hi, everyone, and welcome to "on the money." i'm kell evans for becky quick. the new way to get airlines and other businesses to listen to your complaints. you need a smartphone but it's not for making calls. finding forgotten funds. tracking down money you may not even know b.talking to kids about money. it's never too young to start, but what exactly should you say? what if everything you knew about yourself was wrong? cnbc anchor hand my friend griffeth found out the shocking truth after a dna test, and designer zach posen has a new project you might see on a different kind of runway. "on the money" starts right now. this the "on the money," your money, your life, your future. we begin with social media. facebook and twitter aren't just for sharing photos. people are now using social networks to send complaints directly to companies, but are they being heard?

week's cover story. >> reporter: it happens thousands of times every day. travelers rant online about an airline because their flight is delayed or they have had had a bad experience. >> i don't think they can listen to us, because there's so many people who are flying and complaining at the same time. >> i don't think that the airlines are listening to the complaints. >> reporter: fact is, airlines are watching and often responding to what you put on social media. southwest airlines has a team tracking twitter, facebook and day, and when customers vent about a problem, southwest reaches out to them. >> the approach is really how can we help? wait a minute, we hate to hear that. what's going on? give us some information and let's see what we can do to straighten this out. >> reporter: social media teams help customers by rebooking and keeping them calmer by relaying the latest information when a problem pops up, like in july when southwest cancelled over 2,000 flights due to a computer

major airline tracks and answers customers online, some do it better than others. for example, southwest answers almost half of the customers who mention the airline on social media, the best among officials in north america. meanwhile, alaska is the fastest, answering social media posts within three minutes, according to a group which works with airlines like alaska and tracks the industry with millions of travelers. >> i company and get a response and have your issue resolved literally within minutes, that's a phenomenal experience, and if you can do that, you will every single time. >> reporter: so if you're at an airport and run into a delay, what's the best approach if you do go to social media? do not scream, stomp or use expletives to yell at the airline. instead, calmly say what your issue s.you'll quickly get a response. kelly, a lot of people believe that the easiest way to get a

i'm mad and i need help right away! and what we're hearing back from the airlines is take a deep breath. you're more likely to get a response if you calmly explain what the issue is. >> phil, thank you so much. phil lebeau. not just airline complaints customers are sending out on social media. jay baer is a digital marketing expert and author of "hug your haters, how to embrace complaints and keep your customers." thanks for joining >> thanks so much, kelly. great to be here. >> when someone uses social media to complain about a company are they just investigate or do they want a response? >> i did a lot of research for the book, about 50-50. kelly, half the time people contact businesses and social media they expect a response. they are in fact using it as a replacement for the traditional telephone and e-mail and half the time people are just complaining about the company, not necessarily at the company. they don't necessarily expect or

businesses can still interact with customers and blow people's minds. when you complain about a business and not expecting a result and get one, that has had a huge impact. >> how effective is this, jay? are companies doing this because it's good publicity or are they actually tracking the issue? >> it's less expensive to interact with customers on social media than e-mail or telephone which is why airlines have gravitated towards this channeling. if you get a phone come back, expected that to happen. if you get a tweet back, you're like, wow, that's really terrific. today social media is becoming a spec at the same timer sport. it's not just about your interaction with the customer. lots of other customers can see that interaction, and that has an impact on how other people think about your business. >> and beyond airlines what, other categories are customers contacting? >> just about every kind of company has customers using social media and ratings and review sites to try to interact, punish or praise those brands.

hospitality, restaurants, financial services, hospitals and health care. >> is it safe, jay, to do this, to basically broadcast, as you mentioned, in this public forum where you might be or what airline flight you might be getting on. is there a more private way to contact companies and get the same outcome? >> that's a terrific question. the best practice is to use social media to initiate the conversation, but you should never as a conum saoer divulge information in a social media setting, but as soon as you get into the details of your scenario, do that using the private messaging function available on each of those social platforms so a twitter direct message, facebook message or even instagram direct message. all of those are the best places to talk about your actual situation, flight number, certainly your account number or anything along those lines. >> and if this is where companies are putting their resources what, happens if you're not comfortable with social media, never really

maybe like me you have chosen to stay away from it? >> maybe you've bailed out. >> what do you do? >> well, kelly, i think here's the situation. you are welcome to continue to use the telephone and the e-mail, but here's the thing. certainly there are some people who are not comfortable with social media yet, and i understand that, but technology never goes backwards, so if you play this game out into the future, two years, three years down the road, companies that have, quote, up quote call centers, won't be very busy because all of this will shift it or not. >> all right. i guess i better get with the program. >> jay, thank you for joining us. >> thanks. >> that's jay baer. now here's a look at what's making news as we head into a new week "on the money." nearly one in five americans will be getting a very small raise from the government this year. 70 million social security recipients and federal retirees will get a monthly increase of 0.2%, that translates into about $4 a month.

up spending the increase on higher medical premiums. the dow up two days in a row, down by thursday and the nasdaq followed suit and markets were mixed on friday. the housing market looked like it stabilized after a two-month slide and sales of previously owned homes rose 2.2% from august, well above expectations. the m home sold in september, $234,200. facebook never wants to you least. the social media giant has rolled out new features to try to make the site for of an all-purpose destination. now you can buy movietics, order food and book appointments straight from the facebook app. facebook has 1.7 billion users world wilde. up next we're "on the money." forgotten cash with your name on it. a simple search can find

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this could be some money waiting for you in your name in a account you don't even know every state has millions of dollars in unclaimed funds, and there's an easy way to find out if any of that cash belongs to you. reporter dina gusovsy has more. >> unclaimed funds. >> reporter: angela shows us how she became $13,000 richer. the catch, it was her own money she was getting black. >> a lot of it was small commission checks. a utility refund. >> angela, who was able to

despite being legally blind is not alone. according to the latest figures from the national association of unclaimed property administrators over $40 bill is sitting in state unclaimed property programs nationwide waiting to be returned to their rightful owners. each state has an office where they can search for money. in new york along the state's comptroller's office pays out $1 million a day and that's nothing compared to how much money they still have h. >> now that's up to $14. billion. >> billion with a "b. request the "35 million accounts with a value of 14.5 billion. >> reporter: the main source of funds is from banks. >> typically it involves someone who has moved, and the bank or the financial institution, the insurance company, the utility where there was a security deposit does not have the up-to-date contact information. >> banks are not required to keep the records over a certain number of years and it usually

the bank is required under federal law to turn the money over to state and the state keeps the money in case someone does claim it one day. >> the system then will prompt you for the information that's needed so that it can verify. >> if you apply online, you can get the money in a matter of days. >> one financial adviser tells his clients to bookmark that website and make a habit out of checking state offices. >> think they it's a good exer sigh. would i say the majority of my clients have found somethi lying out thereto in unclaimed property. most in the order of $50 to $100 and vice principal so v found more. >> we're just getting back. >> a couple thousand dollars, it could actually make a difference in someone's life. >> i think my grandson is going have one great birthday party. >> always make sure if you move you tell all your financial relationships what your new contact information, address and phone number will be and when searching online for missing money, don't just put in your

organizations you may have been a part of. that's another way you could be entitled to the money. >> i'll have to go take a look. thank you, dina. dina gusovsky, whether you find money, save it, spend it, making wise decisions is crucial and when should parents sit down and have kids, the money talk? joining us now is ellen sabin, the author of "nickels, dimes and doll ears, a wise kids' guide to money matters." ellen, thanks for joining us. >> thanks for having me. >> how early should you when teaching kids about their money? >> as early as possible. you know, it's interesting. parents often wait until the teenage years to talk about money, but truly introducing kids to the concept of money and finance and responsibility only has the ability to get them confident about money issues. >> in your book you provide lessons and examples of ways to do that. what are some of them? >> essentially the idea that money is there to serve of you.

children to see responsible thinking, planning, sharing, work ethic, those sorts of things, children are then being introduced in an early age to the concept that money, that they can be the boss of their money to make it serve them in the future. >> what happens if their kids were a little bit older and you haven't done this? do you have advice for parents of kids who may be older than 6 or 7? >> never too late to learn about financial issue a about my book, which is an activity book, we see high school kids mentoring younger kids from the book and still learning the concepts that are basic to financial literacy, the idea of, you know, again, work ethic, being thrifty, sharing, saving for the future. not taking that marshmallow now. another important tip is -- is being smart about spending. the whole idea about wants versus needs. can you teach that at any age to

kid, a high school kid, a college kid. what are your wants versus your needs? >> sure. and what happens if you have a financial difficulty in the family? how open should you be with your kids whether they are young or older about that when it's really happening? >> i think those are amazing teaching moments. sitting down at the table and saying -- a conversation about, gee, i'm really glad that years ago i thought about putting money away and saving it now i lost my job, but we can do this. letting them see your thought process about the fact that money is a tool to have the life that you want is a great opportunity. >> all i know is my dad talked so much about 401(k)s around the dinner table by the time i was old enough to understand it i at least knew it was important, and i can thank him now for that. ellen, thank you for joining us. >> thanks for having me. >> ellen sabin.

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bell" bill griffeth took a dna test four years ago at the request of his cousin and the results shocking. in his memoir "the stranger in my genes" bill wrote about the lightning bolt that struck his life. who is the stranger? >> the stranger is my father. i found out very simple police that my father was not my father. the man who raised me that i believed was my father was not. >> and -- and when you took the test, it was because you're a genealogy buff, and your cousin himself has an interesting >> exactly. he and i are first cousins. the cousin who asked me to take this began a test. i'm a urge >>ist and love genealogy because you can go into records and go to graveyards and churches and courthouses and look in the records. he wanted to look into dna. he's more scientifically minded, so he asked me to take this dna test to -- to see where the differences were in our dna, and -- and, boy, were they different. quick biological bessson, if i may.

chrome zones, one from your mother. i'm a male and i have an "x" chromosome from my mother and a "y" chrome zone from my father and it's the "y the with "chrome sewn we were evaluating. he got his from his father and i got mine from my father presumably and they got it frir their father and his father so on down the line. >> it should have matched. >> it never changes so it should have matched. mine came back and science has divided these "y "why the chrome zones mine came back as an i-1. that was the classification from my brook. my brother came back from an "r-1. my cousin was an "r," and they matched, as they should. i didn't match. >> and once you started to sit there and think, wait a minute, if we don't have the same father, well, mom, and your mother is still alive. >> she's 98 years young, and back then it was four years ago i -- i went to her and i

she admitted, to use her word, that she made a mistake when she was younger. >> and your biological father and her husband have both passed away. >> they have, so i would never -- i've never met my biological father. >> and you've never reached out to that family either, have you? >> i have not. i don't want to give too much away because it's in the book, but i've chosen not to reach out to the other family, at least not yet. >> well, what about other people reaching out to you have heard your story? >> i'll tell you. if somebody in that family reads the book and figure it out and want to give me a call, i'll pick up the phone, absolutely. i don't want to disrupt their life. they don't deserve this. if my biological father were still alive i would reach out to him but i don't need to disrupt other people's sglifs what about other people in the public who have come to you and said that's happened to me, too? >> that's the one surprising thing. i thought my story was unusual

many stories have come my way from people i know, don't know, similar stories in a have occurred to them or to other people about either taking a dna test or just learning that they were adopted. they don't know. it is unbelievable. dna testing, because it is becoming cheaper, more accessible, the typical dna test spgs test kit now, costs about $99 and that cost is coming down. it's more accessible. more people are going to find more things. >> in fact, you've brought one here. >> test? >> the curiosity has gotten the better of me. >> i've been encouraging to you do it for months and glad you're doing it and going to do it on television. >> good to not have coffee. >> probably don't want to drink coffee or many liquids and scrape it good. take it out. people just tuning in right now watching kelly evans do that and put that in this liquid here and push the button, just lift it up as you push. >> there we go.

this liquid here that will be preserved and voila you'll have your dna analyzed. >> i said to my parents do i have anything to worry about or would this be okay you with? go ahead, we'd love to find how the more. >> good luck. >> thank you, bill. >> and congratulations with the book. up next "on the money" a look at the news for the week ahead and celeb designer zach posen is putting work to use on a different runway, run used by delta airlines. no one way of driving on each and every road. but there is one car that can conquer them all, the mercedes-benz c-class. five driving modes let you customize the steering, shift points, and suspension to fit the mood you're in... and the road you're on. the 2016 c-class. lease the c300 for $369 a month at your local mercedes-benz dealer.

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for more on our show and our guests go to our website otm.cnbc.com and follow us on twitter @onthemoney. here are the stories coming up that may impact your money this week. it will be the busiest week of earnings season. 13 dow components hand 159 s&p 500 companies are set to report their profits or losses. on tuesday we'll get one read on housing trades with the case shiller home price index and on wednesday we'll see how many homes sold in you haven't already go to the pumpkin patch or enjoy a pumpkin spice latte. wednesday is also national pumpkin day and basketball fans will be happy. the nba season gets under way and on friday the first read of the third-quarter gdp. we'll begin with airlines and will end with them, too. sort of a round trip. you may know fashion designer zach posen from the tv show "project runway" and now he has a new venture. courtney reagan tells us if the

business endeavor is designing for a different runway. delta's uniforms are getting a makeover. >> to have this opportunity to design for 60,000 people is a huge responsibility. >> reporter: after 18 months brainstorming, research and on-the-job training. >> and i served, you know, the peanuts and pretzels. >> and lots of input from employees from functionality, fit and the biggest >> the final surprise was they said we want to change the color. >> it's time for the big reveal. ?? dealta the's flight and airport staff will done the new look in 2017 and they expect the investment will be worth it. >> ten years ago when we went through the bankruptcy the first

employees and it restored the employees' sense what have they do for the program. >> for "on the money" i'm courtney rage sglaen and that's the show for today. i'm kelly evans. thanks for joining us. how to get the best medical care for best price. tips on open enrollment. keep it right here "on the money." have a great one.

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good morning. it is 5:00 right now on sunday. just ahead, a pedestrian struck while crossing the street. pd has investigated all night. we will learn what happened moments before the pedestrian dps is locking off this portion because a woman barrel through the guard well and into the ravine. -- guardrail and into the ravine. why dozens are celebrating a sheriff's retirement. first, let's get a check of the