FNB online bankers not helping

So the last couple of days i have been charged R8.50 everyday for a transaction that is being declined. I decide to go on the FNB App and speak to the online bankers. So i send my message stating my querry and i get my reply, start reading and while I am reading they stop the conversation, so now I need to again send a message only to be answered in a way that is not helpfull and then they stop the conversation again. So eventually I get an answer saying it is for a scheduled payment of x amount and then when I wanted to know what this scheduled payment is for this person tells me i have an unverified device and need to pay x amount so that the device can be verified. Why do I need to pay to verify my own device, maybe I am not understanding this correctly but I also don't get an explanation so that doesn't help me at all. Now I also see that the message saying that i need to pay x amount has been removed and this after I said I am going to Hello Peter. What the hell?