ABSA lost card taken by ATM

On Tuesday 24 September 2019 I used the ABSA atm at Zeerust P&P. My card got stuck and I phoned the help line on the spot, and my card was cancelled. I was informed that a new card would arrive within a week. On Thursday 26 I checked my balances and my CC account was charged a R140 lost card fee. I called the help line, and a very helpful lady took my call, who also spoke to her relevant supervisor. I was assured that my money would be refunded because it was the fault of the bank's ATM. Its now 30 September, I've received no notification of my new card and neither has the lost card fee been refunded. How can I be charged for a lost card if the bank ATM took it? Regards, Daan