FNB is unable to do a simple debit order update

I have tried to update my home loan debit order via the app and via secure chat however neither works. There is no response whatsoever. The individual I dealt with on secure chat was Zanamuhla Masondo. It is evident to me that she is totally unskilled and has received no training whatsoever. She has no customer service skills and was completely clueless on the process. It is shocking that FNB cannot process something as simple as a debit order update. Do NOT use this bank.