Luno’s Repetitive Responses and Lack of Meaningful Progress Update

Item: Luno
Rating: 1
Author: Melody Moses-Kandan

It is extremely concerning that my emails to Luno are being responded to by different representatives — Joe, Chelsea, Maya, Mzu and Devon — yet I am still not receiving a clear, substantive answer about the progress of my query.

The responses are repetitive and appear generic, rather than addressing the specific questions I have repeatedly raised. I am being told that my matter is “under investigation” and that it has been escalated to a specialised team, but no meaningful progress update, findings, or clear indication of what remains outstanding is being provided.

After all the documents and information I have supp****, I should not have to repeatedly chase Luno simply to find out what is happening with my case.

This level of communication is completely unacceptable and extremely disappointing. I expect a proper human response that directly addresses my questions and provides a meaningful update on the progress and next steps of my matter.Luno’s Repetitive Responses and Lack of Meaningful Progress Update

Helpful (0)

Replies (2)

Luno's replyOfficial

15 Sept 2026, 13:47

Hi Melody,

We're sorry to note your review.

Please know that our specialised team is working toward a resolution for your query as soon as they can.

Your patience is greatly appreciated, and we will let you know as soon as we have any feedback. ^RB

Luno's reply15 Sept 2026, 13:47

Official

Hi Melody,

We're sorry to note your review.

Please know that our specialised team is working toward a resolution for your query as soon as they can.

Your patience is greatly appreciated, and we will let you know as soon as we have any feedback. ^RB

Melody Moses-Kandan's updateReviewer Update

15 Sept 2026, 14:58

Luno, this response is once again not an actual update.

I am not asking whether your specialised team is “working toward a resolution.” I am asking for substantive feedback on the progress of my matter.

This issue has been outstanding for approximately 6 years. After all this time, repeatedly telling me that the team is working on it, that my patience is appreciated, and that you will contact me “when there is feedback” does not answer my questions or provide any meaningful indication of what has actually been done.

I have provided the documents and information requested from me. I have cooperated with your investigation and have repeatedly followed up. I now need Luno to provide an actual progress update, including what has been established, what remains outstanding, and what steps are currently being taken to resolve this matter.

Six years is more than enough time for a customer to be told simply to “wait for feedback.”

I respectfully request that Luno stop sending repetitive generic responses and provide a meaningful, substantive update on my case.

Melody Moses-Kandan's update15 Sept 2026, 14:58

Reviewer Update

Luno, this response is once again not an actual update.

I am not asking whether your specialised team is “working toward a resolution.” I am asking for substantive feedback on the progress of my matter.

Six years is more than enough time for a customer to be told simply to “wait for feedback.”

I respectfully request that Luno stop sending repetitive generic responses and provide a meaningful, substantive update on my case.