Hundreds of residents in Masvingo were left stranded and frustrated on Monday after Mukuru, Zimbabwe’s leading international money transfer service, temporarily ran out of cash, preventing recipients from accessing much-needed diaspora remittances.
The disruption affected individuals who had traveled from various surrounding areas, including Morgenster and Zimuto, hoping to collect funds sent by relatives abroad. Many of these recipients rely heavily on remittances for daily expenses, and some found themselves without bus fare or money for food after being turned away. The inconvenience sparked widespread frustration among affected customers, highlighting the critical role that reliable remittance services play in the daily lives of Zimbabweans.
Maria Zimuto, a resident of Zimuto, voiced her dissatisfaction, criticizing what she described as poor management on Mukuru’s part. “This is a case of poor management. Whatever excuse they may have, they should have resorted to technology rather than wasting our precious time coming here only to be turned away,” she said. Her remarks echoed the sentiments of many, particularly those who had made long and costly trips to Mukuru outlets, only to find no cash available.
Another customer, Tilda, who had intended to withdraw funds sent by a client to purchase construction materials, described the situation as “shocking and disappointing.” She questioned how a company of Mukuru’s size and reputation could run out of cash. “They should have at least notified customers beforehand, just as they do for fund transfers,” Tilda said. Her statement reflected a common frustration: that communication and planning could have mitigated the inconvenience experienced by recipients.
The problem, Mukuru explained in a later statement, was due to a “temporary logistical issue affecting CIT cash disbursements” in Masvingo. According to the company, the disruption lasted approximately two hours, and normal services resumed later in the day. “We apologize for the inconvenience caused to our customers. This was an unforeseen circumstance, and we are taking all necessary steps to ensure it does not happen again,” the statement read.
Mukuru Experiences Temporary Cash Shortage
At Mukuru’s main outlet at N. Richards Hardware in Masvingo, service resumed in the evening, with staff working extended hours to accommodate waiting customers. Some clients were attended to until around 8pm, highlighting the company’s efforts to resolve the backlog and provide service to all affected individuals.
Observers noted that while the disruption was relatively brief, it underscored vulnerabilities in cash-based remittance systems, particularly in provincial towns where demand can surge unexpectedly. Many Zimbabweans rely on remittances as a lifeline, covering essential expenses such as school fees, groceries, medical bills, and small business needs. Any interruption in access to these funds can have immediate and serious consequences for households already operating on tight budgets.
The Masvingo incident also sparked broader discussions on the role of technology in financial services. Several recipients argued that digital solutions, such as mobile wallet transfers or online cash pickup notifications, could help prevent such inconveniences in the future. “If Mukuru had automated alerts or an online reservation system, we wouldn’t have wasted time and money traveling for nothing,” said another affected customer.
For local businesses and entrepreneurs, reliable access to remittances is equally critical. Tilda’s frustration highlighted a common scenario: clients sending money for urgent business needs, only for delays to disrupt project timelines or financial planning. In Masvingo, where small-scale construction, retail, and farming are key income sources, any disruption in cash flow can ripple through the local economy.
Mukuru, which has positioned itself as Zimbabwe’s largest international money transfer agent, has faced occasional logistical challenges in the past, but it remains a vital service for many families. The company’s quick response to resume cash disbursements and its public acknowledgment of the issue may help restore some trust, though customers have made it clear that more proactive communication is needed.
In conclusion, Monday’s temporary cash shortage in Masvingo illustrates both the dependence of Zimbabweans on diaspora remittances and the importance of efficient service delivery by transfer companies. While the disruption lasted only a few hours, its impact on recipients—many of whom rely on these funds for essential needs—was significant. Mukuru’s efforts to resolve the issue and extend service hours were welcomed, but the episode serves as a reminder of the need for better planning, communication, and technological integration to prevent similar incidents in the future.
Source- Bulawayo24
