FNB Secure Chat serves no purpose at all

I submitted a question on the Secure Chat on the FNB app regarding the changing of my address as reflected on my bank statements. I was " assisted" by Lethabo who proceeded to send me the steps on verifying a new device... This is obviously not at all what I had enquired about. What is the purpose of having an app, submitting a question you need an answer to, if your staff don't bother to even READ your question properly?! FNB is the gift that keeps on giving.