My Online Shopping Plan

Posted on by

By Crystal Baldwin

I don’t know about you, but I’ve been buying a lot more things online than I used to. If you’re like me, you might be having a hard time keeping track of it all.  I buy things I need, but since I’m purchasing things I’d normally buy in brick and mortar retail, sometimes it’s hard to remember what I ordered and when it is supposed to arrive. There were times this summer, too, that I realized I never did receive a couple of items that I ordered.  One item had even been recorded as delivered.  I was lucky to notice so I could rectify the issue with the vendor and recoup my funds. 

With online shopping ramping up and expected to continue to remain steady with the holiday giving season approaching, how can we be savvy online shoppers?  As I prepare for the season, I am going to follow an online shopping plan:

  1. Make a list and check it twice.—I know, but seriously.  I am going to keep a list of what I plan to buy, update when it is purchased and document where from, write down the scheduled arrival date, and write down when it arrives. I may also write where in my house I hid it.  I’ll probably keep this information in a password protected document to prevent prying eyes from seeing!
  2. Before I buy online, I will research the site thoroughly.  There are several ways to do this, some of my favorites include checking consumer complaint sites like bbb.org, yelp.com, and ripoffreport.com.  But, when I can’t find anything there, searching the business name and “complaints” or “scams” in my browser helps to locate reported consumer problems.  I’ll also ask friends about sites they have used and their experience.
  3. I won’t forget about my favorite local stores.  Many stores have moved online because of the pandemic. I’ll call local stores to double-check that they now have online ordering.  If I want items delivered, I’ll check the cost of the delivery before confirming my order.
  4. When purchasing online, I will set up an account with each vendor. I’ll use unique usernames and passwords for each site, and use strict passwords (combinations of letters–upper and lower case, numbers, and symbols, that don’t spell out a dictionary word; and absolutely is not my dog’s name).  I will use the same email address for all my online shopping though, for simplicity.—I’ll always know where to expect an order confirmation or delivery notice.
  5. I will not save my payment information on the site.  This will help protect me in case the online account is breached at a later date. 
  6. I will use a credit card for online shopping, because I know that credit cards have fraud protection and a chargeback dispute process for when items are not delivered.  Recovering funds through newer pay services such as peer to peer payments, like Venmo, Zelle, Apple/Google Pay is not so easy due to having few regulated safeguards.
  7. If a problem occurs with my order, I will reach out to the company through the portal of my online account.
  8. I won’t take the bait of emails, calls, or texts that claim there are unauthorized funds on my account, or problems with my order.  Instead, I’ll go back to the online account portal.

This last step is especially important right now.  With the general increase of online shopping, our office has documented an increase in scam reports of emails, calls, or text messages that claim credit cards have been charged large sums of money by Amazon.com and other vendors. Consumers are invited to call company support to dispute any charges that may be unauthorized.  When consumers call the number provided, they are asked to provide credit card numbers and personal information and take steps to allow remote access to computers. 

Last month, CAP was on Across the Fence talking about this important issue.  Check out the video below.   

My online shopping plan will help me to avoid scams when they crop up. I hope they help you, too. If an issue does arise, the Consumer Assistance Program is a resource to help mediate and resolve consumer transaction disputes.  We provide letter mediation.  When we receive a written complaint from you, we will reach out to the business on your behalf.  You can find our online form here: https://ago.vermont.gov/cap/consumer-complaint/

I hope you have a safe and healthy holiday season.   

Social Security Number Phishing Scams

Posted on by

Since August 1, the Consumer Assistance Program has received approximately 275 reports of the Social Security number phishing scam!

Here’s how the scam works:

  1. You receive a phone call stating that there has been criminal or fraudulent activity involving your Social Security number. The scammer may also claim to be a government agency or law enforcement, threatening arrest or serious consequences. The scam often begins as a robocall.
  2. If you “press 1”, you are connected to a live person, who claims to be a detective or law enforcement agent. They spin a detailed story about a crime committed involving your Social Security number.
  3. Then, the scammer attempts to obtain your personal information and money. Never provide your Social Security number or bank account numbers over the phone, especially to an unknown caller.

If you receive a Social Security number phishing scam call, hang up the phone! Do not press 1 or attempt to connect to a live person.

The Social Security Administration will contact you via official letters in the mail if necessary. If you receive a call threatening arrest, it’s a scam.

Take it SLOW: Scammers pressure you to act fast, demanding personal information and payment, while threatening extreme consequences if you do not comply. Don’t let them pressure you! Remember to slow down, hang up the phone, and log the call. All it takes is one call to someone in your life to talk it through. If you still need help identifying the scam, make an additional call to someone who cares. You can always call CAP, we care and can discuss scams with you.

If you do provide personal information to the scammers over the phone, here are some proactive steps you can take to protect your information and your finances:

  1. Report the scam to CAP: (800) 649-2424 or ago.cap@vermont.gov
  2. If you provided your Social Security number to the scammers:
    1. File an identity theft report with the Federal Trade Commission and your local police.
    2. Check your credit reports and place a fraud alert or freeze on your credit.
    3. Watch out for identity theft warning signs.
  3. If you provided financial information, such as bank account numbers or credit card numbers, contact the involved financial institutions right away.
  4. If you provided the scammers with a payment via gift card, call the phone number on the back of the card.

Contributing Writer: Madison Braz

Content Editor: Crystal Baldwin

Grandchild Imposter “Grandparent” Scam in Vermont

Posted on by

Contributing Writer:  Crystal Baldwin

“Grandma, it’s me, I am in prison…”
“Grandpa, I’m in the hospital. I need help…”
“Nanna and Poppa, I had a bad car accident, and people are injured…”

No matter what the scammers say when they initiate the “Grandparent” scam, the introduction is sure to spike emotion.  That is what they hope.  They call claiming to be one of your most cherished loved ones—your grandchild—and ignite fear that those you care about are in dire need.  With emotions running high and deep, how can you not engage with the call, stay on the line, and find out more? You are worried and feel helpless because all you have to validate this story is the phone in your hand and the fear of what if.  What if you do nothing and your grandchild really is in trouble?

It is so hard. What if the very phone where you received the call is also what will reveal the mystery?  What if all you needed was your phone and a reminder to slow down? Would receiving this daunting call be any easier?

Today, our office issued an alert about the grandchild imposter scam, commonly referenced as the grandparent scam, because it targets grandparents and their unwavering generosity and care for their loved ones.  This scam is successful because the scammers know our grandparents care, and they know the psychology behind how difficult it is to think through problems when emotions are high.  

Infographic produced by the Consumer Assistance Program. Share it with those you care about.

When you receive one of these jarring calls, here is what you can do:

Take steps to verify by remembering SLOW: 

S – Slow down.  The scammers urge you to act urgently. Don’t.

L – Log the call.  For your assurance, write down the phone number of the caller and hang up.

O – One call. Make a call to your grandchild or another who can verify your grandchild’s whereabouts and well-being.

W – Who cares? Call another person in your life who cares about you. Know that you can call CAP at 1-800-649-2424.  We care and can help identify scams.

Before this scam happens to you, you can take steps now to create a scam action plan with your family.  Keep the SLOW reminder near your phone. With family, consider creating an uncommon family code word or PIN that you agree to not share publicly.  Make a phone tree of reliable contacts to call if a scam like this is received.  Act now to prevent future loss.

Help us stop these scams by sharing this information with those you care about.       

If you have lost money to this scam, please contact the Consumer Assistance Program right away at 800-649-2424.

For more information on the Attorney General’s efforts to support and protect older Vermonters, visit the webpage of the Attorney General’s Elder Protection Initiative.

ALERT: Stimulus Payments Should Not Be Taken from Long-Term Care Residents Who Receive Medicaid

Posted on by

While Medicaid recipients may have to sign over resources, in some circumstances, to the long-term care facilities where they reside, this does NOT apply to current federal economic impact payments, or ‘stimulus checks.’ 

Under the CARES Act, the stimulus checks are a tax credit. Tax credits do not count as income or resources for federal benefits programs, like Medicaid. Nursing homes, assisted living residences, and residential care homes cannot take that money from residents just because they are on Medicaid. Simply receiving a stimulus check should not change a resident’s monthly payment or cause a resident to have “too much” savings for Medicaid eligibility. Recipients may keep the stimulus payments, and nursing homes or other long-term care facilities may not seize them.

Anyone who believes a long-term care resident who receives Medicaid has lost their stimulus check to a nursing home, assisted living residence, or residential care home, should contact the Vermont Attorney General’s Consumer Assistance Program at 1-800-649-2424 or ago.cap@vermont.gov. You may also contact the Vermont Long-Term Care Ombudsman Project at (802) 863-5620 (Voice & TTY). Vermonters may also report to the Federal Trade Commission at www.ftccomplaintassistant.gov. 

Here is more information on the rules relating to long-term care residents’ receipt of stimulus checks.

Help Stop Elder Abuse: Report It

Posted on by

Contributing Writer:  Crystal Baldwin

I can’t tell you how sad the topic of elder abuse and neglect makes me.  Since I was a young girl, I loved the elders in my life and maintained such deep respect for them and their life experience.  Unfortunately, “each year, an estimated 5 million older adults are abused, neglected, or exploited” (ACL.gov).  

Abuse is not just physical, it can be emotional and psychological, or include financial exploitation.  Neglect is of grave concern, too, because in cases of neglect elders are not getting the care they need and deserve.  Abusers can knowingly or unknowingly engage in such acts and may even demonstrate that they have good intentions.  Abuse and neglect, no matter how it is posed, is unacceptable.  

During the COVID-19 pandemic, isolation recommendations continue for those most susceptible to experience severe illness caused by the disease, including those 65 years of age and older and those with severe underlying medical conditions like heart or lung disease or diabetes (CDC).  Before the pandemic, social isolation was already a concern and an issue reported to our office’s Elder Protection Initiative.  Now, while those most susceptible to illness remain in isolation, abuse and neglect can continue to occur for a longer period before it is seen by a bystander and reported.  Each of us must commit to protecting older adults.  

Know the signs of elder abuse.  The National Center on Elder Abuse has outlined the signs as follows:

Emotional and Behavioral:  unusual changes in behavior, or sleep, fear or anxiety, isolated or not responsive, sadness

Physical:  broken bones, bruises, and welts, cuts, sores, or burns, missing daily living aids, such as walker and hearing aids, torn or bloody underclothing, STDs without clear explanation, poor living conditions

Financial:  unusual changes in bank account or money arrangement, unusual or quick changes in will or other financial documents, fake signatures on financial documents, unpaid bills

Today is World Elder Abuse Awareness Day.  On this day, let’s commit to reporting elder abuse and neglect and financial exploitation when we see it.  As good neighbors and compassionate people, we must report whenever we see signs of abuse and neglect.  We may be the only one who sees it and the only one who can report it.  


As a reporter, you are not alone, there are many agencies and organizations that are essential to eliminating elder abuse.  To simplify the reporting process, the following is a list of resources.

REPORT CONTACT
Life-threatening
situation 		911
Suspected elder
abuse, neglect or
exploitation, including
financial exploitation 		Local Police and
Adult Protective Services of the
Dept. of Aging and Independent
Living (800-564-1612), if about a
vulnerable adult
Abuse of a person
living in a nursing
home, assisted living
facility, or board and
care home 		Long Term Care Ombudsman of VT
Legal Aid (800-889-2047)
Concerns regarding
licensed health care
facilities 		Survey and Certification of the
Dept.of Aging and
Independent Living
(888-700-5330)
Domestic Violence VT Network
Domestic Violence Hotline
(800-228-7395)
Sexual Violence VT Network Sexual Violence Hotline
(800-489-7273)
Misuse of Social
Security
Benefits 		Social Security Administration
Office of the Inspector General
(800-772-1213)
Medicaid Fraud and
Abuse 		VT Attorney General’s
Medicaid Fraud Unit (802-828-5511)
Unauthorized Real
Estate Transfers 		Vermont Legal Aid (802-775-0021)
Broker and Investment Advisor Fraud Dept. of Financial Regulation:
Securities Division (802-828-3420)
Bank Fraud Dept. of Financial Regulation:
Banking Division (888-568-4547)
Insurance Agent,
Adjuster, or
Carrier Fraud 		Dept. of Financial Regulation:  
Insurance Division (800-964-1784)
Scams and
Identity Theft and
Consumer Fraud 		VT Attorney General’s
Consumer Assistance Program
(800-649-2424)

If you are still not sure who to contact, call United Ways of Vermont 2-1-1 information and referral hotline (dial 211 or 802-652-4636).  They are a great resource, connecting Vermonters to organizations and agencies.  

More Resources:  
WEAAD: World Elder Abuse Awareness Day
National Center on Elder Abuse
Videos: Strengthening the Structure of Justice to Prevent Elder Abuse by the NCEA
Elder Abuse-Learn the signs and break the silence