Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Mukuru presents a sharply split experience. Customers repeatedly single out individual complaint-team consultants, especially Bruce Msweli, Shepherd Munjari and Lelethu, for patient, persistent help that finally unlocks stuck money. Alongside that praise, a recurring theme is funds trapped in failed transfers, blocked cards, suspended accounts and refunds that stretch on for weeks with little proactive contact.
Top Strengths:
- •Customer Service & Professional Guidance: Named consultants dominate the positive reviews. Customers describe Bruce, Shepherd, Lelethu, Peter and Thato as patient, professional and willing to phone senders or recipients directly, staying on a case until the customer confirms it is resolved.
Replied to 93% of negative reviews
Reply time on negative reviews: 28h 34m
TrustIndex
6.4
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Ranking
#8
in Payments & Fintech
Reply Time
19h 48m
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NPS Score
-15
Recommended: Unlikely
Replied to 93% of negative reviews
Reply time on negative reviews: 28h 34m
Nov '25 - Oct '26
Frequently Asked Questions About Mukuru
What do customers say about Mukuru?
Based on recent customer reviews, Mukuru presents a sharply split experience. Customers repeatedly single out individual complaint-team consultants, especially Bruce Msweli, Shepherd Munjari and Lelethu, for patient, persistent help that finally unlocks stuck money. Alongside that praise, a recurring theme is funds trapped in failed transfers, blocked cards, suspended accounts and refunds that stretch on for weeks with little proactive contact.
What is Mukuru's biggest strength?
Mukuru's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. Named consultants dominate the positive reviews. Customers describe Bruce, Shepherd, Lelethu, Peter and Thato as patient, professional and willing to phone senders or recipients directly, staying on a case until the customer confirms it is resolved.
What are the most common complaints about Mukuru?
The most common complaint about Mukuru, based on Hellopeter's AI analysis of recent customer reviews, is Process Efficiency & Turnaround. Repeatedly cancelled orders, EFT and wallet transfers stuck for days or a week, vouchers that cannot be redeemed and card activation or replacement journeys that force multiple branch visits are described as exhausting and unexplained.
How does Mukuru compare to other Financial Services companies?
Mukuru scores 2.3 out of 5 on Hellopeter's AI analysis of service quality in Financial Services, compared to the Financial Services industry average of 2.8. Their strongest theme is Service & Guidance (3.8); their weakest is Trust & Compliance (1.6). The top AI-rated Financial Services business on Hellopeter is Green Door Home Loans (4.6). How is the AI Score calculated? →
Is Mukuru trustworthy?
Mukuru has a TrustIndex of 6.4 out of 10 on Hellopeter, based on 80 reviews in the last 12 months. They reply to 93% of negative reviews, typically within 28 hours 34 min. Hellopeter has tracked Mukuru across 439 total reviews. How is the TrustIndex calculated? →
Recent reviews (80)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2023
Frustrating to say the least
Been such a frustrating experience, why does Mukuru not deliver there cards when the branches are in arears that are not even safe for women to travel too and also far away ? I have been moved from pillar to post to get my funds , it's such an unpleasant experience. The agent said they will link the funds to my app and I can redeem it now all of a sudden the redeem option isn't availabl , what is this ?! I will use another funds transfer service instead. I've learnt my lesson with poor customer service here.
1 reviews | Active since Mar 2023
Frustrating to say the least
Been such a frustrating experience, why does Mukuru not deliver there cards when the branches are in arears that are not even safe for women to travel too and also far away ? I have been moved from pillar to post to get my funds , it's such an unpleasant experience. The agent said they will link the funds to my app and I can redeem it now all of a sudden the redeem option isn't availabl , what is this ?! I will use another funds transfer service instead. I've learnt my lesson with poor customer service here.
1 reviews | Active since Jul 2022
Bad service
I sent money yesterday through Mukuru to Nigeria, but they still haven't received it. I've called twice and was told that the payment has been sorted, but they still haven't received the money. The worst part is that they urgently need the money to go to the doctor. 😓
1 reviews | Active since Jul 2022
Bad service
I sent money yesterday through Mukuru to Nigeria, but they still haven't received it. I've called twice and was told that the payment has been sorted, but they still haven't received the money. The worst part is that they urgently need the money to go to the doctor. 😓
1 reviews | Active since Jun 2025
I need justice to my R14000.24 that disappeared
Mukuru bank or bank zero, whatever you are doing is not good you are keeping me in bandage everyday, you ****** me R14000.24, I asked what happened to my money you don't give me a feedback I went to your office in Capetown and your bank manager (Zintle) she even gave me a wrong contact number, I send email to your ***** department but they don't even bother to reply, you don't what to provide my July and August bank statement, why? Since 2018 using your bank this is what you pay me with, to rob me R14000.24, isn't this being heartless. I need justice to my money, is this how you are, Who ever closed my ticket number *** is the person knows where my money is. Is this how you feed your family, I need my money R14000.24,
1 reviews | Active since Jun 2025
I need justice to my R14000.24 that disappeared
Mukuru bank or bank zero, whatever you are doing is not good you are keeping me in bandage everyday, you ****** me R14000.24, I asked what happened to my money you don't give me a feedback I went to your office in Capetown and your bank manager (Zintle) she even gave me a wrong contact number, I send email to your ***** department but they don't even bother to reply, you don't what to provide my July and August bank statement, why? Since 2018 using your bank this is what you pay me with, to rob me R14000.24, isn't this being heartless. I need justice to my money, is this how you are, Who ever closed my ticket number *** is the person knows where my money is. Is this how you feed your family, I need my money R14000.24,
1 reviews | Active since Jan 2026
Mukuru is TERRIBLE
On the 7th September i made a withdrawal at a Standard bank atm and the money was not dispensed. I reported the matter to Mukuru the next day 8th and since then no reversal or refund has been made (17th Sept today). Its excuse after excuse. I wouldnt recommend anyone to use this financial business whatsoever!
1 reviews | Active since Jan 2026
Mukuru is TERRIBLE
On the 7th September i made a withdrawal at a Standard bank atm and the money was not dispensed. I reported the matter to Mukuru the next day 8th and since then no reversal or refund has been made (17th Sept today). Its excuse after excuse. I wouldnt recommend anyone to use this financial business whatsoever!
1 reviews | Active since Sept 2026
Mukuru
Very dissapointed with their services, Redeemed a voucher in an old card last Tuesday and got a new card but still no money in my account. I have been calling and they just send me from pillar to post. I would not recommend it to anyone.
1 reviews | Active since Sept 2026
Mukuru
Very dissapointed with their services, Redeemed a voucher in an old card last Tuesday and got a new card but still no money in my account. I have been calling and they just send me from pillar to post. I would not recommend it to anyone.
1 reviews | Active since Jun 2025
Mukuru bank ****** me R14000.24
Mukuru bank you have to tell me how did my money disappear from my account, your bank ****** me R14000.24 and you keep quiet. I need my money, how did the money disappear and if I call you to give my bank statement you tell me stories. You must give me my money back in time.
1 reviews | Active since Jun 2025
Mukuru bank ****** me R14000.24
Mukuru bank you have to tell me how did my money disappear from my account, your bank ****** me R14000.24 and you keep quiet. I need my money, how did the money disappear and if I call you to give my bank statement you tell me stories. You must give me my money back in time.