Appalling service

I was charged a fee to replace my card, the customer representative said my card looks fine but it needs to be replaced. It was not near the expiry date. Why did I have to pay such an exorbitant fee to replace a working card? Furthermore, when I queried how long the card will take , as I need to buy groceries, the representative rudely said she doesn't know, she doesn't care, that's not her problem. Her manager did not allow me to speak. They didn't even have a viable solution. I was then charged another fee to withdraw money,from a so called working card that they replaced. A few days down the line, I then waited in a queue for 4 hours, only to be screamed at by the front desk when I asked what is going on, as I was just discharged from hospital and I can't stand longer. She had a full on scream and was extremely vulgar. Even speaking to the branch manager was useless, as she walked away from me, and told someone to deal with me.I am utterly appalled by the fees and service. Especially after explaining that I am a vulnerable customer. Where is the empathy? Or even human respect for your customers?