secure chat AGAIN does not work - please get rid of this option / department and save me my bank charges

I have posted multiple complaints that the secure chat does not work I would prefer if this was not an option as I keep checking to see if it actually does what it is supposed to do

no one answers and if they do its literally hours later and they tell you they have to transfer you to a different department but that will have to be the next day as they have certain hours

every single time I need an answer and try this chat I have issues please stop charging me bank charges to pay salaries for a department that honestly does nothing

I need assistance with the device deal of the week that also does not work for 8 days now

urgent call will be appreciated 9and removing a useless option/ department and save customers money this way