Not happy at all

On Wednesday around 13:04 receive a message of withdrawal of R100. Called in to get clarity but the agent from ***** department was not helpful, he ask me to check my statement, informed hom why must check the statement as the withdrawal just happened now and I'm at home not at ATM, he then advised will transfer the call to Customer service. At the Customer service I spoken with Ayanda ref no: *** which he confirmed the withdrawal just happened and we proceeded to block the card, then referred me back to ***** department in order to provide me with more information in terms of the withdrawal, but no one picked up the call. Then I called again and second agent from the Customer service he then informed me that they were delays of the withdrawals happened during the weekend, as the result they were processed late, further to telephone conversation he informed me that the first agent should have advised me of the same than proceeding to block the card. Now my question is who is liable to pay for the new card now. Kindly assist before I refer the matter to Ombudsman or Hello Peter.