Fnb premier banking secure chat

Poor support from the FNB Premier banking secure chat service. I started a chat because there was a deduction on my credit card. I tried the automated link but unfortunately the transaction didn't not appear so I had to start a chat. The first person I chat with advised that I have to discuss it with credit card devision. My request was reversal and prohibit future deduction from that company. I was referred to credit card devision and the person stated that " we don't have the expertise to attend to this" and provided me with a number and email address of the ***** department. I thought that was not very useful in the circumstances. What is the purpose of advertising a chat service but in urgent circumstances the bank is unable to have means to resolve the query using that platform and being unable to reverse or atleast prohibit further deductions and then going further with investigation and and. I feel that the chat service should not be advertised as this revolutionary benefit to assist clients but in working hours it can't resolve queries. I'm open to hear an explanations that makes sense but my experience was bad.