Bad Customer Service

Went to FNB atm to withdraw money, Just after inserting my card a screen popped up and gave me the nearest brances i can withdraw cash from. i tried cancelling the the process in order for me to get my card back, which didnt happen. Xoliswa a staff member at FNB Jabulani Mall was standing at another atm assisting people to deposit money, i asked her for help and she she just said i wont get my card back, when i asked her what the procedure is when something like this happens, she just said i wont get my card back, because the machine is being serviced and the she called out somebodys name ( person servicing the machine i guess) and said to that person, if the card is in the machine while the atm is being serviced, we wont be able to get the card back. i still asked her what the procedure is and she said i must just go an apply for a new card, and if theres money withdrwan from my account then FNB will reverse it. Please teach Xoliswa good customer service, she as a staff member is hired to assist us, and not talk to clients like shes talking to illiterates, and explain processes properly and politely, and her telling colleague that i wont get my card back, how is that of help to me