LUNO, Locked out of account - pathetic support service...

This organization doesn't understand the first thing about service from a help desk!! Please, if you value a product to have a proper support service, DO NOT use Luno!! They suggested so-called two factor security, which I accept is a good strategy but then, due to a fault on my Authenticator, I got locked out of my account! :-( This was on 12/03/2018; today is 15/03/2018 and to date all they have sent; on my 'logged-in' mailbox - luckily I was logged in on one of my devices otherwise I would never even have seen their initial, pathetic response!. asking me to send a 'selfie' holding my ID document!! How ridiculous for starters and, secondly after having comp**** to this ridiculous request, I am still waiting to be 'unlocked' from my account!!!