Mukuru
2.5|433 reviews
Responds in 12 hours 16 min
MK
Magugu K
1 reviews | Active since Member
05 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 (212)0
Replies (212)Mukuru's replyOfficial
05 Mar 2026, 14:45Good day, Nomagugu.
Thank you for contacting us. We are sorry to hear that the communication you received was unclear.
From time to time, certain transactions are automatically flagged for review based on international financial regulations. Please note that a compliance flag does not indicate an issue; it simply means that additional information is required to complete the release of funds. These checks are not unique to Mukuru and are required for all licensed financial service providers.
They help us verify:
This process protects all our customers—both senders and recipients—and ensures that we remain compliant with global Anti‑Money Laundering (AML) and Counter‑Terrorism Financing regulations.
We also sent you an SMS with all the required information and the steps needed to complete the compliance review. This was done to make sure you received the details as quickly as possible so the assessment could proceed without delay.
Kind regards.
Thank you for contacting us. We are sorry to hear that the communication you received was unclear.
From time to time, certain transactions are automatically flagged for review based on international financial regulations. Please note that a compliance flag does not indicate an issue; it simply means that additional information is required to complete the release of funds. These checks are not unique to Mukuru and are required for all licensed financial service providers.
They help us verify:
- The purpose of the transaction,
- The relationship between the sender and recipient, and
- The legitimacy of the funds being transferred.
This process protects all our customers—both senders and recipients—and ensures that we remain compliant with global Anti‑Money Laundering (AML) and Counter‑Terrorism Financing regulations.
We also sent you an SMS with all the required information and the steps needed to complete the compliance review. This was done to make sure you received the details as quickly as possible so the assessment could proceed without delay.
Kind regards.
Best regards,
Mukuru's reply05 Mar 2026, 14:45
Official
Good day, Nomagugu.
Thank you for contacting us. We are sorry to hear that the communication you received was unclear.
From time to time, certain transactions are automatically flagged for review based on international financial regulations. Please note that a compliance flag does not indicate an issue; it simply means that additional information is required to complete the release of funds. These checks are not unique to Mukuru and are required for all licensed financial service providers.
They help us verify:
This process protects all our customers—both senders and recipients—and ensures that we remain compliant with global Anti‑Money Laundering (AML) and Counter‑Terrorism Financing regulations.
We also sent you an SMS with all the required information and the steps needed to complete the compliance review. This was done to make sure you received the details as quickly as possible so the assessment could proceed without delay.
Kind regards.
Thank you for contacting us. We are sorry to hear that the communication you received was unclear.
From time to time, certain transactions are automatically flagged for review based on international financial regulations. Please note that a compliance flag does not indicate an issue; it simply means that additional information is required to complete the release of funds. These checks are not unique to Mukuru and are required for all licensed financial service providers.
They help us verify:
- The purpose of the transaction,
- The relationship between the sender and recipient, and
- The legitimacy of the funds being transferred.
This process protects all our customers—both senders and recipients—and ensures that we remain compliant with global Anti‑Money Laundering (AML) and Counter‑Terrorism Financing regulations.
We also sent you an SMS with all the required information and the steps needed to complete the compliance review. This was done to make sure you received the details as quickly as possible so the assessment could proceed without delay.
Kind regards.
Best regards,
MK
Magugu K's updateReviewer Update
05 Mar 2026, 16:15Thank you for your response. I must express my frustration. I was physically at the branch and yet was not informed of this compliance requirement at the time. I was left waiting indefinitely, which forced me to take action to follow up, only to learn that assistance would not be provided.
This approach feels less like a standard compliance procedure and more like a way to cover for staff inefficiency. Most institutions notify clients upfront about required documentation or procedures, rather than allowing them to waste time waiting without guidance.
I urge you to review your internal processes so that customers are informed immediately and fairly, rather than being left to chase answers.
This approach feels less like a standard compliance procedure and more like a way to cover for staff inefficiency. Most institutions notify clients upfront about required documentation or procedures, rather than allowing them to waste time waiting without guidance.
I urge you to review your internal processes so that customers are informed immediately and fairly, rather than being left to chase answers.
MK
Magugu K's update05 Mar 2026, 16:15
Reviewer Update
Thank you for your response. I must express my frustration. I was physically at the branch and yet was not informed of this compliance requirement at the time. I was left waiting indefinitely, which forced me to take action to follow up, only to learn that assistance would not be provided.
This approach feels less like a standard compliance procedure and more like a way to cover for staff inefficiency. Most institutions notify clients upfront about required documentation or procedures, rather than allowing them to waste time waiting without guidance.
I urge you to review your internal processes so that customers are informed immediately and fairly, rather than being left to chase answers.
This approach feels less like a standard compliance procedure and more like a way to cover for staff inefficiency. Most institutions notify clients upfront about required documentation or procedures, rather than allowing them to waste time waiting without guidance.
I urge you to review your internal processes so that customers are informed immediately and fairly, rather than being left to chase answers.
MK
Magugu K's updateReviewer Update
05 Mar 2026, 16:30I would like to clarify that I have already provided all required information:
- My ID as the recipient
- The sender’s ID
- The voucher
- The reason for the transfer
- Our relationship
MK
Magugu K's update05 Mar 2026, 16:30
Reviewer Update
I would like to clarify that I have already provided all required information:
- My ID as the recipient
- The sender’s ID
- The voucher
- The reason for the transfer
- Our relationship
Mukuru's replyOfficial
06 Mar 2026, 06:42Dear Nomagugu,
Thank you for contacting us, and we sincerely apologise for the frustration and inconvenience caused. We understand how stressful it is to experience a delay when the funds are urgently needed, especially given your current situation.
From time to time, certain transactions are automatically flagged for review in line with international financial regulations. Please note that a compliance flag does not indicate that there is an issue with the transaction; it simply means that additional information is required before the funds can be released. These checks are required for all licensed financial service providers and help verify the purpose of the transaction, the relationship between the sender and recipient, and the legitimacy of the funds.
We also sent you an SMS outlining the required information and the steps needed so the review could proceed as quickly as possible.
We acknowledge that you have already provided your ID, the sender’s ID, the voucher, the reason for the transfer, and confirmation of your relationship with the sender. The additional request for a bank statement forms part of standard due-diligence checks to verify the source of income and ensure compliance with Anti-Money Laundering regulations.
Kindly email the requested documents to aml@mukuru.com with the subject line: “ATT Sandy & your ID number.” Once received, the compliance team will proceed with the assessment.
We appreciate your patience and cooperation and apologise again for the inconvenience caused.
Kind regards,
Thank you for contacting us, and we sincerely apologise for the frustration and inconvenience caused. We understand how stressful it is to experience a delay when the funds are urgently needed, especially given your current situation.
From time to time, certain transactions are automatically flagged for review in line with international financial regulations. Please note that a compliance flag does not indicate that there is an issue with the transaction; it simply means that additional information is required before the funds can be released. These checks are required for all licensed financial service providers and help verify the purpose of the transaction, the relationship between the sender and recipient, and the legitimacy of the funds.
We also sent you an SMS outlining the required information and the steps needed so the review could proceed as quickly as possible.
We acknowledge that you have already provided your ID, the sender’s ID, the voucher, the reason for the transfer, and confirmation of your relationship with the sender. The additional request for a bank statement forms part of standard due-diligence checks to verify the source of income and ensure compliance with Anti-Money Laundering regulations.
Kindly email the requested documents to aml@mukuru.com with the subject line: “ATT Sandy & your ID number.” Once received, the compliance team will proceed with the assessment.
We appreciate your patience and cooperation and apologise again for the inconvenience caused.
Kind regards,
Best regards,
Mukuru's reply06 Mar 2026, 06:42
Official
Dear Nomagugu,
Thank you for contacting us, and we sincerely apologise for the frustration and inconvenience caused. We understand how stressful it is to experience a delay when the funds are urgently needed, especially given your current situation.
From time to time, certain transactions are automatically flagged for review in line with international financial regulations. Please note that a compliance flag does not indicate that there is an issue with the transaction; it simply means that additional information is required before the funds can be released. These checks are required for all licensed financial service providers and help verify the purpose of the transaction, the relationship between the sender and recipient, and the legitimacy of the funds.
We also sent you an SMS outlining the required information and the steps needed so the review could proceed as quickly as possible.
We acknowledge that you have already provided your ID, the sender’s ID, the voucher, the reason for the transfer, and confirmation of your relationship with the sender. The additional request for a bank statement forms part of standard due-diligence checks to verify the source of income and ensure compliance with Anti-Money Laundering regulations.
Kindly email the requested documents to aml@mukuru.com with the subject line: “ATT Sandy & your ID number.” Once received, the compliance team will proceed with the assessment.
We appreciate your patience and cooperation and apologise again for the inconvenience caused.
Kind regards,
Thank you for contacting us, and we sincerely apologise for the frustration and inconvenience caused. We understand how stressful it is to experience a delay when the funds are urgently needed, especially given your current situation.
From time to time, certain transactions are automatically flagged for review in line with international financial regulations. Please note that a compliance flag does not indicate that there is an issue with the transaction; it simply means that additional information is required before the funds can be released. These checks are required for all licensed financial service providers and help verify the purpose of the transaction, the relationship between the sender and recipient, and the legitimacy of the funds.
We also sent you an SMS outlining the required information and the steps needed so the review could proceed as quickly as possible.
We acknowledge that you have already provided your ID, the sender’s ID, the voucher, the reason for the transfer, and confirmation of your relationship with the sender. The additional request for a bank statement forms part of standard due-diligence checks to verify the source of income and ensure compliance with Anti-Money Laundering regulations.
Kindly email the requested documents to aml@mukuru.com with the subject line: “ATT Sandy & your ID number.” Once received, the compliance team will proceed with the assessment.
We appreciate your patience and cooperation and apologise again for the inconvenience caused.
Kind regards,
Best regards,