Secure Chat is inefficient

I got double billed for a purchase. This happened on a Sunday evening. I try to lodge a complaint on Secure Chat. I’m told I’m number 2 in the line then my chat gets disconnected. I log back in I’m then number 16 then 83. As I write this I have been waiting for more than an hour for a consultant. My account has a negative balance through no fault on my side and the secure chat doesn’t work. So much for having “Bankers”