Luno ***** dealings

Paid in R10000 on November 23rd. Used incorrect reference when making payment and had to load a support ticket to get assistance with this. Was helped by Mark and told that a manual allocation has to be made and this will take a couple of hours and that he will check on this for me as hes shift just started. Its now 5 days later and I have requested feedback numerous times and requested to speak to a manager or senior person but nothing. I am met with ***** replies and my questions are met with ***** answers. I am not a big time crypto person but was not expecting these type of dealings from what is suppose to be a trusted company. I to date still have no idea what is happening or what is the cause of the delay or anything. I have transcripts of the chats downloaded. I have written of this R10000 to *****/**** activity it seems and will be in contact with my bank and relevant financial institutions to report this type or behaviour and dealings. Please be care-full when using this company. I was not expecting to be victim of this through a trusted company and their app with support.