Charged for a NEW card because your ATM malfunctioned

Good Day

On the 4th of Feb, I used an FNB ATM at Baywest, Port Elizabeth, when I had completed my transaction, the ATM did not return my card. I called the call center from ********** 878 and ********** 001 and both consultants assured me each time that if I ordered a card online that I would not be charged, yet upon activating my new card, I was charged R140. And the one advised that I would have to log a call if I was charged, I have not done that because, why should I waste my airtime to log a call when your ATM malfunctioned and did not return my card? Due to this, I had to order a new "free" card, oh wait, it wasn't free. And no, I did not forgot my card at the ATM, it was never returned to me, so how could I have forgotten it? I have been a loyal paying customer for many years and all I want is to be refunded the R140 ASAP!