Preface xi
The World of Gotcha Capitalism
Shrouding, Reverse Competition, and Other Corporate Tricks That Attack the American Way of Life
3(36)
Sneaky Fees in Everything
Credit Cards
39(18)
Banks
57(16)
Retirement/401 (k)s
73(11)
Mortgages and Rentals
84(16)
Cell Phones
100(15)
Home Phones
115(13)
Pay TV
128(16)
Internet Access
144(12)
Travel
156(13)
Groceries
169(9)
Gift Cards
178(6)
Rebates
184(7)
Student Loans
191(14)
Sneaky Fees Everywhere
205(16)
Using a Loan to Buy a Car
205(4)
Auto Insurance
209(1)
Homeowners Insurance
210(1)
Health Clubs
211(4)
Website Shipping Charges
215(6)
Toolkit
Customer-Service Calls
221(15)
Sample Phone Scripts
231(1)
Get a Refund
231(1)
Get a Manager on the Phone
232(1)
Negotiate a Lower Interest Rate
233(1)
End a Sales Pitch During a Customer-Service Call
234(2)
Sample Letters That Work
236(20)
Sample Complaint Letters
243(1)
Cable Fees
243(1)
Cable Fees, Part II
244(2)
Bank Fees
246(2)
Bank Fees, Part II
248(2)
Cell-Phone Fees
250(1)
Cell-Phone Fees, Part II
251(1)
Hotel Fees
252(1)
Hotel Fees, Part II
253(1)
A Wayward Rebate
254(1)
A Wayward Rebate, Part II
255(1)
The Legal Options
256(22)
Sneaky-Fee Survey
278(15)
Conclusion
293(48)
Appendix
Gotcha Glossary
303(4)
Looking for Help? Consumer Advocacy Groups
307(4)
Sample Troubleshooting Worksheet
311(6)
Notes
317(24)
Acknowledgments 341