Poor service

Capitec bank issued my 17 year old son with a new bank card that does not work and charged him R75, when we went back to the chatsworth branch within a month of the card being issued, they charging us again another R75. The branch manager refused to speak to us or address the concern that they issued a malfunctioning card in first place, just replace it and without charge us again. It is still within a month and a juniors account Can service be this bad that we need to resort to social media just to get our query resolved