*****ulent

On January 11, 2025, I noticed R686.47 leaving my account. I immediately called to cancel my card, and the agent who assisted me completed the cancellation procedure. However, during the process, I realized that unauthorized transactions had been occurring since January 9, even though I had my card with me the entire time. I then opened a ***** case.

Monday , I received a call from your ***** Department, who advised me to contact Uber for a refund. He also warned me not to use my Mukuru card online in the future, as online transactions are not secure. Instead, he suggested that I get a new card and reopen my account.

I followed his advice and contacted Uber directly. However, Uber informed me that a refund was impossible because the *****ulent transactions were made from another Uber account, not mine. Uber confirmed that this was a case of ***** on my card.

When I returned to your team for further assistance, I discovered that the agent had closed my ***** case without resolving the issue. When he called me back, he had no answers and simply repeated that he was “just a ***** guy”. as if that excused the lack of action. He also seemed surprised that I had contacted Uber myself and insisted that I should continue dealing with them.

I then contacted Uber online, and they provided the same response as their direct agents. I sent all this information to your team and spoke with one of your agents, who assured me that she had submitted everything and that I would receive a response.

However, it has now been one month since the incident and three weeks with no feedback from the Mukuru team.

Unanswered Questions *What security measures does Mukuru have in place to protect customers’ money? *Your system does not send text notifications for outgoing transactions, yet if a card is lost, the customer is held responsible for any *****ulent withdrawals before blocking the card. Why does your system selectively send SMS updates? *Your agent claimed that if a customer uses WhatsApp for transactions, all updates go there, while *130*567# users receive SMS updates. *However, during the *****ulent transactions on January 9, I received an SMS notification for an incoming deposit, yet no notifications for the *****ulent withdrawals. *Does this mean that if a customer does not have mobile data, their money is at risk because they won’t receive WhatsApp notifications? 3. Why is Mukuru advertising online purchases if the card is unsafe? *your agent specifically advised me not to use the Mukuru card online because it’s not safe. *If this is true, why does Mukuru advertise on Facebook saying, “Now you can use the Mukuru card to buy online”, without a warning about the risks? 4. Does Mukuru have a ***** prevention system in place? *When I reported the *****, Innocent did not even suggest an investigation. Instead, he simply told me to claim the money from Uber. *How can Mukuru refuse to investigate when the *****ulent transactions happened in East London, while I was in Johannesburg? 5. Why was my ***** case closed without resolution? *Instead of helping me, Innocent dismissed my case and shifted responsibility to Uber. *Is Mukuru part of the *****, considering that no proper investigation was conducted? 6. How does Mukuru expect customers without data to access transaction updates? *A few hours ago, I generated a Wicode using *130*567#, but the response was sent to WhatsApp instead of SMS. *Not everyone can afford data at all times. What happens when customers run out of data and can’t receive transaction updates?

This situation raises serious concerns about Mukuru’s security, ***** prevention policies, and customer service.