Consumer Protection

HomeOptions must terminate all liens and contracts in California and pay over $570,000 in penalties and restitution to homeowners 

OAKLAND — California Attorney General Rob Bonta today announced reaching a settlement with HomeOptions, a realty company based in Oakland that engaged in a predatory real estate scheme impacting over 500 California homeowners, and its Chief Executive Officer. In partnership with Napa County District Attorney Allison Haley and Santa Barbara County District Attorney John T. Savrnoch, Attorney General Bonta launched an investigation into HomeOptions that found the company lured financially vulnerable homeowners with an immediate payment of a couple hundred to a couple thousand dollars in exchange for the exclusive right to be the homeowner’s real estate listing agent for the next 20 years, entered into unlawful contracts with those homeowners, deceptively recorded liens against the homeowners’ homes, and forced homeowners to pay tens of thousands of dollars in illegal fees to remove those liens so that they could transfer title or obtain home loans. HomeOptions misrepresented the nature of its agreements, included unlawful breach and early termination penalty terms in its contracts, and violated California’s Real Estate Law, state and federal telemarketing laws, and federal lending laws. As part of the settlement, HomeOptions has agreed to terminate all liens and contracts in California, pay full restitution to victims, and pay civil penalties. 

“HomeOptions’ business practices can be summed up in one word: predatory. This settlement holds the company accountable and provides immediate relief to California homeowners,” said Attorney General Bonta. “Homeowners will regain full control over their homes, without having to worry about a HomeOptions lien ever again. And homeowners who have already paid early termination penalties to HomeOptions will get all of their money returned. Let there be no doubt that, in California, we will enforce the law against unscrupulous businesses that exploit vulnerable consumers.”

“Napa will not stand mute to the predation of those who victimize our citizenry,” said Napa County District Attorney Allison Haley. “I am gratified that by our action, all the exclusive listing agreements with California consumers are rendered void and unenforceable.”

“Homeowners are entitled to be safe in their homes and not fall prey to scams intended to extract their home equity,” said Santa Barbara County District Attorney John Savrnoch. “This settlement rightly provides full restitution to all victims and prevents HomeOptions and its CEO from engaging in these practices again.” 

The settlement announced today requires HomeOptions to: 

• Terminate all liens that it recorded on California homeowners’ homes. Because these liens clouded title, homeowners often could not transfer title or obtain home loans without paying HomeOptions to terminate those liens. By requiring termination of all liens, the settlement will likely save impacted homeowners tens of thousands of dollars each.
• Void all contracts that it entered into with California homeowners. These contracts required homeowners to pay steep fees if they did not use HomeOptions real estate agents. By voiding these contracts and requiring HomeOptions to stop any enforcement or collection efforts on these contracts, the settlement allows homeowners to list their homes with any real estate agent of their choosing and releases them from all obligations and payments to HomeOptions.
• Pay full restitution, totaling over $400,000, to homeowners who previously paid HomeOptions illegal fees, including to remove their liens.
• Pay approximately $170,000 in civil penalties.

California has passed legislation to prohibit predatory schemes like the one HomeOptions engaged in. On October 8, 2023, Governor Gavin Newsom signed into law AB 1345, which Attorney General Bonta sponsored and went into effect on January 1, 2024. AB 1345 imposes a two-year limit on residential exclusive listing agreements and prohibits the filing of those agreements with a county recorder. HomeOptions ceased entering into California homeowner agreements in 2024. 

A copy of the complaint can be found here. A copy of the stipulated judgment can be found here.

OAKLAND — California Attorney General Rob Bonta today issued the following statement in response to a court granting a preliminary injunction in National Treasury Employees Union v. Vought, a lawsuit challenging the Trump Administration’s efforts to dismantle the Consumer Financial Protection Bureau (CFPB). The decision prevents the Trump Administration from further demolishing the agency vital to federal consumer protections while litigation in this case proceeds. Last month, Attorney General Bonta joined a coalition of attorneys general in submitting an amicus brief arguing that the shuttering of the CFPB would cause catastrophic harm to consumer protections nationwide and leave state agencies with the sole responsibility to protect consumers from conduct regulated by the CFPB. 

“The CFPB is the top cop protecting American families who want to buy a home and people who want to borrow money to buy a car or attend college. The CFPB is for everyone. This agency fights for hardworking people who don’t want to get cheated by big banks and predatory lenders and protects a level playing field where businesses can succeed on merit rather than by cutting corners and cheating their customers,” said Attorney General Bonta. “The court order today prevents the Trump Administration from continuing its illegal attempt to destroy the agency looking out for consumers across the country. I celebrate this early win and will continue to use the power of my office to advocate for essential consumer protections nationwide.”

OAKLAND — California Attorney General Rob Bonta today issued a statement after Congress overturned a Consumer Financial Protection Bureau (CFPB) rule that would have limited overdraft fees to $5. Currently, banks usually charge $35 for an overdraft. The rule was expected to have saved Americans billions of dollars each year. 

“Congress just voted to increase bank fees, overturning a CFPB rule that would have saved hardworking American families billons a year — this directly harms consumers already struggling with affordability and the ripples of inflation,” said Attorney General Bonta. “Let me be clear: by allowing big banks to charge high overdraft fees, Congress is paving the way for wealthy banks to get wealthier, and for working class people to be squeezed even further.”

Overdraft fees can lead to substantial financial losses for families and turn setbacks into crises. California consumers paid an estimated $200 million in overdraft fees in 2022, with the financial burden disproportionately falling on low-income consumers and consumers of color. Meanwhile, financial institutions nationwide generated over $7.7 billion in revenue from overdraft fees and non-sufficient funds fees in 2022. 

Attorney General Bonta has been a steadfast advocate for consumer protections, including limiting overdraft fees. 

• Last month, Attorney General Bonta filed amicus briefs (here and here) in lawsuits challenging the Trump Administration’s efforts to dismantle the CFPB, arguing that the shuttering of the agency would cause catastrophic and irreparable harm to consumers nationwide.
• In April 2024, Attorney General Bonta supported a rule that would close a regulatory loophole that enables banks to extract billions of dollars from consumers by charging overdraft fees without adequately disclosing basic credit terms.
• In February 2024, Attorney General Bonta warned smaller banks and credit unions that overdraft fees disproportionally penalize lower-income consumers and consumers of color, and may violate consumer protection laws.

AB 1248 seeks to protect tenants from unfair and unpredictable fees  

OAKLAND — California Attorney General Rob Bonta, Assemblymember Matt Haney (D-San Francisco), and a prominent coalition of organizations today unveiled Assembly Bill 1248 (AB 1248), legislation that seeks to protect tenants from unpredictable and costly housing fees. In recent years, some landlords have adopted the practice of charging separate piecemeal fees in addition to the rent, which can cost tenants hundreds of dollars more each month on top of the base rent. This practice hinders tenants’ financial stability and ability to budget for housing and other needs — and hurts landlords who do not charge these fees by putting them at a competitive disadvantage and creating an unfair marketplace. The practice of charging separate piecemeal fees has become even more rampant since the enactment of California’s Tenant Protection Act (TPA), which provides statewide rent-increase protections. AB 1248 aims to prevent landlords from unbundling housing services — many of which have traditionally been covered by rent — and then charging additional, often mandatory, fees for those services. AB 1248 makes clear that landlords cannot play games with state rent caps by charging fees that amount to shadow rent increases or advertise a deceptively low rent. By prohibiting added fees, AB 1248 will help ensure that tenants’ housing payments remain stable and predictable, and that people can compare true costs when searching for housing within their budget. 

“When landlords tack on fees on top of rent it makes it almost impossible for families to compare housing costs or plan for monthly expenses. As it stands, the scarcity and high cost of housing means California's 17 million renters spend a significant portion of their paychecks on rent, with an estimated 150,000 people at risk of eviction any given month,” said Attorney General Rob Bonta. “The price of housing should be clear to California tenants in the same way that the cost of a concert ticket or a hotel is clear to California consumers. I thank Assemblymember Haney for introducing legislation to ensure California tenants receive the full protection afforded to them by the Tenant Protection Act. AB 1248 will help Californians’ housing payments remain straightforward, stable, and predictable.”

“Housing costs in California are already high, and added fees only make it harder for renters to budget and stay financially stable. These unfair and unpredictable costs are nothing more than a scam that drives up housing expenses and leaves tenants paying far more than they expected,” said Assemblymember Matt Haney (D-San Francisco). “AB 1248 ensures fairness by making sure the rent tenants agree to is the rent they actually pay. This bill will help protect Californians from misleading pricing practices and create a more honest and predictable rental market."

"Unfair fees in the rental housing market have exploded in recent years — far too many consumers feel the crushing burden of all these unpredictable fees on a monthly basis," said Robert Herrell, Executive Director of the Consumer Federation of California. "This bill by Assemblymember Haney will dramatically improve consumer protections so renters don't get taken advantage of. We are proud to co-sponsor this bill with Attorney General Bonta and other leading consumer housing advocates."

“Low-income renters need certainty in their monthly rent payments. Most of these tenants are already severely rent-burdened and struggling to retain their housing. The exploitive practice of adding on fees after a lease has already been signed or charging for services that had previously been included in rent makes it even harder for people to stay housed,” said Brian Augusta, Legislative Advocate, California Rural Legal Assistance Foundation. “We are proud to co-sponsor this measure with the Attorney General and the Consumer Federation and thank Assemblymember Haney for authoring it.” 

Co-authored by Attorney General Bonta during his time as a state assemblymember, the Tenant Protection Act (TPA) was signed into law by Governor Gavin Newsom in 2019. It created significant statewide protections for most tenants, including by limiting rent increases and prohibiting landlords from evicting tenants without just cause. Under the TPA, landlords cannot raise the gross rental rate more than 10% total or 5% plus the percentage change in the cost of living – whichever is lower – over a 12-month period.

Particularly since enactment of the TPA, an increasing number of landlords, including large corporate landlords, are charging tenants a proliferation of separate fees, including for services that should be and have historically been covered by the rent. For example, some landlords charge monthly fees for pest control, “trash concierge” services, and Ratio Utility Billing System (RUBS) fees where tenants are charged for a portion of the building’s utilities, like water and sewer, based on a complex formula with little transparency and that landlords can often change at any time, resulting in charges that can vary widely from month to month. These fees can add up to hundreds of dollars each month on top of rent.

By engaging in this practice, these landlords place significant burdens on tenants, including uncertainty about monthly housing costs due to variable or increasing fees, and create an unfair and confusing marketplace for prospective tenants and honest landlords — particularly small “mom and pop” landlords — who don’t engage in this deceptive pricing practice. If the combination of rent increases and new fees exceed the TPA’s rent cap, these landlords are also violating California law. 

With the number of various fee and fee increases, it may be difficult for tenants to keep track of their monthly payments. When a landlord applies a tenant’s payment to late fees or other obligations before applying it to the rent and then charges a late fee because they consider the rent to not be fully paid, it can create a spiral of rent debt for the tenant, which increases the risk of eviction for nonpayment of rent.

 AB 1248 would: 

• Require landlords to include all costs in the rent rather than charging separate fees.
• Create more predictable housing costs for existing tenants by preventing landlords from adding new fees during a tenancy.
• Require landlords to apply a tenant’s rent payment to their rent first, which will help prevent landlords from creating a debt spiral for tenants.

Text of this legislation can be found here.

Californians have the right to direct the company to delete their genetic data 

OAKLAND — California Attorney General Rob Bonta today issued a consumer alert to customers of 23andMe, a genetic testing and information company. The California-based company has publicly reported that it is in financial distress and stated in securities filings that there is substantial doubt about its ability to continue as a going concern. Due to the trove of sensitive consumer data 23andMe has amassed, Attorney General Bonta reminds Californians of their right to direct the deletion of their genetic data under the Genetic Information Privacy Act (GIPA) and California Consumer Privacy Act (CCPA). Californians who want to invoke these rights can do so by going to 23andMe's website. 

“California has robust privacy laws that allow consumers to take control and request that a company delete their genetic data,” said Attorney General Bonta. “Given 23andMe’s reported financial distress, I remind Californians to consider invoking their rights and directing 23andMe to delete their data and destroy any samples of genetic material held by the company.” 

To Delete Genetic Data from 23andMe:

1. Consumers can delete their account and personal information by taking the following steps:
2. Log into your 23andMe account on their website. 
3. Go to the “Settings” section of your profile.
4. Scroll to a section labeled “23andMe Data” at the bottom of the page. 
5. Click “View” next to “23andMe Data”
6. Download your data: If you want a copy of your genetic data for personal storage, choose the option to download it to your device before proceeding.
7. Scroll to the “Delete Data” section. 
8. Click “Permanently Delete Data.” 
9. Confirm your request: You’ll receive an email from 23andMe; follow the link in the email to confirm your deletion request.

To Destroy Your 23andMe Test Sample:

If you previously opted to have your saliva sample and DNA stored by 23andMe, but want to change that preference, you can do so from your account settings page, under “Preferences.”

To Revoke Permission for Your Genetic Data to be Used for Research:

If you previously consented to 23andMe and third-party researchers to use your genetic data and sample for research, you may withdraw consent from the account settings page, under “Research and Product Consents.”

Under GIPA, California consumers can delete their account and genetic data and have their biological sample destroyed. In addition, GIPA permits California consumers to revoke consent that they provided a genetic testing company to collect, use, and disclose genetic data and to store biological samples after the initial testing has been completed. The CCPA also vests California consumers with the right to delete personal information, which includes genetic data, from businesses that collect personal information from the consumer.   

To learn more about the CCPA, please visit here.  

 Offers tips to Californians amid tax season 

OAKLAND — California Attorney General Rob Bonta today issued a consumer alert urging Californians to learn about free or low-cost tax filing options. As Tax Day approaches, many Californians may seek out assistance with filing their state and federal tax returns. Through the IRS Direct File and CalFile programs, eligible California taxpayers can file their 2024 federal and state taxes for free.  

“For many families, tax season brings an opportunity to get a catch up on bills, build some financial breathing room for emergencies, or finally take the car in for repairs,” said Attorney General Bonta. “Many consumers turn to third-party tax preparation services for help filing their tax returns and too often wind up paying when they could file for free. To keep more of their hard-earned money in their pockets, I encourage Californians to file early and find out if they qualify for free tax help.”

IRS Direct File and CalFile allow eligible taxpayers to file federal and state tax returns, respectively, free of charge, quickly, and securely. By removing barriers to filing, these programs may allow consumers to get tax refunds and claim critical tax benefits like California’s Earned Income Tax Credit and Young Child Tax Credit. After completing their federal return with IRS Direct File, California taxpayers are provided a link to CalFile to complete their state tax return for free.

• IRS Direct File is a free service that allows eligible taxpayers to electronically file their federal tax returns directly with the IRS. To see if you qualify, check here. 
• Franchise Tax Board’s CalFile is California's free e-filing service for state tax returns. The FTB’s CalFile program allows qualified individuals to quickly e-file their state tax return directly to the FTB, free of charge. To see if you qualify, check here.  

MORE TAX PREPARATION RESOURCES: 

• The IRS Volunteer Income Tax Assistance program provides free tax help to people who make $64,000 or less annually, persons with disabilities, and people who do not understand English well. The Tax Counseling for the Elderly program offers free tax help for all taxpayers, particularly those over 60, specializing in questions about pensions and retirement-related issues. More information on these programs is available here.
• More Cash in your Pocket: You may qualify for cash back or a reduction of the tax you owe under the Earned Income Tax Credit and the California Earned Income Tax Credit programs.
• Need more time to prepare? You can use IRS Free File to electronically request an automatic tax-filing extension, regardless of your income. You will then have until October 15 to file a return. More information on how to request an extension can be found on the IRS website.
• Find a Reputable Tax Preparer: If you decide to hire a tax preparer, make sure your tax preparer is reputable and qualified to provide tax services. In California, only an attorney, certified public accountant (CPA), IRS-enrolled agent, or registered-tax preparer can prepare tax returns for a fee. To confirm whether a tax preparer is registered with the IRS, check here. 

If you believe you have been the victim of a tax-related scam or other misconduct, you can file a complaint with our office at oag.ca.gov/report or with the IRS. 

To learn about how to protect yourself and your loved ones against fraud, visit our website at https://oag.ca.gov/consumers/general/taxes. 

Location data can be used to track people’s precise movements — without them realizing 

OAKLAND — California Attorney General Rob Bonta today announced an ongoing investigative sweep into the location data industry, sending letters to advertising networks, mobile app providers, and data brokers that appear to be in violation of the California Consumer Privacy Act (CCPA). Some Mobile apps collect vast amounts of detailed data on consumers’ location and share this information with advertising networks and data brokers, which further sell and disseminate the data. This enforcement sweep focuses on how covered businesses offer and effectuate consumers’ right to stop the sale and sharing of personal information and right to limit the use of their sensitive personal information, which includes geolocation data. The letters issued as part of the sweep announced today notify recipients of a potential violation of CCPA requirements and request additional information regarding the recipient’s business practices. The risk posed by the widespread collection and sale of location data has become immediately and particularly relevant given federal threats to California's immigrant communities, and to reproductive and gender-affirming healthcare. 

“Every day, we give off a steady stream of data that broadcasts not only who we are, but where we go. This location data is deeply personal, can let anyone know if you visit a health clinic or hospital, and can identify your everyday habits and movements,” said Attorney General Bonta. “California boasts the nation’s most robust privacy protection law, and businesses that collect consumer data must follow the law. Given the federal assaults on immigrant communities, as well as gender-affirming healthcare and abortion, businesses must take the responsibility to protect location data seriously.”

Location data can be used to track individuals’ movements or identify them with precision — including when they visit sensitive locations and where they live. A wide variety of third-party apps collect location data from mobile devices and consumers may share this data without realizing it. Because location data could be weaponized to locate individuals offline, businesses should be keenly aware of their responsibilities to protect this data and ensure consumers understand their rights.   

The CCPA

The California Consumer Privacy Act is a landmark law that secures increased privacy rights for California consumers, such as the right to know how businesses collect, share, and disclose their personal information. Businesses that are subject to the CCPA have specific responsibilities, including responding to consumer requests to exercise these rights and giving consumers certain notices explaining their privacy practices. Under the CCPA, Californians can direct businesses to only use their sensitive personal information for limited purposes, such as providing consumers with the services they requested. Geolocation data is included in the CCPA's definition of sensitive personal information.

Your Right to Opt Out

Under the CCPA, California consumers have the right to request that businesses stop selling or sharing personal information, known as the right to “opt-out.”  With some exceptions, businesses cannot sell or share your personal information after they receive your opt-out request unless you later provide authorization allowing them to do so again. Businesses must wait at least 12 months before asking you to opt back in to the sale or sharing of your personal information. On mobile devices, consumers must be able to opt out through links or settings available in the apps they download.

Limit your Mobile Devices’ Tracking Features 

In addition to opting-out, consumers can limit the amount of location data shared from their mobile devices by reviewing which apps have access to location data and adjusting location permissions in your phone or device settings.

• For Android users, go to Settings > Personal > Location Access > App location permissions. Then, tap on the app to change permissions.
• For Apple users, go to Settings > Privacy > Location Services. Then, tap on the app to change permissions. 

Consumers can also disable the mobile advertising identifier (mobile ad ID) on your phone and mobile device. A mobile ad ID is a unique identifier associated with your phone that is used to track your online activity.  

• For Android users, go to Settings > Privacy > Ads. Tap “Delete advertising ID,” then tap it again on the next page. 
• For Apple users, go to Settings > Privacy > Tracking. Then set “Allow apps to Request to Track” toggle to the “off” position. Also, go to Settings > Privacy > Apple Advertising. Then set “Personalized Ads” toggle to the “off” position.  

Wi-Fi and Bluetooth settings may also inadvertently reveal the location of consumers; to limit this risk consumers can: 

• Turn Bluetooth off on their mobile devices when not in use and use it in “hidden” mode rather than “discoverable” mode. 
• Be careful about connecting to public WiFi — consider adjusting device settings so your device does not automatically connect. 
• Consider disabling WiFi to avoid inadvertently putting your sensitive information stored on your device and in online accounts at risk.

To learn more about consumer rights under the CCPA, please visit here. 

OAKLAND — California Attorney General Rob Bonta today issued a consumer alert following Governor Gavin Newsom’s Executive Order N-23-25, which extends certain price gouging protections in response to the Los Angeles fires. In today’s alert, Attorney General Bonta reminds all Californians that price gouging during a state of emergency is illegal under Penal Code Section 396. Californians who believe they have been the victim of price gouging should report it to their local authorities, or to the Attorney General at oag.ca.gov/report or by calling (800) 952-5225. To view a list of all price gouging restrictions currently in effect as a result of proclamations by the Governor, please see here.

“Governor Newsom’s executive order extends protections for Californians who are still reeling from the damage caused by the Los Angeles fires. State and local law enforcement across California will continue to use the full force of the law to go after people who illegally price gouge,” said Attorney General Bonta. “To build strong cases, I urge existing and prospective tenant victims to report price gouging to local authorities, or to my office at oag.ca.gov/report or by reaching out to our hotline at (800) 952-5225.”

Among other actions, the executive order issued today extends price gouging protections to July 1, 2025, for hotels, motels, and rental housing and includes prohibitions on evictions of tenants to relist the rental at a higher rate. The order retains exemptions for large homes in specified zip codes with high fair market values and which have not recently been on the rental market to help ensure they are available for rental during recovery efforts. The order also exempts newly constructed housing to increase housing supply by enabling pricing flexibility for these new buildings that face higher financing costs.

To read the executive order in its entirety, please see here. 

California law generally prohibits charging a price that exceeds, by more than 10%, the price a seller charged for an item before a state or local declaration of emergency. For items a seller only began selling after an emergency declaration, the law generally prohibits charging a price that exceeds the seller's cost of the item by more than 50%. This law applies to those who sell food, emergency supplies, medical supplies, building materials, and gasoline. The law also applies to repair or reconstruction services, emergency cleanup services, transportation, freight and storage services, hotel accommodations, and rental housing. Exceptions to this prohibition exist if, for example, the price of labor, goods, or materials has increased for the business. 

Violators of the price gouging statute are subject to criminal prosecution that can result in a one-year imprisonment in county jail and/or a fine of up to $10,000. Violators are also subject to civil enforcement actions including civil penalties of up to $2,500 per violation, injunctive relief, and mandatory restitution. The Attorney General and local prosecutors can enforce the statute.

Attorney General Bonta has been steadfast in his commitment to going after people who price gouge. In addition to sending over 700 warning letters to hotels and landlords, the California Department of Justice has several active investigations into price gouging. Additionally:

• On January 2024, Attorney General Bonta announced the filing of charges against a real estate agent for attempting to price gouge a couple who lost their home in the Los Angeles Eaton Fire. 
• On January 28, 2024, Attorney General Bonta announced the filing of charges against a second real estate agent for attempting to price gouge a family who was evacuated due to the Los Angeles Eaton Fire. 
• On February 2, 2024, Los Angeles City Attorney Hydee Feldstein announced brining  misdemeanor price gouging charges against a homeowner and real estate agent who allegedly engaged in price gouging in violation of the law, in collaboration with DOJ’s Disaster Relief Task Force. 
• On February 18, 2024, Attorney General Bonta announced the filing of charges against a Southern California real estate agent and a landlord for price gouging a victim who was evacuated due to the Eaton Fire. 

OAKLAND — California Attorney General Rob Bonta today issued a consumer alert warning Californians of three popular text-based scams. These scam texts claim Californians owe past-due charges and provide fraudulent links for consumers to “resolve” the charge — the links are often a vehicle by which scammers can steal consumers’ sensitive payment data. Scammers often use the threat of a “late fee” or use words like "urgent action required" to pressure consumers into clicking the links. The California Department of Justice asks Californians to slow down and proceed with caution when faced with these types of messages. 

“California, these scammers are relentless. While text-based toll charge scams remain widespread, consumers across our state are also receiving texts claiming they owe a parking ticket charge,” said Attorney General Bonta. “Bad actors are getting more sophisticated and show little signs of slowing. I urge Californians to not click on links in texts appearing to alert consumers to overdue charges, visit only official websites, and talk to friends and family who may be unaware of these dangers.” 

If You Receive a Possible Scam Text:

• DO NOT CLICK ON THE LINK. 
• File a complaint. File a complaint with the FBI, the Federal Trade Commission, and our office. Be sure to include the phone number from where the text originated and the website listed within the text.
• Delete any scam texts received. 
• Check your account using a legitimate website. 
• Secure your personal information and financial accounts. Regularly check your bank and credit card statements for unauthorized transactions, especially after suspecting a scam. Dispute any unfamiliar charges. 

TOLL CHARGE SCAMS

These texts claim consumers owe FasTrak express lane or toll charges, link to a website, and ask for online payment. This scam is designed to trick drivers into entering banking or credit card information into a website fraudulently claiming to represent tolling agencies.

FasTrak is the electronic toll collection system used on tolled bridges, lanes, and roads in California. It allows drivers to pay tolls electronically without having to stop at toll booths. FasTrak does not request payment by text with a link to a website. The Transportation Corridor Agencies (TCA), operator of The Toll Roads in Orange County, advises account holders to verify a valid text notification by logging into their account at thetollroads.com or through The Toll Roads app. 

For all other toll agencies, please use official webpages only — you can find a list of California toll webpages below:

• The Toll Roads: https://thetollroads.com/
• Bay Area FasTrak: https://bayareafastrak.org/
• Metro ExpressLanes: https://metroexpresslanes.net/
• 91 Express Lanes: https://91expresslanes.com/
• 405 Express Lanes: https://405expresslanes.com/
• Riverside Express: https://riversideexpress.com/
• SANDAG: https://www.sandag.org/fastrak/

PARKING CHARGE SCAMS

These messages aim to scare consumers into thinking something they’ve dreaded has happened: that they’ve earned a parking ticket and have forgotten to pay it. The San Francisco Municipal Transportation Agency (SFMTA), an agency that scammers have imitated, does not request payment by text with a link to a website. For more information on paying a SFMTA parking citation, please visit SFMTA.com/PayCitation.

If you live or visit another city, please use the official website of that city or transportation agency.  

PACKAGE DELIVERY SCAMS 

These text messages often state that there’s an issue with your delivery and include a link to “resolve” the problem. Package delivery scams are more common over the gift giving season but can occur at any time. Delivery companies do not ask for payment to release a package or correct a delivery error — any such request is a scam. 

Consider signing up for alerts from trusted carriers like UPS, FedEx, or USPS. These alerts will notify you of package updates directly from the source. 

Attorney General Bonta is committed to enforcing consumer protections in the state of California and speaking out for consumer protections nationwide — this includes working to put a stop to illegal and annoying robocalls, which are often a vehicle for scams. Last year, Attorney General Bonta, as part of the nationwide Anti-Robocall Multistate Litigation Task Force, joined the Federal Communications Commission (FCC) in sending a warning letter to a telecom company responsible for transmitting suspected illegal robocall traffic and issued a warning letter to a company that allegedly sent New Hampshire residents scam election robocalls during the New Hampshire primary election. 

OAKLAND — In recognition of National Consumer Protection Week, California Attorney General Rob Bonta today released 2024’s Top 10 Consumer Complaints and highlighted ongoing efforts to protect California consumers. The list released today includes the top consumer complaint categories the California Department of Justice (DOJ) has received in the last calendar year. Attorney General Bonta urges Californians to report misconduct or violations of state consumer protection laws to DOJ at oag.ca.gov/report. Complaints submitted by the public provide DOJ and sister agencies with important information about potential misconduct to help determine whether to investigate a business or individual.

“California is a pillar of strong state consumer protection laws and an outspoken advocate for robust federal protections,” said Attorney General Bonta. “This National Consumer Protection Week, I urge Californians to help us further this work. If you see misconduct or are the victim of a scam, my office wants to know about it: I encourage consumers to immediately file a complaint online at oag.ca.gov/report. Whether protecting our kids online, stopping egregious bank fees, or cracking down on illegal price gouging, as the People’s Attorney, I am committed to going to the mat for California consumers.” 

Top 10 Consumer Complaint Categories from 2024:

1.    Social Media Platforms 
2.    Online Retailers
3.    Banks
4.    Contractors
5.    Landlord/Tenant Issues
6.    Online Scams 
7.    Debt Collection 
8.    Credit Reporting 
9.    Telephonic Scams
10.  Brick and Mortar Retail Sales

Fighting to Keep More Money in the Pockets of Californians:

Attorney General Bonta took on bad actors and archaic policies that hurt Californians pocketbooks. Last year, DOJ announced a $700 million multistate settlement with Johnson & Johnson for failing to disclose if asbestos was present in its talc products; secured a settlement with ticket reseller StubHub, Inc. for failing to pay timely refunds to Californians for canceled events during the COVID-19 pandemic; and sponsored successful legislation to protect Californians’ financial future by banning the inclusion of medical debt on credit reports.

Last month, Attorney General Bonta supported lawsuits challenging the Trump Administration’s efforts to dismantle the Consumer Financial Protection Bureau (CFPB). Since its creation, the CFPB has actively worked to make the lives of everyday people better and has returned over $20 billion to Americans nationwide. The shuttering of the CFPB would cause catastrophic harm to consumer protections, leaving no federal oversight over large banks, and saddling state agencies with the sole responsibility to protect consumers from conduct regulated by the CFPB.

Putting Social Media Companies on Notice:

In response to a dramatic uptick of consumer complaints, last March, Attorney General Bonta sent a letter to Meta expressing deep concern regarding the increase in account takeovers and lockouts on Facebook and Instagram and the inadequacy of the company’s response to prevent and address consumer harm from these takeovers. The letter asked Meta to take immediate action to increase mitigation tactics and respond to users whose accounts have been taken over.

Sticking up for Students: 

In the last year, Attorney General Bonta continued to protect students by securing a decision that upheld a judgment against Ashford University for giving students false or misleading information about career outcomes, cost and financial aid, and transfer credits, as well as a $4.5 million settlement with University of Phoenix for aggressive and unlawful military student recruitment tactics. 

Protecting Children Online:

Attorney General Bonta continued to take action to create a safer internet for children and teens. In October 2024, DOJ filed a lawsuit against TikTok for harming young users and deceiving the public about the social media platform’s dangers; and secured a decision in his lawsuit against Meta that largely denies Meta’s attempt to evade responsibility for their role in the children’s mental health crisis. DOJ proudly supported legislation that would put consumers in control of their relationship with social media, like SB 976 (Skinner), recently enacted legislation which interrupts the ability of social media companies to use addictive design features, and AB 56 (Bauer-Kahan), newly proposed legislation that would require warning labels on social media platforms. 

Advancing Your Data Privacy Rights: 

In January, Attorney General Bonta reminded Californians of their right to stop or "opt-out" of the sale and sharing of their personal information under the California law, and encouraged consumers to consider familiarizing themselves with the Global Privacy Control (GPC), an easy-to-use browser setting or extension that allows consumers to take back control of their personal data. 

Last year, Attorney General Bonta announced a settlement with DoorDash for violating California privacy laws by selling its customers’ personal information; and worked with local partners to secure a settlement with a video game developer for illegally collecting and sharing children's data. 

Scram, Scams! 

Attorney General Bonta continued educating and warning consumers about financially harmful and widespread AI-generated scams, toll booth scams, romance scams, and package delivery text-based scams; and continued the fight against annoying and illegal robocalls, which are often a vehicle for scams.

Setting the Record Straight on AI:

In January, Attorney General Bonta issued two legal advisories, reminding consumers of their rights, and advising businesses and healthcare entities who develop, sell, or use artificial intelligence (AI) about their obligations under California law. Many consumers and patients are not aware of when and how AI systems are used in their lives or by institutions that they rely on.

Businesses use AI systems to evaluate consumers’ credit risk and guide loan decisions, screen tenants for rentals, and target consumers with ads and offers, as such, must comply with California consumer protection laws.

Tackling Price Gouging During a Natural Disaster: 

In the wake of Los Angeles Fires, Californians should be coming together to help our neighbors, not attempting to profit off their pain. DOJ takes its duty to protect the public from price gouging, rental bidding, and unsolicited property offers by predatory buyers extremely seriously. In addition to sending over 700 warning letters to hotels and landlords, DOJ has several active investigations into price gouging and has announced price gouging charges against three Los Angeles real estate agents and a landlord (January 22, January 28, and February 18). These investigations are often the result of review of complaints received by DOJ.

DOJ established the Disaster Relief Task Force to work closely with federal, state, and local law enforcement and regulatory partners; last month, DOJ collaborated with, Los Angeles City Attorney Hydee Feldstein Soto on misdemeanor price gouging charges against a homeowner and real estate agent who allegedly engaged in price gouging in violation of the law.

For more tips and information on consumer protection, please visit https://oag.ca.gov/consumers.