Magugu K

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.