In app consultants clearly don’t understand English

I was in a chat with a consultant, Machauchani Mahori, on the app. I asked this person a simple question and he/she was unable to answer my question. His/her responses were unrelated to my question. Can the bank please teach their consultants to answer questions? And if he/she didn’t know what the answer to my question was, i would have understood if they admitted they didn’t know how to help me. Such poor service