1 reviews | Active since Jul 2025
Poor service, accountability and no action from management.
I made a R20 000.00 deposit to my Luno account on 11 July 2025 using the same account, reference number, and method I’ve always used. This payment has not been allocated to my account, nor refunded. I submitted my bank statement (12 June – 17 July 2025) showing the transaction clearly. Yet, I keep receiving inconsistent and unhelpful responses from different agents and the Luno Customer Success Team – some claim the funds were returned, others say the case is resolved, yet nothing has been done. I keep being thanked for my patience and told “someone will get back to you soon” – over and over again – as if I’m dealing with a robot, not a real person. To prove the issue isn’t on my side, I made another R15,000 deposit on 14 July, and another R35000.00 payment on 23 July 2025, using the exact same process. Both payments were reflected in my account within 30 minutes – as they always have before. So why is the 11 July deposit still missing? I’ve been going in circles for 4 weeks. I’ve asked for a senior manager to call me back, which continues to be ignored. Support keeps asking for the same information I already submitted or gives conflicting explanations. This delay has caused me to miss out on a crypto trade due to no fault of my own. I've deposited and withdrawn many times before without issue – I know how this is supposed to work. I want answers: 1. Where are my funds? 2. Why was I told the money was returned – with no proof? 3. Why has no senior staff member contacted me? 4. When will this finally be resolved?
This entire experience has been deeply frustrating and reflects a serious lack of accountability. I now demand a clear resolution and prompt feedback from a senior team member who is willing to take ownership and actually resolve this matter.
Our diligent payments team are working on this investigation, and further updates will be provided to you on your ticket #***. We truly understand how important this matter is to you, and please know that our team is dedicated to keeping you informed. They will reach out to you directly as soon as they have an update.
>EM
Our diligent payments team are working on this investigation, and further updates will be provided to you on your ticket #***. We truly understand how important this matter is to you, and please know that our team is dedicated to keeping you informed. They will reach out to you directly as soon as they have an update.
>EM
I was hoping senior management would at least reach out but again just an automatic reply with no real customer Service or sincerity.
I was hoping senior management would at least reach out but again just an automatic reply with no real customer Service or sincerity.
It has now been another 48 hours since my last request, and I have still not received any response from anyone at Luno.
I demand a clear resolution and prompt feedback from a senior team member who is willing to take ownership and actually resolve this matter.
It has now been another 48 hours since my last request, and I have still not received any response from anyone at Luno.
I demand a clear resolution and prompt feedback from a senior team member who is willing to take ownership and actually resolve this matter.
It’s become clear that Luno has shown little to no interest in assisting clients who rely on this platform to invest in crypto. I have lost not only the potential interest on my deposit, but also the opportunity to trade and grow my crypto portfolio.
Let’s see what the next reply from Luno will be — so far, I’ve received nothing constructive beyond the repeated “we are looking into this matter.” After 28 days, that’s shocking, to say the least.
It’s incredibly disappointing to see how little regard is given to customer care or acting in the best interests of your users.
It’s become clear that Luno has shown little to no interest in assisting clients who rely on this platform to invest in crypto. I have lost not only the potential interest on my deposit, but also the opportunity to trade and grow my crypto portfolio.
Let’s see what the next reply from Luno will be — so far, I’ve received nothing constructive beyond the repeated “we are looking into this matter.” After 28 days, that’s shocking, to say the least.
It’s incredibly disappointing to see how little regard is given to customer care or acting in the best interests of your users.
It’s unfortunate that it took an entire month to reach a resolution. This has been my first experience of poor service from Luno, and I trust that my concerns and complaint have been escalated to senior management to help prevent similar issues in future.
That said, I will continue to remain a Luno client.
It’s unfortunate that it took an entire month to reach a resolution. This has been my first experience of poor service from Luno, and I trust that my concerns and complaint have been escalated to senior management to help prevent similar issues in future.
That said, I will continue to remain a Luno client.
Thank you very much for confirming that your funds have been credited and for letting us know that your query has been resolved.
We sincerely apologise for the delays and frustration you experienced throughout this process. We absolutely understand how important timely resolution and regular communication are, and your feedback has been shared with our senior management team to ensure similar issues are addressed promptly in future.
Your experience does not reflect the service we strive to provide, and we’re committed to learning from your case to improve both our processes and our customer support going forward.
Thank you for your patience and for choosing to remain a Luno client. ^RD
Thank you very much for confirming that your funds have been credited and for letting us know that your query has been resolved.
We sincerely apologise for the delays and frustration you experienced throughout this process. We absolutely understand how important timely resolution and regular communication are, and your feedback has been shared with our senior management team to ensure similar issues are addressed promptly in future.
Your experience does not reflect the service we strive to provide, and we’re committed to learning from your case to improve both our processes and our customer support going forward.
Thank you for your patience and for choosing to remain a Luno client. ^RD