIN pages render mostly by script; the mobile site (m.shein.com/us) shows the policy text. No customer service phone number was found.","channels":[{"id":"return-policy","type":"portal","label":"SHEIN return policy (start returns from My Orders)","value":"https://us.shein.com/Return-Policy-a-281.html","purposes":["refund_request","damaged_item"],"access":"login","notes":"To return, sign in, open My Orders, Order Details, Return Item, choose items, reason, return method and refund method.","source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"id":"dispute-mail","type":"mail","label":"SHEIN informal dispute notice and arbitration requests (registered agent)","value":"Paracorp, 2140 S. DuPont Hwy, Camden, DE 19934","purposes":["refund_request","poor_service"],"notes":"The notice must include your name, phone number, mailing address, email, a description of the dispute, and your counsel's details if any. The terms also list an email address for notices, but the page hides it.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"return-policy","note":"Contact Customer Service from the order in the app or site."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"dispute-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most items can be returned within 30 days from delivery; the first return per order is free.","evidence":["order number","return QR code or label","drop-off receipt"],"steps":[{"do":"Check that the item is returnable (bodysuits, lingerie, underwear, jewelry, cosmetics, clearance and other final-sale items are not)."},{"do":"Start the return from My Orders, choose the drop-off method and the refund method.","channel":"return-policy"},{"do":"Keep the drop-off receipt until the refund posts."},{"do":"If SHEIN does not refund, send the informal dispute notice and dispute the charge with your card issuer.","channel":"dispute-mail"}],"facts":[{"kind":"deadline","claim":"Most SHEIN items may be returned within 30 days from the delivery date; third-party seller items may have a different window shown on the product page.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The first return from an order is free; a second or later return from the same order has a $6.99 fee deducted from the refund. The original shipping fee is not refunded.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"process","claim":"SHEIN estimates about 5-7 days for return shipping, 5-7 days for inspection, about 1 day to issue the refund, and 1-10 business days for the bank.","issues":["refund_request"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Contact Customer Service within 90 days of the order date for faulty or damaged items; electronics have a 30-day path.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Contact Customer Service from the order within 90 days of the order date.","channel":"return-policy"},{"do":"For electronics that arrive damaged or fail within 30 days of delivery, contact SHEIN at once and return the item with original packaging, manuals and parts, postmarked within 30 days of delivery."}],"facts":[{"kind":"deadline","claim":"For faulty or damaged items, contact SHEIN Customer Service within 90 days from the order date.","issues":["damaged_item"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Electronics that arrive damaged, will not start, or malfunction within 30 days of delivery must be returned postmarked within 30 days of delivery, with original packaging, manuals and parts.","issues":["damaged_item","warranty_claim"],"source":"https://m.shein.com/us/Return-Policy-a-281.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"SHEIN's U.S. terms (effective September 3, 2026) require a notice of intent to hold an informal dispute resolution conference; if the dispute is not resolved within 60 days after SHEIN receives the notice, either side may start JAMS arbitration.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of SHEIN's arbitration agreement within 30 days after you first become subject to it; the terms specify email only for the opt-out.","source":"https://m.shein.com/us/Terms-and-Conditions-a-399.html","last_verified":"2026-10-12"}],"known_blockers":["SHEIN returns and customer service contact need the account holder's sign-in.","us.shein.com pages render by script; an agent may see only the page title.","The email address for dispute notices and opt-outs is hidden on the terms page."]},{"id":"target","name":"Target","aliases":["target.com","target corporation","target circle","target circle 360","target plus"],"sector":"retail","parent":"Target Corporation","website":"https://www.target.com","account_url":"https://www.target.com/account","official_domains":["target.com"],"security":{"never_asks":[{"kind":"policy","claim":"Target says it will never call, email or text to request personal information such as your password, Target Circle Card PIN or Social Security number.","source":"https://www.target.com/c/redcard-benefits-identity-safeguards/-/N-4srzk","last_verified":"2026-10-12"},{"kind":"policy","claim":"Target says it will never ask for payment, gift cards or banking information during recruiting, and that recruiter emails come from an @target.com address.","source":"https://corporate.target.com/careers/fraudulent-job-postings","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Target as the No. 3 most impersonated organization or brand in 2025, with 723 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-guest-relations-email","type":"email","label":"Ask Target Guest Relations whether a suspicious call, text or email came from Target","value":"Guest.Relations@target.com","purposes":["fraud"],"source":"https://www.target.com/c/redcard-benefits-identity-safeguards/-/N-4srzk","last_verified":"2026-10-12"},{"id":"verify-guest-relations-phone","type":"phone","label":"Target Guest Relations (verify a suspicious contact)","value":"+1-800-440-0680","purposes":["fraud"],"source":"https://www.target.com/c/redcard-benefits-identity-safeguards/-/N-4srzk","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Target Plus items are sold by partner sellers on Target.com and can have a 30-day window. Target Circle 360 is a paid membership; its cancellation path was not confirmed and is not recorded here.","channels":[{"id":"guest-services-phone","type":"phone","label":"Target.com Guest Services (orders, price match, damaged or missing items)","value":"+1-800-591-3869","purposes":["refund_request","lost_package","damaged_item","billing_error"],"source":"https://www.target.com/help/articles/policies-guidelines/price-match-guarantee","last_verified":"2026-10-12"},{"id":"guest-relations-phone","type":"phone","label":"Target guest service and Guest Relations (Target.com orders, store experience, Target Circle Card)","value":"+1-800-440-0680","purposes":["refund_request","poor_service","billing_error"],"source":"https://corporate.target.com/about/contact-us","last_verified":"2026-10-12"},{"id":"contact-us","type":"portal","label":"Target Help contact options by topic","value":"https://www.target.com/help/contact-us","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","poor_service"],"source":"https://www.target.com/help/contact-us","last_verified":"2026-10-12"},{"id":"returns","type":"portal","label":"Start a return (Target.com and in-store purchases in your account)","value":"https://www.target.com/returns","purposes":["refund_request","damaged_item"],"access":"login","source":"https://www.target.com/help/articles/returns-exchanges/returns","last_verified":"2026-10-12"},{"id":"gift-card-phone","type":"phone","label":"Target GiftCard (including reporting suspicious contact)","value":"+1-800-544-2943","purposes":["unauthorized_charge"],"source":"https://corporate.target.com/about/contact-us","last_verified":"2026-10-12"},{"id":"circle-mastercard-phone","type":"phone","label":"Target Circle Mastercard (including reporting suspicious contact)","value":"+1-800-424-6888","purposes":["unauthorized_charge","billing_error"],"source":"https://corporate.target.com/about/contact-us","last_verified":"2026-10-12"},{"id":"circle-debit-phone","type":"phone","label":"Target Circle Debit Card (including reporting suspicious contact)","value":"+1-888-729-7331","purposes":["unauthorized_charge","billing_error"],"source":"https://corporate.target.com/about/contact-us","last_verified":"2026-10-12"},{"id":"law-department-notice","type":"mail","label":"Informal dispute notice (required before arbitration; certified mail)","value":"Target Law Department, 1000 Nicollet Mall, TPS-3155, Minneapolis, MN 55403","purposes":["refund_request","poor_service"],"notes":"Send by certified mail with return receipt. Include transaction and account details, contact information, a description of the dispute, the relief sought with a calculation, and your personal signature.","source":"https://www.target.com/c/terms-conditions/-/N-4sr7l","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"guest-services-phone"},{"rung":"supervisor","channel":"guest-relations-phone"},{"rung":"written_complaint","channel":"law-department-notice"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most unopened items have 90 days; electronics 30 days; Apple, Beats and phones 14 days; Target Owned Brands one year.","evidence":["receipt or order number","payment card","item in new condition"],"steps":[{"do":"Check the window for the item's category. For Target.com orders the window starts when you receive the items."},{"do":"Start the return online or take the item to a store with the receipt or order number.","channel":"returns"},{"do":"If the refund does not post in the expected time, call Target.com Guest Services.","channel":"guest-services-phone"},{"do":"If Target refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Most unopened items sold by Target in new condition and returned within 90 days receive a refund or exchange.","issues":["refund_request"],"source":"https://www.target.com/help/articles/returns-exchanges/returns","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Most electronics and entertainment items (excluding Apple and Beats) have a 30-day window; Apple and Beats products, including mobile phones, have 14 days; Target Owned Brand items can be returned within one year with a receipt.","issues":["refund_request","damaged_item"],"source":"https://www.target.com/help/article/000061982","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Target Circle Card holders and Target Circle 360 members get an extra 30 days to return nearly all items bought with their Target Circle Card.","issues":["refund_request"],"source":"https://www.target.com/help/articles/returns-exchanges/returns","last_verified":"2026-10-12"},{"kind":"process","claim":"Target Circle Card refunds typically post within 2 days after approval and third-party credit card refunds within 5 days; items mailed to the Online Return Center take 7 to 10 more business days on average for approval.","issues":["refund_request"],"source":"https://www.target.com/help/articles/returns-exchanges/returns","last_verified":"2026-10-12"},{"kind":"fee","claim":"A restocking charge of up to $35 may apply to opened mobile phones.","issues":["refund_request"],"source":"https://www.target.com/help/article/000061982","last_verified":"2026-10-12"},{"kind":"policy","claim":"Target adjusts to its own lower price (Target.com, Target store, or Target Circle deal) at purchase or within 14 days after purchase; it does not match competitors.","issues":["refund_request"],"source":"https://www.target.com/help/articles/policies-guidelines/price-match-guarantee","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Call Target.com Guest Services for damaged, defective or missing items delivered to you.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and the packaging."},{"do":"Call Target.com Guest Services and ask for a replacement or refund.","channel":"guest-services-phone"},{"do":"For an item past the return window, use the manufacturer warranty or, for Target Owned Brands, the one-year return."}]},{"issue":"lost_package","summary":"Report a Target.com package that did not arrive to Guest Services.","evidence":["order number","tracking history"],"steps":[{"do":"Check the order status and tracking in your account."},{"do":"Call Target.com Guest Services and ask for a replacement or refund.","channel":"guest-services-phone"},{"do":"If Target does not refund or resend, dispute the charge with your card issuer."}]}],"facts":[{"kind":"process","claim":"Target's terms (last updated September 10, 2026) require a signed written notice to the Target Law Department and 60 days of good-faith negotiation before arbitration; JAMS administers arbitration and either side may use small claims court.","source":"https://www.target.com/c/terms-conditions/-/N-4sr7l","last_verified":"2026-10-12"}],"known_blockers":["Online returns and order history need the guest's Target.com sign-in."]},{"id":"temu","name":"Temu","aliases":["temu.com","whaleco","whaleco inc"],"sector":"retail","parent":"PDD Holdings","website":"https://www.temu.com","official_domains":["temu.com","temuemail.com","temumail.com","temuofficial.com","temufavor.com"],"security":{"never_asks":[{"kind":"policy","claim":"Temu says official Temu emails do not ask for your Temu password, card security code, card number or PIN, Social Security or tax ID number, or answers to security questions. Its listed sender domains are temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not ask you to pay additional fees by email or text after you place an order, for example for a free gift or for customs clearance.","source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says it will not call you out of the blue to ask for your card number or other sensitive information, or ask you to transfer money.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Temu says its customer support is always free of charge. If a third-party website offers Temu support for a fee, do not pay.","source":"https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers who say they are from \"Temu Customer Service\", may already know your name, address and phone number, and push for payment by wire transfer, gift card, cryptocurrency or payment app.","source":"https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Temu (preferably as an attachment)","value":"reportphishing@temu.com","purposes":["fraud"],"source":"https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html","last_verified":"2026-10-12"},{"id":"report-suspicious-form","type":"web_form","label":"Report fake Temu ads, accounts, websites, texts, calls or financial fraud","value":"https://www.temu.com/bgch_report_suspicious.html","purposes":["fraud"],"source":"https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Temu's U.S. terms are with Whaleco Inc., a Delaware company and PDD Holdings subsidiary. After the U.S. ended the de minimis exemption in May 2025, Temu said U.S. orders would be handled by locally based sellers and fulfilled inside the country. Temu publishes no phone number on the pages checked; support runs through the in-app or web support center.","channels":[{"id":"support-center","type":"chat","label":"Temu support center (\"Contact us\")","value":"https://www.temu.com/support-center.html","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge","account_access"],"access":"login","notes":"Select the order, then \"missing item/parts\" or \"package shows delivered but not received\".","source":"https://www.temu.com/support-center.html","last_verified":"2026-10-12"},{"id":"return-refund-policy","type":"portal","label":"Temu return and refund policy","value":"https://www.temu.com/return-and-refund-policy.html","purposes":["refund_request","damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"id":"dispute-email","type":"email","label":"Informal dispute notice (required before arbitration)","value":"dispute@temu.com","purposes":["refund_request","poor_service"],"source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"id":"legal-mail","type":"mail","label":"Whaleco Inc. notice address (informal dispute notice and arbitration opt-out)","value":"Whaleco Inc., Suite 355, 31 St. James Avenue, Boston, Massachusetts 02116, USA","purposes":["refund_request","poor_service"],"notes":"The opt-out notice must include your name, address, account email, and a clear statement that you opt out.","source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-center"},{"rung":"supervisor","channel":"support-center"},{"rung":"written_complaint","channel":"dispute-email"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"lost_package","summary":"Report a missing or not-received package in the support center within 90 days of the order date.","evidence":["order number","tracking history","delivery photo if any"],"steps":[{"do":"In the support center, select the order and choose \"package shows delivered but not received\", or contact customer service or the seller.","channel":"support-center"},{"do":"Do this within 90 days of the order date."},{"do":"If Temu does not refund or resend, send a dispute notice and dispute the charge with your card issuer.","channel":"dispute-email"}],"facts":[{"kind":"deadline","claim":"If a package has not arrived, or tracking shows delivered but you did not get it, contact Temu customer service immediately and within 90 days of the order date.","issues":["lost_package"],"source":"https://www.temu.com/shipping-info.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Report missing parts or damage in the support center; return eligible items within 90 days of purchase.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"In the support center, select the order and choose \"missing item/parts\", or start a return.","channel":"support-center"},{"do":"For eligible fresh food that arrives damaged or defective, request a refund within 72 hours of delivery."},{"do":"After the return window, contact customer service about defects under statutory warranty rights.","channel":"support-center"}],"facts":[{"kind":"deadline","claim":"Eligible fresh food that arrives damaged or defective can be refunded if requested within 72 hours of delivery.","issues":["damaged_item"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Most items can be returned within 90 days of purchase; the first return per order ships free.","evidence":["order number","return request confirmation","drop-off receipt"],"steps":[{"do":"Start a return from the order in the support center. Choose refund to the original payment method if you do not want Temu credit.","channel":"support-center"},{"do":"Send the package back within 14 days after you submit the return request."},{"do":"If the refund does not post, contact the support center, then dispute the charge with your card issuer.","channel":"support-center"}],"facts":[{"kind":"deadline","claim":"Most items can be returned within 90 days of purchase; electronics may have a 45-, 60- or 90-day window depending on the seller. You must send the package within 14 days after submitting the return request.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"The first return of one or more items in each order ships free; for the second and later returns from the same order, $7.99 plus tax is deducted from the refund.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Depending on the bank, refunds to the original payment method can take 5-14 business days (up to 30 days) to post; Temu credit refunds are faster but generally cannot be reversed or cashed out.","issues":["refund_request"],"source":"https://www.temu.com/return-and-refund-policy.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Temu's terms (last updated November 7, 2025) require an informal dispute notice by email to dispute@temu.com or by mail to Whaleco Inc. before arbitration.","source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of Temu's arbitration agreement within thirty (30) days after first becoming subject to it, by notice to the Whaleco Inc. Boston address.","source":"https://www.temu.com/terms-of-use.html","last_verified":"2026-10-12"}],"known_blockers":["Support center contact, returns and refunds need the Temu account holder's sign-in."]},{"id":"walgreens","name":"Walgreens","aliases":["walgreens.com","walgreen co","duane reade","mywalgreens","walgreens boots alliance"],"sector":"retail","parent":"Sycamore Partners (private equity owner)","website":"https://www.walgreens.com","official_domains":["walgreens.com"],"security":{"never_asks":[{"kind":"policy","claim":"Walgreens says it will never request personal, financial or account information by text message, will never ask for payment related to job applications, training or equipment, and will never require you to take action to claim rewards.","source":"https://www.walgreens.com/topic/fraud_information.jsp","last_verified":"2026-10-12"},{"kind":"policy","claim":"Walgreens lists its email sender addresses as @walgreens.com, @eml.walgreens.com, @ecs.walgreens.com, @rxorder.walgreens.com and @e.walgreens.com.","source":"https://www.walgreens.com/topic/fraud_information.jsp","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Walgreens warns about text message phishing, caller ID spoofing, gift card and money transfer scams, mystery shopping and recruitment scams, and medical record request scams.","source":"https://www.walgreens.com/topic/fraud_information.jsp","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-email","type":"email","label":"Forward phishing emails that claim to be from Walgreens","value":"report-fraud@walgreens.com","purposes":["fraud"],"source":"https://www.walgreens.com/topic/fraud_information.jsp","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Sycamore Partners took Walgreens Boots Alliance private; the deal completed on August 28, 2025 and split the group into separate companies, including Walgreens and The Boots Group. The contracting entity in the terms of use is Walgreen Co. Prescriptions and contact lenses have separate return rules.","channels":[{"id":"customer-care-phone","type":"phone","label":"Walgreens.com Customer Care (damaged items, large medical equipment returns)","value":"+1-877-250-5823","purposes":["refund_request","damaged_item","lost_package"],"source":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"Walgreens toll-free (1-800-WALGREENS)","value":"+1-800-925-4733","purposes":["refund_request","unauthorized_charge","poor_service"],"source":"https://www.walgreens.com/mktg/contactus/contact-us-landing.jsp","last_verified":"2026-10-12"},{"id":"contact-forms","type":"web_form","label":"Walgreens contact forms by topic (customer service, products, store facilities, myWalgreens)","value":"https://www.walgreens.com/mktg/contactus/contact-us-landing.jsp","purposes":["refund_request","damaged_item","poor_service","account_access"],"source":"https://www.walgreens.com/mktg/contactus/contact-us-landing.jsp","last_verified":"2026-10-12"},{"id":"consumer-relations-mail","type":"mail","label":"Walgreens Consumer Relations","value":"ATTN: Consumer Relations, Walgreen Co., 108 Wilmot Rd, MS #2002, Deerfield, IL 60015","purposes":["poor_service","refund_request"],"source":"https://www.walgreens.com/mktg/contactus/contact-us-landing.jsp","last_verified":"2026-10-12"},{"id":"returns-help","type":"portal","label":"Walgreens returns help","value":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","purposes":["refund_request"],"source":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","last_verified":"2026-10-12"},{"id":"notice-of-dispute","type":"mail","label":"Notice of Dispute and Demand for Arbitration (by mail only)","value":"Walgreen Co. c/o Illinois Corporation Service Company, 801 Adlai Stevenson Drive, Springfield, IL 62703","purposes":["refund_request","poor_service"],"source":"https://www.walgreens.com/topic/help/generalhelp/termsofuse.jsp","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"mail","label":"Arbitration opt-out (signed, within 30 days)","value":"Walgreens, Attn: Litigation and Regulatory Law Department, 104 Wilmot Road, MS 1431, Deerfield, IL 60015","notes":"Include your name, address, phone number and the email addresses used to log in, and state that you do not agree to the arbitration agreement.","source":"https://www.walgreens.com/topic/help/generalhelp/termsofuse.jsp","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"general-phone"},{"rung":"supervisor","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"consumer-relations-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Return eligible items to any Walgreens store within 30 days with the receipt or order number; online orders are returned in store, not by mail.","evidence":["receipt or Walgreens.com order number","payment card"],"steps":[{"do":"Take the item to any Walgreens store within 30 days with the receipt or order number (Product Purchase History in your account)."},{"do":"For large medical equipment such as electric wheelchairs, scooters or lift chairs, call Customer Care instead of going to a store.","channel":"customer-care-phone"},{"do":"If the store refuses, write to Consumer Relations, then dispute the charge with your card issuer.","channel":"consumer-relations-mail"}],"facts":[{"kind":"deadline","claim":"Eligible items bought at Walgreens or Walgreens.com can be returned or exchanged at any Walgreens store within 30 days of purchase with the original receipt or order number; refunds go to the original payment method.","issues":["refund_request"],"source":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","last_verified":"2026-10-12"},{"kind":"policy","claim":"Walgreens-brand products carry a satisfaction guarantee; the unused portion can be returned to a Walgreens or Duane Reade store for a full refund, including shipping.","issues":["refund_request","damaged_item"],"source":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","last_verified":"2026-10-12"},{"kind":"limit","claim":"Gift and prepaid cards, mobile phones, bathing suits, underwear, earrings, sexual wellness items, seasonal products, hazmat items and COVID-19 test kits cannot be returned; hearing aids can be returned within 45 days.","issues":["refund_request"],"source":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Call Walgreens.com Customer Care for a refund on a damaged online order.","evidence":["photos of the item and packaging","order number"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Call Customer Care and ask for a refund.","channel":"customer-care-phone"}],"facts":[{"kind":"process","claim":"For a damaged item from Walgreens.com, Walgreens says to call Customer Service at 1-877-250-5823 for a refund.","issues":["damaged_item"],"source":"https://www.walgreens.com/topic/help/shophelp/returns_help_main.jsp","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Walgreens' terms (last updated May 21, 2024) require a mailed Notice of Dispute and 60 days of informal resolution before arbitration administered by National Arbitration and Mediation (NAM); small claims court is an exception.","source":"https://www.walgreens.com/topic/help/generalhelp/termsofuse.jsp","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of Walgreens' arbitration agreement within 30 days after you first access the services or accept a later version of the terms, by a signed mailed notice.","source":"https://www.walgreens.com/topic/help/generalhelp/termsofuse.jsp","last_verified":"2026-10-12"}]},{"id":"walmart","name":"Walmart","aliases":["walmart.com","walmart+","walmart plus","walmart supercenter","walmart neighborhood market","walmart marketplace"],"sector":"retail","also_sectors":["subscription"],"parent":"Walmart Inc.","website":"https://www.walmart.com","account_url":"https://www.walmart.com/help","official_domains":["walmart.com"],"security":{"never_asks":[{"kind":"policy","claim":"Walmart says it will never mail you a check and ask you to deposit it to buy an item or service, does not notify contest winners by text, does not send texts about product recalls, and does not accept or send crypto in stores.","source":"https://corporate.walmart.com/privacy-security/fraud-alerts","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that use Walmart's logo, fake prize and gift card texts, fake product recall texts, and requests to pay utility bills, bail money or other bills with Walmart Gift Cards.","source":"https://corporate.walmart.com/privacy-security/fraud-alerts","last_verified":"2026-10-12"},{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Walmart as the No. 8 most impersonated organization or brand in 2025, with 310 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Send a fraudulent email that claims to be from Walmart (as an attachment)","value":"OnlineAbuse@walmart.com","purposes":["fraud"],"source":"https://corporate.walmart.com/privacy-security/fraud-alerts","last_verified":"2026-10-12"},{"id":"gift-card-scam-phone","type":"phone","label":"Report a Walmart Gift Card scam","value":"+1-888-537-5503","purposes":["fraud"],"source":"https://corporate.walmart.com/privacy-security/fraud-alerts","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Walmart.com sells Walmart stock and Marketplace (third-party seller) stock. Marketplace items can have their own return windows and restocking fees. Sam's Club is a separate business with its own help center. Walmart.com blocks automated fetches; values come from corporate.walmart.com.","channels":[{"id":"customer-service-phone","type":"phone","label":"Walmart customer service (1-800-WALMART)","value":"+1-800-925-6278","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge","billing_error"],"notes":"American Sign Language support is available by video.","source":"https://corporate.walmart.com/about/contact","last_verified":"2026-10-12"},{"id":"help-center","type":"chat","label":"Walmart.com Help Center (answers and online chat)","value":"https://www.walmart.com/help","purposes":["refund_request","lost_package","damaged_item","cancel_service","unauthorized_charge"],"access":"login","source":"https://corporate.walmart.com/about/contact","last_verified":"2026-10-12"},{"id":"returns","type":"portal","label":"Start a return (Walmart app or walmart.com/returns)","value":"https://www.walmart.com/returns","purposes":["refund_request","damaged_item"],"access":"login","notes":"Major appliances must be returned through the app or walmart.com/returns, not in a store.","source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"id":"returns-no-account","type":"web_form","label":"Start a return without a Walmart.com account","value":"https://www.walmart.com/cp/returns/1231920","purposes":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"id":"receipt-lookup","type":"portal","label":"Store receipt lookup","value":"https://www.walmart.com/receipt-lookup","purposes":["refund_request","billing_error"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"help-center"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Most items have a 90-day return window; electronics, phones, appliances and Marketplace items are shorter.","evidence":["store receipt or Walmart.com order number","card used for payment","item and packaging"],"steps":[{"do":"Check the item's window in the exceptions list. Start the return in the app, at walmart.com/returns, or in a store.","channel":"returns"},{"do":"Bring the receipt or order number. Without a receipt, a store can look up card purchases, and online orders by phone number or email.","channel":"receipt-lookup"},{"do":"For a Marketplace item, follow the seller's return policy shown on the order."},{"do":"If the refund does not post, contact customer service, then dispute the charge with your card issuer.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Walmart allows 90 days after purchase or receipt to return or exchange an item, unless the item is in the exceptions list.","issues":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Shorter windows: major appliances 2 days of accepted delivery; most wireless phones 14 days; consumer electronics, PCs, vacuums, most Marketplace items and Walmart Protection Plans 30 days.","issues":["refund_request","damaged_item"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Most items bought from October 1 through December 31 can be returned until January 31; wireless phones, protection plans, major appliances, Dyson products and some seasonal and luxury goods are excluded.","issues":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"kind":"process","claim":"Receipted cash refunds are immediate, credit card refunds may take up to 7 days, and Walmart Gift Card or Walmart Balance refunds take up to 3 hours.","issues":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"kind":"fee","claim":"Marketplace sellers may charge restocking fees of up to 20% on Marketplace returns.","issues":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Walmart refunds go to the original form of payment; non-receipted returns need a government photo ID and are refunded on a Walmart gift card.","issues":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"In U.S. stores Walmart matches the price of an identical in-stock item on Walmart.com if you tell the associate at checkout; it does not match competitors or Marketplace sellers, and it offers no price matching for Walmart.com purchases.","issues":["refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Return or exchange through Walmart's return channels; refuse or report a damaged major appliance within 2 days.","evidence":["photos of the item and packaging","order number","delivery date"],"steps":[{"do":"Photograph the item and packaging."},{"do":"Start a return or replacement in the app or at walmart.com/returns. For a major appliance, do this within 2 days of accepted delivery.","channel":"returns"},{"do":"For fresh produce, meat, bakery, deli, dairy or frozen items, ask for a refund under the Fresh Guarantee with the receipt.","channel":"help-center"},{"do":"If the item is past the return window, use the manufacturer warranty."}]},{"issue":"cancel_service","summary":"Cancel Walmart+ through Walmart customer service or your account; an unused membership can be refunded within 90 days.","evidence":["Walmart+ billing date","cancellation confirmation","card statement"],"steps":[{"do":"Cancel Walmart+ through the Walmart Help Center or customer service and save the confirmation.","channel":"help-center"},{"do":"If you cancel within 90 days and have not used or activated the membership, ask for a refund.","channel":"customer-service-phone"},{"do":"Dispute any Walmart+ charge after the cancellation with your card issuer."}],"facts":[{"kind":"policy","claim":"Walmart+ memberships may be refunded within 90 days unless the membership was used or activated.","issues":["cancel_service","refund_request"],"source":"https://corporate.walmart.com/policies","last_verified":"2026-10-12"}]}],"known_blockers":["Walmart.com and help.walmart.com show a \"Robot or human?\" check to automated browsers.","Online returns and chat need the account holder's sign-in, except the no-account return form."]},{"id":"wayfair","name":"Wayfair","aliases":["wayfair.com"],"sector":"retail","parent":"Wayfair Inc.","website":"https://www.wayfair.com","account_url":"https://www.wayfair.com/session/secure/account/order_search.php","official_domains":["wayfair.com","aboutwayfair.com"],"regulators":["ftc"],"notes":"wayfair.com rate-limits automated fetches (HTTP 429) and showed a \"Press & Hold\" bot check to a real browser on 2026-10-12, so the return window, damage reporting deadline, phone number and terms of use are not recorded here. Links come from aboutwayfair.com. The return policy link formerly listed here (wayfair.com/help/article/return_policy) now opens a \"No Search Results\" help page and was removed.","channels":[{"id":"help-center","type":"portal","label":"Wayfair Help Center","value":"https://www.wayfair.com/help/index","purposes":["refund_request","lost_package","damaged_item","unauthorized_charge"],"access":"login","source":"https://www.aboutwayfair.com/","last_verified":"2026-10-12"},{"id":"my-orders","type":"portal","label":"My Orders (report a problem with an order)","value":"https://www.wayfair.com/session/secure/account/order_search.php","purposes":["lost_package","damaged_item","refund_request"],"access":"login","source":"https://www.aboutwayfair.com/","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Wayfair corporate address","value":"Wayfair, 4 Copley Place, 7th Floor, Boston, MA 02116","purposes":["poor_service"],"source":"https://www.aboutwayfair.com/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"supervisor","channel":"help-center"},{"rung":"written_complaint","channel":"corporate-mail"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"damaged_item","summary":"Report damage from the order in My Orders with photos, then escalate.","evidence":["photos of the item","packaging and labels","order number","delivery date"],"steps":[{"do":"Photograph the item, box and shipping labels before you discard anything."},{"do":"Report the problem from the order in My Orders and ask for a replacement part, replacement or refund.","channel":"my-orders"},{"do":"If Wayfair does not resolve it, send a written complaint and then dispute the charge with your card issuer.","channel":"corporate-mail"}]}],"known_blockers":["wayfair.com returns HTTP 429 to automated fetches; order actions need the customer's sign-in.","Wayfair help pages show a \"Press & Hold to confirm you are a human\" bot check (CAPTCHA) to browsers; hand help-center steps to the person."]},{"id":"dhl-express","name":"DHL Express (U.S.)","aliases":["dhl","dhl express","mydhl"],"sector":"shipping","parent":"DHL Group","website":"https://mydhl.express.dhl/us/en/home.html","official_domains":["dhl.com","express.dhl"],"security":{"report_phishing":[{"id":"report-phishing-email","type":"email","label":"DHL anti-abuse mailbox (attach suspicious emails; send screenshots of suspicious texts with the sender's number)","value":"phishing@dhl.com","purposes":["fraud"],"notes":"DHL asks you to attach a suspicious email to a new email instead of forwarding it, so the full headers are kept. Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.","source":"https://www.dhl.com/us-en/home/footer/fraud-awareness.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"DHL Express is an international express carrier. In the U.S., only the bill-to party (the DHL account holder) or, in some cases, the shipper can file a claim. A receiver needs an Assignment of Rights from that party. Terms and Conditions of Carriage shown on the U.S. site are valid from December 28, 2024. The www.dhl.com U.S. pages timed out and could not be read.","channels":[{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"billing-phone","type":"phone","label":"DHL Express billing assistance","value":"+1-800-722-0081","purposes":["billing_error"],"source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"attempted-delivery-phone","type":"phone","label":"Attempted delivery notices","value":"+1-888-273-8876","purposes":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"digital-assistant-chat","type":"chat","label":"DHL Express Digital Assistant chat (24/7)","value":"https://mydhl.express.dhl/us/en/help-and-support.html#/contact_us","hours":"24/7","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"},{"id":"receiver-assignment-of-rights","type":"web_form","label":"Claims information for shipment receivers (Assignment of Rights)","value":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","purposes":["lost_package","damaged_item"],"notes":"A receiver cannot file directly. The bill-to party or shipper must sign an Assignment of Rights form first.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"},{"id":"dispute-charge-form","type":"web_form","label":"Dispute charges for returned or cancelled shipments","value":"https://mydhl.express.dhl/us/en/forms/dispute-charge.html","purposes":["billing_error"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/claims-faqs.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"claims-page","note":"Claim by the bill-to party or shipper; receivers need an Assignment of Rights."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}],"playbooks":[{"issue":"lost_package","summary":"Start a trace by phone, then the shipper or bill-to party files a written claim within 30 days of the date DHL accepted the shipment.","evidence":["10-digit waybill number","vendor or retail invoice","proof of the online transaction","serial numbers"],"steps":[{"do":"Call DHL Express customer service to start a trace.","channel":"customer-service-phone"},{"do":"If you are the receiver, ask the shipper or seller to file the claim, or ask for an Assignment of Rights so you can file.","channel":"receiver-assignment-of-rights"},{"do":"The shipper or account holder files the claim online with all documents in one file.","channel":"claims-page"},{"do":"If you bought the item and the seller does not refund or resend, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"All claims must be submitted in writing to DHL within thirty (30) days from the date that DHL accepted the shipment. Only one claim is allowed per shipment.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/legal/terms-and-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Only the bill-to party (DHL account holder) or, in certain cases, the shipper can submit a claim. Anyone else needs an Assignment of Rights from that party.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Most claims resolve within ten business days, and the whole claims process can take up to thirty calendar days.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/claims-faqs.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep everything for inspection; the claim owner files within 30 days of the date DHL accepted the shipment.","evidence":["photos of the damaged items and the inner and outer packaging","repair estimate or technician's statement of non-repair","waybill","invoices"],"steps":[{"do":"Keep all damaged items and the inner and outer packaging at the delivery location until the claim is closed. DHL may inspect or salvage them."},{"do":"Photograph the items and packaging, and get a repair estimate or a statement that the item cannot be repaired."},{"do":"Have the shipper or account holder file the claim, or get an Assignment of Rights.","channel":"claims-page"}],"facts":[{"kind":"policy","claim":"Not keeping the original shipment and packaging at the delivery location, or not making it available for inspection, may invalidate the claim.","issues":["damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"The Money-Back Guarantee covers only the time-definite DHL EXPRESS 9:00, 10:30 and 12:00 services; notify DHL within 14 calendar days of the shipment date.","evidence":["account number","waybill number","shipment date","complete receiver information"],"steps":[{"do":"Check that the shipment used DHL EXPRESS 9:00, 10:30 or 12:00 (or the import versions)."},{"do":"Notify DHL in writing or by phone within 14 calendar days of the shipment date. Only the billed party can file a late-delivery service claim.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"For the Money-Back Guarantee, the customer must notify DHL within 14 calendar days of the shipment date, in writing or by telephone, with the account number, waybill number, shipment date and complete receiver information.","issues":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/legal/mbg.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Money-Back Guarantee applies to DHL EXPRESS 9:00, 10:30 and 12:00 and their IMPORT versions. DHL may modify or cancel it at any time.","issues":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/legal/mbg.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"For air shipments, DHL liability is limited to the lower of the current market or declared value, or 26 Special Drawing Rights per kilogram (about US$35.00/kg). Cross-border road shipments are limited to 8.33 SDR per kilogram (about US$11.00/kg).","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/legal/terms-and-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Claim documents include a copy of the waybill, a vendor or supplier invoice and a retail invoice, proof of the online transaction if the item was bought or sold online, and serial numbers.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}],"known_blockers":["A receiver cannot file a claim without a signed Assignment of Rights from the bill-to party or shipper.","The 30-day claim window counts from the date DHL accepted the shipment, not the delivery date."]},{"id":"fedex","name":"FedEx","aliases":["federal express","fedex express","fedex ground","fedex home delivery","gofedex"],"sector":"shipping","website":"https://www.fedex.com","account_url":"https://www.fedex.com/secure-login/en-us/","official_domains":["fedex.com"],"security":{"never_asks":[{"kind":"policy","claim":"FedEx says it never requests payment or personal information in exchange for releasing a package, and does not request personal information about your account credentials or identity by unsolicited mail, email or text.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake delivery notices by text or email about a problem with a FedEx shipment, with links or attachments that can install malware; FedEx also names phishing links to .shop domains and look-alike domains such as fedx.com and fed-ex.com.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake customs fee requests. FedEx says it may email or text a secure link to pay duties and taxes on international shipments, and that you can verify the amount with the FedEx Import Tool.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward phishing emails and suspicious messages that claim to be from FedEx","value":"abuse@fedex.com","purposes":["fraud"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"FedEx Fraud (unrecognized charges, account misuse, suspicious package notices)","value":"+1-800-584-2681","purposes":["fraud","unauthorized_charge"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"FedEx Express and FedEx Ground parcel and air freight claims use the FedEx claims portal. The claims page says FedEx Freight \"became an independent less-than-truckload (LTL) company on June 1st\" (no year given); LTL claims now go to fedexfreight.com. Terms are in the FedEx Service Guide (2026), a PDF that could not be read.","channels":[{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"billing-phone","type":"phone","label":"FedEx U.S. billing inquiries","value":"+1-800-622-1147","purposes":["billing_error","refund_request"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"freight-ltl-claims","type":"portal","label":"FedEx Freight (LTL) claims","value":"https://www.fedexfreight.com/en-us/manage-account/claims","purposes":["lost_package","damaged_item"],"notes":"Only for less-than-truckload freight. Parcel and air freight claims stay on the FedEx claims portal.","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"FedEx Customer Relations","value":"FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116","purposes":["poor_service"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"delivery-manager","type":"portal","label":"FedEx Delivery Manager (free sign-up for home deliveries)","value":"https://www.fedex.com/fdmenrollment/?signup=true","purposes":["lost_package"],"access":"login","notes":"Free for residential addresses. Delivery instructions, free hold at a retail location, and picture proof of delivery. Some options cost extra.","source":"https://www.fedex.com/en-us/delivery-manager.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"claims-portal","note":"Claim with FedEx. The recipient can file, or ask the merchant to file."},{"rung":"written_complaint","channel":"customer-relations-mail"},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}],"playbooks":[{"issue":"lost_package","summary":"Ask the merchant or file a claim yourself within nine months of the shipment date for an undelivered package.","evidence":["tracking number","purchase invoice or receipt","description of the items (brand","model","size","quantity)","serial numbers","shipping receipt"],"steps":[{"do":"Check tracking. If you bought the item, ask the merchant to file the claim or to resend; FedEx says recipients can also file on their own."},{"do":"File the claim online with as much detail as possible. You can add documents later, so do not wait to file.","channel":"claims-portal"},{"do":"Follow up by phone if you get no answer.","channel":"customer-service-phone"},{"do":"If neither FedEx nor the seller pays, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Claims for undelivered or lost shipments must be filed within nine months of the shipment date.","issues":["lost_package"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Recipients can file a claim on their own or ask the merchant to file it. Shippers can file single claims or up to 200 claims at once.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep the item and packaging, and file within 60 calendar days of the shipment date (21 days for international).","evidence":["photos of the package and damaged contents","purchase invoice","repair estimate or invoice","airbill or shipping label scan","serial numbers"],"steps":[{"do":"Keep the original packaging and contents until the claim is resolved. FedEx may ask for an inspection."},{"do":"File the claim online with photos, invoices and a repair estimate.","channel":"claims-portal"},{"do":"If you bought the item, also ask the seller for a replacement or refund."}],"facts":[{"kind":"deadline","claim":"Claims for damaged or missing contents must be filed no later than 60 calendar days from the shipment date for U.S. packages, and 21 calendar days for international packages.","issues":["damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Supporting documents include the original manufacturer or purchase invoice, repair estimates or invoices, appraisals, a scan of the airbill or Ship Manager printout, photos of the package and damaged contents, and serial numbers.","issues":["damaged_item","lost_package"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must provide proof that FedEx is at fault.","issues":["damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"Since Feb. 12, 2026 the Money-Back Guarantee applies only to listed overnight, 2Day A.M. and international priority services; it stays suspended for all other services.","evidence":["tracking number","the service level bought","the scheduled delivery commitment"],"steps":[{"do":"Check whether the service is one of the services covered by the Money-Back Guarantee."},{"do":"Ask FedEx for the refund or credit. The guarantee page does not describe a request process, so start with customer service.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Effective Feb. 12, 2026, the FedEx Money-Back Guarantee applies for U.S. payors to First Overnight, Priority Overnight, Standard Overnight, 2Day A.M. (and Extra Hours versions) and listed International Priority services. It remains suspended for all other FedEx services.","issues":["late_delivery"],"source":"https://www.fedex.com/en-us/service-guide/money-back-guarantee.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Shipments delayed due to regulatory changes are not eligible for a refund or credit under the money-back guarantee.","issues":["late_delivery"],"source":"https://www.fedex.com/en-us/service-guide/money-back-guarantee.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"The first $100 of value is included in the shipping rate (FedEx's standard $100 limit of liability). Higher coverage needs a declared value, with item maximums in the FedEx Service Guide.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"FedEx liability will not exceed the lesser of the repair cost, the depreciated value or the replacement cost.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved claims are paid by check or Electronic Funds Transfer, as selected when filing the claim.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}],"known_blockers":["The claims portal needs a fedex.com login.","FedEx may require an inspection of the damaged item and packaging before it decides a claim."]},{"id":"ontrac","name":"OnTrac","aliases":["ontrac","lasership","laser ship","ontrac lasership"],"sector":"shipping","website":"https://www.ontrac.com","official_domains":["ontrac.com"],"regulators":["ftc"],"notes":"Regional ground parcel carrier that delivers many online orders. OnTrac says LaserShip merged with OnTrac in 2021, and lasership.com now redirects (301) to ontrac.com. OnTrac lists no voice phone number for recipients; support is by text, chat and the inquiry form. Under the OnTrac Terms, only the shipper files claims, so recipients must go through the retailer. Terms page published January 5, 2026.","channels":[{"id":"text-support","type":"sms","label":"OnTrac text support (text \"start\")","value":"+1-703-348-8441","hours":"Mon-Fri 8 AM to 9 PM ET; Sat-Sun 8 AM to 8 PM ET","purposes":["lost_package","late_delivery","poor_service"],"notes":"Text-only line to track a package or open a case. Standard message and data rates apply.","source":"https://www.ontrac.com/support/","last_verified":"2026-10-12"},{"id":"virtual-assistant-chat","type":"chat","label":"OnTrac virtual assistant and live agent chat","value":"https://www.ontrac.com/","purposes":["lost_package","late_delivery","poor_service"],"notes":"Select the chat (virtual assistant) icon in the bottom right corner of ontrac.com.","source":"https://www.ontrac.com/support/","last_verified":"2026-10-12"},{"id":"inquiry-form","type":"web_form","label":"Package inquiry and complaint form (on the tracking page)","value":"https://www.ontrac.com/tracking","purposes":["lost_package","late_delivery","poor_service"],"notes":"Give the tracking number and contact details. OnTrac emails a case number and asks you to allow up to 48 hours for the investigation.","source":"https://www.ontrac.com/support/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"inquiry-form"},{"rung":"written_complaint","note":"Only the shipper can file a claim with OnTrac. Ask the retailer to file it."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}],"playbooks":[{"issue":"lost_package","summary":"Open an inquiry for \"delivered, no package\"; after 2 business days with no answer, go to the retailer, who must file any claim within 15 days.","evidence":["tracking number","order number","delivery photo or delivery scan","OnTrac case number"],"steps":[{"do":"Open an inquiry with the tracking number (choose \"Tracking shows delivered; no package\" when offered), or text \"start\" to the support line. Save the case number.","channel":"inquiry-form"},{"do":"If there is no update or location after 2 business days, contact the retailer for next steps."},{"do":"Ask the retailer to resend or refund. Only the shipper can file a claim with OnTrac, and it has 15 calendar days from the expected delivery date."},{"do":"If the retailer does not refund or resend, dispute the charge with your card issuer."}],"facts":[{"kind":"process","claim":"If a package is marked delivered but not found, submit an inquiry; if there is no update or location after 2 business days, OnTrac says to contact your retailer for next steps.","issues":["lost_package"],"source":"https://www.ontrac.com/support/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the OnTrac Terms, the shipper must file shipment claims within fifteen (15) calendar days of the anticipated due date of the shipment, with OnTrac's claim form, supporting documents and an invoice showing the replacement cost.","issues":["lost_package","damaged_item"],"source":"https://www.ontrac.com/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Photograph the item and packaging and ask the retailer; only the shipper can file an OnTrac claim.","evidence":["photos of the item and packaging","order number","tracking number"],"steps":[{"do":"Photograph the item and packaging before you discard anything."},{"do":"Ask the retailer for a replacement or refund. The retailer (shipper) files any claim with OnTrac within 15 calendar days of the expected delivery date."},{"do":"You can also report the delivery problem to OnTrac through the inquiry form.","channel":"inquiry-form"}],"facts":[{"kind":"policy","claim":"The OnTrac Terms state that the Shipper shall file any Shipment Claims.","issues":["damaged_item","lost_package"],"source":"https://www.ontrac.com/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"OnTrac does not guarantee delivery by a specific day or time, so there is no carrier refund for lateness.","evidence":["tracking history","order number"],"steps":[{"do":"Ask the retailer about any delivery-date promise or shipping fee refund."}],"facts":[{"kind":"policy","claim":"The OnTrac Terms state that OnTrac does not guarantee delivery by a specific day or time.","issues":["late_delivery"],"source":"https://www.ontrac.com/terms-conditions/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"OnTrac's liability is limited to the lesser of the actual replacement cost, $100 per parcel, or $250,000 per truckload.","issues":["lost_package","damaged_item"],"source":"https://www.ontrac.com/terms-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"OnTrac says LaserShip merged with OnTrac in 2021, and the combined transcontinental delivery service launched on July 27, 2022.","source":"https://www.ontrac.com/about/","last_verified":"2026-10-12"}],"known_blockers":["No voice phone number is published; the 703-348-8441 line is text-only.","Recipients cannot file claims; only the shipper (usually the retailer) can."]},{"id":"ups","name":"UPS (United Parcel Service)","aliases":["ups","united parcel service","the ups store","ups my choice"],"sector":"shipping","website":"https://www.ups.com","official_domains":["ups.com","theupsstore.com","upscapital.com"],"security":{"never_asks":[{"kind":"policy","claim":"UPS's fraud page says UPS does not request payments, personal or financial information, account numbers, IDs, passwords or copies of invoices in an unsolicited manner by email, mail, phone, fax or text. (Seen in search-result text of the page; the page blocked automated reading on 2026-10-12.)","source":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/fight-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Messages that claim a UPS package is waiting and ask for personal information or a payment before delivery. UPS says to track the package on ups.com yourself to see if any fee is due. (Seen in search-result text of the page; the page blocked automated reading on 2026-10-12.)","source":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/fight-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-email","type":"email","label":"Forward suspicious emails (with full headers) and report suspicious texts or calls that claim to be from UPS","value":"fraud@ups.com","purposes":["fraud"],"notes":"Read from search-result text of this page on 2026-10-12; the page blocked automated fetches.","source":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/fight-fraud","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"UPS parcel carrier. Lost, damaged and missing C.O.D. claims are filed online on ups.com; recipients and third-party shippers can file as a guest. The UPS Tariff/Terms and Conditions of Service and the \"Claims and Legal Actions: Individual Binding Arbitration\" document are PDFs on assets.ups.com that download instead of opening in the browser, so the general declared value default and the arbitration notice terms are not recorded here. The UPS Store Pack & Ship Guarantee is a separate program for items packed by The UPS Store.","channels":[{"id":"customer-service-phone","type":"phone","label":"UPS Customer Service","value":"+1-800-742-5877","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"hours":"Monday-Friday 7 AM - 11 PM ET, Saturday 8 AM - 8 PM ET","notes":"UPS lists it for non-urgent requests.","source":"https://www.ups.com/us/en/support/contact-us","last_verified":"2026-10-12"},{"id":"help-center","type":"chat","label":"UPS Help and Support Center with the UPS Assistant (AI virtual assistant)","value":"https://www.ups.com/us/en/support/contact-us","purposes":["lost_package","damaged_item","late_delivery"],"notes":"The assistant is AI-generated and chats are recorded. Signing in to a shipper account shows more support options.","source":"https://www.ups.com/us/en/support/contact-us","last_verified":"2026-10-12"},{"id":"claims-page","type":"portal","label":"File a UPS Claim (overview, deadlines, FAQ)","value":"https://www.ups.com/us/en/support/file-a-claim","purposes":["lost_package","damaged_item"],"source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"},{"id":"guest-claim-form","type":"web_form","label":"File a claim as a guest (recipients and third-party shippers)","value":"https://www.ups.com/guestclaims/create?loc=en_US","purposes":["lost_package","damaged_item"],"access":"open","notes":"Needs the tracking number. UPS says filing as a guest is faster for recipients and third-party shippers.","source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"},{"id":"claims-dashboard","type":"portal","label":"Start a claim from the UPS Claims Dashboard (signed in)","value":"https://www.ups.com/claims/create?loc=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Supporting paperwork is uploaded here; UPS no longer accepts claim paperwork by fax or USPS.","source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"},{"id":"claim-documents","type":"portal","label":"Supporting documents required for UPS claims","value":"https://www.ups.com/us/en/support/file-a-claim/supporting-documents","purposes":["lost_package","damaged_item"],"source":"https://www.ups.com/us/en/support/file-a-claim/supporting-documents","last_verified":"2026-10-12"},{"id":"service-guarantee","type":"portal","label":"UPS Service Guarantee status (which services are guaranteed)","value":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/ups-service-guarantee","purposes":["late_delivery"],"source":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/ups-service-guarantee","last_verified":"2026-10-12"},{"id":"my-choice","type":"portal","label":"UPS My Choice (delivery alerts, photos, delivery changes)","value":"https://www.ups.com/us/en/track/ups-my-choice","purposes":["lost_package","late_delivery"],"access":"login","notes":"Free Basic membership; Premium is $19.99 per year. Sign-up at https://wwwapps.ups.com/doapp/signupmychoice?loc=en_US","source":"https://www.ups.com/us/en/track/ups-my-choice","last_verified":"2026-10-12"},{"id":"ups-store-pack-ship-claim","type":"web_form","label":"The UPS Store Pack & Ship Guarantee claim (store-packed UPS shipments only)","value":"https://online.upscapital.com/tccp","purposes":["lost_package","damaged_item"],"notes":"Covers items packed by The UPS Store and shipped with UPS. Not for customer-packed packages, UPS.com or account shipments, UPS Freight or USPS shipments. You can also return to the same store with the receipt and claim details.","source":"https://www.theupsstore.com/about/pack-ship-guarantee/index","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"guest-claim-form","note":"Claim with UPS within 60 days of the scheduled delivery. Recipients can file as a guest unless the shipper restricts it; then the shipper must file."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}],"playbooks":[{"issue":"lost_package","summary":"Search the delivery area, then open a missing-package claim within 30 days of the expected delivery date (60 days is the outer limit). If you bought the item, ask the seller too.","evidence":["tracking number","delivery photo if any","invoice or receipt showing value","detailed merchandise description"],"steps":[{"do":"Check exterior doors, porches, back patios and garages, and ask anyone who may have picked it up, such as a neighbor. Check the delivery photo in UPS My Choice if you have it.","channel":"my-choice"},{"do":"If you bought the item, ask the seller to file the claim or resend. The shipper may have blocked recipients from filing."},{"do":"Open a missing-package claim, as a guest if you are the recipient. UPS encourages doing this within 30 days of the expected delivery date.","channel":"guest-claim-form"},{"do":"Upload invoices and a specific description (brand, size, color, quantity, serial numbers) in the Claims Dashboard.","channel":"claims-dashboard"},{"do":"If neither UPS nor the seller pays, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Start a claim within 60 days of the scheduled delivery for packages that have been lost or damaged, or if a collect on delivery (C.O.D.) payment was not received.","issues":["lost_package","damaged_item"],"source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a package shows delivered but cannot be found, UPS encourages opening a loss investigation within 30 days of the expected delivery date.","issues":["lost_package"],"source":"https://www.ups.com/us/en/support/contact-us","last_verified":"2026-10-12"},{"kind":"policy","claim":"Packages the customer chose to have the driver release (signature release, or release to an apartment building through My Choice) are not eligible for lost claims.","issues":["lost_package"],"source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Ground Saver packages, claims are no longer accepted once the scan showing the package was handed to the Post Office is recorded.","issues":["lost_package","damaged_item"],"source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the shipper has a restriction on its account, recipients and third parties cannot begin the claim process and must ask the shipper.","issues":["lost_package","damaged_item"],"source":"https://www.ups.com/us/en/support/file-a-claim","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep the item and all packaging, photograph it, and open a damage claim within 30 days of receipt (60 days from scheduled delivery is the outer limit).","evidence":["tracking number","photos of the item and the box","the item and packaging","invoice or receipt","merchandise description"],"steps":[{"do":"Keep the contents and the packaging. Photograph the damage and the box before discarding anything."},{"do":"Open a damage claim, as a guest if you are the recipient. UPS encourages doing this within 30 days of receiving the package.","channel":"guest-claim-form"},{"do":"Upload photos and invoices. UPS may ask for a physical inspection at a UPS-approved location.","channel":"claims-dashboard"},{"do":"If The UPS Store packed and shipped the item, use the Pack & Ship Guarantee claim instead or go back to the store.","channel":"ups-store-pack-ship-claim"},{"do":"If you bought the item, also ask the seller for a replacement or refund."}],"facts":[{"kind":"deadline","claim":"If a package was delivered damaged, UPS encourages starting a damage claim within 30 days of receiving the package.","issues":["damaged_item"],"source":"https://www.ups.com/us/en/support/contact-us","last_verified":"2026-10-12"},{"kind":"process","claim":"All claims need supporting documentation, such as an invoice showing value. Damage claims require photo documentation, and a physical inspection at a UPS-approved location may be needed. Without enough documentation a claim can be delayed or denied.","issues":["damaged_item","lost_package"],"source":"https://www.ups.com/us/en/support/file-a-claim/supporting-documents","last_verified":"2026-10-12"},{"kind":"process","claim":"Since July 31, 2022, claim paperwork cannot be submitted by fax or USPS; it must be uploaded in the Claims Dashboard. UPS pays claims by electronic funds transfer.","issues":["damaged_item","lost_package"],"source":"https://www.ups.com/us/en/support/file-a-claim/supporting-documents","last_verified":"2026-10-12"},{"kind":"limit","claim":"Under The UPS Store Pack & Ship Guarantee, an item's value is covered up to $100 for UPS shipments unless a higher value was declared and Declared Value was bought. The guarantee also refunds packing and shipping costs (not Declared Value charges).","issues":["damaged_item","lost_package"],"source":"https://www.theupsstore.com/about/pack-ship-guarantee/index","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Pack & Ship Guarantee excludes customer-packed packages and shipments packed in free carrier-supplied materials.","issues":["damaged_item","lost_package"],"source":"https://www.theupsstore.com/about/pack-ship-guarantee/index","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"A refund for lateness is possible only for UPS air and international services whose Service Guarantee is active; it is suspended for UPS Ground and all other services.","evidence":["tracking history","service level on the label or receipt","scheduled delivery date and time"],"steps":[{"do":"Check the service level on the label or receipt. Compare it with the list of services whose guarantee is active.","channel":"service-guarantee"},{"do":"If the service is guaranteed and arrived late, ask customer service (or the shipper who paid) for a refund of the shipping charge.","channel":"customer-service-phone"},{"do":"If you bought the item and paid for faster shipping that the seller did not deliver, ask the seller for the shipping charge back."}],"facts":[{"kind":"policy","claim":"The UPS Service Guarantee is active for UPS Next Day Air Early, Next Day Air, Next Day Air Saver and 2nd Day Air A.M. (domestic) and for UPS Worldwide Express Plus, Express, Express NA1, Express Saver, Saver, Express Freight Midday and Express Freight. It remains suspended for all other UPS shipments and services.","issues":["late_delivery"],"source":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/ups-service-guarantee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until further notice, the guaranteed delivery time for UPS Next Day Air Saver is extended to end of day (11:59 p.m. on the guaranteed day), and residential Next Day Air with a typical 10:30 AM commitment is extended to 12:00 PM.","issues":["late_delivery"],"source":"https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/ups-service-guarantee","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"UPS My Choice Basic is free and includes delivery notifications, delivery photos and estimated delivery times. Premium costs $19.99 per year and makes delivery changes free; Basic members pay per package (for example $9.99 to change the delivery date).","issues":["lost_package","late_delivery"],"source":"https://www.ups.com/us/en/track/ups-my-choice","last_verified":"2026-10-12"}],"known_blockers":["The UPS Tariff/Terms and Conditions of Service and the UPS arbitration terms are PDFs that download instead of opening; the default liability limit and arbitration notice method are not recorded.","If the shipper restricts its account, the recipient cannot file a claim; the shipper must file it.","Uploading claim documents and receiving payment by EFT need the claimant's own UPS sign-in or bank details."]},{"id":"usps","name":"United States Postal Service","aliases":["usps","us postal service","postal service","us mail","post office"],"sector":"shipping","website":"https://www.usps.com","account_url":"https://reg.usps.com","official_domains":["usps.com","uspis.gov"],"security":{"never_asks":[{"kind":"policy","claim":"The Postal Inspection Service says USPS will not send customers text messages or emails without the customer first requesting the service, and a USPS tracking text will not contain a link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited texts that say a USPS delivery is awaiting your action and include a link (smishing). The Postal Inspection Service says do not click the link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"FTC data: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024. Many people paid a small \"redelivery fee\" that was a trick to get their credit card or Social Security number.","source":"https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-smishing-email","type":"email","label":"Report USPS-related smishing to the U.S. Postal Inspection Service","value":"spam@uspis.gov","purposes":["fraud"],"notes":"Include the copied text of the message, your name, and a screenshot that shows the sender's number and the date.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"id":"forward-spam-text","type":"sms","label":"Forward the scam text to 7726 (SPAM) so your wireless carrier can block the number","value":"7726","purposes":["fraud"],"source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}]},"regulators":["usps-oig"],"notes":"USPS is a federal agency. Domestic claim rules are in the Domestic Mail Manual (DMM) section 609. Either the sender or the recipient can file a claim for insured mail, but for a lost item the filer must hold the original mailing receipt or online label record. The faq.usps.com pages render with JavaScript and could not be read directly.","channels":[{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"tracking-phone","type":"phone","label":"Domestic and international USPS Tracking line","value":"+1-800-222-1811","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"email-us-form","type":"web_form","label":"Email Customer Service (Get Help Online)","value":"https://emailus.usps.com/s/","purposes":["poor_service","lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"missing-mail-search","type":"web_form","label":"Missing Mail search request","value":"https://missingmail.usps.com","purposes":["lost_package"],"notes":"Opens 7 days after the mailing date. Give sender and recipient addresses, container size and type, tracking number or mailing date, a description of the contents, and photos if you have them.","source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"},{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Domestic claims by mail (Accounting Services)","value":"Domestic Claims, Accounting Services, US Postal Service, PO Box 80143, St Louis MO 63180-0143","purposes":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claims-appeals-mail","type":"mail","label":"Domestic claim appeals by mail (first appeal)","value":"Domestic Claims Appeals, Accounting Services, US Postal Service, PO Box 80141, St Louis MO 63180-0141","purposes":["lost_package","damaged_item"],"notes":"For claims that were not filed online.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claim-forms-phone","type":"phone","label":"National Materials Customer Service (paper claim forms only)","value":"+1-800-332-0317","hours":"Mon-Fri 6 AM to 6 PM CT","notes":"Only for ordering paper Domestic Claim Forms.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"service-refunds","type":"portal","label":"Priority Mail Express and extra-service refund request","value":"https://servicerefunds.usps.com/OSR/","purposes":["late_delivery","refund_request"],"access":"login","notes":"Needs a free USPS.com account. In person, use PS Form 3533 at a Post Office with the original Label 11 customer copy.","source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"},{"id":"informed-delivery","type":"portal","label":"Informed Delivery sign-up (free mail and package preview)","value":"https://reg.usps.com/informeddelivery/welcome","purposes":["lost_package"],"access":"login","notes":"Free. Shows images of incoming letter-size mail and tracks packages to your address. Sign-up needs address eligibility and identity verification.","source":"https://www.usps.com/manage/informed-delivery.htm","last_verified":"2026-10-12"},{"id":"informed-delivery-support","type":"web_form","label":"Informed Delivery user support","value":"https://emailus.usps.com/s/informed-delivery-inquiry","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"online-claims","note":"Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt."},{"rung":"executive","channel":"consumer-advocate-mail","note":"Final appeal for claims filed by mail; general complaints by letter."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."},{"rung":"regulator","regulator":"usps-oig","note":"Independent oversight of the Postal Service. Not a claims channel."}],"playbooks":[{"issue":"lost_package","summary":"Check tracking, submit a Missing Mail search after 7 days, and file an insurance claim before day 60.","evidence":["tracking or label number","original mailing receipt or online label record","proof of value (receipt","invoice","card statement)","sender and recipient addresses"],"steps":[{"do":"Check USPS Tracking. If the item is a purchase, ask the seller first; the seller often holds the receipt and the insurance."},{"do":"From 7 days after mailing, submit a Missing Mail search request with addresses, container type, contents and photos.","channel":"missing-mail-search"},{"do":"If the item had insurance (Priority Mail, Priority Mail Express and Ground Advantage include up to $100), file a claim online. Do not wait for the search to finish.","channel":"online-claims"},{"do":"If the claim is denied, appeal within 30 days of the decision. If the appeal is denied, file a final appeal within 30 days.","channel":"online-claims"},{"do":"For a claim filed by mail, send the final appeal in writing to the Consumer Advocate.","channel":"consumer-advocate-mail"},{"do":"If you bought the item and nobody pays, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Missing Mail search requests can be submitted starting 7 days from mailing.","issues":["lost_package"],"source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A lost-item claim can be filed 7 to 60 days after mailing for Priority Mail Express, and 15 to 60 days after mailing for Priority Mail, USPS Ground Advantage, Insured Mail, COD and Registered Mail.","issues":["lost_package"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a lost article, the mailer or addressee who has the original retail mailing receipt (or the online label record) can file the claim.","issues":["lost_package"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"process","claim":"USPS usually sends claim decisions within 5 to 10 days, and pays approved claims within 7 to 10 business days.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep the item and all packaging, then file an insurance claim right away and no later than 60 days after mailing.","evidence":["photos of the damage and packaging","tracking or label number","proof of insurance","proof of value","repair estimate from a reputable dealer"],"steps":[{"do":"Keep the original packaging and all contents. Do not throw away damaged items; USPS can ask you to bring the package to a Post Office for inspection."},{"do":"Photograph the damage and get a repair cost estimate."},{"do":"File the claim online. Either the sender or the recipient can file for damaged or missing contents.","channel":"online-claims"},{"do":"If denied, appeal within 30 days, then make a final appeal within 30 days of the appeal decision.","channel":"online-claims"}],"facts":[{"kind":"deadline","claim":"For damaged or partly missing contents, file the claim immediately but no later than 60 days after the mailing date.","issues":["damaged_item"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Either the mailer or the addressee can file a claim for damaged articles or articles with some or all of the contents missing.","issues":["damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"process","claim":"Proof of insurance is the original mailing receipt, the outer packaging showing an insured label with sender and addressee, or a printed online label record. Proof of value is a sales receipt, paid invoice, bill of sale, repair cost statement, card statement or online transaction printout.","issues":["damaged_item","lost_package"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"Priority Mail Express has a money-back guarantee with the delivery date or time on its receipt. Ask for the postage refund 2 to 30 days after mailing.","evidence":["Priority Mail Express receipt (Label 11 customer copy) with the guaranteed date","tracking number"],"steps":[{"do":"Check the guaranteed delivery date or time printed on the Priority Mail Express receipt."},{"do":"Request the refund online, or at a Post Office with PS Form 3533 and the original receipt.","channel":"service-refunds"}],"facts":[{"kind":"deadline","claim":"A Priority Mail Express refund request is due 2 to 30 days after the mailing date without extra services, or 30 to 60 days after mailing when extra services were bought.","issues":["late_delivery"],"source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Priority Mail Express refund applies when the shipment did not arrive by the guaranteed delivery date or time shown on the receipt. Exceptions are in DMM 113 and 604.9.5.","issues":["late_delivery"],"source":"https://www.usps.com/ship/priority-mail-express.htm","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"Priority Mail Express, Priority Mail and USPS Ground Advantage include up to $100 of insurance when the piece has a USPS Tracking (IMpb) barcode. Up to $5,000 of insurance can be bought.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/ship/insurance-extra-services.htm","last_verified":"2026-10-12"},{"kind":"limit","claim":"If only the outer packaging is submitted as evidence of insurance, indemnity can be limited to $100 for insured mail, $50 for COD, $100 for Registered Mail and $100 for Priority Mail Express.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Appeal a claim decision within 30 days of the decision. If Accounting Services sustains the denial, a final appeal is due within 30 days; mail filers send it to the Consumer Advocate.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"}],"known_blockers":["Online claims, service refunds and Informed Delivery need a USPS.com account in the person's name.","A lost-item claim needs the original mailing receipt or online label record, which the recipient often does not have; ask the sender or seller.","USPS may ask the claimant to bring the damaged item and packaging to a Post Office for inspection."]},{"id":"aidvantage","name":"Aidvantage","aliases":["maximus education llc","aidvantage student loans","aidvantage.studentaid.gov"],"sector":"student_loan","parent":"Maximus (Maximus Education, LLC dba Aidvantage)","website":"https://aidvantage.studentaid.gov/","account_url":"https://myaccount.aidvantage.studentaid.gov","official_domains":["aidvantage.studentaid.gov","aidvantage.com"],"security":{"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says you do not need to pay anyone to help you repay your federal student loans or reach loan forgiveness. Loan servicers help you switch to a new repayment plan at no cost, and its loan forgiveness programs are always free.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers may ask for your StudentAid.gov username and password and may use official-looking names, seals and logos. If you shared your login, change your password, check your account contact details and file a complaint with Federal Student Aid.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"Aidvantage is the trade name of Maximus Education, LLC (site footer: \"Maximus Education, LLC dba Aidvantage\"). It services Direct Loans and FFELP loans held by the U.S. Department of Education. Aidvantage welcome flyers say borrowers came from Navient (logins kept) and from FedLoan Servicing. No 2025-2026 change to Aidvantage's federal servicing role was confirmed on a source. Aidvantage's web pages load phone numbers and addresses with scripts, so the values here come from PDF flyers on images.aidvantage.studentaid.gov.","channels":[{"id":"customer-service-phone","type":"phone","label":"Borrower customer service (TDD/TTY users dial 711)","value":"+1-800-722-1300","hours":"Monday 8 a.m.-11 p.m. ET; Tuesday through Friday 8 a.m.-8 p.m. ET; Saturday 10 a.m.-2 p.m. ET (as printed on Aidvantage flyers)","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"The number is also listed on Edfinancial's list of federal loan servicers. The hours come from Aidvantage PDF flyers that may be older than the current site; confirm before relying on them.","source":"https://images.aidvantage.studentaid.gov/about/","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (upload documents, Help Center)","value":"https://myaccount.aidvantage.studentaid.gov","purposes":["student_loan_servicing","account_access"],"access":"login","notes":"Aidvantage's military benefits flyer says documentation can be uploaded securely through the online account.","source":"https://aidvantage.studentaid.gov/","last_verified":"2026-10-12"},{"id":"military-benefits-phone","type":"phone","label":"Military Benefits Team (TDD/TTY users dial 711)","value":"+1-833-793-2135","hours":"Monday 8 a.m.-11 p.m. ET; Tuesday through Friday 8 a.m.-8 p.m. ET; Saturday 10 a.m.-2 p.m. ET (as printed on the flyer)","purposes":["student_loan_servicing"],"notes":"For SCRA, military deferment, MNIA and other servicemember benefits. Email MilitaryBenefits@Advs.Aidvantage.com; fax 866-266-0178.","source":"https://images.aidvantage.studentaid.gov/military-benefits/","last_verified":"2026-10-12"},{"id":"military-benefits-mail","type":"mail","label":"Military Benefits Team mailing address (military documentation)","value":"Aidvantage - Federal Student Aid Loan Servicing, P.O. Box 300001, Greenville, TX 75403-3001","purposes":["student_loan_servicing"],"access":"open","notes":"Published for the Military Benefits Team. It was not confirmed as Aidvantage's general correspondence address.","source":"https://images.aidvantage.studentaid.gov/military-benefits/","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Aidvantage. Aidvantage's site links to it as \"Submit a Complaint\".","source":"https://aidvantage.studentaid.gov/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"online-account","note":"A general correspondence address was not confirmed. Put the request in writing through the online account and keep a copy."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask Aidvantage to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from Aidvantage","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call Aidvantage and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"Send a written request to correct the error, with copies of your proof, through the online account. Keep a copy.","channel":"online-account"},{"do":"If Aidvantage does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and Aidvantage's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"Aidvantage's site also links state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman. Edfinancial's and MOHELA's Student Loan Advocates pages list the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Aidvantage says only the government or the Department of Education can set student loan interest rates, control income-driven repayment eligibility, or forgive student loans.","issues":["student_loan_servicing"],"source":"https://images.aidvantage.studentaid.gov/about/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"After a March 10, 2026 court order on SAVE, federal loan servicers began sending notices on July 1, 2026. Borrowers have 90 days from their servicer's notice to leave SAVE; those who miss it are automatically enrolled in the Standard or the new Tiered Standard plan.","issues":["student_loan_servicing"],"source":"https://ticas.org/affordability-2/reconciliation-2025-borrower-faqs/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of an Aidvantage loan, or a loan that went into default.","evidence":["credit report page with the entry","proof of payment or of a deferment or forbearance at that time","letters from Aidvantage"],"steps":[{"do":"Ask Aidvantage in writing to correct a wrong late-payment entry. Attach proof. You can also dispute directly with Equifax, Experian and TransUnion.","channel":"online-account"},{"do":"If the loan is in default, it may no longer be with Aidvantage. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"known_blockers":["Aidvantage's web pages (contact-us, help center) load contact details with scripts; plain HTTP fetches show no phone numbers or addresses.","The online account needs the borrower's login.","No general correspondence or payment mailing address was confirmed; use the address on the borrower's billing statement."]},{"id":"cri","name":"CRI","aliases":["cri federal student loan servicing","central research inc","cri.studentaid.gov"],"sector":"student_loan","website":"https://cri.studentaid.gov/","account_url":"https://cri.studentaid.gov/","official_domains":["cri.studentaid.gov"],"security":{"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says you do not need to pay anyone to help you repay your federal student loans or reach loan forgiveness. Loan servicers help you switch to a new repayment plan at no cost, and its loan forgiveness programs are always free.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers may ask for your StudentAid.gov username and password and may use official-looking names, seals and logos. If you shared your login, change your password, check your account contact details and file a complaint with Federal Student Aid.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"CRI is a federal student loan servicer for the U.S. Department of Education at cri.studentaid.gov (NMLS ID 1215163 on its contact page). The expansion \"Central Research, Inc.\" and any parent company were not confirmed on a source. No 2025-2026 change to CRI's federal servicing role was confirmed. CRI's site loads its content with scripts, so the values here come from official-domain search snippets.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-833-355-4311","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"Shown on CRI's contact page and Alternative Formats page. A StudentAid.gov servicer list was reported to show 1-888-355-4311 instead; that page could not be read to check. Hours were not confirmed.","source":"https://cri.studentaid.gov/profile/contact-info","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Customer service email (also for alternative-format requests such as Braille or large print)","value":"CSServices@CRI.studentaid.gov","purposes":["student_loan_servicing"],"source":"https://cri.studentaid.gov/content/alternativeformat","last_verified":"2026-10-12"},{"id":"borrower-site","type":"portal","label":"CRI federal student loan site (borrower account)","value":"https://cri.studentaid.gov/","purposes":["student_loan_servicing","account_access"],"access":"login","notes":"The exact login page URL was not confirmed.","source":"https://cri.studentaid.gov/profile/contact-info","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid Feedback Center (complaints about any federal loan servicer)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by CRI. Other federal servicers' sites link to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-service-email","note":"CRI's correspondence address was not confirmed."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask CRI to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from CRI","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call CRI and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"Send a written request to correct the error, with your proof. Keep a copy.","channel":"customer-service-email"},{"do":"If CRI does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and CRI's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"Edfinancial's and MOHELA's Student Loan Advocates pages list the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and link state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"After a March 10, 2026 court order on SAVE, federal loan servicers began sending notices on July 1, 2026. Borrowers have 90 days from their servicer's notice to leave SAVE; those who miss it are automatically enrolled in the Standard or the new Tiered Standard plan.","issues":["student_loan_servicing"],"source":"https://ticas.org/affordability-2/reconciliation-2025-borrower-faqs/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of a CRI loan, or a loan that went into default.","evidence":["credit report page with the entry","proof of payment or of a deferment or forbearance at that time","letters from CRI"],"steps":[{"do":"Ask CRI in writing to correct a wrong late-payment entry. Attach proof. You can also dispute directly with Equifax, Experian and TransUnion.","channel":"customer-service-email"},{"do":"If the loan is in default, it may no longer be with CRI. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"known_blockers":["CRI's site (cri.studentaid.gov) loads its content with scripts; plain HTTP fetches return empty pages, so hours and mailing addresses were not confirmed.","The phone number differs between CRI's own pages (833-355-4311) and a reported StudentAid.gov listing (888-355-4311).","The borrower account needs the borrower's login."]},{"id":"edfinancial","name":"Edfinancial Services","aliases":["edfinancial","ed financial","edfinancial.studentaid.gov"],"sector":"student_loan","website":"https://edfinancial.studentaid.gov/","account_url":"https://myaccount.edfinancial.studentaid.gov/","official_domains":["edfinancial.studentaid.gov"],"security":{"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Edfinancial says you can call your servicer about repayment options, including income-based plans, and that you don't have to pay someone for this assistance.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Edfinancial warns about third-party debt relief companies. It says to research a company carefully to make sure its offer is legitimate, and to reset your FSA ID or Edfinancial password if you gave the company that login.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"debt-relief-scam-email","type":"email","label":"Report a third-party debt relief company to Edfinancial's Customer Resolutions Unit","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","purposes":["fraud"],"notes":"Forward any documents you received from the debt relief company. Include the company name or the phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"Edfinancial Services is headquartered in Knoxville, Tennessee (NMLS Company ID 1509247) and services federal student loans for Federal Student Aid, U.S. Department of Education. Its site does not name a parent company. No 2025-2026 change to Edfinancial's federal servicing role was confirmed on a source.","channels":[{"id":"customer-service-phone","type":"phone","label":"General inquiries and phone payments (toll free)","value":"+1-855-337-6884","hours":"Monday 8:00 a.m.-9:00 p.m. ET; Tuesday and Wednesday 8:00 a.m.-8:00 p.m. ET; Thursday and Friday 8:00 a.m.-6:00 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"servicemember-phone","type":"phone","label":"Servicemember Liaison (toll free)","value":"+1-800-337-6884","purposes":["student_loan_servicing"],"notes":"The contact page lists 1-800-337-6884 or 1-855-337-6884 for the Servicemember Liaison, with no hours. The Ways to Pay page also gives 800-337-6884 for phone payments. Military email: military@edfinancial.studentaid.gov.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (secure document upload)","value":"https://myaccount.edfinancial.studentaid.gov/","purposes":["student_loan_servicing","account_access"],"access":"login","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"secure-message","type":"web_form","label":"Secure email message (select a topic on the Contact page)","value":"https://edfinancial.studentaid.gov/contact","purposes":["student_loan_servicing"],"notes":"The topic selector is on the Contact page. It was not tested; it may ask for account details.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Forms, documentation and letters","value":"Edfinancial Services, P.O. Box 36008, Knoxville, TN 37930-6008","purposes":["student_loan_servicing"],"access":"open","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"US Department of Education, P.O. Box 790322, St. Louis, MO 63179-0322","access":"open","notes":"The page says to send all payments with your new account number to this address, and that the payment address can differ by loan program; check your billing statement or online account. Put your name, account number and payment amount on the check or money order.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"},{"id":"credit-dispute-mail","type":"mail","label":"Credit reporting disputes","value":"Attention: Credit Disputes, P.O. Box 30159, Knoxville, TN 37930-0159","purposes":["debt_collection"],"access":"open","notes":"Include a copy of the credit report with the disputed items marked, supporting documents and a cover letter that asks for the update.","source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"},{"id":"debt-relief-scam-email","type":"email","label":"Customer Resolutions Unit (forward documents from third-party debt relief companies)","value":"CustomerResolutionsUnit@edfinancial.studentaid.gov","notes":"For reporting a third-party debt relief company. Include the company name or phone numbers that contacted you.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid (FSA) complaint system (Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Edfinancial. Edfinancial's Contact and Student Loan Advocates pages link to it.","source":"https://edfinancial.studentaid.gov/contact","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"correspondence-mail","note":"Or a secure message or upload through the online account. Keep copies."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask Edfinancial to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from Edfinancial","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call Edfinancial and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"Send a written request to correct the error, with copies of your proof. Use the secure message, an upload through the online account, or the letters address. Keep a copy.","channel":"correspondence-mail"},{"do":"If Edfinancial does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and Edfinancial's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"Edfinancial's Student Loan Advocates page lists the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and links state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman. Some state agencies (DC, MA, NV, VA, WA) help only borrowers who live in that state."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"A court order ended the SAVE Plan on March 10, 2026. Edfinancial says it will notify borrowers enrolled in SAVE between July 1st and August 15th, and they will have 90 days to choose a different plan.","issues":["student_loan_servicing"],"source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of an Edfinancial loan, or a loan that went into default.","evidence":["credit report with the disputed items highlighted or circled","supporting documents","cover letter that explains the issue"],"steps":[{"do":"Mail a credit dispute to Edfinancial with the marked credit report, supporting documents and a cover letter that asks for the update.","channel":"credit-dispute-mail","note":"You can also file the dispute directly with Equifax, Experian and TransUnion."},{"do":"Allow up to 30 days for the review, then check your credit reports. The bureaus can take another 45-60 days to update."},{"do":"If the loan is in default, it may no longer be with Edfinancial. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"deadline","claim":"Edfinancial says mailed credit disputes and disputes filed with the credit reporting agencies may take up to 30 days to review; after Edfinancial finds an update is needed, the agencies may take 45-60 days to update their records.","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/Credit-Reporting","last_verified":"2026-10-12"},{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"From July 1, 2026, the auto pay interest rate reduction is 1% (up from 0.25%). Borrowers with eligible loans get it by enrolling in Auto Pay by December 31st, 2026.","source":"https://edfinancial.studentaid.gov/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Mail payments several days before the due date, and put your name, account number and payment amount on the check.","source":"https://edfinancial.studentaid.gov/waystopay","last_verified":"2026-10-12"}],"known_blockers":["The online account, secure upload and payment tools need the borrower's login.","Edfinancial's home page still shows an outdated note that IDR and PSLF count adjustments would be done by July 1, 2024."]},{"id":"mohela","name":"MOHELA","aliases":["missouri higher education loan authority","higher education loan authority of the state of missouri","mohela.studentaid.gov"],"sector":"student_loan","parent":"Higher Education Loan Authority of the State of Missouri","website":"https://mohela.studentaid.gov/","account_url":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","official_domains":["mohela.studentaid.gov","mohela.com"],"security":{"never_asks":[{"kind":"policy","claim":"MOHELA says the U.S. Department of Education's Office of Federal Student Aid and MOHELA will never ask for your FSA ID or any other login information.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA says you never have to pay for help with your student loans. MOHELA helps with all available repayment plans and options at no cost, and every repayment plan is available free of charge through the U.S. Department of Education.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"MOHELA warns that debt relief companies may offer to consolidate or forgive your loans, lower your balance or reduce your monthly payments in exchange for up-front or monthly fees, and often impersonate or imply they are affiliated with the U.S. Department of Education or MOHELA.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA lists these warning signs. Someone you do not know contacts you about your loans, asks for up-front or monthly fees, asks for your FSA ID username and password or your card or bank details, urges you to act quickly because forgiveness programs are ending, promises an immediate lower balance, or says your servicer will not help you.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA warns of official-looking envelopes, letters and emails, loan forgiveness offers sent by text message or voicemail, calls from spoofed phone numbers, and anyone who tells you to stop or redirect your student loan payments.","source":"https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"MOHELA (the Missouri Higher Education Loan Authority) was established by the Missouri General Assembly in 1981 and is an official servicer of Federal Student Aid. The U.S. Department of Education (FSA) owns the loans; MOHELA handles billing, questions and payments. The PSLF program is managed by the Department of Education, not MOHELA. No 2025-2026 change to MOHELA's federal servicing role was confirmed on a source.","channels":[{"id":"customer-service-phone","type":"phone","label":"Direct Loan servicing customer service (toll free)","value":"+1-888-866-4352","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"TTY users dial 711. Payments and automated account information are available 24/7. Income-driven repayment plans, including RAP, cannot be set up by phone (see facts).","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"Direct Loan servicing customer service (international callers)","value":"+1-636-532-0600","hours":"Monday 8 a.m.-9 p.m. ET; Tuesday and Wednesday 8 a.m.-8 p.m. ET; Thursday and Friday 8 a.m.-6 p.m. ET","purposes":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"secure-message","type":"web_form","label":"Securely Message Us (select state of residence, then follow the prompts)","value":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","purposes":["student_loan_servicing"],"notes":"The form is on the Contact Us page. It was not tested; it may ask for account details.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"online-account","type":"portal","label":"Online account login (upload documents, view loans)","value":"https://mohela.studentaid.gov/DL/secure/account/Login.aspx","purposes":["student_loan_servicing","account_access","debt_collection"],"access":"login","notes":"MOHELA says uploading through the online account is the fastest way to send documents. For a credit reporting adjustment request, go to Upload in the menu and select Miscellaneous as the document type.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"correspondence-mail","type":"mail","label":"Letters and documents (not payments)","value":"MOHELA, 633 Spirit Drive, Chesterfield, MO 63005-1243","purposes":["student_loan_servicing","debt_collection"],"access":"open","notes":"MOHELA says not to send payments to this address. Its credit page also gives this address for credit reporting adjustment requests.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"payments-mail","type":"mail","label":"Payments by mail","value":"Department of Education - MOHELA, PO Box 790453, St. Louis, MO 63179-0453","access":"open","notes":"Payments only. Do not send letters or documents to this address.","source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Submit a Complaint (Federal Student Aid Feedback Center)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by MOHELA. MOHELA's site links to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"correspondence-mail","note":"Or use the secure message form or an upload through the online account. Keep copies."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask MOHELA to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from MOHELA","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call MOHELA and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"Send a written request to correct the error, with copies of your proof. Upload it through the online account or mail it to the letters address. Keep a copy.","channel":"correspondence-mail"},{"do":"For a repayment plan problem, apply for or change income-driven plans (including RAP) at StudentAid.gov/idr, not by phone."},{"do":"If MOHELA does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and MOHELA's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"MOHELA's Student Loan Advocates page lists the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and links state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman. Some state agencies (DC, MA, NV, VA, WA) help only borrowers who live in that state."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"On March 10, 2026, a court order ended the Saving on a Valuable Education (SAVE) Plan. Affected borrowers must select a new repayment plan after they receive a notice from MOHELA.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"process","claim":"MOHELA states that income-driven repayment plans, including the Repayment Assistance Plan (RAP), can only be signed up for at StudentAid.gov/idr, not by phone.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Repayment Assistance Plan (RAP) and the Tiered Standard Plan became available on July 1, 2026.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/about.aspx","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of a late MOHELA loan, or a loan that went into default.","evidence":["credit report page with the entry","proof of payment or of an eligible deferment or forbearance at that time","letters from MOHELA"],"steps":[{"do":"Check whether the loan was 90 or more days past due at the end of the month that was reported. MOHELA reports delinquency from that point."},{"do":"If you qualified for an eligible deferment or forbearance when the negative reporting occurred, send an adjustment request with documents through the online account (Upload, Miscellaneous) or by mail.","channel":"online-account","note":"MOHELA does not grant \"goodwill\" credit deletions (see facts). You may also dispute directly with Equifax, Experian and TransUnion."},{"do":"If the loan is in default, it may no longer be with MOHELA. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"policy","claim":"MOHELA begins to report a loan delinquent once it is 90 days or more past due on the last date of the month.","issues":["debt_collection"],"source":"https://mohela.studentaid.gov/credit","last_verified":"2026-10-12"},{"kind":"policy","claim":"MOHELA is not authorized to complete \"goodwill requests\" for credit updates, per the directive of Federal Student Aid.","issues":["debt_collection"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"},{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"From July 1, 2026, the interest rate reduction for borrowers enrolled in auto pay is 1% (up from 0.25%), through June 30, 2028. Enrollment must be completed by 11:59 p.m. ET on December 31, 2026.","source":"https://mohela.studentaid.gov/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Upload documents through the online account for the fastest processing, instead of mail or fax.","issues":["student_loan_servicing"],"source":"https://mohela.studentaid.gov/DL/common/contactUs.aspx","last_verified":"2026-10-12"}],"known_blockers":["The online account and document upload need the borrower's login.","MOHELA's site warns of longer hold times due to high call volume.","MOHELA's contact page shows two different international fax numbers (636-787-2790 and 636-787-4038); fax is not listed here."]},{"id":"nelnet","name":"Nelnet","aliases":["nelnet federal student loans","nelnet federal student loan services","nelnet.studentaid.gov"],"sector":"student_loan","parent":"Nelnet, Inc. (NYSE NNI)","website":"https://nelnet.studentaid.gov/","account_url":"https://nelnet.studentaid.gov/","official_domains":["nelnet.studentaid.gov","nelnet.com"],"security":{"never_asks":[{"kind":"policy","claim":"Federal Student Aid says the U.S. Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov account username or password (your FSA ID login).","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says you do not need to pay anyone to help you repay your federal student loans or reach loan forgiveness. Loan servicers help you switch to a new repayment plan at no cost, and its loan forgiveness programs are always free.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Federal Student Aid warns that scammers often ask for an up-front or monthly fee while promising immediate and total student loan cancellation. Most federal forgiveness programs require years of qualifying payments or employment in certain fields.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid says aggressive forgiveness messages, such as ones that tell you to act immediately before a program is discontinued or that your loan is flagged for forgiveness and you must call now, do not come from the Department of Education or its partners.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Federal Student Aid warns that scammers may ask for your StudentAid.gov username and password and may use official-looking names, seals and logos. If you shared your login, change your password, check your account contact details and file a complaint with Federal Student Aid.","source":"https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/","last_verified":"2026-10-12"}]},"regulators":["ed-fsa","cfpb"],"notes":"Nelnet, Inc. (nelnet.com) says it provides federal loan services for the Department of Education and directs federal student loan borrowers serviced by Nelnet to Nelnet.StudentAid.gov. Borrowers with FFEL loans held by other lenders are sent to a different site. No 2025-2026 change to Nelnet's federal servicing role was confirmed on a source. Nelnet's borrower site loads its content with scripts, so its hours and addresses could not be read.","channels":[{"id":"customer-service-phone","type":"phone","label":"Federal student loan customer service","value":"+1-888-486-4722","purposes":["student_loan_servicing","account_access","debt_collection"],"notes":"Number taken from Edfinancial's list of federal student loan servicers. Nelnet's own site could not be read, and its hours were not confirmed.","source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"id":"borrower-site","type":"portal","label":"Nelnet federal student loan site (borrower account)","value":"https://nelnet.studentaid.gov/","purposes":["student_loan_servicing","account_access"],"access":"login","notes":"The exact login page URL was not confirmed. Account actions need the borrower's login.","source":"https://nelnet.com/capabilities/federal-student-loan-services/federal-loan-services/","last_verified":"2026-10-12"},{"id":"fsa-feedback-center","type":"web_form","label":"Federal Student Aid Feedback Center (complaints about any federal loan servicer)","value":"https://studentaid.gov/feedback-center/","purposes":["student_loan_servicing","debt_collection"],"notes":"Run by Federal Student Aid (U.S. Department of Education), not by Nelnet. Other federal servicers' sites link to it as \"Submit a Complaint\".","source":"https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"borrower-site","note":"Nelnet's correspondence address was not confirmed. Put the request in writing through the borrower account, or use the address on the billing statement, and keep a copy."},{"rung":"regulator","regulator":"ed-fsa","channel":"fsa-feedback-center"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"student_loan_servicing","summary":"Ask Nelnet to correct the error in writing, then complain to Federal Student Aid, then to the CFPB.","evidence":["loan account number","payment history","billing statements and letters from Nelnet","dates and names from calls","copies of forms you sent"],"steps":[{"do":"Call Nelnet and describe the error. Write down the date, the representative's name and any reference number.","channel":"customer-service-phone"},{"do":"Send a written request to correct the error, with copies of your proof, through the borrower account. Keep a copy.","channel":"borrower-site"},{"do":"If Nelnet does not fix it, submit a complaint to the Federal Student Aid Feedback Center. Attach your timeline and Nelnet's replies.","channel":"fsa-feedback-center","regulator":"ed-fsa","note":"Edfinancial's and MOHELA's Student Loan Advocates pages list the FSA Ombudsman Group at P.O. Box 1854, Monticello, KY 42633, and link state student loan ombudsman offices at https://studentaid.gov/feedback-ombudsman/disputes/state-ombudsman."},{"do":"If the problem continues, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"After a March 10, 2026 court order on SAVE, federal loan servicers began sending notices on July 1, 2026. Borrowers have 90 days from their servicer's notice to leave SAVE; those who miss it are automatically enrolled in the Standard or the new Tiered Standard plan. Nelnet said it was notifying nearly three million borrowers in waves.","issues":["student_loan_servicing"],"source":"https://ticas.org/affordability-2/reconciliation-2025-borrower-faqs/","last_verified":"2026-10-12"}]},{"issue":"debt_collection","summary":"Credit reporting of a Nelnet loan, or a loan that went into default.","evidence":["credit report page with the entry","proof of payment or of a deferment or forbearance at that time","letters from Nelnet"],"steps":[{"do":"Ask Nelnet in writing to correct a wrong late-payment entry. Attach proof. You can also dispute directly with Equifax, Experian and TransUnion.","channel":"borrower-site"},{"do":"If the loan is in default, it may no longer be with Nelnet. Contact the Department of Education's Default Resolution Group (see facts) and ask which office now collects it."},{"do":"If the reporting is still wrong, complain to the Federal Student Aid Feedback Center, then to the CFPB.","channel":"fsa-feedback-center","regulator":"ed-fsa"}],"facts":[{"kind":"contact","claim":"Edfinancial's list of federal student loan servicers gives the Default Resolution Group at 1-800-621-3115 (myeddebt.ed.gov).","issues":["debt_collection"],"source":"https://edfinancial.studentaid.gov/finding-your-student-loans","last_verified":"2026-10-12"},{"kind":"process","claim":"On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will assume operational responsibility for collecting defaulted federal student loans, and in later phases will work to support non-defaulted loans.","issues":["debt_collection"],"source":"https://home.treasury.gov/news/press-releases/sb0419","last_verified":"2026-10-12"}]}],"facts":[{"kind":"contact","claim":"Nelnet's corporate site directs federal student loan borrowers serviced by Nelnet to Nelnet.StudentAid.gov.","source":"https://nelnet.com/businesses/nelnet-federal-student-loan-services/","last_verified":"2026-10-12"}],"known_blockers":["Nelnet's borrower site (nelnet.studentaid.gov) loads its content with scripts; plain HTTP fetches return empty pages, so hours, mailing and payment addresses were not confirmed.","The borrower account needs the borrower's login."]},{"id":"adobe","name":"Adobe (Creative Cloud and Acrobat subscriptions)","aliases":["adobe creative cloud","creative cloud","adobe acrobat","adobe inc"],"sector":"subscription","parent":"Adobe Inc.","website":"https://www.adobe.com","account_url":"https://account.adobe.com/","official_domains":["adobe.com"],"security":{"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Report an email, website or pop-up that falsely claims to represent Adobe","value":"phishing@adobe.com","purposes":["fraud"],"notes":"Read from search-result text of this page on 2026-10-12; the page blocked automated fetches.","source":"https://helpx.adobe.com/security/alertus.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Terms quoted below are from the Adobe Subscription and Cancellation Terms with an effective date of August 1st, 2026. The plan label in the terms is \"Annual contract, billed monthly\".","channels":[{"id":"manage-plan","type":"portal","label":"Adobe Account plan management (cancel)","value":"https://www.adobe.com/go/acctmgmt_plan","purposes":["cancel_service","refund_request"],"access":"login","notes":"Opens the Adobe Account plan page, which needs sign-in and a browser with JavaScript.","source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"},{"id":"customer-support","type":"portal","label":"Adobe Customer Support (Help Center)","value":"https://helpx.adobe.com/support.html","purposes":["cancel_service","refund_request","billing_error"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-support"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in the Adobe Account or through Customer Support. Check the plan type first; an annual contract billed monthly has a lump-sum fee after 14 days.","evidence":["plan name and type","initial order date","cancellation confirmation"],"steps":[{"do":"Find the plan type (monthly, annual contract billed monthly, or annual prepaid) and the initial order date.","channel":"manage-plan"},{"do":"To avoid the early cancellation fee and get a full refund, cancel within 14 days of the initial order.","channel":"manage-plan"},{"do":"If you cannot cancel online, contact Customer Support.","channel":"customer-support"}],"facts":[{"kind":"process","claim":"\"You can cancel your subscription anytime via your Adobe Account or by contacting Customer Support.\"","issues":["cancel_service"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"},{"kind":"fee","id":"annual-billed-monthly-etf","claim":"Annual contract, billed monthly (Creative Cloud for Individuals): \"Should you cancel after 14 days, you'll be charged a lump sum amount of 50% of your remaining contract obligation, and your service will continue until the end of that month's billing period.\"","issues":["cancel_service"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"},{"kind":"fee","id":"annual-billed-monthly-etf-california","claim":"Annual contract, billed monthly: \"For customers in California, should you cancel after 14 days, you'll be charged a lump sum amount of 30% of your annual commitment and your service will continue until the end of that month's billing period.\"","issues":["cancel_service"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Every plan type gets a full refund if cancelled within 14 days of the initial order; after that, monthly and annual prepaid payments are non-refundable.","evidence":["initial order date","invoice"],"steps":[{"do":"Cancel within 14 days of the initial order. The refund comes with the cancellation.","channel":"manage-plan"},{"do":"If the refund does not appear, contact Customer Support with the order date.","channel":"customer-support"}],"facts":[{"kind":"deadline","claim":"\"If you cancel within 14 days of your initial order, you'll be fully refunded.\" (monthly, annual billed monthly, and annual prepaid plans)","issues":["refund_request","cancel_service"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Monthly plan: \"If you cancel after 14 days, your payment is non-refundable,\" and service continues to the end of that month's billing period. Annual prepaid: non-refundable after 14 days, and service continues to the end of the contracted term.","issues":["refund_request"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Adobe notifies rate changes with the option to cancel.","evidence":["rate change notice","plan type"],"steps":[{"do":"If you do not accept the new rate, cancel. On an annual contract billed monthly, ask Customer Support whether the early cancellation fee applies when you cancel because of a rate change.","channel":"customer-support"}],"facts":[{"kind":"policy","claim":"Adobe says it \"will notify you of any rate change with the option to cancel.\"","issues":["bill_increase"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"\"At the end of your free trial, your subscription begins, and Adobe will automatically charge your payment method.\" \"If you cancel before the end of your free trial, your payment method won't be charged.\"","issues":["cancel_service","refund_request"],"source":"https://www.adobe.com/legal/subscription-terms.html","last_verified":"2026-10-12"}],"known_blockers":["The Adobe Account plan page needs sign-in and a JavaScript browser. The Adobe help center (helpx.adobe.com) blocks automated fetches.","No customer support phone number is published on adobe.com contact pages; the numbers listed there are for sales.","Annual contracts billed monthly carry a lump-sum early cancellation fee after 14 days."]},{"id":"ancestry","name":"Ancestry","aliases":["ancestry.com","ancestrydna","ancestry dna","ancestry membership","ancestry world explorer","ancestry all access"],"sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account","official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"security":{"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"regulators":["ftc"],"channels":[{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Ancestry order history (check renewal and cancellation-fee charges)","value":"https://www.ancestry.com/order-history","purposes":["unauthorized_charge","billing_error"],"access":"login","source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"},{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"},{"id":"contact-support","type":"web_form","label":"Ancestry Member Services contact page","value":"https://www.ancestry.com/support/s/contactsupport","purposes":["cancel_service","refund_request","billing_error"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"id":"apple-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the iOS app (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Ask Apple for a refund of an Ancestry membership bought in the iOS app","value":"https://support.apple.com/en-us/HT204084","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"google-play-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the Android app (Google Play)","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Google Play refund policy (Ancestry bought in the Android app)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933349156627","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in Account Settings (Membership > Cancel membership) and keep the confirmation number. Monthly plans must be cancelled more than two business days before renewal. App-store purchases are cancelled with Apple or Google.","evidence":["cancellation confirmation number","confirmation email","renewal date","billing provider shown in Account Settings"],"steps":[{"do":"In Account Settings, check the \"billed through\" row. If Apple or Google bills you, cancel there; deleting the app does not cancel.","channel":"apple-cancel"},{"do":"For Ancestry-billed memberships, sign in, open Account Settings, find the membership under Membership and select Cancel membership. Continue until you get a cancellation confirmation number.","channel":"account-settings"},{"do":"Cancel a monthly membership before two business days ahead of the renewal date."},{"do":"If you cannot cancel online, call Ancestry phone support (7 am-11 pm ET, every day).","channel":"member-services-phone"}],"facts":[{"kind":"deadline","claim":"\"Monthly subscriptions may be cancelled at any time prior to two business days before your renewal date.\" Subscriptions \"automatically renew, except for gift and pay-per-view subscriptions.\"","issues":["cancel_service"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"After you cancel, you keep access for the remainder of the period you paid for. When the membership expires the account becomes a free Registered Guest account; trees and DNA results stay available.","issues":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"kind":"fee","claim":"Six-month or 12-month subscriptions paid in monthly installments on ancestry.com may carry a cancellation fee if cancelled before the term ends - the lesser of $25 USD (6-month) or $50 USD (12-month), or the remaining cost of the subscription, plus applicable taxes.","issues":["cancel_service","early_termination_fee"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"When you buy a membership through the app, the membership must be canceled by the company you bought it through.\"","issues":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Only a first-ever, upfront-billed term that did not start with a trial can be cancelled for a full refund, within 14 days. Monthly fees and renewals are not refundable. DNA kits can be returned within 60 days, less a $15 fee.","evidence":["order number","purchase date","whether the membership started with a trial","kit order date"],"steps":[{"do":"Check whether you qualify - first subscription term with Ancestry, billed upfront, not started with a free or paid trial, and within 14 days."},{"do":"Call Ancestry and ask to cancel immediately for a full refund (access ends at once).","channel":"member-services-phone"},{"do":"If Apple or Google billed you, ask them for the refund.","channel":"apple-refund"}],"facts":[{"kind":"deadline","claim":"If an upfront-billed subscription \"did not begin with a free or paid trial,\" then \"during the first 14 days of your first subscription term with Ancestry\" you may cancel immediately \"for a full refund and immediate loss of access,\" or cancel at the end of the term with no refund.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You are not eligible for any refunds after your subscription renews or if you have previously subscribed to Ancestry.\" Monthly subscriptions \"are not eligible for a refund, except as outlined\" in the terms.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"fee","claim":"A US AncestryDNA kit is \"eligible for a refund if you request a refund and return the kit within 60 days of placing your kit order,\" less a \"$15 processing fee\"; shipping and processing charges are not refunded. Kits bought from Amazon, Walmart, Legacy.com or Target.com are refunded by those sellers.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Refunds purchased through the Ancestry app are handled by the company you purchased the membership through.\"","issues":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"Cancel more than two days before the trial ends. A converted trial is not refundable, and the 14-day refund option does not apply to memberships that started with a trial.","evidence":["trial start and end dates","cancellation confirmation number"],"steps":[{"do":"In Account Settings, select Cancel trial under Membership at least two days before the trial ends, and keep the confirmation number.","channel":"account-settings"}],"facts":[{"kind":"deadline","claim":"For a free or paid trial, \"you may cancel at any time prior to two days before the end of the trial period and incur no further charge.\" \"If you do not cancel by that time, your subscription will start once your trial period ends.\"","issues":["free_trial_conversion"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You are eligible for one free and one paid trial per user.\" After a trial ends and you are charged, no refunds are issued except as outlined in the terms.","issues":["free_trial_conversion","refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"A charge after cancelling usually means the cancellation did not complete, it was too close to renewal, a paused membership resumed, there is a second membership or account, or it is an early-cancellation fee.","evidence":["cancellation confirmation number and email","order history entry","card statement"],"steps":[{"do":"Check membership status in Account Settings and the charge in order history. Look for a cancellation confirmation email.","channel":"order-history"},{"do":"If you find no paid membership, you may have a second account. Call phone support to locate it and ask about a refund.","channel":"member-services-phone"},{"do":"If you have a cancellation confirmation from before the deadline and Ancestry will not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Ancestry lists reasons for a charge after cancelling - the membership is still active, it was cancelled too close to renewal, a paused membership resumed, there are multiple memberships or accounts, or an early termination fee for a semi-annual or annual membership paid monthly. \"Uninstalling the Ancestry app does not cancel your membership.\"","issues":["unauthorized_charge","cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Ancestry renews at the rate stated at purchase unless it notifies you; it says it gives reasonable notice of price changes, which may apply from the next renewal.","evidence":["price change notice","previous charge amount"],"steps":[{"do":"If you do not accept a new price, cancel before the renewal date (monthly - more than two business days before).","channel":"account-settings"}],"facts":[{"kind":"policy","claim":"At the start of each billing term \"you will be charged the rate stated at the time of purchase\" unless notified otherwise, and \"Ancestry will give you reasonable notice of any change in price or terms before they go into effect.\" New prices may apply at renewal.","issues":["bill_increase"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"}]}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."]},{"id":"audible","name":"Audible","aliases":["audible.com","audible inc","audible membership"],"sector":"subscription","parent":"Amazon (Audible, Inc. is an affiliate of Amazon.com Services LLC)","website":"https://www.audible.com","account_url":"https://www.audible.com/account/overview","official_domains":["audible.com"],"regulators":["ftc"],"channels":[{"id":"account-details","type":"portal","label":"Audible Account Details page (cancel membership)","value":"https://www.audible.com/account/overview","purposes":["cancel_service"],"access":"login","notes":"Redirects to Amazon sign-in. The Conditions of Use say to cancel by visiting the account details page on Audible.com.","source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Audible Customer Service","value":"+1-888-283-5051","purposes":["cancel_service","billing_error","refund_request","unauthorized_charge"],"source":"https://www.audible.com/contactus","last_verified":"2026-10-12"},{"id":"contact-us","type":"web_form","label":"Audible Contact Us (phone or chat after sign-in)","value":"https://www.audible.com/contactus","purposes":["cancel_service","billing_error","refund_request"],"access":"login","notes":"The page says \"Please sign in to contact us.\"","source":"https://www.audible.com/contactus","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Audible, Inc. address (Conditions of Use)","value":"Audible, Inc., 1 Washington Park, Newark, NJ 07102","source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"mail"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel on the Account Details page on Audible.com or by phone or chat; app-store sign-ups cancel with Apple or Google. Use credits first, because they expire at cancellation.","evidence":["cancellation confirmation email","number of unused credits","date cancelled"],"steps":[{"do":"Spend any unused credits before cancelling. Credits expire immediately when the membership is cancelled."},{"do":"Sign in on Audible.com and cancel on the Account Details page.","channel":"account-details"},{"do":"If you cannot cancel online, call Customer Service or use chat after signing in.","channel":"customer-service-phone"},{"do":"If you signed up in the Audible app through Apple or Google, cancel through that app store."}],"facts":[{"kind":"process","claim":"\"You may cancel your membership plan and any subscriptions by visiting your account details page provided on Audible.com,\" or by contacting Customer Service by telephone or chat. Mobile app sign-ups are cancelled through Apple or Google.","issues":["cancel_service"],"source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Credits expire immediately upon the cancellation or termination of your membership.\" Credits have no cash value.","issues":["cancel_service","refund_request"],"source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Audible does not refund membership fees already paid when you cancel.","evidence":["receipt","membership start date"],"steps":[{"do":"If you were charged after cancelling or charged in error, call Customer Service with the order details.","channel":"customer-service-phone"},{"do":"If Audible does not reverse a charge made after a confirmed cancellation, dispute it with the card issuer."}],"facts":[{"kind":"policy","claim":"\"If you cancel your membership or subscription, you will not receive a refund of any fees already paid.\"","issues":["refund_request"],"source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Trial members can cancel through Account Details before the end of the trial period to avoid paid membership. Audible may place a temporary authorization on the payment method for a trial.","issues":["cancel_service"],"source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"The fees for membership plans may change at any time.\" The Conditions of Use state no notice period.","issues":["bill_increase"],"source":"https://www.audible.com/legal/conditions-of-use","last_verified":"2026-10-12"}],"known_blockers":["The Account Details page and the contact page need sign-in with the Amazon or Audible account.","Unused credits are lost at cancellation."]},{"id":"chegg","name":"Chegg","aliases":["chegg study","chegg study pack","chegg inc","chegg.com"],"sector":"subscription","website":"https://www.chegg.com","official_domains":["chegg.com"],"notes":"chegg.com refused every automated fetch on 2026-10-13 (HTTP 403), so Chegg's Terms of Use and refund terms could not be read. The cancellation path below is from search-result text of Chegg's help article; confirm it in the account.","regulators":["ftc"],"channels":[{"id":"account-orders","type":"portal","label":"Chegg website on a desktop or laptop: My Account > Orders > Cancel Subscription","value":"https://www.chegg.com","purposes":["cancel_service"],"access":"login","notes":"Read from search-result text of Chegg's help article \"How do I cancel my Chegg Study subscription?\" on 2026-10-13; chegg.com blocked automated fetches. The direct URL of the Orders page was not verified, so this points to the home page.","source":"https://www.chegg.com/en/contactus?a=How-do-I-cancel-my-Chegg-Study-subscription---id--LiAlcgGuQN6HnOLVkrpNgw","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"account-orders"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel on a desktop or laptop under My Account > Orders > Cancel Subscription, then confirm on the next page. Access continues to the end of the current billing period. Chegg offers a pause of up to six months instead.","evidence":["cancellation confirmation screen or email","billing date"],"steps":[{"do":"On a desktop or laptop, sign in, go to My Account > Orders, find the subscription and click Cancel Subscription.","channel":"account-orders","note":"Read from search-result text of Chegg's help article on 2026-10-13; chegg.com blocked automated fetches."},{"do":"On the next page, click the orange Cancel Subscription button at the bottom to confirm. Chegg will offer \"Pause instead\"; decline it if you want to cancel. Keep a screenshot of the confirmation."},{"do":"If you are charged after cancelling, dispute the charge with your card issuer and keep the confirmation as evidence."}],"facts":[{"kind":"process","claim":"Chegg's help article says to cancel on a desktop or laptop via My Account > Orders > Cancel Subscription, then confirm with the orange Cancel Subscription button; after cancelling you will not be charged again and keep access for the rest of the current billing period. A pause of up to six months is offered instead. Read from search-result text on 2026-10-13; chegg.com blocked automated fetches.","issues":["cancel_service"],"source":"https://www.chegg.com/en/contactus?a=How-do-I-cancel-my-Chegg-Study-subscription---id--LiAlcgGuQN6HnOLVkrpNgw","last_verified":"2026-10-13"}]},{"issue":"privacy_request","summary":"A 2023 FTC order requires Chegg to let users request access to, and deletion of, their data and to offer multifactor authentication.","evidence":["Chegg account email","date of request"],"steps":[{"do":"Ask Chegg in writing for a copy of your data or for deletion, and keep the date and any reference number. If Chegg does not act, report it to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"The FTC's final order (announced January 27, 2023) requires Chegg to \"allow users to request access to and deletion of their data,\" to \"offer users multifactor authentication to secure their accounts,\" to limit the data it collects and retains, and to run a comprehensive information security program.","issues":["privacy_request","account_access"],"source":"https://www.ftc.gov/news-events/news/press-releases/2023/01/ftc-finalizes-order-ed-tech-provider-chegg-lax-security-exposed-student-data","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The FTC alleged (October 31, 2022) that Chegg's data security failures exposed information about millions of customers and employees, including a 2018 breach of a cloud database holding about 40 million customers' data. Exposed customer data included names, email addresses and passwords, and for some users scholarship data.","issues":["privacy_request","account_access"],"source":"https://www.ftc.gov/news-events/news/press-releases/2022/10/ftc-brings-action-against-ed-tech-provider-chegg-careless-security-exposed-personal-data-millions","last_verified":"2026-10-13"}],"known_blockers":["chegg.com blocked automated fetches on 2026-10-13. No Chegg refund terms, phone number, chat link or Terms of Use text are recorded here.","Cancelling needs sign-in, and Chegg's help article says to use a desktop or laptop."]},{"id":"disney-plus","name":"Disney+ (including Hulu and ESPN bundles)","aliases":["disney plus","disneyplus","hulu","disney+ hulu bundle","disney+ hulu espn bundle"],"sector":"subscription","parent":"The Walt Disney Company","website":"https://www.disneyplus.com","account_url":"https://www.disneyplus.com/account","official_domains":["disneyplus.com","hulu.com","disneytermsofuse.com"],"regulators":["ftc"],"notes":"As of 2026-10-12, disneyplus.com and hulu.com say select Hulu content is available in the Disney+ app with valid Hulu and Disney+ subscriptions, and additional content only in the Hulu app; the apps remain separate. Bundles sold include Disney+ and Hulu; Disney+, Hulu and ESPN Unlimited; and Disney+, Hulu and HBO Max. Disney's help centers render only in a browser, so their cancellation articles were not read for this entry.","channels":[{"id":"disney-account","type":"portal","label":"Disney+ account page (manage or cancel, including bundles billed by Disney+)","value":"https://www.disneyplus.com/account","purposes":["cancel_service","billing_error"],"access":"login","notes":"HBO Max's help center sends Disney+, Hulu, HBO Max Bundle subscribers to sign in here or at hulu.com/account to manage the bundle.","source":"https://help.hbomax.com/us/Answer/Detail/000002529","last_verified":"2026-10-12"},{"id":"hulu-account","type":"portal","label":"Hulu account page (manage or cancel Hulu-billed plans and bundles)","value":"https://hulu.com/account","purposes":["cancel_service","billing_error"],"access":"login","source":"https://help.hbomax.com/us/Answer/Detail/000002529","last_verified":"2026-10-12"},{"id":"disney-help","type":"portal","label":"Disney+ Help Center","value":"https://help.disneyplus.com/","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.disneyplus.com/legal","last_verified":"2026-10-12"},{"id":"hulu-bundle-billing-help","type":"portal","label":"Hulu help article on Disney+, Hulu, ESPN bundle billing and cancellation","value":"https://help.hulu.com/article/hulu-disney-espn-bundle","purposes":["cancel_service","billing_error"],"source":"https://www.hulu.com/welcome","last_verified":"2026-10-12"},{"id":"dispute-notice-mail","type":"mail","label":"Notice of Dispute to Disney (Terms of Use section 8.B)","value":"Disney, 500 South Buena Vista Street, Burbank, California 91521-7620, USA, Attention Legal","notes":"The Disney Terms of Use name this address for notices of a dispute. It is not a customer service address.","source":"https://disneytermsofuse.com/english/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"disney-help"},{"rung":"written_complaint","channel":"dispute-notice-mail"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online from the account of the service that bills you (Disney+ or Hulu); access continues to the end of the term with no prorated refund.","evidence":["cancellation confirmation email","date cancelled","the bill that shows which service or partner charges you"],"steps":[{"do":"Find who bills you. A bundle is managed at disneyplus.com/account or hulu.com/account, whichever service you signed up through.","channel":"disney-account"},{"do":"If Hulu bills you, cancel from the Hulu account page.","channel":"hulu-account"},{"do":"If an app store or another partner bills you, cancel with that partner."},{"do":"If charged after cancelling, contact Disney+ help with the confirmation, then dispute the charge with the card issuer.","channel":"disney-help"}],"facts":[{"kind":"policy","claim":"\"If you subscribed online, we will give you the option of cancelling the subscription online.\" (Disney Terms of Use, section 4.D)","issues":["cancel_service"],"source":"https://disneytermsofuse.com/english/","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a subscription is cancelled, \"you will not receive a prorated refund, but you will continue to have access to the Disney Products until the end of the term\" in which you cancelled. (section 4.D)","issues":["cancel_service","refund_request"],"source":"https://disneytermsofuse.com/english/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Disney gives advance notice of fee changes and lets you cancel before they take effect.","evidence":["price change notice","last bill before the increase","original promotion terms"],"steps":[{"do":"If you do not accept the new price, cancel before the change takes effect.","channel":"disney-account"}],"facts":[{"kind":"policy","claim":"Disney \"will provide you with reasonable notice of changes to the fees or billing methods in advance of their effective date\" and you can cancel before the change (section 4.D).","issues":["bill_increase"],"source":"https://disneytermsofuse.com/english/","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"The renewal rate will be no more than the rate for the immediately prior subscription period,\" excluding promotional and discount pricing (section 4.D).","issues":["bill_increase"],"source":"https://disneytermsofuse.com/english/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"For a free trial, Disney \"will begin to bill your account when the free trial subscription expires, unless you cancel your subscription before that time.\" (section 4.D)","issues":["cancel_service","refund_request"],"source":"https://disneytermsofuse.com/english/","last_verified":"2026-10-12"}],"known_blockers":["Disney+ and Hulu help centers and account pages need a full browser with JavaScript; the account pages need sign-in.","A bundle must be cancelled through the service (Disney+ or Hulu) or partner that bills it."]},{"id":"dropbox","name":"Dropbox","aliases":["dropbox plus","dropbox professional","dropbox essentials","dropbox family","dropbox basic","dropbox inc"],"sector":"subscription","parent":"Dropbox, Inc.","website":"https://www.dropbox.com","account_url":"https://www.dropbox.com/account/plan","official_domains":["dropbox.com","dropboxmail.com","dropboxapi.com","dropboxstatic.com","dropboxbusiness.com","dropboxteam.com","dropboxpartners.com","getdropbox.com","db.tt","docsend.com","dropboxforum.com","dropboxforums.com"],"security":{"never_asks":[{"kind":"policy","claim":"Dropbox says www.dropbox.com is \"the only domain where Dropbox will ever ask for private information\" such as your account email and password.","source":"https://help.dropbox.com/security/official-domains","last_verified":"2026-10-13"},{"kind":"policy","claim":"Dropbox says \"Official Dropbox websites and emails only appear on or come from any of our verified Dropbox domains,\" such as dropbox.com and dropboxmail.com. If unsure about a notification, do not click its links; go directly to www.dropbox.com.","source":"https://help.dropbox.com/security/phishing-virus-protection","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Dropbox warns to \"Be wary of any other domains that look like Dropbox that ask you for your Dropbox email or password.\" An email that appears to be from Dropbox but comes from another domain \"may contain malware or be a phishing attempt.\"","source":"https://help.dropbox.com/security/official-domains","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward the complete suspicious email, or the full URL of a suspicious link and how you got it, to Dropbox","value":"abuse@dropbox.com","purposes":["fraud"],"source":"https://help.dropbox.com/security/phishing-virus-protection","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Paid plans renew automatically until cancelled. Cancelling moves the account to free Dropbox Basic (2 GB) at the end of the billing cycle. US users get refunds only where required by law (current terms); new terms effective January 1, 2027 add \"limited circumstances\". The terms require a written Notice of Dispute to dispute-notice@dropbox.com and have an arbitration clause for U.S. residents with a 30-day opt-out.","channels":[{"id":"web-cancel","type":"portal","label":"Sign in at dropbox.com, then profile picture > Manage account > Cancel plan (or Cancel trial)","value":"https://www.dropbox.com/login","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"If Cancel plan is not shown, the plan was bought in a mobile app store and must be cancelled there.","source":"https://help.dropbox.com/plans/downgrade-dropbox-individual-plans","last_verified":"2026-10-13"},{"id":"cancel-by-mail","type":"mail","label":"Cancel by mail (US, Canada or Mexico)","value":"Dropbox, Inc., P.O. Box 77767, San Francisco, CA 94107","purposes":["cancel_service"],"notes":"Include your name, account email and payment method (for card charges, a transaction ID or the card details the page lists). Charges made before Dropbox processes the letter are not refunded.","source":"https://help.dropbox.com/plans/downgrade-dropbox-individual-plans","last_verified":"2026-10-13"},{"id":"support","type":"web_form","label":"Dropbox support contact options","value":"https://www.dropbox.com/support","purposes":["billing_error","refund_request","unauthorized_charge","free_trial_conversion"],"access":"login","notes":"Dropbox says to log in to dropbox.com and contact support from the same web browser.","source":"https://help.dropbox.com/billing/find-credit-card-charge","last_verified":"2026-10-13"},{"id":"billing-request-form","type":"web_form","label":"Dropbox billing and payments request form","value":"https://www.dropbox.com/support/email/billing_and_payments/submit","purposes":["refund_request","billing_error"],"notes":"The refund article links this form for the EU, UK and Turkey 14-day refund; it does not state a US refund right.","source":"https://help.dropbox.com/plans/refund","last_verified":"2026-10-13"},{"id":"find-charge","type":"web_form","label":"Look up a Dropbox charge on your card statement (transaction ID lookup)","value":"https://www.dropbox.com/payments/find_receipt","purposes":["unauthorized_charge","billing_error"],"notes":"If signed out, you may need the last four digits and expiration date of the card. Does not work for PayPal or other non-card payments.","source":"https://help.dropbox.com/billing/find-credit-card-charge","last_verified":"2026-10-13"},{"id":"dispute-notice-email","type":"email","label":"Written Notice of Dispute (Terms of Service, informal resolution before arbitration)","value":"dispute-notice@dropbox.com","purposes":["billing_error","refund_request"],"source":"https://www.dropbox.com/terms","last_verified":"2026-10-13"},{"id":"apple-cancel","type":"web_form","label":"Cancel a Dropbox subscription or trial bought on iPhone or iPad (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service","free_trial_conversion"],"source":"https://help.dropbox.com/plans/cancel-mobile","last_verified":"2026-10-13"},{"id":"google-play-cancel","type":"web_form","label":"Cancel a Dropbox subscription or trial bought through Google Play","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service","free_trial_conversion"],"source":"https://help.dropbox.com/plans/cancel-mobile","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Refund request for a Dropbox purchase made through Apple","value":"https://support.apple.com/en-us/118223","purposes":["refund_request"],"source":"https://help.dropbox.com/plans/refund","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Refund request for a Dropbox purchase made through Google Play","value":"https://support.google.com/googleplay/answer/2479637?hl=en","purposes":["refund_request"],"source":"https://help.dropbox.com/plans/refund","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support"},{"rung":"written_complaint","channel":"dispute-notice-email"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online under Manage account > Cancel plan before the renewal date; the account moves to free Dropbox Basic at the end of the billing cycle. App-store plans are cancelled with Apple or Google.","evidence":["\"Dropbox Plan will not renew\" confirmation email from no-reply@dropbox.com","date cancelled","account email"],"steps":[{"do":"Sign in at dropbox.com, click your profile picture, click Manage account, click Cancel plan at the bottom, select a reason and confirm.","channel":"web-cancel"},{"do":"If there is no Cancel plan button, cancel in the app store you bought from. Deleting the app does not cancel.","channel":"apple-cancel"},{"do":"Keep the confirmation email with the subject \"Dropbox Plan will not renew\" from no-reply@dropbox.com."},{"do":"If you cannot cancel online, send a letter; cancel online instead if a renewal is near, because charges before the letter is processed are not refunded.","channel":"cancel-by-mail"}],"facts":[{"kind":"policy","claim":"\"Your account will change to Dropbox Basic at the end of your current billing cycle,\" and you will not be charged again.","issues":["cancel_service"],"source":"https://help.dropbox.com/plans/downgrade-dropbox-individual-plans","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We'll automatically bill you from the date you convert to a Paid Account and on each periodic renewal until cancellation.\" \"You may cancel your Paid Account at any time.\"","issues":["cancel_service"],"source":"https://www.dropbox.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Cancelling by mail is accepted, but \"If your account is charged before we process your cancellation letter, the charges won't be refunded.\"","issues":["cancel_service","refund_request"],"source":"https://help.dropbox.com/plans/downgrade-dropbox-individual-plans","last_verified":"2026-10-13"},{"kind":"limit","claim":"Dropbox Basic includes 2 GB of storage. Over that quota you may not be able to sync, upload or share files.","issues":["cancel_service"],"source":"https://help.dropbox.com/plans/cancel-mobile","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"In the US, Dropbox payments are generally not refundable; refunds are given only where law requires (current terms) or in limited circumstances (terms effective January 1, 2027). Billing errors go to Dropbox support; app-store purchases go to Apple or Google.","evidence":["receipt or transaction ID","account email","cancellation confirmation","description of the billing error"],"steps":[{"do":"For a billing error, contact Dropbox support while signed in to dropbox.com.","channel":"support"},{"do":"If you bought in a mobile app store, request the refund from Apple or Google.","channel":"apple-refund"},{"do":"If support refuses, send a written Notice of Dispute to dispute-notice@dropbox.com.","channel":"dispute-notice-email"}],"facts":[{"kind":"policy","claim":"\"In most cases, payments for Dropbox and Dropbox Dash subscriptions and team member licenses aren't refundable.\" The 14-day refund window applies only in the EU, UK and Turkey.","issues":["refund_request"],"source":"https://help.dropbox.com/plans/refund","last_verified":"2026-10-13"},{"kind":"policy","claim":"Current Terms (effective January 7, 2025): \"Refunds are only issued if required by law.\"","issues":["refund_request"],"source":"https://www.dropbox.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Updated Terms posted September 1, 2026 and effective January 1, 2027 say refunds are issued only in \"limited circumstances or if required by law.\"","issues":["refund_request"],"source":"https://www.dropbox.com/terms2026","last_verified":"2026-10-13"},{"kind":"policy","claim":"For direct debit payments, \"Only your bank can process a chargeback request.\" A chargeback changes the subscription to the free Basic plan.","issues":["refund_request","unauthorized_charge"],"source":"https://help.dropbox.com/plans/refund","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A Dropbox free trial converts to a paid plan if not cancelled before it ends. Cancel under Manage account > Cancel trial, or in the app store for mobile sign-ups.","evidence":["trial sign-up date","trial cancellation confirmation email","the charge"],"steps":[{"do":"Before the trial ends, sign in, open Manage account, click Cancel trial, give a reason and confirm.","channel":"web-cancel"},{"do":"If you started the trial on a phone, cancel it in the app store or device settings.","channel":"apple-cancel"},{"do":"If you cancelled before the trial ended but were still charged, contact Dropbox support with the confirmation email.","channel":"support"},{"do":"If the trial converted and you do not want the plan, cancel now to stop future charges; the change takes effect at the end of the billing cycle.","channel":"web-cancel"}],"facts":[{"kind":"policy","claim":"If you do not cancel before the trial ends, \"you'll be charged for the subscription with the billing information you provided.\" Credit card trials change to Basic at the end of the trial; PayPal trials end and change to Basic immediately.","issues":["free_trial_conversion"],"source":"https://help.dropbox.com/plans/cancel-free-trial","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You won't be able to restart the same trial for one year after cancelling it.\" Dropbox also says \"In most cases, Dropbox doesn't issue refunds.\"","issues":["free_trial_conversion","refund_request"],"source":"https://help.dropbox.com/plans/cancel-free-trial","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Card charges show as DROPBOX*(transaction ID). Look the transaction up to find the account email, then contact support or your card issuer.","evidence":["card statement line with the transaction ID","card last four digits and expiration date"],"steps":[{"do":"Find the transaction ID on your statement and enter it in the charge lookup tool to see the account email and payment date.","channel":"find-charge"},{"do":"If the tool does not work or you paid by PayPal, sign in to dropbox.com and contact support from the same browser.","channel":"support"},{"do":"If the charge is not yours, report it to your card issuer."}],"facts":[{"kind":"process","claim":"\"All Dropbox purchases made with a credit card will appear on your statement as DROPBOX*(transaction ID).\"","issues":["unauthorized_charge","billing_error"],"source":"https://help.dropbox.com/billing/find-credit-card-charge","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Dropbox must email at least 30 days' notice of a fee change at renewal, and you can cancel before the new fee applies. Annual plans get a renewal reminder email.","evidence":["price change email","renewal reminder email","last receipt"],"steps":[{"do":"If you do not accept the new fee, cancel before it takes effect.","channel":"web-cancel"}],"facts":[{"kind":"policy","claim":"Dropbox may change fees on renewal and will give \"no less than 30 days' advance notice of these changes\" by email, and \"you'll have the opportunity to cancel your subscription before the new fee comes into effect.\"","issues":["bill_increase"],"source":"https://www.dropbox.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"If you're on an annual plan, we'll send you a notice email reminding you that your plan is about to renew within a reasonable period of time prior to the renewal date.\"","issues":["bill_increase","cancel_service"],"source":"https://www.dropbox.com/terms","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"U.S. residents can opt out of the Terms' arbitration section by submitting the opt-out form \"within 30 days of first registering your account or agreeing to these Terms.\" Disputes start with a written Notice of Dispute to dispute-notice@dropbox.com; either side may start a formal proceeding if the dispute is not resolved within 60 days.","source":"https://www.dropbox.com/terms","last_verified":"2026-10-13"}],"known_blockers":["Cancelling, the support contact options and the billing request form need sign-in to dropbox.com.","Plans and trials bought in the iOS or Android app must be cancelled with Apple or Google; the Cancel plan button does not appear on dropbox.com."]},{"id":"duolingo","name":"Duolingo (Super Duolingo and Duolingo Max)","aliases":["super duolingo","duolingo max"],"sector":"subscription","website":"https://www.duolingo.com","official_domains":["duolingo.com"],"regulators":["ftc"],"notes":"Duolingo's help pages render only in a browser; the values below come from official-domain search snippets of the Duolingo help center and terms.","channels":[{"id":"web-settings-cancel","type":"portal","label":"Duolingo website, profile picture, Settings, Super Duolingo, Cancel subscription","value":"https://www.duolingo.com","purposes":["cancel_service"],"access":"login","notes":"For subscriptions started on the web. App subscriptions start from the Super icon, Settings, Manage subscription, then confirm in the App Store, Google Play or Alipay.","source":"https://www.duolingo.com/help/cancel-my-super-duolingo-subscription","last_verified":"2026-10-12"},{"id":"support-request","type":"web_form","label":"Duolingo Help Center support request form (choose \"Purchase Issue\" for billing)","value":"https://www.duolingo.com/help/support-request","purposes":["refund_request","cancel_service","billing_error"],"notes":"The form asks for email, subject, description and type of issue.","source":"https://www.duolingo.com/help/support-request","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-request"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel on the platform where the subscription started (web, App Store, Google Play); deleting the app or account does not cancel.","evidence":["cancellation confirmation","platform receipt","any later charge"],"steps":[{"do":"On the web, sign in, click your profile picture, choose Settings, select Super Duolingo, then Cancel subscription.","channel":"web-settings-cancel"},{"do":"In the app, tap the Super icon, Settings, Manage subscription, Cancel subscription, then confirm in the App Store, Google Play or Alipay. On iOS you can also follow Apple's instructions."},{"do":"For an Android subscription you cannot cancel yourself, submit a support request.","channel":"support-request"},{"do":"For a free trial, cancel at least 24 hours before the trial ends."}],"facts":[{"kind":"process","claim":"You must cancel based on how you originally started the subscription; \"deleting the app and/or your account does not cancel your subscription.\"","issues":["cancel_service"],"source":"https://www.duolingo.com/help/cancel-my-super-duolingo-subscription","last_verified":"2026-10-12"},{"kind":"policy","claim":"After cancelling you can use Super Duolingo features \"for the remainder of the subscription period,\" and \"canceling your subscription will not retroactively refund subscription payments.\"","issues":["cancel_service","refund_request"],"source":"https://www.duolingo.com/help/cancel-my-super-duolingo-subscription","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a free trial code, \"unless you cancel at least 24 hours before your extended free trial ends, you will automatically become a recurring subscriber to the subscription plan you selected.\" (Duolingo Terms)","issues":["cancel_service"],"source":"https://www.duolingo.com/terms","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Charges are generally nonrefundable; iOS refunds go to Apple, Android and web refunds go through Duolingo support.","evidence":["receipt","platform","subscription start date"],"steps":[{"do":"For an iOS purchase, request the refund from Apple; Duolingo cannot access the App Store."},{"do":"For Android, contact Duolingo support, choose \"Purchase Issue\" and say you need a refund for your subscription.","channel":"support-request"},{"do":"For a web subscription, sign in, click the Super icon, choose to contact Duolingo support and ask for a refund of the web subscription.","channel":"support-request"}],"facts":[{"kind":"policy","claim":"\"Generally, all charges for in-app purchases are nonrefundable, and there are no refunds or credits for partially used periods.\"","issues":["refund_request"],"source":"https://www.duolingo.com/help/how-do-I-request-a-refund","last_verified":"2026-10-12"}]}],"known_blockers":["Help pages and account settings need a JavaScript browser; cancelling needs sign-in or the app store account.","iOS subscriptions are cancelled and refunded only through Apple."]},{"id":"fubo","name":"Fubo","aliases":["fubotv","fubo tv","fubo.tv","fubo live tv","fubo sports"],"sector":"subscription","parent":"FuboTV Inc.","website":"https://www.fubo.tv","account_url":"https://www.fubo.tv/subscription/subscription","official_domains":["fubo.tv"],"security":{"never_asks":[{"kind":"policy","claim":"Fubo says it will never ask for personal information such as your password, your full credit card number or your Social Security number.","source":"https://support.fubo.tv/hc/en-us/articles/43884943357197-Is-this-Email-from-Fubo-real","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fubo says legitimate Fubo emails come only from its official domains, such as fubo.tv, newsletters.fubo.tv and fubo.fubo.tv, and to be cautious of public domains like Gmail, Yahoo or Outlook. If you clicked a suspicious link, change your Fubo password immediately.","source":"https://support.fubo.tv/hc/en-us/articles/43884943357197-Is-this-Email-from-Fubo-real","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Fubo is a live TV streaming service run by FuboTV Inc. Fubo's investor site (checked 2026-10-13) says \"FuboTV Inc. is an affiliate of The Walt Disney Company\" and that FuboTV Inc. owns Hulu + Live TV, Fubo and Molotov. Fubo's help center (article updated 2025-11-06) says Fubo and Hulu + Live TV \"are still separate\" services, with no changes to current plans or pricing. Hulu + Live TV bought through the Fubo website is managed on Hulu (see the disney-plus entry). Values come from support.fubo.tv articles read through the help center's public article feed; the article pages and the Terms of Service page (https://www.fubo.tv/documents/USA/terms-of-service) did not render for automated reading on 2026-10-13, so the Terms of Service text was not checked.","channels":[{"id":"web-account-subscription","type":"portal","label":"Fubo website, My Account, Subscription, Cancel (Fubo-billed subscriptions)","value":"https://www.fubo.tv/subscription/subscription","purposes":["cancel_service","billing_error","bill_increase"],"access":"login","notes":"Sign in at https://fubo.tv/signin, pick a profile, open the settings icon, My Account, Subscription, scroll to the bottom and select Cancel. A discount offer may appear; the subscription is not cancelled until you select CANCEL SUBSCRIPTION and see the confirmation page. The same page shows the termination date once a cancellation is set, and whether the subscription was created through Roku.","source":"https://support.fubo.tv/hc/en-us/articles/360021527991-How-do-I-Cancel-My-Fubo-Subscription","last_verified":"2026-10-13"},{"id":"roku-cancel","type":"portal","label":"Cancel Fubo billed by Roku (my.roku.com subscriptions, Unsubscribe)","value":"https://my.roku.com/subscription/subscriptions","purposes":["cancel_service"],"access":"login","notes":"Select Unsubscribe next to the Fubo plan, then Yes, Unsubscribe. On a Roku device, highlight the Fubo app, press the Star button, Manage subscription, Cancel subscription.","source":"https://support.fubo.tv/hc/en-us/articles/360021527991-How-do-I-Cancel-My-Fubo-Subscription","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Fubo Support phone","value":"+1-844-441-3826","hours":"10:00 AM-10:00 PM ET, 7 days a week (holiday hours may vary)","purposes":["cancel_service","refund_request","billing_error","unauthorized_charge","account_access"],"source":"https://support.fubo.tv/hc/en-us/articles/360015151672-How-do-I-Contact-Fubo-Support","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Fubo live chat (chat icon in the lower right corner of the help center)","value":"https://support.fubo.tv/hc/en-us","hours":"10:00 AM-10:00 PM ET, 7 days a week (holiday hours may vary)","purposes":["cancel_service","refund_request","billing_error","unauthorized_charge"],"notes":"Fubo calls live chat \"the quickest way to reach Fubo\". The Fubo Virtual Assistant behind the same icon is available 24 hours a day, and support requests answered by email can be sent at any time.","source":"https://support.fubo.tv/hc/en-us/articles/360015151672-How-do-I-Contact-Fubo-Support","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"live-chat"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel on the Fubo website (My Account, Subscription, Cancel) or with Roku if Roku bills you; a paid subscription runs to the end of the billing period, with no refund for the rest of the month.","evidence":["cancellation confirmation page or email","date cancelled","account email"],"steps":[{"do":"Sign in on the Fubo website, open My Account, Subscription, and select Cancel at the bottom. Decline the discount offer with CANCEL SUBSCRIPTION and wait for the confirmation page.","channel":"web-account-subscription"},{"do":"If the subscription page says \"Roku Subscription\", cancel with Roku instead.","channel":"roku-cancel"},{"do":"Cancel before the next billing date. Then check the subscription page, which should show the termination date.","channel":"web-account-subscription"},{"do":"If you cannot cancel online, use live chat or call Fubo Support.","channel":"live-chat"}],"facts":[{"kind":"policy","claim":"Paid Fubo subscriptions renew automatically each month until cancelled. After you cancel, service continues until the end of the current billing period and the subscription does not renew.","issues":["cancel_service"],"source":"https://support.fubo.tv/hc/en-us/articles/360004457571-What-Is-Fubo-s-Cancellation-Policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Most Fubo plans have no cancellation fee, but a promotional offer with a commitment period may carry an early cancellation fee if you cancel before the commitment ends.","issues":["cancel_service","early_termination_fee"],"source":"https://support.fubo.tv/hc/en-us/articles/360004457571-What-Is-Fubo-s-Cancellation-Policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Charges can continue if the cancellation steps were not fully completed, if you have a second Fubo account under another email, or if a third-party provider bills you; for a third party, \"the cancellation process will need to be completed directly with that provider.\"","issues":["cancel_service","unauthorized_charge"],"source":"https://support.fubo.tv/hc/en-us/articles/31641239310093-Why-am-I-still-being-charged-after-canceling-my-Fubo-account","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Fubo does not refund prepaid or partial months; a pay-per-view order placed by mistake can be refunded if you contact Fubo before the event starts.","evidence":["billing history","date of cancellation","PPV order details"],"steps":[{"do":"For an accidental pay-per-view order, contact Fubo before the event starts and ask for a refund; PPV orders cannot be cancelled on the My Account page.","channel":"live-chat"},{"do":"For a charge after you cancelled, check the cancellation date against the billing date, then contact Fubo Support.","channel":"support-phone"}],"facts":[{"kind":"policy","claim":"\"Fubo doesn't provide refunds for prepaid or partial months of service.\" If the cancellation was completed after you were billed, Fubo charges for the full billing period.","issues":["refund_request","cancel_service"],"source":"https://support.fubo.tv/hc/en-us/articles/31641239310093-Why-am-I-still-being-charged-after-canceling-my-Fubo-account","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Pay-per-view events are billed immediately for the full amount. For accidental orders, \"contact us at any point up to the start of the event, and our team can refund the charges.\"","issues":["refund_request"],"source":"https://support.fubo.tv/hc/en-us/articles/36676716172173-Can-I-Watch-Pay-Per-View-Events-on-Fubo","last_verified":"2026-10-13"},{"kind":"policy","claim":"A temporary $1.00 authorization charge may appear when you sign up; Fubo says it is automatically refunded within 7-10 business days.","issues":["refund_request","billing_error"],"source":"https://support.fubo.tv/hc/en-us/articles/115003536047-What-is-this-1-charge-on-my-credit-card","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A Fubo free trial needs a card and converts to a paid plan automatically; cancel before it ends. On the Fubo website, cancelling during the trial ends access at once.","evidence":["trial end date and time shown at checkout","cancellation confirmation"],"steps":[{"do":"Note the trial end date and time shown at checkout; trial lengths vary."},{"do":"Cancel before the trial ends to avoid the first charge.","channel":"web-account-subscription"},{"do":"If Roku billed the trial, cancel with Roku; the subscription then ends at the end of the trial.","channel":"roku-cancel"}],"facts":[{"kind":"policy","claim":"The free trial needs a credit or debit card and is only for new customers. At the end of the trial, the subscription moves to a paid plan and the card is charged for the first billing cycle; cancel before the trial ends to avoid being charged. \"The length of free trials offered can vary.\"","issues":["free_trial_conversion"],"source":"https://support.fubo.tv/hc/en-us/articles/115003648828-How-does-the-free-trial-work","last_verified":"2026-10-13"},{"kind":"policy","claim":"If you signed up on the Fubo website or through the Fubo Sales Team, cancelling during the free trial ends the subscription immediately and you lose access. If you signed up through Roku, the subscription ends at the end of the free trial. No second free trial is given.","issues":["free_trial_conversion","cancel_service"],"source":"https://support.fubo.tv/hc/en-us/articles/360004457571-What-Is-Fubo-s-Cancellation-Policy","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Tell Fubo first about a charge you did not make, a duplicate charge or a charge on a stolen card; have the charge date, amount and card details ready but give them only when asked.","evidence":["date and amount of each charge","last 4 digits and expiration date of the card","account email if known"],"steps":[{"do":"Contact Fubo through chat or the Virtual Assistant; it routes you to the right team. Give card details only when prompted.","channel":"live-chat"},{"do":"If Fubo does not fix it, dispute the charge with your card issuer."}],"facts":[{"kind":"process","claim":"For charges in error, duplicate charges, a stolen card or a charge from a service you do not recognize, Fubo says \"Alerting us is the fastest way to resolve this issue.\" Have the date and amount of each charge and the last 4 digits and expiration date of the card ready, but \"do not provide any of these requested details until prompted.\"","issues":["unauthorized_charge","billing_error"],"source":"https://support.fubo.tv/hc/en-us/articles/360002147792-How-do-I-report-an-unauthorized-charge-from-Fubo-on-my-credit-debit-card","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Introductory prices revert to the standard price without a separate notice; Fubo emails in advance about service-wide price changes. Cancel before the next billing date if you do not accept the new price.","evidence":["last bill before the increase","first bill after","promotion terms","Fubo price-change email"],"steps":[{"do":"Compare the Subscription summary and Payment history in My Account to find what changed (promotion ended, add-on price, taxes or regional sports fees).","channel":"web-account-subscription"},{"do":"If you do not accept the new price, cancel before the next billing date.","channel":"web-account-subscription"}],"facts":[{"kind":"policy","claim":"After a promotional period, the subscription \"automatically reverts to the standard pricing\", and a promotion ending does not trigger a separate notification. \"You will be notified via email in advance of any service-wide pricing changes.\" Taxes, regulatory fees and regional sports fees vary by location.","issues":["bill_increase"],"source":"https://support.fubo.tv/hc/en-us/articles/37566340190349-Why-Did-My-Price-for-Fubo-Change","last_verified":"2026-10-13"},{"kind":"fee","claim":"Fubo's help center (article updated 2026-06-15) says existing Fubo TV plan subscribers' price \"will increase by $15/month\" and Fubo Sports (Sports + News) by $9/month, on a date that depends on when NBCUniversal channels become available in the area. Fubo emails the login address with details. \"you cannot opt out of these changes\", but you can change the subscription in My Account.","issues":["bill_increase"],"source":"https://support.fubo.tv/hc/en-us/articles/46604802430605-I-m-a-Fubo-Subscriber-Is-My-Price-Changing","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Hulu + Live TV bought through the Fubo website is a separate service; \"all account changes, including cancellation, will be managed through the Hulu website directly.\"","issues":["cancel_service"],"source":"https://support.fubo.tv/hc/en-us/articles/45642773853965-How-do-I-sign-up-for-Hulu-Live-TV-through-the-Fubo-website","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fubo says the Fubo and Hulu + Live TV business combination did not change current plans or pricing for either service, and \"Both services are still separate.\"","source":"https://support.fubo.tv/hc/en-us/articles/40933004978445-Does-the-Fubo-Hulu-Live-TV-Business-Combination-Change-Anything-for-Me","last_verified":"2026-10-13"}],"known_blockers":["Online cancellation needs the account holder's Fubo sign-in, or Roku sign-in for Roku-billed plans.","The cancel flow shows a discount offer first; the subscription stays active unless you select CANCEL SUBSCRIPTION and reach the confirmation page.","Fubo's help pages describe only Fubo-website and Roku billing; for other app-store billing, ask Fubo Support where the subscription is billed.","Phone and live chat are open 10:00 AM-10:00 PM ET only."]},{"id":"google-play","name":"Google Play (subscriptions and in-app purchases)","aliases":["google play store","play store","google play subscriptions","google play billing"],"sector":"subscription","parent":"Google LLC","website":"https://play.google.com","account_url":"https://play.google.com/store/account/subscriptions","official_domains":["google.com"],"security":{"known_scams":[{"kind":"policy","claim":"Someone asks you to buy a Google Play gift card and share the code to pay for something outside Google Play, for example taxes, bail, a government agency or a family emergency. Google says Google Play gift cards can only be used for purchases on Google Play, and if anyone asks you for a code, it could be a scam.","source":"https://support.google.com/googleplay/answer/9057338?hl=en","last_verified":"2026-10-12"}],"report_phishing":[{"id":"gift-card-scam-report","type":"web_form","label":"Report a Google Play gift card scam (form for people without a Google Account)","value":"https://support.google.com/googleplay/contact/gc_scam_report","purposes":["fraud"],"notes":"Google says the person who reports must be the person affected by the scam, and to report to local police and the FTC first.","source":"https://support.google.com/googleplay/answer/9057338?hl=en","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Covers subscriptions and purchases billed through Google Play. The app developer often decides refunds after 48 hours.","channels":[{"id":"subscriptions","type":"portal","label":"Google Play subscriptions page (cancel)","value":"https://play.google.com/store/account/subscriptions","purposes":["cancel_service"],"access":"login","notes":"Sign in to the Google Account that has the subscription, select it, then Cancel subscription.","source":"https://support.google.com/googleplay/answer/7018481?hl=en","last_verified":"2026-10-12"},{"id":"cancel-help-flow","type":"web_form","label":"Google Play cancel subscription self-help flow","value":"https://support.google.com/googleplay/workflow/9827184","purposes":["cancel_service"],"source":"https://support.google.com/googleplay/answer/7018481?hl=en","last_verified":"2026-10-12"},{"id":"refund-request","type":"web_form","label":"Request a Google Play refund","value":"https://support.google.com/googleplay?p=refundAWF","purposes":["refund_request"],"access":"login","notes":"Or on play.google.com, Profile, Payments & subscriptions, Budget & order history, Report a problem.","source":"https://support.google.com/googleplay/answer/15574897?hl=en","last_verified":"2026-10-12"},{"id":"unauthorized-charges","type":"web_form","label":"Report unauthorized Google Play charges","value":"https://payments.google.com/payments/u/0/unauthorizedtransactions","purposes":["unauthorized_charge"],"source":"https://support.google.com/googleplay/answer/15574897?hl=en","last_verified":"2026-10-12"},{"id":"contact-developer","type":"web_form","label":"Find the app developer's contact details","value":"https://support.google.com/googleplay/answer/113418","purposes":["refund_request","cancel_service"],"source":"https://support.google.com/googleplay/answer/15574897?hl=en","last_verified":"2026-10-12"},{"id":"play-help-contact","type":"web_form","label":"Google Play Help contact us","value":"https://support.google.com/googleplay/gethelp","purposes":["cancel_service","refund_request","billing_error"],"access":"login","notes":"The page redirects to Google sign-in.","source":"https://support.google.com/googleplay/answer/7018481?hl=en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"play-help-contact"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in the Play Store subscriptions page; uninstalling the app does not cancel.","evidence":["cancellation confirmation","subscriptions page screenshot","any later charge"],"steps":[{"do":"Sign in to the Google Account that has the subscription, open the subscriptions page, select it and choose Cancel subscription.","channel":"subscriptions"},{"do":"If you cannot find it, check other Google Accounts you use, or use the self-help flow.","channel":"cancel-help-flow"},{"do":"If you are still charged, contact Google Play Help.","channel":"play-help-contact"}],"facts":[{"kind":"process","claim":"\"When you uninstall the app, your subscription won't cancel.\" You keep access for the time you already paid for.","issues":["cancel_service"],"source":"https://support.google.com/googleplay/answer/7018481?hl=en","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Within 48 hours, request a refund from Google Play; after 48 hours, ask the developer.","evidence":["order number from order history","purchase date and time"],"steps":[{"do":"Within 48 hours of the purchase, request the refund through Google Play.","channel":"refund-request"},{"do":"After 48 hours, contact the app developer; it processes refunds under its own policies and applicable law.","channel":"contact-developer"},{"do":"Submit only one request per transaction; repeats do not speed it up."}],"facts":[{"kind":"deadline","claim":"Contact the app developer for a refund if \"it's been more than 48 hours since you made the purchase.\" Google usually decides a refund request within one day, and it can take up to four days.","issues":["refund_request"],"source":"https://support.google.com/googleplay/answer/15574897?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Your past subscriptions can't be refunded, with some exceptions.\" An unused prepaid plan can be refunded.","issues":["refund_request"],"source":"https://support.google.com/googleplay/answer/7018481?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"Users in Israel, France, Germany or New York state may be able to cancel a subscription with immediate effect and get a partial refund prorated on the days left. Partial subscription refunds are not supported elsewhere.","issues":["refund_request","cancel_service"],"source":"https://support.google.com/googleplay/answer/15576180?hl=en","last_verified":"2026-10-12"},{"kind":"limit","claim":"\"You can only return an app or game for a refund once.\" Items bought together can only be refunded as a whole purchase.","issues":["refund_request"],"source":"https://support.google.com/googleplay/answer/15574908?hl=en","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report a Google Play charge that no one you know made within 120 days; request a refund for a family member's accidental purchase.","evidence":["statement line","order number","date and amount"],"steps":[{"do":"If someone you know made the purchase by accident, request a refund instead of reporting it as unauthorized.","channel":"refund-request"},{"do":"If no one you know made it, report it as unauthorized within 120 days.","channel":"unauthorized-charges"}],"facts":[{"kind":"deadline","claim":"Report unauthorized Google Play charges \"within 120 days of the transaction.\"","issues":["unauthorized_charge"],"source":"https://support.google.com/googleplay/answer/2479637?hl=en","last_verified":"2026-10-12"}]}],"known_blockers":["Cancel, refund and contact pages need sign-in to the Google Account that made the purchase.","After 48 hours, refunds usually depend on the app developer, not Google."]},{"id":"hbo-max","name":"HBO Max","aliases":["hbomax","hbo","max streaming","warnermedia direct"],"sector":"subscription","parent":"Warner Bros. Discovery (combining with Paramount Skydance as Skydance)","website":"https://www.hbomax.com","account_url":"https://hbomax.com/subscription","official_domains":["hbomax.com"],"security":{"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Warner Brothers Discovery (WBD Global Streaming) as the No. 4 most impersonated organization or brand in 2025, with 681 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"The service is billed as WarnerMedia Direct, LLC (site footer, 2026). The brand is HBO Max in 2026. The HBO Max help center says Warner Bros. Discovery and Paramount Skydance are \"coming together as Skydance\", gives no closing date, and says there are no immediate changes to subscriptions, pricing, app, content or access. skydance.com lists HBO Max among its brands.","channels":[{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"},{"id":"feedback","type":"web_form","label":"HBO Max Give Feedback form","value":"https://help.hbomax.com/us/Feedback/index","purposes":["poor_service"],"source":"https://help.hbomax.com/us","last_verified":"2026-10-12"},{"id":"apple-cancel","type":"web_form","label":"Cancel HBO Max billed through Apple","value":"https://support.apple.com/HT202039","purposes":["cancel_service"],"notes":"On iPhone or iPad, Settings, your name, Subscriptions, HBO Max, Cancel Subscription.","source":"https://help.hbomax.com/us/Answer/Detail/000002532","last_verified":"2026-10-12"},{"id":"apple-refund","type":"web_form","label":"Apple refund request (HBO Max billed through Apple)","value":"https://support.apple.com/HT204084","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"},{"id":"google-play-refund","type":"web_form","label":"Google Play refund policies (HBO Max billed through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","channel":"feedback"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Find who bills you, then cancel at least 24 hours before the next billing date; streaming continues to the end of the billing period.","evidence":["cancellation confirmation email","expiration date shown","billing provider name"],"steps":[{"do":"Open hbomax.com/subscription (or Profile, Subscription in the app). The billing provider shows at the top.","channel":"manage-subscription"},{"do":"If WarnerMedia bills you, choose Cancel Your Subscription and confirm. Save the confirmation email.","channel":"manage-subscription"},{"do":"If Apple, Google Play, Amazon, Roku, Samsung, a cable or mobile provider, or the Disney+, Hulu, HBO Max Bundle bills you, cancel with that provider.","channel":"apple-cancel"},{"do":"If charged after cancelling, contact HBO Max through the Help Center, then dispute the charge with the card issuer.","channel":"help-center"}],"facts":[{"kind":"deadline","claim":"\"Cancel your subscription at least 24 hours before your next billing date to avoid further charges.\"","issues":["cancel_service"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"You can continue streaming until your subscription expires at the end of your billing period.\" Deleting the HBO Max app does not cancel the subscription.","issues":["cancel_service"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"HBO Max does not refund plans it bills; app store and partner refunds follow the partner's policy.","evidence":["receipt","billing provider name"],"steps":[{"do":"Find your billing provider on the Subscription page.","channel":"manage-subscription"},{"do":"If Apple bills you, request the refund from Apple.","channel":"apple-refund"},{"do":"If Google Play bills you, use Google Play's refund process.","channel":"google-play-refund"},{"do":"If HBO Max bills you and the charge is wrong, contact HBO Max through the Help Center.","channel":"help-center"}],"facts":[{"kind":"policy","claim":"\"There is a no refund policy for subscriptions billed through HBO Max.\" Refund policies of other billing providers vary.","issues":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"},{"kind":"compensation","claim":"When you cancel the Extra Member Add-On, \"you'll get a prorated refund for the remaining days on your add-on.\"","issues":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Check who charged you and whether a second account exists, then contact HBO Max or the app store.","evidence":["bank statement line","charge date and amount","account email","billing ZIP code"],"steps":[{"do":"Check the bank statement to see who charged you. If Apple or Google charged you, contact them."},{"do":"Check for a second HBO Max account; each account is billed separately."},{"do":"If WarnerMedia Direct charged you and none of the listed reasons apply, contact HBO Max with the date, amount, account email and billing ZIP code.","channel":"help-center"}],"facts":[{"kind":"process","claim":"New subscribers can see a temporary authorization hold that should clear within 7-10 days.","issues":["unauthorized_charge","billing_error"],"source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"A higher charge often means a promotional rate ended; HBO Max says it announces future price changes in advance.","evidence":["last bill before the increase","promotion terms"],"steps":[{"do":"Check whether a promotional or discounted period ended, or whether the plan or billing period changed."},{"do":"To pay less, change to a lower-priced plan; the change happens on the next billing date.","channel":"manage-subscription"}],"facts":[{"kind":"policy","claim":"HBO Max says \"We'll let you know about any future price changes in advance.\"","issues":["bill_increase"],"source":"https://help.hbomax.com/Answer/Detail/000002825","last_verified":"2026-10-12"}]}],"known_blockers":["The Subscription page needs sign-in with an adult profile.","The help center lists no phone number or email; Contact us is a footer link that opens contact options.","Partner-billed subscriptions (Apple, Google Play, Amazon, Roku, Samsung, cable and mobile providers, Disney+ bundle) must be cancelled and refunded through the partner."]},{"id":"hellofresh","name":"HelloFresh","aliases":["hello fresh","hellofresh meal kit","grocery delivery e-services usa"],"sector":"subscription","parent":"HelloFresh SE","website":"https://www.hellofresh.com","official_domains":["hellofresh.com"],"regulators":["ftc"],"notes":"HelloFresh is a weekly meal-kit subscription. The U.S. contracting company named in the Terms is Grocery Delivery E-Services USA, Inc. (Terms effective March 18, 2026). The Terms require a written dispute notice and a 60-day informal resolution period, then individual arbitration or small claims court, with a class action waiver (section 24). The contact-us page returned HTTP 403 to automated fetches on 2026-10-13; contacts here come from the Terms.","channels":[{"id":"account-settings","type":"portal","label":"HelloFresh account: click your name, then Account Settings > Plan settings > Manage (Subscription Status) to cancel","value":"https://www.hellofresh.com","purposes":["cancel_service"],"access":"login","notes":"The Terms give the click path but no direct URL. Skip or change weekly deliveries on the \"My Menu\" page before the deadline shown there.","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"id":"customer-care-phone","type":"phone","label":"HelloFresh Customer Care","value":"+1-646-846-3663","purposes":["cancel_service","refund_request","billing_error","unauthorized_charge","bill_increase"],"notes":"The Terms list this number for plan and pricing questions, returns of unsatisfactory items, security breaches and complaints. No hours are given in the Terms.","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"HelloFresh Customer Care email","value":"hello@hellofresh.com","purposes":["cancel_service","refund_request","unauthorized_charge"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"id":"contact-us","type":"web_form","label":"HelloFresh Customer Care contact page","value":"https://www.hellofresh.com/contact-us","purposes":["cancel_service","refund_request"],"notes":"Named in the Terms as a way to cancel. Returned HTTP 403 to automated fetches on 2026-10-13.","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"id":"legal-dispute-mail","type":"mail","label":"Written dispute notice before arbitration (certified mail, copy to arbitrationoptout@hellofresh.com)","value":"HelloFresh, Attn. Legal Department, 28 Liberty Street, 10th Floor, New York, NY 10005","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out (within 30 days) and copy of dispute notices","value":"arbitrationoptout@hellofresh.com","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"customer-care-email"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in Account Settings before the weekly deadline shown on the My Menu page (selections lock five days before delivery). After the deadline you are charged for and receive that week's box; the cancellation applies from the next delivery week.","evidence":["cancellation confirmation","screenshot of the My Menu deadline","date and time you cancelled","charges after that date"],"steps":[{"do":"Check the deadline on the My Menu page for your next delivery."},{"do":"Sign in, click your name, then Account Settings. On the Plan settings page click Manage under Subscription Status and cancel.","channel":"account-settings"},{"do":"If you cannot cancel online, contact Customer Care through the contact page or by email.","channel":"customer-care-email"},{"do":"Save the confirmation. Dispute any box charged for a week after a cancellation made before that week's deadline."}],"facts":[{"kind":"deadline","claim":"To cancel or change you must act \"before the day and time listed on the 'My Menu' page.\" Example in the Terms, for a Tuesday delivery: \"you have until Thursday at 11:59 PM PT to cancel your subscription\" (section 10.3).","issues":["cancel_service"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Selections \"lock\" five days before the delivery day, and the card is charged the following day (section 10.2). If you cancel after the deadline, \"you will be charged and receive your Meal Box for that week,\" and the cancellation takes effect for the following Delivery Week (section 10.3).","issues":["cancel_service"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"The subscription has \"AN INITIAL CHARGE FOLLOWED BY RECURRING WEEKLY CHARGES\" until cancelled. After cancelling you may use the subscription until the end of the then-current subscription week and \"WILL NOT BE ELIGIBLE FOR A PRORATED REFUND OF ANY PORTION OF THE SUBSCRIPTION FEE\" (section 5.2).","issues":["cancel_service","refund_request"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Report an unsatisfactory ingredient or meal kit within 5 days of receipt by email or phone. HelloFresh usually gives a credit and may, in some situations, give a partial or full refund.","evidence":["order and delivery date","photos of the item or box","description of the problem"],"steps":[{"do":"Within 5 days of delivery, email or call Customer Care. Describe the problem and attach photos.","channel":"customer-care-email"},{"do":"Keep the item until HelloFresh replies; it may ask for the item back or a photo."},{"do":"If a box was late and you are unsure about freshness, contact Customer Care.","channel":"customer-care-phone"}],"facts":[{"kind":"deadline","claim":"Report an unsatisfactory item \"within five (5) days of the date you received the unsatisfactory item,\" by email to hello@hellofresh.com or by calling (646) 846-3663 (section 14).","issues":["refund_request"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"compensation","claim":"HelloFresh \"may give you credit for the individual ingredient or Meal Kit\" and \"in some situations\" a partial or full refund. It may require \"the return of the unsatisfactory ingredient or Meal Kit, or a photograph of such\" (section 14).","issues":["refund_request"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Boxes are generally delivered before 9:00 PM local time on the delivery date. If delivery is not feasible, HelloFresh \"will cancel your delivery for the impacted period and issue you a credit\" (section 10.5).","issues":["refund_request","late_delivery"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"An introductory voucher discount applies only to the first week; after that you are billed the standard weekly rate unless you cancel before the voucher period ends.","evidence":["voucher or offer terms","sign-up date","cancellation confirmation","the first full-price charge"],"steps":[{"do":"Cancel in Account Settings before the end of the voucher period and before that week's My Menu deadline.","channel":"account-settings"},{"do":"If you were charged full price after cancelling in time, ask Customer Care for a refund and send the cancellation confirmation.","channel":"customer-care-email"}],"facts":[{"kind":"policy","claim":"\"The discount found on the Voucher only lasts for the first week of your Plan.\" After that \"you will be billed the standard rate for your Meal Kit on a recurring, weekly basis\" unless you cancel \"prior to the end of the Voucher period\" (section 9).","issues":["free_trial_conversion"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"fee","claim":"HelloFresh may place \"a $1.00 authorization charge\" on your card, which \"will be refunded following successful authorization\" (section 9).","issues":["free_trial_conversion","unauthorized_charge"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"If you think someone else used your account, tell HelloFresh at once by email or phone; the Terms make you responsible for activity on your account.","evidence":["the charges you did not make","order details","date you noticed"],"steps":[{"do":"Report the suspected breach by email or phone as soon as possible, and change your password.","channel":"customer-care-phone"},{"do":"If HelloFresh does not reverse the charges, dispute them with your card issuer."}],"facts":[{"kind":"process","claim":"If you suspect a security breach, \"notify us as soon as possible either at hello@hellofresh.com or call (646) 846-3663.\" The Terms say you are \"SOLELY RESPONSIBLE FOR ALL ACCESS TO AND USE OF THE SERVICES BY ANYONE USING YOUR ACCOUNT\" (section 4.3).","issues":["unauthorized_charge"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"HelloFresh gives at least 10 days' notice of a change to your plan rate. Accepting deliveries after the notice counts as accepting the new price, so cancel or change the plan first if you object.","evidence":["price change notice","last charge before the increase","first charge after it"],"steps":[{"do":"When you get a price notice, cancel or change the plan before the next My Menu deadline if you do not accept it.","channel":"account-settings"}],"facts":[{"kind":"policy","claim":"HelloFresh \"will provide you with at least ten (10) days' advance notice of any price changes with your specific Plan rate.\" Accepting deliveries after the notice means you accept the new price (section 6.1). Taxes and other fees are additional to prices shown (section 6.1).","issues":["bill_increase"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"Before arbitration you must send a written dispute notice by certified mail to HelloFresh, Attn. Legal Department, 28 Liberty Street, 10th Floor, New York, NY 10005, with a copy to arbitrationoptout@hellofresh.com. Either side may start arbitration or small claims if it is not resolved within 60 days. You may opt out of arbitration by written notice to arbitrationoptout@hellofresh.com within 30 days of first becoming subject to it (section 24).","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"contact","claim":"California residents may report complaints to the Complaint Assistance Unit of the California Department of Consumer Affairs at (800) 952-5210 (section 30, Cal. Civ. Code 1789.3).","source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Money loaded as HelloFresh Cash is a \"non-refundable amount,\" and promotional, discount or compensation funds may be withdrawn \"upon your account cancellation.\"","issues":["cancel_service","refund_request"],"source":"https://www.hellofresh.com/about/termsandconditions","last_verified":"2026-10-13"}],"known_blockers":["Cancelling online needs sign-in; the Terms give the click path but no direct cancel URL.","The weekly deadline is shown only on the signed-in My Menu page and depends on the delivery day.","The contact-us page returned HTTP 403 to automated fetches on 2026-10-13."]},{"id":"hr-block","name":"H&R Block","aliases":["h&r block","hr block","h and r block","hrblock","h&r block online","h&r block tax pro go","tax identity shield"],"sector":"subscription","parent":"H&R Block, Inc.","website":"https://www.hrblock.com","official_domains":["hrblock.com"],"regulators":["ftc"],"notes":"hrblock.com returned HTTP 403 to automated fetches on 2026-10-13, so values from its own help and guarantee pages were read only from search-result text and are marked as such. The FTC's 2024 case over \"free\" advertising and downgrading (Docket No. 9427) ended in a final consent order on January 8, 2025 with a $7 million payment for consumer redress. Tax Identity Shield terms were read on taxidentityshield.hrblock.com.","channels":[{"id":"online-support-phone","type":"phone","label":"H&R Block Online support (say \"downgrade\" to remove a product from your cart)","value":"+1-855-897-8639","hours":"Mon-Fri 7 am-7 pm CT","purposes":["cancel_service","refund_request","billing_error"],"notes":"Read from search-result text on 2026-10-13; hrblock.com blocked automated fetches (HTTP 403), so the number and hours were not seen on the live page. Have your Blockcare ID, phone number or email ready.","source":"https://www.hrblock.com/tax-center/support/online/online-tax-filing/while-filing-online-return/change-or-downgrade-my-account/","last_verified":"2026-10-13"},{"id":"main-phone","type":"phone","label":"H&R Block general customer line (1-800-HRBLOCK)","value":"+1-800-472-5625","purposes":["refund_request","billing_error"],"notes":"Read from search-result text on 2026-10-13; hrblock.com blocked automated fetches (HTTP 403).","source":"https://www.hrblock.com/support/","last_verified":"2026-10-13"},{"id":"tax-identity-shield-phone","type":"phone","label":"Tax Identity Shield, cancel or request a refund","value":"+1-855-472-8657","purposes":["cancel_service","refund_request"],"source":"https://www.taxidentityshield.hrblock.com/terms-and-conditions","last_verified":"2026-10-13"},{"id":"tax-identity-shield-mail","type":"mail","label":"Tax Identity Shield mailing address","value":"H&R Block, One HR Block Way, Kansas City, MO 64105","purposes":["cancel_service","refund_request"],"source":"https://taxidentityshield.hrblock.com/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"online-support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Downgrade H&R Block Online with the automated option the FTC order requires; call online support if it fails. Cancel Tax Identity Shield by phone; a refund needs a request within 30 days of purchase.","evidence":["account email or Blockcare ID","product and price shown before and after","purchase date","cancellation reference"],"steps":[{"do":"To leave a paid H&R Block Online product, use the in-product downgrade option. Under the FTC order it must not require a call or live chat."},{"do":"If the downgrade does not work, call H&R Block Online support and say \"downgrade\".","channel":"online-support-phone"},{"do":"To cancel Tax Identity Shield, call within 30 days of purchase to get a refund.","channel":"tax-identity-shield-phone"},{"do":"If H&R Block makes you call or chat to downgrade, or deletes your entered data, report it to the FTC and cite the January 8, 2025 order (Docket No. 9427).","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"The FTC's final order requires that, \"By February 15, 2025, the company is required to allow consumers to downgrade products using a chatbot\" or other automated means, and, \"by the 2026 tax filing season, to stop completely deleting consumers' previously entered information.\"","issues":["cancel_service"],"source":"https://www.ftc.gov/news-events/news/press-releases/2025/01/ftc-finalizes-order-hr-block-requiring-them-pay-7-million-overhaul-advertising-customer-service","last_verified":"2026-10-13"},{"kind":"policy","claim":"The November 2024 proposed order said downgrading must have an easily noticeable, always-available option that does not require calling or chatting with a live agent, and a downgraded user must return to the point where they upgraded.","issues":["cancel_service"],"source":"https://www.ftc.gov/news-events/news/press-releases/2024/11/ftc-action-stops-hr-blocks-unfair-downgrading-practices-deceptive-promises-free-filing","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Tax Identity Shield (2026 terms): \"you may contact us at 855-472-8657 to cancel or request a refund.\" \"Cancellations and refunds will only be made if requested within thirty (30) days of purchase.\" Benefits run until April 30, 2027.","issues":["cancel_service","refund_request"],"source":"https://www.taxidentityshield.hrblock.com/terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Tax Identity Shield is refundable on request within 30 days of purchase. The software satisfaction guarantee needs notice within 60 days and the original media or UPC code and receipt by mail (read from search-result text only).","evidence":["receipt","purchase date","UPC code or original media (software)","account email"],"steps":[{"do":"For Tax Identity Shield, call within 30 days of purchase.","channel":"tax-identity-shield-phone"},{"do":"For H&R Block tax software, notify H&R Block within 60 days of purchase and mail the original media or UPC code with a copy of the receipt. Confirm the mailing address on the guarantees page before you send it.","note":"https://www.hrblock.com/guarantees/"},{"do":"For other refund questions, call H&R Block.","channel":"main-phone"}],"facts":[{"kind":"deadline","claim":"H&R Block tax software 100% satisfaction guarantee: if dissatisfied for any reason before you file, H&R Block refunds the purchase price (excluding shipping, taxes and rebates) if you notify it within sixty (60) days of the initial purchase and mail the original media or UPC code and a copy of the store receipt. Read from search-result text on 2026-10-13; hrblock.com blocked automated fetches (HTTP 403).","issues":["refund_request"],"source":"https://www.hrblock.com/guarantees/","last_verified":"2026-10-13"},{"kind":"compensation","claim":"The FTC's January 8, 2025 final order requires H&R Block to pay \"$7 million to be used to compensate consumers harmed by the company's unlawful practices.\" The FTC pages read on 2026-10-13 do not describe how or whether payments were distributed.","issues":["refund_request"],"source":"https://www.ftc.gov/news-events/news/press-releases/2025/01/ftc-finalizes-order-hr-block-requiring-them-pay-7-million-overhaul-advertising-customer-service","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"FTC In the Matter of H&R Block (Docket No. 9427): administrative complaint February 23, 2024 (data wiping on downgrade and \"free\" advertising); matter withdrawn from adjudication October 21, 2024; proposed consent order November 12, 2024; final Decision and Order January 8, 2025 (vote 5-0). The FTC case page shows status \"Closed\".","source":"https://www.ftc.gov/legal-library/browse/cases-proceedings/hr-block-matter","last_verified":"2026-10-13"},{"kind":"policy","claim":"The final order requires H&R Block's \"free\" advertising to disclose either the percentage of taxpayers eligible for the \"free\" products or that the majority of taxpayers do not qualify.","source":"https://www.ftc.gov/news-events/news/press-releases/2025/01/ftc-finalizes-order-hr-block-requiring-them-pay-7-million-overhaul-advertising-customer-service","last_verified":"2026-10-13"}],"known_blockers":["hrblock.com blocked automated fetches (HTTP 403) on 2026-10-13; the phone numbers, hours and software guarantee terms here come from search-result text and should be confirmed on the live page.","The software guarantee needs a mailed request; the mailing address was not verified, so confirm it on hrblock.com/guarantees before sending."]},{"id":"intuit-turbotax","name":"TurboTax","aliases":["turbotax","turbo tax","intuit turbotax","turbotax online","turbotax desktop","turbotax advantage","turbotax live"],"sector":"subscription","parent":"Intuit Inc.","website":"https://turbotax.intuit.com","account_url":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax","official_domains":["intuit.com"],"security":{"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"TurboTax Online is free to use until you pay, print or e-file; paying, printing or e-filing counts as acceptance and waives the satisfaction refund. The FTC's January 2024 order on \"free\" advertising was vacated by the Fifth Circuit on March 20, 2026 and remanded to the FTC. The 2022 multistate attorneys general settlement ($141 million) paid restitution automatically to eligible 2016-2018 filers. The Intuit Terms of Service require binding arbitration or small claims court and a class waiver.","channels":[{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"},{"id":"contact-page","type":"web_form","label":"TurboTax Support contact page","value":"https://ttlc.intuit.com/turbotax-support/en-us/contact","purposes":["refund_request","billing_error","cancel_service"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US","last_verified":"2026-10-13"},{"id":"refund-request-form","type":"portal","label":"Intuit Refund Request form (Intuit Account > Products & billing > Request or track a refund)","value":"https://accounts.intuit.com/app/oirr","purposes":["refund_request"],"access":"login","notes":"For TurboTax Desktop (60-day money-back guarantee) and TurboTax Advantage renewals. TurboTax Online fees are non-refundable after payment. Guarantee claims are not processed through this form.","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"products-billing","type":"portal","label":"Intuit Account, Products & billing (TurboTax)","value":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax","purposes":["refund_request","billing_error"],"access":"login","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"advantage-cancel","type":"portal","label":"Cancel TurboTax Advantage (sign in, then Cancel Membership)","value":"https://accounts-tax.intuit.com/app/sign-in?app_group=TurboTax&asset_alias=Intuit.cg.turbotaxadvantage&redirect_uri=https%3A%2F%2Fshop.app.intuit.com%2Funified%2Fdownloads%3Froute%3Dmyaccounts%26cgcview%3Dtta","purposes":["cancel_service"],"access":"login","source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"},{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Refund for TurboTax bought through the Apple App Store (Apple)","value":"https://support.apple.com/en-us/118223","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Refund for TurboTax bought through Google Play (Google)","value":"https://support.google.com/googleplay/answer/2479637?hl=en","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Cut TurboTax Online fees before you pay, because payment makes them non-refundable. Desktop software has a 60-day money-back guarantee through the Intuit Refund Request form. App store purchases are refunded by Apple or Google.","evidence":["order number or license code","dated receipt","fee breakdown email","date of payment","date filed or not filed"],"steps":[{"do":"Before you pay, remove add-ons you do not need (PLUS Help & Support, Pay With Your Refund, Premium Services, MAX, a state return, Fast Deposit) or downgrade to a lower TurboTax Online product.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US"},{"do":"If you have not paid, registered, or chosen to deduct the TurboTax fee from your refund, use Clear & Start Over (Tax Tools > Tools > Clear & Start Over) to remove all fees.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US"},{"do":"For TurboTax Desktop bought from Intuit or an authorized retailer, request a refund within 60 days in the Intuit Account (Products & billing > Request or track a refund).","channel":"refund-request-form"},{"do":"If you bought through the Apple App Store or Google Play, request the refund from that store.","channel":"apple-refund"},{"do":"For a guarantee claim (100% Accurate Calculations, Maximum Refund, Audit Support), follow the claim process in the TurboTax Online Terms of Service; the refund request form does not process guarantee claims.","channel":"audit-support-phone"},{"do":"If you paid but believe an exception applies, call TurboTax support and describe it as a billing issue.","channel":"support-phone"}],"facts":[{"kind":"policy","claim":"TurboTax Online (bought from Intuit): \"Submitting payment reflects your satisfaction with TurboTax Online preparation of your taxes, and is non-refundable.\"","issues":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax Online can be used \"without charge up to the point you decide to print or electronically file,\" at which time \"you will be required to pay and waive the right for a refund.\"","issues":["refund_request"],"source":"https://turbotax.intuit.com/corp/guarantees/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"TurboTax Desktop 60-Day Money Back Guarantee: if not completely satisfied, \"go to refundrequest.intuit.com within 60 days\"; you must return the product \"using your license code or order number and dated receipt.\" Desktop add-on products and services are non-refundable.","issues":["refund_request"],"source":"https://turbotax.intuit.com/corp/guarantees/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Clear & Start Over is available only \"as long as you haven't submitted payment, deducted the TurboTax fee from your refund, or registered your product.\" After that you must edit the return manually.","issues":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Maximum Refund Guarantee claims (Online Terms, section B 5.2) are due within 60 days of receiving the larger refund or paying the smaller tax, and no later than seven years after filing; they are sent by tracked mail. Free Edition users receive $30 instead of a purchase-price refund.","issues":["refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"100% Accurate Calculations Guarantee (Online Terms, section B 5.1) requires notice to Intuit no later than 30 days after the penalty or interest is assessed, and within seven years after filing.","issues":["refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"TurboTax subscriptions (such as TurboTax Advantage) renew automatically; cancel in the Intuit Account. Cancellation takes effect after the current period and earns no refund, except the Desktop 60-day refund after an Advantage renewal.","evidence":["Intuit Account email","renewal charge date and amount","cancellation confirmation"],"steps":[{"do":"Sign in to the Intuit Account and select Cancel Membership to cancel TurboTax Advantage.","channel":"advantage-cancel"},{"do":"If you missed the Advantage cancellation deadline, wait for the software download, submit a refund request within 60 days of receiving the product, then cancel the membership.","channel":"refund-request-form"},{"do":"For other subscriptions, follow that service's cancel instructions (for example Account & Settings for Expert 365 Business). Deleting the mobile app does not cancel a subscription."}],"facts":[{"kind":"policy","claim":"Intuit Terms (Section A): \"Your payment to Intuit will automatically renew at the end of the applicable subscription period.\" \"Subscription cancellations will take effect the day after the last day of the current subscription period.\" \"We do not provide refunds or credits for any cancellations or partial subscription period.\"","issues":["cancel_service","refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If you miss the TurboTax Advantage auto-renewal cancellation deadline, submit a refund request \"within 60 days of receiving your product,\" then cancel the membership.","issues":["cancel_service","refund_request"],"source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"An unexpected TurboTax bank debit is often the Pay With My Refund backup debit. Check the fee emails first; pay early or ask for a one-time 21-day deferral before the debit date.","evidence":["bank statement with the debit","TurboTax order number","ZIP code on the return","fee notification emails"],"steps":[{"do":"Check whether you chose Pay With My Refund. Intuit may debit your bank account if your tax refund does not cover the fees, or if the IRS still holds the refund 36 days after the original estimated refund date."},{"do":"To avoid the auto-debit, pay through the \"pay online\" link in the email notification (order number and ZIP code) by 12:00 PM PT on the Thursday before the scheduled debit date."},{"do":"To ask for a one-time 21-day deferral, use the \"payment options\" link in the email or call TurboTax.","channel":"support-phone"},{"do":"If you never used TurboTax or did not authorize the charge, report it to your card issuer or bank and ask TurboTax to reverse it."}],"facts":[{"kind":"policy","claim":"With Pay With My Refund, you authorize a debit \"in the event that you do not receive a tax refund that is sufficient to pay for them,\" and also if \"the IRS is still holding your refund 36 days after your original estimated refund date.\" A one-time deferral of 21 days from the original debit date may be available at 1 (800) 446-8848.","issues":["unauthorized_charge","billing_error"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"TurboTax Online prices can rise as the filing deadline approaches, and you pay the published price at the time you pay. Recurring subscription prices change with notice, and you can cancel before the change.","evidence":["screenshot of the price shown when you started","fee breakdown email","price change notice"],"steps":[{"do":"Check the fee breakdown before you pay, and remove add-ons or downgrade if the total is higher than expected.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US"},{"do":"For a subscription price change you do not accept, cancel before the new price takes effect.","channel":"advantage-cancel"}],"facts":[{"kind":"policy","claim":"\"Intuit may increase the price of any paid version of the Services as the respective tax filing deadline approaches\" (section B 3.1), and \"The price for your use ... is the published price at the time you pay\" (section B 3.2).","issues":["bill_increase"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Intuit may change the price for recurring subscription fees from time to time with notice to you.\" \"If you do not agree with the price change, you may unsubscribe prior to the price change going into effect\" (Section A).","issues":["bill_increase","cancel_service"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"FTC v. Intuit (FTC Docket No. 9408): on January 22, 2024 the Commission (3-0) found that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax products and issued a Final Order barring \"free\" claims unless the product is free for all or the qualifying share of consumers is disclosed. The press release describes no money for consumers.","source":"https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices","last_verified":"2026-10-13"},{"kind":"process","claim":"On March 20, 2026 the U.S. Court of Appeals for the Fifth Circuit (No. 24-60040) held that adjudicating the deceptive advertising claim before an administrative law judge violated the separation of powers: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" No later ruling was found on 2026-10-13; the FTC case page shows \"Closed\" and was last updated June 14, 2024.","source":"https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On May 4, 2022 a coalition of 51 attorneys general announced a $141 million settlement with Intuit. Restitution was for people who filed with TurboTax in 2016 through 2018 after starting in TurboTax Free Edition and being told to pay, although they were eligible for the IRS Free File version. No claim was needed; eligible people were to receive a notice and a payment automatically, expected to be about $30.","issues":["refund_request"],"source":"https://ncdoj.gov/?p=359056","last_verified":"2026-10-13"},{"kind":"policy","claim":"The 2022 multistate settlement bars Intuit from misleading taxpayers about needing to upgrade, requires clear and conspicuous disclosure of free-product limits, disclosure at the earliest possible point that a user will not qualify, and bars making users re-enter data when they return to a free product. California's share was $11.4 million for about 370,000 Californians.","source":"https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Do not open links in a suspicious email that claims to be from TurboTax. Forward it to security@intuit.com, and forward fake IRS emails to phishing@irs.gov.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"community","text":"A TurboTax Community helper advises using the key words \"billing issues\" (not \"refund\") when contacting support about TurboTax fees, so you are not routed to tax-refund help. Several posters report being refused refunds for Online fees after payment.","issues":["refund_request"],"source":"https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064","last_verified":"2026-10-13"}],"known_blockers":["The Intuit Refund Request form and Products & billing page need sign-in to the Intuit Account.","TurboTax Online fees are non-refundable once paid; Clear & Start Over does not work after payment, registration, or choosing to deduct fees from the refund.","The TurboTax contact page lists a phone number but no hours.","intuit.com legal pages rate-limited automated fetches (HTTP 429) during verification; the Terms text was read on a later attempt."]},{"id":"linkedin","name":"LinkedIn","aliases":["linkedin premium","linkedin premium career","linkedin premium business","linkedin sales navigator","linkedin corporation"],"sector":"subscription","parent":"Microsoft Corporation","website":"https://www.linkedin.com","account_url":"https://www.linkedin.com/manage/purchases-payments","official_domains":["linkedin.com"],"security":{"never_asks":[{"kind":"policy","claim":"\"LinkedIn will never ask you for your password or ask you to download any programs.\"","source":"https://www.linkedin.com/help/linkedin/answer/a1339266","last_verified":"2026-10-13"},{"kind":"contact","claim":"LinkedIn says: \"We don't offer a phone number for customer support.\" and \"we don't charge for customer support and we'll never ask you for your password or access to your computer.\" A caller claiming to be LinkedIn support is not LinkedIn.","source":"https://www.linkedin.com/help/linkedin/answer/a1336387","last_verified":"2026-10-13"},{"kind":"policy","claim":"LinkedIn names linkedin_support@cs.linkedin.com, linkedin@e.linkedin.com and linkedin@el.linkedin.com as legitimate sender addresses that are not phishing.","source":"https://www.linkedin.com/help/linkedin/answer/a1339266","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"LinkedIn lists inheritance or advance fee fraud scams, job scams, technical support scams, and dating and romance scams as scams on its platform.","source":"https://www.linkedin.com/help/linkedin/answer/a1336387","last_verified":"2026-10-13"},{"kind":"policy","claim":"LinkedIn lists phishing warning signs as messages with bad spelling and grammar that are not addressed to you personally, messages asking you to act immediately, and messages asking you to open an attachment to install a software update.","source":"https://www.linkedin.com/help/linkedin/answer/a1339266","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from LinkedIn","value":"phishing@linkedin.com","purposes":["fraud"],"source":"https://www.linkedin.com/help/linkedin/answer/a1339266","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"LinkedIn contact form to report a scam message","value":"https://www.linkedin.com/help/linkedin/ask/TS-RPS","purposes":["fraud"],"source":"https://www.linkedin.com/help/linkedin/answer/a1336387","last_verified":"2026-10-13"},{"id":"ftc-report-linkedin","type":"web_form","label":"FTC fraud report for LinkedIn scams, including job scams (linked by LinkedIn)","value":"https://reportfraud.ftc.gov/#/?orgcode=LNK","purposes":["fraud"],"source":"https://www.linkedin.com/help/linkedin/answer/a1336387","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Premium renews automatically at the start of each subscription period. A cancelled paid subscription stays active to the end of the billing cycle; a cancelled free trial ends at once. Premium may be refundable within 7 days of the charge if Premium was not used. Apple App Store purchases are refunded only by Apple. LinkedIn has no customer support phone number. For users outside the EU, EEA and Switzerland the User Agreement applies California law and Santa Clara County courts.","channels":[{"id":"manage-purchases","type":"portal","label":"LinkedIn Admin Center, Purchases (cancel a Premium subscription or trial)","value":"https://www.linkedin.com/manage/purchases-payments/purchases","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Path from the homepage: Me > Premium features > Manage subscription > Purchases > select the Active subscription > Cancel subscription > Confirm cancel.","source":"https://www.linkedin.com/help/linkedin/answer/a1339127/","last_verified":"2026-10-13"},{"id":"cancel-without-signin","type":"web_form","label":"Cancel some LinkedIn subscriptions without signing in (Germany and United States)","value":"https://www.linkedin.com/help/linkedin/ask/PREMIUM-CANCEL","purposes":["cancel_service"],"notes":"\"If you're in Germany or the United States, some subscriptions can be canceled without signing in.\"","source":"https://www.linkedin.com/help/linkedin/answer/50","last_verified":"2026-10-13"},{"id":"refund-request","type":"web_form","label":"Request a Refund (linked from the LinkedIn refund policy)","value":"https://www.linkedin.com/help/linkedin/feature-launcher/urn:li:helpCenterArticle:(1337140,LITHOGRAPH)","purposes":["refund_request","free_trial_conversion"],"source":"https://www.linkedin.com/help/linkedin/answer/5704","last_verified":"2026-10-13"},{"id":"billing-support","type":"web_form","label":"LinkedIn billing support contact form","value":"https://www.linkedin.com/help/linkedin/ask/pmt-rc","purposes":["billing_error","refund_request","unauthorized_charge"],"source":"https://www.linkedin.com/help/linkedin/answer/50","last_verified":"2026-10-13"},{"id":"contact-us","type":"web_form","label":"LinkedIn Help Center contact form","value":"https://www.linkedin.com/help/linkedin/ask","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"source":"https://www.linkedin.com/help/linkedin/answer/2949","last_verified":"2026-10-13"},{"id":"purchase-history","type":"portal","label":"LinkedIn purchase history (receipts for charges on your account)","value":"https://www.linkedin.com/payments/purchasehistory","purposes":["unauthorized_charge","billing_error"],"access":"login","source":"https://www.linkedin.com/help/linkedin/answer/2949","last_verified":"2026-10-13"},{"id":"apple-cancel","type":"web_form","label":"Cancel LinkedIn Premium bought through the Apple App Store (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service","free_trial_conversion"],"source":"https://www.linkedin.com/help/linkedin/answer/a563180","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Apple payment and refund support for LinkedIn App Store purchases","value":"https://getsupport.apple.com/?caller=kbase&PGF=PGF63006&category_id=SC0060&symptom_id=23208","purposes":["refund_request"],"source":"https://www.linkedin.com/help/linkedin/answer/a563180","last_verified":"2026-10-13"},{"id":"google-play-cancel","type":"web_form","label":"Cancel LinkedIn Premium bought through Google Play (Google)","value":"https://support.google.com/googleplay/answer/7018481/","purposes":["cancel_service","free_trial_conversion"],"source":"https://www.linkedin.com/help/linkedin/answer/a569644","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"billing-support"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel Premium in the Admin Center (Purchases) at least one day before the billing date. Paid plans stay active to the end of the cycle. Apple App Store purchases are cancelled on the Apple device.","evidence":["cancellation confirmation","billing date","receipt from purchase history"],"steps":[{"do":"On desktop: Me > Premium features > Manage subscription > Purchases > select the Active subscription > Cancel subscription > Confirm cancel.","channel":"manage-purchases"},{"do":"In the United States, some subscriptions can be cancelled without signing in.","channel":"cancel-without-signin"},{"do":"If you bought through the Apple App Store, cancel from the LinkedIn app on your Apple device or in Apple subscriptions.","channel":"apple-cancel"},{"do":"If you bought through Google Play, cancel on LinkedIn or in Google Play.","channel":"google-play-cancel"}],"facts":[{"kind":"deadline","claim":"\"Cancel at least one day before your billing date to avoid being charged for the next cycle.\"","issues":["cancel_service"],"source":"https://www.linkedin.com/help/linkedin/answer/50","last_verified":"2026-10-13"},{"kind":"policy","claim":"A cancelled paid subscription stays active until the end of the current billing cycle. \"If you cancel a Premium free trial, the trial will end immediately, and Premium access will stop right away.\"","issues":["cancel_service","free_trial_conversion"],"source":"https://www.linkedin.com/help/linkedin/answer/50","last_verified":"2026-10-13"},{"kind":"policy","claim":"User Agreement 2.3: \"If you purchase a subscription, your payment method automatically will be charged at the start of each subscription period\" and \"To avoid future charges, cancel before the renewal date.\"","issues":["cancel_service"],"source":"https://www.linkedin.com/legal/user-agreement","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Premium may be refunded within 7 days of the charge if you did not use Premium. Cancelling alone does not refund. Apple App Store purchases are refunded only by Apple.","evidence":["charge date and amount","receipt","statement that Premium was not used since the charge"],"steps":[{"do":"Within 7 days of the charge, and before using Premium, submit a refund request.","channel":"refund-request"},{"do":"For an Apple App Store purchase, ask Apple for the refund.","channel":"apple-refund"},{"do":"If the request is refused, contact billing support in writing and keep the case number.","channel":"billing-support"}],"facts":[{"kind":"deadline","claim":"Premium subscriptions (including Premium Career, Premium Business and Sales Navigator) \"may be refundable within 7 days from the date the subscription is charged without Premium usage.\" \"A previous refund may affect your eligibility.\"","issues":["refund_request"],"source":"https://www.linkedin.com/help/linkedin/answer/a1337140","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"All iOS refunds must be issued by Apple.\" LinkedIn says it \"can't provide any billing support for Apple App Store purchases.\"","issues":["refund_request"],"source":"https://www.linkedin.com/help/linkedin/answer/a563180","last_verified":"2026-10-13"},{"kind":"policy","claim":"User Agreement 2.3: \"All of your paid Services are subject to LinkedIn's refund policy.\"","issues":["refund_request"],"source":"https://www.linkedin.com/legal/user-agreement","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A Premium free trial charges the card one month after sign-up unless cancelled at least one day before. Desktop sign-ups get a reminder email; mobile sign-ups do not.","evidence":["trial sign-up date","renewal date shown in the Admin Center","cancellation confirmation","the charge"],"steps":[{"do":"Check the renewal date in the Admin Center and cancel the trial at least one day before it.","channel":"manage-purchases"},{"do":"If you started the trial in the Apple or Google app, cancel it with Apple or Google.","channel":"apple-cancel"},{"do":"If the trial already converted, request a refund within 7 days of the charge if you have not used Premium since.","channel":"refund-request"}],"facts":[{"kind":"deadline","claim":"The card used for the trial \"will automatically be charged one month from the date you signed up.\" \"You must cancel the trial at least one day prior to the auto-renewal billing date to avoid being charged after your free trial.\"","issues":["free_trial_conversion"],"source":"https://www.linkedin.com/help/linkedin/answer/a1339127/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Desktop sign-ups get \"an email reminder sent to the primary email address on your LinkedIn account\" before the trial ends; for mobile purchases \"you won't receive an email reminder from LinkedIn prior to the auto-renewal.\"","issues":["free_trial_conversion"],"source":"https://www.linkedin.com/help/linkedin/answer/a1339127/","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Check purchase history first. LinkedIn lists an ended free trial, an active subscription, job post or ad, a bank authorization hold, or someone else using your card as common causes.","evidence":["card statement line","receipts from purchase history"],"steps":[{"do":"Compare the charge with your LinkedIn purchase history. You can see receipts only for purchases on your own account.","channel":"purchase-history"},{"do":"If someone else used your card on their LinkedIn account, ask them to remove it; if they cannot, they can contact LinkedIn."},{"do":"If you still do not recognize the charge, review the refund policy and contact LinkedIn; report fraud to your card issuer.","channel":"contact-us"}],"facts":[{"kind":"policy","claim":"LinkedIn says an unrecognized charge may come from a current or former employee, family member or friend using the payment method on LinkedIn, an ended Premium free trial or promotion, an active subscription, job posting or advertisement, or a bank authorization hold.","issues":["unauthorized_charge"],"source":"https://www.linkedin.com/help/linkedin/answer/2949","last_verified":"2026-10-13"},{"kind":"policy","claim":"User Agreement 2.3: \"We may store and continue billing your payment method (e.g., credit card), even after it has expired.\"","issues":["unauthorized_charge","cancel_service"],"source":"https://www.linkedin.com/legal/user-agreement","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"LinkedIn may change prices going forward on reasonable notice. Cancel before the renewal date if you do not accept a new price.","evidence":["price change notice","last receipt"],"steps":[{"do":"If you do not accept the new price, cancel at least one day before the next billing date.","channel":"manage-purchases"}],"facts":[{"kind":"policy","claim":"User Agreement 2.3: \"We may modify our prices effective prospectively upon reasonable notice to the extent allowed under the law.\"","issues":["bill_increase"],"source":"https://www.linkedin.com/legal/user-agreement","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"For users outside the EU, EEA and Switzerland, \"the laws of the State of California, U.S.A., excluding its conflict of laws rules, shall exclusively govern,\" and claims are litigated in federal or state courts in Santa Clara County, California (User Agreement section 6, effective November 3, 2025).","source":"https://www.linkedin.com/legal/user-agreement","last_verified":"2026-10-13"}],"known_blockers":["The Admin Center (Purchases) and purchase history need sign-in; only some US and German subscriptions can be cancelled without signing in.","LinkedIn offers no customer support phone number; support is by help center forms only.","LinkedIn cannot give billing support or refunds for Apple App Store purchases."]},{"id":"match-group","name":"Match Group (Tinder, Hinge)","aliases":["tinder","hinge","match group"],"sector":"subscription","parent":"Match Group","website":"https://www.tinder.com","official_domains":["tinder.com","hinge.co"],"security":{"known_scams":[{"kind":"policy","claim":"Matches who ask for money by wire transfer, banking service or app, claim to be from your country but stuck somewhere else, or push you to invest or open an account with a service they recommend. Tinder says never to send money.","source":"https://policies.tinder.com/safety/intl/en/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"tinder-in-app-report","type":"app","label":"Report a suspicious Tinder profile or message in the app","value":"Tinder app, profile page or messaging window, Report","purposes":["fraud"],"source":"https://policies.tinder.com/safety/intl/en/","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"Covers Tinder (Tinder LLC, Dallas, Texas, for US users) and Hinge (Hinge, Inc.). Both share the same cancellation P.O. Box in Dallas. The 2025 FTC settlement with Match Group was not checked on ftc.gov for this entry.","channels":[{"id":"tinder-account","type":"app","label":"Tinder app or website, Account section (cancel a Tinder-billed subscription)","value":"Tinder app or tinder.com, Account section","purposes":["cancel_service"],"access":"login","source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"},{"id":"tinder-help-request","type":"web_form","label":"Tinder Customer Service request form","value":"https://www.help.tinder.com/hc/requests/new","purposes":["refund_request","cancel_service","billing_error"],"notes":"The Terms direct refund requests for non-Apple purchases here, with the order number from the confirmation email.","source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"},{"id":"tinder-cancellations-mail","type":"mail","label":"Tinder written cancellation notice (Terms section 8d)","value":"Tinder, Attn. Cancellations, P.O. Box 25472, Dallas, Texas 75225, USA","purposes":["cancel_service","refund_request"],"notes":"Send a signed and dated notice that you are cancelling, with the account email or phone number and the order number.","source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"},{"id":"hinge-account","type":"app","label":"Hinge app or website, Account Settings (cancel a Hinge-billed subscription)","value":"Hinge app or hinge.co, Account Settings","purposes":["cancel_service"],"access":"login","source":"https://hinge.co/terms","last_verified":"2026-10-12"},{"id":"hinge-cancellations-mail","type":"mail","label":"Hinge written cancellation notice (Terms section 8d)","value":"Hinge, Attn. Cancellations, P.O. Box 25472, Dallas, Texas 75225, USA","purposes":["cancel_service","refund_request"],"notes":"Send a signed and dated notice with your order number.","source":"https://hinge.co/terms","last_verified":"2026-10-12"},{"id":"hinge-email","type":"email","label":"Hinge email for cancellation notices (California and Ohio users)","value":"hello@hinge.co","purposes":["cancel_service","refund_request"],"notes":"The Hinge Terms say California and Ohio users may email the notice.","source":"https://hinge.co/terms","last_verified":"2026-10-12"},{"id":"apple-report-problem","type":"web_form","label":"Apple Report a Problem (refunds for Tinder or Hinge bought with an Apple ID)","value":"https://reportaproblem.apple.com","purposes":["refund_request"],"source":"https://hinge.co/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"tinder-help-request"},{"rung":"written_complaint","channel":"tinder-cancellations-mail"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel where you paid. App-store subscriptions cancel with Apple or Google; Tinder- or Hinge-billed subscriptions cancel in the Account section. Deleting the app does not cancel an app-store subscription.","evidence":["order number","confirmation email","app store receipt"],"steps":[{"do":"If you paid with an Apple ID, cancel in Apple Settings, Subscriptions. If you paid on Google Play, cancel in Google Play, Payments & subscriptions."},{"do":"If Tinder billed you, sign in and cancel in the Account section.","channel":"tinder-account"},{"do":"If Hinge billed you, sign in and cancel in Account Settings.","channel":"hinge-account"},{"do":"If you are in a listed state and within three business days of subscribing, send the signed, dated cancellation notice for a refund.","channel":"tinder-cancellations-mail"}],"facts":[{"kind":"process","claim":"\"If you subscribed using your Apple ID, cancellation is handled by Apple, not Tinder.\" Google Play subscriptions are cancelled through Google.","issues":["cancel_service"],"source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"If you purchase a subscription, it will automatically renew until you cancel.\" If you received a discounted promotional offer, the price may go up under the terms of that offer.","issues":["cancel_service","bill_increase"],"source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Purchases are generally final, but subscribers in 12 listed states may cancel for a refund until midnight of the third business day after subscribing.","evidence":["order number","subscription date","state of residence"],"steps":[{"do":"If you bought with an Apple ID, ask Apple for the refund.","channel":"apple-report-problem"},{"do":"For other purchases, contact Customer Service with your order number.","channel":"tinder-help-request"},{"do":"If you are in a listed state, also mail a signed and dated notice that you are cancelling (Hinge users in California and Ohio may email it).","channel":"hinge-cancellations-mail"}],"facts":[{"kind":"policy","claim":"\"Generally, all purchases are final and nonrefundable.\" Virtual items are non-refundable.","issues":["refund_request"],"source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Subscribers in Arizona, California, Colorado, Connecticut, Illinois, Iowa, Minnesota, New York, North Carolina, Ohio, Rhode Island and Wisconsin \"may cancel your subscription, without penalty or obligation, at any time prior to midnight of the third business day following the date you subscribed.\"","issues":["refund_request","cancel_service"],"source":"https://policies.tinder.com/terms/us/en","last_verified":"2026-10-12"},{"kind":"compensation","claim":"In the same listed states, if the subscriber dies or becomes disabled, the portion of the payment for the period after death or disability is refunded.","issues":["refund_request"],"source":"https://hinge.co/terms","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Hinge says it will attempt to notify you before a price change; you may cancel instead of paying the new price.","evidence":["price change notice","original offer"],"steps":[{"do":"If you do not accept a new price, cancel following the instructions in the notice.","channel":"hinge-account"}],"facts":[{"kind":"policy","claim":"\"In the event of a price change, we will attempt to notify you in advance of the change\" (Hinge Terms, section 8).","issues":["bill_increase"],"source":"https://hinge.co/terms","last_verified":"2026-10-12"}]}],"known_blockers":["Cancelling in the app needs sign-in. Subscriptions bought through Apple or Google Play must be cancelled and refunded there.","The state-law refund requires a signed, dated written notice, by mail (or email for Hinge users in California and Ohio).","The Tinder help center blocks automated fetches; its cancellation article was not read."]},{"id":"mcafee","name":"McAfee","aliases":["mcafee llc","mcafee total protection","mcafee+","mcafee plus","mcafee antivirus","mcafee livesafe","mcafee internet security"],"sector":"subscription","website":"https://www.mcafee.com","official_domains":["mcafee.com"],"notes":"www.mcafee.com refused every automated fetch on 2026-10-13 (connection reset), so McAfee's own policy pages could not be read directly. Values marked \"search-result text\" come from search-engine text of McAfee pages on that date; confirm them in the McAfee account or with McAfee before relying on them.","security":{"never_asks":[{"kind":"policy","claim":"McAfee says it will never ask you to confirm personal details and will never require you to call a phone number given in an email or text. Read from search-result text for McAfee's Customer Scam Awareness page on 2026-10-13; mcafee.com blocked automated fetches.","source":"https://www.mcafee.com/en-us/cyber-scam/customer-scam-awareness.html","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"The FTC says tech support scammers \"use the names of well-known companies like Geek Squad, McAfee, and Norton\" and send notices that you were charged hundreds of dollars to renew a subscription. If you call, they ask for remote access, send you to a spoofed refund website, then claim they \"refunded you too much money\" and demand repayment by gift card, wire, crypto or payment app.","source":"https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"McAfee describes invoice scams that claim you owe money for a product or service, often with a fake invoice PDF or a request to pay by phone, and recommends signing in at McAfee.com to check your real subscription and renewal status instead of using links in the message. Read from search-result text on 2026-10-13; mcafee.com blocked automated fetches.","source":"https://www.mcafee.com/en-us/cyber-scam/customer-scam-awareness.html","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-email","type":"email","label":"Report fraudulent emails that use the McAfee brand","value":"scam@mcafee.com","purposes":["fraud"],"notes":"Read from search-result text for McAfee's Customer Scam Awareness page on 2026-10-13; mcafee.com blocked automated fetches.","source":"https://www.mcafee.com/en-us/cyber-scam/customer-scam-awareness.html","last_verified":"2026-10-13"},{"id":"report-scam-phone","type":"phone","label":"McAfee phone line for reporting scams that use the McAfee brand","value":"+1-866-622-3911","purposes":["fraud"],"notes":"Read from search-result text for McAfee's Customer Scam Awareness page on 2026-10-13; mcafee.com blocked automated fetches. The same number is McAfee's listed phone on its BBB profile.","source":"https://www.mcafee.com/en-us/cyber-scam/customer-scam-awareness.html","last_verified":"2026-10-13"}]},"regulators":["ftc"],"channels":[{"id":"support-phone","type":"phone","label":"McAfee phone number (listed on McAfee's BBB business profile)","value":"+1-866-622-3911","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","fraud"],"notes":"The BBB profile for McAfee, LLC (San Jose, CA) lists this number. Hours and phone menu were not checked because mcafee.com blocked automated fetches on 2026-10-13. Call only this number or one shown inside your McAfee account, never a number from an email or invoice.","source":"https://www.bbb.org/us/ca/san-jose/profile/computer-services/mcafee-llc-1216-1534510/complaints","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Turn off auto-renewal in your McAfee account before the payment date. If you were already renewed, ask for a refund inside the refund window.","evidence":["McAfee account email","subscription and renewal date","screenshot of auto-renewal turned off"],"steps":[{"do":"Sign in to your McAfee account by typing mcafee.com into the browser (not from an email link), open the account menu and go to the auto-renewal settings. Turn auto-renewal off before the payment date and take a screenshot.","note":"Path read from search-result text of McAfee pages on 2026-10-13; mcafee.com blocked automated fetches."},{"do":"If you cannot turn it off, call McAfee.","channel":"support-phone"},{"do":"If McAfee charges you after you turned auto-renewal off, ask McAfee for a refund, then dispute the charge with your card issuer if it refuses."}]},{"issue":"refund_request","summary":"McAfee's published policy (search-result text) allows a refund request within 30 days of the first purchase or within 60 days of an automatic renewal, for terms of one year or longer.","evidence":["order or invoice number","charge date and amount","card statement"],"steps":[{"do":"Check the charge date against the 30-day (new purchase) and 60-day (automatic renewal) windows."},{"do":"Call McAfee and ask for a full refund; turn off auto-renewal in the same contact.","channel":"support-phone"},{"do":"If McAfee refuses a refund inside the window, or charged you after you turned off auto-renewal, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"McAfee's US refund policy says annual subscribers who ask within 30 days of purchase are eligible for a refund, and that McAfee refunds the most recent automatic renewal charge in full if you ask within 60 days of the charge. McAfee does not give prorated refunds.","issues":["refund_request","bill_increase"],"source":"https://www.mcafee.com/support/s/article/000001679-refund?language=en_US","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"First check whether the \"charge\" is real. Fake McAfee renewal invoices are common; call no number in the message.","evidence":["card or bank statement","the suspicious email","McAfee order number if the charge is real"],"steps":[{"do":"Do not call any number or click any link in the email or invoice. Check your card or bank statement, and sign in to McAfee by typing mcafee.com into the browser."},{"do":"If there is no matching charge, the message is a scam. Report it to McAfee and to the FTC, and delete it.","regulator":"ftc"},{"do":"If there is a real McAfee charge you did not expect, call McAfee and ask for a refund.","channel":"support-phone"},{"do":"If you gave a caller remote access, card details or money, contact your bank or card issuer at once."}],"facts":[{"kind":"policy","claim":"The FTC says: \"If you get a message about a tech support subscription renewal and you think it's real, contact the company directly\" using contact details you know are real, and check your statements for an unauthorized transaction.","issues":["unauthorized_charge","fraud"],"source":"https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"McAfee auto-renewal prices have been the subject of a settled class action. If a renewal costs more than you expected, turn off auto-renewal and ask for a refund within 60 days of the renewal charge.","evidence":["renewal charge date and amount","earlier price paid","order number"],"steps":[{"do":"Turn off auto-renewal in your McAfee account."},{"do":"Within 60 days of the renewal charge, call McAfee and ask for a refund.","channel":"support-phone"}],"facts":[{"kind":"policy","claim":"In Williamson v. McAfee and Kirby v. McAfee (N.D. Cal.), plaintiffs alleged McAfee charged auto-renewal prices higher than it advertised. A federal judge granted final approval of a settlement on February 3, 2017; McAfee denied wrongdoing.","issues":["bill_increase"],"source":"https://www.mealeys.com/mealeys/articles/1622751/class-settlement-approved-in-2-mcafee-antivirus-auto-renewal-suits","last_verified":"2026-10-13"}]}],"known_blockers":["www.mcafee.com refused automated fetches on 2026-10-13, so McAfee's refund policy, auto-renewal terms, account URL and phone hours could not be read directly. Values marked \"search-result text\" need confirming.","Turning off auto-renewal needs sign-in to the McAfee account.","Do not use \"McAfee support\" phone numbers from search results, pop-ups or emails; fake renewal invoices with call-back numbers are a common scam."]},{"id":"microsoft","name":"Microsoft (Microsoft 365 and Xbox Game Pass subscriptions)","aliases":["microsoft 365","microsoft 365 personal","microsoft 365 family","xbox game pass","game pass","xbox"],"sector":"subscription","parent":"Microsoft Corporation","website":"https://www.microsoft.com","account_url":"https://account.microsoft.com/services","official_domains":["microsoft.com","xbox.com"],"security":{"never_asks":[{"kind":"policy","claim":"Microsoft says it does not send unsolicited email or make unsolicited phone calls to request personal or financial information, its error and warning messages never include a phone number, and it will never ask you to pay for support in cryptocurrency or gift cards.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Tech support scams: cold calls from fake Microsoft support that ask for passwords or remote access, and web pages that show fake blue-screen errors or activation dialogs to push you to call a number.","source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-a-scam","type":"web_form","label":"Report a tech support scam to Microsoft","value":"https://www.microsoft.com/reportascam","purposes":["fraud"],"source":"https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"services-subscriptions","type":"portal","label":"Microsoft account Services & subscriptions page (cancel or turn off recurring billing)","value":"https://account.microsoft.com/services","purposes":["cancel_service","refund_request"],"access":"login","notes":"Sign in with the Microsoft account used to buy the subscription, select Manage, then Cancel (or Upgrade or Cancel).","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"m365-cancel","type":"portal","label":"Cancel Microsoft 365 (Personal, Family)","value":"https://account.microsoft.com/services/microsoft365","purposes":["cancel_service"],"access":"login","notes":"Select Cancel subscription, read the Please review section, then select I don't want my subscription.","source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"},{"id":"xbox-cancel-help","type":"portal","label":"Xbox Support article on cancelling recurring billing or subscriptions","value":"https://support.xbox.com/help/subscriptions-billing/manage-subscriptions/cancel-recurring-billing-or-subscription","purposes":["cancel_service"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"},{"id":"support-contact","type":"chat","label":"Microsoft Support contact page (live chat after self-help)","value":"https://support.microsoft.com/en-us/contactus","purposes":["billing_error","refund_request","unauthorized_charge","cancel_service"],"access":"login","notes":"The page asks you to sign in so it can route you; live chat with a specialist is offered after self-help options. No phone number is listed on the page.","source":"https://support.microsoft.com/en-us/contactus","last_verified":"2026-10-12"},{"id":"troubleshoot-purchases","type":"portal","label":"Troubleshoot Microsoft Store purchases and charges","value":"https://support.microsoft.com/en-us/accounts-billing/troubleshoot-buying-issues-with-microsoft-store","purposes":["billing_error","unauthorized_charge"],"source":"https://support.microsoft.com/en-us/microsoft-store-and-billing","last_verified":"2026-10-12"},{"id":"google-play-refunds","type":"web_form","label":"Google Play refund policies (subscriptions bought through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-contact"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation. Microsoft treats a chargeback as a cancellation as of the original payment date."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel or turn off recurring billing on account.microsoft.com/services with the account that bought it; access ends at the end of the current period.","evidence":["cancellation confirmation","expiration date shown on the Services page","any later charge"],"steps":[{"do":"Sign in to account.microsoft.com/services with the account that bought the subscription. Select Manage, then Cancel.","channel":"services-subscriptions"},{"do":"For Microsoft 365, use the Microsoft 365 cancel page and select I don't want my subscription.","channel":"m365-cancel"},{"do":"If you see Turn on recurring billing instead of Manage, the subscription is already set to expire on the date shown."},{"do":"If Google Play or the Apple App Store bills you, cancel and ask for refunds with them. If a retailer (for example Amazon) bills you, contact the retailer.","channel":"google-play-refunds"}],"facts":[{"kind":"policy","claim":"\"If you cancel, your access to the Services ends at the end of your current Service period\" or, for periodic billing, at the end of the period in which you cancelled (Microsoft Services Agreement, section 9.g).","issues":["cancel_service"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"When Microsoft 365 is cancelled, storage reverts to 5GB of cloud storage and 15GB of Outlook.com storage; above that you cannot upload or sync new OneDrive files or send or receive Outlook.com email, and after 6 months OneDrive files may be deleted.","issues":["cancel_service"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Cancel first, then check eligibility; Xbox subscriptions can be refunded within 30 days of initial purchase; charges older than 90 days are not refunded.","evidence":["order history","purchase date","account email"],"steps":[{"do":"Cancel the subscription on the Services page. Microsoft says you must cancel first to see whether you are eligible for a refund.","channel":"services-subscriptions"},{"do":"For an Xbox subscription within 30 days of the initial purchase, cancel to receive the refund.","channel":"services-subscriptions"},{"do":"If the refund is not offered, contact Microsoft Support.","channel":"support-contact"}],"facts":[{"kind":"policy","claim":"\"Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable.\" \"No refunds will be given for any charges more than 90 days old.\" (Services Agreement, section 9.f)","issues":["refund_request"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Xbox subscriptions: \"You can receive a refund within 30 days from your initial purchase by cancelling your subscription,\" unless the offer says the purchase is non-refundable.","issues":["refund_request","cancel_service"],"source":"https://www.xbox.com/en-US/legal/subscription-terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Not all cancellations will result in a refund.\" Prorated refunds are listed only for certain countries (for example Canada, Israel, Korea, Turkey); the United States is not listed.","issues":["refund_request"],"source":"https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-your-microsoft-subscription","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Microsoft notifies at least 15 days before a price change (30 days for Xbox subscriptions); promotional prices roll to the regular price.","evidence":["price change email","last charge"],"steps":[{"do":"If you do not accept the new price, cancel or turn off recurring billing before the next billing date.","channel":"services-subscriptions"}],"facts":[{"kind":"deadline","claim":"Microsoft \"will notify you by email, or other reasonable manner, at least 15 days before the price change\" (Services Agreement, section 9.j).","issues":["bill_increase"],"source":"https://www.microsoft.com/en-us/servicesagreement/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Xbox subscriptions: \"Charges may be increased with at least 30 days notice.\" After a promotional period the subscription \"automatically continues at the then-current regular price.\"","issues":["bill_increase"],"source":"https://www.xbox.com/en-US/legal/subscription-terms","last_verified":"2026-10-12"}]}],"known_blockers":["Cancellation, refunds and the support contact page need sign-in with the Microsoft account that bought the subscription.","Subscriptions bought through Google Play, the Apple App Store or a retailer must be cancelled and refunded through that seller.","A card chargeback cancels the service; Microsoft deems the cancellation effective as of the original payment date."]},{"id":"netflix","name":"Netflix","aliases":["netflix inc","netflix streaming"],"sector":"subscription","website":"https://www.netflix.com","account_url":"https://www.netflix.com/account","official_domains":["netflix.com"],"security":{"never_asks":[{"kind":"policy","claim":"Netflix says it will never ask for personal information in a text or email, including credit or debit card numbers, bank account details or Netflix passwords, and will never ask for payment through a third-party vendor or website.","source":"https://help.netflix.com/en/node/65674","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Emails and texts that ask for your account email, phone, password or payment method, and fake websites, apps or phone numbers that pose as Netflix or Netflix Customer Service.","source":"https://help.netflix.com/en/node/65674","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails or texts, or send fake links, apps or phone numbers that claim to be Netflix","value":"phishing@netflix.com","purposes":["fraud"],"source":"https://help.netflix.com/en/node/65674","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"cancel-online","type":"portal","label":"Cancel membership (Manage your membership page)","value":"https://www.netflix.com/cancelplan","purposes":["cancel_service"],"access":"login","notes":"Select Cancel, then Finish Cancellation. Netflix sends a confirmation email. The page asks for sign-in and is protected by Google reCAPTCHA.","source":"https://help.netflix.com/en/node/407","last_verified":"2026-10-12"},{"id":"help-contact","type":"portal","label":"Netflix Help Center contact page","value":"https://help.netflix.com/en/contactus","purposes":["unauthorized_charge","billing_error","cancel_service","account_access"],"notes":"Netflix says to contact it here at once if you never signed up or someone uses your payment information. The page loads its call and chat options dynamically; no phone number was visible to a fetch.","source":"https://help.netflix.com/node/1019","last_verified":"2026-10-12"},{"id":"app-call-chat","type":"app","label":"Netflix app Help, Call or Chat button","value":"Netflix app (iPhone, iPad, Android), My Netflix, profile menu, Help, Call or Chat","purposes":["billing_error","unauthorized_charge","cancel_service","account_access"],"notes":"Non-members tap Help in the upper right without signing in. Calls from the app over Wi-Fi or cellular data are free, with no long-distance costs. If the call does not connect, use chat.","source":"https://help.netflix.com/en/node/33335","last_verified":"2026-10-12"},{"id":"payment-history","type":"portal","label":"Payment history (billing activity)","value":"https://netflix.com/BillingActivity","purposes":["billing_error","cancel_service"],"access":"login","notes":"Shows the date the membership closes after a cancellation, and past charges.","source":"https://help.netflix.com/en/node/407","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"app-call-chat"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online at netflix.com/cancelplan; access continues to the end of the billing period. Partner-billed members cancel with the partner.","evidence":["cancellation confirmation email","date cancelled","payment history showing any later charge"],"steps":[{"do":"Sign in and open the Manage your membership page. Select Cancel, then Finish Cancellation. Save the confirmation email.","channel":"cancel-online"},{"do":"If no cancel option appears, open the account page and read the Membership section. It links to a cancellation guide or tells you to contact your payment partner (for example a phone or internet provider)."},{"do":"If you are charged after cancelling, the account may have been restarted. Cancel again, change the password, and select Sign out of all devices."},{"do":"If you still cannot cancel or stop the charges, contact Netflix through the Help Center.","channel":"help-contact"}],"facts":[{"kind":"process","claim":"Netflix says the cancel page is \"the only way to cancel your account and end your membership.\" Signing out or deleting the app does not cancel.","issues":["cancel_service"],"source":"https://help.netflix.com/en/node/407","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"The cancellation will take effect at the end of the billing period.\" (Terms of Use, section 2.6)","issues":["cancel_service"],"source":"https://help.netflix.com/legal/termsofuse","last_verified":"2026-10-12"},{"kind":"process","claim":"If an account was cancelled but is still charged, Netflix says someone using the account may have restarted it. It says to cancel again at netflix.com/cancelplan and update the password with Sign out of all devices.","issues":["cancel_service","unauthorized_charge"],"source":"https://help.netflix.com/en/node/124418","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Contact Netflix at once if you never signed up or someone uses your payment information.","evidence":["statement with the Netflix charge","the email address on the account if any"],"steps":[{"do":"If you never signed up for Netflix or someone is using your payment information, contact Netflix at once through the Help Center.","channel":"help-contact"},{"do":"If the charge came after you cancelled, follow the Charged after canceling steps (cancel again, change password, sign out of all devices)."},{"do":"If Netflix does not reverse the charge, dispute it with the card issuer."}]},{"issue":"bill_increase","summary":"Netflix emails a price change about one month before the billing date; the new price applies to everyone.","evidence":["price change email","last bill before the increase"],"steps":[{"do":"Check the price change email and the plan list. You can change to a cheaper plan at any time."},{"do":"If you do not accept the new price, cancel before the billing date when it takes effect.","channel":"cancel-online"}],"facts":[{"kind":"deadline","claim":"\"Netflix will send you an email with details about the price change one month before the billing date.\" If you have Netflix through a partner, the partner sends the notice.","issues":["bill_increase"],"source":"https://help.netflix.com/node/62990","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"We will notify you at least one month before any price changes\" (Terms of Use, section 2.7). You can cancel before the change takes effect.","issues":["bill_increase"],"source":"https://help.netflix.com/legal/termsofuse","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"\"Payments are nonrefundable and there are no refunds or credits for partially used subscription periods.\" (Terms of Use, section 2.8)","issues":["refund_request"],"source":"https://help.netflix.com/legal/termsofuse","last_verified":"2026-10-12"},{"kind":"policy","claim":"Netflix does not offer annual, multi-month or lifetime membership plans. Members who pay through a third party (for example a phone or internet provider) may need to contact that provider about billing.","issues":["billing_error","cancel_service"],"source":"https://help.netflix.com/en/node/41049","last_verified":"2026-10-12"}],"known_blockers":["The cancel page needs sign-in and is protected by Google reCAPTCHA.","Members billed through a phone, internet or other partner must cancel and dispute billing with that partner."]},{"id":"nintendo","name":"Nintendo (Nintendo Switch Online and Nintendo eShop)","aliases":["nintendo of america","nintendo switch online","nso","nintendo eshop","eshop","nintendo account","my nintendo store","switch online expansion pack"],"sector":"subscription","parent":"Nintendo Co., Ltd.","website":"https://www.nintendo.com/us/","account_url":"https://accounts.nintendo.com/portal","official_domains":["nintendo.com"],"security":{"known_scams":[{"kind":"policy","claim":"Nintendo (Japan support notice, October 29, 2024) warned of emails that fake Nintendo sender addresses such as no-reply@accounts.nintendo.com and link to fraudulent sites. Nintendo says to delete them without opening links; if you entered your Nintendo Account email and password on a linked site, change the password on the Nintendo Account website at once and set up a passkey and 2-step verification. Nintendo says blocking that sender may also block real eShop receipts and verification codes.","source":"https://support.nintendo.com/jp/information/2024/1029.html","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Covers Nintendo of America's Nintendo Switch Online memberships and Nintendo eShop digital purchases in the US. Nintendo's Purchase and Subscription Terms (last updated 08/2026) have an arbitration clause (section 12). You can opt out by written notice within 30 days of first agreeing to the terms, sent to Nintendo of America Inc., Attn: CS Admin, 4600 150th Ave NE, Redmond, WA 98052, with each person's name, contact information and Nintendo Account email. No Nintendo of America page was found that lists what Nintendo never asks for, or a phishing report address.","channels":[{"id":"nintendo-account-portal","type":"portal","label":"Nintendo Account website, Nintendo Switch Online, Cancel Your Pass by Turning Off Auto-Renewal","value":"https://accounts.nintendo.com/portal","purposes":["cancel_service","free_trial_conversion","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in with the Nintendo Account that bought the membership, select Nintendo Switch Online, then in Active Plan select Cancel Your Pass by Turning Off Auto-Renewal and Confirm. Purchase history is under Shop menu, Purchase History.","source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/41196","last_verified":"2026-10-13"},{"id":"eshop-console","type":"app","label":"Nintendo eShop on Nintendo Switch or Switch 2, Account Information, Cancel Your Subscription by Turning Off Automatic Renewal","value":"Nintendo eShop on the console HOME Menu, select the buying account, icon in the upper-right corner (Account Information), Cancel Your Subscription by Turning Off Automatic Renewal","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"On a Nintendo Switch family console, highlight Nintendo Switch Online on the left side of Account Information first.","source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/41196","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Nintendo customer support (US and Canada)","value":"+1-800-255-3700","hours":"Daily 6 a.m.-7 p.m. PT, except observed holidays","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","account_access"],"notes":"TTY/TTD users can call 711 (Telecommunications Relay Service). Hours read from the contact page's open and close times on 2026-10-13.","source":"https://en-americas-support.nintendo.com/app/contact","last_verified":"2026-10-13"},{"id":"support-phone-international","type":"phone","label":"Nintendo customer support from outside the US or Canada","value":"+1-425-558-7078","purposes":["refund_request","unauthorized_charge","account_access"],"source":"https://en-americas-support.nintendo.com/app/contact","last_verified":"2026-10-13"},{"id":"contact-page","type":"chat","label":"Nintendo Support contact page (24/7 chatbot, help ticket, live chat when available)","value":"https://en-americas-support.nintendo.com/app/contact","purposes":["refund_request","unauthorized_charge","billing_error","account_access"],"notes":"On 2026-10-13 live chat and text support showed \"Temporarily unavailable\"; the chatbot is available 24/7, and help tickets \"typically\" get a reply within 24 hours.","source":"https://en-americas-support.nintendo.com/app/contact","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Turn off auto-renewal on the Nintendo Account website or in the eShop at least 48 hours before the membership expires; it stays active to the end of its term, with no refund for the remaining time.","evidence":["screenshot showing auto-renewal off","membership expiration date","Nintendo Account email"],"steps":[{"do":"Sign in to the Nintendo Account website with the account that bought the membership, open Nintendo Switch Online, and turn off auto-renewal.","channel":"nintendo-account-portal"},{"do":"Or turn it off in the Nintendo eShop on the console (Account Information).","channel":"eshop-console"},{"do":"Do this at least 48 hours before the membership expires."}],"facts":[{"kind":"deadline","claim":"Turn off auto-renewal \"at least 48 hours before the membership is set to expire.\" The membership stays active until the end of its term, and \"you will not receive any refunds or credits for the remaining time left on your subscription.\" Once off, auto-renewal cannot be turned back on for that membership.","issues":["cancel_service","refund_request"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/41196","last_verified":"2026-10-13"},{"kind":"policy","claim":"Purchase and Subscription Terms, section 5(b): the renewal amount is charged \"NO SOONER THAN 48 HOURS BEFORE YOUR SUBSCRIPTION IS SET TO EXPIRE\" at the then-current price plus applicable taxes, and \"YOU CAN TURN OFF AUTOMATIC RENEWAL AT ANY TIME UP TO 48 HOURS BEFORE THE END OF THE THEN-CURRENT PERIOD.\"","issues":["cancel_service","bill_increase"],"source":"https://www.nintendo.com/us/purchase-terms/","last_verified":"2026-10-13"},{"kind":"policy","claim":"When a family membership ends, the other members of the family group also lose access.","issues":["cancel_service"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/41196","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Nintendo treats digital purchases and subscription payments as final unless Nintendo authorizes a refund or the law requires one; ask through support anyway if the charge was an error.","evidence":["order number or purchase history entry","date and amount","Nintendo Account email"],"steps":[{"do":"Find the purchase in the Nintendo Account purchase history.","channel":"nintendo-account-portal"},{"do":"Contact Nintendo support and ask for a refund; say why (error, duplicate, not delivered).","channel":"support-phone"}],"facts":[{"kind":"policy","claim":"\"Except as authorized by Nintendo or as required by applicable law, all payments that you make through the Nintendo Account services (including pre-purchases and subscription payments) are final and non-refundable.\"","issues":["refund_request"],"source":"https://www.nintendo.com/us/refund-return-policy/digital-products/","last_verified":"2026-10-13"},{"kind":"policy","claim":"For downloaded games or DLC bought by mistake, Nintendo says \"We are unable to provide refunds or exchanges for mistaken purchases.\"","issues":["refund_request"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/1981","last_verified":"2026-10-13"},{"kind":"policy","claim":"Nintendo's FAQ for digital games bought on Nintendo.com says \"All sales are final\", but \"pre-orders can be canceled any time before the payment is processed and the game is pre-loaded on your console\" \"(up to 7 days before the game's release date)\".","issues":["refund_request"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/16482","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"The free 7-day Nintendo Switch Online trial needs a payment method and turns on auto-renewal for a paid 30-day individual membership; turn off auto-renewal before the 7 days end.","evidence":["trial start date","screenshot showing auto-renewal off"],"steps":[{"do":"Turn off auto-renewal on the Nintendo Account website or in the eShop before the seven-day trial ends.","channel":"nintendo-account-portal"}],"facts":[{"kind":"deadline","claim":"Starting the free seven-day trial turns on auto-renewal \"for an individual 30-day membership, to begin when the trial ends.\" A payment method for auto-renewal is required. \"If you cancel the auto-renewal before the seven-day trial period ends, you will not be charged.\" The trial is available once per Nintendo Account.","issues":["free_trial_conversion"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/41197","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Check the Nintendo Account purchase history first. If the charge is on your account and nobody you know made it, contact Nintendo and secure the account; dispute with the card issuer only if nobody you know could have made it.","evidence":["charge date and amount","purchase history screenshot","order confirmation emails"],"steps":[{"do":"Sign in to the Nintendo Account website, open Shop menu, Purchase History, and look for a payment with the same amount and date.","channel":"nintendo-account-portal"},{"do":"If it is on your Nintendo Account and nobody you know made it, contact Nintendo, follow the Nintendo Account Recovery Process, and ask your card issuer or PayPal to block the card.","channel":"contact-page"},{"do":"Set parental controls to require a PIN for eShop purchases if someone in the household may have used the console."},{"do":"If the charge is not on your Nintendo Account and nobody you know could have made it, dispute it with the card issuer or PayPal as unauthorized."}],"facts":[{"kind":"policy","claim":"If you dispute a Nintendo charge as unauthorized or fraudulent, Nintendo says \"we will set restrictions on the Nintendo Account so that further unauthorized charges cannot be made.\" Nintendo asks you to contact it instead of disputing if you or someone you know might have made the purchase.","issues":["unauthorized_charge"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/62076","last_verified":"2026-10-13"},{"kind":"process","claim":"To secure a compromised Nintendo Account, set a new password on the Nintendo Account website, sign out of all devices, add a passkey or 2-step verification, limit sign-in to your Sign-in ID, and remove saved credit card or PayPal details.","issues":["unauthorized_charge","account_access"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/47194","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Memberships renew at the then-current price; Nintendo says price changes will be communicated. Turn off auto-renewal at least 48 hours before expiry if you do not accept a new price.","evidence":["price change notice","purchase history"],"steps":[{"do":"Turn off auto-renewal at least 48 hours before the membership expires.","channel":"nintendo-account-portal"}],"facts":[{"kind":"policy","claim":"Purchase and Subscription Terms, section 5(d): \"Any price changes or other material changes to the Subscriptions or the Features will be communicated to you.\" Continuing to use the subscription after notice counts as accepting the change.","issues":["bill_increase"],"source":"https://www.nintendo.com/us/purchase-terms/","last_verified":"2026-10-13"},{"kind":"fee","claim":"US Nintendo Switch Online prices listed on 2026-10-13: Individual 1-month $3.99, 3-month $7.99, 12-month $19.99; Expansion Pack Individual 12-month $49.99; Family 12-month $34.99; Expansion Pack Family $79.99 (USD).","issues":["bill_increase"],"source":"https://en-americas-support.nintendo.com/app/answers/detail/a_id/41195","last_verified":"2026-10-13"}]}],"known_blockers":["Turning off auto-renewal needs the Nintendo Account sign-in of the account that bought the membership, or the console.","Live chat and text support showed \"Temporarily unavailable\" on 2026-10-13; phone hours are 6 a.m.-7 p.m. PT.","Disputing a charge with the card issuer leads Nintendo to restrict the Nintendo Account."]},{"id":"noom","name":"Noom","aliases":["noom weight","noom inc","noom med","noom app"],"sector":"subscription","website":"https://www.noom.com","official_domains":["noom.com"],"regulators":["ftc"],"notes":"Noom sells auto-renewing weight-loss subscriptions (Noom Weight) and telehealth programs (Noom Med). noom.com returned HTTP 403 to every automated fetch on 2026-10-13, including the Terms and the help center, so the cancellation and refund details here come from search-result text of Noom's own help pages. Check them on the live page before relying on them. In 2022 Noom settled a New York federal class action over trials that converted to auto-renewing subscriptions (see facts).","channels":[{"id":"in-app-cancel","type":"app","label":"Cancel in the Noom app (profile picture > Settings > Manage Subscription)","value":"Noom app > profile picture (top left) > Settings > Manage Subscription","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Read from search-result text of this help page on 2026-10-13; the page blocked automated fetches. The same page says you can also cancel on the web by signing in to the Subscription Portal and clicking Cancel Subscription, but no portal URL was confirmed on a Noom page.","source":"https://www.noom.com/support/faqs/subscription-and-billing/2025/10/how-to-cancel-your-noom-subscription-or-trial/","last_verified":"2026-10-13"},{"id":"support-chat","type":"app","label":"Noom support chat (chat button, bottom-right of the website or app) or contact form","value":"Chat button in the bottom-right corner of the Noom website or app","purposes":["refund_request","billing_error","cancel_service"],"access":"login","notes":"Read from search-result text of Noom's refund policy page on 2026-10-13; the page blocked automated fetches.","source":"https://www.noom.com/support/faqs/subscription-and-billing/2025/10/noom-refund-policy/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in the app (profile picture > Settings > Manage Subscription) or in the web Subscription Portal before the next billing date. If Apple or Google bills you, cancel in that store. Deleting the app does not cancel.","evidence":["cancellation confirmation or screenshot","date cancelled","billing date","charges after that date"],"steps":[{"do":"In the Noom app, tap your profile picture, then Settings, then Manage Subscription, and follow the prompts to cancel.","channel":"in-app-cancel"},{"do":"If you paid through the App Store or Google Play, cancel in that store's subscription settings."},{"do":"Cancel before the next billing date and keep the confirmation. Uninstalling the app does not cancel."},{"do":"If cancelling fails, contact support by chat and ask for written confirmation.","channel":"support-chat"}],"facts":[{"kind":"process","claim":"Noom's help page lists three ways to cancel, in the app, on the web through the Subscription Portal, or through the device's app store; iOS and Android charges must be cancelled through the App Store or Google Play, and uninstalling the app does not cancel. (Read from search-result text on 2026-10-13; the page blocked automated fetches.)","issues":["cancel_service"],"source":"https://www.noom.com/support/faqs/subscription-and-billing/2025/10/how-to-cancel-your-noom-subscription-or-trial/","last_verified":"2026-10-13"},{"kind":"policy","claim":"After you cancel, the subscription stays active until the end of the current billing cycle. (Read from search-result text on 2026-10-13; the page blocked automated fetches.)","issues":["cancel_service"],"source":"https://www.noom.com/support/faqs/subscription-and-billing/2025/10/how-to-cancel-your-noom-subscription-or-trial/","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"For Noom Weight, ask within 14 days of purchase for a refund of an initial subscription or add-on charge, by chat or the contact form. Noom Med has no refund once a prescription is written.","evidence":["date and amount of the charge","reason for the request","cancellation confirmation"],"steps":[{"do":"Within 14 days of the purchase, open the support chat or contact form. Give the date of the charge and the reason.","channel":"support-chat"},{"do":"If Noom refuses a charge you cancelled in time, dispute it with your card issuer."}],"facts":[{"kind":"deadline","claim":"Noom Weight initial subscription or add-on charges \"may be eligible for a refund\" if you contact Noom within 14 days of purchase, through the chat button or the contact form, with the date of the charge and the reason. (Read from search-result text on 2026-10-13; the page blocked automated fetches.)","issues":["refund_request"],"source":"https://www.noom.com/support/faqs/subscription-and-billing/2025/10/noom-refund-policy/","last_verified":"2026-10-13"},{"kind":"limit","claim":"No refunds are available once a prescription has been written for Noom Med programs that include medication, or once a clinical visit has occurred for the Telehealth for Branded Meds Program. (Read from search-result text on 2026-10-13; the page blocked automated fetches.)","issues":["refund_request"],"source":"https://www.noom.com/support/faqs/subscription-and-billing/2025/10/noom-refund-policy/","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"Cancel a trial the same way as a subscription, before it converts. Noom settled a 2022 class action over trials that converted to auto-renewing plans and agreed to clearer disclosures and an account-page cancel button.","evidence":["trial sign-up date and offer terms","cancellation confirmation","the first charge"],"steps":[{"do":"Cancel the trial in the app before it ends.","channel":"in-app-cancel"},{"do":"If charged after the trial, ask for a refund by chat within 14 days of the charge.","channel":"support-chat"},{"do":"If Noom refuses and you cancelled in time, dispute the charge with your card issuer and report it to the FTC.","regulator":"ftc"}],"facts":[{"kind":"compensation","claim":"In February 2022 Noom agreed to pay $56 million and provide an additional $6 million in subscription credits to settle a New York federal class action filed in May 2020. It agreed to enhance auto-renewal disclosures, require a separate action such as a check box or digital signature to accept auto-renewal, and provide \"a button on the customer's account page for easier cancellation.\"","issues":["free_trial_conversion","cancel_service"],"source":"https://www.hunton.com/privacy-and-cybersecurity-law-blog/fitness-app-agrees-to-pay-56-million-to-settle-class-action-alleging-dark-pattern-practices0","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On July 13, 2022 Bloomberg Law reported that Magistrate Judge Katherine H. Parker (S.D.N.Y.) \"granted final approval of a $56 million settlement\" and awarded class counsel $18 million.","issues":["free_trial_conversion"],"source":"https://news.bloomberglaw.com/litigation/nooms-56-million-deal-in-unwanted-subscriptions-suit-finalized","last_verified":"2026-10-13"}]}],"known_blockers":["noom.com (Terms and help center) returned HTTP 403 to automated fetches on 2026-10-13. Cancellation and refund details are from search-result text.","Cancelling and chat need sign-in to the Noom app or website. No direct Subscription Portal URL was confirmed on a Noom page.","Subscriptions bought through the App Store or Google Play must be cancelled there.","No Noom phone number for customer service was found."]},{"id":"norton","name":"Norton","aliases":["norton 360","norton antivirus","norton antivirus plus","norton lifelock","lifelock by norton","nortonlifelock","symantec norton","gen digital"],"sector":"subscription","parent":"Gen Digital Inc.","website":"https://us.norton.com","account_url":"https://my.norton.com/","official_domains":["norton.com","nortonlifelock.com","lifelock.com","securenorton.com"],"security":{"never_asks":[{"kind":"policy","claim":"\"Norton never sends calendar invites related to billing or payment.\" A calendar event about a Norton subscription or renewal charge is a scam.","source":"https://support.norton.com/sp/en/us/home/current/solutions/v105274822","last_verified":"2026-10-13"},{"kind":"policy","claim":"Norton publishes the sender domains it uses for email, including @norton.com, @mail.norton.com, @email.norton.com, @subscriptions.norton.com, @login.norton.com, @securenorton.com, @nortonlifelock.com and @lifelock.com. An invoice from a Gmail or other unlisted address is not from Norton.","source":"https://support.norton.com/sp/en/us/home/current/solutions/v71088498","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Fake Norton renewal emails: Norton describes scam emails that contain \"a Norton Renewal notice, an attached invoice, and a phone number to call to cancel a pending credit card charge.\" Norton says not to call numbers in the message and to verify any unexpected charge directly through your Norton account.","source":"https://support.norton.com/sp/en/us/home/current/solutions/v105274822","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake calendar invitations claim \"your subscription is expiring,\" with urgent renewal notices showing very high charges, fake registration or membership numbers, and often several phone numbers.","source":"https://support.norton.com/sp/en/us/home/current/solutions/v105274822","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC says tech support scammers \"use the names of well-known companies like Geek Squad, McAfee, and Norton\" and send notices that you were charged hundreds of dollars to renew a subscription. If you call, they ask for remote access, send you to a spoofed refund website, then claim they \"refunded you too much money\" and demand repayment by gift card, wire, crypto or payment app.","source":"https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-spam-email","type":"email","label":"Forward suspicious Norton emails and calendar invites as an attachment","value":"spam@norton.com","purposes":["fraud"],"notes":"Norton asks you to forward the message as an attachment, then delete it (and delete a fake calendar event).","source":"https://support.norton.com/sp/en/us/home/current/solutions/v105274822","last_verified":"2026-10-13"}]},"regulators":["ftc"],"channels":[{"id":"my-norton-account","type":"portal","label":"My Norton account: My Account > My Subscriptions > Cancel Renewal or Manage Subscriptions","value":"https://my.norton.com/","purposes":["cancel_service","free_trial_conversion","bill_increase"],"access":"login","notes":"Cancel before the billing date. The change can take up to 24 hours to show in the account; the confirmation email can take 24 to 48 hours.","source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"},{"id":"support-contact","type":"web_form","label":"Norton Member Services and Support contact page (cancellation and refund requests)","value":"https://support.norton.com/sp/en/us/home/current/contact","purposes":["refund_request","cancel_service","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"The refund policy says to \"Contact us to submit a request.\" The contact page loads its options in the browser; automated fetches on 2026-10-13 showed no phone number or chat link, so none is listed here.","source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-contact"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Turn off automatic renewal in your Norton account before the billing date; service continues to the end of the paid period. To also get money back, submit a cancellation and refund request inside the refund window.","evidence":["Norton account email","order number or product key","cancellation confirmation email","billing date"],"steps":[{"do":"Sign in to your Norton account, open My Account > My Subscriptions, and choose Cancel Renewal or Manage Subscriptions for the subscription. Follow the on-screen steps until you see a confirmation message.","channel":"my-norton-account"},{"do":"Do this before the billing date. Check the account again after 24 hours, and keep the confirmation email (it can take 24 to 48 hours)."},{"do":"If you cannot cancel online, or you also want a refund, contact Norton Member Services and Support to submit a request.","channel":"support-contact"},{"do":"If you bought Norton through an app store, service provider, retailer or other reseller, cancel and ask for a refund with that seller; their terms apply."}],"facts":[{"kind":"process","claim":"To stop automatic renewal, \"Before your billing date,\" contact Norton or sign in and use My Account > My Subscriptions > Cancel Renewal or Manage Subscriptions. The change may take up to 24 hours to appear, and the confirmation email 24 to 48 hours.","issues":["cancel_service"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"},{"kind":"policy","claim":"After you cancel renewal, \"Your subscription will continue through the end of your already paid period.\"","issues":["cancel_service"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"},{"kind":"policy","claim":"Purchases completed, fulfilled, renewed or billed by a third party (such as an app store, service provider, reseller, retailer or vendor) are not covered by Norton's refund policy; \"different cancellation and refund terms may apply.\"","issues":["cancel_service","refund_request"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Annual plans and each annual renewal get a full refund if requested within 60 days of the charge; a new monthly plan within 14 days of purchase. Later monthly charges are not refundable.","evidence":["order number","product serial number or product key","charge date and amount","card statement"],"steps":[{"do":"Check the charge date. Annual purchase or annual renewal - 60 days from the charge. First monthly purchase - 14 days."},{"do":"Contact Norton Member Services and Support and submit a cancellation and refund request. Have the order number, serial number or product key ready.","channel":"support-contact"},{"do":"After the refund, uninstall and delete all copies of the software, as the policy requires."},{"do":"If Norton refuses a refund inside the window, or you cancelled and were still charged, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Under the 60-day Money Back Guarantee, an annual subscription \"is eligible for a full refund, if requested within 60 days of the date of purchase.\" \"Each subsequent annual charge is also eligible for a full refund if requested within 60 days of being charged.\"","issues":["refund_request","bill_increase"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"The purchase of a monthly subscription is eligible for a full refund if requested within 14 days of the date of purchase.\" \"Subsequent monthly charges are not eligible for a refund.\"","issues":["refund_request"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"},{"kind":"process","claim":"\"Requests are typically processed within a few days.\" Refunds are issued to the payment method used for the charge, unless otherwise mutually agreed. \"Upon cancellation, you must uninstall and delete all copies of the software from your device(s).\"","issues":["refund_request"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"},{"kind":"limit","claim":"Not refundable under the policy include NFR and complimentary items, certain bundles sold with third-party products, repeat purchases already refunded, services already redeemed or set up, and purchases billed by a third party.","issues":["refund_request"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"For trials that needed a payment method, cancel renewal before the trial ends. If it converted, the first charge is refundable within 14 days (monthly) or 60 days (annual).","evidence":["trial start date","first charge date and amount","order number"],"steps":[{"do":"Before the trial ends, turn off renewal in your Norton account.","channel":"my-norton-account"},{"do":"If the trial already converted, ask for a refund of the first charge within 14 days (monthly) or 60 days (annual).","channel":"support-contact"}],"facts":[{"kind":"deadline","claim":"For a trial that required a payment method, if you do not cancel, \"the first monthly charge following the end of your trial is eligible for a full refund\" if requested within 14 days of being charged; the first annual charge is refundable if requested within 60 days. Later monthly charges are not refundable.","issues":["free_trial_conversion","refund_request"],"source":"https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"First check whether the \"charge\" is real. Fake Norton renewal invoices are common; call no number in the message. A real Norton annual renewal can be refunded within 60 days.","evidence":["card or bank statement","the suspicious email with full headers","Norton order number if the charge is real"],"steps":[{"do":"Do not call any number or click any link in the email, invoice or calendar invite. Check your card or bank statement and sign in to your Norton account directly.","channel":"my-norton-account"},{"do":"If there is no matching charge, the message is a scam. Forward it as an attachment to spam@norton.com and delete it."},{"do":"If there is a real Norton charge you did not expect, contact Norton and ask for a refund inside the 60-day (annual) or 14-day (first monthly) window.","channel":"support-contact"},{"do":"If you gave a caller remote access, card details or money, contact your bank or card issuer at once, and report it to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"The FTC says: \"If you get a message about a tech support subscription renewal and you think it's real, contact the company directly\" using contact details you know are real, and check your statements for an unauthorized transaction.","issues":["unauthorized_charge","fraud"],"source":"https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Norton's support pages fetched did not state renewal price terms. If an annual renewal costs more than you expected, the full renewal charge is refundable if you ask within 60 days.","evidence":["renewal charge date and amount","previous year's price","order number"],"steps":[{"do":"Turn off automatic renewal in your Norton account before the next billing date.","channel":"my-norton-account"},{"do":"For an annual renewal charged in the last 60 days, ask Norton for a full refund.","channel":"support-contact"}]}],"known_blockers":["Cancelling renewal online needs sign-in to the Norton account. us.norton.com and Norton's license agreement pages blocked automated fetches on 2026-10-13, so renewal-price terms are not recorded here.","Norton's contact page shows its phone and chat options only in a browser; no Norton phone number is listed here. Do not use \"Norton refund\" phone numbers from search results or emails; many are scams.","Purchases made through an app store, retailer, service provider or other reseller must be cancelled and refunded with that seller."]},{"id":"paramount-plus","name":"Paramount+","aliases":["paramount plus","paramountplus","pplus"],"sector":"subscription","parent":"Skydance (Paramount)","website":"https://www.paramountplus.com","account_url":"https://www.paramountplus.com/account","official_domains":["paramountplus.com","paramount.com"],"regulators":["ftc"],"notes":"The Terms say the service is provided by CBS Interactive Inc. The paramountplus.com footer reads \"Paramount+ © 2026 Skydance\". The HBO Max help center says Warner Bros. Discovery and Paramount Skydance are coming together as Skydance, with no immediate changes to how you subscribe to HBO Max or Paramount+.","channels":[{"id":"account","type":"portal","label":"Paramount+ Account page (manage or cancel)","value":"https://www.paramountplus.com/account","purposes":["cancel_service","billing_error"],"access":"login","source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"},{"id":"customer-service-phone","type":"phone","label":"Paramount+ customer service","value":"+1-888-274-5343","purposes":["cancel_service","billing_error","refund_request"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"},{"id":"help-chat","type":"chat","label":"Help Center chat (type \"Agent\" in the speech bubble)","value":"https://help.paramountplus.com/","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Terms say to click the speech bubble in the bottom right corner of the Help Center and type \"Agent\".","source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Legal notice to Paramount (certified mail, Terms section 18.1)","value":"CBS Interactive Inc., 680 Folsom Street, San Francisco, CA 94107, Attn. Legal Department","notes":"The Terms say legal notices go here by certified mail. Not for routine support.","source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-chat"},{"rung":"written_complaint","channel":"legal-notice-mail"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online on the Account page; cancellation takes effect at the end of the billing period (or the end of a free trial).","evidence":["cancellation confirmation email","date cancelled","any later charge"],"steps":[{"do":"Sign in at paramountplus.com/account and cancel the subscription. Save the confirmation.","channel":"account"},{"do":"If an app store, an affiliate or another service bills you, cancel through that third party."},{"do":"If you cannot cancel online, call customer service or use Help Center chat.","channel":"customer-service-phone"}],"facts":[{"kind":"process","claim":"\"You can manage or cancel your Subscription by going to your Account at www.paramountplus.com/account\" (Terms, section 5.8(a)(i)).","issues":["cancel_service"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cancellation takes effect at the end of the current billing period; for a free trial it takes effect at the end of the free trial period. You keep access until then (section 5.8(a)(ii)).","issues":["cancel_service"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Paramount+ does not refund fees paid, except where law requires it or Paramount ends the service.","evidence":["receipt","account email"],"steps":[{"do":"If you were overcharged, ask customer service for a refund or account credit.","channel":"customer-service-phone"},{"do":"If Paramount ended your direct subscription, ask for the refund of the remaining period.","channel":"help-chat"}],"facts":[{"kind":"policy","claim":"\"YOU WILL NOT BE REFUNDED FOR ANY FEES YOU HAVE PAID.\" The same section says you may be legally entitled to a refund in some circumstances (section 5.8(a)(ii)(C)).","issues":["refund_request"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"},{"kind":"compensation","claim":"For an overcharge, Paramount issues a refund or account credit (section 5.7(c)). If Paramount ends a direct subscription, you get a refund for the remaining portion or access through the period (section 14.1(d)).","issues":["refund_request","billing_error"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Paramount gives notice of a price change; it takes effect only at renewal.","evidence":["price change notice","last bill"],"steps":[{"do":"If you do not accept the new price, cancel before the next billing period starts.","channel":"account"}],"facts":[{"kind":"policy","claim":"\"We will provide you with notice of any price change that applies to your Subscription.\" Changes take effect at renewal. The Terms state no specific number of days of notice (section 6.1).","issues":["bill_increase"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"You are \"charged automatically at the end of your free trial period\" unless you cancel before it expires (section 5.5(b)).","issues":["cancel_service","refund_request"],"source":"https://legal.paramount.com/us/en/pplus/termsofuse","last_verified":"2026-10-12"}],"known_blockers":["Online cancellation needs sign-in.","Subscriptions billed by an app store or partner must be cancelled with that third party."]},{"id":"peacock","name":"Peacock","aliases":["peacock tv","peacocktv","peacock premium"],"sector":"subscription","parent":"NBCUniversal","website":"https://www.peacocktv.com","account_url":"https://www.peacocktv.com/account","official_domains":["peacocktv.com"],"regulators":["ftc"],"notes":"The service is \"provided to you by Peacock TV LLC and its affiliated companies\" (Terms). The Terms name NBCUniversal as Peacock's DMCA agent and link to the NBCUniversal privacy policy. The 2025-2026 Versant spin-off was not checked on a Peacock page.","channels":[{"id":"account","type":"portal","label":"Peacock account details page (cancel)","value":"https://www.peacocktv.com/account","purposes":["cancel_service","billing_error"],"access":"login","notes":"The Terms say to log in and follow the instructions on the account details page to cancel.","source":"https://www.peacocktv.com/account","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Peacock Help Center","value":"https://www.peacocktv.com/help","purposes":["billing_error","refund_request","cancel_service"],"source":"https://www.peacocktv.com/terms","last_verified":"2026-10-12"},{"id":"cancel-plans","type":"portal","label":"Peacock account Plans page (Cancel All Subscriptions)","value":"https://www.peacocktv.com/account/plans","purposes":["cancel_service"],"access":"login","notes":"Select Cancel All Subscriptions (base plan and add-ons), or Remove Add-On for one add-on. A confirmation shows on screen and by email, which may take a few hours. If you cannot log in, the cancellation article offers cancellation by chat.","source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"},{"id":"get-in-touch","type":"chat","label":"Peacock Get in Touch page (live chat or email message)","value":"https://www.peacocktv.com/help/get-in-touch","hours":"9:00AM-1:00AM ET (live agent chat)","purposes":["cancel_service","billing_error","refund_request"],"access":"login","notes":"Sign in first. Peacock lists no phone number.","source":"https://www.peacocktv.com/help/article/contact-us-in-customer-service","last_verified":"2026-10-12"},{"id":"peacocktvcare-x","type":"social","label":"PeacockTVCare on X (direct message)","value":"https://twitter.com/PeacockTVCare","source":"https://www.peacocktv.com/help/article/contact-us-in-customer-service","last_verified":"2026-10-12"},{"id":"apple-cancel","type":"web_form","label":"Cancel Peacock billed through Apple","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service"],"source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"},{"id":"google-play-cancel","type":"web_form","label":"Cancel Peacock billed through Google Play","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service"],"source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"},{"id":"amazon-cancel","type":"web_form","label":"Cancel Peacock billed through Amazon","value":"https://pay.amazon.com/help/202042890","purposes":["cancel_service"],"source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"},{"id":"roku-cancel","type":"web_form","label":"Cancel Peacock billed through Roku","value":"https://support.roku.com/article/208756478","purposes":["cancel_service"],"source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"},{"id":"xfinity-cancel","type":"web_form","label":"Manage Peacock billed through Xfinity","value":"https://www.xfinity.com/support/articles/peacock-manage-subscription","purposes":["cancel_service"],"source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"get-in-touch"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel on the account details page no later than the day before the next billing date; access continues to the end of the term.","evidence":["cancellation confirmation","date cancelled","any later charge"],"steps":[{"do":"Sign in, open the Plans page and select Cancel All Subscriptions. Cancel no later than the day before the next billing date. Save the on-screen confirmation and the email.","channel":"cancel-plans"},{"do":"If you cannot log in, cancel by chat through Get in Touch (live agents 9:00AM-1:00AM ET).","channel":"get-in-touch"},{"do":"Cancel add-ons with a different billing date separately if you want them to stop."},{"do":"If you do not see Cancel All Subscriptions, a third party bills you (for example Apple, Google Play, Amazon, Roku or Xfinity). Cancel with that third party; Peacock cannot cancel it.","channel":"apple-cancel"}],"facts":[{"kind":"process","claim":"After you select Cancel All Subscriptions, \"Your plan will not renew at the end of its current subscription term.\" If a third party bills you, \"you must contact the third party directly to cancel your existing plan.\"","issues":["cancel_service"],"source":"https://www.peacocktv.com/help/article/cancellation","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To avoid the next charge you must cancel no later than the day before your next recurring billing date. Cancellation takes effect \"AT THE END OF THE THEN-CURRENT SUBSCRIPTION TERM\" (Terms, section 2.6).","issues":["cancel_service"],"source":"https://www.peacocktv.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"Your billing relationship will be directly with the applicable third party, not with Peacock\" when a third party bills you; its billing, cancellation and refund terms control (section 2.7).","issues":["cancel_service","refund_request"],"source":"https://www.peacocktv.com/terms","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Peacock gives advance notice of a price change before the next billing date; trial and promo periods convert at the then-current price.","evidence":["price change notice","promotion terms"],"steps":[{"do":"If you do not accept the new price, cancel before the next billing date.","channel":"account"}],"facts":[{"kind":"policy","claim":"\"We will give you advance notice of any price change prior to the next billing date\" (section 2.2). If you do not cancel, the plan renews at the new price.","issues":["bill_increase"],"source":"https://www.peacocktv.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"After a trial or promotional period, the payment method is charged the then-current fee unless you cancelled. \"You may not receive a separate notice that your Trial Period or Promotional Period is about to end\" (section 2.4).","issues":["bill_increase","cancel_service"],"source":"https://www.peacocktv.com/terms","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"\"NO PRORATED REFUNDS OR CREDITS WILL BE ISSUED UNLESS REQUIRED BY APPLICABLE LAW OR IN THE CASE OF AN IMMEDIATE UPGRADE.\" (section 2.6.3)","issues":["refund_request"],"source":"https://www.peacocktv.com/terms","last_verified":"2026-10-12"}],"known_blockers":["Cancellation needs sign-in to the Peacock account.","Peacock publishes no customer service phone number. Live chat and email go through Get in Touch and need sign-in.","Subscriptions billed by Apple, Google Play, Amazon, Roku, Xfinity or other partners must be cancelled with that partner."]},{"id":"peloton","name":"Peloton","aliases":["peloton interactive","onepeloton","peloton all-access","peloton app","peloton app membership","peloton bike","peloton tread"],"sector":"subscription","parent":"Peloton Interactive, Inc.","website":"https://www.onepeloton.com","account_url":"https://www.onepeloton.com/mymembership","official_domains":["onepeloton.com"],"regulators":["ftc"],"notes":"Peloton sells connected fitness hardware (Bike, Tread, Row, Guide) and recurring memberships (All-Access, Guide, Rental, App, Strength+). The Membership Terms and Terms of Service were last updated October 1, 2025. The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). Peloton's support site (support.onepeloton.com) loads by JavaScript and could not be read by automated fetches on 2026-10-13, so this file uses the Membership Terms, Terms of Service and the Home Trial page.","channels":[{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"support-contact-page","type":"web_form","label":"Peloton Support Contact Us page","value":"https://support.onepeloton.com/s/contact-us?language=en_US","purposes":["billing_error","refund_request","cancel_service"],"notes":"Linked from the Membership Terms for billing errors. The page loads by JavaScript and showed an error to automated fetches on 2026-10-13. The Home Trial page says you can call or chat with Peloton Support to start a return.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Peloton legal notices (arbitration opt-out by certified mail, personally signed)","value":"Peloton Interactive, Inc., 441 Ninth Avenue, Sixth Floor, New York, NY 10001, Attn. Legal Department","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in Account Settings (onepeloton.com/mymembership) or by calling Member Support. Access continues to the end of the paid period, with no prorated refund; committed plans stay owed to the end of the commitment.","evidence":["cancellation confirmation email or screenshot","date cancelled","membership type and billing date"],"steps":[{"do":"Sign in and cancel on the membership page in Peloton Account Settings.","channel":"membership-settings"},{"do":"If you cannot cancel online, call Peloton Member Support.","channel":"member-support-phone"},{"do":"If you bought an App membership through a third-party app provider such as Apple or Google, that provider bills you; manage the subscription in that store's settings."},{"do":"Cancel before the next billing date. Save the confirmation."}],"facts":[{"kind":"process","claim":"\"To change or terminate your Peloton Membership, go to your Peloton Account Settings at https://www.onepeloton.com/mymembership\" or contact Peloton Member Support at 1-866-679-9129.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Memberships recur monthly or annually \"until it is canceled.\" Billing occurs at the beginning of each membership cycle. After a cancellation you may use the membership until the end of the then-current period, and it is not renewed after that.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"After a prepaid or Activation Code period ends, the membership \"will automatically continue on a month-to-month basis.\"","issues":["cancel_service","free_trial_conversion"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"For a Committed Membership Period (a commitment longer than one month), \"You will remain responsible for any outstanding fees for the remainder of the Committed Membership Period,\" even if you pay month to month.","issues":["cancel_service","early_termination_fee"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"A Peloton App Membership can be bought from Peloton or through a third-party app provider (Apple App Store and Google Play are named as examples). A Strength+ App Membership is sold through the Apple App Store.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Membership fees are not prorated on cancellation. New hardware can be returned within 30 days of delivery under the Home Trial, minus a $150 (Bike, Bike+) or $250 (Tread, Row+) return fee.","evidence":["order number","delivery date","membership billing date","return pickup confirmation"],"steps":[{"do":"For a Home Trial hardware return, call or chat with Peloton Support within 30 days of the delivery date.","channel":"member-support-phone"},{"do":"If you also want to stop the membership, cancel it on the membership page and keep the confirmation.","channel":"membership-settings"},{"do":"In New York, if you cancel within 14 days after the first charge at a new, higher price, ask for the pro rata refund of the unused portion."}],"facts":[{"kind":"policy","claim":"\"If you cancel your Peloton Membership ... you will not be eligible for a prorated refund of any portion of the Peloton Membership fee.\"","issues":["refund_request","cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Home Trial lasts \"up to 30 days from your delivery date.\" It covers Bike, Bike+, Tread Flex, Tread Vision, Tread+ Vision and Row+, for first-time purchasers in the 48 contiguous U.S. states only.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"fee","claim":"Home Trial return fees: $150 for Bike and Bike+; $250 for Tread Flex, Tread Vision, Tread+ Vision and Row+. The refund is the full price minus the return fee. Assembly fees paid at purchase are non-refundable.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"policy","claim":"If you financed the purchase, after the return is processed you get the first installment back minus the return fee. Refunds are sent after the returned items are received; the page gives no timeframe.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Tell Peloton about a membership billing error within 60 days of the billing date; after that Peloton says it will not refund or credit it except where law requires.","evidence":["statement showing the charge","billing date","membership type","cancellation confirmation if any"],"steps":[{"do":"Contact Member Support within 60 days of the billing date. Give the date and amount of the charge.","channel":"member-support-phone"},{"do":"Use the Contact Us page if you cannot reach Member Support by phone.","channel":"support-contact-page"},{"do":"If Peloton does not correct it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"\"If you believe you have been billed in error for a Peloton Membership, please notify us within 60 days of the billing date.\" Peloton \"will not issue refunds or credits after the expiration of this 60-day period,\" except where required by law.","issues":["billing_error","refund_request"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A Peloton trial converts to a paid membership if you do not cancel before the trial ends.","evidence":["trial start date and offer terms","cancellation confirmation","the first charge"],"steps":[{"do":"Cancel on the membership page before the trial ends.","channel":"membership-settings"},{"do":"If you were charged after cancelling in time, report it to Member Support as a billing error within 60 days of the charge.","channel":"member-support-phone"}],"facts":[{"kind":"policy","claim":"\"If you do not cancel before your trial period ends, your account will be converted to a paid Peloton Membership.\" A payment method may be required to start a trial.","issues":["free_trial_conversion"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Peloton gives notice of a changed charge amount and its date before the charge. New York members may cancel within 14 days after the first charge at a higher price and get a pro rata refund.","evidence":["price change notice","last charge before the increase","first charge after it"],"steps":[{"do":"If you reject the new price, cancel before the next billing date.","channel":"membership-settings"},{"do":"In New York, if you cancel within 14 days after the first charge at the higher price, ask for the pro rata refund of the unused portion.","channel":"member-support-phone"}],"facts":[{"kind":"policy","claim":"If the amount to be charged varies from the amount pre-authorized, Peloton gives \"notice of the amount to be charged and the date of the charge before the scheduled date of the transaction.\" This does not apply to sales tax changes. No number of days is stated.","issues":["bill_increase"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"New York consumers may cancel their subscription within at least 14 days after their first charge at a new, higher price ... with a pro rata refund for any unused portion of the subscription.\"","issues":["bill_increase","refund_request"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The Terms of Service contain \"A BINDING ARBITRATION AGREEMENT AND CLASS ACTION WAIVER\" (section 20). You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"},{"kind":"policy","claim":"Peloton recalled about 125,000 Tread+ treadmills on May 5, 2021 (CPSC recall 21-128). A full refund was available \"until November 6, 2022\"; returns after that date get a partial refund.","issues":["refund_request"],"source":"https://www.cpsc.gov/Recalls/2021/Peloton-Recalls-Tread-Plus-Treadmills-After-One-Child-Died-and-More-than-70-Incidents-Reported","last_verified":"2026-10-13"}],"known_blockers":["The membership page (onepeloton.com/mymembership) needs sign-in.","Peloton's support site (support.onepeloton.com) loads by JavaScript; automated fetches got an error page on 2026-10-13.","App memberships bought through a third-party app provider (Apple, Google) are billed by that provider; the Membership Terms do not say how to cancel them."]},{"id":"playstation","name":"PlayStation (PlayStation Plus and PlayStation Store)","aliases":["playstation plus","ps plus","psn","playstation network","playstation store"],"sector":"subscription","website":"https://www.playstation.com","account_url":"https://www.playstation.com/acct/management","official_domains":["playstation.com"],"security":{"known_scams":[{"kind":"policy","claim":"Unexpected messages that offer game beta or tournament invitations, claim your account was reported and can be restored, or ask you to sign in through a link or share account information. PlayStation also warns not to scan QR codes sent by other people, and about sites that offer free virtual currency in exchange for personal information.","source":"https://www.playstation.com/en-us/support/account/security-best-practice/","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"account-management","type":"portal","label":"PlayStation Account Management, Subscription (cancel PlayStation Plus)","value":"https://www.playstation.com/acct/management","purposes":["cancel_service"],"access":"login","notes":"Open Subscription in the left menu and select Cancel Subscription next to PlayStation Plus. On PS5, Settings, Users and Accounts, Account, Payment and Subscriptions, Subscriptions.","source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"},{"id":"refund-request","type":"portal","label":"PlayStation Store refund request","value":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","purposes":["refund_request"],"notes":"Open Transaction History, select the transaction, then Request Refund. Have your Online ID, sign-in ID (email) and the purchase name ready.","source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"},{"id":"support-phone","type":"phone","label":"PlayStation Support (unauthorized payments, payment issues)","value":"+1-800-345-7669","hours":"Mon-Fri 9:00 AM-6:00 PM PT; closed 12/25 and 01/01","purposes":["unauthorized_charge","billing_error"],"access":"human_only","notes":"Support discusses unauthorized payments only with the account holder.","source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"PlayStation Assistant chat (bot button, bottom right of support pages)","value":"https://www.playstation.com/en-us/support/contact-us/","purposes":["refund_request","cancel_service","billing_error"],"source":"https://www.playstation.com/en-us/support/contact-us/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel PlayStation Plus in Account Management or on the console; benefits continue to the end of the paid period.","evidence":["cancellation screen or email","next payment date","transaction history"],"steps":[{"do":"Sign in to Account Management, open Subscription and select Cancel Subscription next to PlayStation Plus.","channel":"account-management"},{"do":"If you are within 14 days of the first payment, also request a refund.","channel":"refund-request"}],"facts":[{"kind":"policy","claim":"After cancelling you keep PlayStation Plus benefits \"until the end of any previously purchased subscription payment period.\" Games downloaded through the subscription are then no longer available.","issues":["cancel_service"],"source":"https://www.playstation.com/en-us/support/subscriptions/cancel-playstation-plus/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Free trials \"automatically convert into ongoing paid subscriptions at the end of the trial period.\" You must cancel before the trial expires to avoid the charge (PSN Terms of Service, section 8.12).","issues":["cancel_service","refund_request"],"source":"https://www.playstation.com/en-us/legal/psn-terms-of-service/","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"A subscription can be refunded within 14 days of the first payment, possibly reduced pro rata; recurring fees are not refunded.","evidence":["transaction ID and date","Online ID","sign-in email"],"steps":[{"do":"Within 14 days of signing up, open Transaction History and select Request Refund on the first payment.","channel":"refund-request"},{"do":"If the button is missing, ask PlayStation Assistant chat to check eligibility.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"\"You can cancel your purchase of a subscription and request a refund within 14 days from the initial transaction date even after you start using the subscription.\" \"The refund may be reduced pro-rata to reflect the use you've had of the service.\" (PlayStation Store cancellation policy, US)","issues":["refund_request"],"source":"https://www.playstation.com/en-us/legal/playstation-store-cancellation-policy/","last_verified":"2026-10-12"},{"kind":"limit","claim":"The refund request must be for the first payment, not a recurring fee. Free trial time counts toward the 14 days.","issues":["refund_request"],"source":"https://www.playstation.com/en-us/support/store/ps-store-refund-request/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Stopping future payments \"will stop future subscription fees being taken, but you will not receive a refund for payments already made.\"","issues":["refund_request","cancel_service"],"source":"https://www.playstation.com/en-us/legal/playstation-store-cancellation-policy/","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call PlayStation Support about unauthorized payments; only the account holder can discuss them.","evidence":["transaction details","Online ID","sign-in ID","console serial number"],"steps":[{"do":"Have the online ID, sign-in ID (email), console serial number and recent transaction details ready. Call PlayStation Support as the account holder.","channel":"support-phone"},{"do":"If the charge is not reversed, dispute it with the card issuer."}]}],"facts":[{"kind":"policy","claim":"\"All purchases from the PlayStation Store are final and non-refundable except as stated in this Agreement\" (PSN Terms of Service, section 8.5).","issues":["refund_request"],"source":"https://www.playstation.com/en-us/legal/psn-terms-of-service/","last_verified":"2026-10-12"}],"known_blockers":["Account Management and Transaction History need sign-in.","Phone support discusses unauthorized payments only with the account holder.","On 2026-10-12 the contact page said support was \"currently experiencing technical challenges\"."]},{"id":"siriusxm","name":"SiriusXM","aliases":["sirius xm","sirius","xm radio","sirius satellite radio"],"sector":"subscription","website":"https://www.siriusxm.com","account_url":"https://care.siriusxm.com/account/manage/dashboard","official_domains":["siriusxm.com"],"security":{"never_asks":[{"kind":"policy","claim":"SiriusXM says it will never ask you for personal information such as your passwords, Social Security number or Tax ID numbers.","source":"https://www.siriusxm.com/help/legitimate","last_verified":"2026-10-12"},{"kind":"policy","claim":"SiriusXM says it does not accept payments by PayPal, Venmo, Zelle or Cash App or in cryptocurrency.","source":"https://www.siriusxm.com/help/legitimate","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails, and any URL you clicked, that claim to be from SiriusXM","value":"reportphishing@siriusxm.com","purposes":["fraud"],"source":"https://www.siriusxm.com/help/legitimate","last_verified":"2026-10-12"},{"id":"verify-phone","type":"phone","label":"SiriusXM line to call directly about a suspicious message","value":"+1-800-689-6881","purposes":["fraud"],"source":"https://www.siriusxm.com/help/legitimate","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"online-account","type":"portal","label":"SiriusXM Online Account Center, Subscriptions tab (cancel)","value":"https://care.siriusxm.com/account/manage/dashboard","purposes":["cancel_service","billing_error"],"access":"login","source":"https://www.siriusxm.com/help/manage-or-cancel-service","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"SiriusXM online chat (24/7)","value":"https://www.siriusxm.com/contact-us","hours":"24/7","purposes":["cancel_service","billing_error","refund_request"],"notes":"SiriusXM says to turn off an ad-blocker or switch browsers if chat does not load.","source":"https://www.siriusxm.com/contact-us","last_verified":"2026-10-12"},{"id":"cancel-phone","type":"phone","label":"SiriusXM phone for direct-billed subscriptions (manage or cancel)","value":"+1-866-635-8641","purposes":["cancel_service"],"source":"https://www.siriusxm.com/help/manage-or-cancel-service","last_verified":"2026-10-12"},{"id":"audio-phone","type":"phone","label":"How to cancel, Audio and Infotainment (Customer Agreement)","value":"+1-866-635-2349","hours":"Mon-Sun 8 am-8 pm ET","purposes":["cancel_service"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"},{"id":"aviation-marine-phone","type":"phone","label":"How to cancel, Aviation and Marine (Customer Agreement)","value":"+1-800-985-9200","hours":"Mon-Sun 8 am-8 pm ET","purposes":["cancel_service"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"},{"id":"tmobile-sprint-phone","type":"phone","label":"SiriusXM line for T-Mobile and Sprint customers who bought directly from SiriusXM","value":"+1-888-635-8641","purposes":["cancel_service"],"source":"https://www.siriusxm.com/help/manage-or-cancel-service","last_verified":"2026-10-12"},{"id":"apple-cancel","type":"web_form","label":"Cancel SiriusXM bought in the iOS app (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service"],"source":"https://www.siriusxm.com/help/manage-or-cancel-service","last_verified":"2026-10-12"},{"id":"google-play-cancel","type":"web_form","label":"Cancel SiriusXM bought through Google Play","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service"],"source":"https://www.siriusxm.com/help/manage-or-cancel-service","last_verified":"2026-10-12"},{"id":"roku-cancel","type":"portal","label":"Cancel SiriusXM billed by Roku (my.roku.com, manage your subscriptions)","value":"https://my.roku.com","purposes":["cancel_service"],"access":"login","source":"https://www.siriusxm.com/help/manage-or-cancel-service","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"chat"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online in the Account Center, by 24/7 chat, or by phone at least 24 hours before renewal; ask for the pro-rata refund if you are inside the refund window.","evidence":["confirmation number or email","date cancelled","radio ID (ESN or RID) or account number"],"steps":[{"do":"Sign in to the Online Account Center and cancel on the Subscriptions tab.","channel":"online-account"},{"do":"If you cannot cancel online, use chat or call. Have the account number or radio ID ready.","channel":"chat"},{"do":"Cancel at least 24 hours before the renewal date."},{"do":"If Apple, Google Play, Roku or T-Mobile bills you, cancel with them; deleting the app does not cancel.","channel":"apple-cancel"},{"do":"If you cancel within 7 days of a monthly plan start, or within 30 days of a non-monthly plan start or renewal charge, ask for the pro-rata refund."}],"facts":[{"kind":"deadline","claim":"\"You must cancel at least 24 hours before your upcoming renewal date\" to avoid renewal (Customer Agreement, section 4).","issues":["cancel_service"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Audio subscriptions: \"Your cancellation will become effective at the end of your current Subscription Period.\" Cancellations within a free trial may take effect immediately (section 3).","issues":["cancel_service"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Aviation, Marine, Infotainment and Commercial Fleet cancellations take effect on the date SiriusXM receives the request, and amounts paid in advance are refunded pro rata, less any applicable fees (section 3(c)).","issues":["cancel_service","refund_request"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Audio plans are non-refundable except a pro-rata refund on request within 7 days (monthly) or 30 days (non-monthly) of the start or renewal charge.","evidence":["plan start or renewal date","cancellation confirmation"],"steps":[{"do":"Cancel inside the window and ask for the pro-rata refund in the same contact.","channel":"chat"}],"facts":[{"kind":"deadline","claim":"Monthly audio plans cancelled within seven days of the start date get \"a pro-rata refund, if requested.\" Non-monthly audio plans cancelled within thirty days of the start or a renewal charge get a pro-rata refund if requested. After that, fees are non-refundable (section 3(b)).","issues":["refund_request"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"SiriusXM tells you when a price change takes effect; it applies from the next subscription period, and you may cancel before then.","evidence":["price change notice","last bill","offer terms"],"steps":[{"do":"If you reject the change, cancel before it takes effect.","channel":"chat"}],"facts":[{"kind":"policy","claim":"Price changes take effect \"at the start of your next Subscription Period,\" and SiriusXM \"will let you know the date on which any change will be effective\" (section 6(a)). Paid plans, including those that start with a free period, renew automatically at the rates in effect at renewal (section 2(b)).","issues":["bill_increase"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"},{"kind":"fee","claim":"\"Cancellation fees or early termination fees may be charged in connection with certain offers,\" as listed in the offer details. Plans with music channels may be charged a U.S. Music Royalty Fee (section 8(d)).","issues":["bill_increase","cancel_service"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Trial and extended service subscriptions included with a vehicle purchase do not automatically renew; service stops at the end of the stated term (section 2(c)).","issues":["cancel_service"],"source":"https://www.siriusxm.com/customer-agreement","last_verified":"2026-10-12"}],"known_blockers":["The Online Account Center needs sign-in. Phone lines are open 8 am-8 pm ET only.","Two different phone numbers are published for cancelling audio subscriptions (+1-866-635-8641 on the help page and +1-866-635-2349 in the Customer Agreement).","Subscriptions billed by Apple, Google Play, Roku or T-Mobile must be cancelled with that company."]},{"id":"sling-tv","name":"Sling TV","aliases":["sling","slingtv","sling.com","sling orange","sling blue","sling day pass"],"sector":"subscription","parent":"EchoStar Corporation","website":"https://www.sling.com","account_url":"https://www.sling.com/account","official_domains":["sling.com"],"regulators":["ftc"],"notes":"Sling TV is a live TV streaming service. EchoStar's website (checked 2026-10-13) describes EchoStar as \"the parent company of DISH Network, Boost Mobile, Sling TV, and Hughes Network Systems\"; DISH Network has a separate entry (dish-network). Sling's Help Center articles and Terms of Use (https://www.sling.com/offer-details/disclaimers/terms-of-use) render only in a browser, so on 2026-10-13 only their headings could be read: the Terms of Use, the help-article answers, the support phone number and chat hours were not checked. Values here come from Sling's home page, checkout billing page, offer details and account page.","channels":[{"id":"cancel-online","type":"portal","label":"Sling My Account, cancel subscription (online cancellation)","value":"https://www.sling.com/my-account/cancel/domestic/review","purposes":["cancel_service","free_trial_conversion","bill_increase"],"access":"login","notes":"Linked as \"Continue canceling\" from the Sling account page. Sling's pages say to cancel on Sling.com.","source":"https://www.sling.com/account","last_verified":"2026-10-13"},{"id":"pause-subscription","type":"portal","label":"Sling My Account, pause subscription (up to 3 months at no charge)","value":"https://www.sling.com/my-account/pause-subscription","purposes":["cancel_service"],"access":"login","notes":"After the pause, the regular monthly bill resumes unless you cancel online first.","source":"https://www.sling.com/account","last_verified":"2026-10-13"},{"id":"billing-details","type":"portal","label":"Sling My Account, billing details","value":"https://www.sling.com/my-account/billing-details","purposes":["billing_error","unauthorized_charge","refund_request","bill_increase"],"access":"login","source":"https://www.sling.com/account","last_verified":"2026-10-13"},{"id":"help-contact","type":"portal","label":"Sling Help Center, How to Contact Sling TV","value":"https://www.sling.com/help/en/contact-us","purposes":["cancel_service","refund_request","billing_error","unauthorized_charge"],"notes":"Sling's offer details link here as the Help Center contact page. The page renders only in a browser; its phone, chat and hours were not readable on 2026-10-13.","source":"https://www.sling.com/aemedge/modals/try-sling-offer-details","last_verified":"2026-10-13"},{"id":"help-cancel-article","type":"portal","label":"Sling Help Center, Pause or cancel your subscription (FAQ on refunds, deleted app, charges after cancelling)","value":"https://www.sling.com/help/en/account-questions/account-changes/pause-cancel-subscription","purposes":["cancel_service","refund_request"],"notes":"The page lists questions such as \"I deleted the app, will that cancel my subscription?\", \"I'm still being charged for a cancelled subscription, now what?\" and \"I don't see the option to cancel, now what?\". The answers render only in a browser and were not read on 2026-10-13.","source":"https://www.sling.com/help/en/account-questions/account-changes/pause-cancel-subscription","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"help-contact"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online in Sling My Account before the next billing date. Fees are charged monthly in advance and there is no refund for the rest of the month. A free pause of up to 3 months is offered instead.","evidence":["cancellation confirmation email or screen","date cancelled","billing details"],"steps":[{"do":"Sign in to Sling My Account and complete the cancellation (the account page links it as \"Continue canceling\").","channel":"cancel-online"},{"do":"Cancel before the next billing date to avoid another monthly charge.","channel":"cancel-online"},{"do":"If you pause instead, cancel online before the pause ends or the regular monthly bill resumes.","channel":"pause-subscription"},{"do":"If you cannot cancel online, use the Help Center contact page.","channel":"help-contact"}],"facts":[{"kind":"policy","claim":"\"Your credit card will be charged monthly for applicable subscription until you cancel your service.\" Sling's home page says to \"Cancel on Sling.com or visit our Help Center to contact us,\" and that you can add and drop services at any time with \"no long-term contracts.\"","issues":["cancel_service"],"source":"https://www.sling.com/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Sling's account page says: \"You can pause your subscription for up to 3 months at no charge.\" After the pause period you are charged your regular monthly bill unless you cancel online first.","issues":["cancel_service"],"source":"https://www.sling.com/account","last_verified":"2026-10-13"},{"kind":"policy","claim":"Monthly subscribers keep access until the period they paid for ends: \"You'll continue to have access to Sling until the period you've paid for ends and won't be charged again until you resubscribe.\" Read from search-result text for sling.com on 2026-10-13; the fetched sling.com pages did not show this FAQ text, so confirm it in the account after cancelling.","issues":["cancel_service"],"source":"https://www.sling.com/","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Sling does not refund or credit prepaid or partial months after cancellation; ask only about charges that are errors or that came after a completed cancellation.","evidence":["billing details","cancellation confirmation","card statement"],"steps":[{"do":"Check the charge in billing details against your cancellation date.","channel":"billing-details"},{"do":"For a charge after a completed cancellation or a billing error, contact Sling through the Help Center and ask for a refund of that charge.","channel":"help-contact"},{"do":"If Sling refuses a refund for a charge after a completed cancellation, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"\"Programming fees are charged monthly in advance and no credits or refunds will be issued for partial or prepaid months after cancellation.\"","issues":["refund_request","cancel_service"],"source":"https://www.sling.com/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Sling's checkout billing terms say: \"No refunds or credits for prepaid or partial months of service.\"","issues":["refund_request"],"source":"https://www.sling.com/cart/domestic/payment","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"Sling's introductory offer needs an email address and credit card and moves to the everyday monthly price after the first month unless you cancel online.","evidence":["offer terms at sign-up","sign-up date","cancellation confirmation","the first full-price charge"],"steps":[{"do":"Cancel online before the first month ends if you do not want to pay the everyday price.","channel":"cancel-online"}],"facts":[{"kind":"policy","claim":"Sling's offer details: \"Must provide email address and credit card.\" \"After one month, you will be billed for Sling monthly at the everyday price unless you go online to cancel.\" The offer is \"Available to new customers upon account activation. One per customer.\"","issues":["free_trial_conversion","bill_increase"],"source":"https://www.sling.com/aemedge/modals/try-sling-offer-details","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"After a promotional period Sling charges the regular monthly price automatically, and Sling says prices can change without notice; cancel online before the next billing date if you do not accept the new price.","evidence":["last bill before the increase","first bill after","offer terms"],"steps":[{"do":"Compare the charges in billing details.","channel":"billing-details"},{"do":"If you do not accept the new price, cancel online before the next billing date.","channel":"cancel-online"}],"facts":[{"kind":"policy","claim":"\"After any promotional period, you will automatically be charged monthly in advance\" until you cancel on Sling.com.","issues":["bill_increase"],"source":"https://www.sling.com/cart/domestic/payment","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"All prices, fees, charges, services, programming, features, functionality and offers subject to change without notice.\" State and local taxes apply.","issues":["bill_increase"],"source":"https://www.sling.com/aemedge/modals/try-sling-offer-details","last_verified":"2026-10-13"}]}],"known_blockers":["Online cancellation, pause and billing details need the account holder's Sling sign-in.","Sling's Help Center and Terms of Use render only in a browser; a support phone number and chat hours could not be verified.","Sling's pages checked here do not say how to cancel a subscription billed by an app store or device platform."]},{"id":"spotify","name":"Spotify","aliases":["spotify premium","spotify usa"],"sector":"subscription","parent":"Spotify USA Inc. (US contracting entity)","website":"https://www.spotify.com","account_url":"https://www.spotify.com/account","official_domains":["spotify.com"],"security":{"never_asks":[{"kind":"policy","claim":"Spotify says it will never ask by email for your payment info, password, or Social Security or tax identification number, will never request payment through a third party such as Western Union, and will never ask you to download anything from its emails. An email is suspicious if the sender address does not end in @spotify.com.","source":"https://support.spotify.com/us/article/spotify-email-legit/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Spotify","value":"spoof@spotify.com","purposes":["fraud"],"source":"https://support.spotify.com/us/article/spotify-email-legit/","last_verified":"2026-10-12"}]},"regulators":["ftc"],"channels":[{"id":"cancel-online","type":"portal","label":"Manage your plan (cancel Premium)","value":"https://www.spotify.com/account/subscription/manage/","purposes":["cancel_service"],"access":"login","notes":"Select Cancel subscription. If there is no option to change the plan, a partner company (for example a mobile or internet provider) bills you; its contact link is under Payment on this page.","source":"https://support.spotify.com/us/article/cancel-premium/","last_verified":"2026-10-12"},{"id":"support-message","type":"web_form","label":"Message Spotify Customer Support","value":"https://support.spotify.com/us/contact-spotify-support/","purposes":["billing_error","refund_request","cancel_service","unauthorized_charge"],"access":"login","notes":"The page redirects to Spotify sign-in. Spotify does not offer phone support.","source":"https://www.spotify.com/us/about-us/contact/","last_verified":"2026-10-12"},{"id":"support-anonymous","type":"web_form","label":"Contact Spotify (linked from the unexpected-charges article)","value":"https://support.spotify.com/contact-spotify-anonymous/","purposes":["unauthorized_charge"],"source":"https://support.spotify.com/us/article/unexpected-charges/","last_verified":"2026-10-12"},{"id":"spotifycares-x","type":"social","label":"SpotifyCares on X","value":"https://x.com/SpotifyCares","source":"https://www.spotify.com/us/about-us/contact/","last_verified":"2026-10-12"},{"id":"legal-notice-email","type":"email","label":"Legal notices to Spotify under the Terms","value":"tounotice@spotify.com","notes":"The Terms say notices to Spotify must be sent to this address. Use it for a formal written notice of dispute, not for routine support.","source":"https://www.spotify.com/us/legal/end-user-agreement/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Spotify USA Inc. mailing address","value":"Spotify USA Inc., 4 World Trade Center, 150 Greenwich Street, 62nd Floor, New York, NY 10007","source":"https://www.spotify.com/us/legal/end-user-agreement/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-message"},{"rung":"written_complaint","channel":"legal-notice-email"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel on the Manage your plan page; Premium continues to the next billing date. Partner-billed plans are cancelled with the partner.","evidence":["cancellation confirmation message or email","account page showing the plan switch date","any charge after that date"],"steps":[{"do":"Sign in, open Manage your plan and select Cancel subscription. Continue until you see the confirmation message.","channel":"cancel-online"},{"do":"If you cannot change the plan, a partner bills you. Use the partner's contact link under Payment on the account page."},{"do":"If charged after cancelling, check the Payment section on the account page. You may be signed in to a different account, or the charge may have processed just before you cancelled."},{"do":"If the charge is still wrong, message Customer Support.","channel":"support-message"}],"facts":[{"kind":"policy","claim":"Cancellation \"will take effect from the end of the billing period in which you cancel.\" The account then switches to Spotify Free.","issues":["cancel_service"],"source":"https://www.spotify.com/us/legal/end-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you cancel during a zero-priced free trial, the account switches to free immediately and the trial cannot be reactivated.","issues":["cancel_service"],"source":"https://support.spotify.com/us/article/cancel-premium/","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Check for an accidental sign-up or a family member using your card, then contact Spotify.","evidence":["receipt or bank statement with the charge (hide the full card number)","the email or phone you might have used"],"steps":[{"do":"Try to sign in at spotify.com/account with each email, phone number, Apple or Google sign-in you use. You may have signed up by accident."},{"do":"Ask family or friends whether they used your payment information. Spotify says they should cancel or change the payment method and reimburse you."},{"do":"If you still need help, contact Spotify with the receipt or statement.","channel":"support-anonymous"},{"do":"If Spotify does not reverse an unauthorized charge, dispute it with the card issuer."}]},{"issue":"refund_request","summary":"Spotify gives no refunds for partial periods; partner-billed refunds go to the partner.","evidence":["receipt","plan and billing date"],"steps":[{"do":"For Premium paid through a partner, ask the partner for a refund. Partner details are under Your plan on the account page."},{"do":"For a direct-billed charge you believe is wrong, message Customer Support with the receipt.","channel":"support-message"}],"facts":[{"kind":"policy","claim":"Spotify does \"not provide refunds or credits for any partial subscription periods,\" unless the Terms expressly say otherwise.","issues":["refund_request"],"source":"https://www.spotify.com/us/legal/end-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Premium payments made through a partner are handled by that partner, and Spotify says to contact the partner for refund requests. Store-bought gift cards are not refundable by Spotify.","issues":["refund_request"],"source":"https://support.spotify.com/us/article/refund-policy/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Spotify announces price changes in advance; they take effect at the start of the next subscription period.","evidence":["price change notice","last receipt"],"steps":[{"do":"If you do not accept the new price, cancel before the next subscription period starts.","channel":"cancel-online"}],"facts":[{"kind":"policy","claim":"Spotify will communicate price changes in advance. \"Price changes will take effect at the start of the next subscription period.\" The Terms state no specific number of days of notice.","issues":["bill_increase"],"source":"https://www.spotify.com/us/legal/end-user-agreement/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Trials convert automatically: Spotify may begin charging \"on the first day following the end of the Trial.\" The terms say \"YOU MUST CANCEL BEFORE THE END OF THE TRIAL\" to avoid the charge (Paid Subscription Terms, section 4).","issues":["cancel_service","refund_request"],"source":"https://www.spotify.com/us/legal/paid-subscription-terms/","last_verified":"2026-10-12"},{"kind":"contact","claim":"\"We currently don't offer support by phone.\" Spotify support is by message through the contact form.","issues":["billing_error"],"source":"https://support.spotify.com/us/article/contact-us/","last_verified":"2026-10-12"}],"known_blockers":["Cancellation and the support message form require sign-in.","Spotify has no phone support.","Plans billed by a partner (mobile or internet provider, Google Play billing) must be cancelled and refunded through that partner."]},{"id":"weightwatchers","name":"WeightWatchers","aliases":["ww","ww international","weight watchers","weightwatchers.com","ww app","weightwatchers clinic"],"sector":"subscription","parent":"WW International, Inc.","website":"https://www.weightwatchers.com/us","official_domains":["weightwatchers.com"],"regulators":["ftc"],"notes":"WW International, Inc. operates WeightWatchers. On May 6, 2025 it announced a Chapter 11 filing and said \"Operations for its members will continue as normal.\" The U.S. Bankruptcy Court for the District of Delaware (Case No. 25-10829) confirmed the plan on June 17, 2025, and the company emerged on June 24, 2025 (SEC Form 8-K). The WW Membership Agreement (last updated February 9, 2026) does not cover WW Clinic medical services, which have a separate WW Clinic Membership Agreement.","channels":[{"id":"cancel-online","type":"portal","label":"WeightWatchers online cancellation (cancel or switch membership)","value":"https://cmx.weightwatchers.com/cancellation","purposes":["cancel_service"],"access":"login","notes":"Linked from the WW Cancellation Policy page. The Membership Agreement says to cancel \"in the protected areas of the Site or Mobile App\", so sign-in is expected.","source":"https://www.weightwatchers.com/us/cancellation","last_verified":"2026-10-13"},{"id":"cancellation-policy","type":"web_form","label":"WW Cancellation Policy page (when cancellation takes effect; mentions 24/7 chat)","value":"https://www.weightwatchers.com/us/cancellation","purposes":["cancel_service"],"notes":"The page says you can contact WW by 24/7 chat for help but does not say where to start the chat.","source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"id":"customer-care-phone","type":"phone","label":"WW Customer Care (cancel, billing, refunds)","value":"+1-800-651-6000","purposes":["cancel_service","refund_request","billing_error","bill_increase"],"notes":"No hours are given in the Membership Agreement.","source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"id":"customer-care-mail","type":"mail","label":"WW Customer Care mailing address (written cancellation notice under state rights, section 24)","value":"WW International, Inc., 18 West 18th Street, New York, NY 10011, Attention. Customer Care","purposes":["cancel_service"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"customer-care-mail"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online (cmx.weightwatchers.com/cancellation), in the app, or by calling 1-800-651-6000 before the monthly processing date. Cancellation takes effect at the end of the current month, or at the end of the commitment period for a commitment plan.","evidence":["cancellation confirmation","date cancelled","plan type and start date","charges after that date"],"steps":[{"do":"Sign in and cancel on the online cancellation page or in the app.","channel":"cancel-online"},{"do":"If you cannot cancel online, call Customer Care. Ask when your current billing period ends.","channel":"customer-care-phone"},{"do":"Cancel before the monthly processing date. Allow up to 72 hours for processing."},{"do":"If you are charged for the next period after cancelling near the end of a billing period, ask Customer Care to reverse it, and do not use the service in that period.","channel":"customer-care-phone"}],"facts":[{"kind":"deadline","claim":"\"You may cancel a subscription before the applicable monthly processing date of your subscription, or in the case of a long-term commitment plan, before the end of the commitment period,\" in the protected areas of the Site or Mobile App or by contacting Customer Service (section 3.B).","issues":["cancel_service"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"policy","claim":"Cancellation takes effect \"at the end of your then-current subscription period, or in the case of a long-term commitment plan, at the end of the commitment plan period.\" WW \"will attempt to process all cancellation requests within 72 hours\" (section 3.B).","issues":["cancel_service"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"policy","claim":"Multi-month Commitment Plans end at the end of the Commitment Plan period; Pre-pay Savings Plans at the end of the initial plan period; standard one-month plans \"at the end of the membership month in which you cancel.\" After a commitment or prepaid period, cancellation takes effect at the end of the membership month.","issues":["cancel_service"],"source":"https://www.weightwatchers.com/us/cancellation","last_verified":"2026-10-13"},{"kind":"process","claim":"If you cancel near the end of a billing period \"and are inadvertently charged for the next period's fee, contact Customer Service to have the charges reversed.\" If you use the service during that next period, you are not entitled to a refund (section 3.B).","issues":["cancel_service","billing_error","refund_request"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"limit","claim":"On a long-term commitment plan, \"if you terminate your subscription, you must pay the applicable monthly subscription fee\" until the end of the billing or commitment period (section 4.A).","issues":["cancel_service","early_termination_fee"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Fees are not refundable once a billing period starts. Exceptions are cancellation within 3 days of the first purchase (or the period state law sets), medical reasons, relocation and Workshop closure. App Store purchases are not refundable by WW.","evidence":["purchase date","plan type","reason for cancellation (doctor's note","proof of move)","cancellation confirmation"],"steps":[{"do":"If you are inside 3 days of the first purchase (or your state's longer period), cancel and ask for the full refund. In listed states you may cancel by mail to Customer Care or by calling.","channel":"customer-care-phone"},{"do":"For a medical reason, a move or a Workshop closure, ask Customer Care for a refund and send proof.","channel":"customer-care-mail"}],"facts":[{"kind":"policy","claim":"The subscription fee \"is not refundable or cancellable once a billing period\" has started (section 4.A).","issues":["refund_request"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If you cancel under section 24 \"within 3 days (or such other period as required by law) of your initial purchase, we will refund the full amounts required by applicable law\" (section 4.A(3)).","issues":["refund_request","cancel_service"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"deadline","claim":"California and other listed states (section 24.A): you may cancel \"WITHOUT ANY PENALTY OR OBLIGATION\" before midnight of the third business day after the contract date, excluding Sundays and holidays, by signed notice to WW International, Inc., 18 West 18th Street, New York, NY 10011, Attention: Customer Care, or by calling 1-800-651-6000. Georgia allows seven business days (section 24.C).","issues":["cancel_service","refund_request"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"policy","claim":"Refunds apply when you cancel for \"a medical reason, relocation\" (a move of more than 15 miles from a Workshop location) or a Workshop closure, except fixed upfront fees (section 4.A(1)). If WW ends your membership for a reason other than your violation, it refunds the unused portion pro rata (section 4.A(2)).","issues":["refund_request"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"policy","claim":"New York (section 24.J): you may also cancel if a doctor's order says you cannot receive the services because of significant physical disability for more than six months, if you move more than twenty-five miles from any Workshop facility, or if the services stop being offered as stated.","issues":["cancel_service","refund_request"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"Purchases made within the Mobile Apps downloaded from the Apple® iTunes store are not refundable\" by WW (section 4.B).","issues":["refund_request"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"WW may change fees with at least 30 days' written notice. When a discount, prepayment or commitment plan ends, the membership renews at standard rates.","evidence":["price change notice","plan and offer terms","last charge before the increase"],"steps":[{"do":"If you do not accept the new price, cancel before the next monthly processing date.","channel":"cancel-online"},{"do":"Before a discount or commitment period ends, check the standard rate you will pay and cancel or change plans if needed.","channel":"customer-care-phone"}],"facts":[{"kind":"policy","claim":"WW \"may modify the subscription fees at any time upon at least thirty (30) days prior written notice\" (section 3.A). The renewal charge is the same as the prior period's \"unless we notify you in advance\" (section 2.C).","issues":["bill_increase"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"},{"kind":"policy","claim":"When a prepayment or commitment plan ends, or you no longer qualify for a discount, \"your membership will automatically be renewed at our standard membership rates\" (section 2.C). A joining or initial consultation fee may apply at sign-up (section 3.A).","issues":["bill_increase","cancel_service"],"source":"https://www.weightwatchers.com/us/termsandconditions/membership","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"On May 6, 2025 WeightWatchers announced a Chapter 11 filing and said \"Operations for its members will continue as normal.\"","issues":["company_shutdown"],"source":"https://abc13.com/post/weightwatchers-files-bankruptcy/16342430/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Bankruptcy Court for the District of Delaware (Case No. 25-10829) confirmed WW's plan on June 17, 2025, and the company emerged from Chapter 11 on June 24, 2025. The 8-K does not mention member subscriptions.","issues":["company_shutdown"],"source":"https://www.sec.gov/Archives/edgar/data/0000105319/000119312525146171/d906370d8k.htm","last_verified":"2026-10-13"}],"known_blockers":["Online cancellation is in the signed-in areas of the site or app.","The Cancellation Policy page mentions 24/7 chat but gives no chat link; no phone hours are published in the Membership Agreement.","WW says purchases made in its iOS app (Apple) are not refundable by WW (section 4.B).","WW Clinic (medical and medication) memberships have a separate agreement that this file does not cover."]},{"id":"youtube","name":"YouTube (Premium, Music Premium and YouTube TV)","aliases":["youtube premium","youtube music premium","youtube music","youtube tv","ytv"],"sector":"subscription","parent":"Google LLC","website":"https://www.youtube.com","account_url":"https://www.youtube.com/paid_memberships","official_domains":["youtube.com","google.com"],"regulators":["ftc"],"channels":[{"id":"paid-memberships","type":"portal","label":"YouTube Paid memberships page (cancel Premium or Music Premium)","value":"https://www.youtube.com/paid_memberships?noapp=1","purposes":["cancel_service"],"access":"login","notes":"Select the membership, Continue, choose a reason, then Yes, cancel. The Status field shows whether it is already cancelled.","source":"https://support.google.com/youtube/answer/6308278?hl=en","last_verified":"2026-10-12"},{"id":"premium-refund","type":"portal","label":"Request a YouTube Premium refund (signed-in account page)","value":"https://www.youtube.com/account","purposes":["refund_request"],"access":"login","source":"https://support.google.com/youtube/answer/12014038?hl=en","last_verified":"2026-10-12"},{"id":"youtube-contact","type":"web_form","label":"YouTube Help contact us","value":"https://support.google.com/youtube/gethelp","purposes":["refund_request","billing_error","cancel_service"],"source":"https://support.google.com/youtube/answer/6308278?hl=en","last_verified":"2026-10-12"},{"id":"ytv-cancel","type":"portal","label":"YouTube TV cancel or pause membership","value":"https://tv.youtube.com/cancel","purposes":["cancel_service"],"access":"login","notes":"Path is Profile photo, Settings, Membership, Manage, Cancel membership. Pauses last 4 weeks to 6 months and start after the current billing cycle.","source":"https://support.google.com/youtubetv/answer/7129668?hl=en","last_verified":"2026-10-12"},{"id":"ytv-refund","type":"web_form","label":"YouTube TV refund request","value":"https://youtube.com/refund/tv","purposes":["refund_request"],"access":"login","source":"https://support.google.com/youtubetv/answer/7298539?hl=en","last_verified":"2026-10-12"},{"id":"ytv-contact","type":"web_form","label":"YouTube TV contact us (chat options)","value":"https://support.google.com/youtubetv/gethelp","purposes":["billing_error","refund_request","cancel_service"],"access":"login","notes":"YouTube says to sign in to the YouTube TV account first, then select Contact us.","source":"https://support.google.com/youtubetv/answer/7247018?hl=en","last_verified":"2026-10-12"},{"id":"ytv-phone","type":"phone","label":"YouTube TV phone support (pause or customize plan)","value":"+1-833-389-2054","purposes":["cancel_service","price_negotiation","billing_error"],"source":"https://support.google.com/youtubetv/answer/7247018?hl=en","last_verified":"2026-10-12"},{"id":"unauthorized-charges","type":"web_form","label":"Google Payments unauthorized charge claim","value":"https://pay.google.com/payments/unauthorizedtransactions","purposes":["unauthorized_charge"],"notes":"File within 120 days of the transaction. You need the claim ID emailed to you to check status.","source":"https://support.google.com/youtube/answer/9346937?hl=en","last_verified":"2026-10-12"},{"id":"apple-cancel","type":"web_form","label":"Cancel a YouTube membership bought in the YouTube iOS app (Apple)","value":"https://support.apple.com/HT202039","purposes":["cancel_service"],"source":"https://support.google.com/youtube/answer/6308278?hl=en","last_verified":"2026-10-12"},{"id":"google-play-cancel","type":"web_form","label":"Cancel a YouTube membership billed through Google Play","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service"],"source":"https://support.google.com/youtube/answer/6308278?hl=en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"youtube-contact"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel Premium on the Paid memberships page and YouTube TV in Settings, Membership; benefits continue to the end of the billing period.","evidence":["cancellation confirmation","Status field on the Paid memberships page","any later charge"],"steps":[{"do":"For Premium or Music Premium, sign in and cancel on the Paid memberships page.","channel":"paid-memberships"},{"do":"For YouTube TV, cancel or pause at tv.youtube.com, Settings, Membership.","channel":"ytv-cancel"},{"do":"If you joined through the YouTube iOS app, cancel in your Apple account.","channel":"apple-cancel"},{"do":"If you pay through Google Play, cancel in Google Play subscriptions.","channel":"google-play-cancel"},{"do":"If you got YouTube TV through a mobile carrier or internet provider, cancel with that provider."}],"facts":[{"kind":"policy","claim":"After you cancel, you are not charged again unless you re-subscribe, and benefits continue \"until the end of the billing period.\"","issues":["cancel_service"],"source":"https://support.google.com/youtube/answer/6308278?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"After cancelling YouTube TV, \"you'll still have access to YouTube TV until the end of your payment period.\" Immediate removal requires contacting support.","issues":["cancel_service"],"source":"https://support.google.com/youtubetv/answer/7129668?hl=en","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"No refunds for partial periods; refunds are possible when features tied to the purchase do not work.","evidence":["receipt","description of the feature that did not work","dates"],"steps":[{"do":"For Premium, sign in at youtube.com/account and request a refund. You may qualify if videos or features tied to the purchase do not work.","channel":"premium-refund"},{"do":"For YouTube TV, use the refund request page. If granted, access ends immediately.","channel":"ytv-refund"},{"do":"For an immediate Premium cancellation with a refund when billed through Google Play, contact YouTube support.","channel":"youtube-contact"},{"do":"Apple-billed purchases follow Apple's refund policies; carrier- or provider-billed YouTube TV refunds go to that provider."}],"facts":[{"kind":"policy","claim":"\"You won't be refunded for the period between when you cancel and when your membership ends.\" \"Refunds are not available for partially used prepaid plans.\" (YouTube Premium)","issues":["refund_request"],"source":"https://support.google.com/youtube/answer/12014038?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"We do not give refunds or credits for partial billing periods.\" (YouTube TV) Card refunds typically take 3-5 business days and up to 10 business days.","issues":["refund_request"],"source":"https://support.google.com/youtubetv/answer/7298539?hl=en","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Confirm the GOOGLE*YouTube charge and rule out family purchases, then file a claim within 120 days.","evidence":["statement line reading GOOGLE*YouTube","date and amount","email used for the claim"],"steps":[{"do":"Check the statement. YouTube purchases show as GOOGLE*YouTube followed by the service name. If it does not match, contact your bank."},{"do":"Ask family members, including children, whether they made the purchase. For an accidental purchase, request a refund instead.","channel":"premium-refund"},{"do":"If no one you know made it, file an unauthorized charge claim within 120 days.","channel":"unauthorized-charges"}],"facts":[{"kind":"deadline","claim":"Report an unauthorized YouTube charge \"within 120 days of the transaction.\"","issues":["unauthorized_charge"],"source":"https://support.google.com/youtube/answer/9346937?hl=en","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"YouTube emails at least 30 days before a price increase.","evidence":["price increase email","last bill"],"steps":[{"do":"If you do not accept the new price, cancel on the Purchases and memberships page before the first billing cycle at the new price.","channel":"paid-memberships"},{"do":"For YouTube TV, call to ask about pausing or customizing the plan.","channel":"ytv-phone"}],"facts":[{"kind":"deadline","claim":"\"We'll notify you via email at least 30 days ahead of a price increase in your country/territory.\" The new rate applies from the first billing cycle at least 30 days after the increase.","issues":["bill_increase"],"source":"https://support.google.com/youtube/answer/12400348?hl=en","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"At the end of a free trial \"you will be automatically charged the price of the subscription.\" To avoid charges \"you must cancel your subscription before the end of the trial period\" (YouTube Paid Service Terms, section 3.2).","issues":["cancel_service","refund_request"],"source":"https://www.youtube.com/t/terms_paidservice","last_verified":"2026-10-12"}],"known_blockers":["Cancel, refund and contact pages need sign-in to the Google account that pays for the membership.","Memberships billed by Apple, Google Play, Pixel Pass, a mobile carrier or an internet provider must be cancelled and refunded through that party."]},{"id":"axs","name":"AXS","aliases":["axs group","axs group llc","axs.com","axs tickets"],"sector":"ticketing","parent":"AEG","website":"https://www.axs.com","regulators":["ftc"],"channels":[{"id":"helpline-phone","type":"phone","label":"AXS helpline (charges made in error, purchase questions)","value":"+1-888-929-7849","purposes":["billing_error","unauthorized_charge","refund_request","event_cancelled"],"notes":"The Purchase Agreement says \"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department\" and lists 1-888-929-7849 (also written 888.929.7849). It gives no hours. The email address is hidden behind an obfuscated link on the page and is not recorded here.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"id":"support-request-form","type":"web_form","label":"AXS Support request form (support.axs.com)","value":"https://support.axs.com/hc/en-us/requests/new","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Linked as \"Feedback\" in the footer of the AXS Purchase Agreement. support.axs.com refused automated access (HTTP 403) on 2026-10-13, so the form fields and any sign-in or bot check were not seen.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"support-contact","type":"portal","label":"AXS Support, Contact Us (select country)","value":"https://support.axs.com/hc/p/select_country","purposes":["event_cancelled","refund_request","billing_error"],"notes":"Linked as \"Contact Us\" and \"Help\" in the Purchase Agreement footer. A U.S. help article \"How do I contact Fan Support\" (https://support.axs.com/hc/en-us/articles/360033079634-How-do-I-contact-Fan-Support) and the refund article \"Can I cancel or refund my tickets\" (https://support.axs.com/hc/en-us/articles/200747305-Can-I-cancel-or-refund-my-tickets) exist, but their text could not be loaded (HTTP 403); a search-result summary mentioned live chat on the help page.","source":"https://www.axs.com/about-purchase-agreement_US_v5.html","last_verified":"2026-10-13"},{"id":"purchase-agreement-mail","type":"mail","label":"AXS Group LLC, questions about the Purchase Agreement","value":"AXS Group LLC, 425 West 11th Street, Suite 100, Los Angeles, CA 90015, Attn. Purchase Agreement - AXS","purposes":["refund_request","billing_error"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"helpline-phone"},{"rung":"written_complaint","channel":"support-request-form"},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"AXS says refunds will generally be issued if an event is cancelled and not rescheduled, but the Client (venue or promoter) decides, and AXS or the Client may keep fees. Primary tickets for suspended, postponed or rescheduled events are not refunded unless the Client offers it or the law requires it.","evidence":["order number","AXS or organizer cancellation notice","total paid including fees"],"steps":[{"do":"Check the event status on axs.com, and contact the venue or event organizer about new dates and whether a refund applies, as the Purchase Agreement advises."},{"do":"For a cancelled event that is not rescheduled, expect the refund to the payment method used for the purchase. If it does not arrive, contact AXS Support in writing with the order number.","channel":"support-request-form"},{"do":"Call the helpline if the written request gets no answer.","channel":"helpline-phone"},{"do":"If neither AXS nor the organizer refunds a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error) and report to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"\"Refunds will generally be issued if an event is canceled and not rescheduled\"; the Purchase Agreement adds that this \"is determined by our Clients, and not by AXS\", and that AXS or the Client \"reserves the right to retain various fees and charges paid by buyers or sellers on our Service\" even if an event is cancelled and not rescheduled. Refunds go to the payment method used for the purchase. No processing time is stated.","issues":["event_cancelled"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Refunds for Primary Ticket purchases are not available for suspended, postponed or rescheduled events\" unless offered by the Client or required by law. For a rescheduled event AXS will try to offer a ticket of the same value or in the same location, \"although that is not always possible.\"","issues":["event_cancelled"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"A changed or cancelled opening act or guest artist does not make the event cancelled, and gives no right to a refund or exchange. Online (virtual) events are not refunded unless the event is cancelled.","issues":["event_cancelled","refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resale on AXS: when a refund is due on a Resale Ticket, the reseller must refund the proceeds, and AXS may charge the reseller's account balance or payment method. The buyer's refund is issued to the payment method on file. An original purchaser's own refund may be withheld until they reimburse AXS for resale proceeds.","issues":["event_cancelled","refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"AXS purchases are final; tickets are not exchanged or refunded (and fees are not refunded) unless the terms or the Client's refund policy say otherwise.","evidence":["order number","the Client's refund policy shown at purchase"],"steps":[{"do":"Read the Client's refund policy for the event; buying the ticket means you agreed to it."},{"do":"Ask AXS Support in writing whether the Client offers a refund, quoting the order number.","channel":"support-request-form"}],"facts":[{"kind":"policy","claim":"\"Unless otherwise stated in our terms, tickets cannot be exchanged or refunded even if lost, stolen, damaged or destroyed, and fees cannot be refunded.\" By purchasing a ticket you agree to the refund policy of the associated Client, and AXS follows the Clients' instructions on refunds.","issues":["refund_request"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Call the AXS helpline about a charge made in error; if it is not corrected, dispute it with the card issuer.","evidence":["order confirmation with the fee breakdown","card statement"],"steps":[{"do":"Call the helpline about the charge. The Purchase Agreement says all fees and charges are disclosed during the purchase process.","channel":"helpline-phone"},{"do":"Put the complaint in writing through AXS Support.","channel":"support-request-form"},{"do":"If the charge is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report mandatory fees that were not in the advertised total price to the FTC (rule ftc-junk-fees-rule).","regulator":"ftc"}],"facts":[{"kind":"process","claim":"\"If you feel that a charge has been made to your Payment Method in error, call our helpline or email our customer service department.\" The helpline is 1-888-929-7849. The Purchase Agreement also says all fees and charges relating to your transaction will be disclosed during the purchase process.","issues":["billing_error","unauthorized_charge"],"source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Report an AXS charge you did not make to the card issuer at once, and tell the AXS helpline.","evidence":["card statement","any AXS order emails"],"steps":[{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Call the AXS helpline about the charge.","channel":"helpline-phone"},{"do":"If someone used your identity, report it to the FTC.","regulator":"ftc"}]}],"facts":[{"kind":"policy","claim":"The Purchase Agreement refers to the AXS Terms of Use, \"which include a mandatory arbitration provision\" and a class action waiver provision.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}],"known_blockers":["support.axs.com and the current Purchase Agreement page (axs.com/legal/purchase_agreement.html) refused automated access (HTTP 403) on 2026-10-13; a person may need to open them in a browser.","Refunds depend on the Client (venue or promoter); AXS follows the Client's instructions."],"notes":"Values come from the AXS Purchase Agreement – North America version last updated June 6th, 2024 (about-purchase-agreement_US_v8.html). The current Purchase Agreement page and support.axs.com blocked automated access, so a newer version may exist. No AXS page on phishing or a resale buyer guarantee was found.","official_domains":["axs.com"],"security":{"known_scams":[{"kind":"policy","claim":"AXS says \"Tickets obtained from unauthorized sources may be invalid, lost, stolen or counterfeit and if so, are void\", that it does not guarantee the authenticity of tickets from a non-authorized third-party reseller, and recommends buying directly through AXS, its Client or authorized partners.","source":"https://www.axs.com/about-purchase-agreement_US_v8.html","last_verified":"2026-10-13"}]}},{"id":"eventbrite","name":"Eventbrite","aliases":["eventbrite inc","eventbrite.com"],"sector":"ticketing","website":"https://www.eventbrite.com","account_url":"https://www.eventbrite.com/mytickets","regulators":["ftc"],"channels":[{"id":"contact-organizer","type":"web_form","label":"Contact the organizer (from your order in Tickets)","value":"https://www.eventbrite.com/mytickets","purposes":["refund_request","event_cancelled"],"access":"login","notes":"Log in, go to Tickets, select the order, select Contact the organizer, fill out the form and submit. Without a ticket, open the event page and select Contact, then Contact the organizer. Organizers set and issue refunds; Eventbrite says it cannot answer event questions on the organizer's behalf.","source":"https://www.eventbrite.com/help/en-us/articles/647151/how-to-contact-the-event-organizer/","last_verified":"2026-10-13"},{"id":"request-refund-in-tickets","type":"portal","label":"Request a refund from the order in Tickets","value":"https://www.eventbrite.com/mytickets","purposes":["refund_request","event_cancelled"],"access":"login","notes":"Go to Tickets, find the order, select the tickets and choose the request-refund option. The option appears only if the organizer allows refund requests for the event.","source":"https://www.eventbrite.com/help/en-us/articles/721549/can-i-get-a-refund/","last_verified":"2026-10-13"},{"id":"attendee-refund-request","type":"web_form","label":"Attendee Refund Request form (to Eventbrite, when the organizer declined or did not respond)","value":"https://www.eventbrite.com/attendee-refund-request","purposes":["event_cancelled","refund_request"],"access":"open","notes":"Asks for the order email address, the Order ID and up to 255 characters of additional information. For eligible orders only: the event was cancelled within the last 45 days, or postponed for more than 90 days without a new date; the organizer declined or did not respond; and the order used Eventbrite Payment Processing (the card statement shows \"EB\" and the event title). No sign-in or captcha was seen in the page text.","source":"https://www.eventbrite.com/help/en-us/articles/721549/can-i-get-a-refund/","last_verified":"2026-10-13"},{"id":"help-contact-us","type":"portal","label":"Eventbrite Help Center contact page","value":"https://www.eventbrite.com/help/en-us/contact-us/","purposes":["refund_request","account_access","billing_error","unauthorized_charge"],"access":"open","notes":"Lists no phone number, chat or email address. For refunds it links to the Attendee Refund Request form; for people who cannot log in it links to the Find tickets form (https://www.eventbrite.com/find-tickets/).","source":"https://www.eventbrite.com/help/en-us/contact-us/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"contact-organizer"},{"rung":"written_complaint","channel":"attendee-refund-request","note":"Only for eligible cancelled or long-postponed events after the organizer declined or did not respond."},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"Organizers must refund all orders when they cancel. Ask the organizer first; if the event was cancelled within the last 45 days (or postponed more than 90 days without a new date) and the organizer declines or does not answer within five business days, submit the Attendee Refund Request form to Eventbrite.","evidence":["order ID","order email address","the cancellation or postponement notice","card statement line starting \"EB\""],"steps":[{"do":"Request a refund from the order in Tickets, or contact the organizer from the order.","channel":"request-refund-in-tickets"},{"do":"Wait up to five business days for the organizer's answer.","channel":"contact-organizer"},{"do":"If the organizer declines or does not answer, and the event was cancelled within the last 45 days or postponed more than 90 days without a new date, submit the Attendee Refund Request form with the order email and Order ID.","channel":"attendee-refund-request"},{"do":"If the order did not use Eventbrite Payment Processing, Eventbrite cannot refund it; dispute the charge with the payment provider or card issuer (rule fcba-billing-error)."},{"do":"Report an organizer that keeps the money for a cancelled event to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"deadline","claim":"Eventbrite's refund article says an order may qualify for an Eventbrite-required refund if \"The event was cancelled within the last 45 days\" or \"The event has been postponed for more than 90 days without a new date scheduled\". The organizer should respond within five business days. If the organizer denies or does not respond, contact Eventbrite through the Attendee Refund Request form; \"you have 45 days and until the event is rescheduled to contact Eventbrite.\" Eventbrite can only refund payments processed using Eventbrite Payment Processing.","issues":["event_cancelled","refund_request"],"source":"https://www.eventbrite.com/help/en-us/articles/721549/can-i-get-a-refund/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Eventbrite's Cancelled Event Policy (events cancelled on or after April 15, 2021) says \"When organizers cancel their event, they must refund all attendees\". Cancelled means the event will not take place on the scheduled date and will not be rescheduled within 90 days. Eventbrite holds the event payout so refunds can be processed and \"reserves the right to issue refunds on their behalf and at cost to the organizer.\"","issues":["event_cancelled"],"source":"https://www.eventbrite.com/help/en-us/articles/724340/eventbrites-cancelled-event-policy/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Eventbrite's Postponed Event Policy (events postponed on or after April 1, 2023): organizers must give a new date within 90 days of announcing the postponement and may decide refunds at their discretion during days 0-90. During days 91-135 they must honor refund requests even if a new date has been set. From day 136 they must process refunds on request until the event is rescheduled. Organizers must respond to refund requests within five business days.","issues":["event_cancelled","refund_request"],"source":"https://www.eventbrite.com/help/en-us/articles/169121/eventbrites-postponed-event-policy/","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Each organizer sets its own refund policy, which must be posted on the event page; a \"no refunds\" policy is allowed but must still give refunds for cancelled or long-postponed events.","evidence":["order ID","screenshot of the refund policy on the event page","messages with the organizer"],"steps":[{"do":"Read the refund policy on the event page, then use the request-refund option in Tickets if it is shown.","channel":"request-refund-in-tickets"},{"do":"If there is no option, contact the organizer from the order.","channel":"contact-organizer"},{"do":"If the organizer changed its refund policy after you bought, quote the rule that policies may not be changed retroactively unless buyers are left equal or better off."}],"facts":[{"kind":"policy","claim":"Organizer refund policies must be posted on the event page, must explain how to get a refund, and must set a time frame for answering requests (first response within five business days). A \"no refund\" policy is allowed if labeled as such, but refunds are still required when the event is cancelled or otherwise not fully performed, or postponed and not rescheduled within 90 days. \"Refund policies may not be changed retroactively\" unless affected buyers are in an equal or better position.","issues":["refund_request","event_cancelled"],"source":"https://www.eventbrite.com/help/en-us/articles/827759/eventbrites-organizer-refund-policy-requirements/","last_verified":"2026-10-13"},{"kind":"fee","claim":"The organizer refund policy requirements say Eventbrite has no obligation to refund \"Event Proceeds or Eventbrite Fees\". The attendee refund and cancelled-event pages do not say whether Eventbrite's fees are returned to attendees.","issues":["refund_request","billing_error"],"source":"https://www.eventbrite.com/help/en-us/articles/827759/eventbrites-organizer-refund-policy-requirements/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Service (last updated August 20, 2025) say all transactions are between an Organizer and its Consumers and ask consumers to contact the event's Organizer with any refund requests (Section 14.3).","issues":["refund_request"],"source":"https://www.eventbrite.com/help/en-us/articles/251210/eventbrite-terms-of-service/","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Match the charge to an Eventbrite receipt; ask the organizer about ticket fees, and dispute an uncorrected error with the card issuer.","evidence":["Eventbrite receipt email","card statement line","event page price"],"steps":[{"do":"Find the Eventbrite receipt; Eventbrite emails a receipt for each charge to the account email."},{"do":"Ask the organizer to correct a ticket charge above the total shown at checkout.","channel":"contact-organizer"},{"do":"If it is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error). Eventbrite says chargebacks can be filed even if an event has a \"No Refund\" policy."},{"do":"Report mandatory fees that were not in the advertised total price to the FTC (rule ftc-junk-fees-rule).","regulator":"ftc"}],"facts":[{"kind":"process","claim":"Ticket purchases appear on statements as \"EVENTBRITE\", \"EVENTBRITE, SAN FRANCISCO CA\" or \"EB * [first 15 characters of the event title] SAN FRANCISCO CA\", whatever the event's location. American Express may show them as \"Business Services\". Charges processed by PayPal are handled through PayPal.","issues":["billing_error","unauthorized_charge"],"source":"https://www.eventbrite.com/help/en-us/articles/396688/what-is-this-charge-from-eventbrite/","last_verified":"2026-10-13"},{"kind":"process","claim":"Eventbrite, as Merchant of Record, manages chargebacks for organizers; the bank's review \"can take up to 120 days\". \"Chargebacks can be filed even if an event has a 'No Refund' policy.\"","issues":["billing_error","event_cancelled"],"source":"https://www.eventbrite.com/help/en-us/articles/545999/how-does-eventbrite-handle-chargebacks/","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Check the statement descriptor and your Eventbrite receipts; report a charge you did not make to the card issuer at once.","evidence":["card statement line","list of Eventbrite receipts in your email"],"steps":[{"do":"Compare the charge with the Eventbrite descriptors (EVENTBRITE or EB * plus the event title) and with the receipts in your email."},{"do":"If you did not make it, report it to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"If your account was used, change the Eventbrite password and tell Eventbrite through the Help Center.","channel":"help-contact-us"}],"facts":[{"kind":"policy","claim":"The Terms of Service say you must immediately notify Eventbrite of any unauthorized use of your password or account, or any other breach of security (Section 15.1).","issues":["unauthorized_charge","account_access"],"source":"https://www.eventbrite.com/help/en-us/articles/251210/eventbrite-terms-of-service/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The Terms of Service require binding individual arbitration or small claims court and waive class actions (Section 9). To opt out, email legal@eventbrite.com with the subject \"ARBITRATION AND CLASS ACTION WAIVER OPT-OUT\" within thirty (30) days of your first use of the Services or your agreement to the Terms, whichever is later (Section 9.12).","source":"https://www.eventbrite.com/help/en-us/articles/251210/eventbrite-terms-of-service/","last_verified":"2026-10-13"}],"tips":[{"kind":"community","text":"An email from Eventbrite's own system can still be phishing. Researchers reported in October 2024 that scammers created fake events to send phishing invitations from noreply@events.eventbrite.com that impersonated banks, energy companies and delivery services. Check the event and its links, not only the sender.","source":"https://www.helpnetsecurity.com/2024/10/29/eventbrite-phishing/","last_verified":"2026-10-13"}],"known_blockers":["Refund requests and Contact the organizer from an order need an Eventbrite login; people who cannot log in can use the Find tickets form.","Organizers, not Eventbrite, set and issue refunds; Eventbrite steps in only for eligible cancelled or long-postponed events paid through Eventbrite Payment Processing.","The Help Center lists no phone number, chat or email for attendees."],"notes":"Checked on eventbrite.com help pages on 2026-10-13. Eventbrite is a self-service platform: the organizer is the seller and sets the refund policy, within Eventbrite's minimum requirements for cancelled and postponed events.","official_domains":["eventbrite.com"],"security":{"never_asks":[{"kind":"policy","claim":"Eventbrite says it \"will never ask for your login details via email or any site other than Eventbrite\" (blog, June 28, 2025).","source":"https://www.eventbrite.com/blog/phishing-email-avoid-scams/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-an-event","type":"portal","label":"How to report an event on Eventbrite (help article)","value":"https://www.eventbrite.com/help/en-us/articles/212250/how-to-report-an-event-on-eventbrite/","purposes":["fraud"],"notes":"Listed under \"Report a violation\" in Eventbrite's Terms and policies topic; the article text was not checked.","source":"https://www.eventbrite.com/help/en-us/topics/terms-and-policies/","last_verified":"2026-10-13"}]}},{"id":"seatgeek","name":"SeatGeek","aliases":["seatgeek inc","seatgeek.com","seat geek"],"sector":"ticketing","website":"https://seatgeek.com","regulators":["ftc"],"channels":[{"id":"contact-support","type":"app","label":"Contact Support from the order (Event Experts)","value":"SeatGeek app or seatgeek.com > Tickets > select the order > Contact Support","hours":"9 AM to 1 AM EST","purposes":["event_cancelled","refund_request","unauthorized_charge","account_access"],"access":"login","notes":"Seen only as a search-result snippet; seatgeek.com and support.seatgeek.com blocked automated fetching (HTTP 403). The snippet says to tap Contact Support when viewing the order in the Tickets section; in the app, Help and Support is under the Me tab, and on the website the Support tab and help center offer chat. Phone support is available only within 7 days of your event for urgent issues (no number was shown). SeatGeek says its only official support channels are its app and website. For tickets bought from another seller, contact that original point of purchase.","source":"https://support.seatgeek.com/hc/en-us/articles/360007287753-How-do-I-contact-SeatGeek-customer-service","last_verified":"2026-10-13"},{"id":"help-center","type":"portal","label":"SeatGeek Help Center","value":"https://seatgeek.com/help","purposes":["event_cancelled","refund_request","unauthorized_charge"],"access":"open","notes":"Seen only in search results (the site returned HTTP 403 to automated fetching). Help articles also live at https://support.seatgeek.com/hc/en-us.","source":"https://seatgeek.com/help","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"contact-support"},{"rung":"written_complaint","channel":"contact-support","note":"Put the request in writing in the support chat or ticket and keep the transcript."},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"For an event officially cancelled and not rescheduled, the Buyer Guarantee gives a full refund of the purchase price to the original payment method or, where state law allows, a credit, at SeatGeek's choice. Postponed, TBD or rescheduled events are not refunded unless state law requires it.","evidence":["order number","the organizer's cancellation notice","total paid including fees","SeatGeek's cancellation email"],"steps":[{"do":"Confirm the event is officially cancelled and not rescheduled. For a postponed, TBD or rescheduled event the tickets usually stay valid; if you cannot go, resell them on the SeatGeek Marketplace."},{"do":"Wait for SeatGeek's notice about next steps, then check the order in your account.","channel":"contact-support"},{"do":"If you want money rather than a credit, ask in writing for a refund to the original payment method and mention any state law that requires a cash refund.","channel":"contact-support"},{"do":"If SeatGeek does not refund a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error)."},{"do":"Report the refusal to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"Seen only as a search-result snippet. SeatGeek's Buyer Guarantee says that if your event is officially canceled and not rescheduled, SeatGeek, in its sole discretion, will provide a full refund of the purchase price to your original payment method or, subject to applicable state laws, issue a credit for use on a future purchase. The snippet does not say whether service fees are part of the refund.","issues":["event_cancelled"],"source":"https://seatgeek.com/buyer-guarantee","last_verified":"2026-10-13"},{"kind":"policy","claim":"Seen only as a search-result snippet. SeatGeek's help article says that if your event is postponed, marked TBD or rescheduled, your tickets will usually remain valid for the new date, and that SeatGeek and its sellers are unable to offer refunds for postponed, TBD or rescheduled events unless state laws directly stipulate otherwise.","issues":["event_cancelled"],"source":"https://support.seatgeek.com/hc/en-us/articles/42099234367123-What-happens-if-my-event-is-postponed-or-rescheduled","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"If you can no longer attend, the optional Refundable Tickets add-on allows a refund, minus its service charge, when you cancel at least 48 hours before the event. Without it, resale on the SeatGeek Marketplace is the usual route.","evidence":["order number","proof that the Refundable Tickets add-on was bought","time of the cancellation request"],"steps":[{"do":"Check the order for the Refundable Tickets add-on. If you have it, cancel for any reason up to 48 hours before the event start time.","channel":"contact-support"},{"do":"Without the add-on, list the tickets for resale on the SeatGeek Marketplace."},{"do":"For a ticket that does not arrive or does not work, contact support from the order and ask for replacement tickets or a refund under the Buyer Guarantee.","channel":"contact-support"}],"facts":[{"kind":"policy","claim":"Seen only as a search-result snippet. SeatGeek's Refundable Tickets add-on lets you cancel for any reason up to 48 hours before the event start time and get a refund of the order, excluding the service charge. The service charge is not refundable unless the event is canceled and covered by the Buyer Guarantee, and it is not refundable for postponed events.","issues":["refund_request","event_cancelled"],"source":"https://support.seatgeek.com/hc/en-us/articles/42793369572115-What-are-Refundable-Tickets-on-SeatGeek","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires ticket resale platforms to show the total price, including mandatory fees, up front.","evidence":["screenshots of the listed price and the checkout total","order confirmation","card statement"],"steps":[{"do":"Compare the total price shown when you chose the tickets with the amount charged. Save screenshots."},{"do":"Ask SeatGeek support to refund any amount above the total price it showed.","channel":"contact-support"},{"do":"If SeatGeek does not correct it, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report hidden or misrepresented fees to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"The FTC's compliance FAQ says that effective May 12, 2025 the Rule on Unfair or Deceptive Fees covers any business that offers, displays or advertises live-event tickets, including third-party platforms and resellers in the secondary ticket market, and that they must tell people upfront the total price they will pay.","issues":["billing_error"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"If no one in your household bought tickets, report the charge to SeatGeek support and to the card issuer, and secure the account.","evidence":["card statement with the charge","SeatGeek order number if shown","account email"],"steps":[{"do":"Check whether anyone in your household bought live-event tickets recently."},{"do":"Report the unfamiliar purchase to SeatGeek support so it can investigate the charge.","channel":"contact-support"},{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Change to a strong, unique password, turn on two-factor authentication, and sign in only through the SeatGeek app or seatgeek.com."},{"do":"If it is fraud, report it at ReportFraud.ftc.gov.","regulator":"ftc"}],"facts":[{"kind":"process","claim":"Seen only as a search-result snippet. SeatGeek's help center says that if you see a charge you don't recognize and no one in your household has bought live event tickets recently, you should contact support so SeatGeek can investigate the charge.","issues":["unauthorized_charge"],"source":"https://support.seatgeek.com/hc/en-us/articles/360020332314-I-didn-t-place-this-order-How-can-I-report-an-unfamiliar-purchase","last_verified":"2026-10-13"}]}],"known_blockers":["seatgeek.com and support.seatgeek.com return HTTP 403 to automated fetching, so an agent may not be able to read the help center or the Buyer Guarantee directly.","Support is reached from the order inside the signed-in account (app or website); phone support is offered only within 7 days of the event for urgent issues."],"notes":"Checked 2026-10-13. Every SeatGeek value in this file (all but the FTC fee-rule fact) comes from search-result snippets of seatgeek.com and support.seatgeek.com pages, because both sites blocked automated fetching (HTTP 403) and archive copies could not be loaded. Confirm the wording on the live pages before quoting it in a dispute. A snippet from the SeatGeek help center also says official SeatGeek emails always come from an address ending in @seatgeek.com. No SeatGeek phone number, complaint email or mailing address was confirmed.","official_domains":["seatgeek.com"],"security":{"never_asks":[{"kind":"policy","claim":"Seen only as a search-result snippet. SeatGeek says it will never ask for passwords, full payment details or verification codes through social media or unofficial communication channels.","source":"https://support.seatgeek.com/hc/en-us/articles/28222417389843-How-to-spot-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Seen only as a search-result snippet. SeatGeek says it will never request payment through wire transfers or require gift cards or money orders to purchase, transfer or refund tickets.","source":"https://support.seatgeek.com/hc/en-us/articles/28222417389843-How-to-spot-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Seen only as a search-result snippet. SeatGeek warns that scammers create fake support phone numbers, email addresses, websites and social media accounts that pretend to be SeatGeek Support, to steal account credentials, get access to tickets, charge for fake support services or collect personal or financial information. Contact details found on third-party websites may not be legitimate.","source":"https://support.seatgeek.com/hc/en-us/articles/28222417389843-How-to-spot-scams","last_verified":"2026-10-13"}]}},{"id":"stubhub","name":"StubHub","aliases":["stubhub inc","stubhub holdings","stubhub.com","fanprotect"],"sector":"ticketing","parent":"StubHub Holdings, Inc.","website":"https://www.stubhub.com","account_url":"https://my.stubhub.com/profile","regulators":["ftc"],"channels":[{"id":"contact-customer-service","type":"chat","label":"Contact customer service (help center page with chat, email and phone options)","value":"https://support.stubhub.com/articles/61000309339-contact-customer-service","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Seen only as a search result: the page loads only with JavaScript and did not render for this check. Its snippet says customers can contact StubHub by chat, email or phone; no phone number was visible, so none is recorded here. StubHub's newsroom (May 21, 2026) says live chat is in the StubHub app or website and phone support is through the contact options in the account Help section; its August 31, 2026 post says Customer Care is available 24/7. Have the order number ready.","source":"https://support.stubhub.com/articles/61000309339-contact-customer-service","last_verified":"2026-10-13"},{"id":"help-center","type":"portal","label":"StubHub Support help center","value":"https://support.stubhub.com/","purposes":["event_cancelled","refund_request","billing_error"],"access":"open","notes":"JavaScript-only pages. The article \"Postponed, rescheduled, or canceled events\" (https://support.stubhub.com/articles/61000276300-postponed-rescheduled-or-canceled-events) explains credits and cash refunds for cancelled events; its text was seen only as a search-result snippet.","source":"https://support.stubhub.com/","last_verified":"2026-10-13"},{"id":"my-tickets","type":"portal","label":"My Tickets (order status, cancelled-event updates)","value":"https://my.stubhub.com/profile","purposes":["event_cancelled","refund_request"],"access":"login","notes":"StubHub's newsroom says to check My Tickets for an updated status on an affected event. StubHub Wallet (credits and the \"Request cash refund\" option) is also inside the signed-in account.","source":"https://newsroom.stubhub.com/2026/05/21/what-to-do-if-your-event-gets-cancelled-a-buyers-guide/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"contact-customer-service"},{"rung":"written_complaint","channel":"contact-customer-service","note":"Use the email option and quote the order number and the FanProtect Guarantee terms."},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general","note":"Several attorneys general have acted on StubHub refunds and fees (DC, California, Pennsylvania and a 2021 multistate group)."}],"playbooks":[{"issue":"event_cancelled","summary":"For an event cancelled and not rescheduled, FanProtect promises a refund. StubHub's terms let it choose a full refund (including fees) or a credit, and a credit can be turned into a cash refund from StubHub Wallet. Postponed or rescheduled events are not refunded; the tickets stay valid for the new date.","evidence":["order number","StubHub cancellation email","the organizer's cancellation notice","total paid including fees","any credit shown in StubHub Wallet"],"steps":[{"do":"Confirm that the organizer cancelled the event with no new date. If the event is postponed or rescheduled, the tickets stay valid and StubHub does not refund them; resell them if you cannot go."},{"do":"Check the event status in My Tickets.","channel":"my-tickets"},{"do":"If StubHub gave you a credit and you want money, open StubHub Wallet and select \"Request cash refund\" on that credit.","channel":"my-tickets"},{"do":"If nothing arrives within 5–10 business days after the cancellation is confirmed (StubHub's typical processing time), contact customer service with the order number and ask for a refund of the full amount, including fees.","channel":"contact-customer-service"},{"do":"If StubHub refuses a refund for an event that was cancelled and not rescheduled, dispute the charge with the card issuer within the deadline in rule fcba-billing-error."},{"do":"Report the refusal to the FTC and to your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"StubHub's FanProtect explainer (July 29, 2026) says that if an event is officially canceled and isn't rescheduled, you're entitled to a refund, and that if an event is postponed or rescheduled, your tickets stay valid for the new date.","issues":["event_cancelled"],"source":"https://newsroom.stubhub.com/2026/07/29/fanprotect-guarantee-explained/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Seen only as a search-result snippet (the page needs JavaScript): the FanProtect Guarantee terms say that for a cancelled event StubHub will provide a full refund of the full amount you paid on the site (including any fees and shipping/handling charges) or credit for use on a future purchase, as determined in its sole discretion, unless a refund is required by law.","issues":["event_cancelled"],"source":"https://my.stubhub.com/legal?section=fp","last_verified":"2026-10-13"},{"kind":"policy","claim":"Seen only as a search-result snippet: the FanProtect Guarantee terms say that, except when replacement tickets are required, StubHub does not provide refunds for postponed or rescheduled events, partial performances, or venue, date, lineup or time changes.","issues":["event_cancelled"],"source":"https://my.stubhub.com/legal?section=fp","last_verified":"2026-10-13"},{"kind":"process","claim":"Seen only as a search-result snippet: StubHub's help article on canceled events says that to receive a cash refund you go to StubHub Wallet and select \"Request cash refund\" on the appropriate credit, and StubHub issues the refund to the original payment method within 10 business days.","issues":["event_cancelled","refund_request"],"source":"https://support.stubhub.com/articles/61000276300-postponed-rescheduled-or-canceled-events","last_verified":"2026-10-13"},{"kind":"deadline","claim":"StubHub's buyer guide (May 21, 2026) says that for an officially cancelled event with no rescheduled date you receive a full refund, including all fees, to the original payment method or as StubHub credit, depending on your preference and the policy for your order, and that StubHub typically processes refunds within 5–10 business days once the cancellation is confirmed.","issues":["event_cancelled"],"source":"https://newsroom.stubhub.com/2026/05/21/what-to-do-if-your-event-gets-cancelled-a-buyers-guide/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The California Attorney General (August 22, 2024) says StubHub changed its policy in late March 2020 so that buyers of cancelled events received 120% credit for future StubHub purchases instead of a full refund, including buyers who bought under the original guarantee. StubHub reversed course in May 2021. The settlement memorializes $20 million in cash refunds to more than 45,000 California consumers, a $295,000 penalty, and bars StubHub from failing to honor its existing refund policy unless it is modified with the consumer's informed consent.","issues":["event_cancelled","refund_request"],"source":"https://oag.ca.gov/news/press-releases/attorney-general-bonta-announces-settlement-stubhub-over-ticket-refunds-during","last_verified":"2026-10-13"},{"kind":"policy","claim":"The DC Attorney General's multistate settlement (September 14, 2021, with Arizona, Arkansas, Colorado, Indiana, Maryland, Minnesota, New Hampshire, Ohio, Virginia and Wisconsin) requires StubHub to disclose refund policy changes clearly before consumers agree to them, honor its policies when events are cancelled, and promptly process refund requests. It covered tickets bought before March 25, 2020.","issues":["event_cancelled"],"source":"https://oag.dc.gov/release/ag-racine-announces-settlement-stubhub-over","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"FanProtect promises valid tickets in time for the event, or comparable replacement tickets or your money back. Report a ticket problem the same day.","evidence":["order number","screenshots of the ticket error or transfer","written or photo proof of denied entry","timeline"],"steps":[{"do":"Document the problem on the spot, for example a photo of the gate message or a screenshot of the ticket error."},{"do":"Contact StubHub as soon as possible, ideally the same day, and ask for comparable tickets or a refund under FanProtect.","channel":"contact-customer-service"},{"do":"If StubHub provides neither, dispute the charge with the card issuer (rule fcba-billing-error)."},{"do":"Report the problem to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"StubHub's FanProtect explainer (July 29, 2026) says your tickets will arrive in time for the event and be authentic and valid for entry, and that if there's a problem you'll receive comparable tickets or your money back.","issues":["refund_request"],"source":"https://newsroom.stubhub.com/2026/07/29/fanprotect-guarantee-explained/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"StubHub's guide to ticket guarantees (August 20, 2026) gives no formal claim deadline but says to document the problem on the spot and contact StubHub as soon as possible, ideally the same day. It lists a postponed or rescheduled event among situations guarantees generally aren't designed to cover.","issues":["refund_request","event_cancelled"],"source":"https://newsroom.stubhub.com/2026/08/20/understanding-ticket-guarantees-what-every-fan-should-know/","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires StubHub to show the total ticket price, including mandatory fees, up front. The FTC settled with StubHub in April 2026 over fees left out of early price displays; the DC Attorney General's 2024 drip-pricing lawsuit is still pending.","evidence":["screenshots of the listed price and the checkout total","order confirmation","card statement"],"steps":[{"do":"Compare the total price shown when you chose the tickets with the amount charged. Save screenshots."},{"do":"Ask StubHub to refund any amount above the total price it showed.","channel":"contact-customer-service"},{"do":"If you bought live-event tickets in the U.S. between May 12 and 14, 2025, StubHub refunds certain fees automatically under the FTC settlement; look for StubHub's email and check any contact in it against stubhub.com before you use it."},{"do":"If StubHub does not correct a charge above the agreed total, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report hidden or misrepresented fees to the FTC. District of Columbia and Pennsylvania residents can also complain to their attorney general, who has sued StubHub over its fees.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"On April 9, 2026 the FTC announced that StubHub will pay $10 million to settle charges that it violated the FTC Act and the Rule on Unfair or Deceptive Fees by advertising ticket prices, including high-demand NFL tickets around May 14, 2025, without the total price in its first pricing displays. The order bars StubHub from misrepresenting the total price or any fee and requires it to show the total price clearly and conspicuously.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2026/04/stubhub-refunding-10-million-fees-consumers-after-deceptive-ticket-pricing","last_verified":"2026-10-13"},{"kind":"compensation","claim":"The FTC says consumers who bought tickets for live events in the U.S. between May 12 and 14, 2025 do not need to take action: StubHub will automatically refund certain fees to eligible consumers within 90 days, and eligible customers will get an email from StubHub with a phone number and website.","issues":["billing_error"],"source":"https://consumer.ftc.gov/consumer-alerts/2026/04/did-you-buy-tickets-stubhub-between-may-12-14-last-year","last_verified":"2026-10-13"},{"kind":"process","claim":"The FTC case page lists FTC v. StubHub Holdings, Inc., No. 1:26-cv-02924 (S.D.N.Y.), status Under Order; the stipulated order was entered April 10, 2026.","issues":["billing_error"],"source":"https://www.ftc.gov/legal-library/browse/cases-proceedings/252-3117-stubhub-holdings-ftc-v","last_verified":"2026-10-13"},{"kind":"policy","claim":"The DC Attorney General sued StubHub on July 31, 2024 for drip pricing: advertising a low price and adding mandatory \"fulfillment and service\" fees late in checkout. The office estimates about $118 million in hidden fees on nearly 5 million tickets sold to District consumers since 2015 and seeks restitution and penalties.","issues":["billing_error"],"source":"https://oag.dc.gov/release/attorney-general-schwalb-sues-stubhub-deceptive","last_verified":"2026-10-13"},{"kind":"policy","claim":"StubHub's quarterly report for the period ended June 30, 2026 says the DC complaint was served on August 1, 2024, the matter is ongoing, and StubHub accrued a liability of $8.0 million for it. It also says the Monroe County (Pennsylvania) District Attorney's complaint about its all-in pricing feature survived a motion to dismiss on January 20, 2026, the Pennsylvania Attorney General joined with its own complaint, and on May 5, 2026 that office proposed a settlement with injunctive relief and restitution.","issues":["billing_error"],"source":"https://www.sec.gov/Archives/edgar/data/0001337634/000162828026056402/stub-20260630.htm","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Secure the StubHub account, tell StubHub about the charge, and report it to the card issuer quickly.","evidence":["card statement with the charge","StubHub order number if any","the suspicious message if you clicked a link"],"steps":[{"do":"If you clicked a link in a suspicious email or text, change the password on your real StubHub account at once. Sign in only by typing stubhub.com or using the StubHub app."},{"do":"Report the charge to StubHub customer service and ask for the order to be cancelled and refunded.","channel":"contact-customer-service"},{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"If it is fraud, report it at ReportFraud.ftc.gov.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"StubHub's safety guide (August 31, 2026) says U.S. credit card holders have recourse against fraudulent or unauthorized charges, that peer-to-peer payment apps generally aren't designed to reverse a transaction once it's sent, and that if you clicked a phishing link you should update the password on the real account immediately.","issues":["unauthorized_charge"],"source":"https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"StubHub's quarterly report for the period ended June 30, 2026 records $102.4 million of refund liabilities for canceled events. Its revenue policy describes cancellations that \"require a refund to the buyer for the total amount of their ticket purchase, inclusive of transaction fees\".","issues":["event_cancelled"],"source":"https://www.sec.gov/Archives/edgar/data/0001337634/000162828026056402/stub-20260630.htm","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"For a problem at the event, document it on the spot (a photo or screenshot) and contact StubHub as soon as possible, ideally the same day.","issues":["refund_request"],"source":"https://newsroom.stubhub.com/2026/08/20/understanding-ticket-guarantees-what-every-fan-should-know/","last_verified":"2026-10-13"},{"kind":"official","text":"A credit card gives more recourse than a peer-to-peer payment app if a ticket purchase goes wrong.","issues":["unauthorized_charge","refund_request"],"source":"https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/","last_verified":"2026-10-13"}],"known_blockers":["StubHub's help center (support.stubhub.com) and legal pages (stubhub.com/legal) render only with JavaScript; a plain HTTP fetch returns an empty page.","My Tickets, StubHub Wallet (credit and \"Request cash refund\") and the phone contact option are inside the signed-in account.","StubHub routes chat through the app or website; there is no published standalone complaint email or phone number on the pages that loaded."],"notes":"Checked 2026-10-13. StubHub's help center and FanProtect legal page did not render for automated fetching, so the FanProtect terms and the help article on canceled events are recorded from search-result snippets and marked as such. StubHub newsroom posts (May–August 2026) loaded and are used for current policy. The 2021 DC Attorney General release lists a StubHub phone number, but no current StubHub page that loaded showed it, so it is not recorded. A search snippet of StubHub's SMS terms says to text HELP to 788242 for help with StubHub texts (not confirmed on a loaded page). StubHub became a public company (StubHub Holdings, Inc.) and files reports with the SEC.","official_domains":["stubhub.com"],"security":{"never_asks":[{"kind":"policy","claim":"StubHub says that on StubHub you'll never be asked to send money through a peer-to-peer app or wire cash directly.","source":"https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"StubHub warns of phishing emails and texts that ask you to \"verify your account\" or \"confirm a purchase\", and of look-alike web addresses with a subtle typo or an extra word in the URL. Do not buy through links in unsolicited emails or texts.","source":"https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/","last_verified":"2026-10-13"}]}},{"id":"ticketmaster","name":"Ticketmaster","aliases":["ticketmaster llc","ticketmaster.com","live nation ticketmaster"],"sector":"ticketing","parent":"Live Nation Entertainment","website":"https://www.ticketmaster.com","account_url":"https://my.ticketmaster.com/account","regulators":["ftc"],"channels":[{"id":"fan-support-phone","type":"phone","label":"Ticketmaster Fan Support (customer service)","value":"+1-800-653-8000","hours":"Mon–Fri 9 a.m.–11:30 p.m., Sat 9 a.m.–10 p.m., Sun 9 a.m.–9 p.m. (the page says EST)","purposes":["event_cancelled","refund_request","billing_error","unauthorized_charge","account_access"],"notes":"Listed on the \"How to get help or contact us\" page as \"Call Us At 1-800-653-8000\".","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"chat-my-tickets","type":"chat","label":"Chat with Fan Support from the order in My Tickets","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["event_cancelled","refund_request","billing_error"],"access":"login","notes":"The contact page says \"Already have tickets? Sign in to chat.\" Find the order in My Tickets and select the Chat icon. People who cannot sign in use the contact-forms channel.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"contact-forms","type":"web_form","label":"Email Us and help forms (for people who cannot sign in or have no tickets)","value":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","purposes":["account_access","unauthorized_charge","refund_request"],"access":"open","notes":"The contact page offers \"Email Us\" for people who cannot sign in and need information, and says to submit a form if you do not have tickets to an event yet, need to reset your password, or cannot get into your account. The page shows no email address and no direct form URL; open the options from this page.","source":"https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us","last_verified":"2026-10-13"},{"id":"my-tickets-refund","type":"portal","label":"My Tickets (event status, Request Refund button when the organizer allows refunds)","value":"https://my.ticketmaster.com/account","purposes":["event_cancelled","refund_request"],"access":"login","notes":"The Request Refund button appears on the order only if the Event Organizer offers refunds. A confirmation email follows the request. The account URL is the \"My Account\" link in the help center footer.","source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"},{"id":"event-status-help","type":"portal","label":"Event change guidance (cancelled, postponed, rescheduled or moved events)","value":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","purposes":["event_cancelled"],"access":"open","source":"https://help.ticketmaster.com/hc/en-us/categories/13919047702033-Event-Updates","last_verified":"2026-10-13"},{"id":"data-incident-page","type":"portal","label":"Ticketmaster Data Security Incident (help article)","value":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","purposes":["unauthorized_charge","privacy_request"],"access":"open","notes":"Directs affected customers to Fan Support through the Contact Us page. No enrollment URL, code or deadline is shown.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"fan-support-phone"},{"rung":"written_complaint","channel":"chat-my-tickets","note":"Use chat from the order, or the Email Us option (contact-forms) if you cannot sign in. Keep the transcript."},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not refunded (rule fcba-billing-error)."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"A cancelled event is refunded automatically to the original payment method, usually 14–21 days after Ticketmaster receives the funds from the Event Organizer. For a postponed, rescheduled or moved event the tickets stay valid, and a refund is available only if the Event Organizer offers one.","evidence":["order number","Ticketmaster event-change email","the organizer's notice","total paid including fees and add-ons"],"steps":[{"do":"Check the event status and the notification email. Ticketmaster emails the options when the Event Organizer changes the status of an event.","channel":"event-status-help"},{"do":"For a cancelled event, take no action; the refund goes to the original payment method. The cancelled-event article lists MLB games, the Masters and the US Open Tennis Championships as exceptions; check that event's own help page."},{"do":"For a postponed, rescheduled or moved event, look for a Request Refund button on the order. If there is none, the organizer is not offering refunds and the tickets stay valid for the new date.","channel":"my-tickets-refund"},{"do":"If you received the tickets through Ticket Transfer, transfer them back to the original purchaser; only the original buyer gets refund options."},{"do":"If you bought at a venue box office, choose the refund option at the box office in person."},{"do":"If a cancelled-event refund has not arrived after 21 days, contact Fan Support with the order number.","channel":"fan-support-phone"},{"do":"If Ticketmaster still does not refund a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error), then report to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"deadline","claim":"For a cancelled event \"no action is required to obtain a refund\". The refund goes to the original payment method once Ticketmaster receives the funds from the Event Organizer and should appear within 14-21 days. MLB games, the Masters and the US Open Tennis Championships are excepted, and different rules apply to transferred and resold tickets.","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled","last_verified":"2026-10-13"},{"kind":"policy","claim":"Box office purchases for a cancelled event: you can choose your refund options in person, 30 days after the Event Organizer approves funds.","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled","last_verified":"2026-10-13"},{"kind":"policy","claim":"A postponed event means the Event Organizer is still deciding whether to reschedule or cancel. Tickets stay valid and refunds are available only if the organizer's policy allows; \"Refund policies are determined by the Event Organizers on an event-by-event basis.\"","issues":["event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784866185745-What-happens-if-my-event-is-postponed","last_verified":"2026-10-13"},{"kind":"policy","claim":"For a rescheduled or moved event, tickets \"(including any upgrades or add-ons, such as parking) are still valid for the new date\". In some instances the Event Organizer may give the option to request a refund; it goes to the original payment method and should appear within 5-7 business days. The page gives no deadline for the request.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9784889055889-What-happens-if-my-event-is-rescheduled-or-moved","last_verified":"2026-10-13"},{"kind":"policy","claim":"Resale on Ticketmaster: if a resold event is cancelled, Ticketmaster charges the seller's card on file to refund the buyer, and the buyer's refund should appear within 14-21 days after Ticketmaster receives funds from the Event Organizer. For a postponed, rescheduled or moved event, the seller is charged only if the organizer authorized refunds and the buyer requested one.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9715663040785-What-happens-if-I-ve-sold-my-tickets-and-the-event-is-canceled-postponed-or-rescheduled","last_verified":"2026-10-13"},{"kind":"policy","claim":"Third-party resale tickets sold on Ticketmaster: \"All third-party ticket sales are final unless the event is canceled.\" For a cancelled event Ticketmaster says it will fully refund you for the tickets after they are returned; classic hard-stock tickets must be mailed back.","issues":["event_cancelled","refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9781090147985-Third-Party-Resale-Tickets-Everything-You-Need-to-Know","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"All sales are final unless the Event Organizer allows refunds; when it does, a Request Refund button appears on the order and the refund covers the whole order.","evidence":["order number","confirmation email","the organizer's refund notice"],"steps":[{"do":"Sign in and open the order in My Tickets. Use the Request Refund button if it is shown; a confirmation email follows.","channel":"my-tickets-refund"},{"do":"Before you submit, check the request; refund requests are final and cannot be changed once started."},{"do":"If there is no button and you think a refund is owed, ask Fan Support by chat from the order or by phone.","channel":"chat-my-tickets"},{"do":"For tickets bought elsewhere and transferred to you, ask the original point of purchase."}],"facts":[{"kind":"policy","claim":"\"The Event Organizers determine refund guidelines.\" If the organizer offers refunds, a Request Refund button appears on the order in My Tickets; refunds go to the original payment method and should appear within 5-7 business days.","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9672063923345-How-do-I-know-if-my-order-is-eligible-for-refunds","last_verified":"2026-10-13"},{"kind":"policy","claim":"When refunds are authorized they apply to the entire order; partial refunds are not offered. Add-ons such as VIP Club, Lawn Chair, Parking and Fast Lane are refunded to the original payment method. Fan Club memberships and merchandise that has been shipped or delivered are not refundable. Organizer-approved automatic refunds should appear within 14-21 days of Ticketmaster receiving the funds.","issues":["refund_request","event_cancelled"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"All requests for refunds are final and cannot be changed once initiated.\"","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9785043299601-What-happens-when-my-refund-is-approved","last_verified":"2026-10-13"},{"kind":"policy","claim":"For tickets received through Ticket Transfer, Ticketmaster refunds the person who bought them directly from Ticketmaster; the recipient must transfer them back to the original purchaser.","issues":["refund_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9715611361425-Can-I-get-a-refund-if-I-receive-a-ticket-through-Ticket-Transfer","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires the total ticket price, with all mandatory fees, to be shown up front. Compare the advertised all-in price with the checkout total and the card statement.","evidence":["screenshot of the advertised price","order confirmation with the fee breakdown","card statement"],"steps":[{"do":"Compare the price shown when you chose the tickets with the total charged. Ticketmaster says the price shown covers face value and required fees; taxes are generally added separately."},{"do":"Ask Fan Support to correct a charge above the total you agreed to.","channel":"fan-support-phone"},{"do":"If it is not corrected, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report undisclosed mandatory fees to the FTC (rule ftc-junk-fees-rule) and to your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"fee","claim":"Ticketmaster's fee page says the face value is set by the Event Organizer, the upfront price \"covers both the face value and required fees\", and taxes are generally added separately. Service fees are negotiated and shared between parties to the event. A facility charge is set by the venue, and \"Ticketmaster does not keep any portion of the facility charge.\"","issues":["billing_error"],"source":"https://help.ticketmaster.com/hc/en-us/articles/9663528775313-How-are-ticket-prices-and-fees-determined-source-contact-faq","last_verified":"2026-10-13"},{"kind":"policy","claim":"16 CFR 464.2 requires a business that offers, displays or advertises live-event tickets to disclose the total price, including all mandatory fees, more prominently than other pricing information (rule ftc-junk-fees-rule, in effect since May 12, 2025).","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Dispute an unknown Ticketmaster charge with the card issuer at once, and tell Fan Support; customers whose data was in Ticketmaster's data security incident were offered identity monitoring.","evidence":["card statement","order numbers","Ticketmaster emails or letters about the data incident"],"steps":[{"do":"Check the orders in your Ticketmaster account. If you cannot sign in, use the account-access form on the contact page.","channel":"contact-forms"},{"do":"Report the charge to the card issuer at once (rules tila-unauthorized-card-liability and fcba-billing-error)."},{"do":"Call Fan Support to report unauthorized orders.","channel":"fan-support-phone"},{"do":"If Ticketmaster told you that your data was in its data security incident, ask Fan Support about the free 12-month identity monitoring.","channel":"data-incident-page"},{"do":"Report identity theft to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"Ticketmaster says it found unauthorized activity on an isolated cloud database hosted by a third-party data services provider. The data may include email, phone number and encrypted credit card information of some customers who bought tickets to North American events. Ticketmaster notifies affected customers by email or first-class mail and offers them a free 12-month identity monitoring service. It says Ticketmaster accounts were not affected.","issues":["unauthorized_charge","privacy_request"],"source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"DOJ antitrust case (U.S. and Plaintiff States v. Live Nation Entertainment, Inc. and Ticketmaster L.L.C., S.D.N.Y. 1:24-cv-03973-AS). The complaint was filed May 23, 2024. DOJ filed a Notice of Settlement on March 9, 2026, then a Proposed Final Judgment and Stipulation and Order on June 12, 2026 and a Competitive Impact Statement on June 29, 2026. As of 2026-10-13 the DOJ case page lists no final judgment.","source":"https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc","last_verified":"2026-10-13"},{"kind":"policy","claim":"The plaintiff states continued the trial without DOJ. On April 15, 2026 the jury returned a verdict that Live Nation had violated the antitrust laws through its monopoly power in the primary ticketing services market.","source":"https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A law-firm summary of the verdict (April 28, 2026) says the verdict form found the conduct overcharged fans in 22 states by $1.72 per ticket, and that the case moves to a remedy phase in which the court decides relief, which could include consumer damages and a possible breakup. Live Nation said it would renew its motion for judgment as a matter of law.","source":"https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FTC case: on September 18, 2025 the FTC and seven states (Virginia, Utah, Florida, Tennessee, Nebraska, Illinois and Colorado) sued Live Nation and Ticketmaster in the U.S. District Court for the Central District of California, alleging advertised prices lower than the amount consumers had to pay, misleading ticket-limit claims, and resale of tickets brokers obtained above artists' limits (FTC Act and BOTS Act). The FTC's case page (last updated September 30, 2026) lists an Order Denying Motion to Dismiss and shows the case as pending.","issues":["billing_error"],"source":"https://www.ftc.gov/legal-library/browse/cases-proceedings/ticketmaster","last_verified":"2026-10-13"}],"known_blockers":["Chat needs sign-in to the Ticketmaster account; people who cannot sign in must use the Email Us option or a form on the contact page.","The Request Refund button is inside the signed-in account and appears only when the Event Organizer offers refunds.","Refund requests are final and cannot be changed once submitted.","Refunds for transferred tickets go only to the original purchaser; box office purchases are refunded at the box office.","The Purchase Policy, Resale Purchase Policy and Terms of Use at legal.ticketmaster.com load their text through a script, and automated fetches see only the page frame."],"notes":"Checked on help.ticketmaster.com on 2026-10-13. The Purchase Policy and Resale Purchase Policy (both effective August 12, 2025) did not render for this check, so whether service, order processing or delivery fees are refunded for a cancelled event is not recorded; the help articles on cancelled events do not say. No Ticketmaster page describing a buyer guarantee for resale tickets was found. In the DOJ case, the DOJ settled in March 2026 (Tunney Act review of the Proposed Final Judgment pending as of this check) while the states won a jury verdict on April 15, 2026; the remedies phase was ongoing. The FTC's September 2025 case survived a motion to dismiss in late September 2026.","official_domains":["ticketmaster.com"],"security":{"known_scams":[{"kind":"policy","claim":"BBB (May 9, 2023): lookalike websites with names similar to Ticketmaster appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. BBB says to buy through the venue or its official site, check the URL closely and pay by credit card.","source":"https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticketmaster's data security incident page tells customers to be cautious of unsolicited emails from unknown senders, of links and attachments, and of requests for personal information over the phone.","source":"https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident","last_verified":"2026-10-13"}]}},{"id":"vivid-seats","name":"Vivid Seats","aliases":["vivid seats llc","vividseats","vividseats.com","vivid seats inc"],"sector":"ticketing","website":"https://www.vividseats.com","regulators":["ftc"],"channels":[{"id":"app-chat","type":"app","label":"Chat in the Vivid Seats app","value":"Vivid Seats app > chat","purposes":["event_cancelled","refund_request","billing_error"],"notes":"The Existing Orders contact page says \"Chat instantly in our app for the quickest solutions\" and links the app at https://corporate.vividseats.com/app/. The same page lists \"Hours of Operation: 24/7\" without saying which channel the hours apply to. Viewing existing orders on the website needs sign-in.","source":"https://www.vividseats.com/contact-us/existing-orders","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Customer care phone (the Terms give it for problems getting into an event)","value":"+1-866-848-8499","purposes":["refund_request","event_cancelled"],"notes":"The Global Terms (effective July 22, 2026) say that if you have difficulty gaining admission to an event, contact Vivid Seats immediately by calling 866.848.8499. No hours are given with the number.","source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"id":"support-ticket","type":"web_form","label":"Submit a ticket (Vivid Seats Customer Support)","value":"https://support.vividseats.com/support/tickets/new","purposes":["event_cancelled","refund_request","billing_error"],"access":"open","notes":"Fields include requester, subject, category, order number, description and a file attachment. No CAPTCHA or sign-in prompt was visible in the page content. Linked as \"New support ticket\" from the help center home page.","source":"https://support.vividseats.com/support/home","last_verified":"2026-10-13"},{"id":"support-email","type":"email","label":"Customer support email","value":"support@vividseats.com","purposes":["event_cancelled","refund_request","billing_error"],"notes":"The Terms tell buyers to \"promptly contact us at support@vividseats.com for assistance\". The privacy policy also uses this address for Rewards program requests.","source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"id":"help-center","type":"portal","label":"Vivid Seats help center (FAQ knowledge base)","value":"https://support.vividseats.com/support/home","purposes":["event_cancelled","refund_request","billing_error"],"access":"open","source":"https://www.vividseats.com/contact-us","last_verified":"2026-10-13"},{"id":"privacy-email","type":"email","label":"Privacy and security questions","value":"privacy@vividseats.com","purposes":["privacy_request","account_access"],"notes":"The privacy policy (last updated September 23, 2026) says to email this address with questions about security on Vivid Seats services, and for access, deletion, correction and opt-out requests.","source":"https://www.vividseats.com/privacy","last_verified":"2026-10-13"},{"id":"legal-department-mail","type":"mail","label":"Legal Department (arbitration opt-out notice by certified mail)","value":"Vivid Seats, LLC, Attention: Legal Department, 24 E. Washington St., Ste. 900, Chicago, IL 60602","notes":"The Global Terms give this address for the written arbitration opt-out, sent by certified mail within 30 days of first using the site. A separate event's terms on the same page give \"Floor 9\" instead of \"Ste. 900\".","source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"app-chat"},{"rung":"written_complaint","channel":"support-ticket"},{"rung":"payment_dispute","note":"Card dispute for a cancelled event that was not compensated (rule fcba-billing-error). The Terms threaten collection and account bans for chargebacks on charges Vivid Seats considers legitimate; keep proof that you followed the Terms."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"event_cancelled","summary":"For an event cancelled with no rescheduled date, Vivid Seats refunds the purchase price (including delivery charges, less possible restocking fees) or gives a credit, at its sole discretion. Return the tickets within two weeks of its notice. Postponed or rescheduled events with valid tickets get no refund unless the law requires one, for example in California.","evidence":["order number","Vivid Seats cancellation email","the organizer's cancellation notice","proof the tickets were returned","total paid including fees"],"steps":[{"do":"Confirm that the venue, team or performer officially cancelled the event with no new date. For a postponed or rescheduled event, the tickets stay valid for the new date."},{"do":"Wait for Vivid Seats' email with next steps after it confirms the cancellation, then return the tickets to Vivid Seats within two weeks of that notice."},{"do":"If you want money rather than a credit, or no compensation arrives, open a support ticket with the order number. California buyers can ask Vivid Seats to facilitate a refund request under California Business and Professions Code section 22507.","channel":"support-ticket"},{"do":"If the ticket gets no answer, use app chat or the support phone.","channel":"support-phone"},{"do":"If Vivid Seats does not compensate you for a cancelled event, dispute the charge with the card issuer (rule fcba-billing-error) and keep proof that you returned the tickets on time."},{"do":"Report the refusal to the FTC and your state attorney general.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"The Global Terms (effective July 22, 2026) say that if an event is cancelled with no rescheduled date, Vivid Seats will refund the purchase price (including delivery charges, less possible restocking fees) or issue a credit for use on a future purchase, as determined in its sole discretion. They do not say whether service fees are refunded.","issues":["event_cancelled"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Global Terms say that to qualify for compensation for a cancelled event, the buyer must return their tickets to Vivid Seats within two weeks of notice from Vivid Seats, and no refunds or other compensation will be given without the return of the original tickets unless Vivid Seats decides otherwise.","issues":["event_cancelled"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Global Terms say that if an event is postponed or rescheduled and the original tickets are valid for entry at the new event, the order will not qualify for a refund or other compensation, except where the law requires it, including in California.","issues":["event_cancelled"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Buyer Guarantee page says that if an event is canceled with no rescheduled date, you receive full compensation of the purchase price, as a refund or a credit for a future purchase determined at Vivid Seats' sole discretion; for rescheduled events it helps with ticket reissuing and with reselling tickets if the new date no longer works.","issues":["event_cancelled"],"source":"https://www.vividseats.com/guarantee","last_verified":"2026-10-13"},{"kind":"process","claim":"Vivid Seats' help article says compensation applies only to events officially cancelled by the venue, team or performer, that tickets are valid for a rescheduled date, and that Vivid Seats emails buyers once it confirms a cancellation or reschedule.","issues":["event_cancelled"],"source":"https://support.vividseats.com/support/solutions/articles/1000210787-will-i-receive-compensation-if-my-event-is-rained-out-postponed-or-rescheduled-","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Global Terms say that if a capacity reduction exceeds 15%, Vivid Seats may cancel affected seats or the whole event, and buyers whose tickets are cancelled under this clause are compensated.","issues":["event_cancelled"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"The 100% Buyer Guarantee promises tickets delivered in time or your money back. Report missing tickets within 48 hours of the event start and call at once if you are denied entry.","evidence":["order number","delivery emails or transfer screens","written proof from the venue of denied entry","a statement of what happened"],"steps":[{"do":"If the tickets have not arrived, notify Vivid Seats no later than 48 hours after the actual start time of the event.","channel":"support-ticket"},{"do":"If the tickets do not match the order, report it within 48 hours of delivery.","channel":"support-ticket"},{"do":"If you are denied entry, call Vivid Seats immediately, get proof from the venue that you were denied entry, and send it with a statement of what happened. Vivid Seats then sends a form to complete.","channel":"support-phone"},{"do":"If Vivid Seats refuses, dispute the charge with the card issuer (rule fcba-billing-error) and report it to the FTC.","regulator":"ftc"}],"facts":[{"kind":"deadline","claim":"The Global Terms say you must notify Vivid Seats if you do not receive your tickets within 48 hours of the actual start time of the scheduled or rescheduled event, and that you have 48 hours from the time of delivery to report any inconsistencies.","issues":["refund_request"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"kind":"compensation","claim":"The Global Terms say that if Vivid Seats finds you were denied entry through no fault of your own, your sole remedy is a full refund of the cost of the ticket (including all fees and delivery charges, less possible restocking fees). Denials for health or capacity reasons are excluded.","issues":["refund_request"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms say Vivid Seats guarantees that your tickets will be delivered in time for the event or your money back.","issues":["refund_request"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Vivid Seats says it uses all-in pricing, and since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires the total price up front. A higher charge than the total shown is a billing error.","evidence":["screenshots of the listed price and the checkout total","order confirmation","card statement"],"steps":[{"do":"Compare the total shown while shopping with the amount charged. Save screenshots."},{"do":"Ask Vivid Seats to refund the difference through a support ticket.","channel":"support-ticket"},{"do":"If it does not correct the charge, send a billing-error dispute to the card issuer (rule fcba-billing-error)."},{"do":"Report hidden or misrepresented fees to the FTC.","regulator":"ftc"}],"facts":[{"kind":"policy","claim":"Vivid Seats' help article says it uses All-In Pricing so that you see the cost of a ticket, including fees, once you start shopping, and that resellers set ticket prices, which may differ from face value.","issues":["billing_error"],"source":"https://support.vividseats.com/support/solutions/articles/1000210417-how-are-ticket-prices-determined-","last_verified":"2026-10-13"},{"kind":"policy","claim":"The FTC's compliance FAQ says that effective May 12, 2025 the Rule on Unfair or Deceptive Fees covers any business that offers, displays or advertises live-event tickets, including third-party platforms and resellers in the secondary ticket market, and that they must tell people upfront the total price they will pay.","issues":["billing_error"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The Global Terms say buyers agree not to seek a chargeback from a card issuer on legitimate charges. If a disputed charge is found valid, Vivid Seats may pursue payment (including fees) through collection agencies or legal action, refuse pending and future orders from the linked card or accounts, and relist and resell the disputed tickets.","issues":["event_cancelled","refund_request","billing_error"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Terms contain a binding individual arbitration clause (the event-specific terms on the same page name JAMS and waive class actions). To opt out, notify Vivid Seats in writing within 30 days of the date you first access or use the site, by certified mail to the Legal Department.","issues":["refund_request","billing_error"],"source":"https://www.vividseats.com/terms","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Vivid Seats says app chat is the quickest way to get a solution for an existing order.","issues":["event_cancelled","refund_request"],"source":"https://www.vividseats.com/contact-us/existing-orders","last_verified":"2026-10-13"}],"known_blockers":["The website's Existing Orders help needs sign-in (\"Log in to view existing orders\"); chat is in the mobile app.","Compensation for a cancelled event depends on returning the original tickets within two weeks of Vivid Seats' notice."],"notes":"Checked 2026-10-13 against vividseats.com/terms (Global Terms effective July 22, 2026), the Buyer Guarantee page, the contact pages and the help center. The pages do not state a credit percentage or expiry for cancelled-event credits, or whether service fees are refunded for a cancelled event (delivery charges are). No Vivid Seats page that loaded described phishing or impersonation scams, so there is no security section. The JAMS arbitration and chargeback text was read in the Global Terms and in event-specific terms on the same page.","official_domains":["vividseats.com"]},{"id":"booking-com","name":"Booking.com","aliases":["booking.com","booking dot com","booking com b v"],"sector":"travel_agency","parent":"Booking Holdings Inc.","website":"https://www.booking.com","account_url":"https://secure.booking.com/help.en-us.html","regulators":["us-dot","ftc"],"notes":"Booking.com B.V. runs the platform but is not a contractual party to accommodation bookings; the property's own cancellation policy decides fees and refunds. Most flights are sold through an unnamed third-party aggregator and are booked directly with the airline under its contract of carriage. Car rentals are paid to Booking.com Transport Limited as merchant of record. Terms updated August 25, 2025. Booking.com shows no phone digits on its public help pages; the number appears after sign-in or in the booking.","channels":[{"id":"help-center","type":"portal","label":"Booking.com Help Center (messaging to customer service after sign-in; 24-hour phone line shown in the booking)","value":"https://secure.booking.com/help.en-us.html","hours":"24/7","purposes":["reservation_problem","refund_request","flight_cancellation","poor_service"],"access":"login","notes":"The page offers \"Continue without an account\", but messaging an agent about a booking requires sign-in.","source":"https://secure.booking.com/help.en-us.html","last_verified":"2026-10-12"},{"id":"dispute-resolution-form","type":"web_form","label":"Dispute resolution center (complaints, pre-dispute Internal Review Procedure, arbitration opt-out)","value":"https://secure.booking.com/dispute_resolution.en-us.html","purposes":["refund_request","reservation_problem","poor_service","flight_cancellation"],"access":"open","notes":"No sign-in needed. For the mandatory pre-arbitration notice, start the message with \"Request Under Arbitration Agreement\" and include name, address, reservation email, reservation number, reservation date, Service Provider name, the complaint and the resolution sought. Save the support request ID.","source":"https://secure.booking.com/dispute_resolution.en-us.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center","note":"Contact the property or airline as well; it decides the refund."},{"rung":"written_complaint","channel":"dispute-resolution-form"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through Booking.com."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"dispute-resolution-form","note":"The Internal Review Procedure (60 days) must come first; small claims court is allowed."}],"playbooks":[{"issue":"refund_request","summary":"The property's cancellation policy decides the refund; ask the property and Booking.com, then use the dispute form in writing.","evidence":["confirmation number and PIN","cancellation policy in the confirmation email","cancellation confirmation","card statement"],"steps":[{"do":"Read the cancellation and no-show policy in the confirmation email."},{"do":"Cancel in the booking; ask the property and Booking.com customer service for any refund owed.","channel":"help-center"},{"do":"If not resolved, send a written complaint (topic \"Refunds\") through the dispute resolution form and save the request ID.","channel":"dispute-resolution-form"},{"do":"If the refund owed is not paid, dispute the charge with your card issuer (with the property if it charged you, or Booking.com if it charged you)."}],"facts":[{"kind":"policy","claim":"Booking.com's terms say any cancellation or no-show fee and any refund depend on the Service Provider's cancellation/no-show policy.","issues":["refund_request"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"For car rentals, Booking.com Transport Limited is merchant of record for payments taken at booking, and a car cancelled more than 48 hours before the rental starts gets a full refund.","issues":["refund_request"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Contact the property while there, then Booking.com customer service, then the dispute form.","evidence":["confirmation number","photos","messages with the property","receipts for a replacement stay"],"steps":[{"do":"Tell the property at once and ask for an equal room."},{"do":"Contact Booking.com customer service through the booking (24 hours a day) and ask for help with relocation or a refund.","channel":"help-center"},{"do":"Afterwards, send a written complaint (topic \"Reservation\") with evidence through the dispute resolution form.","channel":"dispute-resolution-form"}]},{"issue":"flight_cancellation","summary":"The airline's contract of carriage decides refunds; Booking.com may help change or cancel.","evidence":["booking reference","airline record locator","ticket number","airline cancellation notice"],"steps":[{"do":"Check the airline's contract of carriage for the cancellation or change rule."},{"do":"Ask Booking.com customer service to process the refund or change, and ask the airline directly if Booking.com cannot.","channel":"help-center"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Booking.com says most flights on its platform are provided via a third-party aggregator acting as an intermediary to the airline, and the cancellation policy is in the airline's contract of carriage; there may be a fee to change or cancel.","issues":["flight_cancellation"],"source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Booking.com's terms require binding individual arbitration administered by National Arbitration & Mediation under New York law, after a mandatory Internal Review Procedure of 60 days; small claims court is allowed.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An arbitration opt-out notice (\"Arbitration -- Opt-Out Notice\") must be sent through the Dispute Resolution page within 30 days after you first become subject to the agreement, by you personally.","source":"https://www.booking.com/content/terms.html","last_verified":"2026-10-12"}],"known_blockers":["Messaging customer service requires sign-in; the phone number is not on the public help page.","Arbitration opt-out notices sent by third parties (including agents) have no effect."],"official_domains":["booking.com"],"security":{"never_asks":[{"kind":"policy","claim":"Booking.com says it will never ask you to share credit card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your booking confirmation.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says its Customer Service representatives will only ask for your reservation ID and/or reservation PIN, and that you should not be asked for your Booking.com account password.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com says it will never ask you to share a credit card or gift card number over the phone; anyone who tells you to pay by gift card or give a card number by phone is likely a scammer.","source":"https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing messages, often sent through WhatsApp, claim to come from the property or from Booking.com, include believable stay details, and urgently ask you to re-share payment information to keep your booking.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Booking.com warns of fake property listings and of properties that ask for payment outside the payment policy in your booking confirmation or insist on communicating outside the Booking.com platform; do not share personal or financial details, and contact Customer Service.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"customer-service-help-center","type":"portal","label":"Report a suspected scam to Booking.com Customer Service","value":"https://secure.booking.com/help.html","notes":"Booking.com publishes no phishing email address. Its safety page says to report a suspected scam to Customer Service, which passes the report to its Security team.","source":"https://www.booking.com/trust-and-safety/travellers.html","last_verified":"2026-10-12"}]}},{"id":"expedia","name":"Expedia","aliases":["expedia.com","expedia inc"],"sector":"travel_agency","parent":"Expedia Group","website":"https://www.expedia.com","account_url":"https://www.expedia.com/lp/b/getintouch","regulators":["us-dot","ftc"],"notes":"Expedia Group also runs Hotels.com (operated by Hotels.com, LP), Orbitz, Travelocity and Vrbo. Those brands have their own sites, help centers and terms; this entry covers Expedia.com only. Expedia does not publish one general phone number: the contact page asks questions first and then shows the right number. Expedia warns that fake Expedia phone numbers circulate in search ads. Values come from expedia.com pages as shown in official-domain search results; expedia.com returned HTTP 429 to direct fetches.","channels":[{"id":"contact-page","type":"portal","label":"Expedia customer service (Virtual Agent chat, then phone number for your issue)","value":"https://www.expedia.com/lp/b/getintouch","hours":"24 hours, 365 days a year","purposes":["flight_cancellation","refund_request","reservation_problem","travel_credit"],"notes":"The Virtual Agent can hand over to a human agent. The phone number is shown after answering a few questions.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-10-12"},{"id":"traveler-support-mail","type":"mail","label":"Expedia Traveler Support (written questions and complaints)","value":"Attn Traveler Support, Expedia, Inc., 1111 Expedia Group Way W., Seattle, WA 98119","purposes":["refund_request","reservation_problem","flight_cancellation","poor_service"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (Legal Department; required before arbitration, by certified mail)","value":"Legal Department, Expedia, Inc., 1111 Expedia Group Way West, Seattle, WA 98119","purposes":["refund_request","flight_cancellation"],"notes":"Signed notice with your name, address, the email used for the reservation, the complaint and the resolution you want. Expedia has 60 days to resolve it before arbitration.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-page"},{"rung":"written_complaint","channel":"traveler-support-mail"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through Expedia."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-mail","note":"Notice of Dispute, 60 days, then individual AAA arbitration; small claims court is allowed."}],"playbooks":[{"issue":"flight_cancellation","summary":"The airline's rules decide the refund; ask Expedia to process it, and the airline directly if Expedia cannot see the refund.","evidence":["Expedia itinerary number","airline record locator","ticket number","airline cancellation or schedule change notice"],"steps":[{"do":"If you booked in the last 24 hours, check whether the airline allows a full-refund cancellation within the first day."},{"do":"Start a contact request with the Virtual Agent and ask for a refund to the original payment method, not a credit.","channel":"contact-page"},{"do":"If the airline cancelled the flight, also ask the airline directly; Expedia says it has no visibility of a travel provider's refund process."},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Expedia says some airlines let you cancel a flight for a full refund within the first day after booking; Basic Economy and other restrictive fares may not allow changes.","issues":["flight_cancellation","refund_request"],"source":"https://www.expedia.com/helpcenter/?product=Flights&productId=flight&articleId=16506","last_verified":"2026-10-12"},{"kind":"process","claim":"For no-shows or cancellations you may be entitled to a refund of airport taxes and fees, which you can request through the Help Center; Expedia submits the request to the airline.","issues":["flight_cancellation","refund_request"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Provider rules decide most refunds; Expedia's own fees are non-refundable unless the booking said otherwise.","evidence":["itinerary number","confirmation email with the cancellation policy","cancellation confirmation"],"steps":[{"do":"Check the cancellation rules in the itinerary or confirmation email."},{"do":"Cancel and track the refund with Expedia's self-service tools, or start a contact request.","channel":"contact-page"},{"do":"If unresolved, write to Traveler Support, then dispute the charge with your card issuer.","channel":"traveler-support-mail"}],"facts":[{"kind":"fee","claim":"Expedia's terms say its fees are not refundable unless stated otherwise during the booking process.","issues":["refund_request"],"source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Contact Expedia while the problem is happening; then put the refund request in writing.","evidence":["itinerary number","photos","receipts for replacement travel or lodging"],"steps":[{"do":"Ask the hotel or provider on the spot for an equal alternative."},{"do":"Contact Expedia through the contact page (24/7) for help with relocation or a refund.","channel":"contact-page"},{"do":"Afterwards send a written request for a refund and extra costs to Traveler Support.","channel":"traveler-support-mail"}]}],"facts":[{"kind":"policy","claim":"Expedia's Terms of Service require a signed Notice of Dispute by certified mail and a 60-day resolution period before individual AAA arbitration; either side may use small claims court, and proceedings must be individual, not class.","source":"https://www.expedia.com/lp/b/terms-of-service","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Expedia warns that fake Expedia phone numbers appear in search ads; start from expedia.com or the app to get the real number, and never pay by gift card or wire transfer after an unsolicited call.","source":"https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel","last_verified":"2026-10-12"}],"known_blockers":["No general phone number is published; the contact flow asks questions first, and agents may need the person to sign in.","expedia.com returns HTTP 429 to automated fetches."],"official_domains":["expedia.com"],"security":{"never_asks":[{"kind":"policy","claim":"Expedia says it will never ask for your password or one-time passcode, never ask for a wire transfer, and never ask you to buy a gift card to pay for your trip; it asks for credit card information only at check-out.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"}],"known_scams":[{"kind":"policy","claim":"Expedia warns that fake Expedia phone numbers circulate online, often through misleading search engine ads and even whole pages; verify that you are on Expedia's official website or app before you enter sensitive information.","source":"https://www.expedia.com/lp/b/getintouch","last_verified":"2026-05-18"},{"kind":"policy","claim":"A BBB scam alert quotes a traveler who searched online for an Expedia phone number to cancel a flight, reached an impostor who demanded a $150 fee, and then learned from the real Expedia that it was probably a scam.","source":"https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam","last_verified":"2026-10-12"}]}},{"id":"priceline","name":"Priceline","aliases":["priceline.com","priceline com llc","priceline penny"],"sector":"travel_agency","parent":"Booking Holdings Inc.","website":"https://www.priceline.com","account_url":"https://www.priceline.com/penny","regulators":["us-dot","ftc"],"notes":"priceline.com LLC runs Priceline. Help for existing trips starts with Penny, Priceline's AI assistant, which can modify itineraries, check refund status and connect to live agents (help.priceline.com redirects there). Express Deals are non-refundable. Values come from priceline.com pages as shown in official-domain search results; priceline.com returned HTTP 403 to direct fetches.","channels":[{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-service-email"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through Priceline."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-mail","note":"Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed."}],"playbooks":[{"issue":"flight_cancellation","summary":"Ask Priceline for the refund owed when the airline cancels; Express Deals and Cancellation Coverage have their own limits.","evidence":["Priceline trip number","airline confirmation code","ticket number","airline cancellation notice"],"steps":[{"do":"Ask Penny or customer service for a refund to the original payment method for the cancelled flight.","channel":"penny"},{"do":"If needed, contact the airline directly; Priceline's help center lists airline contacts."},{"do":"Put the request in writing by email with the airline's notice.","channel":"customer-service-email"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Priceline's optional Cancellation Coverage must be bought at booking; the trip must be cancelled on the Priceline website at least 24 hours before the first departure, the coverage cost is non-refundable, and airline-initiated cancellations are not covered by it.","issues":["flight_cancellation","refund_request"],"source":"https://www.priceline.com/static-pages/cancel-anytime.html","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Express Deals cannot be cancelled or refunded; other bookings follow the provider's rules.","evidence":["trip number","booking type (Express Deal or standard)","confirmation email","cancellation confirmation"],"steps":[{"do":"Check whether the booking is an Express Deal; those are non-refundable."},{"do":"For other bookings, cancel and check refund status with Penny, or call customer service.","channel":"penny"},{"do":"If unresolved, email customer service, then send a Notice of Dispute or dispute the charge with your card issuer.","channel":"customer-service-email"}],"facts":[{"kind":"policy","claim":"Priceline's terms say Express Deals flight reservations are non-cancelable, non-refundable, non-changeable and non-transferable, and the payment method is charged whether or not the booking is used.","issues":["refund_request","flight_cancellation"],"source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Contact the provider on the spot, then Priceline, then write.","evidence":["trip number","photos","receipts for replacement travel or lodging"],"steps":[{"do":"Ask the hotel, airline or car company on the spot for an equal alternative."},{"do":"Call Priceline customer service while the problem is happening.","channel":"customer-service-phone"},{"do":"Afterwards email a refund request with receipts.","channel":"customer-service-email"}]}],"facts":[{"kind":"policy","claim":"Priceline's terms require AAA arbitration with a class action waiver after a Notice of Dispute and 60 days; small claims court is allowed, and claims must be brought within two (2) years.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You can reject arbitration by certified mail to the notice address within 30 days of purchase or before using the purchased services, whichever comes first.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"known_blockers":["priceline.com returns HTTP 403 to automated fetches; the help center redirects to the Penny assistant.","Opting out of arbitration stops further purchases on the site until Priceline says otherwise."],"official_domains":["priceline.com"]},{"id":"aep","name":"American Electric Power","aliases":["AEP","AEP Ohio","Ohio Power Company","Appalachian Power","Indiana Michigan Power","I&M","Kentucky Power","Public Service Company of Oklahoma","PSO","Southwestern Electric Power Company","SWEPCO","AEP Texas"],"sector":"utility","website":"https://www.aep.com","notes":"AEP operating companies and their states: AEP Ohio (Ohio Power Company, Ohio), Appalachian Power (Virginia, West Virginia, Tennessee), Indiana Michigan Power (Indiana, Michigan), Kentucky Power (eastern Kentucky), Public Service Company of Oklahoma (Oklahoma), SWEPCO (Louisiana, Arkansas, East Texas and the north Texas Panhandle) and AEP Texas (south and west Texas). Each has its own website and phone number; use the one on the bill. Texas retail electric providers list AEP Texas as the delivery utility (TDU) for outages, so customers there are billed by their retail provider and complain about bills to that provider. State commissions include the Public Utilities Commission of Ohio (PUCO), Virginia State Corporation Commission, Public Service Commission of West Virginia, Tennessee Public Utility Commission, Indiana Utility Regulatory Commission, Michigan Public Service Commission, Kentucky Public Service Commission, Oklahoma Corporation Commission, Louisiana Public Service Commission, Arkansas Public Service Commission and Public Utility Commission of Texas.","channels":[{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"},{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"id":"aep-ohio-payment-arrangement","type":"portal","label":"AEP Ohio payment arrangement request","value":"https://www.aepohio.com/account/bills/pay/assistance/arrangement","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"},{"id":"aep-ohio-assistance-page","type":"portal","label":"AEP Ohio payment assistance (PIPP Plus, HEAP, Neighbor to Neighbor)","value":"https://www.aepohio.com/account/bills/pay/assistance/","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"},{"id":"appalachian-va-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Virginia) and emergencies","value":"+1-800-956-4237","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-tn-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Tennessee)","value":"+1-800-967-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-wv-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (West Virginia)","value":"+1-800-982-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-indiana-phone","type":"phone","label":"Indiana Michigan Power (Indiana) customer service and emergencies","value":"+1-800-311-4634","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-michigan-phone","type":"phone","label":"Indiana Michigan Power (Michigan) customer service","value":"+1-800-311-6424","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"kentucky-power-phone","type":"phone","label":"Kentucky Power Customer Solutions Center and emergencies","value":"+1-800-572-1113","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.kentuckypower.com/contact/","last_verified":"2026-10-12"},{"id":"pso-customer-phone","type":"phone","label":"PSO Customer Operations Center (833-PSO-POWR)","value":"+1-833-776-7697","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Spanish line 888-216-3505.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"pso-outage-phone","type":"phone","label":"PSO safety hazards and outages (833-PSO-OUTG)","value":"+1-833-776-6884","purposes":["service_outage"],"notes":"Spanish line 888-218-3924.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-customer-phone","type":"phone","label":"SWEPCO Customer Operations Center (East Texas, Louisiana, Arkansas)","value":"+1-888-216-3523","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-outage-phone","type":"phone","label":"SWEPCO emergencies and outages (East Texas, Louisiana, Arkansas)","value":"+1-888-218-3919","hours":"24 hours","purposes":["service_outage"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-panhandle-phone","type":"phone","label":"SWEPCO Customer Operations Center (North Texas Panhandle)","value":"+1-800-723-7430","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"aep-texas-phone","type":"phone","label":"AEP Texas customer service and emergencies","value":"+1-877-373-4858","hours":"24 hours for emergencies and hazards","purposes":["billing_error","poor_service"],"source":"https://www.aeptexas.com/contact/","last_verified":"2026-10-12"},{"id":"aep-texas-outage-phone","type":"phone","label":"AEP Texas outages (also SWEPCO North Texas Panhandle emergencies)","value":"+1-866-223-8508","purposes":["service_outage"],"source":"https://www.aeptexas.com/contact/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the operating company's number from this file or the bill."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"aep-ohio-customer-concerns-mail","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page."},{"rung":"state_agency","agency_kind":"utility_commission","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask the operating company to review the bill and test the meter; AEP Ohio's first meter test is free.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call the operating company and ask whether the reading was actual or estimated. Ask for a correction.","channel":"aep-ohio-phone","note":"Use your own operating company's number."},{"do":"Ask for a meter test. In Ohio you may be present at the test and get a written explanation of the results."},{"do":"In Ohio, if the call does not settle it, write to Customer Concerns, then contact the PUCO.","channel":"aep-ohio-customer-concerns-mail"},{"do":"If you buy power from another supplier in Ohio, ask that supplier about its charges (its number is on the AEP Ohio bill)."}],"facts":[{"kind":"fee","claim":"AEP Ohio: the first meter test is free; there may be a fee for additional tests in the following three years. If the meter is outside tolerance, the account is credited for overpayments and fees.","issues":["billing_error"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"AEP Ohio: file a complaint by calling customer service, through Contact Us at AEPOhio.com, or in writing to Customer Concerns. If it is not resolved, contact the PUCO.","issues":["billing_error","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment plan; in Ohio use the winter one-third plan, PIPP Plus or a medical certification.","evidence":["disconnection notice","account number","physician certification if it applies","income documents for PIPP Plus"],"steps":[{"do":"Call the operating company before the shutoff date and ask for a payment arrangement.","channel":"aep-ohio-payment-arrangement"},{"do":"In Ohio, from November 1 to April 15, ask for the Winter Heating Season Plan (pay one-third of the total bill each month).","channel":"aep-ohio-phone"},{"do":"If disconnection would be especially dangerous to someone's health, have a physician certify it."},{"do":"Apply for PIPP Plus, HEAP or Neighbor to Neighbor.","channel":"aep-ohio-assistance-page"}],"facts":[{"kind":"policy","claim":"AEP Ohio will not shut off service for unpaid bills if a physician certifies that it would be especially dangerous to the health of someone in the household; the limit is three 30-day medical certifications in a 12-month period.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"AEP Ohio: from November 1 through April 15, residential customers are mailed an additional 10-day disconnect notice before service may be shut off.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"AEP Ohio shuts off service only between 8:30 a.m. and 4 p.m. Monday through Thursday, and 8:30 a.m. to 12:30 p.m. on Friday and days before certain holidays.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"AEP Ohio offers a One-Ninth Payment Plan year round (nine equal monthly payments on the arrears plus a budget plan) and a Winter Heating Season Plan from November 1 through April 15 (one-third of the total bill each month).","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PIPP Plus (Ohio) is for households at or below 175 percent of the federal poverty guidelines; after 24 on-time, in-full payments in a row, the outstanding balance is eliminated.","issues":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"AEP Ohio's cash deposit is capped by PUCO rules; ask for the refund terms in writing.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"Ask the operating company when the deposit will be refunded and what interest applies.","channel":"aep-ohio-phone"}],"facts":[{"kind":"limit","claim":"AEP Ohio's cash deposit can't be more than an average 30-day bill plus 30 percent. Residential customers may offer a guarantor instead.","issues":["deposit_refund"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages online or to the operating company's emergency number.","evidence":["service address","outage start time"],"steps":[{"do":"Report the outage online (the /outages/report page on the operating company site) or call its emergency number.","channel":"aep-ohio-phone","note":"Use the outage or emergency number for your own operating company."}]}],"known_blockers":["The AEP Ohio customer handbook used here is marked Revised 11.23.2021. Check the current handbook for changes.","Outage status pages and most account changes need sign-in."],"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"security":{"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]}},{"id":"alabama-power","name":"Alabama Power","aliases":["Alabama Power Company"],"sector":"utility","parent":"Southern Company","website":"https://www.alabamapower.com","account_url":"https://customerservice2.southerncompany.com/Login?mnuOpCo=APC","notes":"Electric utility for most of Alabama. Regulated by the Alabama Public Service Commission, which approves Alabama Power's Rules and Regulations for Electric Service. Online account and contact forms run on Southern Company's customer service site.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report outages and emergencies","value":"+1-800-888-2726","hours":"24/7","purposes":["service_outage"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to APCOUT (272688) to report an outage","value":"272688","purposes":["service_outage"],"notes":"Text ENROLL to the same number to sign up for outage alerts.","source":"https://www.alabamapower.com/news/company/find-out-all-the-ways-we-serve-you.html","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"},{"id":"payment-assistance-page","type":"portal","label":"Payment assistance programs","value":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"},{"id":"project-share-phone","type":"phone","label":"Project SHARE applications (The Salvation Army, for customers 60 or older or disabled)","value":"+1-205-328-2420","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Alabama Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask for a meter test; it is free if the meter was not tested in the last 12 months, and a meter off by more than 2% gets up to 36 months of adjustment.","evidence":["the bill","meter readings","earlier bills","date of the last meter test if known"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a correction.","channel":"customer-service-phone"},{"do":"Ask for a meter test. Ask when the meter was last tested so you know whether the $40 charge can apply.","channel":"customer-service-phone"},{"do":"If the test shows more than 2% error, ask for the bill adjustment and choose a bill credit or a lump-sum refund."},{"do":"If not resolved, ask for a supervisor, then complain to the Alabama Public Service Commission."}],"facts":[{"kind":"fee","claim":"Alabama Power tests a meter on request at no charge if it has not tested that meter in the 12 months before the request. For a more frequent test, the charge is $40.00 if the meter tests within range.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"A meter is accurate if within two percent (2%) fast or slow. Otherwise Alabama Power adjusts billing for the most recent thirty-six (36) month period at most.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Refunds for a fast meter are made as a credit on the next bill or as a lump sum within forty-five (45) days of confirmation of inaccurate billing, by mutual agreement.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a meter cannot be read on the scheduled date, Alabama Power estimates the month's use from the customer's usage in previous months.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for an extension before the notice expires; extreme weather and certified life support equipment postpone residential disconnection.","evidence":["disconnection notice","account number","physician verification of life support equipment if it applies"],"steps":[{"do":"Call before the due date and ask for an extension of time to pay.","channel":"customer-service-phone"},{"do":"If someone uses life support equipment, ask for life support status. Alabama Power may ask for a certified statement and then asks the physician to verify.","channel":"customer-service-phone"},{"do":"Ask Alabama Power in writing to record age or disability, so it makes special efforts to contact you before disconnection, and add a third party to receive copies of disconnect notices."},{"do":"Apply for Project SHARE or other assistance.","channel":"payment-assistance-page"}],"facts":[{"kind":"deadline","claim":"Alabama Power gives at least five (5) calendar days' written notice before disconnecting for a delinquent bill. The customer can pay the full delinquent amount at any time before the actual disconnection.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"No service is disconnected for nonpayment after 3:30 p.m. on a day before a day when Alabama Power's office is closed.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power postpones residential disconnection for nonpayment during extreme weather, including a forecast of 32 degrees F or below, 98 degrees F or above, or a National Weather Service or Health Department heat advisory.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power temporarily postpones residential disconnection for nonpayment when a physician has verified in writing that the household needs life support equipment (a medical device run 24 hours a day to avoid loss of life).","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"Reconnection after disconnection for nonpayment costs $50.00 during normal business hours and $75.00 after hours, weekends and holidays. The late fee is the greater of 1.5% of the delinquent amount or $2.00.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Customers who receive SSI or Medicaid for Low Income Families (MLIF) may save $14.50 each month on their power bill.","issues":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Residential deposits come back as a bill credit after a good payment record, or on the final bill.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"Ask customer service when the deposit and interest will be credited. Quote Rule 2.3 of the Rules and Regulations.","channel":"customer-service-phone"},{"do":"After closing the account, check that the deposit plus interest, less amounts owed, was paid."}],"facts":[{"kind":"limit","claim":"The residential deposit is twice the average monthly bill for the residence, and is required only when credit is not established.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Rules and Regulations refund a residential deposit plus interest as a bill credit after it has been held for twenty-four (24) months with no delinquent payments in the last twelve (12) months.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power's residential FAQ says a customer is eligible for a deposit refund, with interest, after 12 consecutive months of on-time payments.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report by phone, text or the app.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line or text OUT to APCOUT (272688).","channel":"outage-phone"}]}],"tips":[{"kind":"official","text":"The Rules and Regulations (deposit held 24 months) and the residential FAQ (12 months of on-time payments) give different deposit refund periods. Ask Alabama Power which one applies to the account.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}],"known_blockers":["The online contact form and account tools run on a JavaScript site that agents may not be able to use."],"official_domains":["alabamapower.com","southerncompany.com","southernco.com"],"security":{"never_asks":[{"kind":"policy","claim":"Alabama Power will never ask for immediate payment or for personal information, such as bank account details or credit card numbers, over the phone or by text.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never demand immediate payment at the door. Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]}},{"id":"ameren","name":"Ameren","aliases":["Ameren Missouri","Ameren Illinois"],"sector":"utility","website":"https://www.ameren.com","notes":"Electric and gas utility with two operating companies: Ameren Missouri and Ameren Illinois. Programs differ by state; the website shows Missouri or Illinois content based on a location selector. Regulators: Missouri Public Service Commission; Illinois Commerce Commission.","channels":[{"id":"illinois-phone","type":"phone","label":"Ameren Illinois residential customer service","value":"+1-800-755-5000","hours":"Monday to Friday, 7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.ameren.com/customer-service","last_verified":"2026-10-12"},{"id":"missouri-phone","type":"phone","label":"Ameren Missouri residential customer service (also to request medical registry and Caring Contact forms)","value":"+1-800-552-7583","hours":"Monday to Friday, 7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.ameren.com/customer-service","last_verified":"2026-10-12"},{"id":"illinois-mail","type":"mail","label":"Ameren Illinois correspondence","value":"Ameren Illinois, PO Box 88034, Chicago, IL 60680-1034","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.ameren.com/customer-service","last_verified":"2026-10-12"},{"id":"missouri-mail","type":"mail","label":"Ameren Missouri correspondence","value":"Ameren Missouri, PO Box 790098, St. Louis, MO 63179-0098","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.ameren.com/customer-service","last_verified":"2026-10-12"},{"id":"outage-center","type":"web_form","label":"Report an outage (Outage Center)","value":"https://www.ameren.com/outages","purposes":["service_outage"],"notes":"The outage page lists no phone number; it points to the Report Outage link and the Ameren app.","source":"https://www.ameren.com/outages","last_verified":"2026-10-12"},{"id":"payment-agreements","type":"portal","label":"Deferred payment agreements (sign in to set up)","value":"https://www.ameren.com/bill/assistance/agreements","purposes":["disconnection"],"access":"login","source":"https://www.ameren.com/bill/assistance/agreements","last_verified":"2026-10-12"},{"id":"assistance-page","type":"portal","label":"Energy assistance programs (LIHEAP, Keeping Current, Dollar More, discounts)","value":"https://www.ameren.com/bill/assistance","purposes":["disconnection"],"source":"https://www.ameren.com/bill/assistance","last_verified":"2026-10-12"},{"id":"health-support-page","type":"portal","label":"Health support (Medical Hardship Extension, Medical Equipment Registry, Caring Contact)","value":"https://www.ameren.com/bill/assistance/health","purposes":["disconnection","service_outage"],"source":"https://www.ameren.com/bill/assistance/health","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"missouri-phone","note":"Illinois: illinois-phone."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"missouri-mail","note":"Illinois: illinois-mail. Ameren publishes no separate complaint channel."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Missouri Public Service Commission; Illinois Commerce Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute with Ameren by phone and in writing, then with the state commission.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call customer service for your state. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":"missouri-phone","note":"Illinois customers use illinois-phone."},{"do":"Send the dispute in writing to the correspondence address for your state.","channel":"missouri-mail"},{"do":"If not resolved, complain to the Missouri Public Service Commission or the Illinois Commerce Commission."}]},{"issue":"disconnection","summary":"Set up a deferred payment agreement (smaller down payment in winter), apply for assistance, and have a medical provider request a Medical Hardship Extension.","evidence":["disconnection notice","account number","LIHEAP application","medical provider letter"],"steps":[{"do":"Sign in and set up a deferred payment agreement before the disconnection date.","channel":"payment-agreements"},{"do":"Apply for LIHEAP and Ameren's assistance programs.","channel":"assistance-page"},{"do":"If someone's health is at risk, have the medical provider send the Medical Hardship request on Ameren's form or on official letterhead.","channel":"health-support-page"}],"facts":[{"kind":"policy","claim":"A Deferred Payment Agreement needs a payment of 25% of the past-due amount (April 1 to November 30) or 10% (December 1 to March 31). LIHEAP-qualified customers may be required to pay 20%.","issues":["disconnection"],"source":"https://www.ameren.com/bill/assistance/agreements","last_verified":"2026-10-12"},{"kind":"policy","claim":"Outside the Cold Weather Rule period, the full past-due balance must be paid before a new agreement can be made. During the Cold Weather Rule, an agreement can be set up once the minimum amount for reconnection is received.","issues":["disconnection"],"source":"https://www.ameren.com/bill/assistance/agreements","last_verified":"2026-10-12"},{"kind":"process","claim":"For a Medical Hardship Extension, the customer's medical provider must send the request on Ameren's form or on official letterhead with the required details.","issues":["disconnection"],"source":"https://www.ameren.com/bill/assistance/health","last_verified":"2026-10-12"},{"kind":"policy","claim":"Ameren Illinois residential customers who meet the income-eligible requirements have deposits for new service and late payment charges waived.","issues":["disconnection","deposit_refund"],"source":"https://www.ameren.com/bill/assistance","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Dollar More gives eligible customers up to $600.","issues":["disconnection"],"source":"https://www.ameren.com/bill/assistance","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages online or in the app; register medical equipment for planned-outage notices.","evidence":["service address","outage start time"],"steps":[{"do":"Report the outage in the Outage Center or the Ameren app.","channel":"outage-center"},{"do":"Register electric medical equipment so Ameren can notify you of planned maintenance outages. Keep a backup plan for emergency outages.","channel":"health-support-page"}]}],"tips":[{"kind":"official","text":"Caring Contact (formerly Third Party Notification) lets a trusted person know about a disconnection notice. Ameren says it is not currently available to Illinois customers.","issues":["disconnection"],"source":"https://www.ameren.com/bill/assistance/health","last_verified":"2026-10-12"}],"known_blockers":["Deferred payment agreements are set up after sign-in; business accounts must call the Credit Department.","Ameren lists no outage phone number on its outage page."],"official_domains":["ameren.com","amerenillinois.com"],"security":{"never_asks":[{"kind":"policy","claim":"Ameren Illinois says it will never request payment by Green Dot card, MoneyPak or other prepaid credit card.","source":"https://www.ameren.com/-/media/illinois-site/files/media-resources/scamkit/scam-awareness-week-fact-sheet.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Ameren Illinois says it will never threaten to disconnect service unless payment is made immediately.","source":"https://www.ameren.com/-/media/illinois-site/files/media-resources/scamkit/scam-awareness-week-fact-sheet.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers threaten to disconnect service unless payment is received immediately, and often say a service person is on the way to shut off the power.","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment and suggest Bitcoin, prepaid money cards or cash apps.","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer to wipe out the total amount due in exchange for an immediate partial or specially discounted payment.","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Search engine postings copy Ameren's contact information but link to scammers' phone numbers and websites.","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid and ask for bank or card details. Ameren says it credits the account or mails a refund check instead.","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-missouri-phone","type":"phone","label":"Report a suspected scam call (Ameren Missouri)","value":"+1-800-552-7583","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-illinois-phone","type":"phone","label":"Report a suspected scam call (Ameren Illinois)","value":"+1-800-755-5000","source":"https://www.ameren.com/customer-service/scam-awareness","last_verified":"2026-10-12"}]}},{"id":"aps","name":"Arizona Public Service","aliases":["APS","Arizona Public Service Company"],"sector":"utility","website":"https://www.aps.com","account_url":"https://www.aps.com/Authorization/Login","notes":"Electric utility in Arizona. Regulated by the Arizona Corporation Commission. APS does not disconnect residential customers for nonpayment from June 1 to October 15.","channels":[{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Outage hotline","value":"+1-855-688-2437","hours":"Anytime","purposes":["service_outage"],"notes":"Local number 602-371-3680.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Emergencies and safety hazards (call 911 first for downed lines and stay 100 feet away)","value":"+1-800-253-9408","notes":"Local number 602-258-5483.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"credit-phone","type":"phone","label":"Credit line (payment arrangements)","value":"+1-800-253-9409","hours":"Anytime","purposes":["disconnection"],"notes":"Local number 602-371-7607.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"letters-mail","type":"mail","label":"Letters (not payments)","value":"APS, MS 3200, PO Box 53933, Phoenix, AZ 85072-3933","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Live chat","value":"https://www.aps.com/en/Utility/Contact-us/Live-chat","hours":"Monday to Friday, 7 a.m. to 7 p.m. MST","purposes":["billing_error","bill_increase","poor_service"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"claim-form","type":"web_form","label":"Claim form (damage or loss claims)","value":"https://www.aps.com/en/Utility/Contact-us/Claim-Form","purposes":["service_outage"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Set up a payment arrangement online","value":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"},{"id":"assistance-page","type":"portal","label":"Bill assistance programs (Crisis Bill Assistance, Energy Support, APS CARE, LIHEAP)","value":"https://www.aps.com/en/Residential/Account/Assistance-Programs","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"},{"id":"medical-care-program-phone","type":"phone","label":"Medical Care Program questions (planned-outage notices for medical equipment users)","value":"+1-844-309-5655","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"},{"id":"medical-care-program-mail","type":"mail","label":"Medical Care Program application (part completed by a licensed medical professional)","value":"APS Medical Care Program, Mail Station 3211, P.O. Box 53933, Phoenix, AZ 85072","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"main-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"residential-email","note":"Or a letter to letters-mail."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Arizona Corporation Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute by phone, chat or email; escalate to the Arizona Corporation Commission.","evidence":["the bill","meter readings","earlier bills","notes of each contact"],"steps":[{"do":"Call or chat with APS. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":"main-phone"},{"do":"Put the dispute in writing by email and keep the reply.","channel":"residential-email"},{"do":"If not resolved, complain to the Arizona Corporation Commission."}]},{"issue":"disconnection","summary":"Customers owing $300 or less are not at risk of disconnection, and no residential disconnections happen June 1 to October 15; arrange up to 12 monthly payments.","evidence":["past-due notice","account number"],"steps":[{"do":"Set up a payment arrangement online or by calling the credit line.","channel":"payment-arrangement"},{"do":"Apply for Crisis Bill Assistance, APS CARE or the Energy Support discount.","channel":"assistance-page"}],"facts":[{"kind":"policy","claim":"Between June 1 and October 15, APS does not disconnect power for nonpayment for residential customers, and charges no late fee during that period.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"limit","claim":"Customers with a past-due balance of $300 or less are not at risk of disconnection.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"fee","claim":"Residential customers seven days past due on the current bill may be charged a late fee of 1.5% of the past-due amount plus tax.","issues":["disconnection","billing_error"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"A payment arrangement can spread the balance over up to 12 monthly payments of at least $25; the 12-month option needs a balance over $300. Customers with a balance of $75 or more typically qualify. Budget Billing customers cannot set one up.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Crisis Bill Assistance gives up to $1,000 through partner agencies for a temporary hardship; APS CARE gives up to $500 through The Salvation Army regardless of income.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Energy Support Program gives a monthly discount of up to 25% or 60% based on household income; qualifying customers who depend on life-saving medical equipment may get up to 35% or 60%.","issues":["disconnection","bill_increase"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages any time; register medical equipment users for planned-outage notices.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage hotline or report online.","channel":"outage-phone"},{"do":"For losses caused by an outage, file a claim.","channel":"claim-form"},{"do":"If someone has a life-threatening illness or uses critical medical equipment, apply for the Medical Care Program to get notices before planned outages.","channel":"medical-care-program-mail"}]}],"known_blockers":["Online payment arrangements and account changes need sign-in.","The Medical Care Program application needs a licensed medical professional's section."],"official_domains":["aps.com"],"security":{"never_asks":[{"kind":"policy","claim":"APS will never send QR codes or texts, or call, demanding immediate payment.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS will never require payment by QR code or prepaid card, and will never specify which payment method a customer must use.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS field personnel will never visit homes to offer refunds or deposits or to collect payments.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers with past-due accounts get advance shut-off notices, such as a bill message or door hanger, and never a single notification one hour or less before shut-off.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers say the energy bill is past due and service will be shut off unless a payment is made right away, usually within an hour or less.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers to buy a prepaid card and call back with the card number, which gives them instant access to the funds.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Solar installers claim to be affiliated with APS or offer special deals or incentives by phone or door to door.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof APS phone numbers on caller ID, and have also spoofed the numbers of community service organizations such as Chicanos Por La Causa.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phoenix-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, metro Phoenix)","value":"+1-602-371-7171","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, other areas)","value":"+1-800-253-9405","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}]}},{"id":"atmos-energy","name":"Atmos Energy Corporation","aliases":["Atmos Energy","Atmos"],"sector":"utility","website":"https://www.atmosenergy.com","account_url":"https://www.atmosenergy.com/accountcenter/logon/login.html","notes":"Natural gas distribution utility in eight states: Colorado, Kansas, Kentucky, Louisiana, Mississippi, Tennessee, Texas and Virginia. One customer service number serves all states. Each state has its own regulator and rules: Colorado Public Utilities Commission, Kansas Corporation Commission, Kentucky Public Service Commission, Louisiana Public Service Commission, Mississippi Public Service Commission, Tennessee Public Utility Commission, Virginia State Corporation Commission, and in Texas the Railroad Commission of Texas (RRC), which regulates gas utilities there (not the Public Utility Commission of Texas). In Texas, customers inside city limits complain to their city; the RRC has original jurisdiction outside city limits. Disconnection protections differ by state; the facts below say which state each covers.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Support Center (all states)","value":"+1-888-286-6700","hours":"Mon-Fri 7 a.m.-6 p.m. Central","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"The claims page says billing concerns and complaints are not claims and go to this number.","source":"https://www.atmosenergy.com/company/contact-us","last_verified":"2026-10-13"},{"id":"emergency-phone","type":"phone","label":"24-hour gas emergency line (leave the area first; call 911 and Atmos Energy from a safe distance)","value":"+1-866-322-8667","hours":"24/7","source":"https://www.atmosenergy.com/company/contact-us","last_verified":"2026-10-13"},{"id":"relay-service","type":"phone","label":"Speech and hearing impaired (Telecommunications Relay Services)","value":"711","source":"https://www.atmosenergy.com/company/contact-us","last_verified":"2026-10-13"},{"id":"complaint-form","type":"web_form","label":"Compliments and complaints form","value":"https://www.atmosenergy.com/accountcenter/complimentcomplaint/complimentComplaintAction.html","purposes":["billing_error","poor_service"],"access":"open","notes":"Name, email and phone are required; account number is optional. Subjects include \"Rereads / High bill concerns\", \"Budget Billing\" and \"General billing question\". No sign-in or CAPTCHA was seen.","source":"https://www.atmosenergy.com/company/contact-us","last_verified":"2026-10-13"},{"id":"customer-care-mail","type":"mail","label":"Customer Care by mail","value":"Atmos Energy Corporation, Attn: Customer Care, P.O. Box 650205, Dallas, Texas 75265-0205","purposes":["billing_error","poor_service"],"source":"https://www.atmosenergy.com/company/contact-us","last_verified":"2026-10-13"},{"id":"payment-mail","type":"mail","label":"Bill payments by mail (address is for paying bills only)","value":"PO Box 740353, Cincinnati, OH 45274-0353","source":"https://www.atmosenergy.com/company/contact-us","last_verified":"2026-10-13"},{"id":"account-center","type":"portal","label":"Account Center (installment plan under the Payment Assistance tab, Budget Billing, balance check)","value":"https://www.atmosenergy.com/accountcenter/logon/login.html","purposes":["disconnection","payment_assistance"],"access":"login","source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"},{"id":"bill-assistance-page","type":"web_form","label":"Bill payment assistance (installment plans, state programs, LIHEAP links)","value":"https://www.atmosenergy.com/bill-assistance/","purposes":["payment_assistance","disconnection"],"access":"open","source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"},{"id":"commercial-payment-plan-email","type":"email","label":"Business accounts - installment plan requests","value":"commercialpaymentplan@atmosenergy.com","purposes":["payment_assistance"],"source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"},{"id":"claims-page","type":"web_form","label":"Claims process (online claim form, or PDF forms for property damage, personal injury, business interruption and expense reimbursement)","value":"https://www.atmosenergy.com/customer-service/claims-process","purposes":["property_damage_claim"],"access":"open","notes":"The online form is hosted on live.origamirisk.com through a tokenized link on the claims page. Each claimant must sign and date a PDF form.","source":"https://www.atmosenergy.com/customer-service/claims-process","last_verified":"2026-10-13"},{"id":"claims-email","type":"email","label":"Claims Department (submit claim form and documents; general claim questions)","value":"claims@atmosenergy.com","purposes":["property_damage_claim"],"source":"https://www.atmosenergy.com/customer-service/claims-process","last_verified":"2026-10-13"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Atmos Energy Corporation, Attention: Claims Department, P.O. Box 650205, Dallas, Texas 75265-0205","purposes":["property_damage_claim"],"source":"https://www.atmosenergy.com/customer-service/claims-process","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the Customer Support Associate for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"The commission in your state (see notes). Texas: inside city limits, complain to the city; outside city limits, Railroad Commission of Texas Gas Services Department, 512-463-7164, toll 877-228-5740, gascomplaints@rrc.texas.gov. The RRC encourages customers to complain to the utility first. Virginia: payment plan disputes can be filed with the State Corporation Commission."},{"rung":"state_agency","agency_kind":"attorney_general","note":"The attorney general of your state."}],"playbooks":[{"issue":"billing_error","summary":"Ask Atmos Energy for a re-read or bill review, put the complaint in writing, then go to your state's commission (in Texas, the city or the Railroad Commission).","evidence":["the disputed bill","earlier bills","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call the Customer Support Center and ask whether the reading was actual or estimated. Ask for a re-read or a correction.","channel":"customer-service-phone"},{"do":"Send the complaint in writing with the \"Rereads / High bill concerns\" subject. Keep a copy.","channel":"complaint-form"},{"do":"If it is not fixed, complain to your state's commission. In Texas, complain to the city if you live inside city limits, or to the Railroad Commission if outside."}],"facts":[{"kind":"policy","claim":"If Atmos Energy cannot read the meter, the bill is calculated from past usage; any over- or under-charge is corrected the following month. Residential meters are read monthly.","issues":["billing_error"],"source":"https://www.atmosenergy.com/company/frequently-asked-questions/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Texas (RRC Quality of Service rule): if a meter test shows the meter is more than nominally defective, the utility must correct readings for the last six months or since the last meter test, whichever is shorter. A meter that did not register may be back-billed for no more than three months. Estimates are allowed if an actual reading is taken at least every six months.","issues":["billing_error"],"source":"https://www.rrc.texas.gov/media/24ljizyq/osd-gs-customer-information-regarding-your-natural-gas-bill.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"Texas: after a complaint to the Railroad Commission, the gas utility must give the Commission an initial response by the next working day and a final response within 15 days, unless more time is needed. Customers inside city limits must file with the city.","issues":["billing_error","disconnection"],"source":"https://www.rrc.texas.gov/media/24ljizyq/osd-gs-customer-information-regarding-your-natural-gas-bill.pdf","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Set up an installment plan before the termination date. Kansas and Texas have winter weather protections; rules differ by state.","evidence":["termination notice","account balance","assistance agency application or pledge"],"steps":[{"do":"Before the termination date, set up an installment plan in the Account Center (Payment Assistance tab) or by phone. There is no fee.","channel":"account-center"},{"do":"Pay so the payment posts by the workday before the scheduled termination date."},{"do":"Apply for help through your state's assistance agency or call 211.","channel":"bill-assistance-page"},{"do":"If Atmos Energy refuses a plan the state rules require, contact your state's commission before the termination date."}],"facts":[{"kind":"deadline","claim":"Atmos Energy will not terminate service on the date on the notice if the payment is posted by the workday before the scheduled termination date.","issues":["disconnection"],"source":"https://www.atmosenergy.com/company/frequently-asked-questions/","last_verified":"2026-10-13"},{"kind":"fee","claim":"After a disconnection for nonpayment, the customer may have to pay the entire balance, a reconnection fee, a returned check fee and a new or increased deposit before service is restored. Atmos Energy gives the amounts at 888-286-6700.","issues":["disconnection"],"source":"https://www.atmosenergy.com/company/frequently-asked-questions/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kansas Cold Weather Rule (November 1 through March 31, residential customers of KCC-regulated electric, natural gas and water utilities): no disconnection when the temperature is forecast to drop below 35 degrees Fahrenheit. The KCC Cold Weather Rule page says within the following 48-hour period; the KCC FAQ page says 24-hour period.","issues":["disconnection"],"source":"https://kcc.ks.gov/consumer-information/cold-weather-rule","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kansas Cold Weather Rule payment plan: pay 1/12 of the overdue amount plus 1/12 of the current bill, plus disconnection and reconnection fees and any applicable deposit, then the rest in equal payments over 11 months.","issues":["disconnection","payment_assistance"],"source":"https://kcc.ks.gov/consumer-information/cold-weather-rule","last_verified":"2026-10-13"},{"kind":"policy","claim":"Texas: Railroad Commission rule 16 TAC 7.460 suspends gas utility disconnections during an extreme weather emergency. Amendments effective December 5, 2023 added a civil penalty table for disconnecting residential customers during such an emergency.","issues":["disconnection"],"source":"https://www.rrc.texas.gov/media/psxhjfrk/plain-lang-summ-adopted-7-460-english-111723.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Texas: gas bills are due no later than 15 days from the bill date. The RRC says to contact the utility for payment arrangements before the bill is due or before service is shut off, and to pay arrangements on time.","issues":["disconnection"],"source":"https://www.rrc.texas.gov/media/24ljizyq/osd-gs-customer-information-regarding-your-natural-gas-bill.pdf","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Atmos Energy offers fee-free installment plans and Budget Billing; bill help comes from state agencies and Sharing the Warmth through local agencies.","evidence":["current bill","household income documents","LIHEAP or agency approval"],"steps":[{"do":"Set up an installment plan in the Account Center (Payment Assistance tab) or by phone.","channel":"account-center"},{"do":"Find your state's energy assistance agency on the bill assistance page or by calling 211. Apply early; funds are first come, first served.","channel":"bill-assistance-page"},{"do":"In Colorado, apply for LEAP or Energy Outreach Colorado; that funding is needed before enrolling in the Percentage of Income Payment Plan."}],"facts":[{"kind":"fee","claim":"Atmos Energy installment plans spread a balance over time with no charge or fee. In Louisiana, installment plans allow up to 12 months to repay.","issues":["payment_assistance","disconnection"],"source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"},{"kind":"policy","claim":"In Kansas, Kentucky, Mississippi, Tennessee, Texas and Virginia, financial help is available on a first-come, first-served basis to eligible residential customers through the state agency for each state. In Virginia, payment plan disputes can be filed with the State Corporation Commission.","issues":["payment_assistance"],"source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Colorado: the Percentage of Income Payment Plan gives a fixed bill credit based on an affordable percentage of household income. The customer must first get funding through LEAP, Energy Outreach Colorado, the Colorado Energy Office or the PUC Utility Bill Help Program. LEAP heating season applications run November 1 through April 30 (Heat Help Line 866-432-8435).","issues":["payment_assistance"],"source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Sharing the Warmth donations go to local non-profit agencies that help eligible customers pay gas bills; Atmos Energy says more than $4.9 million was donated through the program in 2025. The local agency decides eligibility.","issues":["payment_assistance"],"source":"https://www.atmosenergy.com/bill-assistance/","last_verified":"2026-10-13"}]},{"issue":"property_damage_claim","summary":"If you think Atmos Energy caused damage or injury, file a claim with the signed form and supporting documents; a licensed adjuster then contacts you.","evidence":["photos","repair estimates or invoices","receipts","dates","any service order or incident number"],"steps":[{"do":"File the claim online, or download the PDF form for your type of claim; each claimant signs and dates it.","channel":"claims-page"},{"do":"Send the form and supporting documents by email or mail.","channel":"claims-email"},{"do":"Answer the adjuster's requests for documents promptly. Billing complaints are not claims; take those to customer service."},{"do":"If the claim is denied and you disagree, ask for the reason in writing, then contact your state's commission."}],"facts":[{"kind":"policy","claim":"Atmos Energy accepts property damage, personal injury and business interruption claims when the customer thinks the company is responsible. Damage caused by Acts of God or third parties is generally not eligible, and some losses are excluded by laws, regulations or tariffs.","issues":["property_damage_claim"],"source":"https://www.atmosenergy.com/customer-service/claims-process","last_verified":"2026-10-13"},{"kind":"process","claim":"After a claim is submitted, one of Atmos Energy's licensed adjusters contacts the claimant by phone or email. The claims page states no filing deadline.","issues":["property_damage_claim"],"source":"https://www.atmosenergy.com/customer-service/claims-process","last_verified":"2026-10-13"}]}],"known_blockers":["Installment plans, Budget Billing and balance checks in the Account Center need a sign-in.","The online claim form is a tokenized third-party link (live.origamirisk.com); start from the claims page.","Atmos Energy's own pages give no state-by-state disconnection notice periods or medical certificate rules; ask Atmos Energy or the state commission."],"official_domains":["atmosenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Atmos Energy employees will not collect payments in person.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Atmos Energy will not demand payment by prepaid debit card, gift card, cryptocurrency, or an unauthorized third-party payment or mobile application.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Atmos Energy will not try to contact customers after business hours unless there is an emergency or to turn gas service on after an outage.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as utility employees and demand immediate payment of a past-due balance, or offer a discount if the bill is paid immediately over the phone.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake websites rank high in search results and fake toll-free numbers pose as Atmos Energy customer service. Atmos Energy says to check the balance in the Account Center instead.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Bogus emails ask for immediate payment of the bill, and impostors come to the door posing as employees. Atmos Energy says to ask for the employee badge and call Atmos Energy to verify.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"scam-verify-phone","type":"phone","label":"Verify a caller or employee, or report a suspected scam (also contact local law enforcement)","value":"+1-888-286-6700","hours":"Mon-Fri 7 a.m.-6 p.m. Central","notes":"The scams page lists no reporting email or online form.","source":"https://www.atmosenergy.com/customer-service/beware-utility-scams","last_verified":"2026-10-13"}]}},{"id":"bge","name":"Baltimore Gas and Electric Company","aliases":["BGE","Baltimore Gas & Electric"],"sector":"utility","parent":"Exelon Corporation","website":"https://www.bge.com","notes":"Electric and natural gas utility in central Maryland. Regulated by the Maryland Public Service Commission (PSC), Consumer Affairs Division; the Maryland Office of People's Counsel represents residential ratepayers. bge.com HTML pages return empty to automated fetches; values below come from bge.com search results, BGE's 2022-2023 residential Consumer Reference Guide PDF, and the PSC consumer FAQs.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Smell natural gas (leave the area first; 911 also accepted)","value":"+1-877-778-7798","hours":"24/7","notes":"The contact page also lists 1-800-685-0123 as a backup line.","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report power outages and downed power lines","value":"+1-877-778-2222","hours":"24/7","purposes":["service_outage"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customers","value":"+1-800-265-6177","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-map","type":"web_form","label":"BGE outage map","value":"http://outagemap.bge.com/","purposes":["service_outage"],"source":"https://psc.maryland.gov/regulated-utilities/current-outage-information/","last_verified":"2026-10-12"},{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"web_form","label":"Payment arrangements (Deferred Payment Arrangement, Bill Extender Plan)","value":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","purposes":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (OHEP/MEAP, EUSP, Fuel Fund of Maryland, Assistance Finder)","value":"https://www.bge.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.bge.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"},{"id":"special-needs-mail","type":"mail","label":"Special Needs Program enrollment (fax 443.213.3302)","value":"BGE Special Needs, Room 720, P.O. Box 1475, Baltimore, MD 21298-9979","purposes":["disconnection"],"notes":"Seriously ill or equipment-dependent customers need forms from a certified physician or certified nurse practitioner.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved."},{"rung":"written_complaint","channel":"complaint-email"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Maryland Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with BGE first, pay the undisputed part, ask for a free meter test or cancellation of an off estimate, then go to the PSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call BGE and dispute the bill. Withhold only the disputed amount and keep paying undisputed and future bills.","channel":"customer-service-phone"},{"do":"If not resolved, ask for a BGE supervisor.","channel":"customer-service-phone"},{"do":"If usage looks wrong, ask BGE for a free meter test. If an estimated bill is far from normal usage, ask BGE to cancel it."},{"do":"If BGE does not resolve it, file a complaint with the PSC Consumer Affairs Division."}],"facts":[{"kind":"process","claim":"Maryland customers must raise a problem with the utility before filing with the PSC Consumer Affairs Division. A customer may withhold only the disputed amount while it is under review and must keep paying undisputed and future bills, or service may be terminated with notice.","issues":["billing_error","disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"fee","claim":"The utility must test the meter free of charge on request, but not more than once every 18 months; the customer may be present. A Commission referee test costs $10, refunded with an account adjustment if the meter is outside 98%-102% accuracy.","issues":["billing_error"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Estimated bills must be marked as estimated and must still be paid. If an estimate is far from normal usage, the customer can ask the utility to cancel it; the next bill then covers two months.","issues":["billing_error"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Maryland requires 14 days' notice; no shutoff at forecast 32F or below or 95F or above; a medical certificate adds 30 days.","evidence":["termination notice","account balance","medical certification form","energy assistance application"],"steps":[{"do":"Call BGE before the termination date and ask for a Deferred Payment Arrangement or, on a fixed benefit income, the Bill Extender Plan.","channel":"payment-arrangement"},{"do":"If someone has a serious medical condition, have a doctor, certified nurse practitioner or physician assistant complete the PSC-approved medical certification form and send it to BGE no later than the day before the termination date."},{"do":"Apply for energy assistance (OHEP, EUSP, Fuel Fund of Maryland), and ask about the Utility Service Protection Program if you qualify for MEAP.","channel":"payment-assistance"},{"do":"If someone is elderly, disabled, seriously ill or depends on electric medical equipment, enroll in the Special Needs Program.","channel":"special-needs-mail"},{"do":"If BGE does not help, contact the PSC Consumer Affairs Division before the termination date."}],"facts":[{"kind":"deadline","claim":"Gas and electric utilities in Maryland must give at least 14 days' notice before terminating service.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"From November 1 to March 31, a utility cannot terminate residential gas or electric service for nonpayment without first filing an affidavit with the PSC at least 24 hours before, certifying no threat to life or health.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"No termination for nonpayment is allowed when the 6 a.m. forecast is 32F or below, and no electric termination when it is 95F or above.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A medical certification on the PSC-approved form makes the utility withhold termination for an additional 30 days. The customer must then promptly agree to a payment plan for unpaid and current bills.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage to BGE and check the outage map.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage by phone and check the outage map.","channel":"outage-phone"}]},{"issue":"deposit_refund","summary":"Maryland caps residential deposits, allows installments, pays interest and returns the deposit after 12 months of on-time payment.","evidence":["deposit notice or receipt","12 months of payment history"],"steps":[{"do":"After 12 months of on-time payments, ask BGE to return the deposit with interest.","channel":"customer-service-phone"},{"do":"If BGE refuses, file a complaint with the PSC Consumer Affairs Division."}],"facts":[{"kind":"limit","claim":"A residential deposit cannot exceed 2/12 of estimated 12-month charges for monthly billing. Deposits under $150 may be paid over at least eight weeks, over $150 over at least 12 weeks.","issues":["deposit_refund"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Deposits earn simple interest and are returned after a good payment record of 12 months of on-time payment.","issues":["deposit_refund"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE holds a residential deposit at least one year and refunds it with interest if the account is current, bills were paid on time for 10 of the past 12 months, and service was not terminated for non-payment in that period; otherwise it is reviewed every 12 months.","issues":["deposit_refund"],"source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"BGE's Deferred Payment Arrangement requires no defaulted BGE payment plan in the past 18 months, a total past-due amount under $5,000, no active BGE payment plan, and any chosen down payment within 2 days of enrollment.","issues":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Special Needs Program customers, BGE makes two attempts to contact them before a termination. Enrollment requires an agreement to pay unpaid and current bills.","issues":["disconnection"],"source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"known_blockers":["bge.com HTML pages return empty to automated fetches; use the phone lines.","The medical certification must be on the PSC-approved form and reach BGE by the day before the termination date."],"official_domains":["bge.com"],"security":{"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]}},{"id":"centerpoint-energy","name":"CenterPoint Energy","aliases":["CenterPoint","CenterPoint Energy Houston Electric"],"sector":"utility","website":"https://www.centerpointenergy.com","account_url":"https://myaccount.centerpointenergy.com/","notes":"Electric delivery in the Greater Houston area, and natural gas in Texas, Minnesota, Indiana and Ohio (Indiana also has CenterPoint electric service). In Houston, CenterPoint is the transmission and distribution utility (TDU): it handles outages and meters, but residential customers buy power from a retail electric provider and send billing complaints to that provider. State regulators include the Public Utility Commission of Texas (electric), the Railroad Commission of Texas (gas), the Minnesota Public Utilities Commission, the Indiana Utility Regulatory Commission and the Public Utilities Commission of Ohio.","channels":[{"id":"houston-electric-phone","type":"phone","label":"Greater Houston electric (delivery utility) outages and service","value":"+1-800-332-7143","purposes":["service_outage"],"notes":"Also 713-207-2222. On CenterPoint's contact page the dial links for these two numbers point to the Houston gas numbers instead; Texas retail providers list both numbers for CenterPoint electric outages.","source":"https://www.txu.com/help/support/power-outage","last_verified":"2026-10-12"},{"id":"houston-gas-phone","type":"phone","label":"Greater Houston gas customer service","value":"+1-800-752-8036","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Also 713-659-2111.","source":"https://www.centerpointenergy.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"east-texas-gas-phone","type":"phone","label":"Beaumont and East Texas gas customer service","value":"+1-800-376-9663","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.centerpointenergy.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"gas-leak-phone","type":"phone","label":"Gas leaks (leave the building first; also call 911); also listed as South Texas gas customer service","value":"+1-888-876-5786","source":"https://www.centerpointenergy.com/en-us/safety/reporting/gas-leak","last_verified":"2026-10-12"},{"id":"minnesota-gas-phone","type":"phone","label":"Minnesota residential gas service","value":"+1-800-245-2377","notes":"Also 612-372-4727.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.centerpointenergy.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"indiana-phone","type":"phone","label":"Indiana electric and gas customer service","value":"+1-800-227-1376","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.centerpointenergy.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"ohio-gas-phone","type":"phone","label":"Ohio gas customer service","value":"+1-800-838-0933","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"On CenterPoint's contact page this number's dial link points to the Indiana number (800-227-1376). Confirm on the bill.","source":"https://www.centerpointenergy.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Online contact form","value":"https://www.centerpointenergy.com/en-us/contact-us/form","purposes":["billing_error","bill_increase","poor_service"],"source":"https://www.centerpointenergy.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"assistance-page","type":"portal","label":"Payment extensions, payment arrangements and assistance programs by state","value":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/assistance-programs","purposes":["disconnection"],"source":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"id":"critical-care-page","type":"portal","label":"Critical Care customer registration (electric-powered medical equipment)","value":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/critical-care-customers","purposes":["service_outage","disconnection"],"source":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/critical-care-customers","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Gas, Indiana electric: the state customer service number. Houston electric billing: the retail electric provider."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utility Commission of Texas for Houston electric; the state commission for gas and Indiana electric (see notes)."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Gas and Indiana customers dispute with CenterPoint; Houston electric customers dispute the bill with their retail provider, which can ask CenterPoint to test the meter.","evidence":["the bill","meter readings","earlier bills"],"steps":[{"do":"For a gas bill or an Indiana electric bill, call the customer service number for your state and ask for a review or a meter test.","channel":"houston-gas-phone","note":"Use your own state's number."},{"do":"For a Houston electric bill, dispute it with your retail electric provider. It can request a meter test from CenterPoint."},{"do":"Put the dispute in writing through the online contact form.","channel":"contact-form"}]},{"issue":"disconnection","summary":"Request a one-time due date extension or a payment arrangement in My Account, and apply for state assistance.","evidence":["disconnection notice","account number"],"steps":[{"do":"Sign in to My Account and request a due date extension or a payment arrangement. Keep paying current charges on time.","channel":"assistance-page"},{"do":"Apply for the assistance programs for your state (PIPP Plus and HEAP in Ohio, EAP in Indiana and Minnesota, CEAP in Texas), or call 211.","channel":"assistance-page"},{"do":"In Minnesota, ask about the Cold Weather Rule and the Medical Hardship Program.","channel":"minnesota-gas-phone"}],"facts":[{"kind":"policy","claim":"CenterPoint offers a one-time due date extension for a few extra days, generally with no fee, and payment arrangements that split the bill into smaller payments if current charges are paid on time.","issues":["disconnection"],"source":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Minnesota: the Cold Weather Rule and Medical Hardship Program give late-fee grace periods and enrollment in Levelized Billing or a four-month payment plan.","issues":["disconnection"],"source":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/assistance-programs","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Houston electric outages go to CenterPoint; register for Critical Care if someone depends on electric medical equipment.","evidence":["service address","ESI ID or meter number","outage start time"],"steps":[{"do":"Report a Houston electric outage by phone or on the outage tracker (tracker.centerpointenergy.com).","channel":"houston-electric-phone"},{"do":"Register for Critical Care and update it every year. It gives notice of planned outages but does not guarantee power.","channel":"critical-care-page"}],"facts":[{"kind":"policy","claim":"Registered Critical Care customers get notice before planned power outages, but registration does not guarantee uninterrupted power in emergencies or storms. Registration must be updated every year.","issues":["service_outage"],"source":"https://www.centerpointenergy.com/en-us/my-account/billing-payment/critical-care-customers","last_verified":"2026-10-12"}]}],"known_blockers":["Payment extensions and arrangements are set up in My Account (sign-in).","CenterPoint's contact page shows phone numbers whose dial links do not match the displayed numbers (Houston electric, Ohio gas)."],"official_domains":["centerpointenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"CenterPoint Energy phone agents will never personally ask for banking or credit card information over the phone. Customers who pay by phone are transferred to an automated system.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"CenterPoint Energy agents will never ask for payment by cash, Western Union or MoneyGram transfer, prepaid debit card such as Green Dot, gift card, PayPal, Venmo, Apple Pay or Square Pay.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"CenterPoint Energy field employees are not authorized to collect payments at a home or business.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"CenterPoint Energy will not disconnect service without first mailing an overdue bill and then a disconnection notice that states the disconnection date and time.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so calls appear as CenterPoint Energy, and may threaten to disconnect utilities within the hour unless money is sent.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters call or visit about an overdue bill and threaten quick disconnection unless the customer loads money onto a prepaid debit card and shares its serial number.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams/common-energy-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"After severe storms, fake utility workers offer immediate power restoration for a cash fee and leave without restoring service.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams/common-energy-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Imposters in official-looking clothing visit homes offering refunds of delivery fees, sometimes calling it a government program.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams/common-energy-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers describe fake federal programs that help pay utility bills and ask for Social Security numbers.","source":"https://www.centerpointenergy.com/en-us/savings-solutions/resource-hub/safety-reliability/public-utility-scams/common-energy-scams","last_verified":"2026-10-12"}]}},{"id":"central-maine-power","name":"Central Maine Power Company","aliases":["CMP","Central Maine Power"],"sector":"utility","parent":"Avangrid (Iberdrola)","website":"https://www.cmpco.com","notes":"Electric transmission and distribution utility for central and southern Maine. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024). Regulated by the Maine Public Utilities Commission (MPUC), Consumer Assistance and Safety Division. Customers who buy supply from a competitive electricity provider still call CMP for outages and delivery. cmpco.com timed out or dropped the connection for every automated fetch, so CMP's own channels come from CMP statements quoted in news reports and from search-result summaries where noted; the Maine rules come from MPUC pages.","channels":[{"id":"residential-phone","type":"phone","label":"Residential customer service, also to verify a caller or check an account","value":"+1-800-750-4000","hours":"Live support Mon-Fri 7:30 a.m.-6 p.m.; self-service 24x7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"For TTY, dial 711 and ask the Maine Relay Service to call this number.","source":"https://www.cmpco.com/support/contactus","last_verified":"2026-10-13"},{"id":"business-phone","type":"phone","label":"Non-residential customer service","value":"+1-800-565-3181","hours":"Live support Mon-Fri 7:30 a.m.-5 p.m.","source":"https://www.cmpco.com/support/contactus","last_verified":"2026-10-13"},{"id":"credit-collections-phone","type":"phone","label":"Credit and collections (payment arrangements, shutoff notices)","value":"+1-800-686-4044","purposes":["disconnection","payment_assistance"],"source":"https://www.cmpco.com/support/contactus","last_verified":"2026-10-13"},{"id":"emergency-phone","type":"phone","label":"Electricity emergency or outage","value":"+1-800-696-1000","purposes":["service_outage"],"source":"https://www.cmpco.com/support/contactus","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"residential-phone"},{"rung":"supervisor","channel":"residential-phone"},{"rung":"written_complaint","note":"CMP's contact page offers an online form for written questions; ask customer service for the complaint address."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Maine Public Utilities Commission, Consumer Assistance and Safety Division, 1-800-452-4699 (Mon-Fri 9 a.m.-4 p.m.). The MPUC says you must first contact the utility and attempt to resolve the complaint."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Maine Office of the Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Raise the bill with CMP first, then file with the Maine PUC Consumer Assistance and Safety Division.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call CMP and ask for a correction and a reference number.","channel":"residential-phone"},{"do":"If CMP does not fix it, file a complaint with the MPUC online or at 1-800-452-4699."},{"do":"If an electricity supplier you did not choose appears on the bill, tell the company you dispute the change, switch back, and file a complaint with the MPUC."}],"facts":[{"kind":"process","claim":"The Maine PUC says you must first contact the utility and attempt to resolve your complaint before filing with the Consumer Assistance and Safety Division.","issues":["billing_error","disconnection","poor_service"],"source":"https://www.maine.gov/mpuc/consumer-assistance/file-complaint","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"From November 15 to April 15, income-eligible customers can get a special winter payment arrangement; call the MPUC at once for urgent termination problems.","evidence":["disconnection notice","account number","proof of income","HEAP or SSI eligibility"],"steps":[{"do":"Call CMP before the disconnection date and ask for a payment arrangement. Between November 15 and April 15, ask for a Special Payment Arrangement if you qualify.","channel":"residential-phone"},{"do":"Ask about the Arrearage Management Program and the Low-Income Assistance Program.","channel":"residential-phone"},{"do":"For an urgent termination issue, call the MPUC Consumer Assistance Hotline, 1-800-452-4699 (Mon-Fri 9 a.m.-4 p.m.)."}],"facts":[{"kind":"policy","claim":"Maine PUC: from November 15 through April 15, residential customers with income at or below 150% of federal poverty guidelines, or who qualify for HEAP or SSI, may qualify for Special Payment Arrangements and should not be disconnected because they cannot pay the entire amount owed by a bill's due date.","issues":["disconnection","payment_assistance"],"source":"https://www.maine.gov/mpuc/consumer-assistance/faq","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maine PUC: while the customer keeps a Special Payment Arrangement, the utility cannot charge late fees on the overdue amount.","issues":["disconnection","payment_assistance"],"source":"https://www.maine.gov/mpuc/consumer-assistance/faq","last_verified":"2026-10-13"},{"kind":"process","claim":"The Maine PUC gives 1-800-452-4699 (Mon-Fri 9:00 a.m.-4:00 p.m.) for urgent service termination issues.","issues":["disconnection"],"source":"https://www.maine.gov/mpuc/consumer-assistance/file-complaint","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"CMP customers can use the Arrearage Management Program, the Low-Income Assistance Program discount and LIHEAP, mostly through Community Action Agencies.","evidence":["current bill","past-due amount and age","LIHEAP eligibility or household income documents"],"steps":[{"do":"Apply for LIHEAP through MaineHousing or your local Community Action Agency."},{"do":"If you are LIHEAP-eligible with an old past-due balance, ask your Community Action Agency or CMP about the Arrearage Management Program.","channel":"residential-phone"},{"do":"Ask about the Low-Income Assistance Program (LIAP) monthly discount."}],"facts":[{"kind":"policy","claim":"Maine PUC: CMP runs an Arrearage Management Program. Customers eligible for LIHEAP with an arrearage of $500 or more that is at least 90 days old may participate; when they pay on time, 1/12 of the arrearage, up to a maximum of $300, is forgiven every month.","issues":["payment_assistance"],"source":"https://www.maine.gov/mpuc/consumer-assistance/faq","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maine PUC: LIAP eligibility is based on LIHEAP eligibility or a DHHS means-tested program, with household income at or below 150% of the Federal Poverty Guidelines; CMP customers get the benefit as a monthly discount or credit. From October 1, 2026, DHHS uses SNAP, TANF and MaineCare data to find eligible households, and utilities apply the discount automatically unless the customer opts out.","issues":["payment_assistance"],"source":"https://www.maine.gov/mpuc/consumer-assistance/programs","last_verified":"2026-10-13"}]}],"known_blockers":["cmpco.com (and all Avangrid sites) timed out or dropped the connection for every automated fetch on 2026-10-13. No CMP outage number, mailing address, damage-claim channel or online form could be sourced; use the numbers on the bill."],"official_domains":["cmpco.com"],"security":{"never_asks":[{"kind":"policy","claim":"CMP says it will never ask to see your bill or private account information, send employees inside your home to use your computer or devices, take photos of your electric bill, visit your home to offer discounts or sign-ups, or ask for payment by prepaid debit card or any other nonrefundable method (consumer alert, March 26, 2026).","source":"https://www.cmpco.com/w/consumer-alert-watch-out-for-ongoing-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"CMP warns of disconnection threats demanding immediate payment by prepaid debit card, fake meter-upgrade payments in cash or prepaid cards, and calls claiming a recent payment failed because of a 'system glitch' that ask for banking details. CMP employees carry an ID badge and drive CMP-branded vehicles.","source":"https://www.cmpco.com/w/consumer-alert-watch-out-for-ongoing-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"verify-caller","type":"phone","label":"Hang up and call CMP to verify a caller or check whether your account has an issue","value":"+1-800-750-4000","source":"https://www.cmpco.com/w/consumer-alert-watch-out-for-ongoing-scams","last_verified":"2026-10-13"}]}},{"id":"comed","name":"Commonwealth Edison Company","aliases":["ComEd","Commonwealth Edison"],"sector":"utility","parent":"Exelon Corporation","website":"https://www.comed.com","notes":"Electric utility for northern Illinois, including Chicago. Regulated by the Illinois Commerce Commission (ICC), whose disconnection, deposit and payment rules are in 83 Ill. Adm. Code 280. comed.com pages return empty to automated fetches; values below come from ComEd's customer handbook and claim form PDFs (2023) and comed.com search results.","channels":[{"id":"customer-service-phone","type":"phone","label":"Service inquiries and outage reporting (800-EDISON1)","value":"+1-800-334-7661","hours":"Representatives 7 a.m.-7 p.m.; outages and emergencies 24/7","purposes":["billing_error","bill_increase","disconnection","service_outage","deposit_refund","poor_service"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Service inquiries and outages in Spanish (800-95-LUCES)","value":"+1-800-955-8237","source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Downed wires and power outages (leave the area, then call)","value":"+1-800-334-7661","hours":"24/7","purposes":["service_outage"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service (1-877-4-COMED-1)","value":"+1-877-426-6331","source":"https://www.comed.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"payment-assistance-phone","type":"phone","label":"Financial assistance","value":"+1-888-806-2273","purposes":["disconnection"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Contact Us Online form (billing, meter reading, property damage claims, service requests)","value":"https://secure.comed.com/MyAccount/CustomerSupport/Pages/ContactUsForms.aspx","purposes":["billing_error","poor_service"],"source":"https://www.comed.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://secure.comed.com/Outages/ReportanOutage/Pages/ReportanOutage.aspx","purposes":["service_outage"],"source":"https://www.comed.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department (mail the PDF claim form with documentation)","value":"Commonwealth Edison Company, Claims Department, P.O. Box 5520, Villa Park, IL 60181-4906","purposes":["service_outage"],"notes":"Claim form: https://www.comed.com/SiteCollectionDocuments/MyAccount/CustomerSupport/comedclaimform.pdf","source":"https://www.comed.com/SiteCollectionDocuments/MyAccount/CustomerSupport/comedclaimform.pdf","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"web_form","label":"Deferred Payment Arrangement","value":"https://www.comed.com/DPA","purposes":["disconnection"],"notes":"Or call 800-334-7661.","source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment assistance programs","value":"https://www.comed.com/paymentassistance","purposes":["disconnection"],"source":"https://www.comed.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"medical-certification","type":"web_form","label":"Medical certification (request form for a doctor or local Board of Health)","value":"https://www.comed.com/my-account/customer-support/contact-us/medical-certification","purposes":["disconnection"],"source":"https://www.comed.com/my-account/customer-support/contact-us/medical-certification","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"ComEd's handbook says to ask for a supervisor if a representative cannot help."},{"rung":"written_complaint","channel":"complaint-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Illinois Commerce Commission (ICC), Consumer Services Division. Contact ComEd first; a formal complaint requires an informal complaint first."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Illinois Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with ComEd, ask for a supervisor, then file an informal complaint with the ICC Consumer Services Division.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call ComEd and dispute the bill. If the representative cannot help, ask for a supervisor. Get a reference number.","channel":"customer-service-phone"},{"do":"Put the dispute in writing through the online contact form.","channel":"complaint-form"},{"do":"If a supervisor cannot resolve it, file an informal complaint with the ICC Consumer Services Division."}],"facts":[{"kind":"process","claim":"ComEd's handbook says to ask for a supervisor if a representative cannot help, then contact the ICC Consumer Services Division. During an ICC informal complaint, an ICC staff member and a ComEd representative are assigned, and ComEd has 14 days to attempt to resolve it. A formal ICC complaint requires an informal complaint first.","issues":["billing_error","poor_service"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a deferred payment arrangement, call the assistance line, and send a medical certificate for 60 days of protection.","evidence":["disconnection notice","account balance","medical certification","LIHEAP application"],"steps":[{"do":"Set up a deferred payment arrangement online or by phone before the disconnection date.","channel":"payment-arrangement"},{"do":"Call the financial assistance line about LIHEAP and ComEd programs.","channel":"payment-assistance-phone"},{"do":"If someone in the home has a medical need for service, have a doctor or the local Board of Health send a medical certification.","channel":"medical-certification"},{"do":"If ComEd does not help, file an informal complaint with the ICC."}],"facts":[{"kind":"policy","claim":"A residential customer with a past-due amount is eligible for a deferred payment arrangement as long as they have not failed to complete one in the past 12 months.","issues":["disconnection"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"ComEd's deferred payment arrangement takes a down payment and spreads the rest over 4-12 months depending on eligibility, paid with the regular monthly bill.","issues":["disconnection"],"source":"https://www.comed.com/DPA","last_verified":"2026-10-12"},{"kind":"policy","claim":"A medical certificate from a doctor or local Board of Health halts disconnection for 60 days if the customer has not used one in the past 12 months, or paid off the balance from the last one. ComEd then contacts the customer to set up a payment arrangement.","issues":["disconnection"],"source":"https://www.comed.com/my-account/customer-support/contact-us/medical-certification","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under ICC rules (83 Ill. Adm. Code 280), certified medical necessity gives temporary (60 days) protection from disconnection, and a section governs disconnection of residential heating service from December 1 through March 31.","issues":["disconnection"],"source":"https://www.icc.illinois.gov/consumers/rules-applicable-to-utilities","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If service was disconnected for non-payment and the payment covers the full amount needed, power should be restored within 2 hours.","issues":["disconnection"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; ComEd reimburses storm and equipment-failure losses only under Illinois law for large outages (more than 30,000 customers for 4+ hours).","evidence":["outage dates and times","itemized list of spoiled food with prices","receipts","repair bills or estimates","photos"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"},{"do":"To claim a loss, mail the claim form with documentation. Keep damaged items (except spoiled food) until ComEd authorizes disposal.","channel":"claims-mail"},{"do":"If you do not accept ComEd's proposed resolution, complain to the ICC."}],"facts":[{"kind":"policy","claim":"ComEd does not reimburse damage from storms, wind, ice, accidents beyond its control, vandalism, tree or wildlife contact, equipment failure, scheduled outages or normal operations, except possibly under 220 ILCS 5/16-125(e) and (f).","issues":["service_outage"],"source":"https://www.comed.com/SiteCollectionDocuments/MyAccount/CustomerSupport/comedclaimform.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Under 220 ILCS 5/16-125(e), a customer may claim actual damages when more than 30,000 customers have a continuous interruption of four hours or more; 16-125(f) covers replacement value of goods damaged by a surge affecting more than 30,000 customers. The ICC can waive this for unpreventable weather, tampering, unrest or animals, or third-party damage.","issues":["service_outage"],"source":"https://www.comed.com/SiteCollectionDocuments/MyAccount/CustomerSupport/comedclaimform.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Food spoilage claims need an itemized list of spoiled items with each price and the total, plus receipts or canceled checks if any.","issues":["service_outage"],"source":"https://www.comed.com/SiteCollectionDocuments/MyAccount/CustomerSupport/comedclaimform.pdf","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"ComEd refunds deposits with interest after 12 months of satisfactory payment; eligible residential customers are no longer charged deposits.","evidence":["deposit receipt","12 months of payment history"],"steps":[{"do":"After 12 consecutive months with fewer than four late payments, ask ComEd to refund the deposit.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Deposits earn interest at an ICC-set rate and are refunded after 12 consecutive months of service with fewer than four late payments, no disconnection for non-payment, no meter tampering and no past-due balance. Eligible residential customers are no longer assessed deposits.","issues":["deposit_refund"],"source":"https://www.comed.com/SiteCollectionDocuments/ComEd_Welcome_Kit.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["comed.com HTML pages return empty to automated fetches; use the phone line or the PDF forms.","Medical certification must come from a doctor or the local Board of Health."],"official_domains":["comed.com"],"security":{"never_asks":[{"kind":"policy","claim":"ComEd will never call or come to a home or business to threaten to disconnect service, to sell electricity, or to ask to see the energy bill.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"ComEd will never call or come to a home or business to ask for direct payment, or to take payment through a bogus website, a QR code, a prepaid cash card, a payment app such as Cash App, Zelle, Venmo or QuickPay, or cryptocurrency such as Bitcoin.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"ComEd never collects payments at kiosks that issue prepaid cash cards or cryptocurrency such as Bitcoin.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"ComEd will never call or come to a home or business to ask for a Social Security number, Tax ID or bank information, and will not ask for the ComEd account number unless the customer contacted ComEd first to enroll in a program or service.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Imposters falsely claim that electric service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a ComEd number.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers may wear ComEd clothing and a fake ComEd ID badge. ComEd says to call 800-334-7661 to confirm a visitor before engaging.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake outage and past-due alerts made with artificial intelligence imitate real messages to push customers to click links or send payments.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostor third-party suppliers enroll customers without consent and raise rates after false savings promises.","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report suspicious behavior or a scam to ComEd (800-EDISON-1)","value":"+1-800-334-7661","source":"https://www.comed.com/my-account/customer-support/contact-us/fraud-theft","last_verified":"2026-10-12"},{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to ComEd","value":"https://secure.comed.com/MyAccount/CustomerSupport/Pages/ReportImpostersScams.aspx","source":"https://secure.comed.com/MyAccount/CustomerSupport/Pages/ReportImpostersScams.aspx","last_verified":"2026-10-12"}]}},{"id":"con-edison","name":"Consolidated Edison Company of New York","aliases":["Con Edison","Con Ed","ConEd","Consolidated Edison"],"sector":"utility","parent":"Consolidated Edison, Inc.","website":"https://www.coned.com","account_url":"https://www.coned.com/en/accounts-billing/my-account","notes":"Electric, gas and steam utility for New York City and Westchester County. Regulated by the New York State Public Service Commission (Department of Public Service, DPS). Residential customers are covered by the New York Home Energy Fair Practices Act (HEFPA). DPS requires customers to ask the utility for help first.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing assistance, and gas and electric emergencies (1-800-75-CONED)","value":"+1-800-752-6633","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"notes":"Con Edison says wait times are longer all day Mondays and 4-7 p.m. on other weekdays.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas and electric emergency (gas leak, carbon monoxide, downed line)","value":"+1-800-752-6633","hours":"24/7","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"steam-emergency-phone","type":"phone","label":"Steam emergency, or to turn steam service on or off","value":"+1-800-914-9112","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"disconnection-phone","type":"phone","label":"Disconnected service or credit notice","value":"+1-877-262-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Email contact form on the Contact Us page","value":"https://www.coned.com/en/contact-us#coned-contact-email-form","purposes":["billing_error","poor_service","service_outage"],"access":"open","notes":"Con Edison does not publish a separate complaint form or complaint address.","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage and check its status","value":"https://www.coned.com/en/services-and-outages/report-track-service-issue/report-outage-status","purposes":["service_outage"],"access":"open","notes":"Outage map at https://outagemap.coned.com/external/default.html","source":"https://www.coned.com/en/contact-us","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Residential spoilage claim (food and prescription medicine lost in an outage not caused by weather)","value":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","purposes":["service_outage"],"access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"claims-general-form","type":"web_form","label":"General (non-outage) claim form","value":"https://www.coned.com/en/services-and-outages/claim-form/general-claim-form","access":"open","source":"https://www.coned.com/en/services-and-outages/claim-form","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim forms)","value":"NewClaims@conEd.com","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Con Edison Claims Department, PO Box 801, New York, NY 10276","purposes":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/download-a-claim-form","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment agreement enrollment in My Account","value":"https://www.coned.com/en/accounts-billing/my-account/manage-my-account?sectionId=paymentAgreementEnrollment","purposes":["disconnection"],"access":"login","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Energy Affordability Program, financial statement form, budget billing)","value":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","purposes":["disconnection"],"access":"open","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"id":"medical-certification","type":"email","label":"Life-support equipment and medical emergency certification","value":"lifesupportequipment@coned.com","purposes":["disconnection"],"notes":"Or submit through My Account, by mail, or call 1-877-582-6633. Certification by a medical doctor, nurse practitioner, physician assistant or local board of health official.","source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"},{"id":"medical-certification-phone","type":"phone","label":"Life-support equipment and medical emergency line","value":"+1-877-582-6633","purposes":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"},{"id":"concern-phone","type":"phone","label":"Senior Direct (CONCERN program sign-up)","value":"+1-800-404-9097","hours":"Mon-Fri 8:30 a.m.-5 p.m.","purposes":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York State Public Service Commission / Department of Public Service. DPS asks customers to contact the utility first. With a final termination notice, call the DPS shut-off hotline instead of using the online form."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Con Edison first; if not resolved, complain to the NY Department of Public Service and keep paying the undisputed part.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call Con Edison or use the email contact form. Say which charges you dispute and why. Get a reference number.","channel":"customer-service-phone"},{"do":"Keep paying the part of the bill that is not in dispute."},{"do":"If Con Edison does not fix it, file a complaint with the NY Department of Public Service."}],"facts":[{"kind":"process","claim":"DPS asks customers to first seek help from the utility, which is required by law to assist. While DPS investigates, the customer must pay the undisputed portion of the bill or service may be terminated.","issues":["billing_error"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, a residential customer who files a complaint with the Department of Public Service cannot have service shut off for the disputed amount while the complaint is investigated, as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Call Con Edison at once for a payment agreement; HEFPA requires a written final notice and a 15-day wait, and gives medical, cold-weather and heat protections.","evidence":["final termination notice","account balance","medical certification","proof of income for the financial statement form"],"steps":[{"do":"Call the credit notice line and ask for a payment agreement you can afford, or enroll online.","channel":"disconnection-phone"},{"do":"If anyone in the home has a serious medical condition or uses life-support equipment, submit a medical certification.","channel":"medical-certification"},{"do":"Apply for the Energy Affordability Program or HEAP, or submit the financial statement form for special payment terms.","channel":"payment-assistance"},{"do":"If you cannot reach an agreement, call the DPS emergency shut-off hotline before the shutoff date."}],"facts":[{"kind":"deadline","claim":"Under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under HEFPA, shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, not on holidays, the day before a holiday, or the two weeks around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Service may not be shut off with a medical certification from a doctor or local board of health. If the condition lasts more than 30 days, the certificate must be renewed. A life-support certificate stays in effect until ended by DPS, but the customer must show inability to pay every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison does not disconnect residential service on days when the Central Park high temperature with wind chill is forecast at 32 F or lower, or on the day before or the day of a forecast or actual heat index of 90 F or higher at Central Park, LaGuardia or JFK. After a heat index above 90 F, it also suspends disconnections for the next two days.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"Between November 1 and April 15, Con Edison does not disconnect customers enrolled in the CONCERN program (households where everyone is 62 or older, 18 or younger, or permanently disabled).","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage, then claim reimbursement for spoiled food and medicine within 30 days if the outage was a Con Edison distribution failure over 12 hours.","evidence":["outage dates and times","itemized list of spoiled food","receipts or photos for food over $280","pharmacy receipts for medicine"],"steps":[{"do":"Report the outage and note the start and end times.","channel":"outage-report-online"},{"do":"Within 30 days of the outage, file the residential spoilage claim online with an itemized list and proof.","channel":"claims-form"},{"do":"If you use a PDF form, email or mail it to the Claims Department.","channel":"claims-email"}],"facts":[{"kind":"compensation","claim":"Con Edison reimburses residential customers for food spoilage up to a $655 maximum, plus prescription medicine outside that cap, when an outage in its local distribution system lasted more than 12 hours within a 24-hour period. Outages caused by storms or other conditions beyond its control are not paid.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Spoilage claims must be filed within 30 days of the date of the power outage. Review takes approximately 30 days.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"},{"kind":"process","claim":"Food claims up to $280 need only an itemized list; claims from $280 to $655 also need proof such as receipts or photos. Medicine needs a pharmacy receipt showing the medicine, amount paid, date and days of supply.","issues":["service_outage"],"source":"https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Under HEFPA, utilities may demand security deposits from existing customers who are delinquent, and customers may pay a deposit in up to 12 monthly installments. Late payment charges are limited to 1.5% per month.","issues":["deposit_refund","billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payment extensions of up to 10 days can be requested in My Account. Residential customers with a significant change in finances may get special payment agreement terms through the Financial Statement Form.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"Business customers may qualify for a 6-month payment agreement with as low as a 30% down payment.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/about-payment-agreements","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers can name a third party to receive a notice if the bill is overdue and service might be turned off.","issues":["disconnection"],"source":"https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services","last_verified":"2026-10-12"}],"known_blockers":["Payment agreements, payment extensions and life-support registration online need a My Account sign-in.","Medical certification must come from a medical doctor, nurse practitioner, physician assistant or local board of health official.","DPS says not to use its online complaint form after a final disconnection notice; call the hotline."],"official_domains":["coned.com"],"security":{"never_asks":[{"kind":"policy","claim":"Con Edison does not accept payment by prepaid gift card, cryptocurrency such as Bitcoin, wire transfer, or cash apps such as Venmo, Zelle or PayPal, whether in person, by phone or by text.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Con Edison says it will never ask for personally identifiable information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"The SmartCharge NY program will never ask for credit card information through a QR code. Only conEd.com/smartcharge and scny.ev.energy are legitimate SmartCharge NY pages.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Paid search ads imitate bill payment, for example \"Make A Bill Payment\", makeabillpayment.com or 1-888-479-3560. Con Edison names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites such as con3d.com and c0edison.com impersonate Con Edison.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID, ask for the account number, threaten shutoff within an hour and demand immediate payment by prepaid card or cryptocurrency. Con Edison account numbers changed from 15 to 11 digits, which scammers may exploit.","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"},{"kind":"policy","claim":"People knock on the door, claim to be from Con Edison and try to get inside. Real employees carry photo ID with their name and employee number.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unsolicited offers of discounts or refunds ask for personal or banking information.","source":"https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-report-phone","type":"phone","label":"Verify an employee or report a suspicious call (1-800-75-CONED)","value":"+1-800-752-6633","source":"https://www.coned.com/en/safety/energy-safety/beware-of-scammers","last_verified":"2026-10-12"}]}},{"id":"consumers-energy","name":"Consumers Energy","aliases":["Consumers","Consumers Energy Company"],"sector":"utility","parent":"CMS Energy","website":"https://www.consumersenergy.com","notes":"Electric and natural gas utility in Michigan. Regulated by the Michigan Public Service Commission (MPSC), whose rules set automatic outage credits. Consumers Energy uses one number, 800-477-5050, for residential customer service, outages, downed wires and gas leaks (call 911 first for emergencies).","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Downed wire or gas leak (call 911 first, then Consumers Energy)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial and industrial business customers","value":"+1-800-805-0490","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage or issue","value":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","purposes":["service_outage"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)","value":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","purposes":["disconnection"],"access":"open","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"Consumers Energy lists no complaint form, email or mailing address on its contact page; it lists fax 1-800-363-4806. Send a dated written dispute and keep proof of sending."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Michigan Public Service Commission (MPSC)."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Michigan Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with customer service, follow up in writing, then complain to the MPSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call customer service, dispute the bill and ask for a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"Send a dated written dispute with the account number and amount (the contact page lists fax 1-800-363-4806)."},{"do":"If not resolved, complain to the Michigan Public Service Commission."}]},{"issue":"disconnection","summary":"Ask for a payment arrangement or payment hold, apply for SER or CARE, and use winter, senior or medical protections.","evidence":["shutoff notice","account balance","household income documents","Medical Certification Form"],"steps":[{"do":"Call 800-477-5050 before the shutoff date. Ask for Payment Arrangements or a Payment Hold of up to 10 days.","channel":"customer-service-phone"},{"do":"Apply for State Emergency Relief on MI Bridges, and for the CARE program if household income is at or below 60% of State Median Income.","channel":"payment-assistance"},{"do":"If you are 65 or older or receive DHHS assistance or Medicaid with income below 150% FPL, enroll in the Winter Protection Plan.","channel":"payment-assistance"},{"do":"For a medical emergency, submit the Medical Certification Form with a doctor's written proof or public health notice, then call.","channel":"payment-assistance"}],"facts":[{"kind":"policy","claim":"Medical Emergency Protection gives up to 21 days of protection from shut-off with a doctor's written proof or a public health notice and the Medical Certification Form. Critical Care enrollment for life support or life-threatening conditions must be renewed yearly.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Winter Protection Plan prevents shut-off in winter (enrollment November to March) for customers 65 or older or receiving DHHS cash or food assistance or Medicaid, with income below 150% FPL. The Shut-Off Protection Plan gives 18 months of protection for qualifying customers 65+ with income below 200% FPL.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"The CARE program is a 24-month payment plan with an affordable fixed bill and past-due balance forgiveness for households at or below 60% of State Median Income; SER, SNAP or Home Heating Credit recipients are automatically eligible.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"A Payment Hold gives up to 10 extra days to pay the full bill, once per billing cycle. Active-duty customers called to full-time military service get up to 90 days of shut-off protection.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; MPSC outage credits are automatic. Call after 90 days if the credit is missing.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage online or call after calling 911 for a downed wire.","channel":"outage-report-online"},{"do":"If the credit is not on your account 90 days after power was restored, call customer service.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"Residential customers get a $42 base credit plus $42 for each further continuous 24-hour period without power. Thresholds are 16 continuous hours (under 1% of customers out), 48 hours (under 10% out), 96 hours in a catastrophic event (at least 1 in 10 customers out), or six outages over five minutes in 12 months.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"},{"kind":"process","claim":"Outage credits are automatic with no application and show up on the account in 90 days. If no credit appears 90 days after power is restored, call 800-477-5050.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy's outage credit page does not describe a food spoilage claim; it says homeowner's or renter's insurance may cover such losses.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"}]}],"facts":[{"kind":"compensation","claim":"Account holders 65 or older get an automatic Senior Citizen Bill Credit of $4 per month at their primary residence.","issues":["bill_increase"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"}],"known_blockers":["Consumers Energy does not publish a complaint form, email or mailing address on its contact page.","Medical Emergency Protection needs a doctor's written proof or public health notice."],"official_domains":["consumersenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Consumers Energy will never threaten to shut off service if a customer does not comply with demands.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy will never shut off service for non-payment without notifying the customer first. It sends a shut-off notice at least 10 days in advance.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy sends email or text updates about an account, bill or payment only to customers who signed up for alerts.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers call, visit or reach out on social media to collect a past-due bill and ask for wire transfers, cash, prepaid gift cards, a debit card number and PIN, or cryptocurrency.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators at the door ask to see the bill, claim to look into a gas leak, offer free products or upgrades, or say the bill is overdue and threaten to shut off service.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators copy Consumers Energy by phone, email, text and web to get full Social Security numbers, dates of birth, card or bank account numbers, or account numbers and login credentials.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam (customer service)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Confirm that a visitor is from Consumers Energy","value":"+1-800-760-3295","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}]}},{"id":"dominion-energy","name":"Dominion Energy","aliases":["Dominion","Dominion Energy Virginia","Dominion Energy South Carolina","Virginia Electric and Power Company"],"sector":"utility","website":"https://www.dominionenergy.com","account_url":"https://myaccount.dominionenergy.com","notes":"Electric utility in Virginia (Dominion Energy Virginia, legal name Virginia Electric and Power Company) and electric and gas utility in South Carolina (Dominion Energy South Carolina). Dominion sold its Ohio, Utah and North Carolina gas utilities to Enbridge in 2024; the last sale closed October 1, 2024, and the former Public Service Company of North Carolina now does business as Enbridge Gas North Carolina. Gas customers in those states should not use this file. State commissions: Virginia State Corporation Commission; Public Service Commission of South Carolina.","channels":[{"id":"va-customer-service-phone","type":"phone","label":"Virginia customer service (1-866-DOM-HELP); also the number to report downed power lines","value":"+1-866-366-4357","hours":"Monday to Friday, 8 a.m. to 5 p.m. Eastern for customer service","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"notes":"Dominion says to call 911 in all emergencies. Outages can also be reported online at myaccount.dominionenergy.com or seen on outagemap.dominionenergy.com.","source":"https://www.dominionenergy.com/virginia/customer-support","last_verified":"2026-10-12"},{"id":"va-payment-arrangement","type":"portal","label":"Virginia payment extension and payment plan request (sign-in)","value":"https://myaccount.dominionenergy.com/commonlanding/DeepLink/PaymentArrangement","purposes":["disconnection"],"access":"login","source":"https://www.dominionenergy.com/virginia/paying-my-bill/energy-assistance","last_verified":"2026-10-12"},{"id":"va-energy-assistance-page","type":"portal","label":"Virginia energy assistance (EnergyShare, PIPP, state fuel assistance)","value":"https://www.dominionenergy.com/virginia/paying-my-bill/energy-assistance","purposes":["disconnection"],"source":"https://www.dominionenergy.com/virginia/paying-my-bill/energy-assistance","last_verified":"2026-10-12"},{"id":"va-medical-email","type":"email","label":"Virginia Serious Medical Condition Certification form (physician-signed)","value":"demedical@domenergy.com","purposes":["disconnection"],"notes":"The form is on the Medical Conditions page and must be renewed every year.","source":"https://www.dominionenergy.com/virginia/start-stop-service/medical-conditions","last_verified":"2026-10-12"},{"id":"sc-customer-support-phone","type":"phone","label":"South Carolina customer support (non-emergency)","value":"+1-800-251-7234","hours":"Monday to Friday, 7 a.m. to 6 p.m. ET","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.dominionenergy.com/south-carolina/customer-support","last_verified":"2026-10-12"},{"id":"sc-email-form","type":"web_form","label":"South Carolina \"Email Us\" contact form for non-urgent account questions","value":"https://account.dominionenergysc.com/contact","purposes":["billing_error","bill_increase","poor_service"],"source":"https://www.dominionenergy.com/south-carolina/customer-support","last_verified":"2026-10-12"},{"id":"sc-downed-lines-phone","type":"phone","label":"South Carolina downed or sparking power lines","value":"+1-888-333-4465","hours":"24/7","purposes":["service_outage"],"source":"https://www.dominionenergy.com/south-carolina/report-outage-or-emergency","last_verified":"2026-10-12"},{"id":"sc-gas-leak-phone","type":"phone","label":"South Carolina gas leak (call from a safe place)","value":"+1-800-815-0083","hours":"24/7","source":"https://www.dominionenergy.com/south-carolina/report-outage-or-emergency","last_verified":"2026-10-12"},{"id":"sc-white-cross-phone","type":"phone","label":"South Carolina White Cross sign-up (customers who rely on electric medical equipment)","value":"+1-800-922-8802","purposes":["service_outage","disconnection"],"source":"https://www.dominionenergy.com/-/media/content/paying-my-bill/billing-options/pdfs/south-carolina/customer-assistance-programs/customer-assistance-programs.pdf","last_verified":"2026-10-12"},{"id":"sc-assistance-page","type":"portal","label":"South Carolina assistance (EnergyShare, LIHEAP, weatherization; community action agency list)","value":"https://www.dominionenergy.com/assistancesc","purposes":["disconnection"],"source":"https://www.dominionenergy.com/-/media/content/paying-my-bill/billing-options/pdfs/south-carolina/customer-assistance-programs/customer-assistance-programs.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"va-customer-service-phone","note":"South Carolina: sc-customer-support-phone."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"sc-email-form","note":"Dominion publishes no complaint address. In Virginia, put the dispute in writing to the address on the bill."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Virginia State Corporation Commission; Public Service Commission of South Carolina."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute with Dominion first, but pay any undisputed amount because a pending claim does not stop a disconnection in Virginia.","evidence":["the bill","meter readings on the bill","earlier bills","notes of each call"],"steps":[{"do":"Call customer service. Ask if the reading was estimated and ask for a correction or a meter check.","channel":"va-customer-service-phone"},{"do":"Pay the undisputed part by the due date."},{"do":"If Dominion does not fix it, ask for a supervisor, then complain to the state commission."}],"facts":[{"kind":"policy","claim":"Dominion's Virginia terms and conditions say it may discontinue service under its listed conditions irrespective of any claims the customer has pending against the company.","issues":["billing_error","disconnection"],"source":"https://www.dominionenergy.com/-/media/content/rates-and-tariffs/pdfs/virginia/terms-conditions/vatc16ra.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for an extension or a payment plan before the due date, apply for assistance, and file a medical certification if it applies.","evidence":["disconnection notice","account number","physician-signed medical form if it applies"],"steps":[{"do":"Sign in and request a due date extension or a payment plan, or call customer service.","channel":"va-payment-arrangement"},{"do":"Apply for EnergyShare or state assistance.","channel":"va-energy-assistance-page"},{"do":"If someone has a serious medical condition, have the physician complete the Serious Medical Condition Certification and email it.","channel":"va-medical-email"},{"do":"In South Carolina, call to request a medical certificate at least three days before the scheduled disconnection (December 1 to March 31 only).","channel":"sc-customer-support-phone"}],"facts":[{"kind":"deadline","claim":"In Virginia, Dominion may disconnect for nonpayment after ten (10) days' notice of discontinuance.","issues":["disconnection"],"source":"https://www.dominionenergy.com/-/media/content/rates-and-tariffs/pdfs/virginia/terms-conditions/vatc16ra.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Virginia, residential disconnections for nonpayment are not worked when the forecast is 92 degrees Fahrenheit or higher, or 32 degrees Fahrenheit or lower, within 24 hours after the scheduled disconnect, or on Fridays, weekends, state holidays or the business day before a state holiday.","issues":["disconnection"],"source":"https://www.dominionenergy.com/-/media/content/rates-and-tariffs/pdfs/virginia/terms-conditions/vatc16ra.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Virginia payment plan splits the past-due balance into equal monthly payments for up to 6 months, requires a down payment, and adds a 1.5% late charge to the remaining past-due balance on each bill. A missed payment may cancel the plan.","issues":["disconnection"],"source":"https://www.dominionenergy.com/virginia/paying-my-bill/energy-assistance","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Virginia EnergyShare pays up to $600 for heating (October 1 to May 31) and up to $300 for cooling (June 1 to September 30) for customers in a crisis, through partner agencies.","issues":["disconnection"],"source":"https://www.dominionenergy.com/virginia/paying-my-bill/energy-assistance","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Virginia medical certification must be renewed each year; Dominion must receive the new form within 30 days of the anniversary date of the last form, or it removes the medical notation.","issues":["disconnection"],"source":"https://www.dominionenergy.com/virginia/start-stop-service/medical-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"In South Carolina, a medical certificate signed by a licensed healthcare provider must reach Dominion at least three days before the scheduled disconnection. The program is available only December 1 to March 31.","issues":["disconnection"],"source":"https://www.dominionenergy.com/-/media/content/paying-my-bill/billing-options/pdfs/south-carolina/customer-assistance-programs/customer-assistance-programs.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"South Carolina EnergyShare offers up to $1,000 in bill assistance for customers at or below 200% of the federal poverty level, through the local community action agency.","issues":["disconnection"],"source":"https://www.dominionenergy.com/south-carolina/paying-my-bill/billing-options/energyshare","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report online or by phone; register medical equipment users in advance.","evidence":["account number or service address","outage start time"],"steps":[{"do":"Report the outage at myaccount.dominionenergy.com, or call to report a downed line.","channel":"va-customer-service-phone"},{"do":"In South Carolina, call about downed lines, and sign up for White Cross if someone relies on electric medical equipment.","channel":"sc-white-cross-phone"}]}],"tips":[{"kind":"official","text":"In Virginia, Third Party Notice adds a person who is told about past-due amounts but does not have to pay. South Carolina has a similar Third Party Notification program.","issues":["disconnection"],"source":"https://www.dominionenergy.com/virginia/paying-my-bill/billing-options","last_verified":"2026-10-12"}],"known_blockers":["Payment extensions and plans in Virginia are requested after signing in, or by the account holder by phone.","The Virginia medical form needs a physician's statement and signature."],"official_domains":["dominionenergy.com","dominionenergysc.com"],"security":{"never_asks":[{"kind":"policy","claim":"Dominion Energy never takes in-person payments.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Dominion Energy employees do not take payments over the phone. Phone payments go only through its automated system.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Dominion Energy will never ask a customer to buy a money order, prepaid debit or credit card, or gift card.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Dominion Energy will never require a job applicant to pay for equipment before or after accepting a position with the company.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that calls appear to come from Dominion Energy.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers sometimes make payments to a customer's account to verify information. Dominion Energy asks customers to report unrecognized payments.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers set up fake websites and customer service numbers to capture personal information.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake job offers ask people to pay for equipment. Real Dominion Energy job offers come only through its online applicant portal.","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspicious calls, texts and emails to Dominion Energy","value":"https://www.dominionenergy.com/safety/scams/report-a-scammer","source":"https://www.dominionenergy.com/safety/scams/report-a-scammer","last_verified":"2026-10-12"},{"id":"verify-call-va-nc-phone","type":"phone","label":"Verify a call (customer service, Virginia and North Carolina)","value":"+1-866-366-4357","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"},{"id":"verify-call-sc-phone","type":"phone","label":"Verify a call (customer service, South Carolina)","value":"+1-800-251-7234","source":"https://www.dominionenergy.com/safety/scams","last_verified":"2026-10-12"}]}},{"id":"dte-energy","name":"DTE Energy","aliases":["DTE","DTE Electric","DTE Gas"],"sector":"utility","parent":"DTE Energy Company","website":"https://www.dteenergy.com","notes":"Electric (DTE Electric, southeast Michigan) and natural gas (DTE Gas, Michigan) utility. Regulated by the Michigan Public Service Commission (MPSC), whose rules set automatic outage credits. On 2026-10-12 the DTE home page said website and app sign-in and payments were having technical issues.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential assistance (press 2 for electric emergency or power problem)","value":"+1-800-477-4747","hours":"Mon-Fri 8 a.m.-5 p.m.","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.dteenergy.com/us/en/quicklinks/contact-us.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Electric emergency or power problem (downed line or outage), press 2","value":"+1-800-477-4747 ext. 2","purposes":["service_outage"],"source":"https://www.dteenergy.com/us/en/quicklinks/contact-us.html","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Gas Leak Hotline (call 911 first)","value":"+1-800-947-5000","hours":"24/7","source":"https://www.dteenergy.com/us/en/quicklinks/contact-us.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business assistance (855 DTE 4BIZ)","value":"+1-855-383-4249","hours":"Mon-Fri 8 a.m.-5 p.m.","source":"https://www.dteenergy.com/us/en/quicklinks/contact-us.html","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage (Outage Center)","value":"https://outage.dteenergy.com/report-outage","purposes":["service_outage"],"source":"https://www.dteenergy.com/","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"File a Complaint or a Compliment","value":"https://newlook.dteenergy.com/wps/wcm/connect/dte-web/quicklinks/file-compliant","purposes":["billing_error","poor_service","service_outage"],"notes":"Linked from the DTE Contact Us page; the complaint instructions did not render for automated review.","source":"https://www.dteenergy.com/us/en/quicklinks/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Damage claim form (hosted on Smartsheet)","value":"https://app.smartsheet.com/b/form/87a711674dde4b57ae2b83ac7703b266","purposes":["service_outage"],"access":"open","notes":"Customer of record or property owner only. Include invoices, receipts and photos.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/damages-claims.html","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment Agreement (set up in the online account)","value":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/payment-agreement.html","purposes":["disconnection"],"access":"login","source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/payment-agreement.html","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Energy assistance and protection programs (Winter Protection Plan, medical hold, critical care)","value":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/general-assistance.html","purposes":["disconnection"],"access":"open","source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/general-assistance.html","last_verified":"2026-10-12"},{"id":"medical-hold-email","type":"email","label":"Medical emergency hold and critical care (submit the Medical Certification Form)","value":"medicalhold@dteenergy.com","purposes":["disconnection"],"notes":"Or use the Document Submission Portal. Form must be completed in English by a physician or public health official.","source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/general-assistance.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Michigan Public Service Commission (MPSC)."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Michigan Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill by phone or the complaint form; if DTE does not fix it, complain to the MPSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call DTE residential assistance, dispute the bill and ask for a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"Put the complaint in writing through the File a Complaint form.","channel":"complaint-form"},{"do":"If not resolved, complain to the Michigan Public Service Commission."}]},{"issue":"disconnection","summary":"Call DTE for a payment agreement, enroll in the Winter Protection Plan (Nov 1-Mar 31) if eligible, and submit a medical hold for up to 21 days.","evidence":["shutoff notice","account balance","household income documents","Medical Certification Form"],"steps":[{"do":"Call DTE before the shutoff date and ask for a payment plan, or set up a Payment Agreement online.","channel":"customer-service-phone"},{"do":"If you are income-qualified or 65 or older, enroll in the Winter Protection Plan.","channel":"payment-assistance"},{"do":"For a medical emergency, send the Medical Certification Form signed by a physician or public health official.","channel":"medical-hold-email"},{"do":"Apply for State Emergency Relief through MI Bridges (not while on the Winter Protection Plan)."},{"do":"If DTE does not help, contact the MPSC before the shutoff date."}],"facts":[{"kind":"policy","claim":"The Winter Protection Plan runs November 1 through March 31 for income-qualified customers and seniors 65 and older regardless of income. Customers pay at least 7% of the estimated annual bill each month. Seniors disconnected before applying are reconnected without payment.","issues":["disconnection"],"source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/general-assistance.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A medical emergency hold confirmed by a physician or public health official lasts up to 21 days. Critical Care (life-support or home medical equipment) uses the same form and must be renewed annually.","issues":["disconnection"],"source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/general-assistance.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Active military protection gives up to 90 days, with possible extensions, when the customer or spouse is called to full-time active service; past-due amounts can go on a plan of up to 12 months.","issues":["disconnection"],"source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/general-assistance.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payment Agreements are available to all residential and commercial customers with a past-due balance. They need an initial down payment, with the rest in monthly installments without late fees.","issues":["disconnection"],"source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/energy-assistance/payment-agreement.html","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; MPSC outage credits are automatic. DTE pays damage claims it is responsible for, not storm food loss.","evidence":["outage dates and times","invoices","receipts","photos"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"},{"do":"Check that the automatic outage credit appears within 1-2 billing cycles (up to 90 days). Ask DTE if it does not.","channel":"customer-service-phone"},{"do":"If you believe DTE caused property damage, submit the damage claim form with invoices, receipts and photos.","channel":"claims-form"}],"facts":[{"kind":"compensation","claim":"Customers with a qualifying outage between Oct. 1, 2025 and Sept. 30, 2026 receive a $42 bill credit; outages after Oct. 1, 2026 receive $44. Qualifying outages are more than 16 hours (event affecting 1% or less of customers), more than 48 hours (event affecting more than 1%), more than 96 hours in catastrophic conditions, or six outages in 12 months.","issues":["service_outage"],"source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/damages-claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Outage credit eligibility is determined automatically with no request needed; the credit posts within 1-2 billing cycles or up to 90 days after the outage.","issues":["service_outage"],"source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/damages-claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"DTE is not responsible for hotel or lodging costs, food loss, or appliances damaged by voltage surges caused by storms or weather. Online damage claims get a decision within 30 days.","issues":["service_outage"],"source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/damages-claims.html","last_verified":"2026-10-12"}]}],"known_blockers":["Payment Agreements are set up in the online account (sign-in required).","The Medical Certification Form must be completed in English by a physician or public health official."],"official_domains":["dteenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"DTE does not endorse or require a prepaid debit card for payment, and does not require a specific form of payment.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"DTE does not set unrealistic payment deadlines or threaten to disconnect power within a period of hours.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"DTE does not collect cash or accept bill payments at homes or businesses, and its employees never deliver cash refunds or rebates to homes.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"DTE will never come to a customer's home and ask to see the bill.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"DTE does not charge for line clearance (tree-trimming) work.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"DTE Energy will not ask for personal or account information in an email, unless the customer contacted DTE first and DTE is clarifying the request.","source":"https://www.dteenergy.com/us/en/residential/billing-and-payments/online-account/safety-and-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be DTE employees to get into homes, often targeting senior citizens, new homeowners and people who live alone.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People at the door claim to offer a DTE Electric or DTE Gas refund to get into the home.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers place sponsored ads in search engine listings when customers search for DTE's website or try to start service or pay a bill.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers spoof caller ID to look like DTE and demand immediate payment or tell the customer to get a prepaid debit card.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Solar panel sellers claim to be associated with DTE. DTE does not sell solar panels or solar panel equipment.","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a call or visit (customer service)","value":"+1-800-477-4747","source":"https://www.dteenergy.com/us/en/residential/emergency-and-safety/problems/energy-fraud-and-scams.html","last_verified":"2026-10-12"}]}},{"id":"duke-energy","name":"Duke Energy","aliases":["Duke","Duke Energy Carolinas","Duke Energy Progress","Duke Energy Florida","Duke Energy Indiana","Duke Energy Ohio","Duke Energy Kentucky","Piedmont Natural Gas"],"sector":"utility","website":"https://www.duke-energy.com","notes":"Electric operating companies: Duke Energy Carolinas and Duke Energy Progress (North Carolina and South Carolina), Duke Energy Florida, Duke Energy Indiana, and Duke Energy Ohio/Kentucky (electric and gas). Piedmont Natural Gas is Duke's gas utility in the Carolinas. Phone numbers differ by operating company; the bill shows which one serves the account. Duke Energy Carolinas and Duke Energy Progress applied in 2025 to combine into one utility; Duke targets January 1, 2027. Duke sold its Tennessee Piedmont Natural Gas business to Spire on March 31, 2026 (now Spire Tennessee). State commissions: North Carolina Utilities Commission (consumer complaints go to its Public Staff), Public Service Commission of South Carolina, Florida Public Service Commission, Indiana Utility Regulatory Commission, Public Utilities Commission of Ohio, Kentucky Public Service Commission.","channels":[{"id":"dec-customer-service-phone","type":"phone","label":"Duke Energy Carolinas residential customer service and pay by phone","value":"+1-800-777-9898","hours":"7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Duke also lists this number for high water and nuclear emergencies.","source":"https://www.duke-energy.com/Customer-Service/Business?jur=SC01","last_verified":"2026-10-12"},{"id":"dep-customer-service-phone","type":"phone","label":"Duke Energy Progress customer service and pay by phone","value":"+1-800-452-2777","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-customer-service-phone","type":"phone","label":"Duke Energy Florida customer service and pay by phone","value":"+1-800-700-8744","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-customer-service-phone","type":"phone","label":"Duke Energy Indiana customer service and pay by phone","value":"+1-800-521-2232","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-customer-service-phone","type":"phone","label":"Duke Energy Ohio and Kentucky customer service (billing, usage history, medical certificates)","value":"+1-800-544-6900","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dec-outage-phone","type":"phone","label":"Report an outage, Duke Energy Carolinas (800-POWERON)","value":"+1-800-769-3766","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dep-outage-phone","type":"phone","label":"Report an outage, Duke Energy Progress","value":"+1-800-419-6356","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-outage-phone","type":"phone","label":"Report an outage, Duke Energy Florida","value":"+1-800-228-8485","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-outage-phone","type":"phone","label":"Report an outage, Duke Energy Indiana","value":"+1-800-343-3525","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-outage-phone","type":"phone","label":"Report an outage, Duke Energy Ohio and Kentucky","value":"+1-800-543-5599","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to 57801 from the mobile phone on the electric account to report an outage","value":"57801","purposes":["service_outage"],"notes":"Text REG to the same number to sign up for outage alerts.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Duke Energy natural gas emergencies (also call 911)","value":"+1-800-634-4300","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"piedmont-phone","type":"phone","label":"Piedmont Natural Gas emergencies and pay bill (also call 911 for a gas emergency)","value":"+1-800-752-7504","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"installment-plans-page","type":"portal","label":"Due date extensions and installment plans","value":"https://www.duke-energy.com/home/billing/assistance/installment-plans","purposes":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"id":"medical-certificate-request","type":"web_form","label":"Medical certificate request (Duke Energy Ohio and Kentucky)","value":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","purposes":["disconnection"],"notes":"The licensed medical practitioner must request the certificate. A request does not guarantee approval.","source":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","last_verified":"2026-10-12"},{"id":"medically-essential-page","type":"portal","label":"Medically Essential program (Carolinas)","value":"https://www.duke-energy.com/Home/Billing/Special-Assistance/Medically-Essential?jur=SC01","purposes":["disconnection"],"source":"https://www.duke-energy.com/Home/Billing/Special-Assistance/Medically-Essential?jur=SC01","last_verified":"2026-10-12"},{"id":"life-support-request","type":"web_form","label":"Life Support Program request (helps Duke locate customers with electric life support equipment)","value":"https://www.duke-energy.com/home/billing/special-assistance/life-support","purposes":["service_outage"],"source":"https://www.duke-energy.com/home/billing/special-assistance/life-support","last_verified":"2026-10-12"},{"id":"share-the-light-page","type":"portal","label":"Share the Light Fund (bill assistance through partner agencies)","value":"https://www.duke-energy.com/home/billing/special-assistance/share-the-light","purposes":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the customer service number for your operating company (on the bill)."},{"rung":"supervisor"},{"rung":"written_complaint","note":"Duke publishes no complaint email, form or mailing address. Put the dispute in writing through the account or by mail to the address on the bill."},{"rung":"state_agency","agency_kind":"utility_commission","note":"North Carolina: informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint to the Commission. Other states: the state commission listed in notes."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Duke first, keep paying undisputed amounts, then go to the state commission.","evidence":["the bill","meter readings shown on the bill","earlier bills for comparison","notes of each call with date and name"],"steps":[{"do":"Call customer service for your operating company. Ask whether the bill used an actual or an estimated reading, and ask for a correction.","channel":"dec-customer-service-phone","note":"Use the number for your own operating company. Each one is a separate channel in this file."},{"do":"If you think the meter is wrong, ask for a meter test and ask what it costs."},{"do":"Keep paying the part of the bill you do not dispute. Duke's South Carolina tariff says a claim against Duke cannot be set off against money owed for service."},{"do":"If Duke does not fix it, ask for a supervisor, then complain to the state utility commission."}],"facts":[{"kind":"fee","claim":"Duke Energy Carolinas' South Carolina service regulations list a meter test charge of $50.00 for self-contained meters and $65.00 for all other meters, for tests beyond the commission's test schedule.","issues":["billing_error"],"source":"https://p-cd.duke-energy.com/-/media/pdfs/for-your-home/rates/electric-sc/scleafs.pdf?rev=63f20062096c48ce9b94acecd09f7166","last_verified":"2026-10-12"},{"kind":"process","claim":"In North Carolina, Duke says a customer may appeal a company decision with an informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint with the Commission.","issues":["billing_error","disconnection"],"source":"https://www.duke-energy.com/-/media/pdfs/for-your-home/dec-powerpair-terms-and-conditions.pdf?rev=431cd69341c344dcb7170779f97802f5","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a due date extension or installment plan before the due date; use a medical certificate if someone's health is at risk.","evidence":["disconnection notice","account number","physician contact for a medical certificate"],"steps":[{"do":"Call customer service before the due date. Ask for a due date extension (up to 10 business days) or an installment plan.","channel":"dec-customer-service-phone","note":"Use the number for your own operating company."},{"do":"In Ohio or Kentucky, if disconnection would be especially dangerous to someone's health, call 800-544-6900 to check eligibility for a medical certificate. The medical practitioner then requests it.","channel":"medical-certificate-request"},{"do":"Apply for help from the Share the Light Fund through a local partner agency.","channel":"share-the-light-page"},{"do":"If Duke will not agree to terms, complain to the state utility commission before the disconnection date."}],"facts":[{"kind":"policy","claim":"A Due Date Extension gives up to 10 business days beyond the original due date.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Installment Plans for residential customers split past-due balances or deposits into equal monthly payments. No down payment is required, and the first payment is due with the next statement.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke's Medical Certification (Ohio and Kentucky) prevents disconnection for 30 days, or restores service if the certificate is provided within 21 days of disconnection. A household may get three certifications in a 12-month period and must enter an extended payment plan.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/special-assistance/medical-certification-and-customer-rights","last_verified":"2026-10-12"},{"kind":"policy","claim":"In the Carolinas, the Medical Alert (Duke Energy Carolinas) and Medically Essential (Duke Energy Progress) programs flag the account but do not prevent disconnection for nonpayment.","issues":["disconnection"],"source":"https://p-cd.duke-energy.com/-/media/pdfs/for-your-home/bill-inserts-2022/05may/annual-3rd-party-medical-alert-reg-dep-carolinas.pdf?la=en&rev=a49ce0bc7c9149e4bfb6649a03a75d0c","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Share the Light Fund pays energy bills, deposits and reconnection or connection charges for qualifying customers through partner agencies.","issues":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage to the outage line for your operating company, by text, or in the app.","evidence":["account number or service address","outage start time"],"steps":[{"do":"Report the outage by phone for your operating company, or text OUT to 57801 from the phone on the account.","channel":"outage-text"},{"do":"If someone uses electric life support equipment, register for the Life Support Program before an outage.","channel":"life-support-request"}]}],"tips":[{"kind":"official","text":"Each Duke operating company has its own customer service and outage number. Use the one that matches the company name on the bill.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}],"known_blockers":["duke-energy.com returned HTTP 403 to automated requests on 2026-10-12, and the main site showed a \"Be Right Back\" page. Values here come from that page and from search results on duke-energy.com.","Account changes, payment arrangements and extensions need sign-in to the Duke Energy account or a call by the account holder."],"official_domains":["duke-energy.com","piedmontng.com"],"security":{"never_asks":[{"kind":"policy","claim":"Duke Energy says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information (January 2022 news release).","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy and Piedmont Natural Gas employees will never ask for cash or prepaid cards in exchange for service.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy never asks a customer with a delinquent account to buy a prepaid debit card to avoid disconnection. Delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection (March 2017 news release).","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim to be Duke Energy representatives and threaten shutoff unless a payment is made quickly, often by prepaid card, money wire or money order, then ask for the card's receipt number and PIN.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers have copied Duke Energy's automated payment phone system so their callback numbers seem real, and some spoof Duke's customer service number on caller ID.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Duke Energy during storms with live calls or robocalls. Duke says a caller who asks for payment by prepaid debit card is a red flag.","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors come to homes and businesses claiming to be utility employees. Duke advises not to let anyone in unless their identity is verified or the visit was scheduled.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scams-page","type":"web_form","label":"Duke Energy scams and fraud page (reporting)","value":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","notes":"The page blocked automated readers (HTTP 403) on 2026-10-12, so its contents were not checked. Duke also tells customers to use the number on their bill.","source":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","last_verified":"2026-10-12"}]}},{"id":"duquesne-light","name":"Duquesne Light Company","aliases":["Duquesne Light","DLC"],"sector":"utility","website":"https://www.duquesnelight.com","notes":"Electric distribution utility for Pittsburgh, Allegheny County and Beaver County, Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), Bureau of Consumer Services. duquesnelight.com HTML pages return no text to automated fetches; values below come from Duquesne Light PDFs (sample residential bill dated 2026, Customer Assistance Programs guide with 2026 income guidelines), its newsroom, PA PUC pages, and search-result summaries where noted. Customers who buy supply from a competitive supplier call that supplier about supply charges (the supplier's number is on the bill).","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (TTY 711)","value":"+1-888-393-7100","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://duquesnelight.com/customer-support/contact says agents are available Monday-Friday 8 a.m.-5 p.m. and the automated system 24/7, and that business customers use 412-393-7300. Older DLC pages list 412-393-7100.","source":"https://duquesnelight.com/docs/default-source/pdf-library/understanding-your-bill_residential.pdf?sfvrsn=e03fef44_4","last_verified":"2026-10-13"},{"id":"written-mail","type":"mail","label":"Written correspondence (from the bill's \"Contact us ... in writing\" line)","value":"Duquesne Light Company, 411 7th Ave., Ste 3, Pittsburgh, PA 15219","purposes":["billing_error","disconnection","poor_service"],"notes":"Payments go to a different address (PO Box 371324, Pittsburgh PA 15250-7324 on the sample bill).","source":"https://duquesnelight.com/docs/default-source/pdf-library/understanding-your-bill_residential.pdf?sfvrsn=e03fef44_4","last_verified":"2026-10-13"},{"id":"universal-services-phone","type":"phone","label":"Universal Services Center (CAP, Hardship Fund, CARES, LIHEAP help)","value":"+1-888-393-7600","hours":"Mon-Fri 8 a.m.-5 p.m.","purposes":["payment_assistance","disconnection"],"source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"},{"id":"cap-application","type":"portal","label":"Customer Assistance Program (CAP) online application","value":"https://duquesnelight.com/CAP","purposes":["payment_assistance","disconnection"],"notes":"Printed in the guide as DuquesneLight.com/CAP.","source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"},{"id":"payment-arrangement-portal","type":"portal","label":"Payment arrangement online application","value":"https://duquesnelight.com/account-billing/payment-assistance/payment-arrangements/payment-arrangement-application","purposes":["payment_assistance","disconnection"],"notes":"A search-result summary of the payment arrangements page says the online portal is for active residential customers. Customers whose service is off can use the Restoration Portal.","source":"https://newsroom.duquesnelight.com/need-help-managing-your-electric-bill","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Report outages, downed or low wires and other hazards","value":"+1-888-393-7000","hours":"24/7","purposes":["service_outage"],"notes":"Seen only in a search-result summary of this page (the page returns no text to automated fetches). The same summary also shows 412-393-7000. Outages can also be reported online or in the app.","source":"https://duquesnelight.com/outages-safety/report-outage","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"Duquesne Light does not publish a separate escalation line. Ask for a supervisor and a reference number."},{"rung":"written_complaint","channel":"written-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Pennsylvania Public Utility Commission (PUC), 1-800-692-7380. The PUC says you must contact the utility before you file a complaint; use the informal complaint process first."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Pennsylvania Office of Attorney General, Bureau of Consumer Protection (1-800-441-2555, per a 2019 Duquesne Light release)."}],"playbooks":[{"issue":"billing_error","summary":"Call Duquesne Light before the due date, then write, then file an informal complaint with the PA PUC.","evidence":["the disputed bill","earlier bills","meter readings (the bill marks each reading Act or Est)","call notes with reference numbers"],"steps":[{"do":"Call before the due date. Check whether the reading on page 2 of the bill is marked \"Act\" (actual) or \"Est\" (estimated) and ask for a correction.","channel":"customer-service-phone"},{"do":"If the call does not fix it, write to Duquesne Light with the account number, the charge and the correction you want.","channel":"written-mail"},{"do":"If it is still not fixed, file an informal complaint with the PA PUC."}],"facts":[{"kind":"process","claim":"Duquesne Light's bill says to contact it with billing questions before the due date, and that its website has rate schedules and how to verify bill accuracy.","issues":["billing_error"],"source":"https://duquesnelight.com/docs/default-source/pdf-library/understanding-your-bill_residential.pdf?sfvrsn=e03fef44_4","last_verified":"2026-10-13"},{"kind":"process","claim":"The PA PUC says that for most concerns you must contact the utility before you file a complaint through the PUC, and recommends the informal complaint process first.","issues":["billing_error","disconnection","poor_service"],"source":"https://www.puc.pa.gov/complaints/","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Call before the shutoff date for a payment arrangement or CAP; use a medical certificate if someone is seriously ill; Pennsylvania's winter rules run December 1 to March 31.","evidence":["termination notice","account number","medical certificate from a licensed physician","physician assistant or nurse practitioner","household income documents"],"steps":[{"do":"Call Duquesne Light at once and ask for a payment arrangement, or apply online.","channel":"payment-arrangement-portal"},{"do":"If your income is at or below 150% of the federal poverty guidelines, apply for CAP. Ask the Universal Services Center about a Hardship Fund grant or a LIHEAP Crisis grant.","channel":"universal-services-phone"},{"do":"If someone in the household is seriously ill, have a licensed physician, physician assistant or nurse practitioner send a medical certificate. Keep paying what you can."},{"do":"If no affordable arrangement is offered, call the PA PUC hotline (1-800-692-7380) before the shutoff date."}],"facts":[{"kind":"policy","claim":"Duquesne Light's bill says DLC may contact customers on the day of a scheduled disconnect for nonpayment, but it reaches out well before then.","issues":["disconnection"],"source":"https://duquesnelight.com/docs/default-source/pdf-library/understanding-your-bill_residential.pdf?sfvrsn=e03fef44_4","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Pennsylvania (PUC fact sheet, February 2026): before disconnection the utility sends a 10-day notice and attempts contact at least three days before the disconnection date. A termination notice is valid for 60 days; termination can occur any time between day 11 and day 60 after the notice.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pennsylvania (PUC fact sheet): the Winter Moratorium protects consumers from utility termination between December 1 and March 31, but service can be terminated in winter without PUC approval if the customer fails to be a responsible utility customer or has income outside the utility's income-qualifying guidelines.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pennsylvania (PUC fact sheet): service will not be disconnected while a household member is certified as seriously ill by a licensed physician, physician assistant or nurse practitioner. Initial medical certification can last up to 30 days, with extension of up to an additional 60 days. The customer must keep paying the bill.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pennsylvania (PUC fact sheet): the utility must offer one payment arrangement and may be required to offer another; the PUC may be able to establish one payment arrangement. The PUC cannot set a payment arrangement on CAP arrears.","issues":["disconnection","payment_assistance"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Payment arrangements are open to all residential customers; CAP, the Hardship Fund, LIHEAP and CARES help income-eligible or hardship households.","evidence":["current bill","proof of income for all household members","names and birth dates of household members"],"steps":[{"do":"For a past-due balance, apply for a payment arrangement online or by phone.","channel":"payment-arrangement-portal"},{"do":"Apply for CAP online or through a CAP agency appointment.","channel":"cap-application"},{"do":"Call the Universal Services Center about the Hardship Fund (Dollar Energy Fund), CARES or LIHEAP.","channel":"universal-services-phone"},{"do":"Apply for LIHEAP through COMPASS (www.compass.state.pa.us) or the LIHEAP helpline 866-857-7095 while the program is open."}],"facts":[{"kind":"policy","claim":"Duquesne Light payment arrangements have no income requirement. Installments are billed with current monthly charges, and both must be paid on time and in full each month.","issues":["payment_assistance"],"source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"},{"kind":"policy","claim":"Duquesne Light CAP: the monthly payment is based on household income and size. 1/36th of the debt frozen at enrollment is forgiven for each full monthly payment; three consecutive years of full payments eliminate it.","issues":["payment_assistance"],"source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"},{"kind":"limit","claim":"Duquesne Light CAP 2026 income guidelines (maximum gross monthly income): 1 person $1,995; 2 $2,705; 3 $3,415; 4 $4,125; add $710 for each additional household member.","issues":["payment_assistance"],"source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"},{"kind":"limit","claim":"Duquesne Light Hardship Fund (Dollar Energy Fund grants): the electric balance must be at least $100 (seniors 62 and over may have a zero balance); income must be at or below 200%; income-eligible customers must have paid up to $150 in the past 90 days (seniors up to $100; CAP customers 3 CAP payments or $150, whichever is lower).","issues":["payment_assistance","disconnection"],"source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"LIHEAP opens November 1 and closes the first Friday in April. Crisis grants are for customers facing termination or already disconnected; the Cash grant must be applied for first.","issues":["payment_assistance","disconnection"],"source":"https://duquesnelight.com/docs/default-source/wattchoice/customer-assistance-programs-guide.pdf?sfvrsn=9415ed44_2","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report outages online, in the app or by phone; check breakers first if only your home is out.","evidence":["service address","outage start time"],"steps":[{"do":"If neighbors have power, check your breakers or fuses first. Then report the outage online, in the app, or by phone.","channel":"outage-phone"}]}],"known_blockers":["duquesnelight.com HTML pages return no text to automated fetches; PDFs under duquesnelight.com/docs and newsroom.duquesnelight.com are readable.","The damage-claim channel (a phone number and an online claim) appeared only in a search-result summary without a clear source page, so it is not listed. Ask customer service for the claim process."],"official_domains":["duquesnelight.com"],"security":{"never_asks":[{"kind":"policy","claim":"Duquesne Light says it does not ask for prepaid card purchases or go door-to-door selling products.","source":"https://duquesnelight.com/docs/default-source/pdf-library/understanding-your-bill_residential.pdf?sfvrsn=e03fef44_4","last_verified":"2026-10-13"},{"kind":"policy","claim":"Duquesne Light says it will never threaten immediate shut-off for missing a payment, and will always schedule an appointment in advance if an employee needs to access your home (2019 release).","source":"https://newsroom.duquesnelight.com/here-for-you-with-tips-to-avoid-common-utility-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers threaten same-day shutoff and tell customers to pay with a prepaid card. Caller ID may be spoofed, and call-back numbers may mimic Duquesne Light's greeting.","source":"https://newsroom.duquesnelight.com/here-for-you-with-tips-to-avoid-common-utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"People posing as utility workers try to get into homes, sometimes in pairs so one distracts the resident while the other steals.","source":"https://newsroom.duquesnelight.com/here-for-you-with-tips-to-avoid-common-utility-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-888-393-7100","notes":"The bill says to ask for company ID and to call this number if unsure. A 2019 release lists 412-393-7100 for the same purpose.","source":"https://duquesnelight.com/docs/default-source/pdf-library/understanding-your-bill_residential.pdf?sfvrsn=e03fef44_4","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam online","value":"https://duquesnelight.com/customer-support/avoid-scams/report-scams","notes":"Seen in search results with the text \"Report it to Duquesne Light at 888-393-7100 or by submitting a report online.\" The page returns no text to automated fetches.","source":"https://duquesnelight.com/customer-support/avoid-scams/report-scams","last_verified":"2026-10-13"}]}},{"id":"entergy","name":"Entergy","aliases":["Entergy Arkansas","Entergy Louisiana","Entergy Mississippi","Entergy New Orleans","Entergy Texas"],"sector":"utility","website":"https://www.entergy.com","account_url":"https://www.myentergy.com","notes":"Operating companies: Entergy Arkansas, Entergy Louisiana, Entergy Mississippi, Entergy New Orleans and Entergy Texas, each with its own website. All share the customer service and outage numbers below. Regulators: Arkansas Public Service Commission, Louisiana Public Service Commission, Mississippi Public Service Commission, New Orleans City Council (for Entergy New Orleans) and Public Utility Commission of Texas.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (800-ENTERGY)","value":"+1-800-368-3749","hours":"Monday to Friday, 7 a.m. to 7 p.m. CT, excluding holidays","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.entergytexas.com/contact","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an emergency or outage, or get outage status (800-9OUTAGE)","value":"+1-800-968-8243","hours":"24/7","purposes":["service_outage"],"source":"https://www.entergy.com/contact","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to 36778 to report an outage","value":"36778","purposes":["service_outage"],"source":"https://www.entergy.com/contact","last_verified":"2026-10-12"},{"id":"online-support","type":"web_form","label":"Contact us online through myEntergy support (answered by email)","value":"https://www.myentergy.com/s/support","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"source":"https://www.entergy.com/contact","last_verified":"2026-10-12"},{"id":"payment-arrangements","type":"portal","label":"Payment extension or deferred payment arrangement (myEntergy)","value":"https://www.myentergy.com/s/PayArrangements-Launch","purposes":["disconnection"],"access":"login","source":"https://billtoolkit.entergy.com/texas/help-paying/","last_verified":"2026-10-12"},{"id":"bill-toolkit-texas","type":"portal","label":"Bill Toolkit, help paying (Texas)","value":"https://billtoolkit.entergy.com/texas/help-paying/","purposes":["disconnection"],"source":"https://billtoolkit.entergy.com/texas/help-paying/","last_verified":"2026-10-12"},{"id":"bill-toolkit-louisiana","type":"portal","label":"Bill Toolkit, help paying (Louisiana)","value":"https://billtoolkit.entergy.com/louisiana/help-paying/","purposes":["disconnection"],"source":"https://billtoolkit.entergy.com/louisiana/help-paying/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"online-support","note":"Entergy publishes no complaint email or mailing address."},{"rung":"state_agency","agency_kind":"utility_commission","note":"The state commission for the operating company (see notes); New Orleans City Council for Entergy New Orleans."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute with Entergy by phone or online, then with the state regulator.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated, and ask for a correction or a meter test.","channel":"customer-service-phone"},{"do":"Send the dispute in writing through myEntergy support and keep the email reply.","channel":"online-support"},{"do":"If not resolved, complain to the state commission (or New Orleans City Council)."}]},{"issue":"disconnection","summary":"Ask for a payment extension or a deferred payment arrangement of up to four months, and apply for The Power to Care.","evidence":["disconnection notice","account number"],"steps":[{"do":"Request a payment extension or deferred payment arrangement in myEntergy or the app before the due date.","channel":"payment-arrangements"},{"do":"Pay the extended or arranged amount in full by 5 p.m. CST on the due date. Missing it may void the arrangement."},{"do":"If you are 60 or older or have a disability, ask a local agency for The Power to Care emergency bill help.","channel":"bill-toolkit-texas"}],"facts":[{"kind":"policy","claim":"Qualifying customers with financial hardship may take up to four months to pay the current bill and unpaid balances with a deferred payment arrangement (Texas and Louisiana).","issues":["disconnection"],"source":"https://billtoolkit.entergy.com/texas/help-paying/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A customer who pays the extended balance in full by 5 p.m. CST on the new due date is protected from disconnection. In Texas, missing an arrangement's due date may void it and block new arrangements for 12 months.","issues":["disconnection"],"source":"https://billtoolkit.entergy.com/texas/help-paying/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Power to Care gives emergency bill payment help through local nonprofit agencies to customers who are 60 or older or have disabilities.","issues":["disconnection"],"source":"https://billtoolkit.entergy.com/texas/help-paying/","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Entergy Louisiana's senior discount waives the $10 monthly customer charge, saving $120 a year.","issues":["disconnection","bill_increase"],"source":"https://billtoolkit.entergy.com/louisiana/help-paying/","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Entergy Texas refunds a residential deposit after 12 consecutive paid bills if the account stayed in good standing.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"After 12 consecutive paid bills, ask customer service to refund the deposit with interest.","channel":"customer-service-phone"}],"facts":[{"kind":"limit","claim":"Entergy Texas: the residential deposit is one sixth (1/6) of the estimated annual bill, or $150 when there is no usage history.","issues":["deposit_refund"],"source":"https://www.entergytexas.com/residential/deposits","last_verified":"2026-10-12"},{"kind":"policy","claim":"Entergy Texas refunds the deposit plus accrued interest after the customer has paid for 12 consecutive residential billings, if service was not disconnected for nonpayment, there were no more than two delinquent bills, and the current bill is not past due.","issues":["deposit_refund"],"source":"https://www.entergytexas.com/residential/deposits","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report by phone, text, online or the app.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line or text OUT to 36778.","channel":"outage-phone"}]}],"known_blockers":["Payment arrangements and online contact need a myEntergy sign-in.","Entergy's Critical Service registry in Texas is for non-residential critical loads; no residential medical certificate process was found on Entergy's pages."],"official_domains":["entergy.com","myentergy.com","entergytexas.com"],"security":{"never_asks":[{"kind":"policy","claim":"Entergy never demands immediate payment or cuts off service without considerable advance warning.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Entergy never asks for personal or financial information over the phone or in person for payments or refunds.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Entergy will never ask for payment by prepaid debit card, gift card, cryptocurrency or a third-party payment app such as Cash App, Venmo or Zelle.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Entergy never demands payment to reconnect power after a storm or outage.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Entergy will never ask for payment through social media.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Entergy never asks job applicants for money at any point in its recruiting or hiring process.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID to appear as Entergy, and scam calls increase after severe storms.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake QR codes are placed over real ones on bills or flyers, or sent by email or text, and lead to fake payment pages or data theft.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites and phone numbers are promoted through search engines to capture payments or financial data.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Employment scams use Entergy's name to ask job applicants for money or personal data.","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a contact (800-ENTERGY)","value":"+1-800-368-3749","source":"https://www.entergy.com/scams/","last_verified":"2026-10-12"}]}},{"id":"evergy","name":"Evergy","aliases":["Evergy Inc.","Evergy Kansas Central","Evergy Kansas Metro","Evergy Missouri Metro","Evergy Missouri West","KCP&L Greater Missouri Operations Company"],"sector":"utility","website":"https://www.evergy.com","account_url":"https://www.evergy.com/manage-account/my-account","notes":"Electric utility in Kansas and Missouri. Evergy's contact page gives one number for Kansas Metro, Missouri Metro and Missouri West customers (1-888-471-5275) and another for Kansas Central customers (1-800-383-1183); its scams page says these are the only two official support lines. Kansas service is regulated by the Kansas Corporation Commission (KCC); Missouri service by the Missouri Public Service Commission (PSC). Evergy Missouri West's tariff (Rule 2.05, effective March 12, 2026) has Evergy try to reach the customer by phone call, text message or email before a disconnection, but Evergy's scams page says Evergy will never text about billing or possible disconnection. Treat any text that asks for payment as suspect and check the balance in My Account or by calling the number above. The Missouri tariff facts below come from the Evergy Missouri West tariff only; Evergy Missouri Metro has its own tariff, which was not checked.","channels":[{"id":"customer-service-metro-mo-phone","type":"phone","label":"Customer service for Kansas Metro, Missouri Metro and Missouri West","value":"+1-888-471-5275","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"The contact page lists no hours. The payment options page also uses this number to pay by phone.","source":"https://www.evergy.com/contact-us","last_verified":"2026-10-13"},{"id":"customer-service-kansas-central-phone","type":"phone","label":"Customer service for Kansas Central","value":"+1-800-383-1183","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"The contact page lists no hours.","source":"https://www.evergy.com/contact-us","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Report an outage or a downed power line (call 911 first for downed lines)","value":"+1-888-544-4852","purposes":["service_outage"],"source":"https://www.evergy.com/report-outage","last_verified":"2026-10-13"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.evergy.com/report-outage","purposes":["service_outage"],"access":"open","notes":"Identify the account by phone number, account number or address. The phone number must match the one on the account.","source":"https://www.evergy.com/report-outage","last_verified":"2026-10-13"},{"id":"payment-agreement","type":"portal","label":"Payment agreement (installment plan or payment extension) in My Account","value":"https://www.evergy.com/ma/my-account/make-a-payment/payment-agreement","purposes":["disconnection","payment_assistance"],"access":"login","notes":"The energy assistance page also says installment plans are available at an Evergy Connect location or by calling 1-888-471-5275.","source":"https://www.evergy.com/manage-account/billing-link/energy-assistance","last_verified":"2026-10-13"},{"id":"energy-assistance-page","type":"web_form","label":"Energy assistance, medical hardship and payment arrangement options","value":"https://www.evergy.com/manage-account/billing-link/energy-assistance","purposes":["disconnection","payment_assistance"],"access":"open","source":"https://www.evergy.com/manage-account/billing-link/energy-assistance","last_verified":"2026-10-13"},{"id":"special-friend-form","type":"web_form","label":"Special Friend registration (a third party who gets notice before disconnection)","value":"https://www.evergy.com/community/special-friend-form","purposes":["disconnection"],"notes":"For customers 60 or older, disabled, or often away from home. The Special Friend is not responsible for the bill.","source":"https://www.evergy.com/manage-account/billing-link/energy-assistance","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","note":"Call the number for your Evergy company: 1-888-471-5275 (Kansas Metro, Missouri Metro, Missouri West) or 1-800-383-1183 (Kansas Central)."},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"Evergy's contact page lists no complaint email, form or mailing address. The Missouri West tariff accepts a billing dispute by written notice, in person, or by telephone during business hours."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Kansas: Kansas Corporation Commission (KCC) Public Affairs and Consumer Protection, 1-800-662-0027 or 785-271-3140, complaint form at https://kcc-connect.kcc.ks.gov/s/file-a-complaint; the KCC helps when you have been unable to resolve the issue with the utility. Missouri: Missouri Public Service Commission Consumer Services, 1-800-392-4211; the PSC says to contact the utility first."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Kansas Attorney General or Missouri Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Register the dispute with Evergy before the shutoff date, pay the undisputed part, then go to the KCC or the Missouri PSC.","evidence":["the disputed bill","earlier bills for comparison","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call Evergy and say which charge you dispute. In Missouri, register the dispute at least 24 hours before any proposed disconnection date.","channel":"customer-service-metro-mo-phone","note":"Kansas Central customers call 1-800-383-1183."},{"do":"Pay the part of the bill that is not in dispute within four business days of registering the dispute, or by the delinquent date of the bill if that is later."},{"do":"If Evergy does not resolve it, file an informal complaint with the Missouri PSC or the Kansas Corporation Commission."}],"facts":[{"kind":"deadline","claim":"Evergy Missouri West: a dispute must be registered with the company at least twenty-four (24) hours before the proposed discontinuance date to avoid disconnection. It can be made by written notice, in person or by telephone during normal business hours.","issues":["billing_error","disconnection"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Evergy Missouri West: the customer must pay the amount not in dispute within four (4) business days of registering the dispute or by the delinquent date of the disputed bill, whichever is later. If the parties cannot agree on that amount, the company may require up to fifty percent (50%) of the disputed charge or an amount based on usage in a like period.","issues":["billing_error"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"limit","claim":"Evergy Missouri West: a residential overcharge is adjusted for the whole period it can be shown to have existed, up to sixty (60) consecutive billing periods; a residential undercharge is back-billed for up to twelve (12) consecutive billing periods. No adjustment is made for a meter error of three percent (3%) or less.","issues":["billing_error"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"The Missouri PSC asks customers to contact the utility first and to file an informal complaint only if the dispute is not resolved. Hotline 1-800-392-4211; online at efis.psc.mo.gov; mail to Missouri Public Service Commission, Attn Consumer Services Unit, 200 Madison Street, P.O. Box 360, Jefferson City, MO 65102-0360.","issues":["billing_error","disconnection"],"source":"https://psc.mo.gov/General/Submit_A_Complaint","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Ask for an installment plan or payment extension before the shutoff date. Missouri and Kansas cold-weather rules and a 21-day medical extension can stop a shutoff.","evidence":["disconnection notice","account balance","medical documents","energy assistance application or pledge"],"steps":[{"do":"Call Evergy before the date on the notice. Ask for an installment plan or a payment extension, or set one up in My Account.","channel":"payment-agreement"},{"do":"If a disconnection would make a medical emergency in the home worse, ask for a Medical Extension.","channel":"customer-service-metro-mo-phone"},{"do":"From November 1 to March 31, ask for a Cold Weather Rule payment plan."},{"do":"Apply for energy assistance and ask Evergy which programs you qualify for.","channel":"energy-assistance-page"},{"do":"If Evergy will not agree to a plan the rules require, contact the KCC or the Missouri PSC before the shutoff date."}],"facts":[{"kind":"policy","claim":"Evergy delays disconnection for nonpayment for at least 21 days from the date a Medical Extension is approved, when there is a medical emergency in the home. The limit is one Medical Extension per calendar year.","issues":["disconnection"],"source":"https://www.evergy.com/manage-account/billing-link/energy-assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy Missouri West tariff: the company postpones a residential disconnection for up to twenty-one (21) days if it would aggravate an existing medical emergency of the customer, a family member or another permanent resident. The company may require satisfactory evidence of the medical emergency.","issues":["disconnection"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Evergy Missouri West: written notice must be mailed at least ten (10) days before a residential disconnection, or handed to the customer at least ninety-six (96) hours before. The company also tries to reach the customer at least five days before (preferred contact method), at least two days before (two phone calls) and one business day before. Disconnection is allowed only between 8:00 a.m. and 4:00 p.m.","issues":["disconnection"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy Missouri West Cold Weather Rule (November 1 to March 31): no disconnection of electric space heating service on a day when the National Weather Service forecast for the next seventy-two (72) hours predicts a temperature below thirty-two degrees Fahrenheit (32F).","issues":["disconnection"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy Missouri West Cold Weather Rule payment plan: the company first offers a twelve (12) month Average Payment Plan covering arrears, current and estimated bills. For a customer who has not defaulted on a Cold Weather Rule plan, the initial payment is no more than twelve percent (12%) of the 12-month average payment amount unless both agree otherwise; after a default it is eighty percent (80%) of the balance. A LIHEAP pledge for the amount counts as the payment.","issues":["disconnection","payment_assistance"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy Missouri West Hot Weather Rule (June 1 to September 30): no disconnection of residential cooling service on a day when the National Weather Service forecast for the next seventy-two (72) hours predicts a temperature above ninety-five degrees Fahrenheit (95F) or a heat index above one hundred five degrees Fahrenheit (105F).","issues":["disconnection"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Evergy Missouri West: a registered elderly or disabled customer (65 or older, a physician's medical form, or a federal disability award letter) must renew the registration every year, by October 1. During the Cold Weather Rule period the additional party on the registration form also gets the 10-day notice.","issues":["disconnection"],"source":"https://www.evergy.com/-/media/documents/billing/missouri/detailed_tariffs_mo/mo-west/mo-west-rule.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kansas Cold Weather Rule (November 1 through March 31, residential customers of KCC-regulated utilities): the utility cannot disconnect when the temperature is forecast to drop below 35 degrees Fahrenheit. The KCC Cold Weather Rule page says within the following 48-hour period; the KCC FAQ page says 24-hour period.","issues":["disconnection"],"source":"https://kcc.ks.gov/consumer-information/cold-weather-rule","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kansas Cold Weather Rule payment plan: pay 1/12 of the overdue amount plus 1/12 of the current bill, plus disconnection and reconnection fees and any applicable deposit, then the rest in equal payments over 11 months. The customer may also negotiate a faster plan.","issues":["disconnection","payment_assistance"],"source":"https://kcc.ks.gov/consumer-information/cold-weather-rule","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Evergy offers installment plans, payment extensions and adjustable due dates, and refers customers to state and local assistance programs.","evidence":["current bill","household income documents","Social Security or SSI award letter for an adjustable due date"],"steps":[{"do":"Ask for an installment plan or payment extension in My Account, at an Evergy Connect location or by phone.","channel":"payment-agreement"},{"do":"If you get Social Security or SSI, ask for an Adjustable Due Date that matches your benefit payment date.","channel":"customer-service-metro-mo-phone"},{"do":"Ask Evergy which state and local energy assistance programs you can apply for. Apply early; credits can take weeks to post.","channel":"energy-assistance-page"}],"facts":[{"kind":"process","claim":"Some energy assistance programs can take up to 30 days to apply to an Evergy account. Customers must meet income or other requirements.","issues":["payment_assistance"],"source":"https://www.evergy.com/manage-account/billing-link/energy-assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy offers an Average Payment Plan, an Adjustable Due Date for qualified customers on Social Security or SSI, a Payment Extension (amount moves to the next bill) and an Installment Plan. An installment plan stays active only if each payment is on time.","issues":["payment_assistance","disconnection"],"source":"https://www.evergy.com/manage-account/billing-link/energy-assistance","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report the outage online or by phone. For a downed line, stay away and call 911 first.","evidence":["service address","outage start time","outage reference number"],"steps":[{"do":"Report the outage online, in the Evergy app or by phone.","channel":"outage-report-online"},{"do":"For a downed power line, stay at least 30 feet away, call 911, then call Evergy.","channel":"outage-phone"}],"facts":[{"kind":"process","claim":"For downed power lines Evergy says to stay at least 30 feet away, not touch the lines, call 911 first and then call Evergy at 888-544-4852.","issues":["service_outage"],"source":"https://www.evergy.com/report-outage","last_verified":"2026-10-13"}]}],"known_blockers":["Payment agreements and bill verification need a My Account sign-in.","The tariff index pages ask the user to choose a service area before they show tariff documents.","No general damage claim form was found on evergy.com. Search results show a surge damage claim form only for customers enrolled in Evergy Home Protection Plans (not checked on the page itself)."],"official_domains":["evergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Evergy will never ask a customer to buy a prepaid debit card to pay for service, and will not ask customers to pay with gift cards.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy will never call to demand account or payment information, will never call to ask for payment on the same day as the disconnection, and will never threaten to disconnect if immediate payment is not made.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy says it will never send a text to discuss energy billing or possible disconnection.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Evergy will never send someone to a home or business to ask for payment through a third-party app, and does not do door-to-door sales. It emails an actual statement only when the customer asks for it.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers claim to be Evergy employees and ask for personal or credit card information, or say the meter is defective.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"People dressed as Evergy employees come to the door and threaten disconnection unless an immediate payment is made.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake emailed bills say payment is due immediately, and texts threaten disconnection unless an immediate payment is made through a link.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers create fake websites that appear as clickable links when customers search for Evergy. Evergy says to go directly to evergy.com to log in and pay.","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"scam-report-form","type":"web_form","label":"Report a scam to Evergy","value":"https://apps.evergy.com/CustomerScamForm","access":"open","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"id":"scam-verify-metro-mo-phone","type":"phone","label":"Verify a caller or visitor (Missouri and Kansas City metro customers)","value":"+1-888-471-5275","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"},{"id":"scam-verify-kansas-phone","type":"phone","label":"Verify a caller or visitor (Kansas customers)","value":"+1-800-383-1183","source":"https://www.evergy.com/community/safety/utility-scams","last_verified":"2026-10-13"}]}},{"id":"eversource","name":"Eversource Energy","aliases":["Eversource","Connecticut Light and Power","CL&P","NSTAR","Public Service of New Hampshire","PSNH","Yankee Gas"],"sector":"utility","website":"https://www.eversource.com","notes":"Electric and gas utility in Connecticut, Massachusetts and New Hampshire. Regulators by state: Connecticut Public Utilities Regulatory Authority (PURA), Massachusetts Department of Public Utilities (DPU), New Hampshire Public Utilities Commission; Eversource's March 2024 NH bill insert sends unresolved NH billing disputes to the New Hampshire Department of Energy. eversource.com shows phone numbers only after a town is selected; the state numbers below come from Eversource's static maintenance page, state pages and bill inserts. Eversource warns customers about fake numbers online and says to use the number printed on the bill. Massachusetts has separate Eastern (800-592-2000) and Western (877-659-6326) lines. Connecticut protections below are from PURA.","channels":[{"id":"customer-service-phone-ct","type":"phone","label":"Connecticut electric service, outage or emergency","value":"+1-800-286-2000","purposes":["billing_error","bill_increase","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ct","type":"phone","label":"Connecticut gas leak or emergency (call 911 first)","value":"+1-877-944-5325","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/ct","last_verified":"2026-10-12"},{"id":"billing-help-electric-ct","type":"phone","label":"Connecticut payment help, electric","value":"+1-800-286-2828","purposes":["disconnection"],"source":"https://www.eversource.com/content/residential/account-billing/payment-assistance/ct","last_verified":"2026-10-12"},{"id":"billing-help-gas-ct","type":"phone","label":"Connecticut payment help, gas","value":"+1-800-438-2278","purposes":["disconnection"],"source":"https://www.eversource.com/content/residential/account-billing/payment-assistance/ct","last_verified":"2026-10-12"},{"id":"customer-service-phone-east-ma","type":"phone","label":"Eastern Massachusetts customer service, electric outage or emergency, and gas leak or emergency","value":"+1-800-592-2000","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"customer-service-phone-west-ma","type":"phone","label":"Western Massachusetts customer service, electric outage or emergency","value":"+1-877-659-6326","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://cdn.eversource.com/prod/maintenance_pages/planned_maintanence.htm","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma-former-columbia","type":"phone","label":"Massachusetts gas leak or emergency, former Columbia Gas territory (call 911 first)","value":"+1-800-525-8222","hours":"24/7","source":"https://www.eversource.com/residential/safety/natural-gas-safety/report-gas-leak/egma","last_verified":"2026-10-12"},{"id":"customer-service-phone-nh","type":"phone","label":"New Hampshire customer service and electric outage or emergency","value":"+1-800-662-7764","hours":"Customer service Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"complaint-mail-nh","type":"mail","label":"New Hampshire written inquiries","value":"Eversource, PO Box 330, Manchester, NH 03105-0330","purposes":["billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Contact Us (select your town to see phone numbers and emergency lines)","value":"https://www.eversource.com/residential/contact-us","purposes":["billing_error","bill_increase","disconnection","poor_service"],"access":"open","hours":"Phone Mon-Fri 8 a.m.-6 p.m. ET, English and Spanish","source":"https://www.eversource.com/residential/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage (phone number or sign-in)","value":"https://www.eversource.com/cg/customer/reportoutage","purposes":["service_outage"],"notes":"Outage map at https://outagemap.eversource.com/external/default.html. For a gas emergency, move to a safe place and call 911 first.","source":"https://www.eversource.com/residential/outages","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department (leave name and mailing or email address to receive a claim form)","value":"+1-844-685-4475","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Property damage claim","value":"https://www.eversource.com/residential/services/claims/property-damage-claims","purposes":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (select town for state programs)","value":"https://www.eversource.com/residential/account-billing/payment-assistance","purposes":["disconnection"],"access":"open","source":"https://www.eversource.com/residential/account-billing","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the state line: CT 800-286-2000, Eastern MA 800-592-2000, Western MA 877-659-6326, NH 800-662-7764 (or the number on the bill)."},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"New Hampshire: write to Eversource, PO Box 330, Manchester, NH 03105-0330. CT and MA complaint addresses were not confirmed; send a dated letter and keep call notes. Connecticut PURA asks customers to show they tried to resolve the issue with the utility first."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Connecticut: Public Utilities Regulatory Authority (PURA). Massachusetts: Department of Public Utilities (DPU). New Hampshire: Public Utilities Commission; Eversource's NH bill insert names the NH Department of Energy (1-800-852-3793) for unresolved billing disputes."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Attorney General of Connecticut, Massachusetts or New Hampshire, by the account's state."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Eversource first and keep records; in Connecticut, PURA takes the complaint only after you tried the utility.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call Eversource customer service for your state and dispute the bill. Get a reference number.","channel":"customer-service-phone-ct","note":"Use the line for the account's state or region."},{"do":"If not resolved, complain to the state regulator (PURA, DPU or NH PUC) with your records."}],"facts":[{"kind":"process","claim":"PURA requires Connecticut customers to show they tried to resolve the issue with the utility first before PURA handles a complaint.","issues":["billing_error"],"source":"https://portal.ct.gov/pura/consumer-services/frequently-asked-questions","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment plan and, in Connecticut, apply for financial hardship or medical protection for winter protection and the Matching Payment Program.","evidence":["shutoff notice","account balance","benefit letters (CEAP","SNAP","TANF)","physician's certification"],"steps":[{"do":"Call Eversource and ask for a payment plan; service continues while plan payments are on time.","channel":"payment-assistance"},{"do":"In Connecticut, apply for Financial Hardship designation (renew each October) and the Matching Payment Program.","channel":"payment-assistance"},{"do":"If someone has a serious or life-threatening illness, ask for Medical Protection with a physician's certification.","channel":"customer-service-phone-ct","note":"Use the line for the account's state or region."},{"do":"If Eversource does not help, contact the state regulator before the shutoff date."}],"facts":[{"kind":"policy","claim":"Eversource says service continues uninterrupted for the duration of a payment plan as long as monthly payments are made on time.","issues":["disconnection"],"source":"https://www.eversource.com/residential/account-billing/payment-assistance/payment-plans","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Connecticut law requires 13 days' written notice before a shutoff. Residential service cannot be shut off on a Friday, weekend, legal holiday, the day before a holiday, or within an hour of the office closing.","issues":["disconnection"],"source":"https://portal.ct.gov/PURA/Consumer-Services/Customer-Rights--Responsibilities","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Connecticut, financial hardship or medically protected customers cannot be terminated for non-payment during the winter moratorium, November 1 to May 1 (PURA FAQ states November 1 - April 30).","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Eversource Connecticut Financial Hardship designation applies to customers receiving CEAP, SNAP, TANF or unemployment benefits, or with income at or below 60% of State Median Income. Medical Protection needs a physician's certification renewed annually and protects service in winter and at all times for life-threatening cases.","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Connecticut, the Matching Payment Program matches payments and energy assistance to clear past-due balances for hardship customers and gives year-round shut-off protection while payments are made. It replaced New Start, which closed to new enrollment on October 31, 2024. A Flexible Payment Arrangement over 18 months is available to all customers.","issues":["disconnection"],"source":"https://portal.ct.gov/pura/consumer-services/payment-assistance-programs","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage online; Eversource does not reimburse damage from service interruptions caused by storms, equipment failure or other causes beyond its control.","evidence":["outage dates and times","photos","itemized repair bills or estimates"],"steps":[{"do":"Report the outage online with your phone number or account sign-in.","channel":"outage-report-online"},{"do":"For property damage you believe Eversource caused, call the Claims Department or use the property damage claim page. Keep damaged items until Eversource reviews them.","channel":"claims-phone"}],"facts":[{"kind":"policy","claim":"Eversource says it will not reimburse damage from service interruptions caused by sudden equipment failure, storms, falling trees, weather, animals, motor vehicle accidents or other causes beyond its control. Interruption claims are handled under the state tariff schedule.","issues":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"},{"kind":"process","claim":"The claims process takes approximately 30 days; complex reviews may take longer. A decision waits until Eversource receives itemized bills and estimates.","issues":["service_outage"],"source":"https://www.eversource.com/residential/services/claims/property-damage-claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"In New Hampshire, a customer who believes a medical emergency exists or would result from disconnection may be protected from disconnection; call 1-800-662-7764. Unresolved billing disputes can go to the New Hampshire Department of Energy at 1-800-852-3793.","issues":["disconnection","billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"},{"kind":"policy","claim":"When Eversource cannot read the meter it sends an estimated bill, and adjusts billing when an actual reading is obtained.","issues":["billing_error"],"source":"https://www.eversource.com/docs/bill-inserts/nh/nh-customer-rights-mar-24.pdf?sfvrsn=5c372677_1","last_verified":"2026-10-12"}],"known_blockers":["eversource.com renders phone numbers and state programs only after a town is selected; automated fetches see placeholders. Confirm the number on the customer's bill.","Outage reporting online needs the account phone number or a sign-in.","Medical Protection needs a physician's certification."],"official_domains":["eversource.com"],"security":{"never_asks":[{"kind":"policy","claim":"Eversource will never call and demand immediate payment, ask for payment by gift card, prepaid debit card or Bitcoin, or threaten to shut off power or gas immediately.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers phone without prior notice and demand immediate payment to avoid a shut-off.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers claim the customer overpaid the utility bill and ask for bank account or credit card information to send a refund.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers pretending to be a reputable company send text messages that ask for personal information.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the meter is about to expire and ask for a deposit to install a new one. Meters do not expire.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People, sometimes claiming to be Eversource employees, offer to pay the customer's bill or provide another service for a fee.","source":"https://www.eversource.com/residential/safety/avoiding-scams","last_verified":"2026-10-12"}]}},{"id":"firstenergy","name":"FirstEnergy","aliases":["FirstEnergy Corp.","Ohio Edison","The Illuminating Company","CEI","Toledo Edison","Met-Ed","Metropolitan Edison","Penelec","Penn Power","West Penn Power","FirstEnergy Pennsylvania","Jersey Central Power & Light","JCP&L","Mon Power","Potomac Edison"],"sector":"utility","website":"https://www.firstenergycorp.com","account_url":"https://www.firstenergycorp.com/log_in.html","notes":"FirstEnergy is the holding company for ten electric operating companies that together serve about 6 million customers: Ohio Edison, The Illuminating Company and Toledo Edison (Ohio); Met-Ed, Penelec, Penn Power and West Penn Power (Pennsylvania; consolidated into FirstEnergy Pennsylvania on January 1, 2024, brand names still used); Jersey Central Power & Light (New Jersey); Mon Power and Potomac Edison (West Virginia and Maryland). The FirstEnergy assistance page also lists a \"Penelec NY\" area. Each operating company has its own Customer Care number; use the one on the bill. Rules for shutoffs and complaints come from the state commission: Public Utilities Commission of Ohio (PUCO), Pennsylvania Public Utility Commission, New Jersey Board of Public Utilities, Public Service Commission of West Virginia, Maryland Public Service Commission (and the New York PSC for Penelec NY).","channels":[{"id":"ohio-edison-phone","type":"phone","label":"Ohio Edison Customer Care","value":"+1-800-633-4766","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"illuminating-company-phone","type":"phone","label":"The Illuminating Company Customer Care","value":"+1-800-589-3101","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"toledo-edison-phone","type":"phone","label":"Toledo Edison Customer Care","value":"+1-800-447-3333","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"met-ed-penelec-phone","type":"phone","label":"Met-Ed and Penelec Customer Care (same number for both)","value":"+1-800-545-7741","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"penn-power-phone","type":"phone","label":"Penn Power Customer Care","value":"+1-800-720-3600","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"west-penn-power-phone","type":"phone","label":"West Penn Power Customer Care","value":"+1-800-686-0021","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"jcpl-phone","type":"phone","label":"Jersey Central Power & Light (JCP&L) Customer Care","value":"+1-800-662-3115","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"mon-power-phone","type":"phone","label":"Mon Power Customer Care","value":"+1-800-686-0022","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"potomac-edison-phone","type":"phone","label":"Potomac Edison Customer Care","value":"+1-800-686-0011","hours":"Mon-Fri 8:00 a.m.-6:00 p.m.; automated system 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Report an outage or emergency, all operating companies (1-888-LIGHTSS)","value":"+1-888-544-4877","hours":"24/7","purposes":["service_outage"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"outage-text","type":"sms","label":"Report an outage by text (text OUT to 544487)","value":"544487","purposes":["service_outage"],"source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage online","value":"https://www.firstenergycorp.com/outages_help/Report_Power_Outages.html","purposes":["service_outage"],"source":"https://www.firstenergycorp.com/contact.html","last_verified":"2026-10-13"},{"id":"email-us-form","type":"web_form","label":"Email Us form (choose the operating company and Customer Service)","value":"https://www.firstenergycorp.com/corporate/contact_us.html","purposes":["billing_error","poor_service","payment_assistance"],"access":"open","notes":"The page says FirstEnergy attempts to respond within two business days and that the form must not be used to report outages. No complaint mailing address or email address is published on the contact page.","source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"},{"id":"online-account","type":"portal","label":"Online account (payment arrangements, bills, payments)","value":"https://www.firstenergycorp.com/log_in.html","purposes":["disconnection","payment_assistance"],"access":"login","notes":"The Ohio Edison, Met-Ed and JCP&L assistance pages say payment arrangements can be set up by logging in online or by calling Customer Care.","source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html","last_verified":"2026-10-13"},{"id":"assistance-programs","type":"web_form","label":"Payment assistance programs, by operating company","value":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram.html","purposes":["payment_assistance","disconnection"],"access":"open","source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram.html","last_verified":"2026-10-13"},{"id":"medical-certification","type":"web_form","label":"Medical certification (submitted online by the medical professional)","value":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/medical-certification.html","purposes":["disconnection"],"access":"open","notes":"The form is for medical professionals only. For problems with the Unique ID, the page lists the Medical Certification department at 1-866-596-1783.","source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/medical-certification.html","last_verified":"2026-10-13"},{"id":"medical-certification-phone","type":"phone","label":"Medical Certification department","value":"+1-866-596-1783","purposes":["disconnection"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/medical-certification.html","last_verified":"2026-10-13"},{"id":"relay","type":"phone","label":"Telecommunications Relay Service (hearing or speech impairments)","value":"711","source":"https://www.firstenergycorp.com/corporate/contact_us.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","note":"Call the Customer Care number of your operating company (it is on the bill)."},{"rung":"supervisor","note":"Ask the Customer Care representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"email-us-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"The commission of the state where you get service: PUCO (Ohio), Pennsylvania PUC, New Jersey BPU, West Virginia PSC or Maryland PSC. Contact the utility first; the commissions expect the company to have a chance to fix the problem."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Attorney general of the state where you get service."}],"playbooks":[{"issue":"disconnection","summary":"Call your operating company's Customer Care before the shutoff date and ask for a payment arrangement; use a medical certificate if someone's health is at risk; in Ohio the winter $175 option and longer notice apply.","evidence":["disconnection notice","account number","account balance","medical certificate from a licensed professional","energy assistance application"],"steps":[{"do":"Call Customer Care for your operating company before the date on the notice. Ask for a payment arrangement (installments added to the monthly bill) or set one up online.","channel":"online-account"},{"do":"If a household member has a serious illness or uses life-sustaining equipment, have a licensed medical professional submit a medical certificate, and ask about the Critical Care Program.","channel":"medical-certification"},{"do":"Apply for the assistance programs for your state (for example PIPP Plus, HEAP or Winter Crisis in Ohio; PCAP, LIHEAP or the Hardship Fund in Pennsylvania; USF, PAGE or NJ SHARES in New Jersey).","channel":"assistance-programs"},{"do":"In Ohio during the winter heating season, ask for the $175 Winter Option (pay the past-due balance or $175, whichever is less).","channel":"ohio-edison-phone","note":"Same option applies to The Illuminating Company and Toledo Edison through their own Customer Care numbers."},{"do":"If service is cut off, call Customer Care at once. Service is usually reconnected after payment of the full past-due amount, a payment plan or confirmed enrollment in an assistance program; fees or deposits may apply."},{"do":"If you cannot agree on terms, contact your state utility commission before the shutoff date."}],"facts":[{"kind":"deadline","claim":"In Ohio, a utility may disconnect residential service for nonpayment only after at least fourteen days' notice, and from November 1 through April 15 it must also make contact ten days before disconnection.","issues":["disconnection"],"source":"https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06","last_verified":"2026-10-13"},{"kind":"policy","claim":"In Ohio, a medical certification by a licensed physician, physician assistant, clinical nurse specialist, certified nurse practitioner, certified nurse-midwife or local board of health physician stops disconnection for thirty calendar days. It may be renewed two more times; the total may not exceed ninety days per household in any twelve-month period.","issues":["disconnection"],"source":"https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06","last_verified":"2026-10-13"},{"kind":"policy","claim":"In Ohio, if service was disconnected for nonpayment within twenty-one calendar days before the medical certification, the utility must restore service when the certification is provided and the customer agrees to an extended payment plan.","issues":["disconnection"],"source":"https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06","last_verified":"2026-10-13"},{"kind":"policy","claim":"In Ohio, if the customer does not propose acceptable terms, the utility must offer extended payment plans, including PIPP Plus, a one-sixth plan (six equal monthly payments on the past-due balance plus the current bill), a one-ninth plan (nine equal monthly payments plus a budget plan), and during the winter heating season a one-third plan.","issues":["disconnection","payment_assistance"],"source":"https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-05","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ohio Edison's $175 Winter Option lets a customer pay the past-due balance or $175, whichever is less, once per winter season.","issues":["disconnection"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"For Met-Ed, the current bill must be paid while a medical certificate is in effect; if that is not met, renewals are limited to two, each for a maximum of 30 days, for the whole household.","issues":["disconnection"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/met-ed.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"JCP&L's Summer Termination Program protects eligible New Jersey residential customers from shutoff from June 15 through August 31; eligibility includes Lifeline, HEAP, TANF, SSI, PAAD, USF or General Assistance benefits. Under New Jersey law, eligible customers may get an interest-free plan of twelve monthly installments to prevent disconnection.","issues":["disconnection","payment_assistance"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/jersey_central_powerlight.html","last_verified":"2026-10-13"},{"kind":"process","claim":"FirstEnergy says that after a disconnection, service is usually reconnected after payment of the full past-due amount; a payment plan or confirmed enrollment in an assistance program can also be arranged. Fees or deposits may apply.","issues":["disconnection"],"source":"https://www.firstenergycorp.com/help.html","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Each operating company has its own list of state programs; Ohio customers can get PIPP Plus, Pennsylvania customers PCAP, and New Jersey customers USF, PAGE and NJ SHARES.","evidence":["proof of household income","account number","disconnection notice if any"],"steps":[{"do":"Open the assistance page for your operating company and note the programs and phone numbers.","channel":"assistance-programs"},{"do":"Ask Customer Care for a payment arrangement or, if you are 60 or older or live on Social Security, pension or disability payments, an extended due date."},{"do":"Call 211 (or text your ZIP code to 898211) to find local help."}],"facts":[{"kind":"policy","claim":"Ohio's PIPP Plus is for households at or below 175% of the federal poverty level. The payment is 5% of gross monthly household income or $10, whichever is more, for homes without electric heat, and 10% or $10 for homes with electric heat. Apply through ODOD at 1-800-282-0880.","issues":["payment_assistance"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html","last_verified":"2026-10-13"},{"kind":"compensation","claim":"The OPAE Fuel Fund for Ohio Edison customers opens March 1 and runs until funds are exhausted, with a maximum grant of $250, for households at or below 200% of federal poverty guidelines that first apply for HEAP or Crisis if eligible.","issues":["payment_assistance"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Met-Ed's PCAP sets monthly bills at a percentage of income or actual usage, whichever is less, with a minimum of $12 (non-electric heating) or $45 (electric heating). Apply through Dollar Energy Fund at 888-282-6816.","issues":["payment_assistance"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/met-ed.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"PAGE (Payment Assistance for Gas & Electric) gives JCP&L customers an annual grant for accounts that are past due, have a disconnection notice or are disconnected, with a minimum balance of $100. Call SHARES at 866-657-4273.","issues":["payment_assistance"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/jersey_central_powerlight.html","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report outages by phone, text or online; FirstEnergy does not pay for food or equipment lost in a weather-related outage.","evidence":["outage dates and times","outage ticket number"],"steps":[{"do":"Report the outage at 1-888-LIGHTSS, by texting OUT to 544487, or online.","channel":"outage-phone"},{"do":"For food or equipment lost in a weather-related outage, check your renter's or homeowner's insurance."}],"facts":[{"kind":"policy","claim":"FirstEnergy says it \"does not reimburse customers for equipment damaged or food lost during a weather-related outage\" and that customers should contact their renter's or homeowner's insurance carrier.","issues":["service_outage","property_damage_claim"],"source":"https://www.firstenergycorp.com/help.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"FirstEnergy says it \"will never require payment to restore power\"; a caller who asks for upfront payment to restore power after a storm is a scammer.","issues":["service_outage"],"source":"https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"Met-Ed offers an extended due date to customers who are at least 60, receive Social Security or pension checks, or receive disability assistance (call 800-545-7741).","issues":["payment_assistance"],"source":"https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/met-ed.html","last_verified":"2026-10-13"}],"known_blockers":["No complaint mailing address, complaint email or damage-claims page was found on firstenergycorp.com; written contact is the Email Us web form.","Online payment arrangements need an online account sign-in.","The medical certificate must be submitted by the medical professional, not the customer."],"official_domains":["firstenergycorp.com"],"security":{"never_asks":[{"kind":"policy","claim":"FirstEnergy says its representatives \"will not call or email to demand immediate payment to avoid a same-day shutoff.\"","source":"https://www.firstenergycorp.com/help/safety/scam-info.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"FirstEnergy says its employees \"do not contact customers to request sensitive information.\"","source":"https://www.firstenergycorp.com/help/safety/scam-info.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"FirstEnergy says it never requires a prepaid money card as the only acceptable means of payment, and payments should go only to your FirstEnergy operating company.","source":"https://www.firstenergycorp.com/help/safety/scam-info.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"FirstEnergy employees always carry photo identification; field collectors in New Jersey, Maryland and Ohio carry company-issued photo ID.","source":"https://www.firstenergycorp.com/help/safety/scam-info.html","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as utility employees and threaten to shut off power unless an immediate payment is made, often by prepaid debit card or money transfer, which the utilities do not accept. Caller ID may be spoofed.","source":"https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails copy a real utility bill format and demand immediate payment to avoid disconnection.","source":"https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"People at the door claim to be from a FirstEnergy utility, often in pairs, and ask for a copy of the bill, or pose as contractors to inspect meters or fuse boxes. FirstEnergy's utilities do not do door-to-door meter or fuse box surveys.","source":"https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers demand payment for smart meter installation or a meter replacement and threaten shutoff. FirstEnergy says smart meter charges appear on the monthly bill.","source":"https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers claim a \"special federal program\" will pay utility bills, collect Social Security numbers and give a phony bank routing number. FirstEnergy says no such program exists.","source":"https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html","last_verified":"2026-10-13"}]}},{"id":"fpl","name":"Florida Power & Light Company","aliases":["Florida Power and Light","FPL Northwest FL"],"sector":"utility","website":"https://www.fpl.com","notes":"Electric utility for much of Florida, including Northwest Florida (served under the FPL Northwest FL pages). Regulated by the Florida Public Service Commission; FPL's tariff says meter tests follow the commission's methods. FPL opened an online Assistance Center at FPL.com/Assistance on August 31, 2026.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-888-988-8249","hours":"Monday to Friday, 8 a.m. to 7 p.m.; Saturday, 9 a.m. to 5 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-468-8243","hours":"Anytime","purposes":["service_outage"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Standard mailing address","value":"FPL, General Mail Facility, Miami, FL 33188-0001","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.fpl.com/contact.html","last_verified":"2026-10-12"},{"id":"payment-extension","type":"portal","label":"Request a payment extension online","value":"https://www.fpl.com/my-account/payment-extension.html#PextRequest","purposes":["disconnection"],"access":"login","notes":"Confirmation appears online at once; an email follows the next business day.","source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"},{"id":"assistance-center","type":"portal","label":"FPL Assistance Center (payment extension, Care To Share, Bill Extender, Budget Billing, LIHEAP)","value":"https://www.fpl.com/assistance.html","purposes":["disconnection"],"source":"https://newsroom.fpl.com/2026-08-31-FPL-Launches-New-Assistance-Center,-Making-It-Easier-for-Customers-to-Find-Ways-to-Get-Help-and-Save","last_verified":"2026-10-12"},{"id":"care-to-share-apply","type":"web_form","label":"Care To Share emergency bill assistance application (The Salvation Army)","value":"https://sahelp.org/","purposes":["disconnection"],"notes":"Third-party site run by an FPL agency partner. Other local partners are listed at https://fpl.findhelp.com/v2/favorites/public/fpl-care-to-share","source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"},{"id":"mesp-email","type":"email","label":"Medically Essential Service program application (Part A customer, Part B Florida physician)","value":"FPL-MESP@fpl.com","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"},{"id":"mesp-mail","type":"mail","label":"Medically Essential Service program application by mail","value":"FPL, Attention Medically Essential Service program CSF/GO, PO Box 029100, Miami, FL 33102-9100","purposes":["disconnection"],"source":"https://www.fpl.com/support/medically-essential-service.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"general-mail","note":"FPL publishes no complaint form or email."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Florida Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute with FPL first; meter tests and adjustments follow Florida Public Service Commission rules.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":"customer-service-phone"},{"do":"Put the dispute in writing if the call does not fix it.","channel":"general-mail"},{"do":"Escalate to the Florida Public Service Commission."}],"facts":[{"kind":"policy","claim":"FPL's tariff says meter tests and billing adjustments for inaccurate meters follow the methods and procedure prescribed by the Florida Public Service Commission.","issues":["billing_error"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Bills are delinquent after 20 days and service can be cut after 5 working days' written notice; ask for an extension, apply for Care To Share, and enroll in Medically Essential Service if it applies.","evidence":["disconnection notice","account number","physician certificate for medically essential service"],"steps":[{"do":"Request a payment extension online or by phone before the disconnection date.","channel":"payment-extension"},{"do":"Apply for Care To Share if disconnection is imminent or service is off.","channel":"care-to-share-apply"},{"do":"If someone depends on electric medical equipment, apply for Medically Essential Service with a Florida physician's certificate. Reapply every year.","channel":"mesp-email"}],"facts":[{"kind":"deadline","claim":"FPL bills become delinquent if not paid within twenty (20) days of mailing or delivery. After five (5) working days' written notice, service may be discontinued.","issues":["disconnection"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL gives Medically Essential Service customers an extension of not more than thirty (30) days beyond the normal disconnection date, and tries to call them by 12 noon the day before a scheduled disconnection.","issues":["disconnection"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If payment is not received by the extended date, the payment extension defaults and power may be shut off. A late charge of the greater of $5.00 or 1.5% of the past-due balance still applies.","issues":["disconnection"],"source":"https://www.fpl.com/account/bill/payment-extension.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Care To Share gives eligible households up to $750 within a 12-month period for FPL bills. Applicants must be in imminent danger of disconnection or disconnected and have household income at or below the ALICE Threshold for their county.","issues":["disconnection"],"source":"https://www.fpl.com/assistance/care-to-share.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"FPL stops requiring a deposit after 23 months of continuous service with a prompt payment record, or refunds it when the account closes and the final bill is paid.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"After 23 months of service, call and ask FPL to refund the deposit if you meet the prompt-payment conditions.","channel":"customer-service-phone"},{"do":"After closing the account and paying the final bill, ask for the cash deposit refund if it has not arrived.","channel":"general-mail"}],"facts":[{"kind":"policy","claim":"After a residential customer has a prompt payment record and at least 23 months of continuous service, FPL no longer requires a deposit and refunds it, unless in the last 12 months the customer paid late more than once, had a check refused, or was disconnected for nonpayment.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL pays simple interest of 2% per year on residential cash deposits, usually as a yearly bill credit.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"For an existing account, the total deposit may not exceed 2 months of average actual charges over the last 12 months.","issues":["deposit_refund"],"source":"https://source.fpl.com/rates/pdf/electric-tariff-section6.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages any time by phone or online.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line.","channel":"outage-phone"}]}],"known_blockers":["Payment extensions and the online Medically Essential Service application need sign-in to the FPL account.","The Medically Essential Service form needs a certificate from a physician licensed in Florida."],"official_domains":["fpl.com"],"security":{"never_asks":[{"kind":"policy","claim":"FPL will never come to a home or business to collect payment by prepaid card such as MoneyPak, gift card, cryptocurrency, or a wire transfer service such as PayPal, Zelle, Cash App or Venmo to avoid disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never try to sell a product at the door.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never ask for personal information such as account numbers or a Social Security number, unless the customer calls FPL. Then FPL asks questions to confirm the account holder.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL will never text to request immediate payment. Customers must opt in to FPL text notifications, and those texts do not ask for personal information.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FPL does not call customers to offer Home Energy Surveys. Its Energy Experts visit a home only on request, by appointment.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, usually aggressive, demand payment by credit card, prepaid debit card such as MoneyPak, gift card, cryptocurrency, PayPal, Zelle, Cash App or Venmo, and threaten immediate disconnection.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate caller ID so that the caller name appears as FPL.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers manipulate search results to show false FPL phone numbers, so customers who search for the number call scammers. FPL says to use only the number on the bill.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Look-alike websites use URLs that mimic FPL's site with slight misspellings or extra characters.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visitors without FPL identification try to collect payment or aggressively sell products.","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report suspected scam or fraud to FPL","value":"https://www.fpl.com/fpl-app/my-account/fraud-reporting","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a suspicious call (number given on FPL's scam page; the number on the bill also works)","value":"+1-800-697-5223","source":"https://www.fpl.com/landing/protect.html","last_verified":"2026-10-12"}]}},{"id":"georgia-power","name":"Georgia Power","aliases":["Georgia Power Company"],"sector":"utility","parent":"Southern Company","website":"https://www.georgiapower.com","notes":"Electric utility for most of Georgia. Regulated by the Georgia Public Service Commission. Online account and contact forms run on Southern Company's customer service site (customerservice2.southerncompany.com).","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-888-660-5890","hours":"Monday to Friday, 7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Georgia Power tells customers to hang up on suspicious calls and call this number directly.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an outage or a downed power line (or call 911)","value":"+1-888-891-0938","purposes":["service_outage"],"source":"https://www.georgiapower.com/about/safety/outages-storm-center.html","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Online Contact Us (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpco=GPC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"id":"payment-assistance-page","type":"portal","label":"Financial assistance (Project SHARE, LIHEAP, Income-Qualified Discount)","value":"https://www.georgiapower.com/residential/billing-and-rate-plans/billing-options/payment-assistance.html","purposes":["disconnection"],"source":"https://www.georgiapower.com/residential/billing-and-rate-plans/billing-options/payment-assistance.html","last_verified":"2026-10-12"},{"id":"income-qualified-discount-page","type":"portal","label":"Income-Qualified Discount","value":"https://www.georgiapower.com/residential/assistance/income-qualified-discount.html","purposes":["disconnection","bill_increase"],"source":"https://www.georgiapower.com/residential/billing-and-rate-plans/billing-options/payment-assistance.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"contact-form","note":"Georgia Power publishes no complaint email or mailing address."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Georgia Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask Georgia Power to review the reading; a meter that tests fast by more than 2% gets a bill adjustment.","evidence":["the bill","meter readings","earlier bills","dates of calls"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a review or a meter test.","channel":"customer-service-phone"},{"do":"If the meter tests over 102% accurate, ask for the past-bill adjustment under the Rules and Regulations."},{"do":"If not resolved, ask for a supervisor, then complain to the Georgia Public Service Commission."}],"facts":[{"kind":"limit","claim":"Georgia Power's meter accuracy limits are 102% (upper) and 98% (lower).","issues":["billing_error"],"source":"https://www.georgiapower.com/content/dam/georgia-power/pdfs/business-pdfs/tariffs/2023/Rules-Regs.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Georgia Power adjusts past bills on customer complaint if the meter is found on test to be in excess of 102% average accuracy, calculated as if the meter were 100% accurate.","issues":["billing_error"],"source":"https://www.georgiapower.com/content/dam/georgia-power/pdfs/business-pdfs/tariffs/2023/Rules-Regs.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Call before the due date to ask for more time and payment arrangements; apply for assistance.","evidence":["disconnection notice","account number","proof of income or benefits for the discount"],"steps":[{"do":"Call customer service and ask for a payment extension or arrangement.","channel":"customer-service-phone"},{"do":"Apply for Project SHARE (The Salvation Army) or LIHEAP, and for the Income-Qualified Discount if eligible.","channel":"payment-assistance-page"},{"do":"If a National Weather Service heat advisory or excessive heat warning is in effect for the county, tell Georgia Power that residential disconnection is not allowed that day."}],"facts":[{"kind":"policy","claim":"Georgia Power will not disconnect residential service for nonpayment if, before 8:00 a.m. on the scheduled date, a National Weather Service Heat Advisory or Excessive Heat Warning is in effect or forecast for the county where the meter is.","issues":["disconnection"],"source":"https://www.georgiapower.com/content/dam/georgia-power/pdfs/business-pdfs/tariffs/2023/Rules-Regs.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Income-Qualified Discount is for customers who receive SSI or SSDI, use a HUD Section 8 voucher, or are 65 or older with household income at or below 200% of the federal poverty guidelines.","issues":["disconnection","bill_increase"],"source":"https://www.georgiapower.com/residential/billing-and-rate-plans/billing-options/payment-assistance.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Georgia Power says Income-Qualified Discount participants may receive a discount of $33.50 on their bill each month.","issues":["disconnection","bill_increase"],"source":"https://www.georgiapower.com/residential/billing-and-rate-plans/billing-options/payment-assistance/senior-citizen-discount.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"The deposit plus interest is credited back on residential bills under commission rules, or refunded at the final bill.","evidence":["deposit receipt","account closing date","final bill"],"steps":[{"do":"Ask customer service when the deposit and interest will be credited, and ask for the commission rule they apply.","channel":"customer-service-phone"},{"do":"After closing the account, check the final bill for the deposit plus accrued interest less amounts owed."}],"facts":[{"kind":"limit","claim":"Georgia Power may require a security deposit of approximately twice the estimated monthly bill, and pays interest at the rate fixed by the Georgia Public Service Commission.","issues":["deposit_refund"],"source":"https://www.georgiapower.com/content/dam/georgia-power/pdfs/business-pdfs/tariffs/2023/Rules-Regs.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When service is discontinued, the deposit plus accrued interest, less damages and amounts owed, goes on the final bill, and any excess is refunded at final billing.","issues":["deposit_refund"],"source":"https://www.georgiapower.com/content/dam/georgia-power/pdfs/business-pdfs/tariffs/2023/Rules-Regs.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages and downed lines by phone or online.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line, or report at GeorgiaPower.com/Outage or in the app. For a downed line, also call 911 and stay away.","channel":"outage-phone"}]}],"known_blockers":["The online Contact Us page and account tools run on a JavaScript site that agents may not be able to use; payment arrangements usually need the account holder."],"official_domains":["georgiapower.com","southerncompany.com","southernco.com"],"security":{"never_asks":[{"kind":"policy","claim":"Georgia Power will never threaten immediate disconnection or demand payment information over the phone, and will never call to ask for bank information or a credit card number.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Georgia Power will never come to a home or business to demand an immediate payment, and will never come without identification or prior communication.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Georgia Power will never show the full service address and the account number together in an email or text message.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers pretending to be Georgia Power employees give a short payment deadline, tell the customer to buy a prepaid \"money pack\" card at a store such as Walmart, CVS or Walgreens, and then to call another number to give the card's number.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers promote fraudulent 800 numbers for Georgia Power and fake the Caller ID. Georgia Power's customer service line is 888-660-5890.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers claim to work for a public agency or government office and offer ways to pay the Georgia Power bill, then ask for credit card, account or banking information.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails demand immediate payment or personal information. Georgia Power says its billing emails come from G2georgiapps@southernco.com and its outage emails from do-not-reply@georgiapower.com.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a scam to Georgia Power","value":"https://www.georgiapower.com/about/safety/fraud-protection/report-a-scam.html","notes":"The page says Georgia Power investigates submitted reports. The form fields could not be read automatically.","source":"https://www.georgiapower.com/about/safety/fraud-protection/report-a-scam.html","last_verified":"2026-10-12"},{"id":"verify-call-phone","type":"phone","label":"Verify a call or visit, or report suspicious activity (customer service)","value":"+1-888-660-5890","hours":"Monday to Friday, 7 a.m. to 7 p.m.","source":"https://www.georgiapower.com/about/safety/fraud-protection.html","last_verified":"2026-10-12"}]}},{"id":"national-grid","name":"National Grid (US)","aliases":["National Grid","Niagara Mohawk","National Grid NY","National Grid MA","KeySpan","Brooklyn Union Gas","KEDNY","KEDLI"],"sector":"utility","parent":"National Grid plc","website":"https://www.nationalgridus.com","account_url":"https://myaccount.nationalgrid.com/","notes":"National Grid's US customer site has separate regions with different phone numbers and rules: Upstate New York (electric and gas), New York gas for Brooklyn, Queens and Staten Island (NY site), Long Island gas (Long Island NY site; electric on Long Island is PSEG Long Island), and Massachusetts (electric and gas). The site lists only Massachusetts and New York regions. New York customers are regulated by the New York State Public Service Commission (Department of Public Service) under HEFPA; Massachusetts customers by the Massachusetts Department of Public Utilities (DPU). Ask the customer which region the account is in before calling.","channels":[{"id":"customer-service-phone-upstate-ny","type":"phone","label":"Customer service, Upstate New York","value":"+1-800-642-4272","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The Upstate NY Consumer Advocate page says billing disputes and high bill complaints go to this call center.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"outage-phone-upstate-ny","type":"phone","label":"Electricity outages, Upstate New York","value":"+1-800-867-5222","hours":"24/7","purposes":["service_outage"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-upstate-ny","type":"phone","label":"Gas emergencies, Upstate New York (or 911)","value":"+1-800-892-2345","hours":"24/7","source":"https://www.nationalgridus.com/Upstate-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"credit-phone-upstate-ny","type":"phone","label":"Disconnected accounts, repayment options and financial statement help, Upstate New York","value":"+1-800-443-1837","purposes":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"customer-service-phone-metro-ny","type":"phone","label":"Customer service and gas emergency, New York (Brooklyn, Queens, Staten Island gas site)","value":"+1-718-643-4050","hours":"Customer service Mon-Fri 8 a.m.-8 p.m.; gas emergencies 24/7 (or 911)","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-long-island","type":"phone","label":"Customer service, Long Island gas","value":"+1-800-930-5003","hours":"Mon-Fri 8 a.m.-8 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-long-island","type":"phone","label":"Gas emergencies, Long Island (or 911)","value":"+1-800-490-0045","hours":"24/7","source":"https://www.nationalgridus.com/Long-Island-NY-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"customer-service-phone-ma","type":"phone","label":"Customer service, Massachusetts","value":"+1-800-322-3223","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"outage-phone-ma","type":"phone","label":"Electric outages, Massachusetts","value":"+1-800-465-1212","hours":"24/7","purposes":["service_outage"],"source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"gas-emergency-phone-ma","type":"phone","label":"Gas emergencies, Massachusetts (or 911)","value":"+1-800-233-5325","hours":"24/7","source":"https://www.nationalgridus.com/MA-Home/Contact-Us/","last_verified":"2026-10-12"},{"id":"credit-phone-ma","type":"phone","label":"Credit Department (disconnected accounts and repayment options), Massachusetts","value":"+1-888-211-1313","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"amp-phone-ma","type":"phone","label":"Arrears Management Program enrollment, Massachusetts","value":"+1-866-580-7617","purposes":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report or check an outage (all regions)","value":"https://myaccount.nationalgrid.com/outages","purposes":["service_outage"],"source":"https://www.nationalgridus.com/contact-us","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"Customer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)","value":"https://www.nationalgridus.com/Our-Company/Customer-Claims","purposes":["service_outage"],"access":"open","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email (PDF claim form and documents)","value":"ClaimsDept@nationalgrid.com","purposes":["service_outage"],"notes":"Mail: National Grid, ATTN: Claims Department, 55 Bearfoot Road, Northboro, MA 01532.","source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department (filing and claim status)","value":"+1-315-428-6536","purposes":["service_outage"],"source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"id":"food-spoilage-claims-ny","type":"web_form","label":"New York food and prescription medication spoilage claims (outages of 72+ hours, PSL 73)","value":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","purposes":["service_outage"],"access":"open","notes":"Email foodloss@nationalgrid.com; mail National Grid - NYS Food Spoilage Claims (PSL73), 55 Bearfoot Road, Northboro, MA 01532; phone 315-428-3370.","source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Enroll in a payment plan (My Account)","value":"https://myaccount.nationalgrid.com/payment-plan","purposes":["disconnection"],"access":"login","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"id":"consumer-advocate-upstate-ny","type":"web_form","label":"Speak with a Consumer Advocate, Upstate New York (hardship and special needs)","value":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","purposes":["disconnection"],"access":"open","notes":"For financial hardship, illness, job loss, a death in the family, or special needs customers. Not for billing disputes.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/customer-advocate","last_verified":"2026-10-12"},{"id":"medical-certification-ny","type":"email","label":"New York special protections (medical emergency, life support, elderly/blind/disabled)","value":"Life.Support@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Protections Application, phone 1-800-642-4272, fax 1-315-460-9343, or mail National Grid, Credit & Collections, Residential Protections Team / D-1, 300 Erie Blvd West, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"id":"medical-certification-ma","type":"email","label":"Massachusetts special protections (serious or chronic illness, infant, elderly, winter financial hardship)","value":"NEProtections@nationalgrid.com","purposes":["disconnection"],"notes":"Or online Customer Protections Form, fax 1-866-460-8549, or mail National Grid, Attention: Protections, D1, 300 Erie Blvd W, Syracuse, NY 13202.","source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts)."},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"National Grid does not publish a complaint address or email. Use the account web form in My Account or send a dated letter; keep call notes with reference numbers."},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU)."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York Attorney General or Massachusetts Attorney General, by the account's state."}],"playbooks":[{"issue":"billing_error","summary":"Call the regional customer service line to dispute the bill; New York customers can then go to DPS and keep service on for the disputed amount by paying the rest.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call the customer service line for the region and dispute the bill or ask for a high bill review. Get a reference number.","channel":"customer-service-phone-upstate-ny","note":"Use the line for the account's region."},{"do":"Keep paying the undisputed part of the bill."},{"do":"If not resolved, complain to the NY Department of Public Service or the Massachusetts DPU."}],"facts":[{"kind":"policy","claim":"In New York under HEFPA, a residential customer who files a complaint with the Department of Public Service cannot have service shut off for the disputed amount while it is investigated, as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"process","claim":"The NY Department of Public Service asks customers to first seek help from the utility, which is required by law to assist.","issues":["billing_error"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Enroll in a payment plan, apply for discount and assistance programs, and file for special protections; terms differ between New York and Massachusetts.","evidence":["shutoff notice","account balance","medical letter","proof of age or infant birth certificate","financial statement"],"steps":[{"do":"Enroll in a payment plan in My Account, or call the credit line for the region.","channel":"payment-arrangement"},{"do":"If someone is seriously ill, uses life-support equipment, or the household is elderly or has an infant (MA), apply for special protections.","channel":"medical-certification-ny","note":"Massachusetts customers use the MA protections channel."},{"do":"In Upstate New York, ask a Consumer Advocate about EAP, HEAP and other assistance.","channel":"consumer-advocate-upstate-ny"},{"do":"In Massachusetts, if you are on the Discount Rate with $200 or more at least 60 days past due, enroll in the Arrears Management Program.","channel":"amp-phone-ma"},{"do":"If you cannot reach an agreement, contact the NY DPS shut-off hotline or the Massachusetts DPU before the shutoff date."}],"facts":[{"kind":"policy","claim":"Upstate New York Standard Payment Agreement is a 15% down payment with the balance in 10 monthly installments plus the current bill. A Minimum Payment Agreement can be as little as $0 down and $10 a month for EAP customers or recent HEAP/EHEAP recipients.","issues":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"kind":"policy","claim":"Massachusetts Regular Rate Deferred Payment Agreement is a 25% down payment with the balance in up to 6 monthly installments plus the current bill. The Payment Assistance Bundle is a 10% down payment over 12 months with automatic payments and a Budget Plan.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/More-Time-to-Pay","last_verified":"2026-10-12"},{"kind":"deadline","claim":"In New York under HEFPA, service may not be disconnected unless the utility has given a written final notice and waited 15 days for the customer to pay or make a payment agreement. Shutoffs are only allowed 8:00 a.m.-4:00 p.m. Monday through Thursday, excluding holidays, the day before a holiday, and the two weeks around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"},{"kind":"policy","claim":"In New York, a medical emergency certification gives 30 days of protection from termination, which may be extended for 30 or 60 days; renewal requires showing inability to pay. Elderly, blind or disabled customers get a contact attempt at least 72 hours before shutoff.","issues":["disconnection"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Massachusetts, Serious Illness grants 90 days and Chronic Illness 180 days of protection, with documentation from a physician, physician assistant, nurse practitioner or local board of health. Financial Hardship protection applies from November 15 to March 15 when National Grid service provides heat.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"policy","claim":"In Massachusetts, a household qualifies for Elderly Protection if all members are 65 or older; Infant protection applies when a child under 12 months lives in the household and the household has financial hardship.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Massachusetts Arrears Management Program forgives part of the past-due balance with each on-time payment, up to 100% (up to $12,000 per year), for Discount Rate (R2 or R4) customers with $200 or more at least 60 days past due.","issues":["disconnection"],"source":"https://www.nationalgridus.com/MA-Home/Bill-Help/Arrears-Management-Program","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; in New York, claim food and medicine spoilage within 14 days after a 72-hour outage; file other property damage with the Claims Department.","evidence":["outage dates and times","itemized list of spoiled food","proof of loss (receipts","priced flyers or screenshots)","pharmacy receipts","repair bills or estimates","photos"],"steps":[{"do":"Report or check the outage online, or call the outage line for the region.","channel":"outage-report-online"},{"do":"In New York, if the outage lasted at least 72 consecutive hours, file a food and medication spoilage claim within 14 days of the 72-hour mark.","channel":"food-spoilage-claims-ny"},{"do":"For property damage, file with the Claims Department online, by email or by mail with repair bills or estimates and photos.","channel":"claims-page"},{"do":"If someone in the home uses life-sustaining equipment, register it so National Grid calls during long outages (New York).","channel":"medical-certification-ny"}],"facts":[{"kind":"compensation","claim":"Under New York Public Service Law 73, customers whose electric or gas outage lasts at least 72 consecutive hours can claim up to $540 for spoiled food with proof of loss (up to $235 with only an itemized list), plus the actual loss of perishable prescription medicine. Small businesses may claim food spoilage up to $540 with proof.","issues":["service_outage"],"source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"New York spoilage claims must be filed within 14 days of the 72-hour outage mark.","issues":["service_outage"],"source":"https://www.nationalgridus.com/New-York-State-Food-and-Prescription-Medication-Spoilage-Claims","last_verified":"2026-10-12"},{"kind":"process","claim":"Property damage claims need a written repair bill or estimate and photos for each item; for items that cannot be repaired, a repairman's statement plus the purchase receipt or a replacement estimate. Depreciation is taken on replacement items. State statutes of limitations apply.","issues":["service_outage"],"source":"https://www.nationalgridus.com/Our-Company/Customer-Claims","last_verified":"2026-10-12"},{"kind":"policy","claim":"For New York Life Support Program households, National Grid makes two attempts to reach the customer by phone during prolonged unplanned outages. Annual recertification is required.","issues":["service_outage"],"source":"https://www.nationalgridus.com/Upstate-NY-Home/Bill-Help/Special-Protections","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"In New York under HEFPA, utilities may demand security deposits only from existing customers who are delinquent, and customers may pay a deposit in up to 12 monthly installments.","issues":["deposit_refund"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-12"}],"known_blockers":["Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.","The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.","Special protections need documentation from a medical professional or proof of age."],"official_domains":["nationalgridus.com","nationalgrid.com"],"security":{"never_asks":[{"kind":"policy","claim":"National Grid will not contact customers to demand immediate payment by wire transfer, Green Dot MoneyPak or any other prepaid card service. It may ask for a payment over the phone, but leaves the payment method to the customer.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never contact customers by email or phone to ask for personal or account information.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"kind":"policy","claim":"National Grid will never ask customers to email personal information such as payment details or an address, will never ask for a password, and will never send programs to install on a computer.","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers, sometimes with Caller ID showing \"National Grid\", say the customer has a past-due balance, threaten to turn off service and demand immediate payment.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers demand immediate payment by wire transfer, Green Dot MoneyPak, prepaid debit cards, gift cards, cryptocurrency or third-party digital payment apps.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Robocalls offer 25% off future bills to get account information. National Grid says these calls are not from National Grid.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites closely resemble the official National Grid website to collect usernames, passwords and account details.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from National Grid. All National Grid employees and contractors carry photo identification.","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Report an unexpected email that appears to come from National Grid","value":"customerservice@nationalgrid.com","source":"https://www.nationalgridus.com/Our-Company/Security","last_verified":"2026-10-12"},{"id":"verify-phone-massachusetts-electric","type":"phone","label":"Check account status after a suspected scam (customer service, Massachusetts electric)","value":"+1-800-322-3223","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-upstate-ny","type":"phone","label":"Check account status after a suspected scam (customer service, Upstate New York)","value":"+1-800-642-4272","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-nyc-metro","type":"phone","label":"Check account status after a suspected scam (customer service, New York City and Metro)","value":"+1-718-643-4050","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"},{"id":"verify-phone-long-island","type":"phone","label":"Check account status after a suspected scam (customer service, Long Island)","value":"+1-800-930-5003","source":"https://www.nationalgridus.com/Our-Company/Scam-Alert","last_verified":"2026-10-12"}]}},{"id":"nipsco","name":"Northern Indiana Public Service Company","aliases":["NIPSCO"],"sector":"utility","parent":"NiSource","website":"https://www.nipsco.com","notes":"Electric and natural gas utility in northern Indiana. Regulated by the Indiana Utility Regulatory Commission (IURC); the Indiana Office of Utility Consumer Counselor (OUCC) is the consumer advocate. Hours on NIPSCO's contact page are Central Time.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (1-800-4NIPSCO); also electric outages and emergencies 24/7","value":"+1-800-464-7726","hours":"Mon-Fri 7 a.m.-7 p.m. Central for customer service; 24/7 for electric outages and emergencies","purposes":["billing_error","bill_increase","disconnection","service_outage","deposit_refund","poor_service"],"source":"https://www.nipsco.com/contact-us","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Gas emergencies (go outside and call 911 first)","value":"+1-800-634-3524","hours":"24/7","source":"https://www.nipsco.com/contact-us","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Customer service mailing address","value":"NIPSCO, 801 E. 86th Avenue, Merrillville, IN 46410","purposes":["billing_error","poor_service"],"notes":"NIPSCO lists no complaint form or email on its contact page. Fax 1-866-248-7296.","source":"https://www.nipsco.com/contact-us","last_verified":"2026-10-12"},{"id":"document-upload","type":"web_form","label":"Document upload form (IDs, medical statements and other documents)","value":"https://www.nipsco.com/help/forms/document-upload-form","purposes":["disconnection"],"source":"https://www.nipsco.com/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage","value":"https://www.nipsco.com/outages/power-outages/report-a-power-outage","purposes":["service_outage"],"source":"https://www.nipsco.com/outages/report-an-outage","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Six or 12 month payment plan enrollment","value":"https://www.nipsco.com/portal/payment-plan","purposes":["disconnection"],"access":"login","notes":"The three-month plan is by phone at 1-800-464-7726.","source":"https://www.nipsco.com/bills-and-payments/financial-support/payment-plans","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Income-eligible assistance programs (EAP, CARE, Hardship Program, SERV, SILVER)","value":"https://www.nipsco.com/bills-and-payments/financial-support/income-eligible-assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.nipsco.com/bills-and-payments/financial-support/income-eligible-assistance-programs","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Indiana Utility Regulatory Commission (IURC). The Indiana Office of Utility Consumer Counselor (OUCC) is the consumer advocate."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Indiana Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with customer service, follow up in writing, then complain to the IURC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call NIPSCO, dispute the bill and ask for a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"Send a dated written dispute with the account number and amount.","channel":"complaint-mail"},{"do":"If not resolved, file a complaint with the Indiana Utility Regulatory Commission."}]},{"issue":"disconnection","summary":"Pay or prove payment by 10 p.m. the day before the shutoff date, set up a 3, 6 or 12 month plan, apply for EAP or the Hardship Program, and use a medical statement for a 10-day delay.","evidence":["shutoff notice","account balance","household income documents","medical statement"],"steps":[{"do":"Set up a six or 12 month plan online, or call for the three-month plan, before the shutoff date.","channel":"payment-arrangement"},{"do":"Apply for EAP through a local agency (household income at or below 60% of State Median Income), or the NIPSCO Hardship Program (151%-250% of the federal income level, gas customers).","channel":"payment-assistance"},{"do":"If shutoff would seriously threaten someone's health, get a statement from a licensed physician or public health official and call NIPSCO.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"To avoid a scheduled shutoff, payment or proof of payment must reach NIPSCO by 10 p.m. on the day before the scheduled shut off date.","issues":["disconnection"],"source":"https://www.nipsco.com/bills-and-payments/financial-support/shutoff-and-reconnect-process","last_verified":"2026-10-12"},{"kind":"policy","claim":"A statement from a licensed physician or public health official that shutoff would be a serious and immediate threat to health or safety delays shutoff for up to 10 days. One more 10-day delay is possible with another statement in a 12-month period.","issues":["disconnection"],"source":"https://www.nipsco.com/bills-and-payments/financial-support/shutoff-and-reconnect-process","last_verified":"2026-10-12"},{"kind":"policy","claim":"NIPSCO offers Three Month, Six Month and 12 Month Standard Credit Agreements for a past-due balance, each with an initial down payment plus current charges each month.","issues":["disconnection"],"source":"https://www.nipsco.com/bills-and-payments/financial-support/payment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"CARE for gas heating customers reduces the bill by 15% to 32% depending on income (December 1 - May 31); eligible EAP customers are enrolled automatically.","issues":["disconnection"],"source":"https://www.nipsco.com/bills-and-payments/financial-support/income-eligible-assistance-programs","last_verified":"2026-10-12"},{"kind":"fee","claim":"To reconnect after a shutoff, the customer pays the full past-due balance, a reconnection fee and a security deposit if NIPSCO does not already hold one. An adult over 18 must be present.","issues":["disconnection","deposit_refund"],"source":"https://www.nipsco.com/bills-and-payments/financial-support/shutoff-and-reconnect-process","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report electric outages online or at 1-800-464-7726 (24/7).","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"}]}],"known_blockers":["Six and 12 month payment plans are set up in the online portal (sign-in required).","Medical statements must come from a licensed physician or public health official."],"official_domains":["nipsco.com"],"security":{"never_asks":[{"kind":"policy","claim":"NIPSCO will never call customers directly to ask for account or payment information, or demand payment through a prepaid card.","source":"https://www.nipsco.com/safety/home-safety/impostors-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"NIPSCO will never ask customers to pay with a specific type of payment method or by meeting in person.","source":"https://www.nipsco.com/safety/home-safety/impostors-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers demand immediate payment with a prepaid card. NIPSCO says these calls are scams.","source":"https://www.nipsco.com/safety/home-safety/impostors-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate NIPSCO employees or contractors. Real NIPSCO employees and contractors wear their IDs visibly.","source":"https://www.nipsco.com/safety/home-safety/impostors-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify a call, email, offer or person claiming to be from NIPSCO (customer care)","value":"+1-800-464-7726","source":"https://www.nipsco.com/safety/home-safety/impostors-and-scams","last_verified":"2026-10-12"}]}},{"id":"nv-energy","name":"NV Energy","aliases":["Nevada Power Company","Nevada Power","Sierra Pacific Power Company","Sierra Pacific Power"],"sector":"utility","website":"https://www.nvenergy.com","notes":"Nevada Power Company (southern Nevada, electric) and Sierra Pacific Power Company (northern Nevada, electric and gas) do business as NV Energy. Regulated by the Public Utilities Commission of Nevada (PUCN). Termination rules are in NV Energy's Rule No. 6 tariffs. The PUCN tells customers to try the utility first, ask for a supervisor, then file an informal complaint with its Consumer Complaint Resolution Division.","channels":[{"id":"report-outage-page","type":"web_form","label":"Report an outage","value":"https://www.nvenergy.com/outages-and-emergencies/report-an-outage","purposes":["service_outage"],"notes":"URL taken from NV Energy's sitemap. The page loads with JavaScript; its content could not be read automatically.","source":"https://www.nvenergy.com/sitemap.xml","last_verified":"2026-10-12"},{"id":"payment-arrangement-page","type":"portal","label":"Payment arrangement","value":"https://www.nvenergy.com/my-account/payment-arrangement-landing","purposes":["disconnection"],"notes":"URL taken from NV Energy's sitemap. The page loads with JavaScript; its content could not be read automatically.","source":"https://www.nvenergy.com/sitemap.xml","last_verified":"2026-10-12"},{"id":"assistance-programs-page","type":"portal","label":"Assistance programs","value":"https://www.nvenergy.com/account-services/assistance-programs","purposes":["disconnection"],"notes":"URL taken from NV Energy's sitemap. The page loads with JavaScript; its content could not be read automatically.","source":"https://www.nvenergy.com/sitemap.xml","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call NV Energy customer service (number on the bill)."},{"rung":"supervisor","note":"The PUCN suggests asking for a supervisor and keeping a record of names and conversations."},{"rung":"written_complaint"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utilities Commission of Nevada, Consumer Complaint Resolution Division (informal complaint), then a formal written complaint."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Contact NV Energy first; the first meter test in 12 months is free, and meter errors over 2% are corrected for 3 to 6 months back.","evidence":["the bill","meter readings","earlier bills","notes of each contact with names"],"steps":[{"do":"Contact NV Energy customer service and ask for a review. Ask for a supervisor if needed, and keep a record of names."},{"do":"Ask for a meter test if you think the meter is inaccurate."},{"do":"If NV Energy does not resolve it, file an informal complaint with the PUCN Consumer Complaint Resolution Division."}],"facts":[{"kind":"fee","claim":"In Nevada, the first meter test a customer requests in any 12-month period is free; the utility may charge for later tests in the same period.","issues":["billing_error"],"source":"https://puc.nv.gov/FAQ/Utility_Bills/","last_verified":"2026-10-12"},{"kind":"limit","claim":"When a meter is inaccurate by more than 2 percent (and there is no tampering), the utility must adjust bills back three months for underpayment and six months for overcollection.","issues":["billing_error"],"source":"https://puc.nv.gov/FAQ/Utility_Bills/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An estimated bill uses the consumption for the same period the previous year, and is corrected once the meter is read.","issues":["billing_error"],"source":"https://puc.nv.gov/FAQ/Utility_Bills/","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Nevada requires a 10-day notice and a second 48-hour notice; a medical certificate postpones termination 30 days, and extreme-temperature forecasts stop it.","evidence":["termination notice","account number","signed medical statement if it applies"],"steps":[{"do":"Contact NV Energy before the termination date and ask for a payment arrangement.","channel":"payment-arrangement-page"},{"do":"If termination would be especially dangerous to a resident's health, get a written statement from a physician, public health official or advanced practice registered nurse, plus your signed statement that you cannot pay or can pay only in installments."},{"do":"If the forecast is 105 degrees F or higher, or 15 degrees F or lower, within 24 hours, tell NV Energy the moratorium applies."},{"do":"If NV Energy proceeds anyway, contact the PUCN Consumer Complaint Resolution Division before the termination date."}],"facts":[{"kind":"deadline","claim":"A Nevada gas or electric utility must give 10 days' written notice before disconnection, and a second notice at least 48 hours before termination if the first goes unpaid.","issues":["disconnection"],"source":"https://puc.nv.gov/FAQ/Termination_of_Service/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nevada utilities may not disconnect the day before a weekend, on a weekend, or on a state holiday, except for safety.","issues":["disconnection"],"source":"https://puc.nv.gov/FAQ/Termination_of_Service/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nevada Power postpones residential termination for 30 days after it receives a certifying statement from a licensed physician, public health official or advanced practice registered nurse, and the customer's signed statement of inability to pay. A renewed medical certificate extends this by 30 more days.","issues":["disconnection"],"source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/about-nvenergy/rates-regulatory/electric-rules-south/Rule_6_South.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under a medical postponement, Nevada Power allows an installment period of up to 90 days to pay the bills.","issues":["disconnection"],"source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/about-nvenergy/rates-regulatory/electric-rules-south/Rule_6_South.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Nevada Power postpones termination for nonpayment for any 24 hours for which the National Weather Service forecasts 105 degrees Fahrenheit or higher, or 15 degrees Fahrenheit or lower.","issues":["disconnection"],"source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/about-nvenergy/rates-regulatory/electric-rules-south/Rule_6_South.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"NV Energy must restore service the same day if payment is received by 10:00 a.m., and within 24 hours of a later payment (with exceptions for causes beyond its control and multiunit complexes).","issues":["disconnection"],"source":"https://puc.nv.gov/FAQ/Termination_of_Service/","last_verified":"2026-10-12"}]}],"known_blockers":["nvenergy.com renders with JavaScript; automated tools saw only the title \"NV Energy\" on every page. NV Energy's customer service, outage and emergency phone numbers were not confirmed and are not listed.","The Rule No. 6 (south) tariff sheets used here carry effective dates from 2005 to 2017."],"official_domains":["nvenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"NV Energy will never come to a customer's property to request or take payment. All NV Energy employees carry NV Energy identification.","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"NV Energy will never demand immediate payment and threaten immediate disconnection, whether by phone, text message or email.","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"NV Energy will never accept payment by Zelle, MoneyPak, Venmo, Bitcoin or QR code.","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"People imitate NV Energy employees to ask customers for money. NV Energy says to hang up and call it directly to check the account status.","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers using NV Energy's name threaten to disconnect electricity unless the customer pays immediately, usually by prepaid debit card, credit card, gift card or digital currency.","source":"https://ag.nv.gov/News/PR/2021/Attorney_General_Ford_Echoes_Warning_from_NV_Energy_to_Nevadans_About_Scams_Affecting_NV_Energy_Customers/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers text a QR code and tell the customer to use it at a local bill pay kiosk. The QR code is linked to the scammer's account, not the utility's account.","source":"https://ag.nv.gov/News/PR/2021/Attorney_General_Ford_Echoes_Warning_from_NV_Energy_to_Nevadans_About_Scams_Affecting_NV_Energy_Customers/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers robocall or disguise their caller ID to look like the utility, and may give a fake employee ID number.","source":"https://ag.nv.gov/News/PR/2021/Attorney_General_Ford_Echoes_Warning_from_NV_Energy_to_Nevadans_About_Scams_Affecting_NV_Energy_Customers/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone-north","type":"phone","label":"Report a scam to NV Energy, Northern Nevada (775-834-SCAM)","value":"+1-775-834-7226","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"id":"report-scam-phone-south","type":"phone","label":"Report a scam to NV Energy, Southern Nevada (702-402-SCAM)","value":"+1-702-402-7226","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"id":"verify-account-phone-north","type":"phone","label":"Verify account status after a request for money, Northern Nevada (customer service)","value":"+1-775-834-4444","hours":"24/7","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"id":"verify-account-phone-south","type":"phone","label":"Verify account status after a request for money, Southern Nevada (customer service)","value":"+1-702-402-5555","hours":"24/7","source":"https://www.nvenergy.com/publish/content/dam/nvenergy/brochures_arch/safety/scam-protection/Scam-Alert-Flyer_ENGLISH_Accessible.pdf","last_verified":"2026-10-12"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (NV Energy web page)","value":"https://www.nvenergy.com/safety/scam-protection/report-scam","notes":"URL taken from NV Energy's sitemap. The page loads with JavaScript; its form could not be read automatically.","source":"https://www.nvenergy.com/sitemap.xml","last_verified":"2026-10-12"}]}},{"id":"nyseg","name":"New York State Electric & Gas","aliases":["NYSEG","New York State Electric and Gas"],"sector":"utility","parent":"Avangrid (Iberdrola)","website":"https://www.nyseg.com","notes":"Electric and natural gas utility for much of upstate New York. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility RG&E has its own website and phone numbers (file rge). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). nyseg.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of nyseg.com pages where noted.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-572-1111","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"notes":"A search-result summary of https://www.nyseg.com/ContactUs gives hours of Monday-Friday 7 a.m.-7 p.m., excluding holidays.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"},{"id":"electric-outage-phone","type":"phone","label":"Electricity outages or trouble","value":"+1-800-572-1131","purposes":["service_outage"],"notes":"Seen only in a search-result summary of this page (nyseg.com does not load for automated fetches). Call 911 first if life is at risk.","source":"https://www.nyseg.com/support/outages-help","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas emergencies (leave the area; 911 also accepted)","value":"+1-800-572-1121","notes":"Seen only in a search-result summary of this page.","source":"https://www.nyseg.com/outages/stayinformed/outagealerts","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-600-2275","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"id":"mailing-address","type":"mail","label":"NYSEG mailing address as listed on the NYS Clean Heat contact page","value":"NYSEG, P.O. Box 5240, Binghamton, NY 13902","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for NYSEG; not confirmed on nyseg.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"mailing-address"},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York State Office of the Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with NYSEG, pay the undisputed amount, then file with the NY Department of Public Service.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call NYSEG and ask for a correction and a reference number. Keep paying the undisputed amount.","channel":"customer-service-phone"},{"do":"If not resolved, file a complaint with DPS online or at 800-342-3377. Contact DPS again if NYSEG does not answer within two weeks."},{"do":"If you disagree with the DPS decision, request an informal hearing or review within 15 days."}],"facts":[{"kind":"process","claim":"The NY Department of Public Service says to first seek the assistance of your utility provider, which is required by law to assist you; if the utility does not respond within two weeks, contact DPS again to have the case escalated.","issues":["billing_error","disconnection","poor_service"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA (DPS brochure, 12/25): if you file a complaint with DPS, service cannot be shut off for the disputed amount while the complaint is investigated, as long as you pay the undisputed amount.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"limit","claim":"HEFPA: late payment charges on unpaid balances are limited to no more than 1.5% monthly (18% annually).","issues":["billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A request for an informal hearing or review of a DPS initial decision should be made within 15 days of that decision; an appeal of the hearing decision is due within 15 days.","issues":["billing_error"],"source":"https://dps.ny.gov/guide-filing-complaints","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Call NYSEG for a payment agreement on a final notice; New York requires 15 days' notice, limits shutoff hours, and protects medical emergencies and cold-weather cases.","evidence":["final termination notice","account number","medical certificate from a doctor or local board of health","income documents"],"steps":[{"do":"Call NYSEG first and ask for a payment agreement that is reasonable and affordable.","channel":"customer-service-phone"},{"do":"If someone has a serious illness that a shutoff would aggravate, get a certificate from a doctor or the local board of health to NYSEG."},{"do":"Tell NYSEG if you are blind, disabled or 62 or older and live only with people who are 62 or older, 18 or younger, or blind or disabled."},{"do":"If you cannot make an arrangement, call the DPS Emergency Hotline at 800-342-3355 (7:30 a.m.-7:30 p.m. business days). Do not use the online form for a final disconnection notice."}],"facts":[{"kind":"deadline","claim":"HEFPA (DPS brochure, 12/25): service may not be disconnected for overdue bills unless the provider has given a final written notice and waited 15 days to allow payment or a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: shutoffs are permitted only 8:00 a.m.-4:00 p.m., Monday through Thursday, excluding holidays, the day before a holiday, and the two-week period around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: between November 1 and April 15 the provider must make a special effort to determine whether terminating heat-related service will seriously impair health or safety.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: service may not be shut off with a medical certification by a doctor or local board of health; after 30 days the certificate must be renewed and inability to pay shown. For life-support equipment the certificate stays in effect until DPS ends it, with inability to pay shown every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"New York law gives residential customers the right to reasonable installments, budget billing and deposit installments.","evidence":["current bill","income and expense information"],"steps":[{"do":"Ask NYSEG for an installment agreement tailored to your finances, budget billing, or a due date adjusted to a fixed-income payment date.","channel":"customer-service-phone"},{"do":"If NYSEG refuses a reasonable agreement, call DPS at 800-342-3377 (or 800-342-3355 if facing shutoff)."}],"facts":[{"kind":"policy","claim":"HEFPA: customers must be given the option to pay overdue bills in reasonable installments tailored to their financial circumstances, and must be offered budget (levelized) billing. Customers on a fixed income may have the bill due date adjusted.","issues":["payment_assistance","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: utilities may demand security deposits from existing customers who are delinquent; customers may pay security deposits in up to 12 monthly installments.","issues":["payment_assistance","deposit_refund"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report electric outages to the outage line or online; report gas emergencies from a safe place.","evidence":["service address","outage start time"],"steps":[{"do":"Call the electric outage line or use NYSEG's online outage form.","channel":"electric-outage-phone"},{"do":"If you smell gas, leave and call the gas emergency line or 911 from a safe place.","channel":"gas-emergency-phone"}]}],"known_blockers":["nyseg.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. Outage and gas emergency numbers come only from search-result summaries; confirm them on the bill.","No NYSEG damage-claim channel or assistance program page could be read."],"official_domains":["nyseg.com"],"security":{"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-572-1111","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]}},{"id":"oge-energy","name":"Oklahoma Gas and Electric Company (OG&E)","aliases":["OG&E","OGE","Oklahoma Gas & Electric","OGE Energy","OGE Energy Corp"],"sector":"utility","parent":"OGE Energy Corp.","website":"https://www.oge.com","notes":"Electric utility in Oklahoma and western Arkansas. Oklahoma service is regulated by the Oklahoma Corporation Commission (OCC), Public Utility Division, Consumer Services; Arkansas service by the Arkansas Public Service Commission (APSC). OG&E's contact page lists Oklahoma numbers only (OKC metro and all other areas); its Arkansas customer guide uses the same 800 numbers. Oklahoma and Arkansas rules on disconnection differ; the facts below say which state each applies to. The OG&E Arkansas customer guide used here is the 2024 edition.","channels":[{"id":"residential-support-phone","type":"phone","label":"Residential customer support (outside the OKC metro, Spanish, online account questions; Oklahoma and Arkansas)","value":"+1-800-272-9741","hours":"Mon-Fri 8 a.m.-5 p.m.","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"residential-support-okc-phone","type":"phone","label":"Residential customer support (OKC metro)","value":"+1-405-272-9741","hours":"Mon-Fri 8 a.m.-5 p.m.","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"business-phone","type":"phone","label":"Business customer support (Business Advantage Group)","value":"+1-888-988-9747","source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"tty-phone","type":"phone","label":"Hearing or speech impaired (TTY to voice; or dial 711)","value":"+1-800-722-0353","source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"OG&E Customer Support email (listed in the Arkansas customer guide)","value":"custcaredept@oge.com","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Outages, emergencies and downed power lines (all areas outside the OKC metro; also outage reporting and reconnection)","value":"+1-800-522-6870","hours":"24/7","purposes":["service_outage"],"source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"outage-okc-phone","type":"phone","label":"Outages, emergencies and downed power lines (OKC metro)","value":"+1-405-272-9595","hours":"24/7","purposes":["service_outage"],"source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.oge.com/web/portal/label_ord/outages/report-outage","purposes":["service_outage"],"notes":"The contact page also links a report-without-sign-in page at /web/portal/hidden/report-outage-nl and the System Watch outage map at https://outagemap.oge.com/.","source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"},{"id":"installment-plan","type":"portal","label":"Set up an installment (payment) plan","value":"https://www.oge.com/web/portal/label_ord/myaccount/installment-plan","purposes":["disconnection","payment_assistance"],"access":"login","notes":"OG&E says customers must qualify. The Oklahoma disconnection policy says to request it before the day of disconnection at OGE.com/assistance or through customer support.","source":"https://www.oge.com/web/portal/label_ord/customer-service/financial-assistance","last_verified":"2026-10-13"},{"id":"financial-assistance-page","type":"web_form","label":"Financial assistance (LIHEAP, Low-Income Assistance Program, 211, efficiency programs)","value":"https://www.oge.com/web/portal/label_ord/customer-service/financial-assistance","purposes":["payment_assistance","disconnection"],"access":"open","source":"https://www.oge.com/web/portal/label_ord/customer-service/financial-assistance","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Pay by phone through U.S. Payments (OG&E's only third-party payment processor; fees apply)","value":"+1-877-306-9274","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.oge.com/web/portal/label_ord/customer-service/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"residential-support-phone"},{"rung":"supervisor","note":"Ask the customer support advocate for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"customer-care-email"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Oklahoma: Oklahoma Corporation Commission, Consumer Services, 405-521-2331 or 1-800-522-8154, CS@occ.ok.gov; the OCC asks customers to contact the service provider first for billing or service matters. Arkansas: Arkansas Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Oklahoma Attorney General or Arkansas Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with OG&E first; if that fails, go to the Oklahoma Corporation Commission or the Arkansas PSC.","evidence":["the disputed bill","earlier bills for comparison","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call OG&E customer support and say which part of the bill you dispute. Ask for a reference number.","channel":"residential-support-phone"},{"do":"Put the dispute in writing by email and keep a copy.","channel":"customer-care-email"},{"do":"In Arkansas, you can ask for a meter test; you pay $50 if the meter is accurate."},{"do":"If OG&E does not resolve it, file a complaint with the Oklahoma Corporation Commission (Oklahoma) or the Arkansas Public Service Commission (Arkansas)."}],"facts":[{"kind":"process","claim":"Oklahoma: a customer may dispute any part of a bill or the terms of payment by contacting OG&E. If no solution is reached, the customer may contact the Oklahoma Corporation Commission, Consumer Services Division, 405-521-2331 or toll free 800-522-8154.","issues":["billing_error"],"source":"https://www.oge.com/documents/d/portal/oklahoma-disconnect-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Arkansas: OG&E tests a meter on request. The customer is charged $50 for the test if the meter is found to be accurate.","issues":["billing_error"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Oklahoma Corporation Commission takes public utility complaints at 405-521-2331 or 1-800-522-8154 (regular business days, 8 a.m. to 4:30 p.m.), by email at CS@occ.ok.gov, through its online complaint form, or by mail to PO Box 171, Oklahoma City, OK 73101-9918. For damage claims it directs customers to the utility, because it has no authority over damages.","issues":["billing_error","disconnection"],"source":"https://oklahoma.gov/occ/complaints/public-utility.html","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Ask for an installment plan before the shutoff day. OG&E does not disconnect in extreme heat or cold, and a medical certification can delay a shutoff 30 days.","evidence":["10-day or shut-off notice","account balance","physician's certificate","assistance agency pledge"],"steps":[{"do":"Before the day of disconnection, ask for an installment plan online or by phone. If you qualify and accept, OG&E will not disconnect.","channel":"installment-plan"},{"do":"If a disconnection would endanger the life or health of someone in the home, tell OG&E and ask for the medical certification form.","channel":"residential-support-phone"},{"do":"Ask OG&E for the list of assistance agencies. When an agency notifies OG&E of help, you get a 40-day extension (Oklahoma).","channel":"financial-assistance-page"},{"do":"If you are 65 or older or disabled, ask to be added to the extra-notice list and name a third party to receive shut-off notices.","channel":"residential-support-phone"},{"do":"If OG&E will not help, contact the Oklahoma Corporation Commission or the Arkansas PSC before the shutoff date."}],"facts":[{"kind":"deadline","claim":"Oklahoma: OG&E mails a 10-day notice and a 48-hour notice before disconnection, and calls the customer 7 days before and 24 hours before the disconnection.","issues":["disconnection"],"source":"https://www.oge.com/documents/d/portal/oklahoma-disconnect-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Oklahoma: OG&E suspends residential disconnections when the temperature is, or is predicted to be, a 101 degrees Fahrenheit heat index or higher on the day of disconnection, or when the predicted high or overnight low is 32 degrees Fahrenheit or below.","issues":["disconnection"],"source":"https://www.oge.com/documents/d/portal/oklahoma-disconnect-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Oklahoma: if disconnection would cause a life-threatening situation for someone living in the home, OG&E may delay it for 30 days. Certification of the condition is required.","issues":["disconnection"],"source":"https://www.oge.com/documents/d/portal/oklahoma-disconnect-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Oklahoma: if a customer qualifies for agency assistance and the agency notifies OG&E, the customer gets a 40-day extension for the agency to pay. Customers 65 or older or disabled can ask the call center for an additional written disconnection notice.","issues":["disconnection","payment_assistance"],"source":"https://www.oge.com/documents/d/portal/oklahoma-disconnect-policy","last_verified":"2026-10-13"},{"kind":"fee","claim":"Oklahoma: the reconnect charge after a disconnection is $21, and the required deposit may be increased if the account is not secured by a sufficient deposit.","issues":["disconnection"],"source":"https://www.oge.com/documents/d/portal/oklahoma-disconnect-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Arkansas: OG&E will not suspend service if the customer pays at least 1/4 of the overdue bill within three business days, agrees to pay the balance in installments over three months, and pays all new bills by their due dates. After a default OG&E need not offer another delayed payment agreement for 12 months.","issues":["disconnection","payment_assistance"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Arkansas: suspension may be postponed (or service reconnected) for 30 days or less once OG&E is told of a serious medical condition. A physician's certificate must be received within seven days of the notice; it can be extended once for another 30 days by re-verification before it expires. OG&E need not accept more than one certificate per household each year.","issues":["disconnection"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"},{"kind":"policy","claim":"Arkansas: for registered customers 65 or older or with a physical disability that affects their ability to pay, OG&E tries to make contact at least 72 hours before suspension, and does not suspend service on a day when the National Weather Service forecasts 95 degrees Fahrenheit or higher or 32 degrees Fahrenheit or lower in the following 24 hours.","issues":["disconnection"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Ask for an installment plan; apply for LIHEAP first, then OG&E's Low-Income Assistance Program (Oklahoma).","evidence":["current bill","household income documents","LIHEAP approval"],"steps":[{"do":"Ask for an installment plan online or by phone.","channel":"installment-plan"},{"do":"Apply for LIHEAP (Oklahoma Human Services in Oklahoma; community-based organizations in Arkansas). LIHEAP approval is needed for OG&E's low-income assistance.","channel":"financial-assistance-page"},{"do":"In Oklahoma, call 211 for other bill assistance."}],"facts":[{"kind":"compensation","claim":"Oklahoma: OG&E's Low-Income Assistance Program gives qualified customers a $13 per month bill credit. Customers must first qualify for LIHEAP.","issues":["payment_assistance"],"source":"https://www.oge.com/web/portal/label_ord/customer-service/financial-assistance","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Oklahoma: the Silver Energy Discount gives customers 65 and older on a SmartHours plan a $10 monthly credit June through October and $5 in other months.","issues":["payment_assistance"],"source":"https://www.oge.com/web/portal/label_ord/customer-service/financial-assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"Arkansas: residential customers with an annual income of $12,000 or less can qualify for an exemption from state sales tax on the first 500 kWh each month; the application form is available from OG&E Customer Support.","issues":["payment_assistance"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"},{"kind":"policy","claim":"Arkansas: customers whose income is SSI, AFDC or AABD, or mainly Social Security or VA disability or retirement benefits, can ask for an Extended Due Date that follows receipt of that income.","issues":["payment_assistance"],"source":"https://www.oge.com/documents/d/portal/oge_customerguide-2024-ar-digital-v6","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report the outage online, in the app or by phone; OG&E repairs the line to the house and the meter, the owner repairs the meter box and the cable on the house.","evidence":["service address","outage start time","photos of damage to the meter box or service cable"],"steps":[{"do":"Report the outage online, in the OG&E app or by phone.","channel":"outage-report-online"},{"do":"For a downed line, call the emergency number at once and keep children and pets away.","channel":"outage-phone"},{"do":"If the meter box or the cable down the side of the house is damaged, hire an electrician to repair it; OG&E can then restore service."}],"facts":[{"kind":"policy","claim":"The wire from the utility pole to the house and the meter are OG&E's responsibility. The customer owns the cable down the side of the house and the box that holds the meter.","issues":["service_outage"],"source":"https://www.oge.com/web/portal/label_ord/outages/report-outage/outage-faq1","last_verified":"2026-10-13"}]}],"known_blockers":["Installment plans and account balances need an oge.com sign-in.","OG&E's Arkansas customer guide and Oklahoma disconnection policy are PDFs whose text WebFetch could not read directly; text was extracted locally.","No OG&E damage claim form or claims contact was found on oge.com.","The Arkansas Public Service Commission website failed with an SSL handshake error when fetched, so its contact details are not listed here."],"official_domains":["oge.com"],"security":{"never_asks":[{"kind":"policy","claim":"OG&E says it will not call to ask for full bank information or a credit card number, will not demand payment with a prepaid debit card, and will not call to ask for a payment over the phone.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"OG&E says it will not ask to meet in person for a payment, will not come to a home or business to collect cash or demand payment, and will not threaten immediate disconnection without prior notice.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"OG&E says it may call when a balance is past due but will not demand payment, and will not come to the home selling products such as solar panels.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof OG&E's name and customer service number on caller ID, and threaten that a technician will shut off power unless a delinquent bill is paid.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers manipulate search results and use fake 800 numbers that imitate payment processors. OG&E says U.S. Payments (877-306-9274) is its only third-party payment processor.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails demand immediate action to verify account details. Door-to-door sellers, including some solar companies, falsely claim to be OG&E approved or partners.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"scam-verify-phone","type":"phone","label":"Verify a call or report a scam to OG&E (outside the OKC metro)","value":"+1-800-272-9741","notes":"OG&E's scam page lists no reporting email or form; it also says to report scam calls to the FTC or the state consumer protection agency.","source":"https://www.oge.com/scams","last_verified":"2026-10-13"},{"id":"scam-verify-okc-phone","type":"phone","label":"Verify a call or report a scam to OG&E (OKC metro)","value":"+1-405-272-9741","source":"https://www.oge.com/scams","last_verified":"2026-10-13"}]}},{"id":"oncor","name":"Oncor Electric Delivery","aliases":["Oncor"],"sector":"utility","website":"https://www.oncor.com","notes":"Transmission and distribution utility (TDU) in the Texas competitive market. Oncor owns the poles, wires and meters and handles outages, meter tests and connections; it does not bill residential customers. Billing, payment plans and disconnection notices come from the customer's retail electric provider (REP), so billing complaints go to the REP. Regulated by the Public Utility Commission of Texas.","channels":[{"id":"outage-phone","type":"phone","label":"Outages and emergencies (residential and small business)","value":"+1-888-313-4747","hours":"24/7","purposes":["service_outage"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"outage-phone","note":"For outages, meters and wires. Billing issues go to the retail electric provider."},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utility Commission of Texas."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"service_outage","summary":"Report the outage to Oncor; the retail provider cannot restore power.","evidence":["service address","ESI ID","outage start time"],"steps":[{"do":"Call Oncor's outage line to report the outage or a downed line.","channel":"outage-phone"},{"do":"If someone at home depends on electric medical equipment, ask the retail provider for the Critical Care or Chronic Condition application. The TDU (Oncor) processes it and decides eligibility."}],"facts":[{"kind":"contact","claim":"Texas retail providers list Oncor's outage and emergency line as 1-888-313-4747, available 24 hours a day, 7 days a week.","issues":["service_outage"],"source":"https://www.reliant.com/en/residential/help-support/contact/report-an-outage","last_verified":"2026-10-12"},{"kind":"process","claim":"The customer gets the Critical Care or Chronic Condition application from the REP; the local TDU processes it, decides eligibility and sends renewal applications. Critical Care designation lasts two years.","issues":["service_outage","disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Ask the retail provider to request a meter test from Oncor if you think the meter is wrong.","evidence":["bills","meter readings","ESI ID"],"steps":[{"do":"Ask your retail electric provider to request a meter test from Oncor. You may also request it yourself."},{"do":"Dispute the bill amount with the retail provider; complain to the PUCT if it is not resolved."}],"facts":[{"kind":"fee","claim":"A customer may request a meter test, and the REP may request it from the TDU. If tested more than once in four years and the meter works properly, the customer may be charged the TDU's approved fee.","issues":["billing_error"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["oncor.com timed out on every automated request on 2026-10-12. The outage number comes from Texas retail providers' published documents."],"official_domains":["oncor.com"],"security":{"never_asks":[{"kind":"policy","claim":"No Oncor employee will ever come to a customer's home to collect a payment, or ask by phone, text, in person or online for credit card information.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Oncor will never ask to collect money to avoid service disconnection or shutoff. Oncor representatives do not need to enter a customer's home for any reason.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Oncor will never ask customers to pay with a prepaid debit card, gift card, any form of cryptocurrency or a third-party digital payment app.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor_raises_awareness_of_utility_scams_during_national_consumer_protection_week.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Impostors pose as Oncor employees to collect money or credit card information and imply that electric service will be disconnected if the customer does not pay. Oncor delivers electricity but does not sell it to customers directly.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell the customer to buy a prepaid debit card for immediate bill payment, then ask for the card's number when the customer calls back.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers ask for payment in cryptocurrency such as Bitcoin.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Door-to-door impostors say they are responding to reports of scammers in the neighborhood or doing unscheduled work that requires payment, such as a new meter or meter upgrade paid in cash or with a prepaid debit card.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor_raises_awareness_of_utility_scams_during_national_consumer_protection_week.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers use fraudulent phone numbers or websites that appear in internet search results.","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-employee-phone","type":"phone","label":"Confirm the identity of someone who claims to work for Oncor (general inquiries)","value":"+1-888-313-6862","hours":"Monday to Friday, 8 a.m. to 6 p.m. Central Time","source":"https://www.oncor.com/content/oncorwww/wire/en/home/safety/oncor-recognizes-utility-scam-awareness-week.html","last_verified":"2026-10-12"}]}},{"id":"pacificorp","name":"PacifiCorp","aliases":["Rocky Mountain Power","RMP","Pacific Power"],"sector":"utility","website":"https://www.pacificorp.com","account_url":"https://csapps.pacificpower.net/idm/login","notes":"Electric utility that operates as Rocky Mountain Power (rockymountainpower.net) in Utah, Wyoming and Idaho, and as Pacific Power (pacificpower.net) in Oregon, Washington and California. Both brands use customer service 1-888-221-7070 and outage line 1-877-508-5088; Rocky Mountain Power account sign-in is https://csapps.rockymountainpower.net/idm/login. State commissions: Utah Public Service Commission (informal complaints go first to the Utah Division of Public Utilities, 801-530-7622 or 800-874-0904), Wyoming Public Service Commission, Idaho Public Utilities Commission, Public Utility Commission of Oregon (503-378-6600 or 800-522-2404, puc.consumer@puc.oregon.gov), Washington Utilities and Transportation Commission, and California Public Utilities Commission. Wildfire: PacifiCorp's wildfire litigation page covers the 2020 Labor Day fires (Oregon), the Slater fire and the 2022 McKinney fire (California); it settles claims through litigation and settlements and publishes no wildfire claims intake process. Standard damage claims start with a claim form requested at 1-888-221-7070.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (Rocky Mountain Power and Pacific Power, toll free)","value":"+1-888-221-7070","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service","property_damage_claim"],"notes":"The scam pages say \"call us anytime toll free\" at this number; no business hours were found on a fetchable page. The contact-us pages on csapps.* need JavaScript.","source":"https://www.rockymountainpower.net/my-account/scams.html","last_verified":"2026-10-13"},{"id":"pacific-power-customer-service-phone","type":"phone","label":"Pacific Power customer service (same number, listed on Pacific Power pages)","value":"+1-888-221-7070","purposes":["billing_error","disconnection","payment_assistance","poor_service"],"source":"https://www.pacificpower.net/assistance","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Report an outage or downed wires (both brands)","value":"+1-877-508-5088","purposes":["service_outage"],"source":"https://www.pacificpower.net/outages-safety.html","last_verified":"2026-10-13"},{"id":"pacific-power-outage-text","type":"sms","label":"Pacific Power outage report by text (text OUT to 722797)","value":"722797","purposes":["service_outage"],"source":"https://www.pacificpower.net/outages-safety.html","last_verified":"2026-10-13"},{"id":"rmp-outage-text","type":"sms","label":"Rocky Mountain Power outage report by text (text OUT to 759677)","value":"759677","purposes":["service_outage"],"source":"https://www.rockymountainpower.net/outages-safety.html","last_verified":"2026-10-13"},{"id":"rmp-outage-phone","type":"phone","label":"Rocky Mountain Power outage and downed wires line","value":"+1-877-508-5088","purposes":["service_outage"],"source":"https://www.rockymountainpower.net/outages-safety.html","last_verified":"2026-10-13"},{"id":"pacific-power-claims-email","type":"email","label":"Pacific Power - request a claim (Statement of Damage) form by email","value":"PacificPowerCustomerService@PacifiCorp.com","purposes":["property_damage_claim"],"notes":"Or call 1-888-221-7070 for a mailed form. Call that number as soon as possible for urgent claims or bodily injury.","source":"https://www.pacificpower.net/working-with-us/claims.html","last_verified":"2026-10-13"},{"id":"rmp-claims-email","type":"email","label":"Rocky Mountain Power - request a claim (Statement of Damage) form by email","value":"RockyMountainPowerCustomerService@PacifiCorp.com","purposes":["property_damage_claim"],"notes":"Or call 1-888-221-7070 for a mailed form.","source":"https://www.rockymountainpower.net/working-with-us/claims.html","last_verified":"2026-10-13"},{"id":"pacific-power-payment-arrangement","type":"portal","label":"Pacific Power payment arrangements (\"Need more time to pay?\")","value":"https://csapps.pacificpower.net/idm/my-account/payments/payment-arrangements","purposes":["disconnection","payment_assistance"],"access":"login","notes":"The www.pacificpower.net payment-arrangements page redirects here; the page needs JavaScript and sign-in.","source":"https://www.pacificpower.net/","last_verified":"2026-10-13"},{"id":"rmp-payment-arrangement","type":"portal","label":"Rocky Mountain Power payment arrangements (\"Need more time to pay?\")","value":"https://csapps.rockymountainpower.net/idm/my-account/payments/payment-arrangements","purposes":["disconnection","payment_assistance"],"access":"login","notes":"The www.rockymountainpower.net payment-arrangements page redirects here; the page needs JavaScript and sign-in.","source":"https://www.rockymountainpower.net/","last_verified":"2026-10-13"},{"id":"pacific-power-assistance","type":"web_form","label":"Pacific Power bill payment assistance by state (Oregon LID, Washington LIBA, California CARE)","value":"https://www.pacificpower.net/assistance","purposes":["payment_assistance"],"access":"open","source":"https://www.pacificpower.net/assistance","last_verified":"2026-10-13"},{"id":"rmp-assistance","type":"web_form","label":"Rocky Mountain Power bill payment assistance by state (Utah HELP, HEAT, Wyoming LIEAP, Idaho LIHEAP)","value":"https://www.rockymountainpower.net/my-account/payments/bill-payment-assistance.html","purposes":["payment_assistance"],"access":"open","source":"https://www.rockymountainpower.net/my-account/payments/bill-payment-assistance.html","last_verified":"2026-10-13"},{"id":"pacific-power-medical-certificate","type":"web_form","label":"Pacific Power Medical Certificate online application","value":"https://csapps.pacificpower.net/public/medical-web-form","purposes":["disconnection"],"notes":"Printable form: https://www.pacificpower.net/content/dam/pcorp/documents/en/pacificpower/my-account/Medical_Certificate_Print_Application.pdf. Mail to Pacific Power, Attention: Medical Certificates, PO Box 400, Portland, Oregon 97207-0400, or fax 1-877-283-7697.","source":"https://www.pacificpower.net/my-account/payments/bill-payment-assistance/medical-certificate.html","last_verified":"2026-10-13"},{"id":"rmp-medical-certificate-fax","type":"fax","label":"Rocky Mountain Power Medical Certificate (fax, Attention Medical Certificates)","value":"+1-877-283-7697","purposes":["disconnection"],"notes":"Form: https://www.rockymountainpower.net/content/dam/pcorp/documents/en/rockymountainpower/my-account/Medical_Certificate_RMP.pdf. Mail: Rocky Mountain Power, Attention: Medical Certificates, PO Box 400, Portland, Oregon 97207-0400.","source":"https://www.rockymountainpower.net/my-account/payments/bill-payment-assistance/medical-certificate.html","last_verified":"2026-10-13"},{"id":"utah-dpu-complaint-form","type":"web_form","label":"Utah Division of Public Utilities online complaint form (Rocky Mountain Power, Utah)","value":"https://dpu.utah.gov/online-complaint-form/","purposes":["billing_error","disconnection","poor_service"],"access":"open","notes":"Utah's informal complaint step after contacting the utility. DPU phone 801-530-7622 or 800-874-0904.","source":"https://psc.utah.gov/complaint-process/","last_verified":"2026-10-13"},{"id":"oregon-puc-complaint-form","type":"web_form","label":"Oregon PUC complaint form (Pacific Power, Oregon)","value":"https://puc.oregon.gov/complaint","purposes":["billing_error","disconnection","poor_service"],"access":"open","notes":"Phone 503-378-6600 or 800-522-2404 (TTY 711), email puc.consumer@puc.oregon.gov, Mon-Fri 8 a.m.-5 p.m.","source":"https://www.oregon.gov/puc/pages/consumer-information-center.aspx","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"Ask for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"Both brands' contact-us pages (csapps.pacificpower.net and csapps.rockymountainpower.net) offer a contact form that needs JavaScript; no complaint mailing address was found."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Commission for the service state: Utah PSC (first an informal complaint with the Utah Division of Public Utilities; the PSC says to contact the company first and a formal complaint needs the informal step first), Wyoming PSC, Idaho PUC, Oregon PUC (says to contact the utility first), Washington UTC, California PUC."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Attorney general of the service state."}],"playbooks":[{"issue":"billing_error","summary":"Dispute with customer service and a supervisor, then file with the state commission; in Utah, the Division of Public Utilities takes the informal complaint first.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with names and reference numbers"],"steps":[{"do":"Call customer service, say which charge is wrong and what it should be. Get a reference number.","channel":"customer-service-phone"},{"do":"If not resolved, ask for a supervisor.","channel":"customer-service-phone"},{"do":"Utah: file an informal complaint with the Division of Public Utilities; a formal PSC complaint is possible only after that.","channel":"utah-dpu-complaint-form"},{"do":"Oregon: file with the Oregon PUC. Other states: the commission named in this file's notes.","channel":"oregon-puc-complaint-form"}],"facts":[{"kind":"process","claim":"The Utah PSC says to first try to resolve the problem with the utility, then file an informal complaint with the Division of Public Utilities (by letter, phone or online). A customer may not file a formal complaint with the PSC without first trying the informal process.","issues":["billing_error","disconnection","poor_service"],"source":"https://psc.utah.gov/complaint-process/","last_verified":"2026-10-13"},{"kind":"process","claim":"The Oregon PUC says customers should first try to resolve a complaint with the utility, then contact PUC Consumer Services.","issues":["billing_error","disconnection","poor_service"],"source":"https://www.oregon.gov/puc/pages/consumer-information-center.aspx","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Ask for a payment arrangement and submit a medical certificate if it applies; Oregon pauses shutoffs in heat, cold, smoke and wildfire evacuations, and Washington gives a 5-business-day medical grace period.","evidence":["disconnection notice","account balance","medical certificate","income information"],"steps":[{"do":"Call before the disconnection date and ask for a payment arrangement, or set one up online.","channel":"customer-service-phone"},{"do":"If someone in the home has a medical condition, have a qualified medical professional complete the Medical Certificate and send it in.","channel":"pacific-power-medical-certificate"},{"do":"Apply for your state's bill assistance programs.","channel":"pacific-power-assistance"},{"do":"If the company will not agree, contact the state commission before the disconnection date."}],"facts":[{"kind":"policy","claim":"Pacific Power (Oregon) does not disconnect for nonpayment starting 24 hours before a forecast low at or below 32 F (November-April) or a winter storm warning that threatens life or property; from May to October when the forecast low is at or below 32 F and the high at or below 60 F; starting 24 hours before a local Heat Advisory, Heat Watch or Heat Warning; and when the Air Quality Index is at or above 100. Protections extend 48 hours after these events.","issues":["disconnection"],"source":"https://www.pacificpower.net/my-account/payments/bill-payment-assistance/oregon-customer-protections.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pacific Power (Oregon) does not disconnect customers in an area under a level 2 or level 3 wildfire evacuation notice or order; residential protection lasts two days after the order is lifted.","issues":["disconnection"],"source":"https://www.pacificpower.net/my-account/payments/bill-payment-assistance/oregon-customer-protections.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"In Oregon, Pacific Power disconnects for nonpayment between 8 a.m. and 2 p.m. Residential customers disconnected in the 7 days before a weather event are reconnected if they ask within 7 calendar days after it ends; income-qualified and medical certificate customers pay no reconnection fee or balance for these reconnections.","issues":["disconnection"],"source":"https://www.pacificpower.net/my-account/payments/bill-payment-assistance/oregon-customer-protections.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pacific Power (Oregon) income-qualified customers (Low-Income Discount, LIHEAP or OEAP recipients, or self-attested household income of 60% or less of State Median Income) pay no late fees and no deposit, and with medical certificate customers may reconnect for less than the past-due balance on a six-month payment plan.","issues":["disconnection","payment_assistance"],"source":"https://www.pacificpower.net/my-account/payments/bill-payment-assistance/oregon-customer-protections.html","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Oregon PUC says electric utilities must give 15-day and 5-day notices before disconnection and may not disconnect for nonpayment on a weekend or holiday or the day before one.","issues":["disconnection"],"source":"https://www.oregon.gov/puc/pages/consumer-information-center.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Washington (WAC 480-100-128, applies to Pacific Power's Washington service): for a medical emergency the utility must postpone disconnection for five business days; the customer must give a medical certificate, pay at least ten percent of the delinquent balance and agree to pay the rest within 120 days. A certificate lasts no longer than sixty days unless renewed.","issues":["disconnection"],"source":"https://app.leg.wa.gov/WAC/default.aspx?cite=480-100-128","last_verified":"2026-10-13"},{"kind":"policy","claim":"PacifiCorp says Medical Certificate enrollment does not guarantee against disconnection for nonpayment, and certificates must be renewed under each state's requirements. Certificates are completed by a qualified medical professional such as an MD, DO, PA or NP.","issues":["disconnection"],"source":"https://www.rockymountainpower.net/my-account/payments/bill-payment-assistance/medical-certificate.html","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Each state has its own programs; Oregon has a Low-Income Discount, Washington LIBA, California CARE (25% off), Utah HELP bill credits via HEAT agencies.","evidence":["current bill","household income","state of service"],"steps":[{"do":"Pacific Power (OR, WA, CA): pick your state's program on the assistance page, or call 1-888-221-7070.","channel":"pacific-power-assistance"},{"do":"Rocky Mountain Power (UT, WY, ID): apply for HEAT/HELP (Utah), LIEAP (Wyoming) or LIHEAP (Idaho) through the agencies on the assistance page.","channel":"rmp-assistance"},{"do":"Ask for a payment arrangement for the past-due balance.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"Pacific Power's California CARE program gives income-qualifying residential customers a 25% discount on monthly bills.","issues":["payment_assistance"],"source":"https://www.pacificpower.net/assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"Rocky Mountain Power's Utah Home Electric Lifeline Program (HELP) gives a monthly bill credit to customers whose income meets HEAT Program guidelines; apply through the local HEAT agency (jobs.utah.gov/heat).","issues":["payment_assistance"],"source":"https://www.rockymountainpower.net/my-account/payments/bill-payment-assistance.html","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Wyoming's LIEAP utility bill assistance season closes on April 30, according to Rocky Mountain Power's assistance page.","issues":["payment_assistance"],"source":"https://www.rockymountainpower.net/my-account/payments/bill-payment-assistance.html","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report the outage by phone or text; PacifiCorp generally does not pay outage or food spoilage claims.","evidence":["outage start and end times","service address"],"steps":[{"do":"Report the outage at 1-877-508-5088, or text OUT to 722797 (Pacific Power) or 759677 (Rocky Mountain Power).","channel":"outage-phone"}],"facts":[{"kind":"policy","claim":"PacifiCorp's claims pages say it generally does not pay claims for power outages or food spoilage, or for damage from weather (lightning, floods, extreme heat or winds), emergency de-energization or a Public Safety Power Shutoff, animals or third-party vehicle accidents.","issues":["service_outage","property_damage_claim"],"source":"https://www.rockymountainpower.net/working-with-us/claims.html","last_verified":"2026-10-13"}]},{"issue":"property_damage_claim","summary":"Request a Statement of Damage form by phone or email, send repair estimates and receipts; PacifiCorp aims to resolve claims within 30 days of a complete file. Wildfire losses from fires in litigation go through the courts and settlements, not this form.","evidence":["date and time of the incident","detailed repair estimates","original receipts (send copies)","photos","a technician's statement for unrepairable items"],"steps":[{"do":"Call 1-888-221-7070 or email the brand's customer service address to get the Statement of Damage form.","channel":"pacific-power-claims-email","note":"Rocky Mountain Power customers use the RMP claims email."},{"do":"Fill in each section, attach repair estimates, copies of receipts and photos. Keep the damaged items until the claim ends."},{"do":"Consider also filing with your own insurer; PacifiCorp says the insurer will likely seek reimbursement from the company."},{"do":"If the claim is denied and you disagree, ask for the reason in writing and contact the state commission."}],"facts":[{"kind":"process","claim":"PacifiCorp aims to resolve claims within 30 days from receiving the claim and all supporting documents. The claims pages state no filing deadline.","issues":["property_damage_claim"],"source":"https://www.pacificpower.net/working-with-us/claims.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"PacifiCorp may cover losses from events it could have foreseen or prevented, such as an improper disconnection or damage to a driveway or fence caused by a company vehicle.","issues":["property_damage_claim"],"source":"https://www.rockymountainpower.net/working-with-us/claims.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"PacifiCorp's wildfire litigation page says it has settled nearly 4,500 wildfire claims for a total of $2.2 billion, covering 2020 Labor Day fires (including Beachie Creek/Santiam Canyon, Echo Mountain Complex, South Obenchain, 242 and Archie Creek), the Slater fire and the 2022 McKinney fire. The page describes no claims intake process; it reports the Oregon Court of Appeals reversed and remanded the James class action on April 8, 2026, and lists an Oregon Supreme Court order allowing review.","issues":["property_damage_claim"],"source":"https://www.pacificorp.com/about/information-wildfire/information-wildfire-litigation.html","last_verified":"2026-10-13"}]}],"known_blockers":["csapps.pacificpower.net and csapps.rockymountainpower.net pages (contact us, payment arrangements, outage report, medical web form) render only with JavaScript; www pages redirect there.","Payment arrangements and account details need a sign-in.","Claims start with a form that must be requested by phone or email; there is no online claim form.","Medical certificates must be completed by a qualified medical professional.","Utah, Wyoming, Idaho and California tariff rules for disconnection were not readable by automated fetch; only Oregon and Washington protections are recorded here."],"official_domains":["pacificorp.com","pacificpower.net","rockymountainpower.net"],"security":{"never_asks":[{"kind":"policy","claim":"Rocky Mountain Power and Pacific Power will not contact a customer demanding immediate payment to avoid same-day disconnection.","source":"https://www.rockymountainpower.net/my-account/scams.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Rocky Mountain Power and Pacific Power do not ask customers to make payments by purchasing a prepaid card.","source":"https://www.pacificpower.net/scam","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pacific Power will not demand immediate payment for damaged or broken electrical equipment or any other service.","source":"https://www.pacificpower.net/scam","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers threaten that service will be interrupted within 30-60 minutes and demand payment with prepaid cards such as Green Dot or MoneyPak.","source":"https://www.rockymountainpower.net/my-account/scams.html","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers spoof caller ID so the call appears to come from the utility, and also contact customers by text, social media, email or in person.","source":"https://www.pacificpower.net/scam","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers demand immediate payment for supposedly damaged or broken electrical equipment. Real employees carry an ID badge with name, photo, company logo and a verification number.","source":"https://www.rockymountainpower.net/my-account/scams.html","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-rmp","type":"phone","label":"Verify a caller or report a scam (Rocky Mountain Power)","value":"+1-888-221-7070","notes":"The page also says to report to local police and the FTC (877-FTC-HELP).","source":"https://www.rockymountainpower.net/my-account/scams.html","last_verified":"2026-10-13"},{"id":"report-scam-pacific-power","type":"phone","label":"Verify a caller or report a scam (Pacific Power)","value":"+1-888-221-7070","source":"https://www.pacificpower.net/scam","last_verified":"2026-10-13"}]}},{"id":"peco","name":"PECO Energy Company","aliases":["PECO","PECO Energy"],"sector":"utility","parent":"Exelon Corporation","website":"https://www.peco.com","notes":"Electric and natural gas utility in southeastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), which requires customers to contact the utility first. peco.com HTML pages return empty to automated fetches; values below come from the PECO Customer Handbook PDF, peco.com search results and PA PUC pages. Termination rules are from the PA PUC.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Report an outage or a gas or electric emergency (leave the area first)","value":"+1-800-841-4141","hours":"24/7","purposes":["service_outage"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Report a gas-only emergency","value":"+1-844-841-4151","hours":"24/7","source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://secure.peco.com/Outages/ReportAnOutage/pages/ReportAnOutage.aspx","purposes":["service_outage"],"source":"https://www.puc.pa.gov/electricity/electric-companies-suppliers/","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"assistance-phone","type":"phone","label":"Customer Assistance Programs (CAP-PIPP, CARES)","value":"+1-800-774-7040","hours":"Representatives 7 a.m.-7 p.m.","purposes":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CAP-PIPP, LIHEAP, MEAF, payment arrangements)","value":"https://www.peco.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.peco.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form","note":"Tell PECO in writing or by phone that the matter is not resolved; it then becomes a dispute and PECO must respond within 30 days."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Pennsylvania Public Utility Commission (PUC), Bureau of Consumer Services. The PUC says customers must contact the utility before filing; an informal complaint is recommended for payment arrangements and billing errors."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Pennsylvania Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with PECO first; if unresolved, file an informal complaint with the PA PUC and keep paying current bills.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call PECO, question the charge and ask for an investigation. Get a reference number.","channel":"customer-service-phone"},{"do":"If you disagree with PECO's answer, tell PECO in writing or by phone that it is not resolved. PECO must respond to the dispute within 30 days.","channel":"complaint-form"},{"do":"Keep paying bills you do not dispute."},{"do":"Within 10 days of PECO's report, file an informal complaint with the PA PUC Bureau of Consumer Services to keep service on during the appeal."}],"facts":[{"kind":"deadline","claim":"After the customer says the matter is not resolved, the utility must respond to the dispute within 30 days. To keep service on while appealing, file an informal complaint with the PUC within 10 days of the utility's report, and a formal complaint within 20 days of the Bureau of Consumer Services' report.","issues":["billing_error","disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"The utility may not shut off service for non-payment of the bill in question while the customer waits for a response to the inquiry or dispute, but undisputed bills must still be paid.","issues":["billing_error","disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"process","claim":"Before filing any complaint with the PA PUC, customers should contact the utility first. The informal complaint process is best for residential payment arrangement requests and billing error investigations. Customers must still pay current bills while a complaint is under review.","issues":["billing_error","disconnection"],"source":"https://www.puc.pa.gov/documents/utility-files/444/26_Complaint_Process.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The PA PUC Bureau of Consumer Services cannot require a utility to pay damages for harm to the customer or their property.","issues":["billing_error","service_outage"],"source":"https://www.puc.pa.gov/documents/utility-files/444/26_Complaint_Process.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask PECO for a payment arrangement and CAP; submit a medical certificate if someone is seriously ill; low-income customers are protected from December 1 to March 31.","evidence":["10-day termination notice","account balance","proof of income","medical certificate"],"steps":[{"do":"Call PECO before the termination date and ask for a payment arrangement and whether you qualify for the Customer Assistance Program (CAP).","channel":"assistance-phone"},{"do":"If you have lost income suddenly, ask about the Matching Energy Assistance Fund (1-800-403-6806) and LIHEAP.","channel":"payment-assistance"},{"do":"If someone in the home is seriously ill, have a licensed physician, physician assistant or nurse practitioner fax or email a medical certificate to PECO."},{"do":"If you cannot agree on a payment arrangement, file an informal complaint with the PA PUC."}],"facts":[{"kind":"deadline","claim":"Before disconnection, the utility sends a 10-day notice and attempts contact at least three days before the disconnection date. A termination notice is valid for 60 days; termination can occur any time between day 11 and day 60.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PA winter moratorium protects consumers from termination between December 1 and March 31, but service can be terminated in winter without PUC approval if the customer's income is outside the utility's income guidelines.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"An accepted medical certificate postpones a shutoff for up to 30 days and can be renewed for 30-day periods. If current bills are not paid, the utility does not have to accept more than two renewals. A certificate can restore terminated service within 24 hours if the customer was terminated less than 30 days ago.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/1778/medical_certificate_guidance.docx","last_verified":"2026-10-12"},{"kind":"policy","claim":"The utility must offer one payment arrangement and may be required to offer another; the PUC may establish one. The PUC cannot set a payment arrangement on CAP arrears.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"From December 1 to March 31, the utility restores service within 24 hours after the customer pays and meets its conditions (seven days if digging is required). The rest of the year, restoration is within three to seven days.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages and downed lines to PECO by phone or online.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage or downed line by phone or online.","channel":"emergency-phone"}]},{"issue":"deposit_refund","summary":"PA utilities may require a deposit for poor or no credit history, termination, or missed payments; CAP-eligible customers may be exempt.","evidence":["deposit notice","payment history","CAP eligibility"],"steps":[{"do":"Ask PECO why the deposit is required and whether CAP income eligibility exempts you. After 12 consecutive on-time months, ask for the deposit back with interest.","channel":"customer-service-phone"},{"do":"If you disagree, file an informal complaint with the PA PUC."}],"facts":[{"kind":"policy","claim":"A PA utility may require a deposit for bad or no credit history, termination for unpaid bills, or missing two consecutive payments or three in 12 months. The deposit could be an average of two monthly bills. A customer income-qualified for CAP may not be required to pay a deposit.","issues":["deposit_refund"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"compensation","claim":"Under CAP-PIPP, eligible customers (at or below 150% of the Federal Poverty Level) pay a percentage of household income as a fixed monthly PECO bill; first-time enrollees may have the total past-due balance forgiven.","issues":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"A utility may hold a deposit until a timely payment history is established, meaning 12 consecutive months paid in full and on time. The deposit earns interest. A cash deposit cannot be greater than two months of estimated usage.","issues":["deposit_refund"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers can name a third party (neighbor, friend or family member) to receive copies of late payment and termination notices. The third party is not responsible for the bill.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}],"known_blockers":["peco.com HTML pages return empty to automated fetches; use the phone lines or the online contact form.","Medical certificates must be signed by a licensed physician, physician assistant or nurse practitioner with their license number."],"official_domains":["peco.com"],"security":{"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]}},{"id":"pepco","name":"Potomac Electric Power Company","aliases":["Pepco","PEPCO"],"sector":"utility","parent":"Exelon Corporation","website":"https://www.pepco.com","notes":"Electric distribution utility for Washington, D.C. and suburban Maryland (Montgomery and Prince George's counties). Regulated by the Public Service Commission of the District of Columbia (DC PSC) and the Maryland Public Service Commission (MD PSC); the Office of the People's Counsel in each jurisdiction represents residential ratepayers. pepco.com HTML pages return no text to automated fetches; values below come from Pepco's \"At Your Service\" customer handbooks: the DC edition 2024-2025 and the Maryland edition 2023-2024. Rules differ between DC and Maryland, so each fact names its jurisdiction. Delmarva Power and Atlantic City Electric are separate Exelon utilities with their own websites and phone numbers; they are not covered here.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing disputes and payment plans (DC and Maryland; 200 languages)","value":"+1-202-833-7500","hours":"Mon-Fri 7 a.m.-8 p.m.","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"customer-service-tollfree","type":"phone","label":"Customer service (toll-free)","value":"+1-800-424-8028","hours":"Mon-Fri 7 a.m.-8 p.m.","purposes":["billing_error","disconnection","payment_assistance","poor_service"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Report outages and downed wires (877-PEPCO-62)","value":"+1-877-737-2662","hours":"24/7","purposes":["service_outage"],"notes":"To get automatic call-backs, register the service-address phone number by calling 202-835-1007 and saying \"update phone number\" (Maryland handbook).","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"outage-text","type":"sms","label":"Text OUT to report an outage, STAT for restoration updates","value":"48710","purposes":["service_outage"],"notes":"First text ADD OUTAGE to 48710 to sign up.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Online question form","value":"https://www.pepco.com/ContactForm","purposes":["billing_error","poor_service"],"notes":"Printed in the handbook as pepco.com/ContactForm.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"correspondence-mail","type":"mail","label":"Customer Correspondence (written complaints)","value":"Pepco, Customer Correspondence, 7th Floor, 701 Ninth Street, N.W., Washington, D.C. 20068-0001","purposes":["billing_error","disconnection","poor_service"],"notes":"Include the account number, service address, email address and daytime and home phone numbers.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"dc-customer-care-center","type":"in_person","label":"Customer Care Center, Washington, D.C.","value":"701 Ninth Street, N.W., Washington, D.C.","hours":"Mon-Fri 8:30 a.m.-5:15 p.m.","notes":"A second DC center is at 2300 Martin Luther King, Jr., Ave., S.E. (Mon-Fri 9 a.m.-5 p.m.).","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"md-customer-care-center","type":"in_person","label":"Customer Care Center, Rockville, Maryland","value":"201 West Gude Drive, Rockville, MD","hours":"Mon-Fri 10 a.m.-2 p.m.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"medical-program-form","type":"web_form","label":"Emergency Medical Equipment Notification Program form (postpones disconnection with a medical certification)","value":"https://www.pepco.com/EMENP","purposes":["disconnection"],"notes":"Printed in the handbooks as pepco.com/EMENP. The form is also available by calling 202-833-7500.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"dc-amp-phone","type":"phone","label":"DC Arrearage Management Program enrollment","value":"+1-202-496-5830","purposes":["payment_assistance","disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"dc-amp-email","type":"email","label":"DC Arrearage Management Program enrollment (email)","value":"EnergyAssistanceMailbox@pepco.com","purposes":["payment_assistance"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Pay by phone (credit card, debit card or electronic funds transfer; convenience fees may apply)","value":"+1-833-260-2451","notes":"Listed in the DC handbook. The Maryland handbook says to pay by phone through 202-833-7500.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"Pepco does not publish a separate escalation line. Ask for a supervisor and a reference number."},{"rung":"written_complaint","channel":"correspondence-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"DC: Public Service Commission of the District of Columbia, 1325 G Street N.W., Suite 800, 202-626-5120; Pepco's DC handbook says to include a summary of your efforts to resolve the dispute with the utility. Maryland: Maryland Public Service Commission, Consumer Affairs Division, 410-767-8028 or 800-492-0474 option 2; appeal within 7 days of Pepco's dispute decision; the PSC may dismiss a complaint if the customer did not negotiate with Pepco in good faith. People's Counsel: DC 202-727-3071, Maryland 800-207-4055."},{"rung":"state_agency","agency_kind":"attorney_general","note":"District of Columbia Office of the Attorney General, or Maryland Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Call Pepco for a bill review and pay the undisputed part; ask for a free meter test; in Maryland appeal to the PSC within 7 days of Pepco's decision.","evidence":["the disputed bill","earlier bills","meter readings or My Account interval data","call notes with reference numbers"],"steps":[{"do":"Call Pepco and ask for a review of the bill. Pay the undisputed portion so service continues.","channel":"customer-service-phone"},{"do":"Ask for a meter accuracy test. In DC it is free once every 12 months, and you may ask for a test refereed by the Commission.","channel":"customer-service-phone"},{"do":"If not resolved, write to Customer Correspondence with your account number and the correction you want.","channel":"correspondence-mail"},{"do":"Maryland: within 7 days of Pepco's decision, appeal to the MD PSC Consumer Affairs Division. DC: file a complaint with the DC PSC."}],"facts":[{"kind":"policy","claim":"DC and Maryland: during a bill dispute you must pay the undisputed portion of the bill for service to continue. If Pepco's review finds the bill accurate, the full balance is due.","issues":["billing_error","disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"fee","claim":"DC: customers may request a meter accuracy test at no charge every 12 months, as well as a meter test refereed by the Commission.","issues":["billing_error"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Maryland: within seven (7) days of receiving notice of Pepco's decision on a dispute, the customer may appeal to the Maryland PSC by letter, website or phone. The PSC may dismiss the complaint if the customer did not negotiate with Pepco in good faith.","issues":["billing_error","disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Call Pepco for a payment plan before the shutoff date; use the medical certification program; weather rules block shutoffs on very cold or hot days.","evidence":["disconnection notice","account number","medical provider certification if it applies","proof of payment or of a formal dispute"],"steps":[{"do":"Call Pepco before the shutoff date and ask for a payment installment plan or other plan.","channel":"customer-service-phone"},{"do":"If someone has a serious illness or relies on life-support equipment, get the medical certification form and have the medical provider return it.","channel":"medical-program-form"},{"do":"Ask about energy assistance (DC RAD and the Arrearage Management Program; Maryland MEAP, EUSP and USPP).","channel":"customer-service-phone"},{"do":"If Pepco will not agree to an arrangement, contact the DC PSC or the Maryland PSC before the shutoff date."}],"facts":[{"kind":"deadline","claim":"DC: for nonpayment, Pepco sends a final notice of disconnection at least 15 days before the scheduled disconnection date in most cases.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"DC: disconnection is postponed in winter when the temperature or wind chill is forecast to be 32 degrees F or below during the next 24 hours, or during a holiday or weekend; in summer it is suspended on days when the forecast temperature or heat index exceeds 95 degrees F for a 24-hour period.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"DC: termination may be postponed for 21 days with a medical provider's certification that an occupant has a serious illness or relies on life-support equipment and that termination would be detrimental to their health and safety.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Maryland (2023-2024 handbook): Pepco may terminate service for non-payment after 14 days' written notice. The notice is sent separately from the bill.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland: from November 1 through March 31, winter termination procedures apply; Pepco attempts to contact customers in arrears by phone or visit, and can terminate only after filing an affidavit with the PSC if the customer does not enter a payment agreement.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland: Pepco will not terminate for nonpayment when the forecast temperature at 6 a.m. is 32 degrees F or below during an extreme weather period, or (residential, summer) when it is 95 degrees F or above during an extreme weather period.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland: termination may be postponed for 30 days with a medical provider's certification that an occupant has a serious illness or relies on life-support equipment.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland (the DC handbook lists the same three cases for residential customers): service will not be terminated if the customer shows reasonable evidence that the bill was paid, if the bill is the subject of a formal dispute, or if payment is made to the Pepco service person who comes to terminate.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"fee","claim":"Maryland (the DC handbook states the same fee and timing): service terminated for nonpayment is restored on payment of the minimum due, a $35 reconnection fee and any deposit; it is normally reconnected within 24 hours once all requirements are met.","issues":["disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Ask Pepco for budget billing, an extended due date or a payment installment plan; DC customers can use RAD and the Arrearage Management Program; Maryland customers can apply for MEAP, EUSP and USPP.","evidence":["current bill","household income documents","DOEE certification for DC programs"],"steps":[{"do":"Call Pepco and ask which payment plan fits (Budget Billing, Extended Due Date, Payment Installment Plan; in Maryland also One-Time Payment Delay).","channel":"customer-service-phone"},{"do":"DC: apply for LIHEAP and the Residential Aid Discount through DOEE (call 3-1-1), then enroll in the Arrearage Management Program.","channel":"dc-amp-phone"},{"do":"Maryland: apply for MEAP, EUSP and USPP through your local energy assistance office or the Office of Home Energy Programs, 1-800-332-6347."}],"facts":[{"kind":"policy","claim":"DC: the Arrearage Management Program is available to customers who qualify for the Residential Aid Discount and have at least $300 in arrearages. Enroll at 202-496-5830 or EnergyAssistanceMailbox@pepco.com.","issues":["payment_assistance"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"DC: to be eligible for the Residential Aid Discount (RAD), customers must be certified by DOEE (call 3-1-1 or visit doee.dc.gov/UDP).","issues":["payment_assistance"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland: Pepco offers Budget Billing, Extended Due Date, a Payment Installment Plan (current bill plus a portion of the unpaid balance) and a One-Time Payment Delay that lets eligible customers delay paying their current bill for 30 days.","issues":["payment_assistance"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland: MEAP-eligible customers may also qualify for the Utility Service Protection Plan (USPP), which helps customers avoid termination from November through March.","issues":["payment_assistance","disconnection"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report outages online, in the app, by text or by phone at any time.","evidence":["service address or account number","outage start time"],"steps":[{"do":"Call 877-PEPCO-62 and ask for a call-back, or report online at pepco.com under Outages.","channel":"outage-phone"},{"do":"Or text OUT to 48710 (after signing up with ADD OUTAGE).","channel":"outage-text"}]}],"facts":[{"kind":"limit","claim":"DC: a residential deposit, if required, is two months of the estimated average annual bill or $100, whichever is less. The deposit and interest are refunded or credited after 12 consecutive months of paying all proper charges.","issues":["deposit_refund"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"},{"kind":"limit","claim":"Maryland: a deposit, if required, is two months of the estimated average annual bill; it is assessed on the first bill, and the customer may ask to pay it over the first three months. Customers over 60 may be exempt on new service.","issues":["deposit_refund"],"source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt1fd79e9d210eba91/65a84264b6e834000a071f5e/AYS_Pepco-MD_Customer_Handbook_1.24-ADA.pdf","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Pepco employees must carry a photo-identification card. Ask to see it, and call 202-833-7500 if you doubt that someone represents Pepco.","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"}],"known_blockers":["pepco.com HTML pages return no text to automated fetches; the handbook PDFs on azure-na-assets.contentstack.com are readable.","The Maryland handbook used here is the 2023-2024 edition. Check the current edition or the Maryland PSC for rule changes.","No Pepco scam-warning page or damage-claim channel could be read; ask customer service for the claim process."],"official_domains":["pepco.com"],"security":{"report_phishing":[{"id":"verify-representative-phone","type":"phone","label":"Verify someone who claims to represent Pepco","value":"+1-202-833-7500","source":"https://azure-na-assets.contentstack.com/v3/assets/bltbb7c204688a1a6a8/blt6b4515e85411093d/676420cc206a960ef6ae4d1d/AYS_Pepco-DC_Guide_10.24-ADA.pdf","last_verified":"2026-10-13"}]}},{"id":"pge","name":"Pacific Gas and Electric Company","aliases":["PG&E","PGE","Pacific Gas & Electric"],"sector":"utility","parent":"PG&E Corporation","website":"https://www.pge.com","account_url":"https://myaccount.pge.com/myaccount/s/login","notes":"Electric and gas utility for northern and central California. Regulated by the California Public Utilities Commission (CPUC); billing complaints that PG&E does not resolve go to the CPUC Consumer Affairs Branch. PG&E publishes two general customer service numbers: 1-877-660-6789 (contact page, billing pages) and 1-800-743-5000 (claims page, help center). Residential nonpayment rules in Electric Rule 11 were revised effective December 17, 2025.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Residential customer service (Spanish)","value":"+1-800-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-alt-phone","type":"phone","label":"PG&E customer service (number used on the claims page and help center; also for downed powerlines after 911)","value":"+1-800-743-5000","purposes":["billing_error","poor_service"],"notes":"The claims page says billing and solar issues are not handled as claims and directs them to this number.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-468-4743","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"24-hour Power Outage Information Line (1-800-PGE-5002)","value":"+1-800-743-5002","hours":"24/7","purposes":["service_outage"],"source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak or downed powerline (call 911 first, then PG&E)","value":"+1-877-660-6789","hours":"24/7","notes":"The emergency page says: if you smell gas, leave the area and call 911; for downed powerlines, stay away and call 911. Then call PG&E. The page lists 1-877-660-6789 (24-hour Customer Service Line) and 1-800-743-5000.","source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"View or report an outage online","value":"https://www.pge.com/outages","purposes":["service_outage"],"access":"open","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (property damage, food spoilage, business loss, injury)","value":"https://claims.ss.pge.com/","purposes":["service_outage"],"access":"open","notes":"Do not file both an online and a paper claim. Email supporting documents to ClaimDocs@pge.com with the claim number in the subject line.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Law Claims Department (paper or emailed claim form 62-1444)","value":"lawclaims@pge.com","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Law Claims Department by mail","value":"Pacific Gas and Electric Company, Attn: Law Claims Department, 300 Lakeside Drive, Oakland, CA 94612","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims phone","value":"+1-415-973-4548","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment plan or due date extension (My Account > Payment Arrangements)","value":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","purposes":["disconnection"],"access":"login","notes":"Also by phone at 1-877-660-6789. Online setup is not available with an active payment plan, recurring payment plan, AMP or Budget Billing.","source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Financial assistance programs (CARE, FERA, REACH, LIHEAP, AMP, Match My Payment)","value":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","purposes":["disconnection"],"access":"open","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Program online application","value":"https://www.pge.com/mblapp","purposes":["disconnection"],"access":"open","notes":"Paper form: Part A by the customer, Part B by the medical practitioner; mail to PG&E Billing Center Medical Baseline, P.O. Box 8329, Stockton, CA 95208, or email MBLApplications@pge.com within 90 days of the practitioner's signature.","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Ask PG&E to investigate the bill within five days so service stays on; ask for a meter test if usage looks wrong; take an unresolved dispute to the CPUC.","evidence":["the disputed bill","previous bills for comparison","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call PG&E, say you dispute the bill and ask for a bill investigation. Do this within five days of receiving the bill to keep the disconnection hold. Keep paying bills that are not in dispute.","channel":"customer-service-phone"},{"do":"If the bill is based on an estimated read or usage looks too high, ask PG&E to test the meter (five working days' notice).","channel":"customer-service-phone"},{"do":"If PG&E says the bill is correct and you disagree, file a complaint with the CPUC Consumer Affairs Branch. You may deposit the disputed amount with the CPUC instead of paying PG&E; a residential customer who cannot pay the full amount does not have to deposit it."}],"facts":[{"kind":"policy","claim":"PG&E will not terminate residential service when the customer has started a complaint or asked for an investigation within five days of receiving a disputed bill, until the customer has had a review by PG&E or the CPUC. The customer must keep paying undisputed bills.","issues":["billing_error","disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"In place of paying a disputed bill, the customer may deposit the amount PG&E claims with the California Public Utilities Commission, with the bill and a statement of the basis for the dispute. A residential customer unable to pay the full disputed amount is not required to deposit it during Commission review.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_10.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"A customer may require PG&E to test the electric meter on not less than five working days' notice. There is no charge, except a deposit of $1.00 to $5.00 per meter when a customer whose average monthly bill is under $150 asks within six months of installation or more often than once every six months; the deposit is returned if the meter is more than two percent fast or slow.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If a residential meter registers more than two percent fast, PG&E refunds the overcharge for up to three years (or only the months of the error if shorter). If it is more than 25 percent slow, PG&E may back-bill up to three months.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Estimated bills are treated as a \"billing error\" under Rule 17.1 unless the estimate was caused by access problems, the customer, or a natural or man-made disaster.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for the 24-month payment plan and enroll in assistance programs; PG&E cannot disconnect in forecast extreme heat or cold, on weekends or holidays, or while a LIHEAP pledge is pending.","evidence":["15-day or 48-hour notice","account balance","Medical Baseline or LIHEAP documents"],"steps":[{"do":"Call PG&E before the date on the notice. Say you cannot pay and ask for a 24-month payment arrangement, or set up a plan or extension online.","channel":"payment-arrangement"},{"do":"Ask PG&E to enroll you in every benefit program you qualify for (CARE, FERA, AMP) and apply for REACH or LIHEAP help.","channel":"payment-assistance"},{"do":"If someone in the home has a qualifying medical condition or device, apply for Medical Baseline.","channel":"medical-baseline"},{"do":"If you and PG&E cannot agree on payment arrangements, write to the CPUC Consumer Affairs Branch before the shutoff date."}],"facts":[{"kind":"deadline","claim":"A residential bill is past due if not paid within 19 days after it is mailed. PG&E then mails a 15-day notice, then a 48-hour notice, and makes a reasonable attempt to contact an adult by phone or in person at least 24 hours before shutoff.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_8.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E must offer a 24-month payment arrangement to a residential customer who says they cannot pay, and will not disconnect a customer who is current on the 24-month plan and on monthly bills.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Residential service is not disconnected when PG&E forecasts temperatures above 100 degrees or below 32 degrees in a 72-hour look-ahead period, or on Saturdays, Sundays, legal holidays or when PG&E offices are closed.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E does not disconnect a customer with a pending LIHEAP pledge, and must first offer to enroll eligible customers in all applicable PG&E benefit programs.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E must visit Medical Baseline, Life Support or self-certified seriously ill customers in person within the 48 hours before, or at the time of, disconnection, and offer pay-by-phone or a 48-hour courtesy extension.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Residential customers disconnected for the first time on or after December 17, 2025 have service restored when they agree to a payment plan for the balance. Restoration is within 24 hours of payment for remote reconnections or one business day for field reconnections.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"REACH gives up to $800 toward a past-due bill after a disconnection notice; LIHEAP up to $1,000; the Arrearage Management Plan forgives up to $8,000 of debt for customers enrolled in CARE or FERA.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; PG&E pays an automatic Safety Net payment after 48+ hours in a severe storm, and otherwise pays claims only where it was at fault.","evidence":["outage dates and times","itemized list of spoiled food with costs","receipts","photos","repair invoices"],"steps":[{"do":"Report the outage online or by phone and note the outage times.","channel":"outage-report-online"},{"do":"For a loss you believe PG&E caused, file one claim per incident online, with itemized receipts and photos. Do not also file a paper claim.","channel":"claims-form"},{"do":"For a storm outage of 48 or more hours, do not file a claim; the Safety Net payment is automatic."}],"facts":[{"kind":"compensation","claim":"Residential customers without power for 48 consecutive hours or more because of severe storm conditions may get an automatic Safety Net payment of $25-100, paid about 60 days after the storm outage. Do not submit a claim form for it.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E evaluates claims based on negligence and says it is not responsible for outages, food loss or damage from forces outside its control, including weather and grid-operator curtailments.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Food spoilage claims are paid only if submitted and resolved within one year of the incident. Tangible property damage claims have a three-year limit; personal injury and business interruption claims two years.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"PG&E's goal is to decide a claim within 30 days of receipt; complex claims or requests for more information can take longer.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"PG&E may not charge residential credit deposits for new service; nonresidential deposits are refunded at closing or after 12 months of good payment.","evidence":["deposit receipt","final bill","account closure date"],"steps":[{"do":"Ask PG&E to refund the deposit, or the part above unpaid bills, after service ends or after 12 months of on-time payment.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Under CPUC Decision 20-06-003, PG&E is prohibited from requiring residential customers to pay establishment-of-credit deposits for new service.","issues":["deposit_refund"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_7.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When service ends, PG&E refunds the deposit or the part above unpaid bills. PG&E reviews accounts after 12 months and refunds the deposit if the customer had no more than two past-due bills and no disconnection for nonpayment in that period. Interest is paid at the 3-month prime commercial paper rate.","issues":["deposit_refund"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_7.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"A payment plan splits an existing balance into monthly payments and cannot be changed once set up; a due date extension moves the due date up to 30 days. Both can be set up online or at 1-877-660-6789.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline eligibility is based on a qualifying medical condition or device, not income. It gives about 500 kWh of electricity and/or 25 therms of gas per month at the lowest price and extra alerts before a Public Safety Power Shutoff.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline customers with non-permanent conditions must recertify every two years with a medical practitioner's signature; permanent conditions self-certify every four years.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers who do not qualify for Medical Baseline but whose health or safety would be at risk can set Self-Identified Vulnerable status in My Account. It gives extra notice before a nonpayment shutoff and lasts one year.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/vulnerable-customer-status.html","last_verified":"2026-10-12"}],"known_blockers":["help.pge.com articles render only with JavaScript.","Online payment arrangements, Self-Identified Vulnerable status and outage claims tracking need a My Account sign-in.","The Medical Baseline application needs a medical practitioner to complete Part B."],"official_domains":["pge.com"],"security":{"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]}},{"id":"portland-general-electric","name":"Portland General Electric","aliases":["Portland General","Portland General Electric Company"],"sector":"utility","website":"https://portlandgeneral.com","account_url":"https://portlandgeneral.com/secure/account/summary","notes":"Electric utility for the Portland and Salem areas of Oregon. Not the same company as PG&E (Pacific Gas and Electric, California); PGE's fraud page warns that scam emails sometimes say \"PG&E\". Regulated by the Public Utility Commission of Oregon (Oregon PUC), Consumer Services: 503-378-6600 or 800-522-2404 (TTY 711), puc.consumer@puc.oregon.gov, complaint form https://puc.oregon.gov/complaint. The PUC says to try to resolve the problem with the utility first. PGE emails use the pgn.com domain (for example LiabilityClaims@pgn.com).","channels":[{"id":"customer-service-phone","type":"phone","label":"PGE Customer Service (payment arrangements, disconnect notices, billing)","value":"+1-503-228-6322","hours":"Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"Payment plans and extensions can be requested 24/7 through the automated phone system or by signing in.","source":"https://portlandgeneral.com/help/connect","last_verified":"2026-10-13"},{"id":"customer-service-tollfree","type":"phone","label":"PGE Customer Service toll-free (also the language line, 200+ languages)","value":"+1-800-542-8818","hours":"Mon-Fri 8 a.m.-6 p.m.","purposes":["billing_error","disconnection","payment_assistance","poor_service"],"source":"https://portlandgeneral.com/help/connect","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Outages, emergencies and power problems (24 hours)","value":"+1-503-464-7777","hours":"24/7","purposes":["service_outage"],"notes":"Toll-free 800-544-1795.","source":"https://portlandgeneral.com/help/connect","last_verified":"2026-10-13"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage online","value":"https://portlandgeneral.com/outages","purposes":["service_outage"],"source":"https://portlandgeneral.com/help/connect","last_verified":"2026-10-13"},{"id":"deaf-hoh-phone","type":"phone","label":"Deaf and hard of hearing phone line","value":"+1-800-735-2900","source":"https://portlandgeneral.com/help/connect","last_verified":"2026-10-13"},{"id":"payment-arrangement","type":"portal","label":"Need more time to pay (payment plan or extension)","value":"https://portlandgeneral.com/secure/need-more-time-to-pay","purposes":["disconnection","payment_assistance"],"access":"login","notes":"Also by phone at 503-228-6322, 24/7 through the automated system.","source":"https://portlandgeneral.com/help/resources","last_verified":"2026-10-13"},{"id":"iqbd-application","type":"portal","label":"Income-Qualified Bill Discount application (for your own account)","value":"https://portlandgeneral.com/secure/iqbd/form","purposes":["payment_assistance","disconnection"],"access":"login","notes":"A form to apply for someone else is at https://portlandgeneral.com/iqbd/form. Phone 503-228-6322, Mon-Fri 8 a.m.-6 p.m.","source":"https://portlandgeneral.com/income-qualified-bill-discount","last_verified":"2026-10-13"},{"id":"energy-assistance","type":"web_form","label":"Energy assistance programs and county agencies (LIHEAP, OEAP, Oregon Energy Fund)","value":"https://portlandgeneral.com/help/help-topics/energy-assistance-programs-residential","purposes":["payment_assistance"],"access":"open","source":"https://portlandgeneral.com/help/help-topics/energy-assistance-programs-residential","last_verified":"2026-10-13"},{"id":"medical-certificate-phone","type":"phone","label":"Medical Certificate program","value":"+1-503-612-3838","hours":"Mon-Fri 8 a.m.-5 p.m.","purposes":["disconnection"],"notes":"Application form (PDF, completed by a licensed physician, nurse practitioner or physician assistant): https://assets.ctfassets.net/416ywc1laqmd/7DHt6CfdsOWC3qdfd0gMIF/24c7f77959c5b9c00adc48793f7ed6d6/Medical_Certificate_Application.pdf","source":"https://portlandgeneral.com/outages-safety/be-prepared/powering-medical-equipment","last_verified":"2026-10-13"},{"id":"claims-online","type":"web_form","label":"Submit a damage claim online","value":"https://riskonnectpge.my.site.com/Intake/s/intake-incident","purposes":["property_damage_claim","service_outage"],"access":"open","notes":"Third-party claims intake site (Riskonnect) linked from PGE's Claims Center; the domain is not portlandgeneral.com.","source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"},{"id":"claims-email","type":"email","label":"PGE Liability Claims","value":"LiabilityClaims@pgn.com","purposes":["property_damage_claim"],"notes":"Fax 503-464-7055. Phone help: Customer Service 800-542-8818; the Claims Center lists Liability Claims at 503-228-6322.","source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"},{"id":"claims-mail","type":"mail","label":"PGE Liability Claims Department by mail","value":"Portland General Electric Liability Claims Department, 121 S.W. Salmon St., Portland, OR 97204","purposes":["property_damage_claim"],"source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"Ask for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"PGE does not publish a complaint address or form on its Connect with Us page; put the complaint in writing to the Oregon PUC if a supervisor does not resolve it."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utility Commission of Oregon, Consumer Services: 503-378-6600 or 800-522-2404, puc.consumer@puc.oregon.gov, https://puc.oregon.gov/complaint. The PUC says to first try to resolve the issue with the utility."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Oregon Department of Justice (Attorney General), consumer protection."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with PGE customer service and a supervisor, then file with the Oregon PUC.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with names and reference numbers"],"steps":[{"do":"Call PGE, explain which charge is wrong and what it should be. Get a reference number.","channel":"customer-service-phone"},{"do":"If the representative cannot fix it, ask for a supervisor.","channel":"customer-service-phone"},{"do":"If PGE does not resolve it, file a complaint with the Oregon PUC Consumer Services team."}],"facts":[{"kind":"process","claim":"The Oregon PUC says customers with a complaint about utility service should first try to resolve it with the utility, then contact PUC Consumer Services at 503-378-6600 or 800-522-2404, puc.consumer@puc.oregon.gov, or the online complaint form (Mon-Fri 8 a.m.-5 p.m.).","issues":["billing_error","poor_service","disconnection"],"source":"https://www.oregon.gov/puc/pages/consumer-information-center.aspx","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Oregon requires 15- and 5-day notices and pauses shutoffs in heat, cold, smoke and wildfire evacuations; ask PGE for a payment arrangement and enroll in the Income-Qualified Bill Discount or Medical Certificate program.","evidence":["disconnection notice","account balance","medical certificate","income information"],"steps":[{"do":"Before the disconnection date, request a payment plan or extension online or by phone (24/7).","channel":"payment-arrangement"},{"do":"Apply for the Income-Qualified Bill Discount and call your county agency for LIHEAP or OEAP.","channel":"iqbd-application"},{"do":"If someone in the home has a medical condition, have a licensed physician, nurse practitioner or physician assistant complete PGE's Medical Certificate application.","channel":"medical-certificate-phone"},{"do":"If you and PGE cannot agree, contact the Oregon PUC before the disconnection date."}],"facts":[{"kind":"deadline","claim":"The Oregon PUC says electric and natural gas utilities must give 15-day and 5-day notices before disconnection, and may not disconnect for nonpayment on a weekend or holiday or the day before one.","issues":["disconnection"],"source":"https://www.oregon.gov/puc/pages/consumer-information-center.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Oregon PUC says regulated utilities (other than phone companies) must offer time-payment arrangements, typically 12 months.","issues":["disconnection","payment_assistance"],"source":"https://www.oregon.gov/puc/pages/consumer-information-center.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"PGE says it will not disconnect residential service for nonpayment from 24 hours before to 48 hours after a heat advisory, extreme heat watch or extreme heat warning; when low temperatures are forecast at or below 32 degrees Fahrenheit or there is a winter storm advisory; during a level 2 or level 3 wildfire evacuation notice and for 48 hours after it ends; and when the Air Quality Index is 100 or above and for 48 hours after.","issues":["disconnection"],"source":"https://portlandgeneral.com/help/help-topics","last_verified":"2026-10-13"},{"kind":"policy","claim":"Residential customers disconnected for nonpayment in the 7 calendar days before a severe weather event, wildfire evacuation or poor air quality event can request reconnection at no upfront cost during the event and for 7 calendar days after it, according to PGE.","issues":["disconnection"],"source":"https://portlandgeneral.com/help/help-topics","last_verified":"2026-10-13"},{"kind":"policy","claim":"For Income-Qualified Bill Discount and Medical Certificate program participants, PGE charges no late fees and caps the amount needed to reconnect after a nonpayment disconnection at $200. IQBD customers get the first field visit fee waived each year.","issues":["disconnection","payment_assistance"],"source":"https://portlandgeneral.com/help/help-topics","last_verified":"2026-10-13"},{"kind":"policy","claim":"PGE's Medical Certificate program gives a specialized team for more flexible billing and payment arrangements, but PGE says it does not prevent disconnection if the customer does not pay or call to make arrangements.","issues":["disconnection"],"source":"https://portlandgeneral.com/outages-safety/be-prepared/powering-medical-equipment","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Oregon PUC's 2026 summer notice says regulated utilities including PGE must pause nonpayment disconnections when the Department of Environmental Quality issues an air-quality advisory or the AQI is forecast at 100 or higher, starting 24 hours before a forecast extreme heat warning, watch or heat advisory, and (best efforts) under a level 2 or 3 wildfire evacuation notice. Moratoriums generally remain for 48 hours after the event ends.","issues":["disconnection"],"source":"https://www.oregon.gov/puc/news-events/Documents/PR-202618.pdf","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Enroll in the Income-Qualified Bill Discount (15%-80% off for two years), ask about arrearage relief, and call your county agency for LIHEAP or OEAP.","evidence":["current bill","household size","gross income of household members 18 and older"],"steps":[{"do":"Apply for the Income-Qualified Bill Discount online or by phone.","channel":"iqbd-application"},{"do":"Call the agency in your county for LIHEAP, OEAP or Oregon Energy Fund help, or dial 211.","channel":"energy-assistance"},{"do":"Ask PGE for a payment arrangement or extension, or change your due date.","channel":"payment-arrangement"}],"facts":[{"kind":"compensation","claim":"PGE's Income-Qualified Bill Discount is between 15% and 80% a month, based on household size and combined annual income, and lasts two years from enrollment.","issues":["payment_assistance"],"source":"https://portlandgeneral.com/income-qualified-bill-discount","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Eligible Income-Qualified Bill Discount customers can receive up to $500 each year through PGE's Arrearage Relief Program to reduce or eliminate past-due balances.","issues":["payment_assistance","disconnection"],"source":"https://portlandgeneral.com/help/help-topics","last_verified":"2026-10-13"},{"kind":"limit","claim":"PGE's energy assistance page uses gross annual household income at or below 60% of State Median Income (as of Oct. 2025), for example $40,326 for one person and $77,550 for four. Funds are limited and qualifying does not guarantee assistance.","issues":["payment_assistance"],"source":"https://portlandgeneral.com/help/help-topics/energy-assistance-programs-residential","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report the outage online or on the 24-hour line; PGE pays outage losses only when it was negligent, not for weather.","evidence":["outage start and end times","service address","photos and receipts for losses"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"},{"do":"If you think PGE negligence caused a loss, file a claim.","channel":"claims-online"}],"facts":[{"kind":"policy","claim":"PGE says it compensates damages caused by its negligence, and is not responsible for damages caused by weather (wind, lightning, heat, snow, ice or flooding), animal contacts with its equipment, or equipment failure beyond its reasonable control.","issues":["service_outage","property_damage_claim"],"source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"}]},{"issue":"property_damage_claim","summary":"File online or by email with repair estimates and receipts; a PGE claim representative calls within two business days.","evidence":["photos","repair estimates or invoices","original purchase receipts","date and time of the incident"],"steps":[{"do":"Take reasonable steps to limit the loss and keep the damaged items and photos."},{"do":"Submit the claim online, or email, fax or mail it to Liability Claims.","channel":"claims-online"},{"do":"If PGE denies a claim you believe is valid, ask for the reason in writing and contact the Oregon PUC."}],"facts":[{"kind":"process","claim":"PGE sends an email acknowledgment the same day a claim is submitted, and a claim representative contacts the claimant within two business days.","issues":["property_damage_claim"],"source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"},{"kind":"compensation","claim":"PGE pays the reasonable cost to repair damaged items, or the actual cash value of an item that must be replaced. Food spoilage is evaluated under U.S. Department of Agriculture guidelines.","issues":["property_damage_claim","service_outage"],"source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"},{"kind":"deadline","claim":"PGE's Claims Center says requests for SNAP food replacement benefits (a separate state program) must be made within 10 days of the loss. PGE states no general deadline for its own claims.","issues":["property_damage_claim","service_outage"],"source":"https://portlandgeneral.com/help/help-topics/claims-center","last_verified":"2026-10-13"}]}],"known_blockers":["Payment arrangements, the Income-Qualified Bill Discount form for your own account and Medical Certificate temporary enrollment need a PGE account sign-in.","The online claim form is on a third-party site (riskonnectpge.my.site.com).","The Medical Certificate application must be completed by a licensed physician, nurse practitioner or physician assistant."],"official_domains":["portlandgeneral.com","pgn.com"],"security":{"never_asks":[{"kind":"policy","claim":"PGE says it will never ask customers to pay with a pre-paid card, Zelle or Venmo.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"},{"kind":"policy","claim":"PGE employees will not ask for immediate access to customers' homes.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"},{"kind":"policy","claim":"Texts from PGE never ask for payment or for personal information such as Social Security, bank or card numbers.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers say the customer owes money and threaten to turn off power that day, usually within an hour, then tell the customer to buy a prepaid card (Reloadit, Green Dot, Vanilla Reload) and call back with the number.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails look like PGE bills with fake account numbers, may say \"PG&E\" instead of \"PGE\", and link to sites that download malware.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"},{"kind":"policy","claim":"Texts pretending to be PGE ask for payment and give a callback number.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"},{"kind":"policy","claim":"A person posing as a PGE employee comes to the door and demands immediate cash, usually $50 to $100, for a late bill. Real employees carry a badge with name, photo, PGE logo and a verification number.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a scam to PGE (hang up, call, and say \"report a scam\")","value":"+1-503-228-6322","notes":"Also 800-542-8818. For door-to-door impostors, PGE says to call the police.","source":"https://portlandgeneral.com/help/help-topics/fraud-alert","last_verified":"2026-10-13"}]}},{"id":"ppl-electric","name":"PPL Electric Utilities","aliases":["PPL","PPL Electric"],"sector":"utility","parent":"PPL Corporation","website":"https://www.pplelectric.com","account_url":"https://selfserve.pplelectric.com/account-summary/","notes":"Electric distribution utility in central and eastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), Bureau of Consumer Services. pplelectric.com pages render only with JavaScript and return no text to automated fetches, so values below come from PPL's own blog (stories.pplelectric.com), PA PUC pages, and search-result summaries of pplelectric.com where noted. Customers who buy supply from a competitive supplier still call PPL for outages, delivery charges and shutoff questions.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (1-800-DIAL-PPL), also used to verify calls and report scams","value":"+1-800-342-5775","hours":"Mon-Fri 8 a.m.-5 p.m. for representatives (see notes)","purposes":["billing_error","bill_increase","disconnection","payment_assistance","service_outage","deposit_refund","poor_service"],"notes":"Hours come from PPL Care replies on stories.pplelectric.com and from a search-result summary of https://pplelectric.com/contact (a JavaScript page). That summary also says downed wires can be reported on this number 24/7 (say \"downed power line\"). For billing, say \"billing\" at the prompts; for OnTrack, say \"OnTrack\".","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"},{"id":"payment-arrangements-phone","type":"phone","label":"Payment arrangements line","value":"+1-800-358-6623","purposes":["disconnection","payment_assistance"],"notes":"Given in a PPL reply in the comments of this PPL blog post, not in the post body. If it does not work, use 1-800-342-5775.","source":"https://stories.pplelectric.com/2025/01/29/payment-support-for-every-household/","last_verified":"2026-10-13"},{"id":"letters-mail","type":"mail","label":"Mailing address for letters (not for payments)","value":"PPL Electric Utilities, 827 Hausman Road, Allentown, PA 18104-9392","purposes":["billing_error","disconnection","poor_service"],"notes":"Seen only in a search-result summary of the PPL contact page, which needs JavaScript. The same summary gives PO Box 419054, St. Louis, MO 63141-9054 as the payment address. Confirm the address on your bill before mailing.","source":"https://pplelectric.com/contact","last_verified":"2026-10-13"},{"id":"assistance-programs","type":"portal","label":"Assistance programs (OnTrack, Operation HELP, WRAP, LIHEAP, payment arrangements, budget billing)","value":"https://pplelectric.com/site/Ways-to-Save/Assistance-Programs","purposes":["payment_assistance","disconnection"],"source":"https://www.puc.pa.gov/about-the-puc/consumer-education/utility-assistance-programs/","last_verified":"2026-10-13"},{"id":"bill-toolkit","type":"portal","label":"Bill Toolkit (payment arrangement, OnTrack, Operation HELP, budget billing)","value":"https://pplelectric.com/site/Ways-to-Save/Bill-Toolkit","purposes":["payment_assistance"],"source":"https://stories.pplelectric.com/2026/06/01/get-ready-for-summer-with-our-bill-toolkit/","last_verified":"2026-10-13"},{"id":"my-account","type":"portal","label":"My Account (apply for help with \"Get help paying\", payment arrangements, budget billing)","value":"https://selfserve.pplelectric.com/account-summary/","access":"login","purposes":["payment_assistance","disconnection","billing_error"],"notes":"PPL's blog says to sign in and click \"Get help paying\" to apply online.","source":"https://stories.pplelectric.com/2025/02/03/were-answering-your-top-10-questions/","last_verified":"2026-10-13"},{"id":"outages-page","type":"portal","label":"Outages and Issues (report an outage, outage status)","value":"https://www.pplelectric.com/site/Outages-and-Issues/","purposes":["service_outage"],"source":"https://stories.pplelectric.com/2026/06/01/get-ready-for-summer-with-our-bill-toolkit/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"PPL does not publish a separate escalation line. Ask the representative for a supervisor and a reference number."},{"rung":"written_complaint","channel":"letters-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Pennsylvania Public Utility Commission (PUC), 1-800-692-7380. The PUC says you must contact the utility before you file a complaint; use the informal complaint process first."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Pennsylvania Office of Attorney General, Bureau of Consumer Protection."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with PPL first and get a reference number; if not resolved, file an informal complaint with the PA PUC.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call PPL and say \"billing\" at the prompts. Ask whether the reading was actual or estimated and ask for a correction. Get a reference number.","channel":"customer-service-phone"},{"do":"If the call does not fix it, write to PPL with the account number, the charge and the correction you want.","channel":"letters-mail"},{"do":"If PPL still does not fix it, file an informal complaint with the PA PUC online or by phone."}],"facts":[{"kind":"process","claim":"The PA PUC says that for most concerns you must contact the utility before you file a complaint through the PUC, and recommends the informal complaint process first.","issues":["billing_error","disconnection","poor_service"],"source":"https://www.puc.pa.gov/complaints/","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Call PPL before the shutoff date for a payment arrangement or OnTrack; use a medical certificate if someone is seriously ill; Pennsylvania's winter rules run December 1 to March 31.","evidence":["termination notice","account number","medical certificate from a licensed physician","physician assistant or nurse practitioner","household income documents"],"steps":[{"do":"Call PPL at once and ask for a payment arrangement. Ask whether you qualify for OnTrack.","channel":"customer-service-phone"},{"do":"If someone in the household is seriously ill, have a licensed physician, physician assistant or nurse practitioner send PPL a medical certificate. Keep paying what you can."},{"do":"Apply for a LIHEAP grant, which PPL says can help prevent a shut-off.","channel":"assistance-programs"},{"do":"If PPL will not offer an arrangement you can pay, call the PA PUC hotline (1-800-692-7380) before the shutoff date."}],"facts":[{"kind":"deadline","claim":"Pennsylvania (PUC fact sheet, February 2026): before disconnection the utility sends a 10-day notice and attempts contact at least three days before the disconnection date. A termination notice is valid for 60 days; termination can occur any time between day 11 and day 60 after the notice.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pennsylvania (PUC fact sheet): the Winter Moratorium protects consumers from utility termination between December 1 and March 31, but service can be terminated in winter without PUC approval if the customer fails to be a responsible utility customer or has income outside the utility's income-qualifying guidelines.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pennsylvania (PUC fact sheet): service will not be disconnected while a household member is certified as seriously ill by a licensed physician, physician assistant or nurse practitioner. Initial medical certification can last up to 30 days, with extension of up to an additional 60 days. The customer must keep paying the bill.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Pennsylvania (PUC fact sheet): the utility must offer one payment arrangement and may be required to offer another; the PUC may be able to establish one payment arrangement. The PUC cannot set a payment arrangement on CAP arrears.","issues":["disconnection","payment_assistance"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"The PUC fact sheet says to contact the utility first to file a complaint or make payment arrangements; if there is no resolution, you may decline the arrangement and file a complaint with the PUC (1-800-692-7380).","issues":["disconnection","billing_error"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"PPL offers payment arrangements, budget billing and due date extensions to everyone, and OnTrack, Operation HELP, WRAP and LIHEAP to income-eligible households.","evidence":["current bill","household income documents for all members"],"steps":[{"do":"Check the Bill Toolkit or the assistance programs page, or sign in and click \"Get help paying\".","channel":"bill-toolkit"},{"do":"Call PPL and say \"OnTrack\" at the prompts to ask about the income-based payment plan.","channel":"customer-service-phone"},{"do":"If you already have OnTrack, also apply for a LIHEAP grant.","channel":"assistance-programs"}],"facts":[{"kind":"policy","claim":"PPL (January 2025): payment arrangements let customers pay a past-due balance over time; budget billing averages the last 12 months of use; customers who are current can apply for a due date extension.","issues":["payment_assistance"],"source":"https://stories.pplelectric.com/2025/01/29/payment-support-for-every-household/","last_verified":"2026-10-13"},{"kind":"policy","claim":"PPL (January 2025): OnTrack gives income-eligible customers a fixed monthly payment based on income and may include debt forgiveness; LIHEAP offers grants up to $2,000 to help pay winter heating bills or prevent a shut-off.","issues":["payment_assistance","disconnection"],"source":"https://stories.pplelectric.com/2025/01/29/payment-support-for-every-household/","last_verified":"2026-10-13"},{"kind":"policy","claim":"PPL says a customer does not need to be past due to apply for help, and that a LIHEAP grant larger than the monthly OnTrack payment is applied to the bill each month until the credit is used up.","issues":["payment_assistance"],"source":"https://stories.pplelectric.com/2025/02/03/were-answering-your-top-10-questions/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Pennsylvania CAP income limits effective January 2026 (150% of federal poverty guidelines, monthly household income): 1 person $1,995; 2 $2,705; 3 $3,415; 4 $4,125; add $710 for each additional person.","issues":["payment_assistance"],"source":"https://www.puc.pa.gov/about-the-puc/consumer-education/utility-assistance-programs/","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report outages online or by phone; report downed wires by phone at any hour.","evidence":["service address","outage start time"],"steps":[{"do":"Report the outage on the Outages and Issues page or in the PPL app.","channel":"outages-page"},{"do":"For a downed wire, stay away and call PPL; say \"downed power line\".","channel":"customer-service-phone"}]}],"known_blockers":["pplelectric.com pages (contact, assistance, scams) render only with JavaScript and return no text to automated fetches. stories.pplelectric.com (PPL's blog) is readable.","Online payment arrangements and assistance applications need sign-in to My Account.","No published damage-claim channel was found; ask customer service."],"official_domains":["pplelectric.com"],"security":{"never_asks":[{"kind":"policy","claim":"PPL Electric says it will never demand immediate payment over the phone.","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"PPL Electric says it will never ask for payment using gift cards, prepaid cards or cryptocurrency.","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"PPL Electric says it will never show up at your door to demand cash.","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"PPL Electric says it will never ask for personal financial information through an unexpected call, text or email.","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as PPL Electric, say the account is past due, threaten immediate shutoff and demand payment through apps or gift cards.","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Lookalike websites and search ads that use PPL's name appear in search results and collect personal or payment information. PPL says to type pplelectric.com into the address bar.","source":"https://stories.pplelectric.com/2026/09/29/dont-fall-for-online-tricks-4-simple-ways-to-protect-your-account/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Texts and emails claim a bill is overdue and link to a fake payment page.","source":"https://stories.pplelectric.com/2026/02/25/national-consumer-protection-week-how-to-spot-and-avoid-utility-scams/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a call or message, or report a scam attempt","value":"+1-800-342-5775","notes":"PPL also says to report scams to local authorities or the FTC (ReportFraud.ftc.gov).","source":"https://stories.pplelectric.com/2026/09/29/dont-fall-for-online-tricks-4-simple-ways-to-protect-your-account/","last_verified":"2026-10-13"}]}},{"id":"pseg-long-island","name":"PSEG Long Island","aliases":["PSEG LI","PSEG Long Island","PSEGLI","LIPA"],"sector":"utility","parent":"Public Service Enterprise Group (PSEG)","website":"https://www.psegliny.com","notes":"Electric service only, on Long Island and the Rockaways, New York. The Long Island Power Authority (LIPA), a not-for-profit public utility, owns the system and contracts PSEG Long Island to operate it day to day. Gas on Long Island is National Grid (see national-grid). Complaints go first to PSEG Long Island, then to LIPA Consumer Affairs or the Long Island office of the New York State Department of Public Service (DPS). LIPA's FAQ says the current contract with PSEG Long Island expires December 31, 2025; psegliny.com was still in operation on 2026-10-12, and the post-2025 contract status was not confirmed. Separate from PSE&G in New Jersey (see pseg).","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service","value":"+1-800-490-0025","purposes":["billing_error","bill_increase","disconnection","poor_service"],"source":"https://www.psegliny.com/customerservice/contactus","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Customer service in Spanish","value":"+1-800-490-0085","source":"https://www.psegliny.com/customerservice/contactus","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business Solutions Center","value":"+1-800-966-4818","source":"https://www.psegliny.com/customerservice/contactus","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an outage and all electrical emergencies, including downed wires","value":"+1-800-490-0075","hours":"24/7","purposes":["service_outage"],"source":"https://www.psegliny.com/customerservice/contactus","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Ways to report an outage","value":"https://www.psegliny.com/en/Outages/WaystoReportanOutage","purposes":["service_outage"],"source":"https://www.psegliny.com/customerservice/contactus","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Email customer service (web form)","value":"https://www.psegliny.com/en/ContactCustomerService","purposes":["billing_error","poor_service"],"access":"open","source":"https://www.psegliny.com/customerservice/contactus","last_verified":"2026-10-12"},{"id":"lipa-consumer-affairs-form","type":"web_form","label":"LIPA Consumer Affairs (escalation if PSEG Long Island did not resolve the concern)","value":"https://www.lipower.org/contact-us/consumer-affairs/","purposes":["billing_error","poor_service","disconnection"],"access":"captcha","notes":"LIPA escalates the issue to PSEG Long Island for further resolution.","source":"https://www.lipower.org/contact-us/consumer-affairs/","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Submit a claim","value":"https://www.psegliny.com/en/myaccount/customersupport/claims","purposes":["service_outage"],"source":"https://www.psegliny.com/en/myaccount/customersupport/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims email","value":"PSEGLongIslandClaims@psegliny.com","purposes":["service_outage"],"notes":"Fax 516-949-8461. Claims phone: Nassau/Rockaways 1-516-949-8668, Suffolk 1-516-949-8669.","source":"https://www.psegliny.com/en/myaccount/customersupport/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"web_form","label":"Payment plans and extensions","value":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance/PaymentPlans","purposes":["disconnection"],"source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance/PaymentPlans","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Financial assistance (Household Assistance Program, energy cost help, hardship form)","value":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance","purposes":["disconnection"],"access":"open","notes":"Help choosing a program: 631-755-3407, Mon-Fri 8:30 a.m.-4 p.m.","source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance","last_verified":"2026-10-12"},{"id":"medical-certification","type":"email","label":"Special protections and medical emergency application (email the form)","value":"medicalnotes@psegliny.com","purposes":["disconnection"],"notes":"Form special_cust.pdf is linked from the Payment Plans page.","source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance/PaymentPlans","last_verified":"2026-10-12"},{"id":"critical-care","type":"web_form","label":"Critical Care Program (life-sustaining equipment) enrollment forms","value":"https://www.psegliny.com/en/SafetyAndReliability/stormsafety/CriticalCare","purposes":["disconnection","service_outage"],"access":"open","notes":"Enroll by phone at 1-800-490-0025 or with the downloadable forms. Needs a medical certificate from a doctor, local Board of Health, nurse practitioner or physician assistant.","source":"https://www.psegliny.com/en/SafetyAndReliability/stormsafety/CriticalCare","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form"},{"rung":"written_complaint","channel":"lipa-consumer-affairs-form","note":"LIPA Consumer Affairs, if PSEG Long Island did not resolve it."},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York State Department of Public Service, Long Island office. DPS complaint levels: initial complaint, informal hearing or review, then appeal to LIPA."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with PSEG Long Island, then escalate to LIPA Consumer Affairs or the DPS Long Island office.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call customer service or use the email form. State the charges you dispute and why. Get a reference number.","channel":"customer-service-phone"},{"do":"If not resolved, contact LIPA Consumer Affairs.","channel":"lipa-consumer-affairs-form"},{"do":"Or file a complaint with the Long Island office of the NY Department of Public Service."}],"facts":[{"kind":"process","claim":"LIPA asks customers to contact PSEG Long Island first. If the concern is not resolved, customers may contact LIPA Consumer Affairs, which escalates it to PSEG Long Island, or the Long Island office of DPS. The DPS process has three levels - complaint, informal hearing or review, and appeal to LIPA.","issues":["billing_error","poor_service"],"source":"https://www.lipower.org/contact-us/consumer-affairs/","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Call customer service for a payment plan or hardship agreement; use the medical and special protections forms if they apply.","evidence":["termination notice","account balance","medical certificate","hardship statement"],"steps":[{"do":"Call customer service and ask for a payment plan or extension. If you cannot afford the standard terms, use the Financial Hardship Form.","channel":"payment-arrangement"},{"do":"For an illness or chronic medical condition, email the special protections application to keep service on while you arrange payment.","channel":"medical-certification"},{"do":"Apply for the Household Assistance Program or energy cost help.","channel":"payment-assistance"},{"do":"If PSEG Long Island does not help, contact LIPA Consumer Affairs or DPS before the shutoff date.","channel":"lipa-consumer-affairs-form"}],"facts":[{"kind":"policy","claim":"For an unexpected illness or chronic medical condition, PSEG Long Island will continue service uninterrupted for 30 days while the customer works out a payment arrangement.","issues":["disconnection"],"source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance/PaymentPlans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under the Peace of Mind Program, PSEG Long Island can extend the bill due date by 30 days if the customer or an immediate family member is hospitalized.","issues":["disconnection"],"source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance/PaymentPlans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Special protections may apply if the customer and everyone in the household are 62 or over, 18 or younger, blind or disabled.","issues":["disconnection"],"source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance/PaymentPlans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers with financial hardship may qualify for a below-standard payment agreement through the Financial Hardship Form.","issues":["disconnection"],"source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage at 1-800-490-0075; PSEG Long Island pays claims only for damage it caused, not weather or equipment failure.","evidence":["outage dates and times","photos","repair estimates or receipts","proofs of loss"],"steps":[{"do":"Report the outage by phone or online.","channel":"outage-phone"},{"do":"If you believe PSEG Long Island damaged your property, submit a claim with proofs of loss.","channel":"claims-form"}],"facts":[{"kind":"policy","claim":"If PSEG Long Island is responsible, it pays the reasonable cost to repair damaged items, or the Actual Cash Value of replaced items. It does not pay for weather-related conditions, animal contacts, equipment failure, damage to its equipment by others, or accidents.","issues":["service_outage"],"source":"https://www.psegliny.com/en/myaccount/customersupport/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"PSEG Long Island aims to decide claims within 30-45 business days after the Corporate Claims Department receives the completed form and proofs of loss.","issues":["service_outage"],"source":"https://www.psegliny.com/en/myaccount/customersupport/claims","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Critical Care Program gives enhanced notifications to customers who depend on electric life-support equipment but does not guarantee priority power restoration.","issues":["service_outage"],"source":"https://www.psegliny.com/en/SafetyAndReliability/stormsafety/CriticalCare","last_verified":"2026-10-12"}]}],"facts":[{"kind":"compensation","claim":"The Household Assistance Program gives a monthly bill credit (advertised as \"Save $45 or More a Month\") to customers who receive benefits from certain assistance programs.","issues":["disconnection"],"source":"https://www.psegliny.com/en/myaccount/customersupport/financialassistance","last_verified":"2026-10-12"}],"known_blockers":["The LIPA Consumer Affairs form has a CAPTCHA.","Medical certificates must come from a doctor, local Board of Health, nurse practitioner or physician assistant."],"official_domains":["psegliny.com"],"security":{"never_asks":[{"kind":"policy","claim":"PSEG Long Island will never ask customers to use one specific method of payment. It does not accept outside web-based electronic payment services (other than payments through My Account), prepaid debit cards or Bitcoin.","source":"https://www.psegliny.com/en/Newsroom/2025/020926-Scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"PSEG Long Island would never ask customers to give personal information online without first logging in to My Account.","source":"https://www.psegliny.com/myaccount/customersupport/scamsandfraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"PSEG Long Island does not require a deposit for meter installations.","source":"https://www.psegliny.com/en/Newsroom/2025/020926-Scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers claiming to be PSEG Long Island employees demand payment within hours with a prepaid debit card.","source":"https://www.psegliny.com/myaccount/customersupport/scamsandfraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that their number shows as \"PSEG Long Island\" and threaten to shut off power immediately. Some tell the victim to buy a prepaid card at a store and read the PIN over the phone.","source":"https://www.psegliny.com/en/Newsroom/2025/020926-Scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phone scammers demand a deposit for a priority meter installation.","source":"https://www.psegliny.com/en/Newsroom/2025/020926-Scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites use web addresses that closely resemble PSEG Long Island's and send bill payments to an outside payment site. The real website is psegliny.com.","source":"https://www.psegliny.com/en/Newsroom/2025/020926-Scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudulent QR code stickers on public electric vehicle chargers send people to websites that ask for personal or credit card information.","source":"https://www.psegliny.com/en/Newsroom/2025/020926-Scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a scam, or verify a call, email or visit (customer service)","value":"+1-800-490-0025","source":"https://www.psegliny.com/myaccount/customersupport/scamsandfraud","last_verified":"2026-10-12"}]}},{"id":"pseg","name":"Public Service Electric and Gas Company (PSE&G)","aliases":["PSE&G","PSEG","PSEG New Jersey","Public Service Electric & Gas"],"sector":"utility","parent":"Public Service Enterprise Group (PSEG)","website":"https://nj.pseg.com","account_url":"https://nj.myaccount.pseg.com/user/login","notes":"Electric and gas utility in New Jersey. Regulated by the New Jersey Board of Public Utilities (BPU); BPU's Utility Residential Customer Bill of Rights applies. This file covers New Jersey only. PSEG Long Island (the operator of the Long Island Power Authority's electric system in New York) has separate phone numbers, rules and a different regulator; see pseg-long-island.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, billing and power outages (1-800-436-PSEG)","value":"+1-800-436-7734","hours":"Billing representatives Mon-Fri 7 a.m.-8 p.m.; outages and safety 24/7","purposes":["billing_error","bill_increase","service_outage","deposit_refund","poor_service"],"source":"https://nj.myaccount.pseg.com/customersupport/contactus","last_verified":"2026-10-12"},{"id":"payment-assistance-phone","type":"phone","label":"Trouble paying a bill","value":"+1-800-357-2262","hours":"Mon-Fri 7:30 a.m.-8 p.m.","purposes":["disconnection"],"source":"https://nj.myaccount.pseg.com/customersupport/contactus","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leaks and emergencies (1-800-880-PSEG)","value":"+1-800-880-7734","hours":"24/7","source":"https://nj.myaccount.pseg.com/customersupport/contactus","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business Solutions Center","value":"+1-855-249-7734","hours":"Mon-Fri 8 a.m.-5:30 p.m., closed holidays","source":"https://nj.myaccount.pseg.com/customersupport/contactus","last_verified":"2026-10-12"},{"id":"complaint-email","type":"email","label":"Customer service email","value":"customerservice2@pseg.com","purposes":["billing_error","poor_service"],"notes":"Shown in the nj.pseg.com site footer. PSE&G does not publish a separate complaint form.","source":"https://nj.pseg.com/contactus","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://nj.myaccount.pseg.com/myservicedashboard/outage","purposes":["service_outage"],"source":"https://nj.pseg.com/contactus","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"File a claim online (NJ)","value":"https://pseg.com/file-a-claim","purposes":["service_outage"],"access":"open","source":"https://nj.myaccount.pseg.com/customersupport/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department (claim form and proofs of loss)","value":"claimsdepartment@pseg.com","purposes":["service_outage"],"source":"https://nj.myaccount.pseg.com/customersupport/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Corporate Claims Department by mail","value":"PSEG Corporate Claims Department, 80 Park Plaza, M401, Newark, NJ 07102","purposes":["service_outage"],"source":"https://nj.myaccount.pseg.com/customersupport/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims questions and follow-up","value":"+1-973-912-3843","purposes":["service_outage"],"source":"https://nj.myaccount.pseg.com/customersupport/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Deferred Payment Arrangement (enroll in My Account or the app)","value":"https://nj.myaccount.pseg.com/viewmybill/deferredpaymentarrangementpublic","purposes":["disconnection"],"access":"login","source":"https://nj.myaccount.pseg.com/viewmybill/deferredpaymentarrangementpublic","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment assistance programs (LIHEAP, USF, Fresh Start, NJ SHARES, Lifeline)","value":"https://nj.pseg.com/saveenergyandmoney/gethelppayingyourbill/backontrack","purposes":["disconnection"],"access":"open","notes":"LIHEAP/USF application help: (908) 709-6868, Mon-Fri 7:30 a.m.-3:30 p.m.","source":"https://nj.pseg.com/saveenergyandmoney/gethelppayingyourbill/backontrack","last_verified":"2026-10-12"},{"id":"medical-certification","type":"web_form","label":"Critical Care application (life-sustaining equipment)","value":"https://nj.pseg.com/saveenergyandmoney/gethelppayingyourbill/additionalresources","purposes":["disconnection"],"access":"open","notes":"The prescribing licensed medical professional must sign the form every year. Questions at 1-800-436-7734.","source":"https://nj.pseg.com/saveenergyandmoney/gethelppayingyourbill/additionalresources","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-email"},{"rung":"state_agency","agency_kind":"utility_commission","note":"New Jersey Board of Public Utilities (BPU), Division of Customer Assistance. The BPU Bill of Rights says to call the utility first, then the BPU if the utility cannot help."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New Jersey Attorney General (Division of Consumer Affairs)."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge with PSE&G and pay the undisputed part; ask for a free meter test or a diversion-of-service investigation if usage looks too high; then go to the BPU.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call PSE&G and dispute the charge. Pay the amount not in dispute so service stays on during the investigation.","channel":"customer-service-phone"},{"do":"If usage looks wrong, ask for a free meter test (once every 12 months) and, if usage is unexplainably high, a diversion-of-service investigation.","channel":"customer-service-phone"},{"do":"If PSE&G cannot help, contact the BPU Division of Customer Assistance."}],"facts":[{"kind":"policy","claim":"Under the BPU Bill of Rights, a customer may dispute a charge with the utility, and service may not be turned off while the utility investigates as long as the undisputed amount is paid.","issues":["billing_error","disconnection"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"},{"kind":"fee","claim":"A customer may have the meter tested free of charge once every 12 months and may ask for a BPU employee to be present.","issues":["billing_error"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"},{"kind":"policy","claim":"If usage on the bill appears unexplainably high or suspicious, the customer may have the utility perform a \"diversion of service\" investigation.","issues":["billing_error"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a deferred payment plan (at least one per year is a right), apply for LIHEAP/USF/NJ SHARES, and claim Winter Termination Program or medical protection.","evidence":["shut-off notice","account balance","income documents","Critical Care form"],"steps":[{"do":"Call the payment assistance line, or enroll in a Deferred Payment Arrangement in My Account.","channel":"payment-arrangement"},{"do":"Apply for LIHEAP and USF; if denied, apply to NJ SHARES.","channel":"payment-assistance"},{"do":"If you are eligible for the Winter Termination Program (November 15 to March 15), tell PSE&G.","channel":"payment-assistance-phone"},{"do":"If someone uses life-sustaining equipment or has a medical emergency, submit the Critical Care application.","channel":"medical-certification"},{"do":"If PSE&G cannot help, contact the BPU Division of Customer Assistance before the shutoff date."}],"facts":[{"kind":"deadline","claim":"The customer has the right to at least 10 days' written notice before service is turned off for non-payment.","issues":["disconnection"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except for safety emergencies, service may not be turned off outside 8:00 a.m.-4:00 p.m. Monday through Thursday, on a Friday, weekend, New Jersey State holiday or the day before one, or if a valid medical emergency exists in the household.","issues":["disconnection"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers eligible for the Winter Termination Program have the right to utility service from November 15 to March 15. The customer must tell the utility they are eligible.","issues":["disconnection"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers have the right to at least one deferred payment plan per year for an unpaid bill, as long as they stay current on new charges. PSE&G will not discontinue service while a customer stays up to date with a DPA.","issues":["disconnection"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"},{"kind":"compensation","claim":"USF gives a monthly bill credit of $20 to $200 for low-income households, and Fresh Start forgives past-due balances over $60 for USF applicants (once every 5 years).","issues":["disconnection"],"source":"https://nj.pseg.com/saveenergyandmoney/gethelppayingyourbill/backontrack","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; PSE&G pays claims only for damage it caused and does not pay for weather or equipment failure.","evidence":["outage dates and times","photos","repair estimates or receipts","proofs of loss"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"},{"do":"If you believe PSE&G damaged your property, file a claim online or email the claim form with proofs of loss.","channel":"claims-form"}],"facts":[{"kind":"policy","claim":"PSE&G pays the reasonable cost to repair items it damaged, or the Actual Cash Value of items already replaced. It does not pay for damage from weather, animal contact, equipment failure, damage to its equipment by others, or accidents.","issues":["service_outage"],"source":"https://nj.myaccount.pseg.com/customersupport/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"PSE&G aims to investigate and decide a claim within 45-60 business days after it receives the completed form and proofs of loss.","issues":["service_outage"],"source":"https://nj.myaccount.pseg.com/customersupport/claims","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"The deposit must be returned when the account closes and the final bill is settled, as a credit or a check at the customer's choice.","evidence":["deposit receipt","final bill","account closure date"],"steps":[{"do":"After the final bill is settled, ask PSE&G to return the deposit and choose a check or account credit.","channel":"customer-service-phone"},{"do":"If it is not returned, contact the BPU Division of Customer Assistance."}],"facts":[{"kind":"policy","claim":"The customer has the right to have the deposit returned once the account is closed and the final bill is settled, and to choose an account credit or a separate check. Customers may not be required to pay an unreasonable deposit.","issues":["deposit_refund"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Residential customers should not be assessed a late payment charge on their utility bill.","issues":["billing_error"],"source":"https://nj.pseg.com/-/media/pseg/public-site/saveenergyandmoney/paymentassistance/customer_bill_of_rights_v2_english.ashx","last_verified":"2026-10-12"}],"known_blockers":["Deferred Payment Arrangements are set up in My Account or the mobile app (sign-in required).","The Critical Care form must be signed by the prescribing licensed medical professional every year."],"official_domains":["pseg.com"],"security":{"never_asks":[{"kind":"policy","claim":"PSE&G will never ask for payment in gift cards, wire transfers or cryptocurrency, and will never threaten or pressure customers to make immediate payments to avoid service interruption.","source":"https://nj.pseg.com/newsroom/newsrelease469","last_verified":"2026-10-12"},{"kind":"policy","claim":"PSE&G will never ask for personal information over the phone unless the customer started the contact, and would never require a specific type of payment.","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails from PSE&G would never threaten to close an account unless the customer acts immediately, or ask for personal information online without first logging in to My Account.","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"PSE&G will never send employees to a home or small business to offer cash refunds on deposits or utility charges. It only credits the account or mails a check to the service address.","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers claiming to be PSE&G employees demand payment within hours with a prepaid debit card.","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten to disconnect service within an hour unless the customer pays immediately, and demand prepaid debit cards, gift cards, cryptocurrency or digital payment apps.","source":"https://nj.pseg.com/newsroom/newsrelease469","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller IDs or email addresses, sometimes showing \"PSE&G\" on the phone.","source":"https://nj.pseg.com/newsroom/newsrelease469","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake job offers or postings impersonate PSEG recruiters to collect Social Security numbers or payments.","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be PSE&G employees. All PSE&G employees must carry ID and show it when asked.","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a scam, or verify a call, email or visit (customer service, 1-800-436-PSEG)","value":"+1-800-436-7734","source":"https://nj.myaccount.pseg.com/customersupport/scamsandfraud","last_verified":"2026-10-12"}]}},{"id":"puget-sound-energy","name":"Puget Sound Energy","aliases":["PSE","Puget Sound Energy Inc."],"sector":"utility","website":"https://www.pse.com","notes":"Electric and natural gas utility in western Washington. Regulated by the Washington Utilities and Transportation Commission (UTC), Consumer Protection Section. PSE's rights and responsibilities brochure says to call PSE first, then ask for a supervisor, and the supervisor must tell you of your right to contact the UTC (1-888-333-9882, consumer@utc.wa.gov). The same number, 1-888-225-5773, is used for customer service, gas and electric emergencies and outages. Disconnection rules come from WAC 480-100-128 (electric) and the winter low-income payment program in WAC 480-100-143.","channels":[{"id":"customer-service-phone","type":"phone","label":"PSE Customer Care Center (billing, account, disconnection notices)","value":"+1-888-225-5773","hours":"Mon-Fri 7:30 a.m.-6:30 p.m.; 24-hour emergency and outage service only at other times","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"Translator services for other languages are available on this number. TTY 1-800-962-9498; TRS 1-866-831-5161.","source":"https://www.pse.com/en/contactpse","last_verified":"2026-10-13"},{"id":"emergency-outage-phone","type":"phone","label":"Gas or electric emergency, downed power line or power outage (24 hours)","value":"+1-888-225-5773","hours":"24/7","purposes":["service_outage"],"source":"https://www.pse.com/-/media/PDFs/6275_WB_2025.pdf","last_verified":"2026-10-13"},{"id":"outage-report-online","type":"web_form","label":"Report an electric outage online","value":"https://www.pse.com/en/outage","purposes":["service_outage"],"access":"open","notes":"You can report an outage at an address without signing in. Sign-in gives account-specific restoration information.","source":"https://www.pse.com/en/outage","last_verified":"2026-10-13"},{"id":"customer-care-email","type":"email","label":"PSE customer care email","value":"customercare@pse.com","purposes":["billing_error","poor_service"],"notes":"The contact page lists this address for business customers; the rights and responsibilities brochure lists it under \"How to reach us\" for all customers.","source":"https://www.pse.com/-/media/PDFs/6275_WB_2025.pdf","last_verified":"2026-10-13"},{"id":"feedback-form","type":"web_form","label":"Non-emergency account questions and other inquiries (online \"Send email\" form)","value":"https://www.pse.com/en/logcustomerfeedback","purposes":["billing_error","poor_service"],"source":"https://www.pse.com/en/contactpse","last_verified":"2026-10-13"},{"id":"secure-messaging","type":"portal","label":"Secure messaging in the PSE account","value":"https://www.pse.com/en/account-and-billing/secure-messaging","purposes":["billing_error","poor_service"],"access":"login","source":"https://www.pse.com/en/contactpse","last_verified":"2026-10-13"},{"id":"payment-arrangement","type":"portal","label":"Payment arrangement (weekly, bi-weekly or monthly)","value":"https://www.pse.com/account-and-billing/Payment%20Assistance/payment-arrangement","purposes":["disconnection","payment_assistance"],"access":"login","notes":"Sign in to see eligibility. For an arrangement longer than 3 months for non-energy charges (such as Construction Services), call 888-225-5773.","source":"https://www.pse.com/account-and-billing/Payment%20Assistance/payment-arrangement","last_verified":"2026-10-13"},{"id":"bill-assistance-application","type":"web_form","label":"Apply for Bill Discount Rate, PSE HELP or Past Due Bill Forgiveness","value":"https://www.pse.com/en/BPCC/signin","purposes":["disconnection","payment_assistance"],"access":"open","notes":"Apply with a PSE digital account or as a guest. Application help by email at billdiscount@pse.com or by phone at 888-225-5773.","source":"https://www.pse.com/en/account-and-billing/assistance-programs/HELP-BDR","last_verified":"2026-10-13"},{"id":"assistance-programs","type":"web_form","label":"Assistance programs overview (Bill Discount Rate, HELP, LIHEAP agencies, Warm Home Fund)","value":"https://www.pse.com/en/account-and-billing/assistance-programs","purposes":["payment_assistance"],"access":"open","source":"https://www.pse.com/en/account-and-billing/assistance-programs","last_verified":"2026-10-13"},{"id":"life-support-email","type":"email","label":"Life Support registration (return the Life Support Request form)","value":"CC-Medical@pse.com","purposes":["disconnection"],"notes":"Or call 1-888-225-5773. Annual status review form required.","source":"https://www.pse.com/en/Customer-Service/life-support-and-medical-emergencies","last_verified":"2026-10-13"},{"id":"claims-email","type":"email","label":"PSE Claims Department (property damage claims)","value":"claims@pse.com","purposes":["property_damage_claim","service_outage"],"notes":"Send the claims inquiry form (PDF at https://www.pse.com/-/media/PDFs/Claims/6260_0930_New_Liability_Claims_form.pdf). The claims page lists no mailing address.","source":"https://www.pse.com/en/Customer-Service/claims","last_verified":"2026-10-13"},{"id":"claims-phone","type":"phone","label":"PSE Claims Department","value":"+1-425-457-5700","purposes":["property_damage_claim"],"source":"https://www.pse.com/en/Customer-Service/claims","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"PSE's brochure says to ask for a supervisor if you are not satisfied; the supervisor must tell you of your right to contact the UTC."},{"rung":"written_complaint","channel":"customer-care-email"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Washington Utilities and Transportation Commission (UTC), Consumer Protection Section: 1-888-333-9882, consumer@utc.wa.gov, complaint form at https://www.utc.wa.gov/FileComplaint. The UTC says to contact the company first and ask for a supervisor."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Washington Attorney General's Office (PSE's scam page links https://www.atg.wa.gov/file-complaint)."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with PSE, ask for a supervisor, then go to the UTC; pay the undisputed part and service stays on while you pursue the dispute.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with names and reference numbers"],"steps":[{"do":"Call PSE Customer Care and dispute the bill. Ask whether the read was actual or estimated, and ask PSE to re-check the meter if usage looks wrong.","channel":"customer-service-phone"},{"do":"If you are not satisfied, ask for a supervisor. Write down the name and the outcome.","channel":"customer-service-phone"},{"do":"Keep paying every amount that is not in dispute."},{"do":"If PSE does not resolve it, file a complaint with the Washington UTC (1-888-333-9882 or consumer@utc.wa.gov)."}],"facts":[{"kind":"process","claim":"If a PSE supervisor does not resolve a bill or service dispute, the supervisor must inform the customer of the right to contact the UTC Consumer Protection Section at 1-888-333-9882 or consumer@utc.wa.gov.","issues":["billing_error","poor_service"],"source":"https://www.pse.com/-/media/PDFs/6275_WB_2025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"PSE will not discontinue service while the customer is pursuing any remedy with a PSE representative or with the UTC. Amounts not in dispute must be paid when due.","issues":["billing_error","disconnection"],"source":"https://www.pse.com/-/media/PDFs/6275_WB_2025.pdf","last_verified":"2026-10-13"},{"kind":"fee","claim":"The UTC says companies will re-check a customer's meter on request once a year for no charge.","issues":["billing_error"],"source":"https://www.utc.wa.gov/consumers/energy-service/energy-consumer-rights","last_verified":"2026-10-13"},{"kind":"policy","claim":"The UTC says a company must let a customer repay a back bill over the same length of time the charges built up (for example, 12 months of errors allows a 12-month plan), and the customer may see how the back bill was calculated.","issues":["billing_error"],"source":"https://www.utc.wa.gov/consumers/energy-service/energy-consumer-rights","last_verified":"2026-10-13"},{"kind":"process","claim":"Once UTC staff start an investigation, the company must respond within two full working days, according to the UTC.","issues":["billing_error","disconnection"],"source":"https://www.utc.wa.gov/consumers/energy-service/energy-consumer-rights","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Washington requires two notices before a shutoff, bars weekend and holiday shutoffs, gives a 5-business-day medical grace period, and protects low-income heating customers from November 15 to March 15.","evidence":["disconnection notice","account balance","medical emergency certificate","energy assistance application"],"steps":[{"do":"Call PSE before the disconnection date. Ask for a payment arrangement and apply for bill assistance.","channel":"customer-service-phone"},{"do":"If someone in the home has a serious medical condition, tell PSE at once. Within five business days, give PSE a medical emergency certificate, pay at least 10 percent of the past-due balance and agree to pay the rest within 120 days.","channel":"customer-service-phone"},{"do":"Between November 15 and March 15, if you heat with electricity and have low income, tell PSE you cannot pay and apply for energy assistance with a local agency to use the winter low-income payment program."},{"do":"If PSE will not agree, contact the UTC before the disconnection date."}],"facts":[{"kind":"deadline","claim":"Under WAC 480-100-128, the first written disconnection notice must be served at least eight business days before the disconnection date (eleven days if mailed from outside Washington, Oregon or Idaho). A second notice is required at least two business days before if delivered to the premises, or three business days if mailed.","issues":["disconnection"],"source":"https://app.leg.wa.gov/WAC/default.aspx?cite=480-100-128","last_verified":"2026-10-13"},{"kind":"policy","claim":"Before disconnecting for nonpayment, PSE sends two notifications by mail and makes a good faith effort to reach the customer by phone. Except to protect life or property, PSE will not disconnect on Saturdays, Sundays, legal holidays or any day when service cannot be reestablished within 24 hours.","issues":["disconnection"],"source":"https://www.pse.com/-/media/PDFs/6275_WB_2025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"For a medical emergency, PSE postpones disconnection (or restores service) for a grace period of five business days. Within that time the customer must provide a medical emergency certificate from a medical professional, pay at least 10 percent of the past-due balance and agree to pay the rest within 120 days along with later bills.","issues":["disconnection"],"source":"https://www.pse.com/en/Customer-Service/life-support-and-medical-emergencies","last_verified":"2026-10-13"},{"kind":"limit","claim":"Under WAC 480-100-128, a medical certificate is valid for no longer than sixty days unless renewed.","issues":["disconnection"],"source":"https://app.leg.wa.gov/WAC/default.aspx?cite=480-100-128","last_verified":"2026-10-13"},{"kind":"policy","claim":"Winter low-income payment program (WAC 480-100-143): from November 15 to March 15 an electric utility may not cut off residential space heating if the customer notifies the utility of inability to pay (normally within five business days of a delinquency notice), applies for energy assistance and weatherization, and pays no more than seven percent of monthly income plus one-twelfth of billings from the application date through March 15. All amounts owed must be paid by October 15.","issues":["disconnection","payment_assistance"],"source":"https://app.leg.wa.gov/WAC/default.aspx?cite=480-100-143","last_verified":"2026-10-13"},{"kind":"policy","claim":"A customer may name a third party to receive disconnection notices. PSE then delays disconnection five business days after the original disconnection date and after notifying the third party.","issues":["disconnection"],"source":"https://www.pse.com/-/media/PDFs/6275_WB_2025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Customers approved for PSE's Life Support program get 48 hours' notice before disconnection for nonpayment. Approval does not guarantee service or give priority in outage restoration.","issues":["disconnection"],"source":"https://www.pse.com/en/Customer-Service/life-support-and-medical-emergencies","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Apply for the Bill Discount Rate (5-45% off) and a PSE HELP grant ($250-$1000), then Past Due Bill Forgiveness (up to $2,500 after 12 on-time payments); set up a payment arrangement online.","evidence":["current bill","household income for the household size","county of residence"],"steps":[{"do":"Apply for Bill Discount Rate and PSE HELP online, with a PSE account or as a guest.","channel":"bill-assistance-application"},{"do":"If you are on Bill Discount Rate and got HELP this program year, apply for Past Due Bill Forgiveness.","channel":"bill-assistance-application"},{"do":"Set up a weekly, bi-weekly or monthly payment arrangement for billed charges.","channel":"payment-arrangement"},{"do":"For LIHEAP, contact the county agency listed on PSE's assistance page.","channel":"assistance-programs"}],"facts":[{"kind":"compensation","claim":"PSE's Bill Discount Rate gives a 5-45% discount for a 13-month term. PSE HELP gives a $250-$1000 grant per program year (October-September), applied to the PSE account.","issues":["payment_assistance"],"source":"https://www.pse.com/en/account-and-billing/assistance-programs/HELP-BDR","last_verified":"2026-10-13"},{"kind":"limit","claim":"For Bill Discount Rate and HELP, household income must be at or below 80% of area median income or 200% of the federal poverty level, whichever is higher.","issues":["payment_assistance"],"source":"https://www.pse.com/en/account-and-billing/assistance-programs/HELP-BDR","last_verified":"2026-10-13"},{"kind":"deadline","claim":"PSE said HELP applications received September 1-30, 2026 will not be processed and to apply starting October 1, 2026; Bill Discount Rate stays open.","issues":["payment_assistance"],"source":"https://www.pse.com/en/account-and-billing/assistance-programs/HELP-BDR","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Past Due Bill Forgiveness covers up to $2,500 of past-due balance. After 12 on-time full payments the enrolled past-due balance is gone; a third missed payment removes the customer. It requires PSE HELP in the current program year and Bill Discount Rate, and two years since last starting the program.","issues":["payment_assistance"],"source":"https://www.pse.com/en/account-and-billing/assistance-programs/past-due-bill-forgiveness","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report the outage; PSE credits $50 if a non-major-storm outage lasts more than 24 hours, and $50 after 120 consecutive hours, if you report or ask within 7 days of restoration.","evidence":["outage start and restoration times","date you reported it","service address"],"steps":[{"do":"Report the outage online or by phone so the 24-hour clock starts.","channel":"outage-report-online"},{"do":"Within seven calendar days after restoration, ask PSE for the outage guarantee credit if it was not applied.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"PSE credits $50 if power is out for longer than 24 hours, barring a major storm or other event. The 24 hours start when PSE is first notified (or when safe access is available). Exclusions include major storms, outages caused by customer equipment and lack of safe access.","issues":["service_outage"],"source":"https://www.pse.com/pages/customer-service-guarantees","last_verified":"2026-10-13"},{"kind":"compensation","claim":"PSE credits $50 if power is out for 120 consecutive hours or longer; qualifications are in electric Schedule 131.","issues":["service_outage"],"source":"https://www.pse.com/pages/customer-service-guarantees","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For both outage guarantees, the customer must report the outage to PSE or request the credit within seven (7) calendar days after restoration.","issues":["service_outage"],"source":"https://www.pse.com/pages/customer-service-guarantees","last_verified":"2026-10-13"},{"kind":"compensation","claim":"PSE credits the bill $50 if it does not keep an appointment to install new service, reconnect existing service or inspect natural gas equipment (Schedule 130; some maintenance work such as Meter Upgrade exchanges is excluded).","issues":["poor_service"],"source":"https://www.pse.com/pages/customer-service-guarantees","last_verified":"2026-10-13"}]},{"issue":"property_damage_claim","summary":"Send PSE's claims inquiry form to the Claims Department; PSE investigates and pays only if it finds it was responsible.","evidence":["photos","repair estimates or invoices","receipts","date and time of the incident","outage reference if any"],"steps":[{"do":"Fill in the claims inquiry form and email it with photos and receipts to the Claims Department.","channel":"claims-email"},{"do":"Call the Claims Department with questions.","channel":"claims-phone"},{"do":"If PSE denies the claim and you disagree, ask for the reason in writing and contact the UTC."}],"facts":[{"kind":"process","claim":"PSE says it investigates how the incident occurred and determines whether it is responsible; if it is, PSE calculates compensation for the loss. The claims page states no filing deadline.","issues":["property_damage_claim"],"source":"https://www.pse.com/en/Customer-Service/claims","last_verified":"2026-10-13"}]}],"known_blockers":["Payment arrangements, secure messaging and account-specific outage status need a PSE account sign-in.","PSE's rights and responsibilities PDF and claims form PDF use embedded fonts that automated text extraction reads poorly; the brochure carries the print code \"6275 01/18\" although the file name says 2025.","The medical emergency certificate must come from the medical professional who provides the person's health care."],"official_domains":["pse.com"],"security":{"never_asks":[{"kind":"policy","claim":"PSE says it never asks or requires customers to buy a prepaid debit card or pay through cash apps to avoid disconnection.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"},{"kind":"policy","claim":"PSE does not ask for bank information to issue a refund; any refund is credited to the PSE account.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"},{"kind":"policy","claim":"PSE workers do not go door to door offering to restore power for a fee or asking whether your power is out.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"},{"kind":"policy","claim":"PSE's secure online payment portal is available only through pse.com or the MyPSE app.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Spoofed calls show PSE's name and number and threaten disconnection, usually within 30 minutes, unless the customer pays with a prepaid debit or money card.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers claim an overpayment and ask for bank information to issue a refund.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages ask the customer to call back an unfamiliar 1-800 or other area-code number about an overdue bill.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors offer to restore power for a fee.","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-pse","type":"phone","label":"Verify a call or report a scam to PSE (customer care)","value":"+1-888-225-5773","notes":"PSE's scam page says to contact PSE and local authorities and links to the Contact us page, which lists this number.","source":"https://www.pse.com/en/contactpse","last_verified":"2026-10-13"},{"id":"report-scam-ftc","type":"web_form","label":"Report utility impostor fraud to the FTC (linked from PSE's scam page)","value":"https://reportfraud.ftc.gov/?orgcode=PSE","access":"open","source":"https://www.pse.com/en/pages/scam-alerts","last_verified":"2026-10-13"}]}},{"id":"reliant-energy","name":"Reliant Energy","aliases":["Reliant"],"sector":"utility","website":"https://www.reliant.com","account_url":"https://my.reliant.com","notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate #10007. Reliant bills the customer, but the local transmission and distribution service provider (TDSP or TDU), such as CenterPoint, Oncor, AEP Texas or TNMP, delivers the power and handles outages. Texas complaint path differs from other states: complain to Reliant first; under PUCT rules the REP must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then complain to the Public Utility Commission of Texas or the Texas Attorney General. While an informal complaint is pending at the PUCT, the REP may not start collection or disconnection on the disputed part of the bill. Reliant's Terms of Service, Electricity Facts Label and Your Rights as a Customer links on its website did not resolve to documents when checked.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (phone and chat)","value":"+1-866-222-7100","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"plan-change-phone","type":"phone","label":"Change plans when not eligible to renew online","value":"+1-855-671-7971","purposes":["bill_increase","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Reliant mailing address","value":"Reliant, P.O. Box 3765, Houston, TX 77253-3765","purposes":["billing_error","cancel_service","deposit_refund","poor_service"],"source":"https://www.reliant.com/en/residential/help-support/contact","last_verified":"2026-10-12"},{"id":"cancel-online","type":"web_form","label":"Cancel or transfer service online","value":"https://my.reliant.com/public/startCancelService.htm?iid=RCL_1582657693","purposes":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"},{"id":"payment-assistance-online","type":"portal","label":"Apply online for a payment extension or deferred payment plan","value":"https://www.reliant.com/public/dl.htm?dld=/protected/paymentassistance/dashboardLanding.htm","purposes":["disconnection"],"access":"login","source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"id":"reliant-care-page","type":"portal","label":"Reliant CARE bill assistance agencies","value":"https://www.reliant.com/en/residential/help-support/information-center/reliant-care","purposes":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask for a supervisory review; PUCT rules require an answer within 10 business days."},{"rung":"written_complaint","channel":"mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utility Commission of Texas, after Reliant has had the complaint."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Texas Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Dispute with Reliant, ask for a supervisory review, then file with the PUCT; pay the undisputed part.","evidence":["the bill","EFL for the plan","meter readings","notes of each contact"],"steps":[{"do":"Contact Reliant with the disputed charge and ask for an investigation and a reference number.","channel":"customer-service-phone"},{"do":"If you doubt the meter, ask Reliant to request a meter test from the TDSP."},{"do":"If not satisfied after 21 days, ask for a supervisory review, then file a complaint with the PUCT."}],"facts":[{"kind":"deadline","claim":"Under PUCT rules, a REP must investigate a complaint and tell the customer the results within 21 days; a supervisory review decision must be given within ten business days of the request.","issues":["billing_error","poor_service"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-485","last_verified":"2026-10-12"},{"kind":"policy","claim":"While an informal complaint is pending at the PUCT, the REP must not start collection, including disconnection, on the disputed portion of the bill. The customer must still pay the undisputed portion.","issues":["billing_error","disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-485","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment extension before the disconnection notice due date, or a deferred payment plan; Texas rules require 10 days' notice.","evidence":["disconnection notice","account number","physician statement for critical care"],"steps":[{"do":"Request a payment extension before the due date on the disconnection notice, or a deferred payment plan, online or by phone.","channel":"payment-assistance-online"},{"do":"Call 2-1-1 to find agencies supported by Reliant CARE.","channel":"reliant-care-page"},{"do":"If someone is seriously ill or depends on electric life-support equipment, tell Reliant and have the physician confirm Critical Care status in writing, then sign a deferred payment plan.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"If you received a disconnection notice, a Reliant payment extension must be requested before the disconnection notice due date. AutoPay customers must call at least three business days before the bill is due.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"A Reliant payment extension may still bring a 5% late fee, a disconnection notice fee and a disconnect recovery fee.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"On a Reliant deferred payment plan you cannot switch providers until the deferred balance is paid in full.","issues":["disconnection","cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under PUCT rules, the disconnection date must be not less than ten days after the disconnection notice is issued; critical care and chronic condition customers get written notice at least 21 days before.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"policy","claim":"A critical care residential customer whose physician confirms the status in writing and who enters a deferred payment plan is protected from disconnection for 63 days from the bill's issue date.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"policy","claim":"A REP may not disconnect for nonpayment in a county during an extreme weather emergency, which includes a day when the previous day's high did not exceed 32 degrees Fahrenheit.","issues":["disconnection"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-483","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Reliant CARE help through agencies may take up to 8 weeks to arrive and may not cover the full bill.","issues":["disconnection"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/billing-payments/financial-help","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Many term plans charge an early cancellation fee, but PUCT rules forbid it when you move and give a forwarding address, or when you cancel within 14 days of a notice of changed terms.","evidence":["EFL with the cancellation fee","contract end date","proof of move and forwarding address","any notice of changed terms"],"steps":[{"do":"Check the plan's contract terms for the early cancellation fee, or call Reliant to confirm whether it applies.","channel":"customer-service-phone"},{"do":"If you are moving, give Reliant the forwarding address and evidence of the move, and transfer or cancel service.","channel":"cancel-online"},{"do":"If an early cancellation fee is charged despite a move or a changed-terms notice, dispute it and then complain to the PUCT."}],"facts":[{"kind":"policy","claim":"Under PUCT rules, no early termination fee may be charged because a customer relocates, if the customer gives a forwarding address and, if required, reasonable evidence of the move.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under PUCT rules, a REP must give written notice at least 14 days before changing contract terms, and no termination penalty applies for 14 days from the date the notice is sent.","issues":["cancel_service","bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"fee","claim":"Reliant says many term plans charge a cancellation fee if the contract ends early; the amount is in the contract terms.","issues":["cancel_service"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/cancel-service","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Variable-price plans are month-to-month and can change price; when a fixed plan ends, the customer moves to a month-to-month default product.","evidence":["EFL","contract expiration notices","bills before and after the increase"],"steps":[{"do":"Check the EFL to see whether the plan is fixed, indexed or variable, and when it ends."},{"do":"If a fixed plan expired, choose a new plan online or call the plan change line.","channel":"plan-change-phone"},{"do":"If a price changed in breach of the plan terms, dispute it as a billing error.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Under PUCT rules, a variable price product's price may vary by a method the REP sets, and for residential customers it can only be a month-to-month contract.","issues":["bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under PUCT rules, the REP must send at least three written notices of a fixed rate product's expiration date, and a customer who takes no action is served on a month-to-month default renewal product.","issues":["bill_increase"],"source":"https://www.law.cornell.edu/regulations/texas/16-Tex-Admin-Code-SS-25-475","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Any credit balance, including a deposit, is applied to the final bill or refunded when the account closes.","evidence":["deposit amount","final bill"],"steps":[{"do":"After closing, check the final bill for the credit balance and ask Reliant for the refund if it is missing.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"When a Reliant account closes, any credit balance is applied to the final bill or refunded, and any deferred balance becomes due.","issues":["deposit_refund"],"source":"https://www.reliant.com/en/residential/help-support/customer-resources/faqs/billing-payments","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages to the TDSP, not to Reliant.","evidence":["service address","ESI ID","outage start time"],"steps":[{"do":"Call the TDSP for the area: CenterPoint 1-800-332-7143, Oncor 1-888-313-4747, AEP Texas 1-866-223-8508, Texas-New Mexico Power 1-888-866-7456, Lubbock Power & Light 1-806-775-2509."}],"facts":[{"kind":"contact","claim":"Reliant says it provides the energy but does not deliver it; the TDSP maintains the lines and fixes outages.","issues":["service_outage"],"source":"https://www.reliant.com/en/residential/help-support/contact/report-an-outage","last_verified":"2026-10-12"}]}],"known_blockers":["Payment extensions, deferred plans and online cancellation need sign-in to the Reliant account.","Reliant's Terms of Service and Your Rights as a Customer documents could not be retrieved; plan-specific fees are in the customer's own EFL."],"official_domains":["reliant.com"],"security":{"never_asks":[{"kind":"policy","claim":"Neither Reliant nor the customer's utility (TDSP) will ever call to demand payment over the phone with a prepaid debit card or gift card, tell the customer to pay by money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call another number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never demand that customers email account or payment information, and will never collect payments in person at a residence.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reliant representatives will never have the utility company (TDSP, such as CenterPoint, Oncor, TNMP or AEP) contact the customer to make a payment on the account, and will never insist on entering a residence without an appointment.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Reliant says disconnection scams are on the rise. Scam callers demand payment by prepaid debit card, gift card, money order, wire transfer, cryptocurrency or money transfer app, or tell the customer to call a different number to pay.","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a Reliant representative (customer service)","value":"+1-866-222-7100","source":"https://www.reliant.com/en/residential/help-support/customer-resources/recognizing-scams-and-fraud","last_verified":"2026-10-12"}]}},{"id":"rge","name":"Rochester Gas and Electric","aliases":["RG&E","RGE","Rochester Gas & Electric"],"sector":"utility","parent":"Avangrid (Iberdrola)","website":"https://www.rge.com","notes":"Electric and natural gas utility for the Rochester, New York area. An Avangrid company (Avangrid has been a wholly owned subsidiary of Iberdrola since December 2024); its sister utility NYSEG has its own website and phone numbers (file nyseg). Regulated by the New York State Public Service Commission through the Department of Public Service (DPS); residential protections come from the Home Energy Fair Practices Act (HEFPA). rge.com timed out for every automated fetch, so channel values come from a NYSERDA (NYS Clean Heat) contact page, a 2020 NYSEG/RG&E press release reposted by the Town of Shawangunk, and search-result summaries of rge.com pages where noted.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, also to verify a caller or visitor","value":"+1-800-743-2110","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"},{"id":"electric-outage-phone","type":"phone","label":"Electricity outages or trouble","value":"+1-800-743-1701","purposes":["service_outage"],"notes":"Seen only in a search-result summary of this page (rge.com does not load for automated fetches). Call 911 first if life is at risk.","source":"https://www.rge.com/support/outages-help","last_verified":"2026-10-13"},{"id":"pay-by-phone","type":"phone","label":"Automated payment line (the company says to pay by phone only through its automated services numbers)","value":"+1-800-295-7323","notes":"From a February 2020 NYSEG/RG&E press release.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"id":"mailing-address","type":"mail","label":"RG&E address as listed on the NYS Clean Heat contact page","value":"RG&E, 89 East Avenue, Rochester, NY 14649","purposes":["billing_error","poor_service"],"notes":"Listed by NYSERDA for RG&E; not confirmed on rge.com as the complaint address. Check the address on your bill.","source":"https://cleanheat.ny.gov/contact-us","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"mailing-address"},{"rung":"state_agency","agency_kind":"utility_commission","note":"New York State Public Service Commission / Department of Public Service, Office of Consumer Services: Helpline 800-342-3377 (complaints), Hotline 800-342-3355 (shut-offs). DPS says to first seek the assistance of the utility; DPS asks the utility to contact you, and if it does not respond within two weeks, contact DPS again."},{"rung":"state_agency","agency_kind":"attorney_general","note":"New York State Office of the Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with RG&E, pay the undisputed amount, then file with the NY Department of Public Service.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call RG&E and ask for a correction and a reference number. Keep paying the undisputed amount.","channel":"customer-service-phone"},{"do":"If not resolved, file a complaint with DPS online or at 800-342-3377. Contact DPS again if RG&E does not answer within two weeks."},{"do":"If you disagree with the DPS decision, request an informal hearing or review within 15 days."}],"facts":[{"kind":"process","claim":"The NY Department of Public Service says to first seek the assistance of your utility provider, which is required by law to assist you; if the utility does not respond within two weeks, contact DPS again to have the case escalated.","issues":["billing_error","disconnection","poor_service"],"source":"https://dps.ny.gov/file-complaint","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA (DPS brochure, 12/25): if you file a complaint with DPS, service cannot be shut off for the disputed amount while the complaint is investigated, as long as you pay the undisputed amount.","issues":["billing_error","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"limit","claim":"HEFPA: late payment charges on unpaid balances are limited to no more than 1.5% monthly (18% annually).","issues":["billing_error"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A request for an informal hearing or review of a DPS initial decision should be made within 15 days of that decision; an appeal of the hearing decision is due within 15 days.","issues":["billing_error"],"source":"https://dps.ny.gov/guide-filing-complaints","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Call RG&E for a payment agreement on a final notice; New York requires 15 days' notice, limits shutoff hours, and protects medical emergencies and cold-weather cases.","evidence":["final termination notice","account number","medical certificate from a doctor or local board of health","income documents"],"steps":[{"do":"Call RG&E first and ask for a payment agreement that is reasonable and affordable.","channel":"customer-service-phone"},{"do":"If someone has a serious illness that a shutoff would aggravate, get a certificate from a doctor or the local board of health to RG&E."},{"do":"Tell RG&E if you are blind, disabled or 62 or older and live only with people who are 62 or older, 18 or younger, or blind or disabled."},{"do":"If you cannot make an arrangement, call the DPS Emergency Hotline at 800-342-3355 (7:30 a.m.-7:30 p.m. business days). Do not use the online form for a final disconnection notice."}],"facts":[{"kind":"deadline","claim":"HEFPA (DPS brochure, 12/25): service may not be disconnected for overdue bills unless the provider has given a final written notice and waited 15 days to allow payment or a payment agreement.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: shutoffs are permitted only 8:00 a.m.-4:00 p.m., Monday through Thursday, excluding holidays, the day before a holiday, and the two-week period around Christmas and New Year's Day.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: between November 1 and April 15 the provider must make a special effort to determine whether terminating heat-related service will seriously impair health or safety.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: service may not be shut off with a medical certification by a doctor or local board of health; after 30 days the certificate must be renewed and inability to pay shown. For life-support equipment the certificate stays in effect until DPS ends it, with inability to pay shown every three months.","issues":["disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"New York law gives residential customers the right to reasonable installments, budget billing and deposit installments.","evidence":["current bill","income and expense information"],"steps":[{"do":"Ask RG&E for an installment agreement tailored to your finances, budget billing, or a due date adjusted to a fixed-income payment date.","channel":"customer-service-phone"},{"do":"If RG&E refuses a reasonable agreement, call DPS at 800-342-3377 (or 800-342-3355 if facing shutoff)."}],"facts":[{"kind":"policy","claim":"HEFPA: customers must be given the option to pay overdue bills in reasonable installments tailored to their financial circumstances, and must be offered budget (levelized) billing. Customers on a fixed income may have the bill due date adjusted.","issues":["payment_assistance","disconnection"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"},{"kind":"policy","claim":"HEFPA: utilities may demand security deposits from existing customers who are delinquent; customers may pay security deposits in up to 12 monthly installments.","issues":["payment_assistance","deposit_refund"],"source":"https://dps.ny.gov/brochure-your-rights-protections-electric-or-natural-gas-customer","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report electric outages to the outage line or online; report gas emergencies from a safe place.","evidence":["service address","outage start time"],"steps":[{"do":"Call the electric outage line or use RG&E's online outage form.","channel":"electric-outage-phone"},{"do":"If you smell gas, leave and call 911 from a safe place, then RG&E (use the gas emergency number on your bill)."}]}],"known_blockers":["rge.com (and all Avangrid sites) timed out for every automated fetch on 2026-10-13. The outage number comes only from a search-result summary; confirm it on the bill.","No RG&E gas emergency number, damage-claim channel or assistance program page could be sourced."],"official_domains":["rge.com"],"security":{"never_asks":[{"kind":"policy","claim":"NYSEG and RG&E say they will never demand that customers buy debit cards such as Green Dot cards to make payments (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"NYSEG and RG&E say they provide notice before terminating service for non-payment, and their employees do not perform shut-offs when the Customer Service Center is closed (February 2020 release).","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Callers pose as company employees, sometimes with forged caller ID, and threaten to cut service unless the customer pays immediately, usually with a prepaid card.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers know details about the customer and give a call-back number with a recorded greeting that imitates the company's customer service line.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"},{"kind":"policy","claim":"Door-to-door visitors pose as contractors doing inside gas meter inspections.","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Verify a caller or visitor, or report a scam","value":"+1-800-743-2110","source":"https://shawangunk.gov/?p=7993","last_verified":"2026-10-13"}]}},{"id":"sdge","name":"San Diego Gas & Electric","aliases":["SDG&E","SDGE","San Diego Gas and Electric"],"sector":"utility","parent":"Sempra","website":"https://www.sdge.com","account_url":"https://myenergycenter.com/","notes":"Electric and natural gas utility for the San Diego, California area. Regulated by the California Public Utilities Commission (CPUC). Sister company of SoCalGas (both owned by Sempra).","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (Energy Services Specialist)","value":"+1-800-411-7343","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; emergencies only at other times","purposes":["billing_error","bill_increase","disconnection","poor_service","service_outage"],"notes":"The claims page also lists this Customer Service Center number for filing a claim by phone.","source":"https://www.sdge.com/residential/customer-service/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Electric or gas emergency, suspected gas leak (evacuate, call 911 from a safe place, then SDG&E)","value":"+1-800-611-7343","hours":"24/7","source":"https://www.sdge.com/residential/customer-service/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.sdge.com/report-outage","purposes":["service_outage"],"access":"open","notes":"Outage map at https://outage.sdge.com/","source":"https://www.sdge.com/residential/customer-service/outage-center","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (hosted by SDG&E's claims vendor)","value":"https://webformprdsempra.dxc-ins.com/webform/Pagebuilder.aspx?SiteNum=2","purposes":["service_outage"],"access":"open","notes":"SDG&E's claims page says online submission is the fastest way to have a claim processed.","source":"https://www.sdge.com/residential/customer-service/assistance-help/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"San Diego Gas & Electric, Attention: Claims Department, P.O. Box 129831, San Diego, CA 92112","purposes":["service_outage"],"notes":"Fax: 1-858-541-5737, Attention: Claims Department.","source":"https://www.sdge.com/residential/customer-service/assistance-help/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment extension or payment plan in My Energy Center","value":"https://www.sdge.com/residential/pay-bill/payment-arrangements","purposes":["disconnection"],"access":"login","notes":"Also in the mobile app under More > Billing Programs > Payment Arrangements.","source":"https://www.sdge.com/residential/pay-bill/payment-arrangements","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Financial assistance programs (CARE, FERA, Neighbor-to-Neighbor, AMP, LIHEAP, Medical Baseline)","value":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance","purposes":["disconnection"],"access":"open","source":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application","value":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance/health-senior-support/qualifiying-based-medical-need","purposes":["disconnection"],"access":"open","notes":"A physician must certify the application. Enrollment and recertification line 1-800-560-5551 (Mon-Fri 7 a.m.-4 p.m.).","source":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance/health-senior-support/qualifiying-based-medical-need","last_verified":"2026-10-12"},{"id":"medical-baseline-phone","type":"phone","label":"Medical Baseline enrollment and recertification","value":"+1-800-560-5551","hours":"Mon-Fri 7 a.m.-4 p.m.","purposes":["disconnection"],"source":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance/health-senior-support/qualifiying-based-medical-need","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"SDG&E does not publish a complaint address or form on its contact page. Send a dated letter or keep call notes with reference numbers."},{"rung":"state_agency","agency_kind":"utility_commission","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with customer service and get a reference number; if SDG&E does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SDG&E, say you dispute the bill, and ask for a bill review and a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"If SDG&E does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}]},{"issue":"disconnection","summary":"Set up a payment extension or plan (up to 24 months for residential) before the shutoff date and apply for assistance.","evidence":["disconnection notice","account balance","CARE/FERA enrollment","Medical Baseline approval"],"steps":[{"do":"Set up a payment extension or payment plan in My Energy Center or the app before the shutoff date.","channel":"payment-arrangement"},{"do":"Apply for CARE or FERA, then AMP debt forgiveness, Neighbor-to-Neighbor or LIHEAP.","channel":"payment-assistance"},{"do":"If someone in the home has a qualifying medical condition or device, apply for Medical Baseline.","channel":"medical-baseline"}],"facts":[{"kind":"policy","claim":"SDG&E offers payment extensions and 2, 3 and 12 month payment plans, plus a 24-month plan for residential customers only. A down payment may be required.","issues":["disconnection"],"source":"https://www.sdge.com/residential/pay-bill/payment-arrangements","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a payment on a 2, 3 or 12 month plan is late, short or returned, the plan is canceled, the full balance is due at once and service may be disconnected.","issues":["disconnection"],"source":"https://www.sdge.com/residential/pay-bill/payment-arrangements","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Neighbor-to-Neighbor Fund gives up to $150 toward the SDG&E bill for customers with temporary hardship who do not qualify for other state or federal aid.","issues":["disconnection"],"source":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; file a claim if you believe SDG&E caused a loss. SDG&E is not liable for failures beyond its reasonable control such as weather.","evidence":["outage dates and times","itemized spoiled food or damaged items with costs","receipts","photos"],"steps":[{"do":"Report the outage online or check the outage map.","channel":"outage-report-online"},{"do":"File a claim online, by mail or fax with itemized losses and receipts.","channel":"claims-form"}],"facts":[{"kind":"process","claim":"A claims representative contacts the claimant within 3-5 business days. SDG&E's goal is a final decision within 30-45 days; complex claims may take longer.","issues":["service_outage"],"source":"https://www.sdge.com/residential/customer-service/assistance-help/claims","last_verified":"2026-10-12"},{"kind":"policy","claim":"SDG&E says it is not liable for failures due to circumstances beyond its reasonable control, such as weather or third-party damage. It uses USDA guidelines to judge food spoilage claims.","issues":["service_outage"],"source":"https://www.sdge.com/residential/customer-service/assistance-help/claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"CARE saves 30% or more on the monthly energy bill and FERA saves 18% on the electric bill for income-qualified households.","issues":["disconnection"],"source":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline customers with a non-permanent condition must submit a new application with a doctor's certification every two years; permanent conditions submit a self-certification every four years.","issues":["disconnection"],"source":"https://www.sdge.com/residential/pay-bill/get-payment-bill-assistance/health-senior-support/qualifiying-based-medical-need","last_verified":"2026-10-12"}],"known_blockers":["sdge.com/contact-us returns 403 to automated fetches; use the /residential/customer-service/contact-us page.","Payment arrangements are set up in My Energy Center (sign-in required).","The online claim form is hosted by a third-party claims vendor (dxc-ins.com)."],"official_domains":["sdge.com","myenergycenter.com"],"security":{"never_asks":[{"kind":"policy","claim":"SDG&E will never ask for credit card information over the phone, and never calls customers to get credit card numbers, banking information or prepaid cash cards.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"SDG&E will never call or send a message demanding payment, and will not send text messages with demands for payment. It always sends written notice before shutting off service.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID so that the call appears to come from SDG&E, then try to sell something, get personal information, or say the customer owes money.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say they are part of a government program that helps pay utility bills and give a fake bank routing number to use online. No such program exists.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers set up temporary phone numbers with a recording and menu that imitate SDG&E's Customer Care line. SDG&E's main Customer Care number is 1-800-411-7343.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites or phone numbers appear at the top of search engine results, pretend to be SDG&E, and take payments or card details.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payment requests through Venmo, PayPal, Google Pay or Apple Pay that claim to be from SDG&E are scams. Those payment methods work only through My Energy Center or by calling SDG&E Customer Care directly.","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify a call, message or visit claiming to be from SDG&E (Customer Care)","value":"+1-800-411-7343","source":"https://www.sdge.com/residential/customer-service/assistance-help/scams","last_verified":"2026-10-12"}]}},{"id":"socalgas","name":"Southern California Gas Company","aliases":["SoCalGas","SoCal Gas","The Gas Company"],"sector":"utility","parent":"Sempra","website":"https://www.socalgas.com","account_url":"https://myaccount.socalgas.com/ui/","notes":"Natural gas utility for central and southern California. Regulated by the California Public Utilities Commission (CPUC). Sister company of SDG&E (both owned by Sempra). SoCalGas publishes 1-877-238-0092 as general customer service and 1-800-427-2200 on its gas emergency and Medical Baseline pages.","channels":[{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Customer service in Spanish","value":"+1-800-342-4545","hours":"Mon-Fri 7 a.m.-8 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial, industrial and agricultural customers","value":"+1-800-427-2000","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak (evacuate first, then call from a safe place; call 911 if life or property is at risk)","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/emergency-information","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (hosted by Sempra's claims vendor)","value":"https://webformprdsempra.dxc-ins.com/webform/Pagebuilder.aspx?SiteNum=1","purposes":["service_outage"],"access":"open","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail (PDF claim form)","value":"SoCalGas, Attention: Claims Department-(GCT 14A3), PO Box 30048, Los Angeles, CA 90030","purposes":["service_outage"],"notes":"Fax: 1-818-701-3923, Attention: Claims Department. Form: https://www.socalgas.com/sites/default/files/SoCalGas-Claims-Form.pdf","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department Message Center (claim status, request a callback)","value":"+1-213-244-5800","purposes":["service_outage"],"source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment extension (My Account > My Bill > Payment Extension)","value":"https://myaccount.socalgas.com/ui/login","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/help-center","last_verified":"2026-10-12"},{"id":"amp-application","type":"portal","label":"Past Due Bill Forgiveness (Arrearage Management Plan) enrollment","value":"https://myaccount.socalgas.com/ui/arrearage","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CARE, AMP, Gas Assistance Fund, LIHEAP, Medical Baseline, Level Pay)","value":"https://www.socalgas.com/billing-payment/assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online, email, mail or fax)","value":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Email MedicalBaselineProgram@socalgas.com; mail SoCalGas Medical Baseline Allowance Program, M. L. GT19A1, P.O. Box 513249, Los Angeles, CA 90051-1249; fax 213-244-4665. Medical provider completes Part 2.","source":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with customer service and in writing; if SoCalGas does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SoCalGas, say you dispute the bill, and ask for a bill review and a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"Put the dispute in writing with the account number, bill date and disputed amount.","channel":"complaint-mail"},{"do":"If SoCalGas does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}]},{"issue":"disconnection","summary":"Call customer service before the shut-off date, request a payment extension, and apply for CARE and Past Due Bill Forgiveness.","evidence":["shut-off notice","account balance","CARE enrollment","Medical Baseline approval"],"steps":[{"do":"Call customer service about the shut-off notice, or request a payment extension in My Account.","channel":"customer-service-phone"},{"do":"If you are on CARE with $250 or more past due (some over 90 days), enroll in Past Due Bill Forgiveness.","channel":"amp-application"},{"do":"Apply for CARE or LIHEAP through the assistance programs page.","channel":"payment-assistance"}],"facts":[{"kind":"compensation","claim":"Past Due Bill Forgiveness forgives 1/12 of the eligible debt each time a current bill is paid in full and on time, up to $8,000 per enrollment period. It requires CARE enrollment, $250 or more past due with some at least 90 days old, six months as a customer and one on-time payment in the prior 24 months.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"kind":"limit","claim":"Missing two Past Due Bill Forgiveness payments in a row ends enrollment. Forgiven amounts stay forgiven; the remaining debt returns to the balance.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Gas Assistance Fund gives a one-time grant up to $100.00 toward the gas bill through local non-profit agencies. The page currently says the fund is closed.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/gas-assistance-fund","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"For damage or loss you believe SoCalGas caused, file a claim online or by mail or fax.","evidence":["dates","itemized losses with receipts","photos","repair estimates"],"steps":[{"do":"File a claim online, or mail or fax the PDF claim form with supporting documents.","channel":"claims-form"},{"do":"Call the Claims Department Message Center for status.","channel":"claims-phone"}],"facts":[{"kind":"process","claim":"A SoCalGas claims representative contacts the claimant within 3-5 business days. The goal is a final decision within 30-45 days; complex claims may take longer.","issues":["service_outage"],"source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"CARE gives 20% off the monthly gas bill for income-qualified households.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline eligibility is based on medical condition, not income. It gives a daily allowance of .822 therms (about 25 more therms per month) at the lowest baseline rate. Non-permanent conditions recertify every two years; permanent conditions every four years.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"known_blockers":["socalgas.com/contact-us returns 403 to automated fetches; use /about-us/contact-us.","Payment extensions and Past Due Bill Forgiveness enrollment need a My Account sign-in.","The Medical Baseline application needs a medical provider to complete Part 2."],"official_domains":["socalgas.com"],"security":{"never_asks":[{"kind":"policy","claim":"SoCalGas will never ask for credit card or banking information over the phone.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SoCalGas or a partner, then try to sell products, collect personal information, or say a payment is due when it is not.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers or door-to-door impostors threaten to turn off service unless the customer pays immediately with prepaid cash cards, then send the customer to another phone number where the card's value is taken.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say a \"special government program\" will pay utility bills and give a fake bank routing number for online payment. No such federal program exists.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unofficial websites or partners at the top of search results take \"payments\" or give a phone number where the customer is asked for billing and credit card information. The money goes to the scammer.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious emails look like bills from another utility company and can contain the customer's real name or address.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify someone who claims to represent SoCalGas","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"id":"verify-phone-spanish","type":"phone","label":"Verify someone who claims to represent SoCalGas (Spanish)","value":"+1-800-342-4545","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}]}},{"id":"southern-california-edison","name":"Southern California Edison","aliases":["SCE","Edison","So Cal Edison"],"sector":"utility","parent":"Edison International","website":"https://www.sce.com","account_url":"https://www.sce.com/mysce/myaccount","notes":"Electric utility for central, coastal and southern California (not San Diego). Regulated by the California Public Utilities Commission (CPUC). Claims for losses from the Eaton Fire are handled only through SCE's separate Wildfire Recovery Compensation Program, not the general claims process. SCE publishes 1-800-284-2365 as Customer Service/Customer Support and 1-800-655-4555 on the Medical Baseline page.","channels":[{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"},{"id":"medical-baseline-phone","type":"phone","label":"Medical Baseline program questions","value":"+1-800-655-4555","purposes":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-611-1911","purposes":["service_outage"],"source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","purposes":["service_outage"],"access":"open","source":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Submit a claim online (not Eaton Fire)","value":"https://www.sce.com/apps/cmr","purposes":["service_outage"],"access":"open","notes":"Submit a claim one way only; submitting several ways can slow processing.","source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims (English)","value":"+1-800-251-3311","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-spanish-phone","type":"phone","label":"Claims (Spanish)","value":"+1-800-441-2233","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email","value":"claims@sce.com","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Southern California Edison Company, Attn: Claims Department, P.O. Box 900, Rosemead, CA 91770","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Request a payment arrangement in My Account","value":"https://www.sce.com/mysce/myaccount","purposes":["disconnection"],"access":"login","notes":"Or call 1-800-284-2365.","source":"https://www.sce.com/customer-service/billing-payment/financial-assistance","last_verified":"2026-10-12"},{"id":"amp-application","type":"web_form","label":"Arrearage Management Plan (AMP) application","value":"https://cloud.sce.com/amp_form","purposes":["disconnection"],"access":"open","notes":"Needs the Service Account Number (starts with 8, upper left of the bill).","source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Bill assistance programs (CARE/FERA, Energy Assistance Fund, AMP, Budget Billing, Medical Baseline)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online DocuSign or mail-in form)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Online form sends a signature request to the medical professional by email. Mail-in: Southern California Edison, Medical Baseline Allowance Department, P.O. Box 9527, Azusa, CA 91702-9954.","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"SCE does not publish a complaint form or complaint address on the pages reviewed. Send a dated letter and keep call notes with reference numbers."},{"rung":"state_agency","agency_kind":"utility_commission","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with SCE customer service and get a reference number; if SCE does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SCE, say you dispute the bill, and ask for a bill review and, if usage looks wrong, a meter check. Get a reference number.","channel":"customer-service-phone"},{"do":"Put the dispute in writing with the account number, the bill date and the amount you dispute. Keep a copy."},{"do":"If SCE does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}]},{"issue":"disconnection","summary":"Call before the shutoff date, ask for a payment arrangement, and apply for AMP, CARE/FERA or the Energy Assistance Fund.","evidence":["disconnection notice","account balance","CARE/FERA enrollment","Medical Baseline approval"],"steps":[{"do":"Request a payment arrangement in My Account or by phone before the shutoff date.","channel":"payment-arrangement"},{"do":"If you are on CARE or FERA with more than $500 past due, apply for AMP debt forgiveness.","channel":"amp-application"},{"do":"Ask a local United Way agency for an Energy Assistance Fund grant.","channel":"payment-assistance"},{"do":"If someone in the home uses electric medical equipment, apply for Medical Baseline.","channel":"medical-baseline"}],"facts":[{"kind":"compensation","claim":"The Arrearage Management Plan forgives 1/12 of the past-due amount for each on-time payment, up to $8,000. It needs CARE or FERA enrollment, more than $500 past due (some over 90 days), at least six months as a customer, and on-time payments for the next 12 months.","issues":["disconnection"],"source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"kind":"limit","claim":"Missing two consecutive payments or three non-consecutive payments removes a customer from AMP. Net Energy Metering, Solar Billing Plan, Direct Access and master-metered customers cannot enroll.","issues":["disconnection"],"source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Energy Assistance Fund pays up to $200 (up to $300 for an all-electric household) toward the SCE bill once in a 12-month period for income-qualified residential customers. Apply through a United Way or partner agency.","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/energy-assistance-fund","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; SCE pays claims for losses caused by its negligence, not for weather outages.","evidence":["outage dates and times","itemized losses with receipts","photos","repair estimates"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"},{"do":"If you believe SCE caused your loss, submit one claim online, by phone, email or mail.","channel":"claims-form"},{"do":"For Eaton Fire losses, use the Wildfire Recovery Compensation Program, not the general claims process."}],"facts":[{"kind":"policy","claim":"SCE is generally responsible for losses caused by its negligence. Outages and losses from forces outside its control, such as weather, are often not its responsibility. For damaged property it pays the least expensive of repair, fair market value or replacement.","issues":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The statute of limitations for an SCE claim is 3 years for property damage and 2 years for bodily injury. SCE's goal is to decide most claims within 30 days of receipt.","issues":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Medical Baseline gives an extra 16.5 kWh per day at the lowest baseline rate, or a flat 11% discount on rate plans without a baseline such as Time-of-Use. A medical professional must sign the application.","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline recertification is every four years for permanent conditions (customer completes Part 1) and every two years for non-permanent conditions (medical professional completes Part 2).","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"known_blockers":["Payment arrangements online need a My Account sign-in.","The Medical Baseline application needs a medical professional's signature.","SCE's tariff rules (deposits, disputed bills, meter tests, disconnection) are hosted in a SharePoint folder that did not load for review."],"official_domains":["sce.com"],"security":{"never_asks":[{"kind":"policy","claim":"SCE will never call to demand immediate payment with the threat of service disconnection, and it does not have a \"disconnection department.\"","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE says it does not take payments over the phone, and does not accept payment through money apps such as Zelle or Cash App, prepaid cash cards (such as MoneyPak or Green Dot) or cryptocurrency such as Bitcoin.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE does not collect bill payments or copies of bills in person, and does not send solar representatives to homes or have solar companies call anyone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SCE, demand immediate payment, or ask for account, meter, Social Security, driver's license or financial information.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the customer has a past-due bill and offer a discount for paying them immediately over the phone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters ask realtors with sale listings to tell their sellers about a false overdue electricity bill, and give a fake SCE phone number to pay or face disconnection.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake utility websites target customers who search for how to connect new electric service or pay online.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten disconnection and text a prepaid store barcode (for example Walmart, 7-Eleven, CVS or Walgreens) to pay by cash, debit, Bitcoin or prepaid card, or tell the customer to buy a prepaid card at a store.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a fraudulent call, text, email or in-person visit to SCE","value":"https://cloud.sce.com/Fraud_Form","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a fraudulent call, text, email or in-person visit to SCE by email","value":"csinfogov@sce.com","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Verify an SCE badge or authorization letter","value":"+1-800-655-4555","notes":"Select option 5.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}]}},{"id":"spire","name":"Spire Inc.","aliases":["Spire","Spire Energy","Spire Missouri","Spire Alabama","Spire Gulf","Spire Mississippi","Spire Tennessee"],"sector":"utility","website":"https://www.spireenergy.com","account_url":"https://myaccount.spireenergy.com/","notes":"Natural gas utility. Operating companies: Spire Missouri (Eastern and Western Missouri; Missouri Public Service Commission), Spire Alabama (Central and Northern Alabama) and Spire Gulf (the Mobile, Alabama area), both regulated by the Alabama Public Service Commission, and Spire Mississippi (Mississippi Public Service Commission). Each region has its own phone number, which is also its 24/7 gas emergency line. Since March 31, 2026, former Piedmont Natural Gas customers in Tennessee are served by Spire, but Piedmont keeps billing them until the transition is complete in 2027; they keep calling 800-752-7504. Spire's Cold Weather page prints 800-542-1234 for Western Missouri, while the contact page prints 800-582-1234; the contact page number is used here. The Missouri tariff facts below come from Spire Missouri's Rules and Regulations (P.S.C. MO. No. 9); Alabama and Mississippi rules were not checked.","channels":[{"id":"eastern-missouri-phone","type":"phone","label":"Eastern Missouri customer service and 24/7 gas emergencies","value":"+1-800-887-4173","hours":"Customer service Mon-Fri 7 a.m.-5 p.m.; gas emergencies 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"Spire's February 2024 scam alert also gives this number for paying by phone 24/7.","source":"https://www.spireenergy.com/contact-us","last_verified":"2026-10-13"},{"id":"western-missouri-phone","type":"phone","label":"Western Missouri customer service and 24/7 gas emergencies","value":"+1-800-582-1234","hours":"Customer service Mon-Fri 7 a.m.-5 p.m.; gas emergencies 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"Spire's Cold Weather page (https://www.spireenergy.com/coldweather) prints 800-542-1234 for Western Missouri; the two Spire pages disagree.","source":"https://www.spireenergy.com/contact-us","last_verified":"2026-10-13"},{"id":"alabama-phone","type":"phone","label":"Alabama customer service and 24/7 gas emergencies (Central and Northern Alabama and the Mobile area)","value":"+1-800-292-4008","hours":"Customer service Mon-Fri 8 a.m.-5 p.m.; gas emergencies 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"source":"https://www.spireenergy.com/contact-us","last_verified":"2026-10-13"},{"id":"mississippi-phone","type":"phone","label":"Mississippi customer service and 24/7 gas emergencies","value":"+1-877-945-5427","hours":"Customer service Mon-Fri 8 a.m.-5 p.m.; gas emergencies 24/7","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"source":"https://www.spireenergy.com/contact-us","last_verified":"2026-10-13"},{"id":"tennessee-phone","type":"phone","label":"Tennessee customer service and gas emergencies (former Piedmont Natural Gas customers)","value":"+1-800-752-7504","hours":"Customer service Mon-Fri 6:30 a.m.-6 p.m.","purposes":["billing_error","disconnection","payment_assistance"],"notes":"Piedmont Natural Gas still bills Tennessee customers for Spire until 2027, and the Tennessee page links bill payment to piedmontng.com.","source":"https://www.spireenergy.com/information-tennessee-customers","last_verified":"2026-10-13"},{"id":"write-us-form","type":"web_form","label":"Email Spire customer service (web form)","value":"https://www.spireenergy.com/write-us","purposes":["billing_error","poor_service"],"access":"open","notes":"Topics include Billing and Service order. Question limited to 500 characters. Needs name, email, service address and a 10-digit phone number; account number optional. Not for gas emergencies or urgent matters.","source":"https://www.spireenergy.com/write-us","last_verified":"2026-10-13"},{"id":"my-account","type":"portal","label":"Spire My Account (payment plans or arrangements, Budget Billing)","value":"https://myaccount.spireenergy.com/","purposes":["disconnection","payment_assistance"],"access":"login","notes":"The Cold Weather page says to log in or call the automated phone system for payment plans or arrangements and Budget Billing.","source":"https://www.spireenergy.com/coldweather","last_verified":"2026-10-13"},{"id":"assistance-page","type":"web_form","label":"Payment assistance options by region","value":"https://www.spireenergy.com/assistance","purposes":["payment_assistance","disconnection"],"access":"open","notes":"The region-specific options load dynamically and were not visible to an automated fetch.","source":"https://www.spireenergy.com/coldweather","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","note":"Call the number for your region: Eastern Missouri 800-887-4173, Western Missouri 800-582-1234, Alabama 800-292-4008, Mississippi 877-945-5427, Tennessee 800-752-7504."},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"write-us-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Missouri: Missouri Public Service Commission, 1-800-392-4211; it says to contact the utility first. Alabama: Alabama Public Service Commission, 1-800-392-8050; it asks consumers to first contact the utility. Mississippi: Mississippi Public Service Commission, 601-961-5434, online complaint portal. Tennessee: Tennessee Public Utility Commission."},{"rung":"state_agency","agency_kind":"attorney_general","note":"The attorney general of your state."}],"playbooks":[{"issue":"billing_error","summary":"Register the dispute with Spire before any shutoff date, pay the undisputed part, ask for a meter test, then go to the state commission.","evidence":["the disputed bill","earlier bills for comparison","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call Spire for your region and say which charge you dispute. In Missouri, register the dispute at least 24 hours before any proposed disconnection date.","channel":"eastern-missouri-phone","note":"Use the number for your region."},{"do":"Put the dispute in writing through the web form and keep a copy.","channel":"write-us-form"},{"do":"Pay the part of the bill that is not in dispute. In Missouri, do this within four working days of registering the dispute, or by the delinquent date if later."},{"do":"If usage looks wrong, ask for a meter test. In Missouri the first test in 12 months is free."},{"do":"If Spire does not resolve it, file a complaint with your state's Public Service Commission."}],"facts":[{"kind":"deadline","claim":"Spire Missouri: a dispute can be made by written notice, in person or by telephone during normal business hours, and must be registered at least twenty-four (24) hours before the proposed discontinuance date to avoid disconnection.","issues":["billing_error","disconnection"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Spire Missouri: the customer must pay the amount not in dispute within four (4) working days of registering the dispute or by the delinquent date of the disputed bill, whichever is later. If the parties cannot agree on that amount, the customer pays the lesser of up to fifty percent (50%) of the disputed charge or an amount based on usage in a like period.","issues":["billing_error"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"fee","claim":"Spire Missouri tests a customer's meter on written or verbal request. One test in a twelve-month period is free; the customer pays for more tests in that period unless the meter is inaccurate by more than 2%. The customer may be present. If the meter is off by more than 2%, bills are adjusted for half the time since the previous test, within the tariff's limit.","issues":["billing_error"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"The Alabama Public Service Commission asks consumers to first contact the utility and to keep notes of the date, time, staff member's name and the utility's response. Complaints go to 800-392-8050 (toll free) or 334-242-5211, Monday to Friday 8 a.m. to 5 p.m., or the online complaint form.","issues":["billing_error","disconnection"],"source":"https://psc.alabama.gov/file-a-complaint/","last_verified":"2026-10-13"},{"kind":"process","claim":"The Missouri PSC asks customers to contact the utility first and to file an informal complaint only if the dispute is not resolved. Hotline 1-800-392-4211; online at efis.psc.mo.gov.","issues":["billing_error","disconnection"],"source":"https://psc.mo.gov/General/Submit_A_Complaint","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Ask for a payment arrangement before the shutoff date. In Missouri, the Cold Weather Rule (November 1 to March 31) and a 21-day medical postponement can stop a shutoff.","evidence":["disconnection notice","account balance","medical documents","LIHEAP or agency pledge"],"steps":[{"do":"Before the date on the notice, set up a payment arrangement in My Account or through the automated phone system, or call your region's number.","channel":"my-account"},{"do":"In Missouri, if a shutoff would aggravate a medical emergency in the home, tell Spire and be ready to give reasonable evidence.","channel":"eastern-missouri-phone","note":"Western Missouri customers call 800-582-1234."},{"do":"In Missouri from November 1 to March 31, ask for a Cold Weather Rule payment plan."},{"do":"Call 211 or apply for LIHEAP; an agency pledge can count as the required Cold Weather Rule payment in Missouri.","channel":"assistance-page"},{"do":"If Spire will not help, contact your state's Public Service Commission before the shutoff date."}],"facts":[{"kind":"deadline","claim":"Spire Missouri: written notice must be sent at least ten (10) days before a residential disconnection (by first class mail, or electronically for e-bill customers), or handed to the customer at least ninety-six (96) hours before. Disconnection is allowed only between 8:00 a.m. and 4:00 p.m., and not on a day when Spire personnel cannot reconnect service or on the day before such a day.","issues":["disconnection"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire Missouri postpones a disconnection for up to twenty-one (21) days if it would aggravate an existing medical emergency of the customer, a family member or another permanent resident. If asked, the person must give reasonable evidence of the necessity.","issues":["disconnection"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire Missouri Cold Weather Rule: no disconnection of residential heating service on a day when the National Weather Service forecast (issued between 6:00 a.m. and 9:00 a.m.) for the next twenty-four (24) hours predicts a temperature below thirty-two degrees Fahrenheit (32F).","issues":["disconnection"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire Missouri Cold Weather Rule payment plan: Spire first offers a twelve (12)-month budget plan covering arrears, current and estimated bills. For a customer who has not defaulted on a Cold Weather Rule plan, the initial payment is no more than twelve percent (12%) of the annual budget amount unless both agree otherwise. A LIHEAP, Utilicare or ECIP pledge for the amount counts as the payment.","issues":["disconnection","payment_assistance"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire Missouri, November 1 through March 31: Spire restores service on an initial payment of the lesser of 50% or $500 of the pre-existing arrears, with reconnection and related fees deferred and the rest on a 12-month plan. A customer threatened with disconnection may keep service by entering this plan. Spire need not offer this more than once every two years, or to a customer who defaulted on such a plan three or more times.","issues":["disconnection","payment_assistance"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire Missouri: on a Cold Weather Rule payment plan, late payment charges are not assessed except for missed plan payments, and no interest is charged on the balance for the deferral period.","issues":["disconnection"],"source":"https://www.spireenergy.com/sites/default/files/2025-03/RulesRegs_Missouri_03052025.pdf","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Set up a payment arrangement or Budget Billing; call 211 for LIHEAP and DollarHelp (Missouri and Alabama).","evidence":["current bill","household income documents","LIHEAP application"],"steps":[{"do":"Set up a payment arrangement or Budget Billing in My Account or through the automated phone system.","channel":"my-account"},{"do":"Apply for LIHEAP. Missouri customers apply at mydss.mo.gov; Alabama customers find their community action agency at adeca.alabama.gov. Reapply every year.","channel":"assistance-page"},{"do":"Call 2-1-1 to find local help, including DollarHelp in Missouri and Alabama. Ask your Spire region about Spire assistance programs."}],"facts":[{"kind":"policy","claim":"Spire's LIHEAP page lists these requirements: responsible for paying home heating and cooling costs, a U.S. citizen or legal resident, $3,000 or less in bank accounts, retirement accounts and investments, and meeting income guidelines. Applicants must reapply each year.","issues":["payment_assistance"],"source":"https://www.spireenergy.com/liheap","last_verified":"2026-10-13"},{"kind":"policy","claim":"DollarHelp is a winter heating bill assistance program for Spire customers in Alabama and Missouri, given through local community action agencies. Call 2-1-1 to find the local agency.","issues":["payment_assistance"],"source":"https://www.spireenergy.com/dollarhelp","last_verified":"2026-10-13"}]}],"known_blockers":["Payment arrangements and Budget Billing need a My Account sign-in (or Spire's automated phone system).","The payment assistance and rates pages load region-specific content dynamically; automated fetches see only navigation.","No Spire damage claim form or claims contact was found on spireenergy.com.","Tennessee customers are billed by Piedmont Natural Gas until 2027."],"official_domains":["spireenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Spire does not request email payments and will never request payment in person.","source":"https://www.spireenergy.com/stop-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire does not request or accept any form of payment at a customer's home or business.","source":"https://spireenergy.com/tuscaloosa-scam-news-release","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire will never ask for payment through cash apps such as Venmo, Zelle, Google Pay or others.","source":"https://www.spireenergy.com/scam-alert-news-release-february-2024","last_verified":"2026-10-13"},{"kind":"policy","claim":"Spire will never ask job candidates for credit card or other financial information, or to buy electronics or gift cards.","source":"https://www.spireenergy.com/stop-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"In Missouri, callers posing as Spire representatives ask for bill payment over the phone (Spire alert dated February 7, 2024).","source":"https://www.spireenergy.com/scam-alert-news-release-february-2024","last_verified":"2026-10-13"},{"kind":"policy","claim":"A person in an orange vest claiming to work for Spire came to a home, threatened to disconnect gas service unless paid immediately, and took a credit card payment on a handheld card device.","source":"https://spireenergy.com/tuscaloosa-scam-news-release","last_verified":"2026-10-13"},{"kind":"policy","claim":"Real Spire email comes from an @SpireEnergy.com address or an authorized contractor's address, not from services such as Hotmail or Gmail. Workers, including contractors, carry a Spire badge.","source":"https://www.spireenergy.com/stop-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"scam-report-alabama-phone","type":"phone","label":"Report a suspicious call or an in-person payment demand (Alabama)","value":"+1-800-292-4008","source":"https://spireenergy.com/tuscaloosa-scam-news-release","last_verified":"2026-10-13"},{"id":"scam-report-eastern-missouri-phone","type":"phone","label":"Verify a suspicious call (hang up and call Spire directly; Eastern Missouri)","value":"+1-800-887-4173","source":"https://www.spireenergy.com/scam-alert-news-release-february-2024","last_verified":"2026-10-13"},{"id":"recruitment-fraud-email","type":"email","label":"Verify a Spire job posting or report recruitment fraud","value":"careers@spireenergy.com","source":"https://www.spireenergy.com/stop-scams","last_verified":"2026-10-13"}]}},{"id":"tampa-electric","name":"Tampa Electric Company","aliases":["Tampa Electric","TECO","TECO Tampa Electric"],"sector":"utility","parent":"Emera Inc.","website":"https://www.tampaelectric.com","account_url":"https://account.tecoenergy.com","notes":"Electric utility for the Tampa Bay area of Florida (the site footer says \"Tampa Electric is an Emera company\"). Account sign-in, online payment and outage reporting use tecoenergy.com subdomains (account.tecoenergy.com, outage.tecoenergy.com). Peoples Gas is a separate natural gas company and is not covered by this file. Regulated by the Florida Public Service Commission (PSC), Office of Consumer Assistance & Outreach, 1-800-342-3552; the PSC says to contact the utility first and to call the PSC if a billing complaint is not resolved. Florida rules for disconnection are in Rule 25-6.105, F.A.C., and Tampa Electric's tariff (Section 5, Rules and Regulations).","channels":[{"id":"customer-care-phone","type":"phone","label":"Customer Care (residential)","value":"+1-888-223-0800","hours":"Mon-Fri 7:30 a.m.-6 p.m.","purposes":["billing_error","bill_increase","disconnection","payment_assistance","poor_service"],"notes":"TTY 711.","source":"https://www.tampaelectric.com/contact/","last_verified":"2026-10-13"},{"id":"business-care-phone","type":"phone","label":"Customer Care (business, commercial or industrial)","value":"+1-866-832-6249","hours":"Mon-Fri 7:30 a.m.-6 p.m.","source":"https://www.tampaelectric.com/contact/","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Report an outage or a downed or damaged power line (call 911 first for a downed line)","value":"+1-877-588-1010","purposes":["service_outage"],"source":"https://www.tampaelectric.com/contact/","last_verified":"2026-10-13"},{"id":"outage-report-online","type":"web_form","label":"Report a power outage online","value":"https://account.tecoenergy.com/outage","purposes":["service_outage"],"notes":"To report an outage you need the phone number, 12-digit account number or 6-digit meter number. Outage map at https://outage.tecoenergy.com/.","source":"https://www.tampaelectric.com/contact/","last_verified":"2026-10-13"},{"id":"residential-contact-form","type":"web_form","label":"Email Customer Care (residential contact form)","value":"https://www.tampaelectric.com/forms/residential/contact/","purposes":["billing_error","poor_service"],"source":"https://www.tampaelectric.com/contact/","last_verified":"2026-10-13"},{"id":"payment-arrangement","type":"portal","label":"Payment Arrangement request (TECO account)","value":"https://account.tecoenergy.com","purposes":["disconnection","payment_assistance"],"access":"login","notes":"Sign in and select Payment Arrangement. Without an online account, register at https://account.tecoenergy.com/Account/Register with the 12-digit account number.","source":"https://www.tampaelectric.com/residential/payment-arrangement/","last_verified":"2026-10-13"},{"id":"payment-assistance","type":"web_form","label":"Payment assistance (LIHEAP, EHEAP, Share program, Due Date Plus)","value":"https://www.tampaelectric.com/residential/payment-assistance/","purposes":["payment_assistance"],"access":"open","source":"https://www.tampaelectric.com/residential/payment-assistance/","last_verified":"2026-10-13"},{"id":"medical-watch-phone","type":"phone","label":"Medical Watch enrollment (life-sustaining electric medical equipment)","value":"+1-813-225-5051","purposes":["disconnection"],"notes":"Eligibility must be certified by a Florida-licensed physician.","source":"https://www.tampaelectric.com/residential/start-service/medical-watch/","last_verified":"2026-10-13"},{"id":"claims-email","type":"email","label":"Customer claims (send the Customer Claim Form and supporting documents)","value":"ClaimsMgmt@tecoenergy.com","purposes":["property_damage_claim","service_outage"],"notes":"Form: https://www.tecoenergy.com/49c6f7/siteassets/files/customerclaims/customerclaimsform.pdf. The PDF is encrypted; the value was read from the decrypted form text.","source":"https://www.tecoenergy.com/49c6f7/siteassets/files/customerclaims/customerclaimsform.pdf","last_verified":"2026-10-13"},{"id":"claims-phone","type":"phone","label":"Claims questions (leave a message)","value":"+1-813-228-1415","purposes":["property_damage_claim"],"source":"https://www.tecoenergy.com/49c6f7/siteassets/files/customerclaims/customerclaimsform.pdf","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"supervisor","channel":"customer-care-phone","note":"Ask for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"residential-contact-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Florida Public Service Commission, Office of Consumer Assistance & Outreach, 1-800-342-3552. The PSC says to contact the utility first and to contact the PSC if you do not hear back in a reasonable time or are not satisfied."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Florida Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Tampa Electric, ask for a free meter test if usage looks wrong, then call the Florida PSC.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with names and reference numbers"],"steps":[{"do":"Call Customer Care, explain the charge and the correct amount. Get a reference number.","channel":"customer-care-phone"},{"do":"If usage looks wrong, ask Tampa Electric to test the meter. You may ask to witness the test and for a PSC representative to witness it.","channel":"customer-care-phone"},{"do":"Put the dispute in writing through the contact form.","channel":"residential-contact-form"},{"do":"If not resolved, call the Florida PSC at 1-800-342-3552."}],"facts":[{"kind":"fee","claim":"The Florida PSC says a customer can ask the utility to test the meter at no cost if it has not been tested within the last 12 months, may witness the test, and may ask for an FPSC representative to witness it. If the meter runs outside Commission limits, the testing cost is refunded.","issues":["billing_error"],"source":"https://www.floridapsc.com/pscfiles/website-files/PDF/publications/consumer/brochure/WhatYouNeedToKnowAboutElectricandNaturalGasService.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"If a billing complaint cannot be resolved with the utility, the Florida PSC says to call its Office of Consumer Assistance & Outreach at 1-800-342-3552.","issues":["billing_error","disconnection","poor_service"],"source":"https://www.floridapsc.com/pscfiles/website-files/PDF/publications/consumer/brochure/WhatYouNeedToKnowAboutElectricandNaturalGasService.pdf","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Tampa Electric bills are due when rendered and become delinquent twenty (20) days after mailing or delivery.","issues":["billing_error","disconnection"],"source":"https://www.tampaelectric.com/4a19ee/siteassets/files/tariff/tariffsection5.pdf","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Florida requires 5 working days' written notice and bars shutoffs from Friday noon to Monday 8 a.m.; a certified Medically Essential Service customer gets up to 30 more days.","evidence":["delinquency notice","account balance","physician's certificate for medically essential service"],"steps":[{"do":"Before the disconnection date, request a payment arrangement online or call Customer Care.","channel":"payment-arrangement"},{"do":"If someone at home depends on continuously operating electric medical equipment, ask Tampa Electric for Medically Essential Service certification by a Florida-licensed physician, and enroll in Medical Watch.","channel":"medical-watch-phone"},{"do":"Apply for LIHEAP, EHEAP or the Share program.","channel":"payment-assistance"},{"do":"If Tampa Electric will not help, call the Florida PSC before the disconnection date."}],"facts":[{"kind":"deadline","claim":"Rule 25-6.105(5)(g), F.A.C. requires at least 5 working days' written notice before discontinuance for nonpayment, separate from any bill. A customer may name a third party to receive a copy of the delinquency notice.","issues":["disconnection"],"source":"https://www.flrules.org/gateway/readFile.asp?sid=0&tid=1463165&type=1&file=25-6.105.doc","last_verified":"2026-10-13"},{"kind":"policy","claim":"Rule 25-6.105(10), F.A.C. bars disconnecting non-commercial service from 12:00 noon on Friday to 8:00 a.m. Monday, and from 12:00 noon the day before a holiday (New Year's Day, Memorial Day, July 4, Labor Day, Thanksgiving, Christmas) to 8:00 a.m. the next working day, except for hazards, tampering, fraud or at the customer's request.","issues":["disconnection"],"source":"https://www.flrules.org/gateway/readFile.asp?sid=0&tid=1463165&type=1&file=25-6.105.doc","last_verified":"2026-10-13"},{"kind":"policy","claim":"Tampa Electric tariff 2.14.1 (Sheet 5.161): a residential customer whose electric service is medically essential, certified by a Florida-licensed doctor of medicine, gets a limited extension of up to thirty (30) days beyond the normal disconnection date, with written notice of the new date. The customer must make payment arrangements or other arrangements for the medical needs in that time. Recertification may be required no more than once every 12 months.","issues":["disconnection"],"source":"https://www.tampaelectric.com/4a19ee/siteassets/files/tariff/tariffsection5.pdf","last_verified":"2026-10-13"},{"kind":"process","claim":"For a Medically Essential Service customer, Tampa Electric must try to phone by 12 noon the day before a scheduled disconnection; if it cannot reach an adult, a field representative visits by 4 PM that day, and may leave written notice and then disconnect on the scheduled date.","issues":["disconnection"],"source":"https://www.tampaelectric.com/4a19ee/siteassets/files/tariff/tariffsection5.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Tampa Electric's Medical Watch gives advance notice of scheduled maintenance outages and of possible interruption for unpaid bills, but does not provide priority restoration, prevent interruption for non-payment or guarantee continuous service.","issues":["disconnection"],"source":"https://www.tampaelectric.com/residential/start-service/medical-watch/","last_verified":"2026-10-13"},{"kind":"policy","claim":"An account may not qualify for a payment arrangement if it already has one, is three or more months past due, is scheduled for disconnection or already disconnected, has an unsatisfied returned payment, or has not honored past arrangements. Arrangement payments are due by 5 p.m. Eastern on the agreed date, and terms cannot be renegotiated.","issues":["disconnection","payment_assistance"],"source":"https://www.tampaelectric.com/residential/payment-arrangement/","last_verified":"2026-10-13"},{"kind":"policy","claim":"If service is interrupted for nonpayment, Tampa Electric restores it after the full past-due balance is paid; additional fees may apply.","issues":["disconnection"],"source":"https://www.tampaelectric.com/residential/payment-arrangement/","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Ask for a payment arrangement online, apply for LIHEAP or EHEAP, contact a Share program partner, and ask for Due Date Plus on a fixed income.","evidence":["current bill","12-digit account number","household income"],"steps":[{"do":"Request a payment arrangement online for an immediate decision.","channel":"payment-arrangement"},{"do":"Apply for LIHEAP (floridajobs.org) or, with a resident aged 60 or older, EHEAP; or contact a Share program partner (Metropolitan Ministries, The Salvation Army, Catholic Charities Diocese of St. Petersburg).","channel":"payment-assistance"},{"do":"If you live on Social Security, disability or retirement payments, ask for Due Date Plus.","channel":"customer-care-phone"}],"facts":[{"kind":"limit","claim":"Tampa Electric's assistance page says LIHEAP helps eligible Florida households with incomes from $32,155 to $85,335 depending on household size, and EHEAP serves households with a resident 60 or older at or below 150% of the Federal Poverty Guidelines.","issues":["payment_assistance"],"source":"https://www.tampaelectric.com/residential/payment-assistance/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Due Date Plus aligns the due date with Social Security, disability, retirement or other support payments; qualified customers get up to 52 extra days to pay.","issues":["payment_assistance"],"source":"https://www.tampaelectric.com/residential/payment-assistance/","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report the outage online or by phone; Tampa Electric's tariff limits its liability for interruptions.","evidence":["outage start and end times","account or meter number"],"steps":[{"do":"Report the outage online or call 877-588-1010.","channel":"outage-report-online"}],"facts":[{"kind":"policy","claim":"Tampa Electric tariff 2.2.2 (Sheet 5.080): the company uses reasonable diligence to provide continuous service and is not liable for damages from causes beyond its control or from its negligence, including complete or partial interruption, voltage fluctuations or delay in restoring service. Section 2.2.3 excludes liability for damage caused by hurricanes, storms, heat waves, lightning, freezes or other acts of God.","issues":["service_outage","property_damage_claim"],"source":"https://www.tampaelectric.com/4a19ee/siteassets/files/tariff/tariffsection5.pdf","last_verified":"2026-10-13"}]},{"issue":"property_damage_claim","summary":"Email the Customer Claim Form with photos and repair or replacement estimates; keep the items until the claim is settled.","evidence":["photos","repair estimates for large appliances","a licensed technician's non-repair statement if needed","replacement estimates","serial numbers and ages of items","account and meter numbers"],"steps":[{"do":"Download the Customer Claim Form and list each damaged item with year, brand, model, serial number, age and cost.","channel":"claims-email"},{"do":"Send the form, photos and estimates to ClaimsMgmt@tecoenergy.com. Do not discard items until the claim is settled.","channel":"claims-email"},{"do":"For questions, leave a message on the claims line.","channel":"claims-phone"},{"do":"If the claim is denied and you disagree, ask for the reason in writing and call the Florida PSC."}],"facts":[{"kind":"process","claim":"Tampa Electric's claim form requires a repair estimate for large items (A/C, washers and dryers, refrigerators), a licensed technician's non-repair statement plus a comparable replacement estimate if an item cannot be repaired, and a replacement estimate for other items. The claimant certifies the expenses were not reimbursed by anyone else, including insurance.","issues":["property_damage_claim"],"source":"https://www.tecoenergy.com/49c6f7/siteassets/files/customerclaims/customerclaimsform.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Damage behind the meter covered by Tampa Electric's Zap Cap surge protection is not processed by Tampa Electric; the customer claims with the equipment manufacturer (Meter Treater, Inc. for the primary unit).","issues":["property_damage_claim"],"source":"https://www.tampaelectric.com/residential/start-service/surge-protection/warrantiesandclaims/","last_verified":"2026-10-13"}]}],"known_blockers":["Payment arrangements and online payment need a TECO account sign-in at account.tecoenergy.com.","The claim form PDF and the tariff PDFs are encrypted; some automated readers cannot extract their text.","The scam page's \"Report a Scam\" link has no address in the fetched page; use Customer Care to verify or report."],"official_domains":["tampaelectric.com","tecoenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Tampa Electric says it will never call to ask for credit or debit card information.","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Tampa Electric does not visit or call customers offering unsolicited deals or discounts. Employees and contractors must carry photo ID cards.","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Tampa Electric's official payment site is TECOaccount.com (account.tecoenergy.com).","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Tampa Electric employees, say the account is past due, threaten to shut off power unless paid immediately, and demand prepaid cards, wire transfers, cryptocurrency, gift cards or a payment app. They may spoof caller ID.","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Callers or texters claim an outage at the address and demand immediate cash card or gift card payment before restoring power.","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake payment websites use misspelled addresses or confusing subdomains and appear in sponsored search ads. Scammers also claim to offer a special or flat rate.","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-customer-care","type":"phone","label":"Verify a caller or employee, or report a scam (Customer Care)","value":"+1-888-223-0800","notes":"The page also says to report scams to local law enforcement or Crime Stoppers at 800-873-TIPS.","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"},{"id":"report-scam-crime-stoppers","type":"phone","label":"Crime Stoppers (800-873-TIPS), named on Tampa Electric's scam page","value":"+1-800-873-8477","source":"https://www.tampaelectric.com/scam/","last_verified":"2026-10-13"}]}},{"id":"txu-energy","name":"TXU Energy","aliases":["TXU","TXU Energy Retail Company"],"sector":"utility","parent":"Vistra","website":"https://www.txu.com","notes":"Retail electric provider (REP) in the Texas competitive market, PUCT certificate No. 10004. TXU bills the customer, but the local transmission and distribution utility (TDU), such as Oncor, CenterPoint, AEP Texas or TNMP, owns the wires and meters and handles outages. Texas complaint path differs from other states: complain to TXU first; TXU must investigate and report within 21 days; ask for a supervisory review (answer within 10 business days); then complain to the Public Utility Commission of Texas or the Texas Attorney General Consumer Protection Division. While an informal billing complaint is pending at the PUCT, TXU may not start collection or disconnection on the disputed part of the bill. Contract terms are in the Terms of Service Agreement (TOSA), the Electricity Facts Label (EFL) and Your Rights as a Customer (YRAC).","channels":[{"id":"residential-phone","type":"phone","label":"Residential customer service","value":"+1-866-278-4898","hours":"24/7","purposes":["billing_error","bill_increase","cancel_service","disconnection","deposit_refund","poor_service"],"source":"https://www.txu.com/help/support/contact-us","last_verified":"2026-10-12"},{"id":"customer-assistance-phone","type":"phone","label":"Customer assistance and payment assistance (also for 3-day rescission)","value":"+1-800-242-9113","hours":"24/7","purposes":["billing_error","disconnection","cancel_service","deposit_refund"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"id":"email-form","type":"web_form","label":"Residential \"Email us\" form","value":"https://www.txu.com/help/support/contact-us/email-form","purposes":["billing_error","bill_increase","cancel_service","poor_service"],"source":"https://www.txu.com/help/support/contact-us","last_verified":"2026-10-12"},{"id":"customer-email","type":"email","label":"Customer service email (also for 3-day rescission)","value":"txuenergy@txu.com","purposes":["billing_error","cancel_service","deposit_refund"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"id":"executive-email","type":"email","label":"Executive feedback","value":"txuexec@txu.com","purposes":["billing_error","bill_increase","cancel_service","disconnection","poor_service"],"notes":"TXU says issues sent here get a response within 1 business day.","source":"https://www.txu.com/help/support/contact-us","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"TXU Energy mailing address","value":"TXU Energy, P.O. Box 650764, Dallas, TX 75265-0764","purposes":["billing_error","cancel_service","deposit_refund"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"id":"energy-aid-email","type":"email","label":"TXU Energy Aid bill-payment assistance","value":"energyaid@txu.com","purposes":["disconnection"],"notes":"Or call 2-1-1 or visit 211texas.org.","source":"https://www.txu.com/why-txu-energy/txu-energy-aid","last_verified":"2026-10-12"},{"id":"payment-assistance-page","type":"portal","label":"Payment assistance options (payment extension, deferred payment plan)","value":"https://www.txu.com/help/billing-payments/payment-assistance","purposes":["disconnection"],"source":"https://www.txu.com/help/billing-payments/payment-assistance","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"residential-phone"},{"rung":"supervisor","note":"Ask for a supervisory review; TXU must answer within 10 business days."},{"rung":"written_complaint","channel":"executive-email"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Utility Commission of Texas. TXU must first have had the complaint; it must investigate within 21 days."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Texas Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Dispute with TXU (21-day investigation), ask for a supervisory review, then file with the PUCT; meter tests go through TXU to the TDU.","evidence":["the bill","EFL for the plan","meter readings","notes of each contact"],"steps":[{"do":"Contact TXU with the disputed charge and ask for an investigation.","channel":"residential-phone"},{"do":"If you doubt the meter, ask TXU to request a meter test from the TDU."},{"do":"If not satisfied, ask for a supervisory review."},{"do":"Then file a complaint with the PUCT. Keep paying the undisputed part of the bill."}],"facts":[{"kind":"deadline","claim":"The REP must investigate a complaint and report the results within 21 days. A supervisory review must be answered within 10 business days.","issues":["billing_error","poor_service"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"While an informal billing complaint is pending at the PUCT, the REP may not start collection or disconnection or report the disputed amount to a credit bureau; it may still disconnect after notice for the undisputed part.","issues":["billing_error","disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"A customer may request a meter test through the REP. If the meter was tested more than once in four years and works properly, the customer may be charged the TDU's approved fee for the extra test.","issues":["billing_error"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If charges are found unauthorized, the REP must remove them and refund or credit the money within 45 days.","issues":["billing_error"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment extension or deferred payment plan; Texas rules require a 10-day notice and protect critical care customers and extreme weather days.","evidence":["disconnection notice","account number","physician statement for critical care"],"steps":[{"do":"Call payment assistance before the disconnection date. Ask for a payment extension (up to the next bill's due date) or a deferred payment plan.","channel":"customer-assistance-phone"},{"do":"If an energy assistance agency will pay, have it send a pledge to TXU before the final due date.","channel":"energy-aid-email"},{"do":"If someone at home depends on electric life-support equipment, have the physician call and write to TXU confirming Critical Care status, and sign a deferred payment plan."},{"do":"If TXU will not agree, complain to the PUCT before the disconnection date."}],"facts":[{"kind":"deadline","claim":"The REP must issue a written disconnection notice at least 10 days before the disconnection date, mailed no earlier than the day after the bill's due date. Critical Care and Chronic Condition households get written notice at least 21 days before.","issues":["disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The REP may not disconnect for nonpayment during an extreme weather emergency, or when an energy assistance provider will send enough payment by the final due date and the customer has paid or arranged the rest.","issues":["disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"A Critical Care Residential Customer is protected from disconnection for nonpayment for 63 days from the bill's issue date, if the physician contacts the REP, sends a written statement, and the customer enters a deferred payment plan.","issues":["disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"TXU may charge a Disconnect Notice Fee of up to $20 per notice, and a Disconnect Recovery Charge of up to $30 if the bill is not paid before the disconnection date.","issues":["disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"A TXU payment extension does not change the monthly due date and cannot go past the next bill's due date; late and notice fees may still apply.","issues":["disconnection"],"source":"https://www.txu.com/help/billing-payments/payment-assistance","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Month-to-month plans cancel free; term plans owe the early cancellation fee on the EFL unless you move, cancel within 14 days of a terms-change notice, or cancel within 14 days of expiration.","evidence":["EFL with the early cancellation fee","contract end date","proof of move and forwarding address","any notice of changed terms"],"steps":[{"do":"Check the EFL \"Disclosure Chart\" for the early cancellation fee and the contract end date."},{"do":"If you are moving, give TXU evidence of the move and a forwarding address so no fee is charged.","channel":"residential-phone"},{"do":"If you just switched to TXU, rescind before midnight of the 3rd federal business day after receiving the TOSA, by phone, fax or email, and state that you rescind under the 3-day right of rescission.","channel":"customer-email"},{"do":"Dispute any early cancellation fee charged despite an exception, then complain to the PUCT."}],"facts":[{"kind":"policy","claim":"TXU charges no early cancellation fee if the customer moves and gives evidence of the move and a forwarding address, terminates within 14 days after TXU sends a notice of changed terms, or terminates within 14 days of the contract's expiration date.","issues":["cancel_service"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"The early cancellation fee for a TXU contract is shown in the Disclosure Chart of the plan's EFL. Month-to-month contracts have no early cancellation fee.","issues":["cancel_service"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A customer switching to TXU may rescind without fees before midnight of the 3rd federal business day after first receiving the TOSA, by calling 1-800-242-9113, faxing 1-800-232-9488 or emailing txuenergy@txu.com.","issues":["cancel_service"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If TXU terminates the contract after a disconnection, it may charge the early cancellation fee in the EFL.","issues":["cancel_service","disconnection"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Variable-price plans can change price without notice after the first bill; fixed-rate plans change only for pass-through charges, and an expired fixed plan rolls to month-to-month.","evidence":["EFL","contract expiration notices","bills before and after the increase"],"steps":[{"do":"Check the EFL to see whether the plan is fixed, indexed or variable."},{"do":"If a fixed-rate price went up for a reason other than TDU, ERCOT or regulatory charges, dispute it as a billing error.","channel":"residential-phone"},{"do":"If a fixed plan expired and rolled to a month-to-month default product, choose a new plan; month-to-month plans can be left without a cancellation fee."}],"facts":[{"kind":"policy","claim":"Variable price products have a term of 31 days or less. After the first billing cycle, the price may vary without advance notice by a method the provider sets.","issues":["bill_increase"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fixed rate products have a term of at least three months, and their price may change during the term only for actual changes in TDU charges, ERCOT or Texas Regional Entity fees, or new laws or regulatory charges.","issues":["bill_increase"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a fixed rate product longer than four months, TXU sends three expiration notices and the final one at least 30 days before expiration. With no action, service continues on a TXU month-to-month default renewal product.","issues":["bill_increase"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"TXU refunds the deposit with interest after 12 consecutive on-time months, or when the account closes.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"After 12 on-time payments, ask TXU to credit the deposit plus interest.","channel":"residential-phone"},{"do":"After closing, check that the deposit plus interest, less the final balance, was refunded."}],"facts":[{"kind":"policy","claim":"After 12 consecutive months of bills paid in full with no late payments, TXU refunds the deposit and accrued interest as a bill credit. On account closure, it refunds the deposit and interest after deducting any balance owed.","issues":["deposit_refund"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"A TXU deposit is not more than the greater of one-fifth of the expected annual bill or the expected bill for the next two months.","issues":["deposit_refund"],"source":"https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"TXU says it may waive the deposit for customers who are 55 or older, victims of family violence with a prescribed letter, and medically indigent customers with proof. A deposit can be split into two equal installments.","issues":["deposit_refund"],"source":"https://www.txu.com/help/support/deposits","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages to the TDU, not to TXU.","evidence":["service address","ESI ID","outage start time"],"steps":[{"do":"Call the TDU for the area: Oncor 1-888-313-4747, CenterPoint 1-800-332-7143 or 713-207-2222, AEP Texas 1-866-223-8508, TNMP 1-888-866-7456."}],"facts":[{"kind":"contact","claim":"TXU says the TDU maintains the power lines and restores power, and outages should be reported to the local TDU.","issues":["service_outage"],"source":"https://www.txu.com/help/support/power-outage","last_verified":"2026-10-12"}]}],"known_blockers":["The TOSA used here is version TOSARESENT032022E (2022) and the YRAC is TXUEYRAC082023A; the plan's own EFL and TOSA control.","Payment arrangements and plan changes need the account holder or sign-in."],"official_domains":["txu.com"],"security":{"never_asks":[{"kind":"policy","claim":"TXU Energy phone agents never ask you to buy a prepaid card and call back with the information, and never call to demand immediate payment under threat of shutoff.","source":"https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"TXU Energy phone agents never ask you to confirm personal information beyond the last four digits of your Social Security number.","source":"https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"TXU Energy in-person agents never ask for or accept cash, credit cards, bank account numbers or any payment, and never ask to come inside your home or to see a driver's license or Social Security number.","source":"https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"TXU Energy will never ask for personal information in an email, or ask you to update your information other than through txu.com or a Customer Care representative.","source":"https://www.txu.com/fraud-awareness/suspicious-email-alert","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Phishing emails claim to be from TXU Energy and ask the reader to click a link or give personal information.","source":"https://www.txu.com/fraud-awareness/suspicious-email-alert","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers create fake retail electric websites and social media pages that sign people up for unrealistic prices such as $75 every 30 days. Check a provider's certification on the Public Utility Commission of Texas site.","source":"https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself","last_verified":"2026-10-12"},{"kind":"policy","claim":"Identity thieves open TXU Energy accounts in another person's name.","source":"https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself","last_verified":"2026-10-12"}],"report_phishing":[{"id":"fraud-email","type":"email","label":"Forward suspicious TXU Energy emails","value":"fraudgroup@txu.com","source":"https://www.txu.com/fraud-awareness/suspicious-email-alert","last_verified":"2026-10-12"},{"id":"customer-protection-email","type":"email","label":"TXU Energy Customer Protection (identity theft and utility fraud)","value":"customerprotection@txu.com","source":"https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself","last_verified":"2026-10-12"},{"id":"customer-protection-phone","type":"phone","label":"TXU Energy Customer Protection (identity theft and utility fraud)","value":"+1-877-460-7060","hours":"Mon-Fri 8 a.m.-5 p.m.","source":"https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself","last_verified":"2026-10-12"},{"id":"verify-agent-phone","type":"phone","label":"Confirm the identity of a TXU Energy in-person agent","value":"+1-855-979-1151","source":"https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx","last_verified":"2026-10-12"}]}},{"id":"washington-gas","name":"Washington Gas Light Company","aliases":["Washington Gas","WGL","Washington Gas Light","washgas"],"sector":"utility","parent":"WGL Holdings (AltaGas Ltd.)","website":"https://www.washingtongas.com","account_url":"https://my.washingtongas.com/portal/","notes":"Natural gas utility for Washington, D.C., suburban Maryland and Northern Virginia, plus the Shenandoah Valley of Virginia (separate phone line). Regulated by the Public Service Commission of the District of Columbia, the Maryland Public Service Commission and the Virginia State Corporation Commission (Division of Public Utility Regulation). Customers who buy gas from a third-party supplier still call Washington Gas for leaks, service and delivery charges.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service and billing (844-WASHGAS)","value":"+1-844-927-4427","hours":"Mon 8 a.m.-8 p.m., Tue-Fri 8 a.m.-6 p.m., Sat 8 a.m.-5 p.m. (except major holidays)","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","property_damage_claim","poor_service"],"notes":"The contact page also shows \"Monday - Friday 8 a.m. to 6 p.m.\" for customer service in another tab. Self-service payment plans are option 2.","source":"https://www.washingtongas.com/get-assistance/contact","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Gas emergency line (844-WASHGAS, select option 1); for a suspected leak, leave and call 911 first","value":"+1-844-927-4427","hours":"24/7","purposes":["service_outage"],"source":"https://www.washingtongas.com/get-assistance/contact","last_verified":"2026-10-13"},{"id":"shenandoah-phone","type":"phone","label":"Shenandoah Valley, Virginia customers","value":"+1-800-566-7436","notes":"The contact page also lists 540-869-1111.","source":"https://www.washingtongas.com/get-assistance/contact","last_verified":"2026-10-13"},{"id":"customer-support-email","type":"email","label":"Customer support email (not for gas emergencies)","value":"customersupport@washgas.com","purposes":["billing_error","poor_service"],"source":"https://www.washingtongas.com/get-assistance/contact","last_verified":"2026-10-13"},{"id":"customer-support-form","type":"web_form","label":"Customer support online form","value":"https://eservice.washgas.com/Pages/CustomerSupport.aspx","purposes":["billing_error","poor_service"],"source":"https://www.washingtongas.com/get-assistance/contact","last_verified":"2026-10-13"},{"id":"customer-care-mail","type":"mail","label":"Billing and account inquiries by mail","value":"Washington Gas, Attn. Customer Care, 6801 Industrial Road, Springfield, VA 22151","purposes":["billing_error","disconnection","poor_service"],"notes":"Payments go to Washington Gas, P.O. Box 37747, Philadelphia, PA 19101-5047.","source":"https://www.washingtongas.com/get-assistance/contact","last_verified":"2026-10-13"},{"id":"damage-claim-form","type":"web_form","label":"Damage Claim Form","value":"https://www.washingtongas.com/services/current-customers/damage-claims","purposes":["property_damage_claim"],"source":"https://www.washingtongas.com/services/current-customers/damage-claims","last_verified":"2026-10-13"},{"id":"payment-plan-form","type":"portal","label":"Installment payment plan application","value":"https://washingtongas.com/payment-plan","purposes":["payment_assistance","disconnection"],"notes":"Also available by signing in to My Account, in the My Washington Gas app, or by calling 844-WASHGAS and choosing self-service option 2.","source":"https://www.washingtongas.com/billing-and-payment/payments/payment-plans","last_verified":"2026-10-13"},{"id":"energy-assistance-email","type":"email","label":"Energy assistance questions (all jurisdictions; phone 703-750-4406)","value":"EAP@washgas.com","purposes":["payment_assistance"],"source":"https://www.washingtongas.com/get-assistance/energy-assistance","last_verified":"2026-10-13"},{"id":"dc-amp-phone","type":"phone","label":"DC Arrearage Management Program hotline (email DCAMP@washgas.com)","value":"+1-703-750-4399","purposes":["payment_assistance"],"notes":"Mail: P.O. Box 57000, Springfield, VA 22150-7000.","source":"https://www.washingtongas.com/get-assistance/energy-assistance","last_verified":"2026-10-13"},{"id":"medical-certification-page","type":"web_form","label":"Medical Certification Program forms (D.C., Maryland and Virginia forms)","value":"https://www.washingtongas.com/get-assistance/medical-certification-program","purposes":["disconnection"],"source":"https://www.washingtongas.com/get-assistance/medical-certification-program","last_verified":"2026-10-13"},{"id":"outage-map","type":"portal","label":"Outage information map","value":"https://activitymaps.washingtongas.com/","purposes":["service_outage"],"source":"https://www.washingtongas.com/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"The payment plans page says to contact a Customer Advocate for arrangements beyond 12 months. Otherwise ask for a supervisor."},{"rung":"written_complaint","channel":"customer-care-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"DC: Public Service Commission of the District of Columbia, (202) 626-5120. Maryland: Maryland Public Service Commission, (410) 767-8000 or 1-800-492-0474. Virginia: State Corporation Commission, Division of Public Utility Regulation, 1-800-552-7945 (the SCC suggests first trying to resolve the concern with the utility; call at once if service is being disconnected)."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Attorney General of the District of Columbia, Maryland or Virginia, by service address."}],"playbooks":[{"issue":"billing_error","summary":"Raise the bill with Washington Gas by phone, form or letter, then go to the commission for your jurisdiction.","evidence":["the disputed bill","earlier bills","meter photos with dates","supplier name on the bill","call notes with reference numbers"],"steps":[{"do":"Call customer service and ask for a review of the charge. Get a reference number.","channel":"customer-service-phone"},{"do":"If not resolved, send the details through the online form or by mail.","channel":"customer-support-form"},{"do":"If a third-party supplier you did not choose appears on the bill, dispute it as slamming with Washington Gas and the commission."},{"do":"Escalate to the DC PSC, the Maryland PSC or the Virginia SCC."}],"facts":[{"kind":"process","claim":"The Virginia SCC suggests that customers first attempt to resolve concerns with the utility before filing a complaint with its Division of Public Utility Regulation (1-800-552-7945).","issues":["billing_error","disconnection"],"source":"https://www.scc.virginia.gov/consumers/public-utility/utility-complaints/","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Ask for an installment plan (no down payment); a medical certification postpones disconnection 30 days.","evidence":["termination notice","account number","medical certification form","energy assistance approval if any"],"steps":[{"do":"Call 844-WASHGAS at once, or apply online for an installment plan.","channel":"payment-plan-form"},{"do":"If a household member has a serious medical condition, have a licensed physician, certified nurse practitioner or physician assistant complete the form for your jurisdiction.","channel":"medical-certification-page"},{"do":"Apply for energy assistance (DC DOEE, Maryland OHEP, Virginia VEAP) and the Washington Area Fuel Fund.","channel":"energy-assistance-email"},{"do":"If no arrangement is reached, contact the commission for your jurisdiction before the termination date."}],"facts":[{"kind":"policy","claim":"Washington Gas postpones disconnection for 30 days on receipt of a Medical Certification form from a residential customer, certified by a licensed physician, certified nurse practitioner or physician assistant. During the 30 days the customer must enroll in an installment plan or pay the outstanding balance.","issues":["disconnection"],"source":"https://www.washingtongas.com/get-assistance/medical-certification-program","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Virginia: Washington Gas sends a written notice of termination at least 14 days before the scheduled termination date (except for emergencies or suspected meter tampering). The past-due amount must be paid on or before the termination date.","issues":["disconnection"],"source":"https://www.washingtongas.com/billing-and-payment/termination-policy-statement","last_verified":"2026-10-13"},{"kind":"policy","claim":"Washington Gas installment plans run up to 12 months, or 24 months for customers receiving energy assistance, with no down payment, and prevent further credit action while the customer keeps the agreement.","issues":["disconnection","payment_assistance"],"source":"https://www.washingtongas.com/billing-and-payment/payments/payment-plans","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Installment and budget plans for everyone; jurisdiction programs (DC RES/UDP and AMP, Maryland MEAP and USPP, Virginia VEAP) and the Washington Area Fuel Fund for eligible households.","evidence":["current bill","household income documents","energy assistance approval letters"],"steps":[{"do":"Apply for an installment plan or the Budget Plan online, in the app or by phone.","channel":"payment-plan-form"},{"do":"DC: check eligibility with DOEE (311 or doee.dc.gov/energyassistance); DOEE-approved customers are enrolled in the Arrearage Management Program automatically.","channel":"dc-amp-phone"},{"do":"Maryland: apply for MEAP through the Office of Home Energy Programs, 800-332-6347. Virginia: apply for VEAP through 211 or 1-800-230-6977."},{"do":"Ask about the Washington Area Fuel Fund for supplemental heating help.","channel":"energy-assistance-email"}],"facts":[{"kind":"policy","claim":"DC Arrearage Management Program: accounts go on a 12-month Budget Plan; 1/12 of the arrearage at enrollment is forgiven each month the current budget bill is paid on time, and the full arrearage after 12 months. A past-due balance over $3,000 must first be reduced to $3,000 or less.","issues":["payment_assistance"],"source":"https://www.washingtongas.com/get-assistance/energy-assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"DC Residential Essential Service (Utility Discount Program): DOEE-certified customers who heat mainly with natural gas get a 50% discount on the monthly Customer Charge during the non-winter season (May to October).","issues":["payment_assistance"],"source":"https://www.washingtongas.com/get-assistance/energy-assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"Maryland Utility Service Protection Program (USPP): begins the first week of November for MEAP-eligible residential customers; participants must enroll in a year-round, even monthly budget billing program.","issues":["payment_assistance","disconnection"],"source":"https://www.washingtongas.com/get-assistance/energy-assistance","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Washington Gas Budget Plan spreads winter heating costs over 12 months; a late or missed payment may remove the customer from the plan and make the full balance due.","issues":["payment_assistance"],"source":"https://www.washingtongas.com/billing-and-payment/payments/payment-plans","last_verified":"2026-10-13"}]},{"issue":"property_damage_claim","summary":"File the online Damage Claim Form with photos and receipts as soon as possible after the incident.","evidence":["photos of the damage","invoices or receipts for repairs or replacements","date and location of the incident"],"steps":[{"do":"Complete and submit the Damage Claim Form online. Include photos and repair invoices or receipts.","channel":"damage-claim-form"},{"do":"If you already made repairs, still file and include photos of the original damage and copies of receipts."},{"do":"If you get no answer, call customer service with the claim details.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Washington Gas states there is no strict deadline for a damage claim but recommends submitting as soon as possible after the incident; an initial response comes within 48-72 hours after submission.","issues":["property_damage_claim"],"source":"https://www.washingtongas.com/services/current-customers/damage-claims","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"For a suspected gas leak, leave and call 911, then the emergency line; check gas outages on the outage map.","evidence":["service address","time the problem started"],"steps":[{"do":"If you smell gas, leave the area, call 911 from a safe place, then call 844-WASHGAS and select option 1.","channel":"gas-emergency-phone"},{"do":"Check planned and unplanned gas outages on the outage information map.","channel":"outage-map"}]}],"known_blockers":["Online payment plans and account changes need sign-in to My Account (my.washingtongas.com) or the app.","The damage claim form is embedded in the damage claims page itself; there is no separate form URL."],"official_domains":["washingtongas.com","washgas.com","wgl.com"],"security":{"never_asks":[{"kind":"policy","claim":"Washington Gas says it will never demand payment over the phone or ask customers to buy a prepaid debit card to pay the bill.","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Washington Gas says customers will never be asked for a bank account number or credit card information over the phone.","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Washington Gas says it does not communicate with customers by text message and does not market its gas service through phone calls or texts.","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Washington Gas says it will never ask for sensitive information by email.","source":"https://www.washingtongas.com/security-policy","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Messages demand that the customer pay the gas bill immediately or have service disconnected.","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers ask customers to pay the bill in bitcoin; Washington Gas says utilities do not accept bitcoin.","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Telemarketers or door-to-door sellers offer gifts, lower rates or better service to switch gas supplier, or switch the supplier without permission (slamming).","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a contact (844-WASHGAS)","value":"+1-844-927-4427","source":"https://www.washingtongas.com/media-center/tips-to-avoid-scams","last_verified":"2026-10-13"}]}},{"id":"we-energies","name":"We Energies","aliases":["WE Energies","We-Energies"],"sector":"utility","parent":"WEC Energy Group","website":"https://www.we-energies.com","account_url":"https://www.we-energies.com/secure/auth/l/acct/summary_accounts","notes":"Electric and natural gas utility in Wisconsin and Michigan's Upper Peninsula. Wisconsin customers are regulated by the Public Service Commission of Wisconsin (PSC); Michigan customers by the Michigan Public Service Commission. The Wisconsin rules below come from the PSC's Utility Customer Bill of Rights and General FAQ pages.","channels":[{"id":"residential-phone","type":"phone","label":"Residential customer service","value":"+1-800-242-9137","hours":"24 hours a day","purposes":["billing_error","bill_increase","disconnection","payment_assistance","deposit_refund","poor_service"],"source":"https://www.we-energies.com/secure/ssl/contact","last_verified":"2026-10-13"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-714-7777","source":"https://www.we-energies.com/secure/ssl/contact","last_verified":"2026-10-13"},{"id":"payment-arrangements-phone","type":"phone","label":"Payment arrangements and energy assistance","value":"+1-800-842-4565","hours":"Automated self-service 24/7; representatives Mon-Fri 8 a.m.-5 p.m.","purposes":["payment_assistance","disconnection"],"notes":"The page says self-service arrangements offer the same terms as calling a representative.","source":"https://www.we-energies.com/payment-bill/assistance","last_verified":"2026-10-13"},{"id":"outage-phone","type":"phone","label":"Electric outage and downed power lines (call 911 for a downed line too)","value":"+1-800-662-4797","hours":"24/7","purposes":["service_outage"],"source":"https://www.we-energies.com/services/outages","last_verified":"2026-10-13"},{"id":"gas-emergency-phone","type":"phone","label":"Natural gas leak or damaged gas line (leave the area first)","value":"+1-800-261-5325","hours":"24/7","source":"https://www.we-energies.com/services/outages","last_verified":"2026-10-13"},{"id":"email-form","type":"web_form","label":"Email customer service (questions, comments, concerns; not for emergencies or outages)","value":"https://www.we-energies.com/secure/ssl/contact-email","purposes":["billing_error","poor_service","deposit_refund"],"notes":"Response in 1 to 2 business days.","source":"https://www.we-energies.com/secure/ssl/contact","last_verified":"2026-10-13"},{"id":"vp-customer-service-form","type":"web_form","label":"Vice president - customer service (feedback or unresolved service problem)","value":"https://www.we-energies.com/secure/ssl/contact_svp.aspx","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.we-energies.com/secure/ssl/contact","last_verified":"2026-10-13"},{"id":"customer-service-mail","type":"mail","label":"Customer service by mail","value":"We Energies, Attn: Customer service, PO Box 2046, Milwaukee, WI 53201-2046","purposes":["billing_error","poor_service"],"notes":"Bill payments go to We Energies, PO Box 1125, Glenview, IL 60025-8125.","source":"https://www.we-energies.com/secure/ssl/contact","last_verified":"2026-10-13"},{"id":"payment-arrangements-online","type":"portal","label":"Online payment arrangements","value":"https://www.we-energies.com/UpdateAccount/update/arrangement_terms","purposes":["payment_assistance","disconnection"],"source":"https://www.we-energies.com/payment-bill/arrangements","last_verified":"2026-10-13"},{"id":"outage-status","type":"portal","label":"Check status or report an outage online","value":"https://www.we-energies.com/OutageManagement/Status/CurrentOutage","purposes":["service_outage"],"notes":"We Energies cannot accept text messages or email for outages or emergencies.","source":"https://www.we-energies.com/services/outages","last_verified":"2026-10-13"},{"id":"outage-map","type":"portal","label":"Outage map","value":"https://www.we-energies.com/OutageSummary/view/outagegrid","purposes":["service_outage"],"source":"https://www.we-energies.com/services/outages","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"residential-phone"},{"rung":"supervisor","channel":"residential-phone"},{"rung":"written_complaint","channel":"email-form"},{"rung":"executive","channel":"vp-customer-service-form","note":"We Energies lists a Vice president - customer service form for unresolved service problems."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Public Service Commission of Wisconsin, Consumer Affairs, 1-800-225-7729 (Mon-Fri 7:45 a.m.-4:30 p.m.). The PSC says you must first try to resolve the dispute directly with the utility. Michigan customers: Michigan Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Wisconsin Department of Justice (Attorney General); Michigan Attorney General for Michigan customers."}],"playbooks":[{"issue":"billing_error","summary":"Contact We Energies first by phone or email form, then the VP customer service form, then the Wisconsin PSC; backbilling is limited to two years.","evidence":["the disputed bill","earlier bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call customer service and ask for a correction and a reference number.","channel":"residential-phone"},{"do":"If not fixed, write through the email form (answer in 1 to 2 business days).","channel":"email-form"},{"do":"If still unresolved, use the vice president - customer service form.","channel":"vp-customer-service-form"},{"do":"Then contact the Wisconsin PSC."}],"facts":[{"kind":"process","claim":"Wisconsin PSC: you and the utility must first make reasonable attempts to resolve a dispute; if that fails, contact PSC Consumer Affairs.","issues":["billing_error","disconnection","poor_service"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/UtilityCustomerBillRights.aspx","last_verified":"2026-10-13"},{"kind":"limit","claim":"Wisconsin PSC: a utility is limited to backbilling for a period of two years, and must offer payment arrangements when a customer cannot pay the full backbilled amount.","issues":["billing_error"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/GeneralFAQ.aspx","last_verified":"2026-10-13"}]},{"issue":"disconnection","summary":"Set up a payment arrangement; in Wisconsin, heating service cannot be disconnected November 1 to April 15, and a medical emergency can delay shutoff up to 21 days.","evidence":["disconnection notice","account number","documentation of a medical or protective services emergency","energy assistance approval if any"],"steps":[{"do":"Set up a payment arrangement online, by automated phone at any hour, or with a representative.","channel":"payment-arrangements-phone"},{"do":"If there is a medical or protective services emergency, tell We Energies and ask for a delay; provide professional documentation if asked.","channel":"residential-phone"},{"do":"Apply for Wisconsin Home Energy Assistance; assistance customers may get alternative payment arrangements."},{"do":"If the dispute is not resolved, contact the Wisconsin PSC before the disconnection date."}],"facts":[{"kind":"policy","claim":"Wisconsin PSC: a utility cannot disconnect service that is, or affects, the home's primary heat source from November 1 through April 15.","issues":["disconnection"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/UtilityCustomerBillRights.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Wisconsin PSC: for a medical or protective services emergency, the utility may delay service shut-off for up to 21 days and may require documentation from a professional involved with the emergency.","issues":["disconnection"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/UtilityCustomerBillRights.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Wisconsin PSC: a utility may not disconnect electric service to an occupied dwelling during a National Weather Service heat advisory, warning or emergency.","issues":["disconnection"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/GeneralFAQ.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Wisconsin PSC: customers can request a deferred payment agreement for a current or past-due balance (a down payment plus negotiated installments); if installments are not paid, the utility may disconnect.","issues":["disconnection","payment_assistance"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/UtilityCustomerBillRights.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"We Energies says it notifies customers about past-due bills before service is shut off, not by phone the same day.","issues":["disconnection"],"source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"},{"kind":"policy","claim":"We Energies may deny a payment arrangement if money is still owed on a previous payment plan, and service may be disconnected if arrangement payments are not made. Setting up an arrangement does not stop an automatic withdrawal.","issues":["disconnection","payment_assistance"],"source":"https://www.we-energies.com/payment-bill/arrangements","last_verified":"2026-10-13"}]},{"issue":"payment_assistance","summary":"Use payment arrangements (online, app or phone) and apply for Wisconsin Home Energy Assistance or the Keep Wisconsin Warm/Cool Fund.","evidence":["current bill","household income documents"],"steps":[{"do":"Schedule monthly payments with an online payment arrangement.","channel":"payment-arrangements-online"},{"do":"Apply for the Wisconsin Home Energy Assistance Program (heating, electric, crisis, furnace and weatherization help) and ask about the Keep Wisconsin Warm/Cool Fund."},{"do":"Ask whether energy assistance makes you eligible for alternative payment arrangements.","channel":"payment-arrangements-phone"}],"facts":[{"kind":"policy","claim":"We Energies says customers who qualify for energy assistance may be eligible for alternative payment arrangements (call 800-242-9137 for details).","issues":["payment_assistance"],"source":"https://www.we-energies.com/payment-bill/arrangements","last_verified":"2026-10-13"}]},{"issue":"service_outage","summary":"Report electric outages online or by phone; texts and emails are not accepted for outages.","evidence":["service address","outage start time"],"steps":[{"do":"Report the outage or check status online.","channel":"outage-status"},{"do":"Or call the outage line. For a downed line, stay away and call 911 or the outage line.","channel":"outage-phone"}]}],"facts":[{"kind":"policy","claim":"Wisconsin PSC: the PSC sets the interest rate on utility deposits each December for the following calendar year; the rate for 2026 is 3.6 percent.","issues":["deposit_refund"],"source":"https://www.psc.wi.gov/Pages/ForConsumers/MoreResources/GeneralFAQ.aspx","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"We Energies says to get its phone numbers from we-energies.com, its app or the bill, not from search results; paid search ads have listed fake numbers.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"}],"known_blockers":["Online payment arrangements, outage status for an account and most account changes need sign-in.","No published damage-claim channel was found on we-energies.com; ask customer service."],"official_domains":["we-energies.com","wecenergygroup.com"],"security":{"never_asks":[{"kind":"policy","claim":"We Energies says it will never require a prepaid debit card or other unusual payment method.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"},{"kind":"policy","claim":"We Energies says it notifies customers about past-due bills before shutoff, not by a same-day phone call.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers threaten to turn off energy in a short time and demand immediate payment, often by bar code or QR code, prepaid debit card, Zelle, Venmo or bitcoin.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scammers manipulate caller ID to display \"We Energies\".","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"},{"kind":"policy","claim":"Paid search-engine results list fake We Energies numbers; callers to those numbers have been asked for credit card information and Social Security numbers.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages ask customers to share personal information, often by clicking a link.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam or verify a contact","value":"+1-800-242-9137","notes":"We Energies also says to report theft to local law enforcement and to contact your bank or payment app if you sent money.","source":"https://www.we-energies.com/scam-warnings","last_verified":"2026-10-13"}]}},{"id":"xcel-energy","name":"Xcel Energy","aliases":["Xcel","Public Service Company of Colorado"],"sector":"utility","website":"https://www.xcelenergy.com","account_url":"https://www.xcelenergy.com/MyAccount","notes":"Electric and gas utility with state offices in Colorado, Michigan, Minnesota, New Mexico, North Dakota, South Dakota, Texas and Wisconsin. Its Colorado operating company is Public Service Company of Colorado. Rules differ by state; the facts below are marked Colorado or Minnesota. State commissions include the Colorado Public Utilities Commission and the Minnesota Public Utilities Commission; other states have their own commissions.","channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"mn-energy-assistance-page","type":"portal","label":"Minnesota energy assistance and payment options","value":"https://mn.my.xcelenergy.com/s/billing-payment/energy-assistance","purposes":["disconnection"],"notes":"The page loads with JavaScript; its content could not be read automatically.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"supervisor","note":"Colorado: a customer with a disconnection notice may ask for an in-person hearing with a managerial representative within 15 days of the notice."},{"rung":"written_complaint","channel":"co-mailing-address"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Colorado Public Utilities Commission, Minnesota Public Utilities Commission, or the commission in the customer's state."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"In Colorado, ask in writing for a free meter test if the meter was not tested in the last 12 months.","evidence":["the bill","meter readings","earlier bills"],"steps":[{"do":"Call customer care. Ask whether the reading was estimated and ask for a correction.","channel":"customer-care-phone"},{"do":"In Colorado, send a written request for a meter accuracy test.","channel":"co-mailing-address"},{"do":"If the meter runs fast beyond the commission's tolerance, ask for the refund for the period back to the previous test (up to 24 months)."},{"do":"If not resolved, complain to the state public utilities commission."}],"facts":[{"kind":"policy","claim":"Colorado: on written request, Xcel tests the service meter free of charge if it has not been tested within the 12 months before the request.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Colorado: if a tested meter runs fast beyond the error tolerance, the refund covers the period back to the previous meter test, not more than twenty-four (24) months. If it runs slow, Xcel may back-bill not more than six (6) months.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Colorado: for an over-billing, the customer may choose a credit or a one-time payment; a one-time refund is made within thirty (30) days. An under-billed customer may get a payment arrangement as long as the under-billed period.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Colorado requires 15 days' written notice and allows a 90-day medical delay; Minnesota protects heating service from October 1 to April 30 if the customer sets up a payment plan.","evidence":["disconnection notice","account number","physician certification if it applies","household income for Minnesota plans"],"steps":[{"do":"Call customer care at once and set up a payment plan.","channel":"customer-care-phone"},{"do":"In Colorado, if disconnection would be especially dangerous to someone's health, have a Colorado-licensed physician certify it (by phone first, then in writing within 10 days)."},{"do":"In Colorado, ask for a hearing with a managerial representative within 15 days of the notice if you dispute it."},{"do":"In Minnesota, ask for a Cold Weather Rule payment plan and for referrals to energy assistance.","channel":"mn-energy-assistance-page"}],"facts":[{"kind":"deadline","claim":"Colorado: Xcel may discontinue residential service for nonpayment only after not less than fifteen (15) days' written notice to the customer and any designated third party.","issues":["disconnection"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Colorado: service is not discontinued for ninety (90) days when a Colorado-licensed physician certifies that it would be especially dangerous to the health of a household member. A phone certification must be confirmed in writing within ten (10) days, and the delay is available once in any 12 consecutive months.","issues":["disconnection"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Colorado: a customer who receives a Notice of Discontinuance may ask for an in-person hearing with a managerial representative of the company within fifteen (15) days of the notice.","issues":["disconnection","billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Minnesota: under the Cold Weather Rule, residential customers are protected from disconnection of their primary heating source from October 1 through April 30. A customer with a disconnection notice must contact the utility and set up a payment plan; income-eligible customers' payments do not exceed 10 percent of household income.","issues":["disconnection"],"source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"In Colorado, a deposit is refunded after 12 months without a disconnection notice, or when service ends and bills are paid.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"After 12 months with no delinquency notices, ask customer care to refund the deposit with interest.","channel":"customer-care-phone"}],"facts":[{"kind":"policy","claim":"Colorado: deposits are refunded after a twelve (12) month period if no delinquency resulted in a written disconnection notice; after that the company reviews monthly or on request. Interest is paid on refund or yearly on request.","issues":["deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Colorado: an applicant without a satisfactory credit record may be asked for a deposit of an estimated sixty (60) days' bill, payable in up to three monthly installments with half due first.","issues":["deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["Most xcelenergy.com pages redirect to a JavaScript site (my.xcelenergy.com) that automated tools cannot read. Outage and gas emergency phone numbers were not confirmed."],"official_domains":["xcelenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Xcel Energy never requires payment with a prepaid debit card such as a Green Dot card.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xcel Energy will not call a customer to ask for bank account or credit card information to provide a refund. It applies overpayments to the customer's billing account.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer calls or comes to the home unannounced, says the account is past due, and demands payment with a prepaid debit card such as a Green Dot card or the power will be disconnected.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer says the customer overpaid the energy bill and asks for a bank account or credit card number to process a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID to show a fake number, which can be Xcel Energy's number, and a call-back number may play a recording that sounds like an Xcel Energy phone system message.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails that appear to come from the energy company ask the customer to click a link to pay an overdue bill or claim a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone-residential","type":"phone","label":"Verify a call or report a suspected scam (residential customer service)","value":"+1-800-895-4999","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"verify-phone-business","type":"phone","label":"Verify a call (business customer service)","value":"+1-800-481-4700","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Contact customer service about a suspected scam","value":"CustomerService@xcelenergy.com","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}]}},{"id":"att","name":"AT&T","aliases":["at&t wireless","at&t mobility","att wireless","at&t fiber","at&t internet","at&t prepaid"],"sector":"wireless","also_sectors":["internet_tv"],"website":"https://www.att.com","regulators":["fcc"],"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"number-transfer-pin","type":"portal","label":"Number Transfer PIN instructions (online account Settings, AT&T app, or dial *PORT)","value":"https://www.att.com/support/article/wireless/KM1447526/","purposes":["cancel_service"],"access":"login","notes":"Only users with primary online access can request the PIN. Dialing *PORT needs the account passcode.","source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"wireless-phone"},{"rung":"retention","channel":"wireless-phone","note":"Ask for a loyalty expert."},{"rung":"written_complaint","channel":"notice-of-dispute-online","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Raise the charge with customer care, then file a Notice of Dispute within 180 days of the bill date.","evidence":["the bill with the charge","account number","what you expected to pay and why","chat transcript or rep name"],"steps":[{"do":"Call wireless customer care or use chat. Ask for the charge to be corrected and get a reference number.","channel":"wireless-phone"},{"do":"If customer care does not fix it, submit a Notice of Dispute online (or mail the signed form). Do this within 180 days of the bill date.","channel":"notice-of-dispute-online"},{"do":"If AT&T does not resolve it within 60 days of the complete Notice, file an FCC complaint, or go to small claims court or JAMS arbitration.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Under the Consumer Service Agreement, for a billing dispute you have 180 days from the date of the bill either to notify customer service or submit a Notice of Dispute; otherwise you waive the right to dispute that bill. This does not apply in states that prohibit the provision.","issues":["billing_error"],"source":"https://www.att.com/legal/terms.consumerServiceAgreement.html","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Use \"See what changed\" in the billing center, then ask customer care or the loyalty team about the changed lines.","evidence":["last bill before the increase","first bill after the increase","promotion terms"],"steps":[{"do":"Sign in to the billing center and select \"See what changed\". The option appears only when the bill changed by $5 or more."},{"do":"Check whether a promotion ended. When a promo period ends, its credits stop and the total goes up by that amount."},{"do":"If a charge is wrong, handle it as a billing error. If it is allowed, ask the loyalty team for a lower price.","channel":"wireless-phone"}],"facts":[{"kind":"policy","claim":"AT&T says that at the end of a promo period, any credits from that promo stop.","issues":["bill_increase"],"source":"https://att.com/support/article/wireless/KM1051879/Support","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Call 800.331.0500 and ask for a loyalty expert.","evidence":["current bill","current AT&T offers","competitor offers"],"steps":[{"do":"Call wireless customer care and ask to talk to a loyalty expert. Give a specific target price and a competitor offer.","channel":"wireless-phone"},{"do":"Get the new price, its end date and any conditions in writing (chat transcript or order confirmation)."}]},{"issue":"cancel_service","summary":"Cancel by chat or phone. To switch carriers, get a Number Transfer PIN and let the new carrier move the number before you cancel.","evidence":["account number","cancellation confirmation","final bill"],"steps":[{"do":"To keep the number, request a Number Transfer PIN (online account Settings, AT&T app, or dial *PORT) and give it to the new carrier. Do not disconnect AT&T service first.","channel":"number-transfer-pin"},{"do":"To cancel without porting, choose Chat when available or call 800.331.0500. Illinois, Massachusetts and New York accounts that ordered service online may be able to cancel online.","channel":"wireless-phone"},{"do":"Check the final bill. Any unpaid installment balance is due when the line is cancelled."},{"do":"Dispute charges after the cancellation date with a Notice of Dispute, then the FCC.","channel":"notice-of-dispute-online"}],"facts":[{"kind":"limit","claim":"The Number Transfer PIN expires 4 days after you request it (14 days for business accounts). Only users with primary online access can request it, and Wireless Account Lock blocks a transfer.","issues":["cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you cancel during a bill period, you are responsible for the entire period. The remaining unpaid installment balance is due immediately when you cancel the line linked to the plan.","issues":["cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a new device within 14 days. Send back an old device you owe AT&T within 30 days.","evidence":["order number","receipt","return tracking number","device IMEI"],"steps":[{"do":"Return or exchange a new wireless device within 14 days from purchase (or from the shipping date). For a mail return, call 800.331.0500 within the window to get a prepaid shipping label by email.","channel":"wireless-phone"},{"do":"When you must send your original device back to AT&T, use the prepaid label in the new device box or print one at att.com/checkmyorder, and ship it within 30 days."},{"do":"If you are charged after a return, send the tracking number and ask for removal. Then use a Notice of Dispute.","channel":"notice-of-dispute-online"}],"facts":[{"kind":"deadline","claim":"Wireless devices bought from att.com, by phone or at an AT&T-branded store can be returned within 14 days from purchase date (or shipping date if shipped), for a full refund less any applicable restocking fees.","issues":["equipment_return"],"source":"https://att.com/shop/wireless/returnpolicy.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returns to an AT&T-branded store may have a restocking fee of up to $55. Apple devices returned in unopened packaging have no restocking fee. Online orders returned within the 14-day policy have no restocking fee.","issues":["equipment_return"],"source":"https://att.com/shop/wireless/returnpolicy.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"AT&T says to send the original device back within 30 days; if you do not, you are charged the remaining balance on the device's installment plan.","issues":["equipment_return"],"source":"https://www.att.com/support/article/wireless/KM1436349/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"AT&T Guarantee gives an automatic one-day credit for a qualifying network interruption. Ask customer care if it does not appear.","evidence":["outage date","start and end time","location","account number"],"steps":[{"do":"Check the bill for the automatic AT&T Guarantee credit after a qualifying outage."},{"do":"If no credit appears, call customer care, describe the outage and ask for the credit.","channel":"wireless-phone"},{"do":"If refused, file a Notice of Dispute, then an FCC complaint.","channel":"notice-of-dispute-online"}],"facts":[{"kind":"compensation","claim":"AT&T says that if there is ever a qualifying network interruption, you are automatically credited for a full day of service (AT&T Guarantee). Qualification rules are in the AT&T Guarantee terms.","issues":["service_outage"],"source":"https://www.att.com/why-att/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To start a dispute under the AT&T Consumer Service Agreement, send a Notice of Dispute online at att.com/noticeofdispute or by mail to AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","issues":["billing_error","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If AT&T cannot resolve the dispute 60 days after receiving your completed Notice of Dispute, you can file in small claims court or start an arbitration with JAMS.","issues":["billing_error","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Consumer postpaid wireless late payment fee is up to $7 per bill cycle; device installment charges are not subject to it. The restoral fee after a suspension is up to $35.","issues":["billing_error","bill_increase"],"source":"https://www.att.com/legal/terms.otherWirelessFeeSchedule.html","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"AT&T's cancellation page invites customers to talk to a loyalty expert at 800.331.0500 before cancelling. Use it for price negotiation.","issues":["price_negotiation","cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"official_domains":["att.com","att.net","att-mail.com"],"security":{"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]}},{"id":"boost-mobile","name":"Boost Mobile","aliases":["boost","boost subscriberco"],"sector":"wireless","parent":"EchoStar Corporation (Boost SubscriberCo L.L.C.)","website":"https://www.boostmobile.com","regulators":["fcc"],"notes":"Boost Mobile is a division of Boost SubscriberCo L.L.C., an EchoStar brand. In August 2025 EchoStar agreed to sell its 3.45 GHz and 600 MHz spectrum to AT&T and amended its network agreement into a hybrid MNO relationship: primary connectivity on AT&T's towers, with continued access to the T-Mobile network. The AT&T spectrum sale closed on July 28, 2026. DISH DBS and affiliated entities including DISH Wireless L.L.C. were in Chapter 11 from June 30, 2026 and emerged on October 1, 2026. EchoStar's August 3, 2026 release on the separate Hughes Chapter 11 filing said it had no impact on Boost Mobile.","channels":[{"id":"customer-care-phone","type":"phone","label":"Customer Care (general questions), 833-50-BOOST","value":"+1-833-502-6678","hours":"Every day, 8 a.m. to midnight ET","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms say billing dispute information is available by calling 833-50-BOOST.","source":"https://help.boostmobile.com/docs/contact-our-support-teams","last_verified":"2026-10-12"},{"id":"site-header-phone","type":"phone","label":"Phone number in the boostmobile.com site header","value":"+1-833-212-6678","notes":"The home page does not state what this number is for.","source":"https://www.boostmobile.com/","last_verified":"2026-10-12"},{"id":"activation-phone","type":"phone","label":"Activation Support","value":"+1-866-957-8278","hours":"Every day, 8 a.m. to midnight ET","source":"https://help.boostmobile.com/docs/contact-our-support-teams","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Boost Mobile Chat (chat icon on the help center)","value":"https://help.boostmobile.com/docs/contact-our-support-teams","hours":"Every day, 8 a.m. to midnight ET","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://help.boostmobile.com/docs/contact-our-support-teams","last_verified":"2026-10-12"},{"id":"dispute-notice-mail","type":"mail","label":"Dispute Resolution Notice (written, by mail)","value":"Boost SubscriberCo, Attn: P.O. Box 9033, Littleton, Colorado 80120-9033","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The notice must include a declaration signed under penalty of perjury. No email or online option is listed.","source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Arbitration opt-out (written notice)","value":"Boost SubscriberCo, Attn: Dispute Resolution, P.O. Box 9033, Littleton, Colorado 80120-9033","source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"dispute-notice-mail","note":"Starts the 60-day period before arbitration or small claims."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA Consumer Arbitration Rules, at least 60 days after the notice; small claims court is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Call 833-50-BOOST, then mail a signed Dispute Resolution Notice. Wait 60 days before arbitration or small claims.","evidence":["account number","the charge and the correct amount","payment records"],"steps":[{"do":"Call Customer Care or chat. Ask for the correction and a reference number.","channel":"customer-care-phone"},{"do":"If not fixed, mail a written Dispute Resolution Notice with a declaration signed under penalty of perjury.","channel":"dispute-notice-mail"},{"do":"After 60 days, file an FCC complaint, or start AAA arbitration or a small claims case.","regulator":"fcc"}]},{"issue":"cancel_service","summary":"Plans have no contract. Cancel within 30 days of account creation to get service fees back under the money-back guarantee.","evidence":["account creation date","cancellation confirmation","payment records"],"steps":[{"do":"Cancel by Customer Care or chat. Note the date and get a confirmation.","channel":"customer-care-phone"},{"do":"If you cancel within 30 days of account creation and you ported in a number with AutoPay on, ask for the refund of Boost service fees under the 30-Day Money-Back Guarantee.","channel":"customer-care-phone"}],"facts":[{"kind":"policy","claim":"Customers who cancel within 30 days of account creation have Boost service fees refunded. Activation fees and phone payments are not refunded. Port-in and AutoPay are required.","issues":["cancel_service"],"source":"https://www.boostmobile.com/30-day-money-back-guarantee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Boost does not offer refunds or accept returns on Re-Boost cards.","issues":["cancel_service"],"source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Neither party may start arbitration or a small claims action until at least sixty (60) days after a Dispute Resolution Notice is given. Arbitration is under the AAA Consumer Arbitration Rules.","issues":["billing_error","poor_service"],"source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of arbitration within 30 days of setting up an account, starting services or receiving a phone, whichever comes first, by written notice to Boost SubscriberCo, Attn Dispute Resolution, P.O. Box 9033, Littleton, Colorado 80120-9033.","source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"},{"kind":"limit","claim":"The Terms limit Boost's total liability to service credits that will not exceed five hundred US dollars ($500).","issues":["service_outage"],"source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Postpaid accounts get a 10-day grace period to pay.","issues":["billing_error"],"source":"https://help.boostmobile.com/docs/general-terms-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"EchoStar sold all of its 3.45 GHz and 600 MHz spectrum licenses to AT&T Mobility II LLC; the sale closed on July 28, 2026.","source":"https://www.sec.gov/Archives/edgar/data/1415404/000141540426000035/sats-20260728x8k.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under the amended network agreement announced in August 2025, primary connectivity for Boost Mobile subscribers is provided by AT&T's towers, and subscribers keep access to the T-Mobile network.","source":"https://www.sec.gov/Archives/edgar/data/1001082/000141540425000035/tmb-20250825xex99.htm","last_verified":"2026-10-12"}],"known_blockers":["The help center does not publish port-out (Number Transfer PIN) steps for leaving Boost; ask Customer Care.","The dispute notice needs a declaration signed under penalty of perjury, so the account holder must sign it."],"official_domains":["boostmobile.com"],"security":{"never_asks":[{"kind":"policy","claim":"Boost Mobile will never ask you for sensitive information via call, text or email, and will never ask for personal or account information by text message.","source":"https://help.boostmobile.com/docs/protect-yourself-from-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Boost Mobile lists its legitimate email senders as BoostMobile@email.my.boostmobile.com, donotreply@system.boostmobile.com, boost@service.boostmobile.com, boost@updates.boostmobile.com and boost@offers.boostmobile.com, and says not to respond to emails from other addresses.","source":"https://www.boostmobile.com/fraud-prevention","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Port-out and SIM-swap scams: scammers use your personal details to move your number to a device they control and bypass multi-factor authentication.","source":"https://www.boostmobile.com/fraud-prevention","last_verified":"2026-10-12"},{"kind":"policy","claim":"Boost lists these signs of a scam: requests to pay by money order, wire transfer or gift card, spoofed caller ID, and requests for personal information.","source":"https://www.boostmobile.com/fraud-prevention","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report suspicious calls or texts, SIM swap or port-out fraud (833-50-BOOST)","value":"+1-833-502-6678","source":"https://help.boostmobile.com/docs/protect-yourself-from-fraud","last_verified":"2026-10-12"}]}},{"id":"consumer-cellular","name":"Consumer Cellular","aliases":["consumercellular","consumer cellular inc"],"sector":"wireless","website":"https://www.consumercellular.com","regulators":["fcc"],"notes":"Month-to-month postpaid wireless (Consumer Cellular, Incorporated, Portland, Oregon), marketed to customers 50+ and AARP members. Disputes fall under the Wireless Customer Agreement (last updated September 15, 2026): a certified-mail Notice of Dispute, 60 days of informal resolution, then AAA arbitration or small claims. Consumer Cellular's own help pages do not say how to get a number transfer (port-out) PIN; ask customer support.","channels":[{"id":"customer-support-phone","type":"phone","label":"Consumer Cellular customer support (U.S. based)","value":"+1-888-345-5509","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"unlock-phone","type":"phone","label":"Device unlock eligibility and unlock codes","value":"+1-888-925-5291","purposes":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Support and FAQs","value":"https://www.consumercellular.com/help","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.consumercellular.com/help","last_verified":"2026-10-12"},{"id":"billing-dispute-mail","type":"mail","label":"Written billing dispute address","value":"Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"dispute-resolution-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (Office for Dispute Resolution) - certified mail","value":"Office for Dispute Resolution, Consumer Cellular, Incorporated, 12447 SW 69th Ave., Portland, OR 97223","purposes":["billing_error","cancel_service","refund_request","poor_service"],"notes":"The Notice of Dispute must go by certified mail and carry the customer's own signed statement verifying it.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"id":"device-policies","type":"portal","label":"Risk-free Guarantee and Device Policies (returns, unlocks, warranty)","value":"https://www.consumercellular.com/devicepolicies","purposes":["refund_request","cancel_service","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-support-phone"},{"rung":"written_complaint","channel":"billing-dispute-mail","note":"Call or write within 60 days of the bill date."},{"rung":"written_complaint","channel":"dispute-resolution-mail","note":"Formal Notice of Dispute by certified mail; 60 days of informal resolution before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA consumer arbitration or small claims court; claims must be filed within 1 year."}],"playbooks":[{"issue":"billing_error","summary":"Call customer support or write to Consumer Cellular within 60 days of the bill date, or you waive the dispute.","evidence":["the bill with the charge","account number","phone number","what you expected to pay and why"],"steps":[{"do":"Call customer support within 60 days of the bill date and ask for the charge to be corrected. Note the date and the representative's name.","channel":"customer-support-phone"},{"do":"Or write to Consumer Cellular within the same 60 days. Pay the bill, including disputed charges, by the due date.","channel":"billing-dispute-mail"},{"do":"If it is not resolved, send a Notice of Dispute by certified mail with your full legal name, mailing address, email, phone, account number, the facts, the relief you want, and your own signed statement that it is accurate.","channel":"dispute-resolution-mail"},{"do":"If 60 days pass without a resolution, file an FCC complaint or start AAA arbitration or small claims. File within 1 year of the dispute arising.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"To dispute charges on a bill you must either call customer support or notify Consumer Cellular in writing at 12447 SW 69th Ave., Portland, OR 97223 within 60 days of the date of the bill, or you waive the right to dispute the bill.","issues":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Payments of all charges, including disputed charges, must be received by the due date on the invoice.","issues":["billing_error"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel any time by calling support. New customers who cancel within 30 days (45 for AARP and USAA members) with 500MB or less of data pay no monthly or activation charges.","evidence":["account number","activation date","data used","cancellation date","final invoice"],"steps":[{"do":"To keep your number, start the transfer with the new carrier first and keep Consumer Cellular active until it completes. Ask Consumer Cellular support for the account number and transfer PIN the new carrier needs.","channel":"customer-support-phone"},{"do":"To cancel, call customer support. New customers inside the risk-free period should say so and ask for the prepaid label to return the phone.","channel":"customer-support-phone"},{"do":"For a device bought from Consumer Cellular, ask for the unlock code if the device is paid in full and has been active at least 30 days.","channel":"unlock-phone"},{"do":"Check the final invoice. A remaining device financing (EasyPay) balance is billed on it. A credit over $25.00 should come back by check within 90 days."}],"facts":[{"kind":"deadline","claim":"New customers may cancel within 30 days of activation and Consumer Cellular waives the monthly service charges and one-time network activation fees for new lines if data use is 500MB or less. Third-party charges, international, roaming, device upgrade fees, taxes and surcharges still apply. AARP and USAA members get a 45-day period.","issues":["cancel_service","refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Outside the risk-free period you can cancel any time, but monthly charges on the final invoice are not prorated or refunded. Service continues to the end of the billing cycle unless you transfer the number to another carrier first.","issues":["cancel_service"],"source":"https://www.consumercellular.com/help/billing/miscellaneous/what-if-i-need-to-cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"After cancellation, remaining credits over $25.00 are returned automatically to the last-known address within 90 days; a credit under $25.00 is returned only on request.","issues":["cancel_service","refund_request"],"source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumer Cellular unlocks a device bought from it on request when the device is paid in full, the account is in good standing, it is not reported lost or stolen, the unlock code is available, and the device has been active on Consumer Cellular for at least thirty (30) days. Only the original purchaser can request it.","issues":["cancel_service"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Return devices bought directly from Consumer Cellular within 30 days (new customers) or 14 days (existing customers), in like-new condition.","evidence":["order number or receipt","ship or activation date","prepaid return label tracking number"],"steps":[{"do":"For an online or phone order, call customer support to start the return and get a prepaid label. Returns go by mail only, not to a store. For a store purchase, go back to that Consumer Cellular store.","channel":"customer-support-phone"},{"do":"Remove all locks, PINs and passcodes, turn off Find My iPhone or Google Smart Lock, and pack the device in its original packaging with all parts."},{"do":"If the refund does not arrive within 10 business days of the warehouse receiving the device, call support, then write within 60 days of the bill.","channel":"billing-dispute-mail"}],"facts":[{"kind":"deadline","claim":"New customers may return a device or accessories bought directly from Consumer Cellular within thirty (30) days of the shipment date (online or phone orders) or of the activation date (store purchases); 45 days for certain memberships such as AARP and USAA. Original shipping costs are not refunded.","issues":["refund_request","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Existing customers must return devices within fourteen (14) days of the shipment date (online or phone) or activation date (store). Device upgrade fees are non-refundable.","issues":["refund_request","equipment_return"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"process","claim":"Eligible returns are processed within ten (10) business days after the warehouse receives them, and the refund for the device only goes to the original payment method. Devices that fail the return requirements are sent back with no refund.","issues":["refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"},{"kind":"policy","claim":"Items bought from retail partners such as Walmart follow that retailer's return policy and must be returned there; Consumer Cellular does not accept those returns.","issues":["refund_request"],"source":"https://www.consumercellular.com/devicepolicies","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"A Notice of Dispute must be sent by certified mail to the Office for Dispute Resolution in Portland with a personally signed statement from the claimant. The parties then try to resolve it for 60 days, and either may ask for a telephone or video settlement conference. Completing this is a condition before arbitration with the AAA.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, all disputes must be filed within 1 year after they arise. Either party may use small claims court for individual relief.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the arbitration agreement by letter to the Office for Dispute Resolution no later than 30 days after you first agreed to it, with your full legal name, mailing address, email, phone, account number or phone number, a clear opt-out statement and your signature.","source":"https://savings.consumercellular.com/legal/wireless-customer-agreement","last_verified":"2026-10-12"}],"known_blockers":["The Notice of Dispute must be sent by certified mail with the customer's own signature; an agent cannot send it alone.","Unlock requests are honored only from the customer who originally bought the device.","The Wireless Customer Agreement and help pages render only after JavaScript loads."],"official_domains":["consumercellular.com"]},{"id":"cricket-wireless","name":"Cricket Wireless","aliases":["cricket","cricket wireless llc"],"sector":"wireless","parent":"AT&T","website":"https://www.cricketwireless.com","regulators":["fcc"],"notes":"Prepaid brand of Cricket Wireless LLC. Cricket's terms name AT&T as an affiliate and say Cricket Home Internet uses the AT&T wireless network. Disputes go to the same AT&T Legal Department Notice of Dispute address as AT&T, then JAMS arbitration or small claims.","channels":[{"id":"customer-care-phone","type":"phone","label":"Cricket customer support (1-800-CRICKET)","value":"+1-800-274-2538","hours":"Mon-Sat 9am-9pm ET; the page says Saturday hours changed to 12pm-9pm starting January 3, 2026","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer support from a Cricket phone","value":"611","source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Chat with a support advocate (Contact us page)","value":"https://www.cricketwireless.com/contactus","hours":"Mon-Sat 9am-11pm ET, Sun 10am-11pm ET (Cricket Digital Assistant 24/7)","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.cricketwireless.com/contactus","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail or professional courier)","value":"Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Use the downloadable Notice of Dispute form linked from the Terms. The Terms do not mention an online submission method.","source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"notice-of-dispute-mail","note":"Cricket has 60 days after it receives a complete notice to investigate."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"JAMS arbitration under its streamlined rules, or small claims court in the county of your billing address."}],"playbooks":[{"issue":"billing_error","summary":"Contact support within 180 days of the payment due date, then mail a Notice of Dispute.","evidence":["account number","payment receipt or statement","the charge and the correct amount"],"steps":[{"do":"Call 1-800-CRICKET or chat. Ask for the correction and a reference number.","channel":"customer-care-phone"},{"do":"If not fixed, mail a Notice of Dispute to the Legal Department. Do it within 180 days of the payment due date.","channel":"notice-of-dispute-mail"},{"do":"If not resolved 60 days after Cricket receives the complete notice, file an FCC complaint, or start JAMS arbitration or a small claims case.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"You have 180 days from the payment due date to contact customer service or file a Notice of Dispute about a charge.","issues":["billing_error"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Prepaid service charges are not refunded when you cancel. Cancel by support phone or chat.","evidence":["account number","account PIN","cancellation date"],"steps":[{"do":"Contact support by phone or chat to cancel. Have the account PIN ready; it is used to verify your identity.","channel":"customer-care-phone"},{"do":"Do not expect a refund of unused service time. Dispute only charges made after the cancellation."}],"facts":[{"kind":"policy","claim":"Amounts paid for Service Charges are non-refundable. Unused time is not prorated or refunded when service ends, unless applicable law requires it.","issues":["cancel_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you do not pay, Cricket suspends the account for 60 days before it cancels it, and it may charge a fee to reactivate service.","issues":["cancel_service","billing_error"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return devices within 7 days. Online orders go back by mail; store purchases go back to the same store.","evidence":["order number or store receipt","return tracking number","device with all original contents"],"steps":[{"do":"For an online order, start the return through the return portal or customer support within 7 days of delivery. Ship it with the prepaid label Cricket emails you.","channel":"customer-care-phone"},{"do":"For a store purchase, return or exchange it at the same Cricket Authorized Retail store within 7 calendar days of purchase."},{"do":"Turn off Find My iPhone and remove personal data first, or the return is rejected."}],"facts":[{"kind":"deadline","claim":"Online orders can be returned within seven (7) days of order delivery; store purchases within seven (7) calendar days of purchase. Cricket must receive a mailed device within 45 days of the return request.","issues":["equipment_return"],"source":"https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges","last_verified":"2026-10-12"},{"kind":"fee","claim":"In store, a fee of up to $25 may apply when a device is returned without all its original components. There is no fee for returning compliant devices purchased online; approved online returns are refunded to the original payment method within 10 business days of receipt.","issues":["equipment_return"],"source":"https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Send a Notice of Dispute by U.S. mail or professional courier to Legal Department - Notice of Dispute, 208 S. Akard, Office","issues":["billing_error","poor_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration is administered by JAMS. Either party may instead use small claims court in the county of the customer's billing address for an individual claim.","issues":["billing_error","poor_service"],"source":"https://www.cricketwireless.com/terms","last_verified":"2026-10-12"}],"known_blockers":["Changing the account PIN needs a call or chat with a Support Advocate; when account PIN security is on, the PIN is needed for plan and SIM changes.","No published online form for a Notice of Dispute; it must be mailed or sent by courier."],"official_domains":["cricketwireless.com"],"security":{"never_asks":[{"kind":"policy","claim":"Cricket will never call you to ask for your PIN or ask for your PIN via text.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers posing as Cricket offer a discount if you prepay with a prepaid card or gift card.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Texts, emails or calls lead to fake Cricket websites that promise bill discounts or gift cards to collect personal information.","source":"https://www.cricketwireless.com/support/fraud-protection/customer-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap: a scammer convinces the carrier to replace the SIM for your number and then receives your calls, texts and authentication codes. Cricket's Account Lock in the myCricket app prevents SIM swaps and port-outs while it is on.","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraud-phone","type":"phone","label":"Report fraud such as an unauthorized SIM swap (Cricket Care, 1-800-CRICKET)","value":"+1-800-274-2538","source":"https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams","last_verified":"2026-10-12"}]}},{"id":"google-fi","name":"Google Fi Wireless","aliases":["google fi","project fi","fi wireless"],"sector":"wireless","parent":"Google LLC","website":"https://fi.google.com","account_url":"https://fi.google.com/account","regulators":["fcc"],"notes":"Google's wireless service. Support is reached from the Google Fi help center after Google sign-in. The Google Fi Terms of Service page (fi.google.com/about/tos) did not load for automated reading on 2026-10-12, so dispute and arbitration terms are not recorded here.","channels":[{"id":"contact-support","type":"web_form","label":"Contact Google Fi support (help center, after sign-in)","value":"https://support.google.com/fi/gethelp","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"Redirects to Google sign-in. Phone and chat options appear after sign-in.","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"help-community","type":"web_form","label":"Google Fi help community","value":"https://support.google.com/fi/community?hl=en","source":"https://support.google.com/fi/","last_verified":"2026-10-12"},{"id":"account-manage-plan","type":"portal","label":"Fi app or website, Account > Manage plan (cancel, leave Fi, get transfer info)","value":"https://fi.google.com/account","access":"login","purposes":["cancel_service"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"},{"id":"google-store-order-history","type":"portal","label":"Google Store order history (start a phone return)","value":"https://store.google.com/orderhistory","access":"login","purposes":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"contact-support"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel or get transfer info in the Fi app or website under Account > Manage plan. Expect two final statements.","evidence":["Google account email","Fi account number and transfer PIN","final statements"],"steps":[{"do":"To switch carriers, go to Account > Manage plan > Leave Google Fi, choose to transfer your number, then select \"Get Transfer Info\" under the \"Cancellation pending\" banner. Give the account number and PIN to the new carrier. Do not pause service during the transfer.","channel":"account-manage-plan"},{"do":"To cancel without porting, go to Account > Manage plan > Cancel service and follow the on-screen steps.","channel":"account-manage-plan"},{"do":"Pay any remaining device installment balance; it is due when the account closes. Check both final statements and expect any refund within 30 days after the second one."},{"do":"If a refund does not arrive, contact support, then file an FCC complaint.","channel":"contact-support"}],"facts":[{"kind":"limit","claim":"An unused Google Fi transfer PIN expires after 14 days. Fi service continues until the new carrier activates the number, and the transfer closes the Fi account.","issues":["cancel_service"],"source":"https://support.google.com/fi/answer/10888419?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you financed a phone through Google Fi, the full balance is due when you close the account. You receive two final statements, and any eligible refund is issued within 30 days after the second statement; the full process can take up to 90 days. Service credits are not refundable.","issues":["cancel_service","billing_error"],"source":"https://support.google.com/fi/answer/6079398?hl=en","last_verified":"2026-10-12"},{"kind":"policy","claim":"On the Flexible plan, cancelling before the cycle ends gives a credit for the remaining days; on Unlimited plans, cancelling mid-cycle means you are charged the full cycle amount.","issues":["cancel_service"],"source":"https://support.google.com/fi/answer/12831079?hl=en","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a phone bought from Google Fi within 15 days of delivery through Google Store order history.","evidence":["order number","delivery date","return tracking number"],"steps":[{"do":"Open Google Store order history, find the order, select \"View details\" and follow the return steps within 15 days of delivery.","channel":"google-store-order-history"},{"do":"Ship the phone within 14 days of receiving the label, with original packaging and accessories. Remove the SIM and erase your data."},{"do":"If the refund does not appear within 14 business days of Google receiving the phone, contact support.","channel":"contact-support"}],"facts":[{"kind":"deadline","claim":"A Google Fi phone can be returned within 15 days of the phone's delivery. After you receive the shipping label, you have 14 days to ship it back.","issues":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"},{"kind":"process","claim":"For a fully paid phone, the refund goes to the original card within 14 business days of Google receiving it; for monthly payments, you get a credit on the next statement.","issues":["equipment_return"],"source":"https://support.google.com/fi/answer/6183893?hl=en","last_verified":"2026-10-12"}]}],"known_blockers":["Contacting support requires Google account sign-in; no public phone number is shown before sign-in.","Transfer info (account number and PIN) and cancellation are only in the signed-in Fi app or website."],"official_domains":["google.com"],"security":{"never_asks":[{"kind":"policy","claim":"Google will never call you about your account security, ask for passwords, or ask you to read out a verification code or approve a device prompt over the phone. Google Fi accounts are Google Accounts.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers contact people by phone, text or email posing as Google Account Security or Support, claim the account is compromised, and try to get passwords, get around two-factor authentication or get a fraudulent sign-in approved. They may spoof caller ID.","source":"https://support.google.com/faqs/answer/17170932?hl=en","last_verified":"2026-10-12"}]}},{"id":"metro-by-t-mobile","name":"Metro by T-Mobile","aliases":["metro","metro pcs","metropcs","metro by tmobile","metro by t mobile","metrobyt-mobile"],"sector":"wireless","parent":"T-Mobile US, Inc.","website":"https://www.metrobyt-mobile.com","regulators":["fcc"],"notes":"Prepaid wireless brand of T-Mobile (formerly MetroPCS). Metro's Terms and Conditions (effective September 1, 2026) send disputes to the same T-Mobile Customer Relations address in Albuquerque as T-Mobile postpaid. Service is paid in advance and charges are non-refundable. The Metro \"Transfer number\" support page returned Access Denied in the browser on 2026-10-12, so the port-out PIN steps are not recorded here.","channels":[{"id":"customer-service-phone","type":"phone","label":"Metro by T-Mobile customer service and payments (888-8-METRO-8)","value":"+1-888-863-8768","purposes":["billing_error","cancel_service","refund_request","equipment_return"],"notes":"Also the number to call at once if someone made unauthorized changes to the account.","source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service short code from a Metro phone","value":"*611","notes":"The Terms and Conditions write it as 611. To make a payment from a Metro phone, the contact page lists *99.","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"mymetro-app","type":"app","label":"myMetro app and online account (account changes, Port Out Protection)","value":"myMetro app","access":"login","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (written disputes and Notice of Dispute for Metro)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","cancel_service","refund_request","poor_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"Metro return policy","value":"https://www.metrobyt-mobile.com/support/orders/return-policy","purposes":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"id":"phone-unlock-policy","type":"portal","label":"Metro by T-Mobile Phone Unlock Policy","value":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","purposes":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","last_verified":"2026-10-12"},{"id":"handset-protection-claims","type":"phone","label":"Premium handset protection claims","value":"+1-800-316-2075","notes":"Claims can also be filed at https://fastclaim.com/metro/","source":"https://www.metrobyt-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-relations-mail","note":"Written dispute within 60 days of the disputed charge; same address for the Notice of Dispute."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"playbooks":[{"issue":"billing_error","summary":"Call customer service, then dispute in writing to T-Mobile Customer Relations within 60 days of the charge.","evidence":["account number","mobile number","the charge and its date","payment receipt","what you expected to pay and why"],"steps":[{"do":"Call 888-863-8768 or *611 and ask for the charge to be corrected. Note the representative's name and date.","channel":"customer-service-phone"},{"do":"If that does not fix it, write to T-Mobile Customer Relations within 60 days after you first receive the disputed charge.","channel":"customer-relations-mail"},{"do":"For a formal claim, send a Notice of Dispute to the same address with the account holder name, account number, mobile number, a description with documents, and the amount and relief you want.","channel":"customer-relations-mail"},{"do":"If Metro does not resolve it, file an FCC complaint. After 60 days from the Notice of Dispute, you may start AAA arbitration or go to small claims court.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify Metro by T-Mobile in writing of any dispute about your account or charges within 60 days after the date you first receive the disputed charge. If you do not, you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Accepting a credit, refund or other compensation to resolve a disputed charge fully and finally resolves the issue under the Terms. Unless the law provides otherwise, disputed charges must be paid until the dispute is resolved.","issues":["billing_error"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Port the number to the new carrier (service ends when the port completes) or cancel by phone; prepaid charges are not refunded.","evidence":["account number","account PIN","cancellation date","payment history"],"steps":[{"do":"To keep the number, turn off Port Out Protection in the myMetro app or online account (Account, Account Options, Account Protection) and give the new carrier your Metro account number and account PIN. Do not cancel Metro first.","channel":"mymetro-app"},{"do":"To cancel without porting, call customer service. Turn off AutoPay so no further payment is taken.","channel":"customer-service-phone"},{"do":"Dispute any charge after cancellation in writing within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"policy","claim":"If you terminate service, termination takes effect at the end of the current month of service unless you port out your number; if you port your number to another carrier, service ends when the port is complete.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"A number cannot be ported without verification of the 6-15 digit account PIN. Generating a port-out PIN, a SIM change and turning account protection features on or off require a one-time PIN sent to the device.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/support/security/how-to-avoid-account-takeover-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Metro unlocks a device free of charge when it was bought from Metro, is not reported lost, stolen or blocked, and 365 days have passed since its activation date. Eligible devices are unlocked remotely within two business days.","issues":["cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions/phone-unlock-policy","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Only a device returned within 14 days in like-new condition is refunded; service charges are not.","evidence":["receipt","original box and accessories","delivery date or purchase date"],"steps":[{"do":"Return the device within 14 days with the receipt, in the original box, with all accessories. In-store purchases go back to the same store; online purchases go back by mail with the return slip from the box.","channel":"return-policy"},{"do":"If a refund is refused or short, call customer service, then dispute in writing within 60 days.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"A device can be returned within 14 days - for in-store purchases, 14 days from purchase and activation of the new line; for online or shipped upgrade orders, 14 days from delivery. The same 14-day window applies to a T-Mobile 5G Gateway.","issues":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Accessories bought online are final sale. Prepaid service fees, monthly charges, in-store upgrades, app downloads, add-ons and other fees are not refundable, and defects covered by the manufacturer's warranty go through the warranty process. Refunds are less rebates and shipping costs.","issues":["refund_request","equipment_return"],"source":"https://www.metrobyt-mobile.com/support/orders/return-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Charges you pay are non-refundable even if you cancel a service or make a return during the remorse period, and there is no refund for unused service.","issues":["refund_request","cancel_service"],"source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration or court, send a written Notice of Dispute to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt; arbitration is administered by the AAA under its Consumer Arbitration Rules, and small claims court is an option.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.","source":"https://www.metrobyt-mobile.com/terms-and-conditions","last_verified":"2026-10-12"}],"known_blockers":["Port-out PIN generation, SIM changes and account protection changes require a one-time PIN sent to the customer's device.","The Metro \"Transfer number\" support page returned Access Denied to the browser on 2026-10-12."],"official_domains":["metrobyt-mobile.com"]},{"id":"mint-mobile","name":"Mint Mobile","aliases":["mint","mintmobile","mint sim","ka'ena"],"sector":"wireless","parent":"T-Mobile US, Inc.","website":"https://www.mintmobile.com","regulators":["fcc"],"notes":"Online-only prepaid wireless (Mint Mobile, LLC), owned by T-Mobile through Ka'ena Corporation. Plans are paid in advance in 3-, 6- or 12-month blocks. The Plan Terms & Conditions (last updated June 9, 2026) send the Notice of Dispute to Mint Mobile Customer Relations in Albuquerque. Mint does not publish port-out PIN steps on its own help pages; a competitor's help page says the PIN comes from Mint support by chat or phone.","channels":[{"id":"customer-care-phone","type":"phone","label":"Mint Mobile Customer Care","value":"+1-800-683-7392","purposes":["billing_error","cancel_service","refund_request"],"hours":"7 days a week, 5 a.m. to 7 p.m. Pacific","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Care short code from a Mint phone","value":"611","source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Mint Mobile chat","value":"https://www.mintmobile.com/chat","purposes":["billing_error","cancel_service","refund_request"],"source":"https://www.mintmobile.com/help/how-do-i-contact-mint-mobile/","last_verified":"2026-10-12"},{"id":"refund-request-form","type":"web_form","label":"Refund request form (on the Return Policy page)","value":"https://www.mintmobile.com/return-policy/","purposes":["refund_request","cancel_service"],"access":"open","notes":"Needs the order number (starts with MT), name, email, the product to return and the reason. Customer Care reviews the request and emails when it is approved.","source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Mint Mobile Customer Relations (Notice of Dispute and written notices)","value":"Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","refund_request","cancel_service","poor_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"id":"device-unlock-policy","type":"portal","label":"Mint Mobile Device Unlock Policy","value":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","purposes":["cancel_service"],"source":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-866-403-5272","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period. Puerto Rico customers use Fast Solutions, LLC.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"customer-relations-mail","note":"Written dispute with documents within 60 days of the bill or charge; same address for the Notice of Dispute."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after the Notice of Dispute: AAA consumer arbitration or small claims court."}],"playbooks":[{"issue":"billing_error","summary":"Contact Customer Care, then dispute in writing with documents within 60 days of the charge.","evidence":["order number","account number","mobile number","the charge and its date","what you expected to pay and why"],"steps":[{"do":"Call Customer Care or use chat and ask for the charge to be corrected. Save the chat transcript or the representative's name.","channel":"chat"},{"do":"If that does not fix it, send a written dispute with supporting documents within 60 days after you first receive the bill or charge.","channel":"customer-relations-mail"},{"do":"For a formal claim, send a Notice of Dispute with the account holder name, account number, mobile number, a description, documents, a good-faith damages calculation and the relief you want.","channel":"customer-relations-mail"},{"do":"If Mint does not resolve it, file an FCC complaint. After 60 days from the Notice of Dispute, you may start AAA arbitration or go to small claims court.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify Mint of any dispute about your bill or charges in writing, with supporting documentation, within sixty (60) days (twenty (20) days for Puerto Rico customers) after you first receive the disputed bill or charge, or you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except for Puerto Rico customers and unless the law provides otherwise, you must pay disputed charges until the dispute is resolved. Accepting a credit or refund to resolve a disputed charge fully and finally resolves the issue.","issues":["billing_error"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Turn off Auto Renew at least 24 hours before the cycle ends; to keep the number, get a Number Transfer PIN from Mint support before the new carrier ports it.","evidence":["order number","account number","Auto Renew cancellation confirmation","plan end date"],"steps":[{"do":"Cancel Auto Renew on the Mint Mobile website or by calling Customer Care, at least 24 hours before the end of the payment cycle.","channel":"customer-care-phone"},{"do":"To keep your number, ask Mint support by chat or phone for a Number Transfer PIN and give it to the new carrier with your Mint account number. Do not let the Mint plan expire first.","channel":"chat"},{"do":"Within 7 calendar days of activation of a plan bought on mintmobile.com, you can instead cancel for a full refund with the refund request form.","channel":"refund-request-form"}],"facts":[{"kind":"deadline","claim":"You must change or cancel Auto Renew 24 hours before the end of your payment cycle for the change to take effect. You can cancel by calling (800) 683-7392 or in your account preferences on the Mint Mobile website.","issues":["cancel_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Except as required by law and the Return Policy, you get no refund of amounts paid for a service plan when you cancel it or Mint terminates, suspends or adjusts it.","issues":["cancel_service","refund_request"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If an account is deactivated for nonpayment it stays suspended for 60 days, then is cancelled and the remaining balance is forfeited; Mint may reassign the number and may be unable to transfer it to another carrier.","issues":["cancel_service"],"source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A device bought in full from Mint is locked for 60 days after activation on the Mint network; a financed device stays locked until the financing is paid off, but at least 60 days. Mint unlocks automatically where technically feasible; otherwise call (800) 683-7392.","issues":["cancel_service"],"source":"https://www.mintmobile.com/mint-mobile-device-unlock-policy/","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Use the refund request form within 7 days - of activation for a plan, of delivery for a phone or SIM. Report damage within 3 business days of delivery.","evidence":["order number (starts with MT)","activation or delivery date","photos for damage claims","Return Authorization Number"],"steps":[{"do":"Fill in the refund request form on the Return Policy page. For a plan, do it within 7 calendar days of activation; you do not need to send the SIM kit back.","channel":"refund-request-form"},{"do":"For a phone, SIM kit or accessory, request the refund within 7 calendar days of delivery. After approval, ship it back within 15 days with the Return Authorization Number on the outside of the package.","channel":"refund-request-form"},{"do":"If the item arrived damaged, choose \"Device received damaged\" in the form within 3 business days of delivery.","channel":"refund-request-form"},{"do":"If the refund is refused, contact Customer Care, then send a written dispute within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"deadline","claim":"For wireless service plans bought on mintmobile.com, refund and cancellation requests can be made for any reason within seven (7) calendar days of activation; the full purchase price and associated taxes and fees are refunded when the refund request form is completed.","issues":["refund_request","cancel_service"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Phones, SIM kits and accessories bought on mintmobile.com can be returned within seven (7) calendar days of the original delivery date and must be shipped back within fifteen (15) days of approval. Claims for damage or delivery discrepancies must be made within three (3) business days of delivery or they are declined.","issues":["refund_request","damaged_item"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"A phone that is not in \"Like-New Condition\" (for example used, over 25 minutes of talk time, damaged or locked) may be refused or charged a restocking fee - $70 for a full retail price of $600 or more, $40 for $300-$599, and $20 under $300.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Return shipping is paid by the customer and shipping and handling fees are non-refundable - a minimum $9.99 up to the shipping amount paid. Refused packages carry a $25.00 handling fee. Refunds are paid within 10 business days, minus shipping and handling.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Return Policy covers only purchases made directly from mintmobile.com. Purchases from retailers such as Target, Amazon, Costco or Best Buy follow that retailer's return policy.","issues":["refund_request"],"source":"https://www.mintmobile.com/return-policy/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration or court, send a written Notice of Dispute to Mint Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Neither side may start a proceeding until 60 days after receipt. Arbitration is administered by the AAA under its Consumer Arbitration Rules; either side may choose small claims court.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"All service plans, including promotional and trial plans, must be activated within 45 days after purchase or Mint may suspend or terminate them.","source":"https://www.mintmobile.com/plan-terms-and-conditions/","last_verified":"2026-10-12"}],"tips":[{"kind":"community","text":"To transfer a number away from Mint you need the Mint account number, the billing address and a Number Transfer PIN, which Mint creates on request through support chat or phone. It is not the account security PIN.","issues":["cancel_service"],"source":"https://help.boostmobile.com/docs/number-transfer-mint-mobile","last_verified":"2026-10-12"}],"known_blockers":["Mint is online-only with no stores; refunds go through the web form and returns need a Return Authorization Number emailed after approval.","Mint's own help pages do not publish how to get a Number Transfer PIN; the person must ask support."],"official_domains":["mintmobile.com"]},{"id":"straight-talk","name":"Straight Talk Wireless","aliases":["straight talk","straighttalk"],"sector":"wireless","parent":"Verizon (Verizon Value, Inc., formerly Tracfone Wireless)","website":"https://www.straighttalk.com","regulators":["fcc"],"notes":"Prepaid brand. The Terms are an agreement between the customer and Verizon Value, Inc., a Delaware corporation; the site footer says Straight Talk is a registered trademark of Verizon Value, Inc, a Verizon company. Devices bought at Walmart follow Walmart's return policy.","channels":[{"id":"customer-care-phone","type":"phone","label":"Straight Talk Customer Care (1-877-430-CELL)","value":"+1-877-430-2355","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The contact page says to call from an alternate device for technical issues.","source":"https://www.straighttalk.com/support/contact","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Sales line (site banner)","value":"+1-866-664-3878","source":"https://www.straighttalk.com/","last_verified":"2026-10-12"},{"id":"self-service-text","type":"sms","label":"Text self-service (balance, refills)","value":"611611","hours":"24/7","source":"https://www.straighttalk.com/support/contact","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Online chat (Contact Us page)","value":"https://www.straighttalk.com/support/contact","hours":"8AM - 3AM (EST) 7 days a week","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"source":"https://www.straighttalk.com/support/contact","last_verified":"2026-10-12"},{"id":"notice-email","type":"email","label":"Verizon Value dispute resolution manager (notice of dispute)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","poor_service"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"},{"id":"notice-mail","type":"mail","label":"Verizon Value Legal Department (notices and written inquiries)","value":"Verizon Value, Inc., Attn Verizon Value Legal Department, One Verizon Way, Basking Ridge, New Jersey 07920-1097","purposes":["billing_error","cancel_service","equipment_return","poor_service"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"notice-email","note":"Written notice at least 60 days before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Ask Customer Care, then send a written notice to the Verizon Value dispute resolution manager.","evidence":["phone number","device serial number (MEID DEC)","receipt or refill record","the charge"],"steps":[{"do":"Call Customer Care or chat. Have the Straight Talk phone number and the device serial number ready.","channel":"customer-care-phone"},{"do":"If not fixed, email a written notice of dispute (or mail it to the Legal Department).","channel":"notice-email"},{"do":"After 60 days, file an FCC complaint, or start AAA arbitration or a small claims case.","regulator":"fcc"}]},{"issue":"cancel_service","summary":"Plans are non-refundable. Porting the number out deactivates service at once.","evidence":["phone number","Number Transfer PIN","date of port"],"steps":[{"do":"To keep the number, get the Number Transfer PIN from Straight Talk (contact Customer Care for help) and give it to the new carrier.","channel":"customer-care-phone"},{"do":"Use up or accept the loss of remaining service days before you port; they are lost when the number transfers."}],"facts":[{"kind":"policy","claim":"When the number transfers to another carrier, Straight Talk Service is deactivated immediately and any unused service days are lost. You need the Number Transfer PIN that Straight Talk provides.","issues":["cancel_service"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Plans have no cash value and are non-refundable. Straight Talk does not allow returns or provide refunds for any SIM Kits or Plans.","issues":["cancel_service","billing_error"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Devices bought online can be returned within 30 days of delivery, with no restocking fee; you pay return shipping.","evidence":["online order receipt","return tracking number","device serial number"],"steps":[{"do":"Follow the return instructions that came with the device. Ship it in like-new, working condition in the original packaging with all accessories and a copy of the receipt."},{"do":"Allow up to 30 business days for the credit. If it does not arrive, contact Customer Care, then send a written notice.","channel":"customer-care-phone"}],"facts":[{"kind":"deadline","claim":"For online purchases, you have thirty (30) days from the date the device was delivered to return it in like-new, working condition. No restocking, handling or shipping fees are charged, but you pay the cost to ship it back. Walmart purchases follow Walmart's return policy.","issues":["equipment_return"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"It takes up to thirty (30) business days to process a return and credit your account.","issues":["equipment_return"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"The Terms give no outage credit.","steps":[{"do":"Report the outage to Customer Care and ask for a goodwill credit. The Terms do not promise one.","channel":"customer-care-phone"},{"do":"For a long outage, file an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"policy","claim":"The Terms say Straight Talk is not responsible for any Service outages, interruptions in service or decline in the quality of service regardless of the cause.","issues":["service_outage"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Notice to Verizon Value goes by email to the Verizon Value dispute resolution manager at VZValueNOD@verizon.com, or by mail to the Verizon Value Legal Department, One Verizon Way, Basking Ridge, New Jersey 07920-1097, at least 60 days before arbitration.","issues":["billing_error","poor_service"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration is before the American Arbitration Association under its Consumer Arbitration Rules; claims within the small claims court limit can be brought there instead.","issues":["billing_error","poor_service"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"},{"kind":"fee","claim":"Effective November 1, 2026, the Reg and Telco Recovery Charge is set at 7%.","issues":["bill_increase"],"source":"https://www.straighttalk.com/support/terms-conditions","last_verified":"2026-10-12"}],"known_blockers":["Support asks for the device serial number (MEID DEC) or the Straight Talk phone number; the account holder must have them.","No published page explains how to get the Number Transfer PIN; Customer Care must help."],"official_domains":["straighttalk.com"]},{"id":"t-mobile","name":"T-Mobile","aliases":["t-mobile us","tmobile","t mobile","uscellular","us cellular","united states cellular","t-mobile home internet","t-mobile fiber","t-mobile prepaid"],"sector":"wireless","also_sectors":["internet_tv"],"parent":"T-Mobile US, Inc.","website":"https://www.t-mobile.com","regulators":["fcc"],"notes":"T-Mobile postpaid and prepaid wireless, T-Mobile 5G Home Internet and T-Mobile Fiber. T-Mobile completed its acquisition of UScellular's wireless business on August 1, 2025; UScellular customers moved to T-Mobile (the T-Mobile unlock policy page still points current UScellular customers to the UScellular unlocking policy). T-Mobile also owns Mint Mobile (Ka'ena Corporation) and Metro by T-Mobile, which have their own entries. The Terms and Conditions (effective September 1, 2026) send billing disputes and Notices of Dispute to T-Mobile Customer Relations in Albuquerque. T-Mobile does not publish an Office of the President or executive escalation channel, and its support pages publish no outage credit policy.","channels":[{"id":"customer-service-phone","type":"phone","label":"T-Mobile Customer Service (also bill payment)","value":"+1-800-937-8997","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"hours":"Customer Care representatives daily 4 a.m. to 9 p.m. Pacific Time","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer Service short code from a T-Mobile phone","value":"611","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"billing-dispute-phone","type":"phone","label":"Number named in the Terms and Conditions for bill questions and disputes","value":"+1-888-898-3087","purposes":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"t-life-chat","type":"app","label":"T-Life app (24/7 support; live agent chat)","value":"T-Life app","purposes":["billing_error","bill_increase","cancel_service","equipment_return"],"access":"login","hours":"Live agent chat 4 a.m. to 12 a.m. Pacific Time","notes":"Most SIM and eSIM changes must be done in T-Life after T-Mobile added security measures.","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"home-internet-support-phone","type":"phone","label":"T-Mobile 5G Home Internet Technical Support","value":"+1-844-275-9310","purposes":["service_outage","equipment_return"],"source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"fiber-support-phone","type":"phone","label":"T-Mobile Fiber Technical Support","value":"+1-844-783-4237","purposes":["service_outage"],"source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"international-phone","type":"phone","label":"International Customer Service (free from a T-Mobile handset while abroad)","value":"+1-505-998-3793","source":"https://www.t-mobile.com/contact-us","last_verified":"2026-10-12"},{"id":"new-customer-returns-phone","type":"phone","label":"Return Authorization line for new customers who bought by phone or online","value":"+1-866-675-1292","purposes":["equipment_return","cancel_service","refund_request"],"notes":"Current customers returning an upgrade device call 1-800-937-8997 instead.","source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"T-Mobile Customer Relations (billing disputes and Notice of Dispute)","value":"T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380","purposes":["billing_error","bill_increase","cancel_service","equipment_return","poor_service"],"notes":"Do not send payments to this address. The Terms and Conditions name this address for written billing disputes and for the Notice of Dispute required before arbitration.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"cancel-service-page","type":"portal","label":"Cancel service support (what happens when you cancel)","value":"https://www.t-mobile.com/support/account/cancel-service","purposes":["cancel_service"],"notes":"The page asks customers to call before cancelling and links to the contact page. It has no online cancel button.","source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"id":"port-out-pin","type":"portal","label":"Transfer your number out - Temporary Port Out PIN and Port Out Protection","value":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","purposes":["cancel_service"],"access":"login","notes":"Only the Primary Account Holder can generate a Temporary Port Out PIN (in T-Life or on T-Mobile.com) and remove Port Out Protection on postpaid accounts.","source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"},{"id":"device-unlock-policy","type":"portal","label":"Device Unlock Policy","value":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","purposes":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"id":"return-policy","type":"portal","label":"T-Mobile Return Policy (device and accessory returns)","value":"https://www.t-mobile.com/responsibility/legal/return-policy","purposes":["equipment_return","refund_request","cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"id":"gateway-return","type":"portal","label":"Return a coverage device or Home Internet gateway (prepaid label by email)","value":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","purposes":["equipment_return","cancel_service"],"notes":"Contact T-Mobile to start a mail return; the prepaid label usually arrives by email within 24 hours. Put the Return Authorization Slip in the box and drop it at a UPS store or in the mail.","source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"},{"id":"registered-agent-phone","type":"phone","label":"Registered agent (Corporation Service Company) - to serve a demand for arbitration","value":"+1-855-898-6293","notes":"Use only to begin arbitration or another legal proceeding, after the 60-day Notice of Dispute period.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"corporate-hq-mail","type":"mail","label":"T-Mobile US corporate headquarters (principal executive offices)","value":"T-Mobile US, Inc., 12920 SE 38th Street, Bellevue, Washington 98006-1350","notes":"Address from T-Mobile's SEC filing. It is not the complaint or Notice of Dispute address; use T-Mobile Customer Relations in Albuquerque for those.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","channel":"customer-service-phone","note":"The cancel page asks customers to call so T-Mobile can review the account and offer options before they cancel."},{"rung":"written_complaint","channel":"customer-relations-mail","note":"Written billing dispute within 60 days of the bill, and the Notice of Dispute required before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after T-Mobile receives the Notice of Dispute: AAA consumer arbitration (send a letter to the registered agent and to AAA) or small claims court."}],"playbooks":[{"issue":"billing_error","summary":"Raise the charge with customer care, then send a written dispute to Customer Relations within 60 days of the bill.","evidence":["the bill with the charge","account number","mobile number","what you expected to pay and why","chat transcript or rep name"],"steps":[{"do":"Call customer service (or 611) or use T-Life chat. Ask for the charge to be corrected and note the representative's name and date.","channel":"customer-service-phone"},{"do":"If that does not fix it, write to T-Mobile Customer Relations. Do this within 60 days after you first receive the disputed bill or charge.","channel":"customer-relations-mail"},{"do":"Pay the disputed amount while the dispute is open to avoid suspension and late fees; T-Mobile applies any credit to a future bill."},{"do":"For a formal claim, send a Notice of Dispute to the same address with the account holder name, billing account number, mobile number, a description with documents, and the amount and relief you want.","channel":"customer-relations-mail"},{"do":"If T-Mobile does not resolve it, file an FCC complaint. After 60 days from the Notice of Dispute, you may start AAA arbitration or go to small claims court.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Unless the law provides otherwise, you must notify T-Mobile in writing of any dispute about your bill or charges within 60 days after the date you first receive the disputed bill or charge. If you do not, you may not pursue a claim in arbitration or in court.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you accept a credit, refund or other compensation to resolve a bill dispute, the Terms say the issue is fully and finally resolved. Unless the law provides otherwise, you must keep paying disputed charges until the dispute is resolved.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A dispute about taxes or fees caused by your Place of Primary Use address must be raised as a refund request within 60 days of the date of the bill that contains the tax or fee.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Puerto Rico customers must notify T-Mobile of billing disputes no later than 20 days from the date the bill was sent; T-Mobile gives a determination within 20 days, and a review can then be requested from the Puerto Rico Telecommunications Bureau within 30 calendar days.","issues":["billing_error"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile recommends paying the full amount due when you have disputed charges, to avoid service interruption and late fees; credits are applied to a future bill.","issues":["billing_error"],"source":"https://www.t-mobile.com/support/account/whats-impacting-your-bill/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Check which price promotion covers the account (5-Year Price Guarantee, Price Lock or Un-contract Promise), then raise the change with customer care.","evidence":["last bill before the increase","first bill after the increase","plan name and activation date","the price promotion that applies"],"steps":[{"do":"Compare the two bills and find each changed line. Taxes, fees, add-ons and third-party services are outside every T-Mobile price promotion."},{"do":"Find which promotion applies from the plan and activation date. Call customer service or 611 and ask for the plan price to be restored if the increase breaks the promotion.","channel":"customer-service-phone"},{"do":"If you were on Last Month Price Lock or the Un-contract Promise and T-Mobile raised the plan price, tell T-Mobile within 60 days that you are leaving so it covers your final month's recurring service charges.","channel":"customer-service-phone"},{"do":"If the increase breaks a written promotion, dispute it in writing as a billing error within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"policy","claim":"Under the 5-Year Price Guarantee, the monthly price for talk, text and T-Mobile 5G data is guaranteed for 5 years from account activation (or from plan enrollment for accounts activated before April 23, 2025). It excludes taxes/fees, per-use charges, plan add-ons, third-party services and network management practices.","issues":["bill_increase"],"source":"https://www.t-mobile.com/cell-phone-plans/price-lock-faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under Last Month Price Lock (eligible plans activated or switched January 18, 2024 to April 22, 2025) and the Un-contract Promise (accounts activated before April 28, 2022), if T-Mobile changes the price and you decide to leave, tell T-Mobile within 60 days and it covers your final month's recurring service charges.","issues":["bill_increase","cancel_service"],"source":"https://www.t-mobile.com/cell-phone-plans/price-lock-faqs","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile gives at least 14 days' notice of a change to Services, Products or Rate Plan terms that has a material adverse effect on you. Surcharges may change without notice regardless of any price-related promotion, subject to that 14-day notice policy.","issues":["bill_increase"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Call customer care before cancelling; T-Mobile says it reviews the account for options to keep you.","evidence":["current bill","current T-Mobile plans and offers","competitor offers"],"steps":[{"do":"Call customer service or 611. Say you are thinking about cancelling and ask what options and plans they can offer. Give a specific target price.","channel":"customer-service-phone"},{"do":"Before changing plans, ask whether the new plan keeps your current price promotion. Changing between eligible plans does not restart the 5-Year Price Guarantee period."},{"do":"Get the new price, its end date and conditions in writing (T-Life chat transcript or order confirmation).","channel":"t-life-chat"}],"facts":[{"kind":"process","claim":"T-Mobile's cancel page says to call before you cancel so it can review your account and see what options it can offer to keep you.","issues":["price_negotiation","cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"To switch carriers, get a Temporary Port Out PIN and let the new carrier move the number; otherwise call to cancel. Expect to pay through the end of the bill cycle and any device balance.","evidence":["account number","Temporary Port Out PIN","cancellation confirmation","final bill","return tracking numbers"],"steps":[{"do":"To keep your number, have the Primary Account Holder turn off Port Out Protection and generate a Temporary Port Out PIN, then give the new carrier the T-Mobile account number, the PIN and the account PIN/passcode. Do not cancel T-Mobile first.","channel":"port-out-pin"},{"do":"To cancel without porting, call customer service or 611.","channel":"customer-service-phone"},{"do":"If you cancel a device bought in the last 14 days (store) or 20 days after shipping (phone or online), return it under the Return Policy and ask to cancel the new activation.","channel":"return-policy"},{"do":"Return Home Internet gateways and mesh extenders with the emailed prepaid label.","channel":"gateway-return"},{"do":"Check the final bill. A credit balance may be refunded automatically 30 days after the final bill. Dispute charges after the cancellation in writing within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"policy","claim":"Cancellations are future dated and typically take effect at the end of the current billing cycle. If you port your number to another carrier, you are billed through the end of the billing cycle.","issues":["cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"Service is deactivated immediately when you port your number to another carrier, but you are still charged for a full billing cycle. Cancelling a service may accelerate payments under equipment installment plans or lease agreements.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"Only the Primary Account Holder can generate a Temporary Port Out PIN, and only the Primary Account Holder can remove Port Out Protection on a postpaid account.","issues":["cancel_service"],"source":"https://www.t-mobile.com/support/account/transfer-your-phone-number/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a credit balance remains 30 days after the final bill, a refund may be issued automatically. A final credit balance under $1.00 is refunded only on request.","issues":["cancel_service","refund_request"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile unlocks an eligible postpaid device free of charge after it has been active on the requesting line for at least 40 days, if any financing or lease is paid in full and a cancelled account has a zero balance. It unlocks remotely within two business days of eligibility when the device supports it.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"A prepaid device is eligible for unlock after 365 days on the T-Mobile network, or earlier if the account had more than $100 in refills per active line and more than 14 days have passed since purchase; no more than 2 unlocks per line in 12 months.","issues":["cancel_service"],"source":"https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a new device within 14 days (store purchase) or 20 days after shipping (phone or online); return Home Internet gateways promptly with the prepaid label.","evidence":["receipt or order number","Return Authorization","return tracking number","device IMEI or serial number"],"steps":[{"do":"For a store purchase, return the device with the receipt and all box contents to a T-Mobile store within 14 days of purchase.","channel":"return-policy"},{"do":"For a phone or online order, return it to a store or call for a Return Authorization and an emailed prepaid label within 20 days of the ship date. New customers call 1-866-675-1292; current customers returning an upgrade call 1-800-937-8997.","channel":"new-customer-returns-phone"},{"do":"For a Home Internet gateway or coverage device, contact T-Mobile to start the return, pack the Return Authorization Slip, and ship with the prepaid label. Keep the tracking number.","channel":"gateway-return"},{"do":"If a non-return or restocking fee appears after you returned the equipment, send the tracking number and ask for removal. Then dispute it in writing within 60 days.","channel":"customer-relations-mail"}],"facts":[{"kind":"deadline","claim":"A device or accessory bought in a T-Mobile store can be returned or exchanged for a refund within 14 days of the purchase or lease date. A device bought by phone or online can be returned within 20 days of the date it shipped.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"fee","claim":"The restocking fee is based on the device Full Retail Price - $75 for devices of $600 or more, $50 for $300-$599, and $25 for less than $300. Refunds exclude rebates, applicable taxes and fees, and shipping costs.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Devices bought through Costco can be returned within 90 days; Costco's T-Mobile support team handles returns at 833-906-2803.","issues":["equipment_return"],"source":"https://www.t-mobile.com/responsibility/legal/return-policy","last_verified":"2026-10-12"},{"kind":"process","claim":"Refunds for a returned new device may take up to 30 days to process. Everything in the box must be returned; SIM cards do not need to be returned.","issues":["equipment_return","refund_request"],"source":"https://www.t-mobile.com/support/devices/return-a-new-device","last_verified":"2026-10-12"},{"kind":"deadline","claim":"After a Home Internet line is cancelled, a return label is emailed automatically, and the gateway and mesh Wi-Fi extender must be returned within 14 days. Failure to return on time may result in a non-return fee of up to $370 plus tax.","issues":["equipment_return","cancel_service"],"source":"https://www.t-mobile.com/support/account/cancel-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"Gateway and coverage device returns have no shipping or restocking charge. If T-Mobile does not receive the device within 30 days of starting the return, or it arrives damaged or inoperable, you pay the replacement or repair cost of up to $370.","issues":["equipment_return"],"source":"https://www.t-mobile.com/support/coverage/return-a-t-mobile-coverage-device","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration or court, you must send a written Notice of Dispute to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380 with the account holder name, billing account number, mobile number, a description with documents, and a good-faith damages calculation and requested relief. Neither side may start a proceeding until 60 days after receipt.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration is administered by the American Arbitration Association under its Consumer Arbitration Rules. To begin, send a letter requesting arbitration to T-Mobile's registered agent (Corporation Service Company) and to the AAA. Either side may choose small claims court for an eligible claim before the arbitrator is appointed.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To the extent the law allows, an arbitration or court proceeding must start within two (2) years of the date the claim arises.","source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"limit","claim":"The Terms and Conditions say T-Mobile does not promise uninterrupted service and is not liable for problems with service availability or quality; they state no outage credit.","issues":["service_outage"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Prepaid service is non-refundable, even if returned during the cancellation period, and there is no compensation for unused airtime or data.","issues":["refund_request"],"source":"https://www.t-mobile.com/responsibility/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile completed the acquisition of the UScellular wireless business on August 1, 2025.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"T-Mobile acquired 100% of the equity of Ka'ena Corporation and its subsidiaries, including Mint Mobile LLC.","source":"https://www.sec.gov/Archives/edgar/data/1283699/000128369925000154/tmus-20250930.htm","last_verified":"2026-10-12"}],"known_blockers":["Only the Primary Account Holder can generate a Temporary Port Out PIN or remove Port Out Protection; an agent cannot do this for the person.","Calls to customer care require the account PIN/passcode; online access requires the T-Mobile ID password.","Cancellation is by phone; the cancel support page has no online cancel button.","T-Mobile support pages hide key details in collapsed sections that do not show in plain page text."],"official_domains":["t-mobile.com"],"security":{"never_asks":[{"kind":"policy","claim":"T-Mobile says it will never send you a request for sensitive personal data or account information, and tells customers never to confirm such information in response to an unsolicited email, text or inbound call.","source":"https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A call or text claims there is suspicious activity on your account and asks you to 'verify' your identity by sharing your login, account number, PIN or one-time code.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Do not edit the message or add comments. Reporting is free and does not count against your plan.","source":"https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud","last_verified":"2026-10-12"}]}},{"id":"us-mobile","name":"US Mobile","aliases":["usmobile","us mobile inc"],"sector":"wireless","parent":"US Mobile, Inc.","website":"https://www.usmobile.com","regulators":["fcc"],"notes":"Prepaid wireless service provided by US Mobile, Inc. (New York). Arbitration is with National Arbitration and Mediation (NAM). Terms effective June 23, 2026.","channels":[{"id":"support-phone","type":"phone","label":"US Mobile support","value":"+1-878-205-0088","hours":"9am-9pm Eastern","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-email","type":"email","label":"US Mobile support email (24/7)","value":"help@usmobile.com","purposes":["billing_error","bill_increase","cancel_service","service_outage"],"notes":"The page shows the address behind an email-protection link; this is the decoded address.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"US Mobile chat support (24/7)","value":"https://www.usmobile.com/about-us","purposes":["billing_error","cancel_service","service_outage"],"notes":"The page says \"24/7 support by chat and email\" but gives no direct chat link.","source":"https://www.usmobile.com/about-us","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (mail)","value":"US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017","purposes":["billing_error","bill_increase","cancel_service","service_outage","poor_service"],"notes":"For an arbitration opt-out, use \"Attn Legal/Arbitration Agreement Opt Out\" at the same address.","source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"written_complaint","channel":"notice-of-dispute-mail","note":"Written notice at least 60 days before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"National Arbitration and Mediation (NAM); small claims court for individual relief is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Dispute promptly (within 30 days of the charge appearing) by chat or email, then mail a Notice of Dispute.","evidence":["account email","invoice from the online account","the charge and the correct amount"],"steps":[{"do":"Contact support by chat, email or phone as soon as the charge appears on your online account statement. Ask for a correction or refund to the payment method on file.","channel":"support-email"},{"do":"If not fixed, mail a Notice of Dispute to the Legal department.","channel":"notice-of-dispute-mail"},{"do":"After 60 days, file an FCC complaint, or start NAM arbitration or a small claims case.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"The Terms limit US Mobile's liability for unauthorized or disputed charges that appeared more than 30 days earlier on your online account statement and that you did not promptly dispute.","issues":["billing_error"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"US Mobile must give at least 30 days' written notice of a price increase. If you do not accept a materially adverse change, cancel.","evidence":["price change notice","invoices before and after"],"steps":[{"do":"Check the date of the written notice. An increase needs at least 30 days' prior notice."},{"do":"Ask support for a cheaper plan with the same service, or cancel if you do not accept the change.","channel":"support-chat"}],"facts":[{"kind":"policy","claim":"US Mobile may increase any applicable charges upon at least thirty (30) days' prior written notice. If you do not accept a materially adverse change, you must cancel the service.","issues":["bill_increase"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel any time. Porting out forfeits the rest of the billing cycle. Full refunds only within 45 days of purchase with no usage in the current cycle.","evidence":["account email","purchase date","usage in the current cycle"],"steps":[{"do":"Before porting out, note that the remaining days in the billing cycle are forfeited."},{"do":"Ask support whether a refund applies. Month-to-month plans get a full refund only if purchased less than 45 days ago with no usage in the current cycle.","channel":"support-chat"}],"facts":[{"kind":"policy","claim":"Porting out from US Mobile immediately forfeits any remaining days in your billing cycle.","issues":["cancel_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"policy","claim":"US Mobile does not refund Service used and canceled during the monthly billing cycle. Month-to-month plans can get a full refund if it has been less than 45 days since the date of purchase and the line has no usage in the current cycle. Refunds go to the original payment method.","issues":["cancel_service","billing_error"],"source":"https://www.usmobile.com/refund-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"For unlimited plans, a partial refund is the amount paid for the current cycle minus $2 per GB of premium data used.","issues":["cancel_service"],"source":"https://www.usmobile.com/refund-policy","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The party seeking arbitration must give written notice at least 60 days in advance. Notice to US Mobile goes to US Mobile, Inc., Attn Legal/Notice of Dispute, 295 Madison Ave, 6th Floor, New York, NY 10017. Arbitration is with National Arbitration and Mediation (NAM).","issues":["billing_error","poor_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Either side may bring an action seeking only individualized relief in a local small claims court instead of arbitration.","issues":["billing_error","poor_service"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"},{"kind":"limit","claim":"US Mobile's liability is limited to a credit or refund that must not exceed the total charges you paid. The Terms give no specific outage credit.","issues":["service_outage"],"source":"https://www.usmobile.com/terms","last_verified":"2026-10-12"}],"known_blockers":["Lines need Autopay with a valid card on file to renew; removing the card can cancel the account.","The Terms do not publish port-out PIN steps; ask support."],"official_domains":["usmobile.com"]},{"id":"verizon","name":"Verizon","aliases":["verizon wireless","verizon mobile","verizon fios","fios","verizon 5g home","verizon home internet"],"sector":"wireless","also_sectors":["internet_tv"],"website":"https://www.verizon.com","account_url":"https://secure.verizon.com/signin","regulators":["fcc"],"notes":"Verizon wireless (postpaid), Fios and 5G Home internet. Verizon completed its acquisition of Frontier Communications on January 20, 2026; Frontier is now a wholly owned Verizon subsidiary with its own entry under internet providers. Visible and Straight Talk are separate Verizon brands with their own entries. Wireless and wireline (Fios) use different Notice of Dispute forms.","channels":[{"id":"wireless-phone","type":"phone","label":"Verizon customer service (speak to an agent)","value":"+1-800-922-0204","hours":"8AM-7PM Mon-Sat, 8AM-5PM Sun (time zone not stated)","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer service from a Verizon phone","value":"*611","source":"https://www.verizon.com/support/pound-star-codes/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"1-800-VERIZON (general line shown on support pages)","value":"+1-800-837-4966","notes":"Verizon pages show it in the header without a stated purpose. The Notice of Dispute page tells customers to call 1-800-Verizon or chat first.","source":"https://www.verizon.com/support/network/","last_verified":"2026-10-12"},{"id":"chat","type":"chat","label":"Contact us and chat (My Verizon chat for account changes)","value":"https://www.verizon.com/support/contact-us/","access":"login","notes":"For cancellation, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". The contact page blocks automated fetches.","source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireless","type":"web_form","label":"Notice of Dispute form (wireless consumer and business)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"Three-step online form, about 5-10 minutes. Needs the account owner's name, account number, phone number and billing address.","source":"https://www.verizon.com/about/nod/notice-of-dispute-wireless-form","last_verified":"2026-10-12"},{"id":"notice-of-dispute-wireline","type":"web_form","label":"Notice of Dispute form (wireline, including Fios)","value":"https://www.verizon.com/about/nod/notice-of-dispute-wireline-form","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"id":"dispute-manager-mail","type":"mail","label":"Verizon Dispute Resolution Manager (residential arbitration notices)","value":"Verizon Dispute Resolution Manager, One Verizon Way, VC54N100, Basking Ridge, NJ 07920-1097","purposes":["billing_error","poor_service"],"notes":"Published on Verizon's residential (Fios) arbitration page; the mediation section uses mail code VC54N090. The wireless agreement instead says to write to the customer service address on your bill.","source":"https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation","last_verified":"2026-10-12"},{"id":"dispute-manager-email","type":"email","label":"Verizon Dispute Resolution Manager email (residential)","value":"NoticeOfDispute@verizon.com","purposes":["billing_error","poor_service"],"source":"https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation","last_verified":"2026-10-12"},{"id":"trade-in","type":"web_form","label":"Device trade-in (start and check status)","value":"https://www.verizon.com/trade-in/","purposes":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"wireless-phone"},{"rung":"retention","channel":"wireless-phone","note":"Verizon says to call Customer Service before disconnecting to see if you qualify for additional offers."},{"rung":"supervisor","channel":"wireless-phone","note":"Verizon's arbitration FAQ says you can ask to speak to a Supervisor."},{"rung":"written_complaint","channel":"notice-of-dispute-wireless","note":"Starts the 60-day period before arbitration. Use the wireline form for Fios."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"If not resolved within 60 days of the notice, file with the AAA, or bring an individual small claims action."}],"playbooks":[{"issue":"billing_error","summary":"Ask customer service, then a supervisor, then send a written Notice of Dispute. Keep paying undisputed charges.","evidence":["the bill with the charge","account number","mobile number","what you expected to pay and why"],"steps":[{"do":"Call customer service or chat. Ask for the correction and a reference number. Ask for a supervisor if refused.","channel":"wireless-phone"},{"do":"Submit the wireless Notice of Dispute form, or write to the customer service address on your bill. This preserves arbitration and small claims rights.","channel":"notice-of-dispute-wireless"},{"do":"If not resolved in 60 days, file an FCC complaint, or go to small claims court or AAA arbitration.","regulator":"fcc"}],"facts":[{"kind":"policy","claim":"Postpay customers must still pay all charges while a dispute is pending, unless the law says otherwise. To preserve arbitration or small claims rights, you must write to Verizon at the customer service address on your bill or use the notice of dispute form.","issues":["billing_error"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Verizon can change prices with notice. A materially adverse change gives a 60-day window to cancel the affected line without an early termination fee.","evidence":["price change notice","bills before and after"],"steps":[{"do":"Find the notice of the change and its date."},{"do":"Ask customer service for current offers or a cheaper plan with the same service.","channel":"wireless-phone"},{"do":"If the change has a material adverse effect on you, object to it and, if Verizon does not reverse it, cancel the affected line within 60 days of the notice.","channel":"wireless-phone"}],"facts":[{"kind":"policy","claim":"Verizon may change prices or other terms at any time after notice. If a change to your plan or the agreement has a material adverse effect on you, you can cancel the affected line within 60 days of receiving the notice with no early termination fee, if Verizon fails to negate the change after you notify it of your objection.","issues":["bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Call customer service before cancelling and ask what offers you qualify for.","evidence":["current bill","current Verizon offers","competitor offers"],"steps":[{"do":"Call customer service. Say you plan to cancel and ask whether you qualify for additional offers. Give a target price.","channel":"wireless-phone"},{"do":"Get the offer, its end date and conditions in writing (chat transcript or order confirmation)."}]},{"issue":"cancel_service","summary":"Port the number out (the new carrier closes the line), or cancel by My Verizon chat or phone. Cancellation takes effect at the end of the bill period.","evidence":["account PIN","cancellation confirmation","final bill"],"steps":[{"do":"To keep the number, generate a Number Transfer PIN in the My Verizon app or website, dial","channel":"wireless-phone"},{"do":"To cancel without porting, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\", or call customer service. The Account Owner must authorize it.","channel":"chat"},{"do":"Check the final bill. Any remaining device payment balance is due in full, and device promotion credits stop."},{"do":"Dispute wrong final-bill charges with the Notice of Dispute form, then the FCC.","channel":"notice-of-dispute-wireless"}],"facts":[{"kind":"limit","claim":"Only the Account Owner or Account Managers can transfer numbers, and the Number Transfer PIN expires after 7 days. The account must stay open until the move is completed.","issues":["cancel_service"],"source":"https://www.verizon.com/support/port-out-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A cancellation takes effect on the last day of the billing period in which you cancel. Any remaining device payment balance is due in full on the final bill, and security deposits are refunded within 30-60 days minus outstanding charges.","issues":["cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You can cancel a line of Service within 30 days of accepting the Customer Agreement, as long as you return any equipment you bought from Verizon within the applicable return period. You still pay for service through that date.","issues":["cancel_service"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return devices within 30 days of purchase ($50 restocking fee). Return Verizon-owned home equipment within 30 days after cancellation.","evidence":["receipt","return tracking number","device IMEI or equipment serial number"],"steps":[{"do":"Start a return through My Verizon, customer service or a Verizon store within 30 days of purchase. Returning a device does not cancel service.","channel":"wireless-phone"},{"do":"Mail a trade-in device within 30 days. The credit is applied after Verizon receives the device.","channel":"trade-in"},{"do":"For Fios or home internet equipment, return it within 30 days after cancellation and keep the receipt."},{"do":"If charged for returned equipment, send the tracking number and ask for removal. Then use the Notice of Dispute form.","channel":"notice-of-dispute-wireless"}],"facts":[{"kind":"deadline","claim":"Devices can be returned or exchanged within 30 days of purchase, in like-new condition with the original box, all components and the original receipt. Only one exchange is allowed.","issues":["equipment_return"],"source":"https://www.verizon.com/support/return-policy/","last_verified":"2026-10-12"},{"kind":"fee","claim":"A $50 restocking fee plus applicable taxes applies to any return or exchange of a wireless device (excluding Hawaii).","issues":["equipment_return"],"source":"https://www.verizon.com/support/return-policy/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Verizon's trade-in page says to mail the old device within 30 days, and applies the credit once it receives the device.","issues":["equipment_return"],"source":"https://www.verizon.com/trade-in/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Verizon-owned home internet equipment must be returned within 30 days after cancellation, or an unreturned equipment fee of up to $300 per unit may apply.","issues":["equipment_return"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Postpay customers who lose service for more than 24 hours in a row through Verizon's fault can ask for a credit within 180 days.","evidence":["outage dates and times","location","ticket number"],"steps":[{"do":"Call customer service within 180 days. Say how long service was lost and ask for a credit for the time lost.","channel":"wireless-phone"},{"do":"If refused, submit the Notice of Dispute form, then file an FCC complaint.","channel":"notice-of-dispute-wireless"}],"facts":[{"kind":"compensation","claim":"If you are a Postpay customer and you lose Service in your Coverage Area for more than 24 hours in a row and Verizon is at fault, call within 180 days and Verizon gives you a credit for the time lost. The agreement says these are your only rights for dropped calls or interrupted Service.","issues":["service_outage"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The Verizon Mobile Customer Agreement (updated June 16, 2026) requires the party seeking arbitration to notify the other party in writing at least 60 days in advance. Notice to Verizon goes to the wireless dispute resolution manager through the online Notice of Dispute form.","issues":["billing_error","poor_service"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the dispute is not resolved within 60 days of the notice, either party may file for arbitration with the AAA. For claims within the small claims court limit, either side can bring an individual small claims action instead.","issues":["billing_error","poor_service"],"source":"https://www.verizon.com/about/nod/notice-dispute-form","last_verified":"2026-10-12"},{"kind":"fee","claim":"If a Postpay payment is late, Verizon charges a late fee of up to 5 percent per month on the unpaid balance, or a flat $10 per month, whichever is greater, if allowed by law in the state of your billing address.","issues":["billing_error","bill_increase"],"source":"https://www.verizon.com/support/customer-agreement/","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Verizon's cancellation page says to call Customer Service before disconnecting to see if you qualify for additional offers.","issues":["price_negotiation","cancel_service"],"source":"https://www.verizon.com/support/disconnect-cancel-mobile/","last_verified":"2026-10-12"}],"known_blockers":["Cancellation and number transfers need the Account Owner (or an Account Manager for transfers), with the Account PIN or the last 4 SSN digits.","Generating a Number Transfer PIN online needs sign-in to My Verizon on a standard monthly account.","Verizon's contact page and main customer agreement page block automated fetches; the support-path agreement page works."],"official_domains":["verizon.com"],"security":{"never_asks":[{"kind":"policy","claim":"Verizon will never contact you to request any password, PIN, Social Security number or payment information.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon will never ask for personal or account information by email or text message.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"Verizon does not send text messages that ask for credit card or payment information, or for your username, password, account PIN, Social Security number or other sensitive account or personal information.","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"SIM swap: a criminal moves your phone number to a SIM card or eSIM profile they control. Verizon offers free SIM Protection to lock lines against transactions that need a new SIM.","source":"https://www.verizon.com/about/account-security/sim-swapping","last_verified":"2026-10-12"},{"kind":"policy","claim":"Port-out fraud: your number is moved to another carrier without your request. Verizon offers free Number Lock, which only the Account Owner or an Account Manager can turn on or off.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Smishing: text messages that claim to be from Verizon and contain malicious links or return phone numbers.","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts that claim to be from Verizon to 7726 (SPAM)","value":"7726","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Verizon","value":"phishing@verizon.com","source":"https://www.verizon.com/about/account-security/phishing","last_verified":"2026-10-12"},{"id":"report-sim-swap-port-out","type":"phone","label":"Report a SIM change or number port you did not request (or dial *611 from a Verizon phone)","value":"+1-800-922-0204","notes":"After hours, use Chat With Us, sign in and type 'Live Agent'.","source":"https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs","last_verified":"2026-10-12"},{"id":"fraud-claim","type":"web_form","label":"File a fraud claim with Verizon","value":"https://www.verizon.com/account-security/file-a-fraud-claim","source":"https://www.verizon.com/about/account-security/overview","last_verified":"2026-10-12"}]}},{"id":"visible","name":"Visible","aliases":["visible wireless","visible by verizon","visible mobile"],"sector":"wireless","parent":"Verizon (service provided by Verizon Value, Inc.)","website":"https://www.visible.com","regulators":["fcc"],"notes":"\"Visible by Verizon\", an app-based prepaid service on Verizon's network. The Terms say service is provided by Verizon Value, Inc. or an affiliate (Visible Fiber Home Internet by Verizon Online LLC). Support is by chat in the app or website; the Terms list no support phone number.","channels":[{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"notices-email","type":"email","label":"General notices to Visible","value":"support@visible.com","purposes":["billing_error","poor_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"chat"},{"rung":"written_complaint","channel":"dispute-notice-email","note":"Written notice at least 60 days before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge in chat within 180 days, then email the dispute resolution manager.","evidence":["account email","phone number","the charge and date","chat transcript"],"steps":[{"do":"Open chat in the Visible app or website. Describe the charge and ask for a correction. Save the transcript.","channel":"chat"},{"do":"If not fixed, email a written notice of dispute to the dispute resolution manager within 180 days of the date the charge was incurred.","channel":"dispute-notice-email"},{"do":"After 60 days, file an FCC complaint, or start AAA arbitration or a small claims case.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"You must dispute charges for any Service within 180 days of the date the disputed charge was incurred.","issues":["billing_error"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account has been activated, Visible does not issue refunds for payments you have made.","issues":["billing_error","cancel_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel any time. Porting the number out cancels the line; get the port-out PIN from your Account profile.","evidence":["account email","port-out PIN","cancellation date"],"steps":[{"do":"To keep the number, get the port-out PIN from your Account profile and give it to the new carrier. The port cancels Visible service for that number.","channel":"chat"},{"do":"To cancel without porting, cancel in chat. Expect no refund of any account balance.","channel":"chat"}],"facts":[{"kind":"policy","claim":"If you port a number from Visible, Visible treats it as a request to cancel Service for that number. You need the port-out PIN from your Account profile, and you are not entitled to a refund of any balance on your account.","issues":["cancel_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a device within 14 days of purchase. Get the prepaid label in chat.","evidence":["order receipt","return tracking number","device IMEI"],"steps":[{"do":"Log in and type \"return my device\" in the chat box. A prepaid return label is emailed to you.","channel":"chat"},{"do":"Pack the like-new device with all accessories in the original box with the order receipt. Turn off Find My iPhone, delete data and remove any physical SIM."},{"do":"Card refunds can take up to 3 weeks after Visible receives the device. If not refunded, dispute it in chat, then by the dispute notice email.","channel":"dispute-notice-email"}],"facts":[{"kind":"deadline","claim":"If you wish to return your wireless device, you must do so within 14 days of purchase. Credit card purchases are refunded to the card, which may take up to 3 weeks.","issues":["equipment_return"],"source":"https://www.visible.com/returns-policy","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"For an outage over 24 hours in a row that is Visible's fault, contact Customer Care within 180 days for a credit.","evidence":["outage dates and times","location","chat transcript"],"steps":[{"do":"Contact Customer Care by chat within 180 days. Give the outage dates and ask for a credit for the time lost.","channel":"chat"}],"facts":[{"kind":"compensation","claim":"If you lose Service for more than 24 hours in a row and Visible is at fault, contact Customer Care within 180 days and Visible gives you a credit for the time lost.","issues":["service_outage"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Notice of a dispute goes in writing to Visible's wireless dispute resolution manager at VZValueNOD@verizon.com, at least 60 days before arbitration. Arbitration is before the American Arbitration Association; small claims court is an alternative.","issues":["billing_error","poor_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visible may change prices or other terms at any time, and you can cancel for any reason at any time. Visible says it gives notice before changes that would negatively affect your Service.","issues":["bill_increase"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you fail to make payment when due, Visible suspends and/or cancels your Service. The Terms list no late fee.","issues":["billing_error"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"known_blockers":["No published support phone number; support is chat in the app or website and needs sign-in.","The help center and contact pages need JavaScript and do not load for simple fetches."],"official_domains":["visible.com"]}],"dossiers":{"adobe":{"meta":{"company":"adobe","title":"Adobe — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCheck your plan type before you cancel. Every Adobe plan is fully refunded if you cancel within 14 days of the initial order; after that, an \"annual, billed monthly\" plan charges a lump sum of 50% of the remaining contract (30% of the annual commitment in California). Cancel in your Adobe Account or through Customer Support. In March 2026 the Justice Department announced a proposed $150 million settlement over Adobe's early termination fee and cancellation process; it needs court approval.\n\n## How complaints actually go\n\n- Adobe's terms say you can cancel any time in your Adobe Account or by contacting Customer Support. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- The terms point to Adobe Customer Support, the Help Center at helpx.adobe.com, for cancellation and refund help. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- In June 2024 the Justice Department, on referral from the FTC, sued Adobe and two executives, alleging that Adobe hid the early termination fee for the \"annual paid monthly\" plan and made online and phone cancellation hard, in violation of ROSCA. [FTC press release, June 17, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/06/ftc-takes-action-against-adobe-executives-hiding-fees-preventing-consumers-easily-cancelling)\n- On March 13, 2026 the Justice Department announced a proposed stipulated order: $75 million in civil penalties and $75 million in free services to customers. Adobe must disclose any early termination fee and how it is calculated before enrollment, remind customers before a free trial longer than seven days converts to a plan with that fee, and provide easy ways to cancel. The order takes effect only if the court enters it. [Justice Department, March 13, 2026](https://www.justice.gov/opa/pr/adobe-agrees-150-million-settlement-and-injunction-resolve-alleged-violations-restore-online)\n\n## What tends to work\n\n- Cancel within 14 days of the initial order: Adobe's terms say \"you'll be fully refunded\" for monthly, annual billed monthly and annual prepaid plans. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- If a rate change notice arrives, Adobe says it \"will notify you of any rate change with the option to cancel\"; on an annual billed monthly plan, ask Customer Support whether the early cancellation fee applies when you cancel because of the change. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- If charges continue after you cancel, the FTC advises disputing them with your card company, following up in writing by certified mail with a return receipt, and reporting at ReportFraud.ftc.gov. [FTC: free trials, auto-renewals and subscriptions](https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions)\n\n## Traps and fine print\n\n- Annual contract, billed monthly: cancel after 14 days and you are charged a lump sum of 50% of the remaining contract obligation; in California, 30% of the annual commitment. Service continues to the end of that month's billing period. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- Monthly plans are non-refundable after 14 days, and annual prepaid plans are non-refundable after 14 days with service to the end of the term. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- A free trial converts automatically: \"At the end of your free trial, your subscription begins, and Adobe will automatically charge your payment method.\" [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- The Adobe Account plan page needs sign-in and a JavaScript browser, so an agent usually has to hand the cancellation to the person. [Adobe: manage your plan](https://www.adobe.com/go/acctmgmt_plan)\n\n## Scams that target customers\n\n- Report an email, website or pop-up that falsely claims to represent Adobe to phishing@adobe.com; psirt@adobe.com is only for security vulnerabilities in Adobe products. (Read from search-result text; helpx.adobe.com blocked automated reading on 2026-10-12.) [Adobe: notifying Adobe of security issues](https://helpx.adobe.com/security/alertus.html)\n"},"adt":{"meta":{"company":"adt","title":"ADT — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nEverything depends on the contract you signed, so get your copy first: ADT's standard terms run two, three or five years, then renew in 30-day periods, and cancelling during the initial term costs a share of all remaining monthly payments. If a salesperson signed you up at home in the last three business days, cancel under the FTC Cooling-Off Rule by mail instead. Call 800-ADT-ASAP to cancel or to check any door-to-door visitor who says they are from ADT, and confirm everything in writing.\n\n## How complaints actually go\n\n- ADT's 10-K for 2025 says standard contract terms are two, three or five years \"with automatic renewals for successive 30-day periods for residential security customers.\" [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- Many accounts start with independent authorized dealers, who must offer ADT every qualified monitored account they sign; ADT's own direct channel includes door-to-door activities. [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- ADT's main line is 800-ADT-ASAP (800-238-2727); ADT gives it for verifying visits and reporting attempts to switch your provider. [ADT newsroom, May 13, 2025](https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics)\n- adt.com, its help center and its contract PDFs blocked automated reading on 2026-10-13, so an agent cannot check the contract terms online; work from the customer's signed copy. [ADT terms page (blocked to automated fetches)](https://www.adt.com/about-adt/legal/residential-terms-and-conditions)\n\n## What tends to work\n\n- Cancel during a renewal period. Search results for ADT's residential terms quote that contracts renew for successive 30-day terms unless either party ends them at least 30 days before the end of the current term, and that no termination charges are due for a termination during a renewal period (search snippet only; check your contract). [ADT residential terms](https://www.adt.com/about-adt/legal/residential-terms-and-conditions)\n- Use a price increase. A search result for ADT's residential terms quotes a clause that lets the customer object in writing within 30 days of a monitoring price increase and, if ADT does not waive it, terminate without contract termination charges (search snippet only; confirm your contract has it). [ADT residential terms](https://www.adt.com/about-adt/legal/residential-terms-and-conditions)\n- Within three business days of a sale made at your home, cancel under the FTC Cooling-Off Rule: sign and mail the cancellation form, postmarked before midnight of the third business day; the seller must refund within 10 business days. [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help), [16 CFR 429.1](https://www.law.cornell.edu/cfr/text/16/429.1)\n\n## Traps and fine print\n\n- Cancelling or defaulting during the initial term lets ADT collect a termination payment \"equal to a designated percentage of all remaining monthly payments.\" [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- Search results for ADT's terms quote 75 percent of the remaining monthly charges for residential contracts and 90 percent for small business contracts (search snippet only; your contract controls). [ADT residential terms](https://www.adt.com/about-adt/legal/residential-terms-and-conditions)\n- In California, an alarm contract that renews for more than one month needs a separate auto-renewal disclosure that the customer signed or initialed; without it the automatic renewal provision is void. [Cal. Bus. & Prof. Code 7599.54](https://california.public.law/codes/business_and_professions_code_section_7599.54)\n\n## By the numbers\n\n- ADT had about 6.1 million security monitoring service subscribers as of December 31, 2025. [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- In a May 18, 2018 release, the BBB said more than 700,000 North American consumers used BBB resources to research home security companies in 2017, and thousands complained about misleading sales pitches or reported door-to-door scams. [BBB release via ADT investor relations](https://investor.adt.com/News--Events/news/news-details/2018/BBB-Helps-Fight-Fraud-at-the-Front-Door-by-Teaming-with-ADT-and-Other-Security-Leaders-05-18-2018/default.aspx)\n\n## Scams that target customers\n\n- Door-to-door salespeople try to trick ADT customers into changing their security provider. ADT says its Solutions Advisors and Authorized Dealers carry company-issued ID, \"If they fail to provide it, don't believe them,\" and to call 800-ADT-ASAP before letting an unexpected visitor in. [ADT newsroom, May 13, 2025](https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics)\n- ADT's deceptive sales pages list pitches such as \"We're here to upgrade your ADT system\" and \"Our company just bought ADT\" (search snippet only). [ADT: deceptive security sales](https://www.adt.com/deceptive-security-sales)\n- Report a deceptive sales attempt to ADT at 800-238-2727, the Better Business Bureau or local law enforcement. [ADT newsroom, May 13, 2025](https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics)\n"},"aetna":{"meta":{"company":"aetna","title":"Aetna — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall the number on your member ID card, then appeal a denied claim within 180 days. Aetna's decision clock depends on whether your plan has one or two appeal levels, and urgent appeals are decided within 72 or 36 hours. After the internal appeal, ask for external review: through the state for insured plans, or through Aetna's External Review Program for some self-funded employer plans. Your state insurance office (in California, the DMHC for insured HMOs and the Department of Insurance for insured traditional plans) can help if you disagree with a decision. Report billing for care you never got to Aetna's fraud hotline, 1-800-338-6361.\n\n## How complaints actually go\n\n- Members should call the number on the member ID card; Aetna's corporate contact center is 1-800-872-3862 (Monday-Friday, 8 a.m.-6 p.m. ET), and its mailing address is Aetna Inc., 151 Farmington Avenue, Hartford, CT 06156. [Contact Aetna](https://www.aetna.com/about-us/contact-aetna.html)\n- Non-Medicare members can file a complaint online or on a printable form; Medicare members use a separate grievance process. [Aetna complaints, grievances and appeals](https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html)\n- Non-Medicare appeals: 180 days from the denial notice (longer if the plan documents allow). One-appeal plans decide pre-service appeals within 30 days and others within 60 days; two-appeal plans decide within 15 and 30 days, and the second review must be requested within 60 days of the first decision. [Aetna claim denials](https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html)\n- Urgent appeals are decided within 72 hours (one-appeal plans) or 36 hours (two-appeal plans). [Aetna claim denials](https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html)\n- Medicare Advantage: expedited authorization appeals within 72 hours, standard authorization appeals within 30 calendar days, standard claim-denial appeals within 60 calendar days with no expedited option, and standard Part D redeterminations within 7 days. [Aetna Medicare appeals](https://www.aetna.com/medicare/contact-us/appeal.html)\n\n## What tends to work\n\n- Include the group name, your name, your member ID and the records you want reviewed with the appeal. [Aetna claim denials](https://www.aetna.com/individuals-families/member-rights-resources/claim-denials.html)\n- If your employer's self-funded plan has opted into the Aetna External Review Program, a denial for lack of medical necessity or as experimental that would cost you more than $500 can go to an independent reviewer after appeals; reviews are generally decided within 30 calendar days and bind Aetna and the plan. Call the National External Review Unit at 1-877-848-5855. [Aetna External Review Program](https://www.aetna.com/individuals-families/member-rights-resources/claims-coverage/aetna-external-review-program.html)\n- Ask the state for help: Aetna says your state insurance office can help if you disagree with a plan decision, and for plans under federal health reform the Employee Benefits Security Administration (1-866-444-3272) can help with an appeal. [Aetna complaints, grievances and appeals](https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html)\n- Appeal Medicare Advantage post-acute denials: CVS Health (Aetna's parent) overturned 98.2 percent of appealed denials for skilled nursing facility admission in June 2024. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n\n## Traps and fine print\n\n- In California, the right regulator depends on the plan: the Department of Managed Health Care for insured HMO and DMO plans, the Department of Insurance for insured traditional plans. [Aetna complaints, grievances and appeals](https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html)\n- The Aetna External Review Program applies only when the self-funded plan sponsor elects it and the plan appeal process is exhausted. [Aetna External Review Program](https://www.aetna.com/individuals-families/member-rights-resources/claims-coverage/aetna-external-review-program.html)\n- Expedited decisions are not available for Medicare Advantage claim-denial appeals, only for authorizations. [Aetna Medicare appeals](https://www.aetna.com/medicare/contact-us/appeal.html)\n\n## By the numbers\n\n- Medicare Advantage, June 2024: CVS Health denied 13.5 percent of skilled nursing facility admission requests (2,170 denials) and overturned 375 of 382 appealed denials. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n- In Medicaid managed care, CVS overturned 22 percent of appealed prior authorization denials in 2025 data. [KFF, August 2026](https://www.kff.org/patient-consumer-protections/prior-authorization-metrics-provide-new-insights-into-insurer-practices-but-gaps-remain/)\n\n## Scams that target customers\n\n- Check every plan statement; billing for services or supplies never provided is fraud. Call the number on your ID card, the fraud hotline at 1-800-338-6361, or email AetnaSIU@aetna.com. [Aetna fraud and abuse](https://www.aetna.com/about-us/fraud-waste-abuse.html)\n- \"Free\" genetic tests and cheek swabs offered by phone, at events or door to door are used to steal Medicare information; refuse kits your doctor did not order. [HHS OIG genetic testing alert](https://oig.hhs.gov/fraud/consumer-alerts/fraud-alert-genetic-testing-scam/)\n- Medicare will never call to sell you anything or visit your home; give your Medicare number only to your doctor, your insurer or others who should have it. [Medicare.gov: reporting fraud and abuse](https://www.medicare.gov/basics/reporting-medicare-fraud-and-abuse)\n"},"affirm":{"meta":{"company":"affirm","title":"Affirm — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nTry the merchant first, then open a dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days, because a phone call alone does not start the investigation. Affirm charges no late fees, but it reports payments, including late and missed ones, to the credit bureaus, and most CFPB complaints about Affirm are about credit reporting and collections. Every one of the 7,735 CFPB complaints about Affirm in the 12 months to June 2026 closed with an explanation only. The CFPB rule that gave BNPL users credit-card dispute rights was withdrawn in May 2025, so Affirm's own terms are what you can cite.\n\n## How complaints actually go\n\n- Affirm's Terms of Service ask you to contact Affirm through its Help Center first. Customer Care is at (855) 423-3729, and written notices go to Affirm, Inc., 14039 Puritas Avenue, P.O. Box 35909, Cleveland, OH 44135. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- For a billing error, write within 60 days after the error first appeared on your statement, marked \"Attn: Billing Error Dispute\". Affirm must acknowledge within 30 days and fix the error or explain within 90 days, and cannot collect the disputed amount or report you delinquent on it in the meantime. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- A CFPB complaint goes to Affirm for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n\n## What tends to work\n\n- Put billing errors in writing: Affirm's terms say telephone calls alone do not trigger the billing-error investigation. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- If the merchant will not fix a purchase over $50 that you financed with Affirm and have not fully paid, you can raise it in writing with Affirm within 120 days of the purchase confirmation, after a good-faith attempt with the merchant. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- Affirm's merchant dispute policy says customers can open a dispute within 60 calendar days of the purchase date and do not have to pay the disputed amount while it is open (merchant-facing page, seen in a search snippet). [Affirm Business Hub: dispute resolution policy](https://businesshub.affirm.com/hc/en-us/articles/23501902626452-Dispute-Resolution-Policy)\n- For a loan or purchase you did not make, use Affirm's unauthorized activity form; its Trust Center says you are not responsible for unauthorized purchases. [Affirm Trust Center](https://trust.affirm.com/)\n\n## Traps and fine print\n\n- On May 12, 2025 the CFPB withdrew its 2024 interpretive rule that treated BNPL lenders with digital accounts as credit card issuers under Regulation Z. Do not cite it as a source of dispute or refund rights. [CFPB: Buy Now, Pay Later products](https://www.consumerfinance.gov/compliance/compliance-resources/consumer-cards-resources/buy-now-pay-later-bnpl-products/)\n- No late fees does not mean no consequences: Affirm and its bank partners may report your loan to consumer reporting agencies, and Affirm may use collection efforts if you do not pay. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- Affirm's help center says all payment activity, including late and missed payments, has been reported to Experian since April 1, 2025, and plans from May 1, 2025 also to TransUnion (seen in a search snippet; the help center renders with JavaScript). [Affirm Help Center: understanding credit reporting](https://helpcenter.affirm.com/s/article/understanding-your-credit)\n- The terms require individual arbitration with a class action waiver. To opt out, mail a signed, written notice within 30 calendar days after agreeing to the terms. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n- An Affirm account cannot be closed until at least 30 days after the final loan payment, with all loans paid off and no active Savings or Card account. [Affirm Terms of Service](https://www.affirm.com/api/legal/v1/disclosures/static_disclosures/en_US/tos)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Affirm Holdings, Inc\": 7,735. Top products: credit reporting 2,864, debt collection 2,638, payday, title, personal or advance loan 1,688, credit card 399. Top issues: incorrect information on a report 1,893, negative or legal action taken or threatened 1,247, attempts to collect a debt not owed 972, problem with a company's investigation 721, problem when making payments 553. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Affirm%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- All 7,735 complaints closed with explanation; none is recorded as closed with monetary or non-monetary relief. 7,732 were marked timely. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Affirm%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- Affirm says it will never ask for your password, PIN or a one-time code; if someone calls claiming to be Affirm, hang up and contact Affirm on the number on its website (seen in a search snippet of the security page). [Affirm: security](https://www.affirm.com/security)\n- Report unusual activity on an Affirm or Affirm Card account through the Help Center's unauthorized activity form. [Affirm Trust Center](https://trust.affirm.com/)\n"},"airbnb":{"meta":{"company":"airbnb","title":"Airbnb — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nEach Airbnb stay is a contract with an independent host, and Airbnb steps in through two processes: the Rebooking and Refund Policy for problems with the stay, which must be reported within 72 hours of discovery, and the Resolution Center for money requests, open until 60 days after checkout. Everything needs sign-in by the guest who booked. Report problems inside the app with photos while you are still there. Never pay a host outside Airbnb, even for a discount.\n\n## How complaints actually go\n\n- Reservation Issues (host cancels before check-in, no access, uninhabitable conditions, a listing significantly different from the ad) must be reported within 72 hours after discovery; Airbnb may refund in full or in part or help find a similar place. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868)\n- Resolution Center requests between guest and host can be submitted up to 60 days after checkout, and Airbnb can mediate if you cannot agree. [Airbnb: Resolution Center](https://www.airbnb.com/help/article/767)\n- Contacting Airbnb support requires sign-in; the contact page says \"Log in to contact us\" and has a separate entry for safety issues. [Airbnb: contact us](https://www.airbnb.com/help/contact_us)\n- Airbnb's U.S. Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; small claims court is allowed. [Airbnb Terms of Service](https://www.airbnb.com/help/article/2908)\n\n## What tends to work\n\n- Report early and in writing: the 72-hour window for Reservation Issues runs from when you discover the problem, and only the guest who made the booking can report it. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868)\n- When a host cancels before check-in, Airbnb generally gives a travel credit unless you ask for a refund to the original payment method; ask for the refund. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868)\n- For a damage claim against you, the Terms say you are notified of the Damage Report and given an opportunity to respond before Airbnb Payments collects; use it to send your own evidence. [Airbnb Terms of Service](https://www.airbnb.com/help/article/2908)\n- Under Host Damage Protection, a host must try to recover a loss from the guest and notify Airbnb within 14 days of checkout, and file the payment request within 30 days of checkout. [Airbnb Host Damage Protection terms](https://www.airbnb.com/help/article/2869)\n\n## Traps and fine print\n\n- Cancellation refunds follow the listing's policy. For stays of 27 nights or fewer, Flexible refunds in full until 24 hours before check-in, Moderate until 5 days, Limited until 14 days and Firm until 30 days; Limited and Firm refund 50% from 7 days up to that limit and nothing inside 7 days. [Airbnb: cancellation policies](https://www.airbnb.com/help/article/475)\n- Airbnb Payments can charge the payment method used for the booking, or another one on file, to collect Damage Report amounts after notifying you in writing. [Airbnb Payments Terms](https://www.airbnb.com/help/article/2909)\n- Guests pay a service fee of 14.1% to 16.5% of the booking subtotal. [Airbnb: service fees](https://www.airbnb.com/help/article/1857)\n\n## By the numbers\n\n- ACSI 2026: Airbnb scored 79 out of 100, tied with Hilton for the highest lodging score, up from 78 in 2025. [ACSI: Lodging](https://theacsi.com/industries/travel/hotels/)\n\n## Scams that target customers\n\n- Airbnb says an unexpected request to pay outside Airbnb may be fraudulent, including from someone claiming to represent Airbnb; warning signs include requests for wire or bank transfer, cashier's checks, money orders, or PDF or paper invoices. Report it through Airbnb. [Airbnb: off-platform payments](https://www.airbnb.com/help/article/199)\n- Airbnb warns of fake emails from look-alike domains such as @bnb.com or @reservation-airbnb.com, and says it will never call to ask you to change your payout method or share one-time codes, passwords or payment details. Report fake sites at airbnb.com/report-phishing. [Airbnb: phishing](https://www.airbnb.com/help/article/971)\n- The BBB reports fake rental owners on Airbnb and Vrbo who offer a discount for paying by Venmo or Cash App, then disappear after the deposit. [BBB scam alert](https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam)\n- The BBB also reports hosts who move the booking to their own website; later the site disappears or the trip is cancelled with no refund. [BBB: vacation rental booking scams](https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams)\n"},"alaska-airlines":{"meta":{"company":"alaska-airlines","title":"Alaska Airlines and Hawaiian Airlines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nAlaska and Hawaiian now fly under one FAA certificate and one Contract of Carriage, so the same rules apply to both brands. Send written complaints through the feedback form of the brand you flew. Refunds for a cancellation or significant change go to the original form of payment within seven business days for cards. Report bag problems within 24 hours on U.S. trips and send written proof of loss within 45 days. Alaska had the best on-time record of the large U.S. airlines in July 2026.\n\n## How complaints actually go\n\n- The FAA issued Alaska Airlines and Hawaiian Airlines a single operating certificate on October 29, 2025, and DOT now counts Hawaiian-branded flights as operated by Alaska. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- The Contract of Carriage (revised August 25, 2026) covers carriage by both Alaska Airlines, Inc. and Hawaiian Airlines, Inc., which it calls \"Alaska\". [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- Written feedback goes through each brand's form. [Alaska: feedback](https://www.alaskaair.com/content/about-us/feedback), [Hawaiian: contact us](https://www.hawaiianairlines.com/contact-us)\n- Rule 17 says Alaska refunds eligible tickets within seven business days for credit card purchases and 20 business days for cash, check or other payment. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- If Alaska does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- Rule 8.B.b refunds the affected segments to the original form of payment after a cancellation or significant change if you decide not to fly, do not accept rebooking and do not accept a voucher. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- For an overnight stay 100 or more miles from home caused by a delay or cancellation within Alaska's control, Rule 8.E provides a hotel voucher with ground transportation, or reimburses reasonable costs; a meal is offered when a delay Alaska caused passes three hours. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- Rule 17.C.b refunds bag fees for a lost bag, or one not returned within 12 hours (domestic) or 15/30 hours (international) after you could deplane, once you file a Mishandled Baggage Report. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n\n## Traps and fine print\n\n- Rule 8.E.d lets Alaska offer a travel credit instead of the meal and hotel amenities; accepting it waives the other amenities. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- For U.S. travel, Rule 15 requires bag loss, damage or delay to be reported within 24 hours and written notice and proof of loss within 45 days; legal action must start within two years. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n- A credit is valid for one year from issue, for travel booked and flown within that year, and no refunds are given for tickets presented more than one year after issue. [Alaska Contract of Carriage](https://www.alaskaair.com/content/legal/contract-of-carriage/view-all)\n\n## By the numbers\n\n- July 2026: Alaska's network arrived on time 74.8% of the time, 1st of the 8 ranked U.S. marketing carriers; Alaska-operated flights cancelled 0.8% and mishandled 0.46 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: DOT recorded 132 complaint cases about Alaska Airlines (and listed 12 under Hawaiian Airlines). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Alaska scored 75 out of 100, down from 76 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- Alaska says scam websites pay search engines to appear at the top of results, use its logo and pose as reservation agents, then ask for personal and payment details and charge inflated fees. It says that unless the caller ID is 1 (800) 252-7522 or 1-800-ALASKAAIR, you are not speaking with an Alaska agent (newsroom post from December 2020). [Alaska Airlines newsroom](https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/)\n- Fake websites and social media promotions offer free Alaska tickets; Alaska says red flags include a site that is not alaskaair.com, outdated branding and no official contest rules. [Alaska Airlines newsroom](https://news.alaskaair.com/alaska-airlines/scam-giveaway-2/)\n- The FTC warns of fake airline customer service accounts on social media during disruptions. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"allstate":{"meta":{"company":"allstate","title":"Allstate — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFile the claim quickly through the Allstate website, app, an agent or, after a catastrophe, 1-800-54-STORM, and keep your contact and payment details current in MyClaim. Photograph damage and keep receipts before repairs. If the claim stalls or the amount is too low, document your position and complain to your state insurance department; for a dispute about the amount of a covered loss, check the policy for appraisal. After storms, avoid contractors who want payment up front, claim FEMA approval or push you to sign quickly.\n\n## How complaints actually go\n\n- Allstate takes claims through its website, the Allstate mobile app, an Allstate agent or a mobile claim center; its catastrophe claims line is 1-800-54-STORM. Customers update contact and payment details in MyClaim. [Allstate newsroom, October 2024](https://www.allstatenewsroom.com/news/rebuilding-together-allstate-brings-hope-after-hurricane-milton/)\n- When the claim or the amount is disputed, the next step is the state insurance department. In Texas, TDI takes complaints and runs a Help Line at 800-252-3439; in California, file at insurance.ca.gov or call (800) 927-4357. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html) [California Department of Insurance, June 2025](https://www.insurance.ca.gov/0400-news/0102-alerts/2025/Commissioner-Lara-Launches-Investigation.cfm)\n- State deadlines apply to Allstate like any insurer. In Texas, for example, the insurer must accept or deny within 15 business days after it has what it needs, unless it extends by 45 days and says why. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n\n## What tends to work\n\n- Photograph damage and separate damaged items before you throw anything away; hire a contractor only for temporary repairs and keep every receipt. [Allstate newsroom, October 2024](https://www.allstatenewsroom.com/news/rebuilding-together-allstate-brings-hope-after-hurricane-milton/)\n- Back a disputed amount with documents such as contractor estimates; if the policy has an appraisal clause, each side hires an appraiser and an umpire decides differences. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n\n## Traps and fine print\n\n- Appraisal costs money: you pay your own appraiser and half of the umpire's costs, and the umpire's decision binds both sides. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- If anyone encourages you to fabricate an insurance claim, Allstate says to report it to your insurer, the police or the National Insurance Crime Bureau at 800-835-6422 (800-TEL-NICB). [Allstate newsroom, October 2024](https://www.allstatenewsroom.com/news/rebuilding-together-allstate-brings-hope-after-hurricane-milton/)\n- Never sign your insurance check over to a contractor, and pay the final amount only when the work is done. [FTC: scams after weather emergencies](https://consumer.ftc.gov/articles/how-avoid-scams-after-weather-emergencies-and-natural-disasters)\n\n## By the numbers\n\n- California homeowners, Allstate Insurance Company: 2.8 justified complaints per 100,000 earned exposures in 2025 (19 complaints), 4.5 in 2024 (31) and 2.8 in 2023 (20). [CDI homeowners complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/homecomposite.cfm)\n- California auto, Allstate Northbrook Indemnity: 2.6 justified complaints per 100,000 earned exposures in 2025 (39 complaints), 3.0 in 2024 (50) and 2.8 in 2023 (53). [CDI auto complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/autocomposite.cfm)\n\n## Scams that target customers\n\n- After disasters, Allstate warns about contractors who claim FEMA or other agency approval, come from out of state, require upfront payment to schedule work, offer unsolicited services, or pressure you to sign quickly. [Allstate newsroom, October 2024](https://www.allstatenewsroom.com/news/rebuilding-together-allstate-brings-hope-after-hurricane-milton/)\n- FEMA does not charge application fees; anyone asking for money to help you qualify for FEMA funds is a scammer. [FTC: scams after weather emergencies](https://consumer.ftc.gov/articles/how-avoid-scams-after-weather-emergencies-and-natural-disasters)\n"},"amazon":{"meta":{"company":"amazon","title":"Amazon — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nStart every problem from Your Orders or the Help & Contact chat while signed in; most returns and missing-package cases are handled there. For an order from a third-party seller, contact the seller first, then file an A-to-z Guarantee claim within 90 days of the latest estimated delivery date. Prime refunds depend on whether you used benefits since the last charge. Amazon never asks for your password, a one-time code, gift cards or remote access, so treat any call or text that does as a scam.\n\n## How complaints actually go\n\n- Customer service runs through the signed-in Help & Contact page (chat and callback). The page description also lists the phone number 1-888-280-4331. [Amazon Help & Contact](https://www.amazon.com/hz/contact-us/foresight/hubgateway/)\n- For a third-party seller order, the seller reviews a return first. If the seller does not respond within 48 hours, or does not offer an approved return method for a damaged, defective or not-as-described item, you can request an A-to-z Guarantee refund. [Amazon: returns to third-party sellers](https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU)\n- An A-to-z Guarantee claim can be filed up to 90 days after the maximum estimated delivery date. [Amazon A-to-z Guarantee](https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV)\n- Amazon says it can take up to 30 days to receive and process a return; after the refund is issued, it reaches a credit card in 3-5 business days and a prepaid card can take up to 30 days. [Amazon: refund timelines](https://www.amazon.com/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B)\n- Before arbitration, Amazon's Conditions of Use require contact with customer service, then a Notice of Dispute through Amazon's claim form and 60 days of negotiation. JAMS administers arbitration, and small claims court is excepted. [Amazon Conditions of Use](https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM)\n\n## What tends to work\n\n- For an unknown charge, match it first with \"Identify an Amazon Charge\" and your order and subscription history; if it is not yours, report it through Report Something Suspicious and tell your card issuer. [Amazon: report suspicious activity](https://www.amazon.com/gp/help/customer/display.html?nodeId=T3MYikBay7swNeFqFo)\n- Cancel Prime within 3 business days of signing up or of a free trial converting to get the full fee back (Amazon may withhold the value of benefits used). After that, a full refund needs no eligible purchases and no benefit use since the last charge. [Amazon: Prime refunds](https://www.amazon.com/gp/help/customer/display.html?nodeId=G2B9L3YR7LR8J4XP)\n- Check a suspicious message by going to the Amazon app or website yourself: Amazon says it takes payment only in its app, on its website or in its stores, and will not call to ask you to pay or make a bank transfer on another website. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n\n## Traps and fine print\n\n- Most items have a 30-day return window from delivery, in original or unused condition. [Amazon: returns](https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF)\n- A Prime membership bought through a third party (for example Google Play) must be cancelled with that third party. [Amazon: cancel Prime](https://www.amazon.com/gp/help/customer/display.html?nodeId=GU8AWX4GDKM7QGTE)\n- Help pages, Your Orders, A-to-z claims and the Prime cancel flow need the account holder's sign-in, and Amazon help pages block automated readers, so an agent usually has to hand these steps to the person. [Amazon Help & Contact](https://www.amazon.com/gp/help/customer/display.html?nodeId=508510)\n\n## By the numbers\n\n- FTC Prime case: Amazon settled for $2.5 billion in September 2025. Eligible U.S. Prime customers (challenged sign-up flow or failed online cancellation between June 23, 2019 and June 23, 2025) get automatic refunds through April 2027; no claim is needed. [FTC: Amazon refunds](https://www.ftc.gov/enforcement/refunds/amazon-refunds)\n- ACSI 2026 (interviews through December 2025): Amazon scored 82 out of 100 among online retailers, down from 83; the online retail industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- BBB Scam Tracker: Amazon was the No. 2 most impersonated organization or brand in 2025, with 1,361 reports (PayPal was No. 1). [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- Amazon's own 2025 data: impersonation reports in Q4 2025 were 36% below the Q1 peak; account takeover tactics were 28% of reported scams in 2025. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n\n## Scams that target customers\n\n- Fake order confirmations, shipping notices, refund offers, Prime renewal notices and subscription charges, and calls that ask for card details for a \"recent order\". [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n- Amazon says it will never ask for your password or sign-in one-time code, never ask you to verify account information or log in through an email link, and never request sensitive information outside its website or app. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n- Amazon says it will never ask you to buy a gift card, does not take payment by phone or email, and will not ask you to install software or give remote access to reach customer service. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n- Fake Amazon customer service accounts on social media; Amazon customer service does not ask you to click external links or move to private messages. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends)\n- Report through Amazon's self-service reporting tool if you are a customer, or by email to reportascam@amazon.com if you are not. [Amazon: 6 tips to avoid impersonation scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n"},"american-airlines":{"meta":{"company":"american-airlines","title":"American Airlines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nWrite to Customer Relations through American's online form and keep the case number; American says to expect an acknowledgement within 30 days and a resolution within 60. For a cancelled or significantly changed flight you can choose a refund instead of rebooking, and refund requests must be made while the ticket is still valid, one year from issue. American's bag deadlines are among the shortest: 4 hours to report a delayed bag and 6 hours to report damage on U.S. flights. American had more DOT complaint cases than any other U.S. airline in July 2026.\n\n## How complaints actually go\n\n- American's Customer Service Plan (updated August 26, 2026) says Customer Relations typically responds within a few days, and customers can expect an acknowledgement within 30 days and a resolution within 60 days. [American: Customer Service Plan](https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html)\n- The plan says credit card refunds for tickets and optional services bought in the U.S. are processed within 7 business days of receiving the request and required information, and cash or check refunds within 20 business days. [American: Customer Service Plan](https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html)\n- Bag claims go to the Central Baggage Resolution Office, which emails its decision. Reimbursement for necessities needs the 13-character file ID, ticket receipt, bag claim checks and original itemized receipts within 30 days of the delay. [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html)\n- DOT assessed American a $50 million civil penalty in October 2024 over wheelchair assistance and mishandled wheelchairs. In December 2025 DOT amended the order: instead of paying about $16.7 million more to the Treasury, American must spend $16.8 million, including a wheelchair tracking system that passengers will see in \"Track My Bags\" by May 2027. [DOT Order 2025-12-5](https://www.transportation.gov/sites/dot.gov/files/2025-12/American%20Airlines%20Order%202025-12-5.pdf)\n- If American does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- After a cancellation or significant change, American's Conditions of Carriage say it refunds the fare, taxes and fees promptly and automatically if you choose not to fly, not to rebook and not to accept other compensation. [American: Conditions of Carriage](https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html)\n- American's FAQs also list a schedule change of 90 minutes or more within 72 hours of departure as a reason to refund a nonrefundable ticket if you decide not to travel. [American: customer service FAQs](https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html)\n- For a delay American causes, its Customer Service Plan says that, on request, it gives a food and beverage credit for a delay of 3 or more hours and a hotel voucher if you are delayed overnight away from home. Ask for these at the airport. [American: Customer Service Plan](https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html)\n- American refunds bag fees automatically when a reported bag is not delivered within 12 hours of the last domestic segment (15 or 30 hours on international itineraries). [American: Conditions of Carriage](https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html)\n\n## Traps and fine print\n\n- For flights within the U.S., report a delayed bag within 4 hours of arrival (12 hours with Bags VIP delivery) and damage before leaving the airport or within 6 hours of receiving the bag. [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html)\n- Refund requests must be submitted while the ticket is valid, one year from the issue date; American does not refund expired tickets. [American: customer service FAQs](https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html)\n- The Conditions of Carriage require a Passenger Property Questionnaire within 30 days of the first bag report to seek compensation, and legal action within 2 years. [American: Conditions of Carriage](https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html)\n- Liability for lost, delayed or damaged bags is limited to $4,700 on domestic flights and 1,519 SDR per passenger on international travel, and any expense money already paid is deducted from a lost-bag settlement. [American: baggage liability limitations](https://www.aa.com/web/i18n/travel-info/baggage/liability-limitations.html), [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html)\n\n## By the numbers\n\n- July 2026: DOT received 1,734 complaint cases about American, the most of any U.S. airline; 557 were about flight problems, 401 about refunds and 216 about baggage. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: American-operated flights arrived on time 65.0% of the time (network including partners 68.0%), cancelled 2.3% (network 3.2%), and mishandled 0.81 bags per 100 enplaned (network 0.74). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: American scored 78 out of 100, up from 73 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- American says it will never ask you to make security changes, or collect personal or financial information, in unsolicited emails, calls, letters or faxes, and says not to click links or call numbers in a suspicious message. [American: communication and email security](https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html)\n- A consumer reported to BBB Scam Tracker in January 2025 that a number found by searching for American Airlines customer service reached impostors who asked for the confirmation code and then demanded payment. [BBB Scam Tracker report](https://www.bbb.org/scamtracker/lookupscam/936308)\n- The FTC says to contact airlines only through their official app, website, chat or phone number, not accounts that reply on social media. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"american-express":{"meta":{"company":"american-express","title":"American Express — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nAmerican Express has led J.D. Power's credit card satisfaction ranking for seven years in a row, and most disputes start online or on the customer service line. If a dispute fails, put the billing error in writing and then file a CFPB complaint; in the 12 months to June 2026, 26.2% of Amex CFPB complaints closed with relief. Amex is a national bank, so the OCC is the next rung. Small business card holders should know about Amex's 2025 settlement over sales practices. Amex says it will never call you to ask for codes, passwords, card details or your PIN.\n\n## How complaints actually go\n\n- A CFPB complaint goes to Amex for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 136 of 11,629 Amex complaints (1.2%) were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- American Express National Bank is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- A written billing-error notice obliges Amex to acknowledge it within 30 days and resolve it within two complete billing cycles (no more than 90 days). The notice must be in writing and reach the billing-error address within 60 days after the statement with the error was sent. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## What tends to work\n\n- A CFPB complaint after Amex's own channel fails: in the 12 months to June 2026, 3,049 of 11,629 complaints (26.2%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Small business card holders who were told about rewards, fees or credit checks that did not match what happened can point to Amex's January 2025 resolution with the Justice Department and the Federal Reserve (about $230 million), which covered misrepresented card rewards and fees, credit checks run without consent, and false information entered on small business card applications from 2014 to 2021. [Payments Dive, January 16, 2025](https://www.paymentsdive.com/news/amex-federal-government-doj-allegations-credit-cards-small-business/737635/)\n\n## Traps and fine print\n\n- If Amex decides a charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Amex can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- For an American Express savings account, provisional credit on a transfer error is not final. If Amex finds no error, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- \"Trouble using the card\" (583 complaints) and \"advertising and marketing, including promotional offers\" (502) are among Amex's ten most common CFPB complaint issues in the 12 months to June 2026. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"AMERICAN EXPRESS COMPANY\": 11,629. Top products: credit card 5,436, credit reporting 2,929, debt collection 1,844, prepaid card 786, checking or savings 536. Top issues: incorrect information on a report 1,996, a purchase shown on a statement 1,818, negative or legal action taken or threatened 991, other features, terms or problems 915, the company's investigation into an existing problem 684. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 11,629 complaints, 8,580 (73.8%) closed with explanation, 1,829 (15.7%) with non-monetary relief and 1,220 (10.5%) with monetary relief. 11,493 (98.8%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2026 U.S. Credit Card Satisfaction Study: American Express ranked first among national issuers for the seventh year in a row, with 668 points out of 1,000; the average for all credit card customers was 613. [FF News, August 17, 2026](https://ffnews.com/news/financial-stress-deepens-divide-among-u-s-credit-card-customers-according-to-jd--43c68b30) [ABA Banking Journal](https://bankingjournal.aba.com/2026/08/survey-finds-satisfaction-gap-among-credit-card-holders/)\n\n## Scams that target customers\n\n- Amex says it will never call you and ask for verification codes, logins and passwords, your card details or your PIN. [American Express: phishing and scam awareness](https://www.americanexpress.com/en-us/security/phishing-scam-awareness/)\n- Do not click links in a suspected phishing email; forward it to spoof@americanexpress.com so Amex can act to close the phishing link, then delete it. [American Express: phishing email FAQ](https://www.americanexpress.com/us/customer-service/faq.security-and-fraud.fraud-phishing-email.html)\n"},"apple":{"meta":{"company":"apple","title":"Apple — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nApple has two refund paths. Hardware bought from Apple goes back within 14 days of receipt under the Sales and Refund Policy; App Store, Apple Media Services and subscription charges (shown as apple.com/bill) are refunded through reportaproblem.apple.com, where Apple says to wait 24 to 48 hours for an answer. Products bought from a carrier or another store go back to that seller. Apple never asks for your password, passcode or two-factor code, and never asks you to turn off security features.\n\n## How complaints actually go\n\n- Apple Support in the U.S. is 1-800-275-2273 (including AppleCare); Apple says its numbers may work only when dialed inside the country. [Apple: support phone numbers](https://support.apple.com/en-us/106932) Get Support (getsupport.apple.com) offers chat, callback or a repair booking by product. [Apple: contact support](https://support.apple.com/en-us/contact)\n- For App Store, iTunes, Apple Books and Apple subscription charges, sign in at reportaproblem.apple.com, choose \"Request a refund\", pick a reason and the item, and wait 24 to 48 hours for an update. [Apple: request a refund](https://support.apple.com/en-us/118223)\n- Hardware bought from Apple can be returned within 14 days of the date you receive it, with the receipt and in original condition; approved refunds are issued within 10 business days. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)\n- A charge from apple.com/bill can cover apps, subscriptions, music, movies or other Apple purchases, and Apple may group several purchases into one bill. Look up the amount in Report a Problem before you call it fraud. [Apple: apple.com/bill charges](https://support.apple.com/en-us/120164)\n\n## What tends to work\n\n- Cancel a free trial at least 24 hours before it ends to avoid the renewal. [Apple: free trials](https://support.apple.com/en-us/118428)\n- If Apple lowers its price within 14 calendar days of the date you receive a product, ask an Apple Store or 1-800-MY-APPLE for the difference; limited-time sales such as Black Friday are excluded. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)\n- If there is no Apple receipt for a subscription, another company (for example a carrier) bills it; cancel with that company. [Apple: cancel a subscription](https://support.apple.com/en-us/118428)\n\n## Traps and fine print\n\n- Cash or cash-equivalent returns over $750 are refunded by a check mailed within 10 business days, not on the spot. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies)\n- AppleCare plans paid upfront that are replaced by an upgrade are refunded as an Apple Gift Card, based on the percentage of unexpired coverage. [Apple: cancel AppleCare](https://support.apple.com/en-us/118218)\n- In the U.S., AppleCare+ Theft and Loss claims are finished with the insurer: Assurant for plans bought before September 15, 2020, and AIG for plans bought on or after that date. [Apple: Theft and Loss claims](https://support.apple.com/en-us/108053)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): the Apple Store scored 73 out of 100 among online retailers, down from 74; the industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- BBB Scam Tracker: Apple was the No. 5 most impersonated organization or brand in 2025, with 599 reports. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n\n## Scams that target customers\n\n- Apple says it will never ask you to log in to a website or tap Accept in the two-factor authentication dialog, will not ask for your password, passcode or two-factor code, and will never ask you to disable a security feature. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n- Spoofed calls that show Apple's caller ID and claim suspicious activity, fake claims that iCloud was broken into or Apple Pay was misused with an offer to \"reverse\" charges, and fake security pop-ups that show a number to call. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n- Requests to pay someone with Apple Gift Cards; Apple says never to use them to pay other people. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n- Forward suspicious emails, or email screenshots of suspicious texts, to reportphishing@apple.com; report FaceTime fraud to reportfacetimefraud@apple.com and scam calls to the FTC at reportfraud.ftc.gov. [Apple: recognize and avoid social engineering](https://support.apple.com/en-us/102568)\n"},"att":{"meta":{"company":"att","title":"AT&T — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall 800-331-0500 (the same line reaches the loyalty team) or use chat. If AT&T does not fix a problem, file the online Notice of Dispute: AT&T then has 60 days before you can go to small claims court or JAMS arbitration. You have 180 days from the bill date to dispute a charge. AT&T says it will not contact you to ask for a PIN, a code or gift-card payment.\n\n## How complaints actually go\n\n- Wireless customer care is 800-331-0500 (or 611 from an AT&T phone); AT&T Fiber and Internet care is 800-288-2020. [AT&T Notice of Dispute page](https://www.att.com/noticeofdispute)\n- The support contact hub lists chat options and numbers by service; AT&T's cancellation article says to choose chat when it is available. [AT&T contact us](https://www.att.com/support/contact-us/) [AT&T cancel article](https://www.att.com/support/article/wireless/KM1008472/)\n- The formal written route is a Notice of Dispute, online at att.com/noticeofdispute or by mail to AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office #2900.13, Dallas, Texas 75202. [AT&T dispute article](https://www.att.com/support/article/wireless/KM1041882/)\n- If AT&T cannot resolve the dispute within 60 days after receiving the completed notice, you can file in small claims court or start a JAMS arbitration. [AT&T dispute article](https://www.att.com/support/article/wireless/KM1041882/)\n- For a billing dispute you have 180 days from the bill date to notify customer service or send a Notice of Dispute, unless your state prohibits that limit. [AT&T Consumer Service Agreement](https://www.att.com/legal/terms.consumerServiceAgreement.html)\n\n## What tends to work\n\n- Before cancelling, AT&T invites you to talk to a loyalty expert at 800.331.0500; use that call to ask for a lower price. [AT&T cancel article](https://www.att.com/support/article/wireless/KM1008472/)\n- When a bill jumps, check whether a promotion ended; AT&T says promo credits stop when the promo period ends. [AT&T promo article](https://att.com/support/article/wireless/KM1051879/Support)\n- After a network outage, check the bill for the AT&T Guarantee credit; AT&T says a qualifying interruption gets an automatic credit for a full day of service. [AT&T](https://www.att.com/why-att/)\n- To switch carriers, get a Number Transfer PIN (online account, AT&T app or *PORT) and let the new carrier move the number before you cancel. The PIN expires 4 days after you request it, and Wireless Account Lock blocks a transfer. [AT&T number transfer article](https://www.att.com/support/article/wireless/KM1447526/)\n\n## Traps and fine print\n\n- If you cancel during a bill period you pay for the whole period, and the remaining installment balance is due immediately. [AT&T cancel article](https://www.att.com/support/article/wireless/KM1008472/)\n- Wireless devices can be returned within 14 days; store returns can carry a restocking fee of up to $55 (none for unopened Apple devices or online orders returned within 14 days). [AT&T return policy](https://att.com/shop/wireless/returnpolicy.html)\n- After an upgrade or trade-in, send the original device back within 30 days, or AT&T charges the remaining installment balance. [AT&T article](https://www.att.com/support/article/wireless/KM1436349/)\n- Late payment fee on consumer postpaid wireless is up to $7 per bill cycle; restoral after suspension is up to $35. [AT&T fee schedule](https://www.att.com/legal/terms.otherWirelessFeeSchedule.html)\n- Only users with primary online access can request a Number Transfer PIN. [AT&T number transfer article](https://www.att.com/support/article/wireless/KM1447526/)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): AT&T wireless 76 (74 in 2025); AT&T Fiber 79, the top fiber provider for the fourth year in a row; AT&T Internet (non-fiber) 71; Cricket Wireless 76. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- On September 17, 2024 AT&T agreed to a $13 million FCC settlement over a January 2023 breach of AT&T customer information at a vendor's cloud environment. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-405545A1.pdf)\n\n## Scams that target customers\n\n- AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment, and won't ask you to read back a passcode used to sign in. [AT&T: protect your account from fraud](https://www.att.com/support/article/my-account/KM1159567/)\n- Common scams AT&T lists: a fake fraud or support agent asks for a one-time PIN; SIM swap or eSIM takeover; a discount or shutoff threat demanding gift cards; a \"return your device\" call about a defect or recall. [AT&T: protect your account from fraud](https://www.att.com/support/article/my-account/KM1159567/)\n- AT&T says all AT&T emails are sent from att-mail.com. [AT&T: phishing and fake websites](https://www.att.com/support/article/my-account/KM1010136/)\n- Forward scam texts to 7726 (free for AT&T customers) and suspicious emails to abuse@att.net. [AT&T: report fraud](https://www.att.com/support/article/my-account/KM1212535/)\n"},"bank-of-america":{"meta":{"company":"bank-of-america","title":"Bank of America — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute card charges online or by phone, and put a credit card billing error in writing to keep your legal rights. Report debit card, Zelle and checking fraud on the fraud lines at once. Bank of America has no published complaint or executive channel, so the CFPB is the usual escalation: in the 12 months to June 2026 it closed 23.7% of CFPB complaints with monetary relief, a higher share than Chase, Wells Fargo, Citi, Capital One, American Express or Synchrony. It is a national bank, so the OCC is the next rung. Never act on a call or text that asks you to move money; call the number on your card.\n\n## How complaints actually go\n\n- Bank of America's contact page lists no complaint form, complaint address or executive office. It offers online dispute forms for card transactions, messages to @BofA_Help on X and on Facebook and Instagram, and branch appointments. [Bank of America: contact us](https://www.bankofamerica.com/customer-service/contact-us/)\n- A CFPB complaint goes to the bank for a response, generally within 15 days; a response after 15 days (or after 60 days if the bank asks for more time) is recorded as not timely. In the 12 months to June 2026, 157 of 23,334 Bank of America complaints were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Bank of America, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint after the bank's own channel fails: in the 12 months to June 2026, 6,708 of 23,334 complaints (28.7%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Check old statements for repeat fees on the same returned item. In 2023 the CFPB ordered the bank to refund about $80.4 million of repeat $35 NSF fees charged each time a merchant re-presented the same declined check or ACH item (September 2018 to February 2022), and fined it $60 million; the OCC fined it a further $60 million. [CFPB enforcement action, July 11, 2023](https://www.consumerfinance.gov/enforcement/actions/bank-of-america-n-a-fees/)\n- For Zelle scam losses, a state attorney general complaint is another route. The New York Attorney General sued Zelle's operator, Early Warning Services (owned by banks including Bank of America), on August 13, 2025. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n\n## Traps and fine print\n\n- Provisional credit is not final. If the bank finds no error on a debit or electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If the bank decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- A separate 2023 CFPB order found the bank opened credit card accounts without consent (and pulled credit reports to do it) and denied advertised sign-up bonuses to people who applied by phone or in a branch; it carried a $30 million penalty. Check your credit report for cards you did not request. [CFPB enforcement action, July 11, 2023](https://www.consumerfinance.gov/enforcement/actions/bank-of-america-n-a-sales-practices-credit-card-rewards/)\n- The CFPB's lawsuit against Bank of America, Chase, Wells Fargo and Early Warning Services over Zelle fraud (filed December 20, 2024) was voluntarily dismissed with prejudice on March 4, 2025. Do not cite it as a basis for reimbursement. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/early-warning-services-llc-bank-of-america-na-jpmorgan-chase-bank-na-wells-fargo-bank-na/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"BANK OF AMERICA, NATIONAL ASSOCIATION\": 23,334. Top products: checking or savings 8,320, credit card 5,461, credit reporting 4,708, debt collection 2,137, money transfer 1,473. Top issues: managing an account 4,938, incorrect information on a report 2,982, a purchase shown on a statement 2,437, the company's investigation into an existing problem 1,210. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 23,334 complaints, 16,622 (71.2%) closed with explanation, 5,522 (23.7%) with monetary relief and 1,186 (5.1%) with non-monetary relief; 3 were untimely responses and 1 was in progress. 23,177 (99.3%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=BANK%20OF%20AMERICA%2C%20NATIONAL%20ASSOCIATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2026 U.S. Credit Card Satisfaction Study: Bank of America ranked third among national issuers with 630 points out of 1,000, behind American Express (668) and Chase (635). [FF News, August 17, 2026](https://ffnews.com/news/financial-stress-deepens-divide-among-u-s-credit-card-customers-according-to-jd--43c68b30)\n\n## Scams that target customers\n\n- Impostors contact you by phone, text, email or social media message and claim an urgent problem, such as fraud on your account. Bank of America says to call a trusted number, such as the one on your card or statement. [Bank of America: scam prevention](https://web.bankofamerica.com/en/security/scam-prevention)\n- If you responded to a suspicious call, text or email, call the number on your card or statement. Forward emails or texts that use Bank of America's name to abuse@bofa.com, and forward suspicious texts to your carrier at 7726 (SPAM). [Bank of America: report suspicious activity](https://web.bankofamerica.com/en/security/report-suspicious-activity)\n- Scam losses through Zelle are a known pattern: the New York Attorney General alleges Zelle users lost over $1 billion to scams between 2017 and 2023, partly because sign-up let scammers pose as trusted businesses or government agencies. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n"},"booking-com":{"meta":{"company":"booking-com","title":"Booking.com — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nBooking.com is a platform, not the hotel: the property's own cancellation policy decides fees and refunds, and most flights on the site are sold through a third-party aggregator under the airline's rules. Message the property and Booking.com Customer Service through your booking (sign-in needed), and keep everything in writing. The biggest risk is fraud: criminals take over hotels' Booking.com accounts and send \"confirm your card\" messages through the real app. Booking.com says it never asks for card details by email, phone, text or WhatsApp.\n\n## How complaints actually go\n\n- Booking.com's terms say any cancellation or no-show fee, and any refund, depend on the property's cancellation and no-show policy. [Booking.com terms](https://www.booking.com/content/terms.html)\n- Booking.com says most flights on its platform come through a third-party aggregator acting as intermediary to the airline, and the airline's contract of carriage sets the cancellation policy; there may be a fee to change or cancel. [Booking.com terms](https://www.booking.com/content/terms.html)\n- The Help Center offers \"Continue without an account\", but messaging an agent about a booking requires sign-in; no phone digits appear on the public help pages. [Booking.com Help Center](https://secure.booking.com/help.en-us.html)\n- Before arbitration, the terms require a 60-day Internal Review Procedure; arbitration is individual, administered by National Arbitration & Mediation under New York law, and small claims court is allowed. [Booking.com terms](https://www.booking.com/content/terms.html)\n\n## What tends to work\n\n- For a car rental booked on Booking.com, Booking.com Transport Limited is merchant of record for payments taken at booking, and a car cancelled more than 48 hours before pick-up gets a full refund. [Booking.com terms](https://www.booking.com/content/terms.html)\n- For a flight the airline cancelled, DOT says the ticket agent that is merchant of record must refund airfare; check your card statement to see who charged you. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- A DOT complaint about a flight booking names the ticket agent; DOT directs the agent to respond to you and copy DOT. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- The FTC fee rule (rule `ftc-junk-fees-rule`) applies to third-party platforms that advertise short-term lodging: the total price with mandatory fees must be shown more prominently than other prices. [FTC fee rule FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n\n## Traps and fine print\n\n- You can opt out of arbitration only by sending an \"Arbitration -- Opt-Out Notice\" through the Dispute Resolution page within 30 days after you first become subject to the agreement, and only personally; opt-outs sent by others have no effect. [Booking.com terms](https://www.booking.com/content/terms.html)\n\n## By the numbers\n\n- July 2026: DOT received 47 complaint cases about Booking.com flight bookings, 33 of them about refunds. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Booking.com scored 77 out of 100, tied for the highest online travel agency score, down from 78 in 2025. [ACSI: Online travel agencies](https://theacsi.com/industries/travel/online-travel-agencies/)\n\n## Scams that target customers\n\n- Criminals take over hotels' Booking.com accounts and contact guests through in-app messages, email and WhatsApp to ask for payment or card details. The UK's Action Fraud logged 532 reports and £370,000 in losses from June 2023 to September 2024. [Travel Weekly, January 10, 2025](https://travelweekly.co.uk/news/action-fraud-issues-booking-com-phishing-alert)\n- Booking.com says it will never ask you to share card details by email, phone, text or WhatsApp, or to make a bank transfer that differs from the payment policy in your confirmation, and that its Customer Service will only ask for your reservation ID and PIN. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)\n- Booking.com says it will never ask for a credit card or gift card number over the phone. [Booking.com Help Center: gift card scams](https://secure.booking.com/help/faq/31/aGNfc2VjdXJpdHlfYXdhcmVuZXNzX3NjYW1fZ2lmdF9jYXJk)\n- Booking.com's safety page says to report a suspected scam to Customer Service, which passes the report to its Security team. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)\n"},"capital-one":{"meta":{"company":"capital-one","title":"Capital One — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute card charges online or in the app, send evidence by the date Capital One asks for, and use the feedback and complaints line (1-844-348-8660) when service goes wrong. In the 12 months to June 2026 Capital One had more CFPB complaints than any other bank in the database, mostly about credit cards and credit reporting, and closed 82.6% of them with an explanation only. If you had a 360 Savings account, check the class settlement over its interest rate. Capital One bought Discover in 2025, and its complaints line also covers \"Discover, by Capital One\" card accounts. Hang up on calls that claim to be Capital One and call the number on your card.\n\n## How complaints actually go\n\n- Capital One's feedback page sends complaints to 1-844-348-8660, which also covers \"Discover, by Capital One\" card accounts; Discover customers use 1-800-DISCOVER (1-800-347-2683). The page gives no mailing address, response time or escalation step. [Capital One: feedback](https://www.capitalone.com/help-center/contact-us/feedback/)\n- A CFPB complaint goes to Capital One for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 2 of 32,852 Capital One complaints were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Capital One, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint after Capital One's own channel fails: in the 12 months to June 2026, 5,711 of 32,852 complaints (17.4%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- 360 Savings customers: a revised class settlement got preliminary court approval on January 12, 2026. It provides $425 million in restitution and requires Capital One to match the 360 Savings and 360 Performance Savings rates, which the New York Attorney General estimates is worth about $530 million in future interest. Check the settlement status before you rely on a payment date. [NY Attorney General, January 12, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-applauds-new-capital-one-settlement)\n- State attorneys general carried the 360 Savings case after the CFPB dropped it: the CFPB sued on January 14, 2025 and voluntarily dismissed the case with prejudice on February 27, 2025, and the New York Attorney General sued in May 2025. A state attorney general complaint is a real escalation route. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/capital-one-national-association-and-capital-one-financial-corporation/) [NY Attorney General, January 12, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-applauds-new-capital-one-settlement)\n\n## Traps and fine print\n\n- Temporary credit on a card dispute is not final. If Capital One decides the charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute; you get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Capital One is one of four banks (with Synchrony, Citibank and Bread Financial) that issue more than 80% of store credit cards. In December 2024, new store cards from the top 100 retailers had an average APR of 32.66%. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/)\n- Capital One is one of the banks that own Zelle's operator, Early Warning Services. The New York Attorney General's 2025 lawsuit alleges Zelle users lost over $1 billion to scams from 2017 to 2023. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"CAPITAL ONE FINANCIAL CORPORATION\": 32,852. Top products: credit card 12,006, credit reporting 11,137, debt collection 4,056, checking or savings 3,903, vehicle loan or lease 1,227. Top issues: incorrect information on a report 7,134, a purchase shown on a statement 3,462, improper use of a report 2,814, the company's investigation into an existing problem 2,526, managing an account 2,400. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 32,852 complaints, 27,140 (82.6%) closed with explanation, 4,061 (12.4%) with non-monetary relief and 1,650 (5.0%) with monetary relief; 1 was in progress. 32,850 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2025 U.S. Credit Card Satisfaction Study: Capital One ranked third among the largest issuers, after American Express and Bank of America. [Bankrate, August 25, 2025](https://www.bankrate.com/credit-cards/news/american-express-continues-to-lead-in-credit-card-satisfaction/)\n\n## Scams that target customers\n\n- Fraudsters spoof phone numbers so a call appears to come from Capital One. Capital One says: \"When in doubt, hang up the phone and call us at the number listed on the back of your debit or credit card.\" [Capital One: scam education](https://www.capitalone.com/digital/scam-education/)\n- Check that texts and emails come from Capital One's usual email domain and short code, and do not pay anyone by wire transfer, prepaid card or gift card. [Capital One: scam education](https://www.capitalone.com/digital/scam-education/)\n- Report a scam by calling 1-800-227-4825 (collect from outside the U.S. at 1-804-934-2001) or through Capital One's suspicious activity form, and also to the FTC at ReportFraud.ftc.gov. [Capital One: scam education](https://www.capitalone.com/digital/scam-education/)\n"},"carnival-cruise-line":{"meta":{"company":"carnival-cruise-line","title":"Carnival Cruise Line — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nCarnival handles post-cruise complaints in writing through its Guest Care form; Guest Care has no published phone number. The Ticket Contract has short deadlines: written notice within 30 days after you leave the ship and a lawsuit within six months for non-injury claims, and 185 days and one year for injury. If Carnival cancels a cruise or delays it more than 3 days, its nonperformance policy gives a refund if you ask by the 180th day after the original sail date, and the Federal Maritime Commission is the next step if that fails. Cancelling yourself costs more the closer you get to the sail date, up to 100% of the fare 14 days or less before departure.\n\n## How complaints actually go\n\n- Phone calls about a current reservation go to Customer Service at (800) 764-7419; post-cruise matters go to the Guest Care team through the Post-Cruise Inquiries page, and the contact page lists no Guest Care phone number. [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us)\n- The Contact Guest Care form asks for the booking number, ship and sail date, and offers four topics: Denied Boarding, Past Sailing, Did Not Sail - Cancellation, and Future Sailing. The page states no response time. [Carnival: Contact Guest Care](https://www.carnival.com/request-forms/contact-guest-care)\n- Spa, art, casino, lost-and-found and photo issues go to separate forms or partner companies listed on the Post-Cruise Inquiries page, not to Guest Care. [Carnival: Post-Cruise Inquiries](https://www.carnival.com/post-cruise-inquiries)\n- Accessibility complaints go to the Guest Access team (access@carnival.com, 1-800-438-6744 ext. 70025); Carnival says all post-cruise ADA concerns are answered within 30 days. [Carnival: accessibility FAQs](https://www.carnival.com/about-carnival/special-needs/faqs)\n- For a cruise Carnival cancels or delays more than 3 calendar days, the nonperformance policy says Carnival answers a refund claim by email within 180 days; this text was seen in a search-result snippet because the help page needs JavaScript. [Carnival: Nonperformance of Cruise Refund Policy](https://help.carnival.com/app/answers/detail/a_id/10034)\n- The Federal Maritime Commission lists each cruise line's official nonperformance refund policy page, including Carnival's. [FMC: How to obtain a refund from a cruise line](https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/)\n\n## What tends to work\n\n- Put the complaint in writing through the Guest Care form within 30 days after you leave the ship; the Ticket Contract (Section 14(b)) requires written particulars in that time for non-injury claims. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- When Carnival cancels or delays a cruise more than 3 days, ask for the refund rather than accepting a future cruise credit; the nonperformance policy (search-result snippet) says you are free to choose either. [Carnival: Nonperformance of Cruise Refund Policy](https://help.carnival.com/app/answers/detail/a_id/10034)\n- If you cancel, check the day count first: for cruises of 6 days or more there is no charge (except non-refundable charges) up to 91 days before departure, and for most 2–5 day cruises up to 76 days. Government taxes and fees and prepaid gratuities are refunded in full. [Carnival: deposit, final payment and cancellation policy](https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy)\n- For accessibility needs, notify Carnival in writing at booking and meet the FAQ's advance-notice times, such as 14 days for hydraulic-lift transfers and one week for service dog documents on U.S. sailings. [Carnival: accessibility FAQs](https://www.carnival.com/about-carnival/special-needs/faqs)\n- If an ADA problem is not resolved, the Department of Justice takes ADA complaints online and by mail. [ADA.gov: File a complaint](https://www.ada.gov/file-a-complaint/)\n\n## Traps and fine print\n\n- Non-injury claims must be sued within six months after you leave the ship. Claims under $8,000 must go to small claims court in Miami-Dade County, Florida; claims over $8,000 go to binding arbitration with National Arbitration and Mediation, and Section 15 waives class actions. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- Injury, illness and death claims need written notice within 185 days and a suit filed within one year in the U.S. District Court for the Southern District of Florida in Miami. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- The contract lets Carnival change the itinerary or skip ports for any reason without compensation, except for mechanical failures and federal requirements. When it cancels a cruise for reasons other than mechanical failure, the contract gives a future cruise credit or onboard credit, not cash. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- The 30-day notice and six-month suit limits apply to ADA and civil-rights claims as well. [Carnival Ticket Contract](https://www.carnival.com/about-carnival/legal-notice/ticket-contract)\n- An Early Saver deposit is non-refundable. Cancelling before final payment gives a credit worth the deposit minus a $50 per person fee, which must be used within 12 months, and any unused part is forfeited. [Carnival: deposit, final payment and cancellation policy](https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy)\n- Pre-authorization holds on your card can exceed the actual charges, and Carnival says it cannot speed up their release; only your bank can. [Carnival: Post-Cruise Inquiries](https://www.carnival.com/post-cruise-inquiries)\n\n## By the numbers\n\n- July 23, 2015: Carnival Corporation's ADA settlement with the United States covered 62 ships of Carnival Cruise Line, Princess Cruises and Holland America Line, with a $55,000 civil penalty and $350,000 in damages to complainants (archived DOJ fact sheet; current status not stated). [DOJ: Carnival settlement fact sheet](https://archive.ada.gov/carnival/carnival_fact_sheet.html)\n\n## Scams that target customers\n\n- Bitdefender (March 2025) reported that in January 2025 scammers posed as Carnival representatives, claiming unpaid balances or fees through emails, fake ads and fake phone numbers; one passenger nearly paid $456 after calling a spoofed number. Check any balance in your carnival.com account or by calling the number on Carnival's own contact page. [Bitdefender: cruise scams](https://www.bitdefender.com/en-us/blog/hotforsecurity/cruise-scams-how-they-work-and-how-to-stay-safe), [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us)\n- The FTC warned in January 2020 of robocalls offering two free cruise tickets for a survey, followed by upsells and $59 per person in port taxes and fees. The alert does not name Carnival. Hang up without pressing a number. [FTC consumer alert, January 10, 2020](https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell)\n- Carnival publishes its phone numbers on its carnival.com contact page; use those numbers rather than numbers from search ads, social posts or unexpected callers. [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us)\n"},"cash-app":{"meta":{"company":"cash-app","title":"Cash App — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nReport a problem payment in the app (Activity, select the payment, Report) and use in-app chat or the only real support number, 1 (800) 969-1940. Cash App must investigate unauthorized transfers under federal law, and regulators ordered Block, its operator, to pay over its fraud and dispute handling: $175 million to the CFPB order in January 2025 and $45 million to 46 attorneys general in July 2026. CFPB complaints rarely end in relief at Block: in the 12 months to June 2026, 99.8% closed with an explanation only. Fake \"Cash App support\" phone numbers are the classic scam.\n\n## How complaints actually go\n\n- Cash App support is through in-app chat, available 24/7, and by phone at 1 (800) 969-1940, 7 days a week. To report a payment, open the activity feed, select the transaction and tap Report. [Cash App: security](https://cash.app/security)\n- Under its July 2026 settlement with 46 attorneys general, Block must keep customer support that can resolve fraud complaints and account lockouts, offer live support 24 hours a day with a phone agent for at least 13.5 hours a day and live chat for at least 18 hours a day, and investigate fraud claims and reimburse unauthorized transactions as the law requires. [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n- A CFPB complaint goes to Block for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 422 of 15,271 Block complaints (2.8%) were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Block%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## What tends to work\n\n- Cite the CFPB's 2025 findings when Cash App treats an unauthorized transfer as a card network chargeback: the CFPB found Block used the chargeback process instead of its own duty under the Electronic Fund Transfer Act and Regulation E to investigate and resolve unauthorized-transfer disputes on time. [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/)\n- For questions about redress under the CFPB order, the CFPB lists Block's contacts: 1-888-488-1181, CFPBinquiry@cash.app, or Cash App MSC 210, 1955 Broadway, Suite 600, Oakland, CA 94612. [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/)\n- A state attorney general complaint is a real route at Cash App: 46 attorneys general, led by New York, settled with Block in July 2026 over fraud, lockouts and refunds. [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n\n## Traps and fine print\n\n- Provisional credit is not final. If Cash App finds no error on an electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- Cash App is not a bank. The New York Attorney General found Block marketed Cash App in ways that falsely implied it worked like a bank with the same protections for customers' funds. [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n- In January 2025, 48 state financial regulators fined Block $80 million because it was not in compliance with certain anti-money-laundering requirements, which cover duties such as customer due diligence and identity verification. Block must have an independent consultant review its program and fix any gaps. [CSBS, January 15, 2025](https://www.csbs.org/node/521831)\n- The CFPB rule that would have put large payment apps, including Cash App, under CFPB supervision was overturned by Congress in 2025 (Public Law 119-11). [Congressional Research Service IF12935](https://www.everycrsreport.com/reports/IF12935.html)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Block, Inc.\": 15,271. Block runs Cash App; the parent company name may also cover other Block products. Top products: money transfer, virtual currency or money service 9,605, checking or savings 3,737, prepaid card 897. Top issues: fraud or scam 2,583, unauthorized transactions or other transaction problem 2,495, managing an account 2,137, other transaction problem 1,298, trouble accessing funds in a mobile or digital wallet 1,250. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Block%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 15,271 complaints, 15,244 (99.8%) closed with explanation and 27 (0.2%) with monetary relief; none closed with non-monetary relief. 14,849 (97.2%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Block%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- The CFPB's January 2025 order requires Block to pay at least $75 million and up to $120 million in redress and $55 million in civil penalties ($175 million in total). [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/)\n\n## Scams that target customers\n\n- Fake support numbers: for years Cash App had no live phone agents, and the CFPB found this let fake customer service lines steal consumers' information. Use only 1 (800) 969-1940 or in-app chat. [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/) [Cash App: security](https://cash.app/security)\n- Cash App says it will never ask for your sign-in code or PIN. If someone who says they are from Cash App asks for personal information, do not respond. [Cash App: security](https://cash.app/security)\n- Fake giveaways: Cash App warns about scammers who pretend to be someone you trust, offer fake giveaways or create urgency, and the New York Attorney General found that Block kept running its \"Cash App Fridays\" promotion while aware that it led to scams. [Cash App: security](https://cash.app/security) [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n"},"charter-spectrum":{"meta":{"company":"charter-spectrum","title":"Spectrum — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nSpectrum has no annual contracts for residential service. To cancel, call 1-855-707-7328 and ask for the Customer Solutions team, or visit a Spectrum store. Report a wrong charge within 60 days after the bill's due date, and ask for an outage credit: Spectrum promises a full-day credit for a neighborhood outage over two hours. Spectrum never asks for a fee to give a discount and does not take gift cards or payment apps.\n\n## How complaints actually go\n\n- Residential customer service is 1-855-757-7328 (listed in Spectrum's 2026 FCC annual notice); chat is also available for support and outage information. [Spectrum annual notice](https://www.spectrum.com/policies/annual-notice) [Spectrum chat](https://www.spectrum.net/contact-us/chat-us)\n- Spectrum Community moderators (verified employees) say cancellations cannot be done on social media or the forum; call 1-855-707-7328 and ask for the Customer Solutions team, or visit a store. A moderator also states Spectrum has no disconnect fee. [Spectrum Community](https://community.spectrum.net/discussion/178853/disconnect-service)\n- Disputed charges must be reported within 60 days after the bill's due date, or longer where the law requires. [Spectrum annual notice](https://www.spectrum.com/policies/annual-notice)\n- Before arbitration you must send a written \"Notice of Intent to Arbitrate\"; if there is no agreement within 30 days after it is received, either side may start arbitration. Small claims court is carved out, and you can opt out of arbitration within 30 days of first subscribing. [Spectrum terms](https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service)\n- Charter and Cox completed their transaction in August 2026; Spectrum says its Customer Service Commitments, including outage credits, will reach former Cox customers within a year. [Charter 8-K exhibit](https://www.sec.gov/Archives/edgar/data/1091667/000114036126033909/ef20080687_ex99-1.htm)\n\n## What tends to work\n\n- For a neighborhood outage of more than two hours, ask an agent for the full-day credit promised in Spectrum's Customer Commitment (power outages, natural disasters and overnight maintenance excluded). [Spectrum Customer Commitment](https://www.spectrum.com/our-customer-commitment)\n- Under the 2026 annual notice, request a proportionate credit within 60 days after a qualifying outage of two or more consecutive hours ends. [Spectrum annual notice](https://www.spectrum.com/policies/annual-notice)\n- After disconnecting, you can still sign in to Spectrum.net or the My Spectrum App for 60 days to check the final statement; return equipment at a Spectrum Store or The UPS Store. [Spectrum: after disconnecting](https://www.spectrum.net/support/account-and-billing/after-disconnecting-your-services)\n\n## Traps and fine print\n\n- A second statement can follow the final one if equipment is not returned, and an unreturned equipment fee may be charged; Hawaii has a different return process. [Spectrum: after disconnecting](https://www.spectrum.net/support/account-and-billing/after-disconnecting-your-services)\n- The 60-day dispute window runs from the due date, not from when you notice the charge. [Spectrum annual notice](https://www.spectrum.com/policies/annual-notice)\n- The outage credit in the annual notice depends on your request and excludes disruptions beyond Spectrum's reasonable control or caused by the customer. [Spectrum annual notice](https://www.spectrum.com/policies/annual-notice)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Spectrum internet 71 (unchanged); Spectrum Mobile 78, tied for the top full-service MVNO. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Spectrum TV 69, unchanged. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- Spectrum will never ask you to pay a fee to get a discount, and does not accept cryptocurrency, gift cards, Venmo, Zelle, Cash App or PayPal. A \"40% off for two years\" offer that needs a fee first is fake. [Spectrum: avoid costly scams](https://www.spectrum.net/support/general/scam-and-fraud-alerts)\n- Spectrum will never text you asking for payment information or ask you to ship equipment back unless you contacted it first. It warns of reshipping scams and of emails asking for an \"upgrade payment\"; Spectrum never charges a one-time equipment fee. [Spectrum: avoid costly scams](https://www.spectrum.net/support/general/scam-and-fraud-alerts)\n- The FCC warned on September 10, 2025 of calls and texts offering 50% off Spectrum or Comcast bills in exchange for prepaying months of service with gift cards. [FCC alert](https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf)\n- Forward spoofed Spectrum or Charter emails, unaltered and with full headers, to phishing@charter.net. [Spectrum: email security](https://www.spectrum.net/support/internet/email-security)\n"},"chase":{"meta":{"company":"chase","title":"Chase — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFor a credit card problem, open the dispute online after the charge posts and also send a written billing-error notice; for debit card, Zelle or checking fraud, call the fraud line at once. If Chase does not fix it, a CFPB complaint gets a written answer, and Chase answered every CFPB complaint on time in the 12 months to June 2026, but closed 86% of them with an explanation only. Chase is a national bank, so the OCC is the next rung. Since March 2025 Chase may block Zelle payments to people met on social media.\n\n## How complaints actually go\n\n- Chase's complaints page sends you to customer service or a feedback survey. It does not give a complaint address, an executive office or a response time. [Chase complaints and feedback](https://www.chase.com/digital/resources/complaints-feedback)\n- A CFPB complaint goes to Chase for a response, generally within 15 days; a response after 15 days (or after 60 days if Chase asks for more time) is recorded as not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- JPMorgan Chase Bank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. For an account closed for political or religious beliefs or lawful business activity, the OCC asks you to cite Executive Order 14331. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- Chase may ask about the purpose of a Zelle payment and how you met the recipient, and may decline payments or restrict Zelle if you do not answer truthfully. Answer these questions accurately when you make a scam claim. [BleepingComputer, February 17, 2025](https://bleepingcomputer.com/news/security/chase-will-soon-block-zelle-payments-to-sellers-on-social-media)\n\n## What tends to work\n\n- Escalate to the CFPB with dates, amounts and Chase's earlier answers. In the 12 months to June 2026, 3,750 of 26,706 Chase complaints (14.0%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=JPMORGAN%20CHASE%20%26%20CO.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For Zelle scam losses, a state attorney general complaint is another route. The New York Attorney General sued Zelle's operator, Early Warning Services (owned by banks including JPMorgan Chase), on August 13, 2025, and asks for restitution for New Yorkers who lost money to scams. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n- If Chase does not answer or you disagree with its written answer, file with the OCC through HelpWithMyBank; the OCC also has an appeal step. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## Traps and fine print\n\n- Provisional credit is not final. If Chase finds no error on a debit or electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If Chase decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Chase can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Since March 23, 2025, Chase can delay, decline or block Zelle payments it identifies as coming from contact on social media. Its Zelle terms say Zelle should not be used to buy from sellers, including on social media. [BleepingComputer, February 17, 2025](https://bleepingcomputer.com/news/security/chase-will-soon-block-zelle-payments-to-sellers-on-social-media)\n- The CFPB's lawsuit against Chase, Bank of America, Wells Fargo and Early Warning Services over Zelle fraud (filed December 20, 2024) was voluntarily dismissed with prejudice on March 4, 2025. Do not cite it as a basis for reimbursement. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/early-warning-services-llc-bank-of-america-na-jpmorgan-chase-bank-na-wells-fargo-bank-na/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"JPMORGAN CHASE & CO.\": 26,706. Top products: checking or savings 9,556, credit card 6,768, credit reporting 4,727, debt collection 2,601, money transfer 1,768. Top issues: managing an account 5,413, incorrect information on a report 2,868, a purchase shown on a statement 2,187, closing an account 1,499. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=JPMORGAN%20CHASE%20%26%20CO.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 26,706 complaints, 22,956 (86.0%) closed with explanation, 1,970 (7.4%) with non-monetary relief and 1,780 (6.7%) with monetary relief. All 26,706 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=JPMORGAN%20CHASE%20%26%20CO.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2026 U.S. Credit Card Satisfaction Study: Chase ranked second among national issuers with 635 points out of 1,000, behind American Express (668). The average for all credit card customers was 613. [FF News, August 17, 2026](https://ffnews.com/news/financial-stress-deepens-divide-among-u-s-credit-card-customers-according-to-jd--43c68b30) [ABA Banking Journal](https://bankingjournal.aba.com/2026/08/survey-finds-satisfaction-gap-among-credit-card-holders/)\n\n## Scams that target customers\n\n- Bank impersonation: scammers fake caller ID to show Chase's number, send texts and emails that look like Chase's, and build fake websites. Chase says reputable banks will not ask you to transfer money to resolve fraud, and that a \"new\" account you are told to move money to belongs to the scammer. Verify by calling the number on the back of your card or statement; official Chase web addresses generally start with https://www.chase.com/. [Chase: bank impersonation scams](https://www.chase.com/personal/banking/education/basics/bank-impersonation-scams)\n- Social media: almost 50% of the scams that Chase customers reported in Zelle or wire claims from June to December 2024 started on social media. [BleepingComputer, February 17, 2025](https://bleepingcomputer.com/news/security/chase-will-soon-block-zelle-payments-to-sellers-on-social-media)\n- Forward emails that claim to be from Chase to phishing@chase.com, and contact Chase before you share account information or send money. [Chase: report fraud](https://www.chase.com/digital/resources/privacy-security/security/report-fraud)\n"},"chime":{"meta":{"company":"chime","title":"Chime — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nStart in the Chime app chat or call 1-844-244-6363 (24/7); there is no support at Chime's headquarters. Report an unauthorized transfer within 60 days of the first statement that shows it; Chime must decide within 10 business days or give provisional credit while it takes up to 45 days. Chime and its partner banks can freeze or close an account without notice, and in 2024 the CFPB fined Chime for slow refunds of balances on closed accounts. In the 12 months to June 2026, 7.8% of CFPB complaints about Chime closed with relief. Chime will never ask you to send money through Pay Anyone or to download an app.\n\n## How complaints actually go\n\n- Chime support is in the app (Profile, Help, Chat) and by phone at 1-844-244-6363; Chime also answers on X at @ChimeHelps. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n- Chime is a financial technology company, not a bank. Accounts and cards are held at The Bancorp Bank, N.A. or Stride Bank, N.A., and Chime says there is no customer support at its San Francisco headquarters. [Chime: contact us](https://www.chime.com/contact-us/)\n- For errors on electronic transfers, you can call, use the app or write to Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417. Chime must hear from you within 60 days after the first statement that shows the error, decide within 10 business days, or provisionally credit you within 10 business days and take up to 45 days (90 days for new accounts, some point-of-sale and foreign transactions). [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n- A CFPB complaint goes to Chime for a response, generally within 15 days; some companies give a final response within 60 days. You then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n- Both partner banks are national banks, so the OCC takes complaints about them. The OCC asks you to try the bank first and cannot act as your attorney or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint when Chime's own channels fail: in the 12 months to June 2026, 665 of 11,565 complaints (5.8%) closed with monetary relief and 236 (2.0%) with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Chime%20Financial%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If the balance of a closed account has not come back, cite the CFPB's May 2024 order: Chime failed to refund balances within 14 days in thousands of instances, some taking more than 90 days. The order required at least $1.3 million in redress and a $3.25 million penalty. [CFPB enforcement action, May 7, 2024](https://www.consumerfinance.gov/enforcement/actions/chime-financial-inc/)\n- For an unrecognized transaction, turn off \"Allow transactions\" under Settings, Account Settings in the app, then contact Chime at once. [Chime: trust and safety](https://www.chime.com/security-and-support/trust-safety/)\n- Ask for the dates in writing: Chime's agreement sets a 10-business-day decision, or provisional credit within 10 business days, for transfer errors. [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n\n## Traps and fine print\n\n- The agreement says Chime and/or the bank may suspend, freeze, restrict or close your account for any reason with or without notice, and may hold the funds while they review the activity. [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n- Disputes go to binding individual arbitration with the American Arbitration Association. The agreement says that if you do not agree, do not activate or use the card or account; the agreement checked shows no opt-out procedure. [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n- Provisional credit is not final. If no error is found, the provider can take the credit back after it tells you the date and amount, and must honor checks and preauthorized transfers for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Chime Financial Inc\": 11,565. Top products: checking or savings 7,477, money transfer or money service 2,153, credit card 928, credit reporting 528, prepaid card 209. Top issues: managing an account 4,025, a company charging your account 1,973, closing an account 842, fraud or scam 797, other transaction problem 676. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Chime%20Financial%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 11,565 complaints, 10,660 (92.2%) closed with explanation, 665 (5.8%) with monetary relief and 236 (2.0%) with non-monetary relief; 4 were in progress. 11,564 were marked timely. A further 62 complaints in the same period are filed under \"Chime Inc.\". Data retrieved 2026-10-13. [CFPB complaint database search by name](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?search_term=chime&field=company&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- Chime says it will never call, email or text you for your password or personal information, never ask you to download apps, and never ask you to send money through Pay Anyone. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n- Scammers spoof Chime's support number, run fake support profiles and sponsored search ads that lead to phishing sites, and promote fake \"Chime glitch\" giveaways. Use only the number in the app or on chime.com. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n- Report scams through in-app chat or 1-844-244-6363, and to the FTC at ReportFraud.ftc.gov. Real Chime support emails come from @chime.com. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n"},"cigna":{"meta":{"company":"cigna","title":"Cigna Healthcare — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall Cigna customer service (1-800-997-1654, 24/7) or the number on your ID card, get the denial reason in writing, and file the internal appeal with Cigna's medical appeal form within the deadline in the denial letter. Whether external review is run by your state or under federal ERISA rules depends on whether the plan is fully insured or self-funded by the employer, so ask. Cigna's claim-review practices have drawn press scrutiny, and appeals often succeed. Be wary of \"free\" tests that ask for your insurance information; report fraud to Cigna's Special Investigations hotline at 1-800-667-7145.\n\n## How complaints actually go\n\n- Customer service is 1-800-997-1654 and medical, dental and vision coverage and claims is 1-800-244-6224, both 24/7; behavioral health is 1-800-433-5768. Live chat (myCigna sign-in) runs Monday-Friday, 9 a.m.-8 p.m. ET for some products. [Cigna contact us](https://www.cigna.com/contact-us/)\n- The contact page lists no specific complaint or appeal line; Cigna's member rights page says to call Customer Service at the toll-free number on your ID card, and that Cigna will guide members through the grievance process if they disagree with a decision. [Cigna member rights](https://www.cigna.com/legal/members/member-rights-and-responsibilities)\n- Appeal forms are on Cigna's customer forms page: the Medical Appeal Request, an Appointment of Representative form, and a separate Evernorth behavioral health appeal form for behavioral health denials. [Cigna customer forms](https://www.cigna.com/individuals-families/member-guide/customer-forms)\n- After the internal appeal, ask for external review within 4 months of the final denial; the insurer must follow the reviewer's decision. [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n\n## What tends to work\n\n- Appeal. In Medicare Advantage, The Cigna Group overturned 96.0 percent of appealed denials for skilled nursing facility admission in June 2024. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n- Ask why a claim was denied and who reviewed it. In 2023, ProPublica and The Capitol Forum reported that Cigna doctors denied over 300,000 payment requests in two months through a \"procedure-to-diagnosis\" (PXDX) review, spending an average of 1.2 seconds per case; Cigna called the description \"incorrect\" and said the reviews happen after care is given and do not deny care. [ProPublica, March 2023](https://www.propublica.org/article/cigna-pxdx-medical-health-insurance-rejection-claims)\n- Language interpretation and TTY services are available for complaint and appeal processes; ask for them. [Cigna member rights](https://www.cigna.com/legal/members/member-rights-and-responsibilities)\n\n## Traps and fine print\n\n- Claims, explanations of benefits and chat need a myCigna sign-in, and chat is English only. [Cigna contact us](https://www.cigna.com/contact-us/)\n- Claims go to product-specific mailing addresses (medical: Cigna Healthcare, PO Box 182223, Chattanooga, TN 37422-7223); appeals go to the address on the denial letter. [Cigna contact us](https://www.cigna.com/contact-us/)\n- Cigna's external review request form on the forms page is for certain Virginia plans only; other members should follow the external review steps in the denial letter or call the number on the ID card. [Cigna customer forms](https://www.cigna.com/individuals-families/member-guide/customer-forms)\n- Missing the 180-day internal appeal window under the federal rules ends the right to appeal. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/)\n\n## By the numbers\n\n- Medicare Advantage, June 2024: The Cigna Group denied 8.8 percent of skilled nursing facility admission requests (239 of 2,705) and overturned 48 of 50 appealed denials. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n\n## Scams that target customers\n\n- Cigna warns about promotions that offer free tests, treatment or services, especially when a provider asks for your insurance information. [Cigna: report fraud](https://www.cigna.com/legal/members/report-fraud)\n- Report suspected fraud to Cigna Healthcare Special Investigations: 1-800-667-7145, specialInvestigations@evernorth.com, or 900 Cottage Grove Road W3SIU, Hartford, CT 06152. [Cigna: report fraud](https://www.cigna.com/legal/members/report-fraud)\n- \"Free\" genetic tests offered by phone, at events or door to door are used to steal Medicare information; refuse kits your doctor did not order. [HHS OIG genetic testing alert](https://oig.hhs.gov/fraud/consumer-alerts/fraud-alert-genetic-testing-scam/)\n"},"citi":{"meta":{"company":"citi","title":"Citi — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost Citi complaints are about credit cards, including the store cards Citi issues. Put a billing error in writing to the address on your statement, because a call alone does not start your legal rights. A CFPB complaint has worked well at Citi: in the 12 months to June 2026, 46.9% of CFPB complaints closed with relief, a higher share than Chase, Bank of America, Wells Fargo, Capital One, American Express or Synchrony. For online account takeovers and wire fraud, the New York Attorney General is suing Citi over denied reimbursements, and in January 2025 a court found that the federal Electronic Fund Transfer Act applies to unauthorized wires from Citi consumer accounts. Citi is a national bank, so the OCC is the next rung.\n\n## How complaints actually go\n\n- Citi's billing rights notice says you must notify Citi in writing within 60 days after the error appeared on your statement; if you only call, Citi is not required to investigate and you may have to pay the amount. Citi's file in this registry lists the per-card phone numbers. [Citi Double Cash card agreement (CFPB database)](https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf)\n- A CFPB complaint goes to Citi for a response, generally within 15 days; a response after 15 days (or after 60 days if Citi asks for more time) is recorded as not timely. In the 12 months to June 2026, 1 of 23,119 Citi complaints was not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Citibank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint after Citi's own channel fails: in the 12 months to June 2026, 10,850 of 23,119 complaints (46.9%) closed with relief, 4,317 (18.7%) of them with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For an unauthorized wire or online transfer from a Citi consumer account, claim reimbursement under the Electronic Fund Transfer Act. On January 21, 2025 a federal judge denied Citi's motion to dismiss the New York Attorney General's core claims and found that the Act applied to unauthorized wire transfers made through Citi's consumer accounts. [NY Attorney General, January 21, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-announces-court-win-allowing-lawsuit-against-citibank)\n- If Citi denies a fraud claim, complain to your state attorney general as well as the CFPB. The New York Attorney General's lawsuit (filed January 30, 2024) seeks repayment with interest for customers denied reimbursement in the last six years. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims)\n\n## Traps and fine print\n\n- The New York Attorney General alleges that Citi required fraud victims to visit a branch and sign affidavits, then used those statements to blame customers and deny claims. Read any affidavit before you sign it and keep a copy. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims)\n- If Citi decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Citi can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Store cards cost more. In December 2024, new cards from the top 100 retailers had an average APR of 32.66%; Citi is one of four banks that issue more than 80% of store cards. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/)\n- The CFPB's 2023 order against Citi over national-origin discrimination in card applications ($1.4 million redress, $24.5 million penalty) was terminated on October 16, 2025. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/citibank-n-a/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"CITIBANK, N.A.\": 23,119. Top products: credit card 10,884, credit reporting 4,955, checking or savings 3,640, debt collection 3,055. Top issues: a purchase shown on a statement 4,170, incorrect information on a report 3,057, managing an account 2,095, negative or legal action taken or threatened 1,479, fees or interest 1,153. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 23,119 complaints, 12,269 (53.1%) closed with explanation, 6,533 (28.3%) with non-monetary relief and 4,317 (18.7%) with monetary relief. 23,118 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Account takeover by text or call: in cases the New York Attorney General describes, a text that appeared to come from Citi sent a customer to a website, and a caller said the account was suspended and offered to send \"Citi codes\". Scammers then changed passwords, moved savings into checking, enrolled the account in online wires and sent wires, including one of $40,000. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims)\n- Citi's fraud prevention page says Citi does not ask for your PIN, and lists spoof@citi.com for forwarding suspicious emails and texts. [Citi: fraud prevention](https://citicards.citi.com/cbol/fraudprevention/default.htm)\n"},"coinbase":{"meta":{"company":"coinbase","title":"Coinbase — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nOpen a support case through help.coinbase.com and keep the case number. If Support does not fix it, Coinbase's User Agreement requires its Formal Complaint Process before arbitration or small claims, and that process can take 45 business days. If that fails, file with the CFPB; Coinbase closed about 30% of CFPB complaints in the 12 months to June 2026 with monetary relief. Lock the account yourself at the first sign of takeover. Since the May 2025 insider data theft, scammers may know your name, address and balance, so treat every unexpected \"Coinbase\" call as a scam.\n\n## How complaints actually go\n\n- Coinbase's U.S. User Agreement says that if Coinbase Support does not resolve a dispute, you must use its Formal Complaint Process before filing any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts; coinbase.com blocks automated fetches. [Coinbase U.S. User Agreement](https://www.coinbase.com/legal/user_agreement/united_states)\n- An August 2021 law firm summary of the older agreement gave a 15-business-day answer time (35 at most) and the form at help.coinbase.com/en/contact-us/submit-a-complaint; the current agreement extracts give 45 business days, so plan for the longer time. [EPGD law firm, August 26, 2021](https://www.epgdlaw.com/how-do-i-file-a-complaint-with-coinbase/)\n- Coinbase help pages say restriction reviews typically take up to 10 business days, and account recovery after losing 2-step verification usually takes up to 48 hours, with sends disabled until the security period ends. Seen in search-engine extracts. [Coinbase: resolve your account restriction](https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction) [Coinbase: account recovery](https://help.coinbase.com/en/coinbase/managing-my-account/get-back-into-my-account/account-recovery-lost-email-2step-verification)\n- A CFPB complaint goes to Coinbase for a written response; a response after 15 days, or after 60 days if Coinbase asks for more time, is recorded as not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## What tends to work\n\n- Escalate to the CFPB with transaction IDs, dates and Coinbase's earlier answers. In the 12 months to June 2026, 394 of 1,292 Coinbase complaints (30.5%) closed with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If you lost money after the May 2025 data theft, say so: Coinbase said it intends to voluntarily reimburse eligible retail customers who sent funds to the threat actor as a direct result of the incident, after reviewing the facts. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n- Lock the account yourself if you suspect a takeover. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings. Seen in search-engine extracts. [Coinbase: lock or unlock your compromised account](https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised)\n- During a restriction review you may still be able to convert crypto to cash and withdraw cash to a verified bank account, depending on risk factors. Seen in search-engine extracts. [Coinbase: resolve your account restriction](https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction)\n\n## Traps and fine print\n\n- Appendix 5 of the User Agreement requires binding arbitration for nearly all disputes and has a class action and jury trial waiver. Seen in search-engine extracts. [Coinbase U.S. User Agreement](https://www.coinbase.com/legal/user_agreement/united_states)\n- Crypto sent to a scammer usually cannot be reversed or recovered. [FTC: cryptocurrency and scams](https://consumer.ftc.gov/articles/what-know-about-cryptocurrency-and-scams)\n- SIPC does not protect digital assets that are not securities, even at a SIPC member firm. [SIPC: what SIPC protects](https://www.sipc.org/for-investors/what-sipc-protects)\n- Coinbase does not accept emailed copies of ID for verification; upload documents only through coinbase.com or the app. Seen in search-engine extracts. [Coinbase: verify your identity](https://help.coinbase.com/en/coinbase/managing-my-account/update-my-account/identity-verification-faq)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Coinbase, Inc.\": 1,292. Products: money transfer or virtual currency 1,145 (virtual currency 1,003), credit card 73, checking or savings 56. Top issues: other transaction problem 340, fraud or scam 326, money not available when promised 226, other service problem 97. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those, 895 (69.3%) closed with explanation, 394 (30.5%) with monetary relief and 3 with non-monetary relief. 1,269 responses were timely and 23 were not. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For comparison, companies closed 2% of all CFPB money services and virtual currency complaints with monetary relief in 2025. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Coinbase estimated the May 2025 incident would cost about $180 million to $400 million for remediation and voluntary customer reimbursements. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n\n## Scams that target customers\n\n- Insider data theft: on May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States for customer names, addresses, phone numbers, emails, masked SSNs, masked bank account numbers, government ID images and balances. Passwords and private keys were not taken. Expect scammers who know these details. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n- Fake support calls: Coinbase says its staff will never ask for your password or 2-step codes, or ask you to move assets to a new address, account, vault or wallet; caller ID can be faked. Hang up and contact Coinbase through help.coinbase.com. Seen in search-engine extracts. [Coinbase: tech support and impersonation scams](https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams)\n- Fake emails can show \"Coinbase\" as the display name with a different sender; Coinbase says its real addresses end with coinbase.com. Seen in search-engine extracts. [Coinbase: is this email really from Coinbase](https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase)\n- Crypto recovery scams target people who already lost crypto, promising to get it back for an upfront fee. [FTC: refund and recovery scams](https://consumer.ftc.gov/articles/refund-and-recovery-scams)\n"},"comcast-xfinity":{"meta":{"company":"comcast-xfinity","title":"Xfinity — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nXfinity publishes no retention number and no executive office contact. The written routes that work are the online payment and refund issue report and a direct message to \"Xfinity Support\" on the Xfinity Community Forum. Dispute a charge within 120 days of the bill date, request outage credits within 120 days, and return equipment with a receipt. Xfinity never asks for your password by phone and does not take gift cards.\n\n## How complaints actually go\n\n- Frontline help is 1-800-XFINITY (1-800-934-6489) or the Xfinity Assistant chat, which hands off to a live agent when the bot cannot fix the issue; you can also text questions to 266278. [Xfinity customer rights](https://www.xfinity.com/support/articles/rights) [Xfinity Assistant](https://www.xfinity.com/support/articles/get-help-from-xfinity-assistant)\n- Missing, duplicate or misapplied payments, overpayments and refund problems have an online report form (sign-in required). Xfinity sends a confirmation page and email and works requests in the order received. [Xfinity: report an issue](https://www.xfinity.com/support/articles/report-an-issue)\n- For escalations, Xfinity forum staff ask customers to send a direct message to \"Xfinity Support\" with their full name and service address; this is the route they give when customers ask for executive or corporate escalation. [Xfinity Community Forum](https://forums.xfinity.com/conversations/customer-service/how-to-reach-executive-relations-team/6943710299d8a96371adfe0b)\n- Cancellation is by phone, a scheduled call or an Xfinity Store; the cancel page offers no online self-service cancellation. [Xfinity cancel page](https://www.xfinity.com/cancel)\n- Arbitration starts with a complete Notice of Dispute (online at xfinity.com/nod or by mail); arbitration may begin only if the dispute is not resolved within 60 days of receipt, and either side may use small claims court instead. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- The agreement requires any proceeding to start within one year of the event. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n\n## What tends to work\n\n- For an outage, use \"Check credit eligibility\" in the outage map; Xfinity applies the credit automatically to eligible accounts that have not reached the maximum credit limit. [Xfinity outage credit](https://www.xfinity.com/support/articles/check-service-outage)\n- For an interruption of more than 24 consecutive hours, ask for a pro rata credit within 120 days. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Xfinity staff on the forum say they can look for a new promotion to lower the bill if you send a direct message to \"Xfinity Support\". [Xfinity Community Forum](https://forums.xfinity.com/conversations/customer-service/does-the-retention-department-still-exist/658dea86f961c6163a347e89)\n- Reported by customers: in the same forum thread most customers say retention requests got nothing; one says a store visit and several calls cut $25 from the bill, and another was offered a lower price only with a one-year contract. [Xfinity Community Forum](https://forums.xfinity.com/conversations/customer-service/does-the-retention-department-still-exist/658dea86f961c6163a347e89)\n- Reported by customers: a customer whose 24-month promotion ended saw the bill go from about $60 to $124; Xfinity staff said the promotion end date is printed on the bill (page 3) for the length of the promotion and declined a credit afterwards, so ask for a new offer before the end date. [Xfinity Community Forum](https://forums.xfinity.com/conversations/billing/bill-doubled-after-promo-ended-lack-of-prominent-notice/689a1adefafd5b3ecfb9a526)\n\n## Traps and fine print\n\n- At the end of a promotional period, Comcast's then-current standard pricing applies. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Comcast can change rates with or without notice where the law permits; continued use for more than 30 days after a change counts as acceptance. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- If you do not contact Comcast within 120 days of the bill date, you waive disputes or credits for that bill. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- The agreement requires equipment to be returned within ten days after termination; replaced equipment should be returned within 30 days. An unreturned equipment fee is refunded in full if you later return the equipment undamaged. [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) [Xfinity: replace equipment](https://www.xfinity.com/support/articles/replace-your-xfinity-equipment)\n- Refunds are reviewed only after equipment is returned or 30 days after disconnection, typically arrive in 4 to 6 weeks, and unreturned equipment charges can reduce them. [Xfinity refunds](https://www.xfinity.com/support/articles/refunds-from-xfinity)\n- The five-year price guarantee launched April 15, 2025 is for new Xfinity Internet customers who choose it at sign-up. [Comcast press release](https://corporate.comcast.com/press/releases/comcast-launches-five-year-guarantee-for-xfinity-internet-customers)\n- The arbitration opt-out window is 30 days from first service activation (xfinity.com/arbitrationoptout or by mail). [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Xfinity non-fiber internet 71 (69 in 2025), Xfinity Fiber 77, Xfinity Mobile 76. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Xfinity TV 72. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- Xfinity representatives will never ask for your username and password over the phone, and Xfinity will not ask you to pay with merchant gift cards, wire transfer, PayPal, Venmo or Zelle. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- Bad actors use phone numbers that look like Xfinity's to get account or payment information, place orders or have you ship a device. If unsure, hang up and call 1-800-XFINITY. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- Real Xfinity emails come from addresses ending in @comcast.net or @xfinity.com; look-alike websites use small spelling changes. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- The FCC warned on September 10, 2025 of robocalls saying \"This is Comcast Xfinity\" and that a 50% discount expires today; callers who call back are told to prepay months of service with gift cards. [FCC alert](https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf)\n- Report phishing, spam and phone scams through Xfinity's Service Policy Assurance page, and fraud to the FTC at reportfraud.ftc.gov. [Xfinity: protecting yourself from fraud](https://www.xfinity.com/support/articles/protecting-from-fraud)\n"},"con-edison":{"meta":{"company":"con-edison","title":"Con Edison — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall Con Edison at 1-800-75-CONED first, then take an unresolved complaint to the New York Department of Public Service, which can stop a shutoff for the disputed amount while you keep paying the rest. After a final disconnection notice, call the DPS shutoff hotline (800-342-3355) instead of using the online form. File food spoilage claims within 30 days of a non-storm outage. Con Edison does not take gift cards, crypto, wire transfers or payment apps, and pays only through conEd.com or its named payment page.\n\n## How complaints actually go\n\n- Frontline and verification line: 1-800-752-6633 (1-800-75-CONED). [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- DPS requires you to seek help from the utility first, which is \"required by law to assist\". Then call the DPS helpline at 800-342-3377 (8:30 a.m.-4:00 p.m., Monday-Friday) or file online. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- While DPS investigates, keep paying the undisputed part of the bill, or Con Edison may still terminate service. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- If you disagree with the DPS decision, ask for an informal hearing or review within 15 days, then appeal to the Public Service Commission within 15 days of that decision. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- Food spoilage claims: Con Edison pays up to $655 for food, with prescription medicine reimbursed outside that cap, when a local distribution outage lasted more than 12 hours within 24 hours. File within 30 days; review takes about 30 days. [Con Edison spoilage claim](https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form)\n\n## What tends to work\n\n- Ask for a payment extension of up to 10 days, or, with a Financial Statement Form, special payment agreement terms if you meet income requirements. [Con Edison payment plans and assistance](https://www.coned.com/en/accounts-billing/payment-plans-assistance)\n- Use the weather protections: no residential disconnections when the Central Park high with wind chill is forecast at 32°F or lower, or on the day of or before a heat index of 90°F or higher (and two more days if it exceeds 90°F). [Con Edison cold and heat protections](https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections)\n- Households where everyone is 62 or older, 18 or younger, or permanently disabled can join CONCERN; enrolled customers are not disconnected from November 1 to April 15. [Con Edison cold and heat protections](https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections)\n- For spoilage claims, food losses up to $280 need only an itemized list; losses from $280 to $655 also need receipts, price labels or photos, and medicine needs a pharmacy receipt. [Con Edison spoilage claim](https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form)\n- Resource Direct (1-212-358-4565) helps with My Account and payment assistance. [Con Edison payment plans and assistance](https://www.coned.com/en/accounts-billing/payment-plans-assistance)\n\n## Traps and fine print\n\n- After a final disconnection notice, DPS says not to use its online complaint form; call the hotline at 800-342-3355 (7:30 a.m.-7:30 p.m., Monday-Friday). [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- Spoilage from outages caused by storms is not paid. [Con Edison spoilage claim](https://www.coned.com/en/services-and-outages/claim-form/residential-spoilage-claim-form)\n- Pay only through Con Edison's own channels: it names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments. Search ads for \"Make A Bill Payment\" sites are not Con Edison. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n\n## Scams that target customers\n\n- Con Edison does not accept prepaid gift cards, cryptocurrency, wire transfers or cash apps such as Venmo, Zelle or PayPal, in person, by phone or by text. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Callers spoof caller ID, ask for the account number and threaten shutoff within an hour. Account numbers changed from 15 to 11 digits, which scammers may use as a pretext. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Look-alike sites such as con3d.com and c0edison.com, and the payment site makeabillpayment.com with 1-888-479-3560, are not Con Edison. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Con Edison says it will never ask for personally identifiable information. Real employees carry photo ID with their name and employee number; verify at 1-800-75-CONED. [Con Edison news release, November 2025](https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense)\n- SmartCharge NY never asks for card details through a QR code; only conEd.com/smartcharge and scny.ev.energy are real program pages. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n"},"delta-air-lines":{"meta":{"company":"delta-air-lines","title":"Delta Air Lines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFile written complaints through Delta's Comment & Complaint form; Delta says it acknowledges within 30 days and answers within 60. Refunds after a Delta cancellation or significant change go through the refund form, and meal or hotel costs from a delay Delta caused go through the reimbursement form. Report bag damage within 6 hours on domestic tickets issued since October 8, 2025. Delta's contract gives only one year to start a lawsuit.\n\n## How complaints actually go\n\n- Delta's Customer Service Plan names the Comment & Complaint form as the way to file a written complaint, and says Delta acknowledges written complaints within 30 days and sends a substantive response within 60 days. [Delta: customer commitment](https://www.delta.com/us/en/legal/customer-commitment)\n- Delta says that if you decline rebooking after a cancellation or significant change, you can get a refund of the unflown portion plus prepaid seat and bag fees, or a 5-year eCredit. If Delta cannot rebook you and you take no action within 24 hours, Delta refunds. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- The meal and hotel reimbursement form is limited to U.S. and Canada residents; others use the Comment & Complaint form. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- DOT opened an investigation of Delta's handling of the July 2024 CrowdStrike outage and later closed it without a penalty. A DOT spokesperson said in June 2026 that passengers received prompt refunds and baggage help, and that Delta was directed to give timely notice of the right to seek a refund. Passenger class actions were still pending. [Atlanta News First via WALB, June 16, 2026](https://www.walb.com/2026/06/16/federal-government-drops-investigation-into-deltas-response-global-it-outage-2024/)\n\n## What tends to work\n\n- For a delay or cancellation within Delta's control, the Customer Service Plan promises a meal or meal voucher at 3 or more hours, a hotel (based on availability) and ground transportation if you are stuck overnight away from home, and says representatives may offer gift cards, travel credits or miles. Ask for these and keep receipts. [Delta: customer commitment](https://www.delta.com/us/en/legal/customer-commitment)\n- Delta refunds the checked bag fee if a domestic bag is not delivered within 12 hours of arrival at the gate (15 or 30 hours on international flights). [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n- Delta defines a significant schedule change as 3 or more hours earlier or later (domestic) or 6 hours (international); cite this when you ask for a refund instead of rebooking (rule `dot-refunds-rule`). [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- If Delta does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## Traps and fine print\n\n- Domestic tickets issued on or after October 8, 2025 must report bag damage within 6 hours of arrival (24 hours for older tickets); missing items must be reported within 24 hours (domestic) or 7 days (international). [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n- Delta's Contract of Carriage says any legal action must start within one year after the event. [Delta Contract of Carriage](https://www.delta.com/us/en/legal/contract-of-carriage-dgr)\n- An eCredit from cancelling a nonrefundable ticket yourself expires 1 year from the purchase date unless the ticket terms say otherwise. Basic Economy cannot be changed or refunded after the risk-free cancellation period. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight)\n- Contract of Carriage Rule 19(B) provides an overnight hotel voucher for delays between 10:00 pm and 6:00 am, if contracted rooms are available, and says Delta has no liability when the delay was due to force majeure. [Delta Contract of Carriage](https://www.delta.com/us/en/legal/contract-of-carriage-dgr)\n- A bag counts as lost only if it is not found within 21 days of arrival. [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n\n## By the numbers\n\n- July 2026: DOT received 955 complaint cases about Delta; 250 were about flight problems, 211 about refunds and 151 about baggage. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: Delta-operated flights arrived on time 71.9% of the time (network 71.7%, 3rd of 8), cancelled 2.4% (network 3.3%), and mishandled 0.43 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Delta scored 79 out of 100, the highest of the airlines measured. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- Delta says it will never ask for your password by email, phone or social media, and will never ask you to pay with gift cards such as Visa, Amex or Google Play cards. [Delta: protect your data](https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data)\n- Delta lists fake emails, letters, postcards, social media sites and gift card websites that promise free travel or prizes, or claim a ticket was bought or a card charged, as fraudulent. [Delta: protect your data](https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data)\n- The FTC warns of fake airline customer service accounts on social media during flight disruptions; contact Delta through its own app, website or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"directv":{"meta":{"company":"directv","title":"DIRECTV — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall 800-531-5000 or use chat; the same number handles cancellations, and cost-related cancellations are routed to a \"personalized cancellation\" call. DIRECTV does not prorate refunds, so cancel near the end of the billing cycle. Return leased equipment fast: satellite receivers within 21 days of termination, DIRECTV STREAM devices within 14 days. DIRECTV representatives never ask you to pay upfront for a discount and do not accept gift cards.\n\n## How complaints actually go\n\n- Customer service is 800-531-5000 (also the cancellation line); chat is on the customer service page; the main number is 1-800-DIRECTV (800-347-3288). [DIRECTV customer service](https://www.directv.com/customer-service) [DIRECTV](https://www.directv.com/)\n- DIRECTV says most bill or service concerns can be resolved by chat or 800-531-5000; otherwise the dispute process starts with a Notice of Dispute and at least 60 days for DIRECTV to investigate, then a Demand for Arbitration to DIRECTV and the AAA. [DIRECTV dispute information](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n- The Notice of Dispute goes to DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801, using the form or a signed letter with your account number, claim and requested relief. [DIRECTV dispute information](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n- Arbitration terms in agreements before November 7, 2023 are posted separately; the current Residential Terms of Service govern newer accounts. [DIRECTV legal policy center](https://www.directv.com/legal/legal-policy-center/)\n\n## What tends to work\n\n- DIRECTV's cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation; ask what offers are available on that call. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- Cancelling during a free trial ends service immediately with no charge. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- DIRECTV sends return instructions and prepays shipping by UPS, FedEx or US Mail; keep the tracking number. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- If someone opened a DIRECTV account in your name, file an identity theft claim at accountverification.directv.com. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n\n## Traps and fine print\n\n- DIRECTV gives no prorated credit or refund for partial periods unless the law requires it; service stays on until the end of the billing cycle. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- Customers with a contract may owe a fee for the months left on it. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- The equipment lease agreement (2016 PDF) charges $45 per receiver and $135 per DVR not received within 21 days of termination or returned damaged. [DIRECTV equipment lease agreement](https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf)\n- DIRECTV STREAM devices must be returned within 14 days after cancellation; otherwise the non-return fee is $120. [DIRECTV STREAM cancellation policy](https://www.directv.com/legal/directv-stream-cancellation-policy/)\n- In arbitration the consumer is generally responsible for the $200 AAA filing fee. [DIRECTV dispute information](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n\n## By the numbers\n\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): DIRECTV satellite 71 and DIRECTV streaming 72; the subscription TV industry scored 72. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- DIRECTV representatives will never reach out to ask for personal or account information, ask you to pay upfront for discounted services, promotions or replacement equipment, or accept prepaid or retail gift cards as payment. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n- Scammers ask for advance payment for \"discounted services or upgraded equipment\", often by gift card, and may give a toll-free number to seem real. Contact DIRECTV only through the number on your bill or the official website. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n- DIRECTV says to report phishing or social engineering at IC3.gov and email fraud to reportfraud.ftc.gov and reportphishing@apwg.org. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n"},"dish-network":{"meta":{"company":"dish-network","title":"DISH — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall 800-333-DISH; for a written escalation, email executivecustomerservice@dish.com. You can cancel by phone, by email to onlinecancellation@dish.com or by mail, but cancellation counts only from the day DISH receives it, and DISH gives no credit for the rest of the month. Return equipment within 30 days and keep tracking, because you carry the shipping risk. DISH bills monthly, so a call asking you to prepay months of service or pay by gift card is a scam.\n\n## How complaints actually go\n\n- Customer service is 800-333-DISH (800-333-3474); the Spanish line is 888-599-DISH; the agreement lists executivecustomerservice@dish.com as a customer service email. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- Written customer service mail goes to DISH Network L.L.C., Customer Service Center, P.O. Box 9033, Littleton, CO 80160-9033 (not the payment address). [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- A Dispute Resolution Notice must be a declaration signed under penalty of perjury, with your account number, a description of each disputed transaction, an itemized damages calculation and the resolution you want. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- The agreement bars arbitration or small claims for at least 60 days after the notice (the DISH notice form says 30 days), and you must personally take part in an individual settlement conference. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf) [DISH notice form](https://www.dish.com/content/dam/dish/pdfs/service-agreements/tv-plan-agreements/dispute-resolution-notice--English.pdf)\n\n## What tends to work\n\n- Cancel by email to onlinecancellation@dish.com so you have a dated written record; cancellation is effective no sooner than the date DISH receives the notice. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- DISH does not charge the early termination fee if service is disconnected within 24 hours after you accept the agreement. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- To check whether a call or offer is real, hang up and call 800-333-DISH yourself. [DISH consumer protection](https://support.dish.com/helpful-tools/consumer-protection)\n\n## Traps and fine print\n\n- DISH gives no credits, refunds or price reductions on cancellation, including for unused promotional discounts. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- An early termination fee may apply before a term commitment ends; the amount is in the promotion agreement. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- Leased equipment must be returned in good working order within 30 days; it is not returned until DISH receives it, you bear the risk of loss in shipment, and DISH charges up to $20.00 for each return label or empty box it sends. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- The agreement says DISH is not liable for any interruption in service and contains no outage credit. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- The arbitration opt-out window is 30 days after account setup or service start, whichever is first; a later postmark is invalid. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- The late payment fee is $12.00 ($10.00 in Virginia, Maine or Arizona). [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n\n## By the numbers\n\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): DISH 69 (up 1%); the subscription TV industry scored 72. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- DISH will never call you asking for your account number, security code, receiver number or location ID, and will never require one particular payment method. [DISH consumer protection](https://support.dish.com/helpful-tools/consumer-protection)\n- Scammers ask for upfront payment by money order or gift card, or offer deals that require paying 6 months or a year in advance; DISH bills monthly. [DISH consumer protection](https://support.dish.com/helpful-tools/consumer-protection)\n- Criminals spoof DISH's phone number so a call looks like it comes from DISH, and send spoofed emails saying you must act now to keep an installation. DISH's page names dish@dishemail.com as a legitimate DISH sender. [DISH consumer protection](https://support.dish.com/helpful-tools/consumer-protection)\n"},"doordash":{"meta":{"company":"doordash","title":"DoorDash — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nReport a missing or wrong item from the order's Help screen right away; DoorDash's self-help may offer a credit, a refund or a redelivery. If that fails, use 24/7 chat or call 855-431-0459, then a card dispute. Cancel DashPass at least 24 hours before the next payment. DoorDash says no one from DoorDash will ever ask for your password or security code.\n\n## How complaints actually go\n\n- For missing or incorrect items: in the app, Orders, select the order, Help, Order Issues, Missing or incorrect items. Self-help may offer a credit, refund or redelivery depending on the circumstances. [DoorDash: missing or incorrect order](https://help.doordash.com/consumers/s/article/My-order-was-missing-an-item-incorrect-order?language=en_US)\n- Customer support is available 24/7 by in-app chat and by phone at 855-431-0459. [DoorDash consumer help center](https://help.doordash.com/consumers/s/?language=en_US)\n- The U.S. Consumer Terms require a notice to Informal.Resolution@doordash.com and an informal dispute resolution conference within 60 days before arbitration; you can opt out of arbitration by email to opt-out@doordash.com within 30 days of first becoming subject to it. [DoorDash U.S. Consumer Terms](https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US)\n\n## What tends to work\n\n- Report the problem from the specific order with photos of the wrong or missing items; the self-help flow is tied to the order. [DoorDash: missing or incorrect order](https://help.doordash.com/consumers/s/article/My-order-was-missing-an-item-incorrect-order?language=en_US)\n- Cancel DashPass under Manage DashPass at least 24 hours before the next scheduled payment; paid benefits last to the end of the billing period. [DoorDash: cancel DashPass](https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US)\n- If DoorDash does not refund an order you did not receive, a card dispute is the next step; a charge for goods not delivered as agreed is a billing error under the Fair Credit Billing Act if the issuer gets your letter within 60 days after the first bill with the error (rule `fcba-billing-error`). [FTC: using credit cards and disputing charges](https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges)\n\n## Traps and fine print\n\n- The Consumer Terms say payments for completed, delivered or merchant-confirmed orders are final and non-refundable, and refunds or credits are at DoorDash's discretion. [DoorDash U.S. Consumer Terms](https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US)\n- DashPass benefits from a free period end immediately when you cancel. [DoorDash: cancel DashPass](https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US)\n- Order help and chat need the customer signed in to the DoorDash account. [DoorDash consumer help center](https://help.doordash.com/consumers/s/?language=en_US)\n\n## Scams that target customers\n\n- DoorDash tells Dashers that \"No one from DoorDash will ever request your password or security code\", will never need it to pay or help them, and will never give them a password to use. [DoorDash: protect your account](https://help.doordash.com/en-us/dashers/article/how-can-i-protect-my-doordash-account-information)\n- Scams reported to Dashers: fake \"Support\" calls after a customer cancels, fake bonus or financial aid offers, urgent requests for a password, and lookalike apps or websites. Contact DoorDash only through the app or the help center. [DoorDash: protect your account](https://help.doordash.com/en-us/dashers/article/how-can-i-protect-my-doordash-account-information)\n"},"duke-energy":{"meta":{"company":"duke-energy","title":"Duke Energy — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDuke Energy is several utilities: call the operating company named on your bill (Carolinas, Progress, Florida, Indiana, Ohio/Kentucky or Piedmont Natural Gas). If Duke does not fix the problem, go to your state commission; in North Carolina the Public Staff takes complaints and has a separate line for service at risk of disconnection. Ask Duke about payment arrangements and the Share the Light Fund before the shutoff date. Duke says it never demands immediate payment by phone and never asks for prepaid cards; verify any call with the number on your bill.\n\n## How complaints actually go\n\n- Each operating company has its own customer service line: Duke Energy Carolinas 800-777-9898, Duke Energy Progress 800-452-2777, Duke Energy Florida 800-700-8744, Duke Energy Indiana 800-521-2232, Duke Energy Ohio and Kentucky 800-544-6900, Piedmont Natural Gas 800-752-7504 (as listed in a 2018 Duke article; the same numbers are on Duke's current status page). [Duke Energy Illumination, November 2018](https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee) [Duke Energy status page](https://be-right-back.duke-energy.com/home)\n- North Carolina: the Public Staff of the Utilities Commission requires you to try Duke first, then takes complaints online, by email (consumer.services@psncuc.gov) or by phone; for service at risk of disconnection call 1-866-380-9816 (Monday-Friday, 8:00 a.m.-5:00 p.m.). An analyst contacts you after you file. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- On 2026-10-12, Duke's maintenance page said duke-energy.com and piedmontng.com were temporarily unavailable and listed phone numbers instead; account tasks may need a phone call. [Duke Energy status page](https://be-right-back.duke-energy.com/home)\n\n## What tends to work\n\n- In North Carolina, if service is at risk of disconnection and Duke has not resolved it, call the Public Staff's line for that case, 1-866-380-9816. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- The Share the Light Fund pays energy bills, deposits and reconnection charges for qualifying customers through partner agencies. [Duke Energy news release](https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund)\n- When unsure about a caller, hang up and call the number printed on your bill; Duke says real delinquent-account notices come with the regular monthly bill. [Duke Energy news release, March 2017](https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams)\n\n## Traps and fine print\n\n- North Carolina's Public Staff does not handle municipal utilities or electric membership cooperatives; those go to the local government or the Rural Electrification Authority. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- Numbers differ by operating company and state (Ohio and Kentucky share one line; outages have separate numbers, or text OUT to 57801), so match the company on the bill. [Duke Energy status page](https://be-right-back.duke-energy.com/home)\n\n## Scams that target customers\n\n- Duke says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information. [Duke Energy news release, January 2022](https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm)\n- Duke Energy and Piedmont employees will never ask for cash or prepaid cards in exchange for service. [Duke Energy Illumination, November 2018](https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee)\n- Scammers have copied Duke's automated payment phone system so their callback numbers seem real, spoof Duke's number on caller ID, and ask for a prepaid card's receipt number and PIN. [Duke Energy news release, March 2017](https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams)\n- Scam calls spike during storms; a recorded or live caller asking for payment by prepaid debit card is a red flag. [Duke Energy news release, January 2022](https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm)\n"},"ebay":{"meta":{"company":"ebay","title":"eBay — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nOn eBay you open a request with the seller first, wait 3 business days, then ask eBay to step in under the Money Back Guarantee. Keep everything inside eBay checkout and messages: payments outside eBay are not covered, and a card chargeback for the same order can end your guarantee coverage. Use the chargeback only after eBay's own process fails. eBay never asks for your password or financial details by email or phone; forward fakes to spoof@ebay.com.\n\n## How complaints actually go\n\n- Report an item not received no later than 30 calendar days after the estimated or actual delivery date. You can ask eBay to step in from 3 business days after the report until 21 business days after it. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- For an item not as described, open the request within 30 calendar days of delivery (or within a longer seller return window). eBay can step in once the seller accepts the return or 3 business days after your request. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- You may appeal an eBay decision within 30 calendar days of the decision. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- eBay publishes no general phone number on the pages checked; chat or a callback appears after you pick a topic in Help & Contact, and you must be signed in. [eBay: start chat](https://www.ebay.com/help/start_chat)\n- Before arbitration or small claims, the User Agreement requires a Notice of Dispute through eBay's webform and a 45-day informal resolution period; filing deadlines pause during it. [eBay User Agreement](https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259)\n\n## What tends to work\n\n- Ask eBay to step in from the request in Purchases as soon as the seller's 3 business days pass; if eBay finds delivery was not proven, it refunds the item and original shipping. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- For a not-as-described return, the guarantee applies even if the seller does not accept returns; photograph the item and packaging before you open the request. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n\n## Traps and fine print\n\n- Payments made partly outside eBay checkout (bank transfer, cash, money orders, escrow) are not covered by the Money Back Guarantee. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- Filing a chargeback or another buyer protection claim for the same transaction can end Money Back Guarantee coverage. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- Trading cards, coins, bullion and paper money have only 3 calendar days for a not-as-described request when the seller does not offer returns. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- A new user can opt out of arbitration only by a signed written notice postmarked within 30 days of first accepting the User Agreement. [eBay User Agreement](https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): eBay scored 78 out of 100, down from 81; the online retail industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- eBay says it will never ask you to confirm your account password or personal details by email, and never asks for your password or financial information over the phone. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n- Fake emails with the eBay logo and a false sender address, fake eBay sign-in pages, and offers to pay outside eBay or with unapproved payment methods. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n- Overpayment schemes with counterfeit cashier's checks, and requests for extra shipping or other charges after a sale. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n- Forward emails that appear to come from eBay, as an attachment, to spoof@ebay.com. [eBay Security Center](https://pages.ebay.com/securitycenter/stay_safe.html)\n"},"enterprise":{"meta":{"company":"enterprise","title":"Enterprise, National and Alamo — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nEnterprise Mobility runs Enterprise Rent-A-Car, National and Alamo, each with its own phone line. Problems after the rental, such as damage bills, tolls, citations and unpaid balances, are handled by Consumer Collections Support, not the branch. Its request form takes documents but has a bot check, so a person may need to submit it. Without the optional Damage Waiver, even scratches and dents can be billed to you. Photograph the car at pickup and return, and keep fuel receipts.\n\n## How complaints actually go\n\n- Enterprise customer service is +1-855-266-9565, and chat runs Monday to Friday, 8:00 AM to 5:00 PM Central, closed weekends and holidays. [Enterprise: contact us](https://www.enterprise.com/en/help/contact.html)\n- Rental balances, citations or tolls, and damage recovery payments for U.S. Enterprise rentals go through Consumer Collections Support. [Enterprise: payments](https://www.enterprise.com/en/payments.html)\n- Proof of payment and toll or citation disputes go through the Collections \"Submit a Request\" form, which accepts the rental agreement and citation numbers and uploads up to 7MB. [Enterprise: submit a request](https://www.enterprise.com/en/payments/submit-a-request.html)\n- CBC News reported in January 2022 that Enterprise billed a woman more than $5,500 for hail damage after she rented a truck on a sunny day. [CBC News, January 24, 2022](https://www.cbc.ca/1.6312420)\n\n## What tends to work\n\n- For toll or citation charges, Enterprise accepts proof of payment to the issuing agency, matching bank or card statements, a cashed check, an agency receipt, proof of a clerical error or proof of where you were. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html)\n- For a damage bill, dispute in writing and ask for time-stamped photos from just before you drove off and just after you returned, and the car's rentals since your return. [Christian Science Monitor, March 20, 2015](https://www.csmonitor.com/Business/Saving-Money/2015/0320/How-to-dispute-and-win-rental-car-damage-claims)\n- Debit card deposits are typically refunded in about 5 to 10 business days; Enterprise says to call the renting branch if the money has not appeared after 10 business days. [Enterprise: deposit refunds](https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html)\n\n## Traps and fine print\n\n- Enterprise says minor damage such as scratches, dents or a chipped windshield is covered by the optional Damage Waiver for U.S. rentals; without it you may have to pay for repairs yourself. [Enterprise: scratch policy](https://www.enterprise.com/en/car-rental-faqs/us-general/car-rental-scratch-policy.html)\n- If you return the car with less fuel, Enterprise charges its local rate, which it says is typically above the local pump price; prepaid fuel is sold only as a full tank and is not refundable. [Enterprise: fueling a rental car](https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html)\n- Enterprise's administrative fee for citations and tolls still applies when the local authority bills you directly; notices typically arrive one to four weeks after the rental. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html)\n- Cash, check or money order deposits are refunded by mailed check within 20 business days after Enterprise confirms there are no more charges. [Enterprise: deposit refunds](https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html)\n\n## By the numbers\n\n- ACSI 2026: Alamo scored 79, Enterprise 76 (down from 78 in 2025) and National 76 (up from 71), out of 100; the car rental industry scored 76. [ACSI: Car rentals](https://theacsi.com/industries/travel/car-rental/)\n\n## Scams that target customers\n\n- The FTC says not to assume a phone number in search results is real: scroll past paid results and type enterprise.com, nationalcar.com or alamo.com into the browser yourself. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n- Enterprise lists its own phone lines and chat on its contact page; use those rather than numbers from ads or messages. [Enterprise: contact us](https://www.enterprise.com/en/help/contact.html)\n- If someone asks you to pay a rental charge with a gift card, it is a scam: the FTC says no real business will ever tell you to buy a gift card to pay them. [FTC: gift card scams](https://consumer.ftc.gov/articles/avoiding-and-reporting-gift-card-scams)\n"},"equifax":{"meta":{"company":"equifax","title":"Equifax — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute each wrong item with Equifax first (online through myEquifax or by mail), keep the confirmation number, and also dispute with the lender that reported it. If that fails, a CFPB complaint is the next step; in the 12 months to June 2026 Equifax closed 52.2% of CFPB complaints with non-monetary relief, such as a correction, and by mid-2025 it took more than 50 days on average to answer. In January 2025 the CFPB fined Equifax $15 million over how it handled disputes. Get free reports only at AnnualCreditReport.com, and do not pay a credit repair company upfront.\n\n## How complaints actually go\n\n- A CFPB complaint goes to Equifax, which has up to 60 days to respond. From 2022 to mid-2025 Equifax's average response time moved around 40 days; in the most recent months covered (to June 2025), all three nationwide bureaus averaged more than 50 days. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n- About 90% of consumers who complain to the CFPB about a bureau say they disputed with it first, but from 2024 to mid-2025 Equifax confirmed a prior dispute in only about 37% of those complaints. File the dispute with Equifax first and keep the confirmation number before you go to the CFPB. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n- Of the three nationwide bureaus, only Equifax recorded furnisher errors in its complaint responses during January 2024 to June 2025. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n\n## What tends to work\n\n- A CFPB complaint after a failed dispute: in the 12 months to June 2026, 1,006,485 of 1,929,475 Equifax complaints (52.2%) closed with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=EQUIFAX%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If Equifax puts back an item it deleted, or simply repeats what the lender says, cite the CFPB's January 17, 2025 order: the CFPB found Equifax failed to properly reinvestigate disputes, failed to prevent deleted information from being reinserted, and relied too much on furnishers. It ordered a $15 million penalty. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/equifax-inc-and-equifax-information-services-llc/)\n- Write the complaint yourself and keep it accurate. In 2025 companies returned about 469,800 CFPB complaints as suspected fraud and 63,200 as coming from an unauthorized third party; one nationwide bureau accounted for more than 90% and more than 60% of these returns. The company takes no action on a returned complaint, and it is not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Traps and fine print\n\n- Credit repair companies cannot remove accurate information, and it is illegal for them to charge you before they help you. Anything they can do legally, you can do yourself for little or no cost. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- Credit reporting complaints to the CFPB in 2025 were 182% above the monthly average of the prior two years; the CFPB links the growth partly to third parties, including credit repair organizations and social media \"finfluencers\", using the complaint process. Companies can return a complaint submitted by an unauthorized third party without acting on it. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- The same 2025 CFPB order found Equifax sold inaccurate credit scores after \"test code\" was put into a production environment. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/equifax-inc-and-equifax-information-services-llc/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"EQUIFAX, INC.\": 1,929,475, of which 1,905,783 were about credit or consumer reports. Top issues: incorrect information on a report 1,131,540, improper use of a report 416,213, the company's investigation into an existing problem 344,155, unable to get a credit report or score 11,092. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=EQUIFAX%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those complaints, 1,006,485 (52.2%) closed with non-monetary relief and 922,989 (47.8%) with explanation; none closed with monetary relief and 1 was in progress. All were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=EQUIFAX%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- In calendar 2025 the CFPB received about 5,806,800 credit or consumer reporting complaints, about 5,102,800 of them about Equifax, Experian and TransUnion. Companies closed 51% of the credit reporting complaints sent to them with an explanation, 40% with non-monetary relief and 0.02% with monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Fake free-report sites: there is only one authorized place for the free credit reports you are entitled to by law, AnnualCreditReport.com. Other sites pretend to be associated with it, use \"free report\" in their names, or misspell the address. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- AnnualCreditReport.com and the credit bureaus will not email you asking for your Social Security number or account information; a call from someone claiming to be from a credit bureau is probably a scam. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- Credit repair scams insist you pay before they help, tell you not to contact the credit bureaus, or tell you to dispute accurate information or file a false identity theft report. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n"},"expedia":{"meta":{"company":"expedia","title":"Expedia — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nExpedia does not publish one general phone number. Start from the contact page on expedia.com or the app, which asks a few questions and then offers a virtual agent, a human agent or the right number. Fake Expedia numbers are common in search ads. When an airline cancels a flight you bought on Expedia and Expedia charged your card, Expedia is the one that owes you the refund. Expedia's own fees are not refundable unless the booking said otherwise, and disputes go to arbitration after a written notice by certified mail.\n\n## How complaints actually go\n\n- Expedia's contact page asks questions first and then shows the right phone number; its virtual agent can hand over to a human agent. [Expedia: get in touch](https://www.expedia.com/lp/b/getintouch)\n- DOT says ticket agents that are the merchant of record must refund airfare when an airline cancels or significantly changes a flight, and that you should contact the agent before the airline. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- DOT also says ticket agents do not refund fees for paid extras or bag fees for delayed bags; ask the airline for those, even if Expedia charged you. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Expedia's terms require a signed Notice of Dispute sent by certified mail and a 60-day period to resolve it before individual AAA arbitration; either side may use small claims court. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n\n## What tends to work\n\n- A DOT complaint against a ticket agent goes to the agent, which DOT directs to respond to you and copy DOT. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- For a flight no-show or cancellation, Expedia says you may be entitled to a refund of airport taxes and fees, which you can request through its Help Center; Expedia submits the request to the airline. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n- If a card charge for a trip that was not provided is not refunded, dispute it as a billing error within 60 days after the first statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps and fine print\n\n- Expedia's terms say its fees are not refundable unless the booking process says otherwise. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n- The airline 24-hour free cancellation rule does not apply to tickets booked through online travel agencies. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds) Expedia says some airlines let you cancel for a full refund within the first day, but Basic Economy and other restrictive fares may not allow changes. [Expedia help: flight cancellations](https://www.expedia.com/helpcenter/?product=Flights&productId=flight&articleId=16506)\n- Disputes are individual only, not class actions, and must start with the certified-mail Notice of Dispute. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n\n## By the numbers\n\n- July 2026: DOT received 80 complaint cases about Expedia, the most of any travel agent; 41 were about refunds and 18 about reservations, ticketing or boarding. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Expedia scored 75 out of 100, down from 77 in 2025; the online travel agency industry scored 76. [ACSI: Online travel agencies](https://theacsi.com/industries/travel/online-travel-agencies/)\n\n## Scams that target customers\n\n- Expedia warns that fake Expedia phone numbers circulate through misleading search ads and whole fake pages, and says it never asks for your password or one-time passcode, never asks for a wire transfer and never asks you to buy a gift card to pay for a trip. [Expedia: get in touch (archived copy of May 18, 2026)](https://www.expedia.com/lp/b/getintouch)\n- Expedia says to start from expedia.com or the app to get the real number and never to pay by gift card or wire transfer after an unsolicited call. [Expedia: tips for outsmarting scammers](https://www.expedia.com/magazine/tips-for-outsmarting-scammers-when-booking-travel)\n- The BBB quotes an Expedia customer who searched online for Expedia's number, reached an impostor and was asked for $150 to cancel a booking that the itinerary said could be cancelled free within 24 hours. [BBB scam alert, updated September 9, 2025](https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam)\n"},"experian":{"meta":{"company":"experian","title":"Experian — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute each wrong item with Experian first (online at the Dispute Center or by mail), keep the confirmation, and also dispute with the lender that reported it. A CFPB complaint is the usual next step: in the 12 months to June 2026 Experian closed 95.9% of CFPB complaints with an explanation only, and since early 2023 it has taken nearly the full 60 days to answer. The CFPB has an open lawsuit against Experian over its dispute handling. Get free reports only at AnnualCreditReport.com, and do not pay a credit repair company upfront.\n\n## How complaints actually go\n\n- A CFPB complaint goes to Experian, which has up to 60 days to respond. Experian has taken nearly the full 60 days on average since early 2023; in the most recent months the CFPB studied (to June 2025), all three nationwide bureaus averaged more than 50 days. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n- The CFPB found that Experian's volume of complaints closed with relief has decreased, while its use of administrative responses (returning a complaint without acting on it) has increased. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n- The CFPB sued Experian on January 7, 2025, alleging it failed to properly reinvestigate disputes, failed to delete inaccurate or unverified information, failed to prevent reinsertion of deleted information, and relied too much on furnishers. The court denied Experian's renewed motion to dismiss on October 22, 2025; the CFPB's page, last updated March 13, 2026, says discovery is ongoing. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/experian-information-solutions-inc/)\n\n## What tends to work\n\n- Dispute with the company that reported the information as well as with Experian. You can dispute directly with the furnisher at the address it gives for disputes, with your reasons and documents. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- Write the complaint yourself and keep it accurate. In 2025 companies returned about 469,800 CFPB complaints as suspected fraud and 63,200 as coming from an unauthorized third party; one nationwide bureau accounted for more than 90% and more than 60% of these returns. The company takes no action on a returned complaint, and it is not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- If Experian reinserts an item it deleted, or verifies an item only by asking the furnisher, the CFPB's pending lawsuit makes the same allegations; cite them in a CFPB or state attorney general complaint. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/experian-information-solutions-inc/)\n\n## Traps and fine print\n\n- Credit repair companies cannot remove accurate information, and it is illegal for them to charge you before they help you. Anything they can do legally, you can do yourself for little or no cost. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- Credit reporting complaints to the CFPB in 2025 were 182% above the monthly average of the prior two years; the CFPB links the growth partly to third parties, including credit repair organizations and social media \"finfluencers\", using the complaint process. Companies can return a complaint submitted by an unauthorized third party without acting on it. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- A furnisher does not have to investigate a direct dispute that it reasonably believes was submitted by or for a credit repair organization; send those disputes to the bureau. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Experian Information Solutions Inc.\": 1,708,975, of which 1,689,439 were about credit or consumer reports. Top issues: incorrect information on a report 1,021,821, improper use of a report 336,491, the company's investigation into an existing problem 324,220. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Experian%20Information%20Solutions%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those complaints, 1,639,145 (95.9%) closed with explanation, 69,652 (4.1%) with non-monetary relief and 174 with monetary relief; 4 were in progress. 1,708,938 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Experian%20Information%20Solutions%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For comparison in the same period, Equifax closed 52.2% and TransUnion 45.0% of their CFPB complaints with non-monetary relief. [CFPB complaint database search: Equifax](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=EQUIFAX%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB complaint database search: TransUnion](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=TRANSUNION%20INTERMEDIATE%20HOLDINGS%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Scams that target customers\n\n- Fake free-report sites: there is only one authorized place for the free credit reports you are entitled to by law, AnnualCreditReport.com. Other sites pretend to be associated with it, use \"free report\" in their names, or misspell the address. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- AnnualCreditReport.com and the credit bureaus will not email you asking for your Social Security number or account information; a call from someone claiming to be from a credit bureau is probably a scam. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- Credit repair scams insist you pay before they help, tell you not to contact the credit bureaus, or tell you to dispute accurate information or file a false identity theft report. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n"},"fedex":{"meta":{"company":"fedex","title":"FedEx — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFile FedEx Express and Ground claims in the online claims portal: within 60 calendar days of the ship date for damage or missing contents on U.S. packages (21 days international) and within nine months for a lost shipment. Recipients can file themselves or ask the merchant to file. Coverage is $100 unless the shipper declared a higher value. FedEx never asks for payment or personal information to release a package; it may send a secure link for real import duties, so check the amount with the FedEx Import Tool before you pay.\n\n## How complaints actually go\n\n- FedEx Customer Service is 1-800-463-3339 (1.800.GoFedEx) for the U.S. and Canada; billing questions go to 1-800-622-1147. [FedEx: contact us](https://www.fedex.com/en-us/customer-support/contact-us.html)\n- Claims for lost or undelivered shipments must be filed within nine months of the ship date; claims for damage or missing contents within 60 calendar days for U.S. packages and 21 calendar days for international packages. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n- Recipients can file a claim on their own or ask the merchant to file it; approved claims are paid by check or electronic funds transfer. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n- Written complaints can go to FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116. [FedEx: contact us](https://www.fedex.com/en-us/customer-support/contact-us.html)\n\n## What tends to work\n\n- Send the documents FedEx lists: the original purchase invoice, repair estimates, photos of the package and damaged contents, the airbill or label printout, and serial numbers. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n- FedEx Delivery Manager is a free sign-up for home deliveries. [FedEx Delivery Manager](https://www.fedex.com/en-us/delivery-manager.html)\n- For charges you do not recognize on a FedEx account, call FedEx Fraud at 1.800.584.2681 with the reference or invoice number. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n\n## Traps and fine print\n\n- The first $100 of value is included in the shipping rate; higher coverage needs a declared value, and liability will not exceed the lesser of repair cost, depreciated value or replacement cost. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html)\n- FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must show that FedEx was at fault. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html)\n- Since February 12, 2026, the money-back guarantee applies for U.S. payors only to First Overnight, Priority Overnight, Standard Overnight, 2Day A.M. (and Extra Hours versions) and listed International Priority services; it stays suspended for all other services, and shipments delayed by regulatory changes are excluded. [FedEx money-back guarantee](https://www.fedex.com/en-us/service-guide/money-back-guarantee.html)\n- FedEx Freight became an independent less-than-truckload company; LTL freight claims now go to fedexfreight.com. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): FedEx scored 80 out of 100 (up from 79), tied with Amazon Shipping for first in consumer shipping; the industry average was 78. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- FedEx says: \"We never request payment or personal information in exchange for releasing a package,\" and it does not ask for account credentials or identity information by unsolicited mail, email or text. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Fake delivery notices by text or email, phishing links to .shop domains, and look-alike domains such as fedx.com and fed-ex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Customs-fee scams are common; FedEx says it may email or text a secure link to pay real duties and taxes, and you can check the amount with the FedEx Import Tool. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Forward phishing emails and suspicious messages to abuse@fedex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n"},"fidelity":{"meta":{"company":"fidelity","title":"Fidelity Investments — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nFidelity answers by phone 24/7 at 800-343-3548, and has a separate line for blocked or compromised accounts (800-544-6666). For unauthorized activity, call that line at once: the Customer Protection Guarantee depends on reporting promptly and checking statements within 30 days. Fidelity lists no complaint address, so write to the account mailing address and keep copies, then go to FINRA. The CFPB database has no recent Fidelity complaints; brokerage disputes run through FINRA and, for money, FINRA arbitration.\n\n## How complaints actually go\n\n- Customer service is open 24/7 by phone; live chat runs Mon.–Fri. 8 a.m.–10 p.m. ET and weekends 9 a.m.–4 p.m. ET, and a virtual assistant runs 24/7. [Fidelity: contact us](https://www.fidelity.com/customer-service/contact-us)\n- Fidelity's contact and mailing-address pages give no complaint address or complaint process. The account correspondence address is Fidelity Investments, PO Box 770001, Cincinnati, OH 45277-0002. [Fidelity: mailing addresses](https://www.fidelity.com/customer-service/mailing-addresses)\n- Security problems go to 800-544-6666 or a secure email form that needs sign-in; Fidelity says it answers the form in 24 to 48 hours. [Fidelity: report an issue](https://www.fidelity.com/security/report-an-issue)\n- FINRA asks you to take a complaint to the branch manager or compliance department first and, if you lost money, to complain in writing and keep copies, before you file with FINRA. [FINRA: file a complaint](https://www.finra.org/investors/need-help/file-a-complaint)\n\n## What tends to work\n\n- Report unauthorized activity by phone immediately. Fidelity reimburses losses from unauthorized activity in covered accounts that happen through no fault of your own, if you check statements within 30 days, report at once and keep your contact information current. [Fidelity: Customer Protection Guarantee](https://www.fidelity.com/security/customer-protection-guarantee)\n- After a compromise, Fidelity's own checklist is: watch account activity for weeks, scan your computer, change your Fidelity and email passwords, place fraud alerts with the three credit bureaus and file an FTC report. [Fidelity: report an issue](https://www.fidelity.com/security/report-an-issue)\n- For a stalled transfer, use the TOA address and ask both firms for the status; Fidelity lists no fee for a transfer of assets. [Fidelity: mailing addresses](https://www.fidelity.com/customer-service/mailing-addresses) [Fidelity: commissions and fees](https://www.fidelity.com/trading/commissions-margin-rates)\n- If Fidelity does not fix a brokerage problem, file with FINRA's Investor Complaint Center; to recover money, FINRA arbitration must be filed within six years of the event. [FINRA: file a complaint](https://www.finra.org/investors/need-help/file-a-complaint) [FINRA Rule 12206](https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206)\n\n## Traps and fine print\n\n- The Customer Protection Guarantee has conditions: frequent account checks, review within 30 days of posting, immediate reports of unauthorized activity, a lost device or missing statements, and current contact details. Missing one can cost coverage. [Fidelity: Customer Protection Guarantee](https://www.fidelity.com/security/customer-protection-guarantee)\n- A FINRA complaint can lead to fines, suspensions or bars for the firm or broker; FINRA's complaint page does not say it recovers money for you, and points to separate dispute resolution and loss recovery pages. [FINRA: file a complaint](https://www.finra.org/investors/need-help/file-a-complaint)\n- SIPC covers missing cash and securities if a broker fails, not market losses or bad advice. [SIPC: what SIPC protects](https://www.sipc.org/for-investors/what-sipc-protects)\n\n## By the numbers\n\n- The CFPB complaint database shows 0 complaints for \"FIDELITY INVESTMENTS\" received July 1, 2025 to June 30, 2026 (its only complaint under that name is from 2017). Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=FIDELITY%20INVESTMENTS&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- BrokerCheck lists 24 regulatory events and 130 arbitrations for Fidelity Brokerage Services LLC (CRD 7784). [BrokerCheck data](https://api.brokercheck.finra.org/search/firm/7784?hl=true&nrows=12&query=&r=25&wt=json)\n\n## Scams that target customers\n\n- One-time passcode imposters: a caller says they are from Fidelity and asks you to read back a passcode they triggered, for example by starting a password reset. Never read a code to a caller. [Fidelity: identify fraud and phishing scams](https://www.fidelity.com/security/identify-fraud-and-phishing-scams)\n- Remote access scams: a caller claims to be from a well-known company, asks for access to your computer, then says you must pay to remove malware. [Fidelity: identify fraud and phishing scams](https://www.fidelity.com/security/identify-fraud-and-phishing-scams)\n- Smishing texts, \"gold grifting\" (getting victims to buy gold and hand it over), romance and lottery scams also target Fidelity customers. [Fidelity: identify fraud and phishing scams](https://www.fidelity.com/security/identify-fraud-and-phishing-scams)\n- Forward suspected impersonation emails to phishing@fidelity.com as an attachment with your name, email and phone, and never include an account number, username or password. [Fidelity: identify fraud and phishing scams](https://www.fidelity.com/security/identify-fraud-and-phishing-scams)\n- Scammers also impersonate brokerage firms with fake websites that use real names and CRD numbers; check the firm on BrokerCheck and call a number from its public website. [FINRA: imposter investment scams](https://www.finra.org/investors/insights/be-alert-signs-imposter-investment-scams)\n"},"firstenergy":{"meta":{"company":"firstenergy","title":"FirstEnergy (Ohio Edison, Met-Ed, JCP&L and others) — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nFirstEnergy is ten local electric companies, and each has its own Customer Care number, assistance programs and state rules, so start with the company name on your bill. If you cannot pay, call before the shutoff date and ask for a payment arrangement, apply for your state's programs, and have a medical professional submit a medical certificate if someone's health is at risk. If FirstEnergy does not fix a problem, go to your state utility commission. FirstEnergy does not pay for food or equipment lost in weather-related outages, and it never demands immediate payment to avoid a same-day shutoff.\n\n## How complaints actually go\n\n- Each operating company has its own Customer Care line (for example Ohio Edison 1-800-633-4766, Met-Ed and Penelec 1-800-545-7741, JCP&L 1-800-662-3115), staffed Monday to Friday, 8:00 a.m. to 6:00 p.m.; the automated phone system runs 24/7. [FirstEnergy contact us](https://www.firstenergycorp.com/corporate/contact_us.html)\n- The only published written channel is the Email Us web form; FirstEnergy says it attempts to respond within two business days. No complaint mailing address or email address is listed. [FirstEnergy contact us](https://www.firstenergycorp.com/corporate/contact_us.html)\n- Shutoff rules come from the state. In Ohio a utility must give at least fourteen days' notice before a nonpayment disconnection, plus a contact ten days before disconnection from November 1 through April 15. [Ohio Adm. Code 4901:1-18-06](https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06)\n- Ohio utilities must offer extended payment plans when a customer does not propose acceptable terms: PIPP Plus, a one-sixth plan, a one-ninth plan and, in the winter heating season, a one-third plan. [Ohio Adm. Code 4901:1-18-05](https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-05)\n- After a disconnection, FirstEnergy says service is usually reconnected after payment of the full past-due amount, though a payment plan or confirmed enrollment in an assistance program can also be arranged; fees or deposits may apply. [FirstEnergy help center](https://www.firstenergycorp.com/help.html)\n\n## What tends to work\n\n- Ask for a payment arrangement: installments added to the monthly bill, set up online or by phone. Customers 60 or older, or who receive Social Security, pension or disability payments, can ask for an extended due date. [Ohio Edison assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html), [Met-Ed assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/met-ed.html)\n- In Ohio, ask for the $175 Winter Option: pay the past-due balance or $175, whichever is less, once per winter season. [Ohio Edison assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html)\n- Use a medical certificate. In Ohio it stops disconnection for thirty days, can be renewed two more times, and is capped at ninety days per household in twelve months; a certificate within twenty-one days after a disconnection gets service restored if you agree to an extended payment plan. [Ohio Adm. Code 4901:1-18-06](https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06)\n- The medical professional submits the certificate online; the Medical Certification department is at 1-866-596-1783. [FirstEnergy medical certification](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/medical-certification.html)\n- Income-based bills: Ohio PIPP Plus charges 5 or 10 percent of income (at least $10) for households at or below 175 percent of the poverty level, and Pennsylvania PCAP sets bills at a percentage of income with a $12 or $45 minimum. [Ohio Edison assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/ohio_edison.html), [Met-Ed assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/met-ed.html)\n- In New Jersey, JCP&L's Summer Termination Program protects eligible customers from shutoff from June 15 through August 31, and eligible customers may get an interest-free 12-month payment plan. PAGE grants help with past-due balances of $100 or more. [JCP&L assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/jersey_central_powerlight.html)\n\n## Traps and fine print\n\n- FirstEnergy \"does not reimburse customers for equipment damaged or food lost during a weather-related outage\"; it points customers to renter's or homeowner's insurance. [FirstEnergy help center](https://www.firstenergycorp.com/help.html)\n- At Met-Ed, the current bill must be paid while a medical certificate is in effect; if not, renewals are limited to two of up to 30 days each for the whole household. [Met-Ed assistance](https://www.firstenergycorp.com/help/billingpayments/assistance_serviceprogram/met-ed.html)\n- Ohio winter protection is a notice rule, not a ban: disconnection for nonpayment is still allowed from November 1 through April 15 after the extra ten-day contact. [Ohio Adm. Code 4901:1-18-06](https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06)\n- In Ohio no disconnection for nonpayment may be made after 12:30 p.m. on the day before a day when reconnection services are not regularly performed. [Ohio Adm. Code 4901:1-18-06](https://codes.ohio.gov/ohio-administrative-code/rule-4901:1-18-06)\n\n## Scams that target customers\n\n- FirstEnergy representatives \"will not call or email to demand immediate payment to avoid a same-day shutoff,\" do not contact customers to ask for sensitive information, and never require a prepaid money card as the only way to pay. [FirstEnergy scams and fraud](https://www.firstenergycorp.com/help/safety/scam-info.html)\n- Common scams: shutoff-threat calls demanding prepaid debit cards or money transfers, fake bill emails, people at the door asking for a copy of the bill or posing as meter or fuse box inspectors, and fake smart meter fees. FirstEnergy's utilities do not do door-to-door meter or fuse box surveys. [FirstEnergy known scams](https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html)\n- FirstEnergy \"will never require payment to restore power,\" and there is no \"special federal program\" that pays utility bills in exchange for your Social Security number. [FirstEnergy known scams](https://www.firstenergycorp.com/help/safety/scam-info/known-scams.html)\n- To check a call, hang up and call the Customer Care number on FirstEnergy's website or log in to your account; employees always carry photo ID. [FirstEnergy scams and fraud](https://www.firstenergycorp.com/help/safety/scam-info.html)\n"},"frontier-airlines":{"meta":{"company":"frontier-airlines","title":"Frontier Airlines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFrontier publishes a 24/7 phone number again, next to chat and WhatsApp, and has online forms for refunds and written complaints. After a cancellation or a delay of more than 3 hours (domestic), you can take a refund instead of the rebooking, but only if you did not fly the rebooked flight. Frontier rebooks only on its own flights and its plan does not promise hotels. Report bag problems within 4 hours. Frontier had the fourth-most DOT complaint cases in July 2026 and the lowest satisfaction score of the operating airlines that ACSI measured.\n\n## How complaints actually go\n\n- Frontier lists a 24/7 customer service phone number (+1-602-333-5925) and chat on its customer service page. [Frontier: customer service](https://www.flyfrontier.com/customer-service/)\n- Frontier's Customer Service Plan says it acknowledges written complaints within 30 days and gives \"a substantive response within 60 days of receiving the correspondence.\" [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- Frontier's refund page sets the significant-delay threshold at more than 3 hours for domestic flights and more than 6 hours for international flights, and says refunds \"apply only if the customer did not take a rebooked flight.\" Use the refund form if the self-service tool does not finish the request. [Frontier: refund options](https://www.flyfrontier.com/refund-options/)\n- DOT has penalized Frontier twice. In 2022 it assessed $2.2 million for extreme delays in refunds, after Frontier paid $222 million in required refunds. [DOT press release, 2022](https://www.transportation.gov/briefing-room/more-600-million-refunds-returned-airline-passengers-under-dot-rules-backed-new) In January 2025 it assessed $650,000 for three chronically delayed flights; in April 2026 DOT credited the remaining $162,500 for Frontier's passenger compensation and investments. [DOT Order 2026-4-11](https://www.transportation.gov/sites/dot.gov/files/2026-04/Frontier%20Airlines%20Order%202026-4-11.pdf)\n\n## What tends to work\n\n- Frontier's Customer Service Plan says \"Refunds will be processed within seven (7) business days\" to the original form of payment. If a refund is late, cite this and the refund rule (rule `dot-refunds-rule`). [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- Frontier's plan says it \"will provide meal vouchers for flight delays of 3 hours or more\", including cancellations where the rebooked flight leaves 3 or more hours after the original. Ask at the gate. [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- If you decline the alternatives after a cancellation, the Contract of Carriage says Frontier refunds the unused portion, including fees for paid extras not provided. [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- If Frontier does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## Traps and fine print\n\n- Contract of Carriage section 17.C says Frontier rebooks only on its own flights and \"will have no obligation to provide transportation on another carrier.\" [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- Frontier's Customer Service Plan does not list hotel or ground transportation for disruptions. [Frontier: Customer Service Plan](https://www.flyfrontier.com/legal/customer-service-plan/)\n- Damage, delay or loss of a bag on a domestic flight must be reported within 4 hours of arrival (pilferage within 24 hours), and supporting documents are due within 30 days of receiving Frontier's claim packet. [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- Volunteers who give up their seat are paid in an electronic travel voucher that must be used to book within 365 days on Frontier. [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n\n## By the numbers\n\n- July 2026: DOT received 773 complaint cases about Frontier; 195 were about refunds and 184 about flight problems. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: Frontier arrived on time 62.5% of the time (7th of 8), cancelled 3.4% of flights (7th of 8), and mishandled 0.54 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Frontier scored 69 out of 100, up from 65 in 2025; only Spirit scored lower. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- The BBB reports fake airline booking sites and customer service numbers found through online searches; get Frontier's number from flyfrontier.com. [BBB scam alert, June 2024](https://www.bbb.org/article/scams/20149-scam-alert-watch-out-for-airfare-scams-when-booking-your-trip), [Frontier: customer service](https://www.flyfrontier.com/customer-service/)\n- The FTC warns of fake airline customer service accounts on social media during disruptions; use the airline's official app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"frontier-communications":{"meta":{"company":"frontier-communications","title":"Frontier — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFrontier is now a Verizon company, and its customer service and technical support run through chat, not a published phone number. Dispute a charge within 30 days after you receive the bill; a bill becomes final if Frontier gets no dispute within 90 days. Return equipment within 30 days of disconnection or pay up to $500 per device. Under a 2022 settlement with the FTC, Frontier agreed to back up its internet speed claims and to let DSL customers who get far slower speeds change or cancel for free.\n\n## How complaints actually go\n\n- Frontier lists no phone number for customer service or technical support; both go through chat on the contact page (automated 24 hours, live agents in business hours). A Spanish-language line is 1-800-921-8103. [Frontier contact](https://frontier.com/contact-us)\n- To dispute a charge, use the MyFrontier app: My Billing, then \"Get help with your bill\". [Frontier: disconnecting your service](https://frontier.com/helpcenter/account/disconnecting-your-service)\n- The general terms tell customers to dispute charges within 30 days after receiving a bill, and say a bill cannot be challenged further if Frontier receives no dispute within 90 days. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Written notices go to Consumer Relations, Frontier Communications, P.O. Box 5156, Tampa, FL 33675, with a copy to Verizon's Legal Department. If Frontier does not remedy a breach within 30 days of your notice, you may terminate; the remedy is termination or a credit of no more than 90 days of charges. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- The Notice of Dispute goes by certified mail to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920; small claims court and complaints to the FCC and other agencies remain open to you. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Frontier's terms index also lists a Fios Customer Agreement that supersedes the Frontier residential terms, so check which agreement applies to your account. [Frontier terms index](https://frontier.com/corporate/terms)\n\n## What tends to work\n\n- If your DSL speed is far below what you pay for, cite the stipulated order the FTC announced in May 2022: Frontier must substantiate speed claims customer by customer and let affected DSL customers change or cancel at no charge. [FTC](https://www.ftc.gov/news-events/news/press-releases/2022/05/ftc-takes-action-against-frontier-lying-about-internet-speeds-ripping-customers-who-paid-high-speed)\n- Return equipment through The UPS Store with a QR code or with a prepaid mailer, and keep the receipt. [Frontier: return equipment](https://frontier.com/helpcenter/account/how-to-return-frontier-equipment)\n- Credit balances are refunded when no fees are outstanding: by paper check for amounts under $5 or over $500, otherwise on a prepaid Mastercard, within up to three billing cycles plus 15 to 20 business days. [Frontier: disconnecting your service](https://frontier.com/helpcenter/account/disconnecting-your-service)\n\n## Traps and fine print\n\n- Unless a Price Protection Plan applies, Frontier may change rates, fees and surcharges at any time after notice, and continued use is acceptance. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Internet is billed in full through the end of the billing cycle, you may get up to three final bills, and an early termination fee applies if you cancel before a contract or promotional period ends. [Frontier: disconnecting your service](https://frontier.com/helpcenter/account/disconnecting-your-service)\n- Equipment, including power cords, must be returned within 30 days of disconnection or a fee of up to $500 per device applies; a restocking fee (currently $50) may apply to equipment returned after disconnection. [Frontier: return equipment](https://frontier.com/helpcenter/account/how-to-return-frontier-equipment) [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Frontier's internet terms reserve the right to refuse credits for service interruptions and cap liability at a pro rata credit of fees paid in the 90 days before the claim. [Frontier internet terms](https://frontier.com/documents/corporate/terms/residential-internet-service-may-2025.pdf)\n- Late payments may carry a fee of 1.5% per month or the highest rate the law allows. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Frontier non-fiber internet 63 (58 in 2025), the lowest non-fiber score; Frontier Fiber 72 (71 in 2025). [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- Under the May 5, 2022 FTC settlement, Frontier agreed to pay $8.5 million in civil penalties and costs to the Los Angeles County and Riverside County District Attorneys, plus $250,000 for harmed California customers. [FTC](https://www.ftc.gov/news-events/news/press-releases/2022/05/ftc-takes-action-against-frontier-lying-about-internet-speeds-ripping-customers-who-paid-high-speed)\n\n## Scams that target customers\n\n- No current Frontier page on scams was found. The FCC warned on September 10, 2025 that scammers offer \"50% off\" internet and cable bills and then demand prepayment with gift cards, and says to contact your provider only at the number or email on your bill. [FCC alert](https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf)\n"},"geico":{"meta":{"company":"geico","title":"GEICO — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nGEICO handles auto claims itself, often quickly, but home, renters and condo policies sold by GEICO are with partner insurers that decide those claims. For a total loss, ask the adjuster which state total-loss rules apply and back any disagreement with documents. If a claim stalls or the offer is too low, complain to your state insurance department. GEICO staff never ask for your 2-Step Verification code, and fake GEICO numbers show up in search results: use geico.com or the number on your policy.\n\n## How complaints actually go\n\n- Auto claims: 800-841-3000. GEICO says a claim may be settled in as little as 48 hours, and a drivable car is usually inspected within 24 hours; if the car is not drivable, an adjuster goes to it. [GEICO: handling your claim](https://www.geico.com/claims/claimsprocess/handling-your-claim/)\n- Customer service: 800-207-7847. [GEICO: phishing scams](https://www.geico.com/about/fraud-awareness/phishing-scams/)\n- Property claims (homeowners, renters, condo, co-op, landlord, wind, earthquake) go to the partner company that holds the policy, such as AIG, Chubb, Liberty Mutual Property, Travelers Property or Assurant; the links lead to sites owned by those companies, not GEICO. [GEICO partner claims contacts](https://www.geico.com/claims/claimsprocess/partner-claims-contacts/)\n- When GEICO and the customer disagree, the next step is the state insurance department; in Texas, TDI takes complaints and its Help Line is 800-252-3439. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n\n## What tends to work\n\n- On a total loss, GEICO values the car by mileage, features and modifications, prior damage, and recent sales prices of similar vehicles in your area, and tells customers to ask the adjuster about their state's total-loss rules. If you disagree, back your position with documents such as listings for similar cars, as TDI advises. [GEICO total loss process](https://www.geico.com/claims/claimsprocess/total-loss-process/) [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- You may keep a totaled car; GEICO then adjusts the settlement amount. [GEICO total loss process](https://www.geico.com/claims/claimsprocess/total-loss-process/)\n- Get repair estimates from more than one shop; in Texas you can use any shop, not only the insurer's list. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n\n## Traps and fine print\n\n- If the total-loss settlement is less than your loan, you owe the rest unless gap coverage pays it; for a lease, GEICO pays the lease company directly. [GEICO total loss process](https://www.geico.com/claims/claimsprocess/total-loss-process/)\n- A car is not officially a total loss until the adjuster confirms it after inspection, and rental days depend on the circumstances of the claim. [GEICO total loss process](https://www.geico.com/claims/claimsprocess/total-loss-process/)\n- GEICO cannot decide a claim on a home or renters policy written by a partner company; contact that company. [GEICO partner claims contacts](https://www.geico.com/claims/claimsprocess/partner-claims-contacts/)\n\n## By the numbers\n\n- California auto, GEICO General Insurance Company: 2.0 justified complaints per 100,000 earned exposures in 2025 (68 complaints), 2.0 in 2024 (63) and 1.4 in 2023 (35); GEICO Indemnity: 0.0 in 2025, 4.6 in 2024 and 2.7 in 2023. [CDI auto complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/autocomposite.cfm)\n\n## Scams that target customers\n\n- GEICO employees will never ask for your 2-Step Verification code, and GEICO says it won't text or call unexpectedly asking for sensitive details. [GEICO: phishing scams](https://www.geico.com/about/fraud-awareness/phishing-scams/)\n- Fake websites and phone numbers appear when people search online for GEICO's contact details; do not give them personal or payment information. [GEICO: phishing scams](https://www.geico.com/about/fraud-awareness/phishing-scams/)\n- Letters about sweepstakes wins, paid mystery-shopper evaluations or a free car with a year of insurance come with fake checks tied to GEICO; GEICO did not issue them and will not honor them. [GEICO: sweepstakes scam](https://www.geico.com/about/fraud-awareness/sweepstakes-scam/)\n"},"hertz":{"meta":{"company":"hertz","title":"Hertz — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost Hertz disputes are about damage charges and fees after the rental. At some airports Hertz scans cars automatically and sends a damage report after you leave, and a House subcommittee said in 2025 that Hertz appeared to bill these without human review. Film the car at pickup and return, and dispute any damage bill in writing with the support form, asking for Hertz's before-and-after images. Use the U.S. billing line for past-rental charges. Keep your rental agreement and any extension in writing.\n\n## How complaints actually go\n\n- Past-rental billing questions go to Hertz's U.S. billing line (+1-800-654-4173). [Hertz: U.S. contact us](https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp)\n- Hertz's customer support form covers past rentals, pre-existing damage, cleanliness, fuel and receipts; Hertz says a team member responds within 3 to 5 business days. [Hertz: customer support form](https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp)\n- Hertz describes its scanner inspection as comparing before-and-after scans and sending \"a post-rental inspection report detailing the damage and any costs.\" A House Oversight subcommittee chair wrote on August 20, 2025 that Hertz \"is apparently the only car rental company in the U.S. that issues damage assessments to customers without human review,\" noted complaints about reaching a representative before fees rise, and asked Hertz for a briefing. [House Oversight subcommittee letter to Hertz](https://oversight.house.gov/wp-content/uploads/2025/08/AI-letter-to-Hertz._8.20.2025.pdf)\n- In December 2022 Hertz agreed to pay $168 million to settle 364 pending claims by customers who said they were falsely reported for stealing rental cars. [The Drive, December 5, 2022](https://thedrive.com/news/hertz-will-pay-168m-to-settle-wrongful-arrests-for-bogus-stolen-rental-cars)\n\n## What tends to work\n\n- Dispute in writing and ask for evidence: time-stamped photos from just before you drove off and just after you returned, and the car's rentals since your return. [Christian Science Monitor, March 20, 2015](https://www.csmonitor.com/Business/Saving-Money/2015/0320/How-to-dispute-and-win-rental-car-damage-claims)\n- Check state caps in the rental terms: Hertz's U.S. terms say California renters owe no more than fair market value plus actual towing, storage, impound and administrative charges, and Illinois renters no more than $15,500.00 (other than theft) or $2,000.00 (theft, unless your fault). [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- Get the receipt: Hertz receipts may take up to 7 days after return and stay online for 6 months. [Hertz: request a receipt](https://www.hertz.com/rentacar/reservation/receipt/search.do)\n- If Hertz does not fix a card charge you did not agree to, dispute it with the card issuer within 60 days after the statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps and fine print\n\n- In most states, Hertz's U.S. terms make you responsible for loss or damage up to the car's full value less salvage, plus towing, storage, impound fees, an administrative fee and a reasonable charge for loss of use. [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- The optional Loss Damage Waiver removes that responsibility only if the car is used according to the rental agreement; you are not required to buy it. [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- Hertz holds up to USD 200.00 above estimated charges on U.S. credit card rentals (more for some SUVs and premium cars), and takes more holds if you return late or the terms change. [Hertz rental terms: payment](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+)\n\n## By the numbers\n\n- ACSI 2026: Hertz scored 77 out of 100, up from 76 in 2025; Dollar, also owned by Hertz, scored 71. [ACSI: Car rentals](https://theacsi.com/industries/travel/car-rental/)\n\n## Scams that target customers\n\n- In a warning written for rentals in Italy, Hertz says scammers post spoofed phone numbers on Google Maps and directory sites and use clone websites, email or WhatsApp to ask for payment to bank accounts or prepaid cards not registered to Hertz; Hertz says it never asks for rental payment by bank transfer or prepaid card top-up. [Hertz scam warning (Italy, PDF)](https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf)\n- The FTC says not to trust phone numbers in search results; type the company's address into the browser and use the contact details on its own site. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n"},"intuit-turbotax":{"meta":{"company":"intuit-turbotax","title":"TurboTax — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nTurboTax Online costs nothing until you pay, print or e-file. After that its fees are non-refundable, so remove add-ons, downgrade, or use Clear & Start Over before you pay. TurboTax Desktop has a 60-day money-back guarantee through the Intuit Refund Request form, and app-store purchases are refunded by Apple or Google. The FTC's 2024 order against \"free\" TurboTax advertising was vacated by the Fifth Circuit on March 20, 2026. Restitution from the 2022 multistate settlement was paid automatically, so no claim was needed.\n\n## How complaints actually go\n\n- TurboTax support is at 1-800-4-INTUIT (1-800-446-8848). The contact page lists no hours and no chat. [TurboTax: contact us](https://ttlc.intuit.com/turbotax-support/en-us/contact)\n- Refund requests go through the Intuit Account: Products & billing > Your products > Request or track a refund. This opens the Intuit Refund Request form. For TurboTax Online bought from Intuit, \"Submitting payment reflects your satisfaction with TurboTax Online preparation of your taxes, and is non-refundable.\" [TurboTax: request a refund](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US)\n- Guarantee claims (100% Accurate Calculations, Maximum Refund, Audit Support) do not go through the refund form. They follow the Terms of Service: Audit Support claims go to 1-800-624-9066 within 60 days of the audit letter, and Maximum Refund claims go by tracked mail within 60 days. [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- Reported by customers: in a TurboTax Community thread from 2020 to 2025, Online buyers who paid but did not file say support sent them the Desktop refund form or closed the case without an update. Another poster says a refund was refused because the return counted as \"filed\". [TurboTax Community thread](https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064)\n- Disputes under the Intuit Terms go to \"binding arbitration or small claims court,\" and claims can be brought only individually, not as a class. [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- FTC v. Intuit (Docket No. 9408): the FTC sued in March 2022, and a federal court denied a preliminary injunction on April 26, 2022. The FTC then continued the case before its own administrative law judge, who issued an initial decision in September 2023. On February 29, 2024, the Commission denied Intuit's request to stay its order while the Fifth Circuit reviewed it. [FTC case page](https://www.ftc.gov/node/78719)\n- On January 22, 2024, the Commission voted 3-0 that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax. The Final Order bars \"free\" claims unless the product is free for all consumers or the share of taxpayers who qualify is disclosed. The press release describes no money for consumers. [FTC press release, January 22, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices)\n- The Fifth Circuit described the order as barring Intuit \"for the next twenty years\" from advertising \"any goods or services\" as free unless the order's conditions are met. [Fifth Circuit opinion, No. 24-60040](https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf)\n- Current status: on March 20, 2026, the U.S. Court of Appeals for the Fifth Circuit held that deciding the deceptive-advertising claim before an administrative law judge violated the separation of powers. It ruled: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" [Fifth Circuit opinion, No. 24-60040](https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf)\n- No later ruling or new FTC filing was found on 2026-10-13. The FTC case page shows the matter as \"Closed\" and was last updated June 14, 2024. [FTC case page](https://www.ftc.gov/node/78719)\n- On May 4, 2022, a coalition of 51 attorneys general announced a $141 million settlement with Intuit. California's share was $11.4 million for about 370,000 Californians, and the settlement also resolved suits by the Los Angeles City Attorney and Santa Clara County Counsel. [California Attorney General, May 4, 2022](https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive)\n- Restitution was for people who filed with TurboTax in 2016 through 2018 after they started in TurboTax Free Edition and were told to pay, although they were eligible for the IRS Free File version. No claim was needed: eligible people were to receive a notice and a payment automatically, expected to be about $30. [North Carolina DOJ, May 4, 2022](https://ncdoj.gov/?p=359056)\n- The 2022 settlement also requires Intuit to suspend its \"free, free, free\" ad campaign, to improve disclosures in \"free\" marketing, and to stop making consumers restart their filing when they switch from a paid product to a free one. [North Carolina DOJ, May 4, 2022](https://ncdoj.gov/?p=359056)\n\n## What tends to work\n\n- Before you pay, remove add-ons you do not need (PLUS Help & Support, Pay With Your Refund, Premium Services, MAX, a state return, Fast Deposit), or downgrade to a lower TurboTax Online product. [TurboTax: reduce fees](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US)\n- Clear & Start Over removes all fees, but only \"as long as you haven't submitted payment, deducted the TurboTax fee from your refund, or registered your product.\" The path is Tax Tools > Tools > Clear & Start Over. [TurboTax: clear and start over](https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US)\n- For TurboTax Desktop, ask for a refund within 60 days with your license code or order number and a dated receipt. [TurboTax guarantees](https://turbotax.intuit.com/corp/guarantees/)\n- If you missed the TurboTax Advantage auto-renewal deadline, wait for the software download, request a refund \"within 60 days of receiving your product,\" and then cancel the membership. [TurboTax: cancel Advantage](https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US)\n- If you bought through the Apple App Store or Google Play, ask that app store for the refund. [TurboTax: request a refund](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US)\n- To avoid a Pay With My Refund bank debit, pay through the email link by 12:00 PM PT on the Thursday before the debit date. You can also ask for a one-time 21-day deferral at 1-800-446-8848. [TurboTax: auto-debited fees](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US)\n- Reported by customers: a TurboTax Community helper advises using the words \"billing issues\", not \"refund\", when you contact support about fees, so the request is not sent to tax-refund help. [TurboTax Community thread](https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064)\n\n## Traps and fine print\n\n- Printing or e-filing \"reflects (a) your satisfaction with Services,\" and the user therefore waives the right to a refund unless a guarantee applies (section B 5.4). [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- \"Intuit may increase the price of any paid version of the Services as the respective tax filing deadline approaches.\" You pay the published price at the time you pay (sections B 3.1 and 3.2). [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- Subscriptions renew automatically. A cancellation takes effect \"the day after the last day of the current subscription period,\" and Intuit gives no refunds or credits for cancellations or partial periods (Section A). [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- With Pay With My Refund, you authorize a bank debit if your tax refund does not cover the fees, or if the IRS still holds the refund 36 days after the original estimated date. [TurboTax: auto-debited fees](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US)\n- Free Edition is limited to \"simple tax returns,\" and the Fifth Circuit noted: \"Most American taxpayers do not have 'simple tax returns.'\" [Fifth Circuit opinion, No. 24-60040](https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf)\n- Under the Maximum Refund Guarantee, Free Edition users get $30 instead of a purchase-price refund. [TurboTax guarantees](https://turbotax.intuit.com/corp/guarantees/)\n\n## By the numbers\n\n- California's Attorney General said that \"70% of taxpayers qualify for the Internal Revenue Service (IRS) Free File Program,\" but \"less than 3% of taxpayers used it to file their returns in 2020.\" Users who qualified for Free File were told to upgrade \"for fees starting at $59.99.\" [California Attorney General, May 4, 2022](https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive)\n- About 139,000 North Carolinians who filed with TurboTax in 2016 to 2018 were eligible for restitution, more than $4 million in total. [North Carolina DOJ, May 4, 2022](https://ncdoj.gov/?p=359056)\n\n## Scams that target customers\n\n- TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send fake emails that impersonate tax preparers or the IRS, and they \"often pretend to be IRS agents.\" [TurboTax: tax time scams](https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W)\n- Forward suspicious emails that claim to be from TurboTax to security@intuit.com, and fake IRS emails to phishing@irs.gov. If you think you are a victim of tax identity theft, call the IRS Identity Protection Specialized Unit at 1-800-908-4490. [TurboTax: tax time scams](https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W)\n- TurboTax also warns about \"ghost\" tax preparers who charge a fee based on a percentage of your refund. [TurboTax: tax time scams](https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W)\n- Do not use a phone number from an unexpected email. Use the number on the TurboTax contact page, 1-800-446-8848. [TurboTax: contact us](https://ttlc.intuit.com/turbotax-support/en-us/contact)\n"},"jetblue":{"meta":{"company":"jetblue","title":"JetBlue — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nJetBlue had the worst on-time and cancellation record of the large U.S. airlines in July 2026. After a JetBlue cancellation you can cancel and get a refund to the original payment, including paid extras, but you must act before the flight departs; JetBlue also refunds automatically if you do nothing for seven days. Compensation under JetBlue's Customer Bill of Rights is now paid in TrueBlue points and only to members whose account was on the booking before the disruption. Report bag problems within 4 hours of landing.\n\n## How complaints actually go\n\n- JetBlue's delays and cancellations page says that after a JetBlue cancellation you can \"Cancel and refund to the original form of payment, including ancillary fees\", but \"the customer must cancel online or contact us prior to flight departure.\" [JetBlue: delays and cancellations](https://www.jetblue.com/help/delays-and-cancellations)\n- The Customer Service Plan says that if no action is taken within seven days of the cancelled flight, the whole itinerary is refunded automatically. [JetBlue: Customer Service Plan](https://www.jetblue.com/customer-assurance/customer-service-plan)\n- JetBlue's refunds page lists 7-10 business days for credit card refunds of fares and extras to the original payment method. [JetBlue: refunds](https://www.jetblue.com/help/refunds)\n- DOT fined JetBlue $2 million for chronically delayed flights, its first enforcement action for chronic delays. Four JetBlue flights were chronically delayed at least 145 times between June 2022 and November 2023; half the penalty went to compensating affected passengers, at least $75 each. [DOT press release](https://www.transportation.gov/briefing-room/dot-penalizes-jetblue-chronic-flight-delays)\n- If JetBlue does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- For a controllable arrival delay of three hours or more, JetBlue gives a $12 digital meal voucher and, if you are away from home overnight, a hotel at a contracted facility based on availability. [JetBlue: Customer Service Plan](https://www.jetblue.com/customer-assurance/customer-service-plan)\n- If JetBlue did not provide a contracted hotel or ground transportation, it reimburses reasonable costs with valid receipts if you ask within 10 days of the expense. [JetBlue: Customer Bill of Rights](https://www.jetblue.com/customer-assurance/customer-bill-of-rights)\n- Add your TrueBlue number to the booking before travel. A controllable delay of more than 3 hours earns 5,000 TrueBlue points, and a controllable cancellation less than 4 hours before departure earns 5,000 points, for members only. [JetBlue: delays and cancellations](https://www.jetblue.com/help/delays-and-cancellations), [JetBlue: Customer Bill of Rights](https://www.jetblue.com/customer-assurance/customer-bill-of-rights)\n- JetBlue refunds bag fees automatically if a bag is not delivered within 12 hours of a domestic arrival (15 hours international). [JetBlue: Customer Service Plan](https://www.jetblue.com/customer-assurance/customer-service-plan)\n\n## Traps and fine print\n\n- Choosing travel credit is final: JetBlue says once a refund goes to travel credit it cannot be moved back to the original payment method, and credit is valid 12 months from the original ticketing date. [JetBlue: refunds](https://www.jetblue.com/help/refunds)\n- JetBlue says \"Most ATC delays are not eligible for compensation.\" [JetBlue: delays and cancellations](https://www.jetblue.com/help/delays-and-cancellations)\n- File delayed or damaged bag claims online within four hours of landing, or within four hours of delivery for damage found later; the Contract of Carriage requires written confirmation within 21 days. [JetBlue: bag claims](https://www.jetblue.com/help/bag-claims), [JetBlue Contract of Carriage](https://cms.jetblue.com/public/dam/ui-assets/p/legal/Contract_of_Carriage.pdf)\n- The involuntary denied boarding compensation of up to $2,150 in the Customer Bill of Rights applies to JetBlue-operated flights only. [JetBlue: Customer Bill of Rights](https://www.jetblue.com/customer-assurance/customer-bill-of-rights)\n\n## By the numbers\n\n- July 2026: JetBlue arrived on time 55.7% of the time and cancelled 9.8% of flights, last of the 8 ranked U.S. marketing carriers on both measures; it mishandled 0.46 bags per 100 enplaned. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: DOT received 744 complaint cases about JetBlue; 316 were about flight problems and 172 about refunds. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: JetBlue scored 78 out of 100, up from 77 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- JetBlue warns that fraudsters post fake JetBlue phone numbers online to collect personal and financial information, and may call back repeatedly if you hang up; trust only the numbers JetBlue lists. [JetBlue: fraud prevention](https://www.jetblue.com/safety/fraud-prevention)\n- The FTC warns of fake airline customer service accounts on social media during disruptions; report impersonators at ReportFraud.ftc.gov. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"kaiser-permanente":{"meta":{"company":"kaiser-permanente","title":"Kaiser Permanente — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nKaiser is both the insurer and the care provider, and each region has its own health plan, so use the member services number on your ID card and the complaint steps for your region. In California, file a grievance with Kaiser; if it is not resolved in 30 calendar days, or Kaiser denies care as not medically necessary, go to the Department of Managed Health Care, which can send the case to an Independent Medical Review that Kaiser honors. Kaiser was fined $50 million in 2023 over delays in behavioral health care, so press for timely appointments. Kaiser will never ask for your password by phone or email.\n\n## How complaints actually go\n\n- Kaiser says you can appeal its payment decision on any claim you submit yourself; the explanation of benefits gives the steps. [Kaiser Permanente claims help](https://healthy.kaiserpermanente.org/support/claims-summary-help)\n- Northern California commercial members lodge grievances with Member Services (1-800-464-4000; Spanish 1-800-788-0616; Chinese dialects 1-800-757-7585; TTY 711) or at kp.org. Kaiser aims to resolve them generally within 14-30 calendar days, and expedited reviews generally within 72 hours. [Kaiser Permanente provider manual, 2023](https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/community-providers/ncal/2023/member-rights-and-responsibilities-en-2023.pdf)\n- If the grievance is unresolved for more than 30 calendar days, or the member is not satisfied, the member may contact the DMHC, which decides whether the case qualifies for Independent Medical Review. [Kaiser Permanente provider manual, 2023](https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/community-providers/ncal/2023/member-rights-and-responsibilities-en-2023.pdf)\n- Outside California, the federal rules give 180 days for an internal appeal and 4 months after the final denial for external review, which the plan must follow. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/) [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n\n## What tends to work\n\n- Use Independent Medical Review for denials of care as not medically necessary, experimental treatments for serious conditions, or unpaid emergency or urgent care: reviewers are medical experts not affiliated with Kaiser, and Kaiser honors the DMHC decision. A case may qualify after 30 calendar days, or 3 days for expedited requests. [Kaiser Permanente provider manual, 2023](https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/community-providers/ncal/2023/member-rights-and-responsibilities-en-2023.pdf)\n- For mental health care delays, cite the wait-time rules. California's investigation found Kaiser's average follow-up behavioral health wait was longer than the 10 days the law sets (19 days in 2021), and when a plan cannot offer a timely appointment it must refer patients out of network and cover the care. [CalMatters, October 2023](https://calmatters.org/health/2023/10/kaiser-permanente-california-behavioral-health-settlement/)\n- Appeal Medicare Advantage prior authorization denials: in 2025 data, Kaiser Permanente overturned 40 percent of appealed denials in Medicare Advantage. [KFF, August 2026](https://www.kff.org/patient-consumer-protections/prior-authorization-metrics-provide-new-insights-into-insurer-practices-but-gaps-remain/)\n\n## Traps and fine print\n\n- The grievance and IMR steps above are written for California non-Medicare members; Medicare members and other regions follow different processes, so check the explanation of benefits or plan documents for your steps. [Kaiser Permanente provider manual, 2023](https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/community-providers/ncal/2023/member-rights-and-responsibilities-en-2023.pdf) [Kaiser Permanente claims help](https://healthy.kaiserpermanente.org/support/claims-summary-help)\n- IMR is for medical-necessity, experimental-treatment and emergency-payment denials; other complaints stay in the grievance process. [Kaiser Permanente provider manual, 2023](https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/community-providers/ncal/2023/member-rights-and-responsibilities-en-2023.pdf)\n\n## By the numbers\n\n- On October 12, 2023, Kaiser agreed to a $50 million fine and pledged $150 million over 5 years for behavioral health programs to settle California's investigation of its behavioral health care. [Governor of California, October 2023](https://www.gov.ca.gov/2023/10/12/governor-newsom-statement-on-kaiser-mental-health-settlement/)\n- Medicare Advantage, June 2024: Kaiser Foundation Health Plan denied 14.0 percent of skilled nursing facility admission requests (212 denials); of 39 appeals, 17 were overturned. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n\n## Scams that target customers\n\n- Kaiser Permanente will never ask for your password over the phone or by email. If someone says your account needs to be confirmed, contact customer service directly. [Kaiser Permanente: protecting personal information](https://healthy.kaiserpermanente.org/pages/online-security/protecting-personal-information)\n- Offers of \"free\" medical treatment are usually scams, according to Kaiser Permanente Washington; it lists a confidential fraud hotline at 1-888-774-9100. [Kaiser Permanente Washington: fraud](https://wa.kaiserpermanente.org/html/public/customer-service/fraud)\n- \"Free\" genetic tests and cheek swabs offered by phone, at events or door to door are used to steal Medicare information. [HHS OIG genetic testing alert](https://oig.hhs.gov/fraud/consumer-alerts/fraud-alert-genetic-testing-scam/)\n"},"klarna":{"meta":{"company":"klarna","title":"Klarna — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nContact the store first, then use Report a problem on the purchase in the Klarna app; Klarna pauses the payment while it looks into it, and claims must be raised within 120 days. A return does not reduce what you owe until the store's credit reaches Klarna, so report the return with tracking to pause the payment. Pay in 4 payments are taken automatically and a late fee of up to $7 can apply after 10 days. In the 12 months to June 2026, 6.9% of CFPB complaints about Klarna closed with relief, and 9.3% got a late response. Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.\n\n## How complaints actually go\n\n- Klarna Customer Service is at (888) 518-2771, open 24/7, and in-app chat starts with an AI assistant with human support when needed. [Klarna: customer service](https://www.klarna.com/us/customer-service/)\n- Klarna aims to resolve a complaint on first contact; if it cannot, it acknowledges the complaint and aims to resolve it within 20 business days when feasible. Representatives can escalate to the appropriate team. [Klarna: complaints](https://www.klarna.com/us/complaints/)\n- The Pay in 4 agreement says complaints can go through the contact form on Klarna's website or by post marked \"Complaint\" to Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- A CFPB complaint goes to Klarna for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n\n## What tends to work\n\n- Report a problem in the app or web portal: Klarna pauses your payment until the issue is solved. Keep proof that you contacted the store first. [Klarna: buyer protection](https://www.klarna.com/us/buyer-protection/)\n- For a return, report it with valid tracking; that pauses the payment for 21 days. [Klarna: buyer protection](https://www.klarna.com/us/buyer-protection/)\n- A CFPB complaint after Klarna's channels fail: in the 12 months to June 2026, 112 of 1,628 complaints (6.9%) closed with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Klarna%20AB&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- A return does not change what you owe under Pay in 4 until Klarna receives a credit from the merchant, and merchant credits do not count as payments. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- Pay in 4 installments are charged automatically every 2 weeks. A failed payment can be retried up to two more times and charged to your backup payment method after one day's notice; change the payment method at least three business days before the next payment. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- A late fee of up to $7 may be charged if a payment stays unpaid 10 days after its due date, capped at 25% of the purchase amount, and late or missed payments may appear on your credit report. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- Buyer protection claims must be raised within 120 days, and Klarna decides at its reasonable discretion whether to refund or remove the payment obligation. [Klarna: buyer protection](https://www.klarna.com/us/buyer-protection/)\n- On May 12, 2025 the CFPB withdrew its 2024 interpretive rule that treated BNPL lenders with digital accounts as credit card issuers under Regulation Z. Do not cite it as a source of dispute or refund rights. [CFPB: Buy Now, Pay Later products](https://www.consumerfinance.gov/compliance/compliance-resources/consumer-cards-resources/buy-now-pay-later-bnpl-products/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Klarna AB\": 1,628. Top products: payday, title, personal or advance loan 491, credit reporting 334, debt collection 323, credit card 309, money transfer or money service 108. Top issues: a purchase shown on your statement 245, incorrect information on a report 237, problem when making payments 220, attempts to collect a debt not owed 162. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Klarna%20AB&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 1,628 complaints, 1,515 (93.1%) closed with explanation, 112 (6.9%) with monetary relief and 1 with non-monetary relief. 1,476 (90.7%) were marked timely and 152 (9.3%) were not. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Klarna%20AB&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna. Report suspicious emails or websites with its phishing form. [Klarna: security](https://www.klarna.com/us/security/)\n- Forward suspicious emails to phishing@klarna.com; the inbox is monitored but Klarna will not reply. Klarna describes phishing by SMS, email and WhatsApp, fake URLs, and calls that impersonate a bank. [Klarna: report phishing and scams](https://www.klarna.com/us/phishing-and-scams/)\n- If you clicked a link or shared information, contact your bank or card issuer, lock your Klarna account, change your password, turn on two-factor authentication and block your cards in the Klarna app. [Klarna: report a phishing or scam attempt](https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/)\n"},"la-fitness":{"meta":{"company":"la-fitness","title":"LA Fitness — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nLA Fitness says month-to-month memberships can be cancelled at any time through the online account, in person at a club, or by written notice mailed to P.O. Box 54170, Irvine, CA 92619 (it recommends registered or certified mail). Get the notice postmarked at least 5 business days before the next billing date. LA Fitness publishes no customer service phone number. The FTC sued the company in August 2025 over how hard cancellation was; the case is pending.\n\n## How complaints actually go\n\n- LA Fitness says \"Most club memberships are month-to-month and may be cancelled at any time\" by mailed written notice to P.O. Box 54170, Irvine, CA 92619, in person at a club, or through your online account; depending on your state of enrollment, you may be able to cancel by email. [LA Fitness membership questions](https://www.lafitness.com/Pages/MembershipQuestions.aspx)\n- The Contact Us \"Message us\" form needs sign-in; replies come from contactus@fitnessintl.com. On 2026-10-12 the page showed \"Currently service is unavailable.\" [LA Fitness: contact us](https://www.lafitness.com/Pages/ContactUs.aspx)\n- On August 20, 2025 the FTC sued Fitness International, LLC and Fitness & Sports Clubs, LLC (LA Fitness, Esporta Fitness, City Sports Club, Club Studio) under the FTC Act and ROSCA, seeking an order and money back for consumers. [FTC press release, August 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/08/ftc-sues-la-fitness-making-it-difficult-consumers-cancel-gym-memberships)\n- The FTC filed an amended complaint on January 26, 2026; the FTC case page lists the case as pending and shows no court orders. [FTC case page: LA Fitness](https://www.ftc.gov/legal-library/browse/cases-proceedings/la-fitness)\n\n## What tends to work\n\n- Cancel in the online account and keep the confirmation, or mail a written notice by certified mail and keep the receipt and a copy of the letter. [LA Fitness membership questions](https://www.lafitness.com/Pages/MembershipQuestions.aspx)\n- If your mailed notice is postmarked within 5 business days of the billing date and you are billed once more, LA Fitness says it \"will refund that additional billing\"; ask for it under Account and billing. [LA Fitness membership questions](https://www.lafitness.com/Pages/MembershipQuestions.aspx)\n- If drafts continue after cancellation, the FTC says to dispute them with your card company, because \"just changing your credit or debit card number is often not enough,\" and to report at ReportFraud.ftc.gov. [FTC consumer alert, August 22, 2025](https://consumer.ftc.gov/consumer-alerts/2025/08/la-fitness-made-it-difficult-people-cancel-gym-memberships-ftc-says)\n\n## Traps and fine print\n\n- If you cancel before the end of an initial term of three months or more, \"a termination fee will apply.\" [LA Fitness membership questions](https://www.lafitness.com/Pages/MembershipQuestions.aspx)\n- The FTC alleges that LA Fitness did not clearly disclose that add-ons such as towel service can be cancelled separately without ending the membership; check each add-on when you cancel. [FTC press release, August 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/08/ftc-sues-la-fitness-making-it-difficult-consumers-cancel-gym-memberships)\n- The FTC alleges that members who stopped payments through their bank or card were often rebilled under new account numbers, and that staff were trained to refuse cancellations by phone or email. These are allegations; the court has not ruled. [FTC press release, August 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/08/ftc-sues-la-fitness-making-it-difficult-consumers-cancel-gym-memberships)\n- Recurring charges must be paid by electronic funds transfer, advertised rates may change without notice, and a signed membership agreement controls over the website terms. [LA Fitness terms and conditions](https://www.lafitness.com/Pages/TermsAndConditions.aspx)\n\n## By the numbers\n\n- The FTC says the defendants operate more than 600 locations and have over 3.7 million members. [FTC press release, August 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/08/ftc-sues-la-fitness-making-it-difficult-consumers-cancel-gym-memberships)\n\n## Scams that target customers\n\n- No LA Fitness page about impersonation scams was found on 2026-10-12. LA Fitness's own contact route is the signed-in Message us form on lafitness.com, and its replies come from contactus@fitnessintl.com; treat other contacts that claim to be LA Fitness with caution. [LA Fitness: contact us](https://www.lafitness.com/Pages/ContactUs.aspx)\n"},"mcafee":{"meta":{"company":"mcafee","title":"McAfee — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nTurn off auto-renewal in your McAfee account before the payment date, and take a screenshot. McAfee's published policy (seen only in search-result text, because mcafee.com blocked automated reading) allows a refund request within 30 days of a first purchase or 60 days of an automatic renewal for terms of one year or longer. Fake McAfee renewal invoices that tell you to call a number are a common tech support scam: check your statements and sign in to McAfee yourself, and never call the number in the message.\n\n## How complaints actually go\n\n- BBB lists McAfee, LLC (San Jose, California) as not BBB accredited and \"Not Rated,\" with the phone number (866) 622-3911 on its profile. [BBB: McAfee, LLC](https://www.bbb.org/us/ca/san-jose/profile/computer-services/mcafee-llc-1216-1534510/complaints)\n- Williamson v. McAfee (No. 14-cv-158) and Kirby v. McAfee (No. 14-cv-2475), in the U.S. District Court for the Northern District of California, alleged that McAfee charged auto-renewal prices higher than it advertised. [Truth in Advertising](https://truthinadvertising.org/class-action/mcafees-automatic-renewals-reference-pricing/)\n- A federal judge granted final approval of the settlement that ended both cases on February 3, 2017. [Mealey's, February 16, 2017](https://www.mealeys.com/mealeys/articles/1622751/class-settlement-approved-in-2-mcafee-antivirus-auto-renewal-suits)\n- Under the settlement, reported at $80 million, auto-renewal class members who paid between January 10, 2010 and February 10, 2015 could get $11.50 in cash or a McAfee value certificate; McAfee denied wrongdoing. [Top Class Actions, July 19, 2016](https://topclassactions.com/lawsuit-settlements/lawsuit-news/mcafee-reaches-80m-auto-renewal-pricing-class-action-settlement/)\n- For two years McAfee agreed to add disclosures about its automatic renewals and to use reference prices that meet set requirements, including showing a former price as a discount only if it charged that price within the previous 45 days. These commitments were time-limited. [Truth in Advertising](https://truthinadvertising.org/class-action/mcafees-automatic-renewals-reference-pricing/)\n\n## What tends to work\n\n- Ask for the refund inside the window: McAfee's US refund policy says annual subscribers who ask within 30 days of purchase are eligible, and the most recent automatic renewal charge is refunded in full if you ask within 60 days of the charge. [McAfee: refund policy](https://www.mcafee.com/support/s/article/000001679-refund?language=en_US)\n- If McAfee keeps charging after you turned off auto-renewal, the FTC advises a chargeback with your card company, a follow-up letter by certified mail, and a report to ReportFraud.ftc.gov and your state attorney general. Online renewals are covered by ROSCA (rule `rosca-negative-option`) and, for California consumers, the Automatic Renewal Law (rule `ca-automatic-renewal-law`). [FTC: free trials, auto-renewals and subscriptions](https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions)\n- Before you dispute, check whether the charge is real: the FTC says to look for an actual transaction for a tech support subscription and to contact the company using contact details you know are real. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n\n## Traps and fine print\n\n- Auto-renewal charges higher than McAfee's advertised prices were the subject of the class settlement approved in 2017, and its marketing commitments ran for only two years. Check the renewal amount in your account before the payment date. [Truth in Advertising](https://truthinadvertising.org/class-action/mcafees-automatic-renewals-reference-pricing/)\n- McAfee does not give prorated refunds, so a request after these windows is likely to be refused. Turn off auto-renewal well before the renewal date. [McAfee: refund policy](https://www.mcafee.com/support/s/article/000001679-refund?language=en_US)\n\n## By the numbers\n\n- BBB reports 450 complaints filed about McAfee, LLC in the last 3 years and 106 customer reviews, as of 2026-10-13. [BBB: McAfee, LLC](https://www.bbb.org/us/ca/san-jose/profile/computer-services/mcafee-llc-1216-1534510/complaints)\n\n## Scams that target customers\n\n- The FTC says tech support scammers \"use the names of well-known companies like Geek Squad, McAfee, and Norton,\" send notices that you were charged hundreds of dollars to renew, and if you call they ask for remote access, send you to a spoofed refund site, then say they \"refunded you too much money\" and demand repayment by gift card, wire, crypto or payment app. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n- McAfee describes invoice scams with a fake invoice PDF or a request to pay by phone, says it will never require you to call a number in an email or text, and asks you to check your subscription by signing in at McAfee.com. Read from search-result text on 2026-10-13; mcafee.com blocked automated reading. [McAfee: Customer Scam Awareness](https://www.mcafee.com/en-us/cyber-scam/customer-scam-awareness.html)\n- McAfee asks you to report fraudulent emails that use its brand to scam@mcafee.com or 1-866-622-3911 (search-result text, 2026-10-13). [McAfee: Customer Scam Awareness](https://www.mcafee.com/en-us/cyber-scam/customer-scam-awareness.html)\n"},"midland-credit-management":{"meta":{"company":"midland-credit-management","title":"Midland Credit Management — how disputes and complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nMidland Credit Management collects debts bought by Midland Funding, part of Encore Capital Group. Dispute for free through Midland's Consumer Resolution Center form or by letter to its Chief Compliance Officer, before the validation period in your notice ends. Midland says it will not sue while you are making payments, deletes its credit tradeline after you pay in full, and does not report accounts if payments start within six months. If Midland does not fix the problem, the CFPB is next; most Encore complaints close with an explanation only.\n\n## How complaints actually go\n\n- Midland's Consumer Resolution Center routes concerns to the Chief Compliance Officer through an online form, by phone at (877) 420-0039, or by mail to P.O. Box 939069, San Diego, CA 92193. The form lets you upload up to 10 supporting files. [Midland: contact us](https://www.midlandcredit.com/contact-us/) [Midland: disputes](https://www.midlandcredit.com/help-center/disputes/)\n- General account questions go to account managers at (800) 296-2657, 8am to midnight ET every day; questions about inaccurate information go to Consumer Support Services at (800) 825-8131 ext. 32980, weekdays 8am to 7:30pm ET. [Midland: FAQs](https://www.midlandcredit.com/help-center/faqs/)\n- If you earlier told Midland to stop contacting you, say in your letter whether it may reply about your concern; otherwise Midland says it cannot contact you about it. [Midland: contact us](https://www.midlandcredit.com/contact-us/)\n- A CFPB complaint goes to Encore for a written response; all but 2 of 22,637 responses in the 12 months to June 2026 were timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ENCORE%20CAPITAL%20GROUP%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## What tends to work\n\n- Dispute in writing within the validation period; Midland must stop collecting the disputed debt until it sends verification, and its online form counts as written if Midland accepts disputes there. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- Use the right category in the form, such as \"I requested that validation be sent to me, and I still have not received it\" or \"Inaccurate credit reporting\". [Midland: disputes](https://www.midlandcredit.com/help-center/disputes/)\n- If you pay in full or settle, ask Midland to confirm the deletion request; it says the credit bureaus typically take up to 45 days to remove the tradeline. [Midland: credit reporting](https://www.midlandcredit.com/help-center/credit-reporting/)\n- Start payments within six months of Midland's first notice and keep paying monthly, and Midland says it will not report the account; while you are actively paying, it says it will not sue. [Midland: credit reporting](https://www.midlandcredit.com/help-center/credit-reporting/) [Midland: FAQs](https://www.midlandcredit.com/help-center/faqs/)\n- Cite the CFPB's 2020 court order: after the CFPB alleged that Encore, Midland Funding and Midland Credit Management violated a 2015 order, the court ordered a $15 million penalty and barred collecting time-barred debt unless certain disclosures are made. [CFPB: Encore Capital Group et al.](https://www.consumerfinance.gov/enforcement/actions/encore-capital-group-et-al/)\n\n## Traps and fine print\n\n- Midland's dispute pages do not say whether it keeps reporting an account while a dispute is open; ask, and dispute with the bureaus too. [Midland: credit reporting](https://www.midlandcredit.com/help-center/credit-reporting/)\n- Midland can still sue in some cases depending on the state if you are not paying. Past the statute of limitations, Midland says later letters will tell you it cannot and will not sue, and logging in online does not restart the clock. [Midland: FAQs](https://www.midlandcredit.com/help-center/faqs/)\n- Do not send a full Social Security number or bank or debit card numbers in a complaint; Midland asks only for the last four SSN digits. [Midland: contact us](https://www.midlandcredit.com/contact-us/)\n- Midland must delete its tradeline seven years after the delinquency date, sooner in some states. [Midland: credit reporting](https://www.midlandcredit.com/help-center/credit-reporting/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"ENCORE CAPITAL GROUP INC.\": 22,637. Products: debt collection 18,386, credit reporting 3,843, credit card 241. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ENCORE%20CAPITAL%20GROUP%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Top issues: attempts to collect debt not owed 7,661 (not yours 4,931; identity theft 2,329), threatened negative or legal action 4,635 (threatened to sue on very old debt 354), written notification about debt 2,703, false statements 2,438, incorrect report information 2,187. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ENCORE%20CAPITAL%20GROUP%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Outcomes: 17,052 (75.3%) closed with explanation, 5,579 (24.6%) with non-monetary relief, 5 with monetary relief, 1 in progress. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ENCORE%20CAPITAL%20GROUP%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Across all collectors in 2025, 66% of CFPB debt collection complaints closed with explanation and 23% with non-monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Paid \"debt dispute\" services: Midland says you can dispute for free directly with it and does not recommend paying someone to do it. [Midland: FAQs](https://www.midlandcredit.com/help-center/faqs/)\n- Fake collectors may threaten arrest or pose as lawyers or officials; real collectors may not. Do not share financial information until you have validation information. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Verify a \"Midland\" contact by calling (800) 296-2657 from Midland's site or signing in at accounts.midlandcredit.com, not through a number in the message. [Midland: contact us](https://www.midlandcredit.com/contact-us/)\n- Report fake or abusive collectors to your state attorney general, the FTC and the CFPB. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n"},"mohela":{"meta":{"company":"mohela","title":"MOHELA — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nMOHELA services federal student loans for the Department of Education, which owns the loans and decides many outcomes, such as Public Service Loan Forgiveness. Put every request in writing through the online account and keep copies. Do not rely on a CFPB complaint alone: in the 12 months to June 2026, 70.5% of MOHELA's CFPB complaints were not answered on time. Use the Federal Student Aid Feedback Center and the FSA Ombudsman, and a state student loan office if your state has one. Never pay anyone for student loan help and never share your FSA ID.\n\n## How complaints actually go\n\n- MOHELA's home page warns of longer hold times due to high call volume. [MOHELA](https://mohela.studentaid.gov/)\n- A CFPB complaint goes to MOHELA for a response within 15 days, or 60 days if it asks for more time. In the 12 months to June 2026, 6,293 of 8,925 MOHELA complaints (70.5%) were not answered on time, and 5,364 (60.1%) carry the status \"Untimely response\". [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Across all student loan companies in 2025, companies did not give a timely response, or any response, to 31% of CFPB complaints; they said pending litigation over federal repayment programs and changes in servicing caused this. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- When servicers do answer, they often say the Department of Education controls the outcome: they could not set up a payment arrangement without the Department's authorization, and after forwarding a PSLF application to Federal Student Aid they must wait for its confirmation. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## What tends to work\n\n- Escalate to the Department of Education, which owns the loans: MOHELA's own advocates page points to the Federal Student Aid Feedback Center (studentaid.gov/feedback-center) and the FSA Ombudsman Group, P.O. Box 1854, Monticello, KY 42633. [MOHELA: student loan advocates](https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx)\n- If you live in the District of Columbia, Massachusetts, Nevada, Virginia or Washington, use that state's student loan ombudsman or advocate; each office helps only residents of its state. [MOHELA: student loan advocates](https://mohela.studentaid.gov/DL/common/publicInfo/StudentLoanAdvocates.aspx)\n- If you still file with the CFPB, attach your timeline and documents and also send the same complaint to Federal Student Aid, since only 2,632 of 8,925 MOHELA CFPB complaints (29.5%) were answered on time in the 12 months to June 2026. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- Check every billing statement and due date. In October 2023 the Department of Education withheld $7.2 million in payments from MOHELA after it failed to send billing statements on time to 2.5 million borrowers; the Department said more than 800,000 borrowers became delinquent as a result. [Missouri Independent, February 29, 2024](https://missouriindependent.com/2024/02/29/mohela-faces-accusations-it-mismanaged-federal-student-loan-forgiveness-program/)\n- Forbearance can cost PSLF credit. Borrowers told the CFPB in 2025 that loans were placed in forbearance without their request, which hurt their PSLF payment counts, and that servicers miscounted qualifying payments or delayed PSLF applications. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Borrowers enrolled in the SAVE plan reported to the CFPB in 2025 that servicers ignored requests to switch plans or placed them in the wrong forbearance; servicers said litigation had stopped SAVE and temporarily stopped processing other income-driven plans. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"MOHELA\": 8,925. Products: student loan 6,704, credit reporting 1,812, debt collection 391. Top issues: dealing with your lender or servicer 4,681, incorrect information on a report 1,714, struggling to repay your loan 1,189, the company's investigation into an existing problem 492. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 8,925 complaints, 5,364 (60.1%) have the status \"Untimely response\", 3,188 (35.7%) closed with explanation, 280 (3.1%) were in progress, 84 (0.9%) closed with non-monetary relief and 9 (0.1%) with monetary relief. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=MOHELA&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- MOHELA told U.S. senators it received 36,309 complaints in a year, of which almost 4,000 were still marked unresolved in its internal system; the June 2023 Federal Student Aid report showed a backlog of almost 890,000 PSLF applications. [Missouri Independent, February 29, 2024](https://missouriindependent.com/2024/02/29/mohela-faces-accusations-it-mismanaged-federal-student-loan-forgiveness-program/)\n\n## Scams that target customers\n\n- MOHELA says you never have to pay for help with your student loans, and that MOHELA and Federal Student Aid will never ask for your FSA ID or any other log-in information. Debt relief companies often impersonate, or imply they are affiliated with, the Department of Education or MOHELA. [MOHELA: avoid student loan scams](https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx)\n- Warning signs MOHELA lists include someone telling you to stop or redirect your student loan payments, official-looking envelopes, letters and emails, and calls from spoofed phone numbers. Check that a servicer is on the Department's list of approved servicers. [MOHELA: avoid student loan scams](https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx)\n- The FTC says never share your FSA ID, never pay an upfront fee, log in to StudentAid.gov to see your servicer and its contact details, and report scams at ReportFraud.ftc.gov. [FTC consumer alert, May 21, 2025](https://consumer.ftc.gov/consumer-alerts/2025/05/spotting-student-loan-scams)\n"},"nelnet":{"meta":{"company":"nelnet","title":"Nelnet — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nNelnet services federal student loans for the Department of Education, which owns the loans and decides many outcomes, such as Public Service Loan Forgiveness. Nelnet answers CFPB complaints on time, but in the 12 months to June 2026 it closed every one of them with an explanation only, with no recorded relief. For a fix, escalate to the Federal Student Aid Feedback Center as well. Never pay anyone for student loan help and never share your FSA ID.\n\n## How complaints actually go\n\n- A CFPB complaint goes to Nelnet for a response within 15 days, or 60 days if it asks for more time. In the 12 months to June 2026 Nelnet answered 7,043 of 7,051 complaints on time and closed all 7,051 with an explanation. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Nelnet%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Federal student loan servicers often answer that the Department of Education controls the outcome: in 2025 they told the CFPB they could not set up a payment arrangement without the Department's authorization, and that after forwarding a PSLF application to Federal Student Aid they must wait for its confirmation. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Across all student loan companies in 2025, companies did not give a timely response, or any response, to 31% of CFPB complaints, citing pending litigation over federal repayment programs and changes in servicing. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## What tends to work\n\n- Send the complaint to the Federal Student Aid Feedback Center, run by the Department of Education, which owns the loans; attach your timeline and Nelnet's replies. [Federal Student Aid Feedback Center](https://studentaid.gov/feedback-center/)\n- Ask for corrections to credit reporting in writing, with proof: in 2025, servicers sometimes acknowledged payment posting errors and corrected consumers' credit files after a complaint, and in other cases said the original reporting was accurate. Credit reporting is the second-largest product in Nelnet's CFPB complaints (2,799 of 7,051). [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf) [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Nelnet%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- Forbearance can cost PSLF credit. Borrowers told the CFPB in 2025 that loans were placed in forbearance without their request, which hurt their PSLF payment counts, and that servicers miscounted qualifying payments or delayed PSLF applications. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Borrowers also reported payments credited late or to the wrong loan after a change in the servicer's platform, and automatic payments that were missed or kept going after payoff. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Data breach: a 2022 data breach exposed personal information, including Social Security numbers and addresses, of more than 2.5 million student loan borrowers. A $10 million class settlement with Nelnet Servicing and EdFinancial got final court approval in May 2026. [Bloomberg Law, May 22, 2026](https://news.bloomberglaw.com/ip-law/student-loan-servicers-10-million-deal-gets-final-court-nod)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Nelnet, Inc.\": 7,051. Products: student loan 3,556, credit reporting 2,799, debt collection 659. Top issues: incorrect information on a report 2,516, dealing with your lender or servicer 1,662, the company's investigation into an existing problem 908, struggling to repay your loan 603. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Nelnet%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- All 7,051 closed with explanation (none with monetary or non-monetary relief), and 7,043 (99.9%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Nelnet%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- The FTC says never share your FSA ID, never pay an upfront fee for student loan help, log in to StudentAid.gov to see your servicer and its contact details, and report scams at ReportFraud.ftc.gov. [FTC consumer alert, May 21, 2025](https://consumer.ftc.gov/consumer-alerts/2025/05/spotting-student-loan-scams)\n- Borrowers told the CFPB in 2025 that third-party companies promised student loan forgiveness for a fee; servicers answered that they were not affiliated with those companies. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n"},"norton":{"meta":{"company":"norton","title":"Norton — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nTurn off automatic renewal yourself in the My Norton account (My Account > My Subscriptions > Cancel Renewal) before the billing date, and keep the confirmation email. Norton refunds an annual plan, and each annual renewal, in full if you ask within 60 days of the charge; a new monthly plan within 14 days. Purchases billed by an app store, retailer or other reseller follow that seller's terms. Many \"Norton renewal invoice\" emails with a phone number to call are scams: check your real account and statements, and never call the number in the message.\n\n## How complaints actually go\n\n- Norton's refund policy says to \"Contact us to submit a request\"; requests are \"typically processed within a few days,\" and refunds go back to the payment method used for the charge. [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- Turning off renewal is self-service in the account; after you cancel renewal, \"Your subscription will continue through the end of your already paid period.\" [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- Norton's contact page loads its phone and chat options in the browser; automated fetches on 2026-10-13 saw no published phone number, so get the number from inside the account or support site, not from search results or emails. [Norton Support contact page](https://support.norton.com/sp/en/us/home/current/contact)\n- Marolda v. Symantec Corp. (filed 2008) alleged that Norton's automatic renewal program did not disclose that customers who bought an upgrade had to cancel the renewal of their earlier product. Symantec denied wrongdoing and settled: class members could claim a $10 cash refund or a two-month subscription extension for purchases from October 1, 2005 to May 23, 2012, with a claim deadline of May 6, 2013. The source does not state the final approval date. [Top Class Actions, October 29, 2012](https://topclassactions.com/lawsuit-settlements/lawsuit-news/norton-upgrade-class-action-settlement/)\n- LifeLock agreed on December 17, 2015 to pay $100 million to settle FTC charges that it violated a 2010 FTC order (data security and advertising claims, not auto-renewal); the FTC filed the stipulated order in federal court in Arizona. [FTC press release, December 17, 2015](https://www.ftc.gov/news-events/news/press-releases/2015/12/lifelock-pay-100-million-consumers-settle-ftc-charges-it-violated-2010-order) LifeLock is now a Gen Digital brand sold as \"LifeLock by Norton.\" [BBB: Gen Digital Inc.](https://www.bbb.org/us/az/tempe/profile/identity-theft-protection/gen-digital-inc-1126-83005924)\n- Gen Digital, Norton's parent, lists Avast among its consumer brands. [Gen Digital](https://www.gendigital.com/)\n- The FTC finalized an order on June 27, 2024 requiring Avast to pay $16.5 million and banning it from selling or licensing web browsing data for advertising. The case is about browsing data, not renewals, and the FTC press release does not name Gen Digital or Norton. [FTC press release, June 27, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/06/ftc-finalizes-order-avast-banning-it-selling-or-licensing-web-browsing-data-advertising-requiring-it)\n- Avast refunds are closed: the claims deadline was June 5, 2025, payments went out from December 2025 with a second round of 91,093 payments totaling more than $1.5 million, and the FTC says it is no longer accepting claims. [FTC: Avast settlement refunds](https://www.ftc.gov/enforcement/refunds/avast-settlement)\n\n## What tends to work\n\n- Cancel renewal online before the billing date, check the account again after 24 hours, and keep the confirmation email (it can take 24 to 48 hours). [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- Ask for a refund inside the window: annual purchases and \"Each subsequent annual charge\" within 60 days; a new monthly plan within 14 days; for a trial that needed a payment method, the first charge within 14 days (monthly) or 60 days (annual). [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- Have the order number, product serial number or product key ready when you submit the refund request. [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- If Norton keeps charging after you cancelled, the FTC advises a chargeback with your card company, a follow-up letter by certified mail, and a report to ReportFraud.ftc.gov and your state attorney general. Online renewals are covered by ROSCA (rule `rosca-negative-option`), and California's Automatic Renewal Law (rule `ca-automatic-renewal-law`) applies to California consumers. [FTC: free trials, auto-renewals and subscriptions](https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions)\n\n## Traps and fine print\n\n- \"Subsequent monthly charges are not eligible for a refund.\" Only the first monthly charge has the 14-day window. [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- Purchases made, renewed or billed through an app store, service provider, reseller or retailer are excluded; \"different cancellation and refund terms may apply.\" Bundles with third-party products, complimentary items and repeat purchases already refunded are also excluded. [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- After a refund, \"you must uninstall and delete all copies of the software from your device(s).\" [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n- Norton's US refund policy page does not state the renewal price or how far ahead Norton warns you of a renewal; check the renewal amount in the account before the billing date. [Norton Cancellation and Refund Policy](https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN)\n\n## By the numbers\n\n- BBB lists Gen Digital Inc. (Tempe, Arizona; brands named include Norton and LifeLock by Norton) as an accredited business since March 4, 2021 with an A+ rating, 908 complaints filed in the last 3 years and 212 customer reviews, as of 2026-10-13. [BBB: Gen Digital Inc.](https://www.bbb.org/us/az/tempe/profile/identity-theft-protection/gen-digital-inc-1126-83005924)\n\n## Scams that target customers\n\n- Norton describes scam emails that contain \"a Norton Renewal notice, an attached invoice, and a phone number to call to cancel a pending credit card charge,\" and says to verify any unexpected charge directly through your Norton account. [Norton: cyber scams and how to avoid them](https://support.norton.com/sp/en/us/home/current/solutions/v105274822)\n- Fake calendar invitations claim \"your subscription is expiring,\" with very high renewal charges and several phone numbers; \"Norton never sends calendar invites related to billing or payment.\" [Norton: cyber scams and how to avoid them](https://support.norton.com/sp/en/us/home/current/solutions/v105274822)\n- The FTC says tech support scammers \"use the names of well-known companies like Geek Squad, McAfee, and Norton,\" claim you were charged hundreds of dollars for a renewal, then ask for remote access, send you to a spoofed refund site, and say they \"refunded you too much money\" so you must pay it back. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n- Real Norton email comes from domains Norton lists, such as @norton.com, @mail.norton.com, @subscriptions.norton.com, @nortonlifelock.com and @lifelock.com. Forward suspicious emails as an attachment to spam@norton.com. [Norton: verify that an email is legitimate](https://support.norton.com/sp/en/us/home/current/solutions/v71088498)\n"},"optimum":{"meta":{"company":"optimum","title":"Optimum — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nOptimum gives you only 30 days after receiving a bill to dispute it in writing, one of the shortest windows among large providers. You can cancel by phone at 877-694-9474 or online by signing in; cancellation takes effect at the end of the billing period. Return all equipment promptly, because unreturned-equipment fees are high, for example $345 for an HD/DVR receiver. Optimum says it never makes unsolicited calls, so treat any \"Optimum\" caller asking for payment as suspect.\n\n## How complaints actually go\n\n- Existing customers call 877-794-2724; the general, billing and technical line is 877-694-9474; live chat is on the contact page and in the My Optimum app. [Optimum contact](https://www.optimum.com/contact-us) [Optimum support contact](https://www.optimum.net/support/contact-us) [How to contact Optimum](https://www.optimum.com/articles/communities/how-to-contact-optimum)\n- Bill disputes must be in writing within 30 days of receiving the bill (or longer where the law requires); the dispute date is when Optimum receives enough documentation to investigate. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n- The Notice of Dispute goes by certified mail to Optimum Shared Services, 1111 Stewart Ave, Bethpage, NY 11714, Attn Customer Disputes. Optimum has 60 days after receipt to investigate; small claims court is an alternative. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n- New subscribers can opt out of arbitration within 30 days of opening the account, by email to NOARBITRATION@ALTICEUSA.COM or by mail. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n\n## What tends to work\n\n- Optimum offer terms say you can cancel any time at 877-694-9474 or by signing in at optimum.net; cancellation is effective at the end of the current billing period except in CT and NJ. [Optimum offer terms](https://www.optimum.com/moving)\n- Return equipment by mail with the prepaid label from My Orders (drop at Walgreens or FedEx Office and ask for a receipt), or at an Optimum store. [Optimum equipment shipping](https://www.optimum.net/pages/equipmentShippingInstructions.html) [Optimum stores](https://www.optimum.com/locations/)\n- Outage credits are at Optimum's discretion, so ask for one in writing with the outage dates. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n\n## Traps and fine print\n\n- Cancellation must be requested by the last day of the billing period before the period you want to end; payments are nonrefundable and there is no credit for partly used periods. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n- Cancelling or downgrading before a promotional term ends triggers an early cancellation fee plus unpaid charges. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n- Unreturned equipment fees include Optimum TV Box $132.00, Wireless Router $80.00, Gateway 6 $130.00 and HD/DVR Receiver $345.00; Optimum can also keep billing a monthly fee until the equipment is returned. [Optimum pricing](https://www.optimum.com/pricing-packages) [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n- Optimum may change its terms by website posting, email, mail, phone or text, with no minimum advance notice for price changes; continued use is acceptance. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n- Damages for a service interruption are limited to service charges and equipment fees for one billing period. [Optimum terms](https://www.optimum.com/terms-of-service/residential)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Optimum non-fiber internet 64 (63 in 2025), among the lowest; Optimum Fiber 74 (71 in 2025); Optimum scored 62 in the Northeast. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Optimum TV 64 (up 3%). [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- Optimum will never ask you to pay by gift card, wire transfer, cryptocurrency or payment apps (Venmo, Zelle, Cash App, PayPal), and will never email you a link to make a payment. [Optimum phishing alerts](https://www.optimum.net/pages/phishing-alerts.html)\n- Optimum will never call to say your equipment has an issue that needs a payment, and says it never makes unsolicited phone calls to customers. [Optimum phishing alerts](https://www.optimum.net/pages/phishing-alerts.html)\n- Fake bill-payment websites and phone numbers pose as Optimum; do not use a search engine to pay or find the number. Use the number on your bill or the Contact Us page. [Optimum phishing alerts](https://www.optimum.net/pages/phishing-alerts.html)\n"},"paypal":{"meta":{"company":"paypal","title":"PayPal — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nPayPal disputes run inside the Resolution Center: open the dispute, escalate it to a claim before day 20, and PayPal decides. Only Goods and Services payments are covered by Purchase Protection; a Friends and Family payment to a seller is not covered. If PayPal limits your account it can hold the balance for up to 180 days. When PayPal does not fix it, a CFPB complaint works fairly often: in the 12 months to June 2026, 36.8% closed with relief. Never call a phone number written in an invoice or money request.\n\n## How complaints actually go\n\n- A purchase dispute closes automatically after 20 days unless you escalate it to a claim; after escalation PayPal usually decides within 14 days, but some cases take 30 days or longer. Closed disputes cannot be reopened. [PayPal: escalate a dispute to a claim](https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367)\n- A CFPB complaint goes to PayPal for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 3 of 10,825 complaints were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB rule that would have put large payment apps, including PayPal, Venmo and Cash App, under CFPB supervision took effect on January 9, 2025 and was overturned by Congress (S.J.Res. 28, Public Law 119-11). The CFPB complaint process still applies. [Congressional Research Service IF12935](https://www.everycrsreport.com/reports/IF12935.html)\n\n## What tends to work\n\n- A CFPB complaint after the Resolution Center fails: in the 12 months to June 2026, 3,988 of 10,825 complaints (36.8%) closed with monetary or non-monetary relief, 1,896 (17.5%) of them with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Pay sellers with Goods and Services. PayPal says eligible Goods and Services payments are covered by Purchase Protection and that you should refuse if a seller asks you to pay with Friends and Family. [PayPal: Friends and Family payment scams](https://www.paypal.com/us/cshelp/article/what-are-%E2%80%98friends-and-family%E2%80%99-payment-scams-help1165)\n\n## Traps and fine print\n\n- Personal payments, including payments sent with Friends and Family, are not eligible for PayPal Purchase Protection. [PayPal Purchase Protection Program](https://www.paypal.com/us/legalhub/paypal/buyer-protection)\n- PayPal's Balance Terms let it hold a balance for up to 180 days when reasonably needed to protect against liability or when a user has violated the Acceptable Use Policy; risk-based holds generally last up to 21 days but can run to 180 days. [PayPal Balance Terms and Conditions](https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc)\n- \"Trouble accessing funds in your mobile or digital wallet\" (1,863) and \"managing, opening, or closing your mobile wallet account\" (935) are among the most common PayPal complaint issues to the CFPB in the 12 months to June 2026. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- In 2015 the CFPB sued PayPal, alleging that it illegally enrolled consumers in its online credit product, PayPal Credit (formerly Bill Me Later); the case ended in a stipulated final judgment. Check that any PayPal Credit account on your report is one you opened. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/bill-me-later-paypal/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Paypal Holdings, Inc\": 10,825. The parent company name may also cover other PayPal products, such as Venmo. Top products: money transfer, virtual currency or money service 8,196, checking or savings 1,452, credit card 565. Top issues: unauthorized transactions or other transaction problem 2,082, trouble accessing funds in a mobile or digital wallet 1,863, fraud or scam 1,524, managing an account 953. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 10,825 complaints, 6,835 (63.1%) closed with explanation, 2,092 (19.3%) with non-monetary relief and 1,896 (17.5%) with monetary relief; 2 were in progress. 10,822 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Invoice and money request scams: a real PayPal invoice or money request carries an alarming note and a fake customer service number. Do not pay it, do not call the number, and never send money to a cryptocurrency wallet named in it; decline or cancel it, then use Report. [PayPal: invoice and money request scams](https://www.paypal.com/us/cshelp/article/what-are-invoice-scams-and-money-request-scams-on-paypal-help1059)\n- PayPal says it will never call you from 1-888-221-1161 to ask for your personal or account information. [PayPal: invoice and money request scams](https://www.paypal.com/us/cshelp/article/what-are-invoice-scams-and-money-request-scams-on-paypal-help1059)\n- To check an account warning, open the PayPal app or type www.paypal.com into a new browser window; scammers fake caller ID, and PayPal says not to call back a number given in an automated call. [PayPal: fake messages](https://www.paypal.com/us/security/learn-about-fake-messages)\n- An email that says your account is limited, when the Resolution Center shows no limitation, may be fake: forward it to phishing@paypal.com, then delete it. [PayPal: remove a limitation](https://www.paypal.com/us/cshelp/article/how-do-i-remove-a-limitation-from-my-account-help535)\n"},"peloton":{"meta":{"company":"peloton","title":"Peloton — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nCancel a direct-billed Peloton membership in Account Settings (onepeloton.com/mymembership) or by calling Member Support at 1-866-679-9129, before the next billing date: access runs to the end of the paid period and there is no prorated refund. Report a billing error within 60 days of the billing date, because Peloton says it will not refund or credit one after that. New hardware can go back within 30 days of delivery under the Home Trial, minus a $150 or $250 return fee. No FTC or state attorney general action on Peloton memberships was found; the main government actions are CPSC matters on treadmill and bike safety.\n\n## How complaints actually go\n\n- The Membership Terms (updated October 1, 2025) give two cancel routes: Peloton Account Settings at onepeloton.com/mymembership, or Peloton Member Support at 1-866-679-9129. Billing errors go to Member Support or the Contact Us page. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- To start a Home Trial return, Peloton says to call 866-679-9129 or chat with Peloton Support. Its support site, support.onepeloton.com, loads by JavaScript. [Peloton Home Trial](https://www.onepeloton.com/home-trial)\n- The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). You can opt out only by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9). [Peloton Terms of Service](https://www.onepeloton.com/terms-of-service)\n- Membership billing claims have gone to arbitration. In Skillern v. Peloton (S.D.N.Y., No. 1:21-cv-06808, filed August 12, 2021), members said Peloton charged unlawful sales tax on subscriptions in New York, Massachusetts and Virginia. On August 29, 2022 Judge Edgardo Ramos granted Peloton's motion to compel arbitration. [Top Class Actions, September 1, 2022](https://topclassactions.com/lawsuit-settlements/consumer-products/health-fitness/1029146-peloton-members-charged-unlawful-sales-tax-class-action-alleges/)\n- CourtListener lists the Skillern case as stayed pending arbitration (August 29, 2022) and terminated on October 17, 2025. [CourtListener docket search](https://www.courtlistener.com/api/rest/v4/search/?q=Fishon%20Peloton&type=r)\n- In the \"ever-growing library\" false-advertising suit (Passman v. Peloton, S.D.N.Y.), subscribers said Peloton kept advertising a growing class library after it removed classes. In May 2023 Judge Lewis Liman refused to let it go forward as a class action because \"individual issues predominated.\" The article reports no settlement; the current status of the individual claims was not confirmed. [Pelo Buddy, May 6, 2023](https://www.pelobuddy.com/?p=18900)\n- CPSC civil penalty: on January 5, 2023 Peloton agreed to pay a $19,065,000 civil penalty to settle CPSC charges that it knowingly failed to report the Tread+ defect immediately and knowingly distributed 38 recalled Tread+ treadmills. The Commission provisionally accepted the settlement 4-0, subject to public comment. Peloton must keep an enhanced compliance program and file annual compliance reports for five years. [CPSC release 23-087](https://www.cpsc.gov/Newsroom/News-Releases/2023/Peloton-Agrees-to-Pay-19-Million-Civil-Penalty-for-Failure-to-Immediately-Report-Tread-Treadmill-Entrapment-Hazards-and-for-Distributing-Recalled-Treadmills)\n- Peloton's quarterly report for the quarter ended December 31, 2025 says it settled with the CPSC in December 2022 for a \"$19.1 million civil penalty\". It also reports a rear guard repair for the recalled Tread+ (announced May 18, 2023), the May 11, 2023 recall of the Original Series Bike (free replacement seat post), and a subpoena from the Department of Justice and Department of Homeland Security about its obligations under the CPSA, with no status given. That note (Note 8, Commitments and Contingencies) covers stockholder lawsuits, the CPSC matters and the subpoena, and names no FTC or state attorney general proceeding. [Peloton Form 10-Q, quarter ended December 31, 2025](https://www.sec.gov/Archives/edgar/data/1639825/000163982526000008/pton-20251231.htm)\n\n## What tends to work\n\n- Cancel online in Account Settings and keep the confirmation. Do it before the next billing date: after a cancellation you keep access to the end of the current period, and there is no prorated refund. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Report a wrong membership charge within 60 days of the billing date. Peloton says it \"will not issue refunds or credits after the expiration of this 60-day period,\" except where law requires. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- New York members may cancel within at least 14 days after the first charge at a new, higher price and get a pro rata refund of the unused portion (see rule `ny-automatic-renewal-law`). [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- California's automatic renewal law requires online cancellation for subscriptions bought online (rule `ca-automatic-renewal-law`). [Cal. Bus. & Prof. Code 17602](https://california.public.law/codes/business_and_professions_code_section_17602)\n- To return new hardware, call or chat with Peloton Support within 30 days of the delivery date. The Home Trial covers Bike, Bike+, Tread Flex, Tread Vision, Tread+ Vision and Row+ for first-time purchasers in the 48 contiguous states. [Peloton Home Trial](https://www.onepeloton.com/home-trial)\n- Tread+ recall (May 5, 2021, about 125,000 units): a full refund was available until November 6, 2022; returns after that date get a partial refund. [CPSC recall 21-128](https://www.cpsc.gov/Recalls/2021/Peloton-Recalls-Tread-Plus-Treadmills-After-One-Child-Died-and-More-than-70-Incidents-Reported)\n\n## Traps and fine print\n\n- A Committed Membership Period (a commitment longer than one month) stays owed after you cancel: \"You will remain responsible for any outstanding fees for the remainder of the Committed Membership Period,\" even if you pay month to month. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Prepaid and Activation Code memberships \"automatically continue on a month-to-month basis\" when the prepaid period ends. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- A trial converts to a paid membership if you do not cancel before it ends, and a payment method may be required to start one. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Price changes: Peloton gives notice of a changed charge amount and its date before the charge, but the terms set no minimum number of days. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Home Trial refunds are not full: the return fee is $150 for Bike and Bike+ and $250 for Tread Flex, Tread Vision, Tread+ Vision and Row+, and assembly fees are non-refundable. Addresses in Alaska, Hawaii, Puerto Rico and other remote areas do not qualify. [Peloton Home Trial](https://www.onepeloton.com/home-trial)\n- App memberships can be bought through a third-party app provider (Apple App Store and Google Play are named), and Strength+ is sold through the Apple App Store. Those are billed by the store, not Peloton. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n\n## By the numbers\n\n- By the time Peloton told the CPSC about the Tread+ hazard, it had received more than 150 reports of people, pets or objects pulled under the rear of the treadmill, including the death of a child and 13 injuries. [CPSC release 23-087, January 5, 2023](https://www.cpsc.gov/Newsroom/News-Releases/2023/Peloton-Agrees-to-Pay-19-Million-Civil-Penalty-for-Failure-to-Immediately-Report-Tread-Treadmill-Entrapment-Hazards-and-for-Distributing-Recalled-Treadmills)\n\n## Scams that target customers\n\n- No Peloton page about impersonation scams or phishing was found on 2026-10-13; Peloton's security page covers only vulnerability reports from security researchers. [Peloton: security](https://www.onepeloton.com/security)\n- Peloton's membership page is on its own domain (onepeloton.com/mymembership, which goes to account.onepeloton.com), and its published Member Support number is 1-866-679-9129. Use only these, typed in yourself, for account or billing questions. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n"},"pge":{"meta":{"company":"pge","title":"PG&E — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute a bill with PG&E within five days of receiving it: that keeps residential service on until PG&E or the CPUC has reviewed it, as long as you keep paying undisputed bills. If you cannot pay, ask for the 24-month payment plan and apply for REACH, LIHEAP and the Arrearage Management Plan before the shutoff date. If PG&E does not fix it, file an informal complaint with the CPUC online. PG&E never asks for gift cards or payment apps; check any call at 1-833-500-SCAM.\n\n## How complaints actually go\n\n- Frontline help is PG&E customer service at 1-877-660-6789. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- A billing dispute started within five days of receiving the bill stops a residential shutoff until the customer has had a review by PG&E or the CPUC under Rule 10; the customer must keep paying later undisputed bills. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- If PG&E does not resolve it, file an informal complaint with the CPUC Consumer Affairs Branch; the online portal is the fastest route, and a formal complaint is possible if the informal one fails. [CPUC: utility complaint](https://www.cpuc.ca.gov/consumer-support/file-a-complaint/utility-complaint)\n- Damage and loss claims go to a separate claims team (online form, lawclaims@pge.com, or 415-973-4548). PG&E pays for losses caused by its negligence and aims to decide within 30 days of receipt. Billing and solar issues are not handled as claims. [PG&E claims](https://www.pge.com/en/account/customer-service/claims.html)\n\n## What tends to work\n\n- Ask for the 24-month plan: PG&E must offer a 24-month payment plan and will not disconnect a customer who is current on it and on monthly bills. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- Apply for every program: REACH gives up to $800 toward a past-due bill after a disconnection notice, LIHEAP up to $1,000, and the Arrearage Management Plan up to $8,000 of debt forgiveness for CARE or FERA customers. CARE gives 20 percent or more off gas and 35 percent or more off electricity for income-qualified homes; FERA gives 18 percent. [PG&E financial assistance](https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html)\n- A pending LIHEAP pledge stops a shutoff. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- For a high bill, ask for a meter test (PG&E must do it on not less than five working days' notice). If a meter runs more than 2 percent fast, PG&E refunds up to three years of overcharges. [PG&E Electric Rule 17](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf)\n- Medical Baseline, Life Support and self-certified seriously ill customers must get an in-person visit within the 48 hours before a shutoff, with a pay-by-phone option or a 48-hour extension. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- After a storm outage of 48 consecutive hours or more, residential customers may get an automatic Safety Net payment of $25-100 about 60 days later, with no claim needed. [PG&E claims](https://www.pge.com/en/account/customer-service/claims.html)\n\n## Traps and fine print\n\n- A payment plan cannot be changed once set up; missing payments can mean no plan next time and a shutoff. [PG&E payment plans](https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html)\n- If you break the payment plan, the whole balance becomes due at once and service can be cut after at least 48 hours' notice. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- Claims for outages caused by weather, earthquakes or grid-operator curtailments are generally not paid. Food spoilage claims must be submitted and resolved within one year; property damage claims have three years and injury claims generally two. [PG&E claims](https://www.pge.com/en/account/customer-service/claims.html)\n- Weather and calendar protections are specific: PG&E does not disconnect residential service on Saturdays, Sundays, legal holidays or when its offices are closed, or when it forecasts temperatures above 100 or below 32 degrees in a 72-hour look-ahead. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n\n## Scams that target customers\n\n- PG&E will never ask for financial information over the phone, never takes gift cards, MoneyPak or payment apps such as Venmo or Zelle, and will never threaten to shut off power within the hour. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- Scammers spoof real PG&E numbers such as 1-800-743-5000 on caller ID, and may know your balance or due date. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- Fake vendors offering usage insights ask for your account number, login or Social Security number; PG&E says vendors do not need this. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- Real PG&E emails come from addresses ending in pge.com. Report scam emails to ScamReporting@pge.com and scam visits or calls to 1-833-500-SCAM (1-833-500-7226). [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n"},"planet-fitness":{"meta":{"company":"planet-fitness","title":"Planet Fitness — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nPlanet Fitness lets U.S. members end a membership three ways: online in the member portal, in person at the home club, or by written notice mailed to the home club. The club must receive the request at least 8 days before the next billing date, and at least 8 days before the annual fee date to stop that fee. Commitment memberships owe a buyout fee if ended early. Keep the online confirmation or a certified mail receipt; if drafts continue, call the Corporate Support Line and then dispute them with your bank or card issuer.\n\n## How complaints actually go\n\n- U.S. members can \"send written notification via mail to your home club requesting to end your membership, visit your home club in person, or log into your account online through the member portal on the website.\" [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/)\n- Planet Fitness says some policies \"may vary by location based on state and local guidelines\", so check your own membership agreement and club. [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/)\n- The Corporate Support Line for membership inquiries is 603-750-0001 (option 2 for customer service); Planet Fitness says membership questions can also go to your home club directly. [Planet Fitness: contact](https://shop.planetfitness.com/contact/)\n\n## What tends to work\n\n- End the membership in the member portal and save the confirmation, so you do not depend on club hours. [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/)\n- If you mail the notice, the FTC suggests certified mail with a return receipt so you have proof of delivery, plus a copy of the letter and notes of any calls. [FTC: free trials, auto-renewals and subscriptions](https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions)\n- If a gym keeps billing after you cancel, the FTC says to dispute the charge with your credit or debit card company, because \"just changing your credit or debit card number is often not enough.\" [FTC consumer alert, August 22, 2025](https://consumer.ftc.gov/consumer-alerts/2025/08/la-fitness-made-it-difficult-people-cancel-gym-memberships-ftc-says)\n\n## Traps and fine print\n\n- Timing: \"The club must receive notice of your request to end your membership at least 8 days before your next billing date, as it may take up to 7 days for billing changes to take effect.\" [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/)\n- The annual fee bills separately: \"To stop the billing of the annual fee, your request must be received by the club at least 8 days prior to the annual fee date.\" [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/)\n- The commitment length is the minimum number of months you will be billed; cancel before it ends and \"you may be subject to a buyout fee\". No Commitment memberships can be cancelled at any time without a fee. [Planet Fitness: memberships](https://www.planetfitness.com/gym-memberships)\n- planetfitness.com blocks automated readers and the member portal needs sign-in, so an agent may need the person to read the current page or do the cancellation. [Planet Fitness: memberships](https://www.planetfitness.com/gym-memberships)\n\n## Scams that target customers\n\n- No Planet Fitness page about impersonation scams was found on 2026-10-12. Use only the contacts on Planet Fitness's own sites, such as the Corporate Support Line on shop.planetfitness.com, and check any membership offer with your home club before you pay. [Planet Fitness: contact](https://shop.planetfitness.com/contact/)\n"},"portfolio-recovery-associates":{"meta":{"company":"portfolio-recovery-associates","title":"Portfolio Recovery Associates (PRA) — how disputes and complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nPRA buys old debts and collects them. Dispute in writing, to the address on your validation notice, before the validation period ends, and ask for verification and the original creditor; PRA must stop collecting until it answers. Dispute any PRA entry with the credit bureaus and with PRA directly. A CFPB complaint gets a timely answer: in the 12 months to June 2026 PRA closed 55% of CFPB complaints with non-monetary relief but none with monetary relief. In 2023 a federal court entered a CFPB order against PRA over alleged collection of unsubstantiated debts and mishandled credit disputes.\n\n## How complaints actually go\n\n- PRA's consumer site has a disputes contact page offering phone, live chat, email or mail, and a contact page with 1-800-772-1413, pracustomercare@portfoliorecovery.com and 120 Corporate Blvd, Norfolk, VA 23502. Seen in search-engine extracts; the site failed automated fetches. [PRA: disputes contact information](https://www.portfoliorecovery.com/prapay/contact-us/disputes) [PRA: contact and FAQs](https://www.portfoliorecovery.com/prapay/contact-us)\n- PRA Group's corporate site lists 1-800-772-1413 and a headquarters at 150 Corporate Blvd, Norfolk, VA 23502, and links U.S. consumers to portfoliorecovery.com. [PRA Group: contact us](https://www.pragroup.com/contact-us/)\n- A written dispute within the validation period stops collection of the disputed debt until the collector sends verification or a judgment. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- CFPB complaints go to PRA for a written response; 20,568 of 20,723 PRA responses in the 12 months to June 2026 were timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## What tends to work\n\n- Send the dispute by certified mail with a return receipt, within 30 days of receiving the validation information, and keep a copy. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Ask in the same letter for the original creditor's name and address; a written request within the validation period also pauses collection until PRA answers. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- For a wrong credit report entry, dispute with each bureau and send a direct dispute to PRA at the address on your report; PRA must investigate within the bureau time limit. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- Escalate to the CFPB with dates and copies. In the 12 months to June 2026, 11,471 of 20,723 PRA complaints (55.4%) closed with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Point to PRA's record: in the case behind the CFPB's 2023 order (E.D. Va., entered April 13, 2023), the CFPB alleged that PRA collected debts without substantiation, sued on time-barred debts and did not reasonably investigate credit reporting disputes. The order requires at least $12.18 million in redress and a $12 million penalty. [CFPB: Portfolio Recovery Associates](https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/)\n\n## Traps and fine print\n\n- If you do not dispute within the validation period, the collector can assume the debt is valid, though failing to dispute is not a legal admission that you owe it. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs) [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- PRA's addresses differ between its consumer site (120 Corporate Blvd) and its corporate site (150 Corporate Blvd). Use the dispute address on your validation notice or credit report. [PRA Group: contact us](https://www.pragroup.com/contact-us/) [PRA: contact and FAQs](https://www.portfoliorecovery.com/prapay/contact-us)\n- An email counts as a written dispute only if the collector accepts electronic communication through that address; mail a copy as well. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- The CFPB says companies sometimes choose \"Closed with explanation\" even when the consumer got relief, so read PRA's written answer, not just the category. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Portfolio Recovery Associates, LLC\": 20,723. Products: debt collection 16,518, credit reporting 3,989, credit card 154. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Top issues: attempts to collect debt not owed 6,709 (debt is not yours 4,504; result of identity theft 1,830; debt was paid 210), threatened negative or legal action 4,434 (mostly \"threatened or suggested your credit would be damaged\", 4,082), written notification about debt 2,448 (not enough information to verify the debt, 1,972). [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Outcomes: 11,471 closed with non-monetary relief, 9,250 with explanation, 2 in progress, none with monetary relief; 155 responses were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Across all collectors in 2025, companies closed 23% of CFPB debt collection complaints with non-monetary relief and 0.1% with monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Callers who threaten arrest or demand immediate payment are not acting like licensed collectors; collectors may not threaten arrest or pretend to be lawyers or government officials. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Do not give personal or financial information until you have the validation information. Check a caller's number against PRA's \"Who's Calling From\" pages, or call the number on your letter. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs) [PRA: who's calling](https://www.portfoliorecovery.com/prapay/phone/8006548818)\n- Business imposters, including \"phantom debt\" schemes, cost people $3.5 billion in imposter losses reported to the FTC in 2025. Report fake collectors at ReportFraud.ftc.gov. [FTC, June 15, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/06/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025)\n"},"progressive":{"meta":{"company":"progressive","title":"Progressive — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nReport and track claims online or at 1-800-776-4737, and put disputes in writing through the contact page's email forms, which Progressive says it answers in about 5 business days for claims. On a total loss, Progressive uses a third-party valuation after inspecting the car; rental coverage ends three days after it tells you the value, so be ready to answer quickly. If Progressive does not fix it, complain to your state insurance department. Forward suspicious Progressive emails to phishing@email.progressive.com and report fraud at 1-888-288-0770.\n\n## How complaints actually go\n\n- Claims center: 1-800-776-4737; roadside: 1-877-537-7878. Claims can be reported and tracked online, including as a guest. [Progressive claims](https://www.progressive.com/claims/)\n- General customer service is open 24/7 at 1-888-671-4405; Spanish service and claims at 1-833-951-4271. [Progressive contact us](https://www.progressive.com/contact-us/)\n- The contact page has topic email forms (including the claims process); Progressive lists an average response time of 5 business days for claims and 2 business days for other topics. It lists no channel labeled for complaints. [Progressive contact us](https://www.progressive.com/contact-us/)\n- Written mail goes to The Progressive Corporation, 300 North Commons Blvd., Mayfield Village, Ohio 44143. [Progressive contact us](https://www.progressive.com/contact-us/)\n- If the dispute stays open, file with your state insurance department; in Texas, TDI takes complaints at 800-252-3439. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n\n## What tends to work\n\n- On a total loss, Progressive pays market value based on condition, age, options and mileage, minus your deductible, with help from a third party. If you disagree, back your position with documents such as comparable vehicle listings, as TDI advises. [Progressive total loss](https://www.progressive.com/claims/total-loss/) [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- Use the written email forms so there is a record and a response clock. [Progressive contact us](https://www.progressive.com/contact-us/)\n- Get estimates from more than one shop and send them to the adjuster when you dispute an estimate. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n\n## Traps and fine print\n\n- With rental coverage, Progressive covers a rental for up to three days after it tells you the car's value on a total loss. [Progressive total loss](https://www.progressive.com/claims/total-loss/)\n- If the car's actual cash value is less than the loan or lease balance, you may still owe money; Loan/Lease Payoff coverage pays the difference only up to its limit. [Progressive total loss](https://www.progressive.com/claims/total-loss/)\n- Progressive must inspect the vehicle before it decides the value and whether it is a total loss. [Progressive total loss](https://www.progressive.com/claims/total-loss/)\n\n## By the numbers\n\n- California auto, justified complaints per 100,000 earned exposures: Progressive Select 4.4 in 2025 (15 complaints), 3.2 in 2024 and 3.0 in 2023; Progressive Direct 0.6 in 2025 (1 complaint), 1.3 in 2024 and 0.7 in 2023. [CDI auto complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/autocomposite.cfm)\n\n## Scams that target customers\n\n- Forward any email that claims to be from Progressive and looks wrong to phishing@email.progressive.com. [Progressive contact us](https://www.progressive.com/contact-us/)\n- Report fraud or identity theft to Progressive at 1-888-288-0770 (daily, 7:00 a.m.-10:00 p.m. ET). [Progressive contact us](https://www.progressive.com/contact-us/)\n- Fake agents sell policies without real coverage and ask for cash or direct payment; the premium payee should always be the insurance company, and you can check an agent's license with the state insurance department. [Progressive: life insurance fraud](https://www.progressive.com/answers/life-insurance-fraud/)\n- Do not answer unsolicited emails or texts asking for personal information; call your insurer at a number you know is theirs. [Progressive: life insurance fraud](https://www.progressive.com/answers/life-insurance-fraud/)\n"},"robinhood":{"meta":{"company":"robinhood","title":"Robinhood — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nRobinhood support runs through the app: 24/7 chat at robinhood.com/contact and phone help only by in-app callback, so any \"Robinhood\" number from a web search is suspect. Put the problem in writing in a support request and keep the case number. For brokerage problems the next steps are FINRA and, to recover money, FINRA arbitration, which the Customer Agreement requires; for cash card, credit card, money transfer or crypto problems, file with the CFPB. Robinhood closed every CFPB complaint in the 12 months to June 2026 with an explanation only, and charges $100 to transfer an account out.\n\n## How complaints actually go\n\n- Support is in the app or at robinhood.com/contact, where Robinhood offers 24/7 chat. Phone help is a callback you request; Robinhood says it typically calls within 30 minutes, phone hours are 7 AM-9 PM ET (Monday–Friday only for investing features), and not every inquiry is eligible. [Robinhood: how to contact support](https://robinhood.com/us/en/support/articles/how-to-contact-support/)\n- Separate lines exist only for Robinhood Crypto, Spending and Cash Card (888-275-8523); the 650-761-7789 line is general information only and cannot handle account questions. [Robinhood: how to contact support](https://robinhood.com/us/en/support/articles/how-to-contact-support/)\n- Robinhood publishes a complaint procedure for its UK business (complaints_uk@robinhood.com, seen in search results), but we found no U.S. complaint address or complaint email; the U.S. route is a written support request. [Robinhood UK: complaints](https://robinhood.com/gb/en/support/articles/complaints/) [Robinhood: how to contact support](https://robinhood.com/us/en/support/articles/how-to-contact-support/)\n- A CFPB complaint goes to Robinhood for a written response. A response later than 15 days, or 60 days if the company asks for more time, is recorded as not timely; 112 of Robinhood's 1,815 CFPB complaints in the 12 months to June 2026 were not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf) [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ROBINHOOD%20MARKETS%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Brokerage disputes go to FINRA arbitration under section 39 of the Customer Agreement (revised October 1, 2026). [Robinhood Customer Agreement](https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf)\n\n## What tends to work\n\n- For a lost or blocked brokerage transfer, complain in writing to Robinhood, keep copies, then file with FINRA's Investor Complaint Center. FINRA asks you to go to the firm first. [FINRA: file a complaint](https://www.finra.org/investors/need-help/file-a-complaint)\n- Cite FINRA's March 2025 findings when an account was taken over: FINRA fined Robinhood Financial and Robinhood Securities $26 million and found their anti-money-laundering programs missed accounts taken over by third-party hackers. [FINRA news release, March 7, 2025](https://www.finra.org/media-center/newsreleases/2025/finra-orders-robinhood-financial-pay-375-million-restitution)\n- If an account is compromised, ask Support at once to freeze it; if you cannot log in, email support@robinhood.com. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/)\n- To recover money, FINRA arbitration is the route the agreement sets; a claim must be filed within six years of the event. [FINRA Rule 12206](https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206)\n\n## Traps and fine print\n\n- Robinhood may restrict deposits, withdrawals or trading, or close the account, at its sole discretion and without prior notice, and says it is not liable for losses from refusing a deposit, withdrawal or transaction. [Robinhood Customer Agreement, section 13](https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf)\n- Transferring out costs $100 per transfer, crypto and futures cannot move to another broker, fractional shares are sold, and after a full transfer starts the account is locked; only the receiving broker can cancel it. [Robinhood: transfer your assets out](https://robinhood.com/us/en/support/articles/transfer-your-assets-out/)\n- Crypto transfers cannot be reversed, and Robinhood says it cannot reimburse crypto transfers that you authorize. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/)\n- Arbitration replaces court for brokerage disputes; Robinhood will not force arbitration on members of a pending court class action until certification is denied or the class is decertified. [Robinhood Customer Agreement, section 39](https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for ROBINHOOD MARKETS INC.: 1,815. Products: money transfer or virtual currency 869 (virtual currency 497), checking or savings 440, credit card 417. Top issues: managing an account 301, other transaction problem 227, purchase shown on statement 207, money not available when promised 156, fraud or scam 134. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ROBINHOOD%20MARKETS%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- All 1,815 were closed with explanation; none were closed with monetary or non-monetary relief. 1,703 responses were timely and 112 were not. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ROBINHOOD%20MARKETS%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says companies sometimes choose \"Closed with explanation\" even when the consumer got relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- BrokerCheck lists 56 regulatory events and 13 arbitrations for Robinhood Financial LLC (CRD 165998). [BrokerCheck data](https://api.brokercheck.finra.org/search/firm/165998?hl=true&nrows=12&query=&r=25&wt=json)\n\n## Scams that target customers\n\n- Fake support numbers: scammers post \"Robinhood\" phone numbers in search results and on social media. Robinhood gives phone support only by in-app callback, tells you in the app which number it will call from, and says not to use numbers found through a browser. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/) [Robinhood: how to contact support](https://robinhood.com/us/en/support/articles/how-to-contact-support/)\n- Robinhood will never ask for your password, 2FA code or secret recovery phrase, ask you to install remote desktop software or share your screen, or ask you to send money or crypto. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/)\n- Off-platform investment groups on WhatsApp, Discord or Telegram promise fast, high returns; pump-and-dump schemes target low-volume stocks and crypto. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/)\n- Forward phishing to reportphishing@robinhood.com with full email headers, or a screenshot and the sending number for texts. Robinhood does not reply. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/)\n"},"royal-caribbean":{"meta":{"company":"royal-caribbean","title":"Royal Caribbean — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nFor most money problems, call Royal Caribbean first, then put the request in writing through the Send Us a Message form on the contact page. If Royal Caribbean cancels your cruise or delays embarkation by 3 or more days, it gives a future cruise credit by default. Ask for a refund within 6 months if you want money back. The Ticket Contract sends all claims except injury claims to individual arbitration and gives one year to start it, so act early. Use only the phone numbers on royalcaribbean.com.\n\n## How complaints actually go\n\n- Before sailing, the contact page lists Individual Reservations at 866-562-7625 (7am–2am ET daily). After sailing, it lists Post Cruise Assistance at 800-256-6649, with call hours and 24/7 text hours. The written channel is a Send Us a Message form on the same page, which asks for the sail date and reservation number. The page lists no chat and no U.S. mailing address for customer service. [Royal Caribbean: contact us](https://www.royalcaribbean.com/resources/contact-us)\n- If Royal Caribbean cancels a cruise, or delays embarkation by 3 or more days and you do not take the delayed or substitute sailing, it issues a future cruise credit automatically. You can ask for a refund instead within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier. [Royal Caribbean: cancellation and refund FAQ](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- Royal Caribbean says refunds usually post about 7 to 10 days after they are fully processed, and some take up to 30 days. Refunds go to the original card, or to the travel advisor if the advisor paid. [Royal Caribbean: refund timing FAQ](https://www.royalcaribbean.com/faq/questions/how-long-do-refunds-take-to-process), [Royal Caribbean: cancellation and refund FAQ](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- For claims other than injury, illness or death, the Ticket Contract requires a signed Notice of Dispute, sent by U.S. mail or courier to the Legal Department in Miami. AAA arbitration can start only after a 60-day informal resolution period. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- For a refund owed after a cancellation or long delay, federal rules require a written claim to the cruise line first. If the line has not resolved it within 180 days, or denies it, you can claim against the bond or other financial instrument the line keeps with the Federal Maritime Commission. [46 CFR 540.9](https://www.law.cornell.edu/cfr/text/46/540.9), [FMC: refunds from a cruise line](https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/)\n\n## What tends to work\n\n- Decide quickly between the credit and a refund after a cancellation. The credit is issued unless you ask for a refund within the 6-month window. [Royal Caribbean: cancellation and refund FAQ](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- Keep the booking confirmation. Bookings made before October 11, 2026 follow the cancellation schedule in the confirmation, not the new table in the contract. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- For small disputes, the arbitration clause says Royal Caribbean pays all AAA fees if the claims total US$750 or less and you met the notice and informal settlement requirements. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- For accessibility needs, submit the Guest Special Needs Form at booking and no later than 30 days before sailing (60 days for sign language interpreting). If no confirmation arrives within 24 hours, email special_needs@rccl.com or call 866-592-7225. [Royal Caribbean: Guest Special Needs](https://www.royalcaribbean.com/resources/guest-special-needs)\n\n## Traps and fine print\n\n- For bookings made on or after October 11, 2026, cancellation is free only 75 or more days before sailing (1 to 4 nights), 90 or more days (5 to 9 nights) or 120 or more days (10 or more nights). The charge is 100% at 30 days or less. Non-refundable deposits are kept even inside the free window. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Section 7.b lets Royal Caribbean skip or change ports and itineraries without compensation or refund, except for mechanical failures or where law requires otherwise. Section 7.e lets it substitute another ship. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Except for injury, illness or death, section 12.f limits Royal Caribbean's total liability to a future cruise credit no larger than the cruise fare paid. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Deadlines are short. For injury, illness or death, written notice is due within six months and suit within one year, in federal court in Miami (Southern District of Florida). All other claims must start in arbitration within one year, or they are barred. Class and representative proceedings are not allowed. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Liability for lost or damaged property is limited to $300.00 per guest unless you declare a higher value in writing and pay a 5% fee, with a $5,000 cap. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- No refund is given for cancellation after the cruise begins, early disembarkation or a no-show. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n\n## Scams that target customers\n\n- SmarterTravel (March 28, 2025) reported a Royal Caribbean guest who called a number in her booking paperwork. The person who answered said she had to pay her full balance before she could cancel. Royal Caribbean's real line, 800-256-6649, had no record of the call and said the deposit could be refunded minus the $100 penalty in her contract. [SmarterTravel](https://www.smartertravel.com/beware-of-this-cruise-cancellation-scam/)\n- Cruise Radio (December 6, 2024) reported two Florida women who paid more than $500 each through Cash App for a Royal Caribbean cruise offered on Facebook. They got fake reservation numbers, and Royal Caribbean had no bookings in their names. [Cruise Radio](https://cruiseradio.net/florida-women-warn-others-after-falling-for-fake-royal-caribbean-cruise-scam/)\n- The FTC warns of robocalls that promise free cruise tickets for taking a survey and then charge port taxes and fees ($59 per person in its January 2020 case). The alert does not name a cruise line. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell)\n- To check a number, compare it with the contact page on royalcaribbean.com. The U.S. accessibility and claims email addresses on Royal Caribbean's own pages end in @rccl.com. [Royal Caribbean: contact us](https://www.royalcaribbean.com/resources/contact-us), [Royal Caribbean: Guest Special Needs](https://www.royalcaribbean.com/resources/guest-special-needs)\n"},"siriusxm":{"meta":{"company":"siriusxm","title":"SiriusXM — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nYou can now cancel a direct-billed SiriusXM subscription online in the Account Center (Subscriptions tab), by 24/7 chat, or by phone, at least 24 hours before renewal. Ask for the pro-rata refund in the same contact if you are within 7 days of a monthly plan's start or 30 days of a non-monthly plan's start or renewal charge. If Apple, Google Play, Roku or T-Mobile bills you, cancel there. SiriusXM never asks for your password or Social Security number and does not take PayPal, Venmo, Zelle, Cash App or crypto.\n\n## How complaints actually go\n\n- Direct-billed subscribers can cancel in the Online Account Center on the Subscriptions tab, or by phone at 1-866-635-8641. [SiriusXM: manage or cancel service](https://www.siriusxm.com/help/manage-or-cancel-service)\n- Online chat is available 24/7 from the contact page; SiriusXM says to turn off an ad-blocker or switch browsers if chat does not load. [SiriusXM: contact us](https://www.siriusxm.com/contact-us)\n- In November 2024 a New York State court found that SiriusXM's cancellation process violated the federal Restore Online Shoppers' Confidence Act and ordered it to change its New York procedures so that subscribers \"are no longer required to speak or chat with a live agent in order to cancel.\" [New York Attorney General, November 22, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-stops-siriusxm-trapping-new-york-customers-unwanted)\n- The Attorney General's investigation found a six-part cancellation conversation with up to five retention offers; one complaint described a 40-minute chat and another a call of nearly 40 minutes. [New York Attorney General, November 22, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-stops-siriusxm-trapping-new-york-customers-unwanted)\n\n## What tends to work\n\n- Cancel online in the Account Center so no retention conversation is needed, and keep the confirmation number or email. [SiriusXM: manage or cancel service](https://www.siriusxm.com/help/manage-or-cancel-service)\n- Ask for the pro-rata refund when you cancel: monthly audio plans within 7 days of the start date, non-monthly plans within 30 days of the start or a renewal charge. After that, fees are non-refundable (Customer Agreement, section 3(b)). [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement)\n- Online subscriptions are covered by ROSCA's \"simple mechanisms\" requirement (rule `rosca-negative-option`); in New York, cancellation must be as easy as sign-up (rule `ny-automatic-renewal-law`). [15 U.S.C. 8403](https://www.law.cornell.edu/uscode/text/15/8403)\n\n## Traps and fine print\n\n- You must cancel at least 24 hours before the renewal date; an audio cancellation takes effect at the end of the current subscription period (sections 3 and 4). [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement)\n- Paid plans, including those that start with a free period, renew automatically at the rates in effect at renewal, and price changes take effect at the start of the next subscription period (sections 2(b) and 6(a)). [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement)\n- Some offers carry cancellation or early termination fees listed in the offer details, and plans with music channels may carry a U.S. Music Royalty Fee (section 8(d)). [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement)\n- SiriusXM publishes two numbers for cancelling audio subscriptions: 1-866-635-8641 on its help page and 1-866-635-2349 in the Customer Agreement. [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement)\n- Uninstalling the SiriusXM app does not cancel an Apple or Google Play subscription, and Roku and T-Mobile subscriptions must be cancelled with Roku or T-Mobile. [SiriusXM: manage or cancel service](https://www.siriusxm.com/help/manage-or-cancel-service)\n\n## Scams that target customers\n\n- SiriusXM says it will never ask for personal information such as passwords, Social Security numbers or Tax ID numbers, and it does not accept payments by PayPal, Venmo, Zelle, Cash App or cryptocurrency. [SiriusXM: is this message legitimate?](https://www.siriusxm.com/help/legitimate)\n- SiriusXM's U.S. domain is www.siriusxm.com. Do not call numbers or use links in a suspicious message; type siriusxm.com into the browser, use live chat, or call 1-800-689-6881. [SiriusXM: is this message legitimate?](https://www.siriusxm.com/help/legitimate)\n- Forward suspicious emails, and any URL you clicked, to reportphishing@siriusxm.com. [SiriusXM: is this message legitimate?](https://www.siriusxm.com/help/legitimate)\n"},"sofi":{"meta":{"company":"sofi","title":"SoFi — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nUse SoFi chat or call (855) 456-7634. Dispute a debit card charge you did not make online with Report an issue (posted, up to five transactions, last 92 days); SoFi Credit Card disputes go by phone to 844-945-7634. SoFi publishes no complaint escalation path, so a CFPB complaint is the main next step; in the 12 months to June 2026, 9.3% of CFPB complaints about SoFi closed with relief and all were answered on time. SoFi Bank is a national bank, so the OCC is the bank regulator. SoFi says it never contacts you first, so treat any unexpected \"SoFi\" message as suspect.\n\n## How complaints actually go\n\n- SoFi takes complaints and feedback by chat (virtual assistant 24/7, live team members during business hours) and by phone at (855) 456-SOFI (7634), Monday to Thursday 8 AM to 10 PM ET and Friday to Sunday 8 AM to 8 PM ET. The page gives no response time or escalation steps. [SoFi: complaints and feedback](https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback)\n- In writing, SoFi's legal page says customer complaints sent to its legal notices address (legalnotices@sofi.org) are forwarded to the appropriate complaints departments. [SoFi: subpoena and legal requests](https://www.sofi.com/subpoena-legal-requests/)\n- A CFPB complaint goes to SoFi for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n- The OCC takes complaints about national banks such as SoFi Bank, N.A. It asks you to try the bank first and cannot act as your attorney, get involved in litigated matters or seek monetary compensation. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- For a debit card charge you did not make, file online: select the transaction and choose Report an issue. The form covers posted transactions, five or fewer, from the last 92 calendar days; if the option is missing, chat with an agent. [SoFi: dispute a debit card charge](https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online)\n- For a SoFi Credit Card charge, call 844-945-7634 and speak with a representative to start an investigation. [SoFi: dispute a credit card charge](https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card)\n- A CFPB complaint after SoFi's channels fail: in the 12 months to June 2026, 279 of 3,426 complaints (8.1%) closed with monetary relief and 40 (1.2%) with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SOFI%20TECHNOLOGIES%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- Reporting a debit card transaction as fraudulent deactivates the SoFi debit card and its number, and SoFi orders a new card. [SoFi: dispute a debit card charge](https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online)\n- The online dispute form is only for charges you did not make. For a problem with goods or services, contact the merchant first, then chat with SoFi. [SoFi: dispute a debit card charge](https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online)\n- Provisional credit is not final. If no error is found, the bank can take the credit back after it tells you the date and amount, and must honor checks and preauthorized transfers for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"SOFI TECHNOLOGIES, INC.\" (all SoFi products): 3,426. Top products: checking or savings 2,207, money transfer or money service 266, personal loan 254, credit reporting 214, credit card 207, student loan 131. Top issues: managing an account 1,314, a company charging your account 372, closing an account 370, incorrect information on a report 122, fraud or scam 104, opening an account 104. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SOFI%20TECHNOLOGIES%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 3,426 complaints, 3,107 (90.7%) closed with explanation, 279 (8.1%) with monetary relief and 40 (1.2%) with non-monetary relief. All 3,426 were marked timely. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SOFI%20TECHNOLOGIES%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- SoFi says it will never ask for your password, one-time password or Social Security number, and will never reach out to you unless you reach out first. [SoFi: beware of scammers](https://www.sofi.com/blog/beware-of-scammers/)\n- Impersonators run fake \"SoFi India\" or \"SoFi China\" offices, fake social media accounts with words like bonus, giveaway or agent, fake apps priced in rupees or yuan, and messages posing as CEO Anthony Noto. Real SoFi staff use @sofi.com or @sofi.org email addresses. [SoFi: beware of scammers](https://www.sofi.com/blog/beware-of-scammers/)\n- Report impersonation to SoFi customer support at 855-456-7634 or by direct message to SoFi's official social media accounts, and give the impersonator no personal information. [SoFi: beware of scammers](https://www.sofi.com/blog/beware-of-scammers/)\n"},"southwest-airlines":{"meta":{"company":"southwest-airlines","title":"Southwest Airlines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nSouthwest has changed a lot since 2025: checked bags now cost money, and flight credits from tickets issued or changed on or after May 28, 2025 expire. Older Southwest documents that promise free bags are out of date. For a cancellation or significant change you can still take a refund instead of a flight credit. Expenses and LUV Vouchers after a disruption Southwest caused go through its reimbursement form within one year. Report a lost or delayed bag within 4 hours and damage in person within 24 hours.\n\n## How complaints actually go\n\n- Southwest's Contract of Carriage (58th revision, effective September 24, 2026) says a passenger whose flight is cancelled or significantly delayed or changed may get a refund to the form of payment if they do not fly, do not accept other transportation and do not choose to keep the value as a flight credit. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- The contract says credit card refunds are \"typically\" processed within seven business days and check refunds within 20 calendar days of the date Southwest decides a refund is due, and that a refund that needs a request must be asked for within one year of the ticket issue date. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- Ticket refunds go through Southwest's refund request form, and expense reimbursement or LUV Voucher requests through a separate form. [Southwest: request a ticket refund](https://support.southwest.com/helpcenter/s/request-ticket-refund), [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- DOT assessed Southwest a $140 million civil penalty in December 2023 for failing to give prompt refunds, flight status notices and customer service during the disruption after Winter Storm Elliott (December 21, 2022 to January 2, 2023). In December 2025 DOT replaced the last $11 million Treasury payment with a credit for operational investments; the order's $90 million in passenger vouchers from April 2024 to April 2027 was not changed. [DOT Order 2025-12-4](https://www.transportation.gov/sites/dot.gov/files/2025-12/Southwest%20Airlines%20-%20Order%202025-12-4.pdf)\n\n## What tends to work\n\n- For a disruption Southwest controls, the reimbursement form covers delays of three hours or more with a food voucher on request or reasonable meal costs, and lodging if no same-day flight is available. Attach receipts. [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- Southwest may issue a LUV Voucher when it cancelled or significantly delayed a flight for a reason it controls, the disruption happened less than eight days before departure, and you arrived three or more hours late. [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- With a baggage report number, Southwest refunds the bag charge if a bag is lost or delayed 12 or more hours after the flight arrives. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- If Southwest does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## Traps and fine print\n\n- Flight credits from tickets issued or changed on or after May 28, 2025 have an expiration date by which travel must be booked and flown. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- Reimbursement or voucher requests must be submitted within one year of the delayed or cancelled flight. [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- Lost or substantially delayed bags must be reported, and a baggage report number received, within 4 hours of arrival; damage must be reported in person at the airport within 24 hours. The Property Loss Claim form is due within 30 days of when Southwest issues it. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- Southwest does not pay for normal wear and tear such as cuts, scratches, scuffs, stains or dents, and pays the documented purchase price less depreciation, up to $4,700 standard liability. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n\n## By the numbers\n\n- July 2026: DOT received 280 complaint cases about Southwest; 62 were about flight problems and 47 about refunds. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: Southwest arrived on time 68.0% of the time (5th of 8), cancelled 1.1% of flights, and mishandled 0.35 bags per 100 enplaned (2nd best). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Southwest scored 77 out of 100, down from 80 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- A consumer reported to BBB Scam Tracker in July 2024 that a search for Southwest customer service led to a site imitating Southwest; the card charge showed \"Southwes\". [BBB Scam Tracker report](https://www.bbb.org/scamtracker/lookupscam/861690)\n- The BBB says fake airline numbers in search results lead to callers who claim fares went up or extra fees are due; get the number from the airline's own website. [BBB scam alert, June 2024](https://www.bbb.org/article/scams/20149-scam-alert-watch-out-for-airfare-scams-when-booking-your-trip)\n- The FTC says to contact airlines only through their official app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"spirit-airlines":{"meta":{"company":"spirit-airlines","title":"Spirit Airlines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nSpirit stopped flying on May 2, 2026, during its second Chapter 11 case, and cancelled all flights. Tickets bought from Spirit with a credit or debit card were to be refunded automatically. If that refund never arrived, the practical route is a dispute with your card issuer, then a DOT complaint. Bookings made through a travel agent are refunded by the agent. Vouchers, credits and Free Spirit points are handled in the bankruptcy case, not by the airline. Do not expect a working Spirit phone line or complaint form.\n\n## How complaints actually go\n\n- Spirit announced an orderly wind-down on May 2, 2026, saying \"All Spirit flights have been cancelled\" and that it \"will automatically process refunds for any flights purchased through Spirit with a credit or debit card\" to the original form of payment. [Spirit press release, May 2, 2026](https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html)\n- Spirit said guests who booked through a travel agent should ask the agent for the refund, and that compensation for vouchers, credits and Free Spirit points would be decided later in the bankruptcy process. It named spiritrestructuring.com for wind-down information. [Spirit press release, May 2, 2026](https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html)\n- Spirit Aviation Holdings, Spirit Airlines and affiliates filed Chapter 11 petitions on August 29, 2025 in the U.S. Bankruptcy Court for the Southern District of New York. [Spirit Aviation Holdings FY2025 Form 10-K](https://www.sec.gov/Archives/edgar/data/1498710/000162828026018265/flyy-20251231.htm)\n- DOT's advisory on Spirit (May 1, 2026) told passengers whose flight is permanently cancelled to ask their credit card company for a chargeback for services not rendered under the Fair Credit Billing Act, and to check travel insurance for insolvency coverage. [DOT Aviation Consumer Protection: What's New](https://www.transportation.gov/airconsumer/latest-news)\n\n## What tends to work\n\n- Card dispute: a charge for a flight that was not provided is a billing error if the card issuer receives your written notice within 60 days after the first statement that shows it (rule `fcba-billing-error`). Give the issuer the May 2, 2026 cancellation date and Spirit's refund statement. [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- If the ticket was bought through an online travel agency, DOT says the agent that is merchant of record must refund airfare for a cancelled flight; the merchant of record is the company shown on your card statement. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- DOT still accepts complaints about Spirit; in July 2026 it logged 26 complaint cases about Spirit, 23 of them about refunds. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n\n## Traps and fine print\n\n- Card disputes have deadlines that start from the statement date; waiting for an automatic refund can use up the 60-day billing-error window (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Vouchers, credits and Free Spirit points are not refunded automatically; their value depends on the bankruptcy process. Keep proof of every voucher, credit and points balance. [Spirit press release, May 2, 2026](https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html)\n\n## By the numbers\n\n- July 2026: DOT logged 26 complaint cases about Spirit, 23 about refunds; Spirit no longer appears in DOT's on-time and baggage tables. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Spirit scored 66 out of 100, the lowest of the airlines measured. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- When an airline shuts down, customers search for help lines. The FTC says not to assume a phone number in search results is real, to scroll past paid results and to type the company's address yourself. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n- The FTC warns that scammers pose as airline customer service on social media during disruptions; report impersonators at ReportFraud.ftc.gov. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n- The BBB reports fake airline phone numbers whose operators ask for card details and extra fees. Spirit said refunds for card purchases made through Spirit would be processed automatically. [BBB scam alert, June 2024](https://www.bbb.org/article/scams/20149-scam-alert-watch-out-for-airfare-scams-when-booking-your-trip), [Spirit press release, May 2, 2026](https://www.prnewswire.com/news-releases/spirit-airlines-begins-orderly-wind-down-of-operations-302760586.html)\n"},"state-farm":{"meta":{"company":"state-farm","title":"State Farm — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nState Farm has no dedicated complaint line: work through the assigned claim handler, keep everything in writing, and if a claim is denied, use the denial letter, which must name the policy language it relies on. When a claim stalls or the amount is too low, file a complaint with your state insurance department; in California the department says formal complaints are what let it take enforcement action, and it has charged State Farm General over its 2025 wildfire claims handling. State Farm will not ask for your passwords or for a fee to receive a dividend; forward suspicious emails to abuse@statefarm.com.\n\n## How complaints actually go\n\n- Contact lines: customer care 800-782-8332 (800-STATE-FARM), auto, home and property claims 800-732-5246 (800-SF-CLAIM), a 24/7 line at 800-440-0998, and a \"Leave a comment\" web form. The contact page lists no dedicated complaint line. [State Farm contact us](https://www.statefarm.com/customer-care/contact-us)\n- For a home or property claim, State Farm assigns a claim handler or team. If coverage does not apply, it sends a written letter explaining the specific policy language behind the denial. [State Farm home and property claims](https://www.statefarm.com/claims/home-and-property)\n- File a home claim as soon as possible after you find damage; the claims page gives no fixed number of days. [State Farm home and property claims](https://www.statefarm.com/claims/home-and-property)\n- The next step is your state insurance department. In California, file at insurance.ca.gov or call (800) 927-4357; the department says formal consumer complaints are required for it to take direct enforcement action. [California Department of Insurance, June 2025](https://www.insurance.ca.gov/0400-news/0102-alerts/2025/Commissioner-Lara-Launches-Investigation.cfm)\n- In May 2026 California filed an Accusation and Order to Show Cause against State Farm General after an examination of Los Angeles wildfire claims found 398 violations in 114 of 220 sampled claims, including late investigations, missed deadlines, low offers and repeated adjuster reassignments. Penalties would follow a hearing before an administrative law judge. [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n\n## What tends to work\n\n- Answer the denial letter point by point against the policy language it cites, and add your own evidence such as contractor estimates. [State Farm home and property claims](https://www.statefarm.com/claims/home-and-property) [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- File a formal complaint with the state, not only a phone call: in California 34 of the violations in the State Farm General case came from consumer complaints. [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n- For a dispute about the amount of a covered loss, check the policy for appraisal: each side hires an appraiser, an umpire decides differences, and the result binds both sides. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- Keep a log of every adjuster and every deadline; California's examiners cited adjuster reassignments (\"adjuster roulette\") and poor communication as violations. [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n\n## Traps and fine print\n\n- Appraisal costs money: you pay your own appraiser and half of the umpire's costs. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- State Farm dividend payments are handled with a partner, Verita, through sfdividend.com; statefarmdividend.com is not a State Farm site, and State Farm will not ask you to pay a fee to receive a dividend. [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n\n## By the numbers\n\n- California homeowners, State Farm General: 6.1 justified complaints per 100,000 earned exposures in 2025 (118 complaints), 11.9 in 2024 (254) and 1.6 in 2023 (37). [CDI homeowners complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/homecomposite.cfm)\n- California auto, State Farm Mutual Automobile: 3.1 justified complaints per 100,000 earned exposures in 2025 (121 complaints), 3.4 in 2024 (140) and 2.7 in 2023 (105). [CDI auto complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/autocomposite.cfm)\n- State Farm policyholders filed about 11,300 of the 38,835 residential claims from the 2025 Los Angeles wildfires. [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n\n## Scams that target customers\n\n- State Farm will not send unsolicited emails with attachments, will not require personal information by email or pop-up, and will not ask for your email or banking password. [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n- Fake State Farm websites and phone numbers exist, including look-alike domains such as statfarm.com; call your agent at a number you know is correct. [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n- Emails and texts offering car emergency kits, fire safety kits or dash cameras for a survey are not from State Farm. [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n- Forward suspicious State Farm emails to abuse@statefarm.com; you get an automatic reply but no personal response. [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n"},"stubhub":{"meta":{"company":"stubhub","title":"StubHub — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nStubHub's FanProtect Guarantee pays for an event that is cancelled and not rescheduled, but the terms let StubHub choose between a refund and a credit. A credit can be turned into a cash refund from StubHub Wallet. Postponed and rescheduled events are not refunded. Support runs through the signed-in account (My Tickets, chat in the app or website). For fee problems, the FTC fee rule has required all-in prices since May 12, 2025, and both the FTC and the DC Attorney General have acted against StubHub over fees.\n\n## How complaints actually go\n\n- Support starts in the account: StubHub says to check My Tickets for the status of an affected event, use live chat in the app or website, and reach phone support through the contact options in the account Help section, with the order number ready. [StubHub buyer guide, May 21, 2026](https://newsroom.stubhub.com/2026/05/21/what-to-do-if-your-event-gets-cancelled-a-buyers-guide/)\n- StubHub says its Customer Care team is available 24/7. [StubHub safety guide, August 31, 2026](https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/)\n- For an event cancelled with no new date, StubHub says you get a full refund, including all fees, to the original payment method or as StubHub credit, and that refunds are typically processed within 5–10 business days once the cancellation is confirmed. [StubHub buyer guide, May 21, 2026](https://newsroom.stubhub.com/2026/05/21/what-to-do-if-your-event-gets-cancelled-a-buyers-guide/)\n- StubHub's help article on canceled events (seen only as a search-result snippet, because the help center needs JavaScript) says to request a cash refund from StubHub Wallet by selecting \"Request cash refund\" on the credit, and that the refund goes to the original payment method within 10 business days. [StubHub Support: postponed, rescheduled, or canceled events](https://support.stubhub.com/articles/61000276300-postponed-rescheduled-or-canceled-events)\n- For tickets that do not arrive or do not work, FanProtect promises comparable tickets or your money back; StubHub gives no formal claim deadline but says to contact it as soon as possible, ideally the same day. [StubHub: FanProtect explained, July 29, 2026](https://newsroom.stubhub.com/2026/07/29/fanprotect-guarantee-explained/), [StubHub: ticket guarantees, August 20, 2026](https://newsroom.stubhub.com/2026/08/20/understanding-ticket-guarantees-what-every-fan-should-know/)\n\n## What tends to work\n\n- If StubHub gives a credit for a cancelled event, ask for cash instead. Attorneys general in California and DC settled with StubHub over its 2020 switch to credits, and the California settlement bars StubHub from failing to honor its existing refund policy unless a change is agreed with the consumer's informed consent. [California AG, August 22, 2024](https://oag.ca.gov/news/press-releases/attorney-general-bonta-announces-settlement-stubhub-over-ticket-refunds-during)\n- Document a problem at the event on the spot, with a photo or screenshot, and report it the same day. [StubHub: ticket guarantees, August 20, 2026](https://newsroom.stubhub.com/2026/08/20/understanding-ticket-guarantees-what-every-fan-should-know/)\n- Pay with a credit card. StubHub notes that card holders have recourse against fraudulent or unauthorized charges, while peer-to-peer payment apps generally cannot reverse a payment. [StubHub safety guide, August 31, 2026](https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/)\n- For fees, compare the total shown when you chose the tickets with the amount charged. The FTC rule requires resale platforms to show the total price up front (rule `ftc-junk-fees-rule`). [FTC: fee rule FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n- If you bought live-event tickets in the U.S. between May 12 and 14, 2025, the FTC says StubHub refunds certain fees automatically, with no action needed; eligible customers get an email from StubHub. [FTC consumer alert, April 2026](https://consumer.ftc.gov/consumer-alerts/2026/04/did-you-buy-tickets-stubhub-between-may-12-14-last-year)\n\n## Traps and fine print\n\n- The FanProtect terms (seen as a search-result snippet) let StubHub decide, in its sole discretion, between a full refund (including fees and shipping) and a credit for a cancelled event, unless the law requires a refund. [StubHub: FanProtect Guarantee terms](https://my.stubhub.com/legal?section=fp)\n- Postponed and rescheduled events are not refunded: the tickets stay valid for the new date, and the terms exclude partial performances and venue, date, lineup or time changes. [StubHub: FanProtect explained](https://newsroom.stubhub.com/2026/07/29/fanprotect-guarantee-explained/), [StubHub: FanProtect Guarantee terms](https://my.stubhub.com/legal?section=fp)\n- In late March 2020 StubHub replaced cash refunds for cancelled events with credits worth 120% of the order, including for buyers who bought under the old guarantee, and reversed course in May 2021. [California AG, August 22, 2024](https://oag.ca.gov/news/press-releases/attorney-general-bonta-announces-settlement-stubhub-over-ticket-refunds-during), [DC AG, September 14, 2021](https://oag.dc.gov/release/ag-racine-announces-settlement-stubhub-over)\n- The DC Attorney General's 2024 lawsuit says StubHub advertised a low price and added mandatory \"fulfillment and service\" fees late in checkout. Check the checkout total before you pay. [DC AG, July 31, 2024](https://oag.dc.gov/release/attorney-general-schwalb-sues-stubhub-deceptive)\n\n## By the numbers\n\n- April 9, 2026: StubHub agreed to pay $10 million to settle FTC charges that it left mandatory fees out of the first price displays after the fee rule took effect on May 12, 2025, including for NFL tickets around May 14, 2025. The order was entered April 10, 2026 (S.D.N.Y., No. 1:26-cv-02924). [FTC press release](https://www.ftc.gov/news-events/news/press-releases/2026/04/stubhub-refunding-10-million-fees-consumers-after-deceptive-ticket-pricing), [FTC case page](https://www.ftc.gov/legal-library/browse/cases-proceedings/252-3117-stubhub-holdings-ftc-v)\n- DC drip-pricing lawsuit (filed July 31, 2024): the DC AG estimates about $118 million in hidden fees on nearly 5 million tickets sold to District consumers since 2015. [DC AG](https://oag.dc.gov/release/attorney-general-schwalb-sues-stubhub-deceptive)\n- Status as of the quarter ended June 30, 2026: StubHub reports the DC matter as ongoing, with an $8.0 million accrued liability (up from $1.8 million at December 31, 2025). The Pennsylvania complaint about its all-in pricing feature survived a motion to dismiss on January 20, 2026, and the Pennsylvania AG proposed a settlement with injunctive relief and restitution on May 5, 2026. [StubHub Form 10-Q, Q2 2026](https://www.sec.gov/Archives/edgar/data/0001337634/000162828026056402/stub-20260630.htm)\n- COVID-era refunds: 7,867 DC consumers received over $3.6 million in refunds under the 2021 DC-led multistate settlement (with 10 other states), and the 2024 California settlement memorializes $20 million in cash refunds to more than 45,000 Californians plus a $295,000 penalty. [DC AG, 2021](https://oag.dc.gov/release/ag-racine-announces-settlement-stubhub-over), [California AG, 2024](https://oag.ca.gov/news/press-releases/attorney-general-bonta-announces-settlement-stubhub-over-ticket-refunds-during)\n- StubHub recorded $102.4 million of refund liabilities for canceled events as of June 30, 2026. [StubHub Form 10-Q, Q2 2026](https://www.sec.gov/Archives/edgar/data/0001337634/000162828026056402/stub-20260630.htm)\n\n## Scams that target customers\n\n- StubHub says that on StubHub you will never be asked to send money through a peer-to-peer app or wire cash directly. [StubHub safety guide, August 31, 2026](https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/)\n- StubHub warns of emails and texts that ask you to \"verify your account\" or \"confirm a purchase\", and of look-alike web addresses with a typo or an extra word. Type stubhub.com yourself or use the app. [StubHub safety guide, August 31, 2026](https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/)\n- The FTC fee refund for May 12–14, 2025 purchases is automatic; the FTC says StubHub emails eligible customers with a phone number and website. Check any contact in such an email against stubhub.com before you use it, and report suspected fraud at ReportFraud.ftc.gov. [FTC consumer alert, April 2026](https://consumer.ftc.gov/consumer-alerts/2026/04/did-you-buy-tickets-stubhub-between-may-12-14-last-year)\n"},"synchrony":{"meta":{"company":"synchrony","title":"Synchrony — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nSynchrony issues store cards, CareCredit and other co-brand cards, so start with the service number on the back of your card. A major money trap is deferred interest: if any promotional balance is left at the end of the period, interest is charged back to the purchase date. Fees and interest are a top CFPB complaint issue for Synchrony, and in the 12 months to June 2026 it answered 3.5% of CFPB complaints late, a higher share than Chase, Bank of America, Wells Fargo, Citi, Capital One or American Express. Synchrony is supervised by the OCC. It says it never emails you to ask for information.\n\n## How complaints actually go\n\n- A CFPB complaint goes to Synchrony for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 573 of 16,455 Synchrony complaints (3.5%) were not timely and 9 were still in progress. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SYNCHRONY%20FINANCIAL&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Synchrony Bank is a federal savings association supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- For a fraud concern, Synchrony lists 1-866-834-3205. [Synchrony: fraud protection](https://www.synchrony.com/legal/fraud-protection)\n\n## What tends to work\n\n- A CFPB complaint after Synchrony's own channel fails: in the 12 months to June 2026, 3,113 of 16,455 complaints (18.9%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SYNCHRONY%20FINANCIAL&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Before you accept a \"no interest if paid in full\" offer, check that you can pay off the deferred balance in full before the promotion ends; if a balance remains, interest going back to the purchase date is added to it. [CFPB: six tips for retail store credit cards](https://www.consumerfinance.gov/archive/blog/six-tips-when-offered-retail-store-credit-card/)\n\n## Traps and fine print\n\n- Deferred interest: if the promotional balance is not paid in full by the end of the promotion, the lender can charge interest calculated from the original purchase date, not just on the remaining balance. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/)\n- Store cards cost more: in 2022 the average private label APR was 27.7%, against 22.7% for general purpose cards, and in December 2024 new cards from the top 100 retailers averaged 32.66%. Synchrony is one of four banks that issue more than 80% of store cards. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/)\n- If Synchrony decides a charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- The CFPB's 2014 order against Synchrony (then GE Capital Retail Bank), which required about $225 million in relief for deceptive card marketing and for excluding borrowers from debt relief offers because of national origin, was terminated on May 12, 2025. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/synchrony-bank-fka-ge-capital-retail-bank/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"SYNCHRONY FINANCIAL\": 16,455. Top products: credit card 8,451, credit reporting 4,052, debt collection 3,278. Top issues: incorrect information on a report 2,400, a purchase shown on a statement 2,071, fees or interest 1,820, negative or legal action taken or threatened 1,738, improper use of a report 1,272. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SYNCHRONY%20FINANCIAL&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 16,455 complaints, 13,332 (81.0%) closed with explanation, 1,572 (9.6%) with non-monetary relief and 1,541 (9.4%) with monetary relief; 9 were in progress and 1 was an untimely response. 15,882 (96.5%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SYNCHRONY%20FINANCIAL&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Synchrony says: \"We will never email you with a request for information.\" If an email asks for private information, do not provide it. [Synchrony: fraud protection](https://www.synchrony.com/legal/fraud-protection)\n- Phishing emails that use Synchrony's name warn of unauthorized access or suspicious charges, threaten to suspend or deactivate the account, offer rewards for a survey, or announce changes to online services. [Synchrony: fraud protection](https://www.synchrony.com/legal/fraud-protection)\n"},"t-mobile":{"meta":{"company":"t-mobile","title":"T-Mobile — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall 611 or 1-800-937-8997, or use the T-Life app. A billing dispute must be in writing within 60 days to T-Mobile Customer Relations in Albuquerque, which also receives the Notice of Dispute required before arbitration. Accepting a credit ends the dispute, so check it covers everything first. The 5-Year Price Guarantee does not cover taxes and fees. Only the Primary Account Holder can create a port-out PIN.\n\n## How complaints actually go\n\n- Customer Service is 1-800-937-8997 (611 from a T-Mobile phone); the T-Life app has 24/7 support with live agent chat, and most SIM and eSIM changes must be done in T-Life. [T-Mobile contact us](https://www.t-mobile.com/contact-us)\n- Unless the law provides otherwise, you must notify T-Mobile in writing of a bill dispute within 60 days after you first receive the disputed bill or charge, or you may not pursue it in arbitration or court. The written address is T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- The same address takes the Notice of Dispute. Neither side may start a proceeding until 60 days after receipt; then arbitration goes through the AAA (letter to T-Mobile's registered agent and to the AAA), or small claims court. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Puerto Rico customers must raise billing disputes within 20 days of the bill; T-Mobile answers within 20 days and the Puerto Rico Telecommunications Bureau can review it within 30 calendar days. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n\n## What tends to work\n\n- T-Mobile's cancel page asks you to call first so it can review the account and offer options to keep you; use that call to negotiate. [T-Mobile cancel service](https://www.t-mobile.com/support/account/cancel-service)\n- On Last Month Price Lock (eligible plans activated January 18, 2024 to April 22, 2025) or the Un-contract Promise (accounts activated before April 28, 2022), if T-Mobile raises the price and you tell it within 60 days that you are leaving, it covers your final month's recurring charges. [T-Mobile price lock FAQ](https://www.t-mobile.com/cell-phone-plans/price-lock-faqs)\n- T-Mobile recommends paying the full amount due while charges are disputed, to avoid interruption and late fees; credits go on a future bill. [T-Mobile billing support](https://www.t-mobile.com/support/account/whats-impacting-your-bill/)\n- An eligible postpaid device is unlocked free after 40 days active on the line, once financing is paid off. [T-Mobile unlock policy](https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy)\n\n## Traps and fine print\n\n- Accepting a credit, refund or other compensation for a bill dispute fully and finally resolves it. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- The 5-Year Price Guarantee excludes taxes and fees, per-use charges, add-ons, third-party services and network management practices; surcharges can change regardless of any price promotion, with 14 days' notice for material adverse changes. [T-Mobile price lock FAQ](https://www.t-mobile.com/cell-phone-plans/price-lock-faqs) [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Porting out ends service immediately but you are charged for the full billing cycle, and cancelling can accelerate equipment installment or lease payments. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Device returns: 14 days in store, 20 days after shipping for phone or online orders; restocking fee $25 to $75 by device price. [T-Mobile return policy](https://www.t-mobile.com/responsibility/legal/return-policy)\n- Home Internet gateways must be returned within 14 days of cancelling or a non-return fee of up to $370 plus tax may apply. [T-Mobile cancel service](https://www.t-mobile.com/support/account/cancel-service)\n- The Terms promise no outage credit, and an arbitration or court proceeding must start within two years of the claim, where the law allows. [T-Mobile Terms and Conditions](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): T-Mobile 78 (76 in 2025), the top national carrier; T-Mobile 5G Home Internet 78; Metro by T-Mobile 78; Mint Mobile 79. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- On September 30, 2024 T-Mobile settled FCC investigations into breaches from 2021, 2022 and 2023 with a $15.75 million civil penalty and a $15.75 million cybersecurity investment. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-405937A1.pdf)\n\n## Scams that target customers\n\n- T-Mobile says it will never send a request for sensitive personal or account information, and tells customers not to confirm such data after an unsolicited email, text or call. [T-Mobile online safety](https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity)\n- Scam calls and texts claim suspicious activity on the account and ask you to \"verify\" by sharing your login, account number, PIN or one-time code. Forward scam texts to 7726 (SPAM) without editing them. [T-Mobile: help with scams](https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud)\n- Only the Primary Account Holder can create a Temporary Port Out PIN or remove Port Out Protection on a postpaid account, which blocks port-out fraud by other people. [T-Mobile: transfer your number](https://www.t-mobile.com/support/account/transfer-your-phone-number/)\n"},"temu":{"meta":{"company":"temu","title":"Temu — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nTemu support runs only through the signed-in support center in the app or on temu.com; no phone number is published on the pages checked. Report a missing package within 90 days of the order date and start returns within 90 days of purchase, and choose a refund to your original payment method if you do not want Temu credit. Temu support is free, and Temu does not ask for extra fees by text or email after you order, so a \"customs fee\" or \"free gift\" payment request is a scam.\n\n## How complaints actually go\n\n- Order problems go through the support center (\"Contact us\"): select the order, then \"missing item/parts\" or \"package shows delivered but not received\". [Temu support center](https://www.temu.com/support-center.html)\n- If a package has not arrived, or tracking shows delivered but you did not get it, Temu says to contact customer service immediately and within 90 days of the order date. [Temu shipping info](https://www.temu.com/shipping-info.html)\n- Before arbitration, Temu's terms (last updated November 7, 2025) require an informal dispute notice by email to dispute@temu.com or by mail to Whaleco Inc. in Boston. [Temu Terms of Use](https://www.temu.com/terms-of-use.html)\n- In September 2025 the FTC announced a case under the INFORM Consumers Act alleging that Temu gave no telephone option for reporting suspicious activity and made its reporting tool hard to reach. Under the proposed order Temu would pay a $2 million civil penalty and offer a phone reporting line. [FTC press release, September 5, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/09/online-marketplace-temu-pay-2-million-penalty-alleged-inform-act-violations)\n- The FTC case page lists the order as proposed and the case as pending (last updated September 8, 2025). [FTC case page: Whaleco, Inc. d/b/a Temu](https://www.ftc.gov/legal-library/browse/cases-proceedings/232-3096-whaleco-inc-dba-temu-us-v)\n\n## What tends to work\n\n- Most items can be returned within 90 days of purchase; send the package within 14 days after you submit the return request. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- The first return from each order ships free, so return everything from one order together; later returns from the same order cost $7.99 plus tax, deducted from the refund. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- Eligible fresh food that arrives damaged or defective can be refunded if you ask within 72 hours of delivery. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n\n## Traps and fine print\n\n- Temu credit refunds are faster but generally cannot be reversed or cashed out; refunds to the original payment method can take 5-14 business days (up to 30 days) depending on the bank. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- Electronics may have a 45-, 60- or 90-day return window depending on the seller. [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- You can opt out of Temu's arbitration agreement only within 30 days of first becoming subject to it, by notice to the Whaleco Inc. Boston address. [Temu Terms of Use](https://www.temu.com/terms-of-use.html)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): Temu scored 74 out of 100, down from 75; the online retail industry average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- Temu says it will not ask you to pay additional fees by email or text after you place an order, for example for a free gift or customs clearance; official emails do not ask for your password, card security code, card number, PIN or Social Security number. [Temu: how to recognize scam emails](https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html)\n- Temu lists its email sender domains as temu.com, temuemail.com, temumail.com, temuofficial.com and temufavor.com; forward suspicious emails to reportphishing@temu.com. [Temu: how to recognize scam emails](https://www.temu.com/support/c3/how-to-recognise-scam-emails-f-208-s-2039.html)\n- Callers who claim to be \"Temu Customer Service\" and push for payment by wire, gift card, crypto or payment app; Temu says it will not call out of the blue for your card number or ask you to transfer money. [Temu: telephone scams](https://www.temu.com/support/c3/beware-of-various-telephone-scams-and-how-to-deal-with-them-f-208-s-4387.html)\n- Third-party websites that charge for \"Temu support\"; Temu says its customer support is always free. [Temu: customer support is always free](https://www.temu.com/support/c3/temu-customer-support-is-always-free-f-208-s-7911.html)\n- Report fake Temu ads, accounts, sites or financial fraud through Temu's report form. [Temu: report something suspicious](https://www.temu.com/support/c3/report-something-suspicious-on-temu-f-208-s-1841.html)\n"},"ticketmaster":{"meta":{"company":"ticketmaster","title":"Ticketmaster — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nTicketmaster refunds a cancelled event automatically, but the Event Organizer decides whether a postponed, rescheduled or moved event gets refunds at all; if it does not, the tickets simply stay valid for the new date. Watch for the event-change email and the Request Refund button in your account, and check a request before you submit it, because refund requests cannot be changed. If a cancelled event is not refunded, a card dispute is the strongest next step. Buy only on ticketmaster.com or the venue's own site; the BBB has warned about lookalike sites.\n\n## How complaints actually go\n\n- Fan Support answers by phone at 1-800-653-8000 (Monday to Friday 9 a.m.–11:30 p.m., Saturday 9 a.m.–10 p.m., Sunday 9 a.m.–9 p.m., EST as the page states). Chat opens only from an order in My Tickets after you sign in; people who cannot sign in use the Email Us option or a form. [Ticketmaster: How to get help or contact us](https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us)\n- Ticketmaster says \"The Event Organizers determine refund guidelines.\" A Request Refund button appears on the order only when the organizer offers refunds, and the refund should appear within 5-7 business days. [Ticketmaster: Is my order eligible for refunds?](https://help.ticketmaster.com/hc/en-us/articles/9672063923345-How-do-I-know-if-my-order-is-eligible-for-refunds)\n- For a cancelled event no action is needed; the refund goes to the original payment method once Ticketmaster receives the organizer's funds and should appear within 14-21 days. MLB games, the Masters and the US Open Tennis Championships are listed as exceptions. [Ticketmaster: What happens if my event is canceled?](https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled)\n- For a postponed event the tickets stay valid while the organizer decides whether to reschedule or cancel; refunds depend on the organizer's policy for that event. [Ticketmaster: What happens if my event is postponed?](https://help.ticketmaster.com/hc/en-us/articles/9784866185745-What-happens-if-my-event-is-postponed)\n- The DOJ's antitrust case (S.D.N.Y. 1:24-cv-03973, filed May 23, 2024) ended for the DOJ in a settlement: a Notice of Settlement on March 9, 2026 and a Proposed Final Judgment on June 12, 2026. The DOJ case page lists no final judgment as of October 13, 2026. [DOJ case page](https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc)\n- The states that continued the trial won a jury verdict on April 15, 2026 that Live Nation violated the antitrust laws through monopoly power in primary ticketing; the court must still decide remedies. [NAAG case summary](https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/), [Thompson Coburn, April 28, 2026](https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/)\n- The FTC and seven states sued Live Nation and Ticketmaster on September 18, 2025 in the Central District of California over prices and ticket limits. The FTC's case page lists an Order Denying Motion to Dismiss and shows the case as pending (page last updated September 30, 2026). [FTC case page](https://www.ftc.gov/legal-library/browse/cases-proceedings/ticketmaster)\n\n## What tends to work\n\n- For a rescheduled or moved event, read the event-change email and look for a Request Refund button on the order; the organizer may offer refunds \"In some instances\", and the page gives no deadline, so act when the option appears. [Ticketmaster: Rescheduled or moved events](https://help.ticketmaster.com/hc/en-us/articles/9784889055889-What-happens-if-my-event-is-rescheduled-or-moved)\n- If you got tickets through Ticket Transfer, transfer them back to the original purchaser; Ticketmaster refunds only the person who bought from it. [Ticketmaster: Refunds for transferred tickets](https://help.ticketmaster.com/hc/en-us/articles/9715611361425-Can-I-get-a-refund-if-I-receive-a-ticket-through-Ticket-Transfer)\n- Compare the advertised price with the checkout total. Since May 12, 2025 the FTC fee rule (rule `ftc-junk-fees-rule`) requires the total price with all mandatory fees to be shown more prominently than other prices. [16 CFR 464.2](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2)\n- If a cancelled event is not refunded, send the card issuer a written billing-error dispute within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps and fine print\n\n- \"All requests for refunds are final and cannot be changed once initiated.\" [Ticketmaster: When my refund is approved](https://help.ticketmaster.com/hc/en-us/articles/9785043299601-What-happens-when-my-refund-is-approved)\n- Organizer-approved refunds cover the whole order; partial refunds are not offered. Fan Club memberships and merchandise already shipped or delivered are not refunded. [Ticketmaster: How do I request a refund?](https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund)\n- Sellers on Ticketmaster resale pay for the buyer's refund: for a cancelled event Ticketmaster charges the seller's card on file. [Ticketmaster: Sold tickets and event changes](https://help.ticketmaster.com/hc/en-us/articles/9715663040785-What-happens-if-I-ve-sold-my-tickets-and-the-event-is-canceled-postponed-or-rescheduled)\n- Third-party resale tickets on Ticketmaster are final unless the event is cancelled; hard-stock tickets must be mailed back before a cancelled-event refund. [Ticketmaster: Third-party resale tickets](https://help.ticketmaster.com/hc/en-us/articles/9781090147985-Third-Party-Resale-Tickets-Everything-You-Need-to-Know)\n- The help articles on cancelled events do not say whether service, order processing or delivery fees are refunded; they point to the Purchase Policy (effective August 12, 2025), which loads only with a script. [Ticketmaster Purchase Policy](https://legal.ticketmaster.com/purchase-policy/)\n\n## By the numbers\n\n- The FTC alleges that mandatory fees can reach 44% of a ticket's cost, that fees totaled $16.4 billion from 2019 to 2024, and that consumers spent more than $82.6 billion on Ticketmaster tickets in that period. These are allegations in a pending case. [FTC press release, September 18, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/09/ftc-sues-live-nation-ticketmaster-engaging-illegal-ticket-resale-tactics-deceiving-artists-consumers)\n- The April 2026 verdict form found that the conduct overcharged fans in 22 states by $1.72 per ticket. [Thompson Coburn, April 28, 2026](https://www.thompsoncoburn.com/insights/live-nation-and-ticketmaster-found-liable-for-antitrust-violations-by-federal-jury/)\n\n## Scams that target customers\n\n- The BBB reports lookalike websites with names similar to Ticketmaster in search results that take card details, overcharge (one buyer was charged three times the ticket price), and send tickets in someone else's name or none. Type the address yourself and pay by credit card. [BBB scam alert, May 9, 2023](https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams)\n- After its data security incident, Ticketmaster told customers to be cautious of unsolicited emails from unknown senders and of phone requests for personal information. It notifies affected customers by email or first-class mail and offers them 12 months of free identity monitoring. [Ticketmaster: Data Security Incident](https://help.ticketmaster.com/hc/en-us/articles/26110487861137-Ticketmaster-Data-Security-Incident)\n- Fan Support's own number is 1-800-653-8000, listed in Ticketmaster's help center; use it rather than a number from a search ad or social media. [Ticketmaster: How to get help or contact us](https://help.ticketmaster.com/hc/en-us/articles/9605825450129-How-to-get-help-or-contact-us)\n"},"transunion":{"meta":{"company":"transunion","title":"TransUnion — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute each wrong item with TransUnion first (online or by mail), keep the confirmation, and also dispute with the lender that reported it. If that fails, a CFPB complaint is the next step: in the 12 months to June 2026 TransUnion closed 45.0% of CFPB complaints with non-monetary relief, such as a correction, and through mid-2025 it took about 40 days on average to answer. Renters should know TransUnion's tenant screening unit was ordered to pay $15 million in 2023 over eviction record accuracy. If your data was in TransUnion's July 2025 breach, use the free monitoring it offers and freeze your credit. Get free reports only at AnnualCreditReport.com.\n\n## How complaints actually go\n\n- A CFPB complaint goes to TransUnion, which has up to 60 days to respond. TransUnion consistently took about 40 days on average from 2022 to mid-2025; in the most recent months the CFPB studied (to June 2025), all three nationwide bureaus averaged more than 50 days. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n- About 90% of consumers who complain to the CFPB about a bureau say they disputed with it first; TransUnion's confirmation of a prior dispute rose from about 5% to 30% in 2022 and stayed near 30% through mid-2025. File the dispute with TransUnion first and keep the confirmation before you go to the CFPB. [CFPB FCRA 611(e) report, December 2025](https://files.consumerfinance.gov/f/documents/cfpb_fcra-611e-report_2025-12.pdf)\n- The CFPB's 2022 lawsuit against TransUnion and a former executive (filed April 12, 2022) was voluntarily dismissed with prejudice on February 28, 2025; the CFPB's page describes no settlement or payment. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/transunion-et-al/)\n\n## What tends to work\n\n- A CFPB complaint after a failed dispute: in the 12 months to June 2026, 916,146 of 2,037,349 TransUnion complaints (45.0%) closed with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=TRANSUNION%20INTERMEDIATE%20HOLDINGS%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If a freeze or lock request did not take effect, say so in writing with dates. A 2023 CFPB order found TransUnion failed to place or remove freezes and locks on time and told some consumers their requests had succeeded when they had not; it paid $3 million in redress and a $5 million penalty. The order was terminated on November 3, 2025. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/transunion-trans-union-llc-and-transunion-interactive-inc/)\n- Write the complaint yourself and keep it accurate. In 2025 companies returned about 469,800 CFPB complaints as suspected fraud and 63,200 as coming from an unauthorized third party; one nationwide bureau accounted for more than 90% and more than 60% of these returns. The company takes no action on a returned complaint, and it is not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Traps and fine print\n\n- Tenant screening reports: in 2023 the CFPB and FTC found TransUnion Rental Screening Solutions did not follow reasonable procedures for the accuracy of eviction records and did not name the vendors that supplied criminal and eviction records in consumer disclosures. The order required $11 million in redress and a $4 million penalty. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/transunion-rental-screening-solutions-inc-and-trans-union-llc/)\n- Credit repair companies cannot remove accurate information, and it is illegal for them to charge you before they help you. Anything they can do legally, you can do yourself for little or no cost. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- Credit reporting complaints to the CFPB in 2025 were 182% above the monthly average of the prior two years; the CFPB links the growth partly to third parties, including credit repair organizations and social media \"finfluencers\", using the complaint process. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"TRANSUNION INTERMEDIATE HOLDINGS, INC.\": 2,037,349, the most of any company in the database, of which 2,014,919 were about credit or consumer reports. Top issues: incorrect information on a report 1,195,073, improper use of a report 454,514, the company's investigation into an existing problem 360,082. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=TRANSUNION%20INTERMEDIATE%20HOLDINGS%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those complaints, 1,121,200 (55.0%) closed with explanation, 916,146 (45.0%) with non-monetary relief and 1 with monetary relief; 2 were in progress. All were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=TRANSUNION%20INTERMEDIATE%20HOLDINGS%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- July 28, 2025 breach: names, Social Security numbers and dates of birth of 4,461,511 people were stored in a third-party application that was breached; TransUnion said its core credit database and credit reports were not involved, and offered 24 months of free credit monitoring. [SecurityWeek, August 29, 2025](https://www.securityweek.com/transunion-data-breach-impacts-4-4-million/)\n\n## Scams that target customers\n\n- Fake free-report sites: there is only one authorized place for the free credit reports you are entitled to by law, AnnualCreditReport.com. Other sites pretend to be associated with it, use \"free report\" in their names, or misspell the address. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- AnnualCreditReport.com and the credit bureaus will not email you asking for your Social Security number or account information; a call from someone claiming to be from a credit bureau is probably a scam. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- Credit repair scams insist you pay before they help, tell you not to contact the credit bureaus, or tell you to dispute accurate information or file a false identity theft report. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n"},"txu-energy":{"meta":{"company":"txu-energy","title":"TXU Energy — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nTXU is a Texas retail electricity provider: it handles your bill and contract, while the local wires company (such as Oncor or CenterPoint) handles outages and meters. Complain to TXU first; TXU must investigate and report within 21 days, and a supervisory review must be answered within 10 business days. Then file with the Public Utility Commission of Texas, which stops collection and disconnection for the disputed amount while the complaint is open. Moving out is not a reason to pay an early cancellation fee if you give proof of the move. TXU never asks you to buy a prepaid card and never demands immediate payment by phone.\n\n## How complaints actually go\n\n- TXU Energy customer care is available 24/7 at 800-242-9113. [TXU Energy fraud awareness](https://www.txu.com/fraud-awareness)\n- TXU must investigate a complaint and report the results within 21 days; if you ask for a supervisory review, it must be answered within 10 business days. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- While an informal billing complaint is pending at the PUCT, TXU may not start collection or disconnection for the disputed amount or report it to a credit bureau; it may still disconnect after notice for the undisputed part. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- Outages and power lines are the job of the local transmission and distribution utility, not TXU; report outages there. [TXU Energy: power outage](https://www.txu.com/help/support/power-outage)\n- Identity theft and account fraud go to TXU's Customer Protection team: customerprotection@txu.com or 877-460-7060 (Monday-Friday, 8 a.m.-5 p.m.); TXU says to expect a reply within two business days. [TXU Energy: protect yourself](https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself)\n\n## What tends to work\n\n- If you move, TXU charges no early cancellation fee when you give evidence of the move and a forwarding address. There is also no fee if you cancel within 14 days after a notice of changed terms or within 14 days of the contract's expiration date. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- New customers who switched to TXU can rescind without fees before midnight of the third federal business day after receiving the terms of service. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- A Critical Care customer is protected from disconnection for nonpayment for 63 days from the bill's issue date if the physician contacts TXU, sends a written statement, and the customer enters a deferred payment plan. Critical Care and Chronic Condition households get written disconnection notice at least 21 days ahead. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- TXU may not disconnect for nonpayment during an extreme weather emergency, or when an energy assistance provider will pay enough by the final due date and you have paid or arranged the rest. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- Ask about the deposit: TXU says it may waive it for customers 55 or older, victims of family violence with a prescribed letter, and medically indigent customers with proof, and a deposit can be split into two equal installments. [TXU Energy deposits](https://www.txu.com/help/support/deposits)\n\n## Traps and fine print\n\n- TXU may charge a disconnect notice fee of up to $20 per notice and a disconnect recovery charge of up to $30 if the bill is not paid before the disconnection date. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- Variable-price plans can change price after the first billing cycle without advance notice. When a fixed-rate plan ends and you do nothing, service continues on a month-to-month product. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- The early cancellation fee is in the plan's Electricity Facts Label, and TXU may charge it if it ends the contract after a disconnection. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- Disconnection requires written notice at least 10 days before the disconnection date, mailed no earlier than the day after the due date; act on the notice before that date. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n\n## Scams that target customers\n\n- TXU phone agents never ask you to buy a prepaid card and call back with its number, never call demanding immediate payment under threat of shutoff, and never ask for more than the last four digits of your Social Security number. [TXU Energy promise](https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx)\n- TXU door-to-door agents never take any payment, never ask to come inside and never ask for a driver's license or Social Security number; confirm an agent at 855-979-1151. [TXU Energy promise](https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx)\n- TXU will never ask for personal information by email; forward suspicious emails to fraudgroup@txu.com. [TXU Energy suspicious email alert](https://www.txu.com/fraud-awareness/suspicious-email-alert)\n- Fake retail electricity websites and social media pages offer impossible prices such as $75 every 30 days; check a provider's certification with the PUCT before signing up. [TXU Energy: protect yourself](https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself)\n"},"uber":{"meta":{"company":"uber","title":"Uber — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nUber has no customer service phone line for riders; every ride or Uber Eats problem goes through Help in the app or on help.uber.com while signed in. Dispute a wrong charge there within 30 days, or Uber's Terms say you waive the right to dispute it later. End Uber One in the app (Uber One, Manage Membership, End Membership) before the cycle renews. The FTC and 21 states plus DC are suing Uber over Uber One sign-ups and cancellation; the case is pending.\n\n## How complaints actually go\n\n- Uber says it does not offer a customer service phone number for riders; riders sign in to get personalized support. [Uber Help: riders](https://help.uber.com/riders)\n- Uber's Terms ask you to report or dispute a charge through the Help tab within 30 days after the charge, unless the app gives a different timeframe; otherwise you waive the right to dispute it later. [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en)\n- Before arbitration, the Terms require written notice to Uber's Legal Department and an informal dispute resolution conference within 60 days after the notice is received. [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en)\n- In April 2025 the FTC sued Uber, alleging Uber One enrollments without consent, charges before free trials ended, and a cancellation path of up to 23 screens and 32 actions, in violation of the FTC Act and ROSCA. [FTC press release, April 21, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/04/ftc-takes-action-against-uber-deceptive-billing-cancellation-practices)\n- On December 15, 2025 the FTC, 21 states and the District of Columbia filed an amended complaint seeking civil penalties under ROSCA and state laws; the court will decide the case. [FTC press release, December 15, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/12/ftc-states-file-amended-complaint-against-uber-deceptive-billing-cancellation-practices)\n\n## What tends to work\n\n- Open Help in the app, select the exact trip or order, and report the charge problem inside the 30-day window. [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en)\n- If you cancel Uber One within 24 hours before the renewal day and the next payment has already processed, Uber issues an automatic refund. [Uber One terms](https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en)\n- If Uber does not reverse a charge for a ride or order not provided as agreed, dispute it with your card issuer within 60 days after the first statement that shows it (rule `fcba-billing-error`). [FTC: using credit cards and disputing charges](https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges)\n\n## Traps and fine print\n\n- Except where the law says otherwise, the Uber One charge is non-refundable once the billing cycle begins; free-trial benefits end immediately when you cancel. [Uber One terms](https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en)\n- The Uber One page lists $9.99 a month, with a 4-week free trial for eligible first-time members. [Uber One](https://www.uber.com/us/en/uber-one/)\n- Uber's Terms say charges are final and non-refundable unless Uber or the provider decides otherwise, and amounts for lost and found goods are non-refundable. [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en)\n\n## Scams that target customers\n\n- Uber says its employees will never contact you by email or phone to ask for your account information, including your password or email address. [Uber: keeping your account safe](https://help.uber.com/riders/article/keeping-your-uber-account-safe?nodeId=f05a47d0-f435-4872-91bc-6a36bcab668b)\n- Phishing emails and texts link to a counterfeit Uber login page; check that the address bar shows https://www.uber.com before you sign in. [Uber: keeping your account safe](https://help.uber.com/riders/article/keeping-your-uber-account-safe?nodeId=f05a47d0-f435-4872-91bc-6a36bcab668b)\n- Drivers and delivery people have received fake texts that claim to be from Uber and ask them to check their details on a fake site; Uber says never to click these links or give account information. [Uber: report SMS phishing](https://help.uber.com/en/driving-and-delivering/article/report-sms-phishing-?nodeId=1e43d597-8c5b-4db1-b082-53dce11ec50e)\n"},"united-airlines":{"meta":{"company":"united-airlines","title":"United Airlines — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nUnited separates money into two routes: the refund form for tickets, bag fees and paid extras, and the Customer Care form for complaints and reimbursement of disruption expenses. Using the wrong one slows things down. For a cancelled or significantly changed flight you can choose a refund to your card over a travel certificate. If United does not resolve a written complaint, file with the U.S. DOT. Bag claims depend on a report made within 24 hours (domestic) and a file reference number.\n\n## How complaints actually go\n\n- The refund form handles tickets, bag fees, Wi-Fi and other purchases. United says to allow up to seven business days for a credit card refund and up to 20 days for other payment types, and that refunds go to the original form of payment unless you ask for an electronic travel certificate. [United: refunds](https://www.united.com/en/us/refunds)\n- Complaints, feedback and reimbursement of expenses after a disruption go through the Customer Care form; the refund page says not to use the refund form for these. [United: Customer Care](https://www.united.com/en/us/customer-care)\n- United's Contract of Carriage (revised September 30, 2026) says a complaint filed by a third party must include a signed letter from the customer or a power of attorney, or United will not reply. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- Delayed, lost and damaged bags run through a bag report, then claim forms that need the file reference number and last name. United says to report delayed bags within 24 hours of arrival in the U.S. and to claim reimbursement within 45 days (domestic) or 21 days (international). [United: bag help](https://www.united.com/en/us/baggage/bag-help)\n- If United does not resolve the complaint, DOT directs United to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- For a cancellation or significant change, ask for the refund through the refund form rather than accepting a certificate; the refund rule requires a refund if you decline the alternatives (rule `dot-refunds-rule`). [14 CFR 260.6](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6)\n- United refunds bag fees automatically when a bag is delayed more than 12 hours on a domestic flight, 15 hours on an international flight under 12 hours, or 30 hours on a longer one. Check the card statement before you file. [United: bag help](https://www.united.com/en/us/baggage/bag-help)\n- Keep dated receipts. United covers reasonable and necessary clothing and toiletries while a bag is delayed and you are away from home, and needs receipts showing items and costs. [United: bag help](https://www.united.com/en/us/baggage/bag-help)\n- For a delay United caused, ask at the airport for what its customer service plan promises, such as meal vouchers; DOT says airlines must follow their plans and will hold them accountable. [DOT Airline Cancellation and Delay Dashboard](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard)\n\n## Traps and fine print\n\n- Contract of Carriage Rule 24 says that after a schedule change United may rebook you, reroute you on another carrier only if all United service between the cities is cancelled, or let you apply the ticket value to United travel within one year from the date of issue. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- United is not liable to reimburse food bought on your own if it offered meal vouchers and you did not accept them. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- Refund requests for paid extras that were not provided must be made within 90 days of the payment date or the flight date, whichever is later. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- United does not pay for damage that does not stop a bag from working, such as cuts, scratches, scuffs, dents or marks from normal handling. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- United's own pages disagree on two values: the bag help page gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR, which matches the current treaty limit (rule `montreal-convention-baggage`). [United: bag help](https://www.united.com/en/us/baggage/bag-help), [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n\n## By the numbers\n\n- July 2026: DOT received 966 complaint cases about United, the second most of any U.S. airline; 278 were about refunds and 241 about flight problems. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: United's network arrived on time 72.2% of the time (2nd of 8), cancelled 2.7% of flights, and mishandled 0.80 bags per 100 enplaned, the highest rate among the ranked marketing carriers. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: United scored 75 out of 100, up from 73 in 2025; the airline industry scored 76. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- The BBB reported a traveler who bought discounted United tickets from a third-party seller, then got a call saying the flight was cancelled and asking for $80 more to rebook on another airline. United had not cancelled the flight. [BBB scam alert](https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets)\n- The FTC warns of fake airline customer service accounts on social media during disruptions. Contact United through its own app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n- United's official text channel is the short code 32050 (text UNITED), listed in its Help Center. [United: Help Center](https://www.united.com/en/us/fly/help-center.html)\n"},"unitedhealthcare":{"meta":{"company":"unitedhealthcare","title":"UnitedHealthcare — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nCall the number on your member ID card and get the denial in writing, then appeal: most commercial plans follow the federal 180-day internal appeal and 4-month external review rules, and Medicare Advantage plans have their own Medicare steps. Appeal even when it feels pointless: federal investigators found that UnitedHealthcare overturned 99.7 percent of appealed Medicare Advantage denials for skilled nursing facility admission in June 2024. In California, grievances go through UnitedHealthcare's online form, then to the Department of Managed Health Care and Independent Medical Review.\n\n## How complaints actually go\n\n- Members should sign in to their plan account or call the number on their health plan ID card; people without a card use the Contact UnitedHealthcare page. UnitedHealth Group's main number is (800) 328-5979. [UnitedHealth Group contact](https://www.unitedhealthgroup.com/contact-us.html)\n- Appeals, grievances and requests for ERISA plan documents can be filed online (Empire, UHC West, Oxford and other employer and individual plans; not behavioral health, dental or vision except individual family plans). [UnitedHealthcare appeals and grievances form](https://memberforms.uhc.com/Memberappealsandgrievances.html)\n- California: submit a grievance within 180 calendar days of the incident; UnitedHealthcare acknowledges within 5 calendar days and answers a standard grievance within 30 calendar days, or 3 calendar days if urgent. Members may also qualify for Independent Medical Review through the DMHC. [UnitedHealthcare appeals and grievances form](https://memberforms.uhc.com/Memberappealsandgrievances.html)\n- For other commercial plans, the federal rules give 180 days to file an internal appeal and 4 months after the final denial to ask for external review, which the insurer must follow. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/) [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n\n## What tends to work\n\n- Appeal Medicare Advantage post-acute care denials. In June 2024, UnitedHealth Group denied 12.9 percent of skilled nursing facility admission requests and overturned 99.7 percent of the denials that were appealed; it received 42 percent of all such appeals among the 19 insurers studied. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n- Its contractor naviHealth, a UnitedHealth Group subsidiary, processed half of all skilled nursing requests in the study and denied 14 percent; 97 percent of naviHealth denials that were appealed were overturned. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n- In Medicaid managed care, UnitedHealth overturned 81 percent of appealed prior authorization denials in 2025 data. [KFF, August 2026](https://www.kff.org/patient-consumer-protections/prior-authorization-metrics-provide-new-insights-into-insurer-practices-but-gaps-remain/)\n- In urgent cases, file the internal appeal and the external review request at the same time. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/)\n\n## Traps and fine print\n\n- Member phone numbers and appeal addresses are plan-specific; use the ID card and the denial letter rather than a number from a search result. [UnitedHealth Group contact](https://www.unitedhealthgroup.com/contact-us.html)\n- The online appeal form does not cover behavioral health, dental or vision services, except for individual family plans. [UnitedHealthcare appeals and grievances form](https://memberforms.uhc.com/Memberappealsandgrievances.html)\n- Federal employees in California have grievance rights through the Office of Personnel Management instead of the DMHC. [UnitedHealthcare appeals and grievances form](https://memberforms.uhc.com/Memberappealsandgrievances.html)\n\n## By the numbers\n\n- 2025 prior authorization data: UnitedHealth denied 17 percent of standard requests in Medicare Advantage, 11 percent in Medicaid managed care and 21 percent in the ACA Marketplace. [KFF, August 2026](https://www.kff.org/patient-consumer-protections/prior-authorization-metrics-provide-new-insights-into-insurer-practices-but-gaps-remain/)\n- In a July 14, 2026 letter, Senators Blumenthal and Hawley of the Senate Permanent Subcommittee on Investigations cited an HHS OIG report finding that UnitedHealthcare denied 66 percent of inpatient rehabilitation facility admission requests, against an average of 41 percent at 16 smaller Medicare Advantage insurers. [Senate PSI letter to UnitedHealthcare](https://www.hsgac.senate.gov/wp-content/uploads/2026-07-14-letter-to-UHC.pdf)\n\n## Scams that target customers\n\n- Medicare will never call you to sell anything or visit your home; give your Medicare number only to your doctor, your insurer or others who should have it. Report Medicare Advantage plan fraud to the I-MEDIC at 1-877-772-3379. [Medicare.gov: reporting fraud and abuse](https://www.medicare.gov/basics/reporting-medicare-fraud-and-abuse)\n- \"Free\" genetic tests and cheek swabs offered by phone, at events or door to door are used to steal Medicare information; refuse kits your doctor did not order. [HHS OIG genetic testing alert](https://oig.hhs.gov/fraud/consumer-alerts/fraud-alert-genetic-testing-scam/)\n- To check a caller who says they are from UnitedHealthcare, hang up and call the number on your health plan ID card. [UnitedHealth Group contact](https://www.unitedhealthgroup.com/contact-us.html)\n"},"ups":{"meta":{"company":"ups","title":"UPS — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nUPS claims are filed online: start within 60 days of the scheduled delivery for a lost or damaged package, and open a loss investigation within 30 days if tracking shows delivered but you cannot find it. Recipients can file as a guest unless the shipper has blocked it; then the shipper must file, so ask the seller who shipped your order. Upload photos and an invoice; paper and fax claims are no longer accepted. UPS does not ask for payment or personal information in unsolicited messages, so a text demanding a delivery fee is a scam.\n\n## How complaints actually go\n\n- UPS customer service is 1-800-742-5877; the Help and Support Center offers the UPS Assistant virtual agent. [UPS: contact us](https://www.ups.com/us/en/support/contact-us)\n- Start a claim within 60 days of the scheduled delivery for lost or damaged packages, or for a C.O.D. payment that was not received. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim)\n- If a package shows delivered but cannot be found, UPS encourages a loss investigation within 30 days of the expected delivery date; for a damaged package, a damage claim within 30 days of receiving it. [UPS: contact us](https://www.ups.com/us/en/support/contact-us)\n- Recipients and third-party shippers can file as a guest, but if the shipper has a restriction on its account, they must ask the shipper to file. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim)\n\n## What tends to work\n\n- Upload all documents in the Claims Dashboard: every claim needs supporting documentation such as an invoice showing value, and damage claims need photos; UPS may ask for an inspection. [UPS: claim supporting documents](https://www.ups.com/us/en/support/file-a-claim/supporting-documents)\n- UPS My Choice Basic is free and gives delivery notifications, delivery photos and estimated delivery times. [UPS My Choice](https://www.ups.com/us/en/track/ups-my-choice)\n- If The UPS Store packed and shipped the item, use the Pack & Ship Guarantee: it covers the item's value up to $100 for UPS shipments unless Declared Value was bought, and refunds packing and shipping costs. [The UPS Store Pack & Ship Guarantee](https://www.theupsstore.com/about/pack-ship-guarantee/index)\n\n## Traps and fine print\n\n- Packages released without a signature at the customer's request (signature release, or release to an apartment building through My Choice) are not eligible for lost claims. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim)\n- For Ground Saver packages, UPS no longer accepts claims once the scan shows the package was handed to the Post Office. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim)\n- Since July 31, 2022, claim paperwork cannot be sent by fax or mail; it must be uploaded in the Claims Dashboard. [UPS: claim supporting documents](https://www.ups.com/us/en/support/file-a-claim/supporting-documents)\n- The Pack & Ship Guarantee excludes customer-packed packages and shipments packed in free carrier-supplied materials. [The UPS Store Pack & Ship Guarantee](https://www.theupsstore.com/about/pack-ship-guarantee/index)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): UPS scored 77 out of 100, unchanged; the consumer shipping average was 78, with FedEx and Amazon Shipping at 80. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- UPS's fraud page says UPS does not request payments, personal or financial information, account numbers, IDs, passwords or copies of invoices in an unsolicited way by email, mail, phone, fax or text. (Seen in search-result text; ups.com blocked automated reading on 2026-10-12.) [UPS: protect yourself from fraud](https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/fight-fraud)\n- Fake messages say a UPS package is waiting and ask for personal information or a fee before delivery; track the package yourself on ups.com to see whether anything is due, and forward suspicious messages to fraud@ups.com. (Seen in search-result text.) [UPS: protect yourself from fraud](https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/fight-fraud)\n- FTC data: fake package delivery problems were the most reported text scam of 2024. [FTC Data Spotlight, April 14, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024)\n"},"usps":{"meta":{"company":"usps","title":"USPS — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nFor a late or missing package, wait 7 days after mailing and submit a Missing Mail search; for an insured package, file a claim online within the deadlines (15 to 60 days after mailing for most insured services, 7 to 60 days for Priority Mail Express). Keep the mailing receipt or online label record and proof of value. If you bought the item, you can also ask the seller who shipped it for a refund or replacement. USPS does not text you unless you asked for tracking texts, and those texts have no links: a \"redelivery fee\" text is a scam.\n\n## How complaints actually go\n\n- 1-800-ASK-USPS (1-800-275-8777) is open Monday to Friday 8 AM to 8:30 PM ET and Saturday 8 AM to 6 PM ET; USPS also takes written questions through its Email Us form. [USPS: contact us](https://www.usps.com/help/contact-us.htm)\n- Missing Mail search requests can be submitted starting 7 days from mailing, with both addresses, the package size and type, the tracking number or mailing date, and a description of the contents. [USPS: Missing Mail](https://www.usps.com/help/missing-mail.htm)\n- Lost-item claims can be filed 7 to 60 days after mailing for Priority Mail Express, and 15 to 60 days after mailing for Priority Mail, USPS Ground Advantage, Insured Mail, COD and Registered Mail. USPS usually decides in 5 to 10 days and pays approved claims in 7 to 10 business days. [USPS: claims](https://www.usps.com/help/claims.htm)\n- Appeal a claim decision within 30 days. If the denial is sustained, a final appeal is due within 30 days; mail filers send it to the Consumer Advocate. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n\n## What tends to work\n\n- Sign up for Informed Delivery (free) to preview incoming mail and packages. [USPS: Informed Delivery](https://www.usps.com/manage/informed-delivery.htm)\n- For damaged items or missing contents, file the claim at once (no later than 60 days after mailing) with photos, the packaging, and proof of value such as a sales receipt or invoice. [USPS: claims](https://www.usps.com/help/claims.htm)\n- A late Priority Mail Express package can qualify for a postage refund: request it 2 to 30 days after mailing (30 to 60 days if you bought extra services). [USPS: refunds](https://www.usps.com/help/refunds.htm)\n\n## Traps and fine print\n\n- For a lost item, only the mailer or addressee who holds the original mailing receipt or online label record can file the claim. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n- If you submit only the outer packaging as proof of insurance, payment can be limited to $100 for insured mail, $50 for COD, $100 for Registered Mail and $100 for Priority Mail Express. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n- Priority Mail Express, Priority Mail and USPS Ground Advantage include up to $100 of insurance only when the piece has a USPS Tracking (IMpb) barcode; extra coverage up to $5,000 must be bought. [USPS: insurance and extra services](https://www.usps.com/ship/insurance-extra-services.htm)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): U.S. Postal Service Express and Priority Mail scored 73 out of 100 (up from 72), the lowest in consumer shipping, where the industry averaged 78; USPS mail service scored 72. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- FTC: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024; people reported $470 million in losses to text scams that year. [FTC Data Spotlight, April 14, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024)\n\n## Scams that target customers\n\n- The Postal Inspection Service says USPS will not send texts or emails unless the customer first requested the service, and a USPS tracking text will not contain a link. Texts that say a delivery is \"awaiting your action\" with a link are smishing. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n- Many victims paid a small \"redelivery fee\" on a fake USPS site, which was a trick to get their credit card or Social Security number. [FTC Data Spotlight, April 14, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024)\n- Report USPS smishing by email to spam@uspis.gov with the copied text, your name and a screenshot that shows the sender's number and date, and forward the text to 7726. If you already used the link, contact your bank. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n"},"verizon":{"meta":{"company":"verizon","title":"Verizon — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nStart with *611 or 1-800-922-0204, or My Verizon chat. If the problem is not fixed, the online Notice of Dispute starts a 60-day period, after which you can file with the AAA or in small claims court. Postpay customers must keep paying disputed charges while the dispute is open. Turn on the free Number Lock and SIM Protection; Verizon says it never contacts you to ask for a password, PIN, Social Security number or payment information.\n\n## How complaints actually go\n\n- Customer service is 1-800-922-0204 (or *611 from a Verizon phone); to cancel, sign in to My Verizon, choose \"Chat with us\" and type \"Cancel\". [Verizon port-out FAQ](https://www.verizon.com/support/port-out-faqs/) [Verizon cancel page](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- Verizon's arbitration FAQ says you can ask to speak to a supervisor. [Verizon arbitration and mediation](https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation)\n- Postpay customers must still pay all charges while a dispute is pending unless the law says otherwise. To keep arbitration or small claims rights, write to the customer service address on the bill or use the Notice of Dispute form. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- The wireless Notice of Dispute is an online three-step form; Fios customers use the wireline form. If the dispute is not resolved within 60 days of the notice, either side may file for AAA arbitration or bring a small claims action. [Verizon Notice of Dispute form](https://www.verizon.com/about/nod/notice-of-dispute-wireless-form) [Verizon Notice of Dispute](https://www.verizon.com/about/nod/notice-dispute-form)\n- Residential (Fios) arbitration notices also go to the Verizon Dispute Resolution Manager by email at NoticeOfDispute@verizon.com. [Verizon arbitration and mediation](https://www.verizon.com/support/residential/account/manage-account/security/arbitration-mediation)\n\n## What tends to work\n\n- Verizon's cancellation page says to call Customer Service before disconnecting to see if you qualify for additional offers. [Verizon cancel page](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- If a price or terms change has a material adverse effect on you, object; if Verizon does not negate it, you can cancel the affected line within 60 days of the notice with no early termination fee. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- For a postpay outage of more than 24 hours in a row in your coverage area that is Verizon's fault, call within 180 days for a credit. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- You can cancel a line within 30 days of accepting the Customer Agreement if you return the equipment within the return period; you pay for service through that date. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n\n## Traps and fine print\n\n- Cancellation takes effect on the last day of the billing period, and any remaining device payment balance is due in full on the final bill. Security deposits come back within 30 to 60 days minus outstanding charges. [Verizon cancel page](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- Device returns are allowed within 30 days, with a $50 restocking fee plus tax (except Hawaii) and only one exchange. [Verizon return policy](https://www.verizon.com/support/return-policy/)\n- Trade-in devices must be mailed within 30 days; the credit applies only after Verizon receives the device. [Verizon trade-in](https://www.verizon.com/trade-in/)\n- Verizon-owned home internet equipment must be returned within 30 days after cancellation or an unreturned equipment fee of up to $300 per unit may apply. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- The late fee is the greater of up to 5 percent per month or $10 per month, where state law allows. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- Only the Account Owner or an Account Manager can transfer a number, and the Number Transfer PIN expires after 7 days. [Verizon port-out FAQ](https://www.verizon.com/support/port-out-faqs/)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Verizon wireless 76 (75 in 2025); Verizon 5G Home Internet 79, the top non-fiber provider; Verizon Fios internet 75. Verizon's Straight Talk scored 80 and Total Wireless 74. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): Verizon Fios TV 79, the top subscription TV score. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- Verizon will never contact you to request any password, PIN, Social Security number or payment information. [Verizon: SIM swapping](https://www.verizon.com/about/account-security/sim-swapping)\n- Verizon will never ask for personal or account information by email or text message. Forward suspicious texts to 7726 (SPAM) and suspicious emails to phishing@verizon.com. [Verizon: phishing](https://www.verizon.com/about/account-security/phishing)\n- Free SIM Protection blocks transactions that need a new SIM; free Number Lock stops port-outs. If your number was moved without permission, dial *611 or call 1-800-922-0204. [Verizon: SIM swapping](https://www.verizon.com/about/account-security/sim-swapping) [Verizon: unauthorized port-outs](https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs)\n- Verizon takes fraud claims online and lists separate lines for SIM changes, port-outs and account takeover. [Verizon account security](https://www.verizon.com/about/account-security/overview)\n"},"vivint":{"meta":{"company":"vivint","title":"Vivint — how complaints actually go","last_verified":"2026-10-13"},"markdown":"## In short\n\nVivint sells through its own reps who come to the home, so if you signed at home in the last three business days, cancel under the FTC Cooling-Off Rule by mail. After that, cancel by calling Vivint Customer Service at (800) 216-5232; it can take up to 30 days, a multi-month subscription may carry an early termination fee, and financed equipment stays owed to the financing partner. Opt out of arbitration by letter within 30 days of signing if you want to keep court options. A real Vivint rep always has a badge ID number.\n\n## How complaints actually go\n\n- The Terms of Service (last updated January 29, 2025) say \"You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232\" and that it \"will be cancelled within 30 days of our receiving your request.\" [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n- General help is 844.481.8630, chat on the contact page, or the \"service promise\" feedback form; the form gives no response time. [Vivint contact us](https://www.vivint.com/company/contact-us), [Vivint service promise](https://www.vivint.com/company/ceo-promise)\n- Vivint says its products are sold exclusively by Smart Home Pros or authorized contractors \"through direct-to-home channels.\" [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- Disputes go to individual arbitration with a class action waiver unless you sent an opt-out letter to Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of first agreeing to the terms. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n\n## What tends to work\n\n- Cancel within three business days of a home sale under the FTC Cooling-Off Rule; the seller must refund all payments within 10 business days of a valid cancellation. [16 CFR 429.1](https://www.law.cornell.edu/cfr/text/16/429.1), [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help)\n- If equipment is bought upfront, a month-to-month service agreement is available, which avoids a multi-month term. [Vivint legal](https://www.vivint.com/legal)\n- Vivint must notify you of any new fees or fee increases before charging them; a fee that appears without notice is a billing dispute. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n\n## Traps and fine print\n\n- \"If you have an active multi-month subscription to a Vivint service, you may have to pay an early termination fee\"; the amount is in your own agreement. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n- Equipment financing is a separate agreement with a third-party financing partner, so cancelling Vivint service does not end the financing. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n- Without a Vivint services plan, product and system functionality is limited, including loss of remote connectivity. [Vivint legal](https://www.vivint.com/legal)\n\n## By the numbers\n\n- On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million for consumers to settle charges that commission-only door-to-door reps used other people's credit histories to qualify customers for financing. [FTC press release, April 29, 2021](https://www.ftc.gov/news-events/news/press-releases/2021/04/smart-home-monitoring-company-vivint-will-pay-20-million-settle-ftc-charges-it-misused-consumer)\n- In December 2024 the FTC sent nearly $500,000 to 470 consumers from that case, an average of $1,056; the refund administrator is Rust Consulting, Inc., at 1-833-472-1996. [FTC press release, December 5, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/12/ftc-sends-payments-consumers-harmed-vivints-misuse-consumer-credit-reports)\n\n## Scams that target customers\n\n- People posing as Vivint reps, or reps from other companies, say Vivint is out of business, has left the area or was sold, ask for access to the system, or say a part such as the cellular communicator \"isn't working\" and must be replaced now. [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro,\" and \"If they don't have an ID number, they don't work for Vivint.\" Check the badge ID with the Verify ID tool or call 1-800-456-6433. [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- If a debt collector contacts you about a Vivint account you never opened, report identity theft to Vivint. [Vivint contact us (links to the identity theft report at vivint.com/legal/idverify)](https://www.vivint.com/company/contact-us)\n"},"walmart":{"meta":{"company":"walmart","title":"Walmart — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost Walmart problems are returns: start them in the app, at walmart.com/returns or in a store, inside the item's window (90 days for most items, shorter for electronics, phones, appliances and most Marketplace items). Bring the receipt or order number; refunds go back to the original payment method. If that fails, call 1-800-WALMART, then dispute the charge with your card issuer. Walmart does not send recall or prize texts and never asks you to pay bills with Walmart Gift Cards.\n\n## How complaints actually go\n\n- Walmart's contact page lists customer service at 1-800-WALMART (1-800-925-6278), with ASL video support, and the walmart.com Help Center for answers and online chat. [Walmart: contact](https://corporate.walmart.com/about/contact)\n- Returns start in the Walmart app, at walmart.com/returns or in a store; major appliances must be returned through the app or online, not in a store. Without a walmart.com account there is a separate return form. [Walmart policies](https://corporate.walmart.com/policies)\n- Marketplace (third-party seller) items follow the seller's return policy shown on the order, and Marketplace sellers may charge restocking fees of up to 20%. [Walmart policies](https://corporate.walmart.com/policies)\n- Refund timing after a receipted return: cash immediately, credit card up to 7 days, Walmart Gift Card or Walmart Balance up to 3 hours. [Walmart policies](https://corporate.walmart.com/policies)\n\n## What tends to work\n\n- Without a receipt, a store can look up card purchases, and online orders can be found by phone number or email; the receipt lookup tool also finds store receipts. [Walmart policies](https://corporate.walmart.com/policies)\n- Ask for the in-store price match when an identical in-stock item is cheaper on Walmart.com; tell the associate at checkout. Walmart does not match competitors or Marketplace sellers. [Walmart policies](https://corporate.walmart.com/policies)\n- An unused Walmart+ membership can be refunded within 90 days if it was not used or activated; cancel and ask in the same contact. [Walmart policies](https://corporate.walmart.com/policies)\n\n## Traps and fine print\n\n- Shorter return windows: major appliances 2 days after accepted delivery, most wireless phones 14 days, and consumer electronics, PCs, vacuums, most Marketplace items and Walmart Protection Plans 30 days. [Walmart policies](https://corporate.walmart.com/policies)\n- Non-receipted returns need a government photo ID and are refunded on a Walmart gift card, not in cash. [Walmart policies](https://corporate.walmart.com/policies)\n- The holiday extension (items bought October 1 through December 31 returnable until January 31) excludes wireless phones, protection plans, major appliances, Dyson products and some seasonal and luxury goods. [Walmart policies](https://corporate.walmart.com/policies)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): Walmart stores scored 76 out of 100 (up from 73), and Walmart online scored 77 (up from 75). The general merchandise retail average was 79. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- BBB Scam Tracker: Walmart was the No. 8 most impersonated organization or brand in 2025, with 310 reports. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- On June 20, 2025 Walmart agreed to pay $10 million to settle FTC charges that scammers used its in-store money transfer services (as an agent of MoneyGram, Western Union and Ria) to take money from consumers; the order bars Walmart from sending or paying out transfers it knows, or consciously avoids knowing, are fraud-induced. [FTC press release, June 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/06/walmart-pay-10-million-settle-ftc-allegations-it-allowed-scammers-obtain-millions-consumers-using)\n\n## Scams that target customers\n\n- Walmart says it does not notify contest winners by text and does not send text messages about product recalls; such texts are smishing. [Walmart fraud alerts](https://corporate.walmart.com/privacy-security/fraud-alerts)\n- Walmart says it will never mail you a check and ask you to deposit it to buy an item or service, and that you will never be asked to pay utility bills, bail or other bills with Walmart Gift Cards. [Walmart fraud alerts](https://corporate.walmart.com/privacy-security/fraud-alerts)\n- Send fraudulent Walmart emails as an attachment to OnlineAbuse@walmart.com, and report Walmart Gift Card scams at (888) 537-5503. [Walmart fraud alerts](https://corporate.walmart.com/privacy-security/fraud-alerts)\n"},"wells-fargo":{"meta":{"company":"wells-fargo","title":"Wells Fargo — how complaints actually go","last_verified":"2026-10-12"},"markdown":"## In short\n\nReport fraud on the number on your card at once, put credit card billing errors in writing, and use the 1-844-WF1-CARE complaints line for service problems. If that fails, a CFPB complaint gets a written answer; in the 12 months to June 2026 Wells Fargo answered almost all of them on time and closed 22.2% with relief. It is a national bank, so the OCC is the next rung. In 2022 the CFPB found that Wells Fargo froze accounts over suspected fraud when lesser steps were available; if your account is frozen, ask in writing what the bank needs to release the funds. Wells Fargo says legitimate banks do not ask you to transfer money.\n\n## How complaints actually go\n\n- Wells Fargo takes complaints by phone at 1-844-WF1-CARE (1-844-931-2273), Monday to Saturday 7 am to 9 pm Central Time, or at a branch. The page does not say how long a response takes or how to escalate. [Wells Fargo: feedback and complaints](https://www.wellsfargo.com/help/feedback/)\n- A CFPB complaint goes to Wells Fargo for a response, generally within 15 days; a response after 15 days (or after 60 days if the bank asks for more time) is recorded as not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Wells Fargo Bank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- The Federal Reserve lifted the asset growth cap from its 2018 enforcement action on June 3, 2025; the other provisions of that action stay in effect until the bank meets the conditions to end them. [Federal Reserve, June 3, 2025](https://www.federalreserve.gov/newsevents/pressreleases/enforcement20250603a.htm)\n\n## What tends to work\n\n- A CFPB complaint after the bank's own channel fails: in the 12 months to June 2026, 5,125 of 23,066 complaints (22.2%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=WELLS%20FARGO%20%26%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If an account is frozen, point to the CFPB's 2022 findings: Wells Fargo froze accounts over suspected fraud when lesser restraints were available, and charged overdraft fees when the account had enough money at the time of the transaction. The order required more than $2 billion in redress and a $1.7 billion penalty; the CFPB now lists it as expired or terminated. [CFPB enforcement action, December 20, 2022](https://www.consumerfinance.gov/enforcement/actions/wells-fargo-bank-na-2022/)\n- For Zelle scam losses, a state attorney general complaint is another route. The New York Attorney General sued Zelle's operator, Early Warning Services (owned by banks including Wells Fargo), on August 13, 2025. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n\n## Traps and fine print\n\n- Provisional credit is not final. If the bank finds no error on a debit or electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If the bank decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- The CFPB's lawsuit against Wells Fargo, Chase, Bank of America and Early Warning Services over Zelle fraud (filed December 20, 2024) was voluntarily dismissed with prejudice on March 4, 2025. Do not cite it as a basis for reimbursement. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/early-warning-services-llc-bank-of-america-na-jpmorgan-chase-bank-na-wells-fargo-bank-na/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"WELLS FARGO & COMPANY\": 23,066. Top products: checking or savings 9,708, credit reporting 3,783, credit card 3,538, debt collection 2,376, mortgage 1,250. Top issues: managing an account 5,642, incorrect information on a report 2,217, a lender or other company charging your account 1,532, negative or legal action taken or threatened 1,375, a purchase shown on a statement 1,310, problems caused by low funds 1,014. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=WELLS%20FARGO%20%26%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 23,066 complaints, 17,941 (77.8%) closed with explanation, 3,209 (13.9%) with non-monetary relief and 1,916 (8.3%) with monetary relief. 23,063 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=WELLS%20FARGO%20%26%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Wells Fargo says bank representatives will not request your password or sensitive information, legitimate banks will not ask you to transfer money or send your card, and your bank will not contact you unexpectedly and pressure you to act. [Wells Fargo: bank scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/)\n- Scams that use the Wells Fargo name come as fake calls with spoofed caller ID, fake texts and emails, fake QR codes, and fake websites placed in search results. Contact Wells Fargo on a number you already trust, not one the caller or message gives you. [Wells Fargo: bank scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/)\n- Forward suspicious messages to reportphish@wellsfargo.com. If you clicked a link or shared account information, call 1-866-867-5568. [Wells Fargo: bank scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/)\n"}},"guides":{"airline":{"meta":{"sector":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nWhen an airline cancels or significantly changes a flight, you can take a cash refund to the original form of payment instead of the rebooking or voucher it offers, whatever the cause. A voucher is your choice, not the airline's. Complain to the airline in writing first, then file with the U.S. DOT, which sends your complaint to the airline and requires a reply. Report bag problems at the airport before you leave: some domestic deadlines are only 4 to 6 hours. Call only the numbers on the airline's own website, app or ticket, because fake airline numbers appear in search results.\n\n## How complaints work in this industry\n\n- DOT asks you to give the airline a chance to fix the problem first. DOT requires airlines to acknowledge a complaint within 30 days and send a written response within 60 days. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- For complaints other than disability or discrimination, DOT directs the airline or ticket agent to respond directly to you and to send DOT a copy. DOT does not investigate every complaint; it does targeted or sample reviews, and complaints can lead to enforcement action. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- For disability and discrimination complaints, DOT forwards the complaint, the airline must respond to you and to DOT, and DOT reviews the case and mails you its findings. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- Since August 1, 2025, complaints go through DOT's ACERS portal (airconsumer.dot.gov). DOT says the airline or ticket agent receives each submission in real time in its industry portal and by email; under the old system it took over a month. [DOT press release on ACERS](https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system)\n- Airlines must follow their customer service plans, including what they promise for delays and cancellations they cause, and DOT says it will hold them accountable. DOT's dashboard shows each large airline's promises. [DOT Airline Cancellation and Delay Dashboard](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard)\n- In December 2025 and April 2026 DOT amended earlier consent orders against Southwest, American and Frontier so that the remaining Treasury payments are replaced by credits or required spending on airline investments and passenger compensation. [DOT Order 2025-12-4 (Southwest)](https://www.transportation.gov/sites/dot.gov/files/2025-12/Southwest%20Airlines%20-%20Order%202025-12-4.pdf), [DOT Order 2025-12-5 (American)](https://www.transportation.gov/sites/dot.gov/files/2025-12/American%20Airlines%20Order%202025-12-5.pdf), [DOT Order 2026-4-11 (Frontier)](https://www.transportation.gov/sites/dot.gov/files/2026-04/Frontier%20Airlines%20Order%202026-4-11.pdf)\n- DOT's rule requiring each covered airline to post a one-page summary of passenger rights took effect May 26, 2026, but compliance waits for a later DOT notice announcing approval of the information collection. [Federal Register, April 24, 2026](https://www.federalregister.gov/documents/2026/04/24/2026-08103/one-page-document-on-passenger-rights)\n\n## Your leverage\n\n- Refund rule (rule `dot-refunds-rule`): the airline must refund a nonrefundable ticket, including taxes and paid extras, when it cancels or significantly changes the flight and you do not fly it, do not accept rebooking and do not accept a voucher or other compensation. [14 CFR 260.6](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6)\n- DOT says the refund is owed \"regardless of the reason\" for the cancellation or significant change, and that the airlines' delay commitments do not affect your right to a refund. [DOT Airline Cancellation and Delay Dashboard](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard)\n- A significant change is 3 or more hours (domestic) or 6 or more hours (international) earlier departure or later arrival, a different airport, more connections, or a downgrade; see rule `dot-refunds-rule` for the full definition and the refund deadlines. [14 CFR 260.2](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2)\n- An airline may offer a voucher or credit instead of a refund only if it tells you about your right to a refund, and the voucher must stay valid for at least five years. [14 CFR 260.6](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6)\n- Controllable versus uncontrollable: DOT calls a disruption controllable when the airline caused it, for example maintenance or crew problems, cabin cleaning, baggage loading or fueling. For these, the airline's own customer service plan decides what you get. [DOT Airline Cancellation and Delay Dashboard](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard)\n- All 10 largest U.S. airlines promise a meal and free rebooking for controllable disruptions, and nine promise a hotel and ground transportation for controllable overnight disruptions (rule `dot-airline-commitments`). No federal rule requires cash compensation for delays; DOT withdrew that proposal in November 2025 (rule `dot-delay-compensation-proposal`). [Federal Register, November 17, 2025](https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal)\n- Checked bag fees must be refunded when a bag is lost or significantly delayed (12 hours after a domestic arrival), after you file a mishandled baggage report (rule `dot-refunds-rule`). [14 CFR 260.5](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5)\n- On domestic flights an airline may not limit its liability for lost, damaged or delayed bags to less than $4,700 per passenger (rule `dot-baggage-liability`). [14 CFR part 254](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254) International trips under the Montreal Convention have a 1,519 SDR limit (rule `montreal-convention-baggage`). [ICAO revised limits](https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf)\n- Card dispute: a charge for services not delivered as agreed is a billing error under the Fair Credit Billing Act if the card issuer receives your written notice within 60 days after the first statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- DOT advised passengers of Spirit Airlines in May 2026 that, if a flight is permanently cancelled, they should ask their credit card company for a chargeback for services not rendered under the Fair Credit Billing Act. [DOT Aviation Consumer Protection: What's New](https://www.transportation.gov/airconsumer/latest-news)\n- Bumped passengers on oversold flights from U.S. airports get compensation set by rule `dot-denied-boarding`. [14 CFR part 250](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250)\n\n## Traps\n\n- Taking the rebooked flight, a travel credit, a voucher or miles ends the right to a refund for that flight. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Bag reporting windows are short and differ by airline. For U.S. flights, American wants delayed bags reported within 4 hours and damage within 6 hours of receiving the bag. [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html) Delta wants damage reported within 6 hours on domestic tickets issued on or after October 8, 2025. [Delta: delayed, lost or damaged baggage](https://www.delta.com/us/en/baggage/delayed-lost-damaged-baggage)\n- JetBlue, Southwest and Frontier also use a 4-hour notice window for domestic bag problems (Southwest: loss or delay; damage must be reported in person at the airport within 24 hours). [JetBlue: bag claims](https://www.jetblue.com/help/bag-claims), [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf), [Frontier Contract of Carriage](https://www.flyfrontier.com/legal/contract-of-carriage/)\n- For international carriage under the Montreal Convention, the written complaint is due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned (rule `montreal-convention-baggage`). [United Contract of Carriage, Rule 28](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- Credits from a ticket you cancel yourself often expire quickly: Delta's expire 1 year from purchase unless the ticket terms say otherwise, and JetBlue's are valid 12 months from the original ticketing date. [Delta: cancel a flight](https://www.delta.com/us/en/change-cancel/cancel-flight), [JetBlue: refunds](https://www.jetblue.com/help/refunds)\n- What counts as controllable is shrinking. Since December 10, 2025 DOT does not enforce delay commitments for disruptions caused by non-deferrable maintenance required by an FAA airworthiness directive, and from October 19, 2026 ten event types, such as extreme weather damage to the aircraft and medical emergencies, move out of the airline-caused category (rule `dot-airline-commitments`). [Federal Register, December 10, 2025](https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in), [Federal Register, September 3, 2026](https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act)\n- Until July 7, 2027, DOT does not enforce the refund rule when a flight is only renumbered and operates without a significant change or delay (rule `dot-refunds-rule`). [Federal Register, July 7, 2026](https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections)\n- Do not cite DOT's 2024 ancillary fee disclosure rule; it was vacated (rule `dot-ancillary-fee-disclosure`). [Federal Register, July 2, 2026](https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees)\n- The airline 24-hour cancellation rule does not apply to tickets bought through travel agents or online travel agencies; ask the agent first. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Some airlines answer third parties only with the passenger's signed authorization. United's Contract of Carriage requires a signed letter or power of attorney for a complaint filed for someone else. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n\n## Scams to watch for\n\n- The FTC warns that scammers pose as airline customer service on social media during flight disruptions. It says to contact the airline through its official app, website, chat or phone number, or in person at the airport, and to report impersonators at ReportFraud.ftc.gov. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n- The BBB reports fake airline booking sites and fake customer service numbers that searchers find online. Victims are then called and told the price went up or an extra fee is due. The BBB says to get the number from the airline's real website and to check the URL before paying. [BBB scam alert, June 2024](https://www.bbb.org/article/scams/20149-scam-alert-watch-out-for-airfare-scams-when-booking-your-trip)\n- JetBlue and Breeze warn that fraudsters post fake phone numbers online, and Alaska says scam sites pay to appear at the top of search results and pose as reservation agents. [JetBlue: fraud prevention](https://www.jetblue.com/safety/fraud-prevention), [Breeze: fraud and scam protection](https://www.flybreeze.com/support?a=Fraud-and-Scam-Protection---id--cEr2FnXYS3ajYvIUJGZX_Q), [Alaska Airlines newsroom](https://news.alaskaair.com/alaska-airlines/spot-scams-alaska-airlines-doesnt-charge-change-fees/)\n- Delta says it never asks for your password by email, phone or social media and never asks you to pay with gift cards. It also lists fake free-flight and prize offers. [Delta: protect your data](https://www.delta.com/us/en/legal/privacy-and-security/protect-your-data)\n\n## By the numbers\n\n- July 2026 on-time arrivals (marketing carrier networks): Alaska 74.8%, United 72.2%, Delta 71.7%, Allegiant 68.6%, Southwest 68.0%, American 68.0%, Frontier 62.5%, JetBlue 55.7%; all reporting carriers 69.5%. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026 cancellations: 2.8% of scheduled flights overall, from 0.5% (Allegiant) to 9.8% (JetBlue). Mishandled bags: 0.55 per 100 bags enplaned overall, from 0.12 (Allegiant) to 0.80 (United network, ranked last). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026 complaint cases filed with DOT: 5,931 against U.S. airlines, 2,199 against foreign airlines and 414 against travel agents. Refunds were the largest category (2,316 of 8,544 cases). Since ACERS, the report gives case counts by airline, not rates per passenger. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026 airline satisfaction (0-100): industry 76; Delta 79; American and JetBlue 78; Southwest 77; Alaska and United 75; Frontier 69; Spirit 66. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n"},"bank":{"meta":{"sector":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nFor card and account problems, the fastest fixes come from using the federal dispute rights correctly: a written billing-error notice within 60 days for a credit card, and a prompt error notice (by phone or in writing) for a debit card, Zelle or other electronic transfer. If the bank does not fix it, a CFPB complaint gets a company response, generally within 15 days, and the bank's own federal regulator (the OCC for national banks) is the next step. Money you were tricked into sending yourself has weaker protection than an unauthorized charge, so act within minutes and ask for a recall. Banks do not ask you to move money to protect it, to send money to yourself, or to read back a one-time code.\n\n## How complaints work in this industry\n\n- The CFPB sends each complaint to the company for a response; companies generally respond in 15 days, and in some cases give a final response within 60 days. You have 60 days after the response to give feedback. [CFPB: complaint process](https://www.consumerfinance.gov/complaint/process/)\n- Put all facts and documents in one CFPB complaint, with dates, amounts and communications; attachments can total up to 50 pages. [CFPB: submit a complaint](https://www.consumerfinance.gov/complaint/)\n- The OCC's Customer Assistance Group handles complaints about national banks and federal savings associations; for other banks, its \"Who regulates my bank\" page points to the CFPB, FDIC, Federal Reserve, NCUA or a state regulator. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- The OCC sends a results letter within 60 days after it has a complete file, and you can appeal if you disagree. [OCC: after you file a complaint](https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html)\n- Fraud lines at large banks verify the account holder by voice and usually route fraud on cards and on deposit accounts to different numbers; for example, Chase lists separate numbers for credit card fraud and for checking, savings and debit card fraud. [Chase: report fraud](https://www.chase.com/digital/resources/privacy-security/security/report-fraud)\n\n## Your leverage\n\n- Debit cards, ATM, ACH and other electronic transfers (Regulation E): report an error within 60 days after the statement is sent. The bank must investigate within 10 business days, or take up to 45 days only if it provisionally credits your account within 10 business days. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If you report a lost or stolen card or code within two business days of learning of it, your liability for unauthorized transfers is limited to the lesser of $50 or the amount taken before notice; after that it can rise to $500. [CFPB: Regulation E 1005.6](https://www.consumerfinance.gov/rules-policy/regulations/1005/6/)\n- CFPB guidance says a P2P payment that meets the definition of an electronic fund transfer is covered by Regulation E, a transfer made by a third party who got your account access through fraud is unauthorized, the bank may not require a police report, and your negligence cannot be used to increase your liability. [CFPB Electronic Fund Transfers FAQs](https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/)\n- Credit cards (Fair Credit Billing Act): a written billing-error notice received within 60 days after the first statement with the error obliges the issuer to acknowledge it within 30 days and resolve it within two billing cycles (no later than 90 days). Until then you need not pay the disputed amount and it may not be reported as delinquent. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Liability for unauthorized credit card use cannot exceed the lesser of $50 or the amount charged before you notify the issuer. [CFPB: Regulation Z 1026.12](https://www.consumerfinance.gov/rules-policy/regulations/1026/12/)\n- For a card purchase over $50 that the merchant will not fix, you can assert your claims and defenses against the card issuer, after a good-faith attempt to resolve it with the merchant. [CFPB: Regulation Z 1026.12](https://www.consumerfinance.gov/rules-policy/regulations/1026/12/)\n- Banks may not charge an overdraft fee on ATM or one-time debit card transactions unless you opted in to overdraft coverage. [CFPB: Regulation E 1005.17](https://www.consumerfinance.gov/rules-policy/regulations/1005/17/)\n\n## Traps\n\n- A phone call alone does not start Fair Credit Billing Act rights for a credit card billing error; the notice must be written and sent to the issuer's billing-error address. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Some issuers will not open a dispute until a charge posts; Chase says pending charges cannot be disputed. [Chase: dispute a charge](https://www.chase.com/personal/credit-cards/dispute)\n- Bank accounts have fewer protections than credit cards, and money you are tricked into moving out of your account may not be recoverable. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/06/got-call-about-fraud-activity-your-bank-account-it-could-be-scammer)\n- Deposit account agreements often require arbitration. For example, Chase's agreement requires AAA arbitration (small claims court is allowed) and allows an opt-out only within 60 days of opening the account, by phone. [Chase deposit account agreement](https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf)\n- Account agreements let banks freeze or hold funds pending investigation and close accounts without prior notice; Chase's agreement is one example. [Chase deposit account agreement](https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf)\n- Do not cite the CFPB's 2024 overdraft rule: Congress disapproved it in May 2025 and it has no force or effect. [Public Law 119-10](https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm)\n- Do not cite an $8 credit card late fee cap: the CFPB's 2024 late fee rule was stayed and then vacated on April 15, 2025. [ABA Banking Journal](https://bankingjournal.aba.com/2025/04/court-vacates-cfpb-credit-card-late-fee-rule/)\n\n## Scams to watch for\n\n- Fake fraud alert texts ask \"Did you make this transaction?\"; a follow-up call from a spoofed \"Chase\" number tells you to move money to a \"new account\" the scammers control. [Chase: latest scams](https://www.chase.com/digital/resources/privacy-security/security/latest-scams)\n- Wells Fargo says it will never ask you to move or send money to anyone, including yourself, to reverse a transfer, get a refund, protect your money or fix a problem, and will never ask you to install screen-sharing or remote access software. [Wells Fargo: bank impostor scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/)\n- A scammer may ask you to send money to yourself through Zelle to \"reverse\" a fraudulent transaction; the real goal is to get into your Zelle account and pay the scammer. [U.S. Bank: digital payment scams](https://www.usbank.com/financial-education/secure/digital-payments-scam.html)\n- Callers may claim a bank employee who handled your account is under investigation and tell you to move your money to a \"new\" or \"safe\" account [Bank of America: scam alert](https://web.bankofamerica.com/en/security/library/review-scam-alert), or say someone at your local branch is involved so that you distrust branch staff. [Chase: how to spot scams](https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams)\n- No caller, including one who says they are from your bank's fraud department, will ask for your verification code; call back on the number on your statement or card. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/03/never-move-your-money-protect-it-thats-scam)\n- Each bank's file in this registry lists what the bank says it never asks for and where to forward phishing (for example phishing@chase.com, abuse@bofa.com, reportphish@wellsfargo.com). See also the cross-industry scam guide. [Chase: report fraud](https://www.chase.com/digital/resources/privacy-security/security/report-fraud)\n\n## By the numbers\n\n- The CFPB received approximately 114,100 credit card complaints in 2025; companies closed 63% of those sent to them with an explanation, 12% with monetary relief and 19% with non-monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- The CFPB received approximately 104,200 checking or savings complaints in 2025; companies closed 83% with an explanation, 10% with monetary relief and 5% with non-monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Reported losses to business impersonators were nearly $1 billion in 2025, and bank impersonators accounted for the highest losses among them. [FTC press release, June 15, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/06/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025)\n- In 2025, bank payments were the payment method with the highest aggregate reported fraud losses, followed by cryptocurrency. [FTC testimony, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n- In 2025 the FBI IC3 Recovery Asset Team worked with banks on 3,900 fraudulent-transfer incidents and froze $679,013,183 (a 58% success rate); the FBI says to ask your bank for a recall immediately and file at ic3.gov. [FBI IC3 2025 Annual Report](https://www.ic3.gov/AnnualReport/Reports/2025_IC3Report.pdf)\n"},"car_rental":{"meta":{"sector":"car_rental","title":"Car rentals — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost car rental disputes are about damage claims that arrive after the return, and about fuel, toll, cleaning and administrative fees. Before you drive away, photograph or film every side of the car, the wheels, glass and interior, and have existing damage written on the rental record. Do the same at return. When a damage bill arrives, dispute it in writing and ask for the company's time-stamped photos from before and after your rental, plus the car's rental history since your return. Check what your own car insurance or credit card covers before you buy the counter damage waiver. A rental company asking you to pay with a gift card is a scam.\n\n## How complaints work in this industry\n\n- Damage claims are often handled by a separate claims unit or administrator, not the counter. Avis and Budget use third-party administrators, Fleet Response and Viking, and Avis says you can typically expect to hear from it within 30 to 60 days of the incident; final costs are known only after repair or salvage. [Avis: claims and accidents](https://www.avis.com/en/customer-service/faqs/usa/claims-accident)\n- Enterprise handles post-rental balances, tolls, citations and damage recovery payments for its U.S. rentals through Consumer Collections Support pages. [Enterprise: payments](https://www.enterprise.com/en/payments.html)\n- Hertz uses automated vehicle scanners at some airports. Hertz's own description, quoted by a House subcommittee, says you receive a post-rental inspection report with the damage and its costs. In an August 20, 2025 letter, the subcommittee chair wrote that Hertz \"is apparently the only car rental company in the U.S. that issues damage assessments to customers without human review\" and asked Hertz for a briefing. [House Oversight subcommittee letter to Hertz](https://oversight.house.gov/wp-content/uploads/2025/08/AI-letter-to-Hertz._8.20.2025.pdf)\n- On Turo, a host must report damage within 24 hours after the trip ends, and you have 20 days from the trip's end to escalate a damage invoice you cannot settle with the host to Turo. [Turo: reporting and resolving damage](https://help.turo.com/en_us/reporting-and-resolving-damage-or-us-hosts-SymY8VlN5), [Turo: paying or disputing reimbursement requests](https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests)\n- No federal agency handles individual car rental complaints. Florida's Attorney General, for example, says to file with the state attorney general, the FTC and the BBB. [Florida Attorney General: car rentals](https://www.myfloridalegal.com/node/1086)\n- State regulators act on damage-claim practices. New Jersey's Division of Consumer Affairs settled with Drivo Rent-A-Car in September 2020 over alleged altered inspection records and billing different renters for the same damage; Drivo agreed to record pre-existing damage for the renter's signature at checkout. [New Jersey Attorney General, September 16, 2020](https://www.nj.gov/oag/newsreleases20/pr20200916a.html)\n\n## Your leverage\n\n- Photo evidence: photograph every dent or scratch on the body, interior, wheels and glass before you drive away, and have an employee or the damage form record existing damage. When a claim arrives, dispute it in writing and ask for time-stamped photos from just before you drove off and just after you returned, and the list of rentals of that car since your return. [Christian Science Monitor, March 20, 2015](https://www.csmonitor.com/Business/Saving-Money/2015/0320/How-to-dispute-and-win-rental-car-damage-claims)\n- Your own policy or card may already cover damage. Florida's Attorney General says to check your insurance policy or credit card agreement before buying a collision damage waiver, and that the rental waiver may exclude theft or tire damage. [Florida Attorney General: car rentals](https://www.myfloridalegal.com/node/1086)\n- State law can cap what you owe. Hertz's U.S. terms say that in California your responsibility cannot exceed the car's fair market value plus actual towing, storage, impound and administrative charges, and in Illinois it is limited to $15,500.00 (other than theft) and $2,000.00 (theft, unless your fault). [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- For toll and citation charges, Enterprise accepts proof of payment to the agency, matching bank or card statements, an agency receipt, proof of a clerical error or proof of where you were. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html)\n- A card charge you did not agree to can be disputed as a billing error, and you can ask the issuer for documentation. The issuer must receive written notice within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps\n\n- A damage bill can be much more than the repair. Hertz's U.S. terms make you responsible in most states for up to the car's full value less salvage, plus towing, storage, an administrative fee and a reasonable charge for loss of use. [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+) Avis and Budget say they are self-insured, seek loss of use and pass the cost of processing claims to the responsible party. [Budget: rental car accident](https://www.budget.com/en/help/usa-faqs/rental-car-accident)\n- Not being at fault does not end your obligation. SIXT says pursuing the other driver does not absolve you of your contractual obligation to pay SIXT for the damage. [SIXT: vehicle damage](https://www.sixt.com/help-center/articles/vehicle-damage/)\n- Fuel: Enterprise charges its local rate, which it says is typically above the pump price, and prepaid fuel is not refundable. [Enterprise: fueling a rental car](https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html) Florida's Attorney General says to keep the gas receipt and note the mileage from the station. [Florida Attorney General: car rentals](https://www.myfloridalegal.com/node/1086)\n- Tolls and fees arrive after the rental. Enterprise says notices typically come one to four weeks later and its administrative fee applies even when the authority bills you directly. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html) SIXT's California terms charge $15.99 per usage day, up to $99 per rental, plus the toll, when you use an automated toll lane without a toll product. [SIXT California rental terms](https://www.sixt.com/shared/t-c/sixt_US_en_CALIFORNIA.pdf)\n- Cleaning and smoking fees: Avis may charge up to $450 for a smoking violation after a manager reviews the return photos. [Avis: smoking policy](https://www.avis.com/en/help/usa-faqs/smoking-policy)\n- Turo says disputing a Turo charge with your bank violates its chargeback policy, restricts your account and delays resolution; use its invoice dispute process first. [Turo: paying or disputing reimbursement requests](https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests)\n\n## Scams to watch for\n\n- Avis says you will never be asked to pay for your rental with a gift card; such a request does not come from Avis. [Avis: customer service FAQ](https://www.avis.com/en/customer-service/faqs/usa/customer-service)\n- In a warning written for rentals in Italy, Hertz says scammers post spoofed phone numbers on Google Maps and directory sites, and use clone websites or WhatsApp to ask for payment to bank accounts or prepaid cards not registered to Hertz. [Hertz scam warning (Italy, PDF)](https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf)\n- Turo says it never asks for verification codes, passwords, bank account or card numbers, and never calls to ask for payment by gift card. Forward suspicious messages to spoof@turo.com. [Turo: preventing and reporting fraud](https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq)\n- The FTC says not to assume a phone number in search results is real: scroll past paid results and type the company's address into the browser. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n\n## By the numbers\n\n- ACSI 2026 car rental satisfaction (0-100): industry 76; Alamo and Avis 79; Hertz 77; Enterprise and National 76; Budget 73; Dollar 71. [ACSI: Car rentals](https://theacsi.com/industries/travel/car-rental/)\n"},"credit_bureau":{"meta":{"sector":"credit_bureau","title":"Credit bureaus — how disputes and complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nDispute an error directly with each bureau that shows it (Equifax, Experian, TransUnion), and also with the company that reported it. Disputing is free, the bureau generally has 30 days to finish, and information it cannot verify must be deleted or corrected. If the dispute fails, a CFPB complaint is the usual next step; credit reporting is by far the most common CFPB complaint topic. Get free reports only at AnnualCreditReport.com, freeze your credit for free, and do not pay a credit repair company upfront.\n\n## How complaints work in this industry\n\n- A credit bureau must reinvestigate a dispute free of charge and finish within 30 days of receiving it; the period can be extended by up to 15 days if you send more relevant information during the 30 days. [15 U.S.C. 1681i](https://www.govinfo.gov/content/pkg/USCODE-2023-title15/html/USCODE-2023-title15-chap41-subchapIII-sec1681i.htm)\n- A dispute filed after you receive a free annual report from a nationwide bureau must be completed within 45 days. [15 U.S.C. 1681j](https://www.law.cornell.edu/uscode/text/15/1681j)\n- The bureau must notify the company that supplied the information within 5 business days, and send you the results in writing within 5 business days after finishing; if it calls a dispute frivolous, it must tell you within 5 business days. [15 U.S.C. 1681i (Cornell LII)](https://www.law.cornell.edu/uscode/text/15/1681i)\n- You can also dispute directly with the company that supplied the information (the furnisher), at the address it gives for disputes, with the account, the disputed item, your reasons and supporting documents; it has the same time limit as a bureau. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- The CFPB sends each complaint to the company; companies generally respond in 15 days, and in some cases give a final response within 60 days. [CFPB: complaint process](https://www.consumerfinance.gov/complaint/process/)\n\n## Your leverage\n\n- Information found inaccurate, incomplete or unverifiable must be promptly deleted or corrected, and deleted information cannot be put back unless the furnisher certifies it is accurate, with written notice to you within 5 business days. [15 U.S.C. 1681i (Cornell LII)](https://www.law.cornell.edu/uscode/text/15/1681i)\n- If the dispute does not resolve the problem, you can add a brief statement of dispute to your file, and ask the bureau to send notice of a correction to recent recipients of your report. [15 U.S.C. 1681i (Cornell LII)](https://www.law.cornell.edu/uscode/text/15/1681i)\n- Disputing mistakes or outdated items on your credit report is free. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- Most negative information stays on a report for seven years and bankruptcy information for 10 years; after that it should come off. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- A credit freeze is free to place and lift, and must be placed with each of the three bureaus. An initial fraud alert lasts one year, an extended fraud alert lasts seven years for identity theft victims with an FTC or police report, and the bureau you contact for a fraud alert must tell the other two. [FTC: credit freezes and fraud alerts](https://consumer.ftc.gov/articles/what-know-about-credit-freezes-and-fraud-alerts)\n- The three bureaus offer free weekly credit reports through AnnualCreditReport.com, or by phone at 1-877-322-8228. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n\n## Traps\n\n- A furnisher need not investigate direct disputes about identifying information, inquiries, public records or fraud alerts, or disputes it reasonably believes come from a credit repair organization; send those to the bureau instead. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- In 2025, companies returned approximately 469,800 CFPB complaints as suspected fraud and 63,200 because an unauthorized third party submitted them, with one nationwide bureau accounting for most of these returns; such complaints are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf) Someone who files for another person must say so, and companies generally need the consumer's signed written authorization. [CFPB: submit a complaint](https://www.consumerfinance.gov/complaint/)\n- Credit repair companies cannot remove accurate information, and it is illegal for them to charge you before they help you. They must give a written contract that includes a three-day right to cancel without charge. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- Only AnnualCreditReport.com is authorized to fill orders for the free reports you are entitled to by law; other sites that offer \"free\" reports, scores or monitoring may be selling something else. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n\n## Scams to watch for\n\n- The FTC says an email, pop-up ad or phone call from someone claiming to be from AnnualCreditReport.com or a credit bureau is probably a scam; the site and the bureaus will not email you asking for your Social Security number or account information. [FTC: free credit reports](https://consumer.ftc.gov/articles/free-credit-reports)\n- Look-alike versions of AnnualCreditReport.com and spoofed emails that appear to come from it try to collect your personal information. [Experian: is AnnualCreditReport.com safe?](https://www.experian.com/blogs/ask-experian/is-annualcreditreport-com-safe/)\n- Credit repair scammers insist you pay first, tell you not to contact the credit bureaus directly, or tell you to dispute accurate information, lie on credit applications or file a false identity theft report. [FTC: fixing your credit FAQs](https://consumer.ftc.gov/articles/fixing-your-credit-faqs)\n- Scammers who pose as the FTC may claim to help with a made-up identity theft problem after a fake security alert. [FTC Data Spotlight, August 7, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/08/false-alarm-real-scam-how-scammers-are-stealing-older-adults-life-savings)\n\n## By the numbers\n\n- The CFPB received approximately 5,806,800 credit or consumer reporting complaints in 2025, 88% of all complaints it received; approximately 5,102,800 were about Equifax, Experian and TransUnion. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Companies closed 51% of credit or consumer reporting complaints sent to them with an explanation, 40% with non-monetary relief and 0.02% with monetary relief (2025). [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n"},"credit_union":{"meta":{"sector":"credit_union","title":"Credit unions — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nCredit union members have the same federal card and transfer rights as bank customers: a prompt error notice for debit card and electronic transfers, and a written billing-error notice within 60 days for credit cards. If the credit union does not fix a problem, the NCUA's Consumer Assistance Center takes complaints about federal credit unions, but it first gives the credit union 60 calendar days to resolve it; the CFPB also accepts complaints. Check whether the credit union is federally insured, since some state-chartered credit unions use private insurance. Credit unions, like banks, do not ask you to move money to protect it or to share sign-in details or one-time codes.\n\n## How complaints work in this industry\n\n- The NCUA Consumer Assistance Center handles federal credit unions and, in some cases, federally insured state-chartered credit unions with total assets up to $10 billion, for complaints under federal consumer financial protection laws; it forwards other complaints to the right federal or state regulator. [NCUA Consumer Assistance Center](https://mycreditunion.gov/consumer-assistance-center)\n- Allow 10 business days for acknowledgment. The NCUA forwards the complaint to the credit union within 10 business days, and the credit union has 60 calendar days to try to resolve it before the NCUA starts a formal investigation. [NCUA Consumer Assistance Center](https://mycreditunion.gov/consumer-assistance-center)\n- If you disagree with the credit union's response, tell the NCUA in writing within 30 calendar days of the credit union's letter; an appeal of an NCUA determination goes in writing to the Director of the Division of Consumer Affairs within 30 days. [NCUA complaint process](https://mycreditunion.gov/about/consumer-assistance-center/compliant-process)\n- Include the credit union's full name and address, the staff you dealt with and dates, copies of correspondence and the resolution you want, and remove Social Security, card and account numbers from documents. [NCUA complaint process](https://mycreditunion.gov/about/consumer-assistance-center/compliant-process)\n- The CFPB also takes complaints about consumer financial products; companies generally respond in 15 days, and in some cases give a final response within 60 days. [CFPB: complaint process](https://www.consumerfinance.gov/complaint/process/)\n\n## Your leverage\n\n- Each member has at least $250,000 in total share insurance coverage at each federally insured credit union, backed by the full faith and credit of the United States government. Some state-chartered credit unions use private insurers, which are not backed by the U.S. government. [NCUA: share insurance](https://mycreditunion.gov/share-insurance)\n- Debit card, ATM, ACH and other electronic transfer errors (Regulation E): report within 60 days after the statement is sent; the institution must investigate within 10 business days, or within 45 days if it provisionally credits your account within 10 business days. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If you report a lost or stolen card or code within two business days of learning of it, your liability for unauthorized transfers is limited to the lesser of $50 or the amount taken before notice. [CFPB: Regulation E 1005.6](https://www.consumerfinance.gov/rules-policy/regulations/1005/6/)\n- Credit cards: a written billing-error notice received within 60 days after the first statement with the error must be resolved within two billing cycles (no later than 90 days), and the disputed amount may not be collected or reported as delinquent meanwhile. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- A credit union may not charge an overdraft fee on ATM or one-time debit card transactions unless you opted in to its overdraft service. [CFPB: Regulation E 1005.17](https://www.consumerfinance.gov/rules-policy/regulations/1005/17/)\n\n## Traps\n\n- The NCUA does not investigate until the credit union has had 60 calendar days to resolve the complaint, so complain to the credit union in writing first and keep the dates. [NCUA Consumer Assistance Center](https://mycreditunion.gov/consumer-assistance-center)\n- NCUA share insurance does not cover stocks, bonds, mutual funds, life insurance policies, annuities or safe deposit boxes, even when they are sold at a credit union. [NCUA: share insurance](https://mycreditunion.gov/share-insurance)\n- Investigation times can be longer than the 10-business-day baseline: Regulation E allows up to 90 days for point-of-sale debit card transactions and new accounts. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- Credit union policies can state longer timelines than the federal baseline; Navy Federal says debit card dispute investigations can take up to 120 days and a temporary credit is not guaranteed in some cases. [Navy Federal debit card FAQs](https://www.navyfederal.org/checking-savings/checking/debit/faqs.html)\n- Money you are tricked into moving out of a deposit account has fewer protections than a credit card charge and may not be recoverable. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/06/got-call-about-fraud-activity-your-bank-account-it-could-be-scammer)\n\n## Scams to watch for\n\n- Callers pretend to be employees of your bank or credit union and say your account is frozen, a payment has a problem or they noticed suspicious activity, to get your sign-in or account information; impostors spoof real phone numbers and email addresses. [Navy Federal: imposter scams](https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html)\n- Navy Federal says it will never ask for your online banking sign-in information and texts only from 5- or 6-digit short codes, never from a 10-digit number. [Navy Federal: imposter scams](https://www.navyfederal.org/makingcents/privacy-security/beware-of-rising-imposter-scams.html)\n- Anyone who calls about fraud on your account and offers to protect your money by moving it is a scammer, and no real fraud department asks for your verification code. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/06/got-call-about-fraud-activity-your-bank-account-it-could-be-scammer)\n- Forward phishing emails that claim to be Navy Federal to phishalert@navyfederal.org, and report suspicious calls, texts or social media messages to reportabuse@navyfederal.org. [Navy Federal: report fraud](https://www.navyfederal.org/services/security/report-fraud.html)\n"},"cruise":{"meta":{"sector":"cruise","title":"Cruise lines — how complaints work","last_verified":"2026-10-13"},"markdown":"## In short\n\nAsk the cruise line in writing first and keep the booking number, the cancellation notice and proof of payment. If a cruise from a U.S. port was cancelled or delayed by three or more days and you chose not to sail, you are owed a refund unless you agree to something else, such as a future cruise credit. If the refund has not come after 90 days, the Federal Maritime Commission's free dispute service can step in, and after 180 days or a denial you can claim against the line's FMC-filed bond. The FMC does not handle itinerary changes, missed ports, cabin problems or your own cancellation; those depend on the cruise ticket contract, which has short claim deadlines. Unsolicited \"free cruise\" calls are illegal robocalls that lead to fees.\n\n## How complaints work in this industry\n\n- The FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days and for death or injury on a voyage that embarks or disembarks at a U.S. port. [FMC: Cruise passenger assistance](https://www.fmc.gov/consumer-advice/cruise-service-issues/)\n- The FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate travel agents; it sends people to the state consumer protection agency where the company operates or is headquartered. [FMC: Cruise passenger assistance](https://www.fmc.gov/consumer-advice/cruise-service-issues/)\n- The FMC has no jurisdiction over cruises that do not embark from a U.S. port; it points those passengers to travel.state.gov. [FMC: Cruise passenger assistance](https://www.fmc.gov/consumer-advice/cruise-service-issues/)\n- If a cancelled cruise has not been refunded after more than 90 days, you can send the FMC's Dispute Resolution Service Request (Form FMC-32) to complaints@fmc.gov. [FMC: Cruise passenger assistance](https://www.fmc.gov/consumer-advice/cruise-service-issues/)\n- The FMC's Office of Consumer Affairs and Dispute Resolution Services offers ombuds assistance and mediation with \"no fees for services\" (202-523-5807). [FMC: CADRS](https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/)\n- Ombuds and mediation are voluntary: either side or CADRS staff can end them at any time, and CADRS staff act as neutrals who cannot give legal advice. The form authorizes CADRS to contact the cruise line and share what you send unless you mark it confidential. [FMC Form FMC-32](https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf)\n- Cruise lines take written complaints through their own forms. Carnival sends post-cruise questions to its Guest Care form and post-cruise ADA concerns to access@carnival.com, which it says it answers within 30 days. [Carnival: Contact us](https://www.carnival.com/about-carnival/contact-us), [Carnival: accessibility FAQ](https://www.carnival.com/about-carnival/special-needs/faqs)\n- The FMC publishes a list of links to each certified cruise line's nonperformance refund policy or instructions. [FMC: How to obtain a refund from a cruise line](https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/)\n- Disability access on cruise ships is enforced by the Justice Department under ADA Title III. DOJ takes complaints at civilrights.justice.gov/report or on the ADA Information Line (800-514-0301, TTY 1-833-610-1264), and says it cannot investigate every complaint. [ADA.gov: File a complaint](https://www.ada.gov/file-a-complaint/)\n\n## Your leverage\n\n- Nonperformance means a voyage cancelled or delayed by three or more calendar days when you choose not to sail on the delayed voyage or on a substitute the line offers. The rules cover ships with berths for 50 or more passengers that embark passengers at U.S. ports. [46 CFR 540.2](https://www.law.cornell.edu/cfr/text/46/540.2)\n- For nonperformance, first make a written refund request under the line's claims procedure. If it is not resolved within 180 days (or the line's shorter period), or the line denies it, you may claim against the line's financial instrument. Contact pvo@fmc.gov for the claim process. [46 CFR 540.9](https://www.law.cornell.edu/cfr/text/46/540.9), [FMC: Cruise passenger assistance](https://www.fmc.gov/consumer-advice/cruise-service-issues/)\n- Cruise lines must keep nonperformance coverage on file with the FMC; the FMC says the required amount is \"currently capped at $32 million\". The coverage reimburses passengers when a line fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them. [FMC: Passenger vessel operators](https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/), [FMC: Bureau of Certification and Licensing](https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/)\n- A cruise line between U.S. ports, or between a U.S. and a foreign port, may not give you less than 6 months to give notice of a personal injury or death claim, or less than 1 year to sue. Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims. [46 U.S.C. 30526](https://www.law.cornell.edu/uscode/text/46/30526)\n- The Supreme Court held in Spector v. Norwegian Cruise Line (June 6, 2005) that ADA Title III generally applies to foreign-flag cruise ships in U.S. waters, but does not require structural changes that conflict with international legal obligations. [Spector v. Norwegian Cruise Line, syllabus](https://www.law.cornell.edu/supct/html/03-1388.ZS.html)\n- In a July 23, 2015 ADA settlement covering Carnival Cruise Line, Princess Cruises and Holland America Line (62 ships), Carnival Corporation agreed to make 3% of cabins on each ship accessible, paid a $55,000 civil penalty and $350,000 in damages. [DOJ fact sheet (archive.ada.gov)](https://archive.ada.gov/carnival/carnival_fact_sheet.html)\n- Card dispute: a charge for services not delivered as agreed is a billing error under the Fair Credit Billing Act if the card issuer receives your written notice within 60 days after the first statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- If a travel agent sold the cruise, the FMC does not regulate it. In California, sellers of travel must register with the Attorney General, which takes complaints online, by phone at (213) 269-6564 or at sellers.travel@doj.ca.gov. [California AG: Seller of Travel](https://oag.ca.gov/travel)\n\n## Traps\n\n- The FMC rule lets you and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund. Read the credit's terms before you accept it instead of the refund. [46 CFR 540.9](https://www.law.cornell.edu/cfr/text/46/540.9)\n- A delay of less than three days, a changed itinerary or a skipped port is not nonperformance under the FMC rules, and the FMC says it does not regulate itinerary changes. [46 CFR 540.2](https://www.law.cornell.edu/cfr/text/46/540.2), [FMC: Cruise passenger assistance](https://www.fmc.gov/consumer-advice/cruise-service-issues/)\n- Royal Caribbean issues a future cruise credit automatically when it cancels a cruise or delays embarkation by 3 or more days; you must ask for a refund instead within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier. [Royal Caribbean: cancellation and refund policy](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- Ticket contracts let the line change ports, itineraries or ships without compensation, except for mechanical failure or where the law requires it. [Carnival Ticket Contract, section 8(d)](https://www.carnival.com/about-carnival/legal-notice/ticket-contract), [Royal Caribbean Ticket Contract, section 7](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Notice deadlines for non-injury claims are short and differ by line: Carnival wants written particulars within 30 days after you leave the ship and a suit within six months; Princess wants written notice within 15 days of the end of the cruise and a suit within 1 year. [Carnival Ticket Contract, section 14](https://www.carnival.com/about-carnival/legal-notice/ticket-contract), [Princess Passage Contract, section 17](https://www.princess.com/en-us/legal/passage-contract/pcl)\n- Contracts send disputes to Florida and to arbitration, and waive class actions. Carnival sends non-injury claims under $8,000 to small claims court in Miami-Dade County and larger ones to binding arbitration; injury claims go to federal court in Miami. Royal Caribbean requires AAA arbitration for claims other than injury, illness or death, started within one year. [Carnival Ticket Contract, sections 14 and 15](https://www.carnival.com/about-carnival/legal-notice/ticket-contract), [Royal Caribbean Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Royal Caribbean's contract limits its liability for anything other than injury, illness or death to a future cruise credit not exceeding the fare paid. [Royal Caribbean Ticket Contract, section 12](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Cancellation charges climb to 100% close to sailing: at 14 days or less before departure on Carnival, and at 30 days or less on Royal Caribbean bookings made on or after October 11, 2026. Non-refundable deposits are kept even in the free window. [Carnival: cancellation policy](https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy), [Royal Caribbean Ticket Contract, section 8](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Credits from your own cancellation are limited: a cancelled Carnival Early Saver fare becomes a future cruise credit worth the deposit minus $50 per person, usable within 12 months. Princess says its standard cancellation policy does not grant cruise credit. [Carnival: cancellation policy](https://www.carnival.com/popups/bookingengine/deposit-and-final-payment-cancellation-policy), [Princess: standard cancellation policy](https://www.princess.com/en-us/plan/standard-cancellation-refund-policy)\n\n## Scams to watch for\n\n- The FTC charged operators of a \"free cruise\" robocall scheme that made millions of illegal calls, spoofed local caller ID and offered two free cruise tickets for a survey, then pushed cruise extensions, upgrades and $59 per person in port taxes and fees. The FTC says to hang up without pressing any numbers and report the call at donotcall.gov. [FTC consumer alert, January 10, 2020](https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell)\n- The BBB warns that \"free\" cruise offers by phone, text, mail or email can carry port charges, taxes, tips and airfare, or require a timeshare or vacation club presentation. It says any trip or prize that requires a wire transfer is suspicious and to hang up on pressure to accept now. [BBB tip, updated June 5, 2024](https://www.bbb.org/article/news-releases/17248-bbb-tip-is-that-free-cruise-really-free)\n- Robocalls that try to sell you something are illegal unless the company has your written permission; report them to the FTC. [FTC consumer alert, January 10, 2020](https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell)\n"},"debt_collector":{"meta":{"sector":"debt_collector","title":"Debt collectors and debt buyers — how disputes and complaints work","last_verified":"2026-10-13"},"markdown":"## In short\n\nDo not pay or give account details to a collector you cannot verify. Read the validation notice: it states the date your validation period ends. Before that date, dispute in writing (certified mail, keep a copy) and ask for verification and the original creditor's name and address; the collector must stop collecting the disputed debt until it answers. Dispute any wrong collection entry with each credit bureau and with the collector directly. If the collector ignores you or keeps collecting, complain to the CFPB and your state attorney general. Real collectors never threaten arrest.\n\n## How complaints work in this industry\n\n- A collector must give you validation information at first contact or within five days after it: its name and mailing address, the original creditor, the itemized amount, what to do if you think the debt is not yours, and your rights. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- The FTC says to send a dispute letter within 30 days of receiving the validation information, by certified mail with a return receipt, and keep a copy; if you do not dispute within 30 days, the collector can assume the debt is valid. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Debt buyers often use a separate servicer. LVNV Funding outsources the management of its accounts to Resurgent Capital Services and asks that all inquiries go to Resurgent; Midland Funding's accounts are collected by Midland Credit Management. [LVNV Funding](https://www.lvnvfunding.com/) [Midland Credit Management](https://www.midlandcredit.com/)\n- Large collectors run their own complaint units. Midland's Consumer Resolution Center sends concerns to its Chief Compliance Officer by online form, phone (877-420-0039) or mail to P.O. Box 939069, San Diego, CA 92193. [Midland: contact us](https://www.midlandcredit.com/contact-us/)\n- The CFPB sent about 79% of the 387,400 debt collection complaints it received in 2025 to companies, and referred 15% to other agencies such as the FTC when it was not the primary regulator. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Collectors change hands. Convergent Outsourcing's website now redirects to Transworld Systems, which bought Convergent's former owner ACT Holdings in 2021. ERC (Enhanced Recovery Company) was bought by TrueML in 2022 and closed its Jacksonville office in late 2023. Use the name and address on your notice. [TSI: ACT Holdings acquisition](https://tsico.com/?p=57345) [Jacksonville Daily Record, September 26, 2023](https://www.jaxdailyrecord.com/news/2023/sep/26/enhanced-recovery-closing-jacksonville-office-that-employs-164)\n\n## Your leverage\n\n- A written dispute within the validation period makes the collector stop collecting the debt, or the disputed part, until it sends verification or a copy of a judgment. A written request for the original creditor's name and address also stops collection until it answers. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- A dispute sent through an email address or website portal that the collector accepts for communication counts as written. During the validation period the collector may not use communications that overshadow your dispute rights. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- You can dispute a collection entry directly with the collector as a furnisher. It must investigate a dispute sent to the address on your credit report or the address it gives for disputes, and finish within the same time limit as a credit bureau. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- You can tell a collector in writing to stop contacting you; after that it may contact you only to confirm it will stop or to tell you about a specific action, such as a lawsuit. If you have a lawyer, the collector must deal with the lawyer. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Collectors may not threaten harm or arrest, misstate the amount, pretend to be a lawyer or government official, or call more than seven times within seven days about a debt. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Midland says it will not sue you while you are actively making payments, and that logging in online does not restart the statute of limitations. [Midland: FAQs](https://www.midlandcredit.com/help-center/faqs/)\n- Enforcement history helps a complaint. In the case behind its 2023 order against PRA, the CFPB alleged collecting unsubstantiated debt, suing on time-barred debt and mishandling credit reporting disputes. [CFPB: Portfolio Recovery Associates](https://www.consumerfinance.gov/enforcement/actions/portfolio-recovery-associates-llc/) A 2020 order against Encore and Midland bars collecting time-barred debt without required disclosures. [CFPB: Encore Capital Group et al.](https://www.consumerfinance.gov/enforcement/actions/encore-capital-group-et-al/)\n\n## Traps\n\n- Not disputing within the validation period lets the collector assume the debt is valid, but under Regulation F failing to dispute is not a legal admission that you owe it. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs) [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- A collector can answer a repeat dispute by calling it duplicative instead of sending new verification. Put everything in the first dispute. [CFPB: Regulation F 1006.38](https://www.consumerfinance.gov/rules-policy/regulations/1006/38/)\n- A debt sale does not cancel the debt. LVNV says that after charge-off \"the new owner is LVNV Funding\" and \"this does not mean the debt goes away\". [LVNV Funding](https://www.lvnvfunding.com/)\n- Paying for \"dispute help\" is often wasted money. Midland says you can dispute for free directly with it. [Midland: FAQs](https://www.midlandcredit.com/help-center/faqs/)\n- Several collectors publish no dispute address online (Jefferson Capital, Resurgent, Transworld Systems). Use the address on your validation notice or credit report, and keep proof of mailing. [Jefferson Capital: contact](https://www.jcap.com/contact-us) [Resurgent](https://www.resurgent.com/)\n- Do not send a full Social Security number or bank or card numbers in a complaint form. [Midland: contact us](https://www.midlandcredit.com/contact-us/) [TSI: consumer support hub](https://tsico.com/consumer-support-hub/)\n\n## Scams to watch for\n\n- Fake debt collectors: Resurgent warns of harassing or threatening calls about payday, credit or collection accounts, and says not to give such a caller any financial, payment or personal information. Licensed collectors do not threaten arrest, jail or freezing your assets without due process. [Resurgent: scams and frauds](https://www.resurgent.com/scams-and-frauds)\n- Do not give personal or financial information to a collector until you have received validation information or know the collector. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n- Check the caller: Resurgent suggests confirming that the original creditor named matches an account you had. PRA publishes \"Who's Calling From\" pages for its phone numbers. [Resurgent: scams and frauds](https://www.resurgent.com/scams-and-frauds) [PRA: who's calling](https://www.portfoliorecovery.com/prapay/phone/8006548818)\n- \"Phantom debt\" business imposters: the FTC's 2025 imposter data cites a phantom debt scheme in which scammers impersonated businesses. People reported losing $3.5 billion to imposter scams in 2025. [FTC, June 15, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/06/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025)\n- Recovery and refund scams target people who already lost money, posing as government agencies, law firms or consumer groups and asking for an upfront fee. [FTC: refund and recovery scams](https://consumer.ftc.gov/articles/refund-and-recovery-scams)\n- Report fake or abusive collectors to your state attorney general, the FTC at ReportFraud.ftc.gov and the CFPB. [FTC: debt collection FAQs](https://consumer.ftc.gov/articles/debt-collection-faqs)\n\n## By the numbers\n\n- The CFPB received about 387,400 debt collection complaints in 2025. Companies closed 66% with an explanation, 23% with non-monetary relief and 0.1% with monetary relief. \"Attempts to collect debt not owed\" has been the top issue since 2013, and complaints about debts consumers did not recognize rose 240% against the prior two years' monthly average. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- CFPB complaints received July 1, 2025 to June 30, 2026: Resurgent Capital Services (LVNV) 25,451; CL Holdings LLC (a Jefferson Capital subsidiary name) 25,014; Encore Capital Group (Midland) 22,637; Portfolio Recovery Associates 20,723; Convergent Resources 48. Data retrieved 2026-10-13. [CFPB: Resurgent](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Resurgent%20Capital%20Services%20L.P.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB: CL Holdings](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CL%20Holdings%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB: Encore](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ENCORE%20CAPITAL%20GROUP%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB: PRA](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Portfolio%20Recovery%20Associates%2C%20LLC&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB: Convergent](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Convergent%20Resources%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB database lists no complaints about ERC received after February 5, 2024 (12,420 in total). [CFPB: ERC](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ERC&size=1&sort=created_date_desc)\n"},"fitness":{"meta":{"sector":"fitness","title":"Gyms and fitness memberships — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nGym cancellation rules live in your membership agreement and often differ by club and state, so read it first for the notice period, any annual fee date and any termination or buyout fee. Use every method the gym offers and keep proof: an online confirmation, or a written notice sent by certified mail with a return receipt. Cancel well before the next billing date (Planet Fitness needs 8 days, LA Fitness a postmark 5 business days ahead). If the gym keeps drafting your account, dispute the charges with your card issuer; changing the card number is often not enough. The FTC's click-to-cancel rule was vacated, but ROSCA and state laws still apply.\n\n## How complaints work in this industry\n\n- Many gyms are franchises or set rules per club: Anytime Fitness says each club is independently owned and cancellation policies vary by state, and Planet Fitness says some policies vary by location. [Anytime Fitness: contact](https://www.anytimefitness.com/contact/), [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/)\n- Cancellation methods differ by chain. Planet Fitness accepts the online member portal, the home club in person, or mail to the home club; LA Fitness accepts the online account, a club, or mail to P.O. Box 54170, Irvine, CA 92619. [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/), [LA Fitness membership questions](https://www.lafitness.com/Pages/MembershipQuestions.aspx)\n- Equinox lists five methods: a club manager, mail as described in the agreement, email to Cancellations@Equinox.com, phone through Equinox Concierge, or online; Crunch says only some clubs offer online cancellation in the Member Portal. [Equinox FAQ](https://www.equinox.com/faq), [Crunch FAQ](https://www.crunch.com/faq)\n- On August 20, 2025 the FTC sued the operators of LA Fitness, alleging cancellation was limited to one employee during set hours, members were steered to certified mail, and staff refused phone and email cancellations; an amended complaint followed on January 26, 2026, and the case is pending. [FTC press release, August 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/08/ftc-sues-la-fitness-making-it-difficult-consumers-cancel-gym-memberships), [FTC case page: LA Fitness](https://www.ftc.gov/legal-library/browse/cases-proceedings/la-fitness)\n\n## Your leverage\n\n- For memberships sold online, ROSCA requires \"simple mechanisms for a consumer to stop recurring charges\" (rule `rosca-negative-option`); the FTC's LA Fitness case relies on ROSCA and the FTC Act. [15 U.S.C. 8403](https://www.law.cornell.edu/uscode/text/15/8403)\n- New York requires cancellation as easy as sign-up, and if you joined in person the business must, where practical, also offer cancellation online or by phone (rule `ny-automatic-renewal-law`). [N.Y. Gen. Bus. Law 527-a](https://www.nysenate.gov/legislation/laws/GBS/527-A)\n- California requires online cancellation for anyone who accepted the automatic renewal online, and cancellation in the same medium used to sign up (rule `ca-automatic-renewal-law`). [Cal. Bus. & Prof. Code 17602](https://california.public.law/codes/business_and_professions_code_section_17602)\n- Certified Mail proves you sent the notice and shows when it was delivered; add Return Receipt to get the recipient's signature. [USPS: insurance and extra services](https://www.usps.com/ship/insurance-extra-services.htm)\n- If a gym keeps billing after you cancel, the FTC says to dispute it with your credit or debit card company, because \"just changing your credit or debit card number is often not enough,\" and to report it at ReportFraud.ftc.gov. [FTC consumer alert, August 22, 2025](https://consumer.ftc.gov/consumer-alerts/2025/08/la-fitness-made-it-difficult-people-cancel-gym-memberships-ftc-says)\n\n## Traps\n\n- Annual fees bill separately: Planet Fitness needs your request at least 8 days before the annual fee date, and Crunch's annual fee is up to $89 depending on the club. [Planet Fitness customer service FAQ](https://www.planetfitness.com/about-planet-fitness/customer-service/), [Crunch FAQ](https://www.crunch.com/faq)\n- Early exit fees: Planet Fitness commitment memberships may owe a buyout fee, and LA Fitness charges a termination fee if you cancel before the end of an initial term of three months or more. [Planet Fitness: memberships](https://www.planetfitness.com/gym-memberships), [LA Fitness membership questions](https://www.lafitness.com/Pages/MembershipQuestions.aspx)\n- Refund windows are short: Crunch says the only valid reason for a refund is cancelling within the first few days, and Orangetheory's 30-Day Risk Free Guarantee needs a request to the home studio within the first month. [Crunch FAQ](https://www.crunch.com/faq), [Orangetheory promotion terms](https://www.orangetheory.com/en-us/promotion-terms)\n- Add-ons can bill separately: the FTC alleges LA Fitness did not clearly disclose that add-ons such as towel service could be cancelled on their own. [FTC press release, August 20, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/08/ftc-sues-la-fitness-making-it-difficult-consumers-cancel-gym-memberships)\n- Do not cite the FTC click-to-cancel rule; the Eighth Circuit vacated it on July 8, 2025 (rule `ftc-click-to-cancel`). [Eighth Circuit opinion, Custom Communications v. FTC](https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf)\n\n## Scams to watch for\n\n- As of 2026-10-12 the registry has no gym-chain scam or phishing page on file. Take membership offers only from the club or the chain's own website or app, and pay by card. The FTC says paying by credit card best protects you if something goes wrong. [FTC: online shopping](https://consumer.ftc.gov/articles/online-shopping)\n- Social media is where most BBB survey respondents met scammers in 2025: Facebook (56.1%), Instagram (17.5%) and TikTok (11.3%). Treat discounted membership offers in ads with caution. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- The FTC says no real business will ever tell you to buy a gift card to pay it. [FTC: gift card scams](https://consumer.ftc.gov/articles/avoiding-and-reporting-gift-card-scams)\n"},"gig_delivery":{"meta":{"sector":"gig_delivery","title":"Rideshare and delivery apps — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nRide and delivery problems are handled inside the app: open Help on the specific trip or order and report it quickly, because windows are short (Uber asks for charge disputes within 30 days, Instacart for problem reports within 3 days). Uber has no phone line for riders, so do not trust an Uber rider support number from a search result or a message; DoorDash does publish a 24/7 support number. If the app refuses a refund for an order or ride not delivered as agreed, dispute the charge with your card issuer within 60 days of the statement. No real app asks you for a password or a login code.\n\n## How complaints work in this industry\n\n- Uber says it does not offer a customer service phone number for riders; support is in the app or on help.uber.com after sign-in. [Uber Help: riders](https://help.uber.com/riders)\n- DoorDash support is available 24/7 by in-app chat and by phone at 855-431-0459, and order self-help may offer a credit, refund or redelivery for missing or wrong items. [DoorDash consumer help center](https://help.doordash.com/consumers/s/?language=en_US), [DoorDash: missing or incorrect order](https://help.doordash.com/consumers/s/article/My-order-was-missing-an-item-incorrect-order?language=en_US)\n- Instacart accepts problem reports within 3 days of pickup or delivery (not for restaurant orders) and gives a refund or a credit up to what you paid for the item. [Instacart Help Center: missing or damaged items](https://www.instacart.com/help/section/3252458959/420247006)\n- Before arbitration, DoorDash and Uber both require a written notice and an informal dispute resolution conference within 60 days of the notice. [DoorDash U.S. Consumer Terms](https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US), [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en)\n- The FTC, 21 states and DC are suing Uber over Uber One sign-ups, promised savings and a cancellation path of up to 23 screens and 32 actions; the case is pending. [FTC press release, December 15, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/12/ftc-states-file-amended-complaint-against-uber-deceptive-billing-cancellation-practices)\n\n## Your leverage\n\n- Card dispute: a charge for something not delivered as agreed is a billing error under the Fair Credit Billing Act; your letter must reach the issuer within 60 days after the first bill with the error (rule `fcba-billing-error`). [FTC: using credit cards and disputing charges](https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges)\n- Subscriptions such as Uber One, DashPass, Grubhub+ and Instacart+ sold online are covered by ROSCA's consent and \"simple mechanisms\" cancellation requirements (rule `rosca-negative-option`). [15 U.S.C. 8403](https://www.law.cornell.edu/uscode/text/15/8403)\n- Grubhub must be contacted about an unauthorized Grubhub+ charge within 60 days of the charge. [Grubhub+ terms](https://lp.grubhub.com/legal/plus/)\n- Uber automatically refunds an Uber One renewal if you cancel within 24 hours before the renewal day and the payment already processed. [Uber One terms](https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en)\n\n## Traps\n\n- Uber's Terms say you waive the right to dispute a charge if you do not raise it in Help within 30 days, unless the app gives a different timeframe. [Uber U.S. Terms of Use](https://www.uber.com/legal/en/document/?name=general-terms-of-use&country=united-states&lang=en)\n- The apps' terms call payments final: DoorDash and Grubhub grant refunds or credits at their discretion. [DoorDash U.S. Consumer Terms](https://help.doordash.com/legal/document?type=cx-terms-and-conditions&region=US&locale=en-US), [Grubhub Terms of Use](https://www.grubhub.com/legal/terms-of-use)\n- Membership cutoffs: cancel DashPass and Grubhub+ at least 24 hours before the next payment, and Instacart+ charges may apply up to 6 hours before renewal. [DoorDash: cancel DashPass](https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US), [Grubhub+ terms](https://lp.grubhub.com/legal/plus/), [Instacart+ membership help](https://www.instacart.com/help/section/107169420/423178048)\n- Fees for lost items and damage: Lyft charges a $20 return fee once the driver says an item was returned, and damage fees of $25, $75 or $150 depending on severity. [Lyft: lost and found](https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers), [Lyft: damage fees](https://help.lyft.com/hc/en-us/articles/115012927367-I-was-charged-a-damage-fee)\n\n## Scams to watch for\n\n- Uber says its employees will never contact you by email or phone to request account information such as your password, and phishing messages link to a counterfeit login page; check for https://www.uber.com. [Uber: keeping your account safe](https://help.uber.com/riders/article/keeping-your-uber-account-safe?nodeId=f05a47d0-f435-4872-91bc-6a36bcab668b)\n- Lyft says no employee will contact you asking for personal information, such as a phone verification code or card number, unless you reached out first, and its emails come only from @lyft.com, @lyft-new.zendesk.com and @lyftmail.com. [Lyft: protect your personal info](https://help.lyft.com/hc/en-us/all/articles/115012923107)\n- Fake \"Support\" calls that ask for a password or code: DoorDash tells Dashers no one from DoorDash will ever ask for their password or security code. [DoorDash: protect your account](https://help.doordash.com/en-us/dashers/article/how-can-i-protect-my-doordash-account-information)\n- If a Lyft driver asks for cash to return a lost item, Lyft says to contact Lyft support instead; the return fee is charged in the app. [Lyft: lost and found](https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers)\n"},"ground_transport":{"meta":{"sector":"ground_transport","title":"Intercity bus and rail — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nIntercity buses and Amtrak have no federal refund rule like the airline one. Your rights come from the carrier's own ticket terms, which usually give vouchers, not cash, when you cancel, and a refund only when the carrier cancels. Claim deadlines for lost or damaged bags are short and liability limits are low. Complain to the carrier first; bus companies can then be reported to the Federal Motor Carrier Safety Administration (FMCSA), and a card dispute is the backstop when a cancelled trip is not refunded. Buy tickets only from the carrier's own website or app or its named partners.\n\n## How complaints work in this industry\n\n- FMCSA's National Consumer Complaint Database takes complaints about interstate bus companies (and household goods movers). [USA.gov: FMCSA](https://www.usa.gov/agencies/federal-motor-carrier-safety-administration)\n- Amtrak is a federally chartered railroad and FMCSA does not regulate it. Amtrak says a disability discrimination complaint can be filed directly with the Federal Railroad Administration's Office for Civil Rights. [Amtrak: non-discrimination policy](https://www.amtrak.com/planning-booking/accessible-travel-services/non-discrimination-policy)\n- Tickets on greyhound.com are sold by FlixBus, Inc. as a broker for independent bus operators; the operator of each trip is shown during booking. [Greyhound terms and conditions of purchase](https://www.greyhound.com/terms-and-conditions-of-purchase)\n- Megabus says \"megabus.com\" is a trade name, and the contract is with the regional operating carrier. [megabus terms](https://us.megabus.com/terms)\n- Greyhound says its ADA Compliance Specialist generally completes an investigation within 30 days of receiving a disability complaint. [Greyhound: customers with disabilities](https://www.greyhound.com/help-and-info/customers-with-disabilities)\n- Greyhound and FlixBus terms require individual AAA arbitration but exclude personal injury, lost or damaged luggage, ADA and Title VI claims. [Greyhound terms and conditions of purchase](https://www.greyhound.com/terms-and-conditions-of-purchase), [FlixBus terms](https://www.flixbus.com/general-terms-business-and-booking-conditions)\n\n## Your leverage\n\n- When the carrier cancels, the terms favor you. Greyhound's purchase terms give a full refund of the fare, including fees, for involuntary cancellations. [Greyhound terms and conditions of purchase](https://www.greyhound.com/terms-and-conditions-of-purchase) FlixBus offers a money refund to the original payment method within 7 working days when it cancels the bus. [FlixBus: delays and cancellations](https://support.flixbus.com/us/en-us/delays-and-cancellations)\n- Greyhound's Terms & Conditions of Travel allow reimbursement of up to two nights of lodging, capped at $80 per night per ticketed customer, in the delay situations they describe. [Greyhound terms and conditions of travel](https://www.greyhound.com/greyhound-terms-and-conditions-of-travel)\n- Amtrak refunds reserved fares in full to the original form of payment if you cancel within 24 hours of purchase and before departure, and Flex fares in full before departure. [Amtrak: refund and cancellation policy](https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy)\n- With a doctor's note, Amtrak waives its normal change and cancellation policies for the ill passenger's whole party. [Amtrak: refund and cancellation policy](https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy)\n- A card charge for a trip that was not provided as agreed can be disputed as a billing error if the issuer receives written notice within 60 days after the first statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps\n\n- Voluntary cancellations on Greyhound and FlixBus get a voucher for a share of the fare (20% less than 2 days before departure, up to 100% at 30 days or more), and booking and service fees are not refunded. [Greyhound: ticket refunds and exchanges](https://www.greyhound.com/help-and-info/travel-dilemmas/ticket-refunds-exchanges), [FlixBus: changing or cancelling a booking](https://support.flixbus.com/us/en-us/changing-or-canceling-a-booking)\n- If a Greyhound bus is delayed 120 minutes or more you can withdraw for a voucher or rebook free, but if you ride the delayed bus no refund is available. [Greyhound: ticket refunds and exchanges](https://www.greyhound.com/help-and-info/travel-dilemmas/ticket-refunds-exchanges)\n- Megabus does not refund or cancel reservations unless an operating carrier materially failed to provide the service, and carriers are not responsible for delays from traffic, road conditions or weather. [megabus terms](https://us.megabus.com/terms)\n- Baggage limits are low and claim windows short: Amtrak caps checked baggage at $500 per ticketed passenger and wants lost-bag claims within 30 days. [Amtrak: limited liability for baggage](https://www.amtrak.com/onboard/baggage-policy/lost-items-limited-liability-for-baggage) Megabus caps liability at $250 and wants claims within 60 days of discovery. [megabus terms](https://us.megabus.com/terms)\n- Greyhound's purchase terms require written notice of a damages claim within 90 days of the event, but also contain a conflicting 21-day version; file as early as you can. [Greyhound terms and conditions of purchase](https://www.greyhound.com/terms-and-conditions-of-purchase)\n- Amtrak fares cannot be changed or refunded after departure, and a no-show forfeits the full value of that segment. [Amtrak: refund and cancellation policy](https://www.amtrak.com/planning-booking/changes-refunds/refund-and-cancellation-policy)\n\n## Scams to watch for\n\n- Amtrak warns that criminals sell invalid discount Amtrak tickets on online auction sites and social media. Amtrak does not honor them; only tickets bought from Amtrak or its partners are valid. [Amtrak: fraud alert](https://www.amtrak.com/fraud-alert)\n- The FTC says not to assume a phone number in search results is real: scroll past paid results and type the company's address into the browser. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n"},"home_services":{"meta":{"sector":"home_services","title":"Home security and pest control — how complaints work","last_verified":"2026-10-13"},"markdown":"## In short\n\nProfessionally installed alarm monitoring and pest or termite control are usually sold on a signed contract that the company does not publish, so the first step is always to find your own copy and read the term, renewal, notice and early termination clauses. If you signed at home with a salesperson, you can cancel for any reason until midnight of the third business day under the FTC Cooling-Off Rule; mail the cancellation form and keep proof. After that, cancel by the method the contract names, confirm in writing with proof of delivery, and dispute any later charge with your card issuer. Check every door-to-door \"upgrade\" or \"your company was bought\" pitch with the company's own number or verify-rep tool before you let anyone in or sign anything.\n\n## How complaints work in this industry\n\n- Alarm contracts run for years and then renew. ADT's 10-K for 2025 says its standard contract terms are two, three or five years \"with automatic renewals for successive 30-day periods for residential security customers,\" and that a customer who cancels during the initial term owes a termination payment equal to \"a designated percentage of all remaining monthly payments.\" [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- Many accounts are signed by independent dealers. ADT says its authorized dealers are third-party independent dealers that must offer ADT the monitored accounts they generate, and Brinks Home says independent Sales Representatives and Dealers sell its products, including door-to-door. [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm), [Brinks Home: verify and report](https://www.brinkshome.com/verify-and-report)\n- Cancellation methods differ by company. Vivint's Terms of Service say to cancel by calling (800) 216-5232 and that the subscription is cancelled within 30 days of the request; SimpliSafe accepts mail, a call to 1-800-548-9508 or an in-app request confirmed by a call-back. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions), [SimpliSafe Terms of Service](https://simplisafe.com/legal/terms-of-service)\n- Pest control service contracts are not published online: Terminix says the service representative provides a copy of the Service Contract to sign. Termite work is a separate contract from general pest control at Orkin. [Terminix Terms of Agreement](https://www.terminix.com/terms-agreement/), [Orkin: termite service agreements](https://www.orkin.com/pests/termites/termite-control-methods/termite-service-agreements)\n- Most of these companies require individual arbitration. Vivint allows an opt-out letter within 30 days of first agreeing to its terms, SimpliSafe an opt-out email to TOS@simplisafe.com within 60 days, and Brinks Home says arbitration is mandatory but allows small claims court for qualifying individual claims. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions), [SimpliSafe Terms of Service](https://simplisafe.com/legal/terms-of-service), [Brinks Home terms](https://www.brinkshome.com/terms)\n- The FTC is the federal regulator; complaints about sales practices and contracts also go to the state attorney general. The FTC's Cooling-Off page says to report sellers that ignore the rule at ReportFraud.ftc.gov and to your state attorney general or local consumer protection agency. [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help)\n- State attorneys general act on service contracts: in November 2020 the Alabama Attorney General announced a $60 million settlement with Terminix over termite overcharges and service contracts it did not honor, including a $25 million consumer relief fund. [Alabama Attorney General, November 5, 2020](https://www.alabamaag.gov/attorney-general-steve-marshall-announces-60-million-settlement-with-terminix-over-illegal-business-practices-targeting-alabama/)\n\n## Your leverage\n\n- The FTC Cooling-Off Rule (rule `ftc-cooling-off-rule`) lets you cancel a sale made at your home ($25 or more) or at a temporary location such as a hotel room or fairground ($130 or more) until midnight of the third business day after the sale, for any reason. Saturdays count as business days; Sundays and federal holidays do not. [16 CFR 429.0](https://www.law.cornell.edu/cfr/text/16/429.0), [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help)\n- The seller must tell you about the right orally when you sign, print it near your signature in bold type, and give you two \"NOTICE OF CANCELLATION\" forms. After a valid cancellation it must refund all payments within 10 business days, and if it does not pick up the goods within 20 days of your notice you may keep them. [16 CFR 429.1](https://www.law.cornell.edu/cfr/text/16/429.1)\n- To cancel, sign and date one copy of the form (or write a letter if you got no form), mail it postmarked before the deadline, and keep a copy; the FTC suggests certified mail with a return receipt. [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help)\n- The rule does not cover sales made entirely by phone, mail or online, sales at the seller's permanent store, emergency sales with a handwritten waiver, or repair or maintenance you asked for (extra goods or services sold during that visit are still covered). Some state laws give more rights. [16 CFR 429.0](https://www.law.cornell.edu/cfr/text/16/429.0), [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help)\n- In California, a residential alarm agreement signed on or after January 1, 2017 that renews for more than one month must have a separate auto-renewal disclosure that the consumer signs or initials; without that separate acknowledgment the automatic renewal provision is void. [Cal. Bus. & Prof. Code 7599.54](https://california.public.law/codes/business_and_professions_code_section_7599.54)\n- After the initial term, the renewal period is short: ADT's residential contracts renew in 30-day periods, and Brinks Home Plus has no termination charge during a renewal term. [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm), [Brinks Home terms](https://www.brinkshome.com/terms)\n- No-contract monitoring exists: SimpliSafe's terms say \"There are no termination fees,\" and Vivint offers month-to-month service agreements when equipment is bought upfront. [SimpliSafe Terms of Service](https://simplisafe.com/legal/terms-of-service), [Vivint legal](https://www.vivint.com/legal)\n- Vivint must tell you about new fees or fee increases before charging them. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n\n## Traps\n\n- Early termination fees are a share of every remaining month: Brinks Home Plus charges 100 percent of the remaining payments if cancelled in its initial term, and ADT's charge is a designated percentage of all remaining monthly payments. [Brinks Home terms](https://www.brinkshome.com/terms), [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- Financed equipment survives cancellation: Vivint equipment financing is a separate agreement with a third-party financing partner, and Brinks Home says a customer who financed equipment owes any remaining balance under the financing contract. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions), [Brinks Home FAQs](https://www.brinkshome.com/faqs)\n- Returning equipment or stopping AutoPay does not end the contract. Brinks Home says returning equipment \"will not automatically terminate your monitoring contract,\" and Terminix says cancelling the AutoPay authorization \"does not cancel Purchaser's obligations under this Agreement.\" [Brinks Home return policy](https://www.brinkshome.com/return-policy), [Terminix Terms of Agreement](https://www.terminix.com/terms-agreement/)\n- Notice periods are built in: a Vivint cancellation can take up to 30 days to take effect, and SimpliSafe does not refund unearned charges for a partial calendar month. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions), [SimpliSafe Terms of Service](https://simplisafe.com/legal/terms-of-service)\n- A three-day \"practice mode\" means no dispatch: SimpliSafe will not notify authorities about any alarm during the first three days after activation, even in an actual emergency. [SimpliSafe Terms of Service](https://simplisafe.com/legal/terms-of-service)\n- Termite damage is often uninsured: Orkin says \"Most homeowner's insurance policies do not cover termite damage,\" and Terminix's damage repair guarantee applies only as long as you maintain your plan and not all homes qualify. [Orkin: termite service agreements](https://www.orkin.com/pests/termites/termite-control-methods/termite-service-agreements), [Terminix termite control](https://www.terminix.com/termite-control/)\n\n## Scams to watch for\n\n- Door-to-door \"switch\" pitches: competitors' reps tell alarm customers their company was bought, is going out of business or is \"taking over\" the account, and push a new contract the same day. Brinks Home lists pitches such as \"Brinks Home is going out of business\" and \"Your contract is expiring—here's a new one to sign\"; Vivint warns of reps who say Vivint was sold or left the area. [Brinks Home: verify and report](https://www.brinkshome.com/verify-and-report), [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- Verify before you open the door or sign: ADT says to call 800-ADT-ASAP before letting an unexpected ADT or Authorized Dealer visitor in and never to sign documents without a thorough review; Vivint says a rep without a badge ID number does not work for Vivint; Brinks Home badges carry a photo, ID number and QR code. [ADT newsroom, May 13, 2025](https://newsroom.adt.com/safety-trends/protect-yourself-from-sales-scams-how-to-spot-and-avoid-fraudulent-sales-tactics), [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep), [Brinks Home: verify and report](https://www.brinkshome.com/verify-and-report)\n- \"Upgrade\" visits: Vivint says it will never send someone from a manufacturer to inspect or upgrade your system unless it is a Smart Home Pro, and Brinks Home says it typically does not contact customers to offer equipment upgrades. [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep), [Brinks Home: verify and report](https://www.brinkshome.com/verify-and-report)\n- Credit misuse at the door: in 2021 Vivint paid $20 million to settle FTC charges that commission-only door-to-door reps used other people's credit histories, or added co-signers without permission, to get financing approved. If a debt collector contacts you about a security account you never opened, report identity theft. [FTC press release, April 29, 2021](https://www.ftc.gov/news-events/news/press-releases/2021/04/smart-home-monitoring-company-vivint-will-pay-20-million-settle-ftc-charges-it-misused-consumer), [Vivint contact us (links to the identity theft report at vivint.com/legal/idverify)](https://www.vivint.com/company/contact-us)\n- The BBB reported in 2018 that thousands of consumers had complained about dishonest and misleading home security sales pitches or reported door-to-door scams in 2017. [BBB release via ADT investor relations, May 18, 2018](https://investor.adt.com/News--Events/news/news-details/2018/BBB-Helps-Fight-Fraud-at-the-Front-Door-by-Teaming-with-ADT-and-Other-Security-Leaders-05-18-2018/default.aspx)\n\n## By the numbers\n\n- ADT reported about 6.1 million security monitoring service subscribers as of December 31, 2025. [ADT 10-K for 2025](https://www.sec.gov/Archives/edgar/data/1703056/000170305626000022/adt-20251231.htm)\n- The FTC sent nearly $500,000 to 470 consumers harmed by Vivint's misuse of credit reports in December 2024, an average of $1,056 each. [FTC press release, December 5, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/12/ftc-sends-payments-consumers-harmed-vivints-misuse-consumer-credit-reports)\n"},"insurance_health":{"meta":{"sector":"insurance_health","title":"Health insurance — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nA denial is usually not the last word. File an internal appeal within 180 days, with the denial letter, the plan language and a letter from your doctor; if the plan says no again, ask for an external review within 4 months, which the insurer must follow. Very few people appeal (under 1 percent of denied in-network Marketplace claims in 2024), yet appeals often win, and for some Medicare Advantage prior authorization denials nearly all appeals were overturned. For surprise out-of-network bills, use the No Surprises Act. Never give your insurance or Medicare number to someone who calls you, and refuse \"free\" genetic tests or equipment you did not order.\n\n## How complaints work in this industry\n\n- Step 1 is the internal appeal: file within 180 days (6 months) of the denial notice. Insurers must tell you their decision within 15 days for a prior authorization request, 30 days for care already received, and 72 hours for urgent care. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/)\n- Step 2 is external review by an independent reviewer: file within 4 months after the final denial notice. The insurer is required by law to accept the reviewer's decision. Standard reviews are decided within 45 days, expedited ones within 72 hours. [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n- In urgent situations you may file the internal appeal and the external review request at the same time. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/)\n- External review is free in the HHS-run process; other processes may charge at most $25 per review. Whether your state or HHS runs it depends on the state and the plan, so ask the plan which process applies. [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n- HealthCare.gov says that if your external review deadline fell between July 1 and August 3, 2026 and your plan uses the HHS process, you may have until October 2, 2026. [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n- California HMO members (for example Kaiser Permanente) can go to the Department of Managed Health Care if a grievance is unresolved after 30 calendar days; the DMHC decides whether the case qualifies for Independent Medical Review, and Kaiser says it will honor the DMHC decision. [Kaiser Permanente provider manual, 2023](https://healthy.kaiserpermanente.org/content/dam/kporg/final/documents/community-providers/ncal/2023/member-rights-and-responsibilities-en-2023.pdf)\n- Medicare Advantage and Part D plans follow Medicare's own appeal timelines. For example, Aetna Medicare decides expedited authorization appeals within 72 hours and standard ones within 30 calendar days, standard claim-denial appeals within 60 calendar days (no expedited option), and standard Part D redeterminations within 7 days. [Aetna Medicare appeals](https://www.aetna.com/medicare/contact-us/appeal.html)\n\n## Your leverage\n\n- Appeals are rare but often succeed. In 2024 HealthCare.gov plans denied 19 percent of in-network claims (about 85 million of 451 million); consumers appealed fewer than 1 percent of them (at least 262,982), and insurers upheld 66 percent of those appeals. [KFF, March 2026](https://www.kff.org/patient-consumer-protections/claims-denials-and-appeals-in-aca-marketplace-plans-in-2024/)\n- Prior authorization denials are overturned on appeal often: in 2025 data, 67 percent of appealed standard prior authorization denials in Medicare Advantage were overturned, and 43 percent in the HealthCare.gov Marketplace. [KFF, August 2026](https://www.kff.org/patient-consumer-protections/prior-authorization-metrics-provide-new-insights-into-insurer-practices-but-gaps-remain/)\n- For skilled nursing facility admission in Medicare Advantage (June 2024), the 19 insurers studied denied 12 percent of requests, enrollees appealed 18 percent of denials, and insurers overturned 95 percent of appealed denials (2,313 of 2,445). [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n- The No Surprises Act (in effect since January 1, 2022) generally protects you from surprise out-of-network bills for emergency room visits, non-emergency care at in-network hospitals, and air ambulance services. CMS's help line is 1-800-985-3059, 7 days a week. [CMS: know your rights](https://www.cms.gov/medical-bill-rights/know-your-rights)\n- Uninsured or self-pay? Providers usually must give a good faith estimate. If a provider bills at least $400 more than its estimate, you can start a patient-provider dispute within 120 days of the initial bill; the fee is $25 and is non-refundable. [CMS: dispute a bill](https://www.cms.gov/medical-bill-rights/help/dispute-a-bill)\n- Many denials are paperwork, not medicine: in 2024 Marketplace data, 25 percent of in-network denial reasons were administrative, 13 percent excluded service, 9 percent missing prior authorization or referral, and 5 percent medical necessity (36 percent \"other\"). Ask the plan for the exact reason and fix it. [KFF, March 2026](https://www.kff.org/patient-consumer-protections/claims-denials-and-appeals-in-aca-marketplace-plans-in-2024/)\n\n## Traps\n\n- Missing a deadline ends the right: 180 days for an internal appeal and 4 months for external review under the federal rules; plan documents can set different terms. [HealthCare.gov: internal appeals](https://www.healthcare.gov/appeal-insurance-company-decision/internal-appeals/) [HealthCare.gov: external review](https://www.healthcare.gov/appeal-insurance-company-decision/external-review/)\n- Denials the plan reports as \"other\" or \"administrative\" give little detail; out-of-network claims were denied at 37 percent in 2024 Marketplace data. [KFF, March 2026](https://www.kff.org/patient-consumer-protections/claims-denials-and-appeals-in-aca-marketplace-plans-in-2024/)\n- The good faith estimate dispute is only for care received without using insurance, on or after January 1, 2022. [CMS: dispute a bill](https://www.cms.gov/medical-bill-rights/help/dispute-a-bill)\n- A denied genetic test can leave you with the full bill: if Medicare denies the claim for a test you did not need, you could owe thousands of dollars. [HHS OIG genetic testing alert](https://oig.hhs.gov/fraud/consumer-alerts/fraud-alert-genetic-testing-scam/)\n\n## Scams to watch for\n\n- \"Free\" genetic tests: scammers offer cheek swabs by phone, at health fairs or door to door, or mail kits nobody ordered, to collect Medicare information for fraud. Refuse or return kits your doctor did not order. Report to tips.hhs.gov or 1-800-447-8477. [HHS OIG genetic testing alert](https://oig.hhs.gov/fraud/consumer-alerts/fraud-alert-genetic-testing-scam/)\n- Medicare will never call to sell you anything or visit you at home. Give your Medicare number only to your doctor and others who should have it, such as your insurer or your State Health Insurance Assistance Program. [Medicare.gov: reporting fraud and abuse](https://www.medicare.gov/basics/reporting-medicare-fraud-and-abuse)\n- Report Medicare Advantage or drug plan fraud to the I-MEDIC at 1-877-772-3379 (1-877-7SAFERX). [Medicare.gov: reporting fraud and abuse](https://www.medicare.gov/basics/reporting-medicare-fraud-and-abuse)\n- Fake insurer calls: Kaiser Permanente says it will never ask for your password by phone or email, and that a caller who says your account needs to be confirmed should be checked by calling customer service directly. [Kaiser Permanente: protecting personal information](https://healthy.kaiserpermanente.org/pages/online-security/protecting-personal-information)\n- Cigna warns about promotions that offer free tests, treatment or services and ask for your insurance information. [Cigna: report fraud](https://www.cigna.com/legal/members/report-fraud)\n- Check each explanation of benefits for services you never received; insurers' fraud units take reports, for example Aetna at 1-800-338-6361 and Cigna at 1-800-667-7145. [Aetna: fraud and abuse](https://www.aetna.com/about-us/fraud-waste-abuse.html) [Cigna: report fraud](https://www.cigna.com/legal/members/report-fraud)\n\n## By the numbers\n\n- 2024 HealthCare.gov in-network denial rates ranged from 3 to 36 percent by insurer; among parent companies with more than 5 million claims, Elevance Health was lowest (8 percent) and Oscar Health highest (25 percent). [KFF, March 2026](https://www.kff.org/patient-consumer-protections/claims-denials-and-appeals-in-aca-marketplace-plans-in-2024/)\n- At least 5,881 external appeals were filed in 2024 HealthCare.gov plans, about 4 percent of internal appeals the insurer upheld. [KFF, March 2026](https://www.kff.org/patient-consumer-protections/claims-denials-and-appeals-in-aca-marketplace-plans-in-2024/)\n- Medicare Advantage skilled nursing facility requests, June 2024 (denial rate; share of appealed denials overturned): UnitedHealth Group 12.9 percent, 99.7 percent; CVS Health (Aetna) 13.5 percent, 98.2 percent; Humana 13.5 percent, 92.1 percent; The Cigna Group 8.8 percent, 96.0 percent; Kaiser Foundation Health Plan 14.0 percent denial rate. [HHS OIG OEI-09-24-00331, June 2026](https://oig.hhs.gov/documents/audit/11694/OEI-09-24-00331.pdf)\n"},"insurance_property":{"meta":{"sector":"insurance_property","title":"Auto, home and renters insurance — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nReport the claim fast, document everything, and get every decision and estimate in writing. State law sets deadlines for the insurer to acknowledge, decide and pay; when they slip, or the amount is too low, send your own estimates, then file a complaint with your state insurance department, which is free and is what triggers enforcement. For a dispute about the amount of a covered loss, most policies allow appraisal, but you pay your own appraiser and half the umpire. After a storm, do not pay a contractor up front, do not sign blank contracts, and never sign your insurance check over to a contractor.\n\n## How complaints work in this industry\n\n- Insurance is regulated by the states, so the complaint goes to your state insurance department. In California, file at insurance.ca.gov or call (800) 927-4357; the department says formal consumer complaints are required before it can take direct enforcement action. [California Department of Insurance, June 2025](https://www.insurance.ca.gov/0400-news/0102-alerts/2025/Commissioner-Lara-Launches-Investigation.cfm) [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n- Texas: if you believe an insurer treated you unfairly, file a complaint with the Texas Department of Insurance or call its Help Line at 800-252-3439 (8 a.m.-5 p.m., Monday-Friday). [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- Deadlines are set by state law. In Texas, the insurer has 15 business days to acknowledge a claim, then 15 business days after it gets what it needs to accept or deny, may extend by 45 days if it says why, and must pay within five business days after agreeing to pay. A rejection must give the reason in writing. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- In Florida (statute as of 2026), a property insurer must acknowledge claim communications within 7 calendar days, inspect within 30 days after receiving proof-of-loss statements, and pay or deny within 60 days after notice of an initial, reopened or supplemental claim. [Fla. Stat. 627.70131](http://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=0600-0699/0627/Sections/0627.70131.html)\n- Complaints can lead to penalties. After a market conduct examination of State Farm General's Los Angeles wildfire claims found 398 violations in 114 of 220 sampled claims, California filed an accusation that also counts 34 violations based on consumer complaints; penalties can reach $5,000 per violation, or $10,000 if willful, after a hearing. [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n\n## Your leverage\n\n- Appraisal settles disputes about the amount of a loss: you and the insurer each hire an appraiser, the two pick an umpire, and if their estimates differ the umpire's decision binds both sides. Check your policy for the deadline to demand appraisal. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- Back your number with documents: send the insurer supporting evidence such as a contractor's repair estimate when you dispute the adjuster's estimate, and get estimates from more than one contractor or body shop. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html) [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- You choose the repair shop: in Texas you can take your car to any shop, not only the insurer's list. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- A public adjuster works for you, not the insurer, but charges a fee and cannot give legal advice or take part in repairing your property. In Texas a public adjuster must have a TDI license. [TDI home insurance guide](https://www.tdi.texas.gov/pubs/consumer/cb025.html)\n- Florida caps public adjuster fees at 10 percent of claim payments for claims under a declared state of emergency and 20 percent otherwise, and lets you cancel a public adjuster contract within 10 days (for emergency claims, within 30 days after the loss or 10 days after signing, whichever is longer). [Fla. Stat. 626.854](http://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=0600-0699/0626/Sections/0626.854.html)\n- Ask for the denial reason in writing: Texas requires it, and State Farm says it sends a letter that explains the specific policy language behind a home claim denial. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html) [State Farm home and property claims](https://www.statefarm.com/claims/home-and-property)\n\n## Traps\n\n- Appraisal is not free: you pay your own appraiser and half of the umpire's costs, and the umpire's decision is final. [TDI: if your insurance isn't paying enough](https://www.tdi.texas.gov/tips/disagree.html)\n- Deadlines can stretch: a Texas insurer can extend its decision deadline by 45 days, and TDI can add 15 more days after a weather-related catastrophe. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- The insurer subtracts the deductible from its payment, and you still owe it to the contractor or body shop. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n- A public adjuster's percentage comes out of your claim payment; ask what you will pay before you hire one. [TDI home insurance guide](https://www.tdi.texas.gov/pubs/consumer/cb025.html)\n- Do not sign a repair contract with blank spaces or pay the contractor in full up front. [TDI: getting your claim paid](https://www.tdi.texas.gov/tips/getting-your-insurance-claim-paid.html)\n\n## Scams to watch for\n\n- Storm chasers: the FTC says to walk away from a contractor who wants cash up front, to hire only licensed and insured contractors, to get a written contract with no blank spaces, to pay by credit card or check, and to make the final payment only when the work is done. [FTC: scams after weather emergencies](https://consumer.ftc.gov/articles/how-avoid-scams-after-weather-emergencies-and-natural-disasters)\n- Never sign your insurance check over to a contractor. [FTC: scams after weather emergencies](https://consumer.ftc.gov/articles/how-avoid-scams-after-weather-emergencies-and-natural-disasters)\n- FEMA does not charge application fees; anyone who wants money to help you qualify for FEMA funds is running a scam. [FTC: scams after weather emergencies](https://consumer.ftc.gov/articles/how-avoid-scams-after-weather-emergencies-and-natural-disasters)\n- Fake insurer phone numbers and websites appear in search results. GEICO and State Farm both warn about them; State Farm names look-alike domains such as statfarm.com. [GEICO: phishing scams](https://www.geico.com/about/fraud-awareness/phishing-scams/) [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n- Phishing emails impersonate claims departments. State Farm says not to click links or open attachments in unexpected claim emails. [State Farm security](https://www.statefarm.com/customer-care/privacy-security/security)\n- Fake agents sell policies with no real coverage and ask for cash or payment to themselves. The premium payee should always be the insurance company; check the agent's license with the state insurance department. [Progressive: life insurance fraud](https://www.progressive.com/answers/life-insurance-fraud/)\n\n## By the numbers\n\n- California homeowners, justified complaints per 100,000 earned exposures, 2025 (2024): State Farm General 6.1 (11.9), Allstate Insurance Company 2.8 (4.5), Farmers Insurance Exchange 9.6 (40.2), Liberty Insurance Corporation 12.8 (36.7), Nationwide Mutual 1.0 (2.6), United Services Automobile Association 0.9 (1.3). [CDI homeowners complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/homecomposite.cfm)\n- California auto, justified complaints per 100,000 earned exposures, 2025 (2024): State Farm Mutual Automobile 3.1 (3.4), GEICO General 2.0 (2.0), Progressive Select 4.4 (3.2), Progressive Direct 0.6 (1.3), Allstate Northbrook Indemnity 2.6 (3.0), Farmers Insurance Exchange 3.7 (4.2). [CDI auto complaint composite](https://www.insurance.ca.gov/01-consumers/120-company/03-concmplt/autocomposite.cfm)\n- State Farm policyholders filed about 11,300 of the 38,835 residential claims from the 2025 Los Angeles wildfires, according to the California Department of Insurance claims tracker. [California Department of Insurance, May 2026](https://www.insurance.ca.gov/0400-news/0100-press-releases/2026/release019-2026.cfm)\n"},"internet_tv":{"meta":{"sector":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost bill shocks are a promotion that ended; check the promotion end date on the bill, then ask for current offers or switch. Dispute wrong charges in writing within the provider's deadline (as short as 30 days at Optimum), and request outage credits yourself, because several providers credit only on request. When you cancel, return every piece of equipment by the deadline and keep the receipt; unreturned-equipment fees run to hundreds of dollars. Real providers do not take gift cards and do not charge a fee to unlock a discount.\n\n## How complaints work in this industry\n\n- The FCC reviews each complaint and in many cases serves it on the provider, which has up to 30 days to respond to you and the FCC. Not every complaint is served. [FCC Consumer Help Center](https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940)\n- The FCC asks you to try the provider first; filing an informal complaint is free. [FCC: filing an informal complaint](https://www.fcc.gov/consumers/guides/filing-informal-complaint)\n- State utility commissions often cannot help with internet or satellite TV. New York's Department of Public Service takes cable TV complaints but sends satellite TV and internet complaints to the NYS Attorney General. [NY DPS](https://dps.ny.gov/file-complaint)\n- North Carolina's Public Staff sends broadband, internet, bundled package, cable and satellite TV complaints to the NC Attorney General's Office. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- Missouri's PSC does not regulate internet providers or cable television rates or service; Arizona's Corporation Commission consumer services cannot handle cable TV, satellite TV or internet complaints. [Missouri PSC](https://psc.mo.gov/General/Submit_A_Complaint) [Arizona Corporation Commission](https://azcc.gov/utilities/consumer-services)\n- Some states do take cable TV complaints: the New Jersey Board of Public Utilities lists a toll-free cable TV complaint line, (800) 624-0331. [NJ BPU](https://www.nj.gov/bpu/assistance/complaints/)\n- Billing dispute deadlines vary a lot: Optimum requires a written dispute within 30 days of receiving the bill; Spectrum within 60 days after the bill due date; Xfinity within 120 days of the bill date. [Optimum terms](https://www.optimum.com/terms-of-service/residential) [Spectrum annual notice](https://www.spectrum.com/policies/annual-notice) [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Before arbitration, every major provider requires a written notice and a waiting period: 60 days at Xfinity, Optimum and DIRECTV; 30 days after Spectrum receives a \"Notice of Intent to Arbitrate\". [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) [Optimum terms](https://www.optimum.com/terms-of-service/residential) [DIRECTV](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf) [Spectrum terms](https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service)\n- DISH's Dispute Resolution Notice must be a declaration signed under penalty of perjury, with an itemized calculation of damages. [DISH Residential Customer Agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n\n## Your leverage\n\n- Cable and satellite TV bills must show when a promotional price ends and must show the post-promotion rate 60 and 30 days before the introductory period ends (FCC \"all-in\" pricing rule, compliance required since December 19, 2024 for most providers). [47 CFR 76.310](https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310)\n- Every broadband plan must have an FCC broadband label showing the monthly price, introductory rates, fees and typical speeds, at the point of sale and in your online account. [47 CFR 8.1](https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1)\n- Outage credits: Spectrum's Customer Commitment promises a credit for the full day when a neighborhood outage lasts more than two hours (excluding power outages, natural disasters and overnight scheduled maintenance). [Spectrum Customer Commitment](https://www.spectrum.com/our-customer-commitment)\n- Xfinity gives a pro rata credit for an interruption of more than 24 consecutive hours if you request it within 120 days; its online outage tool applies some credits automatically. Its agreement lists separate outage-credit rules for Maine, New Jersey, New York and Ohio. [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) [Xfinity outage credit](https://www.xfinity.com/support/articles/check-service-outage)\n- A price change can let you leave: Xfinity says you may cancel if a material change hurts you, but continued use for more than 30 days after the change counts as acceptance. [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Some providers sell multi-year price guarantees to new customers, for example Xfinity's five-year guarantee launched April 15, 2025. Ask whether one applies before you agree to a new plan. [Comcast press release](https://corporate.comcast.com/press/releases/comcast-launches-five-year-guarantee-for-xfinity-internet-customers)\n- Retention offers are real but hard to reach. On the Xfinity Community Forum, Xfinity staff say there is no direct retention number and route customers to a direct message to \"Xfinity Support\" to check for a new promotion. [Xfinity Community Forum](https://forums.xfinity.com/conversations/billing/retention-department-contact-information-needed/681a62e8ce99874d94d53b2b)\n- Spectrum Community moderators route cancellations to the Customer Solutions team at 1-855-707-7328; DIRECTV's cancel page routes cost-related cancellations to 800.531.5000. [Spectrum Community](https://community.spectrum.net/discussion/178853/disconnect-service) [DIRECTV](https://www.directv.com/customer/cancel-help)\n- Speed claims are enforceable. Under a stipulated order the FTC announced in May 2022, Frontier must substantiate internet speed claims customer by customer and let DSL customers who get speeds well below the advertised rate change or cancel at no charge. [FTC](https://www.ftc.gov/news-events/news/press-releases/2022/05/ftc-takes-action-against-frontier-lying-about-internet-speeds-ripping-customers-who-paid-high-speed)\n\n## Traps\n\n- At the end of a promotion, standard pricing applies automatically. [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement)\n- Equipment return deadlines are short and fees are high: Xfinity's agreement requires return within 10 days after termination; Frontier charges up to $500 per device not returned within 30 days; DISH requires return within 30 days. [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) [Frontier](https://frontier.com/helpcenter/account/how-to-return-frontier-equipment) [DISH agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- DIRECTV's equipment lease agreement charges $45 per receiver and $135 per DVR not received within 21 days; Optimum lists unreturned-equipment fees such as $345.00 for an HD/DVR receiver. [DIRECTV lease agreement](https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf) [Optimum fees](https://www.optimum.com/pricing-packages)\n- Equipment is not \"returned\" until the provider receives it. DISH says the customer bears the risk of loss in shipment, so keep the tracking number. [DISH agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- No refund for the rest of the month: DIRECTV gives no prorated credit for partial periods; Optimum says payments are nonrefundable for partially used periods; DISH gives no credits on cancellation, including for unused promotional discounts. [DIRECTV](https://www.directv.com/customer/cancel-help) [Optimum terms](https://www.optimum.com/terms-of-service/residential) [DISH agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf)\n- Early termination fees can apply when you cancel before a promotional or contract term ends at Optimum, DISH, DIRECTV and Frontier. [Optimum terms](https://www.optimum.com/terms-of-service/residential) [DISH agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf) [DIRECTV](https://www.directv.com/customer/cancel-help) [Frontier](https://frontier.com/helpcenter/account/disconnecting-your-service)\n- Some agreements limit outage remedies: Optimum's credits are at its sole discretion; DISH says it is not liable for any interruption in service; Frontier's internet terms reserve the right to refuse credits for interruptions. [Optimum terms](https://www.optimum.com/terms-of-service/residential) [DISH agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf) [Frontier internet terms](https://frontier.com/documents/corporate/terms/residential-internet-service-may-2025.pdf)\n- Arbitration opt-out windows close 30 days after sign-up at Xfinity, Optimum, DISH and Spectrum. [Xfinity agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) [Optimum terms](https://www.optimum.com/terms-of-service/residential) [DISH agreement](https://www.dish.com/content/dam/dish/pdfs/service-agreements/2026/sep-10/6c%20-%20RCA%20-%20English%209.10.26.pdf) [Spectrum terms](https://www.spectrum.com/policies/residential-general-terms-and-conditions-of-service)\n- DIRECTV arbitration: the consumer is generally responsible for the $200 AAA filing fee. [DIRECTV](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n\n## Scams to watch for\n\n- On September 10, 2025 the FCC warned of robocalls, voicemails and texts offering \"50% off\" Comcast, Spectrum or Prime bills; callers then say the only way to keep the discount is to prepay several months with gift cards. The FCC calls pressure to act quickly and gift-card-only payment sure signs of a scam. [FCC alert](https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf)\n- \"Discount if you pay now\" calls. Spectrum says it will never ask you to pay a fee to get a discount; DIRECTV says its representatives will never ask you to pay upfront for discounted services or promotions. [Spectrum](https://www.spectrum.net/support/general/scam-and-fraud-alerts) [DIRECTV](https://www.directv.com/support/article/000086841)\n- DISH warns about offers that require payment 6 months or a year in advance, or payment by money order or gift card; DISH bills monthly. [DISH](https://support.dish.com/helpful-tools/consumer-protection)\n- Gift cards and payment apps are a red flag. Xfinity says it will not ask you to pay using merchant gift cards, wire transfer, PayPal, Venmo or Zelle; Spectrum does not accept cryptocurrency, gift cards, Venmo, Zelle, Cash App or PayPal; Optimum will never ask for payment by gift card, wire transfer or cryptocurrency. [Xfinity](https://www.xfinity.com/support/articles/protecting-from-fraud) [Spectrum](https://www.spectrum.net/support/general/scam-and-fraud-alerts) [Optimum](https://www.optimum.net/pages/phishing-alerts.html)\n- Fake support numbers and payment sites in search results. Optimum tells customers not to use search engines to pay or to find contact numbers; use the number on the bill or the official contact page. [Optimum](https://www.optimum.net/pages/phishing-alerts.html)\n- Spoofed caller ID: DISH says criminals can make a call appear to come from DISH's number; Xfinity says bad actors use numbers that look like Xfinity's to get account or payment information or place orders. [DISH](https://support.dish.com/helpful-tools/consumer-protection) [Xfinity](https://www.xfinity.com/support/articles/protecting-from-fraud)\n- Equipment and package scams: Spectrum says it will never ask you to ship equipment back unless you contacted it first, and warns of \"reshipping\" fraud. [Spectrum](https://www.spectrum.net/support/general/scam-and-fraud-alerts)\n- \"Your equipment needs a paid fix\" and tech-support calls: Optimum says it will never call to say there is an equipment issue that requires a payment. [Optimum](https://www.optimum.net/pages/phishing-alerts.html)\n- Report phishing emails that imitate Spectrum to phishing@charter.net with full headers; report Xfinity-related phishing and scams through Xfinity's network abuse page. [Spectrum](https://www.spectrum.net/support/internet/email-security) [Xfinity](https://www.xfinity.com/support/articles/protecting-from-fraud)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): internet service providers scored 73 out of 100; fiber providers 76 and non-fiber providers 71. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI 2026 fiber: AT&T Fiber 79, Xfinity Fiber 77, Google Fiber and Verizon Fios 75, Optimum Fiber 74, CenturyLink/Quantum Fiber and Frontier Fiber 72, Kinetic Fiber 71. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI 2026 non-fiber: Verizon 5G Home Internet 79, T-Mobile 5G Home Internet 78, Starlink 76, Cox 72, AT&T Internet, Spectrum and Xfinity 71, CenturyLink 67, Optimum and Mediacom (Xtream) 64, Frontier 63. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI 2026: 20% of non-fiber customers and 24% of fiber customers reported a complaint; complaint handling scored 58 (non-fiber) and 70 (fiber). [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): subscription TV scored 72; Verizon Fios 79, Frontier 74, Xfinity 72, DIRECTV satellite 71, DISH and Spectrum 69, Optimum 64. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n"},"investing":{"meta":{"sector":"investing","title":"Brokerages and crypto platforms — how complaints work","last_verified":"2026-10-13"},"markdown":"## In short\n\nComplain to the firm in writing first and keep copies. For a brokerage, the next step is a FINRA complaint, which can lead to discipline of the firm; recovering money usually means FINRA arbitration, which brokerage agreements require, and claims must be filed within six years. For crypto, complain to the platform, then to the CFPB and your state financial regulator; SIPC does not cover crypto that is not a security, and crypto sent to a scammer is usually gone. Check any firm or broker on BrokerCheck, reach your platform only through its app or website, and treat anyone who offers to recover lost money for a fee as a scammer.\n\n## How complaints work in this industry\n\n- FINRA asks you to contact the firm first: question the broker at once about any trade you did not authorize, then go to the branch manager or compliance department, and if you lost money, complain in writing and keep copies. Complaints are filed online at investor-complaints.datacollection.finra.org; FINRA no longer accepts faxes. [FINRA: file a complaint](https://www.finra.org/investors/need-help/file-a-complaint)\n- FINRA can discipline brokers and firms with fines, suspensions and bars, and may pass a complaint outside its jurisdiction to another regulator, which can delay it. [FINRA: file a complaint](https://www.finra.org/investors/need-help/file-a-complaint)\n- Brokerage customer agreements send disputes to FINRA arbitration. Robinhood's agreement (revised October 1, 2026, section 39) says any controversy about the account \"shall be settled by arbitration before FINRA Dispute Resolution\". [Robinhood Customer Agreement](https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf)\n- A claim is not eligible for FINRA arbitration once six years have passed from the event that gave rise to it. [FINRA Rule 12206](https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206)\n- Many firms publish no separate complaint address. Robinhood handles U.S. support through the app, an in-app callback and robinhood.com/contact; Fidelity lists no complaint address on its mailing-address page. [Robinhood: how to contact support](https://robinhood.com/us/en/support/articles/how-to-contact-support/) [Fidelity: mailing addresses](https://www.fidelity.com/customer-service/mailing-addresses)\n- Crypto platforms route complaints to their own process and then to state regulators or the CFPB. Kraken's complaint page promises a response within 15 business days and names the state regulator or the CFPB as the U.S. escalation. [Kraken: complaint handling process](https://support.kraken.com/articles/complaint-handling-process)\n\n## Your leverage\n\n- Transfers between brokers are started by the receiving firm. Outbound fees differ: Robinhood $100 per transfer, Webull $75, Vanguard up to $100 for a full transfer or closure, Fidelity $0 for a transfer of assets. [Robinhood: transfer your assets out](https://robinhood.com/us/en/support/articles/transfer-your-assets-out/) [Webull: initiating your transfer](https://www.webull.com/help/faq/10958-Initiating-your-transfer) [Vanguard fee schedule](https://personal1.vanguard.com/pdf/v414.pdf) [Fidelity: commissions and fees](https://www.fidelity.com/trading/commissions-margin-rates)\n- Several firms promise to reimburse unauthorized losses if you report promptly. Fidelity's Customer Protection Guarantee requires you to review statements within 30 days and report at once by calling 800-544-6666. [Fidelity: Customer Protection Guarantee](https://www.fidelity.com/security/customer-protection-guarantee)\n- BrokerCheck shows a firm's or broker's registration, employment history and disclosure events, including regulatory actions and arbitrations. The BrokerCheck help line is (800) 289-9999. [FINRA: check registration](https://www.finra.org/investors/protect-your-money/check-registration)\n- A CFPB complaint gets a written answer from crypto platforms. In the 12 months to June 2026, Coinbase closed 394 of 1,292 CFPB complaints with monetary relief. [CFPB complaint database: Coinbase](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Regulators' enforcement records help a complaint. FINRA fined Robinhood $26 million in March 2025 and found that its anti-money-laundering program missed accounts taken over by hackers. [FINRA news release, March 7, 2025](https://www.finra.org/media-center/newsreleases/2025/finra-orders-robinhood-financial-pay-375-million-restitution)\n\n## Traps\n\n- SIPC protects missing cash and securities only when a member broker fails, up to $500,000 including $250,000 cash. It does not cover market losses, bad advice, most commodity futures, or digital assets that are not securities. [SIPC: what SIPC protects](https://www.sipc.org/for-investors/what-sipc-protects)\n- Platforms can restrict an account without notice. Robinhood's agreement lets it restrict deposits, withdrawals or trading at its sole discretion; Kraken says scam-prevention restrictions are lifted only after 90 days. [Robinhood Customer Agreement](https://cdn.robinhood.com/assets/robinhood/legal/Robinhood%20Customer%20Agreement.pdf) [Kraken: why is my account restricted](https://support.kraken.com/articles/why-is-my-account-restricted)\n- Some assets do not transfer. Robinhood crypto and futures cannot move to another broker, and fractional shares are sold; Webull sells fractional shares, Treasury bonds and money market funds when a transfer starts. [Robinhood: transfer your assets out](https://robinhood.com/us/en/support/articles/transfer-your-assets-out/) [Webull: initiating your transfer](https://www.webull.com/help/faq/10958-Initiating-your-transfer)\n- After a full transfer starts, Robinhood locks the account from trading, deposits and withdrawals, and only the receiving broker can cancel it. [Robinhood: transfer your assets out](https://robinhood.com/us/en/support/articles/transfer-your-assets-out/)\n- Crypto transfers cannot be reversed. Robinhood says it cannot reimburse crypto transfers that you authorize, and the FTC says you typically will not get back crypto sent to a scammer. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/) [FTC: cryptocurrency and scams](https://consumer.ftc.gov/articles/what-know-about-cryptocurrency-and-scams)\n- You can file a regulator complaint yourself; FINRA says to think twice about paying anyone to help you file an investor complaint with a securities regulator. [FINRA: recovery scams](https://www.finra.org/investors/insights/recovery-scams)\n\n## Scams to watch for\n\n- Impersonated brokerages: scammers use a real broker's name and CRD number on a fake website, solicit from phone numbers that are not the firm's official contacts, and may link to a real BrokerCheck page. Check the firm yourself on BrokerCheck, compare the phone number and website with its Form CRS, and call a number from the firm's public website. [FINRA: imposter investment scams, April 29, 2026](https://www.finra.org/investors/insights/be-alert-signs-imposter-investment-scams)\n- Fake support numbers: Robinhood and Kraken say phone numbers for them found through a web search may be scams; both give phone help only through an in-app callback or call option. [Robinhood: identify and report scams](https://robinhood.com/us/en/support/articles/how-to-identify-and-report-scams/) [Kraken: protect yourself from scams](https://support.kraken.com/articles/protect-yourself-from-scams)\n- Account takeover: a caller who says they are from Fidelity asks you to read back a one-time passcode that they triggered. No platform needs your password, 2FA code or recovery phrase. [Fidelity: identify fraud and phishing scams](https://www.fidelity.com/security/identify-fraud-and-phishing-scams) [Kraken: protect yourself from scams](https://support.kraken.com/articles/protect-yourself-from-scams)\n- Leaked customer data makes impersonation convincing. In May 2025 Coinbase disclosed that bribed support staff took customer names, contact details, masked SSNs, ID images and balances. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n- Crypto investment scams: only scammers demand payment in crypto or guarantee big returns; romance contacts and fake celebrities push crypto \"investments\". Report to ReportFraud.ftc.gov, the SEC, the CFTC, IC3 and the exchange you used. [FTC: cryptocurrency and scams](https://consumer.ftc.gov/articles/what-know-about-cryptocurrency-and-scams)\n- Crypto recovery scams: people who lost money are contacted by someone posing as a government agency, law firm or advocacy group who promises to recover it for an upfront fee. Anyone who charges upfront for asset recovery is almost certainly a scammer. [FTC: refund and recovery scams](https://consumer.ftc.gov/articles/refund-and-recovery-scams) [FINRA: recovery scams](https://www.finra.org/investors/insights/recovery-scams)\n- Investment groups on social media and messaging apps show fake \"proof\" of gains. Check sellers on Investor.gov before you invest. [FTC consumer alert, April 16, 2026](https://consumer.ftc.gov/consumer-alerts/2026/04/people-losing-big-investment-scams-learn-how-spot-and-avoid-them)\n\n## By the numbers\n\n- People reported more than $7.9 billion in losses to investment scams in 2025, with a median individual loss of more than $10,000. [FTC consumer alert, April 16, 2026](https://consumer.ftc.gov/consumer-alerts/2026/04/people-losing-big-investment-scams-learn-how-spot-and-avoid-them)\n- CFPB complaints received July 1, 2025 to June 30, 2026: Robinhood 1,815 (all closed with explanation), Coinbase 1,292 (394 with monetary relief), Kraken 250, Foris DAX (Crypto.com) 212. Data retrieved 2026-10-13. [CFPB: Robinhood](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=ROBINHOOD%20MARKETS%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB: Kraken](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Payward%20Ventures%20Inc.%20dba%20Kraken&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) [CFPB: Foris DAX](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Foris%20DAX%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Fraud or scam was the top CFPB issue for Kraken (69 of 250) and Foris DAX (59 of 212), and the second issue for Coinbase (326 of 1,292). [CFPB: Coinbase](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- BrokerCheck disclosures as of 2026-10-13: Fidelity Brokerage Services 24 regulatory events and 130 arbitrations; Robinhood Financial 56 regulatory events and 13 arbitrations. [BrokerCheck: Fidelity](https://api.brokercheck.finra.org/search/firm/7784?hl=true&nrows=12&query=&r=25&wt=json) [BrokerCheck: Robinhood Financial](https://api.brokercheck.finra.org/search/firm/165998?hl=true&nrows=12&query=&r=25&wt=json)\n"},"lodging":{"meta":{"sector":"lodging","title":"Hotels and vacation rentals — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nRaise problems at the front desk while you are still at the hotel. After the stay, write to the hotel, then to the chain. Each hotel sets its own cancellation, deposit and resort-fee rules, even inside a big chain. If you booked through a third-party site such as Expedia or Booking.com, that site usually handles changes and refunds, but the hotel's rate rules still apply. Since May 12, 2025, the advertised price for a stay must include mandatory fees such as resort fees. For vacation rentals, pay only inside the platform and report problems through it quickly. Never \"confirm\" a card through a link in a message.\n\n## How complaints work in this industry\n\n- Marriott says to speak to the front desk first if you are still at the hotel, because that gives the most immediate help. [Marriott: how to email Marriott](https://support.marriott.com/s/article/how-to-email-marriott)\n- Hilton says to take a billing problem to the hotel from the stay first, and to use its Report a Billing Issue form if that does not fix it. [Hilton: report a billing issue](https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/)\n- Marriott says reservations made through a third-party site may need to be cancelled through that site. [Marriott: find your cancellation policy](https://support.marriott.com/s/article/find-marriott-cancellation-policy)\n- Booking.com's terms say that cancellation and no-show fees, and any refund, depend on the property's own policy. [Booking.com terms](https://www.booking.com/content/terms.html)\n- Hyatt says cancellation and deposit policies vary by hotel and by confirmed rate, and the policy is given when you book. [Hyatt: payment and cancellation](https://www.hyatt.com/help/faqs/payment-and-cancellation)\n- Vacation rentals are contracts with independent hosts. Airbnb's Rebooking and Refund Policy needs a report within 72 hours after you discover the problem. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868) Vrbo's VrboCare terms need notice within 30 business days of the first event. [VrboCare terms](https://www.vrbo.com/lp/b/bwc-guarantee)\n- Dispute terms differ. Marriott.com's terms require individual AAA arbitration and claims within one year. [Marriott terms of use](https://www.marriott.com/about/terms-of-use.mi) Hilton's Site Usage Agreement has no arbitration clause but requires individual claims in Virginia courts within one year. [Hilton Site Usage Agreement](https://www.hilton.com/en/p/site-usage-agreement/)\n\n## Your leverage\n\n- FTC fee rule (rule `ftc-junk-fees-rule`): since May 12, 2025, anyone who advertises a price for short-term lodging must show the total price, including all mandatory fees, more prominently than other prices, and may not misrepresent any fee. [16 CFR 464.2](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2), [16 CFR 464.3](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3)\n- The FTC says the fee rule covers hotels and also third-party platforms, resellers and travel agents that advertise short-term lodging. [FTC fee rule FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n- A charge for a stay that was not provided as agreed, or a deposit that was not returned, can be disputed with a credit card issuer as a billing error. The issuer must receive written notice within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Loyalty terms can remove fees. Hilton Honors members on Reward stays booked with all points or a free-night certificate do not pay resort fees at participating hotels. [Hilton Honors terms](https://www.hilton.com/en/hilton-honors/benefit-terms/)\n- Hyatt says that at its California hotels, reservations made through Hyatt channels, including prepaid and nonrefundable ones, can be cancelled for a full refund up to 24 hours after booking, unless the booking was made less than 72 hours before check-in. [Hyatt terms](https://www.hyatt.com/help/terms/hyatt)\n\n## Traps\n\n- Advance purchase and nonrefundable rates are usually final. Hilton's Advance Purchase terms say these payments are not refundable and the bookings may not be modified. [Hilton Advance Purchase terms](https://www.hilton.com/en/hotels/laxavci-conrad-los-angeles/offers/advance-purchase-terms/)\n- Changing the dates or room type after booking can give the reservation a new cancellation policy or a different rate. Cancellation deadlines use the hotel's local time. [Marriott: find your cancellation policy](https://support.marriott.com/s/article/find-marriott-cancellation-policy)\n- Hilton warns that if you dispute an Advance Purchase charge with your card company while Hilton's refund is pending, the double credit causes a new correcting charge when the dispute closes. [Hilton: refund reversals](https://www.hilton.com/en/help-center/reservations/refund-reversals/)\n- Resort and destination fees vary by hotel and are listed on each hotel's own policy page, for example a daily destination fee of $25.00 per room at Hyatt Regency New Orleans. [Hilton: resort charges](https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel), [Hyatt Regency New Orleans policies](https://www.hyatt.com/hyatt-regency/en-US/msyrn-hyatt-regency-new-orleans/policies)\n- Incidental holds take time to drop off. Marriott says most banks release them within 3 to 7 business days, and up to 30 days for international cards. [Marriott: incidental hold](https://support.marriott.com/s/article/what-is-incidental-hold)\n- Airbnb charges guests a service fee of 14.1% to 16.5% of the booking subtotal, shown in the price breakdown before booking. [Airbnb: service fees](https://www.airbnb.com/help/article/1857)\n- A Vrbo host has 14 days after checkout to file a damage deposit claim, which cannot exceed the deposit. [Vrbo: damage deposit claims](https://help.vrbo.com/articles/How-do-I-file-a-damage-deposit-claim)\n\n## Scams to watch for\n\n- Criminals take over hotels' Booking.com accounts and message guests in the app, by email or on WhatsApp to ask for payment or card details. The UK's Action Fraud logged 532 reports and £370,000 in losses from June 2023 to September 2024. [Travel Weekly, January 10, 2025](https://travelweekly.co.uk/news/action-fraud-issues-booking-com-phishing-alert)\n- Booking.com says it will never ask for card details by email, phone, text or WhatsApp, or for a bank transfer that differs from the payment policy in your confirmation. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)\n- Hilton's privacy statement says Hilton will never ask you to send personal or payment card information by email or text message. [Hilton Global Privacy Statement](https://www.hilton.com/en/p/global-privacy-statement/)\n- Airbnb says an unexpected request to pay outside Airbnb may be fraudulent, including one from someone who claims to represent Airbnb, and warns of look-alike email domains. [Airbnb: off-platform payments](https://www.airbnb.com/help/article/199), [Airbnb: phishing](https://www.airbnb.com/help/article/971)\n- The BBB reports fake rental owners who offer a discount to pay directly by Venmo or Cash App, then disappear after the deposit. [BBB scam alert](https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam) Vrbo says it will never ask you to pay outside its secure system. [Vrbo: smishing and vishing](https://help.vrbo.com/articles/What-Smishing-and-Vishing)\n- The BBB warns of fake hotel booking sites, including a consumer who paid for a Hilton room in Chicago that neither the hotel nor Hilton had any record of. [BBB scam alert](https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online)\n- The FTC published a robocall that claims to be \"an exclusive announcement from Marriott Hotels\" offering a complimentary stay. [FTC robocall recording](https://www.ftc.gov/media/85095)\n\n## By the numbers\n\n- ACSI 2026 lodging satisfaction (0-100): industry 77; Airbnb and Hilton 79; Marriott 78; Hyatt 77; IHG 76; BWH Hotels 75; Choice 72; Wyndham 70. [ACSI: Lodging](https://theacsi.com/industries/travel/hotels/)\n"},"payments":{"meta":{"sector":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nPayment apps and money transfer services move money fast and rarely pull it back. An unauthorized transfer (someone else got into your account) has federal error-resolution rights much like a debit card; a payment you sent yourself after being tricked usually does not, and companies often deny scam losses under their terms. Report within minutes, ask the company to stop, cancel, recall or reverse the payment, and for an international transfer remember the 30-minute cancellation window. For goods, use the app's purchase-protected payment type or a credit card. If the company does not help, complain to the CFPB.\n\n## How complaints work in this industry\n\n- The CFPB sends each complaint to the company; companies generally respond in 15 days, and in some cases give a final response within 60 days. [CFPB: complaint process](https://www.consumerfinance.gov/complaint/process/)\n- In 2025 the CFPB found that money transfer and payment app companies, responding to scam complaints, often denied liability by citing their terms of service and user negligence, suggested that consumers contact law enforcement or their bank, or said they could not reverse the transfers. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Zelle payments are handled by your own bank or credit union: report the transaction directly to it. [Zelle: report a fraud or scam](https://www.zelle.com/support/report-scam)\n- If you paid a scammer through a payment app, report it to the app immediately and ask it to reverse the payment; for a wire transfer through a company such as Western Union or MoneyGram, report it to that company, say a scammer tricked you, and ask for a refund. [FTC: what to do if you were scammed](https://consumer.ftc.gov/articles/what-do-if-you-were-scammed)\n- If you think you sent money to a scammer, contact the bank or payment company right away and say there may have been an unauthorized transaction, then report to the FBI's IC3. [CFPB: common types of scams](https://www.consumerfinance.gov/ask-cfpb/what-are-some-common-types-of-scams-en-2092/)\n\n## Your leverage\n\n- CFPB guidance says any P2P payment that meets the definition of an electronic fund transfer is covered by Regulation E, and that a transfer made by a third party who got your account access through fraud (for example a stolen or tricked-out login) is unauthorized. [CFPB Electronic Fund Transfers FAQs](https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/)\n- For unauthorized transfers, report errors within 60 days of the statement; the provider must decide within 10 business days, or within 45 days with provisional credit. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- International transfers (remittances): you can cancel within 30 minutes after payment if the recipient has not picked up the money, and the provider must refund the full amount, including fees, within three business days. [CFPB: Regulation E 1005.34](https://www.consumerfinance.gov/rules-policy/regulations/1005/34/)\n- For a remittance error (for example the money was not made available by the promised date, or the wrong amount was paid or received), give notice within 180 days after the disclosed date of availability; the provider must investigate and decide within 90 days. [CFPB: Regulation E 1005.33](https://www.consumerfinance.gov/rules-policy/regulations/1005/33/)\n- Western Union says that if your transfer has not been picked up, sent or deposited, you get a full refund. [Western Union: report fraud](https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html)\n- Zelle says certain impostor scams qualify for reimbursement, and unauthorized payments typically qualify. [Zelle: report a fraud or scam](https://www.zelle.com/support/report-scam)\n- For a \"payment sent by mistake\" from a stranger, Venmo says to contact it as soon as possible so it can help reverse the payment, and Cash App says to refund the payment rather than send a new one. [Venmo: common scams](https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167) [Cash App: avoiding common scams](https://cash.app/help/us/en-us/6544-avoiding-common-scams)\n\n## Traps\n\n- Zelle payments cannot be reversed; you can cancel only if the recipient has not yet enrolled with Zelle. [Zelle FAQ](https://www.zelle.com/faq)\n- Cash App's terms say a payment instruction error, such as sending to the wrong recipient, is not an unauthorized transaction, and warn that P2P scams may result in the loss of your funds with no recourse. [Cash App Terms of Service](https://cash.app/us/en/legal/tos)\n- The Apple Cash terms say card-funded payments you are induced to make by an impostor or other fraud are not \"unauthorized\", and P2P transfers are non-refundable except as the terms provide or law requires. [Apple Cash terms](https://applecash.greendot.com/termsconditions/)\n- PayPal's Friends and Family payments are not covered by Purchase Protection; a seller you do not know who asks for Friends and Family is a red flag. [PayPal: learn about scams](https://www.paypal.com/us/security/learn-about-scams)\n- Wise says it cannot guarantee a refund for a scam payment; it may try to recall the money, and if you have not heard of a successful recall after 40 days, it was likely unsuccessful. [Wise: report fraud or a scam](https://wise.com/us/help/articles/2978048/how-do-i-report-fraud-or-a-scam)\n- After a Western Union transfer is sent or deposited, Western Union may not be able to give you a refund. [Western Union: report fraud](https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html)\n- Many user agreements require individual arbitration with a short opt-out window; Venmo's opt-out notice must be postmarked within 30 days after you first accept the agreement. [Venmo User Agreement](https://venmo.com/legal/us-user-agreement/)\n\n## Scams to watch for\n\n- Pay-yourself scam: a fake bank fraud alert text is followed by a call that seems to come from your bank; the caller gets your one-time passcode, enrolls their own account with your email or phone number, and the money you think you send to yourself goes to them. Zelle says your bank will never ask you to send money to yourself. [Zelle: pay-yourself scams](https://www.zelle.com/how-to-spot-a-pay-yourself-scam)\n- Accidental payment: a stranger sends you money \"by mistake\" and asks you to send it back as a new payment; the scammer then disputes the original payment, so they are paid twice. [Cash App: avoiding common scams](https://cash.app/help/us/en-us/6544-avoiding-common-scams)\n- Fake payment proof: when you sell to a stranger, a scammer sends screenshots of fake emails that make it look like they paid, or says the money arrives only after you ship. [Venmo: common scams](https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167)\n- Fake invoices and money requests sent through PayPal itself ask you to call a phone number in the request; PayPal says not to call it. [PayPal: learn about scams](https://www.paypal.com/us/security/learn-about-scams)\n- Code theft: a caller pretending to be Venmo asks you to read back the verification code sent to your phone; Venmo agents never ask for it. [Venmo: common scams](https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167)\n- Cash flipping: someone promises to multiply your money if you first send a \"clearance fee\"; Cash App Support never asks you to send a payment or make a test transaction. [Cash App: recognize scams](https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity)\n- Money transfer fraud usually starts with contact from a stranger: a check to deposit with part sent back, a relative in a crisis, or a prize that needs fees; MoneyGram's top tip is never to send money to someone you don't know. [MoneyGram: fraud and safety](https://www.moneygram.com/us/en/help-center/fraud-and-safety)\n\n## By the numbers\n\n- The CFPB received approximately 102,900 money transfer, money service and virtual currency complaints in 2025; companies closed 94% of those sent to them with an explanation, 2% with monetary relief and 2% with non-monetary relief. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- In 2025 the monthly average of complaints about domestic (US) money transfers, the most-complained-about product type in this group, rose 1,317% from the prior two years' monthly average. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Bank payments had the highest aggregate fraud losses reported to the FTC in 2025, followed by cryptocurrency. [FTC testimony, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n"},"retail":{"meta":{"sector":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost retail problems are solved inside the retailer's own return or order-help process, so start there and stay inside each item's return window, which can be much shorter than the store's headline window for appliances, phones and electronics. On marketplaces (Amazon, eBay, Walmart Marketplace, Etsy, Temu) the third-party seller gets the first chance, then the platform's guarantee steps in. If the seller does not ship on time or does not refund, the FTC's Mail Order Rule and your card issuer's billing-error dispute are your leverage. Pay by card inside the platform's checkout, and never pay a \"retailer\" with gift cards, wire transfers or crypto.\n\n## How complaints work in this industry\n\n- Each retailer sets its own return window: for example Apple 14 days from receipt for hardware it sold, Amazon 30 days from delivery for most items, Walmart 90 days for most items (shorter for appliances, phones and electronics), and Temu 90 days from purchase for most items. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies), [Amazon: returns](https://www.amazon.com/gp/help/customer/display.html?nodeId=G6E3B2E8QPHQ88KF), [Walmart policies](https://corporate.walmart.com/policies), [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- On marketplaces, you contact the third-party seller first and the platform steps in later. Amazon's A-to-z Guarantee can be claimed up to 90 days after the maximum estimated delivery date. [Amazon A-to-z Guarantee](https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV)\n- eBay steps in under its Money Back Guarantee from 3 business days after you open a request, until 21 business days after it. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- Large online retailers require a written pre-dispute notice before arbitration: Amazon a Notice of Dispute and 60 days of negotiation, eBay a Notice of Dispute and 45 days. [Amazon Conditions of Use](https://www.amazon.com/gp/help/customer/display.html?nodeId=GLSBYFE9MGKKQXXM), [eBay User Agreement](https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259)\n- The INFORM Consumers Act requires online marketplaces to give shoppers a clear way to report suspicious activity. In September 2025 the FTC announced a $2 million civil penalty against Temu over these requirements, in a proposed order that needs court approval. [FTC press release, September 5, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/09/online-marketplace-temu-pay-2-million-penalty-alleged-inform-act-violations)\n\n## Your leverage\n\n- FTC Mail Order Rule: a seller must ship within the time it states, or within 30 days if it states none (50 days when you apply for the seller's credit). If it cannot, it must offer you the choice to accept the delay or cancel for a prompt refund. [16 CFR 435.2](https://www.law.cornell.edu/cfr/text/16/435.2)\n- After a cancellation under that rule, the refund is due within seven working days for cash, check or money order payments, and within one billing cycle for credit sales. [FTC business guide to the Mail Order Rule](https://www.ftc.gov/business-guidance/resources/business-guide-ftcs-mail-internet-or-telephone-order-merchandise-rule)\n- Card dispute: goods you did not accept or that were not delivered as agreed are a billing error. Your letter must reach the card issuer within 60 days after the first bill with the error was sent (rule `fcba-billing-error`). [FTC: using credit cards and disputing charges](https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges)\n- The FTC says paying by credit card best protects you if something goes wrong, and you can ask the card company to withhold payment while it investigates. [FTC: online shopping](https://consumer.ftc.gov/articles/online-shopping)\n- Price drops: Apple refunds the difference if it lowers its price within 14 calendar days of the date you receive the product (sales events excluded), and Walmart stores match an identical in-stock item's lower price on Walmart.com. [Apple Sales and Refund Policy](https://www.apple.com/shop/open/salespolicies), [Walmart policies](https://corporate.walmart.com/policies)\n\n## Traps\n\n- A card chargeback for an eBay purchase can end your Money Back Guarantee coverage; use the guarantee first. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210)\n- Payments outside the platform's checkout are not protected: eBay excludes bank transfers, cash, money orders and escrow, and Etsy says Purchase Protection does not apply when you pay off Etsy. [eBay Money Back Guarantee](https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210), [Etsy: phishing scams](https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Help-Protect-Yourself-from-Phishing-Scams)\n- Store credit instead of cash: Walmart refunds non-receipted returns on a gift card, and Temu credit generally cannot be reversed or cashed out. [Walmart policies](https://corporate.walmart.com/policies), [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- Marketplace fees: Walmart Marketplace sellers may charge restocking fees of up to 20%, and Temu deducts $7.99 plus tax for the second and later returns from one order. [Walmart policies](https://corporate.walmart.com/policies), [Temu return and refund policy](https://www.temu.com/return-and-refund-policy.html)\n- Arbitration opt-out windows are short: 30 days after you first accept eBay's User Agreement or first become subject to Temu's terms. [eBay User Agreement](https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259), [Temu Terms of Use](https://www.temu.com/terms-of-use.html)\n\n## Scams to watch for\n\n- BBB Scam Tracker: online purchase scams were the No. 3 riskiest scam type in 2025 and the largest by volume (28.4% of published reports); 89.3% of people who reported one lost money, with a median loss of $68. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- Most impersonated brands in BBB reports for 2025: PayPal (2,126), Amazon (1,361), Target (723), Warner Brothers Discovery (681), Apple (599), Publishers Clearing House (488), Costco (418) and Walmart (310). [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- Fake order, refund and renewal messages: Amazon says it never asks for your password or a one-time code and never asks you to log in through an email link; Best Buy shows fake Geek Squad renewal notices as phishing. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends), [Best Buy: protect yourself](https://www.bestbuy.com/site/privacy-policy/protect-yourself/pcmcat266100050002.c?id=pcmcat266100050002)\n- Fake surveys, giveaways and \"membership payment failed\" messages: Costco keeps a list of current ones and says its unsolicited messages never ask for passwords, card numbers or Social Security numbers. [Costco: currently known scams](https://customerservice.costco.com/app/answers/answer_view/a_id/9770/~/currently-known-scams)\n- Gift card payment demands: the FTC says no real business or government agency will ever tell you to buy a gift card to pay them; if you already paid, contact the gift card company right away and report at ReportFraud.ftc.gov. [FTC: gift card scams](https://consumer.ftc.gov/articles/avoiding-and-reporting-gift-card-scams)\n- Fake storefronts and social media sellers that offer brand-name goods at steep discounts and send you to outside payment methods. [SHEIN: common fraud schemes](https://us.shein.com/faq/detail?id=77650)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025), 0-100: online retailers 79, general merchandise retailers 79. Online: Amazon 82, Costco 79, eBay 78, Walmart 77, Etsy 77, Best Buy 77, Target 75, Temu 74, Apple Store 73. Stores: Costco 81, Target 78, Walmart 76. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n"},"scams":{"meta":{"topic":"scams","title":"Scams that use the names of companies and agencies — how to spot, verify and report them","last_verified":"2026-10-12"},"markdown":"## In short\n\nMost scams that use a company's name start with an unexpected contact (a text, call, pop-up, search ad or social media reply) and end with a request to move money in a way that is hard to reverse: a bank transfer, Zelle or another payment app, cryptocurrency, gift cards, a wire or cash. Real banks, utilities, carriers, airlines and tech companies do not ask you to move money to \"protect\" it, to pay with gift cards or crypto, or to read back a one-time code. Before anyone calls, clicks or pays, get the contact details from the company's own website, the back of the card, a statement or a bill, never from the message, the caller or a search ad. If money already left, call the bank or payment company at once and ask for a reversal or recall, then report to ReportFraud.ftc.gov or IC3.\n\n## The numbers\n\n- In 2025, consumers submitted 3 million fraud reports to the FTC's Consumer Sentinel Network and reported $15.9 billion in losses, up from 2.6 million reports and over $12 billion in 2024. [FTC testimony to the Joint Economic Committee, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n- In 2025, the FTC received over 1 million reports about impostor scams, with over $3.5 billion in reported losses; investment scams had the highest losses, over $7.9 billion. [FTC testimony, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n- Reported losses to business impersonators were nearly $1 billion in 2025, with the highest losses tied to bank impersonators; losses to government impersonators were about $920 million in 2025, up from $789 million in 2024. [FTC press release, June 15, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/06/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025)\n- Contact method, 2025: a text message was the most frequently reported contact method when people identified one; social media had the highest aggregate reported losses. [FTC testimony, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n- Reported losses to scams that started on social media were $2.1 billion in 2025, and nearly 30% of people who reported losing money said the scam started on social media. [FTC press release, April 27, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/04/new-ftc-data-show-people-have-lost-billions-social-media-scams)\n- Payment method, 2025: bank payments had the highest aggregate reported losses, followed by cryptocurrency; credit cards were the payment method identified most often. [FTC testimony, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n- The latest Consumer Sentinel Data Book with dollar figures per method covers 2024: bank transfers and payments had the highest losses ($2.09 billion), followed by cryptocurrency ($1.42 billion). Email was the contact method in 25% of reports that named one, with $502 million lost and a $600 median loss; phone calls had $948 million lost and a $1,500 median loss. [FTC Consumer Sentinel Network Data Book 2024](https://www.ftc.gov/system/files/ftc_gov/pdf/csn-annual-data-book-2024.pdf)\n- For older adults who reported losing $10,000 or more to a business or government impostor in 2024, 33% paid with cryptocurrency, 20% by bank transfer and 16% in cash; 41% said the first contact was a phone call. Such reports rose from 1,790 in 2020 to 8,269 in 2024. [FTC Data Spotlight, August 7, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/08/false-alarm-real-scam-how-scammers-are-stealing-older-adults-life-savings)\n- The FBI's Internet Crime Complaint Center received 1,008,597 complaints with $20.877 billion in reported losses in 2025. Tech support scams accounted for 47,794 complaints and $2,134,675,818 in losses; government impersonation for 32,424 complaints and $797,943,193. People aged 60 and over filed 201,266 complaints with $7.7 billion in losses. [FBI IC3 2025 Annual Report](https://www.ic3.gov/AnnualReport/Reports/2025_IC3Report.pdf)\n\n## Fake customer-service numbers in search results and ads\n\n- Scammers buy paid search results that use a trusted company's name and put their own phone number next to it, or link to a website that looks official. The FTC says not to assume a phone number in search results is real, to scroll past paid results, and to type the company's address into the browser. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n- When you pay a bill, the FTC says to use the address or phone number printed on the bill. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n- Tech support scammers rank their sites in search results and run ads so that people call the number they list. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n- Amazon says not to call numbers sent by text or email or found in online search results. [Amazon: how to avoid Amazon scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n- The FBI says to reach official sites by typing the address yourself instead of using a search engine, to skip \"sponsored\" results, and to check that a government site's address ends in .gov and matches exactly. [FBI IC3 PSA, July 20, 2026](https://www.ic3.gov/PSA/2026/PSA260720)\n\n## Bank impersonation, \"safe accounts\" and Zelle\n\n- A common pattern starts with a fake fraud alert text from \"your bank\" about a transaction you did not make. People who reply are connected to a caller who pressures them to move money to keep it safe; the \"safe\" account belongs to the scammer. [FTC consumer alert: never move your money to protect it](https://consumer.ftc.gov/consumer-alerts/2024/03/never-move-your-money-protect-it-thats-scam)\n- The FTC says that anyone who calls about fraud on your bank, investment or retirement account and offers to protect your money by moving it is a scammer, and that no caller, including one who says they are from a fraud department, will ever ask for your verification code. [FTC consumer alert: got a call about fraud activity on your bank account?](https://consumer.ftc.gov/consumer-alerts/2024/06/got-call-about-fraud-activity-your-bank-account-it-could-be-scammer)\n- Some of the costliest impostor scams in 2025 began with a fake security alert, often appearing to come from a bank, and losses were often limited only by the money the victim had available. [FTC press release, June 15, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/06/ftc-data-show-people-reported-losing-3-point-5-billion-imposter-scams-2025)\n- In the \"Phantom Hacker\" pattern, a fake tech support agent gets remote access, a fake bank or brokerage \"fraud department\" tells the victim to move money to a \"safe\" third-party account by wire, cash or cryptocurrency, and a fake government official may follow; victims are told not to tell anyone the real reason. [FBI IC3 PSA, September 29, 2023](https://www.ic3.gov/PSA/2023/PSA230929)\n- Bank accounts have fewer protections than credit cards; the FTC warns that money you are tricked into moving out of your account may not be recoverable. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/06/got-call-about-fraud-activity-your-bank-account-it-could-be-scammer)\n- Banks state this in their own words. Wells Fargo says it will never ask you to move or send money to anyone, including yourself, to reverse a transfer, get a refund, protect your money or fix a problem. [Wells Fargo: bank impostor scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/) USAA says it will never tell you to transfer, send or withdraw money. [USAA: report fraud](https://www.usaa.com/support/security/report-fraud/)\n- In the \"send money to yourself\" version, a caller tells you to send money to yourself through Zelle to \"reverse\" a fraudulent transaction; the real goal is to get into your Zelle account and pay the scammer. [U.S. Bank: digital payment scams](https://www.usbank.com/financial-education/secure/digital-payments-scam.html)\n- Zelle says payments to a scammer go through your own bank or credit union: report the transaction to it directly. Zelle says certain impostor scams qualify for reimbursement, and unauthorized payments typically qualify. [Zelle: report a fraud or scam](https://www.zelle.com/support/report-scam)\n- If a caller tells you to lie to anyone who asks why you are withdrawing or transferring so much money, or to buy gift cards, go to a cryptocurrency ATM or go to the bank in person while they stay on the phone, the FTC says it is a scam. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/01/did-someone-tell-you-move-or-transfer-your-money-it-could-be-scam)\n\n## Utility shutoff threats\n\n- Scammers call, text or email claiming to be your utility and threaten to cut off service unless you pay immediately. The FTC says real utility companies will not demand immediate payment to avoid same-day disconnection. [FTC: scammers pretend to be your utility company](https://consumer.ftc.gov/articles/scammers-pretend-be-your-utility-company)\n- The FTC says your utility will not ask you to pay by wire transfer, cryptocurrency, payment app or gift card, and to contact the utility using the number on your bill or the company's website. [FTC: utility impostors](https://consumer.ftc.gov/articles/scammers-pretend-be-your-utility-company)\n- A variant sends a barcode by text or email and tells you to pay at a store such as Walgreens, CVS or Walmart to avoid a shutoff. [FTC consumer alert, August 13, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/got-barcode-your-utility-company-make-payment-thats-scam)\n\n## Package delivery and toll-payment texts\n\n- The U.S. Postal Inspection Service says USPS does not send texts or emails unless the customer first requests tracking with a tracking number, and those messages will not contain a link. Report USPS-related smishing to spam@uspis.gov and forward the text to 7726. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n- FedEx says it never requests payment or personal information in exchange for releasing a package, and that it does not request personal information by unsolicited mail, email or text. Forward FedEx phishing emails to abuse@fedex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Fake toll texts claim you owe a small unpaid toll (for example \"$12.51\") and threaten a late fee, with a link that imitates a state toll service. The FBI says to check your account only on the toll service's official website or by its official phone number. [FBI IC3 PSA, April 12, 2024](https://www.ic3.gov/PSA/2024/PSA240412)\n- The FTC lists fake package delivery notices, made-up \"suspicious activity on your account\" and fake payment problems among the common lies in scam texts, and says to forward scam texts to 7726 (SPAM). [FTC: spam text messages](https://consumer.ftc.gov/articles/how-recognize-and-report-spam-text-messages)\n\n## Airline rebooking and travel lines\n\n- Travelers searching for airline customer service can reach fake numbers set up by scammers, who charge to change or rebook flights; another version sends a fake cancellation email or text with a number to call to \"rebook\" for a price. [BBB scam alert, June 5, 2024](https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets)\n- In one reported pattern, the fake agent sends a fee agreement for about twice the original ticket price; victims learn of the fraud when the real airline says it never received a call. [BBB scam alert, updated September 9, 2025](https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam)\n- Scammers watch social media for travelers complaining about delays or cancellations and reply from fake airline support accounts, asking for booking confirmation numbers, phone numbers or bank details. The FTC says to contact the airline only through its official app, website, chat or phone number, or staff at the airport. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n- Paid ads can pair a scammer's phone number with a well-known airline or hotel name or link to a look-alike site; the FTC says only scammers say the only way to pay is by wire transfer, gift card, payment app or cryptocurrency. [FTC consumer alert, June 17, 2026](https://consumer.ftc.gov/consumer-alerts/2026/06/how-avoid-travel-scam-summer)\n\n## Tech support, Amazon and Apple impersonation\n\n- Tech support scams often start with a fake pop-up warning that looks like it comes from a well-known company and tells you to call a number. The FTC says legitimate tech companies will not contact you by phone, email or text about a problem with your computer, and real security warnings never ask you to call a number. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n- Fake renewal notices for subscriptions (names such as Geek Squad, McAfee or Norton) ask you to call within 24 hours; the caller asks for remote access and a bank or card number to \"process the refund\", then claims an overpayment. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n- Amazon says it will not ask for payment over the phone or by email, will never ask you to buy a gift card, and will not ask you to download software to reach customer service. [Amazon: how to avoid Amazon scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n- Amazon impersonators call about a purchase you did not make or a \"hacked\" account, then ask for gift cards or stage a fake \"refund\". [FTC consumer alert, October 20, 2021](https://consumer.ftc.gov/consumer-alerts/2021/10/amazon-impersonators-what-you-need-know)\n- Apple says it never asks for your Apple Account password or verification codes to provide support, never asks you to disable a security feature, and warns about scam calls that spoof Apple Support. Forward suspicious emails that claim to be from Apple to reportphishing@apple.com. [Apple Support: social engineering schemes](https://support.apple.com/en-us/102568)\n\n## Refund and overpayment scams\n\n- In the fake refund scam, the scammer says they refunded too much and asks you to send back the difference. With Amazon impersonators, the scammer moves your own money between your accounts (for example from savings to checking) so it looks like a refund; any money you \"send back\" is your own. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2021/10/amazon-impersonators-what-you-need-know)\n- In fake check scams, someone sends a check for more than the amount owed and asks for the difference back. The FTC says that seeing the funds in your account does not mean the check is good; fake checks can take weeks to be discovered, and you can end up paying the money back to the bank. [FTC: fake check scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-fake-check-scams)\n- The FTC says never to use money from a check to send gift cards, money orders, cryptocurrency or a wire to anyone who asks. [FTC: fake check scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-fake-check-scams)\n\n## Recovery scams that target people who already lost money\n\n- Refund and recovery scammers buy or trade lists of people who already lost money, then contact them posing as a government agency, a consumer group, a law firm or the original company, and ask for an upfront \"retainer\" or \"processing\" fee or for account numbers. The FTC says anyone who contacts you unexpectedly and asks for an upfront fee to recover money is a scammer. [FTC: refund and recovery scams](https://consumer.ftc.gov/articles/refund-and-recovery-scams)\n- The FBI warns of fictitious law firms that target cryptocurrency scam victims, forge documents, cite non-existent regulators, and ask for payment in cryptocurrency or gift cards. The FBI says there are no law firms that are officially authorized partners of US government agencies, and the US government does not request payment for law enforcement services. [FBI IC3 PSA, August 13, 2025](https://www.ic3.gov/PSA/2025/PSA250813)\n- The FBI says IC3 will never ask for payment to recover lost funds, does not contact individuals directly by phone, email or social media, and has no social media presence. [FBI IC3 PSA, July 20, 2026](https://www.ic3.gov/PSA/2026/PSA260720)\n\n## How to verify a contact\n\n- Call back on a number you find yourself: the number on your statement, the back of your card or your bill, or the company's own website. Never use the number the caller gave you or the one in the message. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/03/never-move-your-money-protect-it-thats-scam)\n- Caller ID, text messages and emails can be faked; verify by contacting the organization through its official phone number or website. [CFPB: common types of scams](https://www.consumerfinance.gov/ask-cfpb/what-are-some-common-types-of-scams-en-2092/)\n- To check a message that claims to be from a delivery company, check the tracking status directly on the carrier's own site instead of clicking the link. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n- For an airline, use its official app or website, or find its official social media page through its website and check for a verification badge. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n- For anyone who says they are from law enforcement or a government agency, call that agency's local office yourself and ask it to verify the person's identity. [FBI IC3 PSA, August 13, 2025](https://www.ic3.gov/PSA/2025/PSA250813)\n\n## Payment methods scammers prefer, and why\n\n- Scammers ask for gift cards, wire transfers, bank transfers, cryptocurrency or payment apps because, as the FTC puts it, once you pay it is hard to get your money back. [FTC: tech support scams](https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams)\n- No real business or government agency will tell you to buy a gift card to pay them; the card number and PIN let the scammer take the money even while you still hold the card. [FTC: gift card scams](https://consumer.ftc.gov/articles/avoiding-and-reporting-gift-card-scams)\n- The FTC says federal law protects you from unauthorized credit and debit card use, while cryptocurrency payments do not have the same legal protections. [FTC: what to do if you were scammed](https://consumer.ftc.gov/articles/what-do-if-you-were-scammed)\n- In 2025, cryptocurrency was connected to $11,366,669,732 in losses reported to IC3. [FBI IC3 2025 Annual Report](https://www.ic3.gov/AnnualReport/Reports/2025_IC3Report.pdf)\n- Under Regulation E, a transfer made by a third party who got your account access information through fraud is an unauthorized transfer, and a credit-push P2P payment started by such a third party is covered; consumer negligence cannot be used to increase your liability. [CFPB Electronic Fund Transfers FAQs](https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/)\n\n## The first hour after a loss\n\n- Contact the bank, card issuer, payment app, gift card issuer, wire company or crypto exchange immediately, say the payment was fraud, and ask them to reverse it and refund you. [FTC: what to do if you were scammed](https://consumer.ftc.gov/articles/what-do-if-you-were-scammed)\n- For a fraudulent bank or wire transfer, the FBI says time is of the essence: ask your bank to recall the funds, and file at ic3.gov with full transaction details, because IC3 may help banks freeze the money. In 2025 IC3's Recovery Asset Team worked 3,900 incidents and froze $679,013,183, a 58% success rate. [FBI IC3 2025 Annual Report](https://www.ic3.gov/AnnualReport/Reports/2025_IC3Report.pdf)\n- If you mailed cash, call the U.S. Postal Inspection Service at 1-877-876-2455; for a fee it can intercept a domestic package that has not been delivered. For FedEx or UPS, contact the carrier. [FTC: what to do if you were scammed](https://consumer.ftc.gov/articles/what-do-if-you-were-scammed)\n- If you gave remote access, update and run security software, delete what it flags, change passwords and turn on two-factor authentication. If you gave a username and password, change it on every account where you reused it. [FTC: what to do if you were scammed](https://consumer.ftc.gov/articles/what-do-if-you-were-scammed)\n- If a scammer got your Social Security number, use IdentityTheft.gov for a recovery plan; a credit freeze is free and is placed with each of Equifax, Experian and TransUnion, while a fraud alert placed with one bureau is passed to the other two. [FTC: credit freezes and fraud alerts](https://consumer.ftc.gov/articles/what-know-about-credit-freezes-and-fraud-alerts)\n- Expect follow-up \"recovery\" offers after a loss and do not pay anyone upfront to get money back. [FTC: refund and recovery scams](https://consumer.ftc.gov/articles/refund-and-recovery-scams)\n\n## Where to report\n\n- Scams and impersonators: the FTC at ReportFraud.ftc.gov; identity theft: IdentityTheft.gov. [FTC: what to do if you were scammed](https://consumer.ftc.gov/articles/what-do-if-you-were-scammed)\n- Online and cyber-enabled fraud: the FBI at ic3.gov, and your local FBI field office. File only at the official IC3 site. [FBI IC3 PSA, July 20, 2026](https://www.ic3.gov/PSA/2026/PSA260720)\n- Payment app and P2P scams: contact your bank or the payment company right away to say there may have been an unauthorized transaction, then report to IC3, the FTC, local police and your state attorney general. [CFPB: common types of scams](https://www.consumerfinance.gov/ask-cfpb/what-are-some-common-types-of-scams-en-2092/)\n- Scam texts: forward to 7726 (SPAM) and use the \"report junk\" option in your messaging app. [FTC: spam text messages](https://consumer.ftc.gov/articles/how-recognize-and-report-spam-text-messages)\n- The impersonated company: forward phishing to the company's own reporting address (examples: reportphishing@apple.com, abuse@fedex.com, spam@uspis.gov for USPS) and report utility impostors to the real utility. Each company's file in this registry lists its reporting channels under security.report_phishing. [Apple Support](https://support.apple.com/en-us/102568)\n- Amazon impersonation: use Amazon's self-service reporting tool, or email reportascam@amazon.com if you are not a customer. [Amazon: how to avoid Amazon scams](https://www.aboutamazon.com/news/retail/how-to-avoid-amazon-scams)\n- Fake travel or airline agents: the BBB collects reports at BBB.org/ScamTracker, even if you did not lose money. [BBB scam alert](https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam)\n"},"shipping":{"meta":{"sector":"shipping","title":"Parcel and mail carriers — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nIf you bought something that never arrived or arrived broken, start with the seller: the seller must ship on time or refund you, and the shipper often has to file the carrier claim. If you shipped it, file the carrier's claim online inside its deadline with photos, the label record and proof of value. Default coverage is about $100. Package-delivery texts are the most reported text scam in the U.S.: real carriers do not ask for a \"redelivery fee\" or personal information by text. Check tracking by typing the carrier's site yourself, and report fakes to the carrier and to 7726.\n\n## How complaints work in this industry\n\n- The shipper often controls the claim: UPS lets recipients file as a guest unless the shipper restricts it, FedEx lets recipients file or ask the merchant to file, and for a lost USPS item only the person holding the mailing receipt or label record can file. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim), [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html), [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n- Claim deadlines differ: UPS within 60 days of the scheduled delivery; FedEx 60 calendar days from the ship date for U.S. damage (21 days international) and nine months for loss; USPS 15 to 60 days after mailing for most insured services. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim), [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html), [USPS: claims](https://www.usps.com/help/claims.htm)\n- USPS Missing Mail searches open 7 days after mailing; UPS encourages a loss investigation within 30 days of the expected delivery date when tracking shows delivered. [USPS: Missing Mail](https://www.usps.com/help/missing-mail.htm), [UPS: contact us](https://www.ups.com/us/en/support/contact-us)\n- USPS claim decisions can be appealed within 30 days, with a final appeal to the Consumer Advocate for mail filers. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n\n## Your leverage\n\n- The FTC Mail Order Rule makes the seller ship within the stated time (or 30 days if none is stated), or offer you a delay-or-cancel choice and a prompt refund. [16 CFR 435.2](https://www.law.cornell.edu/cfr/text/16/435.2)\n- If you paid by card for goods that were not delivered as agreed, dispute the charge with the card issuer; the letter must arrive within 60 days after the first bill with the error (rule `fcba-billing-error`). [FTC: using credit cards and disputing charges](https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges)\n- Guaranteed services can earn a postage refund: USPS Priority Mail Express (request 2 to 30 days after mailing), and the FedEx money-back guarantee for listed overnight and 2Day A.M. services since February 12, 2026. [USPS: refunds](https://www.usps.com/help/refunds.htm), [FedEx money-back guarantee](https://www.fedex.com/en-us/service-guide/money-back-guarantee.html)\n- Free delivery alerts and photos help prove what happened: UPS My Choice Basic, FedEx Delivery Manager and USPS Informed Delivery are free to join. [UPS My Choice](https://www.ups.com/us/en/track/ups-my-choice), [FedEx Delivery Manager](https://www.fedex.com/en-us/delivery-manager.html), [USPS: Informed Delivery](https://www.usps.com/manage/informed-delivery.htm)\n\n## Traps\n\n- Coverage defaults to $100: FedEx includes the first $100 of value in the rate, and USPS Priority Mail Express, Priority Mail and Ground Advantage include up to $100 of insurance only with a tracking barcode. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html), [USPS: insurance and extra services](https://www.usps.com/ship/insurance-extra-services.htm)\n- UPS packages released without a signature at your request are not eligible for lost claims, and Ground Saver claims stop once the package is handed to the Post Office. [UPS: file a claim](https://www.ups.com/us/en/support/file-a-claim)\n- Packaging matters: FedEx is not at fault for damage to an improperly packed shipment, and The UPS Store Pack & Ship Guarantee excludes customer-packed boxes. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html), [The UPS Store Pack & Ship Guarantee](https://www.theupsstore.com/about/pack-ship-guarantee/index)\n- Keep the box: if only the outer packaging proves USPS insurance, payment can be limited to $100. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n\n## Scams to watch for\n\n- Fake package delivery problems were the most reported text scam of 2024, usually posing as USPS; many people paid a small \"redelivery fee\" that was a trick to get their card or Social Security number. Text scams caused $470 million in reported losses that year. [FTC Data Spotlight, April 14, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024)\n- How USPS contacts you: the Postal Inspection Service says USPS does not text or email you unless you requested it, and its tracking texts do not contain links. Report USPS smishing to spam@uspis.gov and forward the text to 7726. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n- How FedEx contacts you: FedEx never asks for payment or personal information to release a package, but it may email or text a secure link for real import duties; check the amount with the FedEx Import Tool. Forward phishing to abuse@fedex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- How UPS contacts you: UPS's fraud page says UPS does not ask for payments or personal information in unsolicited messages, and to forward suspicious messages to fraud@ups.com (seen in search-result text; ups.com blocked automated reading on 2026-10-12). [UPS: protect yourself from fraud](https://www.ups.com/us/en/support/shipping-support/legal-terms-conditions/fight-fraud)\n- DHL runs an anti-abuse mailbox, phishing@dhl.com; attach suspicious emails rather than forwarding them, and send screenshots of texts with the sender's number (seen in search-result text; dhl.com timed out on 2026-10-12). [DHL: fraud awareness](https://www.dhl.com/us-en/home/footer/fraud-awareness.html)\n- If you already used the link or paid, the Postal Inspection Service says to notify your financial institution; the FTC says to report the attempt at ReportFraud.ftc.gov and forward phishing texts to 7726 (SPAM). [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing), [FTC: phishing scams](https://consumer.ftc.gov/articles/how-recognize-and-avoid-phishing-scams)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025), 0-100: consumer shipping 78; FedEx 80, Amazon Shipping 80, DHL 79, UPS 77, USPS Express and Priority Mail 73. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- BBB Scam Tracker: text message scams rose from 9.8% of all reported scams in 2024 to 14.9% in 2025. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n"},"student_loan":{"meta":{"sector":"student_loan","title":"Federal student loan servicers — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nFor a federal student loan problem, contact the servicer in writing first, then take it to the Federal Student Aid (FSA) Ombudsman Group; the CFPB says federal loan programs are the Department of Education's responsibility. Repayment rules changed in 2026: the SAVE plan ended by court order, new plans started on July 1, 2026, and income-driven plans are chosen at StudentAid.gov. Help from the servicer and the Department is free, so anyone who charges a fee for forgiveness or consolidation, or asks for your StudentAid.gov (FSA ID) login, is a red flag.\n\n## How complaints work in this industry\n\n- If you disagree with your servicer about your loan balance or status, identify the problem, talk to the servicer, and if you still need help contact the Federal Student Aid Ombudsman Group. [USA.gov: student loan problems](https://www.usa.gov/student-loan-problems)\n- The CFPB says federal student loan programs are within the sole legal purview of the Department of Education and sends federal loan questions to studentaid.gov. [CFPB: student loans](https://www.consumerfinance.gov/consumer-tools/student-loans/)\n- In 2025 the CFPB received approximately 23,700 student loan complaints; companies responded to 69% of those sent to them and gave no timely response, or no response, to 31%, which companies attributed to litigation over repayment programs and changes in servicing. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- On March 19, 2026, the Departments of Education and the Treasury announced that Treasury will take over operational responsibility for collecting defaulted federal student loans, and in later phases will support non-defaulted loans. [U.S. Treasury press release](https://home.treasury.gov/news/press-releases/sb0419)\n\n## Your leverage\n\n- Servicers help you change repayment plans at no cost, and Federal Student Aid says its forgiveness programs are always free. [Federal Student Aid: avoid forgiveness scams](https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/)\n- Aidvantage says only the government or the Department of Education can set interest rates, control income-driven repayment eligibility, or forgive student loans. [Aidvantage: about](https://images.aidvantage.studentaid.gov/about/)\n- A credit bureau must reinvestigate a disputed item on your credit report within 30 days [15 U.S.C. 1681i](https://www.govinfo.gov/content/pkg/USCODE-2023-title15/html/USCODE-2023-title15-chap41-subchapIII-sec1681i.htm), and you can also dispute directly with the servicer that reported it. [CFPB: Regulation V 1022.43](https://www.consumerfinance.gov/rules-policy/regulations/1022/43/)\n- From July 1, 2026, MOHELA gives a 1% interest rate reduction (up from 0.25%) for borrowers enrolled in auto pay, through June 30, 2028, if enrollment is completed by 11:59 p.m. ET on December 31, 2026. [MOHELA](https://mohela.studentaid.gov/)\n\n## Traps\n\n- A court order ended the SAVE plan on March 10, 2026; affected borrowers must select a new repayment plan after they get a notice from the servicer. [MOHELA](https://mohela.studentaid.gov/)\n- The Repayment Assistance Plan (RAP) and the Tiered Standard Plan became available on July 1, 2026. [MOHELA: about](https://mohela.studentaid.gov/DL/common/about.aspx)\n- Income-driven repayment plans, including RAP, can be requested only at StudentAid.gov/idr, not by phone. [MOHELA](https://mohela.studentaid.gov/)\n- MOHELA reports a loan delinquent once it is 90 days or more past due on the last day of the month, and says it is not authorized to make \"goodwill\" credit updates, per Federal Student Aid's directive. [MOHELA: credit reporting](https://mohela.studentaid.gov/credit) [MOHELA: contact us](https://mohela.studentaid.gov/DL/common/contactUs.aspx)\n- Credit corrections take time: Edfinancial says credit disputes may take up to 30 days to review, and the credit bureaus may take 45 to 60 days to update their records after that. [Edfinancial: credit reporting](https://edfinancial.studentaid.gov/Credit-Reporting)\n- If you shared your login with a debt relief company, Edfinancial says to reset your FSA ID or servicer password. [Edfinancial: contact](https://edfinancial.studentaid.gov/contact)\n\n## Scams to watch for\n\n- Federal Student Aid says the Department of Education and its partners, including loan servicers, will never ask for your StudentAid.gov username or password. [Federal Student Aid: avoid forgiveness scams](https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/)\n- Scammers ask for upfront or monthly fees while promising immediate and total loan cancellation, and send urgent messages saying a program is ending or your loan is \"flagged for forgiveness\"; Federal Student Aid says such messages do not come from the Department or its partners. [Federal Student Aid: avoid forgiveness scams](https://studentaid.gov/articles/avoid-student-loan-forgiveness-scams/)\n- Debt relief companies often impersonate or imply an affiliation with the Department of Education or the servicer, use official-looking envelopes, letters and emails, call from spoofed numbers, and may tell you to stop or redirect your loan payments. [MOHELA: avoid costly mistakes](https://mohela.studentaid.gov/DL/resourceCenter/AvoidCostlyMistakes.aspx)\n- The FTC says never to pay an upfront fee, never to share your FSA ID, and not to rely on government seals or logos; report student loan scammers at ReportFraud.ftc.gov. [FTC consumer alert, May 21, 2025](https://consumer.ftc.gov/consumer-alerts/2025/05/spotting-student-loan-scams)\n- The FTC sued and settled with USA Student Debt Relief, which it said often misrepresented an affiliation with the Department of Education; the settlement banned the defendants from the debt relief industry. [FTC testimony, March 25, 2026](https://www.ftc.gov/system/files/ftc_gov/pdf/ftc-testimony-jec-hearing-on-the-rising-scam-economy.pdf)\n- Edfinancial takes reports about third-party debt relief companies at CustomerResolutionsUnit@edfinancial.studentaid.gov. [Edfinancial: contact](https://edfinancial.studentaid.gov/contact)\n\n## By the numbers\n\n- Federal student loan complaints to the CFPB rose 24% and private student loan complaints 21% in 2025, compared with the prior two years' monthly average; complaints about a credit report or score rose 296%. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n"},"subscription":{"meta":{"sector":"subscription","title":"Subscriptions — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nCancel with whoever bills you: the company itself, or Apple, Google Play, Roku or a carrier if you subscribed through them. Deleting an app does not cancel anything. Cancel at least a day before renewal or before a free trial ends, and keep the confirmation. The FTC's 2024 \"click-to-cancel\" rule was vacated and is not in force; cite ROSCA and state automatic renewal laws (California, New York and others) instead. If charges continue after you cancel, dispute them with your card issuer and send a written notice by certified mail with a return receipt.\n\n## How complaints work in this industry\n\n- Billing decides where you cancel. Apple says that if you have no Apple receipt for a subscription, you may have bought it from another company; check your statement and contact that company. [Apple: cancel a subscription](https://support.apple.com/en-us/118428)\n- SiriusXM, for example, tells subscribers billed by Apple, Google Play, Roku or T-Mobile to cancel with that company, and says uninstalling the app does not cancel an Apple or Google Play subscription. [SiriusXM: manage or cancel service](https://www.siriusxm.com/help/manage-or-cancel-service)\n- The FTC's 2024 click-to-cancel amendments were vacated in full by the Eighth Circuit on July 8, 2025 and never took effect (rule `ftc-click-to-cancel`). [Eighth Circuit opinion, Custom Communications v. FTC](https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf)\n- Effective February 12, 2026 the FTC restored the pre-2024 Negative Option Rule, which covers only prenotification plans; a new rulemaking is at the advance notice stage with no proposed text. [Federal Register, February 12, 2026](https://www.govinfo.gov/content/pkg/FR-2026-02-12/html/2026-02866.htm), [FTC: Negative Option Rule](https://www.ftc.gov/legal-library/browse/rules/negative-option-rule)\n- Enforcement continues under ROSCA: Amazon settled the FTC's Prime case for $2.5 billion in September 2025, and the Justice Department announced a proposed $150 million settlement with Adobe on March 13, 2026 (pending court entry). [FTC: Amazon refunds](https://www.ftc.gov/enforcement/refunds/amazon-refunds), [Justice Department, March 13, 2026](https://www.justice.gov/opa/pr/adobe-agrees-150-million-settlement-and-injunction-resolve-alleged-violations-restore-online)\n- The FTC, 21 states and DC are suing Uber over Uber One enrollment and a cancellation path of up to 23 screens and 32 actions; the case is pending. [FTC press release, December 15, 2025](https://www.ftc.gov/news-events/news/press-releases/2025/12/ftc-states-file-amended-complaint-against-uber-deceptive-billing-cancellation-practices)\n\n## Your leverage\n\n- ROSCA (rule `rosca-negative-option`): for online negative-option sales the seller must disclose all material terms before taking billing information, get your express informed consent before charging, and provide \"simple mechanisms for a consumer to stop recurring charges.\" [15 U.S.C. 8403](https://www.law.cornell.edu/uscode/text/15/8403)\n- California (rule `ca-automatic-renewal-law`): if you signed up online you must be able to cancel online at will; a save offer must sit next to a \"click to cancel\" button, and on the phone you can end the call by saying you want to \"cancel\". [Cal. Bus. & Prof. Code 17602](https://california.public.law/codes/business_and_professions_code_section_17602)\n- California also requires notice 3 to 21 days before a free trial longer than 31 days ends, and 7 to 30 days before a price change. [Cal. Bus. & Prof. Code 17602](https://california.public.law/codes/business_and_professions_code_section_17602)\n- New York (rule `ny-automatic-renewal-law`): cancellation must be as easy as sign-up and available in every medium used to sign up; a retention offer may not block or delay it. [N.Y. Gen. Bus. Law 527-a](https://www.nysenate.gov/legislation/laws/GBS/527-A)\n- A New York court found in November 2024 that SiriusXM's agent-only cancellation violated ROSCA and ordered a method that does not require a live agent. [New York Attorney General, November 22, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-stops-siriusxm-trapping-new-york-customers-unwanted)\n- When a company keeps charging after you cancel, the FTC says to dispute the charge with your card issuer, follow up by certified mail with a return receipt, and keep copies of every request and note. [FTC: free trials, auto-renewals and subscriptions](https://consumer.ftc.gov/articles/getting-and-out-free-trials-auto-renewals-and-negative-option-subscriptions)\n\n## Traps\n\n- Free trials convert automatically. Adobe charges your payment method when the trial ends, and Apple says to cancel at least 24 hours before a trial ends. [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html), [Apple: cancel a subscription](https://support.apple.com/en-us/118428)\n- \"Annual, billed monthly\" plans can carry early termination fees: Adobe charges 50% of the remaining contract after 14 days (30% of the annual commitment in California). [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- Benefits from a free period end the moment you cancel Uber One or DashPass, and an Uber One charge is non-refundable once the billing cycle begins. [Uber One terms](https://www.uber.com/legal/en/document/?name=renewable-passes-terms&country=united-states&lang=en), [DoorDash: cancel DashPass](https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US)\n- Renewal cutoffs come before the renewal date: SiriusXM and DashPass both require cancellation at least 24 hours before renewal or the next payment. [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement), [DoorDash: cancel DashPass](https://help.doordash.com/consumers/s/article/How-do-I-cancel-my-DashPass-subscription?language=en_US)\n- Refund windows are short: SiriusXM gives a pro-rata refund only on request within 7 days (monthly) or 30 days (non-monthly); Adobe gives a full refund only within 14 days of the initial order. [SiriusXM Customer Agreement](https://www.siriusxm.com/customer-agreement), [Adobe Subscription and Cancellation Terms](https://www.adobe.com/legal/subscription-terms.html)\n- Do not cite the FTC click-to-cancel rule in a complaint; it was vacated. Cite ROSCA and your state's law. [FTC: Negative Option Rule](https://www.ftc.gov/legal-library/browse/rules/negative-option-rule)\n\n## Scams to watch for\n\n- Fake renewal and subscription-charge messages: Amazon lists fake membership renewals and fake subscription charges, and Best Buy shows fake Geek Squad renewal notices. Check the account directly, not through the message. [Amazon scam trends](https://trustworthyshopping.aboutamazon.com/amazon-scam-trends), [Best Buy: protect yourself](https://www.bestbuy.com/site/privacy-policy/protect-yourself/pcmcat266100050002.c?id=pcmcat266100050002)\n- Streaming phishing: Netflix says it never asks for card numbers, bank details or passwords by text or email (report to phishing@netflix.com), and Spotify says an email is suspicious if the sender does not end in @spotify.com (report to spoof@spotify.com). [Netflix: phishing](https://help.netflix.com/en/node/65674), [Spotify: is this email legit?](https://support.spotify.com/us/article/spotify-email-legit/)\n- BBB Scam Tracker listed Warner Brothers Discovery (WBD Global Streaming), HBO Max's parent company, as the No. 4 most impersonated brand in 2025, with 681 reports. [BBB Scam Tracker Risk Report 2025](https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf)\n- Tech support scams: Microsoft says its error messages never include a phone number and it never asks for payment in gift cards or cryptocurrency. [Microsoft: tech support scams](https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435)\n- Google says someone may be trying to scam you if they ask you to buy a Google Play gift card and share the code; the cards can only be used on Google Play. [Google Play: gift card scams](https://support.google.com/googleplay/answer/9057338?hl=en)\n"},"ticketing":{"meta":{"sector":"ticketing","title":"Event tickets and resale — how complaints work","last_verified":"2026-10-13"},"markdown":"## In short\n\nBuy from the venue's official seller or a known marketplace, and pay by credit card so you can dispute the charge. Since May 12, 2025, sellers of live-event tickets must show the total price, with all mandatory fees, up front. Resale marketplaces back tickets with their own guarantees, so claim through the marketplace, not the individual seller. Never pay a stranger by gift card, wire or payment app, and never accept a screenshot as a ticket.\n\n## How complaints work in this industry\n\n- Ticket problems start with the seller's own help center. The FTC takes reports of fraud and deceptive practices at ReportFraud.ftc.gov and uses them to investigate and bring cases, but it cannot resolve cases for individuals. [FTC: Reporting fraud 101](https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams)\n- On primary sellers the event organizer usually decides refunds. Ticketmaster says \"The Event Organizers determine refund guidelines\", and a Request Refund button appears on the order only when the organizer offers refunds; a cancelled event is refunded automatically, usually 14-21 days after Ticketmaster receives the organizer's funds. [Ticketmaster: eligible for refunds](https://help.ticketmaster.com/hc/en-us/articles/9672063923345-How-do-I-know-if-my-order-is-eligible-for-refunds), [Ticketmaster: cancelled events](https://help.ticketmaster.com/hc/en-us/articles/9784845658641-What-happens-if-my-event-is-canceled)\n- AXS says refunds for a cancelled event are determined by its clients (the venue or promoter), and that AXS or the client may keep various fees even when the event is cancelled and not rescheduled. [AXS Purchase Agreement v8](https://www.axs.com/about-purchase-agreement_US_v8.html)\n- Eventbrite's terms say transactions are between the organizer and the buyer, so refund requests go to the organizer first; Eventbrite steps in through its Attendee Refund Request form when an organizer refuses or does not answer for an event cancelled within the last 45 days or postponed more than 90 days without a new date. [Eventbrite: Can I get a refund?](https://www.eventbrite.com/help/en-us/articles/721549/can-i-get-a-refund/)\n- Resale marketplaces handle claims under their own guarantees, not through the individual seller. StubHub's FanProtect promises valid tickets in time for the event or comparable tickets or your money back, and says to report a problem as soon as possible, ideally the same day. [StubHub: FanProtect explained, July 29, 2026](https://newsroom.stubhub.com/2026/07/29/fanprotect-guarantee-explained/), [StubHub: ticket guarantees, August 20, 2026](https://newsroom.stubhub.com/2026/08/20/understanding-ticket-guarantees-what-every-fan-should-know/)\n- Antitrust: the DOJ filed a Notice of Settlement with Live Nation and Ticketmaster on March 9, 2026 and a Proposed Final Judgment on June 12, 2026; its case page lists no final judgment as of October 13, 2026. The states that kept trying the case won a jury verdict on April 15, 2026 that Live Nation violated the antitrust laws through monopoly power in primary ticketing. [DOJ case page](https://www.justice.gov/atr/case/us-and-plaintiff-states-v-live-nation-entertainment-inc-and-ticketmaster-llc), [NAAG case summary](https://www.naag.org/multistate-case/united-states-and-plaintiff-states-v-live-nation-entertainment-et-al-s-d-n-y-124-cv-03973-as/)\n- The FTC and seven states sued Live Nation and Ticketmaster on September 18, 2025 over pricing and ticket limits. The court denied the motion to dismiss on September 30, 2026, and the FTC lists the case as pending. [FTC case page](https://www.ftc.gov/legal-library/browse/cases-proceedings/ticketmaster)\n- StubHub agreed on April 9, 2026 to pay $10 million to settle FTC charges that it left mandatory fees out of its first price displays after the fee rule took effect. [FTC press release, April 9, 2026](https://www.ftc.gov/news-events/news/press-releases/2026/04/stubhub-refunding-10-million-fees-consumers-after-deceptive-ticket-pricing)\n- Executive Order 14254 (March 31, 2025) directs the FTC to rigorously enforce the BOTS Act with state attorneys general, to act to ensure price transparency at all stages of ticket purchase, and to take action against unfair and deceptive conduct in the resale market. [White House: EO 14254](https://www.whitehouse.gov/presidential-actions/2025/03/combating-unfair-practices-in-the-live-entertainment-market/)\n- New York's Division of Consumer Protection warned in October 2025 about event ticket scams and cited the FTC's then recent complaint against Ticketmaster and Live Nation, which alleges illegal resale tactics and deception of artists and consumers about prices and ticket limits. [NY Department of State consumer alert, October 9, 2025](https://dos.ny.gov/node/82251)\n\n## Your leverage\n\n- FTC fee rule (rule `ftc-junk-fees-rule`): since May 12, 2025, any business that offers, displays or advertises live-event tickets, including third-party platforms and resellers, must show the total price more prominently than other pricing. Optional add-ons may be left out of the total. [FTC: Rule on Unfair or Deceptive Fees FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n- The FTC FAQ says the total price includes all fees the business knows about and can calculate up front, and tells businesses to avoid vague labels like \"convenience fees\", \"service fees\" or \"processing fees\". A business must tell the truth about whether a fee is refundable. [FTC: Rule on Unfair or Deceptive Fees FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n- Card dispute: a charge for an event that did not happen as agreed, or tickets that were not delivered, is a billing error under the Fair Credit Billing Act if the card issuer receives your written notice within 60 days after the first statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Eventbrite requires organizers to refund all attendees when they cancel an event. For an event postponed on or after April 1, 2023, organizers must honor refund requests during days 91-135 after the postponement, even if a new date is set. [Eventbrite: Cancelled Event Policy](https://www.eventbrite.com/help/en-us/articles/724340/eventbrites-cancelled-event-policy/), [Eventbrite: Postponed Event Policy](https://www.eventbrite.com/help/en-us/articles/169121/eventbrites-postponed-event-policy/)\n- California's 2024 settlement with StubHub, over its 2020 switch from cash refunds to 120% credits for cancelled events, bars StubHub from failing to honor its existing refund policy unless a change is made with the consumer's informed consent. [California AG, August 22, 2024](https://oag.ca.gov/news/press-releases/attorney-general-bonta-announces-settlement-stubhub-over-ticket-refunds-during)\n- The BOTS Act bars getting around a ticket issuer's online security or purchase controls and selling tickets obtained that way, for events at venues with a seating capacity of over 200. [FTC: Better Online Ticket Sales Act](https://www.ftc.gov/legal-library/browse/statutes/better-online-ticket-sales-act)\n- New York's consumer agency says credit cards generally offer more protection than debit cards and payment apps when you dispute a charge. [NY Department of State consumer alert, October 9, 2025](https://dos.ny.gov/node/82251)\n\n## Traps\n\n- Postponed or rescheduled events are usually not refunded: the tickets stay valid for the new date. StubHub's and Vivid Seats' terms exclude refunds for postponed or rescheduled events, and Ticketmaster refunds them only if the organizer allows it. [StubHub: FanProtect explained](https://newsroom.stubhub.com/2026/07/29/fanprotect-guarantee-explained/), [Vivid Seats Terms](https://www.vividseats.com/terms), [Ticketmaster: postponed events](https://help.ticketmaster.com/hc/en-us/articles/9784866185745-What-happens-if-my-event-is-postponed)\n- For a cancelled event, resale marketplaces may choose a credit instead of cash. Vivid Seats' terms say it will refund or issue a credit \"as determined in its sole discretion\", and to qualify you must return the tickets within two weeks of its notice. [Vivid Seats Terms](https://www.vividseats.com/terms)\n- Ticketmaster says refund requests are final and cannot be changed once started, and refunds for transferred tickets go only to the original purchaser. [Ticketmaster: when my refund is approved](https://help.ticketmaster.com/hc/en-us/articles/9785043299601-What-happens-when-my-refund-is-approved), [Ticketmaster: Ticket Transfer refunds](https://help.ticketmaster.com/hc/en-us/articles/9715611361425-Can-I-get-a-refund-if-I-receive-a-ticket-through-Ticket-Transfer)\n- AXS says tickets from unauthorized sources may be void and that it does not guarantee tickets from a non-authorized reseller. [AXS Purchase Agreement v8](https://www.axs.com/about-purchase-agreement_US_v8.html)\n- Ticket sellers' terms require individual arbitration and waive class actions. Vivid Seats lets you opt out by certified mail within 30 days of first using the site, and Eventbrite by email to legal@eventbrite.com within 30 days. [Vivid Seats Terms](https://www.vividseats.com/terms), [Eventbrite Terms of Service](https://www.eventbrite.com/help/en-us/articles/251210/eventbrite-terms-of-service/)\n- Some resellers sell speculative tickets, which they do not have yet, and some fraudulent resellers give phony ticket codes for real ticketing websites. [BBB tip, November 5, 2025](https://www.bbb.org/article/news-releases/26662-bbb-tip-what-to-know-about-buying-tickets-from-an-online-reseller)\n- Some resellers do not show their fees until you are almost ready to pay; the BBB says to look for sellers that show the base price and fees up front. [BBB tip, November 5, 2025](https://www.bbb.org/article/news-releases/26662-bbb-tip-what-to-know-about-buying-tickets-from-an-online-reseller)\n- Optional add-ons, such as a VIP package, do not have to be in the advertised total price, but must be in the final amount before you pay. [FTC: Rule on Unfair or Deceptive Fees FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n\n## Scams to watch for\n\n- The BBB reports lookalike websites with names similar to Ticketmaster that appear in search results, take personal and card details, overcharge (one buyer was charged three times the ticket price), and deliver tickets in someone else's name or none. It says to buy through the venue or its official site and check the URL closely. [BBB scam alert, May 9, 2023](https://www.bbb.org/article/scams/27410-bbb-scam-alert-how-to-avoid-ticketmaster-lookalike-scams)\n- The BBB says to watch for resellers who ask for gift cards or wired money, and never to accept screenshots as proof of tickets, because they are easily duplicated. [BBB tip, November 5, 2025](https://www.bbb.org/article/news-releases/26662-bbb-tip-what-to-know-about-buying-tickets-from-an-online-reseller)\n- New York warns of fake tickets on social media, fake sites and marketplaces, with convincing screenshots, barcodes or emails, and of resellers who ask for payment outside an official ticket platform. It suggests buying resale tickets only through official platforms. [NY Department of State consumer alert, October 9, 2025](https://dos.ny.gov/node/82251)\n- StubHub says you will never be asked on StubHub to send money through a peer-to-peer app or wire cash, and warns of emails and texts asking you to \"verify your account\" or \"confirm a purchase\" and of look-alike web addresses. [StubHub safety guide, August 31, 2026](https://newsroom.stubhub.com/2026/08/31/7-ways-to-protect-yourself-when-buying-tickets-online/)\n"},"travel_agency":{"meta":{"sector":"travel_agency","title":"Online travel agencies — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nWhen you book through an online travel agency (OTA), two companies are involved. The OTA took the booking, and often the payment. The airline, hotel or car company provides the service, and its rules usually decide refunds and fees. Start with the OTA when it charged your card, and check the card statement to see who the merchant of record is. For a flight the airline cancelled, the agent that is merchant of record must refund the fare. Get OTA phone numbers only from the OTA's own app or website, never from search results. Booking.com and Expedia say they never ask for card details by phone, text or WhatsApp.\n\n## How complaints work in this industry\n\n- DOT says ticket agents (travel agents and online travel agencies) that are the merchant of record must make proper refunds of airfare when an airline cancels or significantly changes a flight to, from or within the U.S. The merchant of record is the company shown on your card statement for the ticket. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- DOT says that if you bought the ticket through an online travel agency, you should contact the agent directly for a refund before you contact the airline. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Ticket agents are not responsible for refunding fees for paid extras that were not provided, or bag fees for a significantly delayed or lost bag. DOT says to ask the airline for these refunds, even if the agent charged you. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- DOT takes complaints against ticket agents as well as airlines and directs the identified airline or ticket agent to respond to you directly. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n- For hotel stays, Booking.com's terms say that cancellation and no-show fees, and any refund, depend on the property's own policy. Booking.com says most flights on its site are sold through a third-party aggregator, and the airline's contract of carriage applies. [Booking.com terms](https://www.booking.com/content/terms.html)\n- Booking.com requires a 60-day Internal Review Procedure before individual arbitration. Expedia requires a signed Notice of Dispute by certified mail and 60 days to resolve it before arbitration. Both allow small claims court. [Booking.com terms](https://www.booking.com/content/terms.html), [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n\n## Your leverage\n\n- The airline refund rule (rule `dot-refunds-rule`) applies to ticket agents that are merchants of record for the ticket. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Since May 12, 2025, the FTC fee rule (rule `ftc-junk-fees-rule`) requires anyone who advertises short-term lodging, including third-party platforms and travel agents, to show the total price with all mandatory fees more prominently than other prices. [16 CFR part 464](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464), [FTC fee rule FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)\n- A charge for a trip that was not provided as agreed can be disputed with a credit card issuer as a billing error. The issuer must receive written notice within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- DOT publishes complaint counts against named travel agents every month, so a DOT complaint is on the public record. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n\n## Traps\n\n- The airline 24-hour free cancellation rule does not apply to tickets booked through travel agents or online travel agencies. Agents may offer something similar, but they do not have to. [DOT: Refunds](https://www.transportation.gov/individuals/aviation-consumer-protection/refunds)\n- Expedia's terms say its own fees are not refundable unless the booking process says otherwise. [Expedia terms of service](https://www.expedia.com/lp/b/terms-of-service)\n- Booking.com lets you opt out of arbitration only by a notice sent through its Dispute Resolution page within 30 days after you first become subject to the agreement. Opt-outs sent by third parties have no effect. [Booking.com terms](https://www.booking.com/content/terms.html)\n- Expedia says Basic Economy and other restrictive fares may not allow changes. [Expedia help: flight cancellations](https://www.expedia.com/helpcenter/?product=Flights&productId=flight&articleId=16506)\n\n## Scams to watch for\n\n- Criminals take over hotels' Booking.com accounts and message guests in the app, by email or on WhatsApp, asking for payment or card details. The UK's Action Fraud logged 532 reports and £370,000 in losses from June 2023 to September 2024. [Travel Weekly, January 10, 2025](https://travelweekly.co.uk/news/action-fraud-issues-booking-com-phishing-alert)\n- Booking.com says it will never ask for credit card details by email, phone, text or WhatsApp, or for a bank transfer that differs from the payment policy in your booking confirmation. It says to report a suspected scam to Customer Service. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)\n- Expedia warns that fake Expedia phone numbers circulate through search ads and whole fake pages. It says it never asks for your password, a one-time passcode, a wire transfer or a gift card. [Expedia: get in touch (archived copy of May 18, 2026)](https://www.expedia.com/lp/b/getintouch)\n- The BBB reports travelers who searched online for an airline or Expedia phone number, reached impostors and paid rebooking or cancellation fees; one Expedia customer was asked for $150 to cancel a booking that could be cancelled free. The BBB says to call the number where you bought the ticket. [BBB scam alert, updated September 9, 2025](https://www.bbb.org/article/scams/24106-bbb-warning-beware-of-twist-on-third-party-airline-ticket-booking-scam)\n- The FTC says not to assume a phone number in search results is real: scroll past paid results and type the company's address into the browser. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n\n## By the numbers\n\n- July 2026 complaint cases with DOT against travel agents: 414 in total, 250 of them about refunds. Expedia had 80 (41 refunds), Booking.com 47 (33 refunds), Kiwi.com 31, Justfly 27, CheapOair 19 and Priceline.com 19. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026 online travel agency satisfaction (0-100): industry 76; Booking.com and Tripadvisor 77; Trivago 76; Expedia 75; Travelocity 72; Priceline 71; Kayak 69; Orbitz 68. [ACSI: Online travel agencies](https://theacsi.com/industries/travel/online-travel-agencies/)\n"},"utility":{"meta":{"sector":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nComplain to the utility first and get a reference number, then go to the state utility commission, which is free and can make the utility act. While a bill is in dispute, keep paying the part you do not dispute: in most states that keeps the shutoff protections in place. If you cannot pay, ask for a payment plan and for every assistance program before the shutoff date, and tell the utility about any medical need. A caller who threatens a shutoff within the hour and wants a prepaid card, gift card, payment app or crypto is a scammer: hang up and call the number on your bill.\n\n## How complaints work in this industry\n\n- State commissions expect you to go to the utility first. New York's Department of Public Service (DPS) says to first seek help from the utility, which \"is required by law to assist\", and then contact the DPS Office of Consumer Services. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- New York: the DPS helpline is 800-342-3377 (8:30 a.m.-4:00 p.m., Monday-Friday). After a final disconnection notice, do not use the online form; call the shutoff hotline at 800-342-3355 (7:30 a.m.-7:30 p.m., Monday-Friday). [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- New York: if you disagree with the DPS decision, ask for an informal hearing or review within 15 days, then appeal within 15 days of that decision. The Public Service Commission decides most appeals; LIPA decides PSEG Long Island appeals. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- California: the CPUC Consumer Affairs Branch takes informal complaints after the utility has had a chance to fix the problem; the online portal is the fastest route, and a formal complaint is available if the informal one fails. The CPUC does not handle municipal utility complaints. [CPUC: utility complaint](https://www.cpuc.ca.gov/consumer-support/file-a-complaint/utility-complaint)\n- Texas (competitive electricity areas): complain to the retail electric provider first. Under TXU Energy's Your Rights as a Customer notice, the provider must investigate and report within 21 days, and a supervisory review must be answered within 10 business days; then you may complain to the Public Utility Commission of Texas. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- In Texas the retail provider bills you, but the local wires company (for example Oncor or CenterPoint) owns the meters and restores outages, so outages go to the wires company. [TXU Energy: power outage](https://www.txu.com/help/support/power-outage)\n- North Carolina: the Public Staff of the Utilities Commission takes electric, gas, water and telephone complaints after you have tried the utility. For service at risk of disconnection, call 1-866-380-9816 (Monday-Friday, 8:00 a.m.-5:00 p.m.). Municipal utilities go to the local government, and electric membership cooperatives to the Rural Electrification Authority (919-814-4696). [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n\n## Your leverage\n\n- A pending dispute can stop a shutoff for the disputed amount. In New York you must keep paying the undisputed part or the utility may still shut off service. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- In Texas, while an informal billing complaint is pending at the PUCT, the provider may not start collection or disconnection for the disputed amount, or report it to a credit bureau. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- In California, PG&E will not shut off residential service while a complaint or investigation started within five days of a disputed bill is open, until the customer has had a review by PG&E or the CPUC; the customer must keep paying undisputed bills. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- Payment plans are often a right, not a favor. PG&E must offer a 24-month payment arrangement to a residential customer who says they cannot pay, and will not disconnect a customer who keeps up with it and with monthly bills. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- Weather rules block shutoffs on some days. Con Edison does not disconnect residential customers when the Central Park high, with wind chill, is forecast at 32°F or lower, or on the day of or before a forecast heat index of 90°F or higher. [Con Edison cold and heat protections](https://www.coned.com/en/accounts-billing/payment-plans-assistance/special-services/cold-heat-protections)\n- Texas providers may not disconnect for nonpayment during an extreme weather emergency. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- Medical protections exist but have conditions. A Texas Critical Care customer is protected from disconnection for nonpayment for 63 days from the bill's issue date if the physician contacts the provider, sends a written statement, and the customer enters a deferred payment plan. [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n- PG&E must visit Medical Baseline, Life Support and self-certified seriously ill customers in person before a shutoff for nonpayment, and does not disconnect residential service when it forecasts temperatures above 100 degrees or below 32 degrees in a 72-hour look-ahead period. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- High-bill investigations: you can ask for a meter test. PG&E must test on not less than five working days' notice and refunds up to three years of overcharges if a residential meter runs more than 2 percent fast. [PG&E Electric Rule 17](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf)\n- Estimated bills: PG&E treats an estimated bill as a billing error unless the estimate came from access problems, the customer, or a disaster. [PG&E Electric Rule 17](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf)\n- Assistance stops shutoffs: PG&E does not disconnect a customer with a pending LIHEAP pledge, and Texas providers may not disconnect when an energy assistance provider will pay enough by the final due date and the customer has paid or arranged the rest. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf) [TXU Energy: Your Rights as a Customer](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/YRAC.pdf)\n\n## Traps\n\n- A missed payment-plan installment can cost you the plan. PG&E says a payment plan cannot be changed once set up, and a customer who misses payments may not be offered a plan again and could have service shut off. [PG&E payment plans](https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html)\n- Fees add up near a shutoff: TXU Energy may charge a disconnect notice fee of up to $20 per notice and a disconnect recovery charge of up to $30. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- Variable electricity rates in Texas can change after the first billing cycle without advance notice; fixed-rate plans roll onto a month-to-month product if you do nothing at expiration. [TXU Energy terms of service](https://www.txu.com/-/media/Project/VistraApps/DT/Files/Content-Pages/Help-Center/TOSA.pdf)\n- New York DPS will not take a shutoff case through its online form after a final notice; use the hotline, or the case may not move in time. [NY DPS: file a complaint](https://dps.ny.gov/file-complaint)\n- Municipal utilities and cooperatives are outside some commissions' reach: the CPUC's Consumer Affairs Branch does not handle municipal utility complaints, and North Carolina sends municipal utility complaints to the local government. [CPUC: utility complaint](https://www.cpuc.ca.gov/consumer-support/file-a-complaint/utility-complaint) [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n\n## Scams to watch for\n\n- Utilities United Against Scams, a group of more than 150 U.S. and Canadian electric, water and gas utilities, lists the main signs: a threat to disconnect immediately, a demand for immediate payment, and a request to buy a prepaid debit card. [Utilities United Against Scams](https://www.utilitiesunited.org/)\n- Utilities say they do not take these payment methods: PG&E will never ask for gift cards, MoneyPak cards or payment apps such as Venmo or Zelle; Con Edison does not accept prepaid gift cards, crypto, wire transfers or cash apps. [PG&E scams](https://www.pge.com/en/account/customer-service/scams.html) [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- Caller ID is faked. PG&E says scammers can make a real PG&E number such as 1-800-743-5000 appear, and Duke Energy reports scammers copying its automated payment phone system so callback numbers seem real. [PG&E scams](https://www.pge.com/en/account/customer-service/scams.html) [Duke Energy news release, March 2017](https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams)\n- Fake payment sites appear in search ads. Con Edison names \"Make A Bill Payment\" ads, makeabillpayment.com and look-alike domains such as con3d.com and c0edison.com. [Con Edison: beware of scammers](https://www.coned.com/en/safety/energy-safety/beware-of-scammers)\n- In Texas, fake retail electricity websites and social media pages sign people up for impossible prices such as $75 every 30 days; check the provider's certification with the PUCT first. [TXU Energy: protect yourself](https://www.txu.com/fraud-awareness/ways-you-can-protect-yourself)\n- Door-to-door impostors: real utility workers carry photo ID. Con Edison employees can give a supervisor's name and the job ticket number; TXU Energy in-person agents never take payment or ask to come inside. [Con Edison news release, November 2025](https://www.coned.com/en/about-us/media-center/news/2025/11-20/awareness-is-your-best-defense) [TXU Energy promise](https://www.txu.com/en/company/fraud-awareness/txu-energy-promise.aspx)\n- Real shutoffs follow written notice. Duke Energy says delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection. [Duke Energy news release, March 2017](https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams)\n"},"wireless":{"meta":{"sector":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12"},"markdown":"## In short\n\nRaise a billing problem in writing before the carrier's dispute deadline (60 days at T-Mobile, 180 days at AT&T), and keep paying the undisputed part. Retention (\"loyalty\") teams can offer a better plan, but leaving has costs: device installment balances usually become due and you pay for the whole bill cycle. If the carrier does not fix the problem, an FCC informal complaint gets a written answer, usually within 30 days. No major carrier asks for your PIN, password or one-time code in a call or text it starts; turn on the free number-lock features to stop SIM-swap and port-out fraud.\n\n## How complaints work in this industry\n\n- The FCC reviews each complaint and in many cases serves it on the provider, which has up to 30 days to respond to you and the FCC. Not every complaint is served; some are only shared internally or referred to another agency. [FCC Consumer Help Center](https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940)\n- The FCC asks you to try the provider first. An informal complaint costs nothing and you do not need to appear in person. [FCC: filing an informal complaint](https://www.fcc.gov/consumers/guides/filing-informal-complaint)\n- If the carrier's answer does not satisfy you, you may file a formal complaint within 6 months of the carrier's response (or of its due date if it did not respond); otherwise the informal proceeding closes. [47 CFR 1.718](https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718)\n- The FCC does not resolve individual complaints about unwanted calls or texts (including robocalls); those complaints feed enforcement and policy work. [FCC Consumer Help Center](https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940)\n- The big three carriers require a written Notice of Dispute before arbitration and give themselves 60 days to resolve it: AT&T (then small claims or JAMS arbitration), Verizon (then AAA arbitration or small claims) and T-Mobile (then AAA arbitration or small claims). [AT&T](https://www.att.com/support/article/wireless/KM1041882/) [Verizon](https://www.verizon.com/about/nod/notice-dispute-form) [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Bill dispute deadlines differ: T-Mobile requires written notice within 60 days after you first receive the disputed bill or charge; AT&T allows 180 days from the bill date. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions) [AT&T Consumer Service Agreement](https://www.att.com/legal/terms.consumerServiceAgreement.html)\n- Many state utility commissions do not handle wireless complaints. Missouri's PSC says it does not regulate cellphones or internet providers. [Missouri PSC](https://psc.mo.gov/General/Submit_A_Complaint)\n- New York's Department of Public Service sends cellular telephone complaints to the NYS Attorney General. [NY DPS](https://dps.ny.gov/file-complaint)\n- North Carolina's Public Staff sends wireless complaints to the NC Attorney General's Office. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- Ohio's PUCO does not regulate wireless rates and refers wireless billing problems to the Ohio Attorney General; Oklahoma's Corporation Commission says non-lifeline wireless is regulated by the FCC. [PUCO](https://puco.ohio.gov/wps/portal/gov/puco/help-center/file-a-complaint) [Oklahoma Corporation Commission](https://oklahoma.gov/occ/complaints/public-utility.html)\n\n## Your leverage\n\n- Carriers point cancelling customers to retention offers. AT&T's cancellation page invites you to talk to a loyalty expert at 800.331.0500. [AT&T](https://www.att.com/support/article/wireless/KM1008472/)\n- Verizon tells customers to call Customer Service before disconnecting to see if they qualify for additional offers. [Verizon](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- T-Mobile's cancel page asks you to call so it can review the account and see what options it can offer to keep you. [T-Mobile](https://www.t-mobile.com/support/account/cancel-service)\n- Price changes can open an exit. Verizon lets you cancel an affected line within 60 days of the notice with no early termination fee if a change has a material adverse effect on you and Verizon does not negate it after you object. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- T-Mobile gives at least 14 days' notice of a change with a material adverse effect. Under Last Month Price Lock and the Un-contract Promise, if T-Mobile raises the price and you tell it within 60 days that you are leaving, it covers your final month's recurring charges. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions) [T-Mobile price lock FAQ](https://www.t-mobile.com/cell-phone-plans/price-lock-faqs)\n- Outage credits depend on the carrier. Verizon credits postpay customers who lose service in their coverage area for more than 24 hours in a row when Verizon is at fault, if they call within 180 days. [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- AT&T says a qualifying network interruption gets an automatic credit for a full day of service under the AT&T Guarantee. [AT&T](https://www.att.com/why-att/)\n- T-Mobile's Terms state no outage credit and say T-Mobile does not promise uninterrupted service. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Free account locks block number theft. Verizon's Number Lock prevents port-outs and SIM Protection blocks transactions that need a new SIM; both are free. [Verizon Number Lock](https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs) [Verizon SIM Protection](https://www.verizon.com/about/account-security/sim-swapping)\n- AT&T's Wireless Account Lock blocks a number transfer; T-Mobile's Port Out Protection can be removed only by the Primary Account Holder; Cricket's Account Lock prevents SIM swaps and port-outs while it is on. [AT&T](https://www.att.com/support/article/wireless/KM1447526/) [T-Mobile](https://www.t-mobile.com/support/account/transfer-your-phone-number/) [Cricket](https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams)\n- On November 15, 2023 the FCC adopted rules that require wireless providers to use secure methods to authenticate a customer before moving a number to a new device or provider, and to notify customers immediately of a SIM change or port-out request. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-398483A1.pdf)\n\n## Traps\n\n- Cancelling a line usually makes the device balance due at once. AT&T: the remaining installment balance is due immediately and you pay for the entire bill period. [AT&T](https://www.att.com/support/article/wireless/KM1008472/)\n- Verizon: any remaining device payment balance is due in full on the final bill, and cancellation takes effect on the last day of the billing period. [Verizon](https://www.verizon.com/support/disconnect-cancel-mobile/)\n- T-Mobile: porting out deactivates service immediately, but you are charged for a full billing cycle, and cancelling may accelerate equipment installment or lease payments. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- \"Price lock\" offers exclude a lot. T-Mobile's 5-Year Price Guarantee fixes the monthly price for talk, text and 5G data; it excludes taxes and fees, per-use charges, add-ons, third-party services and network management practices. [T-Mobile price lock FAQ](https://www.t-mobile.com/cell-phone-plans/price-lock-faqs)\n- T-Mobile's Terms say surcharges may change without notice regardless of any price-related promotion, subject to its 14-day notice policy for material adverse changes. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Accepting a credit to settle a T-Mobile bill dispute fully and finally resolves the issue under its Terms. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n- Device returns cost money and have short windows: Verizon 30 days with a $50 restocking fee; AT&T 14 days with up to $55 at a store; T-Mobile 14 days in store or 20 days after shipping, with a $25 to $75 restocking fee. [Verizon](https://www.verizon.com/support/return-policy/) [AT&T](https://att.com/shop/wireless/returnpolicy.html) [T-Mobile](https://www.t-mobile.com/responsibility/legal/return-policy)\n- Trade-in and upgrade returns have deadlines. AT&T charges the remaining installment balance if the original device is not sent back within 30 days. [AT&T](https://www.att.com/support/article/wireless/KM1436349/)\n- Home internet gateways from wireless carriers carry large non-return fees: T-Mobile up to $370 if not returned within 14 days of cancelling; Verizon up to $300 per unit if not returned within 30 days. [T-Mobile](https://www.t-mobile.com/support/account/cancel-service) [Verizon Customer Agreement](https://www.verizon.com/support/customer-agreement/)\n- Number Transfer PINs expire: 4 days at AT&T, 7 days at Verizon and 14 days at Google Fi. Do not cancel the old line before the port completes. [AT&T](https://www.att.com/support/article/wireless/KM1447526/) [Verizon](https://www.verizon.com/support/port-out-faqs/) [Google Fi](https://support.google.com/fi/answer/10888419?hl=en)\n- Prepaid balances are usually lost. T-Mobile prepaid service is non-refundable; Straight Talk deactivates service and forfeits unused days when the number ports out. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions) [Straight Talk terms](https://www.straighttalk.com/support/terms-conditions)\n- Arbitration deadlines are short: T-Mobile's Terms require an arbitration or court proceeding within two years of the date the claim arises, where the law allows. [T-Mobile Terms](https://www.t-mobile.com/responsibility/legal/terms-and-conditions)\n\n## Scams to watch for\n\n- Fake \"fraud department\" calls and texts ask for a PIN or one-time code so the scammer can sign in as you. AT&T says it won't contact you and ask for a PIN or code, or ask you to read back a passcode used to sign in. [AT&T](https://www.att.com/support/article/my-account/KM1159567/)\n- Verizon says it will never contact you to request any password, PIN, Social Security number or payment information. [Verizon](https://www.verizon.com/about/account-security/sim-swapping)\n- T-Mobile says it will never send a request for sensitive personal or account information, and tells customers not to confirm such data in response to an unsolicited email, text or inbound call. [T-Mobile](https://www.t-mobile.com/privacy-center/education/online-safety-cybersecurity)\n- SIM swap: a scammer convinces the carrier to move your service to their phone. Port-out fraud: a scammer opens an account at another carrier and moves your number there. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-398483A1.pdf)\n- The FCC says data breaches can raise the risk of these scams by exposing information that makes it easier to steal a phone account. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-398483A1.pdf)\n- Discount or shutoff calls that demand gift cards, prepaid cards, crypto or a money transfer. AT&T says it won't contact you and ask for a prepaid or gift card for payment. [AT&T](https://www.att.com/support/article/my-account/KM1159567/)\n- Cricket describes callers posing as Cricket who offer discounts for prepaying by prepaid or gift card. [Cricket](https://www.cricketwireless.com/support/fraud-protection/customer-awareness)\n- \"Return your device\" scams: a caller claims a defect, recall or security alert and asks you to ship your phone. AT&T says it won't ask you to ship your phone to an unknown address. [AT&T](https://www.att.com/support/article/my-account/KM1159567/)\n- Report scam texts by forwarding them to 7726 (SPAM); AT&T, Verizon and T-Mobile all accept this, and forwarding is free. [AT&T](https://www.att.com/support/article/my-account/KM1212535/) [Verizon](https://www.verizon.com/about/account-security/phishing) [T-Mobile](https://www.t-mobile.com/support/plans-features/help-with-scams-spam-and-fraud)\n- If your number was moved without permission, Verizon says to dial *611 from a mobile phone or call 1-800-922-0204; Cricket says to call 1-800-274-2538. [Verizon](https://www.verizon.com/about/privacy/account-security/unauthorized-port-outs) [Cricket](https://www.cricketwireless.com/support/fraud-protection/sim-swaps-scams)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): wireless phone service scored 77 out of 100, a record high. Among national carriers, T-Mobile scored 78 and Verizon and AT&T 76 each. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI 2026: value MVNOs scored 79 (Consumer Cellular 84, Straight Talk 80, Mint Mobile 79, Google Fi 75) and full-service MVNOs 77 (Spectrum Mobile and Metro by T-Mobile 78, Xfinity Mobile and Cricket 76, Boost Mobile 74). [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- ACSI 2026: call center satisfaction was the lowest-rated benchmark for the national carriers, at 75 (72 in 2025). [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- FCC data-security settlements: T-Mobile agreed on September 30, 2024 to a $15.75 million civil penalty plus a $15.75 million cybersecurity investment over breaches investigated from 2021, 2022 and 2023; AT&T agreed on September 17, 2024 to a $13 million settlement over a January 2023 vendor breach. [FCC: T-Mobile](https://docs.fcc.gov/public/attachments/DOC-405937A1.pdf) [FCC: AT&T](https://docs.fcc.gov/public/attachments/DOC-405545A1.pdf)\n"}}}