Waiting on FNB Secure Chat app for 40 minutes with no answer

I have been waiting on FNB's Secure Chat app for over 40 minutes now and no one has actually started talking to me yet to assist me. It should be a relatively simple request: I am trying to get an up-to-date settlement letter on my personal loan. I first tried to get such a letter from FNB around two weeks ago, on the 9th of October. After my initial attempt was unsuccessful, I then received a polite email to say that this service had since been made available on the app. However, now that I am trying again, my wait on the app's Secure Chat has been over 40 minutes long (from 11:54 to 12:37), and I am now hanging up the 'call'. Please note additionally: FNB would not supply a settlement letter via its online banking platform, OR via call centre request either - I have also tried those options. It therefore seems that my only choice is to go to the branch, which is enormously time-consuming and inconvenient through the week. So much for the bank that prides itself on the strength and functionality of its digital banking solutions!