Top 10 Consumer Complaints

January to June 2008

Based on consumer calls to the Office of Consumer Protection, these are the predominant problems reported in Montana during the six-month period between January 1 and June 30, 2008. For assistance with filing a complaint, see Consumer Complaints.

1. Collection Agencies/Debt Collection. Consumers report being contacted by companies collecting for debts they did not incur. Consumers also report instances of violations of the Fair Debt Collection Practices Act (PDF), such as unwillingness to verify debt or to disclose the company address.
2. Telemarketing and Do-Not-Call List. Consumers report receiving various calls even though they have signed up on the do-not-call list. This is possible because charities, companies that have a previous or existing business relationship with the consumer, and people taking surveys and scheduling appointments are exempt from the do-not-call law. Also, various fraudulent charities and companies may continue to call consumers for donations or sales. For more information, see Telemarketing.
3. Mail Order. Consumers who purchased items from catalogs or television advertisements report that the items were not always delivered or, if consumers requested a refund based on the "money back guarantee" advertised, the companies often refused to honor it.
4. Internet Purchases. Consumers report they have purchased merchandise from an Internet company and have not received the products. The company no longer responds to the consumer's e-mails or phone calls once it received the payment.
5. Auto Repairs and Service Problems. Consumers report that they have been overcharged or a problem was improperly corrected.
   • Always get a written estimate of the work to be done, with an expected completion date. The final amount charged may not be above the written estimate by more than 10 percent (for estimates over $250) or $25 (for estimates under $250), unless the consumer provides oral or written authorization.
   • Get references for the auto repair shop and take the time to check out the references.
   • Ask the shop if it provides a warranty for the work performed.
   Remember, since there is no law against poor workmanship, consumers must do their homework when selecting an auto repair provider.
6. Security Breaches/Possible Identity Theft. Many consumers were notified that their personal identifiers had been compromised and were concerned that they would become victims of identity theft. For more information, see Identity Theft and Security Freeze.
7. Household Repair and Remodeling. Many consumers report hiring a contractor to do work for them but, after prepaying for the work, the contractor does not return to the jobsite. In other cases, disagreement arises because the consumer and contractor did not communicate clearly when they discussed the initial job. For more information, see Choosing a Contractor.
8. Cell Phones. Consumers report problems with:
   • poor reception
   • unexpected roaming charges
   • defective phones
   In addition, some consumers fail to read their contracts and the agreement is not what they thought it to be. They may want to cancel their agreement but were unaware of an early cancellation fee in the contract.
9. Credit Card Billing Practices. Consumers report billing errors, unauthorized charges or inaccurate late fees. Many of these problems can be resolved relatively easily by calling the card issuer and explaining the problem. Most companies will work with consumers to rectify mistakes.
10. Magazine Sales. Consumers report receiving telemarketing calls from companies that do not disclose the correct final costs of a magazine subscription. Once the company has the consumer's account number, it begins to withdraw the money. Consumers generally aren't provided with the cancellation policy or even made aware that they may cancel.