AG and CFPB Complaint Pack - Maryland

CONSUMER PROTECTION COMPLAINT PACK — MARYLAND ATTORNEY GENERAL CONSUMER PROTECTION DIVISION AND CONSUMER FINANCIAL PROTECTION BUREAU

TABLE OF CONTENTS

1. Filing Roadmap
2. Complaint Cover Sheet
3. Part A — Maryland AG Consumer Protection Division Complaint
4. Part B — CFPB Online Complaint Worksheet
5. Part C — Sector Referrals
6. Exhibit List
7. Follow-Up and Recordkeeping Checklist
8. Maryland Practice Notes
9. Sources and References

1. FILING ROADMAP

2. COMPLAINT COVER SHEET

3. PART A — MARYLAND AG CONSUMER PROTECTION DIVISION COMPLAINT

Office of the Attorney General of Maryland

Consumer Protection Division

200 St. Paul Place, 16th Floor

Baltimore, MD 21202

General Consumer Hotline: (410) 528-8662

En español: (410) 230-1712

Toll-Free in Maryland: 1-888-743-0023

Email (mediation): [email protected]

Online Complaint Portal: https://www.marylandattorneygeneral.gov/Pages/CPD/complaint.aspx

Website: https://marylandattorneygeneral.gov

Date: [__/__/____]

To the Consumer Protection Division:

I respectfully submit this complaint against [RESPONDENT NAME] for violations of the Maryland Consumer Protection Act, Md. Code Ann., Com. Law § 13-101 et seq., and request investigation, mediation, and (where appropriate) enforcement under Md. Code Ann., Com. Law §§ 13-401 to 13-411.

A.1 Parties

• Complainant: [CONSUMER NAME], residing at [ADDRESS], [CITY], Maryland [ZIP], [COUNTY] County.
• Respondent: [BUSINESS NAME], a [STATE] [ENTITY TYPE], with its principal place of business at [ADDRESS], doing business in Maryland (resident agent: [NAME / ADDRESS], SDAT ID [________]).

A.2 Statement of Facts

[Provide a clear, chronological narrative. Include: dates, persons spoken to, exact statements (quoted), amounts, deliveries, written communications, and outcomes. Reference exhibits.]

1. On [__/__/____], [describe initial transaction or contact].
2. On [__/__/____], [describe next event].
3. On [__/__/____], [describe next event].
4. [continue]

A.3 Specific MCPA Violations Alleged (Md. Code Ann., Com. Law § 13-301)

• ☐ § 13-301(1) — False, falsely disparaging, or misleading oral or written statement, visual description, or other representation that has the capacity, tendency, or effect of deceiving or misleading consumers
• ☐ § 13-301(2)(i) — Representation that goods or services have a sponsorship, approval, accessory, characteristic, ingredient, use, benefit, or quantity that they do not have
• ☐ § 13-301(2)(ii) — Representation that a merchant has a sponsorship, approval, status, affiliation, or connection that the merchant does not have
• ☐ § 13-301(2)(iv) — Representation that deteriorated, altered, reconditioned, reclaimed, or secondhand consumer goods are original or new
• ☐ § 13-301(3) — Failure to state a material fact if the failure deceives or tends to deceive
• ☐ § 13-301(4) — Disparagement of the goods, services, or business of another by a false or misleading representation of a material fact
• ☐ § 13-301(5)(i) — Advertisement or offer of consumer goods, realty, or services without intent to sell, lease, or rent them as advertised or offered
• ☐ § 13-301(9)(i) — Deception, fraud, false pretense, false premise, misrepresentation, or knowing concealment, suppression, or omission of any material fact with the intent that a consumer rely on it
• ☐ § 13-301(14)(iii) — Violation of the Maryland Consumer Debt Collection Act (Title 14, Subtitle 2)
• ☐ § 13-301(14)(xxix) — Violation of the Maryland Personal Information Protection Act (Title 14, Subtitle 35)
• ☐ § 13-301(14) — Violation of any of the other listed cross-incorporated consumer-protection statutes
• ☐ Other: [________________________________]

A.4 MCDCA Allegations (Md. Code Ann., Com. Law § 14-202) — if applicable

• ☐ § 14-202(1) — Threats of force or violence
• ☐ § 14-202(2) — Threatening criminal prosecution where no crime has occurred
• ☐ § 14-202(3) — Improper communication with employer pre-judgment
• ☐ § 14-202(4) — Disclosure or threat to disclose false credit information
• ☐ § 14-202(5) — Disclosure to third parties without legitimate business need
• ☐ § 14-202(6) — Harassment or unusual frequency / hours
• ☐ § 14-202(7) — Obscene or grossly abusive language
• ☐ § 14-202(8) — Claiming, attempting, or threatening to enforce a right with knowledge that the right does not exist (incl. unlicensed collection or time-barred suit)
• ☐ § 14-202(9) — Communication that simulates legal or judicial process
• ☐ § 14-202(11) — Conduct that violates FDCPA §§ 804-812
• ☐ Other: [________________________________]

A.5 Other Maryland Statutes Implicated

• ☐ Md. Code Ann., Com. Law § 14-3501 et seq. — Personal Information Protection Act (data breach)
• ☐ Md. Code Ann., Com. Law § 14-1901 et seq. — Maryland Mortgage Fraud Protection Act
• ☐ Md. Code Ann., Com. Law § 14-1901 — Maryland Door-to-Door Sales Act / Md. Code Ann., Com. Law § 14-301 — Door-to-Door Sales Act (3-day cancellation)
• ☐ Md. Code Ann., Com. Law § 14-1501 et seq. — Automotive Warranty Enforcement Act (Lemon Law)
• ☐ Md. Code Ann., Bus. Reg. § 7-101 et seq. — Maryland Collection Agency Licensing Act
• ☐ Md. Code Ann., Fin. Inst. Title 11 — Mortgage lender licensing
• ☐ Other: [________________________________]

A.6 Relief Requested

I respectfully request that the Consumer Protection Division:

• (i) Investigate Respondent's practices;
• (ii) Issue subpoenas under Md. Code Ann., Com. Law § 13-405 if needed;
• (iii) Mediate the dispute through the Consumer Mediation Program;
• (iv) Seek restitution and disgorgement on my behalf and on behalf of similarly situated Maryland consumers;
• (v) Seek civil penalties up to $10,000 per violation and up to $25,000 per repeat violation under Md. Code Ann., Com. Law § 13-410;
• (vi) Seek a permanent injunction;
• (vii) Refer to the Office of the Commissioner of Financial Regulation, the Maryland Insurance Administration, or the Public Service Commission as appropriate; and
• (viii) Refer for criminal prosecution where appropriate (e.g., identity fraud under Md. Code Ann., Crim. Law § 8-301).

A.7 Reservation of Private Rights

This complaint is filed without prejudice to my private right of action under Md. Code Ann., Com. Law § 13-408, which provides for actual damages and reasonable attorney's fees, and under the MCDCA (§ 14-203 — damages including emotional distress with or without physical injury). I expressly reserve all civil remedies under federal and Maryland law.

A.8 Verification

I solemnly affirm under the penalties of perjury and upon personal knowledge that the contents of the foregoing complaint are true.

[________________________________]

[CONSUMER NAME] Date: [__/__/____]

4. PART B — CFPB ONLINE COMPLAINT WORKSHEET

File at: https://www.consumerfinance.gov/complaint/

(Use this worksheet to assemble facts before completing the online form. Save the resulting CFPB confirmation number.)

B.1 What Happened (CFPB Narrative)

[Compose a 3-6 paragraph factual narrative. Be specific: dates, dollar amounts, channels of contact, and exhibits. The narrative is published in the public CFPB database (with personal identifiers scrubbed) unless the consumer opts out.]

B.2 Documents to Upload

• ☐ Account statements
• ☐ Collection letters and emails
• ☐ Call logs / call recordings (if lawfully obtained — Maryland is a two-party consent state under Md. Code Ann., Cts. & Jud. Proc. § 10-402; recording without consent of all parties is unlawful)
• ☐ Credit reports (highlighted)
• ☐ Cancelled checks / payment receipts
• ☐ Contracts / loan documents
• ☐ Identity Theft Report (if applicable)
• ☐ Prior correspondence with the company
• ☐ Maryland CPD complaint receipt
• ☐ Other: [________________________________]

B.3 Authorization

• ☐ Permission to publish narrative in CFPB consumer-complaint database (recommended for transparency; opt out for privacy).
• ☐ Authorization for CFPB to share complaint with company and other regulators (required to receive a company response).

B.4 What Happens Next (CFPB Process)

1. CFPB forwards the complaint to the company within 24-48 hours.
2. Company must respond within fifteen (15) days, with a final response within sixty (60) days (12 U.S.C. § 5534).
3. Consumer may dispute the company's response.
4. Complaint is added to the public database (subject to opt-out).
5. CFPB may open a supervisory or enforcement matter for repeat or systemic violations.

5. PART C — SECTOR REFERRALS

6. EXHIBIT LIST

7. FOLLOW-UP AND RECORDKEEPING CHECKLIST

• ☐ Save the CFPB confirmation number and the Maryland CPD ticket number.
• ☐ Save copies of every submitted document (PDFs and originals).
• ☐ Calendar the CFPB 15-day company response deadline.
• ☐ Calendar the CFPB 60-day final resolution deadline.
• ☐ Calendar a 30-day Maryland CPD status check.
• ☐ Log every regulator and respondent communication thereafter (date, name, content).
• ☐ Refresh the SOL analysis at Day 60: confirm private claims (MCPA/MCDCA 3 yrs; FDCPA 1 yr; FCRA 2 yrs from discovery / 5 yrs absolute) remain timely.
• ☐ Consult counsel about MCPA private suit if actual damages plus fee-shifted recovery would exceed regulatory restitution.
• ☐ If respondent is licensed (collection agency, mortgage lender, insurer), evaluate whether a license complaint to the appropriate Maryland regulator increases settlement leverage.

8. MARYLAND PRACTICE NOTES

• CPD enforcement teeth. Md. Code Ann., Com. Law § 13-410 authorizes the Attorney General to seek civil penalties of up to $10,000 per violation and up to $25,000 per repeat violation. Restitution, disgorgement, and injunctive relief are also available under § 13-406. Penalties are enhanced for violations targeting elderly individuals or persons with disabilities.
• Consumer Mediation Program. The CPD operates a free, voluntary mediation program. Many disputes resolve at mediation within 30-60 days. Mediation is non-binding absent agreement.
• Private right preserved. A regulatory complaint does NOT preempt or toll the consumer's private MCPA action. Actual damages plus reasonable attorney's fees is the headline private remedy under § 13-408; counsel should compare regulatory restitution against private recovery before choosing.
• MCDCA / PIPA cross-reference. Md. Code Ann., Com. Law § 13-301(14) cross-incorporates approximately 30 other Maryland consumer-protection statutes (MCDCA, PIPA, Door-to-Door Sales Act, Lemon Law, mortgage statutes, etc.) as per se MCPA violations. Plead each cross-reference that applies — it preserves all enforcement avenues.
• Public CFPB database. CFPB complaints are publicly searchable. This both pressures the company and creates a public record useful in private litigation.
• Interagency coordination. The Maryland CPD routinely coordinates with the CFPB, FTC, and other state AGs on multistate matters. Filing both the Maryland CPD and CFPB complaints maximizes the chance of cross-referral.
• Licensing leverage. For banks, money transmitters, lenders, debt collectors, and home-improvement contractors, a complaint to the appropriate Maryland licensing authority can imperil the respondent's license — a very effective settlement lever. Many of these licensees are required by license condition to certify "no consumer complaints" or to disclose pending complaints.
• Statutes of limitations. MCPA private action: 3 years (Md. Code Ann., Cts. & Jud. Proc. § 5-101). MCDCA: 3 years. PIPA: 3 years. FDCPA: 1 year (15 U.S.C. § 1692k(d)). FCRA: 2 years from discovery, 5-year absolute (15 U.S.C. § 1681p).
• Two-party consent recording. Maryland is a two-party consent state for telephone recording (Md. Code Ann., Cts. & Jud. Proc. § 10-402). Do NOT record collector calls without obtaining the collector's consent first; unlawfully recorded calls are inadmissible and may expose the consumer to civil and criminal liability.
• Don't lose evidence. Once filed, the matter may take 30-90 days. Preserve every voicemail, text, email, photograph, and statement. Spoliation by the consumer can damage later litigation.
• Senior-victim enhancement. The MCPA enhances penalties and damages where the victim is age 65+ or has a disability (see § 13-410(b)). Plead this status where applicable.

9. SOURCES AND REFERENCES

• Maryland OAG Consumer Protection Division — https://www.marylandattorneygeneral.gov/Pages/CPD/default.aspx
• Maryland OAG Submit a Consumer Complaint — https://www.marylandattorneygeneral.gov/Pages/CPD/complaint.aspx
• Maryland OAG main site — https://marylandattorneygeneral.gov
• Maryland OAG contact (200 St. Paul Place, Baltimore, MD 21202; (410) 528-8662) — https://www.marylandattorneygeneral.gov/Pages/contactus.aspx
• CFPB Complaint Portal — https://www.consumerfinance.gov/complaint/
• CFPB Consumer Complaint Database — https://www.consumerfinance.gov/data-research/consumer-complaints/
• FTC ReportFraud — https://reportfraud.ftc.gov/
• Maryland Office of the Commissioner of Financial Regulation — https://www.labor.maryland.gov/finance/
• Maryland Insurance Administration — https://insurance.maryland.gov/
• Maryland Public Service Commission — https://www.psc.state.md.us/
• Md. Code Ann., Com. Law § 13-301 (defined practices) — https://mgaleg.maryland.gov/mgawebsite/Laws/StatuteText?article=gcl&section=13-301
• Md. Code Ann., Com. Law § 13-408 (private action) — https://mgaleg.maryland.gov/mgawebsite/Laws/StatuteText?article=gcl&section=13-408
• Md. Code Ann., Com. Law § 13-410 (civil penalties) — https://mgaleg.maryland.gov/mgawebsite/Laws/StatuteText?article=gcl&section=13-410
• Md. Code Ann., Com. Law § 14-202 (MCDCA prohibited acts) — https://mgaleg.maryland.gov/mgawebsite/Laws/StatuteText?article=gcl&section=14-202
• Md. Code Ann., Com. Law § 14-3501 (PIPA) — https://mgaleg.maryland.gov/mgawebsite/Laws/StatuteText?article=gcl&section=14-3501
• 12 U.S.C. § 5534 (CFPB Consumer Response) — https://www.law.cornell.edu/uscode/text/12/5534

Disclaimer: This template is provided for informational purposes only and does not constitute legal advice. Filing a regulatory complaint is not a substitute for private legal action where damages or limitations periods so warrant. Consult an attorney admitted to the Maryland Bar before relying solely on regulatory complaint pathways.