1 reviews | Active since Jul 2024
MUKURU - A POOR SERVICE MONEY TRANSFER AGENCY
Mukuru has been at the top of my list for some time now as a preferred agency whenever I need money transferred between African regions in order to locally and remotely meet financial needs. However, while on my international business trip from Cape Town to Lubumbashi I have received such a poor service from them that has caused not only so much frustration, but also has greatly impacted countless delays in my business operations, which have resulted in me incurring unnecessary additional expenses and loss of deals.
On July 10, 2024 my business partner in Cape Town made payment of a large sum of money I needed for custom clearance purposes at the border, which was supposed to be received into a local account here with immediate effect, but until now the money sent has not yet reflected in the recipient's account.
Since Wednesday afternoon I have been seeking help from them, having sleepless nights with my mind constantly troubled, but their support system is not easily accessible and their feedback response is extremely inefficient. I am being directed from one department onto another without any sense of progress for a resolution. It is only today I got told that the transaction that was made on Wednesday failed, hence the money did not reach the receiver's account. This would not have been communicated if I did not reach out. Their system should be designed in such a way that when a transaction fails, they are able to immediately pick it up and contact the client for awareness. Sadly, they do not even feel the need to address me apologetically.
It is unacceptable that I should be stranded on the road for over 2 days, still yet without clarity on the way forward for a sure solution under such urgency, due to an unreliable service provision from a money transfer service provider that markets itself as one of the largest money transfer providers in Africa and a leading next generation financial services platform. It is unacceptable to have nothing received from them in the past 3 hours after being assured that the payment department is dealing with the matter for a confirmation of payment for the new order they themselves have created as means of compensation for that which previously failed.
I am not happy with Mukuru's money transfer service. Based on this experience, I can only deem it unreliable, inefficient, unprofessional, poor quality money transfer service provider. Their financial systems and association with other financial institutions need be enhanced for high quality performance, if they wish to reflect who they say they are as a company.
Secondly, Wiseman, your operations personnel confirmed that the order payment in question failed and that the matter has been forwarded to payment department and will soon be resolved. It's been 5 hours since the reception of that email and not a single word has been received from you. On that day I made 2 payments of the same amount. The second one went through. Maybe that is the one you are referring to when you say that the order was successful. And let me correct you, the money was not available to the recipient instantaneously but after 9 hours. I have proof. The order was paid at 2:17pm, but was only available in the recipient's account at 10:58pm. So please, do not deceive readers with lies and take accountability. That would display leadership quality in the industry you hold a seat.
Yesterday, I did clarify with the holder of the mobile wallet account on the limit and there exist no such limitation.
It makes no sense in your reasoning that you decided to call the recipient, being him not the holder of the Mukuru profile I hold and being him a Congolese residence who speaks not English as his first language, and it is such a shame that you should conclude your comment with, "if you need further assistance, please let us know," while you have not resolved the matter. Where the hell is my money still lingering?
Please redeem yourself and the company which you are serving by assuring solution to the problem you have caused and improvement on the supply quality of your products and services.
Secondly, Wiseman, your operations personnel confirmed that the order payment in question failed and that the matter has been forwarded to payment department and will soon be resolved. It's been 5 hours since the reception of that email and not a single word has been received from you. On that day I made 2 payments of the same amount. The second one went through. Maybe that is the one you are referring to when you say that the order was successful. And let me correct you, the money was not available to the recipient instantaneously but after 9 hours. I have proof. The order was paid at 2:17pm, but was only available in the recipient's account at 10:58pm. So please, do not deceive readers with lies and take accountability. That would display leadership quality in the industry you hold a seat.
Yesterday, I did clarify with the holder of the mobile wallet account on the limit and there exist no such limitation.
It makes no sense in your reasoning that you decided to call the recipient, being him not the holder of the Mukuru profile I hold and being him a Congolese residence who speaks not English as his first language, and it is such a shame that you should conclude your comment with, "if you need further assistance, please let us know," while you have not resolved the matter. Where the hell is my money still lingering?
Please redeem yourself and the company which you are serving by assuring solution to the problem you have caused and improvement on the supply quality of your products and services.
We would like to personally apologize for the inconvenience you experienced with your recent transaction and interaction with us. We understand how critical timely and reliable service is for our customers, and we deeply regret the delay and frustration caused. We have taken your feedback seriously and we assure you that we are taking the necessary steps to ensure that all future orders are processed with priority to prevent any delays.
We would like to personally apologize for the inconvenience you experienced with your recent transaction and interaction with us. We understand how critical timely and reliable service is for our customers, and we deeply regret the delay and frustration caused. We have taken your feedback seriously and we assure you that we are taking the necessary steps to ensure that all future orders are processed with priority to prevent any delays.