AG/CFPB/FTC Consumer Complaint Pack - Texas

TEXAS CONSUMER COMPLAINT PACK

Multi-Agency Regulatory Complaint Kit for Texas Consumers

Purpose: This complaint pack provides comprehensive templates for filing consumer protection complaints with the Texas Attorney General, the Consumer Financial Protection Bureau (CFPB), the Federal Trade Commission (FTC), and industry-specific federal and state regulators. Texas has one of the oldest and most comprehensive consumer protection statutes in the nation — the Deceptive Trade Practices-Consumer Protection Act (DTPA) — which provides both AG enforcement authority and robust private remedies including treble damages.

When to Use This Pack:

• A business has engaged in deceptive, unfair, or unconscionable 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

Important Public Records Notice: Under Texas law, complaints filed with the Office of the Attorney General are open to the public and subject to the Texas Public Information Act. Do not include Social Security numbers or other sensitive personal information unless specifically required.

DOCUMENT 1: TEXAS ATTORNEY GENERAL CONSUMER COMPLAINT

Office of the Attorney General — Consumer Protection Division

Agency Contact Information

Regional Offices

Statutory Authority

The Texas Attorney General enforces the Deceptive Trade Practices-Consumer Protection Act (DTPA), Tex. Bus. & Com. Code §§ 17.41-17.63, which was enacted to "protect consumers against false, misleading, and deceptive business practices, unconscionable actions, and breaches of warranty and to provide efficient and economical procedures to secure such protection."

Key Enforcement Provisions:

• § 17.46 — Deceptive trade practices (27+ enumerated "laundry list" violations plus broad prohibition)
• § 17.47 — AG and Consumer Protection Division enforcement authority
• § 17.47(c) — Civil penalties: up to $10,000 per violation; up to $250,000 per violation if the consumer is elderly (65+)
• § 17.47(d) — Injunctive relief, temporary restraining orders
• § 17.47(e) — Restitution orders
• § 17.50 — Private right of action (economic damages, plus treble damages for knowing/intentional violations)
• § 17.505 — 60-day notice required before filing private lawsuit
• § 17.50(b)(1) — Treble damages available for knowing or intentional violations

Important Notice Requirements:

• 60-day demand letter — Under § 17.505, at least 60 days before filing a private DTPA lawsuit, the consumer must send a written demand advising the defendant of the specific complaint and amount of damages claimed. The defendant has 60 days to respond with a settlement offer.
• Mediation — Under § 17.5051, the defendant may request that the parties submit to alternative dispute resolution before trial.

SECTION 1: COMPLAINANT INFORMATION

Full Legal Name: [________________________________]

Mailing Address:

Contact Information:

Are you age 65 or older? ☐ Yes ☐ No
(Enhanced civil penalties up to $250,000/violation apply for DTPA violations targeting elderly consumers)

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
☐ Travel / Hospitality
☐ Real Estate / Property Management
☐ Professional Services
☐ 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. DTPA "Laundry List" Violations (§ 17.46(b))

Check all practices that may apply to your complaint:

☐ (1) Passing off goods or services as those of another
☐ (2) Causing confusion or misunderstanding as to source, sponsorship, or approval
☐ (3) Causing confusion as to affiliation, connection, or association with another
☐ (4) Using deceptive representations or designations of geographic origin
☐ (5) Representing that goods or services have characteristics, uses, or benefits they do not have
☐ (6) Representing that goods are original or new when they are deteriorated, altered, reconditioned, or used
☐ (7) Representing that goods or services are of a particular standard, quality, or grade when they are not
☐ (8) Disparaging the goods, services, or business of another by false or misleading representation
☐ (9) Advertising goods or services with intent not to sell them as advertised (bait and switch)
☐ (10) Advertising goods or services with intent not to supply a reasonable demand
☐ (11) Making false or misleading statements of fact concerning the reasons for or amounts of price reductions
☐ (12) Representing that an agreement confers or involves rights that it does not have or involve
☐ (13) Knowingly making false or misleading statements to induce a consumer to enter into a transaction
☐ (14) Using the term "corporation," "incorporated," or abbreviation of either when not incorporated
☐ (21) Representing that work or services have been performed when they have not
☐ (22) Filing suit based on a debt that the business knows is not owed
☐ (23) Using the term "going out of business" when not going out of business
☐ (24) Failing to disclose information required by law
☐ (27) Misrepresenting the authority of a person to negotiate the final terms of a consumer transaction
☐ Other DTPA violation: [________________________________]

E. Other DTPA Grounds

☐ Unconscionable action or course of action (§ 17.50(a)(3)) — an act that takes advantage of the consumer's lack of knowledge, ability, experience, or capacity to a grossly unfair degree
☐ Breach of express warranty (§ 17.50(a)(2))
☐ Breach of implied warranty (§ 17.50(a)(2))
☐ Violation of Chapter 541, Texas Insurance Code (insurance-related DTPA)

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 the 60-day demand letter required by § 17.505?
☐ Yes — Date sent: [__/__/____]
☐ No
☐ Not applicable (filing AG complaint only, not private lawsuit)

Have you filed a complaint with any other agency?

☐ 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 (mental anguish — recoverable under DTPA § 17.50(b)(1) for knowing violations)
☐ 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 economic damages: $ [________________]
☐ Treble damages (for knowing/intentional violations): $ [________________]
☐ 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)
☐ Witness statements
☐ 60-day demand letter and proof of mailing (if sent under § 17.505)
☐ Other: [________________________________]

Important: Do not include Social Security numbers or other highly sensitive personal information. Your complaint is a public record under Texas law.

SECTION 9: CERTIFICATION AND SIGNATURE

I certify that the information provided in this complaint is true and correct to the best of my knowledge. I understand that under Texas law, this complaint is open to the public. I understand that the Office of the Attorney General cannot provide legal advice or represent me individually.

Signature: [________________________________]

Printed Name: [________________________________]

Date: [__/__/____]

WHAT TO EXPECT AFTER FILING WITH THE TEXAS AG

1. Automated Acknowledgment — You will receive an automated email acknowledging your complaint and assigning a complaint number. Save this email and complaint number for future reference.
2. Review — The Consumer Protection Division reviews your complaint and may contact you for additional information.
3. Business Contact — In some cases, the Division may contact the business on your behalf and attempt to mediate a resolution.
4. Enforcement — If the complaint reveals a pattern of violations, the AG may open a formal investigation and potentially bring suit under § 17.47, seeking civil penalties (up to $10,000/violation; $250,000 for elderly consumers), injunctive relief, and restitution.
5. No Legal Advice — The OAG cannot give you legal advice or represent you individually. Your complaint helps the office monitor business practices statewide.
6. Private Action — You may have a private right of action under § 17.50 for economic damages, mental anguish (for knowing violations), and treble damages (for knowing/intentional violations). Consult a private attorney. Remember the 60-day demand letter requirement.

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), part of the Dodd-Frank Wall Street Reform and Consumer Protection Act. 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
☐ 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)
☐ 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

Texas State Regulators

FILING STRATEGY AND PRACTICE TIPS

When to File with Which Agency (Texas-Specific)

Texas-Specific Practice Tips

1. 60-day demand letter is mandatory — Under § 17.505, you must send a written demand letter at least 60 days before filing a private DTPA lawsuit. The letter must specify the complaint and the amount of damages claimed. The defendant has 60 days to respond with a settlement offer. Failure to send this letter can bar your lawsuit.
2. Treble damages for knowing/intentional violations — Under § 17.50(b)(1), if the defendant's conduct was committed knowingly, the court may award up to three times the amount of damages. If committed intentionally, the court shall award three times the damages.
3. Mental anguish damages — Mental anguish damages are recoverable under the DTPA for knowing violations (§ 17.50(b)(1)).
4. Two-year statute of limitations — Private DTPA actions must be filed within two years after the date the consumer discovered or should have discovered the deceptive act (§ 17.565).
5. Complaint is a public record — Your complaint filed with the TX AG is subject to the Texas Public Information Act. Do not include SSNs or sensitive personal data.
6. AG cannot give legal advice — The OAG cannot represent you individually or give legal advice about your specific case.
7. DTPA applies broadly — The DTPA covers the purchase or lease of any goods or services, including real estate, insurance, professional services, and more.
8. Insurance Code tie-in — Violations of certain Insurance Code provisions (Chapter 541) are also DTPA violations, creating additional remedies for insurance disputes.
9. File with multiple agencies — For financial complaints, file with the TX AG, the applicable state financial regulator (OCCC, DoB, SML), and CFPB simultaneously.

Complaint Tracking Log

SOURCES AND REFERENCES

1. Texas Deceptive Trade Practices-Consumer Protection Act — Tex. Bus. & Com. Code §§ 17.41-17.63
   https://law.justia.com/codes/texas/business-and-commerce-code/title-2/chapter-17/subchapter-e/

2. Texas Attorney General — Consumer Protection
   https://www.texasattorneygeneral.gov/consumer-protection

3. TX AG Consumer Complaint Filing Portal
   https://www.texasattorneygeneral.gov/consumer-protection/file-consumer-complaint

4. TX AG Filing a Complaint FAQ
   https://www.texasattorneygeneral.gov/consumer-protection/file-consumer-complaint/filing-complaint-faq

5. Texas State Law Library — Consumer Protection Guide
   https://guides.sll.texas.gov/consumer-protection

6. Consumer Financial Protection Bureau — Submit a Complaint
   https://www.consumerfinance.gov/complaint/

7. CFPB Complaint Process
   https://www.consumerfinance.gov/complaint/process/

8. Consumer Financial Protection Act — 12 U.S.C. § 5531

9. FTC — Report Fraud
   https://reportfraud.ftc.gov/

10. Texas Department of Insurance
    https://www.tdi.texas.gov

11. Texas Department of Licensing and Regulation
    https://www.tdlr.texas.gov

12. Texas Office of Consumer Credit Commissioner
    https://occc.texas.gov

13. Texas Department of Motor Vehicles
    https://www.txdmv.gov

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 qualified attorney licensed in Texas for advice on your specific situation.