FNB secure chat

I have been with FNB for a very long time but this secure chat service is the worst service they ever offered. I sent through a message at 10:09 I am told that I am number 118 in the queue. They don't tell me how long it will take for them to respond. I wait and wait for more than 20 min. So I get up and to get water, when I come back I am told that the call is closed because I'm not responding. This makes cellphone banking very useless. FNB needs to hire more consultants for this service, you should consider freelancing the service. Pay people per query resolved. Whenever I log a call there is a long queue this shows that there is a lack of capacity. This service is very frustrating