Something went wrong doesn't mean nothing can be fixed. This page routes you by problem type. We can't mediate a dispute, submit a claim on your behalf, approve a payment, or guarantee any recovery — but we can point you to the right office or process.
PPM authorization or payment trouble
Missing counseling, a denied or reduced payment, a documentation dispute, or a question about what's still fixable — contact your transportation and finance office directly and ask what your options are. Don't assume a mistake ends your claim; ask promptly.
Government-arranged shipment: loss, damage, or delay
For a shipment the government arranged and moved (not your PPM portion), use the applicable Transportation Service Provider (TSP) and military claims process. Current guidance uses a 180-day loss/damage notification window and claim deadlines that depend on pickup date — start at the Military OneSource moving claims guide.
Commercial PPM mover dispute
If you hired a commercial mover for your PPM, you have a private contract with that company — it is not the same claims process as a government-arranged shipment. Follow the contract's dispute process first, check FMCSA's consumer protection resources for interstate movers, check your state's consumer-protection office for intrastate or local providers, contact your insurer if valuation or insurance is involved, and ask your installation's legal assistance office whether they can help.
Unsafe equipment or a breakdown
Contact your rental or transport provider's roadside support line first for equipment problems. For an immediate safety emergency, call emergency services — don't wait on a provider callback if someone could be hurt.
Missing receipts or scale documents
Contact the issuing provider (the scale, the mover, the rental company) for a duplicate or replacement, and contact your transportation office promptly to ask how to proceed without it. See weight tickets for the questions to ask before this happens on your next move.
A simple record to keep for any of the above
Whatever the problem, keeping a plain record helps whoever you contact help you faster. Note:
- What happened, in your own words
- The date
- Your shipment or reference number
- Relevant documents you have (weight tickets, contracts, estimates, correspondence)
- Who you've already talked to and when
- What outcome you're asking for
- Any deadline you know about
Keep this printed or saved locally — there's no need to send it anywhere until the office or provider handling your case asks for it.
For a general directory of official PCS customer-service contacts, see Military OneSource's PCS customer-service directory.