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Rotshila Lyton Dama onlylyton

1 reviews | Active since Jul 2025

03 Jul 2025, 11:28

Poorest customer service ever

I always used Mama Money cashtranfers for years without having the need to contact them for assistance. I loved what they do. Until one time I needed to send money urgently for an emergency and I found out that Ozow was deactivated. I had to deposit cash in the store or use manual EFT. I did EFT and then regret it when the money is not reflecting in time. I went to a store, made another order knowing I will ask for a refund for the money I sent via EFT. That was when I contact them and they took me through the process on WhatsApp, It was going to take me between 24 to 48 hours to receive my refund. But it took me Saturday, Sunday, Monday and Tuesday for me to contact them again. I thought I can send part to the amount and get refund of the remaining ballance. According to them I had to make request for them to split the amount which took 24 hours after two days of WhatsApp and Phone call conversation. I am now on the third week, forth attempt to get a refund. It takes them two days to respond to a WhatsApp message on weekdays. And they always leave conversations unfinished. It's sad that WhatsApp is the only way you have to go through this.

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Replies (3)
mama money
mama money's reply04 Jul 2025, 09:51
Official
Dear Rotshila,

Thank you for taking the time to share your feedback with us. We truly appreciate it.

Please accept our sincere apologies for the inconvenience caused by the delay. We understand how important it is to be kept informed about timelines, and we take this matter seriously. Rest assured, we are addressing it internally to help prevent a recurrence in the future.

Kindly note that refunds typically take up to 48 hours to be processed on business days. If the request is submitted after 3 PM on a Friday, the processing will only resume the following Tuesday.

We appreciate your patience and understanding, and should you have any further questions, please don’t hesitate to reach out.

Warm regards,
Mama Money Support Team

RLDo
Rotshila Lyton Dama onlylyton's update04 Jul 2025, 16:22
Reviewer Update
Wow, you know your thing, After sending my documents repeatedly, and waiting two days after it was confirmed that I would be refunded, you wait to call me on friday 15:05 to let me know you failed to process a refund beacause of unsound excuse. That you cannot pay me on a different account other than the one that the money originated from whereas both accounts are on my name. What was the proof of payment for? What was bank account confirmation letters for?
Knowing very well that it would have to be processed on Tuesday because we are approaching weekend and it's after 15hour, I think the problems within your service are deliberate. I will start all over again when it's convenient with you
mama money
mama money's reply07 Jul 2025, 10:41
Official
Hi Rotshila,

 Thank you for your feedback, and we're sorry for the frustration you experienced during the process. We understand how important timely service is, especially when it comes to refunds.

Please note that for security and compliance reasons, we are only able to process refunds back to the original account the funds were sent from. As we did not receive the confirmation letter for that account, the refund couldn’t proceed at the time.

We do, however, see that you’ve since opted to resend the funds to your recipient instead. We're glad the matter is now resolved and the funds have reached the intended person.

If you need any further help, feel free to reach out to us directly on WhatsApp at +***8.

Kind regards,
Mama Money Support Team