[{"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."],"companies":["aetna","afterpay","alabama-power","ameren","aep","elevance-health","anytime-fitness","aps","astound-broadband","att","atmos-energy","avis-budget","axs","bge","bank-of-america","best-western","blue-cross-blue-shield","boost-mobile","capital-one","centene","centerpoint-energy","central-maine-power","lumen-centurylink","chase","choice-hotels","cigna","citi","comed","con-edison","consumer-cellular","consumers-energy","cricket-wireless","directv","dish-network","dominion-energy","dte-energy","duke-energy","duquesne-light","entergy","enterprise","eventbrite","evergy","eversource","fpl","frontier-communications","georgia-power","hertz","hilton","humana","hyatt","ihg","kaiser-permanente","kinetic-windstream","lowes","lyft","marriott","mediacom","metro-by-t-mobile","mint-mobile","molina-healthcare","national-grid","navy-federal-credit-union","nyseg","nipsco","nv-energy","oge-energy","oncor","optimum","oscar-health","pge","pacificorp","peco","peloton","pnc","portland-general-electric","pepco","ppl-electric","pseg-long-island","pseg","puget-sound-energy","reliant-energy","rge","sdge","seatgeek","simplisafe","sixt","southern-california-edison","socalgas","charter-spectrum","spire","straight-talk","stubhub","t-mobile","tampa-electric","td-bank","terminix","home-depot","ticketmaster","truist","turo","txu-energy","us-bank","uber","unitedhealthcare","us-mobile","usaa","verizon","visible","vivid-seats","vivint","washington-gas","we-energies","wells-fargo","wyndham","xcel-energy","comcast-xfinity"]},{"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."],"companies":["adobe","allstate","american-family","ancestry","att","lumen-centurylink","disney-plus","dropbox","farmers","frontier-communications","fubo","geico","hbo-max","hellofresh","kinetic-windstream","liberty-mutual","linkedin","match-group","mcafee","mediacom","microsoft","nationwide","netflix","nintendo","norton","paramount-plus","peacock","peloton","progressive","reliant-energy","siriusxm","sling-tv","charter-spectrum","spotify","state-farm","t-mobile","travelers","intuit-turbotax","txu-energy","us-mobile","verizon","weightwatchers","comcast-xfinity","youtube"]},{"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."],"companies":["affirm","afterpay","ally-bank","amazon","american-express","ancestry","apple","apple-cash","axs","bank-of-america","becu","bmo","capital-one","cash-app","chase","chime","citi","citizens-bank","current","discover","dropbox","eventbrite","fidelity","fifth-third","fubo","goldman-sachs-marcus","google-pay","google-play","hbo-max","hellofresh","huntington","instacart","keybank","klarna","linkedin","m-and-t-bank","mcafee","navy-federal-credit-union","netflix","nintendo","norton","paypal","penfed","playstation","pnc","regions","santander-bank","seatgeek","sofi","spotify","state-employees-credit-union","stubhub","synchrony","td-bank","ticketmaster","truist","intuit-turbotax","us-bank","usaa","varo","venmo","wells-fargo","wise","youtube","zelle"]},{"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."],"companies":["24-hour-fitness","adobe","adt","amazon","ancestry","anytime-fitness","apple","astound-broadband","att","audible","best-buy","bjs-wholesale","boost-mobile","brinks-home","lumen-centurylink","chegg","chewy","chime","consumer-cellular","costco","cricket-wireless","crunch-fitness","current","directv","dish-network","disney-plus","doordash","dropbox","duolingo","equinox","frontier-communications","fubo","google-fiber","google-fi","google-play","grubhub","hr-block","hbo-max","hellofresh","instacart","kinetic-windstream","la-fitness","linkedin","lyft","match-group","mcafee","mediacom","metro-by-t-mobile","microsoft","mint-mobile","netflix","nintendo","noom","norton","optimum","orangetheory","orkin","paramount-plus","peacock","peloton","planet-fitness","playstation","reliant-energy","sams-club","simplisafe","siriusxm","sling-tv","charter-spectrum","spotify","starlink","straight-talk","t-mobile","terminix","intuit-turbotax","txu-energy","uber","us-mobile","verizon","visible","vivint","walmart","weightwatchers","comcast-xfinity","youtube"]},{"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."],"companies":["adobe","affirm","afterpay","airbnb","aliexpress","amazon","amtrak","ancestry","apple","audible","axs","best-buy","best-western","bjs-wholesale","booking-com","brinks-home","carnival-cruise-line","chewy","choice-hotels","consumer-cellular","costco","crunch-fitness","cvs","disney-cruise-line","doordash","dropbox","duolingo","ebay","etsy","eventbrite","expedia","flixbus","fubo","google-pay","google-play","greyhound","grubhub","hr-block","hbo-max","hellofresh","hilton","hyatt","ihg","ikea","instacart","klarna","kohls","la-fitness","linkedin","lowes","macys","marriott","match-group","mcafee","megabus","metro-by-t-mobile","microsoft","mint-mobile","msc-cruises","newegg","nintendo","noom","nordstrom","norton","norwegian-cruise-line","orangetheory","orkin","paramount-plus","peloton","playstation","priceline","princess-cruises","royal-caribbean","sams-club","seatgeek","shein","simplisafe","siriusxm","sling-tv","spotify","stubhub","target","temu","home-depot","ticketmaster","intuit-turbotax","turo","vivid-seats","vrbo","walgreens","walmart","weightwatchers","western-union","wise","youtube"]},{"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."],"companies":["att","charter-spectrum","t-mobile","verizon"]},{"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."],"companies":[]},{"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."],"companies":["alabama-power","ameren","aep","aps","astound-broadband","att","bge","centerpoint-energy","comed","con-edison","consumers-energy","cox-communications","dominion-energy","dte-energy","duke-energy","duquesne-light","entergy","evergy","eversource","firstenergy","fpl","frontier-communications","georgia-power","google-fiber","kinetic-windstream","mediacom","national-grid","nyseg","nipsco","oge-energy","oncor","optimum","pge","pacificorp","peco","portland-general-electric","pepco","ppl-electric","pseg-long-island","pseg","puget-sound-energy","reliant-energy","rge","sdge","southern-california-edison","socalgas","charter-spectrum","starlink","straight-talk","tampa-electric","txu-energy","verizon","visible","washington-gas","we-energies","comcast-xfinity"]},{"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."],"companies":["astound-broadband","att","lumen-centurylink","cricket-wireless","directv","dish-network","frontier-communications","google-fiber","google-fi","kinetic-windstream","mediacom","optimum","charter-spectrum","starlink","straight-talk","t-mobile","verizon","visible","wow-internet","comcast-xfinity"]},{"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."],"companies":[]},{"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."],"companies":[]},{"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."],"companies":[]},{"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."],"companies":["adt","brinks-home","vivint"]},{"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."],"companies":["ancestry","chewy","dropbox","fubo","hellofresh","linkedin","nintendo","noom","norton","peloton","sling-tv"]},{"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."],"companies":[]},{"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."],"companies":["coinbase","fidelity","regions","robinhood"]},{"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."],"companies":["chegg"]},{"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."],"companies":["aidvantage","convergent-outsourcing","cri","edfinancial","equifax","experian","jefferson-capital","lvnv-funding","midland-credit-management","mohela","nelnet","portfolio-recovery-associates","transunion"]},{"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."],"companies":[]},{"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."],"companies":["alaska-airlines","allegiant-air","american-airlines","booking-com","breeze-airways","delta-air-lines","expedia","frontier-airlines","jetblue","priceline","southwest-airlines","spirit-airlines","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","american-airlines","breeze-airways","delta-air-lines","frontier-airlines","jetblue","southwest-airlines","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","american-airlines","delta-air-lines","frontier-airlines","jetblue","southwest-airlines","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","american-airlines","breeze-airways","delta-air-lines","frontier-airlines","jetblue","southwest-airlines","sun-country-airlines","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","american-airlines","amtrak","breeze-airways","delta-air-lines","frontier-airlines","greyhound","jetblue","megabus","southwest-airlines","sun-country-airlines","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","american-airlines","breeze-airways","delta-air-lines","frontier-airlines","jetblue","southwest-airlines","sun-country-airlines","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","delta-air-lines","frontier-airlines","jetblue","united-airlines"]},{"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."],"companies":["alaska-airlines","allegiant-air","carnival-cruise-line","delta-air-lines","disney-cruise-line","jetblue","norwegian-cruise-line","princess-cruises","royal-caribbean","southwest-airlines","spirit-airlines","sun-country-airlines"]},{"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."],"companies":["allegiant-air","amtrak","carnival-cruise-line","delta-air-lines","disney-cruise-line","flixbus","frontier-airlines","greyhound","jetblue","megabus","msc-cruises","norwegian-cruise-line","princess-cruises","royal-caribbean"]},{"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."],"companies":["axs","eventbrite","seatgeek","stubhub","ticketmaster","vivid-seats"]},{"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)."],"companies":["charles-schwab","fidelity","kraken","robinhood","vanguard","webull"]},{"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."],"companies":["aliexpress","amazon","costco","dhl-express","ebay","etsy","fedex","ikea","kroger","newegg","nordstrom","ontrac","target","temu","usps","ups"]},{"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."],"companies":["aliexpress","amazon","best-buy","chewy","costco","cvs","dhl-express","ebay","etsy","fedex","ikea","kroger","lowes","macys","newegg","ontrac","shein","target","temu","home-depot","usps","ups","walgreens","walmart","wayfair"]},{"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."],"companies":["dhl-express","fedex","ontrac","usps","ups"]},{"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."],"companies":["ikea","kohls","macys","nordstrom"]},{"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."],"companies":[]},{"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."],"companies":[]},{"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)."],"companies":["apple","best-buy","costco","ikea","newegg","nordstrom"]},{"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."],"companies":["aetna","allstate","american-family","elevance-health","blue-cross-blue-shield","centene","cigna","farmers","geico","humana","kaiser-permanente","liberty-mutual","molina-healthcare","nationwide","oscar-health","progressive","state-farm","travelers","unitedhealthcare"]},{"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."],"companies":["allstate","american-family","farmers","geico","liberty-mutual","nationwide","progressive","state-farm","travelers"]},{"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."],"companies":["aetna","elevance-health","blue-cross-blue-shield","centene","cigna","humana","kaiser-permanente","molina-healthcare","oscar-health","unitedhealthcare"]},{"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."],"companies":["ally-bank","bank-of-america","capital-one","charles-schwab","chase","citizens-bank","fifth-third","huntington","keybank","m-and-t-bank","pnc","regions","santander-bank","td-bank","truist","wells-fargo"]},{"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/."],"companies":["affirm","afterpay","american-express","bank-of-america","becu","bmo","capital-one","chase","chime","citi","citizens-bank","current","discover","fifth-third","google-pay","huntington","keybank","klarna","m-and-t-bank","navy-federal-credit-union","paypal","penfed","pnc","regions","santander-bank","sofi","state-employees-credit-union","synchrony","us-bank","varo","venmo","wells-fargo","western-union","wise"]},{"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."],"companies":["affirm","afterpay","ally-bank","american-express","apple-cash","bank-of-america","becu","bmo","capital-one","cash-app","charles-schwab","chase","chime","citi","citizens-bank","coinbase","crypto-com","current","etrade","equifax","experian","fidelity","fifth-third","huntington","keybank","klarna","kraken","m-and-t-bank","moneygram","navy-federal-credit-union","paypal","penfed","pnc","regions","robinhood","santander-bank","sofi","state-employees-credit-union","synchrony","td-bank","transunion","truist","us-bank","usaa","vanguard","varo","webull","wells-fargo","western-union","wise","zelle"]},{"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."],"companies":["bank-of-america","cash-app","chase","chime","citi","coinbase","current","google-pay","kraken","paypal","robinhood","state-employees-credit-union","venmo","wells-fargo","western-union","wise"]},{"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."],"companies":[]},{"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."],"companies":["convergent-outsourcing","equifax","experian","jefferson-capital","lvnv-funding","midland-credit-management","portfolio-recovery-associates","transunion"]},{"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."],"companies":["aidvantage","cri","edfinancial","mohela","nelnet"]},{"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."],"companies":[]},{"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."],"companies":[]},{"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."],"companies":[]},{"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."],"companies":["airbnb","avis-budget","enterprise","hertz","sixt","turo","vrbo"]},{"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."],"companies":["airbnb","alabama-power","aep","bge","comed","entergy","enterprise","fpl","georgia-power","hertz","hilton","marriott","pge","peco","pseg","reliant-energy","sixt","turo","txu-energy","vrbo","xcel-energy"]},{"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."],"companies":["airbnb","booking-com","carnival-cruise-line","disney-cruise-line","expedia","ihg","norwegian-cruise-line","priceline","princess-cruises","royal-caribbean","vrbo","wyndham"]},{"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."],"companies":["affirm","afterpay","atmos-energy","becu","central-maine-power","duquesne-light","evergy","firstenergy","klarna","nyseg","oge-energy","pacificorp","portland-general-electric","pepco","ppl-electric","puget-sound-energy","rge","spire","tampa-electric","washington-gas","we-energies"]},{"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."],"companies":["atmos-energy","pacificorp","portland-general-electric","puget-sound-energy","tampa-electric","washington-gas"]},{"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."],"companies":["alabama-power","ameren","aep","aps","atmos-energy","bge","centerpoint-energy","central-maine-power","comed","con-edison","consumers-energy","dominion-energy","dte-energy","duke-energy","duquesne-light","entergy","evergy","eversource","firstenergy","fpl","georgia-power","national-grid","nyseg","nipsco","nv-energy","oge-energy","pge","pacificorp","peco","portland-general-electric","pepco","ppl-electric","pseg-long-island","pseg","puget-sound-energy","reliant-energy","rge","sdge","southern-california-edison","socalgas","spire","tampa-electric","txu-energy","washington-gas","we-energies","xcel-energy"]}]