I'm utterly disappointed with FNB Secure Chat

I bought R150 worth of airtime and called the FNB customer care for an unauthorised debit order and my airtime finished without even talking to a consultant. I, therefore, decided to buy data and logged into my internet banking and use the FNB Secure Chat. I spent plus or minus 4 hours waiting for a consultant, a consultant came online and I addressed my issue but bloom. I was told that I'm going to be rerouted and I waited another 1 hour and still no one spoke to me. How do we get help using this FNB Secure Chat if one cannot even address his problem on this platform?