RM
Ryanne M
Active since Oct 2010
58
Reviews
0
Industries
Reviews
58 reviews3 months ago
MTN – CPA Violation, Unfair Billing & Failure to Accommodate Elderly Consumer (LTE Router Order)
On 24 January 2026, we placed an online order for an MTN LTE Router for my 82-year-old grandmother. Immediately after placing the order, MTN billed us a pro-rata amount as well as the full subscription for the following month, despite no device having been delivered. On 26 January 2026, we were informed that the router had been handed to DSV for delivery, with fingerprint biometric authentication required on delivery. We immediately contacted DSV to advise that this would not be possible, as my grandmother does not have usable fingerprints due to age. This is officially recorded on her ID card and driver’s licence. DSV advised that MTN must contact them to arrange a manual delivery. We then notified MTN in writing, provided my grandmother’s ID number and a copy of her Smart ID card, and were issued reference number: 5f05f3ed-93a7-4593-8343-c5494aa217ae Despite this, two MTN consultants (Aliziwe and Chantelle) again requested the ID number, which was supp**** for a second time along with the Smart ID attachment. No corrective action was taken. On 29 January 2026, delivery was attempted and failed again due to the fingerprint requirement. This is especially concerning given that MTN’s own tracking platform explicitly states: “Please note that you’ll be required to authenticate yourself via fingerprint scanner upon delivery from the courier. Kindly have your ID and proof of residence available as an alternative.” Despite this, the delivery driver stated that he could not release the device without a successful fingerprint scan, directly contradicting MTN’s stated delivery terms. CPA & Elderly Consumer Concerns MTN’s conduct appears to be in direct contravention of the Consumer Protection Act, including but not limited to: • Section 8 (Right to Equality): Failing to reasonably accommodate an elderly consumer with a known physical limitation constitutes unfair **************. • Section 40 (Unconscionable Conduct): Billing an elderly consumer for a product and service that could not be delivered due to an inflexible process is unreasonable and unfair. • Section 41 (False, Misleading or Deceptive Representations): MTN’s representation that alternative verification would be accepted on delivery was not honoured in practice. • Section 54 (Right to Quality Service): MTN failed to deliver services in a manner and quality that consumers are reasonably entitled to expect. • Section 47 (Overselling & Overbooking): Charging for a service when MTN was unable to fulfil delivery due to its own processes. Additionally, elderly consumers are recognised as vulnerable consumers, requiring reasonable accommodation and heightened care. MTN was notified of the limitation before delivery, yet failed to adapt its process or prevent repeated failed delivery attempts. Resolution Required We request immediate resolution, in one of the following forms: 1. Manual delivery of the router without biometric authentication, in line with MTN’s stated alternative verification process, or 2. Immediate cancellation of the contract, with: • Full reversal of all charges billed to date • No penalties or early termination fees • Written confirmation that no adverse credit listing will occur Should this matter not be resolved promptly, we reserve the right to escalate the complaint to the NCC and ICASA, as well as pursue further remedies available under the CPA.
0 replies
4 months ago
Sanlam Gap Cover – No Advice, No Service, Ignored Cancellation Requests & Misleading Waiting Periods
I am extremely dissatisfied with my experience with Sanlam Gap Cover, specifically the lack of customer service, failure to provide clear advice, and complete disregard for my multiple cancellation requests. On 5 December 2025, I emailed Sanlam Gap to clarify waiting periods before proceeding further. I clearly explained that I already had existing GAP cover with Discovery, and that my daughter was scheduled for a bilateral polydactyly correction surgery on 10 December at Sandton Mediclinic, which falls outside my Discovery hospital network. I specifically asked whether this procedure would be covered under Sanlam Gap and attached my existing Discovery Gap Cover policy for reference. I received no response at all. I then contacted the call centre and was told that I needed to wait for my policy document, yet no one could explain the exclusions or waiting periods. This was despite the fact that I was being asked to enter into a financial product. Due to the complete lack of assistance, on 8 December 2025, I formally requested that the policy be cancelled, stating clearly that if this was how the relationship was starting, I would rather remain with Discovery. Again, no response. On 12 December, I received a system-generated email about early call centre closure, which I rep**** to, reiterating that: • I had received no assistance, • I had already requested cancellation, and • This was the worst customer experience I have had. Only then was I asked for my ID number, which I provided immediately. I again asked for clarity on waiting periods, highlighting that my Discovery Gap policy had already been shared more than a week earlier. On 15 December, I received a generic, copy-and-paste response attaching a policy schedule, with no explanation whatsoever. By that point, I had already requested cancellation multiple times, which I again confirmed in writing, stating clearly that I do not want this policy. Once again — no response. On 18 December, more than two weeks after my original query, I finally received an email listing waiting periods: • 3 months general waiting period • 12 months condition-specific waiting period What is most frustrating is that Sanlam’s own policy wording states that existing GAP cover can waive waiting periods, yet no one was willing or able to explain this, either via email or telephonically. No one called me. No one provided proper advice. This raises serious concerns about: • The competence and training of staff • Whether anyone involved is qualified to provide financial advice • Compliance with Treating Customers Fairly (TCF) principles Despite repeated written instructions, my policy has still not been cancelled, and I am deeply concerned that Sanlam may attempt to debit my account without my consent. I want to make it very clear: • I never accepted debit order permission • The policy was presented as a quote pending underwriting • Terms and conditions were never explained • I never made an informed decision as required under FAIS This entire experience has been unacceptable, stressful, and unprofessional — especially given that it involves medical cover for a child. I am now considering escalating this matter to the FSCA, as I believe Sanlam has failed in its duty to provide proper advice, transparency, and basic customer service. I require: 1. Immediate written confirmation that the policy is cancelled 2. Written confirmation that no debit orders will be processed 3. An explanation as to why repeated cancellation requests were ignored This has been a deeply disappointing experience, and I would strongly caution others before taking out Sanlam Gap Cover.
106 replies
4 months ago
Repeated Failed Verification Despite Correct Documents Uploaded – Poor Communication from Standard Bank
I am extremely frustrated with Standard Bank’s ongoing verification process and the quality of communication I’ve received. I have been prompted twice to verify my personal information. I got married over a year ago and have officially updated my surname. My ID and passport both reflect my married surname, and I have successfully uploaded these documents together with my marriage certificate via the Standard Bank banking app. Despite this, I keep receiving the following poorly worded and vague email: “Thank you for uploading your Documents. Unfortunately the id document was incorrect, the marriage certificate was incorrect and the was incorrect. You will be prompted to review your personal information again and may be asked to provide supporting documentation.” This message is unacceptable for several reasons: • It is badly written and incomplete • It does not specify what exactly is incorrect • It provides no guidance on what needs to be corrected • It ignores the fact that valid, official documents were already submitted I have comp**** fully with all requirements, yet I am repeatedly sent in circles without clear feedback or resolution. This process is time-consuming, stressful, and reflects very poorly on Standard Bank’s internal verification and customer communication standards. I am requesting: 1. A clear explanation of what is allegedly “incorrect” 2. Confirmation of which document is not being accepted and why 3. Proper review of my already-submitted documents 4. Improved communication that is professional and understandable I expect this matter to be resolved urgently and without being asked to resubmit the same documents yet again.
159 replies
4 months ago
Unauthorised debit orders!!!
d"} I am lodging this complaint due to the ongoing, unresolved issues I’ve been facing with Discovery Health — issues that are now costing me financially and affecting my credit profile. Despite multiple attempts to resolve this through the correct channels, nothing has been fixed. On 26 November, I made an EFT payment of R5,000.00 to Discovery Health. In the previous months, I paid R4,997.25 via the Discovery app and R5,100 on 2 October. Despite these payments, Discovery Health still attempted to debit R31.75 from my Discovery Bank account, which inevitably failed and resulted in a R100 unsuccessful debit order fee. This is not the first incident. I previously lodged a HelloPeter complaint on 2 October regarding another unauthorised debit attempt, which also resulted in a R100 charge — a refund that I am STILL waiting for. At present, I am out of pocket by R200 due to Discovery’s repeated and unauthorised debits. I have repeatedly requested that my debit order be cancelled and that my payment method be switched to EFT, yet Discovery continues to force debit order attempts on an account I do not use. The majority of my funds are kept in my Discovery Vitality account, which I have already explained. These repeated failed debit orders are now affecting my credit score. This is unacceptable, and Discovery Health has taken ZERO accountability or corrective action despite ongoing communication. I am demanding the following URGENTLY: 1. Full refund of all bank charges incurred due to unauthorised debit attempts (R200 in total). 2. Confirmation that my payment method has been permanently changed to EFT. 3. An explanation as to why this issue has been ignored for months. I trusted Discovery to manage my account responsibly. Instead, I have been met with ongoing errors, financial loss, and damage to my credit profile. I expect immediate resolution.
106 replies
6 months ago
Extremely Poor Service and Lack of Communication – Damaged Order and No Feedback
I am extremely disappointed with the service I’ve received from Leroy Merlin and their delivery partners. I placed an online order for 2 doors, 2 toilet seats, and 2 bidets, scheduled for delivery on 28 September. The first frustration started right from checkout — Leroy Merlin was advertising 15% off promo codes for their birthday promotion, but apparently my order didn’t qualify because the items were already on special. Yet, I was able to use a 9% off code from an email they sent me. This is contradictory and misleading advertising. Then the delivery issues began. My order went out for delivery on 1 October. I missed the driver’s call, immediately tried to return it (which went straight to voicemail), and contacted the courier company using the tracking details. They promised to get someone to call me back — which never happened. I followed up via email, and a very helpful lady confirmed that it was indeed their team who had called, but assured me that my order would be delivered the next day. The next day (2 October) I got a call from the courier stating that my order was damaged and had to be sent back to the store for assessment. I was told Leroy Merlin would contact me regarding the next steps. By 6 October, still having heard nothing, I emailed Leroy Merlin Customer Care. I was assisted by Tokiso Mosala, who informed me that the delivery company attempted delivery on 3 October but couldn’t reach me — which was completely false information. The courier confirmed that no attempt was made on that day, as the goods were already returned due to the damage. It’s now 7 October, and I still haven’t received any communication from Leroy Merlin, no apology, no update, and no delivery. The only items I received were the bidets, which were marketplace items fulfilled by another seller — not by Leroy Merlin themselves. This was my first experience ordering from Leroy Merlin, and it has been nothing short of a nightmare. The lack of transparency, accountability, and basic customer service is shocking for a brand of this size. I’m honestly beyond frustrated and disappointed, and this will definitely be my last purchase from Leroy Merlin. I expect a prompt response and resolution to this matter.
106 replies
7 months ago
Discovery Health & Vitality – Unauthorised Reinstatement & Misallocation of Funds
I am lodging a formal complaint against Discovery Health and Discovery Vitality for *********, unauthorised, and ******** conduct in respect of my medical aid and Vitality policies. I am a fully integrated Discovery client. My Vitality policy lapsed, and I made the decision not to reinstate it. Despite this, Discovery Vitality has unilaterally reinstated the policy without my consent or authorisation, and has been misallocating funds meant for my medical aid contributions towards Vitality. To be specific: • I have been making payments directly via EFT into the Discovery Health Medical Aid account, not Vitality. • Discovery then reallocated funds without my consent to Vitality and reinstated the policy. • I was never consulted, notified, or asked to authorise this reinstatement. • On 1 October 2025, my medical aid debit order returned unpaid due to Discovery ********ly adding R559 for Vitality. • As a direct result, I incurred a bank penalty fee of R100. When I contacted Discovery Health, I was told to take this up with Vitality. On calling Vitality Cancellations, I was told I must provide one month’s notice to cancel. This is outrageous, as I never reinstated or consented to Vitality in the first place. I am further advised that Vitality was reinstated from 1 July 2025, yet I have not received a single benefit, reward, or cashback — meaning I am being charged for a policy that is providing me with no value. This conduct is in direct breach of the following laws: 1. Consumer Protection Act (CPA): • Section 40 prohibits suppliers from using coercion, undue influence, or unfair tactics in marketing or supplying services. • Section 41 prohibits false, misleading, or deceptive conduct. • Section 48 prohibits terms or conduct that are unfair, unreasonable, or unjust. 2. Financial Advisory and Intermediary Services Act (FAIS): • Discovery has a legal duty to act honestly, fairly, and in the best interests of clients. • Reinstating and charging for a lapsed policy without consent is a breach of these duties. My demands are as follows: 1. Cancel Vitality immediately, with cancellation backdated to the original lapse date. 2. Reallocate all misappropriated funds to my medical aid, where they were intended. 3. Reimburse me the R100 bank fee resulting from the ******** debit. 4. Provide written confirmation that this unauthorised reinstatement will not affect my medical aid cover, status, or membership going forward. If Discovery fails to resolve this matter urgently, I will escalate to: • The Ombudsman for Long-Term Insurance • The Council for Medical Schemes (CMS) • The Financial Sector Conduct Authority (FSCA) • And directly to Adrian Gore, as I have his contact details as an ex-Discovery employee. This behaviour is ********, *********, and a complete breach of trust. I expect urgent rectification and reimbur*****t.
318 replies
7 months ago
Laughable Online Shopping Service - Never fulfil orders!
I honestly don’t know what is the point of offering an online shopping service if you aren’t able to deliver. I’ve placed 3 orders online over a period of almost a year, and all 3 got cancelled. Please save me the BS of the products being out of stock from the suppliers, as my last attempt of an order was for a case of Redbull that you stock. When I placed the order, I had to change collection branch as the branch closest to me didn’t have stock, but there were stock at 2 other branches. Then I have to wait 7-14 days for a refund!! Just stop offering online shopping all together because you’re not Mr. Delivery, you people don’t deliver!!
53 replies
8 months ago
Unfair Return Policy – Penalised for Paying Full Price!
recently purchased items online from Dis-Chem / Baby City for a baby shower using the Click & Collect option. Unfortunately, one of the items I ordered was incorrect, and I decided to return it upon collection. The assistant manager asked if I wanted to exchange, but I declined and requested a voucher instead. To my surprise, I was told that because the item was on promotion at the time of return, the voucher would only reflect the discounted price — even though I paid the full price when purchasing online. Naturally, I declined, as this is not fair or reasonable. I was then informed that they cannot assist me at all and that I would need to wait for the promotion to end before I can return the item. This is an absolute inconvenience and extremely frustrating. Is this really how Dis-Chem / Baby City treats its clients? Surely a customer who paid the full price should not be penalised simply because of the store’s promotions. I expect this matter to be resolved promptly, with a voucher or refund based on the price I paid, not the discounted promotional price.
0 replies
8 months ago
Discovery Bank Charges Me for Accounts I Don’t Use & Won’t Close
I have been trying for years to close duplicate dormant transactional accounts with Discovery Bank that I do not use. Despite numerous calls and follow-ups, these accounts remain open, and every month they continue to accumulate account fees that I cannot afford. I have been issued settlement letters in the past, but as I am currently unemployed, I simply cannot pay these amounts in one go. Instead of working with me to find a reasonable solution, Discovery Bank allows the fees to pile up every month, making the situation worse. What makes this even more frustrating is that I have two family members who were granted fair and reasonable solutions: • One had their dormant account fees written off entirely and the account closed. • Another was allowed to make a payment arrangement, with all further fees halted while the debt was being paid off. Despite being a fully integrated Discovery client for almost 10 years, I have been denied the same courtesy. I am disgusted and deeply disappointed at the inconsistency in treatment, the lack of empathy, and the refusal to resolve this matter in a fair manner. I am requesting that Discovery Bank: 1. Write off or reverse the accumulated fees on these dormant accounts. 2. Immediately close the duplicate accounts to prevent further charges. 3. Apply fair treatment consistent with what other clients in the same situation have received. This situation has gone on long enough. As a loyal Discovery client, I expect fairness, empathy, and consistency – none of which I have received.
1113 replies
10 months ago
InspectaCar Franchise
I’ve been trying to speak to someone regarding acquiring an InspectaCar Franchise. I’ve been sent from pillar to post, and no one at Wesbank knows what I’m talking about. I keep on getting directed to fleet financing, even though I’ve made it clear that I want to purchase an InspectaCar dealership, I still get directed to fleet finance. Is there actually someone at Wesbank that can assist me or am I wasting my time?
0 replies
Review Distribution
5 Star
6 (10.344827586206897%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
12 (20.689655172413794%)
1 Star
40 (68.96551724137932%)