FNB Refuses to assist

FNB never fails to disappoint. After starting a chat with support from the banking site I am told they cannot assist as this is not a verified device. Then why do you have the option there in the first place. After switching to my phone this was the interaction: 14:58 - FNB: One Moment Please 15:00 - FNB: Just a friendly reminder to respond to my last message 15:01 - FNB: Your chat has been placed on hold while I wait for your response 15:02 - Me: You told me to wait, why am I disconnection if you don't respond 15:05 - FNB: We are still responding to your query and will respond shortly 15:06 - FNB: Thank you for chatting to us, chat disconnected

If the only channel you give for customers to get support is your app, why is this so useless?