Consumer complaint received 2024-02-16 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Luno US, Inc.

Complaint narrative:
Dear Sir/Madam This complaint is about LUNO. Their website is luno.com I AM BEGGING YOU PLEASE HELP ME. I AM HAVING MENTAL BREAKDOWN AND ENDED UP EMERGENCY MANY TIMES. XXXX FRAUDED ME XXXX XXXX. MY SAVINGS GONE AND I AM IN FINANCIAL TRPOUBLE. 
No XXXX Agency is helping me. I am left alone. I am begging you, Americans and XXXX  are brother countries. 

My name is XXXX XXXX. I attached my drivers licence to prove my identity. 
LUNO Crypto Exchange Platform. Their website is luno.com I attached our Marriage Certificate. I give my consent to you to contact my husband XXXX XXXX to discuss my case. His number is XXXX. 
His email is XXXX I had some savings, and my husband added some funds on top of my savings. I was very interested in XXXX. 
I downloaded the official LUNO APP, and I registered on Luno on the XXXX XXXX of XX/XX/XXXX. ( Please see the attached evidence named " Account Opened ). I used mine and my husbands shared email account XXXX for registration because my XXXX is poor, and my husband helps me to understand some of the financial emails. 
By using my own account in XXXX XXXX, I deposited XXXX into my LUNO account overtime. I have all the evidence for my deposits ( Please see my bank statements, i highlighted them in yellow ) I deposited approximately {$17000.00} over time. I waited the XXXX  price to go down, and when XXXX  value was low I purchased some XXXX  over time. I had XXXX XXXX. 
I got XXXX  by checking my Luno account every day to see if the XXXX went up or down. I decided that I never check LUNO account and just leave my XXXX  on Luno until I need to use my savings. I stopped logging into my LUNO App in XX/XX/XXXX. 
XXXX value has gone up dramatically recently and I wanted to check if I made a profit on my XXXX savings. I tried to log in to my LUNO app on the XXXXXXXX XXXX of XX/XX/XXXX. Unfortunately, there was a text appeared saying that This account doesnt exist. I panicked and started checking my emails. I found an email from LUNO  in my spam box XX/XX/XXXX ( Please refer to attached email named " XXXX '' ). It was a short email saying that LUNO check my transactions and decided to close my LUNO account. They put alink to LUNOs policies to read the possible reasons for account termination. 
They basically confiscated XXXX XXXX. If I didnt realize that my account has been terminated, LUNO would never have informed me and LUNO kept my XXXX. 
I read LUNOs policy and the reasons for account termination. I didnt breach any of their Policy items. I am a very law-abiding woman. I didnt even send any Crypto out to break their policy. I didnt receive any crypto from anyone. All I did was I bought XXXX  and kept in my LUNO account. There is absolutely no policy breach. I have all my account activity emails and I will provide you the emails. I didnt do anything illegal. 
LUNO Policy states that if LUNO terminates my account, LUNO doesnt even have to explain the reason for account closure. Basically, this is a scam. LUNO can close the account of whoever they want and keep their funds. This happened to me. 
I kept sending emails to LUNO, and I never got a reply. I thought maybe LUNO was busy. I asked my husband to send an email to LUNO from his LUNO app. He sent email and LUNO replied to his email within few hours. This told me that LUNO has been ignoring me. ( I have all the evidence for my repetitive emails ).

Then I contacted to LUNO again and I got a reply this time that luno accepted that they terminated my account. They said that my case is with specialist team.

I decided to wait to see if LUNO returned back my XXXX  as I was innocent.

I kept emailing them without a reply from LUNO. LUNO replied to my email please see the attached emaik. Luno asked me to email them my BANK statement showing all the deposits that were done to LUNO between XXXX XX/XX/XXXX to XXXX XX/XX/XXXX ( Please see the attached evidence named " XXXX '' ) I explained luno that if the want my statements up to XXXX XX/XX/XXXX, they need to wait until XX/XX/XXXX, because my bank issues statements every XXXX months. statement covering XXXX XXXX to XXXX XXXX can be only available in XX/XX/XXXX. Luno replied saying that is okay. ( Please see attached evidence named " XXXX '' But please understand that every time i emailed to luno, i got reply minimum 4 days later. I am just giving you the short summary. There were XXXX of emails in between. 

XX/XX/XXXX I got all my statements, but i got sick and i couldn't email them immediately. I sent all my Bank STATEMENTS, and other evidence to LUNO on the XXXX of XXXX. I got no reply from LUNO. I sent several more emails and no reply. I sent my statements XXXX  times in different emails again. and no answer. 
LUNO Reference numbers for all the emails I sent were r # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX # XXXX They totally went silent. I think they were thinking that i wouldn't be able to send them statements and they kept my money. I really believe that LUNO is frauding me. They don't reply any of my email at all. I am in XXXX XXXXn

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation