FNB Secure Chat no response, when they respond they never complete the conversation.

Contacted Merchant Services regarding a card payment that did not come through, no response. Used the Secure Chat, the most useless part of the whole app, no response for two days and excuses like weekend, election day holiday came up. Called the bank and after being on hold for 20 minutes now I'm told they have made an escalation. Still I wait for any kind of response before we even talk about resolving the issue. FNB you have let me down this time! I should have believed the 1 star here and made a better choice.