Chatbots are better than FNB service suite agents

I requested for a chargeback for flights that were cancelled. i followed up with the travel agent and they advised me that my bank which is FNB has submitted a chargeback request to their bank Nedbank, I asked the agent to confirm this Lord its like I was pulling teeth is it that difficult to say yes we have or no we have not you tell me about other chargebacks that were processed in the past.