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Consumer Protection: Advice from The Bucks County Consumer Advocates

January 2010

Q.      With my wife being laid off in the beginning of the year we didn’t bring in the money that we are used to having and really can’t afford to have our taxes done by a professional.  We have always had them done that way and I don’t know if I want to try to do them on my own.  Is there any help out there to assist Bucks County residents with their taxes?  W.I., Fairless Hills 

A.      Yes, there is a program called Bucks Back.  It is a non-profit volunteer-driven free tax preparation program created and operated by the Bucks County Opportunity Council in partnership with the Internal Revenue Service.  The program enables households with less than $49,000 in annual income to access tax refunds and credits.  They have several sites in Bucks County that residents can go to have their taxes prepared.  Residents who feel they fit the criteria for Bucks Back can call 215-345-8175, ext. 201 for more information.

Consumers who do not qualify for the program should be careful in using a tax company to prepare their returns.  Do not pay unreasonably high preparation fees for uncomplicated returns.  Stay away from instant refunds.  All instant refunds charge a fee and many are actually a loan to the consumer based on the expected return.  We realize that the current economic situation that people are in makes instant refunds attractive but if you can try to wait and get the full refund. 

Q.      I wanted to know if your office is aware of a possible email scam from Chase Bank.  I forwarded a copy to your office.  I do not have a Chase account but I may open one if this offer is real.  Thanks for your effort.  B.B., Warwick

A.      The subject line of the email states it is a customer survey and you can get a $50 reward.  Then it goes on to read “The Chase Online Department kindly asks you to take part in our quick and easy 5-question survey.  In return, we will credit $50 to your account-just in time!”  It goes on to describe how the survey will only take two minutes and that your answers will help Chase with customer service and satisfaction.  The email and webpage look quite authentic, and the initial questions are well thought out and professional.  Of course, the scam spam does not really take you to your bank’s website because you are directed to the scammer’s site.  The catch, of course, is that they say that in order to deposit your $50 reward, they need your Chase User ID and password, as well as your credit card number, expiration date, three digit security number, Social Security number, ATM PIN number, zip code, mother’s maiden name and email address.  The attraction of $50 especially with today’s economy is very effective for getting people to take the bait.  Please never click on a link even if it says the name of your bank or credit card.  It does not mean it will go to the real website -  it will take you to a fraudulent site.  As you can see there is a wealth of information that can be gathered just by asking you to fill out the bogus survey.  The scam email could use any bank or credit card company name.  The best way to answer an email or phone call you did not initiate is not to.  Call your bank or your credit card company directly to discover if the offer is valid or just a scam.

Q.      I purchased skin care treatment for my son for his acne from a television infomercial.  It had a money back guarantee written on the box.  The return policy was if I was not happy with the product I could return it in within 30 days.  My son and I didn’t feel the product was really doing anything so we returned it within the allotted time.  The company ended up charging my credit card.  When I was able to finally reach the skin care company they said the product was never received.  I tried to dispute this charge with my credit card company and they took the charge off, but ended up putting it back on because the company disputed the amount saying that they didn’t receive the product, so the charge stands.  I feel that it’s my word against theirs and they won.  Is there anything that can be done?  N.R., Bristol

A.       The problem is there is no proof that the product was returned.  What you should have done was send the product back to the company by certified mail.  This way the company would have to sign the receipt showing it was received.  This would have protected you with the credit card company.  Understand the guarantee on the box never stated that it should be sent by certified mail, but without it, it’s your word against theirs; and of course they are going to stick by their story.  Bucks County Consumer Protection advises you to write a letter to the skin care company disputing the charge.  Keep a copy of the dispute letter for yourself.  If they don‘t respond, contact us and we will try to mediate for you.  Consumers who need to return an item should always take the time to go to the post office and send the item back certified mail.  It will cost you a few dollars, but in the long run it can save you a lot of money and aggravation.     

Department of Consumer Protection /
Weights and Measures
Michael D. Bannon
Director
50 North Main Street
Doylestown, PA 18901
Phone: 215-348-7442
Fax: 215-348-4570
Canny Consumer Hotline 1-800-942-2669