Cannot complain about Service because there is No Service

I do not understand why FNB Has a Secure Chat Message on their App I type my message and reply "Hello, you are chatting to Mbalenhle......but No Mbalenhle replies .... waiting 12 minutes Nothing, Nil, no reply, so it looks like I will need to Hang Around until Someone finally answers me.

I have a problem with my Credit Card Admin Fee charges for Nov/Dec I was told these charges would not be made in the future, yet here we go..... Does Anyone care about their Customers, or are we just a means to make money for this large Finance Corporation? Now I am getting a Good Day from Sisize ..... Missing gone no answer,zip