Tap and Go not working anymore

I have previously (about 2 weeks ago) reported to FNB that the Tap and Go functionality of my card has stopped working. I received a call back later the same day where the agent explained to me how tap and go works (where you need to enter a pin for goods over R200, etc). However, I explained to her that the issue was not entering the pin, but rather that I would have to insert my card every time I tried to tap and go, or that tapping the card would sometimes cancel the transaction. she promised to call me back, but I have not heard anything yet. Is this how customer service works now? You don't know how to fix something, so you keep quiet until a bigger stink is made? Can someone at FNB please get my tap and go working again?