1 reviews | Active since Jul 2016
Worst ever customer service
I put in a request to send money via EFT and it was the second time sending this way. This was on Sunday at 16:15 and up until now the recipient still hasn't recieved the funds and yet my bank balance shows the money has been taken out of my account. I contacted their customer service after requesting call backs but no one bothered to call me back. I even contacted them via whatsapp and was advised because it's over the weekend, it takes time for the funds to clear. Yesterday, seeing it was Monday, I gave them the benefit of the doubt and waited till it was afternoon but still the money hasn't gone through and it still says awaiting payment. I requested call backs again, looks like I'll be waiting till chickens grow teeth. I called again this morning and was on hold for a while and finally an agent ref Joe...if that's even his real name answered. I explained I don't have enough cr on my mobile as I was on hold for a while and asked if he could call me back. This was at 09:02 this morning. Let's just say, I'm still waiting on his excellency to call me back. This is is the worst ever service and don't think moving forward I would use or recommend them.
Thank you for taking the time to provide us with feedback. Thank you for taking my call earlier and allowing me to explain that EFT payments takes 2 to 3 days to reflect based on the following.
- Processing Times: EFT transfers typically involve multiple parties, including your bank, the recipient's bank, and potentially intermediary banks. Each institution may have its own processing times for handling transactions.
- Weekends and Holidays: Banks often do not process transactions on weekends or holidays, which can delay the transfer if initiated during these times.
We have confirmed receipt of your proof of payment and escalated it to our payments department. We did explain that the payment reference to use is only the order number and not to add the recipient name as that impacted the order payment processing. Our payments department has manually allocated the payment for you and the respective order was successfully paid to the recipient.
Your feedback regarding the poor customer care service is concerning and deserves attention from our management team. I have subsequently escalated the matter to their respective line managers to address this matter. Thank you for understanding and should you have any further comments, suggestions, or if there's anything specific you'd like us to know, please feel free to reach out to us on ***. Once again, thank you for choosing Mukuru.
Thank you for taking the time to provide us with feedback. Thank you for taking my call earlier and allowing me to explain that EFT payments takes 2 to 3 days to reflect based on the following.
- Processing Times: EFT transfers typically involve multiple parties, including your bank, the recipient's bank, and potentially intermediary banks. Each institution may have its own processing times for handling transactions.
- Weekends and Holidays: Banks often do not process transactions on weekends or holidays, which can delay the transfer if initiated during these times.
We have confirmed receipt of your proof of payment and escalated it to our payments department. We did explain that the payment reference to use is only the order number and not to add the recipient name as that impacted the order payment processing. Our payments department has manually allocated the payment for you and the respective order was successfully paid to the recipient.
Your feedback regarding the poor customer care service is concerning and deserves attention from our management team. I have subsequently escalated the matter to their respective line managers to address this matter. Thank you for understanding and should you have any further comments, suggestions, or if there's anything specific you'd like us to know, please feel free to reach out to us on ***. Once again, thank you for choosing Mukuru.