Mukuru Arvostelua 232

Mukuru 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.

Joined 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.

Money hanging for over a week. The stress im having right now

Someone told me mukuru was not reliable, but did not agree since everything seemed OK at that time. Now the money that I sent is just hanging. Made numerous messages on WhatsApp getting no help, phoned never answered and email promisses in vain. Maybe was dealing with robotsl am not sure, but I think robots can do better than their staff.

I am really dissapointed with the service of Mukuru. I did a remmitance transaction on the 28th of august 2023 and the transaction did not go through because there was a system glitch immediately after i paid for my order. Now i have been calling them continously to get the transaction sorted as the recipient has still not received the collection details, i have spoke to so many agents and they keep telling me we have received feedback from the operations department, they asked me to send through the proof of payment i have since done that but still nothing is materialising. Honestly so how then do we recommend other clients to such an organisation???? No feedback, no update on my query except for me to call so many times with no progress to the calls. Can someone from Mukuru get my query resolved by making sure my recipient gets the collection details or if that cannot be done may you please reimburse me my full funds!!

I so much hate mukuru really it has inconvenienced me so many times I hope another transfer agency pops up and we stop this mukuru madness,I wish you loose more and more customers because of your inconsistency

Never been this let down and disappointed in my entire life. They unilaterally blocked my Mukuru card without notice and communication afterwards. I called them a million times and its always the same choreographed answer that someone will reach out to you, its the 3rd day now, I have no access to my funds. I need to pay rent, food, medications etc. Worst of all the department that blocked the card are giving me zero communication. Seems I will have to escalate the case to a regulatory authority or open a police case against Mukuru cause this is not just abuse its something beyond

Update: Finally i got the call. Thank you for helping resolve this but please train the wallet fraud department to communicate with clients whenever they block/suspend accounts, they should not leave clients in the dark and uncertainty.

Great service

If I could give a negative review I would do so…. Sent funds on the 12th and up to today all I have been getting are empty promises from agents, who seem to be reading from a script. My receipient was told a different story each time and the call center agents gave me false reassurances each time I called… highly disappointed

Received exceptional customer service from Katay. Thank you so much, keep up the good work Katay

After my experience, I am not shocked that Mukuru has a rating of 1.7!! If I could give a negative rating I would.

I have been trying to get an issue resolved since 15/07/2023. That is we are going into day 5 and the matter is STILL pending. A simple matter as clearing funds that have already been deducted from my account IS taking 5 DAYS!!

I can not imagine a financial services institution that has this level of poor, IF NOT neglectful customer service when dealing with individual's funds. Which begs the question: should we really be trusting them with our funds??

I have spoken to no less that 5 support consultants and each time this matter is "escalated" and nothing is resolved. To anyone reading this, do not take the words or promises from the Mukuru call centres, at best they are reading from a list of scripted useless responses and the worst these empty promises come across as flat out lies. There does not seem to be protocols to address matters and the entire process is a nightmare.

It appears that Mukuru does not value its customers at all. It gives the perception that the organisation is operating as if it is to big to fail and 1 customer does not matter and that level of disregard for customers is simply unacceptable. There is a complete lack of urgency and professionalism in handling these matters.

For how it is marketed, this is the equivalent of false advertisement. All Mukuru support has managed to do is let me know that the matter will be resolved within the next 30 minutes as we go into day 5!!

Please avoid this company and find an alternative way to send money to your family abroad.

Really disappointed. Been with mukuru for long. However I think its time I cut ties. Its hard to get money released.

I emailed mukuru 2 weeks before traveling snd told them if you see my ip address as Zimbabwe it is me. Got to Zim and my God was it a nightmare. Each time I semt myself money I had to call mukuru to get my money released this took being on the phone up to 45 minutes per call. It cost me a lot of money.

No matter how I explained that I was in Africa I still had to be I'm call explaining myself each time to get my money. This tooks hours each time.

Today I decided to transfer money instead of of the usual direct debit. Huge mistake. My son is heading to the airport which I told mukuru. And 3 hours later my money has yet to be released. Only to find out it takes 24 to 48 hours. I asked for a refund and was told I'd be sent an email. An hour later I'm still waiting

I surely will be closing my account. Its too much headache. Nobody ever knows anything. Nor give you a direct answer

I’ve used Mukuru for years with not so many issues. However since they started with the app it’s a nightmare. Staff are unable to help either. IT support no support at all.
Spent the whole day trying to make a transaction on the app which is just useless and won’t let you do anything.
Why they’ve changed to the app when it’s not functioning well.
Tried to call but each time the call cut off and no one calls back to complete the conversation. I’ve spent all day today trying to get assistance and still nothing. Waste of my day!
Don’t even waste your time with Mukuru!

Dear Mukuru,

I must express my extreme frustration and disappointment with the abysmal service I have received from your company. It is truly a pity that I cannot give a zero rating for the horrible service I have endured.Boikarabelo ,utterly useless messed up my request from the word go ,i am not even sure if knows why he is there at Mukuru .

On the 28th of June, I requested a money transfer to an account, and to my dismay, until this moment, no one bothers to assist me unless I take the initiative to call or email repeatedly. It has been nothing but empty promises after promises, with no tangible results. A request that was promised to take only 24-48 hours has now stretched to three days and counting.

I intend to make it my mission to warn everyone to stay away from Mukuru. Your consultants make grand promises they are unable to fulfill. In all my interactions with financial services, I have never encountered such terrible service. The consultant named Evermay, who assisted me previously, provided efficient service unlike what I have experienced now.

It is evident that Mukuru does not value its customers at all. There is a complete lack of urgency and professionalism in handling my case. I am now stuck with individuals demanding their money because you refuse to fulfill your obligation and pay out my funds.

This level of incompetence and disregard for customers is simply unacceptable. I demand immediate attention to this matter, and I expect a resolution without further delays by close of business today . I hope you understand the gravity of the situation and take the necessary actions to rectify this appalling experience

Very bad service I waited for hours until now they don't call back

You have to sweat to get your money you saved they don't care how urgent you need it the consultants keep saying they don't know since they are not the wallet department I am tired of your stupid excuses everyday
Thank you mukuru for solving the matter at last all good now

I was initially at fault by not putting enough information when sending the money but Marcus assisted me professionally.

Very horrible service. It’s over 2 months they haven’t resolved my account and keep asking me to send documents. Everytime I reach out to them they will tell me that they will resolve the issue. I will not recommend anyone. I rate your services as minus zero.

Unhappy Client

Very horrible Customer service care. It's been 2 months trying to get mu refund I give their service Zero


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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