HelloPaisa Opiniões 36

Resposta da HelloPaisa

8/07/2025

Hi Jay,

We're truly sorry to hear about your experience and the frustration this has caused you. Please know that HelloPaisa does not operate as a scam — we are a regulated financial services provider committed to providing safe and reliable money transfers.

Delays are never acceptable, especially when they affect your trust in us. Technical difficulties can occasionally impact processing times, but we always strive to resolve issues quickly and keep our customers informed.

If you need assistance in the future please reach out to us on marketing@hellopaisa.co.za.

Resposta da HelloPaisa

8/07/2025

Hi Frik,

Thank you for your feedback. We’re sorry to hear you felt disappointed with the exchange rate during December.

Please note that our exchange rates are based on live market conditions and may fluctuate throughout the day depending on market demand, liquidity, and country-specific factors — especially during high-volume seasons like December. We never disadvantage our customers and always aim to offer competitive and fair rates across all corridors.

If you have specific concerns or would like us to look into a transaction for you, feel free to contact us at marketing@hellopaisa.co.za and we’ll gladly assist.

Resposta da HelloPaisa

8/07/2025

Hi Tee,

We’re sorry that your transfer didn't reach its destination on time. We understand how important it is for your loved ones to receive money quickly and safely.

If this ever happens again, please reach out to us at marketing@hellopaisa.co.za so we can urgently investigate and provide you with an update.

Thank you for bringing this to our attention — we’re here to assist you every step of the way.

Resposta da HelloPaisa

8/07/2025

Hi Munya,

We are deeply sorry to hear about your experience — it’s absolutely not the kind of stress or frustration we ever want to cause any of our customers.

We take all concerns around missing funds seriously, and we want to get to the bottom of this as quickly as possible. While we understand that previous experiences have left you feeling unheard, we want to assure you this matter will be treated with urgency and respect.

Please send your proof of payment and account details to marketing@hellopaisa.co.za with the subject line “URGENT – Missing Funds Escalation (Trustpilot)” so we can immediately investigate and ensure you get the answers and assistance you deserve.

Thank you for bringing this to our attention — we appreciate your patience and the opportunity to make this right.

Resposta da HelloPaisa

8/07/2025

Hi Megzabin,

We’re very sorry to hear about your experience, and we completely understand how frustrating it must be to feel like you’re not being heard — especially when it involves your hard-earned money.

Delays like this are not acceptable, and we regret that your issue was not resolved within the timeframe you were promised. We want to reassure you that your concerns matter to us and that this is not the standard we hold ourselves to.

We truly value your feedback and are working hard to rebuild your trust.

Resposta da HelloPaisa

8/07/2025

Hi Melusi,

We’re truly sorry to hear about your experience and completely understand your frustration. What you’ve described is not the level of service we aim to provide — especially during a time when you were expecting clear, urgent support.

Delays in resolving payment issues, especially when proof has been provided, should never happen. We apologise for the repeated follow-ups and the lack of meaningful feedback. Your time and your trust matter to us.

Thank you for your patience, and again, we’re truly sorry for the inconvenience caused.

Resposta da HelloPaisa

8/07/2025

Hi Andy,

We’re very sorry to hear about your recent experience — we understand how distressing this must be, especially given the circumstances.

At HelloPaisa, protecting our customers is a top priority, and we’re required to act swiftly when a transaction is flagged for unusual or high-risk activity. That said, we recognise how frustrating it can be to have your funds held up, particularly when you're relying on immediate access.

Thank you for your patience — we truly hope to earn back your trust.

Resposta da HelloPaisa

8/07/2025

Hi Berlin,

We’re truly sorry to hear about your experience. Having your account blocked, especially after a large transaction, is understandably stressful — and we apologise for any lack of communication or courtesy you may have received during the process.

As a regulated financial institution, HelloPaisa is required to follow strict compliance procedures for certain transactions, especially large transfers. This is in line with industry standards to protect both our customers and the integrity of the financial system.

That said, your experience with our customer service team does not reflect the level of professionalism we aim to uphold. We appreciate you bringing this to our attention and we will address it internally.

Thank you for your feedback — it helps us improve our service to all customers.

Resposta da HelloPaisa

8/07/2025

Hi Shingai,

Thank you for taking the time to share your experience. We’re genuinely sorry to hear about the inconvenience and embarrassment caused, and we completely understand how frustrating this must have been — especially under those circumstances.

As a financial institution, we are required to follow strict compliance and anti-fraud regulations, which sometimes means that accounts may be temporarily suspended for review when certain activity is flagged. We understand that this can be upsetting, especially for long-standing customers, and we apologise that you weren’t notified in advance.

Thank you again for your feedback — it helps us grow and serve you better.

Resposta da HelloPaisa

8/07/2025

Hi Nasreen,

Thank you for raising your concern.

We take fraud and scams very seriously at HelloPaisa. Our customers’ safety is a top priority, and we have strict compliance and verification processes in place to prevent abuse of our platform. Unfortunately, scammers are constantly evolving their tactics, which is why we work closely with the South African Reserve Bank and our banking partners to monitor, detect, and shut down suspicious activity as quickly as possible.

If you have any details about the incident, please report it to us directly at reportfraud@hellogroup.co.za so we can investigate further and take appropriate action.

We appreciate you taking the time to bring this to our attention.

Resposta da HelloPaisa

8/07/2025

Hi Kudakwashe,

Thank you for taking the time to share your experience — we’re truly sorry for the distress and frustration this caused you.

We understand how important it is for your loved ones to receive their money on time, especially when you’ve done everything right on your side. Waiting days without clear answers is not acceptable, and we apologise for the poor service and communication you received.

This is not the standard we stand for at HelloPaisa, and your feedback has been taken seriously. Over the past year, we’ve made significant improvements to our service delivery, customer care training, and escalation processes — and we continue to learn and improve from situations like this.

Thank you again for your feedback — it helps us grow.

Resposta da HelloPaisa

8/07/2025

Hi Lewis,

Thank you for sharing your experience, and we're truly sorry for the frustration you faced.

We completely understand how stressful it can be when you need urgent assistance and feel like you're not being heard — especially during an emergency. This is not the standard of service we aim to deliver at HelloPaisa, and we’re sorry that we let you down.

We’ve taken big steps over the last few years to improve our support channels and training to ensure quicker, more responsive service — especially during critical moments. Your feedback has helped shape that.

Thank you once again for your feedback.

Resposta da HelloPaisa

8/07/2025

Hi Afshan,

We’re very sorry to hear that you had a negative experience with HelloPaisa.

We understand how upsetting it must have been, and while this review was left some time ago, we want to assure you — we take all feedback seriously, especially when it relates to trust and customer experience.

Since then, we’ve worked hard to improve our systems, support processes, and overall service delivery. HelloPaisa is fully licensed and regulated, and our commitment has always been to serve our customers with transparency and care.

If you’d ever like to share more about what happened, please feel free to reach out to our support team through our app or WhatsApp channel — we’re here to listen and assist.

Thank you for your feedback.

Resposta da HelloPaisa

8/07/2025

Hi Renegade,

Thank you for taking the time to leave your feedback, and we’re truly sorry to hear about your experience.

We understand how frustrating it must have been to wait for a pending transaction to be resolved — especially when it felt like you weren’t getting any clear updates or assistance from our team. That’s not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.

Since then, we’ve worked hard to improve our turnaround times, internal processes, and the way we communicate during transaction issues. Your feedback helps us continue to grow and improve.

If you ever need support again, you can reach out to our team via the in-app chat or WhatsApp support.

Thank you again for helping us do better.

Resposta da HelloPaisa

8/07/2025

Hi Elio,

Thank you for sharing your feedback, and we're truly sorry for the experience you had. We understand how upsetting it must have been to feel unsupported — especially when money is involved.

Your frustration is valid, and we sincerely apologise for any lack of clarity or assistance you may have received back in 2022. We know that issues with references on investment accounts can be tricky, but you deserved better communication and follow-through from our team.

Since then, we’ve taken major steps to improve our customer service, tracking systems, and how we handle reference-related queries to ensure issues like this don’t happen again. While this was some time ago, if there is anything we can still assist with, please reach out to us at marketing@hellopaisa.co.za and reference this review.

Thank you again for your feedback. It plays a big part in helping us become better.

Resposta da HelloPaisa

8/07/2025

Hi Mbali,

We're truly sorry to hear about your experience, especially during such a difficult time. Please accept our sincere condolences on the passing of your father.

Although this review dates back a few years, we want to take responsibility and acknowledge your frustration. What you described does not reflect the level of care and service we strive to provide, and we’re deeply sorry that we let you down when it mattered most.

We want to assure you that we’ve made significant improvements in our service and customer support over the past few years. If there's anything you’d still like us to look into, please feel free to contact us directly at support@hellopaisa.co.za and we’ll do our best to assist.

Thank you for your feedback — it helps us grow and do better for our customers.

Warm regards,
The HelloPaisa Team