Since last night my wife Marlene and I having a problem with Luno to reply and act according to my emails

Since last night my wife Marlene and I having a problem with Luno to reply and act according to my emails.I was informed to verify my identity ,which I promptly did.at 08H40 I sent the email with my ID, Selfie and written note.They are pretending and or are denying that they have not yet received it in my mail. I want my old Luno Wallet to be updated immediately unless they have something to hide about my money does not reflect in the new wallet not verified !!!!!