Mukuru Reviews 233

Had an awesome experience with Penina. She gave me an excellent service. I made an error on the phone number in which my money was supposed to deposited into. I then started a live chat yesterday of which Penina was asked to help me.She had asked me to go back to the booth where I had done the transaction. I then informed her that I was no.longer in that town and she made every effort to sort out the issue. She has just called me a few minutes ago to go and collect my money from any booth in the country where I am right now. Wonderful.Keep it up

If i could less than 1 star i would. I have been trying to get an issue resolved from yesterday at 9am (26/04/23). Received calls from supervisors who claimed to have resolved the issue. Consultants giving the wrong advice. Have been waiting for call from Chawanangwa Mukwakwa and Leo who have promised to resolve the issue. As i speak i am being told the payment department lines are not working. I cannot be put through to the people who are dealing with my issue. If these two people happen to see this please note i am still waiting for my call as promised. As Leo's words " Mark my words i will help you"

No website to send money , have to use an App which is not stable. Had nothing but issues with suspensions and error messages.
Support only available via WhatsApp chat which is slow and not user friendly.
No peace of mind in dealing with this company especially as you are handing over money .

AVOID AT ALL COSTS

Customer service is unbelievably horrible.

Firstly, they used to have an efficient WhatsApp chat service but this is now clearly unattended. You only receive the same response all the time which reads "Hi [NAME], welcome to Mukuru! 1>Chat to support". This is very annoying and I don't know why they still keep this service on their website when they don't use/staff it anymore.

Secondly, don't you ever send an email expecting an immediate and timely response, they take their time as they have plenty of it!

Thirdly, the refund process is unreasonably inefficient. I was told I could not request a refund from my account but have to send an email instead! 🙃

It looks like am gonna have to start using Western Union more again. Zvekuda ku supporter we kwako zvinenge zvine stress.

To Mukuru, I note there is a persistent theme on the reviews provided by quite a number of people here; raising the same issues. Please resolve the problems flagged rather than replying to individuals asking them to email you again as if these are isolated issues. Your PR is letting you down here, and you don't need it! What you need is problem solvers and a more reliable tech.

So don't ask me to contact you again as I've done that already on numerous occasions.

Not sure yetbut still waiting

Another week,another day with no help. 2 hours of back to back calls still being asked same questions but still no connection to pay department. Horrible agents which reflect no straight company protocol on refunds. A bunch that needs to be boycotted

Please avoid this company and find an alternative way to send money to your family abroad. After sending money I was told they needed to do fraud checks. Communication is terrible. I provided the documents and nothing happened. I was then asked for more documents. Every person I managed to speak to gave a different answer. I asked for a refund and they can’t process it. They just take your money.

the worst customer service ever and their exchange rates do not even reflect the ones on the foreign exchange market.

I would give a zero if there was an option ,My recipient is being given a hard time to collect money that I sent for fees .Trying to call that call center is a nightmare ,tried to call several times and spoke to unprofessional ,untrained and rude call center agents.,the last one that I spoke to literally hanged the phone on my ear so now tell me how to I claim my refund and use another service provider to send the money.

Absolutely thrashy service

Some of your attendants at Tichagarika Shopping Centre, Glen View, Harare where plainly very rude, and outright disrespectfull.

Definitely looked uninterested and probably coerced to be at work.

Please teach your employees to play less and to communicate professionally amongst themselves instead of dirty talk in full view of clients.

Your product is good but it's spoilt by incompetent and arrogant ametuers that you employ.

Guess you what, I got frustrated and left, used another money transfer service ku High Glen

Poor service my card was reported fraud through capitec and they blocked my account. Now I have fixed my acc and the capitec has send an email to mukuru so that the can release my money . Mukuru people never communicate with me I have phoned more than 50 times but I never got help .Sunday it's Christmas I don't have money thanks to you mukuru. I'm even struggling to buy food at my house. I promise once they release my money I'm taking all my money and move it somewhere your service is poor

Mukuru are a bunch of thieves, people must be careful of this mukuru.com. Poor service is an understatement. I made an eft payment on Tuesday and made a wrong reference. I sent my proof of payment literally the following day all I got was a ticket number. No response whatsoever. I called the call center more than 50 times, all they do is they will escalate; I spoke to different consultancy who were rude, Cynthia, Mellita, Anita, all were just lying that they were escalating, putting me through to the so called pay department which the hones were just ringing and ringing and no answer. It's ridiculous. I got two ticket number and nothing

Salary was paid on 15/12/2022
It is now 5 days later and still nothing reflects in their bank account. (Same account for a year) To be without literally any money to buy either food of gifts this time of the year is ridiculous! No answer on the phones, no response on their website. What is the point of this bank?

my wife been waiting for her money far too long ,just gutted ,this bank is never a recommendation,worst experience ever.

If I could give them a zero star I would, non existent customer service, unresponsive to any request for information or clarification

I have been trying to redeem my world remit voucher but it says voucher not found. The error was that my middle names were not included and it was rectified from World remit and i spoke to one Assistant he told me that it hasn't shown in their system yet their systems are interlinked. Today 29 November 2022 the other Assistant is telling me the order was cancelled from World remit. World remit was contacted and they sent an email to say the order is ready for collection to the receiver but Mukuru is saying the order is still cancelled. I really don't understand what's going. Am so disappointed and frustrated by all this inconvinience

Sender: Nokutula Ncube : Order No: 90452885

The matter took too long to be resolved.
1. I sent money at around 7am on 25 November 2022. I received a message saying my account was suspended and seconds after that my money was taken off my bank account. Why did the system deduct my money after stating my account had been suspended.
2. Three hours later I called mukuru after realising my transaction had not been processed. I was then told the recipient was to send her picture and ID which to me had no relevance. The two documents were sent even though the recipient was unhappy with the request. Please note that the recipient had just collected money from mukuru that was sent by my nephew.
3. I called later and spoke to Oscar who was helpful. He told me to submit my ID for verification and this contradicted with the previous caller . I did that more than twice without getting a ticket number.
4. I called again in the afternoon. All I was getting were apology after apology which I got tired off. I was desperate as I had a bereavement. At one time I was advised to check my profile. It indicated my ID verification had been completed but my transaction was still not processed.
5. As time was running out on my side, I asked for my refund. I even stated that I stood not to benefit as the refund to my bank would take days. However I was told it would be in my account between 2 to 4 hours.
5. I can confirm that 12 hours after the conversation (26 nov 2022) there is no money in my account. I have failed to contribute Mk RG theatre a family bereavement.
6. Overall, I was disappointed with th service. I am not new to Mukuru but the service I got left a lot to be desired. I spoke to different staff, some of whom did not know what they were doing hence the need for them to be trained. In fact, after sending the transaction I expected communication from mukuru requesting me to verify my account as has happenned before. I had to call mukuru after 3 hours on realising my transaction had not been processed. What if I had not called?
7. Will I get my money back? The answer is ‘only God knows. There is no damage control as I could not help my family.
8. Can I trust or recommend Mukuru to anyone? The answer is a big ‘NO’.

I AN UTTERLY DISAPPOINTED WITH TGE SERVICE. WHAT HAPPENNED TO THE MUKURU WE KNEW

No star service costs more to collect money due to the poor customer service. Not helpful. Please be ware.

This organization is not professional.2 yhu are a bunch of thieves almost everyone i know is crying about you.yhu are stealing money from people.how can it be possible to change the card and the money is lost.
Stop stealing

Someone sent money to me this past Tuesday from the UK. I went and tried to withdraw the money and it wouldn't work. A notification saying the order could not be redeemed and l should try again or call customer service kept popping up. I called them and they told me that l should sign up for Mukuru because it was a lot of money. I signed up and the next thing I hear when I tried to withdraw from Mukuru is that the money was withdrawn by a zoona agent.I went to zoona headquarters and they said there was no record of any money or withdrawal. At Mukuru headquarters in Lusaka Arcades, they are saying it was withdrawn from Zoona. Now I have just been waiting for them to give me feedback on what's really going on. All they are saying is we are waiting for an email from SA and it's been 3 days. I already completed my end of the bargain, they took their service fee and now I'm the one stuck waiting for my money to pay my school fees . It's rediculous!