1 reviews | Active since May 2023
Terrible support
I reported a serious ****/***** incident on my Luno account on 15 May after thousands of rands worth of XRP was ****med out of my account, and since then I have received virtually no meaningful support from Luno.
I have not been contacted by an actual person. No phone call, no proper follow-up, no attempt to understand the situation in detail or assist me through what is clearly a very serious matter involving ***** and financial loss.
The customer support system feels completely disconnected and ineffective. You are forced to communicate through a chatbot, which then sends automated emails, but when you respond and try to explain what actually happened, you hear nothing back from a real human being.
What makes this even more frustrating is that there is very limited space to properly explain the incident or upload evidence. You can only attach a few screenshots, which is nowhere near enough to fully show the extent of what happened or present a complete timeline of events.
We are talking about a crime involving a substantial amount of money, yet days go by with no meaningful communication, urgency, or support. As a customer, this is incredibly disappointing and upsetting.
I expected far more assistance, compassion, and urgency from a platform trusted with people’s finances.
What is most concerning is not only the loss itself, but the complete lack of meaningful human support throughout this process.
At no point was I contacted by phone, guided through the situation properly, or given the opportunity to fully explain the incident to an actual person.
Instead, I was left dealing with automated systems, delayed responses, and generic replies while trying to report a highly distressing and time-sensitive matter involving over R100,000.+
I understand the risks involved with cryptocurrency transactions, but I expected far more from a financial platform trusted with people’s money.
Even if funds cannot be recovered, there should still be proper investigation procedures, escalation processes, wallet tracing, or at the very least genuine customer care and communication.
The fact that customers are limited in how much evidence they can provide, while receiving little to no meaningful engagement afterward, is deeply disappointing.
This entire experience has left me feeling ignored and dismissed during one of the most stressful situations imaginable. Telling a customer “nothing can be done” after days of little support is simply not good enough.
What is most concerning is not only the loss itself, but the complete lack of meaningful human support throughout this process.
At no point was I contacted by phone, guided through the situation properly, or given the opportunity to fully explain the incident to an actual person.
Instead, I was left dealing with automated systems, delayed responses, and generic replies while trying to report a highly distressing and time-sensitive matter involving over R100,000.+
I understand the risks involved with cryptocurrency transactions, but I expected far more from a financial platform trusted with people’s money.
Even if funds cannot be recovered, there should still be proper investigation procedures, escalation processes, wallet tracing, or at the very least genuine customer care and communication.
The fact that customers are limited in how much evidence they can provide, while receiving little to no meaningful engagement afterward, is deeply disappointing.
This entire experience has left me feeling ignored and dismissed during one of the most stressful situations imaginable. Telling a customer “nothing can be done” after days of little support is simply not good enough.