Saturday, 26 July 2025

The Voice - Consumer's Voice

Where's my phone?

I need your help. I bought a second hand phone a few months ago. The phone was never okay from the first month. I told the guys at the shop my challenge is I stay in Francistown but bought it in Gaborone. I took it to them last month, but now they were telling me stories.

I took it to them again on 23rd May and when I got there I was told the technician was off since it was a Saturday so I should bring it back on Monday. I called the owner who was in SA at the time to tell him I will leave the phone with someone, she took it back to them but refused to take it. The owner later called the person I left the phone with to say he is still out of the country he will call when he comes to return the phone but he never did.

In short look like they are not willing to give me a new phone or refund me. I can't just lose my P4500 money like that. If they don't want to give me another phone its better they just give me back my money. I'm sick and tired of the their games.


Unfortunately, when you told me the name of this store, I wasn't surprised. It's not the first time I've dealt with them and each time before the story has been the same. They have a history of selling phones that rapidly go wrong and then doing their best to avoid their responsibility to fix the problem they caused for their customer. Obviously, they're in breach of various parts of the Consumer Protection Act but just as importantly, they're showing you contempt.

I contacted the store and they're still taking their time. I think it's time to escalate this situation and complain to the Competition and Consumer Authority. Maybe they can help us persuade the store to do the right thing?

Who can take action?

I'm not sure if this would be the right platform to address this issue. We stay near a bar and night club. This club generates a lot of noise that kids cannot study well. We can't even sleep well. Their customers make noise by the security wall and talking loudly till morning. We wonder how our kids will survive on their education. Please help.


I think this is a certainly a consumer issue. Even though you're not a customer of the bar, you are suffering from the way they operate and their failure to behave like a good neighbour.

The consumer angle here is with Gaborone City Council. I assume you pay rates (obviously you should) and as a result, you're their customer. It's their job to enforce the various Bye-Laws that I'm sure say that bars, clubs and restaurants in residential areas need to behave themselves and not cause a disturbance to people like you who are trying to live a normal life nearby.

The good news is that your local council, Gaborone City Council, has recently become very active, enforcing the law, shutting down unhygienic restaurants and supermarket kitchens and cleaning up the environment. This is the time to ask for their support. I suggest that you submit a complaint to them and get your neighbours who are also bothered by this bar to do the same. The more people who complain, the more likely they are to treat this seriously and take action.

Saturday, 19 July 2025

The Voice - Consumer's Voice

Must I pay them? (Certainly not!)

In April last year, I purchased a Tecno Spark 20C phone from a cellphone dealer in Kazungula. Around October, the device suddenly went into device lock mode. When attempting to switch it on, a message appeared instructing me to return the phone to the supplier for verification, and I was unable to access any features or data on the device. I promptly returned the phone to the store and explained the situation. They informed me they would send the device to their supplier in Dubai for further checks. I made several follow-ups, but each time I was given a different explanation. I also learned that five other Tecno devices were experiencing the same issue and that mine was in a queue for repairs. They temporarily borrowed me a smaller Samsung phone that was also under repair, with the understanding that it would be returned once my Tecno was fixed.

In January 2025, the Samsung began displaying screen glitches. I returned it and they claimed it needed a software update. I updated the software, but the issue persisted after a week. I returned the Samsung and again requested my Tecno. More delays followed. In March I attempted to open a case with the police, but they informed me that consumer-related matters were outside their jurisdiction.

Last week, I returned to the shop and was informed that the Tecno had finally been repaired. However, the screen now has visible damage at the bottom. Despite that, I am willing to accept the phone in its current condition. The current challenge is that the store is now demanding that I pay P1,000 to "buy back" my own phone the same device I returned due to a manufacturer-related fault. I would greatly appreciate your assistance on how best to handle this situation.


You are being far too kind. This company is talking complete nonsense and they know it. Unfortunately, cellphone dealers often make up stories like this but this store has gone further than most. Instead of dealing with the problem responsibly, they gave you another phone they knew was already faulty, offered you endless excuses and finally want you to pay to get your phone back? This is ridiculous.

I'll contact the store and explain to them what the word "incompetent" means.

Must I pay them? (Probably yes.)

I wanted to ask you something here. I went to a cellphone shop. I accidentally touched a speaker that was on top of the other speakers and it nearly fell but fortunately I managed to hold it but another speaker fell and broke. The shop owner said I have to pay for the full amount of the broken one. It's around P200.

It's something that happened unintentional and even the way they put their things it's risky. I don't mind paying but what if the same thing happens to a client that is without that cash. Is it ideal for them to pay and what if they don't pay because they don't have money. Is it the right thing to do?


Let me ask you a different question. If you knock over someone's drink in a bar, what do you do? It's easy, you buy them another drink. Isn't this a similar situation? You broke something belonging to someone else. Isn't the right thing to do to pay them for the damage?

Maybe the store has insurance but it's unlikely to cover damages this small because it will fall below the 'excess' level their policy offers. And if they don't have insurance? They have no business sense.

Saturday, 12 July 2025

The Voice - Consumer's Voice

Kindly advise!

May you kindly advise me here and maybe you can assist. In 2022 I bought some furniture on higher purchase. I managed to pay I believe all the debt I'm only left with arrears of about P4,000. I haven't paid since I lost my job in November 2024. They threaten to take the furniture but I recently went back to my contract only to realise that they actually made me pay for bunk beds twice. The said instead of 1 set of bunk beds I took 2 which is not correct. I'm realising now that I must have overpaid since they said I bought 2 sets when in the actual fact it's 1 set. These people have tormented me daily even threatening me with jail. They did not want me to pay any amount I have, they insist I should pay the total balance though I explained that I'm currently not working. This whole thing drove me to depression. Please advise on what step I should take now.


I'm sorry to hear about this. The problem with hire (not 'higher') purchase is that the arrangement is very one-sided. If things go well, you buy goods for typically twice the cash price. However, if things go wrong, you have almost no protection. The goods don't belong to you, they belong to the store until you've made the last payment. That means that the store can repossess the goods whenever they want to if you're in arrears.

I spoke to the store and they confirmed that you were being billed correctly, for one double bunk bed, not two.

However, I disagree with their suggestion that you must only pay the full amount. You should pay whatever you can afford. It's very important to keep paying as much as you can afford and as often as possible. Show them that you're doing your best. The worst thing you can do is to go silent and not pay a thing.

The sooner you pay off this debt, the sooner you can get back to a normal life.

Be careful what you click on!

If you're on Facebook you'll have seen lots of advertisements for giveaways and competitions from large chains of supermarkets. Most commonly recently they appear to be from Sefalana or Fours. Both reported that the company was
"giving away 280 refrigerators and washing machines that are unsellable due to minor scratches and dents, all in good condition and brand new, so we will randomly send them to followers every day. All you have to do is type @ and hit highlight. If it turns blue, you have been selected."
But this is fake. It's a scam.

What happens is that as soon as you reply, you get a message from them saying you're a lucky winner and all you need to do is click on a link. This takes you to a web page where it asks you to register for a video streaming service for P3.56 per day.

I suspect this is what it's all about, that daily payment. I bet they'll make it very difficult to unsubscribe from the service. And who knows if it really will be just P3.56 each day?

The lesson is to be very careful about what you see on Facebook. Don't share things that you think might earn you a gift or some money. It's always a scam.

Sunday, 6 July 2025

The Voice - Consumer's Voice

They took my money!

I mistakenly transferred funds to one of my saved beneficiaries using my banking app. I notified the bank. The bank contacted the beneficiary to activate the account since it has been dormant for a long time of which he obliged.

Yesterday I contacted the bank and they said the account of the beneficiary had some arrears and the beneficiary should clear those arrears first before they can reverse the transaction. The beneficiary has since indicated that he has no funds to pay those arrears. This is unfair and disappointing since am the one who sent these funds erroneously. I really need this money. Please assist.


I'm sorry to hear about this. Unfortunately, there's probably little that can be done in this situation. The bank didn't make a mistake when they processed this transaction for you, their computer system simply followed the instructions you gave it.

It's also not their fault that the person who received it owed them money in their dormant account and when it was reactivated, they took the money to pay off their debt. That's standard practice with banks, they can take money owed to them from wherever they can find it in the customer's accounts.

However, I'll contact the bank for you and see if anything can be done. But please don't get your hopes too high.

They took my money twice!

Hello Richard. I opened a funeral policy with an insurance company and to my surprise they deducted the premium twice from my account in May. I called my agent to lodge a complaint and she told me that she is unable to help me and I should search for their contacts on Facebook.

Since the beginning of June they have been sending me from pillar to post just to refund me because apparently they captured my policy twice. They say for them to terminate the duplicate they will have to deduct twice again end of June and the waiting period is 30 days for termination. I need help because I feel robbed and tired of pestering them for my refund.


I really don't why some companies like to make things so complicated. This is a very simple problem and the solution should also be very simple. All they need to do is to cancel one of the deductions and then calculate how much they need to refund you. And then they just need to pay you.

I also think this idea that you should wait for 30 days for termination is unacceptable. Section 14 of the Consumer Protection Act says that a company must offer services to consumers "in a manner and quality that consumers are reasonably entitled to expect". It's reasonable to expect that a company that makes a mistake, particularly one that costs the consumer money, needs to fix that problem quickly, not after a month.

I'll contact the company and urge them to stop fooling around and fix this for you.

You also need to get a better agent. If all they can do to help you is suggest you search on Facebook, they need to think again. They were paid a commission for opening your policy so they need to earn that money by treating you with more respect.

Sunday, 29 June 2025

The Voice - Consumer's Voice

I need a refund!

I request your assistance regarding a matter involving a car dealership, where I purchased a vehicle but have yet to take delivery of it, despite having paid the full amount of P65,000. In March 2025, I paid a deposit for the purchase of a car. Shortly thereafter, I was informed that the car had been loaded and I was required to pay the balance, which I did. However, three months have now passed, and I still have not received the vehicle. Throughout this time, I have been given numerous and inconsistent explanations for the delay. At different points, I was told that the vehicle was being registered, but the system was down. Then the car was undergoing valuation. Then the delay was due to clearance issues at CID. Then the vehicle could not be valued at BURS because of discrepancies in the invoice amount and there were BURS raids affecting the process. Despite all these explanations, the car remains undelivered. I have personally gone to inspect it, and it is indeed parked and gathering dust. I was initially told that the car would be delivered within five working days, a promise that has not been fulfilled, three months later.

I am now left with two options, that I be refunded, or the dealer urgently resolves the issues and delivers the vehicle. I would appreciate your advice on how best to proceed.


I contacted the owner of the dealership and, to her credit, they responded very quickly. They explained that there had been problems with BURS but promised that your car would be delivered next week. Please let me know what happens? Let's hope they keep their promise.

Where's my refund?

I have a concern regarding an iPhone 13 Pro Max I purchased on 6 June 2025. From the moment I received it, the screen was shaking and appeared faulty. I immediately raised this with the staff, and I was informed it was a software issue. They updated the software, and the phone seemed fine for a short while. However, the problem recurred the following day, and I contacted the store again. They once more claimed it was a software issue, performed an update, and returned the phone to me.

On 17 June 2025, while I was using WhatsApp, the screen suddenly displayed lines, indicating an internal screen problem. I rushed back to the store to report this. One of the staff members told me it was physical damage, despite the fact that the screen has no cracks or signs of external impact. I was told that I may have sat on it or dropped it—neither of which is true.

They took the phone for diagnosis, which they said would take 7 days. After discussing the matter with my sister, we returned to the store to request a refund, but after waiting for over two hours, I was told the refund would take 21 working days to process.

I am kindly requesting your assistance, I believe I am entitled to a quicker resolution.


This store has missed something important. Section 16 of the Consumer Protection Act says that a supplier who sells a faulty item must, if it's returned within six months, repair it, replace it or refund the customer. It's important to understand that the supplier can decide which option they prefer. However, what they often forget is that if they repair it and the same fault happens again within three months, they lose the right to repair it again. They can now only replace it or refund you.

So all these excuses about physical damage don't mean a thing. But the good news is that I think they realize they've done you wrong. That's probably why they finally offered you the refund. Eventually. Let me know what happens?

Sunday, 22 June 2025

The Voice - Consumer's Voice

They took my money!

An insurance company has been deducting money from my account but I've never opened a policy with them. A relative of mine had opened a policy with them and I was in that policy so since I'm not their client when opening the policy they chose to make it mine but I wasn't aware of that. I asked that they close it the very first month I noticed they were deducting money from my account. The policy was closed after 5 month and still after closure they deducted money from my account. When they closed the account they sent 2 months worth of deduction to the relative who opened the policy but they have been deducting from my account. I've zent emails and I'm being tossed around. I don't know where to go anymore please assist.


This is a complete mess. I understand that everybody makes mistakes sometimes, we're all human, but when we make a mistake the decent thing to do is to own up, fix the problem and make sure that it doesn't happen again. It's even more important to behave like this if you're an insurance company that is taking money from the wrong person. They should be asking themselves whether their real customer was covered by the policy during the time you were paying for it.

I contacted the company and they responded very quickly, promising to investigate. Two days later they contacted me again saying that the matter had been resolved, which is good news.

However, I have one question. How did they get your bank details?

Can he get them back?

My brother got furniture on higher purchase. So for the past 2 months he couldn't pay and they came and took some of the furniture and left some. They have been pestering and threatening him with endless calls to pay but he always updated them. So this morning the money he has being waiting for has been credited. So he was asking them if they are bringing back the ones they took as he is paying for all the furniture, but it seems they want to accept the money and not return the other furniture taken. How does he go about it?


There are some very important things we need to understand about hire purchase. Firstly, it's called 'hire' purchase because until you've paid the last instalment, you're hiring the goods, you don't own them. They still belong to the store. That changes a lot. For example, it means that they can claim back, or 'repossess', their property whenever they think they have a good reason to.

And what are those 'good reasons'? The best one is being in arrears. If you fall behind with your payments, the hire purchase agreement will say that they can repossess their goods whenever you are in arrears. They don't need to go to court to do this because that's also in the agreement. What it also says is that they can register you with a credit reference bureau when you owe them money.

In your brother's case, it really depends on how generous the store is willing to be. They can keep the repossessed goods and continue charging your brother the monthly instalments until the end of the repayment period if they want.

I contacted them and they're investigating. Let's hope they can be generous.

Sunday, 15 June 2025

The Voice - Consumer's Voice

Can I get my money back?

Kindly assist. I bought a new TV on hire purchase. The TV was fine until March when it started producing some black spots on pictures, I reported it to them as it is still under warranty and they took it for maintenance but to my surprise after 2 weeks it was brought back unattended because it showed the same problem. I sent it back with them. They brought it back again after 2 weeks with the same problem and then they promised to exchange it when I demand my money back.

They later called me and told me that they can't replace the TV because the technicians are saying they can't find a problem and then I asked them to talk to the salesman who confirmed that it indeed has a problem. Now they are saying they are taking it back to the supplier. She then said the senior manager is saying they can't give me a new one or my money because I have used it for more than a year even though it's still under warranty. Please help me recover my money because it shows that it will be back and forth issue.


This store is obviously very confused. They're confused about how to deal with consumer problems and very confused about consumer rights. Clearly none of them have read the Consumer Protection Act. Or if they have read it, they clearly don't understand it. Mostly, they seem very confused about what to do. In a situation like this, they just need to make a decision about what to do. Importantly, it should be a decision that addresses YOUR needs rather than theirs.

I contacted their Head Office in South Africa and they responded reasonably quickly. They're trying to contact you. Let's hope they make a decision. Quickly.

Where's my refund?

I paid for a car and have all the receipts but the guy delivered a wrong car and promised to deliver one we agree upon. After i realised he might take me for a ride I hastily drew up a contract and he signed. He then managed to order the one we agreed upon. I was not allowed to see the car because apparently the guy was failing to pay the balance at the bond warehouse when the car arrived.

Around May I realized I might not even get to see the car so I called him in order to give him a cancellation and refund letter. I even gave him extension after extension and there was always a story after another until BURS released the notice about the importation of cars and found out that he undervalued the car. So I gave him an acknowledgment of debt letter of which he read and signed too but to date its story after story. He said he found a client but he is even failing to communicate with me effectively. I do not want to take the matter to court as I feel it will drag on for a very long time and either way I could not even have the car because he has not yet fully paid the BURS clearance and registered the car.

I had taken a P50,000 loan to help get the car but now am repaying a loan and the money had not worked for me. Your assistance will be of great assistance.


So far you've done everything right. Most importantly you forced this guy to sign an agreement promising to repay you. However, he doesn't seem to understand what a promise is.

I'll contact him and see if I can add to what you've already achieved.

Saturday, 7 June 2025

The Voice - Consumer's Voice

Where's my tombstone?

I am in need of your help. I engaged a company for a tombstone amounting to P17,055. He asked for first payment which was done on 5th March as P10,000 and we agreed the installation would be done in March. On 1st April he asked for the final payment and details of the tombstone. Till date he has not delivered on the tombstone. I have called him for feedback and he says he has orders dating as far back as last year. He says he deals with many clients.

I even went to the Police and he is saying for him to refund I need to wait for him to sell the tombstone first. I don't believe it's ready because he should have at least sent me a photo to give me assurance, and I can't wait for him to sell as he is claiming.

On 1st April when demanding for the final payment he said the stone is ready, and now it's a month without any communication and I am the one following him as if I owe him, he should have communicated that he has so many customers coz I shouldn't have settled for that. I need help with my refund I no longer want to deal with him.


I have bad news and good news.

The bad news is this is the third time a reader has complained about this company. In the past it's been similar stories. Money paid, tombstones not delivered and promises broken.

The good news is that I made some progress when I contacted him. He's still promising to pay a refund but this time after he's repolished the stone and removed the name of the deceased and resold it. Given my experience with this and other tombstone suppliers I'm not very optimistic. But we can't give up.

Can't I just return it?

I bought a Redmi 14C phone on the 21 May. I didn't use the phone because I noticed the fault the same day I bought it. I then returned it to the shop on the 23 May but they refuse to exchange for me. Rather they took the phone back and said it should be sent to technicians first.

At the back of the receipt it is written that if the customer is not fully satisfied with the product, it can be exchanged or refunded. I need a refund not a repaired phone on first buy. What about 7 days policy? Is it right?


This store has caused some confusion.

I think the 7 days they refer to is the time when you can simply change your mind and return the item. A store isn't required to offer this service, it's just good customer service.

However, there's also the warranty period which is the period when the supplier is required to deal with a faulty item. If a faulty item is returned, they can choose whether to repair it, replace it or refund you. When you returned the phone they saw it as a faulty item to be repaired, assuming you wanted to keep it. I think it's best to allow them to try to repair the phone.

But they shouldn't take too long about it.

Saturday, 31 May 2025

The Voice - Consumer's Voice

Can I return the shoes?

Good day. I bought shoes and I bought wrong choice wanted to take money and they say it's not possible to refund. Everything is in good condition.

Is there any possibility that I get the money back?


Unfortunately, I don't have any good news for you. Section 16 of the Consumer Protection Act says that if we buy goods that are faulty within 6 months of purchase, we can return them to the supplier. That supplier can then choose whether to refund us, replace the item, or repair it. It's important to understand that the decision about which option to choose rests with the supplier, not us as consumers. It's a common source of frustration for consumers that stores try to repair something instead of refunding us. However, it's also important to note that if they do repair a faulty item and the same fault occurs again within the next three months, they can then only replace the item or refund us. They don't get a second chance to repair it.

In your situation, it's different. As I understand it, there's nothing wrong with the shoes, it's just that you chose the wrong ones, so you have no right to return them. Obviously, some store managers are kinder than others and some will allow you to return things if you changed your mind or if you made a simple mistake like yours. But that's just good customer service, it's not a right we have.

Can we make them pay a refund?

Hey Richard, my parents got scammed by a construction company. My parents engaged them to build their retirement house and paid them a deposit of P400,000 to begin works. Its been a month and the company has only sent out people to dig the site and that was it. They have since tried calling the owner of the company, but he keeps avoiding their calls. We don't know what to do.

They sent him a notice of breach and that they are terminating the contract but they have ignored our messages. Please help.


I contacted the builder and, to their credit, they responded very quickly with a very long email explaining that they "sincerely apologize for the distress and inconvenience caused to the client regarding the incomplete project. We fully acknowledge the client's frustration and understand their rightful expectation for closure on this matter."

They also said that they were "navigating a difficult financial period, which has delayed our ability to refund the client in a timely manner" And that they are "currently in the process of stabilizing our operations, and as part of our resolution strategy, we would like to formally propose a sit-down meeting with the client to agree on a practical way forward — such as a payment plan or another suitable arrangement".

So far so good. Let's see if they keep to their word and arrange a payment plan that suits everyone and allows your parents to carry on with their project.

Update. Unfortunately, there was no progress at the time I wrote this. It looks like the matter will be going before the courts.

Saturday, 24 May 2025

The Voice - Consumer's Voice

I'm a victim!

My documents have been used to get a loan, and now they refuse to absolve me from the case even with evidence of statements and payslips provided. My Omang, as for the payslip, they were fabricated, the account numbers were changed and figures were changed. The police are doing investigations but the lender is not even willing to listen or do anything.

The police say they are on it but I have only received a call from them once. Thing is in my case I am the one who was to open the case and not the lender, though I am a victim in the case of fraud. Its like there are many cases currently being investigated but with me the institution at hand does not want to do anything or absolve me from the case even with evidence provided.


This is going to be difficult.

I contacted the lender and they told me a much more complicated story. According to them, you visited one of their branches and completed a loan agreement. Apparently, one of their employees went through the KYC process and saw your identity documents. Your signatures on all the documents seems to match each other.

They say that your report to the Police, which says you were the victim of a fraud and never received the loan, doesn't prove anything. They later gave me the details of the bank account to which they paid the money and it's not the same bank you say you're with. Nevertheless, they don't see this as sufficient evidence of fraud.

Their suggestion is one that I agree with. You need to encourage the Police to conclude their investigation, prove that a crime was committed and that you were its victim. Then they might be able to fix this problem. 

Be careful what you click on!

Anyone on Facebook will have seen lots of advertisements recently for giveaways and competitions from large chains of supermarkets. A recent one appeared to be from Sefalana, another seemed to be from Fours. Both reported that the company had "480 refrigerators and washing machines that cannot be sold due to minor scratches and dents". To get one of the items, they say that all you need do is reply to the post and then share it in various Facebook groups and pages. But it's all fake. It's a scam.

What happens is that as soon as you reply, you get a message from them saying you're a lucky winner and all you need to do is click on a link. This takes you to a web page where it asks you to register for a video streaming service for P3.56 per day.

I suspect this is what it's all about, that daily payment. I bet they'll make it very difficult to unsubscribe from the service. And who knows if it really will be just P3.56 each day?

The lesson is to be very careful about what you see on Facebook. Don't share things that you think might earn you a gift or some money. It's always a scam.

Sunday, 18 May 2025

The Voice - Consumer's Voice

Why can't they refund me?

Kindly shed some light regarding this matter. My son used to go to this certain school and at the beginning of every term l deposit a terms worth of money in their school account to pay for the fees.

Last year at the beginning of the year l removed the said child from that school and enrolled him at a new school. I don''t know how l kept the old school's account number and at the beginning of this term l sent money to the old school. When l realized the mistake l communicated with the old school apologized for the said mistake and asked them to reverse the said money. l just got their reply stating that l should go to the bank and ask them to reverse the money. Is it possible that when l go to the bank l will be helped? Kindly walk me through the steps l should take.


I'm not a banking expert but I know this much. I know more than this school knows.

Can you imagine what would happen if a bank could simply be told to reverse a transaction the way this school thinks can happen? It would mean that anyone could change their mind after paying for something. Someone could buy a product and then get their money back.

I think you should educate the school management about this. Yes, it was your mistake, and I think you should suggest that they can deduct any transaction fees from the money they refund, but it doesn't change the fact that the school needs to make a little effort to return your money.

If necessary, I'm happy to contact the school for you. 

Is it fair?

May I kindly inquire. I owe a furniture shop and the debt is in arrears. They handed me over to their debt collectors as I appear on ITC but now their threatening with repossession of the furniture when I asked them to make a payment arrangement as they already handed me over.

Is it fair that they want to repossess the furniture when I still show interest in paying?


No, it's not fair but it is how hire purchase can work.

The first important lesson about hire purchase is something I've said many times before but it's worth repeating. It's called 'hire' purchase because until you've paid the last instalment, you are hiring the goods, you don't own them. That changes a lot. For example, it means that they can claim back, or 'repossess', their property whenever they think they have a good reason to.

And what are those 'good reasons'? The most important one is being in arrears. If you fall behind with your payments, the hire purchase agreement will say that they can repossess their goods whenever you are in arrears. They don't need to go to court to do this because that's also in the agreement. What's it also says is that they can register you with a credit reference bureau when you owe them money.

However, there might still be hope. Let's both contact the store and see if there's still an opportunity to settle this debt amicably.

Saturday, 10 May 2025

The Voice - Consumer's Voice

Can she get her money back?

Hello Richard. Please help. My Mom got scammed by a woman claiming to be calling from her bank. She requested for account number and pin number then she kept on asking for OTP codes until she took P16,000 from the account.

Now I'm asking can they be traced through the number or bank transfer. Is it traceable?


Unfortunately, I can only offer you bad news. The nature of scammers is that they do their best to transfer any money they've stolen from the victims outside the country as soon as possible to stop the banks and law enforcement agencies from tracking the money and putting a hold on it. There is a small chance that if you alert a bank soon enough they might beat the scammers and hold the money but, in this situation, every second counts. If the victim waits even for minutes, it will probably be too late.

I know it's no comfort but your mother is one of many victims of these scams. I know a few people who've fallen for scams like this and I'm sure many readers of The Voice will know others.

One thing your mother MUST do is to report this to the Police. There's a possibility that someone here in Botswana was part of the scam and if so, they need to be dealt with.

Tragically, the only things we have to protect us are education and public awareness. We can our best in The Voice and in the Consumer Watchdog Facebook group but it depends on every one of us spreading the word to the people we care about who are less aware than we are. It's only as a community that we can beat scammers.

They're refusing my refund!

Kindly assist. Last year we registered a company through a consultancy. He assisted with everything we wanted. Now we wanted to make some amendments to our shareholding and we contacted the company and I met him at his office. I then explained that we wanted to remove other shareholders and he charged P850 for that which he demanded upfront payment which I paid in cash.

In our agreement to the service I gave him time frames which he did not meet and later he stopped taking my calls. I then went to his office to request for a refund he is now refusing to. The question is where to I report this guy to pay our money back?


This should be fairly simple, it's not a complicated situation.

However, as we all know, some companies like to take a simple situation and make it much more complicated than necessary. Rather than doing what they've been paid for, or offering a refund, they decide to make like difficult for you. And also for themselves.

I'll contact them for you and see if I can persuade to simplify this situation and give you your refund.

Meanwhile, in future, you know you don't need a consultant to form a company for you? Unless your needs are very complex, you can do it all yourself at the CIPA web site. It's a lot easier than you think.

Sunday, 4 May 2025

The Voice - Consumer's Voice

Where's my alarm?


In February I sought a quote from a security company for an alarm monitoring services which they offered. They went to survey the building and asked me a few questions including where I bank. We agreed on the quote and was made to sign a contract where I provided all my details including the bank account details where they would debit moving forward. I was asked to pay a deposit cash and was issued a receipt on the 5th March. To this day, they haven't connected me. They have not fitted their transmitter. I called them several times and the Palapye office always tells me they are waiting for their Head Office to approve since they don't bank with my bank. Mind you, when I was filling in the paperwork, the person who was there to assist me said my bank was compatible with theirs. Please help. I feel they are in breach and if my business get broken into, who do I look to?


Maybe they don't want your money? Maybe they're happy just to keep the deposit you gave them?
They certainly don't seem to want your business.

I don't understand why they have a problem with your bank. Do they only accept money from people who have the same bank as they do? I don't believe that, it's a crazy idea. I suspect they're just making up excuses to cover their inefficiency. It should take days at the most to set up a payment mechanism, not nearly two months.

I emailed the company but haven't heard back from them yet. Let's see if they really want new customers? And if they don't, they need to give you back your deposit.

Why can't they cancel my policy?

I have been having an issue with my bank charging for a stop order for my insurance. I cancelled the stop order on 28th February 2025 but even up to now they are still deducting my money from my account and when they try deduct the money and there is no money they still try attempt to deduct the money which for means there is a penalty of about P360 each attempt.

Sir I have been suffering about this till now. The insurance company still makes attempts to take my money. Today they took the money from my account even though I stopped the policy in February 2025. Please help me sir.


This isn't good enough. I think we all understand that there are sometimes delays in stopping regular payments from our banks when we cancel something like an insurance policy but it should never be for longer than a month and any refunds should never be paid later than the following month. Anything else is a sign that a company can't be trusted with our money.

What they often forget is that consumers are often punished by their bank for these payments, as you were. These penalties can be very expensive.

I contacted the insurance company and, to their credit, they immediately accepted responsibility for their mistake, even though they explained that you'd contacted your insurance agent rather than going directly to them which slowed things down.

A refund of P1,655 to cover the payments and bank charges should reach you very soon.

Sunday, 27 April 2025

The Voice - Consumer's Voice

They keep deducting!

Please help me resolve this issue I have. I cleared my loan on January 22nd this year and the lender deducted in February which I understand since payroll for the next month had already been processed. They refunded the money on March 4th. I then asked if they had closed my account to which they confirmed that they did.

To my surprise, they deducted again in March. I called them and talked to someone who acknowledged that it was a mistake on their part and promised that I will get the refund first week of April. Mr Richard, to this date I still haven't received my money, I have been calling their offices only to be met with excuses and empty promises. I received my pay slip today and to my dismay I found out that they have deducted money again for April.

I have stop orders that have been bouncing since February because of this issue.


There's a word that describes this. 'Incompetence'.

You were very reasonable when you understood that the deduction for February might happen because of payroll processes. However, the deductions for March and April are unacceptable and suggest that something is very wrong with the way this lender operates.

I contacted them but have so far not had a reply. I'll keep trying but in the meantime I think that NBFIRA, who regulate non-bank lenders, deserve to hear about this so they can ask the lender to explain themselves. I wonder also if readers of The Voice and the Consumer Watchdog Facebook group deserve to know who they are as well?

Must I pay it all?

I rented a car at the Airport and did not opt for insurance as I assumed the car should be insured given the nature of their business. I collected the car on the 7th April and inspection was done on the car before I left and the existing scratches were marked.

When I dropped off the car on the 11th, I was made aware of the new scratch that was in the car. We agreed that they will send the quotations through. To my surprise, on the 12th April, I got an invoice detailing how much I am supposed to pay for the repairs, P5,038.

I then phoned the owner, asking to share the costs since the car already had the scratches, which are going to be repaired in the process. He said that the existing scratches are not visible, that is why he did not take it for repairs. He said I should pay all the costs since my scratch is the one that's visible.
My request is for us to share the costs on a 50/50 basis, since the car had scratches in all the quoted areas and the same would have applied had the car been taken to the repairs initially.


Unfortunately, I have no good news for you. It was a serious mistake not to opt for the insurance the company offered when you hired the car. Without that insurance, you are responsible for all of the repair costs that you incurred when the car was damaged while you had it. If the repairs benefit the owner of the company, then that's his good luck. Whenever you hire a car, it's incredibly important that you take whatever insurance that the company offers. It's also essential to take pictures of the condition of the car before you drive it away and then when you return it.

Monday, 21 April 2025

The Voice - Consumer's Voice

Is this phone real?

I'm kindly asking for your assistance in this matter. I bought an IPhone 11 from a store at Rail Park Mall on November 30 last year. So day 2 I went to the store and complained about the phone being slow and they assumed it was my WiFi connection being poor. Okay fine I agreed with them and I travelled to Francistown so when I got there it happened that the phone freezed, I couldn't pick up calls or anything. I couriered it back to them at my own costs they told me I shouldn't update the IOS software because it's likely to crash. They told me to reset it whenever it freezes. I wasn't satisfied about the service and they brought it back with the issue unresolved. As time went on I realized that when taking calls people can't hear me and I can only hear them. Again I called them from reporting the issue they said and they said I should bring it back again and they will make sure I get assistance. I got there and they told me to leave the phone with them for 7 days and they're taking it back to their supplier. It looks like they don't want to refund me nor give me a new phone. The warranty is still valid until next month end. I feel they want to delay until the period expires and never assist me. I don't know what to do about this whole situation.


This store is hiding something from you. My first concern is that they sold you an iPhone that failed after just 2 days. That's not acceptable. Then they suggested that it's your WiFi that's' the problem instead of trying to diagnose the real problem.

Perhaps my biggest concern is that they told you not to update the operating system on the phone. That's a real worry. Why would they do that? It's possible that this phone has been "jail-broken", meaning that someone has overridden the security on the phone which can prevent later operating system and security updates. You also need to ask if it's a genuine iPhone? Whatever the reason, their suggestion is very worrying.

Whatever the situation, it's critically important that we make them understand that this phone is not acceptable, as required by Section 15 of the Consumer Protection Act which demands that products must be "in good working order and free of defects".

We must both contact this store and make sure they understand this.

Where's my couch?

I have a grievance with a furniture store. I bought a couch worth P11,000 on the 27th of December 2024 but after 2 weeks the couch started getting deformed and losing shape. I went to report this to them at end of January and was told that they will come and inspect it but it's been 2 months now and I still haven't gotten any assistance. I've been there 3 times now since reporting to follow up but I'm always being given the roundabout

I would really appreciate your intervention or assistance on this issue. I have the invoice and warranty.


This should be a simple one. I contacted the Regional Manager for this store and he lost his cool. He emailed the store manager and demanded "a clear explanation as to why we are offering such service". I've known this guy for years and when he gets angry with store managers it's not a good experience for them.

If only there were more managers like him.

Sunday, 20 April 2025

The Voice - Consumer's Voice

Where's the permit?

I need your assistance with an issue as follows. In June 2024 I engaged a company for them to assist with work and residence permits for my helper. I paid all that was due from me in July/August. I have been following up with the company. Both directors who happen to be a couple have been throwing me from pillar to post giving different kinds of excuses including the immigration system being down or the immigration office is asking for a document etc.

Now last week I asked for help from someone who works for Immigration and they confirmed that the application I have been following does not appear on the system which means it was never done. The immigration officer advised me to ask for receipts from the consultant and as usual they have been giving excuses. On Friday they didn't answer my calls and today the lady cut my calls. Is there a way you can assist in this regard? I paid them a total of about P8,000.


I think this situation might be difficult. Mainly because this person clearly has no care for her customers. She's taken your money, failed to do anything for it and then lied to you.

I contacted her but she's not willing to talk to me or offer any explanation. I think the next step is to complain about her to the Competition and Consumer Authority. And then go to the Small Claims Court for an order against them to get your money back. Readers can also comment about this in the Consumer Watchdog Facebook group so this company understands what we think of their behaviour.

Has your Facebook profile been stolen? Or did you give it away?

The number of Facebook profiles that have been 'hijacked' is surprising. Several times every day members of the Consumer Watchdog Facebook group try to post what appear to be links to pornography.

The worrying thing is that the profiles trying to post these links aren't fake, they're real, they belong to real people, often people who've been on Facebook and in the Consumer Watchdog group for a long time.

So who are these people trying to post this material? The bad news is that they're you and me, or people just like us. On every occasion we've investigated we've found that the profile has been hijacked by someone that appears to be in Vietnam. However, internet locations can easily be faked or disguised but clearly it's someone who shouldn't be accessing these genuine profiles.

How did they get control of these Facebook accounts? The victims often claim that they've been 'hacked' but it's not that simple. In most cases it's because the victims gave away their Facebook password voluntarily. They usually did this when they responded to a competition on Facebook thinking they'd won a prize and, in order to win it, they were sent a One Time PIN that they were asked to send to the scammers. In fact, that OTP is a Facebook password change OTP and as soon as they've given it away the scammer can change the victim's Facebook password and take control of their account.

The secret is simple. Never, under any circumstances, give anyone an OTP that was sent to you. It doesn't matter who they are and how well you think you know them, anyone who asks for an OTP wants more than just the number, they want your identity.

Saturday, 5 April 2025

The Voice - Consumer's Voice

Was my phone new?

I bought an iPhone 11 pro at a store in the Main Mall on 12 March 2025. I returned to their shop the same week to complain about the battery. Now the phone screen is blinking and the mouthpiece is giving me problems. I have to shout for the other person to hear me. I went to them yesterday to return the phone and the people working there were so rude to me telling me I should go to the police and report. They didn't even apologize, my money is gone just like that?


Here we go again.

The first thing to understand is that it's very strange for a store to be selling an iPhone 11 Pro as new in 2025. That model was first released by Apple in September 2019 and discontinued in October 2020. The current model is the iPhone 16 so this phone is five generations old. Obviously there will be older phones still on sale but from five generations ago? Is that realistic?

Of course it's possible that this is a second-hand or refurbished phone and there's nothing wrong with that. So long as the store is open and honest about it. The law demands this. Section 13 of the Consumer Protection Act says that goods that aren't new must be displayed with "a label on the goods that indicates that such goods are used goods" and by "placing a notice on the invoice issued to a consumer".

Then there's the failure to sell you a phone that works. It doesn't matter if it's new or refurbished, the phone should work properly. The best thing to do is to take it back and insist that they offer you what the law demands: a repair, replacement or a refund.

Where's my refund?

I need your help here to name and shame a catering company. I was hosting a birthday dinner on the 8th of March and she failed to deliver as promised and failed to communicate but I paid her deposit amount of P1,000. We tried calling her but she's been ignoring them, or switched off the phone. She leaves my WhatsApp texts on read, I've communicated with someone whom I want to believe it's her house mate but she said she's not in Gaborone at the moment. Later on she sent me messages telling me that she had a migraine and she apologizes for not delivering but she will refund me. Up to date she's not responding to any calls or texts. Please help me get my money back.


The sad news is that many of the people who work in those industries that support our weddings, funerals and birthday parties are useless. Yes, there are many who are hard-working, reliable and high-quality and who deliver the very best but they are let down by the useless ones.

Frankly I don't care if she had a migraine, she should have made a plan, either with her colleagues or with another catering company.

What you deserve starts with a top-of-the-range apology. It doesn't fix your problem but it would certainly help emotionally. And then you deserve your money back. Without any fuss and without any delays. I can contact her for you but I also think you need to give her a deadline when you want payment. If she ignores that deadline then it's worth a trip to the Small Claims Court for an order against her.

Saturday, 29 March 2025

The Voice - Consumer's Voice

Won't they repair it?

I bought a Bluetooth radio for P599 in Maun. They said it is an accessory and there is no warranty. In less than two weeks, the Bluetooth button on the radio stopped functioning. I was always on busy schedule and did not have time to go back to the store but as soon as possible I went back and told them my story. They said they can help me but at a cost. This was just four weeks from purchasing the radio. They took the radio for diagnosis and took a whole month with it, every time I enquired about the radio, they had to call their bosses. After 5 weeks of them having the radio at their repair center I was informed that they require P350 to repair the radio's button. I paid the P350.00 for the repair but I was really upset, so I want to understand if there is anything I can do about the matter?


This is slightly more complicated than you suggest. I spoke to the MD of the company, and he thinks there was a misunderstanding. The store manager reported that the radio had been physically damaged. They said the button had been broken and there were even burn marks on the speaker.

It's very important that we all understand that a warranty only covers manufacturing faults, not things that happen to the item after we bought it. Most suppliers offer a warranty for a year, others for even longer, but the Consumer Protection Act demands that everything must have a warranty of at least 6 months. We often see stores claiming that phones and electronic devices have a much shorter warranty but that's unacceptable. And illegal. Section 16 of the Act says that consumers can return a faulty item within 6 months and then the store must either repair it, replace it or refund you. However, they can choose which option they prefer.

But if we are the ones who caused the damage, it's up to us to pay for it.

They used my account!

I joined a business called Phoenix Gains last year and I gave them all my bank details. At first they were giving me money for using my bank details for their own business. They were depositing money every day in my account and then immediately they will transfer it out and leave a small amount like P100, P50. Normally in a day they were depositing different amounts, P5,000, P3,000 etc.

The manager of the bank once called me about the money in my account and to explain to them. I told them that is for the business for digital marketing.

Then in February they asked me to look for P2,000 so that I realize my profit. Now I'm in debt and all I want is the refund for P2,000 so that I give it to the person who lent it to me.


There are two things you need to do immediately. The first is to contact the Police and report that your bank account has been used by scammers. You need to do this for two reasons. Firstly, your account was used by criminals to transfer or launder money and the Police need to investigate this. Secondly, you need to protect yourself. Currently, it might look like YOU are the scammer and the Police need to know that you were an innocent participant.

Secondly, you need to tell your bank. I imagine they'll freeze your account which will be very inconvenient for you but not as inconvenient as being investigated by the Police as a potential money launderer and scammer!

Saturday, 22 March 2025

The Voice - Consumer's Voice

My kitchen is broken!

Good day sir. In 2023 December I hired a man to come and do some kitchen fittings and ceiling which later he failed to the last finishes. We paid him P11,000.

Last week one of the kitchen fittings collapsed, I requested him to came as see the incident so we can talk about the way forward as it looks like there was wrong usage of nail in the cupboards. The glass electronic stove was shattered and 20 items were in those cupboards. I texted him on WhatsApp, he just blue ticked and my phone calls he doesn't want to pick them.

Kindly advise me what to do in such matter. Thank you.


I think you'll have difficulty here. You told me that this guy was operating as an individual, not as a company and if that's correct, the Consumer Protection Act won't apply to the work he did. It's a good example of why it's best to use a registered company to do work like this for you.

Secondly, he's clearly not very good at his job. He didn't complete the work and it looks like his poor workmanship led to the collapse and subsequent damage to your stove.

Finally, he's really unhelpful. He's ignoring your messages and calls and when I contacted him he was very unwilling to give me any information.

However, there is a hint of good news. I did a little detective work and it's possible that he is actually running a company. It's worth contacting the Competition and Consumer Authority to see if they can apply some pressure.

They blacklisted me!

Sir I need your help. In 2023 I took a bed and microwave on hire purchase and I kept on paying then my job ended and I told them I'm no longer working. Then they ended up taking their products. I was trying to apply for youth empowerment money but they have blacklisted me with the amount of P7,200. What can I do?


Unfortunately, there's not much you can do. This is how hire purchase works. It doesn't matter to the store why you stopped paying, all they care about is getting their monthly instalments. You did the right thing when you told them that you were no longer working, but they still expect to get the payments every month. If you don't, eventually they will come and repossess the goods. It's important to remember that when you're buying goods on higher purchase, they don't belong to you. Until you've made the last payment, they remain the property of the store and they can repossess them if you're in arrears.

What's worse is that even if the goods are repossessed, you'll still owe the store the money you agreed to pay them and if you don't pay them, they'll record that on your credit history so that other potential lenders can decide whether to lend you money. Obviously, in your case, this prevented you from getting a loan.

Realistically the only thing you can do is to find a way to start repaying this money and only then will they update your record.

Saturday, 15 March 2025

The Voice - Consumers Voice

There wasn't even water!

I have registered a complaint with a guest house in Mahalapye about their poor service verbally while I was there, through telephone and also wrote an email. I was booked at their guest house for 4 days, and the 'executive' room that I was allocated had issues with water. At times there was no water at all or it was cold because of some malfunction. There were evenings where I had to sleep without a shower.

On day 2 I had to get my toiletry bag and cross over the compound to a standard room to shower and back. On day 3 they suggested I move to a standard room. It had no shower and I do not use lodge bathtubs for personal hygiene reasons, and the ceiling in that room had mould. All this time I alerted management and owner, but there were no other solutions, and I couldn't move to any other accommodation venue because each day they promised they will fix, but when I get back from my meetings in the evening nothing was fixed. They are ignoring my messages and email. I am avoiding posting and shaming them on Facebook as I was hoping this matter could be resolved in an amicable manner. Kindly assist.


This is a disgrace. It doesn't matter how expensive or how cheap accommodation might be, we all deserve a few basics. Clean hot and cold water, cleanliness and security are the starting points. Clearly this particular guest house doesn't understand that. Maybe they don't understand the word 'guest'?

I contacted the owner and manager of the establishment and they seemed unhappy responding. They sent two messages on WhatsApp but deleted them before I had a chance to read them. I'll keep trying. Meanwhile you might want to alert the Botswana Tourism Organisation to see if they want to advise this place on the standards they expect from establishments like this. 

Update. Still no update from this so-called "guest house". I won't give up.

Will they finish the roof?

In June 2023 ,I constructed a company to erect roof trusses and roof fascia boards. They were not put up at the time and I have since last April 24 requested them to put it up since I wanted to move into the house. The manager of the company insisted that I hire scaffolding, which I did not agree to because I assumed their prices included all tools and equipment. When I contracted them I was never informed about hiring scaffolding, this was only raised when I asked about the fascia boards. It was never explicit in the quotation that I have to hire scaffolding.

In October 2024 they requested to hire scaffolding and that we share the expense of which I agreed, but they kept on postponing to put up the fascia boards and I doubt if he`ll ever put them. I feel their delaying tactics just to get away with it. We have since moved into the house without those fascia boards.


This must be very frustrating. It's a very good example of how we must be 100% certain with builders about what is included in a quotation and what is not. It's worth asking a builder to put in writing that their quote is complete and there will be no additional charges. However, I respect you for doing a deal with this builder to get the project finished. I'm less impressed with their delaying tactics.

I contacted them and they responded very quickly, saying that they would "try to put things in order and make contact." 

Let's hope they keep their promise.

Saturday, 8 March 2025

The Voice - Consumer's Voice

How did I become a Director?

Sometime in January a couple came to my workplace claiming that l took their money after purchasing a car and l told them my husband is the one in the car business. They then said the money was supposed to have been sent into my business account and l got curious. That is when l searched for the company on CIPA site and l saw that l was a director of the company. I then went to CIPA offices to seek clarity and the lady that assisted me told me that the company secretary has the authority to add and remove shareholders. l was not satisfied and was told to send emails to CIPA and l did so.

Now my worry is l don't know the activities that took place or how many people the company defrauded during the time l was presumed director. How do l get help because l tried reporting to the police they are not helping even to open a case.


This is very alarming. It's ridiculous that you can be put in the position of a company director without your knowledge and consent.

I think you should approach CIPA again, preferably someone senior, and tell them clearly that a fraud has taken place, and that they should investigate who did this and decide what action could be taken.

I checked the CIPA web site and could see that your name has been removed now, but I still think it's incredibly important to approach them and let them know. I would also go back to the Police and ask them to record what happened, even if they can't take any action. It might help if anyone else who suffered because of this company thinks you might be responsible.

Where's the tombstone?

I need your help or advice with regard to a certain funeral scheme. It happened that my father passed on last year and he was buried in January 2024. As per the package he qualified for a tombstone that should be provided 6 months after the burial.

We made follow ups from last year September requesting for the tombstone. Until today they have not provided the tombstone, they take us from pillar to post sometimes their numbers go unanswered or they say they will give us feedback but they never do. It's been a tedious journey to deal with this company more especially a certain lady who were are always referred to but she never provide assistance. How do I go about it sir? 


I'm very sorry for your loss and just as sorry at the stress and anxiety this must be causing you. The people running this scheme should be ashamed of themselves. Too many people in the funeral industry forget that that we need a higher level of service from them. They're dealing with tragic events that require a greater quality of compassion and dedication. Unlike these people.

I'll get in touch with them and see what they say for themselves.

Readers of The Voice might recall that another funeral scheme threatened us with legal action because we reported on their failure to honour their agreements with dozens and dozens of customers. It's time these schemes were effectively regulated. NBFIRA, you're doing good work with other industries, it's time for you to do the same with the funeral scheme industry.

Sunday, 2 March 2025

The Voice - Consumer's Voice

Can they charge me so much?

I need your help sir. I have a personal bank account which I get my monthly salary. So on Wednesday an amount of P1,500 was deposited on my account. The same day when I tried withdraw P400 then the remaining balance was only P66.

Then the following morning I called them and asked why this has happened. They told me that my insurance company attempted to get P79 stop order which failed for three times. Then what they told is that each and every attempt they charge P340, total amount to P1,044. So I need help that is it possible that the penalty can be more over the attempted P79.


Charging you over P1,000 for failing to pay P79? This seems hugely excessive.

However, this will all depend on what it says in the agreement you signed with your bank and their current tariff guide. It's common for a bank to charge a penalty fee if we overdraw our accounts, but in this situation, that's gone too far. We need to speak to the bank to check if this is how the penalty mechanism should work.

We also need to speak to your insurance company to check if they were being fair. In my view if a payment failed they should have contacted you to ask what happened. Trying three times without calling you is unreasonable.

I'll contact both the bank and the insurance company and ask them why they are behaving so unfairly.

He won't repair the phone!

I am writing to formally report an issue regarding a iPhone 13 Pro Max phone I purchased from someone through a friend who was the one purchasing on my behalf. The transaction took place approximately two months ago. Unfortunately, the phone stopped working unexpectedly, and when I reached out for assistance, I received conflicting information regarding the warranty.

Initially, I was informed that the phone had no warranty. However, when I mentioned seeking legal action, I was then told that it does have a warranty. Despite this, the phone remains unfixed. I handed it over to him on Wednesday the 19th, expecting a resolution. However, I have now been informed that they intend to return the phone without repairing it.

I went to the police and they have told me to report the matter to the consumer office.

I purchased the phone in good faith and expected reasonable after-sales support. I kindly request your assistance in resolving this matter, as I believe I am entitled to either a repair, replacement, or a refund under consumer protection laws. I would appreciate your urgent intervention in this matter, and I look forward to your response.


This is going to be difficult, mainly because this might not be seen as a commercial sale, but a private deal between two individuals. Nevertheless, it still might be worth contacting the Competition and Consumer Authority to see if there's anything they can do to help. I'm also happy to get in touch with the seller to see if they can do the right thing. In future, whenever possible buy a phone like this from a reputable store. Yes, they DO exist!

Sunday, 23 February 2025

The Voice - Consumer's Voice

How much must I pay the pawn shop?

Sir I went to this other pawn shop in Mogoditshane to pawn my car since I needed cash urgently. That was in October. I got P5,000 and they said I will be paying P6,119.

Then I was 2 months without paying. When I checked in January it was around P10,000 and I told them that I will be coming to pay in 2 days only to be told that my credit will start charging day by day. Guess when I went to check after the 2 days the credit was at P13,800. When I asked why they said this is how it is. I managed to pay P9,000 and the remaining they said I should do I roll over.

Mind you at this point the car that I pawned had a breakdown in Palapye. It's there now and they told me I should bring it. I told them I don't have money to go get it. Since I signed for the roll over they cannot credit me the change. You borrow from P5,000 upwards, from that P3,800 I did manage to pay they say they will be charging day by day if I don't bring the car. When I calculated this is P1,000 per day, Please help is this how things are supposed to be sir?


Readers of The Voice will know that there are some things I really dislike. I really dislike hire purchase and I really dislike shady microlenders. I also really dislike the gambling industry. The thing they have in common is that they are all designed to promise great things but are actually based on exploiting the desperate and unwise.

But there's something I dislike even more. Pawn shops. They promise a quick and easy way to get some cash but the conditions and costs are punishing. And if things go wrong, victims can easily find themselves in desperate situations like yours.

I think this particular pawn shop is behaving very suspiciously and it's time we involved the regulator, NBFIRA and see if they can assist you. This pawn shop needs to answer some tough questions.

A Facebook warning

We've had a tough time with Facebook recently.

As members of the Consumer Watchdog Facebook group know, we frequently post warnings about scams of all sorts. Hopefully the message gets to the members of the group who are now more than 231,000 and they can then spread the word to their families, friends, workmates and neighbors.

Unfortunately, Facebook doesn't seem to understand how this works. They have systems that are meant to prevent scams and abusive posts but it turns out this doesn't work very well.

Two weeks ago I posted a warning on Facebook about a scam. The post included some of the messages I had sent and received from the scammer. The good news is that many people responded, understanding that is was a scam alert. The bad news is that Facebook's system, completely misunderstood and saw it as promoting a scam. As a result, my Facebook profile was twice suspended and the Consumer Watchdog group has been threatened with closure.

The lesson is simple. Technology is great, but we can't always trust what human beings have done with it. Be careful what you post on Facebook. They find it difficult to tell the difference between scammers and those protecting people against them.

Monday, 17 February 2025

Scam Alert. How to lose your FNB account

How do scammers gain access to our bank accounts?

It's simple. We allow it by handing over our security details.

It begins with a message on your phone.


It looks serious. So you click on the link.

However, it's not FNB. The link actually go to this URL:

May be an image of text

Not FNB.

This is the screen it shows.

May be an image of text that says "FNB Please enter your FNB Username and Password Plesetrurasnanr to Login Username: Password: Login Forgot Password Register"

It's well done, it looks just like FNB. The right colors, right logo, It's very persuasive.

You enter the username and password and then it shows this:

May be an image of text that says "Verify & Update My App Profile Card Number ATM PIN Expiry Date Month ? CVV (3 digits number behind your card) Year ? Cellphone Number (Must be the same on your profile) Terms & Conditions +267 I accept the Online Banking Terms and Conditions ? ? Should you attempt to register with fictitious details or on behalf of another person, we reserve the right to take legal action. Confirm"

Say goodbye to your bank account and your money.

Will FNB help you if this happens? No. It's not FNB's fault that you gave away all of your online banking security and card details. 

If this DOES happen, it's still worth contacting the bank because they MIGHT be able to freeze your account but it's unlikely they'll get there in time.

These scammers are very good at their job.

Sunday, 16 February 2025

The Voice - Consumer's Voice

Must I pay 30%?

I bought an Itel A50 cell phone for P1,300 at a cellphone store at Rail Park Mall. The phone is overheating and also refuses to upgrade the software. So I went back there today and they told that if I return the phone they are going take 30 percent. So I want to ask if it is true that they have to take 30 percent?


I think you know the answer to this question, don't you? Of course they can't charge you 30%. It's very simple. Section 15 of the Consumer Protection Act says that a consumer "has the right to receive goods which are of good quality, in good working order and free of defects". Section 16 goes on to say that a consumer may return goods to the supplier within six months if the goods are faulty.

Clearly, a cell phone that overheats and doesn't allow you to update the software is not good quality, is not in good working order and is not free of defects. The store has three choices. They can repair the phone, they can replace it or they can refund you but it's up to them which they choose, but they've got to do one of them. And let me make it clear again they can't charge you for this. Not 30%. Not even one percent.

I contacted the store management and I think they understand their obligations. Hopefully they'll be in touch with you very shortly and they'll resolve this issue.

Won't they fix the bed?

Good day Richard. Kindly assist me here. I bought a bed from a furniture store at Rail Park Mall in November 2022 and the bed made a squeaky sound which made very unbearable to sleep on. I lodged the complaint to them the same month I bought the bed. To date I have not been assisted. I am always told some lame excuse as to why I haven't been assisted.

Kindly help me. I would really appreciate it. I hardly sleep at night because of this issue. Imagine after having a long hectic day at work all you look forward to is to refreshing and getting a good night sleep but for me that's not the case since this bed is very uncomfortable to sleep on because of the squeaky sound it makes. I would really appreciate it if you were to assist me on this matter.


My answer is very similar to the situation with the cellphone but with a slight difference. You had a right to a bed that did what a bed should do, and that includes not making irritating noises. You were right to tell the store about this and to expect some sort of solution. You are also entitled to communication from the store to let you know what's happening and if there are any delays. So far that's all quite simple.

I contacted the management at the store and they assured me that they look into the case and come up with a solution. However, they reported that there was something you forgot to tell me. You'd been doing your ironing on the mattress and burnt it. Technically that voids the warranty that the store offered you and that means they're under no obligation to fix it. However, they're being quite reasonable so I hope they'll still come up with a solution that can help you.

The lesson here is always to be extremely careful with the products you buy. If they're faulty, obviously the store has to fix them but if you damage them, then it's up to you.