Bank your change

What is the use of the online chat if they cannot assist you It's is highly frustrating if you inquire about something and they cannot help or get someone to call you back.thn you buy airtime call them and your airtime gets waisted just like that. I need someone to call me regarding the bank your change app,I have not received anything for over a month and it has never happened before for such a simple request you have to go through so much lenghts to get attention