Can Make Payments with App But FNB Will Not Accept My Messages from Same App

I wanted FNB to decrease the limit on my credit card, so I used the app to chat to an agent. They did not want to help me as my laptop is not a verified device. So, I switched to my cell phone. Then they said my cell phone was not verified. It is amazing how a cell phone I use to access my FNB account via the app to make payments is not verified somehow. If it is not verified, why am I allowed to make payments but not send a message to FNB? I was told that to verify "the app" (why the app suddenly?), I need to pay a friend or family member at least R301 and then let them pay that back to me. What kind of insanity and inconvenience is that? Well, I will simply not waste my time using the app to send messages then. Please decrease my credit limit by R10 000.