MH
Marina H
1 reviews | Active since Sept 2016
03 Sept 2026, 15:45
Please can a decisionmaker assist urgently - Event is in 2 days time!
In 2019, when I first opened an account, the service was fantastic and seemless. In 2026, that's not the case. It has already taken a month to get a Yoco activated, with one stumbling block after another. I have an event on Saturday (in 2 days time) with no Yoco and am no further with the resolution of the problem. The staff members do not have the correct delegation of authority to assist, and there is no escalation process that the end user can use. Under these circumstances, the staff members are unable to assist with a very specific situation (which we could have avoided if the issue had been detected by the activation team much earlier). This review is an appeal for a decision maker with the appropriate level of authority to please call me urgently. Vincent (with whom I spoke earlier) has my details. Yoco no longer resembles the company that Mr Khatlego Maphai built!
Helpful (0)
Replies (3)0
Replies (3)MH
Marina H's updateReviewer Update
03 Sept 2026, 16:06Now 16:02 and on the line to Support, and they tell me that my profile has been escalated and I will receive feedback by the end of today! Please, Yoco, I do not wish to wait another day to only find out there is another hurdle to jump over. Why is it so difficult to understand the urgency of the situation? I am trying to be your customer and give you business...
MH
Marina H's update03 Sept 2026, 16:06
Reviewer Update
Now 16:02 and on the line to Support, and they tell me that my profile has been escalated and I will receive feedback by the end of today! Please, Yoco, I do not wish to wait another day to only find out there is another hurdle to jump over. Why is it so difficult to understand the urgency of the situation? I am trying to be your customer and give you business...
Yoco's replyOfficial
04 Sept 2026, 09:24Hi Marina, thank you for your patience. We're working on your case and we'll continue to keep you updated. We'll reach out shortly with an update. Thank you for being with us.
Yoco's reply04 Sept 2026, 09:24
Official
Hi Marina, thank you for your patience. We're working on your case and we'll continue to keep you updated. We'll reach out shortly with an update. Thank you for being with us.
MH
Marina H's updateReviewer Update
07 Sept 2026, 21:04Shortly after Yoco posted this reply, their Complaints Manager reached out to me and took over the query. He worked with me, systematically, to get to a resolution that solved the problem. It was a Master Class in customer service; he was exceedingly professional, took the time to understand the problem, escalated the matter to the appropriate department, set my expectations regarding what would and would not be possible to achieve, while still trying to explore alternative solutions. He stayed on the case until it was resolved. The final result was that the profile was successfully activated, and I was able to use the Yoco App at our event successfully. The morning of the event, we had a minor glitch, and I had to consult the call centre for support. Again, the chap who took the call was very polite, helpful, and resolved the matter professionally and speedily. These 2 interactions have done much to restore my confidence in Yoco's ability to support their product and provide good customer service. Thank you, Waseem, for everything you did to ensure a positive outcome for both parties. Much appreciated.
MH
Marina H's update07 Sept 2026, 21:04
Reviewer Update
Shortly after Yoco posted this reply, their Complaints Manager reached out to me and took over the query. He worked with me, systematically, to get to a resolution that solved the problem. It was a Master Class in customer service; he was exceedingly professional, took the time to understand the problem, escalated the matter to the appropriate department, set my expectations regarding what would and would not be possible to achieve, while still trying to explore alternative solutions. He stayed on the case until it was resolved. The final result was that the profile was successfully activated, and I was able to use the Yoco App at our event successfully. The morning of the event, we had a minor glitch, and I had to consult the call centre for support. Again, the chap who took the call was very polite, helpful, and resolved the matter professionally and speedily. These 2 interactions have done much to restore my confidence in Yoco's ability to support their product and provide good customer service. Thank you, Waseem, for everything you did to ensure a positive outcome for both parties. Much appreciated.