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.

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.

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!