DISGUSTING ONLINE BANKING SECURE CHAT SERVICE

Can someone explain to me as to how long should I use the app before it gets verified because I am not paying a cent for it to be quicker or what. My Capitec is transacting just fine. FNB is letting me down lately, seriously......I have my phone listed as a verified device on my online banking profile but I am being told I need to pay money to be verified? Someone care to explain to me?