Lunar Denmark Reviews 

Reply from Lunar Denmark

A day ago

Hi Lester

I am sorry to hear about the trouble you have experienced, especially when you have tried to get help but have not received the email needed to move forward.

In some cases, Nets, which handles card transactions, may temporarily block a card if certain transactions trigger a potential fraud alert. This is a security measure intended to protect you and your money. It does not necessarily mean that we suspect you of anything, but rather that a transaction requires confirmation before your card can be used again.

In these situations, we need to get in touch with you to confirm whether the transactions in question were authorised by you. Once we have received your confirmation, we can help you with the next steps and getting your card working again.

We normally reach out through our in-app chat, and I am sorry if you have been unable to access the messages or receive the email confirmation needed.

I would like to follow up with you personally and see if we can get this resolved as quickly as possible. I will reach out to you again so we can take it from there.

Kind regards,
Yakup

Reply from Lunar Denmark

A day ago

Hi Emily

Thank you for sharing your experience with us.

We are truly sorry to hear about your experience with our customer support, particularly the difficulties you encountered when trying to get in touch with a human agent, the waiting times, and the lack of answers to your questions.

This is certainly not the experience we want our customers to have, and I would very much like to hear more about what happened so we can look into this further.

I have requested your contact details through Trustpilot so I can investigate your experience and reach out to you directly. We would really appreciate the opportunity to understand what went wrong and see how we can follow up on your feedback.

Kind regards
Yakup

Reply from Lunar Denmark

A day ago

Hi Lucia

Thank you for sharing your experience with us.

First of all, we are sorry if the application process took longer than expected. We understand how frustrating this must have been, particularly when you had recently moved to Denmark to study and work, and were relying on having a bank account in place to finalise your employment arrangements.

Opening a bank account is not always as straightforward as it may seem. As a bank, we are required to follow certain regulatory requirements and conduct the necessary checks to understand each application, including the purpose of the account and how it is intended to be used. These requirements apply to everyone, regardless of their personal or financial circumstances.

In some cases, this means we need to request additional information or documentation along the way. Depending on what is initially provided, further clarification or supporting documents may be necessary before we can complete our assessment. We also recognise that when an application involves several steps, the overall process can feel particularly lengthy. The time it takes to provide the requested information, as well as the processing time between each step, can also affect the overall timeline.

That said, we appreciate that this does not make the waiting any less frustrating, and we are genuinely sorry for the inconvenience and the difficulties you experienced as a result.

Thank you again for taking the time to share your feedback. It helps us understand how our processes are experienced by our customers and where there may be room for improvement.

We have requested your contact details through Trustpilot so that we can look further into your experience and follow up with you directly.

Kind regards
Yakup

Reply from Lunar Denmark

2 days ago

Hi

Thank you for sharing your experience.

I understand your frustration, particularly given the timing of the change. When you have paid for an annual subscription with certain benefits included, it is naturally disappointing to find that one of those benefits is being discontinued only a few months later.

I can appreciate that this affects how you perceive the value of your subscription, and I am sorry that the change has left you feeling that Lunar has not delivered what you expected.

We certainly do not want our customers to feel that they cannot rely on the services and benefits associated with their subscription. While changes to our products and partnerships can sometimes be necessary, I understand that the timing and communication surrounding such changes matter just as much.

I would be happy to look into your situation and see whether there is anything further we can do to address your concerns.

I have requested your information via Trustpilot.

Kind regards
Yakup

Reply from Lunar Denmark

2 days ago

Hi Jannik

I am really sorry to hear about your experience. Having to wait several days or even weeks for international transfers to be processed and for us to get back to you is understandably frustrating, especially when the payments are important for something as significant as securing a place to live.

International transfers, both incoming and outgoing, can sometimes require additional checks and processing. However, this should not leave you feeling that you are left waiting without answers or updates. That is certainly not the experience we want to provide, and I apologise if we have fallen short in this regard.

We would very much like to look into your situation and understand what has happened. We have received your contact details and will use them to reach out so we can follow up with you directly.

Kind regards
Yakup