Zinobia from secure chat FNB is unresponsive. Worst secure chat ever !

I am having trouble with the service I’m receiving on secure chat from Zinobia at FNB. A scheduled payment went off month end of April and then a home loan debit order went off too for my home loan. As a result, my account is on a negative as I am having unemployment issues and awaiting UIF funds to come through. I am trying to sort out my negative balance by having the scheduled funds money returned to me and Zinobia just doesn’t get what my query is. I am depressed and frustrated with her service.