Disastrous Service from Luno Bitcoin

*** DESPERATE! !!!!!! Frustrated! !!!!!! Its been 11 days since i logged the above reference number with Luno Bitcoin and to date the simple request to unlock my Luno password has not been resolved. All i get is meaningless automated responses without any any action. Yesterday I received a call from a lady at Luno called Akuna who promised that she would arrange to manually unlock the profile and it should be resolved by the evening however typically this never happened. What do i have to do to get my profile unblocked. Is this the kind of pultry service we are expected to receive from Luno. Is there someone out there at Luno who can call me and resolve this once and for.....DESPERATE! !!! FRUSTRATED!!!!!!!