Saturday, 15 September 2018

The Voice - Consumer's Voice

Why did they take my money?

I have run accounts with my bank for a long time and was credited with various debit and credit cards. All has been smooth for all the years until I failed for the first time to pay my loan monthly instalment and, within a week, they transferred all the balances into my loan account without prior communication. Let it be known that I had been in communication with the bank once I realised the difficulties ahead. I was made to write a letter which was never responded to. Please assist.

I’m sorry to say that there’s probably nothing that can be done to help you with this.

The reason I’m pessimistic is that this is how banking works. If you have various accounts with a bank and one of them falls into arrears or becomes overdrawn without approval, the bank is within its rights to move money between your accounts to remedy that situation. So if you fall behind with your loan or your current account goes overdrawn by P500 and the bank sees that you have P10,000 in your savings account, they can move the P500 from the savings to the current account without consulting you first.

The reason they can do this is simple. It’s because you agreed they could. You might not remember it or perhaps you didn’t notice but when you signed the loan agreement there was a clause saying that they could do this. This is common practice with bank loans. Obviously if the bank had some sense of customer service they would have contacted you first and asked what was going wrong and maybe offered you some help but they weren’t actually obliged to do that. In your case you say you alerted the bank to the problems you were facing but clearly that message ever got through to the right people. Or perhaps it did and they decided they didn’t care.

We can contact the bank and see if they can contact you and explore ways to help you but remember that bank aren’t charities. They want your money. Kindness is not on their list of priorities.

Why won’t they repair my TV?

I am launching a complaint about a television I bought not so long ago and upon returning the television I did not find help although I am entitled to the guarantee and warranty services that we had agreed.

I lay-byed the television just two months ago and as we agreed to the three months lay-bye policy I paid my TV in time until I finished it on the 23rd August when I then took it home for use. A week after the purchase my TV slightly hit a wall when it went dark. Two days later I went back to the store to inform them about the damaged product, they did not help me and so I decided to look for help were I could find it better, Consumer Watchdog.

I bought this television very expensively, P1490 and it's really sad and heart breaking to lose such much money on a product I never really used and enjoyed.

I really and kindly hope my request complaint will be met. Thank you.

I’m very sorry but I don’t have any good news for you. The warranty that comes with something like a TV guarantees you a solution if there’s either a manufacturing problem with the device or a subsequent fault during the warranty period. The warranty does NOT help you if the TV is damaged accidentally or carelessly after it’s delivered and that seems to be what happened here?

Think of it this way. Did either the manufacturer or the store break the TV? Did either of them do anything that led to the damage the TV experienced? Was it, in any way, their fault that the damage happened? I think not.

I know it’s too late for you in this situation but the best advice I can give you is to get a household insurance policy. Yes, this costs a little money but it would have paid for the repair of replacement of your TV when this accident occurred. It would also have covered anything else that might have been damaged or lost. Insurance might seem expensive but only until the first time you submit a claim. That’s when you realise that not having insurance can be a very expensive oversight.

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