FNB is Failing us as customers.

I am having a problem with FNB in terms of reversals their system is not working to customer satisfaction, the app that they claim to be award winning if failing us customers, secure chat is also not help full when coming to reversals of which it was at first but since Covid-19 we are struggling to make use of FNB system can FNB put everything in place that we are all used to as customers please.