I made an honest mistake by using my phone to transfer XRP from my Stake

Good day.

Its been 12 hours since my last reply on Luno's own platform but they responded here within 3 hours of me posting on Hello Peter. My reference is #***.

By the looks of all the other reports on Hellopeter regarding Luno, i am not expecting any feedback.

Good day.

I actually got a response on the email chain on a Saturday, still stating the same thing for the past 7 days to the min, that a team is working on resolving the matter. I hope and pray that I am not another statistic like the rest of the clients.

Good day Luno.

Thank you awaiting your prompt response.

Here i am again.

Its now 13 days later. I have lost over R60000.00 in trades due to the lack in service. I will be posting the whole chain of emails and chats tomorrow morning.

Bellow is my last chat 2 days ago with one of the consultants called Lerato ,in herewith you will see that by Her own admission in the chat, that they only escalated the matter on the 14th of May 2025 at 10:03 am to the relevant team, but this matter has been ongoing since the 3rd of May 2025. She also notes that the matter will be resolved and the funds will be in my account within 48 hours from the end of the chat. I am writhing the post 1 hour to go then the 48 hours is up. I made contact with the chat to see if i can chat to Her again but no luck and everyone who i chat to are either bots or so low level that the copy paste the same responses.

I might be a small fry in all of this but the 38 Millionaire friends my dad sighed on to Luno are aware of what's going on and they are starting to pull their funds and closing their accounts.

In a nutshell the Value of the funds that I made a mistake on was R250k, with the price that went up at its peak I would have gained another R60k. Saying this I am assuming that because this happened they deliberately withheld my funds so that I cant trade.

The responses and lack there of are very Patronizing and deliberate to make their clients angry and start cussing them so that the have a legal reason to close your account but no matter how much anger i have i will not satisfy them with that response. Bellow is the last chat I had with relevance. For security reasons i will remove and replace any numbers and addresses with a *. If there is anyone on this platform or reading this that knows what i Legaly can do please reach out.

Zendesk

(17:06:48) Toshi: 👋🏼 Hey there, Lourens!
(17:06:48) Toshi: I'm **Toshi**, your Luno virtual assistant.
(17:06:49) Toshi: ℹ️ Luno (Pty) Ltd is a licensed financial services provider, registration number 53314.
(17:06:50) Toshi: What can I help you with today?
(17:07:08) Web User 6824b185fc3e95cbdeb89832: I would like to talk to Collen the consultant regarding ref #**********
(17:07:15) Toshi: Hi Lourens, I understand you're looking to speak with Collen regarding reference #--------------. Could you please provide more details about the issue or topic related to this reference number? This will help me assist you better.
(17:07:37) Web User 6824b185fc3e95cbdeb89832: Just foreward me to Collen
(17:07:42) Toshi: One moment while I connect you to our support team.
(17:07:44) Toshi: ⏰ They usually respond in under a minute.
(17:08:05) Lerato: Hi Lourens,

Please give me 2-3 minutes to read through your query.
(17:08:19) Lourens: I need to speak to Collen please
(17:09:53) Lerato: Thanks for reaching out to us Lourens, I understand you may have been assisted by Collen in the past however we do not transfer chats or tickets as such I can assist you with your query
(17:10:41) Lourens: To be honest of all the consultants he is the only one actually bothering to read the posts and give proper feedback.
(17:11:15) Lerato: I am just reviewing your query now, allow me 5min as I look into it for you on my end
(17:12:34) Lourens: my last feedback on my query was yesterday 18 hours ago. I was made aware by Collen that someone tried calling me 4 times yesterday but i explained i was on the road. I then said i will make sure to avail myself today the whole day to take a call but no one called
(17:14:19) Lerato: Yes I can definitely see this on the ticket, it has been assigned to one of my colleagues who is looking into it for you at the moment, however I see the actual query is in connection to an XRP transaction that you performed
(17:16:24) Lerato: You performed the transaction from your Stake wallet to your Luno account, and have still not received the funds?
(17:17:29) Lerato: Can you provide me with clear context exactly on what the query is about as I see from the ticket that is open you have had a lot of email communication back and forth
(17:18:32) Lerato: And is this the transaction in question

https://xrpscan.com/tx/-----------------------------------------------------------------------------------------------------
(17:18:58) Lourens: Meaning no one from the specialist team rep**** or called to give any feedback. This is seriously getting to the point of being deliberate and downright spiteful. Its been 12 days and 8 of those days were business days. The turnaround according to Luno is 3 to 5 days. No one has bothered to explain what the actual problem is and every means of proof has been sent that was asked for. I am demanding a proper technical reason for the delay or the difficulty. Stop patronizing me by saying how sorry every one is and thanking me for my understanding and patience as i don't understand and my patience has run out.
(17:20:47) Lourens: I don't know were the xrp scan is from i sent the BITHOMP proof numerous times, showed the process on a video screen recording.
(17:22:37) Lourens: https://bithomp.com/en/tx/-*******************************************
(17:22:43) Lerato: I completely understand where your coming from Lourens, and can acknowledge from looking at the ticket that it has not been handled as efficiently of which I apologise for, I can however see that the ticket was only escalated to our specialist team yesterday, and from then you can only expect feedback within 48hrs, but I just clearly want to understand your query and it is that you did not get the XRP which you sent from Stake and it is the corresponding transaction on this link

https://xrpscan.com/tx/***************************************************
(17:22:58) Lerato: Please can you review this and confirm if this is the transaction in question
(17:24:06) Lourens: The tx hash matches yes its the same transaction
(17:24:35) Lerato: Great stuff, only just 2 more minutes as I check one more thing please
(17:24:44) Lourens: ok
(17:28:31) Lerato: Okay perfect, so I have reviewed all the tickets and escalated tickets in question to your query
(17:28:54) Lerato: The calls were merely courtesy calls to give you an update on your query therefore it is not necessary as I will do so now
(17:29:17) Lourens: So now i have to wait another 48 hours Lerato?
(17:30:14) Lerato: I can confirm your query was escalated to our payments team, and all the relevant actions for the XRP to be allocated to your wallet have been performed
(17:30:29) Lerato: Since there was an issue with the tag the XRP was allocated to our hot wallet
(17:30:56) Lourens: I take it the payments team is not working
(17:30:58) Lerato: So the process we have followed now is to move the XRP from our hot wallet, to your personal XRP wallet
(17:31:22) Lourens: You have my wallet tag right?
(17:32:00) Lerato: I can confirm that today at 10:03am the allocation was escalated for approval, please give it around 24 - 48hrs, the XRP will definitely reflect in your personal wallet and high chance that it will reflect before even the 48hr timeframe
(17:32:48) Lourens: Is this the tag used*************
(17:33:22) Lerato: I sincerely apologies for the manner in which the ticket was handled and how long it has taken for it to get to this point, I will note your dissatisfaction with our team so we can improve our service in future, and yes on our end we do have your tag and wallet address so there will be no issues with the allocation to your wallet
(17:36:02) Lourens: Now i can 100% say that i am satisfied with this response and feedback. I hope to be pleased in 48 hours or shorter. Thank you and no offense meant about what i said regarding wanting to speak to Collen. You helped me immensely and relieved some stress
(17:37:31) Lerato: Its all a pleasure Lourens and I definitely understand where you were coming from, I assure you even before 48hrs the funds should reflect in your wallet, as soon as they do we will also notify you on email. Again sincerely apologise for the manner in which the query was originally handled 🙂
(17:38:05) Lourens: Thank you Lerato, You can close the chat no
(17:38:25) Lerato: Awesome stuff, Thanks for chatting with me today. If you don't have any more questions, please feel free to end this chat on your side.

We're always looking to improve our support experience, so if you could rate the level of service I have given you today, I'd really appreciate it. You will be prompted to rate it when you end the chat. Have a great evening further :)
(17:38:39) Lourens: SYSTEM MESSAGE: Lourens ended the chat.

Last time.

I finally got my funds nearly 3 weeks after the first contact was made. Due to the lack in service, feedback and actual honesty from this ****ming company I lost nearly R70k in trades. Its my opinion that my funds were withheld due to Luno using my funds to trade while XRP was going up from R39 per coin all the way up to bordering on R49 per coin and then all the way back to R41 per coin.

To force Luno from not being able to close my account I transferred $150's worth of XRP into the account to keep it open, fyi from the same wallet I made the mistake on. I then after a week of not getting any joy decided to transfer that coin but then found that my Push notifications on a verified device were not coming through so I can transfer my xrp to my VALR account. I reported this and trues nuts I got the same copy paste response on that matter. After about 2 days of not getting feedback I then decided to sell the xrp and transfer the Fiat into my bank account. They allowed that to happen without needing a push notification.

You see Luno makes little to no money when you transfer the coin to another platform or wallet but they make money when you buy or sell the coin's for fiat.


If you as a corporate or pvt client have funds or any coin with this company I recommend that you remove it or transfer it to another exchange. I cant see how this company is going to be in business for the foreseeable future if they don't change how they treat or respond to their clients. For Sa users the best wallet to date is VALR.

All above is my experience and any recommendations are just that.

Vettie OUT.