1 reviews | Active since Nov 2017
Luno – Failure to Respond and Resolve Outstanding Funds Owed to My Business
I am extremely disappointed with the way Luno has handled my ongoing dispute regarding funds that are owed to my business.
I have repeatedly contacted Luno by email regarding this matter and have requested a proper explanation, supporting documentation, and the return/payment of the outstanding funds. Despite numerous attempts to obtain a resolution, Luno has failed to respond to my emails meaningfully and has not contacted me to discuss or resolve the matter.
This is particularly concerning because this is not a minor query. There is a substantial amount of money involved, and I have been trying to resolve this matter directly with Luno for an extended period.
Luno has previously referred to a reversal of funds and requested documentation from me. I have provided the information available to me and have repeatedly asked Luno to provide proof of the alleged reversal, the transaction/audit trail, and a clear explanation of where the funds were sent and why they have not been returned to my business.
Instead of addressing these questions, I am being left without proper communication.
I am therefore publicly requesting that Luno:
1. Contact me directly to discuss this matter and provide a proper resolution. 2. Provide complete documentation and an audit trail relating to the funds in dispute. 3. Provide proof of the alleged reversal/payment, including the date, amount, destination account and transaction reference. 4. Explain why the funds have not been returned/paid to my business. 5. Confirm when the outstanding funds will be paid.
I have made every reasonable effort to resolve this privately and through Luno's support channels. Being ignored and receiving no meaningful response is unacceptable when a customer's/business's funds are at stake.
Luno, I am asking you to stop referring me from one support channel to another and take ownership of this complaint and contact me with a substantive response.
I expect a written response addressing each of the above points and a clear indication of how and when this matter will be resolved.
We’re sorry to hear about your experience and sincerely apologise for the delay in responding to you.
We understand the seriousness of your concerns, particularly given the amount of funds involved and the time you have spent trying to obtain clarity. We also acknowledge your frustration with having to follow up repeatedly without receiving the substantive response you expected.
Your matter is already being investigated by our specialised team, and we have escalated the case internally to ensure it receives the appropriate attention. We are currently working through a backlog of cases, which has unfortunately contributed to delays in attending to your query. We appreciate your patience and apologise for the inconvenience this has caused.
For security and privacy reasons, we cannot discuss the specific details of the disputed funds or your account publicly. However, the specialised team handling your case will review the information and documentation provided and will respond to you directly regarding the outstanding queries and the next steps.
We appreciate you bringing this to our attention and are committed to ensuring that your case receives the appropriate follow-up. ^MF
We’re sorry to hear about your experience and sincerely apologise for the delay in responding to you.
We understand the seriousness of your concerns, particularly given the amount of funds involved and the time you have spent trying to obtain clarity. We also acknowledge your frustration with having to follow up repeatedly without receiving the substantive response you expected.
Your matter is already being investigated by our specialised team, and we have escalated the case internally to ensure it receives the appropriate attention. We are currently working through a backlog of cases, which has unfortunately contributed to delays in attending to your query. We appreciate your patience and apologise for the inconvenience this has caused.
For security and privacy reasons, we cannot discuss the specific details of the disputed funds or your account publicly. However, the specialised team handling your case will review the information and documentation provided and will respond to you directly regarding the outstanding queries and the next steps.
We appreciate you bringing this to our attention and are committed to ensuring that your case receives the appropriate follow-up. ^MF