Unfair bank charges

My card was retained by the atm on 21-12-2021. When i reported this on the same day I was told by the consultant that I will not be charged for a replacement card. On 22-12-2021 when i replaced this card I was charged. How do you charge a client if the card was retained by their technology. This is absolutely pathetic to charge someone when used the same ATM of the bank their banking with.