Customer service via secure chat and homeloan desk very poor

I had to logon into secure chat via my laptop to acquire feedback on the status of my home loan application and I was told that I could only continue with the secure chat via my mobile device which I comp**** too. The 1st chat, I was assigned to the home loan desk and I was number 9 in the queue. I waited for 30 minutes and when I asked on the chat the status, I was automatically cut-off. I repeated the process three times and the same thing happened. I think that the secure chat tool with FNB is not efficient in terms communication between the FNB consultant and the client as their is no proper communication provided when you are on the tool. Further to the above, the homeloan desk is even slower in terms of feedback to their clients on status of clients application. E-mails from clients are not responded to in time and the FNB consultant is not reachable via telephone as the number always goes directly to voice mail. It is frustrating to the client if the application is urgent.