Bad customer service African bank!

I really need to lodge this complaint. My card was swallowed by an ATM before even requesting a pin. The ATM said invalid card before I could even enter a pin. So when I requested a replacement card I was advised that I will be paying R115. Why do I need to pay this fee if it was not my fault? If I blocked the card or if it was lost then I could understand but the fact remains that my card was swallowed before I could even do anything at all. Then I was asked by the contact centre Phindile Chauke who is based in Midrand with an attitude if it was African banks fault. Well if I didnt enter my pin incorrectly and my card hasn't expired and the ATM told me invalid card, then whose fault is it? Besides for the fee that I have to pay I am also upset by the quality of service I got on the 25th of Feb 2019 by another contact agent who advised me to go to the branch to replace my card. Contact agent advised that I need to take my ID. So today when I got to African bank pta north I was told that they cant help without proof of address