Refund not honored by Luno

Hi my name is Lucily Leibrandt ... I opend a Luno account and all looked well i then paid R2000 (zar) on the 14th of December 2020 into my Luno account and purchased bitcoin... My partner then transferred R97900 (zar) on the 15th Dec 2020 from his business account into my Luno account.. Luno then asked me to verify my account while blocking my money in my Luno Account... I then followed the verification steps on my Luno account... Luno then sent me an email requesting me to send a pic of my self holding my ID document and a page saying for Luno use only of which I did.. Luno then proceeded to reject my account. At this stage I was panicking I then sent an Email requesting a refund i also included proof of payment, my Partners ID copy and the CK documents proving that Mr Leibrandt is the person who paid the money into my Luno account and that he is the director of the company. Luno then send an email requesting to call me.. A gentleman by the name of Clarence said that he would call me... He did on the 18th Dec 2020 and spoke to Mr Leibrandt who at the time put Mr Clarence from the Luno team on loud speaker so that I could also hear.. Mr Clarence proceeded to ask some security questions of which he was happy that he was speaking to the right people from the Luno account belonging to Lucily Leibrandt. He then promised to refund my money from my Luno Account back to the business account.. He said back to the 3rd party account that was his exact words I lisened to that telephone call several times as it was recorded as he also mentioned that Luno was recording it. A few days later mr Clarence then requested the banking details to which Luno would do the Eft refund into the account.. So i sent the business account details.. 2 days past and still no refund... Mr Leibrandt then sent him another email reminding Mr Clarence about the refund, of which he said that Luno is busy with the refund... On the 31st December 2020 I received an email saying that the refund is requested by me and it will be processed.. 2mins later I received another email from Luno stating that the refund (eft) cannot be done as the Luno account name and the bank account is not in the same name.. I got annoyed sent an email to Mr Clarence requesting to use my personal bank account which is my absa bank in my name which is in the same name as my Luno account... Mr Clarence never emailed me back nor did he make the refund.. I proceeded to send numerous emails to Luno support as well as a personal email to Mr Marcus Swanepoel the CEO of Luno who did not even bother to respond to my email which is so unprofessional... On the 4th January 2021 my father in law passed away and now we really need this money as we have to make funeral arrangements.. On the 4th Jan 2021 Luno responded to my email saying that the refund was done and it was done to the 3rd party account of which i responded to a lady named Stacy from the Luno success team informing her that it was not done and that Luno sent me an email that it was not Don due to the name of the accounts and banking account not being in the same name I then sent her my personal banking account requesting the eft refund as promised by Luno.. She at least said if the money is not in by the 6th that I must let her know so I did via email but to no avail.. The money has not yet been refunded we have no money for my father in laws funeral and we are literally struggling to make ends meet.. I think that Luno is the most unprofessional company and I will be opening a case of ***** and theft against Luno and the ceo Mr Marcus Swanepoel I will also be taking this to the news papers I have been requesting a refund from Luno from the 17th Dec 2020 till even today the 7th January 2021. I would like to discourage all members from using Luno they are unprofessional and keeping my money is theft not to mention **********.