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Vehicle Protection Association (VPA) Reminds Vehicle Service Contract Call Centers to Provide Timely Cancellations and Refunds

Business partners are urged to assist in the cancellation process when issues arise.

ST. LOUIS – December 19, 2013 – The Vehicle Protection Association, a not-for-profit trade association promoting regulatory transparency, education and accountability for marketing and servicing automotive service contracts, issued today a reminder on the importance of timely, efficient cancellation and refund policies for vehicle service contract providers.

When consumers are not able to obtain timely refunds from providers, it becomes a serious issue for the vehicle service contracts industry. Attorneys General Bob Ferguson from the state of Washington, Chris Koster from Missouri, Greg Abbott from Texas and Mike DeWine from Ohio recently issued statements announcing that restitution payments are being processed for 19,000 former customers of US Fidelis, formerly one of the nation's largest sellers of auto service contracts. In lawsuits filed against US Fidelis it was alleged that they misled consumers through deceptive direct mail and telemarketing campaigns and failed to refund dissatisfied customers the amount owed upon contract cancellation.

The VPA is on alert for consumer issues regarding failure to refund customers in an appropriate manner. The association urges consumers who are unable to get a cancellation processed from a vehicle service contract provider to contact the claims number on their policy and request their cancellation. Any problems should be reported directly to the administrator on the contract, or consumers can also contact the VPA.

"The Vehicle Protection Association strives to establish and promote integrity within the VSC industry. Providing timely cancellations and refunds to consumers is an important part of that process," said Chris Carenza, executive director of the VPA. "Some business partners in the industry have stepped up to assist in the handling of cancellations and refunds when problems arise, and we encourage other business partners to do the same."

Per the VPA Standards of Conduct, an ethical code established to protect the rights of consumers who purchase a vehicle service contract, members are required to provide timely cancellations and refunds. VPA members are required to be in compliance with state and federal laws and regulations and uphold the VPA Standards of Conduct.

To see a full list of VPA-certified vendors and the VPA Standards of Conduct, visit the organization's website.

About the Vehicle Protection Association
The Vehicle Protection Association (VPA) is a not-for-profit trade association representing firms active in the automotive service contract industry. Members include service contract marketers, administrators, insurers, payment providers and software providers. VPA currently has more than 60 members. The organization is committed to ensuring regulatory compliance among members, educating consumers on their rights and otherwise ensuring the integrity of the automotive service contract industry. For more information, visit

For more information:
Chris Carenza, Executive Director
Vehicle Protection Association (VPA)
Phone: (314) 667-5654

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