Division of Public Service and Division of State Helped Extra Than 71,000 New Yorkers With Complaints in 2024, Accumulating an Further $17.3 Million for Shoppers
State Companies Element How They Straight Help Shoppers; Launch High 5 Classes of Shopper Safety Complaints Acquired in 2024
Builds on Governor Hochul’s Ongoing Efforts To Strengthen Shopper Protections, Together with Suite of Proposals in FY26 Government Finances
New Yorkers Can File a Grievance on the DFS Web site
In honor of Nationwide Shopper Safety Week, Governor Kathy Hochul right now introduced that the New York State Division of Monetary Companies, Division of Public Service and the New York Division of State’s Division of Shopper Safety secured greater than $245 million in recoveries and restitution for New Yorkers in 2024. This builds on efforts by the Division of Public Service and the New York Division of State’s Division of Shopper Safety, which assisted 71,000 New York households with quite a lot of client safety issues, returning $17.3 million to shoppers in 2024, up greater than 78 p.c from $9.7 million in 2023. These efforts replicate the Governor’s ongoing dedication to client safety and affordability, together with strengthening oversight of monetary merchandise, cracking down on predatory charges and making certain transparency in rising lending fashions. Governor Hochul additionally proposed a collection of client safety gadgets in her State of the State and FY26 Government Finances that search to guard shoppers procuring on-line, crack down on exploitative practices and regulate rising industries.
“The federal authorities could also be taking purpose at client safety laws, however New York State is doubling down — recovering greater than $245 million in 2024,” Governor Hochul mentioned. “I’m combating to place more cash in New Yorkers’ pockets, and meaning taking a tough line towards fraud, deception and predatory pricing practices that make it more durable for households to get by.”
New York State Division of Monetary Companies (DFS)
DFS’s Shopper Help Unit (CAU) performs a important position in defending New Yorkers, addressing greater than 46,000 complaints in 2024 alone. The CAU works immediately with shoppers to resolve disputes, examine declare denials and maintain monetary establishments accountable. New Yorkers who want help with disputes involving banks, insurance coverage firms or different monetary service suppliers can go to dfs.ny.gov/grievance or name (800) 342-3736.
As monetary companies quickly change, Governor Hochul is making certain client protections hold tempo with innovation. This contains addressing rising dangers in Purchase Now, Pay Later (BNPL) applications and unfair overdraft charges, each of that are key priorities of her FY26 Government Finances.
BNPL companies have surged in recognition, with U.S. shoppers spending $18.2 billion by means of these applications throughout the 2024 vacation season. Whereas they provide flexibility, they usually lack clear reimbursement phrases and client protections present in conventional credit score merchandise. To shut these gaps, Governor Hochul’s FY26 Government Finances advances measures to deliver BNPL suppliers beneath correct oversight by DFS, making certain transparency and truthful lending practices.
On the identical time, DFS lately proposed new laws to curb unfair overdraft charges. These laws, which align with the Governor’s broader client safety agenda, would be sure that shoppers aren’t charged for minor transactions and obtain well timed notifications to enhance transparency and equity in banking.
New York State Division of Monetary Companies Superintendent Adrienne A. Harris mentioned, “At DFS, defending shoppers is on the core of what we do. Recovering report quantities for New Yorkers every year displays our dedication to making sure equity, transparency, and accountability in monetary companies.”
New York State Division of Public Service (DPS)
DPS fielded greater than 42,000 client grievance calls, dealt with roughly 20,000 client inquiries and complaints, and returned almost $13 million in utility client refunds, a rise of 75 p.c from 2023.
In 2024, the Public Service Fee levied $23.5 million in monetary penalties towards 5 utilities for failing to fulfill 2023 customer support requirements. The Fee additionally secured $115 million cumulatively from utility shareholders in enforcement proceedings towards utilities that violated the Public Service Regulation, or laws.
On this yr’s State of the State, the Governor has proposed closing a loophole that doesn’t obligate Vitality Service Corporations to return unclaimed funds to New Yorkers. As soon as enacted, this proposal will guarantee New Yorkers are in a position to obtain each penny owed to them.
The DPS Workplace of Shopper Companies displays the quantity and forms of complaints acquired towards all utilities working in New York State to make sure that utilities fulfill their obligation to supply efficient customer support in compliance with the legal guidelines, guidelines, laws and insurance policies. Every month, the Workplace makes public an in depth overview of grievance exercise and utility responsiveness that’s informative to each shoppers and utility firms (go to dps.ny.gov and seek for matter no. 19-00950).
New York State Public Service Fee Chair Rory M. Christian mentioned, “The PSC and Division of Public Service are dedicated to defending New Yorkers by making certain all industries we regulate are in full compliance with client safety legal guidelines and laws. Inaccurate utility billing can result in important buyer overcharges, which the Division works to get refunded again to affected prospects.”
New York State Division of State (DOS)
The New York State Division of Shopper Safety offers schooling, advocacy and mediation companies to assist shoppers make knowledgeable selections and shield themselves from fraud and unfair enterprise practices.
DOS assisted almost 29,000 New York households with quite a lot of market disputes, returning greater than $2.3 million to shoppers. As well as, DOS’s Do Not Name investigation and enforcement work resulted in settlements with seven telemarketing firms and the gathering of almost $1.2 million in fines in 2024, and it superior value efficient and high quality electrical, fuel, phone and cable service by representing shoppers at 23 utility charge and coverage proceedings earlier than State and federal regulators.
The highest 5 classes of client complaints acquired by DOS in 2024:
- Refunds/Retailer Coverage: Complaints associated to refunds and retailer insurance policies, together with return insurance policies, restocking charges and refunds for broken items.
- Orders/Deliveries: Complaints associated to the order and supply of products bought, together with lacking gadgets, incorrect gadgets acquired, late or delayed supply or gadgets by no means shipped.
- Merchandise/Product: Complaints associated to merchandise or merchandise that didn’t meet shoppers’ expectations.
- Credit score Playing cards: Complaints associated to inaccurate fees, billing, card advantages and unlawful surcharges.
- Journey: Complaints associated to journey and tour reservations, journey brokers, lodging and lodging, and transportation together with airways, cruises and rental automobiles.
As a part of this yr’s State of the State, Governor Hochul proposed laws to require retail sellers to supply a minimal 30-day return window for numerous merchandise until in any other case specified. Moreover, Governor Hochul proposed first-in-the-nation laws that requires companies to inform web shoppers when costs are set based mostly on their private information. To additional shield shoppers, Governor Hochul proposed further laws to make sure cancellation processes are easy, clear and truthful, making certain that it’s simply as simple to cancel a subscription because it was to enroll.
The DOS Division of Shopper Safety’s mission is to help, shield, educate and characterize shoppers in an ever-changing financial system. The Division of Shopper Safety works laborious to help people aggrieved within the market by means of its grievance mediation efforts, together with educating the general public on market scams, and advocating shoppers’ curiosity earlier than legislative and regulatory our bodies.
New York State Secretary of State Walter T. Mosley mentioned, “The Division of State’s Division of Shopper Safety is proud to have helped return over $2.3 million to New Yorkers and can proceed to guard shoppers from misleading and harmful enterprise practices in items and companies. We’re working each day to teach the general public concerning the newest scams, tips on how to store good to guard their cash and keep knowledgeable of their rights with a view to create a extra economically reasonably priced and equitable New York.”
Via these initiatives, Governor Hochul reaffirms her dedication to empowering and defending New Yorkers, making certain a good, clear and safe monetary market for all.
Free of charge client help, go to dos.ny.gov/consumer-protection or name the Shopper Help Helpline at (800) 697-1220.
State Senator Rachel Could mentioned, “Our Division of Monetary Companies has recovered hundreds of thousands of {dollars} for shoppers, demonstrating our dedication to defending New Yorkers from scams. I wish to thank Governor Hochul for her dedication to stopping exploitation within the market. As chair of the Shopper Safety Committee, I share this dedication and can work to advertise a good financial system the place shoppers get what they pay for and the place unhealthy actors are held accountable.”
Assemblymember Nily Rozic mentioned, “Returning over $245 million to shoppers and well being care suppliers is a important step in defending New Yorkers from monetary hurt. Unfair charges and predatory practices create actual obstacles to monetary stability, making it more durable for individuals to get forward and even keep afloat. By making certain equity and transparency, these efforts will assist ease that burden and construct a stronger, extra equitable monetary system.”
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