Charged Replacement Fee for Faulty ATM

I opened an account with FNB about two weeks ago. On Tuesday I went to withdraw money only for the ATM to freeze in the process and went offline whilst my card was inside. It never returned it.

I went to the branch and asked them not to charge me a replacement fee because their atm was faulty. However I have seen that I have been charged a replacement fee.

How do you charge me for your faulty atm? I want those charges reversed