Online secure chat SUCKS!

Hey FNB. A little lesson in customer service. When your bank messes up, and the angry person on the receiving end needs you to fix it, the LAST thing they need is to be chatting to 15 different consultants via TEXT! Your online secure chat platform is NOT suited to dealing with angry customers! It's maddening! Why could I not just speak to a human being over the phone this morning like I have done for the last 15 years banking with you???