Press Release  National Consumer Protection Week: AG's Office Issues Consumer Advocacy Report Highlighting Tips and Trends From 2023

Boston — In recognition of National Consumer Protection Week, Attorney General Andrea Joy Campbell today released the annual Consumer Advocacy Report, highlighting work done to protect consumers, reminding consumers of resources available to them, and raising awareness of challenges faced by consumers in 2023. 

Today, Attorney General Campbell will also join Undersecretary of Consumer Affairs & Business Regulation Layla R. D’Emilia at UMass Amherst for a moderated discussion titled “Savvy Consumer: Empowering Your Financial Future.” The event will focus on providing consumer advice, tips, and resources for young people. Interested consumers may register here.

“This report highlights the office’s steadfast commitment to protecting Massachusetts consumers from unfair and deceptive business practices in a range of areas – from retail, to healthcare, student loans, and beyond – and provides crucial tips and resources for consumers,” said AG Campbell. “My office will continue to advance consumer justice for all, particularly for those who are often underserved or overlooked.”

Complaint Trends of 2023

According to today’s report, in 2023, the Attorney General’s Office (AGO) received more than 25,000 consumer complaints and secured more than $9 million in savings and refunds for consumers through individual advocacy in response to consumer complaints, and more than $90 million in restitution, penalties, and consumer debt relief through judgments and settlements. Complaints about health care services were most common. The report also identifies concerning trends in complaints related to auto repair shops and crypto-currency scams.

Health Care Complaints Top the List

In 2023, the AGO received 1,348 complaints related to health care services and 754 complaints related to health insurance—making health care services the most complained about product or service in 2023. The report also warns about a growing problem related to unlicensed health insurance plans, which could put consumers at risk, and provides tips for those looking to buy insurance that can help avoid the scams.

Auto Repair Complaints on the Rise

The report highlights a significant increase in complaints about auto repair shops. Complaints increased from 518 complaints in 2022 to 819 complaints in 2023—a 58% increase. The report provides tips for consumers needing to bring a car in for repair, including information on how to find your car’s warranties and consumer rights under the Lemon Laws.

             Student Loan Consolidation Deadline Approaching

An important deadline for some federal student loan borrowers is approaching on April 30, 2024.  The report reminds borrowers about Income Driven Repayment (IDR) and Public Student Loan Forgiveness (PSFL) and encourages them to learn more about these programs and to consider loan consolidation before the April 30, 2024 deadline to obtain maximum student loan relief. More information regarding the upcoming deadline and IDR and PSLF programs may be found on the AG’s website.

The AGO is also offering a series of webinars to assist student borrowers, including a webinar this Thursday, March 7^th, for borrowers with privately owned federal loans.  Borrowers can find more information and register for the webinar here.  A webinar for borrowers that may be eligible for PSFL will also be held on Thursday March 11^th and information and registration for that webinar can also be found on the AGO website here.

Consumers seeking assistance are encouraged to file a complaint online or call the Attorney General’s Consumer Hotline at 617-727-8400.

The AG’s continued work and national leadership in the areas of consumer protection and advocacy represent efforts to further AG Campbell’s recently announced strategic priorities to advance opportunity for all across the Commonwealth, particularly through promoting economic opportunity and consumer justice. This week, during National Consumer Protection Week, AG Campbell also announced the Protecting Consumers from Unlawful Seizures by Creditors Grant, which will provide up to $800,00 in funding to nonprofit legal services organizations offering legal assistance to low-income consumers who are vulnerable to unlawful asset and income seizures by debt collectors and creditors.

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