Tag Archives: Consumer

My Online Shopping Plan

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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.   

Smarter Than The Scammer

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This week, during National Consumer Protection week, our staff members are opening up and sharing stories of when they were scammed. Because no one is invincible to being #scammed. Let’s keep the dialogue moving, share this post and your own scam stories and lessons learned.

Entangling yourself in a scam to see where it goes, or generally thinking you are smarter than the scammer will lead to loss. I know, because I’ve been there. When I was living on my own far from friends and family, a magazine salesperson arrived at my door. After giving him a glass of water and listening to his dream of winning a contest affiliated with his magazine sales, I reviewed his long list of magazines and I agreed to subscribe. He instructed me to pay with a check or credit card. I knew doing this would give him all my account information and enable him to steal it. Or, I could pay cash. I grinned inside as I realized I had enough cash on hand to complete the transaction, $80. I gave it to him and signed up for four five-year subscriptions. 

When the transaction was complete, he ran out the door waving the pile of cash and barreled into his friend’s car, as if leaving the scene of a bank robbery. I gave him exactly what he wanted—my money without a trace.

Though at the time I was much less savvy than I am now, I, like you, considered myself to be smart and in the know. I was college educated and self-sufficient. Before I was scammed, I had no reason to question the honesty or validity of the seller I engaged with. Thinking back to the incident now, I am awash with shame. I regret my gullibility and naiveté in thinking that a perfect stranger had no ill intent.

Here are my scam lessons learned:

  1. Practice safety first.  Always check to see who is knocking on your
    door by looking through the peephole or out a window before opening the door. I
    was disarmed, because I expected a guest. Had I taken this step; I would not
    have opened the door to a stranger.
  2. If you open the door, it’s fine to
    be kind to solicitors, but hospitality is not necessary. Keep solicitors
    outside and in view of neighbors. 
  3. If interested, get all the
    information and details in writing so you have time to consider and look into
    the offer.
  4. Never pay on the spot.
  5. Never pay for door-to-door purchases
    with cash, money order, bank check, personal check, wire transfer, gift cards
    (outside the merchant’s website), peer-to-peer payment, bitcoin, and any other
    option that is not a credit card or known transmitter.

Once I was scammed, there are more things I could have done to identify the scammer to authorities and prevent others from being victimized:

  1. I could have documented the license
    plate, make and model of the vehicle and reported the incident to the police.
  2. I could have gotten copies of materials
    related to the solicitation, and if he refused, written down the information.
  3. I could have filed a complaint
    with the Consumer Assistance Program so they could alert the public of such
    scams.

Magazine and door-to-door scammers are still present today. At CAP, we most often hear about itinerant pavers that claim to be in the area with extra materials and request payment from you to secure a steep discount. Door-to-door meat sellers, chimney sweeps, and alarm installers have also cold called Vermonters and have taken money without fulfilling orders. The best way to avoid door-to-door scams is to wait before buying. Allowing yourself a waiting period gives you time to check into the company and the offer and to talk it over with others. 

The scam artist hopes that the instilled shame that we “should have known better” will prevent us from sharing our story. Why? Because the best scam prevention tactic that we can all partake in is awareness. This week, I shared my stories of being scammed because I know I am not alone, and I don’t want others to experience what I have. The best thing we can do is band together as a strong Vermont community and fight the scammers by sharing our stories.

Have you ever been scammed? Tell us about it. Share this post and your own scam stories and lessons learned. The best form of prevention is awareness.

Contributing Writer: Crystal Baldwin

Long-Term Care Facilities: A Consumer Guide

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Which long-term care facility is right for you or your loved one? It can be difficult to navigate this decision, but the Vermont Attorney General’s Office hopes to provide some help.

Together with the Department of Disabilities, Aging and Independent Living (DAIL), we’ve released a new consumer guide called “Comparing Nursing Homes, Assisted Living Residences, and Residential Care Homes in Vermont.” The guide lays out the primary differences between nursing homes, assisted living residences, and residential care homes in Vermont, including:

  • how facility-types are defined and who is eligible to be a resident;
  • restrictions on the level of care the facility can provide;
  • facility staffing requirements;
  • allowable discharge practices; and,
  • when the State may grant a facility a “variance”—or waiver—from governing rules.

Key Differences Between Long-Term Care Facilities

As explained in depth in the guide, there are three types of long-term care facilities in Vermont:

  • Nursing Homes provide skilled nursing, rehabilitation services, and 24-hour health services.
  • Assisted Living Residences combine home, health, and supportive services while promoting self-direction and resident independence.
  • Residential Care Homes provide room, board, personal care, medication management, and some nursing “overview,” but are restricted in the level of care they can provide and generally do not provide full-time nursing care.

There are restrictions on who may become (and remain as) a resident at assisted living residences and residential care homes, but not nursing homes.

Need to report a concern?

This guide also provides contact information for reporting concerns about long-term care facilities.

Adult Protective Services
1-800-564-1612 		To report abuse, neglect or exploitation of a resident in a long-term care facility. Also contact the police & the Attorney General’s Medicaid Fraud & Residential Abuse Unit.
Attorney General’s Medicaid Fraud & Residential Abuse Unit
1-802-828-5511 		To report (1) abuse, neglect or exploitation of a resident in a long-term care facility or (2) Medicaid fraud.
VT Long-Term Care Ombudsman
1-800-889-2047 		For assistance resolving complaints made by, or for, individuals receiving long-term care services.
Attorney General’s Consumer Assistance Program
1-800-649-2424 		To report misleading business practices by the facility.
DAIL Division of Licensing & Protection
1-888-700-5330 		To report long-term care rule violations, including residents harmed by facility practices.

Need a copy of the complete guide?

The guide may be accessed online, or you may request a copy of the complete printed guide by mail by calling the Consumer Assistance Program at: 1-800-649-2424.

Contributing Writer: Madison Braz

Content Editor: Crystal Baldwin

Credit 101

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Credit can be a confusing concept. CAP wants to make it simple for you! This post is a guide to credit, credit bureaus, credit reports and more.

What is credit?

Your “credit” refers to your ability to borrow money and how much you can borrow. Your “credit score” is determined by your credit history, and suggests how likely you are to repay your loans.

What is a credit bureau?

As noted in our September 2017 blog post, credit bureaus receive regular reports about your credit history from banks, financial institutions, landlords, utilities, and even employers. The credit bureaus then put all of this information about your use of credit together into a single file — your “credit report.”

What is a credit report?

A credit report provides you with a detailed overview of your credit history prepared by the credit bureau. A credit report includes sensitive information, such as your Social Security number and history of employment. It will also indicate whether or not your accounts are in good standing and when they were opened.

How can I get my free credit report?

The Fair Credit Reporting Act (FCRA) requires each of the nationwide credit reporting companies — Equifax, Experian, and TransUnion — to provide consumers with a free copy of their credit report once every 12 months.

To access your free credit report, you can…

  1. Visit annualcreditreport.com or call 1-877-322-8228.
  2. Complete the Annual Credit Report Request Form and mail it to: Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281.
  3. Contact the three nationwide credit reporting companies individually:

Equifax: 1-800-685-1111 equifax.com

Experian: 1-888-397-3742 experian.com

TransUnion: 1-888-909-8872 transunion.com

Did you notice something suspicious on your credit report?

Under the Fair Credit Reporting Act, both the credit reporting company and the information provider are responsible for correcting inaccurate or incomplete information in your report.

To dispute an error on your credit report, follow these steps provided by the Consumer Financial Protection Bureau.

What is a credit freeze?

This free tool lets you restrict access to your credit report, which makes it more difficult for identity thieves to open new accounts in your name. A credit freeze does not affect your credit score, it just protects your credit. Under a freeze, you can still access your free annual credit report, and it does not affect your ability to apply for a job, rent an apartment, or buy insurance. However, if you are opening a new account, you will need to lift the freeze temporarily. Lifting the freeze is free.

Want to learn more about credit freezes? Check out this helpful FAQ page produced by the Federal Trade Commission.

What is a credit fraud alert?

A credit fraud alert is a free tool that makes it more difficult for identity theft and/or fraud to occur. According to the FTC, when you have a fraud alert in place, a business must verify your identity before it issues credit. Once you place the alert, it will be active for one year.

To place a credit fraud alert, contact one credit bureau and ask to place the alert. That credit bureau will then contact the other two bureaus.

Are you suspicious that identity theft has occurred?

If you see items on your credit report that might signal fraud, you can file an identity theft report with the Federal Trade Commission. Reporting identity theft to your local police is another important step in this process.

Signs of fraud on a credit report may include unfamiliar accounts and charges. The FTC provides a helpful list of other identity theft warning signs, including:

  • Inexplicable withdrawals from your bank account
  • Merchants refuse your checks
  • The IRS warns you that more than one tax return was filed in your name
  • You receive an official notice concerning a data breach that may have affected you

Questions about checking your credit and/or identity theft? Call the Consumer Assistance Program! (800) 649-2424

Contributing Writer: Madison Braz

Content Editor: Crystal Baldwin

National Consumer Protection Week: Protect Your Neighbors from Scams

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When you gather for Town Meeting day to tackle issues in your community, take a moment to spread the message about scams. By having a conversation with our neighbors, together we can work to stop scams.

Earlier this year, we released the top scams reported to our office in 2018.  This information is still up on our blog, which you can review here. Knowing the common scam categories can be useful in identifying scams, but this shouldn’t be the only information you share. Scams come in all different forms and adapt over time. During National Consumer Protection Week, you can commit to being scam savvy and sharing what you know with others.

Know the Signs to Spot Scams:

Remember:  If it’s too good to be true, it probably is!

Suspect:

  • Unsolicited Communications: If you didn’t ask for a contact, question why you are receiving it, even if you get something in the mail. Verify the info shared against information you know and trust. Classic unsolicited communications are computer tech support pop ups messages and phone calls.

  • Demands for Urgent Response: Scammers will demand a fast response from you to take advantage of the fact that you are busy. Anytime an immediate response is requested, slow down and take your time. It is in the urgency of the moment that people respond to scams. Imagine how a busy restaurant might respond to a sudden claim of electricity disconnection during the busy lunch hour.  The scam recipient may be more likely to respond for fear of losing lunch profits.

  • Requests for Personal Information: Shut down requests for such information by contacting a source you know and trust instead.  For a bank account, the phone numbers referenced in your statement may be a good resource; for a credit card the number on the back of your card is a good option. Never respond to requests to reset your password by clicking on link in your email. Never provide your information in response to unsolicited communications.

  • Requests for Payment:  Scammers have success in requiring odd forms of payment that are difficult to be tracked down, like gift cards, wire transfers, and peer to peer transaction services.

Gift Card Scams

How to Spot:  You are asked to pay outside of a vendor store/website by reading off the numbers on the back of the card or by taking a picture of the back of the card and sending it.

Common gift cards requested include:

  • Apple iTunes
  • Google Play
  • Walmart
  • Target

Remember: Unless you are using the card for the actual relevant company, do not pay with gift cards! Watch out for copycat websites too!


Wire Transfer Scams

How to Spot: You are asked to pay by wire transfer.

Common wire companies used:

  • Your bank!
  • Western Union
  • Money Gram
  • RIA Financial

Remember:  Sending a wire transfer is like sending cash! Never send a wire transfer to someone you don’t know!


Peer to Peer Payment Scams

How to Spot:  You are asked to pay using a P2P service. You may even already use this service to make other payments.

Common P2P companies used:

  • Paypal Friends and Family (No Paypal buyer purchase protection)
  • Facebook P2P in Messenger
  • Apple Pay
  • Venmo
  • Zelle
  • Cash App
mobile shopping

Remember:  Sending through P2P is typically instantaneous, leaving little room to make fraud disputes. Never use a P2P to send money to someone you don’t know!

Scammers want your money. They’ll adapt these methods, or resort to old methods of payment, like cash, check or money order. If you think you’ve encountered a scam, but aren’t sure, call our office at 800-649-2424. Find out more from the FTC.

By sharing this information and your general awareness about scams with others, you can help stop scams! To become more informed, you can sign up for Scam Alerts on our website, connect with our office on social media, and invite others to follow us.  Always hang up on scammers. For even more information about scams, visit our website.

Contributing Writer: Crystal Baldwin