Lyse Comins
For all your consumer grumbles and queries, email
lysecomins@gmail.com or post@inl.co.za categories. In order to prevent falling victim, consumers should never disclose passwords to anyone, not even banking staff. Always reject any e-mail that asks you to follow a link to the website of your bank. You may end up revealing your personal details on a fake bank website, from which hackers steal information. Your bank will not request you to reply to an e-mail wherein your confidential/personal information is requested.
When transacting with your credit card online, make it a rule not to send credit card or account details via e-mail to anybody, or in response to an e-mail. While shopping online, check if the website is a reputed name in the online shopping domain. Check whether the site has a well-established permanent address.
To avoid unauthorised debit orders, keep your banking details secret. Check your bank statements regularly to identify unauthorised debit orders and dispute them directly with your bank.
Keep your card and PIN safe. Do not disclose your PIN, or other unique means of personal identification to anyone, including an employee of the bank. CREDIT AND CREDIT
BUREAUS
Credit Ombudsman Nicky Lala-Mohan said many consumers complained to his office about unresolved disputes regarding credit bureau information and credit agreements and, in some cases, consumers rights had been undermined.
He said many consumers were not aware of their credit rights under the NCA.
“The National Credit Act was introduced to create a fair and non-discriminatory marketplace for access to consumer credit, by, among other provisions, prohibiting certain unfair credit and credit-marketing practices, and promoting responsible credit granting,” Lala-Mohan said.
Lala-Mohan said consumer rights under the act included:
Right to apply for credit. However, being granted the credit is not an automatic right.
A credit provider must not unfairly discriminate directly or indirectly against a person applying for credit.
Right to reasons for credit being refused. On request from a consumer, a credit provider must advise a consumer, in writing, about the reason for refusing credit; offering a lower credit limit; refusing to increase a credit limit; or refusing to renew an expiring credit card or credit facility.
Right to information in an official language – a consumer has a right to receive any document required in terms of the NCA in an official language that the consumer can read or understand. Consumers who are not fluent in English could exercise this right, but many don’t know about it and do not request the translated documents in their chosen language.
Right to receive documents. Every document that is required to be delivered to a consumer in terms of the NCA must be delivered either in person at the business premises of the credit provider by ordinary mail; prepaid registered post; fax; email; or printable web-page.
Right to access and challenge credit records and information. When a consumer requests a credit report, the report must disclose the same information that will be displayed to other parties when a report is provided.
If the accuracy of the information has been challenged by a consumer, the bureau must take steps within 20 business days after the filing of the challenge to provide a copy of credible evidence or remove the information from
its files. CREDIT AND DEBT COUNSELLING
The National Credit regulator (NCR) has deregistered many unscrupulous credit providers and non-compliant debt counsellors over the years so it is vital to tread cautiously before dealing with an organisation. The NCR provided the following advice to consumers regarding credit and debt counselling.
Protect your personal information. Never leave your identity documents, bank cards and pin numbers with credit providers. It is illegal for them to retain your cards and identity documents.
Do not sign any agreements if you do not understand, ask questions beforehand.
Never give your personal details when debt counselling is offered online or telephonically if you do not understand the debt counselling process.
Debt counselling is a debt relief measure and not a savings mechanism, so you cannot save under debt counselling. Don’t be cheated.
Only use credit providers and debt counsellors that are registered with the National Credit Regulator. MEDICAL SCHEMES
AND CLAIMS
Council for Medical Schemes spokeswoman Dr Elsabé Conradie said under the MSA consumers had the right not to be unfairly discriminated against on the basis of race, age, gender, marital status, ethnic or social origin, sexual orientation, disability and state of health.
“All medical schemes have to provide a basic set of benefits known as Prescribed Minimum Benefits (PMBs),” Conradie said.
“You have the right to receive regular statements. You have the right to resubmit a claim if the scheme has not paid a valid claim within 60 days,” Conradie said.
Conradie added the consumers had the right to information about their medical scheme and to participate in its governance as well as the right to confidentiality of their medical information.
Consumers can file complaints about unpaid claims to the CMS which will assess it and investigate valid disputes in terms of the MSA.
It’s worth reading the CMS annual report to find out more about your rights and the types of disputes that medical schemes regularly lose when consumers complain.