No help from 3d secure

I have been trying to contact the 3d secure department the whole day via the secure chat on the fnb app. Each time I start a chat the first agent answers within a minute. They then offer to put me through to 3d secure where nobody attends to me. On my last attempt I waited 3 hours without anyone even updating to say my position in the queue has moved. I have asked the agents to investigate as I am not going through and they just transfer me again. I am so unhappy with the service. I have literally been trying from 8am this morning.