Mukuru holding funds needed for medical emergency - Zero communication

Item: Mukuru
Rating: 1
Author: Irene K

I am beyond frustrated and disappointed with the service I’ve received from Mukuru. I processed a bank top-up order that has failed, and my money is now stuck in "technical issue" limbo. What makes this situation unacceptable is: 1. Zero Proactive Communication: I had to be the one to follow up and find out the order failed. Mukuru did not reach out to let me know there was a problem. 2. Extreme Urgency: This money is needed urgently for a medical bill. Despite explaining this to the agents, I am being told to wait "up to five working days" for a refund. 3. Lack of Accountability: Being told "we are working on it with a partner" doesn't help when a life-critical payment is pending. I am now being forced to wait for my own money while a medical situation remains unresolved. If you are looking for a reliable way to send money urgently, please be extremely careful before using Mukuru.

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Replies (1)

Mukuru's replyOfficial

30 Apr 2026, 11:36

Dear Irene,Good day, and thank you for your feedback.We sincerely apologise for the frustration and distress this situation has caused, especially given the urgent medical need you have highlighted. We understand how concerning it is when a transaction does not go through as expected and we truly regret the inconvenience this has created for you.As discussed telephonically, please be assured that we are actively addressing the matter with the relevant team and our partner to ensure a swift resolution. Your case has been prioritised, and we are working to resolve it as quickly as possible.We appreciate your patience and understanding while this is being attended to. We will keep you updated on progress and will revert as soon as we have further feedback.

Mukuru's reply30 Apr 2026, 11:36

Official