EXTREMELY FRUSTRATING AND INSENSITIVE HANDLING OF A DECEASED ESTATE

LUNO – EXTREMELY FRUSTRATING AND INSENSITIVE HANDLING OF A DECEASED ESTATE

My late husband's executors have been trying to access and withdraw the funds from his Luno account since 2024, and the process has been nothing short of frustrating.

Despite Luno being informed that the account holder is deceased and the necessary estate process being followed, we continuously receive new administrative requests and obstacles. Every time we believe the matter is progressing, another requirement suddenly appears.

The most unbelievable part is that Luno has sent authentication links requiring my late husband to verify/authenticate his account by submitting a video.

How exactly is a deceased person supposed to complete a video verification?

This is not only administratively *********** but also extremely insensitive. Surely, once a customer has been formally reported as deceased and the executors have provided the appropriate legal documentation, the matter should be handled through a dedicated deceased-estate process — not through automated verification processes designed for a living account holder.

We have been struggling with this since April, with no resolution in sight. Instead of receiving a clear, consolidated list of everything required and having the matter handled by one competent person, we seem to be caught in an endless cycle of new requests and automated processes.

Luno, please urgently review this matter and assign it to someone who understands the administration of a deceased estate.

We are simply asking for the funds belonging to my late husband's estate to be dealt with through the proper legal process — without continuously being asked to make a deceased person authenticate himself.

This has gone on long enough. We need a proper resolution.