FNB personal capture

I have tried unsuccessfully at least 5 times, to make three payments from my online banking account. These are existing beneficiaries whom I've made payments to, for years. When I confirm the payments, I'm asked to open the app, which I had to guess, meant the mobile app on my phone. I am asked if I am indeed making these payments, I click yes continue, and am left with "report *****". When I opened "contact us", the only option available is to enter into sms-style conversation with a person who's suggestion is that I should try making the payments from the mobile app. When I inquired about the reason for this foolish suggestion, he states that my online banking account is not verified, bearing in mind that nothing has changed my side. I've asked to be phoned by a human to address this attack on my sovereignty, which has not happened yet.