Can FNB Secure chat hire people who can READ?

I have repeatedly tried to use the FNB APP secure chat option and it's VERY frustrating. If someone responds they don't read and repeatedly ask dumb questions, I had to tell Mpho today 5 times what I needed help with and she STILL didn't get it. They bounce you around yet the first message I sent clearly stated my issue. It's beyond trying to reason with people via messaging when they clearly can't read or are being obtuse to get rid of clients.