FNB SECURE CHAT - NOT USER FRIENDLY

FNB's secure chat facility on the app is one of the most user unfriendly client contact services I ever had the displeasure to use. Today was the third time I used it since 20 February and every time I was kept hanging on for a long time with several delays during the chat. Once the person left the chat mid conversation and today the person asked me to give a moment only to come back and terminate the chat because according to him/her there was no response from me. I was asked to give a moment and then the chat was terminated because he/she was waiting for me???!!! I do not have words. So I had to start over yet again.