Lack of professional communication from your Manager

My bank card had recently stopped working, went to Clearwater Mall branch to get assistance only to find my card needs to be replaced. Was certainly not happy with that because I recently got the card and I again have to pay for another card without valid reasons. The manager was called(Kgomotso if I remember correctly), her solving problem skills lives much to be desired. As a manager you need not only to communicate the point you trying to make but truly listen to those around them and be able to have constructive sound arguments without belittling others. She stated that I will have to get the card replaced but a fee will be charged and be reversed since its withing 6months of receiving the card, when it will be reversed is exactly unknown. This meant its my responsibility now to constantly moniter my bank app if the fee was reversed as I would not get an sms notification of such amount. Was still not happy with such, cannot moniter the app for ever. I asked that the replacement of a card without a fee be invoked cause I can not be monitoring an app without a time frame. She asked if a 'ABC Trade Union'(a certain organisation's name embroidered on a T-shirt I was wearing, will not be revealing it)changes policies any time they feel like. What does exactly a name on a T-shirt I'm wearing has to do with the dissatisfaction I'm having with the bank, am I a representative or an associate with the organisation by simply wearing a T-shirt with its name. Anyhow, does it solve anything with my visit to the bank? Is this manager there to ensure facilitation of the branch or to start unnecessary fuel?