Secure chat platform not helping

FNB kindly advise what is the purpose of the secure chat, I had this idea that it's receiving help at the comfort of your home. but whenever I engaged with you through the platform your agents never really assist its either I am provided with a number to contact or mislead. On Monday I engaged with Tsholofelo regarding the covid19 relief loan that has not been corrected and the agent advised that issue is on their side and that would be corrected , today I had a chat with Hloni and the agent is advising that the is no issue I should contact the loan department for further assistance.