Compromised Account, ********** activity

So here I am with my child trying to swipe at this certain store my card declined the transaction, the cashier who was assisting me went all the out to try different machines but still this didn't work at all, so I decided to visit the ATM to make a withdrawal of which still it got declined with error 59 and I decided to go inside the bank on a sunday and spoke to a wonderful lady who advised me my account was compromised and my case has been escalated to Capitec ***** department and I will hear from her and this was in Protea Gardens Mall , and then I recieved a call from a lady representing Capitec forensic team who advised me yes my account was compromised and I asked how as I still have my card with me and she asked me to confirm the last 4 numbers on my debit card I did so and she said that was incorrect and she advised me to collect a new card from the nearest Capitec branch and she stated I was not going to be charged and indeed i collected the new card and guess what I was charged for it and still today after the thousands calls I have received from Capitec I haven't received an answer as to what happened to my account why was my account compromised and again the charge fee I so dispute it as I had my card with me, I feel like I'm being robed as i don't know whats going on with my account and again I have to pay for something I did not asked for.

If I may ask her if my account is being compromised I normally get a notification from the bank just like with my other bank i have but with Capitec I didn't get anything nada //zero notification only to my surprise when I had to swipe my card and then it gets decline and again why do I have to pay for a new card for this as I didnt ask for it ?

Im still very ****ed of with the way all of this was handled , though why do I get notification of prices being decreased for swipes and withdrawals but nothing when my account was comprised.

I need a clearer full explanation for all of this.

Ohh by the way when i tried calling the bank at Protea Gardens they don't answer the phone and I'm still waiting for a call back from Clearwater Mall the lady who gave me the new card and another call again from the forensic team

Regards

Thabiso M