Broker Went Silent After You Paid: What to Do Right Now

You paid. Now nobody answers. The phone rings out, emails bounce, and the broker's chat widget shows "offline." This is one of the most common complaints in auto transport — and there is a specific playbook to follow when it happens.

What this usually means

In most cases, a broker going quiet after payment is not outright fraud — it is a company that overbooked, can't find a carrier at the price they quoted, and is hoping you'll forget or give up. It's unethical and potentially illegal, but the company still exists and your money is still recoverable.

In a minority of cases — especially if you paid by wire transfer, Zelle, or cash app — it is genuine fraud and the company may have no real FMCSA authority.

First step: go to safer.fmcsa.dot.gov and search for the company by name or MC number. If their status shows "Not Authorized," "Revoked," or they simply don't appear in the database, you are dealing with fraud — skip to the bottom of this article.

Step 1: Document every attempt to contact them

Before doing anything else, create a paper trail. Send a written email — even if you've been calling — stating the date, your order details, and that you are requesting an immediate update. Screenshot it. Every unanswered attempt you document strengthens your chargeback and legal case.

Step 2: File a chargeback immediately if you paid by card

Call your credit card issuer and dispute the charge under "services not rendered." Under the Fair Credit Billing Act you are entitled to do this when a company fails to provide agreed services. Do not wait — chargebacks have time limits, typically 60–120 days from the statement date depending on your card issuer.

Tell them: "I paid a deposit for auto transport services. The company has not performed the service and is not responding to contact attempts." Provide your booking confirmation and screenshots of unanswered calls/emails.

If you paid by Zelle, wire transfer, Venmo, or cash app: those payment methods offer almost no consumer protection. You will need to pursue other remedies below.

Step 3: Send a formal demand letter

Email and send certified mail to the broker's registered address (find it on their FMCSA record) stating:

• The amount you paid and the date
• That they have failed to render services as agreed
• A 7-business-day deadline to respond or issue a refund
• That you will file an FMCSA complaint, state AG complaint, and small claims court action if they do not respond

Many companies surface immediately when they receive certified legal correspondence. The specific mention of FMCSA authority revocation risk often triggers a response.

Step 4: File with the FMCSA

File a complaint at fmcsa.dot.gov. Brokers who ignore customers while holding deposits are in violation of their operating authority obligations. Your complaint creates a permanent government record and may trigger an investigation.

Step 5: File with your state Attorney General

Every state has a consumer protection division. File online at your state AG's website. Some states — California, Florida, Texas, New York — have aggressive consumer protection units that will directly contact the company on your behalf. This often works faster than you'd expect.

Step 6: Small claims court

If the amount is under your state's small claims limit (usually $5,000–$10,000), file in the county where you signed the contract or where the company is registered. Filing fees are $30–$75. You do not need a lawyer. Bring everything: contract, payment proof, all ignored communications, your demand letter.

If the company is fraudulent (no valid FMCSA authority)

If safer.fmcsa.dot.gov shows no valid authority for this company:

• File a police report — required for your bank dispute and potentially for insurance
• File with the FTC at reportfraud.ftc.gov
• File with the FBI's Internet Crime Complaint Center at ic3.gov if you were contacted online
• File a chargeback immediately if paid by card
• Check if they were impersonating a real company — search the name plus "FMCSA" and compare MC numbers