FNB - CAN'T RESOLVE A SIMPLE QUERY

I had a SECURE CHAT yesterday and was told to visit an ATM in order to ACTIVATE my request. I did so this morning, and changed the pins for my debit and credit cards. I then made a purchase at Checkers to see whether the PIN ISSUE had been fixed. The purchase was for +-R190 BUT I WAS NOT ASKED FOR A PIN AFTER TAPPING. WHY????? I have been trying to get this resolved the whole week and received a PATHETIC reply from THEMBELIHLE on 30 November that made NO SENSE (query ref ***Q) I am asking AGAIN - when I tap my cards for purchases, I WANT to complete the transaction WITH A PIN on my debit and credit cards. Is that not clear enough!! As an ex staff member, I am appalled at the calibre of staff and how little they know about customer service. Don't email me, don't SMS me, get a senior person to phone me if that's not asking too much.