JL
Joe L
1 reviews | Active since Dec 2016
02 Mar 2021, 07:33
Luno improve your security systems
It is a pity that my money disappeared from my account with Luno as I intended to use them again as I have done with another company. At least this company has genuine 2 factor authentication in place which fills me with confidence that my investment will not disappear. Luno must have available resources to put a similar security system in place to safeguard investor's funds. Another possible form of security is to get confirmation from the client that a transaction is taking place and whether it is legitimate or not. The investor responds from a confirmed e address that the transaction is genuine. Then Luno allows the the transaction to take place. I do not think that such a system can be to difficult to implement
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Replies (2)
Luno's replyOfficial
02 Mar 2021, 09:03Hi Joe,
We're sorry this has been your experience.
We can confirm that our support team has been in contact with you via email regarding your account.
As mentioned in our correspondence with you, we cannot refund you your funds or help you recover them as they have been sent out to a third party as cryptocurrency, and once a transaction is made it cannot be reversed due to the nature of the blockchain.
Upon reviewing your first e-mail you mentioned you received a suspicious SMS and followed the link to update details on your account. The person whom you said you spoke on the phone who helped you secure and set up your account was not a Luno employee and was most likely the party that phished you out of your funds.
I do apologise for the unfortunate situation however, we will never ask for any of your pins or passwords or ask you to authorise anything over the phone or via email.
In the future, if you are concerned that someone else has access to your account, we encourage you to secure your account by following the steps in the link below:
https://www.luno.com/help/articles/***
Here are a few important points to remember:
- Luno is not affiliated with any third-party organisations, trading and/or investment schemes. Additionally, we do not offer any trading or financial advice.
- If you want more information about cryptocurrency and how to identify ****s, please visit our Help Centre: https://www.luno.com/help
Once cryptocurrency is sent out of your Luno wallet, the transaction is permanent and irreversible.
Please follow the instructions in our previous email to set up 2FA. Once you've done so, please respond to our last email and we will unlock your account.
^SR
We're sorry this has been your experience.
We can confirm that our support team has been in contact with you via email regarding your account.
As mentioned in our correspondence with you, we cannot refund you your funds or help you recover them as they have been sent out to a third party as cryptocurrency, and once a transaction is made it cannot be reversed due to the nature of the blockchain.
Upon reviewing your first e-mail you mentioned you received a suspicious SMS and followed the link to update details on your account. The person whom you said you spoke on the phone who helped you secure and set up your account was not a Luno employee and was most likely the party that phished you out of your funds.
I do apologise for the unfortunate situation however, we will never ask for any of your pins or passwords or ask you to authorise anything over the phone or via email.
In the future, if you are concerned that someone else has access to your account, we encourage you to secure your account by following the steps in the link below:
https://www.luno.com/help/articles/***
Here are a few important points to remember:
- Luno is not affiliated with any third-party organisations, trading and/or investment schemes. Additionally, we do not offer any trading or financial advice.
- If you want more information about cryptocurrency and how to identify ****s, please visit our Help Centre: https://www.luno.com/help
Once cryptocurrency is sent out of your Luno wallet, the transaction is permanent and irreversible.
Please follow the instructions in our previous email to set up 2FA. Once you've done so, please respond to our last email and we will unlock your account.
^SR
Best regards,
Luno's reply02 Mar 2021, 09:03
Official
Hi Joe,
We're sorry this has been your experience.
We can confirm that our support team has been in contact with you via email regarding your account.
As mentioned in our correspondence with you, we cannot refund you your funds or help you recover them as they have been sent out to a third party as cryptocurrency, and once a transaction is made it cannot be reversed due to the nature of the blockchain.
Upon reviewing your first e-mail you mentioned you received a suspicious SMS and followed the link to update details on your account. The person whom you said you spoke on the phone who helped you secure and set up your account was not a Luno employee and was most likely the party that phished you out of your funds.
I do apologise for the unfortunate situation however, we will never ask for any of your pins or passwords or ask you to authorise anything over the phone or via email.
In the future, if you are concerned that someone else has access to your account, we encourage you to secure your account by following the steps in the link below:
https://www.luno.com/help/articles/***
Here are a few important points to remember:
- Luno is not affiliated with any third-party organisations, trading and/or investment schemes. Additionally, we do not offer any trading or financial advice.
- If you want more information about cryptocurrency and how to identify ****s, please visit our Help Centre: https://www.luno.com/help
Once cryptocurrency is sent out of your Luno wallet, the transaction is permanent and irreversible.
Please follow the instructions in our previous email to set up 2FA. Once you've done so, please respond to our last email and we will unlock your account.
^SR
We're sorry this has been your experience.
We can confirm that our support team has been in contact with you via email regarding your account.
As mentioned in our correspondence with you, we cannot refund you your funds or help you recover them as they have been sent out to a third party as cryptocurrency, and once a transaction is made it cannot be reversed due to the nature of the blockchain.
Upon reviewing your first e-mail you mentioned you received a suspicious SMS and followed the link to update details on your account. The person whom you said you spoke on the phone who helped you secure and set up your account was not a Luno employee and was most likely the party that phished you out of your funds.
I do apologise for the unfortunate situation however, we will never ask for any of your pins or passwords or ask you to authorise anything over the phone or via email.
In the future, if you are concerned that someone else has access to your account, we encourage you to secure your account by following the steps in the link below:
https://www.luno.com/help/articles/***
Here are a few important points to remember:
- Luno is not affiliated with any third-party organisations, trading and/or investment schemes. Additionally, we do not offer any trading or financial advice.
- If you want more information about cryptocurrency and how to identify ****s, please visit our Help Centre: https://www.luno.com/help
Once cryptocurrency is sent out of your Luno wallet, the transaction is permanent and irreversible.
Please follow the instructions in our previous email to set up 2FA. Once you've done so, please respond to our last email and we will unlock your account.
^SR
Best regards,
JL
Joe L's updateReviewer Update
02 Mar 2021, 09:18Your second paragraph refers. I wrote to you reporting the suspicious telephone call. I did not confirm that I had followed the instructions on the mail received to have my 2-factor security to be actioned. I cut the connection with the first caller. After I had written to you directly reporting the suspicious call another man phoned me in response to my email and repeated verbatim what I had written to you. One of your employees even confirmed that the email was received and that someone from your company had phoned me. Your employee walked me through the process of upgrading my security. After that event, my money was removed from my account.
I wish you would not continue to make excuses and do something practical about the security for your investors and NOT leave it open-ended as it has been.
As I had explained to one of the many people from your company who have contacted me, it takes years to grow a business but it can all collapse in an instant if you do not take steps to prevent pilferage from taking place.
As can be seen from your answer you do not really care about the investments made with your company.
I wish you would not continue to make excuses and do something practical about the security for your investors and NOT leave it open-ended as it has been.
As I had explained to one of the many people from your company who have contacted me, it takes years to grow a business but it can all collapse in an instant if you do not take steps to prevent pilferage from taking place.
As can be seen from your answer you do not really care about the investments made with your company.
JL
Joe L's update02 Mar 2021, 09:18
Reviewer Update
Your second paragraph refers. I wrote to you reporting the suspicious telephone call. I did not confirm that I had followed the instructions on the mail received to have my 2-factor security to be actioned. I cut the connection with the first caller. After I had written to you directly reporting the suspicious call another man phoned me in response to my email and repeated verbatim what I had written to you. One of your employees even confirmed that the email was received and that someone from your company had phoned me. Your employee walked me through the process of upgrading my security. After that event, my money was removed from my account.
I wish you would not continue to make excuses and do something practical about the security for your investors and NOT leave it open-ended as it has been.
As I had explained to one of the many people from your company who have contacted me, it takes years to grow a business but it can all collapse in an instant if you do not take steps to prevent pilferage from taking place.
As can be seen from your answer you do not really care about the investments made with your company.
I wish you would not continue to make excuses and do something practical about the security for your investors and NOT leave it open-ended as it has been.
As I had explained to one of the many people from your company who have contacted me, it takes years to grow a business but it can all collapse in an instant if you do not take steps to prevent pilferage from taking place.
As can be seen from your answer you do not really care about the investments made with your company.