Secure Chat: Convenient or Cumbersome?

FNB has been innovative in embracing technology with many benefits. This has come with some very frustrating limitations raising expectations and disappointing. I attempted to load a car onto the FNB app to purchase the license. I was not successful doing this (the car is registered to my business which I am 100% owner of). I went onto the secure chat and go through the Nav Suite. The person helping me asked me if I was in JHB when I am in Durban, she asked me for the number plate of the car which I stated, and then quote something on the site about number plate changes as a reason for the problem (even though the car in question already has a new number plate). It takes a while for an agent to respond and I got caught up in work. When i saw it, the chat had ended. I tried to make contact and the person who was assigned, ended the chat shortly thereafter without reason. This was yesterday. Today, someone responds to the chat and the asks me if I still there?? This impersonal approach is very worrying and counter productive. Their knowledge and ability of staff to respond to queries is also worrying.