BH
Brandon H
1 reviews | Active since Oct 2025
25 Oct 2025, 22:37
Refund – No response after weeks
I made a payment of R1500 via debit card to Mukuru on 5 October. The recipient never received the money. I requested a refund on 9 October. I provided my bank statements and any documents they asked for — weeks ago — yet there is still no refund or proper update from Mukuru. Payment method: Debit card Requested refund: 9 October It’s now 20 days without resolution. This is unacceptable. Mukuru is holding my money without valid reason. I expect the refund immediately and confirmation of when it will be processed.
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Mukuru's replyOfficial
27 Oct 2025, 08:47Good day Brandon, Thank you for bringing this matter to our attention. We sincerely apologise for the delay and any inconvenience caused. Upon reviewing your case, we can confirm that while we did receive documents from you earlier, they did not include the three months of bank statements required to complete the order verification process in accordance with our compliance policy. Please note that the full three months of bank statements were only received on Friday, after which your order request was re-escalated to the relevant team for final processing. We assure you that your order was prioritised, and you should have received an SMS confirmation that it has been completed. We understand how frustrating this delay has been and truly appreciate your patience and cooperation while we worked to resolve the matter.
Best regards,
Mukuru's reply27 Oct 2025, 08:47
Official
Good day Brandon, Thank you for bringing this matter to our attention. We sincerely apologise for the delay and any inconvenience caused. Upon reviewing your case, we can confirm that while we did receive documents from you earlier, they did not include the three months of bank statements required to complete the order verification process in accordance with our compliance policy. Please note that the full three months of bank statements were only received on Friday, after which your order request was re-escalated to the relevant team for final processing. We assure you that your order was prioritised, and you should have received an SMS confirmation that it has been completed. We understand how frustrating this delay has been and truly appreciate your patience and cooperation while we worked to resolve the matter.
Best regards,