We counted
1,000 messages read
- 29 weeks
- Public Google Play reviews
- English
- Pidgin
- Mixed
We found
66 issues found
- Unable to log in
- Unresponsive customer support
- Account restricted or locked
We wrote
The weekly report
- 2 Rising
- 999 quotes checked
Kuda, a Nigerian digital bank
Unable to log in started rising
7 messages in Week 28, against an average of 4.3 a week in the weeks before.
- 1,000Messages read
- 66Issues found
- 2Rising and New this week
- 999Quotes checked word for word
About these reviews: Public Google Play reviews of Kuda's app: the newest 588 reviews of any rating, plus 417 more of the newest 1 and 2 star reviews (1,005 in all; 1,000 kept after cleaning, and all 1,000 were read). Weeks before the newest stretch hold only 1 and 2 star reviews. Kuda is not a ClientClue customer and did not take part; these are its public reviews, named for transparency. Reviewers' names and personal details are hidden, and so are other companies named inside a review. They are not support tickets. The counts show what reviewers wrote, not ClientClue's view of the company's service. About these case studies
The rising problem
Messages a week about Unable to log in
The top issues
What customers wrote about most
Unable to log in
47 messages, 5% of the total. Rising in Week 28
“After updating the app I can't login again because my phone doesn't have fingerprint”
1 star “I can't access my account I tried reaching you guys no response”
1 star Unresponsive customer support
41 messages, 4% of the total
“ur safety limit is not necessary and ur chart support team are poor in communication”
1 star “my transfer has been locked and all the means of reaching Kuda is very slow and unresponsive.”
1 star Account restricted or locked
32 messages, 3% of the total
“currently having issues trying to unrestrict my account and the replies are almost non-existent.”
2 stars “my account was locked for no reason now i can't access my money or use any features in the app”
1 star Slow app loading after update
28 messages, 3% of the total
“The new update has been horrible, everything is slow, lag and it takes like 10 minutes just to send money.”
2 stars “good but lil slow 🦥”
4 stars Tier upgrade rejection or delay
21 messages, 2% of the total
“I can't receive more than 10000 in my inward transfer”
1 star “experience upgrading challenges.”
3 stars
The weekly report, Week 28
What the team would read that week
We received 248 messages this week. There were 208 positive messages.
- 248Messages that week
- 13%Negative
- 23Issues found
- 1Customers talking about leaving
Unable to log in
7 this week, 4 a week before. Rising
Customers report that they cannot sign in or access their accounts this week.
Check this first: Verify the login server status and check for recent app access errors.
“my experience with Kuda is hel signing in my account after a while is not working”
1 star “I was unable sign in my account as an existing customer”
1 star Unresponsive customer support
4 this week, 7 a week before
Users report that customer support is very slow and does not respond to emails.
Check this first: Review the email response times and check the support queue backlog.
“very slow customer service they never respond to you,i have email them more than 5 times but no responses”
1 star “very, very, extremely bad customer service, it's the worst bank I have used”
1 star High transaction charges
3 this week, 0 a week before
Customers report high transfer charges and issues with loan removal.
Check this first: Check the transfer fee settings and review recent loan removal policies.
“the issue i have with kuda is the #10 they remove per transfer after using the free 25 transfer in a month”
4 stars “your charges is too much and you remove my loan”
2 stars Account balance not updating
2 this week, 0 a week before
Users report that sent money has not arrived in their accounts.
Check this first: Inspect the incoming transaction processing system for any delays.
“you people collected a money that someone sent to me I will report it to the police”
1 star “I sent money to my Kuda app yesterday till now haven't received any money In my account”
1 star Overdraft or loan ineligibility
2 this week, 3 a week before
Customers report that they cannot access loans or use the overdraft feature.
Check this first: Check the eligibility criteria and review the overdraft feature settings.
“they refuse to make me use the overdraft feature till now and that's unfair”
4 stars “the app can't loan why”
2 stars
Why customers left
Built from reviews with leaving language, not from a cancellations file.
A service problem
1 customer, 100%
“I dey go [another bank], stupid people”
In English: I am going to [another bank], stupid people.
1 star
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