Online chat team is an disappointment

I'm loving your bank with all your benefits that you provide a customer. Daily reminders of benefits however there are something that can't be done in the branch but only on your banking app now I must say your banking app is way more advanced then any other banks I've been with, however you online chat team is bringing your 5 star rating to a 1. You first in queue however you get a response an hour later. Do your chat team even work? Please get people that wants to work, cause most customers doesn't have the time to go into the branch to fix there issues so they prefer to do the online chat to be more sufficient. I can't even say how many times I fell asleep waiting for a response from chat team. It normally takes me 1 month to 2 months to sort something out