Mukuru employees seems confused and incompetent, very poor service. To be specific the Agent by the Name DINEO LESIA. She works in the documents verification department. After receiving mon... Voir plus
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Lisez les avis des autres
0 Stars, Mukuru is inefficient. I wish I had known earlier that it would be a hustle to collect the money. Went to different PEP stores, drove to Randburg only to see their branding everywhere but no... Voir plus
L'entreprise a répondu
Sent money online to SA from UK. my funds were never reflected though they left my account .When I tried to raise concerns I was told that I should have used a debit card instead of bank transfer.On m... Voir plus
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Absolutely thrashy service Some of your attendants at Tichagarika Shopping Centre, Glen View, Harare where plainly very rude, and outright disrespectfull. Definitely looked uninterested a... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
Mukuru helps you move money around Africa. Whether you are sending cash for instant collection or topping up a bank account or mobile wallet it has never been easier. We use the latest mobile and web-based technologies to give you the best experience possible. But that’s just half the story. To really understand us, you need to know the “why” behind all we do. In the UK and the EU we operate through Remitix Limited, licence number FCA #576623.
Coordonnées de contact
The Counting House, Church Farm Business Park, Corston, BA2 9AP, Bath, Royaume-Uni
- 02071830052
- online@mukuru.com
- mukuru.com
1,2
Mauvais
231 avis
A répondu à 88 % de ses avis négatifs
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Horrible service encounter with Mukuru
Mukuru employees seems confused and incompetent, very poor service. To be specific the Agent by the Name DINEO LESIA. She works in the documents verification department.
After receiving money from UK, i realised had forgotten my 4 pin digit to generate Y Code. I was advised to send a clear self photo holding my passport. I then went to Mukuru office -Rosettenvile and they took the photo and advised me to expect a call within 24 hours and get assisted with resetting the 4 digit pin. To my disappointment no call was made. Ref 9605758#.
I then call Mukuru several times to get assisted, i spend more than R200 on calls but till now the matter is not resolved. I was then told that take another selfie with passport and send to verification department, i did and received repeated automated response requesting same documents i sent via email and also submitted to them by their office! What a frustration .
Am just wondering if this organisation really understands own processes.
What a horrible experience, will never recommend anyone to utilise Mukuru services
6 avril 2026
Avis spontané
DO NOT USE MUKURU
DO NOT USE MUKURU IF YOUR MONEY IS URGENT. YES, THEIR RATES ARE VERY FAVOURABLE, BUT THE MONEY TAKES "UP TO 3 DAYS" TO GET TO THE RECEPIENT. AVOID MUKURU. YOU HAVE BEEN WARNED.
14 mars 2026
Avis spontané
Sent money online to SA from UK
Sent money online to SA from UK. my funds were never reflected though they left my account .When I tried to raise concerns I was told that I should have used a debit card instead of bank transfer.On my 7th attempt to raise concerns a week after "no payment "on the Mukuru app.I was very patronizingly given a lesson in bank transfers by someone called Chris who refused to share his surname .Almost 2 weeks later and no sign of my money........
8 janvier 2026
Avis spontané
Réponse : Mukuru
Hi Gudrun
Thank you for taking the time to share your experience. We sincerely apologise for the frustration and inconvenience caused by the delay in your funds reflecting, as well as for the manner in which your concerns were handled.
We can confirm that the refund has since been successfully processed and paid. While we are pleased that the funds have been returned, we acknowledge that the overall experience fell short of the service standards Mukuru is committed to providing.
Your feedback regarding the interaction with our consultant has been taken seriously, and the matter has been formally addressed internally to ensure that all customer engagements remain respectful, professional, and supportive.
We would also like to thank you for being a loyal Mukuru customer. Your continued support is valued, and we appreciate you bringing this matter to our attention as it helps us improve our services.
Thank you for your patience, and please do not hesitate to reach out should you require any further assistance.
Received a confirmation message about…
Received a confirmation message about my bank to be topped up in a few moments, only to spend the whole day with no funds received. When queried, realised that the system has been offline for 2 weeks, makes me wonder why allow the transactions to be processed if you know your system is offline. It causes great inconvenience, I dont even have an alternative now and have a bill due today. I do understand about the system being offline, but why still allow people to transact when you know you are going to hold their monies.
13 janvier 2026
Avis spontané
Réponse : Mukuru
Dear Donald,
We sincerely apologise for the inconvenience and frustration caused by the delay in your recent transaction, particularly given the urgency of your funds.
The issue experienced was intermittent, which resulted in some transactions being delayed. We acknowledge your feedback and recognise the importance of clear communication during such technical disruptions.
We would like to reassure you that the issue has now been resolved and our systems are fully operational. Transactions are currently being processed as normal, and our teams are actively working to further strengthen system stability and improve customer communication to prevent similar occurrences.
We appreciate your patience and understanding. Should you require any further assistance, please do not hesitate to contact us.
You guys you make it difficult for…
You guys you make it difficult for recipients to access cash in their wallets even if you can positively identify them beyond reasonable doubt that she /he is the correct recipient .I send my daughter cash on her number ,only to realize that she lost the line later after I had sent and the money went into her wallet, so what's the point of refusing access to cash when she can produce her ID?I think you need to conform to new world standards promoted by lastest technology to avoid these kinds of inconveniences, you have been in business quite long yet you still have a lot of inconveniences.
12 novembre 2025
Avis spontané
Réponse : Mukuru
Hi Fidza
Thank you for your feedback. We’re sorry for the inconvenience you and your daughter experienced. We completely understand how frustrating it is when funds cannot be accessed immediately.
To protect customers from fraud, funds can only be accessed through the verified wallet number or banking details linked to the account. Because of this, we always encourage senders to confirm the correct details before sending.
However, please note that Mukuru also offers secure cash collection points where recipients can collect funds using their valid ID for authentication — especially helpful if the registered number is lost or no longer in use.
We would be happy to assist your daughter so she can access her money securely. Please contact us with her full details and order number at:📩 support@mukuru.com or WhatsApp +2786001 8555
We appreciate your loyalty and your suggestions — they help us improve our services for all customers.
They take too long to process bank transactions
Just had to give it 1 star because you can shop online with the card BUT , yooh your services are really bad . I trade forex and when i withdraw , the amount usually lands AFTER 3 DAYS . and also your charges are just way too much bruh !!! 😒
My friends use other local banks and their withdrawals are processed and completed within 1 hour maximum . I really believe ya'll can do better !!!
20 novembre 2025
Avis spontané
Réponse : Mukuru
Hi Bernard,
Thank you for your feedback. We’re really sorry about the delays you’ve experienced, we understand how frustrating this can be.
Please note that the Mukuru Card is a wallet and not a traditional bank account, so processing times can vary depending on how the sending institution releases the funds. Still, a 3-day wait is not ideal, and we’re working with our partners to improve this.
We’ve also noted your concerns about fees, and your feedback helps us identify where we can do better.
Thank you for raising this, we’re committed to improving your experience. If you need further help, please reach out on 0860 018 555 or support@mukuru.com
Incompetent organisation
Incompetent organisation! Stupid idiots
Put me on a watch list for £60 transaction thats taken 3 days to sort !
ACCOUNT CLOSED AND WILL NEVER USE THEM AGAIN !
13 octobre 2025
Avis spontané
Réponse : Mukuru
Hi Ascott,
We’re truly sorry to hear about your experience and the frustration this has caused.
To help us investigate your issue you experienced, kindly email your order details and contact information to qa@mukuru.com
I write this with a heavy heart as I…
I write this with a heavy heart as I have been a Mukuru client. I was expecting $1000 which was sent from N. Richards in Bindura. This money did not reflect in my UK account. The sender has since cancelled the transaction but still has not received a refund. What kind of scam is Mukuru running. I have since emailed your complaints email. You have operations in the United Kingdom. You should be reported to the ombudsman as you are playing with people’s livelihoods. Are you FCA registered because what you are doing is totally unacceptable. Refund the money that you have taken.
1 octobre 2025
Avis spontané
Réponse : Mukuru
Hi Ndebele,
We are truly sorry to read about your experience and the distress this has caused you. Please allow us to assure you that Mukuru is a licensed and FCA-registered financial services provider, and we take customer concerns extremely seriously.
We understand how important it is for funds to be received or refunded without delay. Since you mentioned that the sender has cancelled the transaction, our team will need to trace the payment and confirm the refund process. To properly investigate, we kindly require your contact details and the order number. Please share these with us via our complaints email qa@mukuru.com so that we can urgently resolve this matter for you.
We value the trust you place in Mukuru and are committed to resolving this as quickly as possible.
Poor service Mukuru sies
Poor service Mukuru sies , l got paid on Saturday still not reflecting in my account , l need to pay rent , transport to work , lm also in medication l need to buy medication , you are putting peoples lives on danger , honestly lm mad right now nxiii
30 septembre 2025
Avis spontané
Réponse : Mukuru
Hi Emmah,
Thank you for reaching out, and we are sorry to hear about your experience.
Please note that any payments made after 3:00 PM on a Friday, over a weekend, or on public holidays will be delayed due to banking trading times and transfer processes.
We appreciate you taking our call to discuss this matter and encourage you to keep these factors in mind when expecting funds in the future.
Should you have any questions, please feel free to contact us at qa@mukuru.com.
We sent $1000 for urgent medical need…
We sent $1000 for urgent medical need and mukuru is still holding the money
I don't know why they do this putting people lives in danger of dying
If you going to have a service deliver on it please this is not your money
10 septembre 2025
Avis spontané
Réponse : Mukuru
Hi Mrs Khumalo,
We are truly sorry to hear about your experience and fully understand the urgency of your situation. Please know that we take such matters very seriously, especially when they involve medical emergencies.
After reviewing your transaction, we identified that the payment was made using a business account rather than a personal account. For security and compliance reasons, our system automatically flags and prevents transactions from business accounts, as outlined in our Terms and Conditions. This measure is in place to protect our customers and ensure regulatory compliance.
We have requested that you kindly provide us with the account details where the payment was made so that we can expedite the refund you requested. We hope this clarifies the matter and want to assure you that if a personal account had been used, the transaction would have been processed promptly and successfully.
stop stealing people money from the accountplease return back my husband's money…
please return back my husband's money its been 3 months now and you keep saying its in suspence acc plz return it and stop scamming people
1 juin 2025
Avis spontané
Réponse : Mukuru
Hi Every
We're truly sorry to hear about the challenges your husband has faced — this is not the experience we want any of our customers to go through. To urgently look into this matter and assist you further, we kindly ask that you provide us with the following information:
Your husband’s full name
The cellphone number linked to his Mukuru account
Any relevant reference numbers or dates of interaction
You can send these details to qa@mukuru.com please and we’ll reach out directly.
Duplicate Monthly active card fee
I just had my first transaction with Mukuru. First time card use, and they charged me the "monthly active card fee" 3 times
Here is the breakdown
Card initiation fee R70
Monthly active card fee R17.29
Monthly active card fee R27.00
Monthly active card fee R27.00
But why?
17 juillet 2025
Avis spontané
Réponse : Mukuru
Hi Esther,
Thank you for bringing this to our attention. We understand your concern regarding the multiple Monthly Active Card Fees, and we sincerely apologise for any confusion or frustration this may have caused.
To explain:
The Monthly Active Card Fee is a standard charge for maintaining your Mukuru Card and its associated services. In some cases, multiple fees may be deducted at once if:
There was a previously active Mukuru Card linked to your profile with unpaid monthly fees, and
The system automatically recovered these outstanding charges once sufficient funds were available.
To protect our customers from building up high arrears, cards are automatically blocked after three months of non-payment. However, any outstanding monthly service fees remain payable and may be collected once the account becomes active again — even if a new card is issued.
To ensure there are no anomalies or errors in your account activity, we kindly ask that you provide us with your Mukuru-registered phone number. This will allow our team to investigate your profile in detail and escalate the matter if necessary.
You may reach out to our support team directly via email on qa@mukuru.com.
Guve thus company a miss!
Registerd with this company this morning.
Sent £50 with them expecting it to arrive in minutes.
6hrs later it is still processing and my freind is waiting.
Disgusting service.wish i had looked at the reviews before using them
9 juillet 2025
Avis spontané
Réponse : Mukuru
Hi Burgum
Thank you for your feedback, and we sincerely apologize for the delay and frustration you’ve experienced.
At Mukuru, we understand how important it is for funds to reach your loved ones quickly—especially during urgent times. We're truly sorry that your first transaction did not meet your expectations.
Please note that, in some cases, our system requires additional verification in line with international anti-money laundering regulations. This is a standard legal requirement, while it may have delayed your transfer, it is essential to ensure your money is secure and that we comply with regulatory obligations.
We have successfully refunded your order as per your request, and we sincerely apologize for the inconvenience caused.
We appreciate your understanding and hope to have the opportunity to restore your confidence in our service. Should you need any further assistance, please don’t hesitate to contact us at qa@mukuru.com.
I trusted Mukuru with my card
I trusted Mukuru with my card, but I’m deeply disappointed in how they’ve handled my case.
In January 2025, my Mukuru card was used fraudulently on Uber Eats without my consent. I didn’t even receive an SMS notification for the transaction. I reported it immediately, and I was told the investigation would be completed in 52 days.
Since then, I’ve been the one constantly following up. In February, they said they were just starting the investigation. In May, they told me there was a backlog. It’s now July, and I have received no refund, no final update, and no apology.
It’s been 6 months of silence, delay, and negligence from Mukuru. I have all my records, and it’s clear I’ve been more than patient.
Please resolve this urgently or I’ll be forced to escalate to the National Consumer Commission and Banking Ombudsman. I just want this resolved fairly and respectfully.
11 janvier 2025
Avis spontané
Réponse : Mukuru
Hi Takunda
Thank you for bringing this to our attention. We sincerely apologise for the distress and frustration you’ve experienced, and we truly appreciate your patience over the past few months.
We fully understand the seriousness of your concerns, especially when it involves fraudulent activity on your Mukuru Card. You placed your trust in us, and it’s deeply regrettable that you’ve had to endure such delays and silence during what should have been a prompt and supportive process.
We want to reassure you that your case has remained active and under investigation. Unfortunately, the delay has largely been due to a lack of cooperation from the third party involved who has not responded to our official investigation requests. While we continue to follow all necessary protocols to obtain the required information, we also recognise that the responsibility for clear and timely communication to you rests with us, and we have fallen short in that regard.
We’ve now escalated your case internally and assigned it to senior management within our Fraud and Customer Support teams. You will be contacted directly with an update and resolution path. Your trust is extremely important to us, and we are committed to ensuring this is resolved fairly and respectfully.
Mukuru needs to be reported
Mukuru needs to be reported, money was deducted in my account and they claim it was technical issues. Why has it not been resolved? They posted on their platform that everything has been sorted but a lot of people including me haven't received their money yet. Why are they not addressing this issue.
19 juin 2025
Avis spontané
Réponse : Mukuru
Hi Nelia,
Thank you for bringing this matter to our attention.
We sincerely regret the inconvenience you’ve experienced and fully understand how frustrating the situation must have been. Upon checking, we can confirm that the issue with your card has been resolved.
We truly appreciate your patience throughout this process and once again, we apologise for the inconvenience caused.
STAY AWAY FROM MUKURU IF YOU DON'T WANT HEADACHES
There was an unauthorized deduction on my Mukuru card during the night while I was asleep. The next morning I called them and they only managed to block the card and promised to investigate. It's been more than 3 weeks and still no help. Each time I call I'm told my issue will be escalated to the ***** Department. Card still blocked and still not having my money back. My simple advice is STAY AWAY FROM THIS COMPANY CALLED MUKURU
28 avril 2025
Avis spontané
Réponse : Mukuru
Hi Vincent,
Thank you for bringing this matter to our attention. We sincerely regret the inconvenience you’ve experienced and fully understand how frustrating this situation must be.
Please note that investigations of this nature may take longer than usual. They involve a thorough review of transaction logs, internal system records, and, in this case, coordination with a third party—Uber. This process ensures compliance with financial regulations and helps us reach an accurate and fair resolution.
As a precautionary measure to protect your funds, we have blocked your card since your card information was compromised.
We can confirm that our Wallet Fraud team assured that your case remains a priority. It has been escalated to the relevant department, and we are actively following up to ensure it is resolved as swiftly as possible.
We truly appologise and appreciate your patience and understanding. Should you have any further questions or require assistance, please don’t hesitate to contact us on qa@mukuru.com
I wish there was a zero rating
I wish there was a zero rating. I am a long time customer. Last week I sent money to my sis. They said it was pending review but they never tell you why or that they need any action from you. I called them they said to send my sister's passport which I did. They refused this saying they dont want a scanned or photocopied passport. They want an original. Now if am in UK sending money to Malawi, how can I have the original passport of the recipient? And they dont want a physical copy of the passport so how else can I send them an original passport. I have sent money several times over the years without this faff. Why cant they just get the details of the recipient from me then verify with her when she collects? Why would I send money to someone I do not know? I see that they get a lot of complaints here and just give the standard response of we do our best blah blah blah but nothing improves. If things were improving there would be some positive reviews. Also I do not thing their London number is actually based on London. I will report Mukuru to the Financial Conduct Authority (FCA) and the National Crimes Agency. If they are above board then fine. If they are being shady then FCA or NCA can escalate the matter. Fed up!
15 avril 2025
Avis spontané
Réponse : Mukuru
Hi Mags
Thank you for your feedback, and we’re truly sorry for the frustration you’ve experienced.
As a regulated financial service provider, we’re required to verify certain documents to meet legal and compliance obligations. We understand the confusion around the request for an “original passport” — to clarify, we only require a clear photo of the physical passport, not a scan or photocopy.
We sincerely apologise for the delay and any miscommunication. Kindly share your full name, registered contact number, and order number, so we can urgently review and resolve your case. You may contact us on qa@mukuru.com.
Mukuru account is just a waste of time…
Mukuru account is just a waste of time actually it’s rubbish please don’t use mukuru from South Africa I can write a book of how I feel about this rubbish banking system it’s shit
9 avril 2025
Avis spontané
Réponse : Mukuru
Hi Precious
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience and understand how frustrating it can be when things don’t go as expected. Please know that it is never our intention for any customer to feel this way.
We’d really appreciate the opportunity to investigate and assist you further. Kindly provide us with your registered contact number so we can look into your concerns and work towards a resolution.
Your feedback is important to us, and we remain committed to addressing and resolving your complaint.
They sent my recipient sensitive…
They sent my recipient's sensitive information to a total stranger then they blame her of doing fraud when they are at fault. I wouldn't recommend using them if you have any other options
8 avril 2025
Avis spontané
Réponse : Mukuru
Hi Dutch
We’re truly sorry to hear about your experience and fully understand how concerning this situation must be. At Mukuru, we take the protection of our customers’ data very seriously, and what you’ve described falls far short of the standard of service we aim to provide.
We would like to urgently investigate this matter to ensure it’s resolved swiftly and appropriately. Could you please share your full name, registered contact number, and the relevant order details? Your feedback is very important to us, and we’re committed to addressing this issue with the urgency it deserves.
Very low exchange rate and very high…
Very low exchange rate and very high transfer fees compared to other service providers.
5 avril 2025
Avis spontané
Réponse : Mukuru
Hi Bezel
Thank you for your feedback.
We’re sorry to hear you're unhappy with our rates and fees. Please note that these are influenced by factors such as operational costs and currency availability, which can vary by region and market conditions.
We continuously strive to keep our service competitive, secure, and reliable. If you’d like us to look into your experience, feel free to contact us at qa@mukuru.com.
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