The Voice - Consumer's Voice

Must I pay?

In February last year i went to my bank in Maun and paid the due balance on my credit card and asked them to close it. They said all is well and its closed. In June last year I get a call from collections from a lady telling me I haven't been paying for my credit card. I told her that according to my understanding the account is closed. I did not have the copy of the letter I wrote at the bank nor the receipt when I made the deposit for the outstanding balance but she suggested that I write a letter and I will get help. I did that the very same day. I kept on checking progress from her but she reassured me that i will get help.

In December I got a call from a law firm saying that I owe them. I explained to them what had happened and they advised me to go to the bank. I did just that on the 16th December. They made calls and promised me he will get to the bottom of it and give me feedback. As promised sometime in January he called me back telling me that it was their fault and he even said the name of the lady who was assigned to close it therefore they will reverse all the charges and get it closed.

Up to now they are still charging me P300 monthly and the law firm is still calling. I work in a remote area and I cannot manage to do follow up in person at the bank all the time. Please assist me.

I'm sorry for the inconvenience and stress this must have caused you. Even though you knew you'd done the right thing it was surely very frustrating to be hassled by the bank and then a law firm alleging you'd done something wrong.

Perhaps you didn't know that they also registered you as a bad payer with a credit reference bureau? However, that's now sorted out. I contacted someone at their Head Office and they told me that:

"the balance will be absorbed by the Bank and the client's file recalled from the law firm. We will also delete the credit listing for the customer. We will send the customer confirmation of account closure once the process is completed."

It's a shame they took so long to sort this out. It's also a shame that we had to involve their Head Office to fix something that should have been fixed almost a year ago.

Can they only refund 30%?

Hello sir. I need help. I bought a hair clipping machine but when I got home and try to cut my boy's hair the machine didn't work. When I wanted to return the machine they said they will refund only 30% of the amount not the full amount. Is it ok to do that because I wanted to buy elsewhere?

No, it's certainly not OK to do that. As readers of The Voice will know, Section 16 of the Consumer Protection Act says that if goods are faulty within six months of purchase, a consumer can return the goods to the supplier. The supplier must then either repair the faulty item, replace it, or refund the customer. It certainly does not permit a store to charge a fee for this. Obviously, if a consumer just changes their mind, then a store can decide whether to accept the returned item or not but when it's faulty, the situation is very clear.

I suggest you speak to the store again and explain to them in very simple terms so that even they can understand it. They need to know that you understand the law better than they do. I'm also happy to speak to them to make sure they understand what they need to do.

The Voice - Consumer's Voice

They created a fake policy!

There are two insurance companies where their agents are busy committing fraud and theft and they seem to approve all that. There is a syndicate of agents who have my documents. How they stole them from their systems I am still trying to find out but they are using them to open policies without my knowledge or authorization.

I have now had two incidents. Last month I just saw money being deducted from my account to the first company, yet at that time I did not even know that I had a policy with them. I went to their offices, they listened to my story and said they would refund me and cancel the policy, but this month they debited me again. Now I am forced to go back to their offices again.

Then the following day the second insurance company also debited money from my account, and I still do not have any policy with them. Furthermore, they told me that three policies were opened, and they were opened by the same person.

Unfortunately, you're not the first person who's contacted us about this situation. I've heard from several people in the last few weeks with very similar stories. Somehow, an insurance agent has obtained the personal details of a consumer and then fraudulently created insurance policies in their name. The first time the victim hears of this is when money is deducted from their bank account. When I contacted the insurance companies, they've explained that they received an instruction to open a policy, which to them seemed genuine, but which was, in fact, fake.

One of the problems is that it's then sometimes difficult for the consumer to prove that they didn't open this policy. It can take a while for the insurance company to investigate and then to reverse the transactions and this can take a couple of months. Another problem is that the insurance companies are sometimes reluctant to treat this as a crime and to report it, in conjunction with the victim, to the Police. And that's what we need to do when this happens. A crime has been committed and the insurance companies need to treat this situation more seriously.

In your case, as with the others, I've alerted the insurance companies and I'm waiting to see what they're planning to do to fix the situation.

They took 3 times!

I have a loan with a microlender. Their last deduction was in December. In January they did not deduct the money so I sent them an email telling them to deduct the money but they didn't respond to my email and the did not deduct the money so I used the money. Yesterday they deducted 3 times taking all my salary. How best can you assist me? I know I skipped 1 month?

I think you skipped more than one month, at least two, maybe three.

Yes, I understand that it was the microlender's job, and probably your employer's, to do the deductions each month but it was also your responsibility to ensure that the payments were made.

You said "so I used the money". Unfortunately that was a very serious mistake. You knew that the money hadn't been deducted and you spent it on other things, knowing that it didn't belong to you any more. You should have set that money aside so you could afford to pay your debt.

You must contact the microlender as soon as possible and negotiate a repayment plan that you can afford.

The Voice - Consumer's Voice

Where's my phone?

I bought an iPhone XS Max from a store in Gaborone Main Mall and after a day of purchase it gave me problems. I called them and they asked me to bring it and they changed it for me. The second iPhone is also giving me problems again and they want to change it again and give me the third phone but I no longer want their phones it's like they sell fake ones.

Every time when I call them the owner of the shop doesn't want to talk to me rather he gives the phone to his employees to talk to me but again when I tell them I want my money back they say it's beyond them. They say I should talk to him and he won't answer his phone

The worst part is I have to travel from Mahalapye to Gaborone to return the phone and at my own costs. We only shared the traveling costs when I returned the first one. Can you please help me?

This store doesn't just offer cell phones, it offers disrespect and contempt for its customers.

Let's begin with some basics. This iPhone model was first released in 2018 and was discontinued the following year in 2019 so it's likely that this phone is second-hand. Of course it's possible it's been in storage for the last seven years, but I doubt that very much, don't you?

There's nothing wrong with selling second-hand or used phones, the law just requires that the store must be honest about this. You sent me a copy of the receipt they gave you when you bought the phone and it doesn't mention that it's second-hand, as the Consumer Protection Act requires.

We all understand that occasionally cell phones are faulty, but it's too much to believe that the replacement would be faulty as well. I suspect that if they gave you a third phone, that one would probably be faulty too. I messaged the store a few days ago and they don't want to talk to me. It's not the first time I've dealt with them and on each occasion in the past, the story has been the same. I think you should contact the Competition and Consumer Authority and I'll do the same. Maybe together we can encourage them to do the right thing.

Must it take so long?

I need your help. I bought an HP laptop at a furniture store in Francistown on hire purchase. The laptops RAM chip got damaged and I took it back to them and told them it's the only gadget I'm using for my classes and that I've exams the same week I took it to them. They sent the laptop to their technicians in Gaborone and said it would take 21 days.

They called last week to say that the RAM has been ordered and it will take two weeks to be delivered. My question is since the damage wasn't my fault am I not covered by warranty since the PC is only on its 4th month? Are they not supposed to lend me a PC to use in the meantime or alternatively give me a new PC since their turn around time is more than 3 weeks?

The first thing you need to remember is that this laptop doesn't belong to you. It still belongs to the store. That's how higher purchase works. Until you've made the last payment, it still belongs to them. That means they can do what they like, they can take as long as they want to fix it. It also means that they are under no obligation to offer you a temporary PC, no matter how important it is to you. However, taking 21 days to replace the RAM in a laptop is absurd. I'm no expert, but I could do it in 30 minutes. I'll contact them for you and see if they can go faster.

The Voice - Consumer's Voice

Must I pay the bank?

I am currently experiencing an issue with my bank account and would kindly appreciate your assistance. I opened the account in September 2025 and only deposited money during that first month. Unfortunately, I lost my job shortly thereafter, and the account remained dormant from October until now. When I recently went to the bank to close the account, I was informed that I needed to settle the accumulated maintenance fees amounting to P470, which reflected as a negative balance. I paid this amount in full. However, when I proceeded to close the account, I was told there was still an outstanding balance of P339. The consultant assisting me mentioned that there may have been an error where some charges were doubled and assured me that they would investigate and get back to me. Unfortunately, I did not receive any feedback.

Yesterday, I received three SMS notifications from the bank indicating that a total of P298.58 had been debited from my account. As a result, my account balance is now -P557.32. I am confused about how these charges continue to accumulate, especially after I had already settled the previous amount. I kindly request your assistance in resolving this matter, as I would like clarity on these charges and guidance on how to stop further deductions. Thank you in advance for your help. 

Unfortunately, as many people have discovered, bank charges are often a mystery.

Banks display their charges in a variety of places, in particular in their branches, but also on their website. But that doesn't mean they're easy to understand. As you discovered, this account includes a monthly maintenance charge, and that has accumulated over the last few months when you weren't using the account. However, that should've stopped after you gave the bank an instruction to close the account and you paid off the balance you owed them. I suggest that you don't pay anything more until we've both had a chance to talk to the bank and find out what's going on. 

Why won't they cover me?

I bought a TV from a furniture store in November 2024 by hire purchase on a 12 month period. I finished paying in November 2025 and in December I lost it through a house break in. Now they are telling me that since I finished paying I'm not covered by insurance which I feel is very unfair. What can I do?

This really is extremely bad luck. Almost always a hire purchase contract will include some sort of insurance policy. This usually covers you and the store against the item being stolen or destroyed or damaged by fire. However, as you discovered, and it is explained in the contract you signed, this insurance only lasts as long as the repayment period. So in your case, it only lasted a year.

This is a very good example of how important it is, if you can afford it, to have your own household insurance policy. This would cover everything in your house in case of damage, fire or theft. The most important thing to understand is that your own policy would certainly be much, much cheaper than the insurance included in your hire purchase contract. If you'd had your own policy, you could've told the store that you didn't want to take their insurance, you already had your own.

I know that times are tough for all of us financially, and a household insurance policy can seem like an unnecessary expense. However, we only fully understand the value of insurance when we need it. It's worth talking to a trustworthy insurance broker to see what sort of policy might be best for you and most affordable.

The Voice - Consumer's Voice

Why won't they pay him back?

We need assistance regarding unauthorized deductions made from my husband's salary. In September 2024, my husband received a salary of P0. This came as a shock to us. Upon investigation, we discovered that deductions had been made by two microlenders, claiming that he had taken loans from them. However, in August 2024, my husband had only applied for a loan with a bank, with the first deduction scheduled for October 2024. He never applied for or received any loans from any other companies. We followed up with both institutions. The first acknowledged the mistake, stopped the deductions, and refunded all the money. Unfortunately, the second has not refunded the amount deducted, which totals P10,000. They stated that they are waiting for police investigations before issuing a refund, as they do not believe that the documents used to process the loan were stolen or fraudulently used.

However, it is concerning that they approved a cash loan to someone they had never met, using WhatsApp, without proper account verification before disbursing the funds. We submitted a claim form as requested, and we were assured that a refund would be processed. To date, no refund has been made. I know that police investigations take a long time but the money remains withheld unfairly from us, despite the fact that they have full details of the account into which the money was paid and can easily trace the recipient. We therefore kindly request that they urgently refund the P10,000 that was wrongly deducted from my husband's salary.

There's bad news for you and for all of us. This sort of crime is becoming increasingly common. So far this year I've heard of several identical cases. Somehow, fraudsters have pretended to be real people and have applied for loans in their names. Once the loans are paid out, the crooks quickly withdraw the money before the person they impersonated realises, before they start to repay the loans taken out in their name.

I'm glad that the first lender repaid your husband in full but the second lender isn't behaving properly. They admit that money was taken from you improperly but this is a matter between them, the police and the criminal who stole their money. They need to stop punishing you. I contacted them and asked them why this is taking so long.

Is this device new?

Please help me out. I bought a tablet around September 2025,then in October the tablet could not read the SIM card, so took it back to the shop. I was told that it's been taken for repair because it was still on warranty. OK fine. Then they failed to repair it and was given another one which was on display since they said it's the only one left.

I took the tablet, but when I tried to install WhatsApp a message appeared saying there are chats on this device which are not allowed and the number is blocked. Then after a few days when I was trying to install again certain chats with people's faces appeared on the phone. I deleted them, then after three days WhatsApp was blocked again with the same message about the chats with are not allowed. I tried searching through the phone to find out what the problem could be, so I found out that the device has an administrator. These people sell us used phones and claim that the phones are new. Please help me.

I agree. This store seems to be selling used devices. Of course, there's nothing wrong with selling used, refurbished, or second-hand goods. They just need to be honest about it. They need to tell us before we pay for something and the receipt or invoice they give us must also say this. This isn't just what I think, it's what the Consumer Protection Act says.

I've already contacted the store and asked them what they plan to do about this situation. They certainly need to do something.

The Voice - Consumer's Voice

Will they repair them?

Can you kindly assist me? I bought a bed and TV both with hire purchase in September 2024 and I'm still paying for them. The mattress is no longer comfortable and the TV screen broke accidentally on the road from Kasane to Pandamatenga when I was moving to Francistown.The TV screen broke, I was holding it the road is bad honestly..

I long reported for my bed replacement in October 2025 and TV 2 weeks ago but they are not assisting me. I also sent them an email but no response and I am expected to continue paying.

I might have some good news. But I might also have some bad news.

Normally, when people buy things on hire purchase, the warranty lasts for just one year. If this was true in your case, you'd be out of luck because both the problems you reported happened more than a year after you purchased them. However, the good news is that the hire purchase agreement you sent me shows that you bought an extended warranty for these items. This lasts for the whole period you're paying for them, three years. It looks to me like the bed is still covered by the warranty, so I hope the store can do the right thing and fix it for you.

However, you might be out of luck with the TV. The insurance that comes with a hire purchase contract usually only covers things like theft and fire and probably doesn't cover accidental damage while you were moving house. Another problem is that the agreement says that you must inform them if you're changing your address. It's important to remember that with hire purchase, the items you thought were yours actually still belong to the store until you've made the last payment. You might think you were moving YOUR TV from one house to another, but in fact you were moving THEIR TV.

Nevertheless, I'll contact them and ask how they can help you.

Where's my money?

Please help me. I was to take a bed from a furniture store in Francistown on hire purchase. So I paid a deposit. That was last year October.

I wanted for them to deliver the bed but they never came. I went to them in a week time after paying the deposit but they said the deal was not captured well so they want to capture it again. In a month time, I decided to call to get my money back. They said they will do the paper work to reverse the money. I waited but the money never came. Then they said they are capturing it as a laybye to make the money to come back. Till now I had no positive response from them, they keep on saying they long sent the mail to the head office.

I'm still sometimes surprised by how useless some stores can be. This store must sell hundreds, if not thousands of items every year so there's no excuse for making mistakes when capturing a customer's details into their computer system. Is it really that difficult? And now they're talking about converting this to a laybye in order to refund you? That makes no sense to me but if that's what they need to do, then they need to do it and not bother you with their silly internal procedures.

I'll contact the store and see if they can treat you like a customer whose money they've taken.

The Voice - Consumer's Voice

Is this device new?

Please help me out. I have a complaint regarding a cellphone store in Molepolole. I bought a tablet around September 2025, then in October the tablet could not read the SIM card. I took it back to the shop and I was told thar it's been taken for repair because it was still on warranty. OK fine.

Then they failed to repair it and was given another one which was on display since they said it's the only one left. OK fine I took the tablet but when I tried to install Whatsapp a message will appear saying "there are certain chats on this device which are not allowed and this number is blocked from using Whatsapp". Then after a few days when I was trying to install again certain chats with Indian faces appeared on the phone. I deleted them, then again after three days Whatsapp was blocked again with the same message about the chats with are not allowed. I tried searching through the phone to find out what the problem could be, so I found out that the device has an administrator.

I went back to the shop and was told to come back again later. I went there and was told the manager is not there, but he's the one who told me come back to the shop on Monday. These people sell us used phones and claim that the phones are new. Please help me.

The owners of this store obviously don't read The Voice because if they did, they would know about the Consumer Protection Act and what it demands from suppliers. Or perhaps they just don't care? It's not the first time we've had complaints like this about them. In case they're reading The Voice for the first time, I'll explain it to them very simply. Section 14 of the Act says that consumers are entitled to products that are "free of defects and are of a quality that consumers are reasonably entitled to expect". Section 15 also says that we can expect "goods which are of good quality, in good working order and free of defects". In simple terms, products should work properly.

However, we all understand that problems happen and the Act says that if an item is faulty, the consumer can return it within 6 months for a repair, replacement or refund. However, the Act does NOT say that the store can replace the faulty item with something inferior. Finally, Section 13 of the Act says that a supplier that "offers used goods shall inform a consumer" that they're not new. This device is obviously not new.

Well done to this store for breaking 4 different parts of the Consume Protection Act. I'll let them know.

Where's my money?

I had a policy with an insurance company paying P250. The agreement was it will not increase installment so when seeing that they increased I went to them and they said they is no how the policy can't increase the installment. They refused to give me all that I had already saved but it was a savings policy. My question is why they said the time phase didn't allow me to get my money back. When I called them they said it was an investment not a savings policy, so in the first two years it's their money and mine starts on third year.

Is there any help I can get?

I think this is a case of what they call "front-loading" of commission. When an agent sells an investment policy, they earn a commission payment. However, the investment policy might last for 5 years, 10 years or even longer. Instead of the commission being paid over the lifetime of the policy, all of it is paid in the first year or two. There's nothing wrong with that but it means that in the first 1-2 years, the commission can be as much as the premiums you pay into the policy. That means there's nothing saved in that period. You only start accruing money and interest after that period is over, sometimes not until the third year. The problem is that agents don't always explain this, even though they're meant to.

Realistically, there's not much that can be done, this is how these policies work but I'll ask the company to call and explain it to you.