Tag Archives: Consumer

Protect your small business against fraud with secure payment systems

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“This will end my business operations.”

“I can’t afford to stay open.”

“I am just trying to operate my business.”

Vermont small businesses have reported substantial losses from scams. With more than 76,000 small businesses in the state, representing 99% of Vermont businesses and employing 60% of Vermont’s employees, small businesses are the backbone of Vermont’s economy. We can’t afford for businesses to experience scams. And yet, annually, businesses increasingly encounter new and different scam variations.

When businesses are scammed operations are at risk to be shut down. Their consumers are impacted, too. Whether the scam involves the breach of consumer personal information on file with the business or impacts individuals directly, such as when real estate sales transactions are intercepted. Being aware of the scams is one step to prevention. Remaining vigilant about the services, technologies, and training available to businesses has become even more important.

Learn more about the types of scams impacting businesses. [Link to blog outlining the scams, w/ pie chart of Top 10 impacting businesses]

In a digital age, protecting your small business against fraudulent activity can be difficult, but there are multiple safeguards available to help you avoid scams, protect your business, and keep your customers safe.

Payment Card Industry Security Standards Council (PCI Compliance) are standards outlined for the financial industry to protect data and establish safe payment systems worldwide.

  • PCI compliance of a business payment system helps to protect personal information.

Multi-Factor Authentication can help ensure payments are legitimate.

  • Requires users to provide more than just a password to confirm their identity.
    • Information will be something the user has, like a one-time verification code.

Payment Gateways are services that administer electronic payments (Ex. PayPal, Stripe, Square).

  • Encrypts customer information.
  • Sends encrypted payment information between banks.
  • Intended to safeguard the information of all parties involved in the transaction.

Payment Processing Systems are the systems where payments are processed, or the Point-of-Sale system (POS), like a terminal or similar software.

  • Secure payment processors use chip readers and biometrics to authenticate payments.

Fraud Detection and Prevention implementation adds another layer of protection.

  • Use the Address Verification Service (AVS) to compare the customer billing address to the customer address that the card issuer has on file.
  • Require that consumers enter the Card Verification Value (CVV) to reduce the risk of fraudulent use.
  • Monitor transactions: Regularly review transactions for suspicious activities and set up alerts for unusual patterns.

Train Staff: Your best defense is an informed workforce.

  • Train your staff to properly use payment systems and follow security standards for every transaction, including internally dispersed funds.
  • Stay informed about how common frauds may affect your business and make sure all employees are aware about how to avoid them.

 Resources

The Vermont Small Business Development Center (VtSBDC) provides free guidance to Vermont small business owners.

The Small Business Association connects businesses to state and federal resources and an online learning guide.

When a fraud incident occurs, you can report it to the Consumer Assistance Program. This office tracks scam trends to educate the public and can provide recovery support resources.

References:

https://consumer.ftc.gov/articles/use-two-factor-authentication-protect-your-accounts

https://www.ftc.gov/business-guidance/credit-finance/payments-billing

https://www.occ.treas.gov/publications-and-resources/publications/comptrollers-handbook/files/merchant-processing/pub-ch-merchant-processing.pdf

https://www.fiscal.treasury.gov/otcnet/card-processing.html

https://www.federalreserve.gov/paymentsystems.htm

https://advocacy.sba.gov/wp-content/uploads/2023/11/2023-Small-Business-Economic-Profile-VT.pdf

https://www.sba.gov/district/vermont

Top Scams Reported by Businesses in 2024

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Of the 3533 scams reported to the Consumer Assistance Program (CAP), 191 were submitted by Vermont businesses. The five most common scams for businesses include: fake orders, utility disconnection threats, imposters of business personnel, government imposters, and business identity theft.

The top scam for businesses to look out for is Order Fraud (fake orders of goods or services):

In 2024, CAP received 65 reports from Vermont small businesses experiencing fake order requests, in which scammers pose as customers initiating purchases. The purchases could be of business’ products, or of the services the business provides. In this scam, businesses are typically offered fraudulent forms of payment (fake checks, stolen credit cards). Sometimes businesses fulfill orders that are never paid for because the scammer’s check bounces, and stolen credit card charges are reversed. 

Sometimes, scammers request overpayments to be sent elsewhere, such as when a scammer sends a fake check to cover the cost of a wedding service but sends too much money and asks the wedding vendor to redirect the overpayment to fake wedding vendor by peer-to-peer payment services (PayPal Friends/Family, Venmo), or wire transfer. In 2024, several Justices of the Peace reported fake requests for wedding officiant services. Scammers similarly targeted realtors by claiming to be property owners seeking a company to help them sell their homes or land. Scammers used actual names listed on deeds, making it difficult for realtors to verify ownership.  

To reduce fraud incidents, always use multiple methods to verify the legitimacy of a potential buyer. While it may be difficult, take steps to verify. Especially for large orders, use address verification services, card verification value checks (CVV), and multifactor authentication for consumer accounts. Do not accept overpayments. Instead, ask for the correct payment amount to be reissued. You never want to be in the position of paying expenses on the consumer’s behalf when that is not a service you provide.

CAP further encourages businesses in Vermont to take the following steps to help prevent scams: 

Train Your Employees: Your best defense is an informed workforce.

Verify Invoices and Payments: Check all invoices closely. Never pay unless you know the bill is for items that were actually ordered and delivered. Train your staff to do the same.

Be Tech-Savvy: Don’t believe your caller ID. Imposters often fake caller ID information so you’ll be more likely to believe them when they claim to be a government agency or a vendor you trust.

Know Who You’re Dealing With: Never send money to parties you cannot verify. Check registration history, recommendations, and confirm contacts by calling. Before doing business with a new company, search the company’s name online with the term “scam” or “complaint.”

Businesses are encouraged to call CAP to report scams, ask questions, and get resources.
ago.vermont.gov/cap
1-800-649-2424

Is that toll payment request is from the toll operator or a scammer?

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If you have recently traveled across New England, or maybe even to New York, or New Jersey, you may encounter a toll road. We don’t have toll roads in Vermont, so when we stumble upon them while traveling, the encounter can feel like a new occurrence. Twenty years ago, when the highway sign alerted of an upcoming toll, I would frantically dig around the car for spare coins to hopefully gather enough change to allow me to pass through the toll.

While some tolls have cash and booth payments, I experienced a new toll system a few years ago. While driving in another New England state, I was surprised to see there was no toll booth on a well-traveled toll road, but a digitized pass-through. There was no need to collect change, because the toll was now a series of cameras that would capture my car and license plate by photo and bill me later. While sparing me the unfortunate scenario of being short change, the new system offered a new convenience. The toll booths can seem so stealthy that sometimes, I must admit, I don’t notice them. It’s the not knowing that can make this new scam seem plausible. What if you did travel recently, passed through tolls, and haven’t been asked to pay anything yet?

When scammers text, posing as familiar toll operators and say things like, “Please pay your toll to avoid fines and keep your driver’s license in good standing,” how can you tell if it is the toll operator requesting payment, or a scammer?

The primary identifier is that legitimate toll operators will contact you by mail for any actual delinquent fees incurred when utilizing a toll road without paying.

Do not respond to unsolicited text, emails, or calls demanding payment. Always avoid links from unknown or unsolicited messages.

When in doubt, check it out. Always take steps to verify unknown contacts by using publicly available contact information, not information provided by the solicitor. You may also confirm any state’s toll fee assessment with their tolling agency.

Report scams to the Consumer Assistance Program at ago.vermont.gov/cap or by phone at 1-800-649-2424.

National Consumer Protection Week Feature: Can Debt be Managed?

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Financial stability looks different for everyone. When we have a life event that creates instability, knowing your rights about debt collection (outlined in the Fair Debt Collection Practices Act (FDCPA)) can help you manage contact from a debt collector. There are community resources and companies that may be able to help you develop a debt recovery plan. However, be cautious and do your research before you set up a debt management plan.

Know your rights! When managing debt, you may receive calls from a collection agency hired by the creditor. 

Know what debt collectors cannot do:

  • Contact you before 8am or after 9pm
  • Contact you at work if you ask them not to
  • Discuss your debt with others
  • Threaten you or use obscene language
  • Misrepresent the amount owed
  • Try and collect interest, fees, or other charges on top of the amount you owe

Be careful in dealing with companies offering debt management services, also called debt adjustment or debt consolidation.

If you choose to use a for-profit debt settlement option, it’s important that you use caution. These private, for-profit businesses may offer to settle your debts for less than you owe by working directly with creditors.

The Federal Trade Commission provides the following cautions about for-profit debt settlement:

  • There might be a negative impact on your credit report and credit score. Debt settlement programs often ask — or encourage — you to stop sending payments directly to your creditors. That means late fees and penalties may grow, put you further in the debt, and hurt your credit.
  • Creditors might start debt collection. While you’re in the debt settlement program you may still get calls from debt collectors requesting repayment.
  • You might not be able to settle all your debts. Your creditors have no obligation to agree to negotiate a settlement of the amount you owe. Debt settlement companies also often try to negotiate smaller debts first, leaving interest and fees on large debts to grow.
  • You might not finish the whole program. Many people have trouble making payments long enough to get all — or even some — of their debts settled.
  • There could be tax consequences. Any savings you get from debt relief services could be considered income and taxable. Talk to a tax professional to learn how this might affect your situation.

Avoiding scams
There are many debt settlement scams out there. Any company offering debt settlement or debt adjustment services in our state must be licensed with the Vermont Department of Financial Regulation.  You can check a license online by searching for the business name on nmlsconsumeraccess.org.

Helpful services
You can work directly with your creditors to negotiate a debt settlement without using a third party. There are also nonprofit debt settlement services you can use instead of using private, for-profit companies that can come with risks.  Local Community Action Agencies are a great resource for free advice too.  You can find additional resources at VTLawHelp.org.

You can take action to tackle your debt but be cautious of organizations that may try to take advantage. You have the power to protect yourself and your finances. 

If you have any questions about next steps, you can always contact the Consumer Assistance Program at 1-800-649-2424. 

National Consumer Protection Week Feature: Preparing for Home Heating Deliveries in Winter

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As Vermonters, we are no strangers to cold temperatures and snow-filled winters. Winter can be long and cold, with temperatures ranging from single digits to below zero. This is why home heating is essential, especially during the colder months of the year. Currently, we are in the middle of heating season, which occurs every year from November 1st to April 15th. Heating season is one of the busiest times of year for heating fuel providers.

Whether it be the snow causing delays on the road or preventing trucks from safely accessing your tank to tight schedules for deliveries, here are some tips that could potentially avoid delays in your delivery of heating fuel:

Making a Plowing Plan

Be aware of upcoming weather events that may affect your expected delivery. If you are expecting a delivery during a snowstorm or after snowfall, make sure your driveway is adequately plowed and sanded so the truck can safely drive up to your tank. Live on a private drive? Call your provider to make a plan to ensure the delivery can occur as scheduled.

Calling Ahead

Keep an eye on your tank gauge during the colder months, regardless of your delivery status. For example, if you are on will call, it is generally recommended to call your provider while your tank is between 40-30% full. However, each provider may have their own requirement, so check with your provider to see when a delivery should be scheduled.

Having a tank at 10% can make you vulnerable to running out of heating fuel, especially during heating season when your providers’ delivery schedule can quickly fill up. Waiting to schedule a delivery may result in an emergency delivery fee or special trip charge to avoid a no heat situation.

Shopping Around

If you own your tank and do not have a contract with a specific provider, you may be able to call other providers. For example, No. 2 fuel gives you the ability to contact other providers in your area if your usual provider cannot schedule you. On the other hand, propane can be different. If you are looking to switch providers, this may require a tank swap. Vermont has specific protections for propane customers when requesting termination of service from your provider. Call CAP for more information.

Still having trouble with a delivery? Call CAP at (800) 649-2424 or email us at AGO.CAP@vermont.gov.

If you or someone you know is having trouble affording heat this winter, there are programs in Vermont that may be able to help. Please see our past Staying Warm This Winter post for additional information.

The Vermont Attorney General’s Office enforces a Consumer Protection Rule (CP 111) specific to the regulation of propane. Propane consumers are entitled to, among other rights: the disclosure of fees before service begins, notice of changes to fees or new fees, notice prior to a change in credit status, and certain protections for disconnections. 

Have questions about the Consumer Protection Rule (CP) 111? Call CAP at (800) 649-2424.

CAP provides a letter mediation service for consumer issues facing Vermont residents. If you have experienced an issue with your home heating provider, contact the Consumer Assistance Program.