App Secure Chat frustrations

Really frustrating trying to deal with agents on the app secure chat. They don't answer my questions, and just leave me hanging and then disconnect the chat. I ask a questions, there's no response from the agent, and they I get "We've had no further response from you, please contact us as a convenient time when you can chat" NOO There was no response from the agent. They refused to answer my question. This WAS a convenient time, and now I have to wait all over again. and be transferred from agent to agent to try and find someone in the right department to help me again. I have a problem that I need to try and resolve. and this is just wasting my time.