Consumer Hacks with Wendy Knowler

Have you ever booked a photographer, a venue, or an event planner, and then had to cancel? You may well have been told the deposit was non-refundable - end of discussion. The Consumer Protection Act says otherwise. You may cancel an advance booking, and the supplier may keep a reasonable cancellation penalty. Not automatically the whole deposit. What counts as reasonable depends on how much notice you gave, whether they can resell the date, and what they've already spent. Before you sign the contract, ask about their cancellation policy – it should include a sliding scale of refunds – from close to 100% for quick cancellations to nothing for last minute ones. If you don’t see that, move on.

A woman came to me wanting to sell gold coins she'd bought years earlier as an investment. Here's the thing about anything sold to you as an investment that you can hold in your hand: coins, collectibles, memorabilia. There are two prices: what a dealer will sell it to you for, and what a dealer will pay you for it. The gap between them can be enormous, and nobody volunteers it at the point of sale. Before you buy, ask the salesperson one question: what would you pay me for this if I walked in with it tomorrow? If they won't give you a number, that's your answer.

When something goes wrong, companies love to offer a voucher or a percentage-off-your-next-purchase as compensation, rather than money. One family was given 25% off future flights by SAA. Generous, until they tried to book and found there was simply no way to apply the discount at the payment stage because their foreign credit card wasn’t accepted. Before you accept a voucher as compensation, ask: how exactly do I redeem this, does it work on the fares I actually book, when does it expire, and can I use it online or must I call to make the booking? And make sure you get the answers in writing.

A woman's husband had a stroke seven years ago and hasn't been able to use his phone since. She says the account was closed. The billing carried on anyway. This is the among the most common complaint I get. You phone, someone says they'll cancel it, and nobody does. Months or years later you're still paying, and getting the money back is very hard, because the company says it has no record of your request. So, cancel in writing, by email, keep the sent copy, and insist on written confirmation with a date on it. Then watch your bank statement for the next month or two to check whether the debit order has actually stopped.

Mitch of Durban bought a second-hand phone from well-known national retailer. Six weeks later it failed. The shop refused a refund, refused a credit, refused a swap, and offered him a repair. That is not how the law works. Under the Consumer Protection Act, if something you buy fails within six months, you choose the remedy: repair, replacement or refund. Not the shop. And if they do repair it and the same fault comes back within three months, you can then demand a replacement or your money back. So don't accept "we'll send it in" as if it's your only option. Say in writing which of the three you want, and quote section 56.

A Discovery member took advantage of a free health check and then got a sales call offering her a three-month free Vitality trial. She agreed, on condition that she be contacted before the free period ended. Nobody contacted her. The membership rolled over into a paid one, and the fees came off every month, something she only discovered many months later. She got nowhere complaining, so she came to me. Discovery then agreed that they hadn’t honoured the deal and cancelled the membership from inception and refunded every cent she'd paid. Free trials convert to paid unless you cancel. And a salesperson's promise that "we'll call you first" is not something you can rely on. So, the day you accept a free trial, diarise the end date and cancel in writing before you get there.

Store cards can quietly drain your wallet through monthly service fees, even if you have what you assume is a zero balance. Last month Woolworths raised its store card fee to R52.49 a month, applying it even to those customers who have a zero balance. That works out to R630 annually just to hold an idle account. While legal under the National Credit Act, this service fee is nearly ten times higher than that of competitors such as Truworths. So, if your store card is sitting unused, settle the balance and close it via email to avoid paying for absolutely nothing.

Nico Grobler and his wife bought two Grafton Everest leather recliners from Tafelberg Furnishers. A few years in, the leather on the armrests and leg rests began to wear and scuff – prematurely, in their view. But because the chairs were well out of their two-year warranty, the couple’s first thought was to pay for custom covers to hide the damage. But Nico still felt they should have lasted longer so he emailed the manufacturer and copied Tafelberg. The retailer had his back and ensured that the chairs were reupholstered by Grafton Everest at no cost. Tafelberg also provided the couple with loan chairs while that was happening. Now that’s five-star after-sales service!

Home Affairs has launched a site that shows you the closest bank branch where you can apply for a Smart ID Card. It's at myhomeaffairsonline.dha.gov.za. There are 372 participating branches so far, and new ones appear on the site as they sign up. Since March, more than half a million people have applied for a Smart ID through a bank rather than a Home Affairs office. The reason to bother: the green barcoded ID book is the fraud-prone one. It's far easier to abuse than the card so if you're still carrying the book, look up your branch and go and swap it.

When you pay a company by EFT, where do you get the banking details? If they’re saved in your banking app, that’s worth a second thought. A Truworths account holder made debt repayments using saved beneficiary details, but the debt collectors had switched banks. Her money landed in a dormant trust account, and she spent months being chased despite having proof of every payment. Before making any payment, phone the company on its published number to check their bank details. This also protects you from business email compromise fraud, where fraudsters replace a company’s banking details with their own.

A couple flew from Joburg to Auckland, with the return journey via Perth, but were refused boarding because their Perth layover was longer than eight hours, meaning they needed an Australian transit visa. Being Sunday afternoon, it was too late to apply. They had to buy two Cathay Pacific tickets home via Hong Kong, costing R22 862. Neither the airline nor the booking site warned them, but visas are the passenger’s responsibility. So do your own visa homework for every country you land in, even those you’re only passing through. If you’re unsure, pay a visa consultant. Far cheaper than a last-minute ticket home.

Balloon payments are appealing in that you get the car for a smaller “affordable” monthly payment, BUT a big lump sum awaits you after six or seven years. On a R350 000 car over five years, a 20% balloon knocks around R870 off your instalment. But here's the catch. You pay more in the end, roughly R18 000 more, and you're left with a R70 000 lump sum to find. And that lump sum feels abstract, until it isn't. So if you take a balloon, treat it like a savings target from day one. Put money aside every month towards it. And if you're worried you won't be able to pay it, phone your bank early, don't go quiet. Silence is the one thing that limits what they can do to help.

Spotted a slick online shop with a South African-sounding name and great prices? Look twice. A lot of them aren’t local at all. They are fronts for sellers shipping from China. And those appealing pics are all AI. So, your “three-day delivery” becomes three weeks, the quality often disappoints, and you can return them – to China, at a massive cost. So, before you order from an unfamiliar site, check for a real local address and phone number, read independent reviews and not just the glowing ones on the site itself, and be wary of prices that look too good to be true. If there is no proper South African contact, assume your parcel has a very long way to travel, and that the quality of the products won’t be what you’re expecting.

Why? Not because the Ombud is in bed with the insurers as many assume. Because many consumers didn’t fully grasp what they were and weren’t covered for, or hadn’t met their side of the policy in terms of the security or maintenance conditions. So don’t wait for a claim to find out that you were never going to win with an insurance claim. Dig out your policy and actually read the exclusions and the conditions. And if your claim is rejected, or you’re offered a too-low payout, don’t just accept it. Take it to the ombud. It’s a free service.

An awful form of bank fraud is on the rise – it’s called Business Email Compromise. Here how it works - a fraudster hacks into an email exchange, waits for an invoice, then swaps in their own banking details before it reaches you. You pay, in good faith, and your money is gone. And in this country the law often holds YOU liable, for not checking. AI has wiped out the old giveaways too, no more spelling mistakes or clumsy grammar. So, make this a hard rule, at home and at work: before you pay a new account sent to you via email, especially if there are new account details - phone the supplier on a number you already have and confirm. They will be delighted you did.

Here is a fast-growing scam - fraudsters copy your social media account, your name, your photo, even your videos, and set up a near-identical fake. Then they slide into your followers’ comments and messages, posing as you, to sell them something dodgy or fish for their money. It happened to me. So, every now and then, check whether a cloned version of you is out there. Tell your followers what your real handle is. Report the fake to the platform. And if you do find an impersonator, a cyber security firm can sometimes get it taken down faster than you can.

When you search for a product category on a grocery app like Checkers Sixty60, the results aren't random — they're influenced by which brands have paid for keyword placement. Search "tea" and Five Roses appears first; the far cheaper Checkers own-brand equivalent – Forage & Feast - doesn't show up at all unless you search for it by name – and it’s currently R20 cheaper per 102-bag pack. Same product, same shelf, very different visibility. Big brands pay for that prime digital real estate, but it could mean that you pay more as a result.

Retailers - online and in-store - are experts at manufacturing urgency such as flash sales, "only 2 left," countdown timers. The antidote is simple: wait three days before purchasing any unplanned, non-essential item. Write it down if you need to, then revisit after 72 hours. Research consistently shows the urge to buy evaporates in most cases. If you still want it after three days, it's a considered purchase, not an impulse. This one habit can save thousands a year, and it costs nothing but a little patience.

Supermarket shelf-stackers always load new stock behind old, nudging you to grab what's in front - the stuff closest to its sell-by date. Make a habit of reaching to the back of the shelf for dairy, bread, meat, and any perishable with a short shelf life. You'll routinely get products days or even weeks fresher. And while you're checking dates, know this: "best before" is about quality, not safety. Food past that date is often perfectly fine. "Use by" is the one to respect - that's the safety date.

The Consumer Protection Act gives you six months from taking delivery of a used car to return it to the dealer at their cost if it has a major defect. But you need to discover that defect first. A long road trip is the best stress-test — it exposes problems that short local drives never will. A case in point: a woman bought a 2020 SUV for R270,000, and it broke down catastrophically on a highway drive -in month eight. Two months past her CPA protection. The repair bill was R155,000

An online retailer called Online Car Parts allegedly ignored the Consumer Goods and Services Ombud, moved premises, and left consumers with incorrect parts or no refunds. This case is a textbook warning about buying from unfamiliar online retailers. Before purchasing from any online store you don't recognise, Google the business name alongside the word "complaint" or "scam." Check whether they're registered with the Consumer Goods and Services Ombud at cgso.org.za. If a retailer disappears after taking your money, report them to KZN’s Office of the Consumer Protector or CGSO - both have powers to pursue non-compliant sellers, even if they've moved.

Don't let airlines and their baggage handling partners fob you off with a pittance when their baggage handling partners damage your luggage. South African airlines often limit compensation using outdated international conventions, ignoring the Consumer Protection Act's protections. But the CPA entitles you to fair compensation for damaged goods - and that includes your baggage. Document the damage at the airport immediately, photograph everything, and file a written complaint referencing the Consumer Protection Act. Don't accept their first offer; escalate to the airline's complaints department or the Consumer Goods and Services Ombud - and me! - if necessary.

Wendy Knowler unpacks the insurance blind spots many South Africans overlook. From smartphones and laptops to prescription glasses and solar installations, she explains why standard home contents cover may not protect your valuables outside the home — and what consumers should review before discovering costly gaps during a claim.

Wendy Knowler warns motorists about contaminated diesel reportedly reaching fuel stations in KZN. With concerns over diesel being mixed with paraffin and the risk of costly engine damage, Wendy shares practical consumer advice — avoid suspiciously cheap fuel, choose trusted branded stations and always keep your fuel receipt as proof if something goes wrong. Learn how to protect your car from dirty diesel and fuel fraud.

Wendy Knowler examines the rise of 48-month cellphone contracts in South Africa and the hidden costs behind lower monthly payments. With phone warranties often ending long before the contract does, consumers could face years of repayments on faulty devices. Wendy explores the risks of long-term cellphone contracts, early cancellation fees and consumer rights before signing.

Wendy Knowler shares new South African shopping trends revealed by payment gateway STITCH. From payday spending habits and the rise of Buy Now Pay Later (BNPL) to the growing popularity of platforms like Temu and Shein, these insights reveal how consumers are shopping online and in-store in 2026.

Wendy Knowler unpacks the growing threat of Business Email Compromise (BEC) fraud after a South African man lost nearly R80,000 to scammers posing as a trusted supplier. With courts placing responsibility on the payer, Wendy shares essential fraud prevention tips — including verifying banking details before making payments. Learn how to protect yourself from invoice scams, payment fraud and online banking fraud.

In South Africa, fully understanding your insurance policy isn't just good sense — it's your legal right. So, to avoid heartbreak at claim stage, ask these five questions before signing: 1.What exactly am I covered for? 2. What is excluded? Read carefully, because exclusions are often buried in technical language after pages of benefits. 3. What excess will I pay? An affordable-looking premium means nothing if the excess makes claiming impossible. 4. How does the claims process work? 5. And critically: what conditions could invalidate my cover? Something as seemingly minor as an inadequate tracking device, or attending one work meeting in your personal vehicle, could see your claim flatly rejected.

Wendy Knowler is back with the kind of advice your wallet has been waiting for. Keep your receipts, check what your cellphone insurance actually covers, know what to say when telemarketers call and yes, you can get that bottle deposit back in cash. Small things. Big difference.

Wendy Knowler breaks down the things brands, banks, and scammers are counting on you not knowing — from new labeling rules that expose what's really in your food, to the cancellation clause that could cost you your entire wedding deposit, to the sophisticated scams now targeting everyday South Africans. Knowledge is your only protection.

From toxic cookware to exploding airbags, Wendy Knowler breaks down the everyday risks most people never see coming. This one's worth your time.

Wendy Knowler unpacks five costly consumer mistakes to avoid. From how buying through third-party sellers can jeopardise your warranty to why purchasing a car entirely online is risky. She also explains the truth about voucher validity, your rights when a lay-by goes wrong, and an important vehicle recall affecting Land Rover Defenders. Smart advice to help you protect your money and your rights.

Wendy Knowler unpacks five critical consumer lessons that could save you money and stress. From why skipping a home inspection can cost you dearly to the importance of cancelling accounts in writing. She also explores the truth behind diamond pricing, your legal right to return online purchases, even on sale, and why companies can’t silence you for telling the truth. Practical advice to help you protect your rights and your wallet.

Wendy Knowler shares five lesser-known consumer insights that could save you money. From why short trips use more fuel to how a “Dunning Lock” can protect your utilities during disputes. She also exposes a common repossessed car scam, reveals how to decode misleading food labels, and shares a butcher’s tip about marinated meats. Practical advice to help you avoid overpaying and make smarter choices.

Wendy Knowler breaks down five simple but costly mistakes many consumers make without realising it. From a phone setting that could expose your bank OTPs to silent contract renewals, risky online pharmacy sites, and your rights when returning goods. Plus, a smart travel tip that could save you money if your luggage is damaged. Practical advice to help you protect your money and stay one step ahead.

Wendy Knowler unpacks five common ways consumers lose money without realising it, from forgotten subscriptions and hidden bank charges to misleading car safety ratings. She also shares a simple credit score hack and explains your rights if you lose a gift voucher. Practical advice to help you stop the leaks and take back control of your finances.

Wendy Knowler unpacks the latest consumer traps to watch out for. From a fake Woolworths meat box scam spreading on Facebook to hidden rental admin fees and insurance claims rejected over small details. She also explains how search engine ads can send you to the wrong business online and why romance scammers often play the long game. Practical tips to help you protect your money and avoid costly mistakes.

Find out how to improve your credit score simply by managing your card limit wisely, why lay-by might be your smartest shopping tool right now, and what to look for before buying an air fryer.

Everyday consumer realities you only learn after something goes wrong. Cash, vouchers, homes, cars, and official records - what you need to know to avoid costly mistakes.

Before you renew insurance, reply to a “bank” call, or click that email, listen to this. These Consumer Hacks expose the fine print, the scams, and the small mistakes that can cost you big money.

One small oversight can spiral into a massive financial headache. From phone security and insurance traps to legal admin gaps, these Consumer Hacks show you what to watch out for and how to shut down the risks before they hit your wallet.

Spam that won’t stop, contracts that quietly roll over, scam calls targeting older relatives, costly buying mistakes and credit habits that follow you for years. This episode flags the warning signs early so you can act before small oversights turn into expensive regrets.

From pressured warranties to illegal card fees and quiet product withdrawals, these Consumer Hacks show what’s fair, what’s not and how to push back

From gym contracts you can’t escape to furniture that fails too late, expiry dates that don’t mean what you think, and hidden costs of car ownership. These Consumer Hacks unpack the expensive lessons many only learn after it’s too late, and how to avoid them.

From banking fraud to contract loopholes and online shopping rights, this episode unpacks the week’s biggest consumer risks and how to stay one step ahead

Stay ahead this season with Wendy Knowler’s latest consumer hacks - from safer holiday travel to smarter online shopping and easy home fixes. Quick tips, practical insights, and real stories to help you save money, avoid scams, and make smarter choices every day.

Buying a bakkie? if you get a special price, check that it’s a 4x4 and not a 4x2

Brazen bank employee impersonators target the elderly face-to-face in their homes. Fraudsters are targeting elderly people in their homes and retirement complexes by posing as bank employees.

Brokers are obliged to do more than forward emails from insurers

Don’t put off getting medical aid until you’re older than 35