International Consumer Complaints (2013)
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International Consumer Complaints
January – December 2013
Federal Trade Commission
August 2014
Source: Data from Consumer Sentinel Network
TABLE OF CONTENTS
Report Subject
Page No.
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Cross-Border Fraud Complaints
Cross-Border Fraud Complaint Count by Calendar Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Cross-Border Fraud and Non-Cross-Border Fraud Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Cross-Border Fraud Complaints by Consumer and Company Location . . . . . . . . . . . . . . . . . . . . . . . 6
U.S. Consumers in Cross-Border Complaints
Number of U.S. Consumers in Cross-Border Fraud Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Top Products or Services for Cross-Border Fraud Complaints from U.S. Consumers .. . . . . . . . . . . . 8
Amount Paid Information in Cross-Border Fraud Complaints from U.S. Consumers . . . . . . . . . . . . 9
Method of Payment for Cross-Border Fraud Complaints from U.S. Consumers . . . . . . . . . . . . . . . . 10
Method of Initial Contact for Cross-Border Fraud Complaints from U.S. Consumers . . . . . . . . . . . 11
Cross-Border Fraud Complaints from U.S. Consumers – Canadian Provincial Details
Against Companies Located in Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Against Companies Located in Ontario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Against Companies Located in Quebec . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Against Companies Located in British Columbia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Against Companies Located in Alberta . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
International Complaints
Top 100 Non-U.S. Company Locations Reported in Fraud Complaints. . . . . . . . . . . . . . . . . . . . . . . 17
Top Fraud Complaints in the Top 15 Non-U.S. Company Locations . . . . . . . . . . . . . . . . . . . . 18
Top 100 Non-U.S. Consumer Locations Reported in Fraud Complaints. . . . . . . . . . . . . . . . . . . . . . 22
Top Fraud Complaints in the Top 5 Non-U.S. Consumer Locations . . . . . . . . . . . . . . . . . . . . 23
Canadian Consumer Fraud Complaints
Against Companies Located in the U.S. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Located in Ontario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Located in Quebec . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Located in Alberta. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Located in British Columbia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Top Complaints by Select Company Countries and Regions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Econsumer.gov
Top Consumer and Company Locations for Econsumer Complaints . . . . . . . . . . . . . . . . . . . . . . . . . 39
Top Products or Services for Econsumer Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Top Law Violations for Econsumer Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Appendices
Appendix A1: Description of the Consumer Sentinel Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Appendix A2: Major Data Contributors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Appendix A3: Data Contributor Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Appendix A4: Better Business Bureau Data Contributors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Federal Trade Commission
Page 1 of 45
Released August 2014
INTRODUCTION
The Consumer Sentinel Network (CSN) is a secure online database of millions of
consumer complaints available only to law enforcement. In addition to storing
complaints received by the FTC, the CSN also includes complaints filed with state law
enforcement organizations such as the Montana, North Carolina and Oregon
Departments of Justice, the Tennessee Division of Consumer Affairs, the South Carolina
Department of Consumer Affairs, and the Offices of the Attorneys General for
California, Colorado, Idaho, Indiana, Iowa, Louisiana, Maine, Michigan, Mississippi,
Ohio and Washington. Federal agencies, including the Consumer Financial Protection
Bureau and the FBI’s Internet Crime Complaint Center, contribute data as well. The
Commission also receives complaints from the Canadian Anti-Fraud Centre. Nongovernmental organizations also provide complaint data to the FTC. The Council of
Better Business Bureaus, consisting of all North American BBBs, is a major contributor
of complaint data. Other organizations include the following: Green Dot, the Identity
Theft Assistance Center, the Lawyers’ Committee for Civil Rights Under Law,
MoneyGram International, the National Fraud Information Center, PrivacyStar, and
Western Union.
Law enforcement partners - whether they are down the street, across the nation, or
around the world - can use information in the database to enhance and coordinate
investigations.
Begun in 1997 to collect fraud and identity theft complaints, the CSN now has more than
9 million complaints, including those about credit reports, debt collection and mortgage
assistance scams, among other subjects. The CSN has a five-year data retention policy;
complaints older than five years are purged biannually. The following are a series of
statistical reports from the CSN database presenting information about cross-border
fraud and international complaints. For the purposes of this report, a fraud complaint is
cross-border if the reported consumer and company country locations are different. We
are also presenting select “international” reports on complaints where either the reported
consumer or company country is outside the U.S. These reports provide further
information about complaints from consumers reporting from abroad and about foreign
companies.
Company location is based on addresses reported by the complaining consumers and,
thus, likely understates the number of cross-border and international complaints. In
some instances the company address provided by the consumer actually may be a mail
drop in the consumer’s country rather than the physical location of the company in a
foreign country, and in other cases, the consumer does not know whether the location is
in the U.S. or abroad.
Leading International Data Contributors
MoneyGram
Western Union
Better Business Bureaus
Internet Crime
Complaint Center
Canadian
Anti-Fraud Centre
Canada
Competition Bureau
Publishers Clearing
House
North Carolina
Department of Justice
National Consumers
League
PrivacyStar
Some organizations transfer their complaints to the CSN after the end of the calendar
year, and new data providers, added to the system each year, are contributing complaints
from prior years. As a result, the total number of complaints for 2013 will increase
during the next few months, and totals from previous years may differ from prior CSN
annual reports.
The 2013 International Consumer Complaints Report is based on unverified complaints
reported by consumers. The data is not based on a consumer survey.
For more information about the Consumer Sentinel Network, visit
www.FTC.gov/sentinel.
Law enforcement personnel may join CSN at
Register.ConsumerSentinel.gov.
For a detailed description of the CSN and a complete list of our data contributors, see Appendices A1 through A4.
www.econsumer.gov
Federal Trade Commission
www.FTC.gov/sentinel
Page 2 of 45
www.FTC.gov/idtheft
Released August 2014
Executive Summary
International Consumer Complaints
January 1 – December 31, 2013
• The Commission received over 105,000 cross-border fraud complaints during calendar year 2013. Cross-border fraud complaints
comprised 9% of all fraud complaints received during calendar year 2013, 10% during CY-2012 and 13% in CY-2011.
• Impostor: Family\Friend was the leading product or service in U.S. consumers’ cross-border complaints (10%), followed by
Foreign Money Offers (8%), Prizes\Sweepstakes\Gifts (7%), Shop-at-Home\Catalog Sales (7%) and Romance Scams (5%).
• Of all cross-border fraud complaints (105,913) in calendar year 2013, 5% (5,089) were from U.S. consumers complaining about
Canadian companies and 52% (54,587) were from U.S. consumers complaining about other foreign companies. Prizes\
Sweepstakes\Gifts was the top reported product or service in complaints from U.S. consumers against Canadian companies.
• U.S. consumers reported fraud losses of over $10 million against companies located in Canada, and losses of over $190 million
against companies located in other foreign countries in calendar year 2013.
• “Wire Transfer” was the highest reported payment method used in cross-border fraud complaints in calendar year 2013; 61% of
the complaints from U.S. consumers who paid companies located in Canada reported “Wire Transfer” as the payment method, and
81% of the complaints from U.S. consumers who paid other foreign companies reported “Wire Transfer” as the payment method.
Sixty-six percent of cross-border complaints from U.S. consumers reported payment method information. However, these figures
may be skewed by the significant number of complaints from data contributors MoneyGram International and Western Union
Money Transfer.
• Mail continued to be the most frequently reported method used by companies located in Canada to initially contact U.S. consumers
in CY-2013, while e-mail continued to be the most frequently reported method used by companies located in other foreign
countries to initially contact U.S. consumers.
• There were over one million fraud-related complaints (1,165,090) reported in the Consumer Sentinel Network (CSN) for calendar
year 2013. For countries outside of the U.S., Canada was the number one reported company location for calendar year 2013, with
21,675 fraud complaints, followed by the United Kingdom (10,199); Nigeria (9,884); China (6,538); and India (6,065). The
complete ranking of the top 100 reported company locations appears on page 17 of this report, followed by the top complaint
products or services for each of the top 15 reported company locations.
• Of all fraud complaints in CSN for calendar year 2013 (1,165,090), Canada was the number one reported consumer location
outside the U.S., with 31,275 complaints, followed by the United Kingdom (4,656); Australia (3,587); India (2,200); and Italy
(1,496). The complete ranking of the top 100 reported consumer locations appears on page 22 of this report, followed by the top
complaint products or services for each of the top five reported consumer locations.
• A summary of complaints received against companies located in select regions appears in this report starting on page 30. The
regions cover Africa; Australia and New Zealand; the Caribbean; China, Japan, and Republic of Korea; the European Union; Latin
America; Middle East; South Asia; and Southeast Asia.
ECONSUMER.GOV – Collecting and sharing cross-border e-commerce complaints (for details see Appendix A1).
• Econsumer received over 66,000 complaints between CY-2011 and CY-2013; 20,179 complaints in CY-2011, 22,572 in CY-2012,
and 23,437 complaints in CY-2013.
• Shop-at-Home\Catalog Sales was the most commonly reported product or service in Econsumer complaints during calendar year
2013, comprising 15% of Econsumer complaints during that time period, while Internet Auction was the second most commonly
reported product or service, comprising over 6% of Econsumer complaints. “Other Misrepresentation” accounts for 19% of the
Econsumer law violations in CY-2013.
Federal Trade Commission
Page 3 of 45
Released August 2014
Cross-Border Fraud Complaint Count1
Calendar Years 2009 through 2013
150,000
No. of Complaints
139,308
125,000
116,444
109,471
105,913
100,000
92,870
75,000
1For the purposes of this report, a fraud complaint is “cross-border” if the reported consumer and company
country locations are different. These figures exclude identity theft and do not call registry complaints.
Federal Trade Commission
Page 4 of 45
Released August 2014
Consumer Sentinel Network Fraud Complaints1
Calendar Years 2011 through 2013
Non-Cross-Border Fraud Complaints
Cross-Border Fraud Complaints
1,165,090
1,200
1,111,119
1,040,439
1,100
1,000
(in thousands)
900
800
91%
1,059,177
9%
105,913
700
600
500
87%
901,131
13%
139,308
90%
994,675
10%
116,444
400
300
200
100
0
CY-2011
CY-2012
CY-2013
1Percentages are based on the total number of Consumer Sentinel Network fraud complaints by
calendar year. These figures exclude identity theft and do not call registry complaints.
Federal Trade Commission
Page 5 of 45
Released August 2014
Cross-Border Fraud Complaints
By Consumer and Company Location1
January 1 – December 31, 2013
U.S. Consumers Against
Companies Located in
Canada
5%
Foreign Consumers Against
Companies Located in Other
Foreign Countries
10%
Foreign Consumers Against
Companies Located in the
U.S. or Canada
17%
U.S. Consumers Against
Companies Located in Other
Foreign Countries
52%
Canadian Consumers
Against Companies Located
in Other Foreign Countries
6%
Canadian Consumers
Against Companies Located
in the U.S.
10%
Cross-Border Fraud Complaints By Consumer and Company Location1
Calendar Years 2011 through 2013
CY - 2011 CY - 2012 CY - 2013
U.S. Consumers Against Companies Located in Canada
U.S. Consumers Against Companies Located in Other Foreign Countries
Canadian Consumers Against Companies Located in the U.S.
Canadian Consumers Against Companies Located in Other Foreign Countries
Foreign Consumers Against Companies Located in the U.S. or Canada
Foreign Consumers Against Companies Located in Other Foreign Countries
9%
67%
7%
6%
7%
5%
6%
64%
8%
6%
10%
6%
5%
52%
10%
6%
17%
10%
1Percentages are based on the total number of cross-border fraud complaints for each calendar year: CY-2011 = 139,308;
CY-2012 = 116,444; and CY-2013 = 105,913.
Federal Trade Commission
Page 6 of 45
Released August 2014
Fraud Complaints from U.S. Consumers Against
Companies Located in Foreign Countries
Calendar Years 2009 through 2013
120,000
No. of Complaints
105,171
100,000
82,123
81,019
80,000
68,801
59,676
60,000
40,000
20,000
Federal Trade Commission
Page 7 of 45
Released August 2014
Top Products or Services for Cross-Border Fraud Complaints
from U.S. Consumers1
January 1 – December 31, 2013
Rank
1
2
3
4
5
Complaints
5,922
4,496
4,364
4,139
3,173
Product or Service
Impostor: Family\Friend
Foreign Money Offers
Prizes\Sweepstakes\Gifts
Shop-at-Home\Catalog Sales
Romance Scams
Percentage 1
10%
8%
7%
7%
5%
1Percentages are based on the total number of cross-border fraud complaints (59,676) from U.S. consumers received
between January 1 and December 31, 2013. Twenty-nine percent (17,543) of the cross-border complaints from U.S.
consumers did not contain specific product service codes.
Top Products or Services for Complaints from U.S.
Consumers Against Companies Located in
Other Foreign Countries
Top Products or Services for Complaints from U.S.
Consumers Against Companies Located in Canada
January 1 – December 31, 2013
January 1 – December 31, 2013
Rank Product or Service
1
2
3
4
5
Prizes\Sweepstakes\Gifts
Advance-Fee Loans, Credit Arrangers
Telemarketing Practices
Shop-at-Home\Catalog Sales
Counterfeit Check Scams
2
Complaints Percentage
997
504
306
282
234
20%
10%
6%
6%
5%
Rank Product or Service
1
2
3
4
5
Impostor: Family\Friend
Foreign M oney Offers
Shop-at-Home\Catalog Sales
Prizes\Sweepstakes\Gifts
Romance Scams
Complaints Percentage3
5,772
4,300
3,863
3,369
3,147
11%
8%
7%
6%
6%
2Percentages are based on the total number of cross-border fraud complaints
3Percentages are based on the total number of cross-border fraud complaints
(5,089) from U.S. consumers against companies located in Canada received
between January 1 and December 31, 2013.
(54,587) from U.S. consumers against companies located in other foreign
countries received between January 1 and December 31, 2013.
Federal Trade Commission
Page 8 of 45
Released August 2014
Fraud Complaints and Amount Paid by
U.S. Consumers Against Companies Located in Canada
Calendar Years 2011 through 2013
CY
Complaint Count
Reporting Percentage Reporting
Total
Amount Paid
Amount Paid
2011
2012
2013
12,272
7,550
5,089
8,895
5,664
3,396
72%
75%
67%
Amount Paid
Reported
Average1
Median2
$25,096,491
$13,013,537
$10,251,679
$2,821
$2,298
$3,019
$836
$676
$583
1Average is based on the total number of consumers who reported amount paid for each calendar year: CY-2011 = 8,895;
CY-2012 = 5,664; and CY-2013 = 3,396. The amount paid is based on complaints with reported values from $0 to
$999,999.
2Median is the middle number in a set of numbers so that half the numbers have values that are greater than the median and
half have values that are less. Calculation of the median excludes complaints with amount paid reported as $0.
Fraud Complaints and Amount Paid by
U.S. Consumers Against Companies Located in Other Foreign Countries
Calendar Years 2011 through 2013
CY
Complaint Count
Reporting Percentage Reporting
Total
Amount Paid
Amount Paid
2011
2012
2013
92,899
74,573
54,587
89,779
71,906
52,556
97%
96%
96%
Amount Paid
Reported
Average3
Median4
$198,641,163
$183,529,706
$190,025,437
$2,213
$2,552
$3,616
$525
$518
$660
3Average is based on the total number of consumers who reported amount paid for each calendar year: CY-2011 = 89,779;
CY-2012 = 71,906; and CY-2013 = 52,556. The amount paid is based on complaints with reported values from $0 to
$999,999.
4Median is the middle number in a set of numbers so that half the numbers have values that are greater than the median and
half have values that are less. Calculation of the median excludes complaints with amount paid reported as $0.
Federal Trade Commission
Page 9 of 45
Released August 2014
Method of Payment Reported by U.S. Consumers in
Cross-Border Fraud Complaints
January 1 - December 31, 2013
U.S. Consumers Who Paid Companies Located in Canada1
2
1Percentages are based on the total number of consumers who reported the method of payment
(1,706). Thirty-four percent of consumers reported this information.
2These figures include a significant number of complaints from data contributors MoneyGram
International and Western Union Money Transfer, which may affect the distribution of the reported
method of payment.
U.S. Consumers Who Paid Companies Located in Other Foreign Countries3
4
3Percentages are based on the total number of consumers who reported the method of payment
(37,970). Seventy percent of consumers reported this information.
4These figures include a significant number of complaints from data contributors MoneyGram
International and Western Union Money Transfer, which may affect the distribution of the reported
method of payment.
Federal Trade Commission
Page 10 of 45
Released August 2014
Method of Initial Contact in
Cross-Border Fraud Complaints from U.S. Consumers
U.S. Consumers Contacted By Companies Located in Canada1
21%
27%
29%
CY - 2013
39%
42%
31%
17%
12%
17%
Phone
Others
CY - 2012
13%
13%
17%
Internet - Web Site\Others
CY – 2011
9%
7%
6%
1Percentages are based on the total number of consumers who reported the company’s method of initial
contact: CY-2011 = 7,857 with 64% reporting this information; CY-2012 = 5,149 with 68% reporting this
information; and CY-2013 = 3,438 with 68% reporting this information.
U.S. Consumers Contacted By Companies Located in
Other Foreign Countries2
62%
60%
55%
Internet - Web Site\Others
Phone
Others
16%
14%
17%
6%
8%
4%
13%
13%
18%
CY - 2011
CY - 2012
CY – 2013
3%
5%
6%
2Percentages are based on the total number of consumers who reported the company’s method of initial
contact: CY-2011 = 46,518 with 50% reporting this information; CY-2012 = 38,742 with 52% reporting
this information; and CY-2013 = 28,479 with 52% reporting this information.
Federal Trade Commission
Page 11 of 45
Released August 2014
Fraud Complaints from U.S. Consumers Against
Companies Located in Canada
January 1 – December 31, 2013
British
Columbia
Alberta
Quebec
Ontario
Company Locations
Province\Territory
Ontario
Quebec
British Columbia
Alberta
Nova Scotia
Manitoba
Saskatchewan
New Brunswick
Newfoundland
Prince Edward Island
Yukon
Northwest Territories
Nunavut
Not Reported
Federal Trade Commission
Complaints Percentage
1,433
28.2%
509
10.0%
434
8.5%
121
2.4%
48
0.9%
0.7%
38
19
0.4%
7
0.1%
5
0.1%
1
<0.1%
0
0.0%
0
0.0%
0
0.0%
2,474
48.6%
1
1Percentages are based on the 5,089 fraud complaints
received between January 1 and December 31, 2013 from
U.S. consumers against companies located in Canada.
Page 12 of 45
Released August 2014
Top Products or Services for Fraud Complaints
from U.S. Consumers Against Companies Located in
Ontario, Canada1
January 1 – December 31, 2013
Other
29%
Advance-Fee Loans,
Credit Arrangers
31%
Shop-at-Home\
Catalog Sales
6%
Counterfeit Check Scams
7%
Prizes\Sweepstakes\Gifts
15%
Telemarketing
Practices
12%
Rank Product or Service
1 Advance-Fee Loans, Credit Arrangers
2 Prizes\Sweepstakes\Gifts
3 Telemarketing Practices
4 Counterfeit Check Scams
5 Shop-at-Home\Catalog Sales
Complaints Percentage
451
31%
209
15%
169
12%
107
7%
87
6%
1Percentages are based upon the total number of fraud complaints (1,433) by U.S. consumers
complaining about companies in Ontario, Canada received between January 1 and December 31, 2013.
Note that counts and percentages may not add up to the total because CSN complaints may be coded
under multiple product service codes.
Federal Trade Commission
Page 13 of 45
Released August 2014
Top Products or Services for Fraud Complaints
from U.S. Consumers Against Companies Located in
Quebec, Canada1
January 1 – December 31, 2013
Other
27%
Telemarketing
Practices
6%
Office: Ad Space\
Directory Listings
7%
Foreign Money Offers
31%
Impostor:
Family\Friend
13%
Prizes\Sweepstakes\Gifts
16%
Rank Product or Service
1 Foreign Money Offers
2 Prizes\Sweepstakes\Gifts
3 Impostor: Family\Friend
4 Office: Ad Space\Directory Listings
5 Telemarketing Practices
Complaints Percentage
156
31%
82
16%
68
13%
38
7%
30
6%
1Percentages are based upon the total number of fraud complaints (509) by U.S. consumers complaining
about companies in Quebec, Canada received between January 1 and December 31, 2013. Note that
counts and percentages may not add up to the total because CSN complaints may be coded under
multiple product service codes.
Federal Trade Commission
Page 14 of 45
Released August 2014
Top Products or Services for Fraud Complaints
from U.S. Consumers Against Companies Located in
British Columbia, Canada1
January 1 – December 31, 2013
Prizes\Sweepstakes\Gifts
21%
Other
43%
Unsolicited Email
4%
Shop-at-Home\
Catalog Sales
15%
Telemarketing
Practices
6%
Lending:
Payday Loans
11%
Rank Product or Service
1 Prizes\Sweepstakes\Gifts
2 Shop-at-Home\Catalog Sales
3 Lending: Payday Loans
4 Telemarketing Practices
5 Unsolicited Email
Complaints Percentage
89
21%
64
15%
49
11%
26
6%
19
4%
1Percentages are based upon the total number of fraud complaints (434) by U.S. consumers complaining
about companies in British Columbia, Canada received between January 1 and December 31, 2013. Note
that counts and percentages may not add up to the total because CSN complaints may be coded under
multiple product service codes.
Federal Trade Commission
Page 15 of 45
Released August 2014
Top Products or Services for Fraud Complaints
from U.S. Consumers Against Companies Located in
Alberta, Canada1
January 1 – December 31, 2013
Other
42%
Telemarketing
Practices
26%
Shop-at-Home\
Catalog Sales
14%
Lending:
Payday Loans
5%
Internet Information
Services
7%
Prizes\Sweepstakes\Gifts
6%
Rank Product or Service
1 Telemarketing Practices
2 Shop-at-Home\Catalog Sales
3 Internet Information Services
4 Prizes\Sweepstakes\Gifts
5 Lending: Payday Loans
Complaints Percentage
31
26%
17
14%
9
7%
7
6%
6
5%
1Percentages are based upon the total number of fraud complaints (121) by U.S. consumers
complaining about companies in Alberta, Canada received between January 1 and December 31, 2013.
Note that counts and percentages may not add up to the total because CSN complaints may be coded
under multiple product service codes.
Federal Trade Commission
Page 16 of 45
Released August 2014
Fraud Complaints Reported Against
Top 100 Non-U.S. Company Locations
January 1 – December 31, 2013
Rank
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
38
40
41
42
43
44
45
46
47
48
48
50
Company Location
Canada
United Kingdom
Nigeria
China
India
Jamaica
Mexico
Philippines
Ghana
Spain
Cameroon
Italy
Benin
France
Dominican Republic
Malaysia
Australia
Germany
South Africa
Russian Federation
Ukraine
Costa Rica
United Arab Emirates
Peru
Netherlands
Haiti
Afghanistan
Ireland
Switzerland
Turkey
Cote D’Ivoire
Portugal
Panama
Nepal
Romania
Japan
Macedonia
Cyprus
Greece
Pakistan
Indonesia
Sweden
Ecuador
New Zealand
Belgium
Thailand
Israel
Poland
Singapore
Colombia
Complaints
21,675
10,199
9,884
6,538
6,065
5,298
4,484
3,153
2,542
2,065
2,017
1,719
1,459
1,316
1,301
1,230
1,225
1,222
1,191
1,104
1,003
760
753
668
622
564
530
519
516
450
414
395
380
375
365
362
327
319
319
300
292
276
269
266
261
245
236
234
234
222
Rank
51
51
53
54
55
56
57
57
59
60
61
62
63
64
65
66
67
68
69
70
71
71
73
74
75
76
77
78
79
80
81
82
82
84
84
86
87
88
89
89
91
92
93
94
95
96
97
98
99
100
Complaints
Company Location
Egypt
194
Vietnam
194
Slovakia
174
Sri Lanka
172
Brazil
158
Bulgaria
154
Denmark
149
Morocco
149
Lebanon
143
Senegal
142
Guatemala
133
Nicaragua
129
Korea, Republic of
125
Czech Republic
119
Chile
110
Kenya
108
Bolivia
107
Togo
106
Bangladesh
100
Belize
95
Austria
94
Trinidad and Tobago
94
Saudi Arabia
88
Argentina
86
Hungary
82
Finland
80
Cayman Islands
77
Burkina Faso
76
Norway
72
Uganda
69
Iraq
68
Georgia
66
Qatar
66
Bahamas
64
Lithuania
64
Latvia
63
El Salvador
61
Taiwan
58
Cambodia
57
Lao People's Democratic Republic
57
Syrian Arab Republic
52
Honduras
51
Uruguay
<50
Virgin Islands (British)
<50
Luxembourg
<50
Iran
<50
Dominica
<50
Belarus
<50
Algeria
<50
Guinea
<50
Note: Company country names appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 17 of 45
Released August 2014
Top Products or Services for Fraud Complaints Reported
Against the Top 15 Company Locations Outside of the U.S.1
January 1 – December 31, 2013
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Canada
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Prizes\Sweepstakes\Gifts
Employ Agencies\Job Counsel\Overseas Work
Advance-Fee Loans, Credit Arrangers
Internet Auction
Complaints
3,812
3,134
2,371
1,022
985
Top Products or Services for Fraud Complaints Reported
Against Companies Located in the U.K.
Rank
1
2
3
4
5
Product or Service
Internet Auction
Shop-at-Home\Catalog Sales
Lotteries\Lottery Ticket Buying Clubs
Impostor: Family\Friend
Business Opportunities\Work-At-Home Plans
Complaints
1,126
1,087
558
514
374
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Nigeria
Rank
1
2
3
4
5
Product or Service
Impostor: Family\Friend
Romance Scams
Foreign Money Offers
Shop-at-Home\Catalog Sales
Internet Auction
Complaints
1,595
1,301
1,014
530
505
Top Products or Services for Fraud Complaints Reported
Against Companies Located in China
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Internet Auction
Credit Cards
Telephone: Other
Internet Information Services
Complaints
2,059
858
193
177
134
1Complaints may be coded under multiple product service codes.
Note: Company country names appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 18 of 45
Released August 2014
Top Products or Services for Fraud Complaints Reported
Against the Top 15 Company Locations Outside of the U.S.1 (con’t)
January 1 – December 31, 2013
Top Products or Services for Fraud Complaints Reported
Against Companies Located in India
Rank
1
2
3
4
5
Product or Service
Advance-Fee Loans, Credit Arrangers
Grants: Non-Educational
Lotteries\Lottery Ticket Buying Clubs
Prizes\Sweepstakes\Gifts
Shop-at-Home\Catalog Sales
Complaints
1,106
583
453
371
301
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Jamaica
Rank
1
2
3
4
5
Product or Service
Prizes\Sweepstakes\Gifts
Lotteries\Lottery Ticket Buying Clubs
Telemarketing Practices
Advance-Fee Loans, Credit Arrangers
Impostor: Business
Complaints
2,694
1,479
646
362
276
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Mexico
Rank
1
2
3
4
5
Product or Service
Impostor: Family\Friend
Foreign Money Offers
Internet Auction
Timeshare Sales
Shop-at-Home\Catalog Sales
Complaints
2,013
1,185
131
98
77
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Philippines
Rank
1
2
3
4
5
Product or Service
Impostor: Family\Friend
Business Opportunities\Work-At-Home Plans
Advance-Fee Loans, Credit Arrangers
Romance Scams
Employ Agencies\Job Counsel\Overseas Work
Complaints
562
295
292
239
228
1Complaints may be coded under multiple product service codes.
Note: Company country names appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 19 of 45
Released August 2014
Top Products or Services for Fraud Complaints Reported
Against the Top 15 Company Locations Outside of the U.S.1 (con’t)
January 1 – December 31, 2013
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Ghana
Rank
1
2
3
4
5
Product or Service
Impostor: Family\Friend
Romance Scams
Foreign Money Offers
Internet Auction
Advance-Fee Loans, Credit Arrangers
Complaints
689
675
224
89
62
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Spain
Rank
1
2
3
4
5
Product or Service
Internet Auction
Property\Inheritance Tracers
Advance-Fee Loans, Credit Arrangers
Business Opportunities\Work-At-Home Plans
Office: Ad Space\Directory Listings
Complaints
448
238
159
156
128
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Cameroon
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Internet Auction
Foreign Money Offers
Business Opportunities\Work-At-Home Plans
Advance-Fee Loans, Credit Arrangers
Complaints
894
677
<20
<20
<20
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Italy
Rank
1
2
3
4
5
Product or Service
Internet Auction
Shop-at-Home\Catalog Sales
Impostor: Family\Friend
Business Opportunities\Work-At-Home Plans
Foreign Money Offers
Complaints
1,107
71
55
51
42
1Complaints may be coded under multiple product service codes.
Note: Company country names appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 20 of 45
Released August 2014
Top Products or Services for Fraud Complaints Reported
Against the Top 15 Company Locations Outside of the U.S.1 (con’t)
January 1 – December 31, 2013
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Benin
Rank
1
2
3
4
5
Product or Service
Internet Auction
Advance-Fee Loans, Credit Arrangers
Shop-at-Home\Catalog Sales
Impostor: Government
Romance Scams
Complaints
466
119
114
83
53
Top Products or Services for Fraud Complaints Reported
Against Companies Located in France
Rank
1
2
3
4
5
Product or Service
Internet Auction
Shop-at-Home\Catalog Sales
Unsolicited Email
Impostor: Family\Friend
Spyware\Adware\Malware
Complaints
432
145
70
46
35
Top Products or Services for Fraud Complaints Reported
Against Companies Located in Dominican Republic
Rank
1
2
3
4
5
Product or Service
Foreign Money Offers
Impostor: Family\Friend
Shop-at-Home\Catalog Sales
Advance-Fee Loans, Credit Arrangers
Internet Auction
Complaints
370
362
69
46
43
1Complaints may be coded under multiple product service codes.
Note: Company country names appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 21 of 45
Released August 2014
Fraud Complaints Reported For
Top 100 Non-U.S. Consumer Locations
January 1 – December 31, 2013
Rank
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Consumer Location
Canada
United Kingdom
Australia
India
Italy
France
Mexico
Brazil
Germany
Russian Federation
South Africa
Spain
China
Philippines
Israel
New Zealand
Netherlands
Pakistan
Argentina
Sweden
Japan
Romania
Switzerland
Malaysia
Colombia
Belgium
United Arab Emirates
Portugal
Singapore
Turkey
Greece
Saudi Arabia
Bulgaria
Indonesia
Ukraine
Ireland
Nigeria
Denmark
Korea, Republic of
Norway
Egypt
Chile
Poland
Thailand
Hungary
Venezuela
Finland
Austria
Peru
Trinidad and Tobago
Complaints
31,275
4,656
3,587
2,200
1,496
1,134
1,095
855
757
674
673
613
564
542
524
506
484
424
399
350
339
317
304
301
300
296
295
293
291
277
266
257
255
254
239
232
226
224
189
186
178
174
162
160
147
146
145
122
120
116
Rank
51
52
53
54
55
55
57
58
59
60
61
61
63
64
65
65
67
68
68
70
71
71
73
74
74
76
77
78
79
80
81
81
83
83
83
86
87
88
89
89
91
91
93
93
93
96
97
97
97
100
100
Consumer Location
Croatia
Taiwan
Costa Rica
Cyprus
Kenya
Kuwait
Ecuador
Czech Republic
Sri Lanka
El Salvador
Bangladesh
Vietnam
Qatar
Guatemala
Dominican Republic
Ghana
Iran
Jordan
Latvia
Uruguay
Jamaica
Slovakia
Mauritius
Kazakhstan
Lebanon
Lithuania
Slovenia
Albania
Bahrain
Panama
Estonia
Honduras
Armenia
Bahamas
Bolivia
Azerbaijan
Malta
Oman
Belarus
Georgia
Afghanistan
Uganda
Bosnia and Herzegovina
Luxembourg
Macedonia
Morocco
Algeria
Tanzania
Zambia
Nepal
Tunisia
Complaints
101
100
93
87
84
84
75
73
71
63
62
62
61
59
58
58
56
55
55
54
53
53
52
50
50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
<50
Note: Consumer country names appear as reported by consumers.
Federal Trade Commission
Page 22 of 45
Released August 2014
Top Products or Services for Fraud Complaints Reported
in the Top 5 Consumer Locations Outside of the U.S.1
January 1 – December 31, 2013
Top Products or Services for Fraud Complaints Reported
By Consumers Located in Canada
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Prizes\Sweepstakes\Gifts
Employ Agencies\Job Counsel\Overseas Work
Office: Ad Space\Directory Listings
Travel\Vacations
Complaints
6,106
4,453
2,870
1,836
1,429
Top Products or Services for Fraud Complaints Reported
By Consumers Located in the U.K.
Rank
1
2
3
4
5
Product or Service
Internet Auction
Timeshare Sales
Impostor: Family\Friend
Shop-at-Home\Catalog Sales
Impostor: Government
Complaints
383
336
263
259
207
Top Products or Services for Fraud Complaints Reported
By Consumers Located in Australia
Rank
1
2
3
4
5
Product or Service
Internet Auction
Shop-at-Home\Catalog Sales
Credit Cards
Impostor: Family\Friend
Romance Scams
Complaints
579
514
123
121
103
1Complaints may be coded under multiple product service codes.
Note: Consumer country names appear as reported by consumers.
Federal Trade Commission
Page 23 of 45
Released August 2014
Top Products or Services for Fraud Complaints Reported
in the Top 5 Consumer Locations Outside of the U.S.1 (con’t)
January 1 – December 31, 2013
Top Products or Services for Fraud Complaints Reported
By Consumers Located in India
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Employ Agencies\Job Counsel\Overseas Work
Impostor: Government
Business Opportunities\Work-At-Home Plans
Internet Access Services
Complaints
194
130
51
40
35
Top Products or Services for Fraud Complaints Reported
By Consumers Located in Italy
Rank
1
2
3
3
5
Product or Service
Internet Auction
Business Opportunities\Work-At-Home Plans
Foreign Money Offers
Impostor: Family\Friend
Shop-at-Home\Catalog Sales
Complaints
1,011
51
34
34
31
1Complaints may be coded under multiple product service codes.
Note: Consumer country names appear as reported by consumers.
Federal Trade Commission
Page 24 of 45
Released August 2014
Canadian Consumer Fraud Complaints Against
Companies Located in the U.S.
January 1 – December 31, 2013
Total Amount Paid
Reported1
No. of Complaints
10,779
$21,693,125
1The amount paid is based on complaints with reported values from $0 to $999,999.
Top Products or Services by Complaint Count2
Shop-at-Home\
Catalog Sales
15%
Prizes\Sweepstakes\
Gifts
10%
Travel\Vacations
6%
Internet Auction
5%
Internet Information
Services
5%
Employ
Agencies\Job
Counsel\Overseas
Work
4%
Office: Ad Space\
Directory Listings
4%
Other
48%
Advance-Fee Loans,
Credit Arrangers
3%
2Percentages are based upon the total number of fraud complaints (10,779) by Canadian consumers complaining
about companies in the United States received between January 1 and December 31, 2013.
Federal Trade Commission
Page 25 of 45
Released August 2014
Fraud Complaints from Consumers Located in
Ontario, Canada
January 1 – December 31, 2013
Top 5 Products or Services1
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Prizes\Sweepstakes\Gifts
Employ Agencies\Job Counsel\Overseas Work
Travel\Vacations
Property\Inheritance Tracers
Complaints Percentage 1
2,320
2,176
1,534
523
463
21%
19%
14%
5%
4%
1Percentages are based on the total number of fraud complaints (11,304) received from Ontario consumers during the time period. Two percent (266) of
the total number of fraud complaints received from Ontario consumers were coded “Other (Note in Comments)”.
Reported Amount Paid
Complaint Count
Amount Paid
Reporting Percentage Reporting
Total
Reported Average2
Median3
Amount Paid
Amount Paid
11,304
6,056
54%
$20,353,719
$3,361
$900
2Average amount paid is based upon the total number of complaints where amount paid was reported by Ontario consumers (6,056). The amount paid is based
on complaints with reported values from $0 to $999,999.
3Median is the middle number in a set of numbers so that half the numbers have values that are greater than the median and half have values that are less.
Calculation of the median excludes complaints with amount paid reported as $0.
Company’s Method of Contacting
Consumers4
Method of Payment Reported by
Consumers5
4Percentages are based on the total number of fraud complaints where company’s
method of initial contact was reported by Ontario consumers (8,077). Seven
percent (569) of consumers reported other methods of initial contact. 71% of
consumers reported this information.
5Percentages are based on the total number of Ontario consumers who reported the
Federal Trade Commission
method of payment (1,867) during the time period. 17% of consumers reported this
information.
Page 26 of 45
Released August 2014
Fraud Complaints from Consumers Located in
Quebec, Canada
January 1 – December 31, 2013
Top 5 Products or Services1
Rank
1
2
3
4
5
Complaints Percentage 1
1,310
33%
741
19%
8%
301
162
4%
159
4%
Product or Service
Shop-at-Home\Catalog Sales
Office: Ad Space\Directory Listings
Internet Auction
Prizes\Sweepstakes\Gifts
Travel\Vacations
1Percentages are based on the total number of fraud complaints (3,998) received from Quebec consumers during the time period. Two percent (78) of the
total number of fraud complaints received from Quebec consumers were coded “Other (Note in Comments)”.
Reported Amount Paid
Complaint Count
Amount Paid
Reporting Percentage Reporting
Total
Reported Average2
Median3
Amount Paid
Amount Paid
3,998
2,386
60%
$10,434,532
$4,373
$950
2Average amount paid is based upon the total number of complaints where amount paid was reported by Quebec consumers (2,386). The amount paid is based
on complaints with reported values from $0 to $999,999.
3Median is the middle number in a set of numbers so that half the numbers have values that are greater than the median and half have values that are less.
Calculation of the median excludes complaints with amount paid reported as $0.
Company’s Method of Contacting
Consumers4
Method of Payment Reported by
Consumers5
4Percentages are based on the total number of fraud complaints where company’s
method of initial contact was reported by Quebec consumers (3,010). Twelve
percent (372) of consumers reported other methods of initial contact. 75% of
consumers reported this information.
5Percentages are based on the total number of Quebec consumers who reported the
Federal Trade Commission
method of payment (993) during the time period. 25% of consumers reported this
information.
Page 27 of 45
Released August 2014
Fraud Complaints from Consumers Located in
Alberta, Canada
January 1 – December 31, 2013
Top 5 Products or Services1
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Prizes\Sweepstakes\Gifts
Auto: Sales – New
Employ Agencies\Job Counsel\Overseas Work
Internet Auction
Complaints Percentage 1
720
18%
557
14%
9%
348
339
9%
199
5%
1Percentages are based on the total number of fraud complaints (3,974) received from Alberta consumers during the time period. Three percent (124) of the
total number of fraud complaints received from Alberta consumers were coded “Other (Note in Comments)”.
Reported Amount Paid
Complaint Count
Reporting Percentage Reporting
Total
Amount Paid
Amount Paid
3,974
2,089
53%
Amount Paid
Reported
$5,918,114
Average2
$2,833
Median3
$850
2Average amount paid is based upon the total number of complaints where amount paid was reported by Alberta consumers (2,089). The amount paid is based
on complaints with reported values from $0 to $999,999.
3Median is the middle number in a set of numbers so that half the numbers have values that are greater than the median and half have values that are less.
Calculation of the median excludes complaints with amount paid reported as $0.
Company’s Method of Contacting
Consumers4
Method of Payment Reported by
Consumers5
4Percentages are based on the total number of fraud complaints where company’s
method of initial contact was reported by Alberta consumers (2,294). Six percent
(130) of consumers reported other methods of initial contact. 58% of consumers
reported this information.
5Percentages are based on the total number of Alberta consumers who reported the
method of payment (866) during the time period. 22% of consumers reported this
information.
Federal Trade Commission
Page 28 of 45
Released August 2014
Fraud Complaints from Consumers Located in
British Columbia, Canada
January 1 – December 31, 2013
Top 5 Products or Services1
Rank
1
2
3
4
5
Product or Service
Shop-at-Home\Catalog Sales
Prizes\Sweepstakes\Gifts
Employ Agencies\Job Counsel\Overseas Work
Auto: Sales – New
Travel\Vacations
Complaints Percentage 1
650
17%
591
15%
384
10%
280
7%
241
6%
1Percentages are based on the total number of fraud complaints (3,937) received from British Columbia consumers during the time period.
Two percent
(95) of the total number of fraud complaints received from British Columbia consumers were coded “Other (Note in Comments)”.
Reported Amount Paid
Complaint Count
Reporting Percentage Reporting
Total
Amount Paid
Amount Paid
3,937
1,735
44%
Amount Paid
Reported
$4,963,014
Average2
$2,861
Median3
$900
2Average amount paid is based upon the total number of complaints where amount paid was reported by British Columbia consumers (1,735). The amount paid
is based on complaints with reported values from $0 to $999,999.
3Median is the middle number in a set of numbers so that half the numbers have values that are greater than the median and half have values that are less.
Calculation of the median excludes complaints with amount paid reported as $0.
Company’s Method of Contacting
Consumers4
Method of Payment Reported by
Consumers5
4Percentages are based on the total number of fraud complaints where company’s
method of initial contact was reported by British Columbia consumers (2,342). Six
percent (152) of consumers reported other methods of initial contact. 59% of
consumers reported this information.
Federal Trade Commission
5Percentages are based on the total number of British Columbia consumers who
reported the method of payment (591) during the time period. 15% of consumers
reported this information.
Page 29 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in Africa1
January 1 – December 31, 2013
Product or Service
Impostor: Family\Friend
Romance Scams
Internet Auction
Shop-at-Home\Catalog Sales
Foreign Money Offers
Advance-Fee Loans, Credit Arrangers
Lotteries\Lottery Ticket Buying Clubs
Real Estate (not Timeshares)
Impostor: Government
Housing
Business Opportunities\Work-At-Home Plans
Prizes\Sweepstakes\Gifts
Invest: Other
Employ Agencies\Job Counsel\Overseas Work
Unsolicited Email
Counterfeit Check Scams
Internet Information Services
Property\Inheritance Tracers
Impostor: Business
Grants: Non-Educational
Complaints
2,649
2,280
1,990
1,714
1,503
583
431
431
430
369
342
288
218
208
107
97
79
79
50
39
1“Africa” includes complaints where consumers reported the company country location as Algeria, Angola, Ascension and Tristan Da Cunha, Benin, Botswana,
Burkina Faso, Burundi, Cameroon, Cabo Verde, Central African Republic, Chad, Comoros, the Democratic Republic of Congo, the Republic of Congo, Cote
D’Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar,
Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Saint Helena, Sao Tome and Principe, Senegal,
Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Tanzania, Togo, Tunisia, Uganda, Western Sahara, Zambia or Zimbabwe. Note
it is possible that not all countries have complaints in the system for the period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 30 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in Australia and New Zealand1
January 1 – December 31, 2013
Product or Service
Internet Auction
Impostor: Family\Friend
Foreign Money Offers
Advance-Fee Loans, Credit Arrangers
Prizes\Sweepstakes\Gifts
Shop-at-Home\Catalog Sales
Employ Agencies\Job Counsel\Overseas Work
Computers: Equipment\Software
Business Opportunities\Work-At-Home Plans
Internet Information Services
Lotteries\Lottery Ticket Buying Clubs
Invest: Other
Unsolicited Email
Credit Cards
Counterfeit Check Scams
Internet Access Services
Romance Scams
Travel\Vacations
Internet Web Site Design\Promotion
Impostor: Business
Complaints
197
160
115
78
74
70
60
31
25
25
23
23
22
21
<20
<20
<20
<20
<20
<20
1Includes complaints where consumers reported the company country location as Australia or New Zealand.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 31 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in the Caribbean1
January 1 – December 31, 2013
Product or Service
Prizes\Sweepstakes\Gifts
Lotteries\Lottery Ticket Buying Clubs
Telemarketing Practices
Foreign Money Offers
Advance-Fee Loans, Credit Arrangers
Impostor: Business
Impostor: Family\Friend
Impostor: Government
Invest: Other
Counterfeit Check Scams
Internet Auction
Shop-at-Home\Catalog Sales
Employ Agencies\Job Counsel\Overseas Work
Unsolicited Email
Lending: Payday Loans
Grants: Non-Educational
Internet Information Services
Travel\Vacations
Third Party Debt Collection
Romance Scams
Complaints
2,703
1,498
674
500
369
293
283
118
67
61
55
50
40
37
33
32
24
24
22
22
1“Caribbean” includes complaints where consumers reported the company country location as a member or associate of the Caribbean
Community and Common Market (CARICOM), which includes Anguilla, Antigua and Barbuda, Bahamas, Barbados, Belize, Bermuda, British
Virgin Islands, Cayman Islands, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and
the Grenadines, Suriname, Trinidad and Tobago and Turks and Caicos Islands. Note it is possible that not all countries have complaints in the
system for the period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 32 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in China, Japan and
Republic of Korea1
January 1 – December 31, 2013
Product or Service
Shop-at-Home\Catalog Sales
Internet Auction
Computers: Equipment\Software
Credit Cards
Telephone: Other
Internet Information Services
Internet Access Services
Property\Inheritance Tracers
Home Appliances
Jewelry\Watches
Employ Agencies\Job Counsel\Overseas Work
Children's Products
Unsolicited Email
Romance Scams
Health Care: Other Products\Supplies
Invest: Other
Home Furnishings
Banks
Impostor: Government
Counterfeit Check Scams
Complaints
2,113
885
513
201
184
152
132
131
103
95
89
76
69
69
63
52
46
44
42
40
1Includes complaints where consumers reported the company country location as China, Japan, or Republic of Korea.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 33 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in EU Member States1
January 1 – December 31, 2013
Product or Service
Internet Auction
Shop-at-Home\Catalog Sales
Impostor: Family\Friend
Lotteries\Lottery Ticket Buying Clubs
Prizes\Sweepstakes\Gifts
Business Opportunities\Work-At-Home Plans
Employ Agencies\Job Counsel\Overseas Work
Office: Ad Space\Directory Listings
Foreign Money Offers
Advance-Fee Loans, Credit Arrangers
Property\Inheritance Tracers
Romance Scams
Real Estate (not Timeshares)
Counterfeit Check Scams
Internet Information Services
Invest: Other
Unsolicited Email
Computers: Equipment\Software
Spyware\Adware\Malware
Travel\Vacations
Complaints
2,997
1,745
975
717
705
694
657
644
615
566
444
431
431
340
285
262
258
220
169
160
1“EU Member States” includes complaints where consumers reported the company country location as Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden or United Kingdom. Note it is possible that not all countries have
complaints in the system for the period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 34 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in Latin America1
January 1 – December 31, 2013
Product or Service
Impostor: Family\Friend
Foreign Money Offers
Internet Auction
Lotteries\Lottery Ticket Buying Clubs
Prizes\Sweepstakes\Gifts
Advance-Fee Loans, Credit Arrangers
Shop-at-Home\Catalog Sales
Impostor: Government
Grants: Non-Educational
Travel\Vacations
Timeshare Sales
Romance Scams
Telemarketing Practices
Invest: Other
Employ Agencies\Job Counsel\Overseas Work
Real Estate (not Timeshares)
Impostor: Business
Business Opportunities\Work-At-Home Plans
Timeshare Resales
Unsolicited Email
Complaints
2,871
2,198
370
366
312
238
223
185
122
117
115
93
89
73
59
56
53
52
45
37
1“Latin America” includes complaints where consumers reported the company country location as Argentina, Bolivia, Brazil, Chile, Colombia,
Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, French Guiana, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay,
Peru, Saint Barthelemy, Saint Martin, Uruguay or Venezuela. Note it is possible that not all countries have complaints in the system for the
period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 35 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in the Middle East1
January 1 – December 31, 2013
Product or Service
Lotteries\Lottery Ticket Buying Clubs
Internet Auction
Romance Scams
Impostor: Family\Friend
Shop-at-Home\Catalog Sales
Foreign Money Offers
Office: Ad Space\Directory Listings
Prizes\Sweepstakes\Gifts
Employ Agencies\Job Counsel\Overseas Work
Business Opportunities\Work-At-Home Plans
Advance-Fee Loans, Credit Arrangers
Grants: Non-Educational
Counterfeit Check Scams
Impostor: Government
Internet Information Services
Invest: Other
Spyware\Adware\Malware
Unsolicited Email
Travel\Vacations
Computers: Equipment\Software
Complaints
167
142
136
126
124
110
88
87
77
64
48
46
38
31
30
27
24
21
21
<20
1“Middle East” includes complaints where consumers reported the company country location as Armenia, Azerbaijan, Bahrain, Gaza Strip,
Georgia, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Syria, Turkey, United Arab Emirates, West Bank or Yemen.
Note it is possible that not all countries have complaints in the system for the period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 36 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in South Asia1
January 1 – December 31, 2013
Product or Service
Advance-Fee Loans, Credit Arrangers
Grants: Non-Educational
Lotteries\Lottery Ticket Buying Clubs
Prizes\Sweepstakes\Gifts
Shop-at-Home\Catalog Sales
Computers: Equipment\Software
Internet Auction
Impostor: Government
Impostor: Business
Romance Scams
Invest: Other
Foreign Money Offers
Telemarketing Practices
Impostor: Family\Friend
Employ Agencies\Job Counsel\Overseas Work
Spyware\Adware\Malware
Internet Access Services
Third Party Debt Collection
Internet Information Services
Business Opportunities\Work-At-Home Plans
Complaints
1,243
796
521
414
365
272
271
256
216
199
174
148
127
119
114
85
68
59
53
43
1“South Asia” includes complaints where consumers reported the company country location as Afghanistan, Bangladesh, Bhutan, British Indian
Ocean Territory, India, Maldives, Nepal, Pakistan or Sri Lanka. Note it is possible that not all countries have complaints in the system for the
period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 37 of 45
Released August 2014
Top Products or Services in All Complaints
Reported Against Companies Located in Southeast Asia1
January 1 – December 31, 2013
Product or Service
Impostor: Family\Friend
Romance Scams
Advance-Fee Loans, Credit Arrangers
Business Opportunities\Work-At-Home Plans
Shop-at-Home\Catalog Sales
Internet Auction
Employ Agencies\Job Counsel\Overseas Work
Grants: Non-Educational
Foreign Money Offers
Lotteries\Lottery Ticket Buying Clubs
Prizes\Sweepstakes\Gifts
Counterfeit Check Scams
Impostor: Government
Real Estate (not Timeshares)
Invest: Other
Property\Inheritance Tracers
Housing
Computers: Equipment\Software
Unsolicited Email
Telemarketing Practices
Complaints
843
481
359
319
287
272
252
221
166
139
100
94
86
74
61
54
42
33
32
29
1“Southeast Asia” includes complaints where consumers reported the company country location as a member of the Association of Southeast
Asian Nations (ASEAN), which includes Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand and
Vietnam. Note it is possible that not all countries have complaints in the system for the period the report covers.
Note: Company country locations appear as reported by consumers and may not reflect where the company is actually located.
Federal Trade Commission
Page 38 of 45
Released August 2014
Econsumer Complaints
Top Consumer and Company Locations
January 1 – December 31, 2013
Consumer Location
United States
Australia
France
United Kingdom
Canada
Brazil
Israel
Argentina
India
Spain
Complaints
13,445
1,914
1,100
767
694
555
448
347
311
295
Company Location
United States
China
United Kingdom
India
Canada
Australia
France
Germany
Mexico
Spain
Complaints
4,731
3,996
1,213
469
285
264
246
220
158
144
Note: Consumer and company country locations appear as reported by consumers. Company country name may not reflect
where the company is actually located.
Federal Trade Commission
Page 39 of 45
Released August 2014
Top Products or Services for Econsumer Complaints1
January 1 – December 31, 2013
20%
15%
10%
7%
7%
5%
4%
3%
3%
3%
3%
Banks
Health
Care:
Other
Products\
Supplies
Jewelry\
Watches
0%
Shop-atHome\
Catalog
Sales
Internet
Auction
Computers:
Equipment\
Software
Credit
Cards
Telephone:
Other
Internet
Access
Services
1Percentages are based on the 23,437 econsumer complaints received from January 1 to December 31, 2013.
Top Products or Services for Econsumer Complaints
Calendar Years 2011 through 2013
Product or Service
Shop-at-Home\Catalog Sales
Internet Auction
Computers: Equipment\Software
Credit Cards
Telephone: Other
Internet Access Services
Banks
Health Care: Other Products\Supplies
Jewelry\Watches
Travel\Vacations
Business Opportunities\Work-At-Home Plans
Timeshare Sales
Cars
Internet Information Services
CY-2011
Complaints Percentages 2
1,886
9.3%
781
3.9%
1,175
5.8%
757
3.8%
602
3.0%
614
3.0%
381
1.9%
370
1.8%
269
1.3%
494
2.4%
445
2.2%
104
0.5%
320
1.6%
143
0.7%
CY-2012
Complaints Percentages 2
3,758
16.6%
1,171
5.2%
1,397
6.2%
1,299
5.8%
941
4.2%
730
3.2%
780
3.5%
490
2.2%
382
1.7%
504
2.2%
361
1.6%
759
3.4%
378
1.7%
385
1.7%
CY-2013
Complaints Percentages 2
3,460
14.8%
1,574
6.7%
1,545
6.6%
1,072
4.6%
922
3.9%
805
3.4%
628
2.7%
614
2.6%
608
2.6%
517
2.2%
478
2.0%
435
1.9%
417
1.8%
369
1.6%
2Percentages are based on the total number of econsumer complaints reported in each time period: CY-2011 = 20,179;
CY-2012 = 22,572; and CY-2013 = 23,437.
Federal Trade Commission
Page 40 of 45
Released August 2014
Top Law Violations for Econsumer Complaints1
January 1 – December 31, 2013
Other
24%
Merchandise or Service
Received Late
2%
Other Misrepresentation
19%
Merchandise or Service Not
in Conformity with Order
3%
Failure to Honor Warranty
or Guarantee
3%
Billed for Unordered
Merchandise or Service
4%
Unauthorized Use of
Identity\Account
Information
4%
Merchandise or Service
Never Received
16%
Defective\
Poor Quality
Cannot Contact Merchant
6%
8%
Failure to Honor Refund
Policy
11%
1Percentages are based on the 29,621 econsumer law violations reported from January 1 to December 31, 2013.
One complaint may have multiple law violations.
Top Law Violations for Econsumer Complaints
Calendar Years 2011 through 2013
Law Violation
Other Misrepresentation (Explain in Comment Field)
Merchandise or Service Never Received
Failure to Honor Refund Policy
Cannot Contact Merchant
Defective\Poor Quality
Unauthorized Use of Identity\Account Information
Billed for Unordered Merchandise or Service
Failure to Honor Warranty or Guarantee
Merchandise or Service Not in Conformity with Order
Merchandise or Service Received Late
CY-2011
CY-2012
CY-2013
Complaints 2 Percentages 3 Complaints 2 Percentages 3 Complaints 2 Percentages 3
5,170
20.3%
5,158
17.9%
5,691
19.2%
3,280
12.9%
4,167
14.5%
4,864
16.4%
2,280
8.9%
2,863
10.0%
3,248
11.0%
1,960
7.7%
2,268
7.9%
2,435
8.2%
1,683
6.6%
2,003
7.0%
1,886
6.4%
1,551
6.1%
1,402
4.9%
1,200
4.1%
997
3.9%
1,262
4.4%
1,088
3.7%
574
2.2%
786
2.7%
830
2.8%
661
2.6%
845
2.9%
822
2.8%
494
1.9%
545
1.9%
650
2.2%
2Number of complaints reporting each econsumer law violation in each time period.
The total number of law violations are more than the
number of complaints reported in each time period because one complaint may have multiple law violations. The total number of econsumer
complaints reported in each time period are: CY-2011 = 20,179; CY-2012 = 22,572; and CY-2013 = 23,437.
3Percentages are based on the total number of econsumer law violations reported in each time period: CY-2011 = 25,519;
CY-2012 = 28,752; and CY-2013 = 29,621. One complaint may have multiple law violations.
Federal Trade Commission
Page 41 of 45
Released August 2014
Appendix A1: The Consumer Sentinel Network
The Consumer Sentinel Network is a free, online database of consumer complaints available only to law
enforcement. It includes complaints about identity theft, fraud, financial transactions, debt collection,
and credit reports, among other subjects. The Consumer Sentinel Network is based on the premise that
sharing information can make law enforcement even more effective. To that end, the Consumer Sentinel
Network provides law enforcement members with access to consumer complaints provided directly to
the FTC, as well as to complaints shared by other data contributors.
www.FTC.gov/Sentinel
The Identity Theft Data Clearinghouse was launched in November 1999 and is the sole national repository
of consumer complaints about identity theft. The Clearinghouse provides specific investigative material
for law enforcement and broader reports that provide insight to both private and public sector partners on
ways to reduce the incidence of identity theft. Information in the Clearinghouse is available to law
enforcement members via the Consumer Sentinel Network. This access enables law enforcers to readily
spot local identity theft problems and to coordinate with other law enforcement officers where the data
reveals common schemes or perpetrators.
www.FTC.gov/idtheft
Econsumer.gov was created in April 2001 to gather and share cross-border e-commerce complaints to
respond to the challenges of multinational Internet fraud, and enhance consumer confidence in ecommerce. Through econsumer.gov, consumers can file cross-border consumer complaints online and
learn about alternative ways to resolve them. All information is available in English, French, German,
Japanese, Korean, Polish, Spanish, and Turkish. Using the existing Consumer Sentinel Network, the
incoming complaints are shared through the government website with participating consumer protection
law enforcers from 30 nations.
www.econsumer.gov
Federal Trade Commission
Page 42 of 45
Released August 2014
Appendix A2: Consumer Sentinel Network Major Data Contributors1
January 1 – December 31, 2013
1Percentages are based on the total number of Consumer Sentinel Network complaints (2,101,780) received between January 1 and December
31, 2013. The type of complaints provided by the organization is indicated in parentheses.
2For a list of Better Business Bureaus contributing to the Consumer Sentinel Network, see Appendix A4.
Federal Trade Commission
Page 43 of 45
Released August 2014
Appendix A3: Consumer Sentinel Network Data Contributor Details
January 1 – December 31, 2013
CY - 2011
Data Contributors
FTC - "877 ID THEFT"
FTC - "877 FTC HELP" (Fraud)
FTC - "877 FTC HELP" (Other)
FTC - Web Complaints IDT
FTC - Web Complaints Fraud
FTC - Web Complaints Other
Better Business Bureaus2
Internet Crime Complaint Center
PrivacyStar
Consumer Financial Protection Bureau
Green Dot
State Law Enforcement Agencies
CY - 2012
CY - 2013
Complaints Percentages 1 Complaints Percentages 1 Complaints Percentages 1
197,908
10%
261,180
12%
199,671
10%
132,235
7%
153,523
7%
161,146
8%
127,181
7%
99,855
5%
58,960
3%
65,895
3%
87,279
4%
71,895
3%
110,102
6%
117,296
6%
105,929
5%
156,169
8%
147,313
7%
105,425
5%
483,371
25%
439,007
21%
439,551
21%
264,896
13%
246,710
12%
302,381
16%
23,641
1%
151,801
7%
246,498
12%
149,781
7%
4,098
<1%
84,198
4%
78,103
4%
8
<1%
17,323
1%
79,542
4%
77,913
4%
65,978
3%
Ohio Attorney General
California Attorney General
North Carolina Department of Justice
Oregon Department of Justice
Indiana Attorney General
22,158
0
16,760
10,011
0
1%
0%
1%
1%
0%
18,950
4,194
17,277
1%
<1%
1%
15,454
11,239
10,695
7,763
4,612
Michigan Attorney General
Washington Attorney General
Tennessee Division of Consumer Affairs
7,559
12,206
3,272
<1%
1%
4,969
11,312
<1%
<1%
<1%
5,528
5,081
3,862
1%
0
0
<1%
0%
0%
0
1,513
0%
<1%
<1%
<1%
0%
0%
2,923
2,804
2,339
1,191
Louisiana Attorney General
Idaho Attorney General
2,331
309
0
0
South Carolina Department of Consumer Affairs
Colorado Attorney General
Montana Department of Justice
Mississippi Attorney General
Minnesota Department of Public Safety
2,863
775
842
683
900
<1%
<1%
<1%
<1%
<1%
1,172
2,962
68,953
14,296
54,657
Iowa Attorney General
Maine Attorney General
1%
1%
1%
<1%
<1%
<1%
<1%
<1%
<1%
1,141
<1%
<1%
975
363
652
72
<1%
<1%
<1%
837
757
750
<1%
<1%
<1%
<1%
<1%
<1%
581
508
288
<1%
<1%
<1%
4%
64,848
3%
63,714
3%
1%
3%
20,192
44,656
1%
2%
38,253
25,461
2%
1%
40,445
16,150
39,260
10,771
39,142
2%
1%
2%
1%
2%
50,468
20,448
21,505
11,128
40,935
2%
1%
1%
1%
2%
50,944
17,739
17,272
10,930
11,534
2%
1%
1%
1%
1%
National Consumers League
7,958
<1%
5,825
<1%
6,593
<1%
Canada Competition Bureau
4,568
<1%
3,975
<1%
2,435
<1%
Los Angeles County Department of Consumer Affairs
20
<1%
815
<1%
663
<1%
U.S. Department of the Treasury, Internal Revenue Service
52
<1%
365
<1%
635
<1%
0
0
0
0
25,639
905
0%
0%
0%
0%
1%
<1%
216
252
0
0
29,133
354
<1%
<1%
0%
0%
1%
<1%
629
126
124
110
3
216
<1%
<1%
<1%
<1%
<1%
<1%
MoneyGram International \ Western Union Money Transfer
MoneyGram International
Western Union Money Transfer
Publisher's Clearing House
Identity Theft Assistance Center
Canadian Anti-Fraud Centre
Lawyers' Committee for Civil Rights
Others
Financial Fraud Enforcement Task Force
Privacy Rights Clearinghouse
U.S. Department of Health and Human Services
U.S. Senate Special Committee on Aging
U.S. Postal Inspection Service
Other Data Contributors
Total Number of Complaints
1,897,252
2,110,916
2,101,780
1Percentages are based on the total number of CSN complaints: CY-2011 = 1,897,252; CY-2012 = 2,110,916; and CY-2013 = 2,101,780.
2For a list of Better Business Bureaus contributing to the Consumer Sentinel Network, see Appendix A4.
Federal Trade Commission
Page 44 of 45
Released August 2014
Appendix A4: Consumer Sentinel Network
Better Business Bureau Data Contributors
January 1 – December 31, 2013
Alabama, Birmingham
Alabama, Huntsville
Alabama, Mobile
Alberta, Calgary (Canada)
Alberta, Edmonton (Canada)
Arizona, Phoenix
Arizona, Tucson
Arkansas, Little Rock
British Columbia, Vancouver (Canada)
British Columbia, Victoria (Canada)
California, Colton (Southland)
California, Fresno
California, Los Angeles
California, Oakland
California, Sacramento
California, San Diego
California, San Jose (Silicon Valley)
California, Santa Barbara (Tri-Counties)
Colorado, Colorado Springs
Colorado, Denver
Colorado, Fort Collins
Connecticut, Wallingford
Delaware, Wilmington
District of Columbia, Washington
Florida, Clearwater
Florida, Jacksonville (Northeast Florida)
Florida, Orlando
Florida, Pensacola
Florida, West Palm Beach
Georgia, Atlanta, Athens and Northeast Georgia
Georgia, Columbus
Georgia, Macon
Hawaii, Honolulu
Idaho, Boise
Illinois, Chicago
Illinois, Peoria
Indiana, Evansville
Indiana, Fort Wayne
Indiana, Indianapolis
Federal Trade Commission
Iowa, Des Moines
Kentucky, Lexington
Kentucky, Louisville
Louisiana, Baton Rouge
Louisiana, Lafayette (Acadiana)
Louisiana, Lake Charles
Louisiana, Monroe
Louisiana, New Orleans
Louisiana, Shreveport
Manitoba, Winnipeg (Canada)
Maryland, Baltimore
Massachusetts, Boston
Massachusetts, Worchester
Michigan, Detroit (Eastern)
Michigan, Grand Rapids
Minnesota, Saint Paul
Mississippi, Jackson
Missouri, Kansas City
Missouri, Saint Louis
Missouri, Springfield
Nebraska, Omaha
Nevada, Las Vegas
Nevada, Reno
New Hampshire, Concord
New Jersey, Trenton
New Mexico, Albuquerque
New York, Buffalo
New York, New York City
North Carolina, Asheville
North Carolina, Charlotte
North Carolina, Greensboro
North Carolina, Raleigh
North Carolina, Winston-Salem
Nova Scotia, Halifax (Canada)
Ohio, Akron
Ohio, Canton
Ohio, Cincinnati
Ohio, Cleveland
Ohio, Columbus
Page 45 of 45
Ohio, Dayton
Ohio, Lima
Ohio, Toledo
Ohio, Youngstown
Oklahoma, Oklahoma City
Oklahoma, Tulsa
Ontario, London (Canada)
Ontario, Ottawa (Canada)
Pennsylvania, Pittsburgh
Saskatchewan, Regina (Canada)
South Carolina, Columbia
South Carolina, Greenville
South Carolina, Myrtle Beach
Tennessee, Chattanooga
Tennessee, Knoxville
Tennessee, Memphis
Tennessee, Nashville
Texas, Abilene
Texas, Amarillo
Texas, Austin
Texas, Beaumont
Texas, Brazos Valley (Bryan)
Texas, Dallas
Texas, El Paso
Texas, Fort Worth
Texas, Houston
Texas, Lubbock (South Plains)
Texas, San Angelo
Texas, Tyler
Texas, Wichita Falls
Utah, Salt Lake City
Virginia, Norfolk
Virginia, Richmond
Virginia, Roanoke
Washington, DuPont
Washington, Spokane
Wisconsin, Milwaukee
Released August 2014
This is a copy of a public record, reproduced as it was published. It is not legal advice, and it may not be the version a court would rely on. Check the official source before you cite it.