Why have 'secure messaging' on internet banking

Just left a compliment for ABSA last week, but this one is a complaint - sorry.<br> Logged into my online banking, and noticed a fee debited to my current account for 'Internet Banking' at the end of January'16<br> This was a new fee, and thought it was perhaps part of your annual pricing review, but checked the pdf pricing document and could not find anything.<br> So I sent a secure message from my online banking querying that fee, as well as the revamped Credit Card charges for an understanding of the difference between 'Monthly Account Fee' and the new 'Service Fee'.<br> Response I got back was - \Due to system restrictions we are unable to assist with your request.\"<br> Why bother having a 'Secure Messaging' facility that does not serve its function? I find that extremely disappointing, and a hassle having to go into the bank to get an explanation.<br> If I have logged into my online bank account, then surely sufficient security checks have been completed to answer a few simple questions relating to all the accounts I have in that profile?<br> Anyway, hope this aspect can be reviewed.<br> Thanks<br> PS : Also disgusted to determine that the standard monthly credit card fee's have increased by just over 28%"