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Reviews 207
Ellen Mupwana
Feb 20,2024I've used mukuru many times over the years to send money to other countries and they have been okay. Recipients have received the money 100% of the time. I give 3 stars because they could improve - specifically on the processing time / time it takes for payments to reflect and be relayed to recipients. I have usually used a card and the recipient received the money in minutes or a few hours on the same day but this time around I chose to do a bank transfer. When I chose the option there was no notice informing me that bank transfer option will take up to 5 days from my execution of the transaction up to the time that the recipient receives notification to collect the money. This is unacceptably long especially how quickly bank transfers clear in the UK. The money left my account already but it's not with the recipient for another 5 days (which I found out when I contacted customer support today). Mukuru should make this clear on their app or site that bank transfer takes 5 days longer than cards just so that one knows upfront before doing the transaction.
Angeline Mhurudzekunze
Jan 09,2024I wish there was a minus star for Mukuru as they don't even deserve 1star. Since Friday last week I've been trying to simply get a new card and I've been told the card can't be linked so contact Mukuru which I've been doing daily for the past 5days. 1agent told me the support guys have resolved the issue which is not true the other said *just go to Clicks and get another card, the other agent said go back to the field agent and get the card she used to register you because she gave you the wrong card which is not true, and this morning the guy I spoke with was actually screaming at me telling me I've used 2cards which is not true and he dropped the call! I'd rather keep my money under my mattress than use Mukuru again!
Mike
Jan 07,2024Mukuru South Africa is a den of iniquities. My recipient has been told to ask me to send them a copy of my ID Card and Passport. What nonsense is that. They prolong paying out so that they can exchange the money on the Black market.
Mugejwa Jere
Jan 06,2024I requested for a refund was told that it takes five days now I’ve been told it will take another five days starting from Monday of which it will be ten days now come on don’t fail your customers if don’t improve your services then you have to close and who’s mukuru
T M Kasomera
Dec 15,2023Waste of time and awful customer support. Mukuru does not indicate the time takwn for money money to be rwceived by the recipient. If you want to send money urgently, think twice before using Mukuru. If you contact their customer support, they are rude and would end the chat if you ask more questions. One customer agent told me that money will be available in 24-48 hours. Another agent say 72 hours. Awful!!
Butholezwe Ndiweni
Dec 15,2023Mukuru shows non-existent branches on Google Maps and even the call center gave me two addresses to branches that are none existent. To receive the money I was told I had to register and get a Mukuru card that I had to get at clicks and I would be charged monthly for the card. How do you run a company that sends money yet you do not have collection offices for the money? The disappointing part is that your call center operators are also clueless.
Agnes Mushakwa
Dec 11,2023This company should be closed down seriously! I made a transaction during the weekend and my sister went to collect at Masamvu and Sons in bindura today (Monday) they tried to process the transaction and they kept saying they're having technical issues with the transaction so they told my sister to go and sit down while they serve others. They made her wait from 2pm to 5pm, she rang me in the UK and asked me to try and ring mukuru from my end. I rang them and they promised to ring Comfort ( the person who processed the transaction) and then ring me back, I waited about 40mins then I rang them again and spoke to a different person named Chris. He said he will escalate to the managers for them to follow up tomorrow. Yet my sister needs the money urgently TODAY! They made her wait 3hours while serving others just to tell her that it's now closing time so she should leave her number and come back tomorrow! It's really a vicious circle with this company, full of fake promises and unhelpful team. I REALLY WOULD NOT RECOMMEND
Consumer
Dec 11,2023Mukuru is disappointing, I’m so disgusted with their service, I wouldn’t recommend anyone to use them. Someone sent me money from South Africa to UK, I’m still waiting for the money, it has been 5 days, no refund or anything.
Gladys Ngwira
Dec 10,2023Are these people still operating?
Lebone Taukobong
Dec 09,2023This place is not a good option to transfer money. I don't know why it exists; they are full of it, and you can never get a hold of their legal services. I will be suing them for negligence because their customer service is outrageous. And this is coming from someone who owns a customer services agency. You will hear from my lawyers.
Naomi khoza
Dec 06,2023I am very disappointed in Mukuru, I received money in my account in February 2023 and tried to access the money via the ussd *130*567* on redeem vouchers…I get to a place where my i am required to enter a 4 digit pin and then because I entered it too many times they ask me to call the cards department to reset my card pin…when I call that department they ask me to go to watsapp and enter options 7,3,1 for live chat…the person will verify my details then refer me to someone else they keep dropping closing the call without helping me change my card pin and it’s been a month trying to speak to someone who can assist me. I am extremely disappointed in MUKURU and the service is very bad with this live watsapp chat. The agents don’t care even if they have not helped u they just drop calls.
yousuf n msito
Nov 21,2023Please avoid Mukuru, I sent money to my sister as she needed it urgently. Used useless mukuru that lied that the money was received. Contacted customer service and the person I spoke to had no idea of what she was talking about. I was asked to request cancellation via email which I did and no response. Their WhatsApp help line is useless. They end the chat if they see that you are requesting cancellation. I need my money back and I think FCA should investigate Mukuru
Nkululeko Dube
Nov 13,2023It was on the 6th of Nov 2023. I walked in one of Mukuru branches along Jason Moyo Street in Bulawayo. Wanted to send through $300 USD. Was attended by a bold middle aged man named Godfrey..One of the rudest customer service people I've ever met.. I had got a $100 bill with some small branding of Ink. I did not notice wen I took it from my client..hence I thought the note bill was OK. He proceeds to ask if I had another note, and I said no I don't.. Then he went on to say he wouldn't accept my money because it had ink. I asked him what was i supposed to do because it was just a small ink. He told me to try with another teller since I was sounding personal..his gestures and throwing of hands , really disturbed me.. I asked for a manager by the name Moyo and he said he was too busy to attend to the complaint.. I walked out, and went to borrow a $100 so I could send through the $300.. Such arrogance from both the teller and the manager is totally unacceptable..
Patricia Ncube
Nov 13,2023I feel compelled to share my recent experience with Mukuru, as it has revealed a concerning inconsistency in their approach to customer service. While the staff is quick to offer a friendly demeanor when everything is running smoothly, the true colors of the customer service experience emerge when issues arise. Despite the initial positive tones from the Call Centre agents and prompt logging of queries when problems are reported, the subsequent journey toward resolution has been disappointingly lacking. What is particularly disheartening is the absence of feedback during the resolution process and the failure to provide estimated turnaround times. As a customer, I find myself in the dark regarding the progress of my concerns and the anticipated resolution timeframe. More troubling is the fact that a week has passed since reporting my issue, and it remains unresolved. This lack of progress adds to my growing frustration and raises questions about the effectiveness of Mukuru's commitment to resolving customer issues promptly. A genuine commitment to customer service involves not only the initial friendly interactions but also a dedicated effort to walk with customers through the entire resolution journey. Regrettably, my recent experiences with Mukuru have left me questioning the authenticity of their proclaimed customer-centric approach. All i can do now is either pray (because the human beings that work there cannot do their jobs effectively) that my issue gets resolved or that i at least get my money back. Is there an Ombudsman i can report Mukuru to?
peter cpb
Nov 06,2023refund back the money I think the Financial Service Conduct Authority must investigate Mukuru and establish whether it's still a suitable financial entity capable of storing customers funds. last week l created an order for our funeral society member we paid the order at Builders Warehouse only to find out 3hours later that the order came & reference number was cancelled, meaning that the receiver of that cash couldn't retrieve it. We are talking R25 000 cash. Calls & emails are sent daily to no response. The most shady and questionable thing is that, all communication lines for Mukuru are only limited to emails, so you can imagine how flooded their emails are, very intentional ****ming. I have completely lost trust in them and I wont let up until I get that money back. USERS BEWARE!
Rose Nyambira
Oct 26,2023On 24 Oct night I created an order with Mukuru and paid immediately. To my surprise, their app was still showing that they have not yet received payment until this morning, 26 Oct. Tried to make follow ups since yesterday with no success as they would take forever to respond on the whatsapp chat then when they decide to respond they would pretend as if it's me who is not responding. This morning they tried to respond to a message I sent yesterday at around 3pm and when I responded supplying details that they asked for, they just ended the chat and within minutes I received a message to acknowledge my payment. No response, or explanation for delay. They never used be like that. This is the 3rd time. Their customer service is non existent. My last time to deal with them.
Admire Mlilo
Oct 13,2023It’s been more than 10 days since I requested for money from my savings. I have called, sent follow up emails, to on avail. The agent who answers will promise to transfer you to the wallet department, but that won’t happen. The wallet department responds to emails, once a week. The response I got so far was also pointless as it just says the matter is being escalated. After 10 days. So maybe one more week to get another response? If you have money sitting with them, I would advise that you remove it. I strongly suspect that they are crushing or something
Jan Greeff
Oct 05,2023Mukuru keeps altering the required payment amount and the system refuses to allow me to rectify it. This happened in August when I asked to pay 9 665 meticals on order 107156748 it was changed to 10 148 and in September I asked to pay 9 665 on order no. 109288673 again it was changed to 10 229. This has created excess payments totalling 1 047 meticals in 2 months. The matter was reported to Mukuru via e-mail to their support mail then repeated with copies to their pay address and zendesk and digitalsupport. Posts to their Facebook page are vetted and ignored by their group admins. Mukuru replied that the increased amounts were "bonuses" and did not affect the amounts I paid, however, the facts indicate that the higher amounts were in fact added to my payments: The following discrepancies were recorded, all for a payout of 9 665 meticals: Payment date Amount 28 January 2023 R2 800 26 February 2023 R2 914 27 March 2023 R2 943 28 April 2023 R2 974 28 July 2023 R2 841,43 28 August 2023 R3 100 28 September 2023 R3 215 Up to July payments were around R2 800 to R2 900 and once, in April, close to R3 000. In the two months where “bonuses” were added the payments by me increased to R3 100 and R3 215 i.e. on average R200 to R300 more, which is in line with the “bonuses.” The exchange rate has not fluctuated to this extent, so how else can the discrepancy be explained? In reply to the second explanation by Mukuru, if it is true that they gave me a discount, then why did they at first allude that the difference was a bonus to the recipient? And why was I not informed of the bonus? The creation of an inconsistency in what is being paid as opposed to what their client intends to pay without informing the client, can lead to repercussions between the payer and the payee. Furthermore, if, as they say, they charged me 7% "for the first three months" then what about 27 July 2022 R2 814, 26 August 2022 R2 769, 28 September 2022 R2 612, 27 November 2022 R2 771 and 19 December 2022 R2 821? From what I am now perceiving, they are increasing their commissions by adding an amount to the requested amount without informing the client. When queried they state that there was no increase to the client but a bonus to the recipient (why would they do that in a clandestine manner?) and then when queried, they allude that they discounted my rate for three months while, in fact, that has been my rate for a long time as is clearly shown by the figures quoted above. An acceptable explanation will be appreciated.
Jay Cordner
Oct 04,2023Joined to send money. First told money could not go through airtel Malawi and the consultant changed to cash pickup. Told 4 to 24 hours to received confirmation to pick up. Then I phone and told to wait even more to see if airtel got money. Yet it was changed by the consultant. Then if you want to cancel they want you to go to your bank and pay for printouts to show payment and then scan and send to send to cancellations. If they cannot do the transfer on time then cancellation should be done with consultant and don't ask to run around printing payments and sending to cancellations. I use makuru to save time not to be asked to spend half a day at banks and PostNet sending cancellations. Very dissatisfied and still waiting for money to go through.
The Counting House, Church Farm Business Park, Corston, BA2 9AP, Bath, GB
https://www.mukuru.com
Ruth Lynn
Mar 04,2024Please listen to me and my experience and LEARN On 2/03/2024 I searched endlessly how to send money from Uganda to Pakistan and after a long search, I found Mukuru as the only option apart from direct international transfer which I couldn't afford. I ignored the red flags & countless reviews of this company and went ahead to send money to my family in Pakistan. Reason was they are in a remote area and Bank Top up was the only available option suitable for them as almost every other transfer I tried didn't have that offer of sending to Pakistan. Besides Mukuru didn't have the option of Jazzcash & Easy Paisa. I thought the transaction would be instant or atleast reflect in 24 hours or atleast they would receive a message alerting them of the transfer. But it's 4th, nothing yet but money has been deducted on my side. My order number is 119514976 which was cancelled without my knowledge. I woke up following morning with a text in WhatsApp that says my order was cancelled. I made multiple calls, texts on WhatsApp, email and so on but got no help. I spoke to one lady who told me to stay on the line since my call was goto get transferred. I endured 3 mins of promotional music and eventually got disconnected. I tried to call them directly, but I received no response. Imagine calling from Uganda to south Africa. Currently all customer care lines don't reply to me including email, WhatsApp and direct calls. When I try a live chat on WhatsApp, the chat is disconnected once I enter my message. Am stuck, lost and so hurt because this money, I know it was little was meant to put some food on their table and keep them afloat for a week. What hurts even more guys is I have to wait until another week passes before I can get extra money to send them. That's what is paining me more. This morning, they confirmed that they still haven't received a thing. Am so ashamed of myself to have believed this company. How can you do this Mukuru? How can you take the little money I had preserved for my family? Why do this? Please guys Stay away from this company You won't get refunded and Your people won't receive the money. Their customer chat will even block you. Please send your money through someone else or bank wire but NOT MUKURU Don't ignore these reviews, I now believe them. As for me, I have agreed to my loss. I wish I had listened. Please listen whoever is reading this. Mukuru online money transfer is BAD, Deceptive and a Scam. Thanks for reading Update 4/march/2024 After crying online and getting so mad, they eventually "confirmed my order" and sent it. LOL Some "Rumbidzai on their Facebook page & Makine on their call centre " did all their best to help.