Never use the app chat to resolve anything

I went on to the FNB app and used the chat function which seems like a great idea. (avoid going to the bank etc) But after 30 mins of asking a simple question to know if I need pay manually for a bounced debit order they say I need to call a number and they can assist?! Why keep me stringing along for 30 mins to give me that as a solution?

I have had this multiple times with FNB. The consultant just passes the buck if its to much admin for them. Where is the customer service? Where is going the extra mile to make the customers life a little easier? I am now going to have to go into the bank cos I know if I call they are also just going to pass the buck

Now when I want to hold them accountable and get contact details to speak to a manger no response. This is not the first person either, it seems like they are specifically trained to do this. FNB you need to do some customer service training for you call centre and messaging staff!