Mukuru Opiniones 231

Respuesta de Mukuru

24 ene 2026

Hi Gudrun

Thank you for taking the time to share your experience. We sincerely apologise for the frustration and inconvenience caused by the delay in your funds reflecting, as well as for the manner in which your concerns were handled.

We can confirm that the refund has since been successfully processed and paid. While we are pleased that the funds have been returned, we acknowledge that the overall experience fell short of the service standards Mukuru is committed to providing.

Your feedback regarding the interaction with our consultant has been taken seriously, and the matter has been formally addressed internally to ensure that all customer engagements remain respectful, professional, and supportive.

We would also like to thank you for being a loyal Mukuru customer. Your continued support is valued, and we appreciate you bringing this matter to our attention as it helps us improve our services.

Thank you for your patience, and please do not hesitate to reach out should you require any further assistance.

Respuesta de Mukuru

15 ene 2026

Dear Donald,

We sincerely apologise for the inconvenience and frustration caused by the delay in your recent transaction, particularly given the urgency of your funds.

The issue experienced was intermittent, which resulted in some transactions being delayed. We acknowledge your feedback and recognise the importance of clear communication during such technical disruptions.

We would like to reassure you that the issue has now been resolved and our systems are fully operational. Transactions are currently being processed as normal, and our teams are actively working to further strengthen system stability and improve customer communication to prevent similar occurrences.

We appreciate your patience and understanding. Should you require any further assistance, please do not hesitate to contact us.

Respuesta de Mukuru

3 dic 2025

Hi Fidza

Thank you for your feedback. We’re sorry for the inconvenience you and your daughter experienced. We completely understand how frustrating it is when funds cannot be accessed immediately.

To protect customers from fraud, funds can only be accessed through the verified wallet number or banking details linked to the account. Because of this, we always encourage senders to confirm the correct details before sending.

However, please note that Mukuru also offers secure cash collection points where recipients can collect funds using their valid ID for authentication — especially helpful if the registered number is lost or no longer in use.

We would be happy to assist your daughter so she can access her money securely. Please contact us with her full details and order number at:📩 support@mukuru.com or WhatsApp +2786001 8555

We appreciate your loyalty and your suggestions — they help us improve our services for all customers.

Respuesta de Mukuru

20 nov 2025

Hi Bernard,

Thank you for your feedback. We’re really sorry about the delays you’ve experienced, we understand how frustrating this can be.
Please note that the Mukuru Card is a wallet and not a traditional bank account, so processing times can vary depending on how the sending institution releases the funds. Still, a 3-day wait is not ideal, and we’re working with our partners to improve this.
We’ve also noted your concerns about fees, and your feedback helps us identify where we can do better.
Thank you for raising this, we’re committed to improving your experience. If you need further help, please reach out on 0860 018 555 or support@mukuru.com

Respuesta de Mukuru

20 oct 2025

Hi Ascott,

We’re truly sorry to hear about your experience and the frustration this has caused.
To help us investigate your issue you experienced, kindly email your order details and contact information to qa@mukuru.com

Respuesta de Mukuru

3 oct 2025

Hi Ndebele,

We are truly sorry to read about your experience and the distress this has caused you. Please allow us to assure you that Mukuru is a licensed and FCA-registered financial services provider, and we take customer concerns extremely seriously.

We understand how important it is for funds to be received or refunded without delay. Since you mentioned that the sender has cancelled the transaction, our team will need to trace the payment and confirm the refund process. To properly investigate, we kindly require your contact details and the order number. Please share these with us via our complaints email qa@mukuru.com so that we can urgently resolve this matter for you.

We value the trust you place in Mukuru and are committed to resolving this as quickly as possible.

Respuesta de Mukuru

3 oct 2025

Hi Emmah,

Thank you for reaching out, and we are sorry to hear about your experience.

Please note that any payments made after 3:00 PM on a Friday, over a weekend, or on public holidays will be delayed due to banking trading times and transfer processes.

We appreciate you taking our call to discuss this matter and encourage you to keep these factors in mind when expecting funds in the future.

Should you have any questions, please feel free to contact us at qa@mukuru.com.

Respuesta de Mukuru

25 sept 2025

Hi Mrs Khumalo,

We are truly sorry to hear about your experience and fully understand the urgency of your situation. Please know that we take such matters very seriously, especially when they involve medical emergencies.

After reviewing your transaction, we identified that the payment was made using a business account rather than a personal account. For security and compliance reasons, our system automatically flags and prevents transactions from business accounts, as outlined in our Terms and Conditions. This measure is in place to protect our customers and ensure regulatory compliance.

We have requested that you kindly provide us with the account details where the payment was made so that we can expedite the refund you requested. We hope this clarifies the matter and want to assure you that if a personal account had been used, the transaction would have been processed promptly and successfully.

Respuesta de Mukuru

4 ago 2025

Hi Every

We're truly sorry to hear about the challenges your husband has faced — this is not the experience we want any of our customers to go through. To urgently look into this matter and assist you further, we kindly ask that you provide us with the following information:

Your husband’s full name
The cellphone number linked to his Mukuru account
Any relevant reference numbers or dates of interaction

You can send these details to qa@mukuru.com please and we’ll reach out directly.

Respuesta de Mukuru

18 jul 2025

Hi Esther,

Thank you for bringing this to our attention. We understand your concern regarding the multiple Monthly Active Card Fees, and we sincerely apologise for any confusion or frustration this may have caused.

To explain:
The Monthly Active Card Fee is a standard charge for maintaining your Mukuru Card and its associated services. In some cases, multiple fees may be deducted at once if:

There was a previously active Mukuru Card linked to your profile with unpaid monthly fees, and

The system automatically recovered these outstanding charges once sufficient funds were available.

To protect our customers from building up high arrears, cards are automatically blocked after three months of non-payment. However, any outstanding monthly service fees remain payable and may be collected once the account becomes active again — even if a new card is issued.

To ensure there are no anomalies or errors in your account activity, we kindly ask that you provide us with your Mukuru-registered phone number. This will allow our team to investigate your profile in detail and escalate the matter if necessary.

You may reach out to our support team directly via email on qa@mukuru.com.

Respuesta de Mukuru

11 jul 2025

Hi Burgum

Thank you for your feedback, and we sincerely apologize for the delay and frustration you’ve experienced.

At Mukuru, we understand how important it is for funds to reach your loved ones quickly—especially during urgent times. We're truly sorry that your first transaction did not meet your expectations.

Please note that, in some cases, our system requires additional verification in line with international anti-money laundering regulations. This is a standard legal requirement, while it may have delayed your transfer, it is essential to ensure your money is secure and that we comply with regulatory obligations.

We have successfully refunded your order as per your request, and we sincerely apologize for the inconvenience caused.

We appreciate your understanding and hope to have the opportunity to restore your confidence in our service. Should you need any further assistance, please don’t hesitate to contact us at qa@mukuru.com.

Respuesta de Mukuru

Actualizada el 4 jul 2025

Hi Takunda

Thank you for bringing this to our attention. We sincerely apologise for the distress and frustration you’ve experienced, and we truly appreciate your patience over the past few months.

We fully understand the seriousness of your concerns, especially when it involves fraudulent activity on your Mukuru Card. You placed your trust in us, and it’s deeply regrettable that you’ve had to endure such delays and silence during what should have been a prompt and supportive process.

We want to reassure you that your case has remained active and under investigation. Unfortunately, the delay has largely been due to a lack of cooperation from the third party involved who has not responded to our official investigation requests. While we continue to follow all necessary protocols to obtain the required information, we also recognise that the responsibility for clear and timely communication to you rests with us, and we have fallen short in that regard.

We’ve now escalated your case internally and assigned it to senior management within our Fraud and Customer Support teams. You will be contacted directly with an update and resolution path. Your trust is extremely important to us, and we are committed to ensuring this is resolved fairly and respectfully.

Respuesta de Mukuru

25 jun 2025

Hi Nelia,

Thank you for bringing this matter to our attention.

We sincerely regret the inconvenience you’ve experienced and fully understand how frustrating the situation must have been. Upon checking, we can confirm that the issue with your card has been resolved.

We truly appreciate your patience throughout this process and once again, we apologise for the inconvenience caused.

Respuesta de Mukuru

Actualizada el 15 may 2025

Hi Vincent,

Thank you for bringing this matter to our attention. We sincerely regret the inconvenience you’ve experienced and fully understand how frustrating this situation must be.

Please note that investigations of this nature may take longer than usual. They involve a thorough review of transaction logs, internal system records, and, in this case, coordination with a third party—Uber. This process ensures compliance with financial regulations and helps us reach an accurate and fair resolution.

As a precautionary measure to protect your funds, we have blocked your card since your card information was compromised.

We can confirm that our Wallet Fraud team assured that your case remains a priority. It has been escalated to the relevant department, and we are actively following up to ensure it is resolved as swiftly as possible.

We truly appologise and appreciate your patience and understanding. Should you have any further questions or require assistance, please don’t hesitate to contact us on qa@mukuru.com

Respuesta de Mukuru

Actualizada el 22 abr 2025

Hi Mags

Thank you for your feedback, and we’re truly sorry for the frustration you’ve experienced.

As a regulated financial service provider, we’re required to verify certain documents to meet legal and compliance obligations. We understand the confusion around the request for an “original passport” — to clarify, we only require a clear photo of the physical passport, not a scan or photocopy.

We sincerely apologise for the delay and any miscommunication. Kindly share your full name, registered contact number, and order number, so we can urgently review and resolve your case. You may contact us on qa@mukuru.com.

Respuesta de Mukuru

16 abr 2025

Hi Precious

Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience and understand how frustrating it can be when things don’t go as expected. Please know that it is never our intention for any customer to feel this way.

We’d really appreciate the opportunity to investigate and assist you further. Kindly provide us with your registered contact number so we can look into your concerns and work towards a resolution.

Your feedback is important to us, and we remain committed to addressing and resolving your complaint.

Respuesta de Mukuru

14 abr 2025

Hi Dutch

We’re truly sorry to hear about your experience and fully understand how concerning this situation must be. At Mukuru, we take the protection of our customers’ data very seriously, and what you’ve described falls far short of the standard of service we aim to provide.

We would like to urgently investigate this matter to ensure it’s resolved swiftly and appropriately. Could you please share your full name, registered contact number, and the relevant order details? Your feedback is very important to us, and we’re committed to addressing this issue with the urgency it deserves.

Respuesta de Mukuru

8 abr 2025

Hi Bezel

Thank you for your feedback.

We’re sorry to hear you're unhappy with our rates and fees. Please note that these are influenced by factors such as operational costs and currency availability, which can vary by region and market conditions.

We continuously strive to keep our service competitive, secure, and reliable. If you’d like us to look into your experience, feel free to contact us at qa@mukuru.com.