MM
Motshidisi M
1 reviews | Active since Jun 2023
02 Jun 2023, 20:54
Account locked, No email response
My account has been locked for 2 weeks now. I am unable to access my funds. I got contacted by the support team to provide them with documents of which I did, all of them. The response to emails was fast when they requested this information/documents, and now that all documents have been sent it’s a struggle to get hold of them support team, they don’t respond to any emails.
My case remains unsolved ,even with the communication sent that this issue was going to take 5 business days where can one escalate this matter further to?
I can’t access my own funds and this is really getting frustrating.
Helpful (0)
Replies (7)0
Replies (7)
Luno's replyOfficial
02 Jun 2023, 21:57Hi Motshidisi,
We are truly sorry to hear that you are experiencing this difficulty.
We would love to have our support team look into this for you.
Please contact us here: https://t.co/dvxz6VSgjU
^MM
We are truly sorry to hear that you are experiencing this difficulty.
We would love to have our support team look into this for you.
Please contact us here: https://t.co/dvxz6VSgjU
^MM
Luno's reply02 Jun 2023, 21:57
Official
Hi Motshidisi,
We are truly sorry to hear that you are experiencing this difficulty.
We would love to have our support team look into this for you.
Please contact us here: https://t.co/dvxz6VSgjU
^MM
We are truly sorry to hear that you are experiencing this difficulty.
We would love to have our support team look into this for you.
Please contact us here: https://t.co/dvxz6VSgjU
^MM
MM
Motshidisi M's updateReviewer Update
02 Jun 2023, 22:40Does that link guarantee a response to this query and proper communication from the support team because it’s really frustrating to actually talk alone over and over it’s 2 weeks now on going to the 3rd week
MM
Motshidisi M's update02 Jun 2023, 22:40
Reviewer Update
Does that link guarantee a response to this query and proper communication from the support team because it’s really frustrating to actually talk alone over and over it’s 2 weeks now on going to the 3rd week
MM
Motshidisi M's updateReviewer Update
03 Jun 2023, 17:05Okay noted, I have sent the message and I would definitely like to get a response on that 2 business day as per automatic email response
MM
Motshidisi M's update03 Jun 2023, 17:05
Reviewer Update
Okay noted, I have sent the message and I would definitely like to get a response on that 2 business day as per automatic email response
MM
Motshidisi M's updateReviewer Update
05 Jun 2023, 11:00I still haven’t received any communication from the support team and it’s really frustrating. Am on a 3rd week since my account has been locked and with not knowing the reason and I’ve submitted all documents and I can’t access my own funds. I’ll take this matter to citizens advice , am not getting any help from luno regarding my issue and resolving it.
MM
Motshidisi M's update05 Jun 2023, 11:00
Reviewer Update
I still haven’t received any communication from the support team and it’s really frustrating. Am on a 3rd week since my account has been locked and with not knowing the reason and I’ve submitted all documents and I can’t access my own funds. I’ll take this matter to citizens advice , am not getting any help from luno regarding my issue and resolving it.
Luno's replyOfficial
05 Jun 2023, 14:47Hi Motshidisi,
We sincerely apologize for the delay in this matter being resolved.
We can assure you that your concern has been escalated to a specialized team and they're looking into this for you. They will further inform you via email accordingly.
We appreciate your continued patience and understanding in this regard.
^CP
We sincerely apologize for the delay in this matter being resolved.
We can assure you that your concern has been escalated to a specialized team and they're looking into this for you. They will further inform you via email accordingly.
We appreciate your continued patience and understanding in this regard.
^CP
Luno's reply05 Jun 2023, 14:47
Official
Hi Motshidisi,
We sincerely apologize for the delay in this matter being resolved.
We can assure you that your concern has been escalated to a specialized team and they're looking into this for you. They will further inform you via email accordingly.
We appreciate your continued patience and understanding in this regard.
^CP
We sincerely apologize for the delay in this matter being resolved.
We can assure you that your concern has been escalated to a specialized team and they're looking into this for you. They will further inform you via email accordingly.
We appreciate your continued patience and understanding in this regard.
^CP
MM
Motshidisi M's updateReviewer Update
05 Jun 2023, 17:09I hope this escalation will be resolved this week, I can’t go over this issue for a whole good 3 weeks. When all that was required from me was sent in 1 day when requested without wasting time for your support team. I didn’t delay any process and this is really unacceptable especially to wait this long with no proper response and communication. I need this resolved this week.
MM
Motshidisi M's update05 Jun 2023, 17:09
Reviewer Update
I hope this escalation will be resolved this week, I can’t go over this issue for a whole good 3 weeks. When all that was required from me was sent in 1 day when requested without wasting time for your support team. I didn’t delay any process and this is really unacceptable especially to wait this long with no proper response and communication. I need this resolved this week.
MM
Motshidisi M's updateReviewer Update
06 Jun 2023, 14:43You really don’t take your clients seriously, our issues seriously and it’s frustrating and upsetting. You responded that once I send message to the link I’ll get responses till today no response, you escalated my case still no support team contact. I’ve reported this since 2nd June till date no response no call, still locked account with no access to my funds. I’ll report this matter to citizen Advice, I’ll contact FIC, I’ll escalate if needed to.
MM
Motshidisi M's update06 Jun 2023, 14:43
Reviewer Update
You really don’t take your clients seriously, our issues seriously and it’s frustrating and upsetting. You responded that once I send message to the link I’ll get responses till today no response, you escalated my case still no support team contact. I’ve reported this since 2nd June till date no response no call, still locked account with no access to my funds. I’ll report this matter to citizen Advice, I’ll contact FIC, I’ll escalate if needed to.