Poor secure chat efficiency

Yet again with the same issue regarding your applicaiton resolution process and FNB's poor communication methods over the secure chat feature. It is really pathetic that there has been no improvement in your secure chat efficiency. I app**** for a credit card limit extension application a month ago and its again a never ending process of outstanding docs but no-one sends me the docs for signature. They dont bother emailing me the actual form for my spousal approval but keep sms'ing me asking me to get it signed. Where's the damn form? When we use the chat the agents are slow and pretty much useless making you wait in the qeue for all eternity. Why do we have a secure chat feature when it's useless. Please can i get this simple paperwork issue solved already...