1 reviews | Active since Jan 2010
Not your keys, not your coins….
I have been using Luno for many years, as an on-ramp to invest in crypto. I don’t use the app often as it’s a passive savings strategy. I missed an in-app message about new KYC, and my account was frozen. The KYC which was more vigorous than any other KYC process I have had to endure: asking for 3 months banks statements, payslips, a selfie holding a ID document, etc. This felt quite invasive, and left me extremely frustrated that I was not able to access my savings which I have been accumulating over years. Crypto is supposed to be a means for consumers to take more ownership of their money; but this ability to just lock my account without good reason is unacceptable. For context, I already KYC’d my account when I opened it a few years back. Now I cannot access my funds. Apparently it will take 5 business days for them to get back to me. What if I urgently needed access to my savings? What’s worst is you can’t get hold of anyone telephonically. You have to send a message to a chatbot and hope for the best. Really unacceptable…
We're sincerely sorry to hear about your experience.
We're able to see that your concern is currently with a specialized team, and they will ensure that you're assisted accordingly.
Due to the nature of your concern, we're unable to discuss it on this platform, but we can assure you it will be resolved.
We appreciate your patience and understanding in this regard.
^CP
We're sincerely sorry to hear about your experience.
We're able to see that your concern is currently with a specialized team, and they will ensure that you're assisted accordingly.
Due to the nature of your concern, we're unable to discuss it on this platform, but we can assure you it will be resolved.
We appreciate your patience and understanding in this regard.
^CP
Thank you for your response.
We're able to see that the team in question has advised that they are in the process of reviewing the documents that were requested, and they will email you as soon as the review is complete.
We appreciate the feedback you've provided, and we will ensure it is relayed to the relevant team.
We sincerely apologize for any inconvenience this may be causing but we can assure you that your concern will be addressed and resolved accordingly. We humbly request your patience and understanding while this is being worked on for you.
Thank you.
^CP
Thank you for your response.
We're able to see that the team in question has advised that they are in the process of reviewing the documents that were requested, and they will email you as soon as the review is complete.
We appreciate the feedback you've provided, and we will ensure it is relayed to the relevant team.
We sincerely apologize for any inconvenience this may be causing but we can assure you that your concern will be addressed and resolved accordingly. We humbly request your patience and understanding while this is being worked on for you.
Thank you.
^CP