Telephone icon but no speech!

Last year we had to cancel my wife's credit card because of suspicious calls relating to it. Fortunately there was not any ***** . At some stage she received a notification from FNB that the card is being replaced. This has not happened but she is still receiving monthly accounts with service and account fees.

In the past I have been able to phone the card division using my app which shows a TELEPHONE icon and number for card queries. This now takes me to 'Secure chat!' which proves not to be a telephone service at all, requiring typed messages with operators who refuse to call back on a voice call. This is not customer service.