Bad service and information

I have popped in to Capitec Ferndale village a number of times its really frustrating as it feels that they really don't want to help you.

Today I popped in and wanted a replacement card because the card is faulty.

I was told that I need to pay for the card where I am physically holding the card.

The card is not damaged but faulty as the chip and swip is a problem

Besides been spoken to in derogatory manner and that i was told that the card is faulty in my care and the fact I never made the card I would like to know why I must pay for a faulty card.