KS
Kris S
1 reviews | Active since Nov 2016
16 Feb 2023, 12:01
LUNO the same as FTX?
I would like to give LUNO minus five stars but the system won't allow it. We have been trying to resolve an issue since December 2022 but after a number of emails (some Do Not Reply generics and some from the support team, with generic messages) we have not been able to solve the problem. In all this time we have not been able to trade Bitcoin and have lost opportunities to gain profits. We have tried sending a message to the General Manager for Africa on LinkedIn without any response. Can we assume that LUNO is going the same way as FTX?
Helpful (0)
Replies (14)0
Replies (14)
Luno's replyOfficial
16 Feb 2023, 12:09Hi Kris,
We're sincerely sorry to hear you feel this way.
We can confirm that we've received your recent correspondence via email.
Please ensure that you follow the steps provided in the email response you received earlier today from our specialized team, and once you've done so, the matter should be resolved. If you experience any issues with carrying out the steps provided, please let us know and we'll gladly further assist you.
We hope this information helps.
^CP
We're sincerely sorry to hear you feel this way.
We can confirm that we've received your recent correspondence via email.
Please ensure that you follow the steps provided in the email response you received earlier today from our specialized team, and once you've done so, the matter should be resolved. If you experience any issues with carrying out the steps provided, please let us know and we'll gladly further assist you.
We hope this information helps.
^CP
Best regards,
Luno's reply16 Feb 2023, 12:09
Official
Hi Kris,
We're sincerely sorry to hear you feel this way.
We can confirm that we've received your recent correspondence via email.
Please ensure that you follow the steps provided in the email response you received earlier today from our specialized team, and once you've done so, the matter should be resolved. If you experience any issues with carrying out the steps provided, please let us know and we'll gladly further assist you.
We hope this information helps.
^CP
We're sincerely sorry to hear you feel this way.
We can confirm that we've received your recent correspondence via email.
Please ensure that you follow the steps provided in the email response you received earlier today from our specialized team, and once you've done so, the matter should be resolved. If you experience any issues with carrying out the steps provided, please let us know and we'll gladly further assist you.
We hope this information helps.
^CP
Best regards,
KS
Kris S's updateReviewer Update
16 Feb 2023, 12:39Thank you for your prompt response, but the numerous tries to do exactly what each email suggested has not resulted in solving the problem. We need to speak to a real person instead of an algorythm response.
KS
Kris S's update16 Feb 2023, 12:39
Reviewer Update
Thank you for your prompt response, but the numerous tries to do exactly what each email suggested has not resulted in solving the problem. We need to speak to a real person instead of an algorythm response.
Luno's replyOfficial
16 Feb 2023, 12:43Hi Kris,
Thanks for your response.
I'm sorry to hear that you're still experiencing trouble with the process. We can assure you that you are in fact in touch with someone from our support team who is responding to you via email, and we request that you respond to the last email received with detailed information regarding exactly what the issue is that you're facing.
The more detail we have, the better equipped we are to assist you.
We look forward to your response via email accordingly.
^CP
Thanks for your response.
I'm sorry to hear that you're still experiencing trouble with the process. We can assure you that you are in fact in touch with someone from our support team who is responding to you via email, and we request that you respond to the last email received with detailed information regarding exactly what the issue is that you're facing.
The more detail we have, the better equipped we are to assist you.
We look forward to your response via email accordingly.
^CP
Best regards,
Luno's reply16 Feb 2023, 12:43
Official
Hi Kris,
Thanks for your response.
I'm sorry to hear that you're still experiencing trouble with the process. We can assure you that you are in fact in touch with someone from our support team who is responding to you via email, and we request that you respond to the last email received with detailed information regarding exactly what the issue is that you're facing.
The more detail we have, the better equipped we are to assist you.
We look forward to your response via email accordingly.
^CP
Thanks for your response.
I'm sorry to hear that you're still experiencing trouble with the process. We can assure you that you are in fact in touch with someone from our support team who is responding to you via email, and we request that you respond to the last email received with detailed information regarding exactly what the issue is that you're facing.
The more detail we have, the better equipped we are to assist you.
We look forward to your response via email accordingly.
^CP
Best regards,
KS
Kris S's updateReviewer Update
16 Feb 2023, 12:54Thank you for that. We will do as required and hope it gets solved now.
KS
Kris S's update16 Feb 2023, 12:54
Reviewer Update
Thank you for that. We will do as required and hope it gets solved now.
KS
Kris S's updateReviewer Update
16 Feb 2023, 13:23The last email received confirmed that the email address was changed. We then completed the steps as described in the email but we can still not move past the step to verify the phone number, it still says that the phone number has been verified and there the system stops and we cannot move past that. We have tried changing the phone number but that hasn't helped either.
KS
Kris S's update16 Feb 2023, 13:23
Reviewer Update
The last email received confirmed that the email address was changed. We then completed the steps as described in the email but we can still not move past the step to verify the phone number, it still says that the phone number has been verified and there the system stops and we cannot move past that. We have tried changing the phone number but that hasn't helped either.
Luno's replyOfficial
16 Feb 2023, 13:26Hi Kris,
Thank you for your response.
Kindly note that we're unable to assist with account-related information on this platform and as previously requested, please respond to the last email you received with more information regarding exactly what you require assistance with, and a member of our support team will gladly help you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^CP
Thank you for your response.
Kindly note that we're unable to assist with account-related information on this platform and as previously requested, please respond to the last email you received with more information regarding exactly what you require assistance with, and a member of our support team will gladly help you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^CP
Best regards,
Luno's reply16 Feb 2023, 13:26
Official
Hi Kris,
Thank you for your response.
Kindly note that we're unable to assist with account-related information on this platform and as previously requested, please respond to the last email you received with more information regarding exactly what you require assistance with, and a member of our support team will gladly help you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^CP
Thank you for your response.
Kindly note that we're unable to assist with account-related information on this platform and as previously requested, please respond to the last email you received with more information regarding exactly what you require assistance with, and a member of our support team will gladly help you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^CP
Best regards,
KS
Kris S's updateReviewer Update
16 Feb 2023, 15:33And that is exactly the problem. We have been around in circles since December and nobody seems able to resolve the issue. We do exactly as requested in the emails and yet the problem persists. Email after email asks for the same information which we supply, so that is the reason for airing my frustration on this very public platform.
KS
Kris S's update16 Feb 2023, 15:33
Reviewer Update
And that is exactly the problem. We have been around in circles since December and nobody seems able to resolve the issue. We do exactly as requested in the emails and yet the problem persists. Email after email asks for the same information which we supply, so that is the reason for airing my frustration on this very public platform.
Luno's replyOfficial
16 Feb 2023, 18:53Hi Kris,
We're sincerely sorry to hear you feel this way.
I have checked your account and can confirm that we have sent you an email with instructions. Please follow these instructions regarding your email address so that you can access your account.
If you can't complete any of the actions please reply to the email so that we can call you to better assist you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^RB
We're sincerely sorry to hear you feel this way.
I have checked your account and can confirm that we have sent you an email with instructions. Please follow these instructions regarding your email address so that you can access your account.
If you can't complete any of the actions please reply to the email so that we can call you to better assist you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^RB
Best regards,
Luno's reply16 Feb 2023, 18:53
Official
Hi Kris,
We're sincerely sorry to hear you feel this way.
I have checked your account and can confirm that we have sent you an email with instructions. Please follow these instructions regarding your email address so that you can access your account.
If you can't complete any of the actions please reply to the email so that we can call you to better assist you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^RB
We're sincerely sorry to hear you feel this way.
I have checked your account and can confirm that we have sent you an email with instructions. Please follow these instructions regarding your email address so that you can access your account.
If you can't complete any of the actions please reply to the email so that we can call you to better assist you.
We appreciate your understanding in this regard and look forward to getting this matter resolved.
^RB
Best regards,
KS
Kris S's updateReviewer Update
17 Feb 2023, 10:35We are once again at the beginning of another circle. We did as instructed in the email and received another automated generic reply. No phone call either. I would like to say "I give up" at this point but you have our money. I'm not sure what to do next to get this issue resolved. What does it take to get a simple system glitch sorted out?
KS
Kris S's update17 Feb 2023, 10:35
Reviewer Update
We are once again at the beginning of another circle. We did as instructed in the email and received another automated generic reply. No phone call either. I would like to say "I give up" at this point but you have our money. I'm not sure what to do next to get this issue resolved. What does it take to get a simple system glitch sorted out?
Luno's replyOfficial
17 Feb 2023, 11:09Hi Kris,
We're sincerely sorry to hear that you're still having trouble with your account.
We're able to see that you've responded via email, and this has been escalated to a specialized team.
They will reach out to you accordingly and we will ensure that this matter is resolved.
We thank you for your patience in this regard.
^CP
We're sincerely sorry to hear that you're still having trouble with your account.
We're able to see that you've responded via email, and this has been escalated to a specialized team.
They will reach out to you accordingly and we will ensure that this matter is resolved.
We thank you for your patience in this regard.
^CP
Best regards,
Luno's reply17 Feb 2023, 11:09
Official
Hi Kris,
We're sincerely sorry to hear that you're still having trouble with your account.
We're able to see that you've responded via email, and this has been escalated to a specialized team.
They will reach out to you accordingly and we will ensure that this matter is resolved.
We thank you for your patience in this regard.
^CP
We're sincerely sorry to hear that you're still having trouble with your account.
We're able to see that you've responded via email, and this has been escalated to a specialized team.
They will reach out to you accordingly and we will ensure that this matter is resolved.
We thank you for your patience in this regard.
^CP
Best regards,
KS
Kris S's updateReviewer Update
17 Feb 2023, 11:19Thank you, I look forward to their communication soon.
KS
Kris S's update17 Feb 2023, 11:19
Reviewer Update
Thank you, I look forward to their communication soon.
Luno's replyOfficial
17 Feb 2023, 15:21Hi Kris,
Thank you for your cooperation this far.
We've escalated this matter to our specialized team who will be in further communication with you via your email address linked to your Luno account
.
Once again, we thank you for your patience in this regard.
^ UG
Thank you for your cooperation this far.
We've escalated this matter to our specialized team who will be in further communication with you via your email address linked to your Luno account
.
Once again, we thank you for your patience in this regard.
^ UG
Best regards,
Luno's reply17 Feb 2023, 15:21
Official
Hi Kris,
Thank you for your cooperation this far.
We've escalated this matter to our specialized team who will be in further communication with you via your email address linked to your Luno account
.
Once again, we thank you for your patience in this regard.
^ UG
Thank you for your cooperation this far.
We've escalated this matter to our specialized team who will be in further communication with you via your email address linked to your Luno account
.
Once again, we thank you for your patience in this regard.
^ UG
Best regards,
KS
Kris S's updateReviewer Update
18 Feb 2023, 07:05I want thank Louise from your Cape Town support team for her patience and expertise in solving the issue. She was patient and made sure everything worked as it should before she ended the call. Her professionalism is of great benefit to Luno. Thank you also for escalating our query to the support team (real people) otherwise we'd still be trying to deal with algorythms.
KS
Kris S's update18 Feb 2023, 07:05
Reviewer Update
I want thank Louise from your Cape Town support team for her patience and expertise in solving the issue. She was patient and made sure everything worked as it should before she ended the call. Her professionalism is of great benefit to Luno. Thank you also for escalating our query to the support team (real people) otherwise we'd still be trying to deal with algorythms.
Luno's replyOfficial
18 Feb 2023, 08:37Hi Kris,
Thank you so much for your positive feedback.
We're happy to hear that you've been assisted accordingly and that this matter has been resolved.
Please don't hesitate to reach out to us if you have any other questions or concerns and we'll gladly help you.
Have a great day further!
^CP
Thank you so much for your positive feedback.
We're happy to hear that you've been assisted accordingly and that this matter has been resolved.
Please don't hesitate to reach out to us if you have any other questions or concerns and we'll gladly help you.
Have a great day further!
^CP
Best regards,
Luno's reply18 Feb 2023, 08:37
Official
Hi Kris,
Thank you so much for your positive feedback.
We're happy to hear that you've been assisted accordingly and that this matter has been resolved.
Please don't hesitate to reach out to us if you have any other questions or concerns and we'll gladly help you.
Have a great day further!
^CP
Thank you so much for your positive feedback.
We're happy to hear that you've been assisted accordingly and that this matter has been resolved.
Please don't hesitate to reach out to us if you have any other questions or concerns and we'll gladly help you.
Have a great day further!
^CP
Best regards,