Secure chat consultants are not properly vetted

Somehow my new phone was blocked when attempting to access the Fnb app. It showed my OTP was interred incorrectly though I copy pasted it. Today on secure chat I ask about unblocking it and the consultant clearly can't read and gives advise about unblocking my profile not device. I have to add a screenshot of the error for them to understand. Now the 48 hour block applies from when I had to take the screenshot instead of last night. Why am I accountable for their idiocy?