Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Luno is praised for a simple, fast platform but undermined by support failures. Customers consistently describe the app as user friendly with quick deposits and withdrawals, reflected in Process Efficiency & Turnaround (3.8). A recurring theme, however, is unanswered tickets, chatbot loops and frozen accounts, which pull Communication & Responsiveness (1.7) and Customer Service & Professional Guidance (2.6) sharply lower.
Top Strengths:
- •Process Efficiency & Turnaround: Customers repeatedly describe onboarding, buying and selling as simple and quick, even for first time investors. The clean interface, fast navigation, direct bank deposits and the addition of stocks and ETFs are recurring points of praise.
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 53m
TrustIndex
7.5
Ranking
#4
in Payments & Fintech
Reply Time
16h 55m
NPS Score
31
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 53m
Nov '25 - Oct '26
Frequently Asked Questions About Luno
What do customers say about Luno?
Based on recent customer reviews, Luno is praised for a simple, fast platform but undermined by support failures. Customers consistently describe the app as user friendly with quick deposits and withdrawals, reflected in Process Efficiency & Turnaround (3.8). A recurring theme, however, is unanswered tickets, chatbot loops and frozen accounts, which pull Communication & Responsiveness (1.7) and Customer Service & Professional Guidance (2.6) sharply lower.
What is Luno's biggest strength?
Luno's biggest strength, according to Hellopeter's AI analysis, is Process Efficiency & Turnaround. Customers repeatedly describe onboarding, buying and selling as simple and quick, even for first time investors. The clean interface, fast navigation, direct bank deposits and the addition of stocks and ETFs are recurring points of praise.
What are the most common complaints about Luno?
The most common complaint about Luno, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Professional Guidance. While a few named consultants earn strong praise, a dominant pattern is the Toshi chatbot never handing over to a human, no phone line, and copy paste troubleshooting that leaves locked out customers without ownership or resolution.
How does Luno compare to other Payments & Fintech companies?
Luno scores 3.1 out of 5 on Hellopeter's AI analysis of service quality in Payments & Fintech, compared to the Payments & Fintech industry average of 2.6. Their strongest theme is Onboarding & Setup (4.1); their weakest is Account Security (2.1). The top AI-rated Payments & Fintech business on Hellopeter is mama money (4.1). How is the AI Score calculated? →
Is Luno trustworthy?
Luno has a TrustIndex of 7.5 out of 10 on Hellopeter, based on 390 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 14 hours 53 min. Hellopeter has tracked Luno across 2,371 total reviews. How is the TrustIndex calculated? →
Recent reviews (390)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2018
still waiting on my deposit
no after service useless i will try my best to get money out of this application or program and move to altcointrader. they have this chat bot that so useless does not help with the issue you have. im waiting for my R10 000 to be credited to my *** account and no help im not letting they get away with this type of money. and they system keep on closing my ticket when i log a request, so people dont be fool on this one.
1 reviews | Active since Oct 2018
still waiting on my deposit
no after service useless i will try my best to get money out of this application or program and move to altcointrader. they have this chat bot that so useless does not help with the issue you have. im waiting for my R10 000 to be credited to my *** account and no help im not letting they get away with this type of money. and they system keep on closing my ticket when i log a request, so people dont be fool on this one.
1 reviews | Active since May 2017
Locked out of account stuck in endless support loop regarding phone number change with no resolution [Ticket #***]
I am locked out of my Luno account because my phone number changed, preventing me from resetting my password. Every support response I receive (Ticket #***) is a standard automated reply instructing me to update my details from within account settings. This is impossible while locked out. I have been struggling with this issue since 14 September with extremely poor service from your support team (Kayleigh). The Chatbot Toshi is of no use in this matter either. I require a human support representative to process manual identity verification (selfie with ID and handwritten note) so my phone number can be updated and my access restored. A formal complaint has been emailed to ***. Please reach out directly to resolve this ticket.
1 reviews | Active since May 2017
Locked out of account stuck in endless support loop regarding phone number change with no resolution [Ticket #***]
I am locked out of my Luno account because my phone number changed, preventing me from resetting my password. Every support response I receive (Ticket #***) is a standard automated reply instructing me to update my details from within account settings. This is impossible while locked out. I have been struggling with this issue since 14 September with extremely poor service from your support team (Kayleigh). The Chatbot Toshi is of no use in this matter either. I require a human support representative to process manual identity verification (selfie with ID and handwritten note) so my phone number can be updated and my access restored. A formal complaint has been emailed to ***. Please reach out directly to resolve this ticket.
1 reviews | Active since Sept 2026
WORST CRYPTO EXCHANGE
DO NOT USE THIS Exchange!! , They have a flawed app that causes transactions to be void (QR scans don't prompt the wallet tag) . When trying to retrieve your funds they will hit you with the classic " We are experiencing backlog" . Days turn to weeks and weeks to Months with this exchange...Until you eventually forget . I even got the exchange I tried sending the money to, to fix the issue . The best they could do was send it back to Lunos main Reserve wallet. Luno has my money and waiting for the next bullrun I guess lol. I have made peace with my Hefty crypto bag I lost due to Lunos poor and nonchalant approach . Luno support if you reading this don't even bother commenting the good ol " Sorry to hear , We are looking into it" You guys couldn't care less ….
1 reviews | Active since Sept 2026
WORST CRYPTO EXCHANGE
DO NOT USE THIS Exchange!! , They have a flawed app that causes transactions to be void (QR scans don't prompt the wallet tag) . When trying to retrieve your funds they will hit you with the classic " We are experiencing backlog" . Days turn to weeks and weeks to Months with this exchange...Until you eventually forget . I even got the exchange I tried sending the money to, to fix the issue . The best they could do was send it back to Lunos main Reserve wallet. Luno has my money and waiting for the next bullrun I guess lol. I have made peace with my Hefty crypto bag I lost due to Lunos poor and nonchalant approach . Luno support if you reading this don't even bother commenting the good ol " Sorry to hear , We are looking into it" You guys couldn't care less ….
1 reviews | Active since Nov 2017
Luno’s Repetitive Responses and Lack of Meaningful Progress Update
It is extremely concerning that my emails to Luno are being responded to by different representatives — Joe, Chelsea, Maya, Mzu and Devon — yet I am still not receiving a clear, substantive answer about the progress of my query. The responses are repetitive and appear generic, rather than addressing the specific questions I have repeatedly raised. I am being told that my matter is “under investigation” and that it has been escalated to a specialised team, but no meaningful progress update, findings, or clear indication of what remains outstanding is being provided. After all the documents and information I have supp****, I should not have to repeatedly chase Luno simply to find out what is happening with my case. This level of communication is completely unacceptable and extremely disappointing. I expect a proper human response that directly addresses my questions and provides a meaningful update on the progress and next steps of my matter.Luno’s Repetitive Responses and Lack of Meaningful Progress Update
1 reviews | Active since Nov 2017
Luno’s Repetitive Responses and Lack of Meaningful Progress Update
It is extremely concerning that my emails to Luno are being responded to by different representatives — Joe, Chelsea, Maya, Mzu and Devon — yet I am still not receiving a clear, substantive answer about the progress of my query. The responses are repetitive and appear generic, rather than addressing the specific questions I have repeatedly raised. I am being told that my matter is “under investigation” and that it has been escalated to a specialised team, but no meaningful progress update, findings, or clear indication of what remains outstanding is being provided. After all the documents and information I have supp****, I should not have to repeatedly chase Luno simply to find out what is happening with my case. This level of communication is completely unacceptable and extremely disappointing. I expect a proper human response that directly addresses my questions and provides a meaningful update on the progress and next steps of my matter.Luno’s Repetitive Responses and Lack of Meaningful Progress Update
1 reviews | Active since Nov 2017
LUNO – SIX YEARS LATER, MY REFUND IS STILL NOT RESOLVED
LUNO – SIX YEARS LATER, MY REFUND IS STILL NOT RESOLVED I am extremely disappointed with the way Luno has handled my refund matter. This transaction dates back approximately six years. Luno previously confirmed that the funds were reversed on 6 August 2021 to the bank account from which the original transaction was made. That business bank account has since been closed, meaning the funds could no longer be transferred back to that account. I have fully cooperated with Luno and provided the documentation requested, including proof of directorship and company deregistration documentation. I subsequently provided my African Bank account as an alternative payout destination, which Luno has confirmed is verified. After I escalated the matter, Luno referred it to a specialised team for review. I was given a 7-business-day target for a detailed update. Instead of a resolution, I have continued receiving responses stating that the review is ongoing and that no timeframe can be provided. Luno has now stated that payment depends on the outcome of the review and the required authorisation, while confirming that my verified African Bank account remains the designated payout destination. At this stage, I need clear answers: • What exactly is still being reviewed? • What happened to the funds after Luno says they were reversed on 6 August 2021? • Have the funds been located or traced? • What “required authorisation” is still outstanding? • Has payment to my verified African Bank account been approved, is it awaiting approval, or is something else preventing payment? • What specifically remains outstanding before my funds can be released? And if the outcome of this review is that my payment is rejected, I want Luno to clearly explain what happens to my funds. Who ultimately benefits from money that belongs to me if Luno refuses to release it? Where are those funds currently held, and on what basis would Luno retain them? I have provided the documentation requested and a verified alternative bank account. I should not be expected to accept an indefinite review after approximately six years, particularly after already being given a 7-business-day timeframe for an update. I am not asking for another generic response telling me that the matter is being reviewed. I am requesting a substantive explanation of where the matter currently stands and what is required for payment to be made. Luno, I am requesting the return of my funds to my verified African Bank account and a clear written explanation of the current status. I also expect Luno to acknowledge the financial disruption and inconvenience caused by having this matter unresolved for approximately six years. Six years is more than enough time. I need my money returned.
1 reviews | Active since Nov 2017
LUNO – SIX YEARS LATER, MY REFUND IS STILL NOT RESOLVED
LUNO – SIX YEARS LATER, MY REFUND IS STILL NOT RESOLVED I am extremely disappointed with the way Luno has handled my refund matter. This transaction dates back approximately six years. Luno previously confirmed that the funds were reversed on 6 August 2021 to the bank account from which the original transaction was made. That business bank account has since been closed, meaning the funds could no longer be transferred back to that account. I have fully cooperated with Luno and provided the documentation requested, including proof of directorship and company deregistration documentation. I subsequently provided my African Bank account as an alternative payout destination, which Luno has confirmed is verified. After I escalated the matter, Luno referred it to a specialised team for review. I was given a 7-business-day target for a detailed update. Instead of a resolution, I have continued receiving responses stating that the review is ongoing and that no timeframe can be provided. Luno has now stated that payment depends on the outcome of the review and the required authorisation, while confirming that my verified African Bank account remains the designated payout destination. At this stage, I need clear answers: • What exactly is still being reviewed? • What happened to the funds after Luno says they were reversed on 6 August 2021? • Have the funds been located or traced? • What “required authorisation” is still outstanding? • Has payment to my verified African Bank account been approved, is it awaiting approval, or is something else preventing payment? • What specifically remains outstanding before my funds can be released? And if the outcome of this review is that my payment is rejected, I want Luno to clearly explain what happens to my funds. Who ultimately benefits from money that belongs to me if Luno refuses to release it? Where are those funds currently held, and on what basis would Luno retain them? I have provided the documentation requested and a verified alternative bank account. I should not be expected to accept an indefinite review after approximately six years, particularly after already being given a 7-business-day timeframe for an update. I am not asking for another generic response telling me that the matter is being reviewed. I am requesting a substantive explanation of where the matter currently stands and what is required for payment to be made. Luno, I am requesting the return of my funds to my verified African Bank account and a clear written explanation of the current status. I also expect Luno to acknowledge the financial disruption and inconvenience caused by having this matter unresolved for approximately six years. Six years is more than enough time. I need my money returned.
1 reviews | Active since Mar 2025
EXTREMELY FRUSTRATING AND INSENSITIVE HANDLING OF A DECEASED ESTATE
LUNO – EXTREMELY FRUSTRATING AND INSENSITIVE HANDLING OF A DECEASED ESTATE My late husband's executors have been trying to access and withdraw the funds from his Luno account since 2024, and the process has been nothing short of frustrating. Despite Luno being informed that the account holder is deceased and the necessary estate process being followed, we continuously receive new administrative requests and obstacles. Every time we believe the matter is progressing, another requirement suddenly appears. The most unbelievable part is that Luno has sent authentication links requiring my late husband to verify/authenticate his account by submitting a video. How exactly is a deceased person supposed to complete a video verification? This is not only administratively *********** but also extremely insensitive. Surely, once a customer has been formally reported as deceased and the executors have provided the appropriate legal documentation, the matter should be handled through a dedicated deceased-estate process — not through automated verification processes designed for a living account holder. We have been struggling with this since April, with no resolution in sight. Instead of receiving a clear, consolidated list of everything required and having the matter handled by one competent person, we seem to be caught in an endless cycle of new requests and automated processes. Luno, please urgently review this matter and assign it to someone who understands the administration of a deceased estate. We are simply asking for the funds belonging to my late husband's estate to be dealt with through the proper legal process — without continuously being asked to make a deceased person authenticate himself. This has gone on long enough. We need a proper resolution.
1 reviews | Active since Mar 2025
EXTREMELY FRUSTRATING AND INSENSITIVE HANDLING OF A DECEASED ESTATE
LUNO – EXTREMELY FRUSTRATING AND INSENSITIVE HANDLING OF A DECEASED ESTATE My late husband's executors have been trying to access and withdraw the funds from his Luno account since 2024, and the process has been nothing short of frustrating. Despite Luno being informed that the account holder is deceased and the necessary estate process being followed, we continuously receive new administrative requests and obstacles. Every time we believe the matter is progressing, another requirement suddenly appears. The most unbelievable part is that Luno has sent authentication links requiring my late husband to verify/authenticate his account by submitting a video. How exactly is a deceased person supposed to complete a video verification? This is not only administratively *********** but also extremely insensitive. Surely, once a customer has been formally reported as deceased and the executors have provided the appropriate legal documentation, the matter should be handled through a dedicated deceased-estate process — not through automated verification processes designed for a living account holder. We have been struggling with this since April, with no resolution in sight. Instead of receiving a clear, consolidated list of everything required and having the matter handled by one competent person, we seem to be caught in an endless cycle of new requests and automated processes. Luno, please urgently review this matter and assign it to someone who understands the administration of a deceased estate. We are simply asking for the funds belonging to my late husband's estate to be dealt with through the proper legal process — without continuously being asked to make a deceased person authenticate himself. This has gone on long enough. We need a proper resolution.