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Nosipho S
1 reviews | Active since Jan 2025
18 Jan 2025, 12:01
Disappointing
Last I wrote a 2 complaints and I was told it has been escaled that was Tuesday and till today still not resolved. All documents have been sent and every second day I will receive a email request same document submitted. Different angents no accountability from the agents, they do not check history of the query and follow up on query. This so frustrating and disappointing from Luno. I think I have dealt with 5 or 6 consultant but no resolution. Thursday I received email asking me to enable 2 factor key and change a password and they said they will unlocked my account still not done, I just received another email request documents
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Replies (2)
Luno's replyOfficial
18 Jan 2025, 15:41Hi Nosipho, we value your feedback and we apologize for any inconvenience you've experienced.
We genuinely care about resolving any issues you may have. Please note that as per our email this morning we are awaiting further information from the other party to proceed with your account. Should you require any further details, please let us know. ^EM
We genuinely care about resolving any issues you may have. Please note that as per our email this morning we are awaiting further information from the other party to proceed with your account. Should you require any further details, please let us know. ^EM
Luno's reply18 Jan 2025, 15:41
Official
Hi Nosipho, we value your feedback and we apologize for any inconvenience you've experienced.
We genuinely care about resolving any issues you may have. Please note that as per our email this morning we are awaiting further information from the other party to proceed with your account. Should you require any further details, please let us know. ^EM
We genuinely care about resolving any issues you may have. Please note that as per our email this morning we are awaiting further information from the other party to proceed with your account. Should you require any further details, please let us know. ^EM
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Nosipho S's updateReviewer Update
23 Jan 2025, 17:18This is still not resolved. Luno you are failing us as customers. We did explain that she changed the card and have a new card. I didn't even know when we tried to make a payment with that card. We don't have that card anymore.
It common sense that she has already confirmed her identity with a picture as intstructed. It also confirmed that the card used to belong to her. U just need to understand that the card number changed . If you can check when this card was loaded it long time ago.
This rediculas service, you have identified that it her. She does not have the card any more. She changed and using a new card. That is not so difficult to understand. People looses cards every day. So does this mean we loosing our account and money became she chandged her card. The process should aim to prevent crime not to frustrate customers. If you can't even understand such issue it is disappointing.
It common sense that she has already confirmed her identity with a picture as intstructed. It also confirmed that the card used to belong to her. U just need to understand that the card number changed . If you can check when this card was loaded it long time ago.
This rediculas service, you have identified that it her. She does not have the card any more. She changed and using a new card. That is not so difficult to understand. People looses cards every day. So does this mean we loosing our account and money became she chandged her card. The process should aim to prevent crime not to frustrate customers. If you can't even understand such issue it is disappointing.
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Nosipho S's update23 Jan 2025, 17:18
Reviewer Update
This is still not resolved. Luno you are failing us as customers. We did explain that she changed the card and have a new card. I didn't even know when we tried to make a payment with that card. We don't have that card anymore.
It common sense that she has already confirmed her identity with a picture as intstructed. It also confirmed that the card used to belong to her. U just need to understand that the card number changed . If you can check when this card was loaded it long time ago.
This rediculas service, you have identified that it her. She does not have the card any more. She changed and using a new card. That is not so difficult to understand. People looses cards every day. So does this mean we loosing our account and money became she chandged her card. The process should aim to prevent crime not to frustrate customers. If you can't even understand such issue it is disappointing.
It common sense that she has already confirmed her identity with a picture as intstructed. It also confirmed that the card used to belong to her. U just need to understand that the card number changed . If you can check when this card was loaded it long time ago.
This rediculas service, you have identified that it her. She does not have the card any more. She changed and using a new card. That is not so difficult to understand. People looses cards every day. So does this mean we loosing our account and money became she chandged her card. The process should aim to prevent crime not to frustrate customers. If you can't even understand such issue it is disappointing.