Luno Support and Queries Thread

ambroseg1 said:
Can this guy get helped or not? This is the problem with businesses that do not list telephone numbers or addresses on their website. When customers are screwed over, like in the above instance, they are simply at the mercy of the ticket system with no recourse.
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He was replied to, and the ticket system is to ensure that we deal with the customer who owns the Luno account and not 3rd party representitives.
 
So today I received the following e-mail -

Sender: LUNO SA <[email protected]>
Subject: Ticket Number: 5028747

Your Luno Account requires profile synchronization due to "SSL" server Upgrade.

Click Here to synchronize your luno account Now

Failure to synchronize your luno account with 48 hours will lead to temporary Account suspension.

Thank
Questions? Visit the Help Centre
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I don't have any Luno account!
I don't even do crypto!
The hyperlinks embedded point to - tap-sd.org/wordpress/redirect.php.txt
 
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Hi, an account i have used numerous times to do withdrawals suddenly had withdrawal request cancelled due to invalid account, i cant get a number to call and emails never get response
 
We're really sorry to hear you have not had a good experience.

Please share your ticket number, we'll look into it to see what's gone wrong and help correct the issue :)
 
tawandadib said:
Hi, an account i have used numerous times to do withdrawals suddenly had withdrawal request cancelled due to invalid account, i cant get a number to call and emails never get response
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We're really sorry to hear you have not had a good experience.

Please share your ticket number, we'll look into it to see what's gone wrong and help correct the issue
 
I deposited money into my Luno account, using the immediate transfer option so I could get money within 3 hours. But I haven't received it yet. I was asked for proof of payment, which I sent but no response. Does this mean my query will be resolved only on Monday? Since they work on weekdays?

Edit: This really is unacceptable. I made the immediate transfer so I could buy cheaper and immediately.
 
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Sly21C said:
Edit: This really is unacceptable. I made the immediate transfer so I could buy cheaper and immediately.
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That's possibly the bank, not Lunos fault? Do banks process EFT's the whole weekend for immediate transfers?
 
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saor said:
That's possibly the bank, not Lunos fault? Do banks process EFT's the whole weekend for immediate transfers?
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Yes they do. I made immediate transfers almost all the time since last June last year, on weekends. It's definitely Luno's fault.

Edit: If Luno fails to deposit my money by, say, Tuesday, which organizations should I report them to? FSB maybe? And what other organization?
 
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Sly21C said:
Yes they do. I made immediate transfers almost all the time since last June last year, on weekends. It's definitely Luno's fault.
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From Luno's support pages:

Bank deposits are not processed on weekends or public holidays.
ZAR Up to 48 hours
https://www.luno.com/help/en/articles/11000022931-how-long-until-my-deposit-shows-in-my-luno-wallet
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It can take up to two business days for your money to show in your Luno wallet under certain circumstances. Please be patient. If it has taken longer than that, please upload a proof of payment here.
https://www.luno.com/help/en/articles/11000022932-things-you-need-to-know-about-deposits
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So yes - while weekend EFT's are sometimes processed, it's never guaranteed. I've never once had an issue with EFT's during the week and it's seldom to hear anyone report such an issue. Later in the weekends is a chance you take, regardless of the immediate transfer option you chose.

Edit: If Luno fails to deposit my money by, say, Tuesday, which organizations should I report them to? FSB maybe? And what other organization?
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Really?
Something doesn't go the way you expect and this is how you're responding?
 
saor said:
From Luno's support pages:

So yes - while weekend EFT's are sometimes processed, it's never guaranteed. I've never once had an issue with EFT's during the week and it's seldom to hear anyone report such an issue. Later in the weekends is a chance you take, regardless of the immediate transfer option you chose.

Really?
Something doesn't go the way you expect and this is how you're responding?
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They are not consistent. Why do they "sometimes" deposit my funds during weekends? Why don't they stick to only depositing only on weekdays? Why do they raise people's expectations and deposit funds on weekends, but when they don't feel up to the task they choose not to deposit?

What if I wanted to quickly (hence the immediate bank transfer, which is not cheap by the way) buy Bitcoin while it was R96k, but because they felt like not processing my transaction on a particular weekend, the Bitcoin price now went to R110k? And that's almost exactly the reason why I did the immediate transfer, except I did it because of an alt coin. It worked for me in the past (last year), with no issues. But why not now?

And yes, if Luno is not going to immediately deposit my money then there's no use for me to use them. The only reason I use Luno is because I know my funds will be deposited in a day or so. So there's no incentive for me to use Luno then. I'll rather use swift to transfer from my bank to Bitstamp or Lykke, then buy Bitcoin then. Using bitstamp and lykke is also cheaper than using Luno. Luno charge exorbitant fees. I was willing to pay for those expensive trading fees, if my funds could be processed almost immediately, and not after days.

Sent from my WAS-LX1 using Tapatalk
 
Sly21C said:
They are not consistent. Why do they "sometimes" deposit my funds during weekends? Why don't they stick to only depositing only on weekdays? Why do they raise people's expectations and deposit funds on weekends, but when they don't feel up to the task they choose not to deposit?
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soar I have to agree with Sly just based on this first paragraph.
He basically wants the "rules" to be clear. That way he will know his limitations.
 
Who do you bank with Sly21C?

If the 'instant' transfer was done from ABSA then ABSA is almost definitely responsible for the delay. I have had clients pay me from ABSA to FNB on weekends a couple of times with the instant option and payment only reflected on Monday.
 
Sly21C said:
They are not consistent. Why do they "sometimes" deposit my funds during weekends? Why don't they stick to only depositing only on weekdays? Why do they raise people's expectations and deposit funds on weekends, but when they don't feel up to the task they choose not to deposit?
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I still get the feeling it's the bank. I can't imagine any reason why their system would delay the funds if an EFT has been received. But yeah, I realize how frustrating it is. I've asked them in the past about credit card or snapscan for the weekends but they don't seem interested (along with updating their charts etc).

And yes, if Luno is not going to immediately deposit my money then there's no use for me to use them. The only reason I use Luno is because I know my funds will be deposited in a day or so. So there's no incentive for me to use Luno then. I'll rather use swift to transfer from my bank to Bitstamp or Lykke, then buy Bitcoin then.
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Maybe I'm missing something here, but:

Your issue with Luno is your ZAR isn't deposited immediately.
Your solution is to international deposit. How long do you think swift transfers take?
 
Transferred R120 FNB to FNB last night and it reflected at Luno 9 minutes later (based on the email time stamps).
 
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