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Mukuru
Verified Business
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Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Mukuru delivers a sharply polarised customer experience. While a core group of named agents consistently earn high praise for exceptional, personalised service, the business is significantly undermined by chronic communication failures, unresolved billing disputes, and opaque compliance processes. Customers frequently describe feeling trapped, ignored, or financially disadvantaged when issues arise, particularly around card blocks, failed transactions, and refund delays.
Top Strengths:
- •Customer Service & Professional Guidance: Named agents like Bruce Msweli, Shepherd Munjari, and Lelethu are consistently praised as exceptional, patient, and proactive. Customers describe them going above and beyond to resolve complex issues with professionalism.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#8Ranked In Payments & Fintech
12h 16mReply Time
-4 NPSUnlikely
Replied to 87% of negative reviews
Reply time on negative reviews: 13 hours 35 min
TrustIndex
0
Ranking
#8
in Payments & Fintech
Avg Reply
12h 16m
NPS Score
-4
Recommended: Unlikely
Replied to 87% of negative reviews
Reply time on negative reviews: 13 hours 35 min
Review Distribution
3.1|87 Reviews
May '25 - Apr '26
5(45.8%)
4(7.2%)
3(1.2%)
2(1.2%)
1(44.6%)
5(45.8%)
4(7.2%)
3(1.2%)
2(1.2%)
1(44.6%)
Recent reviews (87)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceD
David
1 reviews | Active since Jan 2020
10 Mar 2026, 07:45
I had a query on cha...
I had a query on charges which were being made to the recipient and Lelethu managed to take me through on what had transpired and even giving feedback after she made the investigation on what was happening and i believe all of this is because of the new monetary policy which now is in use in Zimbabwe
Helpful (0)
|Replies (0)D
David
1 reviews | Active since Jan 2020
10 Mar 2026, 07:45
I had a query on cha...
I had a query on charges which were being made to the recipient and Lelethu managed to take me through on what had transpired and even giving feedback after she made the investigation on what was happening and i believe all of this is because of the new monetary policy which now is in use in Zimbabwe
0
Replies (0)MK
Magugu K
1 reviews | Active since Jan 2020
5 Mar 2026, 11:57
Poor service
Very disappointed with the service I received from Mukuru today. I have collected money through Mukuru more than three times before without any issues. However, today when I went to collect my transfer, I was informed that my voucher had been flagged for compliance and that both the sender’s ID and my ID as the registered recipient were required. What was extremely frustrating is that I was told there is no time frame for the compliance process. This meant I could not access funds that are urgently needed, especially as we currently have a patient in hospital. The matter was handled by the compliance department through Zimkitha and Tinashe, but the assistance provided was very poor. There was no clear explanation of the process and no timeline given. What is even more concerning is that customers have no direct way of contacting the compliance department. The only way to communicate with them is through branch staff who use Microsoft Teams, which leaves the client with no direct channel to follow up or get clarity. WorldRemit has already confirmed that the funds were successfully released on their side, yet the delay occurred with Mukuru. Clients deserve competent assistance, transparency, and clear communication when compliance processes affect access to their funds. I request that this matter be resolved urgently. If this issue is not addressed promptly, I will have no choice but to escalate the matter to the relevant consumer protection authorities.
Helpful (0)
|Replies (0)MK
Magugu K
1 reviews | Active since Jan 2020
5 Mar 2026, 11:57
Poor service
Very disappointed with the service I received from Mukuru today. I have collected money through Mukuru more than three times before without any issues. However, today when I went to collect my transfer, I was informed that my voucher had been flagged for compliance and that both the sender’s ID and my ID as the registered recipient were required. What was extremely frustrating is that I was told there is no time frame for the compliance process. This meant I could not access funds that are urgently needed, especially as we currently have a patient in hospital. The matter was handled by the compliance department through Zimkitha and Tinashe, but the assistance provided was very poor. There was no clear explanation of the process and no timeline given. What is even more concerning is that customers have no direct way of contacting the compliance department. The only way to communicate with them is through branch staff who use Microsoft Teams, which leaves the client with no direct channel to follow up or get clarity. WorldRemit has already confirmed that the funds were successfully released on their side, yet the delay occurred with Mukuru. Clients deserve competent assistance, transparency, and clear communication when compliance processes affect access to their funds. I request that this matter be resolved urgently. If this issue is not addressed promptly, I will have no choice but to escalate the matter to the relevant consumer protection authorities.
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Replies (0)K
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Showlast
1 reviews | Active since Jan 2020
13 Feb 2026, 07:23
I logged a complain about my blocked card and last transactions missing, then this early morning I received a call from Bruce Msweli and he assisted me with such professionalism, kindness, understanding and most of all speed of service, thank you so much
I logged a complain about my blocked card and last transactions missing, then this early morning I received a call from Bruce Msweli and he assisted me with such professionalism, kindness, understanding and most of all speed of service, thank you so much Bruce. Mukuru support needs more people like you,Showlast appreciates you
Helpful (0)
|Replies (0)S
Showlast
1 reviews | Active since Jan 2020
13 Feb 2026, 07:23
I logged a complain about my blocked card and last transactions missing, then this early morning I received a call from Bruce Msweli and he assisted me with such professionalism, kindness, understanding and most of all speed of service, thank you so much
I logged a complain about my blocked card and last transactions missing, then this early morning I received a call from Bruce Msweli and he assisted me with such professionalism, kindness, understanding and most of all speed of service, thank you so much Bruce. Mukuru support needs more people like you,Showlast appreciates you
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