Faulty ATM machine

On Saturday the 15th of August I tried using the Capitec ATM situated inside Zevenwacht mall Kuilsriver. I put my card in the slot and it literally fell right through. Upon closer inspection I saw there was a big, gaping hole where the card slot should've been. As I tried to reach in and see if I could retrieve my card the card slot shut closed, with my card inside. My first thought was that this was some type of ****. I immediately called Capitec to block my card. I now refer to call with reference ***8. I spoke to Tebogo Molebalua who kindly blocked the card and explained that I had to go to the nearest branch and pay R50 for a new card. I thanked Tebogo and told him that I will not be paying the R50 card replacement fee as the ATM was faulty. Tebogo insisted that I visit a branch and pay the R50 fee. How is it possible that I can pay R50 for an ATM machine that had a gaping hole where the card slot was supposed to be? I have moved from Absa to Capitec, but if this is how Capitec treats their customers I will have no choice but to move to FNB next week.