JP
Jannie P
1 reviews | Active since Apr 2024
15 Apr 2024, 17:04
Zero feedback/response from Luno on Crypto withdrawal block
It seems like Luno is in trouble if I look at all the complaints about locked accounts. My account can't send crypto to another platform but there is no reasons given - just a pop up saying "sorry for the interruption we couldn't complete the action - Contact us" - but you cannot contact them - you can only talk to a robot that gives you a reference number and tells you that Luno support will contact you - but to no avail - no response from Luno whatsoever. I've even sent an e-mail to their complaints email address - but still no response. Luno is dead silent - makes me worried that Luno is in trouble as it seems like they don't have enough funds/crypto to honor their clients investments. You can well deposit money in Luno, which Luno gladly accepts, and buy crypto on Luno - but then your crypto and funds are stuck - maybe the ombudsman is the next step ? I have already enquired 7 times - still no response from Luno.
Helpful (0)
Replies (5)0
Replies (5)
Luno's replyOfficial
15 Apr 2024, 21:53Hi Jannie,
We regret to note your rating and review and apologise for any inconvenience caused.
I can see that your query has been escalated and is currently being handled by a specialized team of ours.
As we are regrettably unable to assist you here due to the nature of your query, please keep an eye out for communication from us via email.
Take care and stay safe.
^RB
We regret to note your rating and review and apologise for any inconvenience caused.
I can see that your query has been escalated and is currently being handled by a specialized team of ours.
As we are regrettably unable to assist you here due to the nature of your query, please keep an eye out for communication from us via email.
Take care and stay safe.
^RB
Luno's reply15 Apr 2024, 21:53
Official
Hi Jannie,
We regret to note your rating and review and apologise for any inconvenience caused.
I can see that your query has been escalated and is currently being handled by a specialized team of ours.
As we are regrettably unable to assist you here due to the nature of your query, please keep an eye out for communication from us via email.
Take care and stay safe.
^RB
We regret to note your rating and review and apologise for any inconvenience caused.
I can see that your query has been escalated and is currently being handled by a specialized team of ours.
As we are regrettably unable to assist you here due to the nature of your query, please keep an eye out for communication from us via email.
Take care and stay safe.
^RB
JP
Jannie P's updateReviewer Update
16 Apr 2024, 09:11As everyone can see Luno is just giving a generic response without any substance - I've been keeping an eye open for any response from Luno for 10 days - not even an acknowledgement that I requested assistance apart from a robot generated reference number that is of no use. Can Luno please respond if it is acceptable to have no feedback for 10 days and if that your so called "specialized team" are that slow as well as what the response turn around timeframe for Luno is - all other platforms I ever had a query on / needed assistance from responded within 48 hours.
JP
Jannie P's update16 Apr 2024, 09:11
Reviewer Update
As everyone can see Luno is just giving a generic response without any substance - I've been keeping an eye open for any response from Luno for 10 days - not even an acknowledgement that I requested assistance apart from a robot generated reference number that is of no use. Can Luno please respond if it is acceptable to have no feedback for 10 days and if that your so called "specialized team" are that slow as well as what the response turn around timeframe for Luno is - all other platforms I ever had a query on / needed assistance from responded within 48 hours.
Luno's replyOfficial
16 Apr 2024, 12:24Hi Jannie,
We're sincerely sorry for the delay in your query being resolved.
The specialized team in question is working through a backlog of queries, but we can confirm that the team has since followed up with you and look forward to your response so that this matter can be resolved.
We appreciate your understanding and cooperation.
^CP
We're sincerely sorry for the delay in your query being resolved.
The specialized team in question is working through a backlog of queries, but we can confirm that the team has since followed up with you and look forward to your response so that this matter can be resolved.
We appreciate your understanding and cooperation.
^CP
Luno's reply16 Apr 2024, 12:24
Official
Hi Jannie,
We're sincerely sorry for the delay in your query being resolved.
The specialized team in question is working through a backlog of queries, but we can confirm that the team has since followed up with you and look forward to your response so that this matter can be resolved.
We appreciate your understanding and cooperation.
^CP
We're sincerely sorry for the delay in your query being resolved.
The specialized team in question is working through a backlog of queries, but we can confirm that the team has since followed up with you and look forward to your response so that this matter can be resolved.
We appreciate your understanding and cooperation.
^CP
JP
Jannie P's updateReviewer Update
16 Apr 2024, 15:26Again not the truth - don't know who gave you the information that the team has since followed up with me as they did not - so I can therefor not give a response to something I did not receive. And you still didn't answer the questions I posted earlier.
JP
Jannie P's update16 Apr 2024, 15:26
Reviewer Update
Again not the truth - don't know who gave you the information that the team has since followed up with me as they did not - so I can therefor not give a response to something I did not receive. And you still didn't answer the questions I posted earlier.
Luno's replyOfficial
21 Apr 2024, 14:15Hi Jannie,
Thank you for sending your requested documents. We appreciate your cooperation and understanding and apologise for any inconvenience caused.
Feel free to reach out to us if you have any questions and we'll ensure that you're further assisted.
^RB
Thank you for sending your requested documents. We appreciate your cooperation and understanding and apologise for any inconvenience caused.
Feel free to reach out to us if you have any questions and we'll ensure that you're further assisted.
^RB
Luno's reply21 Apr 2024, 14:15
Official
Hi Jannie,
Thank you for sending your requested documents. We appreciate your cooperation and understanding and apologise for any inconvenience caused.
Feel free to reach out to us if you have any questions and we'll ensure that you're further assisted.
^RB
Thank you for sending your requested documents. We appreciate your cooperation and understanding and apologise for any inconvenience caused.
Feel free to reach out to us if you have any questions and we'll ensure that you're further assisted.
^RB