unacceptable support and poor customer service

Item: Luno
Rating: 1
Author: Wayne B

Wayne Theo Botha I have the exact same problem .

For a company the size of luno, there should be 24/7 live support ect or at least a number to call.

The speed of response is absolutely appalling. 5 to 7 days response time to mails is just unacceptable.

I am still waiting for number change , when i try redo the number change , they say my number is already attached to my account , yet every time i want to do a transaction, they want me to authorize with my previous number ,

I feel a company of this size could quite easily upgrade their systems to withstand the customer amount, I'm sure they make plenty enough money to run a far better service.

Luno and their service is just unacceptable , an they care very little for their customers.

Helpful (0)

Replies (2)

Luno's replyOfficial

31 Dec 2020, 13:57

Hi Wayne B,
We’re so sorry to hear that you’ve had a bad experience with us.
We apologize for the length of time it has taken for us to address your query. Due to increased contact volumes this results in us taking longer than we’d like to get back to you, especially when we receive higher numbers of contacts than usual.
We know that it’s very frustrating to have to wait a long time to hear from us, so we’re always taking active steps to improve our response times.
We really appreciate your feedback and hope to earn back your trust soon.

^TH

Luno's reply31 Dec 2020, 13:57

Official

Wayne B's updateReviewer Update

02 Jan 2021, 10:05

still no response , 6 days later still no actions taken to change my number , still no mails received .........nothing at all.

since when is a financial institute allowed to operate with such incompetence?

Wayne B's update02 Jan 2021, 10:05

Reviewer Update