AG/CFPB/FTC Consumer Complaint Pack - Massachusetts

MASSACHUSETTS CONSUMER COMPLAINT PACK

Multi-Agency Regulatory Complaint Kit for Massachusetts Consumers

Purpose: This complaint pack provides comprehensive templates for filing consumer-protection complaints with the Massachusetts Office of the Attorney General — Consumer Advocacy & Response Division (CARD), the Office of Consumer Affairs and Business Regulation (OCABR), the Massachusetts Division of Banks (DOB), the Consumer Financial Protection Bureau (CFPB), the Federal Trade Commission (FTC), and industry-specific state and federal regulators.

Massachusetts consumer protection law is anchored in Chapter 93A, one of the strongest state UDAP statutes in the nation. The AG enforces 93A under § 4 with civil-penalty and injunctive authority, and consumers may sue privately under § 9 (after a 30-day demand) for actual damages, double or treble damages for knowing/willful conduct, and mandatory attorney's fees.

When to Use This Pack:

• A business has engaged in deceptive, unfair, or fraudulent trade practices.
• A financial institution has violated consumer financial protection laws.
• You have been the victim of fraud, scams, or misleading business conduct.
• Prior attempts to resolve the dispute directly with the business have failed.
• You seek regulatory investigation, enforcement, or mediation assistance.

TABLE OF CONTENTS

• DOCUMENT 1: Massachusetts Attorney General Consumer Complaint
• DOCUMENT 1A: Office of Consumer Affairs and Business Regulation Complaint
• DOCUMENT 1B: Massachusetts Division of Banks Complaint (Financial Services)
• DOCUMENT 2: CFPB Consumer Financial Complaint
• DOCUMENT 3: FTC Complaint
• DOCUMENT 4: Industry-Specific Regulators
• Filing Strategy and Practice Tips
• Sources and References

DOCUMENT 1: MASSACHUSETTS ATTORNEY GENERAL CONSUMER COMPLAINT

Office of the Attorney General — Consumer Advocacy & Response Division (CARD)

Agency Contact Information

Regional Offices

Statutory Authority

Massachusetts consumer protection law combines a powerful state UDAP statute with broad AG investigative tools:

1. M.G.L. c. 93A, § 2 — Unfair or Deceptive Acts and Practices

• Prohibits "unfair or deceptive acts or practices in the conduct of any trade or commerce."
• Reaches both consumer-directed deception and business-to-business unfairness (separately enforceable under § 11).

2. M.G.L. c. 93A, § 4 — AG Enforcement

• AG may seek injunctive relief, restitution, disgorgement, civil penalties up to $5,000 per violation, and recovery of investigation costs and attorney's fees.

3. M.G.L. c. 93A, § 6 — Civil Investigative Demand (CID)

• AG has subpoena-like power to compel testimony, documents, and answers to interrogatories during investigation, before any complaint is filed.

4. M.G.L. c. 93A, § 9 — Consumer Private Right of Action

• After a 30-day demand letter, consumers may sue for actual damages, double or treble damages for knowing/willful conduct, mandatory attorney's fees, and equitable relief.

5. 940 CMR — AG Consumer Protection Regulations

• The AG has issued binding regulations across more than two dozen industries (debt collection, motor vehicles, retail, advertising, etc.). A regulation violation is a per-se § 2 violation under 940 CMR 3.16(4).

SECTION 1: COMPLAINANT INFORMATION

Full Legal Name: [________________________________]

Mailing Address:

Contact Information:

Attorney Information (if represented):

SECTION 2: RESPONDENT / BUSINESS INFORMATION

Business Name: [________________________________]

Doing Business As (DBA): [________________________________]

Type of Business:
☐ Retail Store
☐ Online Retailer / E-Commerce
☐ Auto Dealer
☐ Home Improvement / Contractor
☐ Financial Institution / Lender
☐ Insurance Company
☐ Telecommunications Provider
☐ Utility Company
☐ Healthcare Provider / Health Plan
☐ Travel / Hospitality
☐ Real Estate / Landlord / Property Management
☐ Professional Services
☐ Debt Collector
☐ For-Profit School / Education
☐ Towing / Auto Repair
☐ Other: [________________________________]

Contact Person at Business (if known): [________________________________]

Title / Position: [________________________________]

Account / Policy / Loan / Contract Number: [________________________________]

SECTION 3: TRANSACTION DETAILS

SECTION 4: COMPLAINT NARRATIVE

A. What Was Promised or Represented

Describe in detail what the business promised, advertised, or represented:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

B. What Actually Occurred

Describe what actually happened:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

C. Chronological Description of Events

D. Applicable Violations Under Massachusetts Law

M.G.L. c. 93A § 2 — Unfair or Deceptive Acts:
☐ Materially misleading representations to consumers
☐ Deceptive omissions (failure to disclose material facts)
☐ Misleading pricing or fee disclosures
☐ Bait-and-switch tactics
☐ Deceptive subscription or auto-renewal practices
☐ Unauthorized charges or billing
☐ Deceptive debt collection practices (also 940 CMR 7.00 / M.G.L. c. 93 § 49)
☐ Other unfair or deceptive act or practice: [________________________________]

Specific 940 CMR Regulation Violations (check all that apply):
☐ 940 CMR 3.00 — General consumer protection regulations
☐ 940 CMR 5.00 — Retail advertising
☐ 940 CMR 6.00 — Retail advertising of motor vehicles
☐ 940 CMR 7.00 — Debt collection (including 2-contacts / 7-day rule at 940 CMR 7.04(1)(f))
☐ 940 CMR 8.00 — Mortgage brokers and lenders
☐ 940 CMR 9.00 — Motor vehicle regulations
☐ 940 CMR 10.00 — Door-to-door sales
☐ 940 CMR 11.00 — Repair shops
☐ 940 CMR 22.00 — Health clubs
☐ 940 CMR 27.00 — Gift certificates
☐ Other 940 CMR provision: [________________________________]

Massachusetts Industry-Specific Statutes (check all that apply):
☐ M.G.L. c. 90, § 7N½ (Used Vehicle Lemon Law)
☐ M.G.L. c. 90, § 7N¼ (New Vehicle Lemon Law)
☐ M.G.L. c. 142A (Home Improvement Contractors)
☐ M.G.L. c. 93H (Data Breach Notification)
☐ M.G.L. c. 93, § 49 (Unfair Debt Collection)
☐ M.G.L. c. 266, § 91A (Telemarketing — Do Not Call)
☐ Other: [________________________________]

SECTION 5: PRIOR RESOLUTION ATTEMPTS

Have you attempted to resolve this matter directly with the business?

☐ Yes ☐ No

If yes, describe your attempts:

Have you sent a 30-day demand letter under M.G.L. c. 93A § 9?

☐ Yes — Date sent: [__/__/____]; Date received: [__/__/____]; Response: [________________________________]
☐ No

Have you filed a complaint with any other agency regarding this matter?

☐ Yes ☐ No

If yes, identify the agency and complaint / case number:

SECTION 6: DAMAGES AND LOSSES

Financial Losses:

Non-Financial Harm:
☐ Credit score damage
☐ Emotional distress
☐ Loss of use of product / service
☐ Service disruption
☐ Privacy violation
☐ Identity theft
☐ Other: [________________________________]

SECTION 7: RELIEF REQUESTED

☐ Full refund of $ [________________]
☐ Partial refund of $ [________________]
☐ Repair or replacement of product / service
☐ Contract cancellation without penalty
☐ Correction of billing errors
☐ Cease and desist deceptive practices
☐ Correction of credit reporting
☐ Cease debt collection activity
☐ Compensation for damages: $ [________________]
☐ Other: [________________________________]

SECTION 8: SUPPORTING DOCUMENTATION CHECKLIST

☐ Signed contract or agreement
☐ Receipts or proof of payment
☐ Written correspondence with business (letters, emails)
☐ Text messages or chat logs
☐ Advertising materials (print ads, screenshots of online ads, flyers)
☐ Product photographs
☐ Warranty or guarantee documents
☐ Billing statements or invoices
☐ Credit card or bank statements showing charges
☐ Credit reports showing impact
☐ Repair estimates or invoices
☐ Police report (if applicable)
☐ 93A demand letter and response (if any)
☐ Witness statements
☐ Other: [________________________________]

SECTION 9: CERTIFICATION AND SIGNATURE

I certify under the pains and penalties of perjury that the information provided in this complaint is true and correct to the best of my knowledge. I understand that the Attorney General's Office may share this complaint with the business and other government agencies. I consent to the AG's Office contacting the business on my behalf.

Signature: [________________________________]

Printed Name: [________________________________]

Date: [__/__/____]

WHAT TO EXPECT AFTER FILING WITH THE MASSACHUSETTS AG

1. Intake and Review — CARD reviews your complaint to determine jurisdiction and priority and assigns a complaint number.
2. Mediation — CARD may forward the complaint to the business and attempt voluntary resolution. Most consumer complaints are handled at this stage.
3. Investigation — If the complaint suggests a pattern of unfair or deceptive practices, the AG may open a formal investigation using Civil Investigative Demand (CID) authority under M.G.L. c. 93A § 6.
4. Enforcement — The AG may bring an action under § 4 seeking injunctive relief, restitution, disgorgement, civil penalties up to $5,000 per violation, and reasonable attorney's fees and costs of investigation.
5. Referral — The AG may refer your complaint to OCABR, Division of Banks, DPU, or another agency if more appropriate.
6. No Individual Representation — The AG does not represent individual consumers. For private claims, consider a M.G.L. c. 93A § 9 lawsuit (with 30-day demand letter prerequisite) or contact a Massachusetts attorney.

DOCUMENT 1A: OFFICE OF CONSUMER AFFAIRS AND BUSINESS REGULATION (OCABR) COMPLAINT

Agency Contact Information

OCABR Jurisdiction

OCABR oversees five sub-agencies and serves as the primary state-level consumer policy agency:

• Division of Banks (DOB) — banks, credit unions, mortgage lenders/servicers, debt collectors, money transmitters
• Division of Insurance (DOI) — auto, home, health, life, disability insurance
• Division of Standards — weights, measures, motor fuel, item pricing
• Division of Professional Licensure (DPL) — professional licensing boards (47+ professions)
• Department of Telecommunications and Cable (DTC) — wireline, wireless, cable, video

OCABR also administers data breach reporting under M.G.L. c. 93H.

DOCUMENT 1B: MASSACHUSETTS DIVISION OF BANKS COMPLAINT (FINANCIAL SERVICES)

Agency Contact Information

DOB Jurisdiction

The DOB regulates state-chartered financial institutions and consumer financial services companies:

• State-chartered banks and credit unions
• Mortgage lenders, brokers, and servicers (licensed under M.G.L. c. 255E and c. 255F)
• Licensed debt collectors and third-party loan servicers (209 CMR 18.00)
• Money transmitters
• Check cashers
• Small loan companies / consumer lenders
• Foreign transmittal agencies

DOB Complaint Categories:
☐ State-chartered bank or credit union
☐ Mortgage origination, servicing, or foreclosure
☐ Licensed debt collector
☐ Money transmitter / remittance
☐ Check casher
☐ Small loan / consumer lender
☐ Other DOB-licensed entity: [________________________________]

DOCUMENT 2: CFPB CONSUMER FINANCIAL COMPLAINT

Consumer Financial Protection Bureau

Agency Contact Information

Statutory Authority

The CFPB was established by the Consumer Financial Protection Act of 2010 (12 U.S.C. § 5531). The CFPB has authority to take action against unfair, deceptive, or abusive acts or practices (UDAAP) by providers of consumer financial products and services.

SECTION 1: PRODUCT / SERVICE CATEGORY

☐ Credit Reporting / Credit Score — Incorrect information, disputes, identity theft reporting
☐ Debt Collection — Harassment, false representations, unfair practices
☐ Credit Card — Billing disputes, fees, interest rates, rewards
☐ Checking / Savings Account — Unauthorized transactions, fees, account management
☐ Mortgage — Applications, closing, payments, escrow, servicing, foreclosure
☐ Student Loan — Federal or private loans, repayment, forgiveness, servicing
☐ Vehicle Loan / Lease — Auto financing, GAP insurance, repossession
☐ Personal Loan — Installment loans, personal lines of credit
☐ Payday Loan — Short-term lending, rollovers, collections (note: payday lending is largely prohibited in MA under M.G.L. c. 140 § 96)
☐ Money Transfer / Virtual Currency — Wire transfers, remittances, cryptocurrency
☐ Prepaid Card — General-purpose reloadable cards, government benefit cards
☐ Title Loan — Title lending, repossession

Sub-Product (if applicable): [________________________________]

SECTION 2: ISSUE TYPE

Credit Reporting Issues:
☐ Incorrect information on your report
☐ Improper use of your report
☐ Problem with a credit reporting company's investigation
☐ Unable to get your credit report or credit score
☐ Problem with fraud alerts or credit freezes

Debt Collection Issues:
☐ Attempts to collect debt not owed
☐ Written notification about debt
☐ Communication tactics (harassment, calls at odd hours, > 2 calls per 7-day period under 940 CMR 7.04(1)(f))
☐ Threatened or took negative action
☐ False statements or representation

Mortgage Issues:
☐ Applying for a mortgage or refinancing
☐ Closing on a mortgage
☐ Trouble during payment process
☐ Struggling to pay mortgage
☐ Problem with escrow account

Bank Account Issues:
☐ Opening an account
☐ Managing an account
☐ Closing an account
☐ Problem with a lender or other company charging your account
☐ Problem caused by insufficient funds

SECTION 3: COMPLAINT NARRATIVE (CFPB FORMAT)

Complainant Information:

Company Information:

What Happened:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

Desired Resolution:

[________________________________]
[________________________________]
[________________________________]

SECTION 4: CFPB COMPLAINT PROCESS AND TIMELINE

What CFPB Can and Cannot Do

CFPB CAN:

• Forward your complaint to the company and require a response
• Track and publish complaint data in its public database
• Identify patterns and trends in company behavior
• Take enforcement action against companies with systemic violations
• Refer complaints to other federal or state agencies

CFPB CANNOT:

• Act as your personal attorney or provide legal advice
• Guarantee individual resolution of your complaint
• Order a company to pay you damages
• Investigate complaints about non-financial products or services

DOCUMENT 3: FTC COMPLAINT

Federal Trade Commission — Report Fraud

Agency Contact Information

Statutory Authority

The FTC enforces Section 5 of the Federal Trade Commission Act (15 U.S.C. § 45), which prohibits "unfair or deceptive acts or practices in or affecting commerce."

SECTION 1: COMPLAINT TYPE

☐ Scams and Fraud — Imposter scams, phishing, fake prizes / lotteries, advance fee fraud
☐ Identity Theft — Unauthorized use of personal information
☐ Unwanted Calls / Texts / Email — Robocalls, spam, Do Not Call violations
☐ Online Shopping — Non-delivery, counterfeit goods, deceptive websites
☐ Credit and Debt — Debt relief scams, credit repair scams, illegal lending
☐ Jobs and Making Money — Work-from-home scams, business opportunity fraud
☐ Health and Fitness — Deceptive health claims, weight loss scams
☐ Home and Auto — Home improvement fraud, auto dealer deception
☐ Education — For-profit school fraud, student loan scams
☐ Privacy and Data Security — Data breaches, unauthorized data collection
☐ Other — [________________________________]

SECTION 2: FTC COMPLAINT NARRATIVE

Your Information:

About the Company / Individual:

What Happened:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

Amount Paid: $ [________________________________]

Payment Method: ☐ Credit Card ☐ Debit Card ☐ Wire Transfer ☐ Gift Card ☐ Cash ☐ Cryptocurrency ☐ Other: [________]

SECTION 3: WHAT THE FTC DOES WITH YOUR COMPLAINT

• Pattern Tracking: The FTC collects complaints in its Consumer Sentinel Network database, shared with over 2,800 law enforcement agencies.
• Enforcement Actions: The FTC uses complaint data to identify patterns and bring enforcement actions.
• No Individual Resolution: The FTC does not resolve individual complaints. FTC enforcement actions may result in court-ordered refunds.
• Referral: The FTC may refer complaints to other agencies.

DOCUMENT 4: INDUSTRY-SPECIFIC REGULATORS

Federal Banking and Financial Regulators

Other Federal Regulators

Massachusetts State Regulators

City and Local Consumer Protection (Boston Area)

FILING STRATEGY AND PRACTICE TIPS

When to File with Which Agency (Massachusetts-Specific)

Massachusetts-Specific Practice Tips

1. Chapter 93A is the heart of MA consumer protection. Every consumer complaint in Massachusetts should be analyzed for a Chapter 93A claim. The 30-day demand letter under § 9(3) is a prerequisite to suit but not to filing an AG complaint.
2. 940 CMR regulations are per-se 93A violations. Always cite specific regulation sections (e.g., 940 CMR 7.04(1)(f)) in addition to the underlying statute. 940 CMR 3.16(4) makes regulation violations automatic § 2 violations.
3. Strict 2-contacts / 7-day debt-collection rule. Massachusetts is among the strictest states. 940 CMR 7.04(1)(f) caps debtor phone contacts at two per seven-day period per debt. Each excess call is a separate 93A violation.
4. Mandatory attorney's fees on 93A liability. Section 9(4) makes attorney's fees mandatory on any liability finding, even nominal damages. This drives settlement leverage.
5. Multiple damages doctrine. "Knowing or willful" violation triggers double or treble damages but in no event less than two times actual damages — far stronger than mere "willful" requirements in many states.
6. Statute of limitations. Chapter 93A: 4 years (M.G.L. c. 260, § 5A). FDCPA: 1 year. Mass. contract: 6 years.
7. OCABR / AG joint reporting for data breaches. Under M.G.L. c. 93H § 3, breached entities must notify both OCABR and the AG. Consumers should verify notification was made and report failures.
8. AG CID power. The AG's § 6 Civil Investigative Demand authority is a uniquely strong pre-suit investigative tool — substantively similar to a federal subpoena. Consumer complaints feed CID prioritization.
9. Small claims alternative. MA District Court Small Claims handles claims up to $7,000. Many consumer matters can be resolved there without a Chapter 93A demand-letter prerequisite by suing on the underlying contract or tort theory only.
10. Lemon Law arbitration. The MA AG operates a separate Lemon Law arbitration program for new (M.G.L. c. 90 § 7N¼) and used (M.G.L. c. 90 § 7N½) vehicles — file a Lemon Law complaint instead of (or in addition to) a general consumer complaint.

Complaint Tracking Log

SOURCES AND REFERENCES

1. M.G.L. c. 93A § 2 (Unfair or Deceptive Acts): https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93A/Section2
2. M.G.L. c. 93A § 4 (AG Enforcement): https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93A/Section4
3. M.G.L. c. 93A § 6 (Civil Investigative Demand): https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93A/Section6
4. M.G.L. c. 93A § 9 (Consumer Remedies): https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93A/Section9
5. M.G.L. c. 93H (Data Breach Notification): https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93h
6. 940 CMR (AG Consumer Protection Regulations): https://www.mass.gov/regulations/940-CMR
7. 940 CMR 7.00 (Debt Collection Regulations): https://www.mass.gov/regulations/940-CMR-700-debt-collection-regulations
8. 940 CMR 3.16 (per-se UDAP): https://www.mass.gov/regulations/940-CMR-300-general-regulations
9. Mass. AG — File a Consumer Complaint: https://www.mass.gov/how-to/file-a-consumer-complaint
10. Mass. AG — Consumer Services Overview: https://www.mass.gov/info-details/consumer-services-at-the-attorney-generals-office
11. OCABR Data Breach Reporting: https://www.mass.gov/info-details/data-breach-reporting
12. Massachusetts Division of Banks: https://www.mass.gov/orgs/division-of-banks
13. CFPB — Submit a Complaint: https://www.consumerfinance.gov/complaint/
14. CFPB Complaint Process: https://www.consumerfinance.gov/complaint/process/
15. Consumer Financial Protection Act — 12 U.S.C. § 5531: https://www.law.cornell.edu/uscode/text/12/5531
16. FTC — Report Fraud: https://reportfraud.ftc.gov/
17. Sample 30-Day Demand Letter (Mass.gov): https://www.mass.gov/info-details/30-day-demand-letter

This template is provided for informational purposes only and does not constitute legal advice. Filing a complaint with a government agency does not create an attorney-client relationship, toll any statute of limitations, or guarantee any particular outcome. Consult a Massachusetts-licensed attorney for advice on your specific situation, including whether to send a Chapter 93A § 9 30-day demand letter and pursue a private right of action in addition to regulatory complaints.