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A company will not respond: what to do next

Follow up, then escalate

Silence is common, and you still have options. Build a record first, then move up the chain.

Step 1: Follow up in writing

Send a second letter that refers to the first, with the date and how you sent it. Repeat what you want and set a firm date for an answer. Send it by certified mail with a return receipt, and keep copies.

Step 2: Keep a record

Save every letter, receipt, screenshot and the date, time and name from each phone call. A clear timeline is your best tool in any later step.

Step 3: Escalate

• State attorney general or consumer protection office. The FTC suggests this if you suspect fraud or dishonesty.
• CFPB, for banks, credit cards, loans, credit reports and other financial products. The CFPB sends your complaint to the company, which generally responds within 15 days. In some cases the company says its response is in progress and gives a final response within 60 days. You then have 60 days to give feedback on the response.
• FTC at ReportFraud.ftc.gov. The FTC does not resolve individual reports, but reports help law enforcement spot patterns.
• Your card issuer, if you paid by credit card. Ask how to dispute the charge.

Step 4: Consider the next level

If a lot of money is at stake, you may also look at small claims court or a lawyer. Court deadlines vary by state, so do not wait too long. A demand letter is often the step before that.

Sources

• FTC: How to write a complaint letter
• CFPB: How the complaint process works

This guide is general information, not legal advice. WriteMyReply is not a law firm. Rules and deadlines vary by state and by situation, so the letter you received and your own records control.