Potential staff training issue on Secure Chat

As of late, I am struggling to receive proper service on the Secure Chat facility... I usually utilise this function in order to move transactions that went through my credit card on straight, to budget, and usually in the past, I have been helped sufficiently. As of late, however, it has been a struggle.

The same consultant assisted me twice in this month previously, and he, on both occasions, along with another consultant, first asked me if I tried using the app, and then first wanted to argue that one can use the "credit limit shift" option to move funds between straight and budget, which obviously is not the case, if that was the case, I would have used the app. The link which they sent me, in anyway leads to a dead link... The above leads me to think that staff are not trained properly to deal with client queries, which renders the Secure Chat redundant in this instance.

This morning in another instance, the consultant was about to help me, and then I just received a message to say thank you for the query and the query closed off without me being assisted.

I find this somewhat unacceptable and irritating, as I am trying to move these things forward as efficiently as possible in order to resolve my personal finances.