Luno is hiding behind security protocols and keep you locked out of your account.

In 2019 I bought one Ethereum, now valued at approx R25 000. About 6 months ago I wanted to buy more, and some Bitcoin too, but I then quickly realized I could not get into my account , and there was no way I could access my account or my "wallet" as they call it. I have tried everything and I stay shut out. My concern is that is that it is in Luno's interest to keep people out of there wallets, and thereby hold onto their cash, regardless if you have made or lost money. One can only work out the huge some of cash they holding on too, while shutting many out of their accounts. I understand the security protocol, and get that its important to have good security, however Luno use this excuse to lock you out of your account. How come my bank does not do this? Or any of my other investment banks. But should I experience a problem with my Bank I can pick up the phone and call them. Is it even legal to have a company with no physical address or a contact number? That this company can keeps going, and operating like this is beyond belief. How can Luno employ one person to assist clients when they cannot access their accounts? Quite simple; because it is not in Luno's interest. I have been trying to get into my account for almost 2 years now. Nothing works. It smells rotten to the core and no one is doing anything about it!!!!