EK
Eugene K
1 reviews | Active since Aug 2016
23 Sept 2024, 20:25
Opaque Handling of Account Lock and Refusal to Provide Information
I’ve been a Luno customer since 2017, and after nearly seven years of using their platform, I recently had a concerning experience. My account was locked without clear explanation. When I sought answers, Luno provided no transparency. (stating on one occasion unusual activity and in another email account security)
I requested specific information, including:
The recording of our communications, which I believe I have the right to access, regardless of my intentions for it.
Details on what specific violation led to my account being locked.
Luno claimed my account was blocked due to unusual activity, but they did not provide any further information or context. Despite my willingness to comply with any requirements if they provided me with the legally required information, they refused to share the requested information. Instead, they notified me of account closure the same day without addressing my legitimate questions.
While Luno may rely on their terms and conditions, these cannot override my rights under South African law, particularly the POPIA (Protection of Personal Information Act). I have the right to access my personal data and any information regarding my account closure, but Luno has avoided fulfilling this obligation.
This lack of transparency and refusal to engage meaningfully is troubling, especially from a company I trusted for so long. They used their terms and conditions to justify withholding information, but South African law takes precedence, and they are failing to meet their legal responsibilities.
To anyone reading this, I fully expect Luno to respond with a generic, automated PR message that doesn’t address the real issues. This is generally their usual practice, but it does not change the facts:
They locked my account without clarifying what I allegedly violated. They refused to provide the recording I requested, which I am entitled to. They use their terms and conditions to sidestep their obligations under South African law. I have all the correspondence to back up my claims, and I encourage anyone considering using Luno to rethink, especially if you value transparency and legal protection.
Agents involved was Brad, Stacey, Philip, Jane and Lee
Hi ..... We’ve reviewed the activity on your Luno account, and have made the decision to close it permanently. Our full account termination process is detailed in section 18 of our Terms of Use. Please take note that: Any pending transactions in your Luno account have been cancelled. You will need to notify others to stop making any deposits and/or cryptocurrency transactions to your Luno account. You have a combined total of ........ in your Luno wallet. We've given you temporary, limited access to your account to: Sell any cryptocurrency balances you have available Withdraw any funds you have in your local currency wallet to a bank account held in your own name. Note: If you're not sure how to do that, we've outlined the steps here. Your account will be closed permanently on 30-09-2024 or when you have cleared your wallet of funds. Any funds remaining in your wallet after 30-09-2024 will be subject to a lengthy claims process and may be subject to penalties. Once your account has been closed, your personal information will be deleted subject to our data retention obligations. For more details, please see the Retention of personal data section in our Privacy Policy.(Read that section so what they are saying contradicts their terms and conditions) GO TO WALLET The decision to close your account is final. Please do not attempt to open another Luno account. Thanks Team Luno
Helpful (0)
Replies (6)0
Replies (6)
Luno's replyOfficial
24 Sept 2024, 08:10Hi Eugene,
We're sincerely sorry to note your rating and feedback.
Due to the nature of your concern, we're unable to discuss it on this platform however, the relevant team will respond to you accordingly.
Thank you for your understanding.
^CP
We're sincerely sorry to note your rating and feedback.
Due to the nature of your concern, we're unable to discuss it on this platform however, the relevant team will respond to you accordingly.
Thank you for your understanding.
^CP
Luno's reply24 Sept 2024, 08:10
Official
Hi Eugene,
We're sincerely sorry to note your rating and feedback.
Due to the nature of your concern, we're unable to discuss it on this platform however, the relevant team will respond to you accordingly.
Thank you for your understanding.
^CP
We're sincerely sorry to note your rating and feedback.
Due to the nature of your concern, we're unable to discuss it on this platform however, the relevant team will respond to you accordingly.
Thank you for your understanding.
^CP
EK
Eugene K's updateReviewer Update
24 Sept 2024, 09:01Told you I will get an automated response.
There is nothing private to discuss on this platform.
It's all there. Your actions are public. And I got no response from your team either other than the closure of the account.
Your going to have to start following the Law Luno.
There is nothing private to discuss on this platform.
It's all there. Your actions are public. And I got no response from your team either other than the closure of the account.
Your going to have to start following the Law Luno.
EK
Eugene K's update24 Sept 2024, 09:01
Reviewer Update
Told you I will get an automated response.
There is nothing private to discuss on this platform.
It's all there. Your actions are public. And I got no response from your team either other than the closure of the account.
Your going to have to start following the Law Luno.
There is nothing private to discuss on this platform.
It's all there. Your actions are public. And I got no response from your team either other than the closure of the account.
Your going to have to start following the Law Luno.
EK
Hi Luno,
Thank you for your reply, but once again, you're avoiding the core issue. You claim that you are waiting on "necessary documents" from me, yet I have repeatedly requested two specific pieces of information that I am legally entitled to:
1. The recording of our communications, which I have the right to access.
2. The details of the so-called "unusual activity" that led to my account being flagged and subsequently closed.
Your continued avoidance of providing this information is deeply concerning and violates my rights under South African law, particularly the Protection of Personal Information Act (POPIA). These are not just documents you "require" from me – these are legally protected requests I have made of you, which you are obligated to fulfill.
Instead of meaningful engagement or clarification, I received an account closure notice with no real explanation. Your use of vague terms like "unusual activity" and your reliance on your own Terms and Conditions do not absolve you from complying with South African law, which prioritizes transparency and accountability in customer interactions.
I have every correspondence to back up my claims, and I urge any potential customers to take note of Luno’s refusal to provide clarity, especially when it comes to personal data and account management.
I look forward to you finally addressing these concerns with the transparency I deserve.
Eugene K's updateReviewer Update
24 Sept 2024, 11:59Hi Luno,
Thank you for your reply, but once again, you're avoiding the core issue. You claim that you are waiting on "necessary documents" from me, yet I have repeatedly requested two specific pieces of information that I am legally entitled to:
1. The recording of our communications, which I have the right to access.
2. The details of the so-called "unusual activity" that led to my account being flagged and subsequently closed.
Your continued avoidance of providing this information is deeply concerning and violates my rights under South African law, particularly the Protection of Personal Information Act (POPIA). These are not just documents you "require" from me – these are legally protected requests I have made of you, which you are obligated to fulfill.
Instead of meaningful engagement or clarification, I received an account closure notice with no real explanation. Your use of vague terms like "unusual activity" and your reliance on your own Terms and Conditions do not absolve you from complying with South African law, which prioritizes transparency and accountability in customer interactions.
I have every correspondence to back up my claims, and I urge any potential customers to take note of Luno’s refusal to provide clarity, especially when it comes to personal data and account management.
I look forward to you finally addressing these concerns with the transparency I deserve.
EK
Eugene K's update24 Sept 2024, 11:59
Reviewer Update
Hi Luno,
Thank you for your reply, but once again, you're avoiding the core issue. You claim that you are waiting on "necessary documents" from me, yet I have repeatedly requested two specific pieces of information that I am legally entitled to:
1. The recording of our communications, which I have the right to access.
2. The details of the so-called "unusual activity" that led to my account being flagged and subsequently closed.
Your continued avoidance of providing this information is deeply concerning and violates my rights under South African law, particularly the Protection of Personal Information Act (POPIA). These are not just documents you "require" from me – these are legally protected requests I have made of you, which you are obligated to fulfill.
Instead of meaningful engagement or clarification, I received an account closure notice with no real explanation. Your use of vague terms like "unusual activity" and your reliance on your own Terms and Conditions do not absolve you from complying with South African law, which prioritizes transparency and accountability in customer interactions.
I have every correspondence to back up my claims, and I urge any potential customers to take note of Luno’s refusal to provide clarity, especially when it comes to personal data and account management.
I look forward to you finally addressing these concerns with the transparency I deserve.
EK
Luno’s reply
Eugene K's updateReviewer Update
24 Sept 2024, 14:50 I also see Luno responded privately so my post above is in response to what they posted to me privately see below.
Luno’s reply
24 Sep 2024 at 11:41
Hi Eugene,
Your query is being handled by our specialised team.
I have noted that they are currently in communication with you regarding the necessary documents etc that is required.
Thanks for your understanding.
Your query is being handled by our specialised team.
I have noted that they are currently in communication with you regarding the necessary documents etc that is required.
Thanks for your understanding.
EK
Eugene K's update24 Sept 2024, 14:50
Reviewer Update
I also see Luno responded privately so my post above is in response to what they posted to me privately see below.
Luno’s reply
24 Sep 2024 at 11:41
Hi Eugene,
Your query is being handled by our specialised team.
I have noted that they are currently in communication with you regarding the necessary documents etc that is required.
Thanks for your understanding.
Your query is being handled by our specialised team.
I have noted that they are currently in communication with you regarding the necessary documents etc that is required.
Thanks for your understanding.
EK
Eugene K's updateReviewer Update
25 Sept 2024, 20:13Cut a snip of Lunos response on mail to exclude personal info. See below.
It's important to note Section 1 of our Term of Use
"By registering for and opening a Luno Account, you unconditionally accept these Terms and agree to be bound by and act in accordance with them. You also accept and agree that you are solely responsible for understanding and complying with all laws, rules, regulations, and requirements of the jurisdiction in which you live that may be applicable to your use of the Luno Site and/or your Luno Account, including but not limited to, those related to export or import activity, taxes or foreign currency transactions. Depending on your country of residence, you may not be able to use all the functions of the Luno Site.
Please read these Terms carefully before using the Luno Site because they affect your legal rights and obligations"
"The continued use of your Luno Account, after any amendment to these Terms, constitutes your acceptance of the Terms, as modified by such amendment. If you do not accept the Terms or any amendment to them, you must immediately stop using the Luno Site and your Luno Account."
In the case that you would like to formally raise a complaint, you are welcome to do so, we’ve outlined everything you need to know about the process here.
We're looking forward to hearing from you.
As you can see they still dont respond in accordance with POPIA.
Here is my cut response and cut to exclude personal info.
It's important to note Section 1 of our Term of Use
"By registering for and opening a Luno Account, you unconditionally accept these Terms and agree to be bound by and act in accordance with them. You also accept and agree that you are solely responsible for understanding and complying with all laws, rules, regulations, and requirements of the jurisdiction in which you live that may be applicable to your use of the Luno Site and/or your Luno Account, including but not limited to, those related to export or import activity, taxes or foreign currency transactions. Depending on your country of residence, you may not be able to use all the functions of the Luno Site.
Please read these Terms carefully before using the Luno Site because they affect your legal rights and obligations"
"The continued use of your Luno Account, after any amendment to these Terms, constitutes your acceptance of the Terms, as modified by such amendment. If you do not accept the Terms or any amendment to them, you must immediately stop using the Luno Site and your Luno Account."
In the case that you would like to formally raise a complaint, you are welcome to do so, we’ve outlined everything you need to know about the process here.
We're looking forward to hearing from you.
As you can see they still dont respond in accordance with POPIA.
Here is my cut response and cut to exclude personal info.
Hi Philip,
Thank you for your response.
I would like to clarify that I have already lodged a complaint under the Protection of Personal Information Act (POPIA), and I expect this matter to be addressed with the seriousness it warrants. I will not accept being given the runaround regarding my rights and the information I have requested.
Cut...
Cut...
Furthermore, while I acknowledge your reference to Section 1 of your Terms of Use, it is important to note that any terms or conditions that violate South African law, including those set forth in POPIA, are not legally binding. Therefore, I maintain that I am entitled to access my personal information and account activity without any undue obstacles.
I insist that my complaint be forwarded to the relevant department for resolution. If my complaint is not addressed appropriately or if there is a failure to continue the trail interlay within your departments, I will not hesitate to maintain pressure with the Information Regulator to ensure compliance and resolution.
I expect a clear response regarding the "unusual activity" cited on my account, including the telephone recording of our interactions and reason for account closure even when on the same day Luno had requested documents and to verify those documents using the same date I was informed of the account closure.
I look forward to your prompt attention to these matters and expect a response that addresses my concerns substantively.
Kind regards,
EK
Eugene K's update25 Sept 2024, 20:13
Reviewer Update
Cut a snip of Lunos response on mail to exclude personal info. See below.
It's important to note Section 1 of our Term of Use
"By registering for and opening a Luno Account, you unconditionally accept these Terms and agree to be bound by and act in accordance with them. You also accept and agree that you are solely responsible for understanding and complying with all laws, rules, regulations, and requirements of the jurisdiction in which you live that may be applicable to your use of the Luno Site and/or your Luno Account, including but not limited to, those related to export or import activity, taxes or foreign currency transactions. Depending on your country of residence, you may not be able to use all the functions of the Luno Site.
Please read these Terms carefully before using the Luno Site because they affect your legal rights and obligations"
"The continued use of your Luno Account, after any amendment to these Terms, constitutes your acceptance of the Terms, as modified by such amendment. If you do not accept the Terms or any amendment to them, you must immediately stop using the Luno Site and your Luno Account."
In the case that you would like to formally raise a complaint, you are welcome to do so, we’ve outlined everything you need to know about the process here.
We're looking forward to hearing from you.
As you can see they still dont respond in accordance with POPIA.
Here is my cut response and cut to exclude personal info.
It's important to note Section 1 of our Term of Use
"By registering for and opening a Luno Account, you unconditionally accept these Terms and agree to be bound by and act in accordance with them. You also accept and agree that you are solely responsible for understanding and complying with all laws, rules, regulations, and requirements of the jurisdiction in which you live that may be applicable to your use of the Luno Site and/or your Luno Account, including but not limited to, those related to export or import activity, taxes or foreign currency transactions. Depending on your country of residence, you may not be able to use all the functions of the Luno Site.
Please read these Terms carefully before using the Luno Site because they affect your legal rights and obligations"
"The continued use of your Luno Account, after any amendment to these Terms, constitutes your acceptance of the Terms, as modified by such amendment. If you do not accept the Terms or any amendment to them, you must immediately stop using the Luno Site and your Luno Account."
In the case that you would like to formally raise a complaint, you are welcome to do so, we’ve outlined everything you need to know about the process here.
We're looking forward to hearing from you.
As you can see they still dont respond in accordance with POPIA.
Here is my cut response and cut to exclude personal info.
Hi Philip,
Thank you for your response.
I would like to clarify that I have already lodged a complaint under the Protection of Personal Information Act (POPIA), and I expect this matter to be addressed with the seriousness it warrants. I will not accept being given the runaround regarding my rights and the information I have requested.
Cut...
Cut...
Furthermore, while I acknowledge your reference to Section 1 of your Terms of Use, it is important to note that any terms or conditions that violate South African law, including those set forth in POPIA, are not legally binding. Therefore, I maintain that I am entitled to access my personal information and account activity without any undue obstacles.
I insist that my complaint be forwarded to the relevant department for resolution. If my complaint is not addressed appropriately or if there is a failure to continue the trail interlay within your departments, I will not hesitate to maintain pressure with the Information Regulator to ensure compliance and resolution.
I expect a clear response regarding the "unusual activity" cited on my account, including the telephone recording of our interactions and reason for account closure even when on the same day Luno had requested documents and to verify those documents using the same date I was informed of the account closure.
I look forward to your prompt attention to these matters and expect a response that addresses my concerns substantively.
Kind regards,
EK
Eugene K's updateReviewer Update
26 Sept 2024, 14:37After updating Hello Peter with the note above I still have no reply from Philip. I only got an email from a *** stating the information below. I cut the Funds amount as its personal information.
See them Highlight that they will make it a lengthy process to withdraw any remaining funds. in other words its my way or the high way attitude.
Hi Eugene
This is a follow-up to the email we sent you on 23-09-2024. A reminder that your account will be permanently closed on 30-09-2024 or once you have cleared your wallet of funds.
We have noticed that there are still funds remaining in your account. Please urgently clear your wallet of any funds, as any funds remaining in your wallet after 30-09-2024 will be subject to a lengthy claims process and may be subject to penalties.
We’ve reviewed the activity on your Luno account, and have made the decision to close it permanently. Our full account termination process is detailed in section 18 of our Terms of Use.
Please take note that:Any pending transactions in your Luno account have been cancelled.You will need to notify others to stop making any deposits and/or cryptocurrency transactions to your Luno account.
You have a combined total of ...... in your Luno wallet. We've given you temporary, limited access to your account to:Sell any cryptocurrency balances you have availableWithdraw any funds you have in your local currency wallet to a bank account held in your own name.
GO TO WALLET
Once your account has been closed, your personal information will be deleted subject to our data retention obligations. For more details, please see the Retention of personal data section in our Privacy Policy.
The decision to close your account is final. Please do not attempt to open another Luno account.
Thanks
Team Luno
This just shows you the kind of dealings you could have with them.
See them Highlight that they will make it a lengthy process to withdraw any remaining funds. in other words its my way or the high way attitude.
Hi Eugene
This is a follow-up to the email we sent you on 23-09-2024. A reminder that your account will be permanently closed on 30-09-2024 or once you have cleared your wallet of funds.
We have noticed that there are still funds remaining in your account. Please urgently clear your wallet of any funds, as any funds remaining in your wallet after 30-09-2024 will be subject to a lengthy claims process and may be subject to penalties.
We’ve reviewed the activity on your Luno account, and have made the decision to close it permanently. Our full account termination process is detailed in section 18 of our Terms of Use.
Please take note that:Any pending transactions in your Luno account have been cancelled.You will need to notify others to stop making any deposits and/or cryptocurrency transactions to your Luno account.
You have a combined total of ...... in your Luno wallet. We've given you temporary, limited access to your account to:Sell any cryptocurrency balances you have availableWithdraw any funds you have in your local currency wallet to a bank account held in your own name.
GO TO WALLET
Once your account has been closed, your personal information will be deleted subject to our data retention obligations. For more details, please see the Retention of personal data section in our Privacy Policy.
The decision to close your account is final. Please do not attempt to open another Luno account.
Thanks
Team Luno
This just shows you the kind of dealings you could have with them.
EK
Eugene K's update26 Sept 2024, 14:37
Reviewer Update
After updating Hello Peter with the note above I still have no reply from Philip. I only got an email from a *** stating the information below. I cut the Funds amount as its personal information.
See them Highlight that they will make it a lengthy process to withdraw any remaining funds. in other words its my way or the high way attitude.
Hi Eugene
This is a follow-up to the email we sent you on 23-09-2024. A reminder that your account will be permanently closed on 30-09-2024 or once you have cleared your wallet of funds.
We have noticed that there are still funds remaining in your account. Please urgently clear your wallet of any funds, as any funds remaining in your wallet after 30-09-2024 will be subject to a lengthy claims process and may be subject to penalties.
We’ve reviewed the activity on your Luno account, and have made the decision to close it permanently. Our full account termination process is detailed in section 18 of our Terms of Use.
Please take note that:Any pending transactions in your Luno account have been cancelled.You will need to notify others to stop making any deposits and/or cryptocurrency transactions to your Luno account.
You have a combined total of ...... in your Luno wallet. We've given you temporary, limited access to your account to:Sell any cryptocurrency balances you have availableWithdraw any funds you have in your local currency wallet to a bank account held in your own name.
GO TO WALLET
Once your account has been closed, your personal information will be deleted subject to our data retention obligations. For more details, please see the Retention of personal data section in our Privacy Policy.
The decision to close your account is final. Please do not attempt to open another Luno account.
Thanks
Team Luno
This just shows you the kind of dealings you could have with them.
See them Highlight that they will make it a lengthy process to withdraw any remaining funds. in other words its my way or the high way attitude.
Hi Eugene
This is a follow-up to the email we sent you on 23-09-2024. A reminder that your account will be permanently closed on 30-09-2024 or once you have cleared your wallet of funds.
We have noticed that there are still funds remaining in your account. Please urgently clear your wallet of any funds, as any funds remaining in your wallet after 30-09-2024 will be subject to a lengthy claims process and may be subject to penalties.
We’ve reviewed the activity on your Luno account, and have made the decision to close it permanently. Our full account termination process is detailed in section 18 of our Terms of Use.
Please take note that:Any pending transactions in your Luno account have been cancelled.You will need to notify others to stop making any deposits and/or cryptocurrency transactions to your Luno account.
You have a combined total of ...... in your Luno wallet. We've given you temporary, limited access to your account to:Sell any cryptocurrency balances you have availableWithdraw any funds you have in your local currency wallet to a bank account held in your own name.
GO TO WALLET
Once your account has been closed, your personal information will be deleted subject to our data retention obligations. For more details, please see the Retention of personal data section in our Privacy Policy.
The decision to close your account is final. Please do not attempt to open another Luno account.
Thanks
Team Luno
This just shows you the kind of dealings you could have with them.