Luno support is non-existent

jibo82

jibo82

Well-Known Member
Joined
Aug 15, 2008
Messages
445
Reaction score
297
Location
Mordor
I am locked out of my account and dont have access to my 2fa, so i used the option (which is now no longer avilable) to provide by details to disable 2fa. I received an automated email with a reference. This was over a week ago. Since then i received no communication from them. I have sent 5 follow-up emails to the support team but to no avail. I also posted a complaint about them on HelloPeter and received a generic response requesting the reference number, I responded with the reference number but again I have not received any response.

What is going on? I understand that Luno was recently bought over by a larger crypto company. If my recent interaction is anything to go by then people should beware. Its as if they got rid of all their support staff or cut the support staff down and are unable to handle the load.
 
That's terrible, sorry, I hope you come right.
For what it's worth, I had similar issues with them in 2018 or so. Finally got resolved. I haven't used them since and for my ZAR purchases only use Valr.
 
Try dming their Twitter account. They reply relatively quickly from my experience.
 
I would also recommend Twitter or getting someone on the phone if possible.

A mate of mine had a bizarre issue where he simply did not receive emails back from them, even after changing to different email address and I think different email provider.

Wonder if you don’t have a similar thing going on.

When I cocked up my 2FA last year getting a new phone it was a reasonably quick two day process.
 
bijosn said:
I am locked out of my account and dont have access to my 2fa, so i used the option (which is now no longer avilable) to provide by details to disable 2fa. I received an automated email with a reference. This was over a week ago. Since then i received no communication from them. I have sent 5 follow-up emails to the support team but to no avail. I also posted a complaint about them on HelloPeter and received a generic response requesting the reference number, I responded with the reference number but again I have not received any response.

What is going on? I understand that Luno was recently bought over by a larger crypto company. If my recent interaction is anything to go by then people should beware. Its as if they got rid of all their support staff or cut the support staff down and are unable to handle the load.
Click to expand...
We're sorry to hear about this experience.

We've since responded on a different thread and our Support Team has been in touch with you.

If anyone still has outstanding issues, please share your ticket number in response to this thread.
 
Lunomoney said:
We're sorry to hear about this experience.

We've since responded on a different thread and our Support Team has been in touch with you.

If anyone still has outstanding issues, please share your ticket number in response to this thread.
Click to expand...
Jeez, thought you were gone for good. Nice to have you back.
 
Apologies for the late reply, they were able to resolve my issue. All good now. Thanks Luno support.
 
bijosn said:
I am locked out of my account and dont have access to my 2fa, so i used the option (which is now no longer avilable) to provide by details to disable 2fa. I received an automated email with a reference. This was over a week ago. Since then i received no communication from them. I have sent 5 follow-up emails to the support team but to no avail. I also posted a complaint about them on HelloPeter and received a generic response requesting the reference number, I responded with the reference number but again I have not received any response.

What is going on? I understand that Luno was recently bought over by a larger crypto company. If my recent interaction is anything to go by then people should beware. Its as if they got rid of all their support staff or cut the support staff down and are unable to handle the load.
Click to expand...
Dont worry about it too much, they will call you. I did wait 3 days BUT they do get back to you.
Make sure your phone is on and you get the call.
I also worried and panicked but they do come back to you.
They have reputable members and have been on Anthony Pomliano's shows.
People also complain about BlockFi and ValR and Nexo and Celsius , dont be fooled
 
ichocolate said:
Dont worry about it too much, they will call you. I did wait 3 days BUT they do get back to you.
Make sure your phone is on and you get the call.
I also worried and panicked but they do come back to you.
They have reputable members and have been on Anthony Pomliano's shows.
People also complain about BlockFi and ValR and Nexo and Celsius , dont be fooled
Click to expand...

Lol. If you read the thread you'd see it's all sorted a while back
 
ichocolate said:
Dont worry about it too much, they will call you. I did wait 3 days BUT they do get back to you.
Make sure your phone is on and you get the call.
I also worried and panicked but they do come back to you.
They have reputable members and have been on Anthony Pomliano's shows.
People also complain about BlockFi and ValR and Nexo and Celsius , dont be fooled
Click to expand...
The problem with support across all exchanges is a bull run starts, and suddenly millions of people sign up out of fomo. Instead of 1 query a week, they get 1000 a minute and need to get through them all.... no response for a few minutes and tickets are resubmitted, increasing load, followed by complaints, increasing load, etc etc :giggle:
 
Temujin said:
The problem with support across all exchanges is a bull run starts, and suddenly millions of people sign up out of fomo. Instead of 1 query a week, they get 1000 a minute and need to get through them all.... no response for a few minutes and tickets are resubmitted, increasing load, followed by complaints, increasing load, etc etc :giggle:
Click to expand...
That too.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X