FNB's Secure chat - Like eating soup with a fork!!!

FNB secure chat function/team is as useless as a remote without batteries!!! If you not speaking to multiple consultants and reiterating yourself, response is so slow that your app logs out and you forget that you were on secure chat. On the 06th Jan. 2023, I queried a debit order on my account, a debit that I have already made an EFT payment for the previous day. I queried this as I thought is was strange that I was double debited. It was the first time using this provider and at the time did not know that they debit after I've collected or once they've delivered an order. So I made an EFT payment after collecting my order, the next day as I now know, I was debited for the order I have already paid for. I logged onto secure chat to query this that there is a double charge, one a manual EFT that I made and a charge/debit from the business for the same order. I needed to know so I may reverse either or I may take this up with the the business I ordered from and just need to make sure of this. The secure chat consultants made me feel dumb!!! And insisted that there is only one payment/charge of that amount, I've explained and sent screen grabs of both deductions from my account showing how both reduced my available balances, I even sent the two incontact text messages from FNB reflecting this as well, and still, they directed me to check my account etc. Further more the consultant tells me that my balance is not what I said, I previously explained that on that morning I made a purchase and also received two EFTs which had nothing to do with the query as these were after the fact of my original query(Can they not pick these things up on their end???) I then gave up and queried it anyway with the business directly and they got back to me this morning that yes, I have basically paid double for the same order, one via EFT and one via debit, so I was right and FNB Secure chat did not see or figure it out dispite me s**** feeding them the information. FNB secure chat is a circus and a service that adds very little to NO value at all. I now have so little faith in FNB and really need to reevaluate my banking relationship.