Money app USELESS

This new Nedbank money app is driving me insane. Chat support disconnects all the time. If I minimize the app or receive a call I can’t continue with my chat. I can’t start a new chat either as I get a message saying there is an active chat. I can’t send messages because the send arrow is greyed out.

The reason I’m trying to use support chat is because when using the scan to pay feature and selecting a card named ‘MASTER PLATINUM’ this app attempted to debit my credit card. I then got charged 2 insufficient fund fees and vat on these fees. Since chat support can’t help, and branches are closed, I’ve come here for assistance. I’ve been with Nedbank forever and this is not ththe service I expect.

Is this app meant to make transacting and banking easier or is it there to trick customers into paying extra fees??