Mukuru Call Centre and Branch Experience Require Upgrades

I needed to pick up cash at one of your Mukuru branches as per sms received. I’ve got a Mukuru card that I haven’t used in a while so I called your call centre to check if I could rather redeem my cash into the card. Before being transferred to the activations team , I asked Zaza the consultant who assisted me, if she knew whether the Newtown Mukuru was in the mall. This is where the conversation went due south. Instead of admitting she did not know, she listened to respond and not to understand my question. She started listing the branches and I had to cut her mid sentence to explain my question and to tell her if she did but know she should have just said so rather than telling information I had found on your website.

I was then transferred to Terence. We started off well, he assisted with reactivating my card. I asked if he could tell me my balance and he advised that this is not done over the phone. Our conversation continued and I asked the balance question again, just to ascertain if really this could not be done as I wanted to ascertain if I had a negative balance due to inactivity as this had been mentioned during a conversation. The response was filled with an irritation and arrogance unbecoming of a call centre agent. He quickly rambled on about me getting onto WhatsApp , typing ‘Hi’ to get my balance, without asking if I knew the number, then he mentioned I could do it via the USSD channel. Again the assumption was that I knew that number. I thanked him and hung up.

My 3rd call and interaction was with a lady who was better in her communication skills, and tried to assist with the code I received on sms to fetch the money. At this point I was hoping that the reactivated card could be used. Alas that number could not be found on her system and I was told to go to the branch.

It’s gets more interesting as I wait from 7:00am the next day at the Braamfontein branch for the 8:30am opening as per your website. Thankfully I’m number 2 in the queue and I was hoping at 8:30am the branch would be open. The lady with the keys rocks up at 08:29am which means the branch will not be open at 08:30am. The Security gentleman eventually ushers us in at 08:34am. To think security and some of the staff arrived well before the key holder.,

A staff member hands out papers to write down the collection number received on sms. I then converse with him around this very chilled late opening time. His response was ‘at least you’ll be served by 08:40am’. I am gobsmacked and challenge him on that one and tell him I worked in a bank, and an institution cannot inconvenience clients because of their lack of time keeping. Utter disrespect. At 08:39 we are then handed ticket numbers, and only one teller is open - the key holder, (Mathapelo). Thankfully the person in front of me had to register first and I was called next at 08:41.

What a Mukuru experience.

To add insult to injury the branch address is listed as Cnr Biccard and Leyds - where as the correct location as per street names is Cnr Simmonds and Leyds - right opposite 85 Simmonds. I walked to Biccard with no sign of the branch at the said address until I met up with a precinct security standing at a robot further up, who directed me accordingly.

I’ve used both Hillbrow and Yeoville branches in previous years - your locations, whilst are placed according to your target market are far from safe. Your doors are looking to the side walks and streets where your clients are exposed. Even worse when it is raining and in this cold season.

Please consider an OR Tambo branch or a few mall branches like your competitors. Safety is key.