Capitec Bank making customers pay for their own fault

So i have been experiencing problems with my bank card, the chip had a malfunction and i could not purchase anything except for withdrawing cash. I went to the bank explaining my problem and i was asked to pay R55 as if i am the one who lost the card.

I really felt like the bank should replace the card without me paying anything because it is not my fault that the card stopped working. The bank manager explained to me why I should pay but still i does not make sense to me.