FNB Secure Chat provides absolutely no assistance

I have now been trying for 1 hour to get an answer from the Secure Chat on the FNB app. No one seems to understand what I want and the guidance given is just plain wrong.

I "downloaded" statements for March and April 2022 and opened them to check something. These are apparently not free since they are "older statements". Now, they are nowhere on my phone and it appears that I need to download them again.

My simple question was: If I download the statements again, do I pay another fee? If so, how much? Also, why on earth does the app not download the statement? The one agent (and I chatted to at least 3) reckons that one needs to open the file, then save or share. How is that intuitive at all?

The fact that the app is not doing what any reasonable person would expect is one thing, but the absolutely poor messaging and guidance received on the secure chat is appalling.