Luno helpdesk and response time needs urgent upgrade!

I have been with Luno for quite a while and have generally been happy with the ease of use of the app, but I really think that for a company which is no longer new, support needs to be drastically improved. Luno had an issue on their site yesterday afternoon, and one of my transactions, which was pending, just disappeared. Because of the volatile nature of crypto, the length of time that it takes them to respond, could mean the loss of thousands of Rands. There is no way to contact them telephonically or to escalate any issues.