Zimbabwe: EcoCash Works to Clear Customer Queries

27 November 2019

As EcoCash services normalise after the problems of the recent upgrade, the company says it was now working on clearing customer queries, some relating to transactions that never reached intended beneficiaries despite leaving the customer's account.

CEO of EcoCash's parent company, Cassava Smartech Zimbabwe Mr Eddie Chibi said: "I am pleased to say that transactions on our new EcoCash platform are now going through normally.

"We are, however, currently seized with clearing a backlog of transactions, particularly those arising from third-party integrations, and continue to ask for our customers' patience as we work to clear this last hurdle."

EcoCash carried out a major upgrade of its platform a week ago, scheduled for 24 hours, but the system took days to return to normal, causing major headaches since 85 percent of all transactions in Zimbabwe, and 99 percent of mobile money transactions, once went through EcoCash.

The company says the new platform was more secure, faster, has better system availability, greater capacity and improved user experience. Mr Chibi said he was aware of the queues that had built up in EcoCash shops yesterday, as customers sought front-office resolution of their queries.

In a media update late last week, Mr Chibi said services such as send money, airtime recharge for self and for others, some banking services, merchant payments using merchant codes, cashing in and cashing out, customer balance enquiries, payroll, mobile business wallet services, remittances and agents service were now up and working normally.

He said EcoCash technical teams were working flat out with their international platform provider, Mahindra Comviva, to iron out outstanding issues and sorting out customer problems.

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